Twin Casino - El jugador se enfrenta a un retraso en el retiro de fondos debido a restricciones en su cuenta.

Hello. I played on twin and won 400 euro and withdraw them. Then the casino replyed to me. Saying i was self excluded on their sistersite leon. Wich i was. But i created my account after i closed my account on leon. So they sent my deposits back. But keept al winnings 335 euros. And set a restriction on my account with them and not even the same date as their sistersite..i had accounts on twin before and when you delete account with them they always say in chatt you can create i new account. I used same email, phone, adress.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Twin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share the details regarding the reason for self-exclusion in the sister casino?
• When was the self-exclusion on the sister site activated?
• Could you please specify the amount of your net deposits in the casino since your account was blocked on Leon?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Sent you email

Thanks for your reply.

Could you please share any evidence that the casino recommended to you to create a new account despite you already having registered one previously?

Send this information to my email at tomas@casino.guru or post screenshots here.

sent Mail

Hello Drcool,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience and for the information shared via email.

Have you saved the confirmation about the self-exclusion you received from Leon Casino?

Would you be able to share it with me to support your complaint? Send it to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Yes of course i sent you mail about it

Dear Drcool,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Thank you Tomas

Hello Drcool, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the winnings and their withdrawal. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Twin Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal is cancelled, and if he was already self-excluded, how is it possible creating an account and play? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

this is the answer i recived

Thank you. I have checked the casino's RG page and T&C page, but nowhere it is written that self-exclusion in one casino means automatic exlcusion in sister casinos. This will be interesting.

Thank you for the help

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Drcool,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. While there, I would also recommend clicking the Self-Exlusion button and follow the process, to get excluded from ANjouan-licensed casinos in the future. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej