Twin Casino - La cuenta del jugador está restringida y las ganancias están bloqueadas.

I would like to share my experience with the betting site 'Twin' to alert other players about practices I consider fraudulent and disrespectful.

Recently, my account was restricted and limited within a few days, without a clear justification. Additionally, I was forced to go through lengthy and complicated verification processes more than once in a matter of days. This occured after I completed the entire KYC process just a few weeks ago.

The first verification was relatively quick, but the second became extremely prolonged. It reached the absurd point where they wanted to schedule a video call that would last between 10 to 20 minutes at a time chosen by them just for me to complete the verification.

I refused and will not proceed with any kind of verification again, and as a result, my balance is now blocked, and I am completely unable to withdraw or use my account.

This behavior clearly shows that 'Twin' does not accept winning players and does not act ethically towards its customers. Therefore, I urge all players to avoid this platform to not face the same issues.

If you're looking for a transparent and fair gaming experience, 'Twin' is not the right choice.

Gostaria de partilhar a minha experiência com a casa de apostas 'Twin' para alertar outros jogadores sobre práticas que considero fraudulentas e desrespeitosas.

Recentemente, a minha conta foi restringida e limitada em poucos dias, sem justificativa clara. Além disso, fui forçado a passar por processos de verificação demorados e complicados mais de uma vez em questão de dias. Isto depois de ter concluido todo o processo de KYC há poucas semanas atrás.

A primeira verificação foi relativamente rápida, mas a segunda tornou-se extremamente prolongada. Chegou ao ridículo de quererem agendar uma videochamada que duraria entre 10 a 20 minutos a uma hora por eles agendada para que eu concluísse a verificação.

Rejeitei e não volto a proceder a nenhum tipo de verificação e agora como resultado, o meu saldo encontra-se bloqueado, e estou completamente impossibilitado de o retirar ou de utilizar a minha conta.

Este comportamento demonstra claramente que a 'Twin' não aceita jogadores vencedores e não age de forma ética para com os seus clientes. Por isso, apelo a todos os jogadores que evitem esta plataforma para não enfrentarem os mesmos problemas.

Se procuram uma experiência de jogo transparente e justa, a 'Twin' não é a escolha certa.

Dear GS94, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Moreover, please note that casinos are eligible to request additional verification if necessary. If you are not willing to undergo video call verification, we are unable to assist you.

Could you please specify why you refuse to make a video call with the casino?

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

Best regards, 

Veronika

Dear GS94,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

My problem isn't KYC. It's the constant requests for verification. It's abusive for a customer to have to verify their account this often.

I'm not looking for a solution. I just hope that my experience can serve as a warning to future players.

O meu problema não é o KYC. São os constantes pedidos de verificação. É abusivo um cliente ter que verificar a sua conta com esta frequência.

Eu não pretendo nenhuma solução. Só espero que a minha experiência possa servir de alerta para futuros jogadores.

I understand your frustration and I truly appreciate you sharing your experience. I agree that being asked to verify your account multiple times in such a short period can feel excessive.

On the other hand, please be aware that as mediators, we are unable to intervene in situations where players choose not to comply with the verification process, as this is typically required for both security and regulatory reasons.

Please let me know if there is anything else I can assist you with. Thank you for your cooperation.

Dear GS94,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.