Twin Casino - El jugador no puede terminar la verificación.

I made 2 withdrawals, one of 4500 and another of 1200,

They ask me to verify my account first by requesting a document indicating that the card number belongs to me, my card is a debit card and my name does not appear on it, I sent a document that the bank provided me indicating my name, address, card number, and They keep asking for the same document that the card belongs to me.

Realicé 2 retiros, uno de 4500 y otro de 1200,

Me piden verificar mi cuenta primero solicitando un documento donde indique que el número de tarjeta me pertenece, mi tarjeta es débito y no figura mi nombre en ella, envié un documento que me proporcionó el banco donde indica mi nombre dirección número de tarjeta, y me siguen pidiendo el mismo documento que la tarjeta me pertenece.

Hello jftheldorado,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Twin Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you begin the verification process and when was the last time you had to send them a new document? Is every other document expect the card already verified? Did the casino explain what is wrong with the statement you provided?

Looking forward to your answer.

Regards,

Nick

The verification process takes 7 days, the last time I sent a document was almost 2 days ago, they ask me that my card contain my name and my card is debit, which has no name and provide a document where the bank indicates that the card number belongs to me.

I would like you to help me with the documentation, I do not understand much of the requested documents.

El proceso de verificación lleva 7 días, la última vez que envié un documento fue hace casi 2 días,me piden que mi tarjeta contenga mi nombre y mi tarjeta es débito, el cual no tiene nombre y proporcione un documento donde el banco indica que el número de tarjeta me pertenece.

Me gustaría que me ayudarán en la documentación, yo no entiendo mucho de los documentos solicitados.

Hello jftheldorado,

Did you send the casino the bank statement regarding your card? Which documents are still pending, could you please elaborate?

I have everything verified, the KYC approved, but still they put obstacles in my way to be able to withdraw, now they tell me that I cannot withdraw to my card that it has to be to my bank account that is already verified, I request the withdrawal and they ask me to verify my account * **7270 and that number is my ID, it's not my bank account, I think twin is a real scam.

Tengo todo verificado el KYC aprobado, pero aún así me ponen trabas para poder retirar, ahora me indican que no puedo retirar a mi tarjeta que tiene que ser a mi cuenta bancaria que ya está verificada, solicito el retiro y me piden verificar mi cuenta ***7270 y ese número es mi DNI, no es mi cuenta bancaria, creo que twin es una verdadera estafa.

Now they inform me that they reject my withdrawals because the information is incorrect, If I enter only that information, the withdraw button does not work , this information was provided by my bank and they don't accept it either, I also tried to enter a withdrawal with my full name in exchange for my DNI, but they still reject it.

I've been trying to withdraw for almost 1 month and they don't give me a solution, their answer is that the mistake is mine and that I solve the problem. I don't recommend using twin because it has terrible customer service, the worst customer service of all the bookmakers I played at.

Ahora me informan que rechazan mis retiros por qué la información es incorrecta, si ingreso solo esa información el botón de retirar no funciona, está información me proporcionó mi banco y tampoco lo aceptan, intente también ingresar un retiro con mi nombre completo a cambio de mi DNI, pero igual lo rechazan.

Llevo casi 1 mes intentando retirar y no me dan solución, su respuesta es que el error es mío y que solucione el problema. No recomiendo usar twin por qué tiene un pésimo servicio al cliente, el peor servicio al cliente de todas las casas de apuestas en las que jugué.

Thank you ftheldorado for all the information so far. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Now they ask me to verify again my card that ends in 3794, when the document was sent on April 8 and 11

, that page is really a joke, I regret having played in twin, the worst customer service that can exist.

Ahora me piden verificar nuevamente mi tarjeta que termina en 3794, cuando el documento se envió el 8 y 11 de abril

, es en verdad una payasada esa página, me arrepiento haber jugado en twin, el peor servicio al cliente que pueda existir.

Hello jftheldorado,

I went over the details of the case and will assist you with it from now on. First, I apologize for the late response.

Twin Casino, could you explain what seems to be the problem? When jftheldorado tried to withdraw their winnings, the menu for a bank transfer didn't allow them to enter the bank account number in the format you require. Could you advise what steps should be taken to finish the process successfully?

Could you also advise what documents are needed at this time by you to finalize the verification of the transaction?

Hello,

we were unable to withdraw his funds to the desired payment method of the client due to the information input provided. In order to speed up the process we offered an alternative solution to a different payment method upon verification of such.

In order to complete the verification we require a Bank statement showing a transaction to TWIN made by the Credit card in question. The previously provided documents did not hold any name of the client. Therefore additional documentation is needed prior to complete the transaction.

now it turns out that my other card is not verified, and it proves that it is a lie , that was the mail sent on April 18 and this is the receipt attached to the mail , according to them it does not have my name .

Twin every day invents a new excuse not to let me retire.

ahora resulta que mi otra tarjeta no está verificada, y prueba que eso es mentira , ese fue el correo enviado el 18 de abril y este es el recibo adjuntado en el correo , según ellos no tiene mi nombre .

Twin cada día inventa una nueva excusa para no dejarme retirar.

Hello all,

Thanks to Twin Casino for the reply.

We appreciate you offered the player an alternative for the withdrawal, however, what is preventing proceeding with the original payment via a bank transfer?

Can't you process the payment with the intended information instead of what the system allows jftheldorado to enter? jftheldorado's intention is clearly shown on the screenshots. Would you be able to process it once the withdrawal request is submitted?

Hello,

we are happy to inform that this issue is now resolved. The account is now fully verified and the withdrawal has been paid out.

Please allow 2 to 5 business days for the funds to reach the bank account. However, please note that in some circumstances, it can take as long as 10 business days.

We again apologize for any inconvenience caused.

Hello,

thanks for the update to the Twin Casino team.

jftheldorado, that is good news! Please let us know when you receive your winnings. I will keep the complaint open until we receive a confirmation from you. Much appreciated!

Hello jftheldorado,

Has there been any news? Has the money been paid out to you?

Good evening, last week I received the transfer, it arrived 300 dollars less at the exchange rate of my country, request a receipt of the transfer they made to know where the difference is, I am still waiting for the response by mail.

Buenas noches, la semana pasada me llegó la transferencia, llegó 300 dólares menos al tipo de cambio de mi país, solicite un comprobante de la tranferencia que realizaron para saber dónde se encuentra la diferencia, aún sigo esperando la respuesta por correo.

Hello jftheldorado,

The fact you received your winnings is great news!

Has the casino provided you with a receipt -like you asked or did they provide you with an explanation why there was a discrepancy in the amount you received?

Hello jftheldorado,

Do you have any news? Have you received any reply from the casino regarding the difference?

Hello jftheldorado,

since the main issue was the verification of your account, and you don't wish to pursue this further, I will now close the complaint as resolved.

I am very sorry, but the exchange rates for transactions are usually not something the casino has direct control of. We wish the casino would reply with their explanation directly in the complaint before it's closed but unfortunately, they stopped responding for the time being.

Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.