Twin Casino - Der Spieler hat Mühe, die Kontobestätigung abzuschließen.

Hello!

I have never made a withdrawal at twin casino, now that I have tried to do so, they have asked for several different details, I have repeatedly submitted everything and finally asked them for a bank statement in pdf file, but now they say that it is not original, have paid to get the certificate, but I don't understand how they want me to do more?

Hej!

jag har aldrig gjort uttag på twin casino, nu när jag har försökt göra det så har dem bett om flera olika uppgifter, jag har gång på gång skickat in allting och tillslut bad dem om ett bank statement i pdf fil, men nu säger dem att den inte är original, har betalat för att få intyget, men jag förstår inte hur dem vill att jag ska göra mer?

Dear Okand123,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Okand123,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.