Twin Casino - Unpaid winnings
I had been playing at Twin for a long time without issues, until I had a bigger win at the end of September and made withdrawals for a total of 20.000 euros which all remain now unpaid.
It started out as a regular "Soure of Wealth" process like at any MGA-licensed casino. The requests however started to seem excessive and a bit unusual, for example for unrelated accounts or the account statements were requested without blacking out private and/or irrelevant information, which was quite suspicious. I however kept delivering documents to assist in meeting all regulatory requirements.
After the final document was sent and approved, on September 30th the "Source of Wealth" and "Source of Funds" process was finally completed: "The document was verified leaving just a short questionnaire for you to fill out before we close this process." .... "This should take a couple of minutes and then we can get to the good stuff, cashback and payments :)" I accepted this, immediately filling and sending the questionnaire to complete the process in order to get my money.
Despite the regulatory requirements having been finally now met, my withdrawals were still not paid. What followed were more arbitrary requests, with new requests appearing every time I had uploaded the previously requested documents. It became soon apparent there was no actual regulatory reason for any of the never-ending requests except to delay paying my withdrawals, and they did not seem to hide or deny this either.
I however kept delivering new documents, like my face next to my Passport - and an account statement now for an even longer period, 6 months. In my account statement they saw my winnings from other casinos, so next they requested for several casinos a "proof of winnings, the accepted document in this instance is a signed confirmation of winnings from the operator". However I am unable to deliver documents which I am not able to obtain from casinos. Twin also disabled uploading any documents on my account page, making sure I am not even able to upload any documents. (I have told that I prefer uploading them securely onsite instead of e-mailing which is not considered safe)
Twin surely knows that not all casinos offer the kind of documents they asked for, and that it can take at least several weeks to get any similar documents from most casinos. They also know I immediately requested for these documents and promised to deliver them once I have them - yet Twin has kept constantly sending me numerous e-mails asking for these documents, while of course understanding I do not yet have such documents. When I reply and ask for the reason for constantly asking me for documents I do not yet have, they always reply by asking me again to send them the documents.
October 15th they sent me another e-mail asking for the documents and telling me my withdrawals had been cancelled and my account had been locked. I replied explaining that until they finally enable document uploading by opening slots for this on their website, I would not be able to upload documents in the first place. October 16th they replied and asked to "...upload them directly via your account" which was again only nonsense, as they had still not enabled my account for uploading documents - and had now even locked my account to make sure I could not upload anything.
The documents I have provided clearly show the source of wealth for my deposits to Twin. Further, already my previous wins from Twin were sufficient to fund my new deposits to Twin - and to fulfill the "Source of Wealth" requirements in this case.
Since I have already delivered all relevant documents and spent an exceptional amount of time complying to the requests - even after Twin had already confirmed they only needed the questionnaire to close the process - I expect my withdrawals to be paid without further delay.
