Twin— player complaints: 27 in English

Hi, My complaint concerns unpaid cashbacks for two different weeks. I want to get 10 % cashback regarding my losses in 6.9 - 12.9 total 2000 EUR? I lost in 6.9 - 12.9 total 20000 EUR? I only received 1600 EUR cashback? From: [EDIT] Sent: Thursday, September 23, 2021 11:19 To: [EDIT] Subject: Twin - Cashback Hi [EDIT], Good morning, I hope you are well and enjoying a great week. I am sorry to hear of your disappointment, however, the terms and conditions of the offer that was sent to you twice both include the following passage. - Twin reserves the right to cancel or change this offer at any point in time. I am sorry for any inconvenience caused. Kind regards [EDIT] Twin VIP From: [EDIT] Sent: Wednesday, September 22, 2021 14:50 To: [email protected] Subject: Complaint Hi, Twin casino has changed the terms of the cashback promotion without prior notice. I want to get 10 % cashback regarding my losses in 6.9 - 12.9 total 2000 EUR? I lost in 6.9 - 12.9 total 20000 EUR? I only received 1600 EUR cashback? It's not 10 % of total losses? This was a cashback deal agreed on 27.1.2021 From: [EDIT] Sent: Wednesday, January 27, 2021 15:04 To: [EDIT] Subject: Re: Twin loyalty - free bonus Hi [EDIT], Thank you for your co-operation with our responsible gaming check, we take responsible gaming very seriously and so I am happy to see that you are in control and enjoying your play. I am happy to inform you that your request to commence a cashback deal has been accepted, you are now eligible to receive 10% of your net deposits back as cash, every week. The details are below. - Cashback is at the rate of 10%. - Cashback is based on your net deposits (Deposit, subtract withdrawals = 10%) - Current balance at time of credit is deducted from cashback amount. - Cashback is weekly, Monday to Sunday inclusive. - Cashback is paid every Monday morning. - Cashback payments and bonuses received during cashback period do not affect your next cashback payment. - Cashback is paid in unrestricted cash and can be used as you wish. - Twin reserves the right to cancel or change this offer. Your first cashback payment is scheduled for Monday 1st February for the previous 7 days. Good luck! Best regards, [EDIT] VIP Account Manager www.twin.com Dispute: Hi! I want to get cashback regarding my losses in 30.8 - 5.9? I have been provided with the terms of the cashback promotion rules in advance and have asked for clarification and received a reply on 24.3.2021 Twin casino has changed the terms of the cashback promotion without prior notice. From: [EDIT] Sent: Friday, September 10, 2021 14:47 To: [EDIT] Subject: Cashback Hi [EDIT], I am sorry to hear of your disappointment, the cashback can only be credited when the terms are met and one such term is that any pending withdrawals or balances must be taken from the cashback sum, last week your deposits were 20,000 and withdrawals were 27,000, leaving a negative balance. This should be apparent on the terms and conditions of the offer that was sent out to you. Kind regards Twin.com VIP

After a few past unfair scrutiny’s I’ve had to face with Twin this one takes the cake. Recently tried to withdrawal a $1,000 dollars. It took a few days I decided to take money back cancel withdrawal and made it to $2,000 dollars. This time I was gonna take my money. A few days passed. Withdrawal was still pending. So I reached out to the chat. They provided me with a list of options I could choose from to provide proof of where I get my money from to gamble with??? First of all this is a massive Overreach. If there so concerned with that they should do it before they accept my money. Anyways I haven’t worked in the oilfield in months. I didn’t have paystubs to provide. But one of there options was gambling winnings as a source. GREAT. I reminded fed them that a week prior they had paid me out $4,000.00 dollars. They wanted proof that THEY PAID ME??? So I gave them a screenshot of the email that confirmed the 4,000 dollar etransfer. Nope they said. We need a PDF (keep in mind they know I’m trying to provide proof that they (Twin) paid out gambling winnings to justify my playing later and winning $2,000 dollars). So I figure out how to create my own PDF of April 14th 2022 showing the $4,000 dollars they gave me. I sent it to them. That must be it right??? Nope there was some things I understood like my name wasn’t on the account page I sent. I could wait to get my month end E statement which is available in PDF but before I could relay that to them. They also cited….THAT IT HAD TO COME FROM A DIFFERENT CASINO!! [EDIT] Especially when they knew before my intention was to prove they paid me out money I used to gamble with later on.

They are [EDIT] withholding my money from me. They originally asked for my ID, bank statement and card which was all they said they needed to verify my account. Then when they verified them and it came time to process my withdrawal they made another request. They asked for a selfie of me holding my ID which I sent 3 times before they finally accepted it. Then they asked for a selfie of me holding my bank stat5ement which I had to send another 3 of before they accepted. Both times telling me it would be the last thing they requested. Then they requested another proof of address!!! Absolutely absurd and excessive and they have lied to me. I provided them 1 proof of address document which was my official enrolment at my local doctors which they rejected for no reason. I then sent them another proof of address which is my official government issued car document which they rejected as well!!! They clearly have no intention of paying me my withdrawal and are breaking their regulator's rules for excessive verification!!! I'm certain this is racist as well all because I wasn't born in Ireland. Please help fix this and make them pay.

I have complied completely with verifying my account and sent every documents multiple times. Every time I send something they ask for more. I have sent everything possible and now they're asking for an impossible request. They have requested a specific document from my bank. I drove 30 miles to my bank to get this document. I showed them the email. They printed the document. I drove 30 miles back. Twin are now lying and rejecting it for no reason other than to keep my withdrawal worth €5339. This is disgraceful and disgusting and I am being cheated. I feel sick and insulted and I want my withdrawal processed right away.

Very disappointed. Having to.jump through hoops to.be paid a $700 withdrawl and even after every document has been approved including source of wealth documents and payment methods bank.statements.. ect.. its unreal with the amount of money I put into this casino and they even give me vip status. Usually my withdrawals are in my account within 12 hours.. even as little as an hour.. now its been a week and they now.ignore me.

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.

Twin have generally been very accommodating and I consider them a premium operator. Payouts are completed without a hitch and done so expediently. Which is why I find it difficult to digest that they would allow me to seek assistance from a third party in regards to such a relatively minor some when gauged against my deposits. The dispute involves their loyalty scheme. I am a vip user with this operator. I accumulate cashback on net losses at a weekly rate of 10 percent. On Monday Nov 25 I deposited couple hundred into my account 800. After losing this amount I decided to take a break for 30 days. On the limits page there is the option to a) take a break, which I can enable on my own from the menu, and b) there is the option to self exclude, which requires the customer to contact support to initiate. The loyalty scheme that is subject to this dispute specifically excludes from participation accounts which are either excluded by the operator or are self excluded. Twin is not willing to credit cashback based on this rule. The issue with their logic is that should I take a 24 hour break today (thursday) until tomorrow, then this upcoming Monday my account will still receive cashback on net losses accrued on monday tuesday wednesday, thursday, saturday and sunday, and be credited to my account without issue on the upcoming monday. I have received my cashback for prior instances where I took a 24 hour timeout to allow processing of withdrawals. So I find arbitrary that if a 24 hour break is allowed to accumulate cash back, then why is a 30 day break not? After all, this is not a self exclusion, which is identified as a separate and distinct control from one of taking a break. Furthermore, no where in the terms and conditions for the loyalty scheme is it stated that an account on a break or time out does not qualify. Accordingly, I believe the time out break that i took were correctly not considered and included in the terms and conditions for when the loyalty scheme provisions were drafted and published, which do expressly identify self excluded and operator excluded accounts as being not eligible to accumulate rewards from the loyalty scheme. Also, the mere fact they are individual and distinct options of actions in the gaming limits page would suggest that taking a break does not constitute a self exclusion because if this were the case then the option of time out would not be available alongside the option to self exclude and instead there would simply be one option to self exclude with different periods of time available to do so. After compounding all these factors, the there is a clear indication that taking a break is not excluded from participating in the loyalty scheme. In any event the net losses were not accumulated during the time out period. They were in fact accumulated before the period commenced. They are not a bonus in terms of bonus funds for purposes of loyalty scheme as it is directly credited to the cash balance and not the bonus balance. So ultimately, cashback cannot be a bonus because it lacks conditions and so it is exactly that, cash that is being returned to the player and ultimately forms a part of the cash balance. The reactivation of account was not.predicated on the bonus because I have since reactivating my account made deposits with this operator. Multiple deposits in fact. For the record Twin has been professional with myself throughout my time with them. I have deposited quite frequently there and have usually been treated well. this is not to malign their brand or otherwise in an attempt to extract a few dollars. I truly believe there is a lack of direction and information on this aspect of their loyalty scheme and it is being used to their advantage. There is no clear terms and conditions surrounding this. If I had known they would try and do this i would of simply not took a time out. The amount in dispute is not significant and I'm sure they will make the correct decision. But for the time being they are not willing to listen to my position and reconsider their decision on this matter.