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I am having trouble with withdrawals because they are asking for a lot of documents. I have sent my ID, bank card number, and a picture of my bank account, but the verification still isn't working. Please help me.

Jag har problem med uttag då dem kräver en massa dokument och jag har skickat både id handlingar och på bankkort nummer och bild på mitt bankkonto och ändå så funkar inte veriferingen snälla hjälp mig

Dear nimoahmedali91, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved by 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have left a photo of my passport and my bank card on my mobile and my bank card number on a picture on my computer where you can see my name on the profile and my bank card and information. Sent a selfie of myself holding up a piece of paper that says my name, address, social security number, they just ask for more documents sent 3 days ago and the day before several times and yesterday

Jag har lämnat bild på mitt pass och på mitt bankkort på mobilen och mitt bankkorts nummer på bild på min dator där man ser mitt namn på profilen och mitt bankkort och uppgifter. Skickat selfie på mig själv hålla upp en lapp där det står mitt namn,adress,personnummer, dem ber bara om mer dokument skickade för 3 dagar sen och iförregår flera gånger och igår

I have also now sent in a certificate from the bank in pdf file that I own the bank card.

Jag har även nu skickat in intyg från banken i pdf file att jag äger bankkortet.

Thank you for your responses.

Please forward the documents that have not yet been approved by the casino during the KYC process to [email protected]. Additionally, if you have any relevant communication with the casino's customer support regarding your verification, please include that as well.

Thank you for your cooperation.

Have sent everything I sent to them including the communication with them. They write the same thing all the time. I have screenshotted from my bank how they withdrew from my account via a name smpay and then a name deposit. Which does not show up on my account statement sent after a new order to see that there was no mistake.

Har skickat på allt jag skickat till dem inklusive kommunikationen med dem. Dem skriver samma sak hela tiden. Jag har screenshotat från mina bank hur dem dragit från mitt konto via ett namn smpay och sen en vid namn deposit. Vilket inte kommer fram på mitt kontoutdrag skickat efter en ny beställning för att se att det inte blivit fel.

They got the last one today and now ask me again to send documents that they accepted and want me to do again they ask for new documents again and again and again

Dem fick det sista idag och ber mig nu igen att skicka dokument som dem accepterat och vill att jag ska göra igen dem ber om nya dokument om och om och om igen

Thank you very much, nimoahmedali91, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear nimoahmedali91, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Twin Casino representative to join this conversation. 

Dear Twin Casino, could you please provide more information about this case? 

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Casino Guru team,

The client's withdrawal was delayed due to an activity check. It was successfully processed on 30/12/2024 at 09:56 GMT+3.

The case can be closed.

Best regards,

Alexander

Twin Compliance Officer

Thank you for the fast response, Twin Casino. 

nimoahmedali91, could you please advise if you have received the payment?

Dear nimoahmedali91,

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.