Twin Casino - Ο παίκτης ισχυρίζεται ότι η πληρωμή καθυστέρησε.

On September 1, 2026, I made a deposit of 12€ on the Twin225 platform, which was added to an 18€ balance I already had in my account from previous activity, bringing the total to 30€. While using the platform, I placed sports bets and also played the Aviator/Crash game.

Later, I decided to stop using the platform and requested that my account be closed and my total balance (the €18 that was already there plus the €12 from my last deposit) be withdrawn.

On September 7, I contacted support via live chat to formally request the account closure and the return of my funds. The representative informed me that, in order to proceed with an immediate withdrawal without meeting the wagering requirements, they might apply a 5% fee on the total amount of my deposits. I accepted the proposal, and the fee, in the amount of €0.60, was effectively deducted from my balance during that same conversation.

However, on the morning of September 8, I received an email from the finance department canceling my withdrawal. They cited section 4.17 of the Terms and Conditions, requiring me to place bets totaling €12 on sports (with minimum odds of 1.60) or in the casino. Using this justification, the casino refuses not only to refund my €12 deposit but also completely illegitimately withholds the €18 that already belonged to me prior to this latest deposit.

I contacted support again via chat to report the breach of agreement. The new representative refused to honor the solution proposed the previous day, claiming that "there are no agreements in chat conversations; all requests go for approval." To make matters worse, the platform refused to refund the €0.60 that had already been deducted from me to cover the fee for that very withdrawal, which they have now canceled.

I was deliberately misled by Twin225’s support team, which charged me an administrative fee under false pretenses to withhold all of my money and force me to risk it.

I request that the Casino Guru team intervene to mediate this situation. I demand that the casino refund the €0.60 that was wrongfully deducted and process the immediate withdrawal of all my funds (€30) to my bank account, closing the account thereafter.Attached, I have provided all the evidence, including the deposit receipt and screenshots of the chat conversations and emails received.

No dia 1 de setembro de 2026, efetuei um depósito de 12€ na plataforma Twin225, valor que se juntou a um saldo de 18€ que eu já possuía na conta fruto de atividade anterior, perfazendo um total de 30€. Durante a minha utilização, realizei apostas desportivas e joguei também no jogo do avião (Aviator/Crash).

Posteriormente, decidi não continuar a utilizar a plataforma, solicitando o encerramento da minha conta e o levantamento do meu saldo total (os 18€ que já lá estavam acrescidos dos 12€ do último depósito).

No dia 7 de setembro, contactei o suporte via chat ao vivo para formalizar o pedido de encerramento e a devolução dos fundos. O assistente informou-me que, para prosseguir com o levantamento imediato sem cumprir requisitos de apostas, poderiam aplicar uma comissão de 5% sobre o valor dos depósitos. Aceitei a proposta e a referida taxa, no valor de 0,60€, foi efetivamente deduzida do meu saldo nessa mesma conversa.

Contudo, na manhã de 8 de setembro, recebi um e-mail do departamento financeiro a cancelar o meu levantamento. Invocaram a secção 4.17 dos Termos e Condições, exigindo que eu realizasse apostas no valor total de 12€ em desporto (com odds mínimas de 1.60) ou no casino. Com esta justificação, o casino recusa-se a devolver não apenas o meu depósito de 12€, mas retém também de forma completamente ilegítima os 18€ que já me pertenciam antes deste último depósito.

Voltei a contactar o suporte via chat para denunciar a quebra do acordo. O novo assistente recusou-se a honrar a solução proposta no dia anterior, alegando que "não há acordos em conversas de chat, todos os pedidos vão para aprovação". Para agravar a situação, a plataforma recusou-se a devolver os 0,60€ que já me haviam sido retirados para pagar a taxa desse mesmo levantamento que agora cancelaram.

Fui deliberadamente induzido em erro pelo suporte da Twin225, que me cobrou uma taxa administrativa sob falsos pretextos para reter a totalidade do meu dinheiro e forçar-me a arriscá-lo.

Solicito a intervenção da equipa do Casino Guru para mediar esta situação. Exijo que o casino reponha o valor de 0,60€ indevidamente retirado e processe o levantamento imediato da totalidade dos meus fundos (os 30€) para a minha conta bancária, encerrando a conta de seguida.m anexo, disponibilizo todas as provas, incluindo o comprovativo de depósito e as capturas de ecrã das conversas do chat e dos e-mails recebidos.

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Dear alexarroio,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I understand your concern, particularly regarding the €0.60 fee that was deducted after you agreed to the solution proposed by live chat support.

I would like to clarify the wagering activity connected to your deposits. Casinos generally require deposited funds to be wagered before they can be withdrawn. This is a common anti-money-laundering measure intended to prevent casino accounts from being used simply to deposit and transfer money without genuine gambling activity.

You mentioned that you placed sports bets and also played Aviator/Crash before requesting the withdrawal.

• Could you please clarify whether the €12 deposit made on September 1 was fully wagered at least once before you requested the withdrawal?
• Additionally, do you know whether the previous €18 balance originated from deposits that had already been fully wagered?
• If possible, please provide a screenshot of your betting/game history showing the relevant wagers made after the €12 deposit. This will help us determine whether the casino's wagering requirement under section 4.17 was still applicable to your balance.

Thank you for your cooperation.

Dear alexarroio,

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.