Twin Casino - Τα χρήματα του παίκτη κατάσχονται από το καζίνο.

Yet another casino licensed in Curaçao that accepts Mbway payments in Portugal and refuses to comply with Portuguese law and SRIJ's self-exclusion. They won't refund my 140 euros.

Mais um casino licenciado em Curaçao que aceita pagamentos Mbway em Portugal e se recusa a cumprir a lei portuguesa e a autoexclusão da SRIJ. Não me querem devolver os 140 euros.

Dear brunomeirinhas,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Twin Casino.

Please note casinos not licensed in Spain won't be part of the SRIJ self-exclusion scheme.

If you need protection however we believe online casinos are required to provide a self-exclusion mechanism. I checked the website and found self-exclusion instructions on the website here: https://twin131.com/responsible-gambling

Comprehensive self-exclusion

Customers who have recognized that their gambling activities have become problematic and who wish to permanently exclude themselves from participating in other gambling activities may do so by submitting a Comprehensive Self-Exclusion Request Form with the necessary personal information and government-issued identification to the Commission. Make sure you read this form carefully before submitting it. After verifying your request, the Commission will take steps to permanently exclude you from all interactive gaming sites licensed and regulated by the Commission.

Once effective, your voluntary self-exclusion is PERMANENT AND IRREVOCABLE.

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you requested a self-exclusion in the casino? Is your player's account accessible to you?
• Is there any balance left on your player's account?

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear brunomeirinhas,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Twin Casino.

Please note casinos not licensed in Spain won't be part of the SRIJ self-exclusion scheme.

If you need protection however we believe online casinos are required to provide a self-exclusion mechanism. I checked the website and found self-exclusion instructions on the website here: https://twin131.com/responsible-gambling

Autoexclusão Abrangente

Os clientes que reconheceram que as suas atividades de jogo se tornaram um problema e que desejam excluir-se permanentemente da participação noutras atividades de jogo podem fazê-lo enviando à Comissão um Formulário de Solicitação de Autoexclusão Abrangente com as informações pessoais necessárias e identificação emitida pelo governo. Certifique-se de ler este formulário com atenção antes de o enviar. Depois de verificar o seu pedido, a Comissão tomará medidas para o excluir permanentemente de todos os sites de jogos interativos licenciados e regulamentados pela Comissão.

Uma vez efetiva, a sua autoexclusão voluntária é PERMANENTE E IRREVOGÁVEL.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you requested a self-exclusion in the casino? Is your player's account accessible to you?
• Is there any balance left on your player's account?

Thank you very much in advance for your reply.

Best regards,

Tomas

They suspended my account already but this way I need to apply for self exclusion in every single one casino licensed in Curacao which doesn't make sense because if they are operating in Portugal then they must also follow portuguese rules and laws.

My balance shows 0.96 EUR but what about the 140 EUR? Is there any way I can get that back since they are operating ilegally?

They still refuse to refund the 140 euros

Eles continuam a recusar devolver os 140 euros

Thanks for your messages.

If you inform the casino about suffering from gambling problems when requesting a self-exclusion, the casino should protect you. If such protection fails you are eligible for a refund.

We understand your point of view. Unfortunately, Curacao-licensed casinos are not obligated to share self-exclusion with other brands. From our article on the topic: https://casino.guru/licensing-authorities/curacao-license

So far, there is no way to exclude from all Curaçao online casinos at once, but it is stipulated that every operator must offer players the ability to exclude themselves for a minimum of 6 months.

Could you please share details regarding your self-exclusion request with me? Forward it to my email at [email protected]

They refuse to refund the 140 euros

Eles recusam o reembolso dos 140 euros

They are not replying to my emails. Still waiting for the 140 euros refund that they declined.

The casino didn't reply yet. What can I do to get this refund asap?

For us to proceed with the complaint, please share your self-exclusion request with me, along with the details regarding the issue:

• Could you please explain when you requested self-exclusion from the casino and when you made the 140€ deposit?
• Have you played down the deposit after requesting self-exclusion in the casino?

My email is [email protected]

Subject: Complaint against Twin - Violation of self-exclusion

Dear all,

The situation with Twin Casino is much more serious than a simple matter of dates or procedures. The core problem is that the casino violated self-exclusion by allowing me to make deposits even though I was self-excluded, which is a clear violation of responsible gaming rules.

It doesn't matter when I requested self-exclusion or when I made the €140 deposit. What matters is that my account should never have allowed access, deposits or bets after self-exclusion. The fact that the casino accepted the deposit and let me play means that they seriously failed to fulfill their legal obligations.

I have already informed Twin Casino about this violation and demanded an immediate refund of the €140, but so far I have not received a satisfactory response. I am reporting this case to the regulatory authorities and hope that Casino Guru will treat this complaint with the seriousness it deserves.

I await a clear position on the next steps.

Sincerely,

Bruno ****

Assunto: Reclamação Contra Twin – Violação da Autoexclusão

Prezados,

A situação com o Twin Casino é muito mais grave do que uma simples questão de datas ou procedimentos. O problema central é que o casino violou a autoexclusão, permitindo que eu fizesse depósitos mesmo estando autoexcluído, o que é uma infração clara das regras de jogo responsável.

Não importa quando eu solicitei a autoexclusão ou quando fiz o depósito de 140€. O que importa é que a minha conta nunca deveria ter permitido acessos, depósitos ou apostas após a autoexclusão. O facto de o casino ter aceitado o depósito e deixado-me jogar significa que eles falharam gravemente no cumprimento das suas obrigações legais.

Já informei o Twin Casino sobre esta violação e exigi o reembolso imediato dos 140€, mas até agora não obtive uma resposta satisfatória. Estou a reportar este caso às autoridades reguladoras e espero que o Casino Guru trate esta reclamação com a seriedade que merece.

Aguardo um posicionamento claro sobre os próximos passos.

Atenciosamente,

Bruno ****

Please help me. They even don't reply to my emails. Help me getting this refund.

The self-exclusion in 2022 was not for this specific casino but for ALL casinos operating legally in Portugal (licensed by SRIJ), which unfortunately is not the case with this and many other casinos, which continue to operate illegally in Portugal, allowing easy registrations and deposits, without identity verification, allowing self-excluded players and even children to register, deposit and lose money quite easily and quickly.

A autoexclusão em 2022 não foi para este casino em específico mas sim para TODOS os casinos que operem de forma legal em Portugal (licenciados pela SRIJ) que infelizmente não é o caso deste e de muitos outros casinos, que continuam a operar de forma ilegal em Portugal, permitindo registos e depósitos fáceis, sem verificação de identidade, permitindo que jogadores autoexcluídos e até crianças possam registar, depositar e perder dinheiro de forma bastante fácil e rápida.

Thanks for your replies.

Unfortunately, SRIJ-issued self-exclusion will apply only to casinos licensed under that license. Twin Casino is not licensed under SRIJ and, therefore will not be part of the same self-exclusion scheme.

If you want to be protected in casinos not licensed in SRIJ, you'll need to request a self-exclusion due to gambling issues in every casino where you have an open account.

From our point of view, you are not eligible for a return of losses accrued before informing the casino about gambling problems.

• Could you please specify whether the casino allowed you to deposit after you informed them about your gambling problems?

Thank you for your reply. However, I would like to clarify a few important points about Twin Casino and reinforce that the 140€ refund is due, regardless of the license under which the casino operates.

1. Twin Casino has failed to comply with international Responsible Gaming guidelines

Even though Twin Casino is not under the jurisdiction of SRIJ, it has an obligation to respect international player protection policies, including:

Identity verification to prevent self-excluded players from depositing and playing.

Blocking access to players who have reported gambling problems.

Implementing effective preventative measures to avoid exploitation of vulnerable players.

Twin Casino has failed in these obligations by allowing me to register, deposit and lose money without any prior verification.

2. The self-exclusion request does not exempt the casino from refunding the amounts deposited

The argument that "I am not entitled to a refund because I requested self-exclusion after losing the money" is not valid:

The operator's responsibility is to prevent self-excluded players from depositing and playing from the start.

If Twin Casino had complied with the principles of Responsible Gaming, I would never have been able to register and deposit.

Other operators have already recognized this mistake and refunded in similar situations, demonstrating that this is the correct solution.

3. Twin Casino may face sanctions for this practice

Twin Casino operates under the license of the Kahnawake Gaming Commission, which requires strict player protection measures. Failure to implement these measures could result in regulatory sanctions and impact the casino's reputation.

I have already reported this situation to the following entities:

Kahnawake Gaming Commission (KGC) - For investigation of non-compliance with responsible gaming regulations.

Bank and EUPAGO (MBWay) - To contest payments that were improperly processed.

Media and consumer protection associations - To expose this abusive practice.

Conclusion - The €140 Refund Must Be Made

Twin Casino accepted deposits and bets without ensuring that the player was fit to play, violating the basic principles of Responsible Gaming. Furthermore, as soon as I realized that the self-exclusion was not being respected, I immediately requested that the account be closed.

Given that the deposits were accepted irregularly and without complying with player protection rules, I demand a full refund of €140.

I await your position on this request.

Obrigado pela sua resposta. No entanto, gostaria de esclarecer alguns pontos importantes sobre o Twin Casino e reforçar que o reembolso dos 140€ é devido, independentemente da licença sob a qual o casino opera.

1. O Twin Casino falhou em cumprir as diretrizes internacionais de Jogo Responsável

Mesmo que o Twin Casino não esteja sob a jurisdição do SRIJ, ele tem a obrigação de respeitar as políticas internacionais de proteção ao jogador, incluindo:

Verificação de identidade para impedir que jogadores autoexcluídos depositem e joguem.

Bloqueio de acessos a jogadores que informaram problemas de jogo.

Implementação de medidas preventivas eficazes para evitar a exploração de jogadores vulneráveis.

O Twin Casino falhou nessas obrigações ao permitir que eu me registasse, depositasse e perdesse dinheiro sem qualquer verificação prévia.

2. O pedido de autoexclusão não isenta o casino de reembolsar os valores depositados

O argumento de que eu "não tenho direito a reembolso porque solicitei a autoexclusão depois de perder o dinheiro" não é válido, pois:

A responsabilidade do operador é impedir que jogadores autoexcluídos depositem e joguem desde o início.

Se o Twin Casino tivesse cumprido os princípios de Jogo Responsável, eu nunca teria conseguido registrar-me e depositar.

Outros operadores já reconheceram esse erro e procederam ao reembolso em situações semelhantes, demonstrando que essa é a solução correta.

3. O Twin Casino pode enfrentar sanções por essa prática

O Twin Casino opera sob a licença da Kahnawake Gaming Commission, que exige medidas rigorosas de proteção ao jogador. A falha em implementar essas medidas pode resultar em sanções regulatórias e impacto na reputação do casino.

Já reportei essa situação às seguintes entidades:

Kahnawake Gaming Commission (KGC) – Para investigação do não cumprimento das normas de jogo responsável.

Banco e EUPAGO (MBWay) – Para contestação dos pagamentos processados indevidamente.

Meios de comunicação social e associações de defesa do consumidor – Para expor essa prática abusiva.

Conclusão – O Reembolso de 140€ Deve Ser Efetuado

O Twin Casino aceitou depósitos e apostas sem garantir que o jogador estava apto a jogar, violando os princípios básicos de Jogo Responsável. Além disso, assim que percebi que a autoexclusão não estava a ser respeitada, solicitei imediatamente o encerramento da conta.

Dado que os depósitos foram aceitos de maneira irregular e sem cumprir as normas de proteção ao jogador, exijo o reembolso integral de 140€.

Aguardo o vosso posicionamento sobre este pedido.

Please help me getting this refund. The casino is operating ilegally in Portugal since they don't have a license on SRIJ. Therefore they must refund the full amount.

Dear brunomeirinhas,

You keep mentioning you have been self-excluded, however, SRIJ self-exclusion will be effective only in SRIJ-licensed casinos.

I am sorry, but as it was explained to you on multiple occasions, in online casinos that aren't covered by national self-exclusion schemes and where despite not being licensed the casino accepts players from your country, you need to seek protection by using the tools provided by the casino, such as self-exclusion due to gambling addiction.

We can only help you request a refund if you inform the casino about your gambling problems and such protection fails.

Since you failed to provide relevant evidence of informing the casino about your gambling addiction before spending money, the complaint cannot continue and will be closed as rejected. I encourage you to take advantage of self-exclusion mechanisms in online casinos if you happen to register in such casinos in the future.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any online casinos in the future.