Twin Casino - Бонусний виграш гравця вилучено.

Hello,

I found a contribution to the twin casino with you - almost exactly the same thing happened to me, only the amount in dispute is 1000 euros. And the bonus wasn't the welcome bonus but a 'normal' deposit bonus where I got 25 spins on Book of Dead. The value to be implemented was of course reached.

Here is the link from the case, which is as good as the same https://de.casino.guru/twin-casino-die-bonusgewinne-des-spielers-wurden-beschlagnahmt-

Hallo,

ich habe bei euch einen Beitrag zum twin-casino gefunden - mir ist quasi genau das gleiche passiert, nur der Streitwert beträgt 1000 Euro. Und der Bonus war nicht der Willkommensbonus, sondern ein 'normaler' Einzahlungsbonus, bei dem ich 25 Spins bei Book of Dead bekam. Der umzusetzende Wert war selbstverständlich erreicht.

Hier der Link von dem Fall, der so gut wie der gleiche ist https://de.casino.guru/twin-casino-die-bonusgewinne-des-spielers-wurden-beschlagnahmt-

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://twin.com/document/bonus-terms:

"Any bonuses and/or free spins can only be used once by each household, family, address, e-mail address and IP-address. We reserve the right to cancel/remove a bonus offer at any time in case of any suspected abuse of the offer and to terminate the offender’s account with immediate effect."

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address as yours? Have you been using VPN (Virtual Private Network) while playing? Is your account still accessible or it has been blocked?

Lastly, please forward any relevant communication between you and the casino to petronela.k@casino.guru.

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,

Petronela

Thank you for the quick reply - so, I opened my account from my mobile phone. And I'm also logged into other wifi more often. You can't rule out that someone else has registered there with it.

My friend also has an account with them, but he had one years before me - he always did everything on his cell phone.

After winning, I verified myself, they tried to turn everything around, made me wait a long time for every answer and then after weeks of back and forth told me that they didn't want to pay out because they supposedly did are 'linked IPs'. After that, I didn't get any more answers when I asked what the details look like and that I first want to understand exactly and that you should therefore please send me precise information.

So my account is still open (my friend's too).

I feel really unjustly treated!

Thanks again for the quick answer!

Vielen Dank für die schnelle Antwort - also, eröffnet habe ich mein Konto von meinem Handy. Und ich bin auch öfter in anderen Wlans eingeloggt. Da kann man ja nicht ausschließen, dass sich jemand anders darüber dort angemeldet hat.

Mein Freund hat auch ein Konto bei denen, hatte das aber schon Jahre vor mir - er hat immer alles über sein Handy gemacht.

Ich habe mich nach dem Gewinn erst mal verifiziert, die haben versucht mir aus allem einen Strick zu drehen, mich wirklich lange warten lassen auf jede Antwort und mir nach wochenlangem Hin- und Her dann gesagt, dass sie gar nicht auszahlen wollen, weil da angeblich 'linked IPs' sind. Danach habe ich keine Antworten mehr bekommen, als ich fragte, wie die Details aussehen und dass ich das erst mal genau verstehen will und sie mir deshalb doch bitte genaue Infos zukommen lassen sollen.

Also mein Konto ist noch offen (das von meinem Freund auch).

Ich fühle mich richtig ungerecht behandelt!

Danke noch mal für die schnelle Antwort!

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Katrin.

Please, could you forward it to my email adress?

jozef.k@casino.guru

We would like to ask the Twin 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’.

Good day -

yes of course I can send the things to your email address -

I'll take care of it later today!

Guten Tag -

ja selbstverständlich kann ich Ihnen die Sachen an Ihre Email Adresse senden -

ich kümmere mich im Verlauf des heutigen Tages darum!

Hello Jozef -

Can you write me your email address, please? I can't find it here at all

Hallo Jozef -

Können Sie mir bitte Ihre Email Adresse schreiben? Ich finde sie hier gar nicht

Hello Katrin.

Thank you for providing all the information. 

Please, could you confirm that you have played (at least once) from the same IP address as your boyfriend? 

How long have both of you been playing in this casino?

Hello -

So we have certainly played from the same IP, but that for a long time. My friend has been registered there for several years and I have been there for over a year. He only played from his cell phone, but was connected via my WiFi.

Hallo -

also wir haben mit Sicherheit von der selben IP gespielt, das aber schon lange. Mein Freund ist schon mehrere Jahre dort angemeldet und ich auch schon über ein Jahr. Er hat nur von seinem Handy gespielt, war aber über mein WLAN verbunden.

Have both of you passed trough the verification and have both of you done multiple deposits?

I can answer everything with yes.

Kann ich alles mit ja beantworten.

Dear Admin187.

Thank you very much for all the information. We will now try to get in touch with the Twin Casino.

We would like to ask the Twin 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’.

Hello!

May I ask for player ID or any personal information please in order to investigate?

Kind regards,

Twin

Hello,

is there any new information about the case?

Hello!

Unfortunately not 😕

Hallo!

Leider nein 😕

Dear Katrin,

We have looked into your case and kindly be informed that your account has many IP links with others accounts and as per our T&C : I'm sorry to inform you that the withdrawal is cancelled and the funds confiscated due to a violation of our T&C.

15. Any bonuses and/or free spins can only be used once by each household, family, address, e-mail address and IP-address. We reserve the right to cancel/remove a bonus offer at any time in case of any suspected abuse of the offer and to terminate the offender’s account with immediate effect.

Kind regards,

Twin Casino

Hello Katrin.

Please, could you confirm the casino statement?

Dear Admin.

Are you and your friend using same IP adress/household?

Hello everybody -

1 .: We did not take advantage of the same bonus offer (I was a deposit bonus that I got games for at Book of Dead from 04/07/2020 - my friend didn't make a deposit in April. His first deposit was End of May)

2 .: We are often in my or his household, but we don't live together.

Hallo zusammen -

1.: Wir haben nicht das gleiche Bonusangebot in Anspruch genommen (bei mir handelte es sich um einen Einzahlungsbonus, für den ich Spiele bei Book of Dead bekam, vom 07.04.20 - mein Freund hat im April keine Einzahlung getätigt. Seine erste Einzahlung war Ende Mai)

2.: Wir sind oft in meinem oder seinem Haushalt, leben aber nicht zusammen.

Dear Katrin.

Please, could you react? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello Katrin.

Is there any new info, please?

Good evening -

after I have been to the twin.com page several times in the last few days and - as a 'proof-of-address' - uploaded the required account statement for the account from which I paid in + further communication with the casino; I paid myself 85 € today that I earned. The payout was made directly after the casino's confirmation and has already been credited to my account.

I would therefore ask you, after my account has obviously been verified, to pay out the outstanding amount to my account, ending with * 6736.

Guten Abend -

nachdem ich in den letzten Tagen öfter auf der twin.com-Seite war und - als 'proof-of-adress' - für das Konto, von dem ich eingezahlt habe, den benötigten Kontoauszug hochgeladen habe + weitere Kommunikation mit dem Casino; habe ich mir am heutigen Tag 85€ ausgezahlt, die ich erspielt habe. Die Auszahlung erfolgte nach der Bestätigung des Casinos direkt und ist bereits auf meinem Konto eingegangen.

Ich würde Sie von daher bitten, nachdem mein Konto offensichtlich verifiziert sein muss, die Auszahlung des offenen Betrages auf mein Konto, endend mit *6736, vorzunehmen.

Dear Katrin,

We are investigating the matter and will get back to you shortly.

Kind regards,

Twin Casino

Dear Twin Casino team.

I am extending the timer by 10 days. Please, inform us when you finish the investigation.

Dear Katrin,

Please note that the photo that you sent is with an expired ID. Kindly send us a photo holding your valid driving licence that we have in file.

Kind regards,

Twin Casino

Dear Katrin.

Please, could you react?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.