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Twin - Arbitrary

Ruling

Resolved - Twin Casino have informed us that they contacted the submitting complainant and resolved this issue directly with them.

Read our Twin Casino Review.

Player's Complaint

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.

Read the casino review

4 Responses

ThePOGG
December 28, 2019

Hi gstprimo - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

gstprimo
January 7, 2020

Twin has been top notch and professional. My vip account manager has advised me that they have decided to rectify the issue and credit my account the amount in dispute. This complaint can be completely withdrawn.

ThePOGG
January 10, 2020

Hi gstprimo,

Thanks for letting us know - it is appreciated!

ThePOGG

gstprimo
January 11, 2020

apparently your confirmation to the casino is needed to rectify the issue. They have held off on payment for almost a week now. Can you by any chance take care of that?

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Agreement

gstprimo consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Twin
  • Malta Gaming Authority
  • Oring Ltd.

December 28, 2019

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.