Twin Casino - non paiement

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

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Player's Complaint

On June 11, I made a request for withdrawal via interac etransfer in the amount of CAD $500. I always make my deposits this way and I have withdrawn winnings at the casino a few times without any difficulty. They send an email as with any other transfer to my email address which automatically transfers me to a bank of our choice to finalize the transfer with the code they send us on an SMS of our choice. It turns out that I was wrong by typing the phone number so I was unable to finalize the transaction. I contacted an agent on the chat who could not give me a new code or change the phone number, I was told to wait 5 days and that the unclaimed winnings would be redirected to my casino account automatically. This was not the case. I contacted customer support to explain my problem. They didn't answer me. I contacted an agent on the chat who advised me to attach the bank documents that prove non-filing. I sent all this to support and the documents team without having had, to date, any email or contact telling me that my request was supported. I contacted the chat, support and documents several times without any success or progress on the file. I have explained several times to explain my problem, to leave my email and the right phone number to make the transfer, without any progress or answer. Yesterday, the 26th after trying 3 codes without success interac informed me that the transfer was cancelled so back to the sender so the casino but me, my balance at the casino is not restored, the $500 is not yet returned and when I try the chat, they can't help me and advise me to write to the medium or documents, which I did without receiving any answer yet.

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