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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.

Read our Twin Casino Review.

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 I always make my deposits this way and I have withdrawn winnings at the casino a few times without any difficulty.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.

Read the casino review

4 Responses

User icon
thepogg
June 28, 2022

Hi MissFaith - welcome to ThePOGG.com!

With the greatest of respect, you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 8th of July let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
thepogg
July 9, 2022

Hi MissFaith,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
thepogg
July 16, 2022

Hi MissFaith,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
July 22, 2022

Hi MissFaith,

If we haven't heard from you by Friday the 29th of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

MissFaith 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.

June 28, 2022

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