OddsRing Casino - Играчът се бори да завърши проверката на акаунта.

Dear The GURU,

I have trouble with OddsRing casino, formerly known as Twin casino. The casino deliberately doesn't accept submitted documents that meet the stated requirements.

After the request for verification, various documents were sent to the casino.

On March 25, I completed and submitted the "Source of Wealth - Questionnaire"

On March 28, I sent documents confirming funds received as winnings from another casino to make a deposit at Twin Casino:

screenshot of my casino account with my personal details,

screenshot of casino winnings,

the transaction history of my Skrill payment wallet, which shows the receipt of winnings from the casino.

On May 08, I sent the following documents to the casino:

Skrill statement for the last 3 months (02/07/2023 - 05/08/2023). The preamble of the statement contains my personal data: Customer ID, email.

The Skrill payment system statement does not contain my personal data, such as first and last name, address and phone number. In this regard, I provide you - A screenshot of my personal Skrill profile with my personal data: last name and first name, address, phone number, Customer ID, email.

Screenshot of my casino account with my personal information: first and last name, phone number, email, date of my birth

Screenshot of my casino deposits for the last 90 days.

Screenshot of my withdrawals for the last 90 days.

The casino did not accept these documents, asking them to provide them in the best quality, but an extract from the Skrill payment wallet indicating the name and surname. to do this, I contacted Skrill directly with a request to send a statement in accordance with the requirements of Twin Casino.

On May 12, I sent the previously sent documents in good quality to Twin Casino, as well as a Skrill statement indicating the name and surname.

On June 12, I sent a Skrill statement for the last 3 months, indicating the counterparties and my personal data.

But, the documents were not accepted again!!!

Now the casino is asking me for a tax return for 2022 (even though I registered an account in March 2023) and despite the fact that I constantly indicated that I only used funds from winnings at another casino to play at the casino.

None of the casinos had such problems when passing verification! Moreover, having studied the information about the casino license, I hoped to receive high-quality services, but instead, for 3 months I send various documents for verification.

I can't solve the problem on my own, please help me.

Thank you in advance.

Dear VEVERARA,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process, but I must admit that this sounds too much.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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,

Kristina

send

Thank you very much, VEVERARA, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you VEVERARA for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask OddsRing Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter