TwinVegas Casino - Печалбите на играча са конфискувани.

This casino removed over 24,000 from my account.

I took their 100% casino welcome bonus. Cash deposits are used first and I had not used any of the bonus portion so I forfeit my bonus and submitted a withdrawal. Prior to this I had contacted them via chat several times and they would not reply to any of my tickets.

Several days after my withdrawal request I received the email below.

Hello;

We are writing to inform you that after an internal investigation, management has decided to close your account. As per our bonus term and condition: 

1.23. We reserve the right to audit your game play/transaction logs. You hereby consent in advance for us to do so. If, after an audit, it transpires that you participated, or attempted to participate, in a manipulative game strategy to take advantage from the bonus being rewarded to you from the casino, we hold the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account. In such circumstances, we shall be under no obligation to refund any funds that may be in your account other than your original deposit amounts.

We have declined your withdrawal, subtracted your balance and you may withdraw your initial deposit using the same method. 

END

I had a legitimate win at this casino and they felt the need to remove my winnings and accuse me on a false basis with manipulating their game

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with TwinVegas Casino. I have checked the bonus terms and conditions and have found the following rule:

1.8. When you take part in a promotion, both deposited funds and bonus funds become the "bonus balance". If a bonus is active the wagering must be completed, or the bonus must be zeroed out, in order for a withdrawal to be made. The only exception will be if you wish to withdraw your deposit only, in which case the bonus funds and any winnings will be forfeited.

1.12. If you wish to make a withdrawal before meeting the Wagering Requirements, you will forfeit your bonus winnings accrued, your bonus amount, and opt out of the promotion.

2.5.9 A wagering requirement of 40x the deposit and bonus and free spins must be met in order to unlock the bonus funds.

Please allow me to ask you a few questions, so I can understand the whole situation completely: 

• Do I understand correctly that the real money and bonus money should be displayed separately in a player's account? 
• Could you please specify when you activated the welcome bonus?
• Have you started the bonus wagering, or did you cancel it immediately with no prior betting? 
• Once you forfeited the bonus, what was your balance?
• Can you confirm the total amount of your deposit?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello;

Yes as its described on the website both deposit and bonus balance are separate. The bonus is not sticky and bonus wagering only starts once bonus has been used. I won my winnings with my cash portion; the wagering on the bonus never started. I believe I registered and took their welcome bonus last month in August for a total deposit of 400. After forfeit the bonus I had an approx balance of 25000.

Thanks

Dear player, could you please forward all the relevant communication between you and the casino to [email protected]? Also specify if you have access to your betting history. If yes, can you please share it too? If it's not available, please ask the casino if they can provide it to you in Excel format.

Hi;

Thanks for getting back ! Please review the email I have sent you.

Thanks

Dear player, could you please clarify whether you forfeited the bonus yourself by clicking the "Forfeit bonus" button, or if you asked the casino’s support team to do it for you?

Also, did you receive any warning or pop-up notification stating that forfeiting the bonus would also cancel your cash balance?

Hi Natalia,

I requested a withdrawal that automatically removes any available bonuses on the account, since the bonus was not played with it was removed upon withdrawal. I do not remember such warning. I have been waiting too long to have my complaint worked on; please help.

Thank you

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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 StickyBus99,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and while I understand your perspective that you have basically not touched the bonus funds, as my colleague Natalia has already explained—particularly with reference to rule 18—once a bonus is claimed, you agree to the associated terms. Therefore, our ability to provide further assistance in this matter is unfortunately limited. We always recommend carefully reading and understanding the bonus rules before claiming any offer.

Nonetheless, it appears that the casino team has primarily referenced rule 1.23, which states, "a manipulative game strategy to take advantage from the bonus."

I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite TwinVegas Casino to join the conversation.

Dear TwinVegas Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused.

If there are any factors influencing this decision that may not be suitable for public disclosure, please feel free to share them with me directly at [email protected]

Hi Michal & StickyBus99,

Given the nature of the alleged breach, we will share relevant details confidentially with the resolver and will not discuss specifics publicly to protect privacy and the integrity of the review. We remain fully cooperative and seek a fair, consistent, and proportionate outcome under our T&Cs.  

Best regards,

TwinVegas Casino

Dear StickyBus99,

Thank you for reaching out via email. I believe that all the evidence you shared with me has already been provided to my colleague Natalia by you, and I have access to it. I will carefully review all the information and evidence from both sides and will strive to find a way to potentially achieve a resolution.

Dear TwinVegas Casino,

Thank you for your email. I have replied and am awaiting your response.

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.

Dear StickyBus99,

I would like to offer you a brief update. I have received information from the casino team that corroborates their earlier allegations against you and their subsequent actions; however, I am still awaiting the additional evidence that I requested.

I have urged the casino representative to send it to me at their earliest convenience. I will allow the casino an additional 2 days to provide it. Should they fail to deliver it within this period, I will have to conclude the case as unresolved due to a lack of sufficient evidence from the casino. I have also informed them of this situation. I genuinely hope to receive the requested evidence soon so that I can make a well-informed decision.

Dear TwinVegas Casino,

I will extend the timer for 2 additional days for you to provide me the requested evidence that should support the rule violation the player is accused of.

Please note that if you fail to respond in the set time frame, we will close the complaint as ‘unresolved – insufficient evidence from the casino, which will negatively affect the safety index rating of your casino, and it will serve as a warning of your practices for other players. I'm looking forward to your prompt response.

Thank you for your messages with the information, TwinVegas Casino.

Dear StickyBus99,

As I have informed you via email, I have received information and some evidence that somewhat confirms the rule violation you have been accused of by the casino team. However, due to GDPR restrictions and the casino’s privacy policy, they were unable to provide us with the key evidence needed to fully clarify the situation.

At this stage, as we cannot assess all the circumstances and evidence in detail, we are unable to reach a definitive conclusion. The casino team maintains that their actions were taken strictly in accordance with their established rules and are ready to prove this to the official authorities.

I recommend contacting the casino’s designated ADR (Alternative Dispute Resolution) entity and/or its licensing authority, as outlined in the casino’s terms and conditions.

I have already provided you with more details regarding this in my email.

Please let me know once you do so, and I will temporarily close this case while waiting for the regulator's decision.

Dear StickyBus99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru