TwinVegas Casino - プレイヤーの撤退は没収されました。

I made a withdrawal request but then got accused or breaching the bonus condition which I did not do but then was told they would return my deposit with they have not done either and now will not respond to me,ill upload my activity at the time of accusations which shows i was not even on the website

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TwinVegas Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• Which bonus have you accepted and played with?
• Have you continued to play with your winnings after the wagering requirements of the bonus were completed?
• Is your account in the casino verified? Have you managed to withdraw winnings from the casino in the past?

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I have only just started playing at the casino and after j made the initial $500 withdrawal I did have leftover balance i did playing with

I used the first deposit bonus and yes my account is verified

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin ([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 Crazyjim92,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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 Crazyjim92,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear Crazyjim92,

I can confirm we have managed to get in touch with the casino. We are currently waiting for some additional information.

Dear parties,

as more time has passed, I would like to update the thread on the current proceedings.

The casino representative has supplied us with evidence, which does suggest the maxbet rule has been breached on the player's account. We will look at the issue as a whole internally, and let you know our verdict next week. Thank you for your continued patience, in case there is any other information which could help this case to reach a fair conclusion, please send it here or to [email protected]

Dear parties,

thank you for your patience, I would now like to explain our stance.

We have received evidence, that the maxbet rule has been breached. However, we do not believe this was a deliberate or systematic attempt by the player to exploit the bonus. It seems possible that this occurred by mistake or due to a misclick.

In line with our Fair Gambling Codex and according to our previous rulings, we would consider rejecting this complaint to be disproportionate.

Dear casino representative,

thank you for your cooperation so far. I will send you an additional email shortly.

Dear Martin, dear player,

Our bonus terms and conditions are clear and apply equally to all players. The evidence provided confirms that the max bet rule was violated. Whether this happened deliberately or by mistake is irrelevant, a breach remains a breach. This has also been explicitly acknowledged by Casino.Guru, which only further underlines our position.

We do understand that this outcome may be disappointing for the player.  However, if we were to assess every violation based on whether it happened deliberately or by mistake, it would create arbitrariness and endless discussions. This is not workable and undermines fairness and transparency towards all our players.

For this reason, our position remains unchanged: the winnings obtained during the breach of the max bet rule cannot be paid out. Naturally, the player’s original deposit will be refunded.

Best regards,

TwinVegas Casino Team

Dear Crazyjim92,

After careful review of your case and extensive discussions with the casino, we have unfortunately reached a point where both parties maintain different views.

According to information on our hands, we simply believe your breach of the rule was not intentional and it did not grant you a significant advantage. We have not received evidence, which would point to you abusing or finding any loopholes in the promotion. Most importantly, according to our Casino Guru's Fair Gambling Codex, we maintain that the max bet rule should ideally be enforced by a software restriction, which was not the case here.

We understand this is not the outcome you hoped for, but we will close the complaint as unresolved shortly. Please bear in mind, that this will have negative impact on the casino's safety index.

Thank you for your cooperation throughout the process, and we wish you the best of luck in the future.

Best regards,

Martin

TwinVegas Casino – Final Statement

We would like to thank Casino.Guru for the time and effort dedicated to this case, as well as for providing a platform where both players and casinos can share their views transparently.

For the sake of clarity, we would like to restate our position one last time. We have provided screenshots as evidence, which clearly confirm that the max bet rule was exceeded while a bonus was active. This has also been explicitly acknowledged by Casino.Guru. The rule is clearly outlined in our Terms & Conditions, which are accepted by all players before gameplay.

While we respect Casino.Guru’s Fair Gambling Codex and the standards it promotes, we must emphasize that our operations are governed solely by our own published Terms & Conditions. These apply equally to all players and cannot be selectively disregarded without undermining fairness and transparency.

It is also important to highlight that the player’s deposit was refunded in full. Only winnings obtained during the breach of the bonus rule were withheld, in strict accordance with our terms.

To summarize:

• A violation of the max bet rule occurred, supported by evidence we provided.
• This violation was recognized by Casino.Guru.
• Our actions were consistent with our Terms & Conditions.
• The deposit was returned to the player.

We appreciate Casino.Guru’s efforts to act as an independent mediator and respect that our perspectives differ in this case. Transparency is important to us, and we kindly ask that our position, as explained here, remains visible alongside the final resolution so readers may form their own opinion.

Best regards,

TwinVegas Casino Team

Dear casino representative,

thank you for your final statement. We will now proceed to close this complaint as unresolved, with both perspectives remaining publicly visible for transparency.

We’ve reopened this complaint at the request of TwinVegas Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear casino representative,

I understand your position, but I still believe the case had been closed in line with our standards and procedures. At this point in time, I do not believe the case can be closed as resolved unless the player's bonus gets reinstated to the state before the maximum bet violation.

Please note, that we still believe this was just an easy to make mistake, especially since the rule is not enforced by software and is not displayed directly in terms of said bonus. In case we received evidence, that this rule had been breached on multiple occasions instead of the two currently known instances, or was being breached systematically, we would be able to rule in the casino's favor.

I also understand there was a different case with your casino, and your referred to its outcome in your reopen request. However, I believe these cases are not identical, and their respective outcomes do not contradict each other. In case you have any questions, please contact me at [email protected] or here, in the thread.

Dear Martin,

Thank you for your message.

We would like to emphasize that the reopening of this complaint was not initiated by us unilaterally or without prior consultation. As confirmed in earlier communication with Tomas, we were explicitly advised that, should we wish to pursue a further review of this case, we could submit a request to reopen the complaint. It was stated that the case would then be reviewed by a third complaint specialist, who had not previously been involved, to ensure an independent assessment.

Based on this clear guidance, we followed the advised procedure and submitted our request.

To our surprise, the same complaint specialist (yourself) is now once again providing a verdict on the case, effectively reaffirming the original position. With all due respect, this appears to contradict the promised neutral reassessment process.

We therefore kindly but firmly reiterate our request:

→ that this case be reviewed by a third, independent complaint specialist, as originally communicated;

→ and that both parties are given the opportunity to present their respective positions to this new resolver before any final conclusion is drawn.

Given that the reassessment is once again being conducted by someone who was directly involved in the original outcome, we must unfortunately note that our confidence in a fully impartial review process has been diminished as a result.

Nonetheless, we remain open to a fair, transparent, and balanced resolution of this matter, and we trust that Casino.Guru will still facilitate this appropriately.

Best regards,

TwinVegas Casino Team

Dear casino representative,

I can assure you this case had been placed under extensive review and was evaluated by multiple resolvers. In case you have any other evidence or information which you believe could influence the outcome of this case, please send it to [email protected], and I'll make sure to consult it with other resolvers again.

Dear Martin,

Unfortunately, the promised procedure, an independent review by a third, uninvolved resolver, was not followed. Instead, the case remains in the hands of the same team that issued the original verdict.

As a result, we have lost all trust in the impartiality and credibility of Casino.Guru’s complaint process.

Best regards,

TwinVegas Casino Team

Dear casino representative,

I’d like to clarify that all reopen requests are reviewed by multiple members of our complaint team and the same procedure was followed in this instance. While the same resolver, in this situation myself, may appear in the thread, the final position reflects a collective review, not an individual decision.

I understand your disagreement but maintain that, although the max bet rule was technically breached, there was no evidence of deliberate abuse. In our view, full confiscation of winnings remains disproportionate given the circumstances.

All statements will remain publicly visible for transparency, and unless new evidence is provided in the future, we consider this matter closed.