Twin Casino - プレイヤーの撤退が遅れています。

Good evening, I made a withdrawal at Twin Casino. I won €99.60 in the sportsbook. I have sent all my documents to verify my account, and they told me that this may take up to 30 days. I made my €99 withdrawal on 23/09. I asked if the 30-day verification period is mentioned in the terms, and they said no, so obviously I did not agree to this.As you can see in the photo, they say my verification will be completed by 24/10, which is unreasonable.

Dear anactaciabran13,

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 take KYC lightly and it might take a few working days to complete this thorough process, but I agree that one month is a bit too much.

• Could you please advise which documents you have already provided? 
• Have you provided all the required documents as soon as possible and in the correct format?

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

Yes, I have sent all my documents: bank statement, a photo of me holding a paper with their name and my ID in the background on another device. The absurdity is the 30 days they are asking for; I asked if that’s in the rules, and they said it’s not, which is obviously unreasonable for verification