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I am submitting a formal complaint regarding a serious breach of responsible gaming obligations by the operator Twin Casino, licensed under Anjouan Gaming Authority – License No. ALSI-202410001-FI1.

On November 2–3, 2025, I made several deposits into my Twin Casino account after requesting a 7-day cool-off (pause) through the responsible gaming tools provided by the operator.

Although the support team confirmed that the 7-day cool-off had been applied, I later discovered that this pause could be easily removed — without any warning, confirmation, or waiting period.

In fact, I did not even notice that the cool-off had been lifted until I logged back into my account and was able to deposit and play again immediately.

This situation shows that the responsible gaming mechanism was not properly enforced.

A temporary pause or self-exclusion period must not be reversible before the chosen time expires, as this defeats the purpose of player protection.

Furthermore, I verified that deposit and loss limits can also be removed or increased instantly, with no 24-hour delay before changes take effect. This completely undermines the responsible gaming safeguards that licensed operators are expected to maintain.

Despite raising this matter with Twin Casino, the operator replied stating that no violation of responsible gaming occurred because I had requested a "temporary pause" and not a "self-exclusion."

However, the issue is not the label of the feature but the failure of the pause to function as a real protective measure.

I therefore request that the Anjouan Gaming Authority:

Investigate this case as a potential breach of responsible gaming obligations;

Order a refund of the deposits made on November 2–3, 2025, after the pause was requested;

Ensure enforcement of proper player protection standards by the licensee.

Please confirm receipt of this complaint and advise on any additional documentation or evidence you require (e.g. screenshots, chat logs, or transaction proof).

Thank you for your attention to this matter. I trust that the Anjouan Gaming Authority will uphold responsible gaming principles and take appropriate regulatory action.

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Hello,

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

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

• Could you please share any evidence of the incident, such as any confirmation from the casino regarding the cool-off and its extent?
• Could you please provide a more detailed timeline of key events?
• Is your player's account currently accessible to you? Can you log in?
• Have you requested a refund from the casino already due to failed player protection? What response have you received?
• Send any communication or evidence to my email at tomas@casino.guru or post screenshots here.

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

Dear Tubiies,

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.

Hello ,

sorry the e-mails where lost .

hwre the print

Thanks for sharing the information with me.

• Have you contacted the casino and confronted them about the situation?
• Have you received any response from the casino since your first post?

Share it with me if available. My email is tomas@casino.guru

Dear Tubiies,

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.

Hello , i’ve been trying to talk to them But the info that They have me is that accepted the term and conditions . Mean while the pause for 7 days doesn’t work at all . They don’t provide any methods of responsible gaming . They say the 7 days can be reverted anytime . So , that doesn’t do anything .

and since this post I received any communication from them . They didn’t contacted at all

I understand the frustration; however, we would still ask you to provide the communication in which the casino provided you with a justification regarding the situation as evidence. Forward this information to my email at tomas@casino.guru

They pratically said that i was the one taking down the 7 day cool off . By entering in the Casino

Dear Tubiies,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Tubiies,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Twin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Twin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player’s cool-off period did not function as intended?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

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 Tubiies,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo