Twin Customer Support & Service
Vienne GarciaPlease note: This review is not up to date because Twin is no longer part of our regular testing process. We are therefore currently unable to offer information on this casino.
Please check out our list of recommend casinos for other gambling sites.
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Customer support is not one of those things you will be needing a lot of at an online casino. However, there is almost always some point where you could do with a bit of clarification or some help to resolve an issue. In this review, we will cover Twin Casino support in Canada, with information on their contact channels and the quality of the customer service.
Usually when you contact customer service, it's because you have a problem. Your patience may already be a bit limited and the quality of the service can really impact your overall gaming experience. So even though it's not something you use on a regular basis, a casino's support is important.
Our team of players at Casino.Guide found the Twin Casino support team to be easily accessible and the quality of the service to be good.
The points of contact at Twin are Live Chat and email. The FAQ is on the thin side and doesn't cover any Canada specific issues, but hey that's why you have customer service. As common with most online casinos nowadays, there is no phone support.
| Email: | [email protected] |
|---|---|
| Live Chat | Yes |
| Canadian phone number: | None |
How to get in touch with the Twin support team?
| Contact option | offered by Twin? |
|---|---|
| Live Chat | |
| Hotline | |
| Twin Casino FAQ |
Twin Casino Live Chat
Live Chat is the standard way to communicate with Twin Casino, much like it is at other online casinos. However, it is not clear whether the Live Chat is 24/7 at Twin Casino Canada as they don't specify on their site. They do say they have 24/7 support but at some casinos this just means that if you can't chat then you can send them an email. So our players tested it around the clock, including late into the night past midnight, as well as during the day.
When you go to the "Get in Touch" page, you can see how long the expected wait time is. For our testers, it was always less than a minute. Most of the time it was 30 seconds. We were all a bit skeptical at first, so we initiated the chat process and hit the timer.
But lo and behold, we always managed to connect with an agent in less than a minute. Not bad, we have to say. For practical purposes, we can consider that the Live Chat is 24/7 at Twin Casino, or at least pretty darn close.
The quality of the service was also satisfactory. Although one of our players found there was a slight lag in the agent's response time during the chat when we tested him with one of our Canada payment questions, he came back quickly enough with the right answer. Other player experiences report a very competent support team that is courteous and resolves issues quickly.
Back to TOCTwin Casino Email
You can also opt to write to the Twin Casino support team. Their email address is pretty straightforward, [email protected]. This obviously isn't going to be as instant as live chat, but we found a helpful answer in our inbox within 24 hours. Actually, sometimes it was just a couple of hours. This timeframe is also satisfactory. Remember there is a human behind the screen, and not a bot!
When should you use Live Chat, and when should you write the casino an email? The general consensus is that if it's a short question like, why isn't my deposit showing up, or how can I claim that bonus, then Live Chat is a good choice. For more complex issues such as withdrawals, especially if it concerns large wins, it is better to go with email. This way you have a clear written record for yourself and it also gives the agent some time to look into all the documents, troubleshoot and find the best solution.
You can contact the support at Twin Casino Canada in different waysMoreLess
Twin Casino FAQ
The FAQ at Twin Casino isn't the most detailed we've come across. It's basically a single page covering the most common of questions, like cashout time, bonuses and account access. If what you're looking for isn't there, it's not an issue because you can easily connect with their Live Chat agents.
Quality of Service at Twin Casino
The service at Twin Casino gets a thumbs up from the Casino.Guide team. Quick to connect and a high level of professionalism are part of the Twin Casino team's defining characteristics. Support at Twin is also multilingual, and if you prefer to communicate in French that is also an option. Sure, phone support would make things even better but most players don't use that nowadays anyway.
The Expert Roundup on Twin Customer Support
We found Twin Casino support to be helpful. It was always easy to connect through Live Chat no matter what time of the day, and emails were also answered quickly. The customer service agents were well informed and helpful, adding up to a positive experience overall.
| Test Category | Score | Recommendation | More Details |
|---|---|---|---|
| Games | 92% | Outstanding | Twin Games |
| Bonus | 91% | Outstanding | Twin Bonus |
| Website | 91% | Outstanding | Twin Website |
| App | 91% | Outstanding | Twin App |
| Banking | 89% | Very good | Twin Banking |
| Support | 89% | Very good | Twin Support |
| Fairness | 90% | Outstanding | Twin Fairness |
| Overall | 90% | Outstanding | Twin Review |
I've been working in the online casino landscape in Malta for more than 10 years and have seen how the industry works from customer service roles to the backend of the business. While I am lucky enough to call myself a native on the sunny island called Malta, I also enjoy travelling and have travelled across Canada! After wandering through the great white north, I have decided to share my knowledge and now work with Canadian players to compile accurate casino reviews to help players navigate through the hundreds of gaming sites online.