The player from the United Kingdom had lodged a complaint about irresponsible gambling because Kwiff had allowed him to deposit £1650 in less than 24 hours. Despite having explained his impulsive behavior prompted by ADHD and financial troubles thereafter, his complaint had been rejected. He had requested a partial refund and criticized the lack of customer protection measures against excessive gambling. After reviewing the case, we found that the player had not requested to be self-excluded due to gambling addiction before making the deposits, hence, we were unable to assist in recovering the lost deposits. The player had also been advised on self-exclusion tools and professional help for gambling problems. The complaint had been closed.
Kwiff Casino - Player complains about irresponsible gambling practices.
Amount: £800
Kwiff Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
I made a irresponsible gambling complaint to Kwiff after they allowed me to deposit £1650 in less than a 24 hour period. I explained to Kwiff that due to ADHD I can at times act very impulsive and explained that them allowing me to make the amount deposited it at the time meant I had trouble financially that month.
They refused my complaint and said they did everything they could to prevent me from gambling the amount but I feel they could do more.
I believe that they allowed me to act irresponsible for profit gain and do not protect potential high risk customers.
I am requesting for a partial refund of my deposits made in this time which I believe to be more than fair for the emotional and mental distress they put me through.
My problem is alot of gambling sites don't do all they can to protect customers and will simply put money above customer wellfair.
Public
Public
5 months ago
Dear sean1121,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Responsible Gambling section of Kwiff Casino and this is what I found:
Staying in control of your gambling
Staying in control means making sure that you only bet what you can afford and setting yourself sensible limits. The following features are available for you to reach this objective:
Daily/Weekly/Monthly Deposit Limits – You can set limits on the maximum amount you are able to deposit in your kwiff account over periods of 24h, 7 days or 30 days. When you set it up for the first time, the limit takes effect immediately. Reducing the limit also takes effect immediately while increasing it will take 24 hours to become effective.
All these options can be activated from the app in My Account > Responsible Gambling or by contacting our Customer Support Team via the in app chat or via email using help@kwiff.com
If you are considering self-exclusion, you may wish to register with GAMSTOP.
GAMSTOP is a free service that enables you to self- exclude from all online gambling companies licensed in Great Britain. To find out more and to sign up with GAMSTOP please visit www.gamstop.co.uk.
Have you set any deposit limits in your casino account?
Have you played with the deposits you made into this casino?
I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
5 months ago
Hello,
After I lodged my complaint Kwiff closed my account and restricted any future account opening, I deposited and played through all my deposited money as seen in the attachments that I sent over upon opening my complaint.
I just found Kwiff very unhelpful and feel that they just saw me as an easy profit more than anything.
Public
Public
5 months ago
Thank you for letting me know. However, since you did not request to be self-excluded due to gambling addiction before making your deposits to the casino, we are unable to help you recover your lost deposits.
I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
