Kwiff Casino - Player complains about the responsible gambling policy breach.

Hi, I am a recovering gambling addict and on May 2nd I relapsed after a few years. I am self excluded from all the bookmakers in the UK but after a targeted ad I saw that there was one I was not excluded from. I proceeded to spend 1,800 pounds in less than an hour. During this time, the company in question 'Kwiff" did not perform any kind of verification checks. They did not ask me to verify my age or my income. Also, as somebody who is self excluded from everywhere else, is there any responsible gambling laws that they are bound to uphold? Because a simple check would have seen that I was excluded everywhere. Also, spending 1,800 which is three times the national weekly wage within an hour, to me, should be a red flag. Yet nothing was done. I was getting in touch to see if there is anything, legally, that may allow me to get this money back. Thanks.

Dear GailPlatt66,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you are registered with GAMSTOP?

Did you provide all the correct personal information when signing up for Kwiff Casino?

When was the last time you communicated with the casino customer support? Have you informed them of your problem?

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

Hi,

Thankyou for the response. At the time I was not registered to GAMstop no, but, I was individually self excluded from all other UK bookmakers.

Yes I filled in the correct details, but as I have been living abroad for some time, I am not on the electoral register so they wouldn't have known my details as they didn't ask for any ID or anything.

Yes, I have sent various emails to them over the last few weeks. They are ignoring me/ delaying response time and don't seem interested in taking any responsibility.

Thanks.

Individual self-exclusion only applies to the specific casinos from which you excluded yourself. Unlike GAMSTOP, it is not a nationwide self-exclusion that applies to all casinos with a UKGC license.

If you did not directly inform Kwiff Casino about your gambling problems and did not want to be self-excluded, the casino would not have known about your issue.

Can you please let me know when you first requested to be self-excluded from Kwiff Casino directly?

Hi,

I was never individually excluded from Kwiff. Just every other bookmaker in the UK. I figured that as a lot of bookmakers as sister companies with each other etc, this information was shared amongst them all.

Also, is there not any rules against allowing people to bet x amount of money before confirmation of age, income etc ? Because I also was allowed to spend £1,800 without even sending an ID verification.

I am sorry, but if you did not request to be self-excluded from Kwiff due to gambling addiction, we are unable to help you retrieve your lost deposits.

Additionally, I have not found any information in the casino's Terms and Conditions regarding the maximum limit a player can deposit without being verified.

Could you please advise if your account is currently blocked? Have you requested to be self-excluded from Kwiff in recent days?

Hi,

My account is currently blocked and I am now registered with GAMstop.

I was wondering is there no laws or UK regulations that require any verification or deposit limits ?

thanks.

Thank you for your response. Unfortunately, we at Casino Guru do not handle issues related to licensing policies and regulations. If you have any questions regarding the licensing authority, I recommend contact the UKGC directly at https://www.gamblingcommission.gov.uk/. For more information about the UK license, you may read our article here.

This complaint will now be rejected. 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.