Kwiff Casino - Player's winnings are being held due to verification issues.

i deposited £860 pound on kwiff account there was no issue when i was making a deposit then i won £1800 pound I withdraw after 2 days they send me email to send verification id,adress verification then i send everything they want from me lots of things i send again 5 times and they making issues to verify my account and holding my £1800 i email them 10 times no replies and they telling me if I don’t want to verify my account they will cancel pending withdrawals and only return me £300 ! Please someone help me to get my funds back

Dear Ilia9,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly you are struggling to submit a valid ID document and a bank statement of your bank account to the casino?

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,

Tomas

Hi no i send all documents valid id bank card everything they before didn’t want from me bank statement only card as I explained i opend my bank new i dont have a statements yet i send screenshots from my online banking i made this payments to them they just making exuses to not verify my account and to keep wining money thanks

Thanks for the explanation,Ilia9.

I understand your frustration.

Did you ask your bank if it's possible to produce a bank statement for your new account on demand?

Do I understand correctly you already submitted a selfie with your ID to the casino?

Please let me know.

Hi there yes I provided them a photo with id and i send my all evidence before they didn’t ask for bank statements i send them the bank card and the screenshots i made a deposit to them they still not sending my withdrawal

Thanks for your reply.

Did your bank specify when the bank statements of your new bank account will become available?

Yes on the 9 of September my statements will be ready

Thanks for the confirmation.

Hopefully, the bank statements will be satisfactory for the purposes of verifying your account. I'll set the timer for an additional 10 days. Please inform me about any updates and if there will be issues with the documents or you will need any other assistance, let us know and we'll intervene.

Okay

Dear Ilia9,

Have you been able to provide the bank statement to the casino? Has your verification progressed, or do you require further assistance? Please let me know about any news.

I'll await your reply.

Dear Ilia9,

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.

Hi i have bank statements ready but they don’t want to send my withdrawal!!

Did the casino specify the reason why they won't process your withdrawal?

If you received any correspondence from the casino please forward it to my email at tomas@casino.guru

Dear Ilia9,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.