Kwiff Casino - Player's withdrawal delayed and account self-excluded.

I made a withdrawal 2 weeks ago for around £13,500 and since then my account has been restricted from that moment. Then they self excluded my account permanently but saying they are still carrying out the review. I went to live chat and they are saying just to wait for a email but I haven’t received anything it’s been 2 weeks I just want my withdrawal but nobody will help me or even tell me a timeframe. Nobody is replying to any emails or giving me any indication what this review is or if I will get paid.

Dear paya53,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? 
• Have you requested an account closure or a self-exclusion in the casino in the past?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi

Could you please advise how long were you a player of the casino and when exactly was your account blocked?

When I logged in the next day to see if my withdrawals have been processed. I had the account since December and fully verified it and even had a £2000 withdrawal in December

How did you learn about your account being blocked?

When I tried to login a few days ago they said they excluded me due to comments on live chat

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

I only played live blackjack

Did you achieve your current balance with the help of a bonus?

 No I only used cash

Have you requested an account closure or a self-exclusion in the casino in the past? No

they are just saying I will get my withdrawals once everything is checked but they are not saying what they’re checking and they keep telling me to wait for the relevant team to email but it’s been 2 weeks since they said that

Thank you very much, paya53, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello paya53,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Kwiff Casino,

Could you possibly provide additional information regarding the delayed payment and also the blocked account and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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.

Hello they have partially paid me but they still haven’t contacted me about the rest of the money

Could you tell me how much money are you still expecting from the casino? In the meantime, I will find out what the situation is with the rest of the payment

they have sent £10,000 they still have to pay £3,500

Dear paya53,

Could you give me an update on the rest of the payment? Did you receive it? or perhaps any other information regarding the payment??

Hello

yes they have paid me now. They sent the money to the wrong payment method but they sent all the withdrawals now

thanks

Dear paya53,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V, Casino.Guru