Kwiff Casino - The player's withdrawal is delayed.

I had no probelm withdrawing twice but come the third time this when the probelm began on checking my email the next day I saw a email explaining that I need to sent I so I wrote back and said I got my card as ID send it then they got back to me again and said that the sixteen number was showing and they wanted the four ending number (the same sixteen number that I used to deposit on the site )! numbers and a letter with my proof of address ,so I did what they asked and send it how they wanted it then after that that sent me another email telling me to get a citizens card and then I went to live help to try and find out a guy in the name of sean said I got to email them ,the very same guy sean emailed me asking for my date of birth and postcpde so I email him back and gave it out then he got back to me and said we got you replies and such and then we do not want any email and will not reply to you again as we do not want more conusions so we will not reply so I wrote back and said to sean you are the one confusing me ! again I been to live help and I got that it takes two days I been waiting almost tomorow a week since November 7thfor the withdrawl . when they do get in touch they sent me reply about asking for feedback ! and are not telling me know what is happening and my money of £400 is stiil in the casino pending ! I have read terrible reviews going back as far as 2019! The latest review on them still doing it withholding other people money ! we trusted they casino and they rip as off LIKE this and this casino needs shutting down NOW ! all Iwant is my money or my deposit money back instead !

Hello sue1457,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kwiff Casino. I would like to ask you a few more question before we would move forward.

Was your account verified in the past in this casino? Did you use any deposit or no deposit bonus to accumulate your balance? How long since you sent your documents to the casino for the first, and the last time?

Please note that we always recommend to player to wait at least 14 days before the money would arrive from the casino, specially if it's the first ever withdrawal request.

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

When I joined the casino no ID was asked I deposit twice and I did two withdrawl it is after my third attempt to withdrawl it is when I got trouble with them, I justed checked my account and they have blocked me with my money in the account I cannot get in and my money is in there. and disgusted how they treated me and other people like this this is unfair why are they allow ed to do this ? I got no deposit with them and I sent my documents November 9th and 10th

Dear sue1457,

It is a common procedure in many casinos that they block your account until they verify you. Please just follow their requests and send them all the documents they require. All I can recommend for now is just to wait as it might take up to 14 days to verify you or even send out the money. I will be extending the timer now and please let us know if there will be any update.

I think you have misunderstood what I am saying when I joined and deposit they never asked for ID right away with the two withdrawls it is only the third withdrawl after they asked so why they me allowed to withdrawl twice before ? without any probelms, I gave what they wanted and now my account is locked it will be two weeks they are holding my money they have been sending me adverts to deposit knowing my account is locked !

Thank you sue1457 for the additional information. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Dear sue1457,

I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help, but please understand that we cannot penalize the casino for not verifying your account earlier.

I would like to invite Kwiff Casino to join this conversation.

Dear Kwiff Casino team,

Can you please clarify the situation? Any relevant evidence can be forwarded to andrej.p@casino.guru.

I know were you are coming from but they never asked for any ID when joining or when I deposit as I said it was only the third atempt that is when the decided I need ID why asked after ? not when I deposit and used they casino to play and then withdrawl twice no worry then third time my money is still in they casino three weeks now almost one month I am happy to have my deposit money refund !

Dear sue1457,

Please note that it is not an uncommon practice for an online casino to not initiate the verification process until after a player’s sum of deposits or withdrawals surpasses a certain threshold.

Please be informed that we got in touch with a casino representative, however, no relevant information has been shared yet.

We would like to ask Kwiff 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 this complaint as ‘unresolved’.

I know but you clearly are not understanding what I said what I wrote why ask for ID after allowing me to deposit the first time this is what I am expaining you not see how they are wrong to ask AFTER allowing me to deposit letying me USE they casino and then allow me to withdraw twice then the third time they want ID now four week sitting in the casino Ithough you was helping me not them ..

Dear sue1457,

I understand your point. As the casino is licensed by the UKGC, the verification procedure should have been initiated before you were allowed to deposit and play. In this situation, I can recommend contacting the casino’s appointed ADR – eCOGRA. Please let me know if you decide to do so and/or our assistance is needed.

Unfortunately, we still haven’t received a relevant response from the casino.

Hello

if you can help me with they ADR – eCOGRA. becuase they have blocked me from the casino ! I be so grateful it is the four week the money is still in the casino i manage to look on the terms and condition from kwiff from the internet and found this

E.4 Before processing any deposits and/or withdrawals kwiff may request documents to verify the identity of the Card user and/or authorisation to use a specific Card provided by you. This may cause delays in the processing of deposits and/or withdrawals

Dear sue1457,

You can submit a complaint to eCOGRA by filling out the form that can be found on its website – [link].

Please let me know if you have any questions.

I have looked at the link and find it a bit difficult to do can you help..

Dear sue1457,

Of course. I’ll briefly break down the process:

In the first step, you should choose ‘My dispute relates to a gambling transaction and/or misleading terms and conditions’,.

In the second step, choose ‘Yes’.

In the third step, choose ‘My dispute relates to a gambling transaction and/or misleading terms and conditions’.

In the fourth step, you will need to enter your personal details, choose the name of the casino, and describe when and what happened, as thoroughly as possible. As for the ‘Operator Internal Complaints Reference’ field, copy and paste the following link: https://corporate.kwiff.com/terms-conditions/

The requirements in the fifth (and final) step should be self-explanatory.

Please let me know if you have any questions.

Dear sue1457,

Could you please let us know if you managed to submit the complaint to eCOGRA? I’m extending the timer by 10 days.

Hello

I have done the eCOGRA compliant form filled in and send

Thank you, sue1457, for the update. As you’ve successfully submitted your complaint to the casino’s official ADR, we will now close this case as ‘Unresolved – Waiting for decision of regulator’.

Please keep us posted on any updates. My e-mail address is andrej.p@casino.guru. Once the official ADR provides a statement, we will classify this complaint accordingly.

The casino can reopen this complaint anytime.

Dear sue1427,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the ADR, we kindly request you to forward their official statement to andrej.p@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the ADR/Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Andrej, Casino Guru

I lost the case with ADR and kwiff have my money over a year half ago and I have not got an ID yet due to personal Issues I am trying to see if I can get an ID card but the cost of living crisis makes it had to get one I am trying to see if citizens card can lower charge and then I could get one I seen reviews the good ones but I believe these to be fakes ones added I seen bad reviews I seen people asked for ID after depositing they refuse to give your money if you win big or small win, I saw a guy owed a huge £130.000 and they offed him just £30.000 he gave all the ID they asked for and the grief he got he going to take them to court I hope he wins, I saw another 0wed £8850 and he has the same trouble he gave all his ID and they are not playing him why is this casino allowed to run and treat people like this they get away so much it is a shocking Illegal behaviour mine is just £400 and they have it one and a half year on !

Hi sue1457,

I wanted to inform you that since Andrej, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Andrej possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Andrej will reach out to you as soon as he's back from vacation.

Thank you for your understanding and continued patience.

I have been in touch with the casino and I asked for the £400 owed to be given then a Joe from customer service from the casino got in touch and he asked for my date of birth and postcode which I replied to his message yesterday and gave him my date of birth and postcode and have heard nothing today.

I will wait till Andre returns form vacation I do not know if I will heard from joe from kwiff casino.

I heard from Kwiff a Marco is asking for ID fabricated How I played in the. Casino when I have not used it at all in over a year ago as my account is blocked latest on trustpliot A man was using his deposit method and was doing this 10 times was told he was not supposed to used it after withholding his money three weeks This will be going on the national news as the person father is doing this I cannot wait because this is a big amount of money £8000, mine is just £400 is just it is the way how they use every trick in the book to withheld other people money ask for every document then do no give out the monies this is fraud it needs to be investigated by the gambling commission

Thank you, sue1457, for the update. I’m sorry to hear about the outcome, but please understand that if the ADR decided in favor of the casino, the likelihood that there was a good reason why the casino withheld your winnings is high.

Have you received any additional information/reasoning from eCOGRA? If so, please forward it to andrej.p@casino.guru, or alternatively, feel free to post it in this thread.

Furthermore, do I understand correctly that you currently reside and have previously resided in the United Kingdom, but do not hold an official ID? Did you have one at the time this issue arose? Did you send all requested documentation, including a photo of your ID, to the casino back then?

Notwithstanding, if despite everything it seems that to proceed with the verification process, all you need to do is send a photo of your ID to the casino, I strongly recommend following through.

Looking forward to hearing from you.

You have failed to see that They allowed me to use the casino with out asking for ID Then askedfor it. I gave them they card I used to Deposit And and a letter it is ONLY after giving them what they wanted they won but what did sayto win it? did they still behaving this to others today this casino been done for money laundering back in December 2022. it is like you backing this casino it not does matter I live In the UK yes I can get an ID Card but I have explained to you in this message, it is a case of getting one when the cost of living it high and when I can Get one £400 siting this is corrupt casino till I can buy an ID card !

Dear sue1457,

According to the requirements stemming from the casino’s regulations, the casino is (and was) allowed to allow players to deposit, play, and withdraw before initiating additional verification procedures. Please note that this is standard in the industry. Most online casinos won’t ask you to provide any documents unless, from the casino’s point of view, there’s a reason for such a request. An online casino has the right to initiate the KYC process at any moment – most likely after you’ve won a larger sum and/or requested a withdrawal, the total sum of your deposits exceeds a certain threshold, or in general, when an inconsistency of any sort regarding your gaming account is detected.

I’m sorry, I understand your point of view, but we cannot penalize the casino for not initiating the verification procedure sooner.

I’m sure that after you get your ID, all necessary information will be in place, and as long as you have played by the rules, the casino will process your withdrawal.

I hope for your understanding in this regard.

I Do not have any thing to say

Dear sue1457,

Due to the aforementioned reasons, we will now close this complaint as ‘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.

If there is any news regarding the requisite ID and/or the verification process, please feel free to reach out to me via e-mail (andrej.p@casino.guru). We can reopen this case anytime.