Resolved what a friday, SOW at Kwiff during withdrawal

[steveyboy]

today i deposited £400 at mr vegas casino, played 41 spins at 50p then got kicked out of game as i had reached loss limit, of which i do not know how much is loss limit so withdrew £368 back to bank,no problem but very frustrating. Then onto KWIFF deposited £200 won and withdrew £600 then get message check email or contact chat, looked at in box on casino no message, checked verification and nothing in there, so checked my email after logging out. and they now want me to do a sow etc. do they not realise they cannot do that when a withdrawal is pending so now waiting to see if and when money hits bank. as i have no intention of supplying my personal details.

 

[shady]

Will be closing account now. Thanks for heads up with SOW.

 

[maxd]

@steveyboy , have you tried contacting their rep here on the forums. @TeamKwiff might be able to help you get this resolved.

Regards,
Max Drayman
Forum Co-Moderator, Casinomeister.com

 

[steveyboy]

@steveyboy , have you tried contacting their rep here on the forums. @TeamKwiff might be able to help you get this resolved.

Regards,
Max Drayman
Forum Co-Moderator, Casinomeister.com

no not yet waiting to see if and when money hits my bank.

 

[dunover]

I applied to the aff programme a week ago and never got a response so at least you're all doing better than me lol

 

[steveyboy]

got an email from kwiff if i do not comply within 7 days my account will be suspended wow do they think i am going to deposit more, and they still not paid yet.

 

[shady]

got an email from kwiff if i do not comply within 7 days my account will be suspended wow do they think i am going to deposit more, and they still not paid yet.

Another push towards Crypto

 

[steveyboy]

Another push towards Crypto

im to old for trying crypto now.

 

[satchnz]

im to old for trying crypto now.

It really isn’t that complicated when you understand what you are doing, and understanding isn’t difficult. Plenty of people on here willing to help

 

[TeamKwiff]

Hey @steveyboy sorry about your experience, happy to look into your case with the relevant teams, can you send me a PM with your account details with us, please?

 

[steveyboy]

Hey @steveyboy sorry about your experience, happy to look into your case with the relevant teams, can you send me a PM with your account details with us, please?

sent you private email with details

 

[TeamKwiff]

Hey @steveyboy many thanks for providing your details via pm

We were able to check on your case and it is due to UKGC standards that the affordability checks were requested and not because of your withdrawal. You should be able to check that the document request was sent before. There is not much we can do about it as we are 100% compliant and even if we would prefer to be less intrusive this is what applies at the moment to your country of residence.

We hope that the process can be completed soon and ask for your understanding.

 

[steveyboy]

Hey @steveyboy many thanks for providing your details via pm

We were able to check on your case and it is due to UKGC standards that the affordability checks were requested and not because of your withdrawal. You should be able to check that the document request was sent before. There is not much we can do about it as we are 100% compliant and even if we would prefer to be less intrusive this is what applies at the moment to your country of residence.

We hope that the process can be completed soon and ask for your understanding.

i will just go onto kwiff then and close my account thanks for letting me know.

 

[satchnz]

Hey @steveyboy many thanks for providing your details via pm

We were able to check on your case and it is due to UKGC standards that the affordability checks were requested and not because of your withdrawal. You should be able to check that the document request was sent before. There is not much we can do about it as we are 100% compliant and even if we would prefer to be less intrusive this is what applies at the moment to your country of residence.

We hope that the process can be completed soon and ask for your understanding.

Hold on. You’re holding up a withdrawal of £600 from a £200 deposit to do an affordability check on the guy? If you’d said you were doing AML checks then I’d understand. But holding due to an affordability check? Really? Would be interesting to understand the logic behind that.

 

[steveyboy]

account now closed so when do you think they will have to pay out?.

 

[jasonuk]

Hold on. You’re holding up a withdrawal of £600 from a £200 deposit to do an affordability check on the guy? If you’d said you were doing AML checks then I’d understand. But holding due to an affordability check? Really? Would be interesting to understand the logic behind that.

Exactly this - if it was directly related to the withdrawal (KYC problems, AML concerns, possible fraud, possible T&C violation) then I could understand.

Even though they claim the affordability check was sent "before" - that should impact deposit and play, never withdrawals. Holding up a withdrawal because of an affordability check smells like a stealth reversal tactic, a practice the UKGC has banned.

Additionally, while the rep is likely speaking on behalf of the higher ups, they should be wary of claiming to be "100% compliant" when said action may not be compliant:

From

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on the UKGC Compliance portal
"What not to do: (...) players must not be asked for information at the point they request a withdrawal from their account if the operator could reasonably have asked for this information at an earlier time."

 

[jasonuk]

For note, I looked into this further for the BBF thread and I think I can see another discrepancy which may or may not be relevant here - Kwiff appear to be applying the

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as €2000 wagered instead of €2000 deposited, withdrawn, net win or net loss (roughly, the exact description is below).

'Transaction' consists of:
The wagering of a stake, including:
* the purchase from, or exchange with, the casino of tokens for use in gambling at the casino
* payment for the use of gaming machines
* the deposit of funds required to take part in remote gambling, or
* the collection of winnings, including the withdrawal of funds deposited to take part in remote gambling or winnings arising from the staking of such funds. [79]

In determining whether a transaction amounts to €2,000 or more, casino operators do not need to take account of winnings from a previous transaction which had not been collected from the casino, gaming machine or remote gambling, but are being re-used in the transaction in question.[80] This means that casino operators do not need to include restaked winnings (so called 'recycled winnings', 'turnover' or 'churn') when determining whether a customer has reached the €2,000 threshold.

The majority of customers are going to hit a €2000 lifetime wagering threshold - which would explain the confusion when low rollers are being asked for such intrusive information, or medium rollers are being asked after one or two sessions.

 

[steveyboy]

For note, I looked into this further for the BBF thread and I think I can see another discrepancy which may or may not be relevant here - Kwiff appear to be applying the

You do not have permission to view link Log in or register now.

as €2000 wagered instead of €2000 deposited, withdrawn, net win or net loss (roughly, the exact description is below).



The majority of customers are going to hit a €2000 lifetime wagering threshold - which would explain the confusion when low rollers are being asked for such intrusive information, or medium rollers are being asked after one or two sessions.

and still no show in bank.

 

[TeamKwiff]

Hey @steveyboy

We just checked on your case again. It seems that you did not come back to our agents. We urge you to answer the email sent to the email address registered with kwiff. We cannot solve these things based on the communication in the forum; you need to communicate with our agents yourself to continue with your withdrawal.

If you cannot find the email, please check your spam folders or contact our customer service team to resend the information.

SOW can be taken to mean many different things, but at this stage, we have not asked for the provision of anything more than identity documents and a description of where you obtain the funds to play with.

It looks like you have enjoyed our services so far, and we would like to prove to you that it is worth it to play with a UKGC-compliant operator.

 

[satchnz]

We were able to check on your case and it is due to UKGC standards that the affordability checks were requested…

SOW can be taken to mean many different things, but at this stage, we have not asked for the provision of anything more than identity documents and a description of where you obtain the funds to play with.

You may want to be clear with the customer as to why you are withholding his funds as you appear to be confusing two separate concepts.

 

[TeamKwiff]

Hey @satchnz you are right. A lot of different topics get mixed up in this thread.

We obviously do not want to solve AML cases here, we just offer help and try to be as transparent as possible, which is not always as simple as it seems due to certain factors.

But some facts about this case, it was not the first deposit of *snip* from @steveyboy but there were 10 in total in different sizes.
Regular CDD was requested before the withdrawal.
No further communication has happened between @steveyboy and our teams in the relevant channels.
The case can't move forward without coming back to us and some cooperation.

 

[nfehily]

Hey @satchnz you are right. A lot of different topics get mixed up in this thread.

We obviously do not want to solve AML cases here, we just offer help and try to be as transparent as possible, which is not always as simple as it seems due to certain factors.

But some facts about this case, it was not the first deposit of *snip* from @steveyboy but there were 10 in total in different sizes.
Regular CDD was requested before the withdrawal.
No further communication has happened between @steveyboy and our teams in the relevant channels.
The case can't move forward without coming back to us and some cooperation.

I dont think sharing deposit details of customers accounts is appropriate here.

 

[TeamKwiff]

Hey @nfehily

That is correct, and we do not want to accuse anybody of providing false information but quoting our T&Cs, UKGC guidelines and throwing numbers around, we need some context here and believe the provided information is generic enough not to disclose personal information or transaction details.

 

[steveyboy]

Hey @satchnz you are right. A lot of different topics get mixed up in this thread.

We obviously do not want to solve AML cases here, we just offer help and try to be as transparent as possible, which is not always as simple as it seems due to certain factors.

But some facts about this case, it was not the first deposit of *snip* from @steveyboy but there were 10 in total in different sizes.
Regular CDD was requested before the withdrawal.
No further communication has happened between @steveyboy and our teams in the relevant channels.
The case can't move forward without coming back to us and some cooperation.

what do you mean by regular cdd was requested before withdrawal. as i stated at the begining of this you have on your site an inbox for messages which when i checked had nothing in it, also verification was the same nothing in it. and as i have now closed my account you will not be getting anymore deposits from me,, the casino used the threat if i do not comply we will suspend your account. hence my closing account so if you think i am a money launderer please inform relevant authority or pay up.

 

[nfehily]

'But some facts about this case, it was not the first deposit of *snip* from @steveyboy but there were 10 in total in different sizes'.

I dont class this information as generic im afraid, and would advise that you refrain from sharing such details in public threads.