Kwiff refusing my winnings and closed my account

[preacher]

I've played with kwiff for a long time never had a problem but on friday I put a 50pound bet on and won £1.1k which I immediately withdrew which I then got an email saying I needed to be verified with ID, proof of address and what I do for work to get the funds, no problem I sent everything and today after 4days they have emailed saying they are closing my account for apparently breaching terms and I'm not getting my winnings and refunded me my bet stake

 

[itsme123]

These are the terms they are quoting, so basically they can close your account anytime for any reason they want and they dont have to tell you why:

C.2.1 kwiff reserves the right at its sole discretion without cause and at all times, to:

• decline to open a Kwiff Account;
• decline to accept deposits;
• request documents to verify your identity and the ownership of payment methods used on your account at the time of depositing, withdrawing or any other stage; your account may be suspended until satisfactory completion of these checks;
• request authorisation to use a specific Card or payment method;
• hold and manage funds belonging to you in accordance with generally accepted guidelines for cash management regarding such funds; this may include a Payment Solution Provider being entrusted to hold funds in your name or for your benefit;
• suspend or close your Kwiff Account and/or forfeit and/or confiscate any winnings in a Kwiff Account and/or refuse to honour any winnings, pending the outcome of any investigation by Kwiff where Kwiff reasonably believes that, directly or indirectly:
  (a) any of the Kwiff Rules have been breached;
  (b) you have acted dishonestly or unfairly in order to gain an advantage, circumvent our systems and/or cheated or employed or made use of an automated or electronic system (including machines, robots, computers, software, VPNs or any other automated system);
  (c) you are found to have provided false/misleading or otherwise inadequate information and/or documentation regarding your identity and any other account details as requested by Kwiff; and/or
  (d) other unauthorised activities have occurred (or are suspected) in connection with a betting event, transaction, gameplay and/or the operation of a Kwiff Account (such as, but not limited to, breach of applicable laws, rules or regulations, breach of a third party’s rights, fraud, collusion and cheating). You will be notified of the suspension or cancellation of your Kwiff Account, the forfeiture and/or confiscation of winnings in your Kwiff Account and/or Kwiff’s refusal to honor any winnings via e-mail and, if the suspension leads to the retention of winnings, a documented copy of the decision may be sent to the UK Gambling Commission or any other relevant authority. We may inform the relevant authorities, regulatory bodies and/or sports governing bodies, other online service providers, banks, electronic payment providers or other financial institutions where unauthorised activities have taken place. During the suspension period, it will not be possible for you to access your Kwiff Account.
  (e) if we discover that you are using any technology, including but not limited to the use of VPNs, that allows you to create accounts and use Kwiff Services while residing in a different territory other than the one in which you created the account;
• to close your Kwiff Account and/or void any bets or stakes where, based on the information relating to your gambling or deposit activity, we have made the decision to no longer offer our Services to you;
• Exclude players from any promotions or offers without any advanced warning.

 

[preacher]

Okay I understand that but how can they just decide to take away my 1.1k withdrawal away from me when I've followed everything they have said? Any ideas on help?

 

[conker]

There are so many reasons a casino may choose to withhold money you have won. The only way to get to the bottom of this is by speaking with Kwiff. However, there are some options for you.

You can try sending a direct message over to the rep listed at the forum @Kwiff Affiliates, however they haven't logged in since April 2024, so you may struggle to get a reply.

If you do try DM'ing them and don't get a response then you could consider submitting a PAB. Make sure you read the rules before you do this, as you will have to let the process play out.

 

[preacher]

There are so many reasons a casino may choose to withhold money you have won. The only way to get to the bottom of this is by speaking with Kwiff. However, there are some options for you.

You can try sending a direct message over to the rep listed at the forum @Kwiff Affiliates, however they haven't logged in since April 2024, so you may struggle to get a reply.

If you do try DM'ing them and don't get a response then you could consider submitting a PAB. Make sure you read the rules before you do this, as you will have to let the process play out.

I've spoke to countless people from kwiff but unfortunately all I get is to submit a complaint and they will get back to me up to 8weeks which is really bad.
If I do a ticket would I have to delete this thread?

 

[conker]

If I do a ticket would I have to delete this thread?

Absolutely not, we would just need you to stop discussing the matter on the forum whilst the Casinomeister team try and speak to them.

 

[preacher]

Absolutely not, we would just need you to stop discussing the matter on the forum whilst the Casinomeister team try and speak to them.

Okay understand thanks for that as I did submit a ticket a few hours ago

 

[jasonuk]

For the OP, if you've submitted a PAB then no further comments from yourself at this point until that ticket is resolved.

Split the decision in two:

• The "business decision" to close the account - their house, their rules... nothing to be done there.
• The secondary decision to confiscate the balance due to unnamed T&Cs violations - this one needs more details, they should be giving you a meaningful reason why... particularly as any escalation to ADR (which comes later in the cycle, you're currently at internal complaint with the PAB on the side - as per the UKGC protocol they are allowed up to 8 weeks for the internal complaint phase) will require them to articulate the reason anyway.

Since it's going to PAB then not really anything else to add at this time, just wanted to make that distinction as there are two decisions here rather than one.

 

[preacher]

For the OP, if you've submitted a PAB then no further comments from yourself at this point until that ticket is resolved.

Split the decision in two:

• The "business decision" to close the account - their house, their rules... nothing to be done there.
• The secondary decision to confiscate the balance due to unnamed T&Cs violations - this one needs more details, they should be giving you a meaningful reason why... particularly as any escalation to ADR (which comes later in the cycle, you're currently at internal complaint with the PAB on the side - as per the UKGC protocol they are allowed up to 8 weeks for the internal complaint phase) will require them to articulate the reason anyway.

Since it's going to PAB then not really anything else to add at this time, just wanted to make that distinction as there are two decisions here rather than one.

Yeah I appreciate all of that, I said to them I'm fine with them keeping my account closed as like you said that is their right but to withhold my winnings and take them is not right, I tried with resolver and they emailed me saying they will only deal with my complaint through my personal email not with resolver which I find weird

 

[mulven]

Yeah I appreciate all of that, I said to them I'm fine with them keeping my account closed as like you said that is their right but to withhold my winnings and take them is not right, I tried with resolver and they emailed me saying they will only deal with my complaint through my personal email not with resolver which I find weird

reminder that in the reply you are quoting it says to not comment and your previously post to the thread mentioned understanding the implications of making the PAB and yet you still commented.

Don't talk about the matter on the forums until the PAB is resolved.

 

[preacher]

reminder that in the reply you are quoting it says to not comment and your previously post to the thread mentioned understanding the implications of making the PAB and yet you still commented.

Don't talk about the matter on the forums until the PAB is resolved.

reminder that in the reply you are quoting it says to not comment and your previously post to the thread mentioned understanding the implications of making the PAB and yet you still commented.

Don't talk about the matter on the forums until the PAB is resolved.

Yeah but the PAB isnt active now as where I went through resolver myself the guys on here cant help or does that still mean I should keep quiet? Sorry new to all this

 

[mulven]

Yeah but the PAB isnt active now as where I went through resolver myself the guys on here cant help or does that still mean I should keep quiet? Sorry new to all this

Oh I was under the impression you submitted a PAB ticket.

 

[preacher]

Oh I was under the impression you submitted a PAB ticket.

I did but where I already done resolver I was told I would have to wait till resolver was sorted but kwiff have emailed saying g they wont deal with my complaint via resolver

 

[conker]

Pretty much everyone that has to submit a PAB is new to it, so don't worry about that.

If you decide to go forward with a PAB, now that Kwiff have said they wont deal with Resolver, then just refrain from posting on this thread or any other thread about your situation with Kwiff. You are free to discuss anything else at the forum, just not this particular issue.

If you decide not to submit a PAB then you can continue discussing this issue, but don't be surprised if others start to tune out after a while.

Best of luck with it, whatever you decide to do.