Kwiff - SOW request, account closed, refuse to return balance

BenchBasic

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Aug 17, 2024
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UK
Hello,

Hopefully this is the right section. From searching the forum this is clearly not the first time this casino has caused issues.

I've been playing on and off at Kwiff for a couple of years, my balance is a little over £1k.

I hadn't used the site for a few months and out of the blue received a Source of Wealth request by email in late July, so I logged in and sent a bank statement. Seven days later that was rejected and they requested a savings statement. I wasn't comfortable with that and emailed them several times, which they never replied to. At that point I was even less inclined to send them any further documents and decided to close my account in mid-August.

When my balance wasn't returned I once again emailed them several times without response. Given how little communication I was receiving from them I sent another email to trigger their formal complaint procedure, which finally got me a reply.

It's now late September and I finally heard back saying they have completed an internal investigation and are not going to return my balance. They have given me the choice of sending documentation to complete the SoW check or contacting the ADR, eCogra.

It's also worth noting several times in the emails they made incorrect statements, e.g saying I had not completed an ID check (which I had), and saying the bank statement I sent only contained a few transactions from a Revolut account (it had many transactions, and I don't even have a Revolut account).

What is my best course of action here?

My understanding from reading this forum is that with my account closed their legal obligations are complete and they must now return my money. The exception is if they believe criminal activity is involved, in which case they should have contacted the police. Is this something eCogra would rule on, and if so how likely would I be to win based on the above?

The alternative is sending them documentation. Which I am not keen on, but would risk if it meant getting my money back.

Any help or advice would be appreciated, thanks.
 
Kwiff Casino is reviewed at Casinomeister
What is my best course of action here?
The answer to this will depend on what happened to your balance after the documentation request - any winnings after that point are at risk of forfeiture.

The process is explained at:
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You'll notice that "comply or take it to ADR" is not on the list - and being a regulatory procedure it's unclear if an ADR can even rule on it in the first place.

If you refuse Customer Due Diligence (including SoW), they should send your money back - but that'll consist of the balance at the time of the request, and any subsequent deposits but not subsequent winnings.

It's also worth having a read through some of the Kwiff threads over the past year - it's clearly a calculated play on their part, and they are more than willing to lie to customers (as you have discovered) to try and strongarm them...

Sadly, there's always a risk that they steal your balance (as in, they have no authority to do so) and it's unclear how that would be resolved - the UKGC will not act directly on player complaints, it may be outside the scope of ADR, which would only leave small claims (and that's beyond the scope of this forum).

It may be worth dropping the UKGC an email anyway - they may be able to give you a more specific answer, even if they can't intervene.
 
Thanks for the response Jason, that was helpful. I've just re-read some of the previous Kwiff threads and see you were active in those as well.

To confirm I hadn't played on the site for a few months when the SOW occured, and I did not deposit or play on the site after the request. So the whole balance was already in the account before the request.

Per your advice I will contact the UKGC to see if they can provide additional information.
 
Kwiff Casino is reviewed at Casinomeister

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