BenchBasic
Registered
- Joined
- Aug 17, 2024
- Location
- 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.
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.