Kwiff Casino - Jogador contesta violação do limite de perdas.

So I set a loss limit, and maxed that out and then was later able to chnage this straight away completely ignoring the 24hr cooldown period I have submitted a formal complaint including all the regulating where this goes against, so I’ve submitted a complaint requesting all deposit back as this is a breach of conduct and allowed me to make rash decisions. I have videos to prove this but there too large to be submitted

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Dear Jacpothitter,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Kwiff Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please specify what dates you have asked for the loss limits being applied to your player's account?
• How long have you been a player at this casino?
• Could you please share your game history with us? My email is katarina.d@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

I have emailed you my reoly

Let me know if you have received this

Hi Katrina, if I could get a reply would be much appreciated thank you

Dear Jacpothitter,

thank you for your messages and emails.

Please be advised that this is not a live chat service; therefore, continuous requests for assistance are unnecessary. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding. 

Additionally, I have noticed you did not answer my questions from my initial response. Could you please do so?

• Could you please specify what dates you have asked for the loss limits being applied to your player's account? Could you please write them all down chronologically?
• How long have you been a player at this casino?
• Could you please share your game history with us? My email is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Dear Jacpothitter,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

sent to you email there

Dear Jacpothitter,

thank you for your reply and your email.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

That’s all conversations emailed over

Just emailed over another conversation with the casino about requesting History of my account

Hi I noticed there’s a short time frame left for a reply I’m just wondering if you received all details

Dear Jacpothitter

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello there,

Thank you Jacpothitter for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Kwiff Casino for their help in resolving this complaint. We would like to know why the loss limit wasn't applied correctly and what we can do to help resolve this issue.

Thank you!

What happens if kwiff doesn’t reply?

I have forwarded on my reply from kwiff which I think is disrespectful and I am really unhappy with this and not satisfied in the slightest

We would like to ask the 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 the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded, if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter