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Mr Smith Casino - Declining legitimate withdrawal without any further details and proofs

Complaint Info
Disputed casino MrSmith Casino
Reason Bonus terms violation
Amount £ 800
Posted on December 4, 2017

Dear/ Sir / Madam ,

Last Thursday the 30th of November I joined Mr Smith Casino. I decided to use there 100 percent welcome bonus with a deposit of 100 and managed to clear all the wagering attached to this bonus and withdrew 800.

Earlier today I noticed that my account had 100 in it and the remaining balance had disappeared. I contacted there live chat and spoke to Adam who informed me that he would look into this and get back to me ( or get someone else from Mr Smith ) ASAP via Email.

A few minutes later I received an email from Adam at Mr. Smith, stating that the winnings had been voided as I was in breach of there terms and conditions 12.1, this surprised me as I had just sighed up for Mr Smith the previous Thursday and had only that one account with them. As well as this I had only ever made one deposit of 100 where i had availed of the 100 percent offer.
I emailed them back immediately asking for clarification but as of now have not receied any response.

On further investigation of there own terms and conditions I have noticed that customers from the Republic of Ireland are not permitted to play on the casino ( see 5.1 ) but are permitted to deposit and make use of the welcome offer ( which is stated on the welcome bonus page ). This is a clear conflict as Customers from the Republic according to these terms and condtions can deposit and utilise the bonus but are not permitted to play on the casino.

I feel that I joined this casino in good faith and manged to clear a bonus with good winning but they have not been fair to me. I would be grateful if you could investigate this matter further on my behalf.

If you require any further information or supporting documentation I have same on file and will happily forward it to you,
Thanking you for your assistance,
Thomas Faulkner.

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