Ag Awards

Mr Smith Casino - Confiscated £1,800 win without any proof

Complaint Info
Disputed casino MrSmith Casino
Reason Bonus terms violation
Amount £ 1800
petenees85 United Kingdom Message
Posted on December 24, 2016

I signed up and deposited £100 and received a £200 bonus, I played the game 'Retro Reels Extreme Heat' spinning at £4.50 per spin, which is below the £6 limit in the T & Cs.

I withdrew two days ago and got an email today saying.....

Hope you find this e-mail well.

We would kindly like to let you know that our relevant department has noticed that you have breached our Terms & Conditions regarding the bonuses and due to that they have cancelled your pay out and withheld the winnings.
We apologize for the inconvenience as we know that this information is not pleasant for you, but you have breached our rules and this is our relevant department decision for your act.
Should you require any further assistance please do not hesitate to contact us.
Have a lovely day and all the best!

Best regards,
Mr Smith Casino Customer Service.

When I went onto live chat to ask exactly what the problem is they simply quoted terms and conditions at me, and refused to provide any more information, term 12 is below:

12.1 Any Bonus is only available once per person, family, household, address, e-mail address, credit card number, bank account, telephone number, computer/device and / or IP address.

I simply have no idea what they are talking about and can't help think it's just a way to refuse to pay a player his winnings, I also can't help think that they would have gladly taken my £100 if I had lost.

I hope you can help as this was a great win right before Christmas.



Posted on December 27, 2016

Hi Peter,

During our investigation of the case it came to our attention that term 12.1 of our terms and conditions had been broken. We have reviewed the case again and our decision still stands.

If you wish to take the case further we recommend you to contact our official ADR body - IBAS.

Thank you for your understanding.

Betsson Group

petenees85 United Kingdom Message
Posted on December 27, 2016

I do not know what you are talking about, I simply signed up, played and won, can you tell me what exactly I have done wrong instead of quoting a load of T & Cs at me please.


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