Complaint #3 MrSmith Casino

Mr Smith Casino - Bonus not given as advertised

By vinny47

11 years ago

Hi, the amount is small but I still feel the casino are not honouring their offer. I joined MrSmith casino on the 22nd March through an affiliate site which offered a 150% bonus match + 150 free spins on Starburst. I followed the link on the affiliate site which took me to MrSmith casino with the page very clearly offering the above mentioned offer. I joined through this page but after deposit I only received the standard MrSmith new player offer of 100% match +100 spins on starburst. Now this is a good offer but it is not what I signed up for. I spoke to the live chat who told me it was an issue they couldn't resolve and it would be sent to the relevant dept for sorting. In short, after a week of confusing e mails there is still no sign of the problem being resolved. Live chat tell me they can't let me let me have a direct contact to the "relevant dept" so I am repeatedly told it is being dealt with as quickly as possible. I hope posting this on here may hurry them along in dealing with this. Below are screenshots which show
1. The offer on the affiliate site
2. The very clear wording on the affiliate site which clearly shows the offer.
3. The MrSmith webpage which shows the offer
Thanks

Disputed Casino MrSmith Casino

Reason Bonus not given

Discussion

vinny47

• 10 reviews

11 years ago

Hello, the deposit offer has now been matched and placed into my account.
Thanks

MrSmith Casino

• Representative

11 years ago

Dear Vinny,
I have escalated the matter internally here at Mr Smith. This should not happen. The offer is valid and you are eligible for this bonus.
I will see to it that this gets resolved asap.

regards,

MrSmith Casino Complaint Stats

Resolved 6 / 17

Avg. Amount $3,383

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

MrSmith Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 4 out of 11 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

MrSmith Casino Complaints

See all complaints for this casino

Mr Smith Casino - Not providing a feasible withdrawal method

I have a fully verified account. Made a deposit yesterday using a credit card. Played a few games and won a few quid. Went to withdraw and was told I have to use an old PayPal account. I explained that I don't use that account anymore as it was hacked and not safe and as a result I wanted to withdraw back to either the credit card I deposited with or via bank transfer and I would complete any further verification checks required on those methods.

I was told this wasn't possible due to AML requirements and I had to use the PayPal account. I explained I work in financial services and that this definitely not an AML requirement. In fact to comply with AML they should verify and transfer the funds back to the credit card I deposited with in the first place and in addition it was perfectly acceptable under AML to use another account once it was verified which I had offered to do.

I went on to further explain that by insisting on myself using a PayPal account which has potential security issues they were breaching the payment services directive 2 and the consumer protection code

The withdrawal still has not been processed and still no answer as to how I can withdraw. Had a similar issue last year when I had a large win except on that occasion, given the amount of money they wouldn't transfer in full to the PayPal account , which hadnt been compromised at that time, but rather insisted it had to go to my bank account which I needed to supply them with and verify. I did and got the funds eventually.

I get they don't want to pay out if at all possible but at least they could be consistent in the excuses they use, I. e PayPal was a problem when I wanted to use that for the big win, prior to its compromise, now on this win, PayPal is not a problem but rather my preferred method of withdrawal this time, I. E the credit card I deposited with. Painful!