Ag Awards

Mr Smith Casino - Not providing a feasible withdrawal method

Complaint Info
Disputed casino MrSmith Casino
Reason Declined payment
Amount € 2800
Count66 Ireland
Posted on March 3, 2019

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!

Posted on March 3, 2019

Dear @Count66,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Count66 Ireland
Posted on March 4, 2019

Apologies. The amount in question is EUR 2,800

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy