Complaint #18 MrSmith Casino

Mr Smith Casino - Stalling account verification

By SMRXII

9 years ago

On Feb. 17, I made a couple of deposits of around 100 euros, without ever getting a bonus. I finally managed to increase my balance and, ultimately, playing slots and roulette at mid and high bets, I score a couple of big wins and proceded with a 6000 euros withdrawal. The very next day, the casino emailed me and asked for various verification documents, which I provided quickly. They were all accepted except for the document proving my ownership of the EntroPay card used for the deposits. Since, I provided the requested documents and even more, but no news from the Casino. After contacting live support and emailing the casino, I always get the same answer : "Your issue has been forwarded to the relevant team". Some online agent asked me to upload the missing document through the casino's website, using a page named "Know Your Customer", but I am not able to do so as that page indicated that my documents are under review and doesn't offer me the option to upload any more documents. The casino's terms specify an 8h delay to accept and validate documents, and then a 24h delay to process the withdrawal. None of this has been done.

Disputed Casino MrSmith Casino

Reason Verification issues

Amount €6000

Discussion

AskGamblers

• Support Team

9 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

SMRXII

9 years ago

It was settled today. My account was verified and payment received within 12 hours! Impressive. Thanks a lot.

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!