Complaint #5 MrSmith Casino

Mr Smith Casino - Not paying me 3600 owed

By dewarjames88

11 years ago

Back in April I signed up for Mr Smith casino, made a deposit of 100 pounds and recieved a welcome bonus of 100 pounds, obviously I checked the bonus terms once I had recieved this bonus cause I didnt wanna break any terms, so saw the wagering and the max bet. Kept within the terms of the bonus and managed to win 3600... and I had completed wagering, so I requested a withdrawal.... after sending 2 types of ID, holding ID to my face, sending proof of addresses, and even receiving a verification phone call, They still have not paid the money owed. When I go on the site it says my account is blocked and when I email them no body responds. When i go onto the live chat I get this message when I ask whats happening with my money.

"I have checked your account and we still waiting for more information from the relevant department. As soon as we have got more information we will of course send you an update via email"

Its just ridiculous it really is. I wouldnt advise anyone to play on this casino.

Disputed Casino MrSmith Casino

Reason Delayed payment

Amount £3600

Discussion

AskGamblers

• Support Team

11 years ago

@dewarjames88,
It's a nice practice to confirm if your complaint is resolved or not, thank you.

AskGamblers

• Support Team

11 years ago

@dewarjames88,
Did you received your winnings, can we close this complaint? Thank you

MrSmith Casino

• Representative

11 years ago

Dear AskGamblers,

We have investigated this case and have come to the conclusion we haven't got sufficient data to support the reason for confiscate the players winnings.
Therefore we will pay the winnings back to the player.

MrSmith Casino

• Representative

11 years ago

We are currently investigating this case, we should be able to provide more information in the next 24 hours.

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!