Complaint #7 MrSmith Casino

Mr Smith Casino confiscates winnings against their own t&c

By adamsz

10 years ago

Message on forum

My winnings of 132 pounds have been removed from account by casino when I asked for withdrawal.
When I asked why is that I was referred to their general term:

"Bonuses are to be enjoyed as an extension of a guest's playing experience, and should be enjoyed as such. Mr Smith Casino reserves the right to review any guest account after two months of play to ensure game play is within these generally accepted guidelines. Those found to be abusing bonuses will be welcome to continue playing, but will not be eligible for further bonuses."

First of all I checked the terms before playing and didn't break any specific terms. I didn't bet more than 10%, I didn't play any excluded game or game that counts 0%. Secondly, the term I was given by the casino only mentiones that I will not be entitled to any future bonuses, which is fine, not that my winnings will get voided at casinos whim!

I think a reputable casino like MrSmith should follow their own t&c :( If they don't like my gamestyle they can change their t&c to reflect that, rather than void winnings already won fairly and in line with their own t&c.

On a side note, during earlier promotion I have made deposits for a total of 200 pounds and eventually withdrew 150. So I made a loss and casino for some reason was very happy with my gamestyle back then. Obviously I never got refunded for my previous loses and now when I actually won something my winnings got voided.

I hope given the circumstances, someone senior from Mr Smith Casino will be able to take a look and reinstate my balance. I know 132 might not be a lot for some, but to me it's actually a significant amount.

Disputed Casino MrSmith Casino

Reason Bonus abuse

Amount £132

Discussion

AskGamblers

• Support Team

10 years ago

Although Mr Smith Casino management did provide our complaints team with an explanation of this issue, we do not consider their decision and actions as justified enough in this particular situation. Unfortunately, we cannot comment in details, however we believe Mr Smith General Bonus Terms need further clarification in order to avoid such situations in future. We also recommend player to seek further assistance on this matter from the casino's licensing authority.

This complaint is now officially closed.

MrSmith Casino

• Representative

10 years ago

Dear,

Here is a part of the T&C's we are refering to:
3.1.2. You will use this Website and your Member Account solely and exclusively for the purpose of Your genuine participating in the Games and not for any financial or other operations. Your participation in the Games will be strictly in Your personal non-professional capacity for recreational and entertainment reasons only;
11.1. If You breach any provision of these T&C or Mr Smith Casino has a reasonable ground to suspect that You have breached them, Mr Smith Casino reserves the right not to open, suspend, close Your Member Account, withhold any money in your account (including the deposit) and apply such funds on account of any damages due by You.
11.2. If Mr Smith Casino suspects that You are engaged in illegal or fraudulent activities when using the Website; or in breach of this Agreement; or that You are having problems with creditors or otherwise detrimental to our business, we may freeze or terminate Your account or cancel any stakes at our absolute discretion.

I hope this has clarified things out.

We are not going to share any detailed information here on Askgamblers. If you want you can and maybe should take this case to IBAS, they can judge independently on matters as these and are the proper body to do such thing.
We are very confident that IBAS will rule in our favor and IBAS is the only instance we will share all relevant and exact data with.

With kind regards,

adamsz

10 years ago

I though this is what you mean by "bonuses we judge may have been obtained by misuse of the system." I'm sorry if I misunderstood you.

But that is irrelevant now as you have said yourself, you will not change your stance which is very unfortunate. Despite all the information I have provided this complaint will have to be marked as unresolved and hopefully will serve as a warning to those who are interesed in playing in Mr Smith Casino.

1, MrSmith is enforcing general "spirit of bonus" confisactions, even if players don't break any point specific terms they can always have their winnings taken based on arbirtrary decision that their play is "unwanted" or "abusive"

2.MrSmith will not apply their terms to your past deposits if you have lost them, but might enforce them upon winning.

MrSmith Casino

• Representative

10 years ago

Dear Adamsz,

We are not saying your received the bonus falsely.

MrSmith Casino Complaint Stats

Resolved 6 / 17

Avg. Amount $3,383

Avg. Complaint Duration 6 days

Avg. Response Time 3 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!

Unresolved

€2,800

Mr Smith Casino - Payment of £4,800 staying in pending status for too long now

I deposited around £1500 with this casino and ended up with £4800 in my account. I requested the withdrawal and had to submit things for verification. These included both pictures of my credit and debit card. Both of these were approved. It’s now been 48 hours and everytime I contact them, they say we are waiting on security checks and we don’t know how long this can take. Starting to think they won’t pay me out

Unresolved

£4,800

Mr Smith Casino - Withdrawal pending for too long

Hi I’m having trouble receiving my money, I sign up on Tuesday and got the bonus money aswel, was playing all day and I managed to wager the bonus money and in total I won £4500 I withdrawal £3000 and then £1200 and then £300, it said it takes up to 24 hours before it go’s throw, so I did withdrawed the £300 and payed with it and then the £1200 and payed with it over the last few days, but I left the £3000 and I have spoken to them and had a chat on line a few times and emailed them and they just keep saying the same thing that the security team are looking and have to approve the pending of money, but it’s been 4 days now and still got know where and the people are just saying the same thing all the time, they won’t let me speak to the security team to see what they need to hurry things up, now I read all the other comments im getting worried that it’s just a con site

Unresolved

£3,000

Mr Smith Casino - Withdrawal timeframe exceeded

I won roughly £5500 over 3 days ago and the winnings have still not been paid out and the transaction is still pending. So, I deposited roughly £600 and from this won over £5000. I withdrew using the same method I used to deposit and was told upto 24 hours for authorisation. It has now been over 3 days and every time I speak to someone from their customer service team I get told the withdrawal is awaiting further checks. What upsets me is that they will not tell me what these checks are, they won't give a timeframe and every agent I've spoken to has basically said I just need to wait. It's terrible service to not advise the customer as to what is happening. I've told them I'll provide any information they need and all I want is a rough time frame or some kind of indication as to what is causing the delay. It seems they just don't want to give me any information and are willing to leave me in the dark. Any advice would be appreciated as I'm so frustrated with the lack of real help in getting from them. Cheers