Mr Smith Casino - Unpaid winnings after 5 weeks

David Mousley United Kingdom
posted on November 16, 2015.

i withdrew my winnings after a short time playing (my first withdraw). after several weeks I complained and was asked for varous id which I sent. the casino states this was accepted, but still no pay out. they then ignored my next two emails and eventually sent the usual auto email stating they would look into this. still nothing 5 weeks later

posted on November 17, 2015.


I would like to apologize for any misunderstandings when contacting our Customer Support department.

When requesting your withdrawal you selected a method that did not match the one you used for the deposit. And the funds were therefore returned to your account on the same day. Since then the funds have been untouched.

Based on the communication with our support department I understand that you have had some difficulties logging into your account, it might therefore have been unclear for you what exactly was happening. I would like to stress that the account was not closed, and you are more than welcome to keep playing with us, and are more than welcome to contact our Customer Support if you need any assistance with logging in.

As the case has been dragging on we have manually done the withdrawal for you, You can expect to receive the money within 5 business days.

You can also expect to be contacted by our Customer Support with an explanation shortly.

I hope this clarifies the situation and I apologize for any inconvenience.

Best regards,
Mr Smith Casino

posted on November 21, 2015.

Dear @fb_10­156­257­333­000385,

Are you satisfied with the casino's response, may we close this case as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.