Complaint #2 MrSmith Casino

Mr Smith Casino - Will not pay my winnings due to self-exclusion made at another casino

By sallie6942

11 years ago

I joined mrsmith casino around 16th Jan, I made several deposits totaling £2361 over the period of time.
I then won £10,500 and was asked to verify account before I could withdraw, so I did several times in different ways ie email, on the chat line etc.

After a period of 7 days or more they declined my withdrawel, they said it was because I had self excluded myself from one of their sister sites casinoeuro a while back therefore I could not join this site!!!

BUT I was also a member of their other site betsson and was still depositing with no question!!

Apparently betsson are a group of 27 sites this I was unaware of, and was unaware because I had self excluded from one it went across the board.

Since this they have refunded my deposits £2361 and blocked my access to the site.

How long would they have carried on taking off me before they decided I was not allowed to be there if I had not won?

I feel they have only come up with this reason because I won, I feel they should honor the win.

My username on this site was sallie6942

Below is what they sent me

Disputed Casino MrSmith Casino

Reason Declined payment

Amount £10500

Discussion

There are no replies at the moment.

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!

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