Complaint #8 MrSmith Casino

Mr Smith Casino - Wrong Calculations on Blackjack Winnings

By ck9087

10 years ago

Message on forum

I was playing live blackjack and won, but only received by stake back. I raised the issue with the casino immediately and was advised they would need to speak to their provider. I have chased updates all week, and 6 days later, they are still non the wiser. I do not feel this is acceptable and have been told I would need to wait until Monday for a manager from their casino to respond to my complaint, as no managers work weekends. All I want is my winnings from this game. I'm not sure why this is taking so long to resolve. I feel much more could have been done to resolve this in the week, and better communication would have been appreciated.

Disputed Casino MrSmith Casino

Reason Wrong calculations

Discussion

AskGamblers

• Support Team

10 years ago

Based on player's last comment, we consider this case as resolved and it is now officially closed.

ck9087

• 6 reviews

10 years ago

Yes the complaint can be closed. Although I feel that the response received didn't provide sufficient evidence and they took such a long time to provide a response in the first instance. The good will gesture that they offered and then didn't honour was very poor customer service. I hope they can learn from this and realise this is not a very good way of dealing with their customers. I would advise anyone considering opening an account with this casino to avoid in all circumstances. They are very slow to respond to any query and take too long to process withdrawal requests compared to other casinos. I have subsequently closed my account with this casino due to their very poor customer service.

AskGamblers

• Support Team

10 years ago

@ck9087,
Is the aforementioned blackjack issue has been resolved, can we close this complaint? Unfortunately good will bonuses and gestures are not a concern of this particular complaint. Thank you.

ck9087

• 6 reviews

10 years ago

You didn't specify in your response this was not guaranteed. I am not quite sure why you actually offered a goodwill gesture if you wasn't going to honour it. In view of the poor customer service I have received, I have closed my account with Mr smith. I strongly recommend that no one uses this site.

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!