MrSmith Casino Complaints

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

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

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

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

Unresolved

£5,500

Declining legitimate withdrawal without any further details and proofs

Dear/ Sir / Madam , Last Thursday the 30th of November I joined Mr Smith Casino. I decided to use there 100 percent welcome bonus with a deposit of 100 and managed to clear all the wagering attached to this bonus and withdrew 800. Earlier today I noticed that my account had 100 in it and the remaining balance had disappeared. I contacted there live chat and spoke to Adam who informed me that he would look into this and get back to me ( or get someone else from Mr Smith ) ASAP via Email. A few minutes later I received an email from Adam at Mr. Smith, stating that the winnings had been voided as I was in breach of there terms and conditions 12.1, this surprised me as I had just sighed up for Mr Smith the previous Thursday and had only that one account with them. As well as this I had only ever made one deposit of 100 where i had availed of the 100 percent offer. I emailed them back immediately asking for clarification but as of now have not receied any response. On further investigation of there own terms and conditions I have noticed that customers from the Republic of Ireland are not permitted to play on the casino ( see 5.1 ) but are permitted to deposit and make use of the welcome offer ( which is stated on the welcome bonus page ). This is a clear conflict as Customers from the Republic according to these terms and condtions can deposit and utilise the bonus but are not permitted to play on the casino. I feel that I joined this casino in good faith and manged to clear a bonus with good winning but they have not been fair to me. I would be grateful if you could investigate this matter further on my behalf. If you require any further information or supporting documentation I have same on file and will happily forward it to you, Thanking you for your assistance, Thomas Faulkner.

Unresolved

£800

Winnings withheld & account closed without any proof

I joined Mr Smith Casino accepted a bonus, played, won and requested a withdrawal. I was subsequently advised my account was permanently closed and winnings withheld due to breaching rule 12.1 which covers a number of points i.e. "bonus available only once per person, family, household, address, e-mail address, credit card number, bank account, telephone number, computer/device and / or IP address." I am not aware of knowingly breaching any of these points and asked customer service to elaborate on the position, they declined to do so and just reiterated the full content of rule 12.1. I don't think it's unreasonable to ask for further detail to be provided regarding their alleged breach of rule 12.1 and thus would ask if you could assist further in this regard.

Unresolved

Pending withdrawal time exceeded

I am starting to suspect that Mr Smith Casino are intentionally prolonging the approval of my pending withdrawal of £4500. I have not been asked to verify at present, this is my first withdrawal with them. Online support chat have simply said "some withdrawals are subject to extended security checks" but won't give me a direct communication line with their security department and have given no indication of case resolution other than to say it will be resolved "soon". After reading some of the other horror stories on here regarding the Casino, I'm starting to fear for the money I'm owed. Thomas < surname removed >

Unresolved

£4,500

Payment is being delayed intentionally

I made my first withdrawal request with Mr Smiths casino, When I did this I had deposited with visa but the amount I requested to withdraw was too much for a visa withdrawal so I requested the withdrawal via a bank transfer after a few days I hadn't heard anything and the withdrawal was still pending, So I spoke to the casinos online chat and was told I would be emailed when my withdrawal had been approved. this went on for 8 days and a few chats with casino online chat I still heard nothing. Then I found this site and read up on how a casino works and it states that if I try to withdraw via a different method to which I deposited that It can cause problems for the casino, so I went onto the casino site and cancelled my withdrawal request and then I submitted smaller amounts to withdraw so I could use the visa option. On the withdrawal screen it stated that my request could take up to 24 hours for approval that was 2 days ago and my request is still pending.

Unresolved

Stalling account verification

On Feb. 17, I made a couple of deposits of around 100 euros, without ever getting a bonus. I finally managed to increase my balance and, ultimately, playing slots and roulette at mid and high bets, I score a couple of big wins and proceded with a 6000 euros withdrawal. The very next day, the casino emailed me and asked for various verification documents, which I provided quickly. They were all accepted except for the document proving my ownership of the EntroPay card used for the deposits. Since, I provided the requested documents and even more, but no news from the Casino. After contacting live support and emailing the casino, I always get the same answer : "Your issue has been forwarded to the relevant team". Some online agent asked me to upload the missing document through the casino's website, using a page named "Know Your Customer", but I am not able to do so as that page indicated that my documents are under review and doesn't offer me the option to upload any more documents. The casino's terms specify an 8h delay to accept and validate documents, and then a 24h delay to process the withdrawal. None of this has been done.

Resolved

€6,000

Confiscated £1,800 win without any proof

I signed up and deposited £100 and received a £200 bonus, I played the game 'Retro Reels Extreme Heat' spinning at £4.50 per spin, which is below the £6 limit in the T & Cs. I withdrew two days ago and got an email today saying..... Hope you find this e-mail well. We would kindly like to let you know that our relevant department has noticed that you have breached our Terms & Conditions regarding the bonuses and due to that they have cancelled your pay out and withheld the winnings. We apologize for the inconvenience as we know that this information is not pleasant for you, but you have breached our rules and this is our relevant department decision for your act. Should you require any further assistance please do not hesitate to contact us. Have a lovely day and all the best! Best regards, Marianne Mr Smith Casino Customer Service. When I went onto live chat to ask exactly what the problem is they simply quoted terms and conditions at me, and refused to provide any more information, term 12 is below: 12.1 Any Bonus is only available once per person, family, household, address, e-mail address, credit card number, bank account, telephone number, computer/device and / or IP address. I simply have no idea what they are talking about and can't help think it's just a way to refuse to pay a player his winnings, I also can't help think that they would have gladly taken my £100 if I had lost. I hope you can help as this was a great win right before Christmas. Thanks Peter

Unresolved

£1,800

Unpaid winnings after 5 weeks

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

Resolved

Wrong Calculations on Blackjack Winnings

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.

Resolved

Mr Smith Casino confiscates winnings against their own t&c

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.

Unresolved

£132

Not paying me 3600 owed

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.

Resolved

£3,600

Will not let me to withdraw

I am trying to withdraw, the site wont allow me to select any option but bank transfer, and each time it gets declined, support says I must withdraw using the same method I deposited, however the withdraw function does not give me any such option, sent videos and screen shots and they refuse todo anything about, seems like a nice way to stop users from withdrawing.

Resolved

£1,000

Bonus not given as advertised

Hi, the amount is small but I still feel the casino are not honouring their offer. I joined MrSmith casino on the 22nd March through an affiliate site which offered a 150% bonus match + 150 free spins on Starburst. I followed the link on the affiliate site which took me to MrSmith casino with the page very clearly offering the above mentioned offer. I joined through this page but after deposit I only received the standard MrSmith new player offer of 100% match +100 spins on starburst. Now this is a good offer but it is not what I signed up for. I spoke to the live chat who told me it was an issue they couldn't resolve and it would be sent to the relevant dept for sorting. In short, after a week of confusing e mails there is still no sign of the problem being resolved. Live chat tell me they can't let me let me have a direct contact to the "relevant dept" so I am repeatedly told it is being dealt with as quickly as possible. I hope posting this on here may hurry them along in dealing with this. Below are screenshots which show 1. The offer on the affiliate site 2. The very clear wording on the affiliate site which clearly shows the offer. 3. The MrSmith webpage which shows the offer Thanks

Resolved

Will not pay my winnings due to self

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

Unresolved

£10,500

MrSmith Casino Complaint Stats