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Casino Complaint Advice needed - Mr Smith confiscated my winnings & wont respond to my messages

Discussion in 'Casino Complaints - Non-Bonus Issues' started by ashjames90, Jun 15, 2015.

    Jun 15, 2015
  1. ashjames90

    ashjames90 Account suspended until resolved at the UKGC

    Occupation:
    Work in clothes shop
    Location:
    London
    Hello everyone!
    I won over 40k with Mr Smith casino and they have confiscated my winnings and closed my account. They are saying they called me and that I said I knew nothing about the account. I did not have this conversation. I private messaged the representative over a month ago and asked for the call log and recording of the phone call and he said he would send it to me. I have heard nothing since despite chasing.

    Can anyone advise me on what I should do next?

    Thanks guys
    Ashleigh
     
  2. Jun 15, 2015
  3. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    If you PM'd the rep and had no response in a month it's poor. Considering that and the amount involved I'd get straight into a PAB as you have tried resolution already directly.
    Bear in mind if there's proven to be ANY wrongdoing on your part you will be hung out to dry, so make sure your version of events has logs, proof and is 100% accurate first.:thumbsup:
     
  4. Jun 15, 2015
  5. ugaboga

    ugaboga Casino Addict

    Occupation:
    Information Technology, Day Trader
    Location:
    Australia
    Wow, very unusual behaviour from the Betsson group.
     
  6. Jun 15, 2015
  7. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Indeed (allegedly), and if it was 40k I wouldn't have given the rep 4 days let alone 4 weeks to reply. The OP deserves the benefit of the doubt here until shown otherwise so I recommend he passes the matter onto Max for resolution off the public forum. I know the Betsson rep is NOT that slow....
     
  8. Jun 15, 2015
  9. Casino2014man

    Casino2014man Non-Gambler

    Occupation:
    Noneya
    Location:
    United Kingdom
    Out of interest - how did you win the 40k? Thats a LOOOOT of money :eek:
     
  10. Jun 15, 2015
  11. kou187

    kou187 Senior Member MM

    Occupation:
    Supervisor
    Location:
    A Ham Sandwich Wrapper
    I hope this isn't true as i play there a lot and have always found live chat helpful generous and the site a joy to use. Mind you i would never win that much money anyway. haha
     
  12. Jun 15, 2015
  13. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    I'm not sure they are giving you the full story. Or even the right one.

    Firstly, they would ask for some sort of verification on the account when phoning - like a seurity check - and if the person said they knew nothing about it then obviously they are not the right person to be talking to and the conversation would have ended there.

    They would then have emailed you... they wouldn't just close the account and not talk to you, even if your phone number was wrong. There must be something else.
     
    5 people like this.
  14. Jun 15, 2015
  15. cncas2123

    cncas2123 Senior Member MM

    Occupation:
    Manager
    Location:
    Belfast
    I have to say that if I had a £40K win confiscated, after crying for a day I would be standing in the office of the UKGC demanding that the casino that confiscated the win had its license revoked....... if I had done everything by the rules, broken no terms or wagering conditions and was 100% certain that there was no issues with my account, i.e. no duplication of account and no self exclusions.
     
  16. Jun 16, 2015
  17. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    You'd think...

    @ashjames90 - why haven't you contacted the licensing agency? £40K is pretty massive and it would only be a mater of a quick phone call.

    I am giving you the benefit of the doubt here, but when you entered your telephone number, did you type in a bogus one or did you make an honest mistake by switching a couple of digits by accident. How different is your phone number from the one they called?

    I hope you aren't wasting our time with a bogus complaint.
     
  18. Jun 16, 2015
  19. Batman

    Batman The Dark Knight MM

    Occupation:
    Nothing much
    Location:
    PokieLand
    Did you confirmed with their CS the Phone number and e-mail address that's attached to your account?
    Double check and see if the phone number and e-mail address match entirely to yours.
     
  20. Jun 16, 2015
  21. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I had thought of this, but they should not even have discussed the matter with anyone else but the player, so unless they managed to contact the player, the person who's details were used to register the account, and they said they knew nothing about it, this is not enough to close an account.

    There have been cases where casinos are the ones who don't know how to dial an international call correctly, and either fail to get a connection, or end up speaking to the wrong person because they have reached the right number, but in the wrong country due to an international dialling error.

    I have had casinos claim to have called me and got no answer, yet no such call was ever logged at my end, not even unanswered when I was out. Whatever number they dialled, it wasn't the one I gave them because I always give my correct number, but I reserve the right not to pick up when I am called by a "suspicious looking" caller or "withheld number".

    If the casino calling me from "0123456789" is reading this, they now know why they never get an answer. The overwhelming majority of such calls are scams or dodgy marketing like PPI claims or "free government grants", not to mention the calls from Microsoft to tell me that my computer has sent them a report.
     
    2 people like this.
  22. Jun 16, 2015
  23. The Viking

    The Viking Ueber Meister MM

    Occupation:
    chef
    Location:
    Faroe Islands
    Well the op has not logged on since he started this thread. i would be checking here every hour for a replies when talking about 40k :)
     
  24. Jun 16, 2015
  25. shewoff

    shewoff Senior Member webby mm1

    Occupation:
    retired
    Location:
    northeast
    Advice needed!

    At the very least i would say so, and i have won a fair amount of large wins. I had a $22,000 win at a casino that is now a unresponsive mute! But they paid and it took a long time they issued a pre-paid card and i went to the ATM once every week. I would have tried every idea i had available in my mind and showing on the site itself.Very strange this one as it has a taste of low life casino and it is maybe a mistake as the meister has said and i truly would not want to be this person if it is a fake.
    But best of luck on the recovery and i,am cheering you on.Get that money and run:thumbsup::thumbsup: Peace Out!Out Of The Mist! shewoff
     

    Attached Files:

  26. Jun 16, 2015
  27. Casino2014man

    Casino2014man Non-Gambler

    Occupation:
    Noneya
    Location:
    United Kingdom
    I have to say.. and I know they may be at work.. But to not have logged in since posting this question is odd.. If it was me I would have been stalking it all night!
     
  28. Jun 16, 2015
  29. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Just an FYI, the casino peeps were in touch with me this morning. They are waiting for more information from one of their departments.
     
    4 people like this.
  30. Jun 16, 2015
  31. Captain Chaos

    Captain Chaos Senior Member webby

    Occupation:
    Train Guard
    Location:
    United Kingdom
    Very odd. Strange that the OP hasn't logged on since the thread started. I'd be going nuts if it was me and I knew I'd done nothing wrong! Unless it's been resolved already and they haven't said? Be interesting to know what the casino says. I'd have been PABing for sure if it was me!
     
  32. Jun 16, 2015
  33. Batman

    Batman The Dark Knight MM

    Occupation:
    Nothing much
    Location:
    PokieLand
    If I was him, I would have talked with a lawyer by now for that amount.

    My money is on Breaching the Terms and Conditions (casino's excuse) :D
    But I'm on a really bad gambling streak, so probably the OP is just a scammer of some sort... :(
     
    1 person likes this.
  34. Jun 16, 2015
  35. ashjames90

    ashjames90 Account suspended until resolved at the UKGC

    Occupation:
    Work in clothes shop
    Location:
    London
    Mr Smith Rep has just replied.

    My phone number was correct, Mr Smith are saying that they called me and I told them I wasn't the account holder. This is not true, I never spoke to them on the day they are saying. The only thing I can think that has happened is that my housemate answered and said I was not indoors, or that they dialled the wrong number. Either way, they don't have a recording of the conversation. It makes ZERO sense for me to say that myself, they can call me any time they want.

    Now the rep is also saying that I also gave incorrect details on chat one time, but I don't remember doing this and they haven't given me the details of what I gave wrong. I spoke to chat many times chasing up my money, so maybe I done a typo once, I'm not sure.

    They are also now saying i'm part of a 'syndicate'. Again, no proof of this one, just another accusation that seems to be added to the list on a whim.

    This is turing into a farce. I won this money a few months ago now. I wasn't told about this alleged phone call until a few weeks after it happened. And now other so called offences are being added on.

    Regarding my win. I done a £18 spin on dead or alive and got 5 scatters for £45k.
     
  36. Jun 16, 2015
  37. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Housemate? Isn't this something a guy would say about a guy?
     
  38. Jun 16, 2015
  39. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    I have a feeling most members here are smart enough to know what is going on. This person is another scammer - he/she/it fits the profile of another <yawn> gnome account. It's a group of fraudsters who are well organized with crap ID docs, forged or stolen - or borrowed with permission. Same thing with the monies they use - pooled funds, bogus Neteller or Skrill accounts. They are pretty good at multi-accounting, but screw up every now and then.

    I usually can spot them a mile away. This one is pretty obvious - if it were a legit win, this person would be gushing with angst, excitement, anger, and just about every emotion in the book. And like most people here have noted, would be pounding on the regulator's door by now. 45K?? That's a year's salary for crying out loud.

    Yeah, let's post on some message board - maybe they will pay up.

    :p :lolup:
     

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