mrsmith casino not paying out

[M3GAM1ND]

Hello,

I registered on mrsmith casino, I deposited 100 euro, received 200 in total (100 bonus money).

I hit huge 3x on danger high voltage and cleared the bonus eventually (all wagering 100% complete) when my balance was 850. I played on until 800 euro.
I withdrew 800 euro - profit of 700 euro.

I waited 3 days and no confirmation of withdrawal. I login today and i see my balance is 100 euro. They scrapped my withdrawal. How is this allowed? I followed all rules?


Thank you in advanced for any advice / tips. Talking to customer support now.

 

[brianmon]

Hello,

I registered on mrsmith casino, I deposited 100 euro, received 200 in total (100 bonus money).

I hit huge 3x on danger high voltage and cleared the bonus eventually (all wagering 100% complete) when my balance was 850. I played on until 800 euro.
I withdrew 800 euro - profit of 700 euro.

I waited 3 days and no confirmation of withdrawal. I login today and i see my balance is 100 euro. They scrapped my withdrawal. How is this allowed? I followed all rules?


Thank you in advanced for any advice / tips. Talking to customer support now.

According to your CM profile, you're in Dublin.

The T&C for the welcome bonus say "Only available for mainland UK". So that might be the problem

 

[M3GAM1ND]

Yes im location in Ireland! But registration was no problem and I also received the welcome bonus at the time of depositing?

 

[M3GAM1ND]

I just received a response from their customer service team explaining I broker rule 12.1 because someone with the IP address registered before me. They cancelled my winnings and returned my deposit in my account.

Is this allowed? Why did their website not stop me from registering or using the bonus?

 

[miso]

I just received a response from their customer service team explaining I broker rule 12.1 because someone with the IP address registered before me. They cancelled my winnings and returned my deposit in my account.

Is this allowed? Why did their website not stop me from registering or using the bonus?

Are you renting? Former tennant could have been playing at Mr. Smith from that IP. If you're genuine and think you have a case, read the PAB rules and submit a complaint.

If somebody else living with you did actually play at Mr. Smith, then I'm afraid you don't have a leg to stand on. BTW, if that's the case they shouldn't have returned your deposit to your account, but should have refunded it back to your payment method and lock your account.

 

[M3GAM1ND]

Yes I am renting... I live with a flat mate who does gamble but how would I know what they do?? Is this fair and normal practice for casino's?

 

[miso]

Yes I am renting... I live with a flat mate who does gamble but how would I know what they do?? Is this fair and normal practice for casino's?

It's common practice. Mr. Smith is part of Betsson group, you can contact the rep through the link below and explain the situation.

Edit: Ignore previous post. Was just checking the terms for you - Ireland is on the list of restricted countries.

 

[M3GAM1ND]

Thank you for your reply. Restricted countries for what sorry? Residents from Ireland are not allowed to register on MrSmith?

 

[miso]

Thank you for your reply. Restricted countries for what sorry? Residents from Ireland are not allowed to register on MrSmith?

Pretty much yes. Exact wording along the lines of residents from following countries not allowed to play games on site. Ireland is on the list of these countries. If you ask me, the wording would imply you are still free to open account, but can't play. Maybe this should be looked into. If I were you, I would definitely contact the rep to explain.