Mr Smith - cancelled withdrawal confiscated winnings
I signed up to Mr Smith casino on Tuesday and deposited £100 to receive a £200 bonus.
I played the game 'Retro Reels - Extreme Heat' and used £4.50 spins, which is below their £6 maximum spin rule (also below 50p per line). I went on to win and withdraw £1814 on Wednesday the 21st December.
Today when I checked my emails I have an email from them 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,
[EDIT]
Mr Smith Casino Customer Service.
I cannot believe what I am reading so I went straight onto their live chat service, the rep was of no use at all and just said I broke term 12 which is .
12.1 Any bonus is only available once per person, family, household, address, email, credit card number, bank account, telephone number, computer/device and / or / IP address.
I have no idea what all of this means and I don't believe I have done anything wrong it is simply not paying winnings because I won, I don't imagine they would have emailed me refunding my deposit should I have lost.
I hope you can help.
Thanks
[EDIT]
