Mr Smith — player complaint #66822, 2016-06-02: bonus terms

Hi Dear, I am raising this issue because MrSmith did not pay my winning stating I have breached the terms and conditions of the 100% welcome bonus, which is not correct. I deposited 200 and claimed 200 welcome bonus. Played on slot 4.5 GBP per spin on all lines and after winning and meeting the rollover , MrSmith emailed me saying I have breached the terms and conditions by betting more than 6 GBP on a spin and more than 0.50 GBP per line. I checked my transaction history and can confirm that I have only played the below games with a fixed spin of 4.5 GBP on all lines. Retro Reels - Extreme Heat - Spin 4.5(0.15 gbp per line) Thunderstruck -4.5 (0.50 gbp per line) The way I made my winnings was using the double up feature, which was prohibited and added in the terms and conditions after I won on the slot. Please see the below email from Mr Smith, which is talking about Me breaching the max bet, which is not correct. Thank you for you patience and I hope that you have had a good time. I must inform you that the part of our Terms and Conditions in question have been on Mr Smith Casino since a long time ago. Although it might have been hard to notice, it was there when you registered. To clarify one part i wish to explain to you how maximum bets work. Maximum bet when a bonus is pending, or actively being turned over is £6 per round and £0.50 per line. The clarification with the second part (failure to follow this condition or using double-up or gamble features within a game to increase win values may result in forfeiting any winnings) was added after you registered your account, however the confiscation is done based on the first part that has always been a part of our terms and conditions. Hopefully this clarifies the situation and I thank you for your understanding and indulgence. Best regards, [EDIT] Mr Smith Casino Customer Service. I will much appreciate if you look at that case and help me out. I am fully committed to provide any further information as I believe I have not breached any of the terms and conditions at the time I played and won on the slots. Please see my Mr Smith details below: USERNAME: [EDIT] EMAIL: [EDIT] Phone number: [EDIT] Thank you so much! Regards, [EDIT]