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Thread: SmartLive 9000 winnings not being paid

  1. #1
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    SmartLive 9000 winnings not being paid

    I'll start from the end, Smartlive Casino promised to pay but doesn't pay.

    They promised by email and in public at askgamblers.com portal.

    I waited two months but no money came. Is there a way to make them pay ?

    I made a 200 deposit and got 300 welcome bonus.

    I chosed to play Roulette.

    I finished 9008 euros.

    I could see this casino is on TV and looked ok to me to play big.

    At the beginning they spoke to me on the phone and offered to pay half of the winnings.

    I refused and they agreed to pay in full (why to pay half ?)

    Here are their promises:


    First they said this (it came after I sent documents ) :

    Dear M,

    Thanks for contacting us.

    Sorry for the previous Email we sent you.

    In order to process your withdrawl we need a valid phone number, so we can run a verification.

    Kind Regards.

    Dario Meini
    Customer Service Advisor

    In the verification phone call they said they are paying.

    Then this came:

    Dear M,

    I am writing to inform you that due to unusual betting patterns on your account we have decided to keep this account closed, refund your initial deposit back

    into your Neteller account.

    We apologise for any inconvenience.

    After that they offered by phone to pay half , I refused and they agreed to pay it in full:

    Dear M,

    I am writing to confirm that your account has now been reactivated and that your remaining balance 8808 euro is on its way to your neteller account.

    Kind regards,

    Stelios Pardalis
    Customer Service Team Leader

    14-16 Regent Street, London, SW1Y 4PH
    Direct: 0800 279 8510 Fax: +44 (0) 207 747 5288


    The next step before ignoring me was to apologies for the delay

    "Hi
    Apologies for the delay, I will call you with an update as soon as I have one."



    "Hi
    Apologies, you should certainly have received the funds by now, I will need to chase this with our Payments team and find out what is happening. I'll respond

    on here as soon as I have information from them.."



    And now they ignore me at all



  2. #2
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    Just curious as to why all the 'promises' to pay you were via phone and then the rest of the responses were via email? Is there any visual evidence of these promises to pay that you can produce?


    Cheers
    Gremmy
    Gremmy Always Gives 100% At Work!



  3. #3
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    The first thing that strikes me about this is that attempt to chisel the player down in paying his winnings - right there, that is a terrible indictment of unprofessional and afaic rogue behaviour.

    Certainly not something one would expect from an operator claiming a UK Gambling Commission licence (see below)* let alone buggering about on payment.

    This is supposed to be a reputable company, but it is certainly not behaving like one, judging by the OP's post. Slow pay or other shenanigans is always a worrying pattern, because it could suggest cash-flow problems.

    I would recommend a PAB and see how fast that gets them into gear.



    * "licensed and regulated by the UK Gambling Commission, with license number 000-002715-R-103240-005".
    jetset



  4. The Following 2 Users Say Thank You to jetset For This Useful Post:

    chayton (19th November 2011), Rick Deckard (18th November 2011)

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    The promise to pay was given on public

    Quote Originally Posted by Gremmyboy View Post
    Just curious as to why all the 'promises' to pay you were via phone and then the rest of the responses were via email? Is there any visual evidence of these promises to pay that you can produce?


    Cheers
    Gremmy

    The following answer was published by Smartlive rep at askgamblers.com :
    http://www.askgamblers.com/casino-co...9008-euro-c510

    "Hi
    Apologies, you should certainly have received the funds by now, I will need to chase this with our Payments team and find out what is happening. I'll respond on here as soon as I have information from them.."



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    Gremmyboy (18th November 2011)

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    Hi Khan,

    I've sent an email to the CEO who I know - also the link to this thread.

    They should be in touch shortly.

    Regards,

    Daz



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    Jasminebed (18th November 2011), jetset (19th November 2011)

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    Before you do a PAB. Are you sure you didn't break the T&C's

    "8.Bets placed on Red, Black, High, Low, Odd, Even, or bets on 15 spots/numbers or more, will not count towards the bonus wager requirement. Accounts where this occurs in excess may indicate bonus abuse and could lead to your account being closed, winnings withheld and deposits returned."
    'relax,' said the casino man, We are programmed to receive.
    You can checkout any time you like, But you can never leave!



  10. The Following User Says Thank You to Rick Deckard For This Useful Post:

    Jasminebed (19th November 2011)

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    I did not break any of their rules.

    To me the fact they wanted to pay half shows the amount is the issue.

    I waited 2 months, even if cash flow is the problem I should have been paid by now. The casino says that not me.

    Thank you Dazlazz for your help with the CEO, I hope he helps me get paid.



  12. The Following User Says Thank You to khan687 For This Useful Post:

    Rick Deckard (18th November 2011)

  13. #8
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    Quote Originally Posted by khan687 View Post
    To me the fact they wanted to pay half shows the amount is the issue.
    I spoke to Mr.Stelios and he offered me to drop the complaint for 4000 EURO or I get nothing, I refused, I want to be paid in full, I won and I did nothing wrong
    Yes, but if you don't have proof the conversation took place and Stelios doesn't confirm that he offered you this, then this isn't the issue.

    The issue should be why are they delaying your payment. Hope Smartlive's ceo sorts this out for you.
    'relax,' said the casino man, We are programmed to receive.
    You can checkout any time you like, But you can never leave!



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    It won't be a cashflow problem as they are a big operation and are on mainstream UK TV. An offer to pay half would not indicate a cashflow problem IMO more an unwillingness to pay the player.

    As usual there is probably more to this than has been revealed so far.



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    I await the result of this with interest, because serious accusations have been made, and we all now know that the company's top management has been advised of this thread and its allegations.

    Dicking around with a player's winnings by slow pay delays and chiselling on the amount to be paid (if we are to take the OP's post at face value) triggers suspicion on a company, no matter how large it appears to be. Size and integrity do not necessarily go together - look at the shenanigans at 888 just this week as an example of that.

    IMO this issue needs to be addressed in the interest of the company reputation, and I hope we are not going to see another of those under-the-table deals concealed behind a non-disclosure agreement.
    jetset



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