Smart Live Casino won't pay

stevo33 · Apr 4, 2014

I won £985 on Smartlive Casino. However, they will not pay me because they say I registered an incorrect phone number. I issued a complaint with IBAS who have ruled in my favour. Smart Live Casino still will not pay and refuse to take notice of the regulator. The best thing about it is, I did not even register an incorrect telephone number, it is correct. I have tried ringing them from the number but they refuse to pay. Of course, if I lost they would not refund my stake. Criminals. Here are some screen shots of the IBAS letter:
Part 1

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Part 2

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Dinahnana · Apr 4, 2014

Unfortunately Smart Live Casino is in the Rogue Pit here due to "no pay. slow pay". I am not sure if you can file a PAB. You could PM Max the always helpful PAB expert to see if he can assist.
Sorry to hear of your situation.

fire · Apr 4, 2014

This Casino is listed here in the rogue section.

Smartlive's dodgy practices = no pay

I would try make a complain here:

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Good luck!

jjezebel37 · Apr 5, 2014

Is it on the No Can Do list?

I can't see don't know what's wrong...

fire · Apr 5, 2014

jjezebel37 said:
Is it on the No Can Do list?

I can't see don't know what's wrong...

It's in the Rogue Pit:
https://www.casinomeister.com/rogue-casinos/

The No Can Do List "DOES NOT INCLUDE THE CASINOS THAT ARE LISTED IN THE ROGUE PIT."

Rogued casinos are normally off-limits to CM PAB service. Avoid them at all costs.

miso · Apr 5, 2014

Steve, just a small detail.
Obviously you are male, but IBAS ruling states that SmarLive customer is female. (???)

itsblitz · Apr 5, 2014

miiisooo said:
Steve, just a small detail.
Obviously you are male, but IBAS ruling states that SmarLive customer is female. (???)

Way to go Columbo :thumbsup:

wobble33 · Apr 6, 2014

itsblitz said:
Way to go Columbo

that doesn't prove anything at all, it could be his girlfriend/wife, and she don't have a casinomeister account. so used his account to post...

I got a phone call a few weeks back off these lot. asked why I hadn't played, I asked why do you not pay winners, and when you do, bargain down with the players cash in, and try to give them only half of their winnings!

he went quiet. so I said I have read all about you on a online casino forum

and you need to pay people long before you ever get another dime off me!

he said to me, I am e mailing you a 200% offer on the casino, and 50 free spins, you will receive this e mail tomorrow. the e mail never arrived, didn't make any difference to me at all.

I notice this guy who phoned seemed indian, or a foreign voice. I politely told him please don't ever phone me again...

dunover · Apr 6, 2014

miiisooo said:
Steve, just a small detail.
Obviously you are male, but IBAS ruling states that SmarLive customer is female. (???)

The username is 'stevo' which could be a surname like 'stevenson'. The OP never used the name 'Steve'.
Stevie Nicks who joined Fleetwood Mac is a female.
Columbo is off the case......

dunover · Apr 6, 2014

To PAB would be pointless regardless of whether Max could do it or not. These shysters won't even take heed of IBAS, which with all due respect to CM carries far more clout in the UK. IBAS decisions are followed by UK bookmakers for example.
Gambling debts are now retrievable in the UK. The OP needs to issue a summons in the Small Claims court (costs about 50 quid) and as the courts always pay credence to official bodies and follow their rulings, it would be a cinch to gain a judgement.
This judgement can be enforced anywhere in the EU if they don't have a UK office.
I'm not sure of the technicalities regarding the necessity to have a UK office if you take UK players, but it certainly can be reported to the UKGC if unsatisfied, which won't do the casino much good.

I appreciate the OP has been done and may think it's good money after bad but if it were me I would certainly spend it to put an indelible stain upon these rogues. :mad:

spintee · Apr 6, 2014

That is bad and feel sorry for you, I mean what does it take to get these tw&ts closed down, If it is the same site I just looked at than it looks a real genuine decent site, Just goes to show, Do not judge a book by its cover

miso · Apr 6, 2014

dunover said:
The username is 'stevo' which could be a surname like 'stevenson'. The OP never used the name 'Steve'.
Stevie Nicks who joined Fleetwood Mac is a female.
Columbo is off the case......

C`mon Dunover :rolleyes:

dizze · Apr 7, 2014

you should also contact BSKYB

And any regulator that deals with broadcasting, maybe also contact a MP/councillor

not sure if BSKYB is somewhat responsible

they also have a wiki page you can edit

alexking12k · Apr 7, 2014

miiisooo said:
C`mon Dunover

View attachment 46134

Wow, drop it already, LOL!

miso · Apr 7, 2014

alexking12k said:
Wow, drop it already, LOL!

It just caught my eye because SmartLive claimed somebody else answered the phone,
duplicate accounts and then we get female complaining through male`s account.

But on a serious note, I have checked some other complaints concerning the casino,
and this is not the first time they confiscated considerable winnings because of mobile
phone mix ups. Complaints that remain unresolved.

Now, this is a hard one. Obviously they pay and are not rogue per se (otherwise cannot imagine them
being allowed to operate, and broadcast on Sky).

What I think is that their problem is absolute arrogance. They probably have a lot of players, so are
not afraid to confiscate money.

Until they learn how to communicate with players, I would urge people not to play there.
Since all attempts to get them to cooperate seems to be failing lately, I suggest all complainants
get in touch with UK Gambling commission.

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Dinahnana · Apr 7, 2014

miiisooo said:
It just caught my eye because SmartLive claimed somebody else answered the phone,
duplicate accounts and then we get female complaining through male`s account.

But on a serious note, I have checked some other complaints concerning the casino,
and this is not the first time they confiscated considerable winnings because of mobile
phone mix ups. Complaints that remain unresolved.

Now, this is a hard one. Obviously they pay and are not rogue per se (otherwise cannot imagine them
being allowed to operate, and broadcast on Sky).

What I think is that their problem is absolute arrogance. They probably have a lot of players, so are
not afraid to confiscate money.

Until they learn how to communicate with players, I would urge people not to play there.
Since all attempts to get them to cooperate seems to be failing lately, I suggest all complainants
get in touch with UK Gambling commission.

You do not have permission to view link Log in or register now.

Smartlive is on the Rogue list here at Casinomeister and also remember Betfair is also rogue and I think they advertise on Telly in the UK too. I personally put a whole lot more stock into Casinomeister recommendations than I would with what I see on the telly.

Cheers

dunover · Apr 7, 2014

miiisooo said:
It just caught my eye because SmartLive claimed somebody else answered the phone,
duplicate accounts and then we get female complaining through male`s account.

But on a serious note, I have checked some other complaints concerning the casino,
and this is not the first time they confiscated considerable winnings because of mobile
phone mix ups. Complaints that remain unresolved.

Now, this is a hard one. Obviously they pay and are not rogue per se (otherwise cannot imagine them
being allowed to operate, and broadcast on Sky).

What I think is that their problem is absolute arrogance. They probably have a lot of players, so are
not afraid to confiscate money.

Until they learn how to communicate with players, I would urge people not to play there.
Since all attempts to get them to cooperate seems to be failing lately, I suggest all complainants
get in touch with UK Gambling commission.

You do not have permission to view link Log in or register now.

Never seen CM members put blag details in their profile before? However, it does raise an eyebrow I agree. Nevertheless SmartLive should abide by the IBAS decision whether they agree with it or not.

Smart Live · Apr 8, 2014

Dear forum members,

We are sorry to hear that a player had an issue with Smart Live Casino payments. At Smart Live Casino, we are fully regulated by different jurisdictions which means that we are regularly checked by legal authorities. We would like to clarify the situation before any more comments are added regarding this issue.

As with other casinos, Smart Live Casino has a set of terms and conditions as well as strict fraud procedures that need to be followed. In this case we applied the same procedures to the player’s account as to all customer accounts. Unfortunately in this case the players account failed to pass our standard fraud checks. That`s why, the account has been closed until further notice and the initial deposit has been refunded to the player.

Since the customer has a right to escalate this issue to third parties; Smart Live Casino referred the customer to IBAS. After we received IBAS decision on this matter, we shared our feedback on their decision with IBAS. Currently they are reviewing our feedback hence we cannot take any further action on this matter at this present time.

We will of course abide with IBAS final decision after they inform us.

We will update you once we get further information from IBAS.

Best Regards

Smart Live Casino

spintee · Apr 8, 2014

Smart Live said:
Dear forum members,

We are sorry to hear that a player had an issue with Smart Live Casino payments. At Smart Live Casino, we are fully regulated by different jurisdictions which means that we are regularly checked by legal authorities. We would like to clarify the situation before any more comments are added regarding this issue.

As with other casinos, Smart Live Casino has a set of terms and conditions as well as strict fraud procedures that need to be followed. In this case we applied the same procedures to the player’s account as to all customer accounts. Unfortunately in this case the players account failed to pass our standard fraud checks. That`s why, the account has been closed until further notice and the initial deposit has been refunded to the player.

Since the customer has a right to escalate this issue to third parties; Smart Live Casino referred the customer to IBAS. After we received IBAS decision on this matter, we shared our feedback on their decision with IBAS. Currently they are reviewing our feedback hence we cannot take any further action on this matter at this present time.

We will of course abide with IBAS final decision after they inform us.

We will update you once we get further information from IBAS.

Best Regards

Smart Live Casino

Welcome smartlive (no name) Im glad that the thread has been noticed, I'm not good with words but to me it looks like IBAS has made the decision? & if you referred the customer to them than you hand ample of time for your side of story, there's always 2 sides and looks like there's already a discrepancy in thread about man or women? As stated I'm not really good at words so will wait to see what others have to say,

dunover · Apr 8, 2014

Smart Live said:
Dear forum members,

We are sorry to hear that a player had an issue with Smart Live Casino payments. At Smart Live Casino, we are fully regulated by different jurisdictions which means that we are regularly checked by legal authorities. We would like to clarify the situation before any more comments are added regarding this issue.

As with other casinos, Smart Live Casino has a set of terms and conditions as well as strict fraud procedures that need to be followed. In this case we applied the same procedures to the player’s account as to all customer accounts. Unfortunately in this case the players account failed to pass our standard fraud checks. That`s why, the account has been closed until further notice and the initial deposit has been refunded to the player.

Since the customer has a right to escalate this issue to third parties; Smart Live Casino referred the customer to IBAS. After we received IBAS decision on this matter, we shared our feedback on their decision with IBAS. Currently they are reviewing our feedback hence we cannot take any further action on this matter at this present time.

We will of course abide with IBAS final decision after they inform us.

We will update you once we get further information from IBAS.

Best Regards

Smart Live Casino

This begs the question of what information have you supplied to IBAS at this stage after their initial ruling that you could have/should have supplied initially in the case...........

Dinahnana · Apr 8, 2014

Smart Live said:
Dear forum members,

We are sorry to hear that a player had an issue with Smart Live Casino payments. At Smart Live Casino, we are fully regulated by different jurisdictions which means that we are regularly checked by legal authorities. We would like to clarify the situation before any more comments are added regarding this issue.

As with other casinos, Smart Live Casino has a set of terms and conditions as well as strict fraud procedures that need to be followed. In this case we applied the same procedures to the player’s account as to all customer accounts. Unfortunately in this case the players account failed to pass our standard fraud checks. That`s why, the account has been closed until further notice and the initial deposit has been refunded to the player.

Since the customer has a right to escalate this issue to third parties; Smart Live Casino referred the customer to IBAS. After we received IBAS decision on this matter, we shared our feedback on their decision with IBAS. Currently they are reviewing our feedback hence we cannot take any further action on this matter at this present time.

We will of course abide with IBAS final decision after they inform us.

We will update you once we get further information from IBAS.

Best Regards

Smart Live Casino

Hi Smart Live Welcome. If you are the rep for Smart Live casino then you really should contact Bryan so he can have you listed as the rep for the casino.

Regards :thumbsup:

alexking12k · Apr 9, 2014

jinnsteve said:
Hallo Leute,
ich weiss ja nicht wie ihr das so seht aber habe gerade eben bei <snip> ein komplettes Vollbild gehabt.
Ich weiss die meisten von euch interessiert das nicht so, aber ich spiele es einfach echt gerne.
Was nicht heisst das ich unvernünftig bin. Ihr könnt es euch ja mal ansehen.

ENGLISH!!!

NohchiPlayer · Apr 9, 2014

jinnsteve said:
Hallo Leute,
ich weiss ja nicht wie ihr das so seht aber habe gerade eben bei <snip> ein komplettes Vollbild gehabt.
Ich weiss die meisten von euch interessiert das nicht so, aber ich spiele es einfach echt gerne.
Was nicht heisst das ich unvernünftig bin. Ihr könnt es euch ja mal ansehen.

Do not click on the "Book of Ra" , it will redirect you to his affiliate site or anything, thats what he wants with this post

sc1 · Apr 10, 2014

stevo33 said:
I won £985 on Smartlive Casino. However, they will not pay me because they say I registered an incorrect phone number. I issued a complaint with IBAS who have ruled in my favour. Smart Live Casino still will not pay and refuse to take notice of the regulator. The best thing about it is, I did not even register an incorrect telephone number, it is correct. I have tried ringing them from the number but they refuse to pay. Of course, if I lost they would not refund my stake. Criminals. Here are some screen shots of the IBAS letter:
Part 1

You do not have permission to view link Log in or register now.

Part 2

You do not have permission to view link Log in or register now.

i am a newbie on this site, and expecting to recognize many names of casino with this kind of issue , but i didn't think this would be the one i would see first

i used them very recently (1-2 weeks ago), and had no problems with them at all (yes people miracles do happen)... one reason could be that the amounts were a little more modest - deposited £10 or £20 and withdrew £50-100 cant remember exactly, but i was paid by them within 24 hours with no problems
also this site doesn't seem have all the usual hallmarks i associate with this kind of practice -poor web design/ridiculous deposit offers/NDB etc

however, nothing really surprises me within this industry anymore, wow using wrong tel no as excuse to not pay, looks like they explore all options available to avoid paying out, i know i have entered wrong number(mistake) before now and never got that excuse

ps aren't these the ones with TV channel?

miso · Apr 10, 2014

osulle said:
Smartlive is on the Rogue list here at Casinomeister and also remember Betfair is also rogue and I think they advertise on Telly in the UK too. I personally put a whole lot more stock into Casinomeister recommendations than I would with what I see on the telly.

Cheers

Hi, been busy for the last couple of days.

I was thinking more about their own tv channel, thats why other poster mentioned complaining to BSkyB.

Can see now their rep signed up, that`s a start.

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