First of all I heard about your community over the internet.I appreciate the involmnent of people to get justice to the normal gambling users. My problem is with SmartLive Casino. My major concern is that I see that they already have a warning for 2 more complaints similar to mine.I have opened an account and deposited 50 euros on 30th of March 2012. I started with 125 euros (including the 150% bonus). The conditions for this bonus was to wager more than 5000 euros (which I have accomplished). After 48 hours in which I have played roughly about 12 hours I had earned on live roulette 3000 euros.A part of that sum, 1200 euros, I have withdrawed and the rest I have lost them playing more on roulette.
I made my withdrawal request on 31 March 2012. Please note that my account name was micutz09 .On the 3rd of April 2012 I have received the following message from their support team :
<< Dear Marius,
I am writing to advise you that your recent activity at Smart Live Casino has exceeded the daily limit for financial activity in a 24 hour period.
While this is not something that you should be concerned about we are now required to request documentation from you under the Anti Money Laundering policies enforced by the UK Gambling Commission.
I would like to apologize for any inconvenience caused but to comply with this policy we need to request the following information from you;
1) An Utility Bill (Less than 3 months old) for Address Verification.
2) Copy of the front and back of the card you deposited with. Or a Bank Statement (Less than 3 months old) showing deposits and withdrawals from Smart Live Casino if no card is obtainable.
OR
A screenshot of of your moneybooker/neteller transaction history showing deposits into your Smart Live account
3) Personal Identification - One Photo ID from the following List
Passport,
Driving License,
The documents must be clear and legible and have your username on all documents.
For your personal security and the integrity of your bank cards please blank out all digits except for the first and last four of the long card numbers, leaving the start and expiry date visible. Please make sure that the back of your card is signed before sending us a copy.
We ask that your documents are received at Smart Live as soon as possible, ideally within 5 working days. Non-receipt of your documents may potentially result in your account being suspended and pending withdrawals being temporarily withheld.
In order to confirm that this request is genuine please feel free to call the Smart Live Casino helpdesk on 0800 279 8510.
The details can be sent by any of the following methods:
Email: support@smartlivecasino.com
(Please send scans in JPEG or GIF file formats only with a maximum size of 10MB per page)
Post:
Smart Gaming Group
Dorland House, 3rd Floor
14-16 Regent Street
London
SW1Y 4PH
Fax: 0207 747 5288
(Use the highest resolution available on your fax machine (recommended resolution supported by most machines: 'Photo').
Once again, we apologise for any inconvenience caused, and we look forward to hearing from you in due course. Please be assured that this is a one-time request and after this, you will never be asked to provide us with any further documents.
Kind Regards,
Stelios Pardalis
Customer Service Team Leader >>
In the same day I have provided them with the requested documents and they replied me with the following email:
<< Dear Marius,
Thank you for sending us your documents.
Your identification has been verified and we can now confirm that your SmartLive Casino account will remain active.
We look forward to seeing you on the site.
Kind regards,
Dario Meini
Customer Service Advisor >>
They didn't say anything about the status of my withdrawal. Since I see more and more scammed people over the internet with casinos not paying their winners I tried to contact them daily through the live chat to check on the progress of my withdrawal. I have even sent them and email on the 13th of April 2012 asking about my withdrawal status.I have never received an reply from them. On the 17th of April 2012 after speaking with the operator on live chat I understood that my account is verified because there where many scams in the last month coming from Germany and Romania (I am a Romanian player) and he said that on 18th of April he will get an answer and reply me with and email. On the 19th of April 2012 I tried to log on my account and i received a message that the password or username is invalid. After getting on live chat with them, the operator said that my account will be closed permanently due to illegal activity and that he cannot give me details on why.I didnt even receive and email for this matter and I never got a reply from them on why my account was closed. I am sure that I have done nothing illegal and I have played roulette like a regular player not using any scheme.In this case this is a fraud they are doing by not paying me.I really want to get paid and get justice.
I really need help because they are scamming me and they think they can get away hoping that I don't do anything about it. As a final note, not even after 2 working days they have not responded me on why my account was closed...this is very bad because honest people get scammed and no one takes any measures against them...
Thank you in advance,
Marius
I made my withdrawal request on 31 March 2012. Please note that my account name was micutz09 .On the 3rd of April 2012 I have received the following message from their support team :
<< Dear Marius,
I am writing to advise you that your recent activity at Smart Live Casino has exceeded the daily limit for financial activity in a 24 hour period.
While this is not something that you should be concerned about we are now required to request documentation from you under the Anti Money Laundering policies enforced by the UK Gambling Commission.
I would like to apologize for any inconvenience caused but to comply with this policy we need to request the following information from you;
1) An Utility Bill (Less than 3 months old) for Address Verification.
2) Copy of the front and back of the card you deposited with. Or a Bank Statement (Less than 3 months old) showing deposits and withdrawals from Smart Live Casino if no card is obtainable.
OR
A screenshot of of your moneybooker/neteller transaction history showing deposits into your Smart Live account
3) Personal Identification - One Photo ID from the following List
Passport,
Driving License,
The documents must be clear and legible and have your username on all documents.
For your personal security and the integrity of your bank cards please blank out all digits except for the first and last four of the long card numbers, leaving the start and expiry date visible. Please make sure that the back of your card is signed before sending us a copy.
We ask that your documents are received at Smart Live as soon as possible, ideally within 5 working days. Non-receipt of your documents may potentially result in your account being suspended and pending withdrawals being temporarily withheld.
In order to confirm that this request is genuine please feel free to call the Smart Live Casino helpdesk on 0800 279 8510.
The details can be sent by any of the following methods:
Email: support@smartlivecasino.com
(Please send scans in JPEG or GIF file formats only with a maximum size of 10MB per page)
Post:
Smart Gaming Group
Dorland House, 3rd Floor
14-16 Regent Street
London
SW1Y 4PH
Fax: 0207 747 5288
(Use the highest resolution available on your fax machine (recommended resolution supported by most machines: 'Photo').
Once again, we apologise for any inconvenience caused, and we look forward to hearing from you in due course. Please be assured that this is a one-time request and after this, you will never be asked to provide us with any further documents.
Kind Regards,
Stelios Pardalis
Customer Service Team Leader >>
In the same day I have provided them with the requested documents and they replied me with the following email:
<< Dear Marius,
Thank you for sending us your documents.
Your identification has been verified and we can now confirm that your SmartLive Casino account will remain active.
We look forward to seeing you on the site.
Kind regards,
Dario Meini
Customer Service Advisor >>
They didn't say anything about the status of my withdrawal. Since I see more and more scammed people over the internet with casinos not paying their winners I tried to contact them daily through the live chat to check on the progress of my withdrawal. I have even sent them and email on the 13th of April 2012 asking about my withdrawal status.I have never received an reply from them. On the 17th of April 2012 after speaking with the operator on live chat I understood that my account is verified because there where many scams in the last month coming from Germany and Romania (I am a Romanian player) and he said that on 18th of April he will get an answer and reply me with and email. On the 19th of April 2012 I tried to log on my account and i received a message that the password or username is invalid. After getting on live chat with them, the operator said that my account will be closed permanently due to illegal activity and that he cannot give me details on why.I didnt even receive and email for this matter and I never got a reply from them on why my account was closed. I am sure that I have done nothing illegal and I have played roulette like a regular player not using any scheme.In this case this is a fraud they are doing by not paying me.I really want to get paid and get justice.
I really need help because they are scamming me and they think they can get away hoping that I don't do anything about it. As a final note, not even after 2 working days they have not responded me on why my account was closed...this is very bad because honest people get scammed and no one takes any measures against them...
Thank you in advance,
Marius