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Casino Complaint Smart Live Casino did not pay me and instead closed my account

Discussion in 'Casino Complaints - Non-Bonus Issues' started by marius, Apr 20, 2012.

    Apr 20, 2012
  1. marius

    marius Dormant account

    Occupation:
    IT programmer
    Location:
    Bucharest
    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: This email is not visible to you.

    (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
     
  2. Apr 20, 2012
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    You deposited €125 and "exceeded the daily limit" for financial transactions:confused:

    Sorry, don't buy it.

    Requests for documentation are the norm, and nothing they have requested is out of the ordinary. Once verified, and provided you have not broken the terms for the bonus, you should receive payment.

    What they appear to suggest is that you "dumped" far more than this €125 into your account, or that you appeared to collude with other live Roulette players in a scheme to move money into your own account for eventual withdrawal (money laundering, the equivalent of "chip dumping" in poker).

    They may have to verify other players who seemed to act suspiciously on the live roulette before concluding the matter.


    This is not helped by the impression that Smartlive overall do not handle CS very well (hence the other complaints).

    Live casino games CAN be manipulated to move chips from one player to another, and may well be what is being targeted now that poker operators have tightened up their detection procedures.
     
  4. Apr 20, 2012
  5. marius

    marius Dormant account

    Occupation:
    IT programmer
    Location:
    Bucharest
    So ... to clear all this out my only deposit in this account was of 50 euros.In the first day I managed to wager about 4500 euros and the second day I don't know exactly because I had a bigger bankroll.I assume it was somewhere to 6000.Right after I cleared the wager needed for the bonus on the first withdrawal (as I said the wager was of 5000 euros before I could withdraw money) I have made my waithdrawal request of 1200 euros.After the withdraw I had in the account 1000 more which I played more and reached at a point 1800 and after more spins and bad streaks lost it all so my account had 0 money left and an withdrawal of 1200 euro pending.I have played much spins.Most of them were played by betting on 10 numbers mostly per turn (i also played on colour bets) so from my history you can tell that i had no strategy at all.Everything was random.I had a lucky streak so I wanted to withdraw a part of it. I don't know about any schemes and I have played on different times of the day with different players. My only explanation for this is that IF a newcomer to the platform makes a small deposit and wins some pretty good money then ... by all means everything was illegal by no exception.So no one can win that much in so short time and in the case they do win (my case) they will close the account stating that I have done something illegal. They didn't even bother to tell me why they closed my account.
     
  6. Apr 20, 2012
  7. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    My spidey sense is tingling.....

    The reason they requested your ID was (IMO) not because of your deposits, but rather they suspected you were scamming them. Obviously, your documents confirmed their suspicion.

    There wouldn't happen to have been 4 other Romanians at the table would there?? :rolleyes:
     
  8. Apr 20, 2012
  9. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Pitch-A-Bitch!

    This is CasinoMeister's FREE service to help players with problems at non-rogue casinos.

    To submit your PAB, click here: Pitch-A-Bitch
    Be sure to read ALL the terms for submitting a PAB, including the Frequently Asked Questions here: PAB FAQs

    Oh, and welcome to the forum! :thumbsup:

    KK
     
  10. Apr 20, 2012
  11. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Unfortunately you could be right. :(
    Romanians in general are notorious for this type of behaviour, but I hate to "tar everyone with the same brush" so I think we should try to cut this guy a bit of slack and see if he PABs.
    Max will get to the truth of the matter :thumbsup:

    KK
     
  12. Apr 20, 2012
  13. marius

    marius Dormant account

    Occupation:
    IT programmer
    Location:
    Bucharest
    Well I am not understood at all. I know that requesting my ID`s is very normal. But as I have shown you in the exchange emails, I have provided them all they requested and they said that everything is verified and my ID is verified. About the other 4 Romanians I really don`t know ... I have played on different times of the day with different players and I could see only the names of the winning players and a part of their betting sums before the actual spins. And another argument is that when I had a lucky streak I was the player that had the big bets on the table or at least thats what I saw on the list before the spin if you understand me

    I will also adress this matter with PAB. Thank you for the info :)
     
  14. Apr 20, 2012
  15. marius

    marius Dormant account

    Occupation:
    IT programmer
    Location:
    Bucharest
    The problem is that I want to PAB this but this casino is on your rogue list.... with a warning...what could I do know please
     
  16. Apr 20, 2012
  17. Rick Deckard

    Rick Deckard Experienced Member

    Occupation:
    IT
    Location:
    UK
    What if there were and what if there were 40 Romanians. How could they influence the results in Live Roulette? Levitation? Telekinesis?
     
    1 person likes this.
  18. Apr 20, 2012
  19. marius

    marius Dormant account

    Occupation:
    IT programmer
    Location:
    Bucharest
    Again I am asking ... I want to PAB but who can I address? SmartLive Casino is the platform. Can someone help me? I can only find them on the Rogue List ...
     
  20. Apr 20, 2012
  21. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    They couldn't.

    It is likely that what the OP was told about "exceeding the limits" was a load of bullshit, and the entire line of reasoning based on this is barking up the wrong tree, possibly even the wrong forest given the fact this casino has been rogued, and there are a number of other complaints where nothing seems to make much sense.

    Maybe the whole thing is a smokescreen for what is in effect a "spirit of the bonus" decision by casino management not to pay, or to close the account.


    If the deposits were a mere €50, there is no way this could "exceed the daily limits" as stated by CS to the OP as the reason for the account being locked pending document verification.

    It's not about the documents either, as it seems they passed verification and promises were made that the account would be unlocked. It seems this was a lie, and the account remains locked without further explanation, and the OP has no idea whether or not the withdrawal will be honoured.
     
    1 person likes this.
  22. Apr 20, 2012
  23. Rick Deckard

    Rick Deckard Experienced Member

    Occupation:
    IT
    Location:
    UK
    You could try submiting a complaint to the regulatory body.

    You must register/login in order to see the link.. gamblingcommission.gov.uk/gh-contact_us/complaints/complain_gambling_transaction.aspx
     
  24. Apr 20, 2012
  25. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    The appear in the "Rogue Pit", but only with a warning - they are NOT on the "Rogue List" or "Not Recommended List".

    The PAB rules say:
    So it is still possible that Max would look into this for you.
    The only way to be sure is contact him and ask!
    Send a PM to "maxd"

    KK
     
  26. Apr 22, 2012
  27. marius

    marius Dormant account

    Occupation:
    IT programmer
    Location:
    Bucharest
    Thank you very much. I have sent them already a complaint since also IBAS advised me to do so. Hopefully SmartLive will start taking more seriously it`s activity. I am determined to do everything I can to resolve this matter.
     
  28. Apr 26, 2012
  29. Przecinek

    Przecinek Dormant account

    Occupation:
    CSA
    Location:
    Respect-land
    This doesn't look good.
    Another smartlive complaint popping up in a short period of time.
     
  30. May 29, 2012
  31. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    @marius: as it happens I have been in discussion with SmartLive recently. If you wish to file a PAB on your case I'd be happy to look into it. Please read the Pitch-A-Bitch FAQ before you proceed.
     
    1 person likes this.
  32. May 30, 2012
  33. marius

    marius Dormant account

    Occupation:
    IT programmer
    Location:
    Bucharest
    I have submitted my PAB hopefully something will be solved.Thank you very much for your support.

    Marius
     
    1 person likes this.
  34. May 30, 2012
  35. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    PAB received, I'll discuss it with the casino rep tomorrow.
     

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