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Smart Live Gaming

Discussion in 'Casino Industry Discussion' started by dogshead1, Aug 10, 2016.

    Aug 10, 2016
  1. dogshead1

    dogshead1 Experienced Member PABnonaccred

    Occupation:
    Security
    Location:
    United Kingdom
    Smart live casino uk withdrawal issues

    Has anyone had a successful withdrawal from Smartlive casino since the public announcement of the UKGC license suspension on Friday 5th or within the last couple of weeks for that matter?
     
  2. Aug 10, 2016
  3. philderby1

    philderby1 Senior Member

    Occupation:
    factory worker
    Location:
    derby
    Oh dear, another Smartlive casino complaint..
     
  4. Aug 10, 2016
  5. dogshead1

    dogshead1 Experienced Member PABnonaccred

    Occupation:
    Security
    Location:
    United Kingdom
    Yes unfortunately seems I'm the next honest customer to be stiffed for £2300. Chat has gone offline, office phone just rings and no answer and received two emails with different responses

    I would like contact please and an update of the current status of my pending withdrawal as im now currently aware your UKGC license has been suspended!

    ##- Please type your reply above this line -##
    Dear Kelvin ,

    Thank you for choosing Smart Live.

    We are writing in regards of your pending withdrawal.

    We regret to inform you, however, that we have not yet completed your request and can assure you that your withdrawal is going to be processed as soon as possible.

    Please be advised that our withdrawal typically take between 3 and 5 working days to be processed.

    Should you require any further assistance in this regard, please do not hesitate to contact us through any of our official channels:
    Live Chat
    This email is not visible to you.
    If you have any other queries or concerns, please feel free to contact us, we will be delighted to help.
    We are available 24/7 via online chat or email.

    Your reference number is 90258.

    Kind Regards,

    SLG Customer Service Team


    Dear Kelvin,

    Thank you for choosing Smart Live

    We are writing in regards to your withdraw query.

    Please be advised that as stated in our general terms and conditions all withdraws are being processed in the period of 3 to 5 working days.

    Please note that you agreed wit the terms and conditions upon registering.

    Please note that you will receive an e-mail notification as soon as your withdraw has been processed.

    Should you require any further assistance in this regard, please do not hesitate to contact us through any of our official channels:
    Live Chat
    This email is not visible to you.
    If you have any other queries or concerns, please feel free to contact us, we will be delighted to help.
    We are available 24/7 via online chat or email.

    Your reference number is 90226.

    Kind Regards,

    SLG Customer Service Team

    Now this was not in the terms and conditions when I signed up and not was it there when I searched the website high and low of Friday and Saturday for withdrawal procedures. However had now been conveniently added to the website!

    I also offered to submit my Identification documents to speed up the process as I've been informed o have not completed KYC yet. I was refused contact information for this and told to wait for an email that I still yet to receive.

    Clearly I'm concerned as £2300 is a lot of money to me and their customer agreement clearly state that player funds are protected :
    1. SLC's handling and accounting for customer deposits

    Funds deposited by players shall be separately accounted for.

    "SLC has made provisions with the bank that player funds are held in a ring-fenced account, and separate from company funds. Player accepts that SLC stores the deposited funds together with other players' funds and that separation is only provided by electronic accounting methods."
     
    2 people like this.
  6. Aug 10, 2016
  7. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
  8. Aug 16, 2016
  9. dogshead1

    dogshead1 Experienced Member PABnonaccred

    Occupation:
    Security
    Location:
    United Kingdom
    Hi all,

    I'm seeking help from anyone who has any way of contact with smart live gaming uk. As most are aware the casino has surrendered its UK licenses upon and investigation that has been started by UKGC. I have a pending withdrawal since Saturday the 6th of August 2016 of £2300 and all forms of communication with them have seized.

    Live chat, email and phone are unresponsive. More trusting for me I'm on holiday in Bulgaria at present till Friday so email is my only form of contact and after 5 emails sent I'm still being ignored by them. I have sent an email to UKGC and still awaiting a response from them.

    Now Smartlive gaming issued a statement to the UKGC that they are making attempts to process players balances via bank transfer. Now this is bollocks as they have not made any attempt to contact me or respond to my emails. They have failed to respond to a complaint I submitted at askgamblers so clearly showing no intent of paying th money they owe me.

    Any help will be greatly appreciated.
     
  10. Aug 16, 2016
  11. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Not much that can be done, I'm afraid.

    You have to submit to the UKGC the details of your withdrawal. At least you are officially logged then.

    As for SLC they only had "basic" player funds protection, hence all funds including players funds are becoming part of the insolvency fund and you will have to queue with other creditors to receive at least a part of what they owe you.

    You can read more here: http://www.casinomeister.com/forums/online-casinos/74702-uk-gambling-commission-suspends-smartlive-licence.html
     
  12. Aug 17, 2016
  13. dogshead1

    dogshead1 Experienced Member PABnonaccred

    Occupation:
    Security
    Location:
    United Kingdom
    Surely that can't operate on a credit only operation? All deposits would I would have thought gone into a separate account for playability than to what all winnings would be held. As these winnings would surely be credited from the software providers for slots???? Which they claim in there customer agreement are held seperatly from business funds in a ring tight account purely for cross contamination of finance.

    Secondly how the hell can the company that operates such gaming activities in this current day and age go broke?? It's win win all the way for them?

    Only thing that would make sense is an employee or director has stolen players money?
     
  14. Aug 17, 2016
  15. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Smartlive has had issues paying players for a while now, getting increasingly worse up to and including the recent UKGC thing. Of course they'll tell the UKGC anything they want to hear regarding payments but I've got player payment issues in front of them that are seeing no action, haven't for months. They're obviously in serious trouble, players getting paid is almost certainly on their ToDo list at #89, right after learn Portugese.
     
    Last edited: Aug 17, 2016
    1 person likes this.
  16. Aug 17, 2016
  17. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Which again makes a totally mockery of UKGC/MGA's 'ring-fencing of player funds'..........:mad:
     
    2 people like this.
  18. Aug 17, 2016
  19. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Not total mockery as the UKGC offers 3 levels of fund protection. SLC had the basic one hence they were still compliant. Players still have a chance to get a part of their money but they will have to join the queue with other creditors and probably won't see more than 10% of what they are owed.

    I only know 32RED to have the highest one.

    Maybe it would be a good idea to let this criteria reflect in the CM score as it can become very important if things go south with a casino operator.

    Smart Live Gaming: Capture 629.PNG,Aug 17, 2016
     
    3 people like this.
  20. Aug 17, 2016
  21. dogshead1

    dogshead1 Experienced Member PABnonaccred

    Occupation:
    Security
    Location:
    United Kingdom
    Reading those levels of protection clearly the first offered up no protection for the customer but a wise choice for the company if they sustain financial difficulty offering them a financial escape route basically saying FU to the customer
     
    1 person likes this.
  22. Aug 17, 2016
  23. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    That is actually a very good idea - a 'safety' part of the mark for accredited casinos for level 3 ring-fencing.:thumbsup:
     
    2 people like this.
  24. Aug 17, 2016
  25. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    In fact looking at it the 'basic' level is absolutely pointless - it means the player balances may as well be kept under the CEO's mattress. In the event of insolvency the taxman gets first dig and so-on and the player would be at the ass-end of the queue. :(


    Maybe it's time they binned 'basic' level and had 2 as the initial level and 3 once turnover had reached a certain amount for the casino.
     
    1 person likes this.
  26. Aug 17, 2016
  27. dogshead1

    dogshead1 Experienced Member PABnonaccred

    Occupation:
    Security
    Location:
    United Kingdom
    That was my thoughts exactly. It's basically an incentive to steal from the online gambler. Many businesses will find a way to do this and as a result all the commissions will hide behind the fact that gambling is a risk! This is what needs fine tuning and regulating because no matter how you look at it imo SLC are committing theft and fraud and probably getting away with it.

    If they can get their dirty rotten hands on players funds or even find a way to fleece the company then what remains of players funds will be a small hit they can afford to take once they go into insolvency as the majority of the business profits will have already been drained from the company.
     
  28. Aug 23, 2016
  29. dogshead1

    dogshead1 Experienced Member PABnonaccred

    Occupation:
    Security
    Location:
    United Kingdom
    Seems to be movement again with Smartlive Casino regards withdrawals

    Hi All,

    Just an update. There is still no formal way of contacting smartlive casino since they surrendered their remote gaming licenses. However I just visited the UK webpage and it has been updated with alink for a withdrawal request form which they request full name user name and bank details. So this seems to coincide with there statement to the UKGC that they are making steps to process withdrawals via bank transfer.

    Only thing to note when you complete the form their is no option to state amount requested!

    Tho you do receive an automated email in response stating contact within 24-48 hours from an email for the finance team.

    So fingers crossed. Will keep you posted!

    Link here:

    You must register/login in order to see the link.

    Smart Live Gaming: Smartlive Withdrawal Request Form.jpg,Aug 23, 2016
     
  30. Aug 23, 2016
  31. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Indeed, hope for the best but I'd say don't bank on it. My experience is that these folks will say and do pretty much anything -- that is cheap and easy -- if it gets them what they want. I would expect the same MO from them when it comes to placating the UKGC. Not taking the time to spell "withdraw" correctly -- "whitdraw" ? -- might be taken as a fair example.

    PS. @ dogshead1 : you've posted three different threads on this same subject. I've now combined them under this single heading. No hard feelings but please keep further posts on the subject confined to this thread. Thank you for your cooperation.
     
  32. Aug 23, 2016
  33. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    EVIL pun.....
     
  34. Aug 23, 2016
  35. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Not an accident. ;)
     
  36. Aug 25, 2016
  37. The Prospect

    The Prospect Full Member

    Location:
    UK
    Not holding my breath

    Smartlive also owing me around 350 pounds but i think its a bit of a pipe dream at the minute. i've filled out all the forms but again i believe i am one of many who will be waiting for the payment. I mean 350 pound is not going to bankrupt me but still its a few nights out on the drink or taking the missus out for a few romantic meals. i suppose we live and learn and hope for the best. i can remember on the 5th as well that they sent me a promotional offer which i believe could be classed as fraud as they obviously had no intention to honour any players winnings
     
  38. Aug 31, 2016
  39. dogshead1

    dogshead1 Experienced Member PABnonaccred

    Occupation:
    Security
    Location:
    United Kingdom
    Hello All,

    I'm currently collating as much info from players who have pending withdrawals at Smart Live Gaming (Smart TV UK Broadcasting Limited) to use as a petition in email to prevent the CEO from voluntarily dissolving the company.

    It's gonna be a long process in getting our money owed if any. However In conjunction with players at this casino registered at other gambling forums we are working together to force an investigation into fraud and seek justice and honured payments.

    Alot of players have induvidually emailed Companies House to object to the voluntary dissolvency however given the nature and amount of companies registered there single complaints will go unnoticed so I suggested it makes more sense to collate all disputes into one email along with a statement and evidence I will supoort as to how I feel fruad has been committed to hopefully put a stop to the company being dissolved.

    If you have pending withdrawals and are willing for me to represent your case please PM me with amount, usermname and contact email.

    One consructive email to Companies house will be more effective than induvidual complaints.

    Thanks in advance KR
     

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