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SmartLive Casino- IGNORE huge win payment  This thread currently has 6,119 views. Print
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imfinn76
March 26, 2012, 5:22pm Report to Moderator
Still in Diapers
Posts: 1
I wish to share with you the full details of my complaint with Smartlive, for you
to have the better idea how this unfair site treated me all along since I made my withdrawal.
( sorry for the long message below)


I like to gamble online on my free time when I can from home.
I opened my account in 2008 and kept gambling with SmartLive casino since I
really  likes to play roulette and SmartLive allows to play roulette only with deposit + bonuses

I made all deposits to SmartLive casino with Neteller.

Unfortunaltly, I kept on loosing money playing on the roulette with Smartlive
and kept the faith .... I lost all during 2008 and also mostly 2009 .
Finally I got lucky on Aug 2009 and won 4600 GBP and was fully paid with it.

I kept on playing with SmartLive and trusted them after I was paid first time ever
with my winnings.
Around mid Sep -2009  I got lucky again after I made 160GBP deposit and received
an extra 160 GBP bonus. I had a very very lucky day and won total of 11100 GBP.

This time, SmartLive did not agree to pay my winnings and locked my account
for a reason I could not understand....
Unfortunatly also during that time, I had to leave Ireland for a family emergency
( my grandfather had a serious accident) and did not live in Ireland for about 2 years.

Since I were not able to use my Neteller account during that time I was abcent ,
I asked to closed it and empty my funds from Neteller . I had to keep on run my
personal business ONLINE so I moved to a new money service online -
called MONEYBOOKERS. My focus during the past 2 years were 100% dedcated
to my grandfather and his health - so I did not contact SmartLive till I got back
to Ireland couple month ago ( my grandfather pass away )

I contacted SmartLive again and asked to unlock my account and allow me to use
my winnings from 2009 or pay me my lucky win this time.
Then the whole headach started:

First, they did not agree to unlock my casino account, for a reason I could not understand (again!)
they reached if my account was not active for 2 years, as you can read below :

From: Support@smartlivecasino.com
To: kkkfinn@hotmail.com
Subject: RE: my paymnet issue-FW: my personal scan
Date: Thu, 2 Feb 2012 10:48:25 +0000
Dear Kenneth,
The account you’re referring to is permanently closed due to bonus abuse and connection to other accounts with similar activity.
This account will remain closed and no refund or withdrawals will be processed.
Regards,
Stelios Pardalis
Customer Service Team Leader

After I STRONGLY denied it and asked for explaination how they reached this absured idea
about my account and my fair winnings, they asked me to contact IBAS as a third
party to investigate my claimes. After I contacted IBAS few times for help, they replied to me as follow:


"As previously advised due to the timescale over two years we would not be able to offer adjudication in your complaint. Furthermore the company were not registered with IBAS in 2009 and did not register until last year and it is not normal practice for us to look at cases retrospectively "


I then again contacted SmartLive and asked to be paid since IBAS can't be involved in my case
then they replied as follow:

From: Support@smartlivecasino.com
To: kkkfinn@hotmail.com
Subject: RE: Stelios Pardalis-FW: Smartlivecasino- independent third party for investigation
Date: Wed, 15 Feb 2012 10:10:06 +0000
Dear Kenneth,
Thank you for your email.
We are having a meeting with the gambling commission tomorrow and one of the issues I’m planning to discuss with them is your case. You will receive another email from me on Friday.
Kind regards,
Stelios Pardalis
Customer Service Team Leader


I'm  not sure , but I believe after the meeting between SmartLive and Gambling commission
on Feb 16th, they reached the fair decision which they must process my winnings.
So few days after , they sent me a new email request to provide them my documents
in order to unlock my account and for me to be able to use my funds.
After I emailed them my required documents, they replied as follow:

Date: Sun, 26 Feb 2012 21:03:57 +0000
Dear Kenneth
This is to confirm that your documents were approved and your account activated. You now have access to your balance and your account.
Best wishes
Sofia Zissi
Customer Services


I logged into my SmartLive Casino account , made new deposit from my moneybookers
account , gambled for about 15 minutes or so and made a new withdawal, total of 11150 GBP.

I asked to know , when I'll be paid, so they replied back to me as follow:

Date: Mon, 27 Feb 2012 09:13:40 +0000
Hi Kenneth,
Yes, your withdrawal will be send to Moneybookers account.
It usually takes 3 to 5 working days to process the payment.
Regards
Krol Sudol
Customer Service Advisor

I waited patiently  and they paid me 2000 GBP .
I asked to know when the remaining 9150 GBP will be processed, so
they replied :

From: Support@smartlivecasino.com
To: kkkfinn@hotmail.com
Subject: RE: payment question-RE: Money Received: SLC Withdraawal
Date: Thu, 1 Mar 2012 14:48:03 +0000

Dear Kenneth,
Thank you for your email.
Unfortunately we were not able to process the whole amount from your account.
We are doing our best to process the remaining amount.
Kind regards,
Stelios Pardalis
Customer Service Team Leader


I kept waiting patiently more and more, but no payment was processed,
I asked again to know the status of my remaining payment, so this time they replied:

From: Support@smartlivecasino.com
To: kkkfinn@hotmail.com
Subject: FW: Hi Tulo - my payment status
Date: Wed, 7 Mar 2012 17:57:11 +0000

Dear Kenneth,
We will get back to you on Friday with our final decision regarding your account and the outstanding balance.
If you’re not happy with that decision you are free to contact our 3rd party adjudication service (http://www.ibas-uk.com/)
Kind regards,
Stelios Pardalis
Customer Service Team Leader

I was surprised this time and asked "what final decision" you already promised
I'll be paid , why changing your minds again? Why should I contact IBAS again if they
already wrote me ( and you) they can't be a part of this case? why you stopped processing
my withdrawal after you already paid me 2000 GBP ?  No answer to any of my questions
were replied back to me till now.


I wish to mention,  I went through a lot of headach with SmartLive since I won fairly
and with a lot of LUCK on 2009. I could not understand at the time why they paid a month before
my big win 4600 GBP smoothly and after I won the 11150 GBP they started to give me all this
headaches, false promisses and the run around and refue to pay my remaining 9150 GBP winnings.


thank you for your attention
Kenneth
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Steve
March 27, 2012, 7:45am Report to Moderator

Administrator Group
Posts: 2,668
Ive made this thread sticky for you so others know not to trust them. You can tell them you have it here too - this forum is ranked #1 on google for roulette forum. Just update it if or when there are charges.
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ausguy
May 14, 2012, 4:23am Report to Moderator
New Member
Posts: 58
Imfinn - I think the main problem you have here with Smart Live (SL) is that you have accepted Smart Live
bonuses. As well your account was not used for a long time. This changes the whole game in so far as
casino payouts are concerned.

If you CAREFULLY read their terms and conditions (T & C) of Smart Live (as is the case with other casinos)
you will find they have a very high money play through amounts where bonuses are involved.
These playthrough amounts make it extremely difficult to win. You should also read their terms and
conditions of inactive accounts.
Monthly fees are a charge on unused accounts, and long term - funds to the Goverment

Just had a quick look at the  SL  T & Cs. They are poorly arranged as the main T & Cs refer to RNG and the
bonus T & Cs are seperate in the bonus area. While the game play is out of London they operate under
Malta gaming laws.

Of note is their right to delay payment. They also state they do not have to give any reason or prior notice
of why they don't pay out. Also they have rules on roulette, where the bonus is used, to the type of bets
made.
Constant wins on even money bets and 15 plus inside bets may be considered BETTING ABUSE ??
It's on this situation that they won't pay out.

On the forums it's been mention many times not to accept the bonuses as the payout rules make it too hard
to get a fair payout should luck come your way. As you have now found out.

Smart Live has all the POWER here as they state in their T & Cs that once you set up an account and play
you automatically accept ALL their terms and conditions. If you got any more payout from them you were
lucky.

From what you report Smart Live has not responded to you in a professional manner. Smart Live has a
history of this and other player problems. A number of forum threads mention this,on here, CC & VLS.

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