Smart Live Casino - Owed £9,000 in winnings

RESOLVED
susanb United Kingdom
posted on November 13, 2014.

Hi Askgamblers,

I'm having problems receiving my winnings from smart live casino, I was very concerned to see that another user posted today and is also having the same problem.

To save me typing all this out again, i will copy the last email i sent to customer support.

Good Evening,

I am sending this email to express my concerns regarding my withdrawal which i requested on 09/11/2014, I provided all my ID Documents, they where accepted. I spoke to someone from smart live to verify my account on 10/11/2014, The lady I spoke to informed me that my withdrawals would be processed and in my account within 3-5 working days. (this was not strictly true that she informed me)

I received a payment of £2,000 on 11/11/2014, I contacted live customer support to find out why I had only received payment of £2,000 when my withdrawals where for £3,000 & £8,000, the operator informed me that finance would be processing the remainder of my withdrawal.

Last Night (11/11/2014) I went on-line again and spoke to live customer support and was informed by the operator that all my withdrawals had been paid, but they where unable to provide me with an id number, this immediately set alarm bells ringing, But I left the conversation at that.

Today (12/11/2014) I again contacted live customer support to find out if indeed my withdrawal had been paid, like i was told last night. The operator informed me No, It has not been paid, and they where unable to tell me when it would be paid.

This is really unacceptable, could someone please come back to me and tell me when I will be receiving the remaining £9,000 please. I have been doing some research on the internet about your company, and i can clearly see from the ask gamblers website that there have been issues in the past, again this is really alarming to be reading whilst my winnings seem to be somewhere in limbo at the moment.

I really would appreciate if someone can just confirm when i will be receiving my withdrawal. I have logs of all my conversations with live customer support, so i would appreciate it, if someone could contact me back by email, So I have a log of the response.

The response i received was the following:
Thank you for your email.
I can confirm from our financial department that as this is your first withdraw request and it is a large withdrawal, your funds will be paid out to you in installments till all payments are completed.
Our financial department handles all money based customer transactions. However our financial department has been informed of your request to find out when the next installment will be paid.
We apologize for any and all inconveniences this may cause you.

my reply back to smart live:
Dear Sir / Madam,

Thank you for the prompt reply, this is very much appreciated.

Could you please confirm that i will be contacted then and made aware of when I will receive my next payment? also could I please be Informed of how much the instalments will be, so I can keep a check on my account. I do not have a problem with being paid in instalments as long as this is a reasonable amount, but I did not see anything about not being paid your full winnings on your site. You offer games like roulette and blackjack on your site that can potentially have huge winners, so i'm really unsure as to why there is any problem paying my winnings.

Again, I look forward to hearing from you, and being kept informed of the situation.

The last reply i have received back:
Thank you for your email.

Unfortunately I cannot confirm what installment amounts will be sent to you. I can however confirm that you will be informed once any funds from your outstanding withdrawal is processed, we will let you know.

We do understand your frustration with regards to this but would like to assure you that all monies are always paid out. As earlier stated, this is your first withdrawal and also happens to be a large one. Large withdrawals are normally paid out in installments as our financial department has to comply with anti-money laundering regulations. We thank you for your patience while this issue is resolved.

Im not sure what else to do now, i can't seem to get a straight answer out of anyone. Since my withdrawal I have still been playing at smart live, and they take my money from my bank a hell of a lot quicker than they pay out winnings. I will not be playing on the site any more now until i know i am getting my winnings.

Hope this situation can be resolved.

susanb United Kingdom
posted on November 14, 2014.

I would like to add to this post the conversation I had with support after i submitted this complaint:

Welcome to Smart Live Casino, how can I help you today?
Me
01:00
good morning, just wanting to find out if there are any further updates on my outstanding withdrawal please
Support
01:00
Please can you confirm your username and date of birth?
Me
01:00
(removed personal information)
Support
01:01
just a minute olease
Me
01:01
ok
Support
01:02
Your withdrawal has been processed
01:03
It will take 3 to 5 working days to receive
Me
01:03
how much has been processed?
i keep getting told different things all the time
Support
01:04
in total 11000GBP
Me
01:04
my total withdrawal was a total of £11,000, i received a payment of £2,000, and no-one can tell me when i am going to get the rest
01:05
so is there another id code then? i had the code for the £2,000 payment, so if the remaining £9,000 has been paid, could i please have the id code.
Support
01:07
The ID is still the same for the first payment
Me
01:08
this is not correct information again, this is not the first time i have been given incorrect information now
so, you can confirm the following.....
the £9,000 has been paid? and its not being paid in installments?
Support
01:08
203835030 paid 2,000 GBP and outstanding is 1,000 GBP+ 8,000 GBP TBA.
Me
01:09
so according to that you have just sent me, the 1,000 + 8,000 has not been paid then?
Support
01:10
Like i said it has been paid already and you will confirm your payment in 3 to 5 working days
Me
01:12
right ok, i'll take your word for it, that is been paid, i don't believe it has, but if your telling me it has, then i will take your word for it. so i look forward to receiving the money in my bank in 3-5 working days time.
thank you for your help
Support
01:12
You will confirm payment as it has already been paid
01:13
You are welcome
Me
01:13
i don't think you have read all the emails that have been back & forth to be honest, but again if you are confirming the remainder of my balance has now been paid, i am happy to hear that.
Support
01:15
Can I help you with anything else?
Me
01:15
no thank you, im sure i'll be back again to ask the same thing at some point.

I have since sent an email in asking for management to confirm all of the above, I will update the post when I get a reply.

susanb United Kingdom
posted on November 14, 2014.

My latest reply from smart live;

Thank you for your email.

First of all, I would like to apologize for the misinformation that you received whilst chatting with one of our agents with regards to your pending withdrawal of 9000 as this amount has not been processed yet.

With regards to the excerpt of the chat you have provided for us "203835030 paid 2,000 GBP and outstanding is 1,000 GBP+ 8,000 GBP TBA", this means that 2000 GBP has been paid out to you which you have received and 9000 GBP has not been approved. "TBA" means "To Be Approved".

As earlier informed via email, due to the nature of the large withdrawal, this will be paid out in installments as our financial department has to comply with the anti-money laundering regulations. I can confirm that your installment payments will be made on a weekly basis till all funds have been processed back to your account.

Once again, I apologize for the misinformation given to you, and for any and all inconveniences that this issue may have caused you. thank you once again for your patience.

Best Regards,

Smart Live Casino.

I will wait and see if i get any payment next week, as stated in that email, I will be receiving weekly instalments.

susanb United Kingdom
posted on November 17, 2014.

I sent another email this morning, chasing up the status of my withdrawal:

Good Morning,

Can I please be provided with an update on when I will be receiving my next installment please and the amount, as it was stated in the last email, that it would be weekly, the last payment i received was Tuesday 11th November.

I look forward to hearing from someone soon.

The reply I received:

Thank you for your email.

Please be informed that your query has been passed on to the financial department. Once we have a feedback for you, you will be contacted. Thank you for your patience.

Its now after 6pm and i still hadn't heard back, so i contacted live support:

Support
17:58
Welcome to Smart Live Casino, how can I help you today?
Me
17:58
hi, i sent an email in this morning around 11.30am, asking for an update on my withdrawal, its now 6pm and no-one has still come back to me
Support
17:59
Please can you confirm your username and date of birth?
Me
17:59
(Removed)
Support
17:59
One moment please
Me
18:00
thank you
Support
18:02
Your query was sent to our financial department, and once there is a feedback we will contact you
Me
18:02
how much longer is this going to take? this is becoming a joke now
Support
18:03
Sorry i am not able to give a particular time however we will try to forward the message for a fast track process sorry for the inconvenience.
Me
18:04
i would appreciate that, i have already submitted a complaint on the ask gamblers website. I am hoping this matter can be sorted out promptly.
Support
18:09
I can assure you that we will try to sort this issue as soon as possible apologies for the delay.
Me
18:10
thank you

so for now, i'm still none the wiser of whats going on :(

susanb United Kingdom
posted on November 18, 2014.

Here I am again :(

I will keep making contact with smart live until i get some answers, as you will see from below they are now very aware that my complaint is on here, so here's hoping I might get a response on here.

Todays contact: first i sent an email asking for an update again! no response after 2 hours, so i contacted live support.

Support
10:20
Welcome to Smart Live Casino, how can I help you today?
Me
10:21
hi, i sent yet ANOTHER email 2 hours, I want to know when i am going to receive the rest

of my withdrawal, I want to know this today, I am very frustrated now keep being fobbed

off.
Support
10:22
Please can you confirm your username and date of birth
Me
10:22
(removed)
Support
10:23
One Moment Please While i confirm your account for you
Me
10:23
thank you
Support
10:27
I can confirm that you will be getting feedback concerning your outstanding balance soon

from the finance department soon
we truly apologize for the delay
Me
10:28
"soon" is not good enough, why can no-one tell me when??
10:31
When i make my deposits to play, you take my money from my bank within 2 days, yet when it

comes to paying out winnings, your dragging your feet.. Ive accepted it the balance will

be paid in installments, this is fine, but why not keep me updateed on the situation? this

is very poor customer service, the worst i have ever received on an casino site i have

ever played on. I submitted my complaint on the ask gamblers website and no-one has even

bothered to reply there either
10:32
also on the ask gamblers website, there is another player complainig about smart live for

the exact same reason, i would suggest maybe checking these complaints out, as its not

giving a good image for the company, when its showing how poorly customer are treated when

they want to withdraw.
Support
10:36
Thanks for the information you have just passed across. I can assure you that the

financial department is working it's hardest to have your funds sent to you. once again we

truly apologize for the delay
Me
10:37
is there a number i can contact the financial department on, so i can find out why its

taking so long to provide me with an update of when i will be receiving my next payment?
Support
10:38
I can assure you that they aware of your issue and we don't have a number for the

financial department
Me
10:39
so basically i just have to hang around and wait to see if the financial team can be

bothered to give me an update?
10:42
right, i will leave it at that for now, no doubt i will be back again tomorrow asking the

exact same questions, unless of course i get some kind of update, (which is all i want)

but please in the meantime,do check out, askgamblers website and see the complaints.
Support
10:44
Thanks again for the the information and understanding

So again it's just a waiting game now, im not holding my breath for a response anytime soon, but i will be contacting them daily until i get some information, The motto of the story here seems to be, if you want to play online casino and do want to withdraw your winnings, don't use SMART LIVE.

susanb United Kingdom
posted on November 20, 2014.

UPDATE:
On Wednesday 19th November, i received a further £2,000 from my winnings, total amount now outstanding is £7,000.

Can my complaint please be left open until all funds have been received, I will continue to give updates on my complaint.

Thank you

posted on November 21, 2014.

Hello,

Please be informed that our finance team have already been in touch with the player and this query has now been resolved.

As explained before, any large withdrawal requests from new players need to undergo further checks and after this has been completed, the customer will be paid in full.

Please feel free to get in touch with us if you require any further information.

Kind Regards

Smart Live Casino

susanb United Kingdom
posted on November 21, 2014.

Thank you Smart Live for the reply.

I can confirm i have had an email from the customer service manager informing me that the remainder of my withdrawl (which is £7,000) will be processed by 25th November. I will await conformation of this payment before closing down this complaint.

Here is the section of the email i received that informs me that the funds will be paid.

Our main reason for this email is to assure you that all your funds that are pending with us, will be processed by Tuesday the 25/11/2014. Please bear with how long it has taken for your withdrawal to be processed as this is only a one off occasion and this will never happen again.

I do look forward to receving my money and being able to close this complaint down.

I'll report back in due course.

susanb United Kingdom
posted on November 25, 2014.

Today is the day I was told my funds will be processed, As soon as i have an update I will report back.

susanb United Kingdom
posted on November 26, 2014.

This complaint can now be marked as resolved, I am very happy to confirm I have today received the outstanding £7,000. Thanks Ask Gamblers & Smart Live, Hope this issue never arises again, as I do really like the site.

Thanks Again :-))