Smart Live Casino Refusing to process my withdrawal and giving me the run around with their verification process

RESOLVED
posted on January 15, 2015.

I played at Smart Live casino on slots and tried to cash out 1641 euro and they ask to verify me before they will pay. They ask me for ID and a document to show my address. I send them on Nov 1 2014. They process and process my cashout in cashier and then on Nov 27 I try to cash out again. Still it just process then return to my account AGAIN on 16 Dec. I then use live chat and ask them what the problem is and they say they need to do a phone verify. I tell them I do not want to I just want my money but they say I must do. So they call me on Jan 8 2015 and they say they will pay and verify me on the phone. On the phone they say they lose my documents and I need to send again. The lady on the phone "Jane Smith" she say her name is told me do not worry I do not need to go to the copy shop again. I can send the same ID and document I sent on Nov 1 2014 so I do not have to get everything copied again. After the phone call I sent the documents with attention to "Jane Smith" and explain she wanted the documents again. Now they say they want documents again because the one I send is too old! It is too old because they play games with me for almost 3 months now! This casino just want to play games so they will not have to pay. I do not want to play any more games. 1000000% they know I am who I say. I give them everything they need and they still want to play games! Please help me get my money or put them on blacklist for this. Thank you.

posted on January 19, 2015.

Hello,


Thank you for the comments.


Please note that we did receive your documentation and our support desk sent a reply to you stating that part of your documentation did not make the criteria as your proof of address was older than required and we also needed a screen shot of your Neteller account showing your transactions with SmartLive. There has been no response from you after these request.


We are not playing any games or withholding your withdrawal as we believe in playing fair. If you do co-operate with our regulations, we have no reasons to withhold your withdrawal. We also do not appreciate you stating on forums that we lost your documents as we do have proof of every correspondence that was made with you, of which was a request for further documentation in order to make the criteria.

Please note that before we can process it our licence holder requires that we verify your identity as a one-time procedure and we are very pro-active at following these regulations in order to protect us as a company.

If you do abide by our terms and conditions of which states that we do reserve the right to ask for further documentation at any point in time, in order to verify your account, I can assure you that if your this process had been completed, your withdrawal would have been sent within 3 to 5 working days as stated.

To complete this process please send us the following documents, listed below:

Address Verification.

Utility Bill (less than 3 months old)
Tax Bill (less than 3 months old)
Bank Statement (less than 3 months old, has to include your address)

Payment Method:
Screen shot of your Neteller statement showing proof of transactions you made with us at SmartLive.


You can send them to [email protected] and please make sure they are clear copies and they do make the criteria as this will allow a quicker process.


If you have any further queries or concerns, please do not hesitate to contact us.


Kind Regards,


SmartLive Casino

posted on January 20, 2015.

1) You emailed me after the phone verification I did.... I sent in documents MONTHS before that and I have the proof. So you DID lose my ORIGINAL documents and only have them after the 3rd time I sent them. The FIRST time I sent you my documents was on NOVEMBER 1, 2014 and they were current and not more than 3 months old.

2) You only requested the phone verification AFTER verifying my ID AND my bill. That phone conversation was on JANUARY 9, 2015 after you DID NOT EMAIL ME for 2 months but just kept showing my cashouts as "processing" before just rolling them back after weeks pass. Now you are trying to say you never received any documents until AFTER the phone conversation but ON THE PHONE CALL the person who claimed to be "JANE SMITH" said it would be ok to just RE-SEND the documents I sent on NOVEMBER 1, 2014. She is the person who did the phone verify with me and she assured me to just RE-SEND the document I already sent and I would be verified.

3) Now, AFTER I have sent in ALL THE DOCUMENTS YOU ASKED FOR on NOVEMBER 1, 2014 and you pretend you are "processing" my cashout... THEN you wait until JANUARY 9, 2015 to explain you need a phone verification. MORE THAN 2 MONTHS you make me feel like I am just waiting for my "processing" cashout and do not mention to me or give me any email or warning that the cashout is not going to happen because I need to phone verify. THIS IS A SCAM ALL BY ITSELF!

4) Now almost 3 months after I send in my documents and more than 1 week after I verified by telephone.... YOU WANT MORE DOCUMENTS! You want tax records and you want bank records.
a) my tax records are non of your business. You don't need someone's tax records to verify their identity... you are just prying into my life and playing games. If you needed TAX RECORDS to verify a persons identity then why didn't you ask me 3 months ago!!!
b) if you needed a phone verification... why didn't you ask me at the start... why make me wait 2 months? More games you are trying to play to delay cashout.
c) My bank records... I deposit with Neteller because i don't want to involve a bank. Does a person even need a bank account to play at your casino? You make it appear like they can make a quick and easy deposit with an ewallet but nothing about your casino paying out is quick and easy. Only depositing money is quick and easy and requires NO VERIFICATION at all. AND AGAIN..... WHY DIDN'T YOU ASK FOR BANK RECORDS 3 MONTHS AGO!?

It is clear this is a scam to ask for NEW documents and NEW verification methods part by part until I have to wait forever for my cashout. CLEARLY this is the scam that you make possible with your TERMS AND CONDITIONS. You say you can ask for anything you want any time you want and you never have to pay if you do not have it. You ask for verification... you get it... then you ask for more after delaying payments... then you get it... then you delay payments... then ask for more... then delay payment... and it keeps going forever and you are allowed to do it because you say in the "TERMS AND CONDITIONS" you allow yourself to ask for anything you want anytime you want before paying out. This is absurd and I hope everyone can see what a scam your casino is even if by technical TERMS AND CONDITIONS you are legally scamming me by delaying payment or never paying at all. Just because you are doing something that doesn't break your terms doesn't mean you aren't a scam.

Everything I have said is 100% true and I want to see what parts smartlive will call a lie. They ask piece by piece to delay payment and now they ask for even more.

Let me ask everyone and "AskGambler" if they think giving all the document and ID asked for the first time... THEN doing a phone call with security to verify who I am... THEN re-sending them the documents they lost the first time.... IS THAT ENOUGH TO GET VERIFIED? DOES IT SEEM LIKE they REALLY are concerned it is not me and they just want to verify my identity or are they PLAYING GAMES and just trying to run a scam where they keep delaying my payment only because they can. There is no chance after they have a color scan of the FRONT AND BACK of my ID... they have my personal documents with my address on it... AND they have CALLED MY PHONE and spoken with me and asked me questions to verify my identity.... Do you really think they want to verify me or they just don't want to pay!?

Please give me your honest and fair response here anyone who will read all this. Casino like smartlive are why people are so scared to play online because they know nothing is so easy like it looks on the advertisement when they only say how easy you can just deposit and play... They forget to tell that if you ever win it will take months of struggle and games they play with you to ever get your money!

AskGamblers
posted on January 20, 2015.

Dear @christ92,
We understand that you upset but please don't use a capital letters anymore that is against our T&C, thank you for understanding.

posted on January 20, 2015.

Hello,


Thanks again for all your comments.


Firstly you claim that you sent in your documents to us on the 01/11/2014, however we do not have any records of this as you may have sent this using a different email address from the one you registered on your SLC account. We sincerely apologize but we can not verify your account without any records and we also have the right to ask for further documentation, especially if we require an up to date version in accordance to our requirements.

Secondly, there must be some sort of confusion as to which account this document was sent for as we can sincerely confirm that there are no records of your documentation sent on the 1st of November 2014 under the username you registered. We sent you an email after the failed phone verification on the 17/11/2014, you did not respond, we also requested for documents on the 27th of December 2014 before the phone verification was successfully done on the 9th of January 2014.

We have sent you a total of 3 emails informing you or to make you aware of the situation so how can this be a Scam when it is in accordance to the terms and conditions you have agreed to, upon your registration with us.

Thirdly we do not want all the documents stated as we only need one of the following in order to verify your address. Utility Bill (less than 3 months old) or Tax Bill (less than 3 months old)
or Bank Statement (less than 3 months old, has to include your address). Apologies if this was confusing or you did not understand.

As for the proof of your funds, we require a screen shot of your Neteller statement showing your transaction with Smart Live Casino.

Finally you can say a million things about our Casino as you are allowed to express your feelings but note that one thing we do not do is Scam players as you have mentioned. We are running a legal business and we have a high standard of professionalism when applying checks on all our players and if you do or your documents do not match the criteria we require, I am afraid we have the right to ask for further documents and we are sorry it has been a hassle for you as we can see that you are not happy with this.

This can be resolved so easily if you send the documents listed above, in accordance to our requirements as we can assure you that once they have been verified, your withdrawal will be sent immediately.

This is about the most honest answer we are giving you as we have nothing to hide. Your money is kept safely in your account until the arrival of the documents requested. Please note that you can also call to speak to one of our agents, send an email or even asked for a complaint procedure if you are unhappy as all this information is clearly stated on our website.

Your co-operation on this matter will be highly appreciated and once you comply with us, your funds will be sent. This will be our final response on this matter. We have clearly done nothing wrong but abiding by the rules and regulation set by our License holder in order protect you as a player or customer and us as a Gambling Company.

Thanks again for keeping in touch.


Kind Regards,


Smart Live Casino.

posted on January 23, 2015.

Ok this is fair. I 100% DID send in the documents already though and then later get asked to phone verify. I don't check that email very often so it is possible I missed a request if it was in a spam folder. I will send ONE thing from that list and I can give you a screen shot of my ewallet deposit to your casino. I hope I get my money after that as you say.

posted on January 23, 2015.

Hello,


Thanks again for your response.


As stated, once the documentation you have sent in have met our criteria, your withdrawal will be processed immediately.


We hope to hear from you soon.


regards,


Smart Live Casino.

posted on January 25, 2015.

Ok. I sent what you ask for to [email protected] I will write again here soon to say if I have money or not and I hope this can all be finish soon.

posted on January 27, 2015.

Hello,


Thank you for contacting us again.


We appreciate you sending in the documents required however we still require a proof of your funds which is a screen shot of your Neteller statement showing the transactions you have made with us.

This was stated on the previous/present response or reply to you as it is a very key part of the verification process and the quicker you send this in, the faster this will allow us process your withdrawal.


We appreciate your co-operation on this matter. Hope to hear from you soon.



Thanks again for keeping In touch.

Regards


Smart Live Casino

posted on January 28, 2015.

"We appreciate you sending in the documents required however we still require a proof of your funds which is a screen shot of your Neteller statement showing the transactions you have made with us. "

I just sent this to [email protected]

posted on January 28, 2015.

Hello Christ92,


Many thanks for sending in the documentation required.

Please feel free to access your account and then request for the amount you wish to withdraw. Once we have confirmed all documents and withdrawal, please allow 2 to 3 working days for your funds to be processed.


As soon as your funds have been processed by our payment team, we will send you a confirmation email.


We appreciate your patience on this matter and apologize for any inconvenience this may have caused you.


Thanks again for contacting us.


Regards,


Smart Live Casino

AskGamblers
posted on February 1, 2015.

@christ92,
Can you please confirm that you received your winnings? Thank you.

AskGamblers
posted on February 4, 2015.

@christ92,
It's a nice practice to confirm if your complaint is resolved or not, thank you.