Smart Live Casino - Not paying back my deposits (1800 euro)

RESOLVED
posted on July 23, 2014.

Hello,

My name is Rune Vink, I live in The Netherlands and I registered at SmartLiveGaming somewhere at the end of May and deposited 1800 euro (in 2 times) on May 25th via Skrill.
I gambled there over the period of about a week and then decided to withdraw my funds again. At that time my balance was around the same amount of my deposits, I believe it was 1660 euro (and I had not received any bonuses at any point). So I was asked to send some documents and I did. They were approved a few days later. But when I tried to login again my login details were suddenly not recognized anymore. So I went into the livechat and asked what was wrong and was told that my account was closed and would remain closed because apparently the "account was linked with another user on this website". Now, I don't know how they seem to conclude this since I don't have any friends or relatives who play on SmartLive as far as I know. But I was told I would receive back my initial deposit according to their rules, so I didn't really bother about this. So I waited and waited, and after 7 weeks I still had no deposits refunded. So I went into the livechat again and was asked to email the support. So I did, and received the following email texts:

Dear Rune,


Thank you for your previous email.


Having investigated your query further, I am pleased to confirm that you will not be receiving any refunds as our Fraud team have noticed that you are in connection with another user on our site. Please note that this is not allowed according to our terms and conditions.

Dear Rune,

Thank you for contacting smart live casino.

İ can confirm that the terms and conditions 3.12 Players that register and are connected from same IP address may have their accounts closed, winnings withheld and initial deposits refunded if Smart Live's security team suspects or identifies any possibility of fraudulent activities with those accounts. is the correct term that you have read.

Dear Rune,


Thank you for your Email.


We do appreciate your concerns, however there will be no refunds made to your bank account on this occasion. According to the security team you have created two accounts using the same device and other notifications were flagged on your account of which has allowed this decision to be made.


So they are accusing me of having opened 2 accounts, of which I have no knowledge. I certainly only opened 1 account and if perhaps another person opened an account on this same PC then that's beyond my control and knowledge! But even if it was true they should still live up to their own rules they are referring to:
3.12 Players that register and are connected from same IP address may have their accounts closed, winnings withheld and initial deposits refunded if Smart Live's security team suspects or identifies any possibility of fraudulent activities with those accounts.

So I don't care if they close my account or withhold winnings, but they should still refund my deposits to my Skrill-account in any case.

This honestly is the most shocking action of a gambling operator I have ever experienced and I cannot believe my eyes.

I hope this is all one big misunderstanding but since SmartLive refuse to discuss the case further with me I would like to submit my complaint here.

P.S. I have attached the proof of my deposits to this email and if you need it I can also send you all the exact email conversations I had with them.

Thank you in advance
Rune Vink

AskGamblers
posted on July 28, 2014.

Dear @RuneVink,
Any update considering your complaint, thanks?

posted on July 28, 2014.

No! I was expecting they would respond here but apparently they didn't.
And they also didn't contact me per email.
Could you perhaps try to get them to reply here?

posted on August 1, 2014.

Dear Rune,

We are sorry to see you are still unhappy. Our players are very important to us and we apologise that you disagree with this decision but it is our legal standing regarding suspicious activity.

The username: RuneVink was connected with another account which was opened using the same device after the initial account tim***** had been restricted by our senior traders as a business decision. It was very clear after our thorough security checks that you opened a second account, RuneVink to try and by pass this restriction.

Detailed proof of this, provided from an independent third party system has been submitted to the Ask Gamblers as evidence of this.

posted on August 1, 2014.

Hello SmartLive,

Thank you for finally responding. I live here in a students house and many of our people gamble or play poker. I have no control over the other people in here and what they do and where they open accounts. We do from time to time use the same laptops. So although I still think it's not my responsibilty what other people do, your system detection could be true indeed. But even then you should still follow your own rules and pay back my deposit:
3.12 Players that register and are connected from same IP address may have their accounts closed, winnings withheld and initial deposits refunded if Smart Live's security team suspects or identifies any possibility of fraudulent activities with those accounts.

I deserve to get back my own money. You have the right to close accounts, take away winnings etc. but not to even take away deposits, which is my own hard earned money!!
So I hope you can comply with your own rules and cancel my Skrill deposit.

Thank you
Rune Vink

AskGamblers
posted on February 25, 2016.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.
We have been informed by the casino management that your refund was successfully processed. Please confirm.

AskGamblers
posted on February 29, 2016.

It is a nice practice to confirm if your complaint is resolved or not. Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.