Smart Live Casino - Suspended Account, Delayed Payment

RESOLVED
PREVOST123 United Kingdom
posted on April 13, 2015.

Hello , Im not too sure if anyone else has encountered problems in the past with this casino but I literally deposited to the casino and was playing in the LIVE tables and managed to make a bit of profit. Ive left the table and decided to call it a day. Ive not had chance to withdraw my winnings but now I cant log in. Upon checking email they have asked for certain documents , which they have had over 10 days now and I ve not had any feedback. Could anyone help me please?
Regards

AskGamblers
posted on April 18, 2015.

Dear @PREVOST123,
Any update considering your complaint? Thank you.

AskGamblers
posted on February 22, 2016.

AskGamblers Complaints Team has been provided with complete and detailed information regarding this case on behalf Smart Live Gaming Casino management and Fraud and Risk Team. We can now confirm that there are enough proofs for the existence of a collusion between the submitter of this complaint and at least one more player in the same casino which is considered as a clear violation of the following Smart Live Gaming Casino term -

"5.15 Smart Live Gaming reserves the right to at any time close a players account, withhold any winnings, refunding the initial deposit of the player after 3rd party charges have been deducted if any of the circumstances listed below occur on a players account. These charges are a 5% deduction for E-wallet refunds, 7.5% for Vouchers refunds and 10% for Credit Card refunds if any of the below circumstances occurs on players account;
In cases where a player opens multiple accounts using the same devices or through the same IP in order to increase their betting limits which were previously applied by the Smart Live Gaming Management team.
In cases where a player opens multiple accounts using the same IP or Device to claim promotions such as cash backs or welcome bonuses.
In cases where a player opens an additional or multiple account(s) to reduce the betting risks (such as placing a bet on the same event or for the same game) or any “over/under markets” or similar two way markets that influence each other, including live games.
In cases where by looking at a players previous bets, the players activity has been marked by the Smart Live Gaming Management as arbitrage betting.
In cases where players information given during the registration is marked by 3rd party Fraud force platform tools or payment gateways as suspicious due to any of the following scenarios; Credit Card Fraud, ACH/Debit Fraud, Friendly Charge-back, Potential Fraud, Collusion, Chip Dumping, All-in Abuse, Trading Restrictions, Spam, Promotion Abuse, Policy/License Agreement Violations, Profile Misrepresentation, Scamme­­r/­S­o­li­­cit­­ation, Code Hacking, Arbitrage betting, True Identity Theft, Synthetic Identity Theft, Identity Mining/Phishing, Account Take-Over/Hijacking, Failed Multi-Factor Authentication, Application Fraud (1stparty), Claims Fraud (1st party), Business identity Theft, Fictitious Business, Business Takeover, Dealer Fraud, Payment Evasion, Business Misrepresentation, High Risk, Under Age.
In cases where a player has opened an account with similar information which has been used in any other Smart Live Gaming account which has been opened before but then has been closed, self-excluded or disabled by the Smart Live Gaming Management or by the players own discretion.
In cases where a players fails to answer security questions via the phone verification processes; such as answering questions about previous bets or the payment options which have been used to deposit at Smart Live Gaming. Any emails after the failure of phone verification will not be accepted.

Based on the above we can confirm that Smart Live Gaming Casino acted as per their own terms and conditions in this particular situation and therefore we consider this case resolved and officially closed.

In case of a disagreement with the decision made by the AskGamblers Complaints Team, we encourage player to seek further assistance on this matter from the relevant licensing authority responsible for Smart Live Gaming Casino.