my money is locked

My story is almost exactly the same as here. http://www.askgamblers.com/casino-complaints/guruplay-casino-denial-of-payment-c2158

On 13.03.2013 Poker Room on Guruplay.com closed down and since then I can't access my funds. I have about 940 euros on my account, but the guruplay support is delaying and not letting me withdraw my funds. It's been 3 weeks already, I can't access my poker account or my funds. I can't make a withdrawal. The support is saying that they are awaiting for the upper management confirmation on my account.

The account has been verified as I sent all the information they required to verify my account.

Thanks

Hi

I am having huge trouble getting payments from gurplay poker who i believe are powered by SmartLivepoker and and are on the Ongame network and are part of the SmartLive group. They keep promising to pay but do so very late or as with the last withdrawal not at all

I have been playing poker online with Guruplay. I started playing with the company in Oct 2012 and initially I lost money (around 4000eu) and had to make a few deposits. I can't check the exact times because my account is now locked After many hours at the poker tables over Christmas playing tens of thousands of hands I had a good run and by the end of December I made a withdrawal for 2000eu which was about half of the total I had deposited and the money was in my account within 24hrs. Then around Jan 20 I tried to withdraw 3500eu which was left pending for a month with no action taking by SmartLive and again I tried 2000eu in February and again the withdrawal was left pending bringing the total withdrawal to 5500eu. I have been travelling since January and had assumed there was a genuine problem and the money would be on its way soon so I kept playing with Guruplay on an almost daily basis when I was away and had run up a total account balance of 19k.Eventually I became suspicious as it became apparent I was purposely being delayed payment. Although after constant emails and phone calls all I got told was that the "payment was being processed by the payments team and would be done shortly" then after several long stressful weeks eventually on March 11th I did receive the 5500eu.

However because I still have quite a large balance and given the delaying tactics SmartLive had used for the previous 7 weeks or so as soon as I had the 5500eu in my moneybookers account I requested another 10k hoping that perhaps the last situation would not occur again. Given the delay on the 5500eu I was dreading the fight to get 10k. In my experience I have never had a withdrawal take longer than 1 working day into a MoneyBookers account but unfortunately its has been over a week and I am already experiencing exactly the same problem and exactly the same "payment is being processed by the payments team and would be done shortly" type excuses as I did with the previous withdrawal for several weeks. I am told that my withdrawal is being processed by the payments team by email and when I rang GuruPlay/SmartLive (when you ring the Guruplay contact number you get through to SmartLive customer service) Wednesday morning 13/3/13 I was told I would receive my money later that day/early next day (they had said several times before when I was trying to withdraw the 5500eu last month and had not done so) and there was no surprise then when it didn't arrive and still hasn't.

The account has been verified as I sent all the information they required to verify my account before I started playing with them as they requested. I have all the email correspondence, detailed hand histories and Moneybookers records. There is also whatever additional information Ongame may have that prove that every word I say is true.

I have read stories about this company on the Internet and they read VERY similar to mine. I just typed in SmartLive payout refusal into google and there they were. Now they were from the casino department of the company. However the poker department are doing the exact same thing.
The stories I read said that the company suspended the account and then tried to negotiate a lower payment or try not to pay at all and claim some rule breach.

So now this weekend I have found that after i wrote a strongly worded email expressing my disappointment and yet again requesting payment.I got a reply saying my email had been forwarded to upper management. Then when i checked my account a day later I found it has been inexplainably suspended although I have not played on the account for weeks and the 4 customer service employees cant tell me why (I have rang 4 times)

Although I didn't even win the money of them but of other poker players on the Ongame Network, its seems SmartLive will do anything to avoid payment. I have dealt with anumber of different gaming companies in the past and have never experienced anything like this. They are at best trying to drag out the process as long as possible and I am genuinely fearful that I will never see some or all of my money.

Thanks for your help

Sir, I am very sad and upset from Guruplay casino who seems to cheat with my winnings and don't want to pay me my fair win I had in their casino last wekk.... I really don't know what to do sir... I have tried to solved it peacfully wit the guruplay casio suport, but they keep sending me the same answer that dont resepcet my lucky win and dont want to pay.

I can tell you the following info and I do hope from the bottom of my heart that you can help me with this problem with this unfair cheeting casino:

I have found guruplay casino on casinocity on March 15th, 2011

I liked this casino since they only game they allow is roulette and I really like to play roulete when I have time in the internet from time to time.

I made deposit from my Neteller account and send email to the support to give me the 150% welcome bonus, so they replied that they give me the bonus.

I played with my 500 blance and lost it all....

So, after few days I wanted to gamble again, so I made my 50 deposit and send them an email to credit my account with the extra 50 bonus with their code: WEEKLY50 bonus, so they replied with the following email, that they credit my account so I can play:

From: < name removed > [mailto: ***************@yahoo.com]

Sent: 20 March 2011 18:07

To: [email protected]; [email protected]

Subject: bonus not credited ( weekly50)

hi

I have used weekly50 code with my deposit

but my acocount was not credited with the extra 50 bonus

Please your help

On Sun, 3/20/11, Support

Regards

< name removed >

Customer Services

Then , I played wit my deposit + balance ( total of 100) in their live roulete game over 3500 , as the terms for the WEEKLY50 bonus and reached total winnnings 2550 GBP and asked to make a withdrawal.

Then the support asked me to send my persoanl documents to pay my winnings as you can read their email below they confirmed they got it:

On Tue, 3/22/11, Support

From: Support

Then , after few days I receive this very very starnge email :

Wed, 3/23/11, Support

Thank you for choosing Guruplay.

We regret to inform you that your Smart Live account was found linked to the accounts those have potentially higher risk. Your relation with Guruplay has been terminated.

The total amount that was deposited into your Guruplay account will refunded on the Neteller account that you have used to make the deposit.

We are unable to assist you any further on this enquiry.

Kind regards,

< name removed >

Customer Service Team Leader

I was very very surprised to get this last email from them... I wrote them that I was playing only live roulete as per their terms , it is the only allowed game to play after getting their bonus and why thery reached this unfair decision only AFTER my winnings and not BEFORE they credit my accuont with my bonus request (2 times) ??

I would not risk my money in this casino if I knew they DON'T want me as a player in their casino but they must be fair with me and pay my winnings first and not reaached to any unreasonable decision AFTER my winnings... that sound very very starnge reason for me and I reached to my won decision that simply this casino is CHEETING and not honoring winnings... I have no idea what I did wrong if I got lucky in their ALLOWED roulette game and won.. I followed their rules completely and did notthing wrong.

I should be fully paid with my winning and not just with my deposit.

I really hope that you can help me with that problem sir.

Thank you very much in advance for help.

< name removed >