Complaint #21
Smart Live Gaming Casino
Smart Live Casino - Owed £9,000 in winnings
11 years ago
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.
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.
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