Non payment of slot winnings

Dear @Sano69,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

This complaint has been reopened as per Smart Live Gaming Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Dear @Sano69,

AskGamblers Complaints Team have been informed by Smart Live Gaming Casino management that your payment was successfully processed. Please confirm.

Update - they finally called me and it was the casino security man, they said the reason why I had not been paid is because my mobile phone wasn't getting answer, my husband explained to them that I had emailed almost everyday and they never even mentioned that they we're try to call and as I live in the countryside my mobile reception is no good ( I am originally from Thailand and my English isn't very good for speaking). The man wouldn't let my husband translate for me so I was very confused with the questions they ask and I felt very much under pressure from the man on the phone. My husband spoke with him afterwards and he said the reason why they had to do this was because they were checking it was me on the account which it was but I didn't realise if you play on a casino it has to be the person who name is on the account playing at all times even though it was always me. I think I answered all the questions correctly but some got me very confused they even wanted to know what time of the day I signed up, I haven't got the best of memories so I am still not sure about that one, lucky for me I remember I got my big win on the fruit shop slot! Still not sure why they would ask me these questions, does anyone out there know why they ask me these things or if they can refuse to pay if you don't remember things that happened 5 weeks ago?. They said that they will decided if they are going to pay me on Monday, I can not think what reason they would have not to pay me unless they just make something up, I am feeling a bit more positive now after the man said this was just a step towards paying me my winnings. Anybody's views would be gratefully accepted .

Update of today - got an email saying they tried to call this morning, called right back to be told there was nobody from payment department there to talk to, went on live chat they wouldn't talk to me about it, called again at 3 pm to be told someone would call me back, they didn't, I sent an email every half hour to tell them I was waiting to talk but no call, must have emailed them 10 tines today, this is so not the way to treat people and whatever the outcome is the service of a casino is key, the doctor has diagnosis me as clinically depressed and it all stems from the past month of waiting for a withdrawal, it is such a lot of money to me. I just feel that my treatment by these people is nothing sort of criminal and they should not get away with it!