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Smart Live Gaming Casino - Non payment of slot winnings

Complaint Info
Disputed casino Smart Live Gaming Casino
Reason Delayed payment
Amount £ 550
Posted on May 16, 2014

Hi I hope you can help, I signed up with this casino and I made two deposits, one of 100 and one of 150, I got very lucky on slots and at one point got my balance to 15000 , I did phone verification and sent in my documents, they were all approved and I made a withdrawal for about 8k, this didn't process as quick as promised and I continued playing the slots, eventually I got down to 6k and decided I didn't want to lose any more of my winnings and I jut wanted my withdrawal to get processed, so I read the t and c and it says if I close my account all money would go to me bank account within 24 hours, so I closed my account, this was almost a month ago and even though I am sending daily emails and getting some replies they just seem to be stalling on making my payment, all I play is slots so I am not sure what their issue can be, the last email I got stated that they were various issues on my account and that upper management had to make an decision on my withdrawal. I play casinos all the time and I have never been treated like this before, I always get my withdrawals, I can't believe I didn't check out review sites before playing here, I just say they were on sky tv and didn't think their could be anything dis honest about them, I really don't know where else to turn, I have spoken with a lawyer but I don't want to go down that route unless I have to as it will be expensive and also reported them to gambling commission, I really hope you can help me!


Posted on February 14, 2014

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!

Posted on February 14, 2014

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 .

Posted on February 25, 2016

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.

Posted on February 29, 2016

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.

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