I have a problem with SmartLive casino. I made a deposit and received the welcome bonus. I won around 5000 pounds there on Live Roulette. I was playing there for a few days when my winnings, 4500 pounds in total, suddenly disappeared from my account. I had not even requested a withdrawal.
I contacted Live Chat to ask about what had happened. I had carefully read the Terms before playing and I was absolutely sure some technical issue happened. They seemed to struggle to come up with an explanation at first, asking me to come back in an hour and so on. Then I was told that my winnings had been voided because I had already had an account at HeavenCasino casino and claimed a bonus there. Wow.
I asked to quote the term that prohibited this and they gave me a link to HeavenCasino casino terms which said that it (HeavenCasino) was part of an unnamed network and you can`t claim bonus at HeavenLive if you had claimed it elsewhere. So the smart SmartLive said they voided 4500 winnings using terms from ANOTHER casino as grounds for that. Can`t think of something more absurd, can you? Anyway, our discussion went on and after I explained this point they came up with a different excuse to void winnings. This time, they just quoted a general term about abuse,"In the event of any offer abuse being identified or suspected by the Casino, promotional bonuses will not be granted and management reserves the right to prohibit or exclude certain individuals, groups or regions from the promotions with immediate effect.", without caring to define it. And even the terms quoted said nothing about the right to remove winnings. I have the relevant chat transcripts.
It is shocking that a large UK-based operation treats its customers this way - the fraudulent "we keep your losses, we keep your winnings" attitude. They have no right to remove my winnings as I have not broken any of the Terms and my winnings should be credited back to my account and paid out when a withdrawal is requested.