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Smart Live Casino - Casino wont pay me over 3000eu

Posted on July 16, 2014.

A few months ago I signed up to play on GuruPlay poker who I have since discovered is powered by SmartLive Gaming, I deposited €2000. After a really good run I was up several thousand euro and had no problem making 2 small withdrawals.

In January I tried to make a larger withdrawal of around 4k before I went away on holiday. However this was not processed. After several inquiries as to the problem by early March I had still not been paid. Eventually after many emails and phone calls I was paid the withdrawal I attempted back in January.

However after the issues I had getting funds from SmartLive I had stop playing on the site and was desperate to get the rest out as soon as possible as I feared for the safety of my money.

Unfortunately after I made my withdrawal requests and stop playing on the site I was soon locked out of my account on GuruPlay with the SmartLive Customer Services claiming it was a 'technical error'. When I later rang up as still nothing was being done they couldn't even find my account on the system and it appeared to have been deleted.

After a huge amount of hassle and stress i have since got an email from them admitting that they still owe money. Although I was paid some of my money I am still owed over €3000 and all I am still hearing is that "the payment is being processed", these constant delaying tactics are really frustrating and it's all they seem to do.

Both the Ongame and the UK Gaming Commission have been in contact with SmartLive since February to try and help me get my funds but they still refuse to make this payment to me

I didn't even win the money of the company but of other poker players over tens of thousands of hands and many hours of online grinding. I just want them to pay me rather than make another excuse.

I have all email correspondence with SmartLive, GuruPlay, The Ongame Network and the UK Gaming commission.

Posted on May 10, 2013.

Dear brownsto,

Apologise for any inconvenience caused by this issue. This problem has occurred due to the termination of agreement between the poker provider and Guruplay. Now this issue has been sorted out and Guruplay customer service department will contact you on Monday and guide you on how to solve this issue.

Once again we are really sorry for the inconvenience and we sincerely hope that the information provided above would be at the best help.

Kind Regards

Smart Live Casino

Posted on May 11, 2013.

That excuse was one of many that I recieved over several months of varying excuses. Although the problem started in January along time before the termination between GuruPlay and SmartLive. I don't know how this would cause SmartLive to only pay part of the money owed to me after several months.

I think the contract may have been terminated because SmartLive were not paying GuruPlay customers rather than the other way round. Henrik Piski the MD at GuruPlay seemed a frustrated as I was with SmartLive.From what I understand from talking to people in the poker community and reading the forums is that SmartLive seem to have difficulty paying customers with large withdrawals and I was not an isolated incident. Fortunatly for me as a last resort Ongame stepped in to pay the remaining $5000 of my SmartLive/GuruPlays funds. I personally wouldn't feel safe depositing money with a company who rely on the poker providers to pay their debts if I had won the money in the casino I might not have been so lucky.

The customer service team definitely earn their money at SmartLive I know they have had to deal with a few very angry customers that the payments team delayed/avoid payments

Posted on May 15, 2013.

Dear Brownsto,

This issue has been caused by the Poker Service provider. As you might have already noticed, all of the payments that you are entitled to, have been transferred in your name. As Smart Live Casino, we have a strict policy for completing our payments without any delays and we are trying to fulfill this at the highest possible standard, avoiding any problems.

Thank you for sharing your views and concerns, we appreciate any input from our clients and I would like to ensure you that your opinion is at a great value for us.


Smart Live Casino

Posted on May 16, 2013.

Ongame payed this outstanding debt for Ongame so the issue is solved

Posted on May 16, 2013.

Apologies I mean... Ongame paid the outstanding debt for SmartLive so the issue is solved

Posted on May 20, 2013.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Smart Live Gaming Casino complaints

  • 29 of 72 resolved
  • 3 days avg response
  • 2 weeks avg complaint life
  • 3,727 USD avg amount

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