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.