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Smart Live Gaming Casino - Does not pay out my 5000 euro

Complaint Info
Disputed casino Smart Live Gaming Casino
Reason Declined payment
Amount € 5000
Posted on May 16, 2014


I would like to complain against smartlive casino, because they are not paying my balance of 5000euro. They stoped responding to my emails, after they told me they will be investigating my account and also stoped answering to the two mediation sites i contacted before. These are both complains from me:



Here are the Details of this complain.

My username with Smartlive is Cleaner4, in october 2011 i made two deposits with neteller for each of 1000euro and played their live roulette. I used no Bonus on my deposits and just played with my own money! After i won 3000euro I request a withdrawal for my total balance of 5000euro.

By mistake i though they had processed my withdrawal to my neteller account, i know it sound stupid, but i usually make deposits and withdrawals to casinos/pokersites in the range of the same amounts and i can also proof this by my neteller history if needed!

Unfortunaly my withdrawl was not processed and was still in my smartlive account, wich i only noticed around 9 months later when i logged in back, because they invited me with a special promotion email. Then i noticed that my money was still in my account and i requested a withdrawal again. The next day i recived a email from their support asking me for kyc documents. I provided them with everything they asked for and some days later i recived a email that my documents were approved and my money will be send out soon.

After i few days i recived no money and send out a email to their support. After several emails and around 3 weeks of stalling, i was told that there is a "investigation" on my account, this was in November 2012, after this they stopped repling to my emails.

In December 2012 i made a complain on , but smartlive was unrepsonsive to them and they rouged smartlive.


Then in January i made a pitchabitch at and their complain manager Max was in contact with smartlive. THey told max that there is a "Investigation" going on and they will shortly reply. But after another 2,5 months with no results, max posted a warning against them http:/­/ww­w.c­asi­nom­eis­­m/f­oru­ms/­cas­ino­mei­ste­r-w­arn­ing­s/4­948­7-s­mar­tli­ves­-do­dgy­-pr­act­ice­s-n­o-p­ay.h­tm­l#p­ost­552063

They told max, that the reason for the investigation was, because i had leaved my money for 9months in my account and had not replied to their kyc request in october 2011. And this was suspicious for them! I told them that i never recived their kyc-email in 2011, probably it was in my junkfolder! They also ignored the fact that i had send them my full documents in 2012 after i recived their new request..

So they are stealing my 5000euro, because it was suspicious that i not answered on their first email in october 2011, probalby they send out only one email and never tryed to reach me over phone!

I can send you the complete email history with the smartlive support if needed.

Posted on April 22, 2013

 Casino send us the info that this issue is resolved positively both for the player and casino! 

Cleaner, can you please confirm it?

Posted on April 22, 2013


Thanks for your help in this case, unfortunaly i can NOT confirm that this issue is resolved!

I have NOT recived any message from smartlive and i NOT recived my outstanding payment over 5000euro!

Can Smartlive please clarify, how they have solved this issue?!

Best Regards,


Posted on April 24, 2013

 Cleaner, please contact casino's support, that's the message from Smart Live Casino we received!

Posted on April 28, 2013

Today i recived this reply from smartlive and i hope that this is not another Trick from them like other promises before. I will let you know if they have hold their word and payed me my money on the 30.04.


According to the upper management, I can confirm that your funds will be sent on the 30th. We apologise for the delay and once it has been processed, you will also receive a confirmation email.

Thank you for your patience on this matter, should you have any other queries or concerns, please feel free to contact us, we will be delighted to help.

Posted on February 25, 2016

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.
We have been informed by the casino management that your payment was successfully processed. Please confirm.

Posted on February 29, 2016

It is a nice practice to confirm if your complaint is resolved or not. Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.

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