Smart Live Casino - Suspended account, not able to qualify for the cashback promo

WARDYCHRIS1 United Kingdom
posted on April 9, 2015.

Hello , I was playing a promotion that Smart Live Casino offered last weekend (3/4/15) , basically they offered a 25% cashback if occuring any loss. So I deposited and was playing away and didnt do very well. I was about to finish playing as my balance was 4gbp , it start on a few thousand. One of the terms was I had to lose all my deposit to qualify for the cashback.
I was kicked out my account and could not log back in. I got them on Live Chat and I was told my account is suspended, they require documents etc , Passport / Bill / Screenshot of proof of deposit, which I did straight away but was told it takes 24 hours to get a response. I then called the casino and said if I dont lose the remaining 4gbp I wont qualify for my cashback ( I had lost enough already , and was not about to lose this cashback ) but they would not help me or let me get rid of the 4gbp. I sent in the documents there and then, I have called many times since to have an unprofesional worker have no idea what he was doing , offered no help and was rude, but promised me a reply by end of the day. Bottom line is Im still locked out and feel I should still qualify for this cashback as it was Smartlive who let me deposit and lose most my money and only asked for I.D when I had 4gbp left. Now im froze out and even though Ive sent in all requested I am not getting anywhere. I cant believe the timing of them freezing my account and feel the service I have had since is appalling.
Please Help

posted on April 13, 2015.


Please be kindly informed that your account was closed by our security team due to connections and similar gaming transactions with other users on our site on the 03/04/2014 . Unfortunately this information can not be disclosed any further.

Smart reserves the right at our own absolute discretion, to: Refuse to accept you as a registered user. And Suspend and/or terminate your registration as a registered user and shall not be obliged to provide you with reasons for doing so.

If you are not satisfied with how you query has been dealt with, you may follow our complaints procedure as it stated under our general terms and conditions 7.2. We will be happy to share any further proof with third party bodies in our defense if required.

Thanks for keeping in touch.


Smart Live Casino.

posted on April 20, 2015.

We consider this complaint unresolved, we didn't get any evidence from casino management to back up their statement.