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Smartlive – casino have refused my winnings and closed my account.

Ruling

Found for the Casino - Smart Live casino provided evidence that extended beyond the shared IP address that linked several accounts. Whether this player has been playing as part of a syndicate or operating multiple accounts, both these activities are prohibited by all online betting services.

Read our Smart Live Casino Review.

Player's Complaint

Hello the pogg,

I have been betting at SmartLive casino under nickname [EDIT]. So I will start. I made deposit of 5000 euro via neteller and 2000 euro via skrill during my time there. I was betting there quite lot and made around 14 000 euro balance. After that I wanted to withdraw of course I sent them all documents they proceed with first payments of about 2900 euro and after that they closed my account and accused me that my account has been linked to another accounts via IP. That is ridiculous because lot of people can use same IP at some different time I was also betting from public wifi-s. And they havent got anything against same IP address in t&c. I didn't take any bonus. But after my account has been closed they add it to their t&c about that they can close account when someone has same IP but this rule 3.12 haven't been there when I was playing. I got also proof of that photo from day when my account has been closed. Also after that they return all my deposits but refuse to pay my winnings. I was writing with them via email but they said that this is their final decision. I didn't have there any other account only this one. Please can you help me? I thought that there is nothing what can be done and now I found your page. Or can you give me some advice there?

Kind Regards

Read the casino review

2 Responses

ThePOGG
Nov 23, 2014

Hi hlavacekondrej - welcome to ThePOGG.com!

I'm afraid it's highly unlikely that I'm going to be able to help you with this issue. In the first instance Smart Live have - until this point - refused to discuss player complaints with us. I'll approach them but I don't imagine that this will have changed.

Secondly - and this is significant - if you have been playing from IP addresses that are associated with other accounts I would not support your claim. While I understand that IP addresses can be shared is specific communal use circumstances, due to the high levels of fraud in the online gaming sector I will not support any claims where accounts are linked by something as significant as IP address. Bluntly put, sharing an IP address with other players is a guaranteed way to get your account closed and winnings seized at any online casino and the best advice I can give you is never to access your account from any communal connection.

Having looked through the Smart Live terms and conditions their RNG casino is licensed in Malta. You can find contact details for their regulator here - http://thepogg.com/regulator/lotteries-and-gaming-authority/. If you were playing with their Live Casino, their regulator is the UKGC in which case to register a complaint you would have to go through IBAS. If that's the case let me know and I'll look out details for you.

Thanks,

ThePOGG

ThePOGG
Dec 03, 2014

Smart Live casino have provide substantial evidence that extends beyond a shared IP address and strongly suggests an association between this player’s account with several other accounts. Whether this is through operation of multiple accounts or players working as part of a syndicate, this is clearly prohibited at all online casinos. As such this complaint will be closed as ‘Found for the Casino’.

ThePOGG

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The North American country of Canada shares a border with The United States of America and has coasts on the Atlantic, Arctic and Pacific oceans. The population of Canada is currently in the region of 37.8 million people. With regard to the gambling sector, Canada has historically existed in a grey area but in recent years there has been a move towards officially recognizing that casino gaming, slots play, horse racing, lottery play, video lottery play, charitable gaming and interactive gaming are permitted in the country’s borders. There is no land-based licensor, but online gambling appears to be perfectly legal for Canadian citizens who wish to play.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.