Joined: May '09
Location: United Kingdom
Age: 56 (M)
Posts: 24
i have made a new account at smart live casino to play poker i then won a freeroll and a few sngs so decided to play 5 card draw at the table i had trouble selecting cards to change so contacted support here is the conversation make of it what you will
Please wait for a site operator to respond.
You are now chatting with 'Karol'
Karol: Welcome to Smart Live Casino you are speaking to Karol. How can I help you today?
Karol: Hi Anthony,
Karol: It might be due to the fact that you are not a real player and the tables that you join are being
Karol:
Karol: joined by othe rplayers who are
Karol: hence you are being pushed away every tim e somebody joins the game
anthony harrison: hello im playing 5 card draw at the moment and cant select cards
Karol: please make a minimum deposit and see if this occurs again
Karol: I guarantee you that it will not
Karol: another psoivility is that your browser is faulty
anthony harrison: why di i need to do this i have funds won from a freeroll and sngs
Karol: please check if all cookies are deleted and restart the browser
anthony harrison: ok ill clean my pc
Karol: yes, but system does not recognise you as real player
Karol: system will always discriminate you under PFF
Karol: to secure better game experience for real players
anthony harrison: dont really know what you mean
Karol: as you can imagine we have many players just visiting the site and spoiling the traffic
Karol: hence this recursion
anthony harrison: so what your saying is im being cheated by the system cos ive not made a deposit
anthony harrison: this does not seem right or fair at all
Karol: cheated? we ensure that real players are being protected by the PFF activity
Karol: it is for players beter game experience
Karol: if you are real player and you have another 100 who are jokers and they block the tables
Karol: it spoiles the game
Karol: please make minumum depsit of 10.00
Karol: and see what happneds
Karol: you can always withdraw the money at any time
anthony harrison: hang on a min i have won some cash on a freeroll and now want to play poker with it yet your ystem will cheat me out of it untill i deposit what is the point of the freeroll and building a br for free if you have the poker skills
anthony harrison: i dont want to withdraw i want to play
Karol: I express myself clear Anthony, I hope that you will understand the reasons behind this actions
Karol: as it is overall for all players
Karol: unfortunetelly your case has been stucked in am middle
anthony harrison: i can not see how this is fair at all im being discriminated against because ive won
anthony harrison: for free that is why have freerolls
Karol: as I said when you will make minimum deposit the issue will be resolved and you will always can withdraw
Karol: you a had free roll, you won, what is not fair??? pls make minimum depsoit and continue playing
Karol: your situation will not change at all
Karol: will it?
anthony harrison: no i dont think ill deposit here at all i really dont like this site anymore it does not treat its customers and potential customers correctly thank you for your help today ill put this delimma to forum members see what re actions i get
Karol: you are entitled to your own views, but please acknowledge that we are serious casino
anthony harrison: ??????
Karol: and do not want to deal with this kind of issues, i explained you everything deeply now
Karol: bye bye
Chat session has been terminated by the site operator.
I don't think you were cheated, but their response to your questions were anything but classy...
Also the policy of kicking you off, in favour of "preferred customers", seems wrong. Many potential customers would consider the software buggy, and look elsewhere.
Personally I would not deposit the $10, not even if I could immediately withdraw it again.
Joined: May '09
Location: India
Age: 37 (M)
Posts: 4873
most of the time i have seen live support reps dont know anything and are just giving wrong info. she just called you joker and then expected you to deposit, nice strategy
Joined: Mar '09
Location: Greece
Age: 47 (F)
Posts: 14136
I have seen a few chats over the years from site representatives but nothing like this. I would have left chat and site at the moment she said the first time to deposit in order to be treated as a real customer
Joined: May '09
Location: United Kingdom
Age: 56 (M)
Posts: 24
yes i agree i dont think i was cheated i was really tring to make the point to her that it was unnaccetable to be treated 2nd rate and 5 card draw means i should get the option to draw wether my money came from a freeroll or from my netellar i didnt deposit and will only deposit now if i can improve the br to a level worth withdrawing then its deposit withdraw and goodbye as it stands its at 46 dollars if i can make a 100 bucks ill cash it
Joined: Dec '11
Location: United Kingdom
Age: 38 (M)
Posts: 707
what site is this?how does the live work is it any better than currnet poker games?if it was me there would of been a lot of obscenities flying at this woman who clearly just treats customers like crap.(i got the feeling from reading this that she feels like God deciding who can play and who cant) defo needs some cust service training! gd luck on building your BR
Joined: May '09
Location: United Kingdom
Age: 56 (M)
Posts: 24
well since last speaking with smartlive i recieived this email from management lets say this really does suprise me but fair play smart live here is the mail
Hi Anthony,
I have just received a copy of the email you sent to Smart Live Support earlier today. I am sorry to hear that you have had a negative experience with our casino. Having looked at the Live Chat in question, I can see why you were upset.
I will be speaking to the agent involved, but please rest assured that players who have not deposited are treated no differently from those who have deposited thousands. We treat all customers the same, and do not discriminate against any player. We use the Ongame Network for poker which is considered to be amongst the best software in the industry, and there is no way for non-depositing players to be removed to make way for those that have deposited.
If you wish to come back and try our poker site again, I will be more than happy to put $50 into your account to play with as a gesture of goodwill for the service you have received. This is in addition to the first deposit bonus of $2,500.
If you wish to discuss things further, please feel free to let me know a contact number and a convenient time for me to call you.
Once again, please accept my apologies for the service you received from my colleague, and I will be ensuring that this kind of service does not occur again in the future.
Joined: Dec '11
Location: Macedonia, The former Yugoslav Republic of
Age: 53 (M)
Posts: 107
ajajajajaja, my bad expirience was with bestpoker88.com, i deposit 20eur and my money was on pending..i wait some 15min steell pending..then i call support..some russian chick with english bad like my.after redirect me to another support donk i was banned then my account was deleted? because i swearing.I call my card issuer to give me back my money from that site and inspect what was happend.After 2weeks money (10eur)was return what a shame for casino 10eur
Joined: Aug '08
Location: Canada
Age: 43 (M)
Posts: 658
now thats more like it. Karol sounds like a scumbag! All live operators suck teh ballz and they do a disservice to any company that employs them.
Perhaps language was a barrier and noone could service you other then karol. Good to see the right steps were taken to make sure you were treated fairly.
I once ran 50$ up to 2500$ in a casino and it was part of some promotion u had a certain time. Well i did it and then contacted livechat per rules to confirm my time and they screwed me around until the clock ran out and then they acted like i had cheated. Weeks later they emailed me like i cared saying i had breached the terms by playing the outside of the roulette table? I junked the email but last time i checked they still send me them.
The troubling part of all this...for myself is...in the whole conversation with Karol, she never once contradicted herself. She doesn't address your issue as a technical problem, IMO she indicates what she is explaining and conveying to you is SOP. Good chance by now she's kicking her lunchpail down the road so no one will ever get the chance to understand her motives. The coversation is so far from the norm, it incites my curiousity. Now, Jamie Toulson's response is SOP...damage control. Personally, I see this situation as a hot potatoe...I'd drop it before I get burned.
Joined: Mar '09
Location: Greece
Age: 47 (F)
Posts: 14136
So far the online supports i have tried were good and solved problems faster. On the other hand a couple of times i needed email support (cause they dont have live) from Cake i got a copy paste response unrelated to mu issue Had to sent another email too as a follow up.
Joined: Apr '09
Location: Australia
Age: 40 (M)
Posts: 6483
Posted by rbdflyboy: The troubling part of all this...for myself is...in the whole conversation with Karol, she never once contradicted herself. She doesn't address your issue as a technical problem, IMO she indicates what she is explaining and conveying to you is SOP. Good chance by now she's kicking her lunchpail down the road so no one will ever get the chance to understand her motives. The coversation is so far from the norm, it incites my curiousity. Now, Jamie Toulson's response is SOP...damage control. Personally, I see this situation as a hot potatoe...I'd drop it before I get burned.
Joined: Apr '09
Location: Portugal
Age: 44 (M)
Posts: 4827
Hehe! First they want our money, then they want more money, then they don’t want us to get any trouble for them… sometimes some of them look like some corruption scheme. If we accept to go there and play, they should treat us kindly, not always forcing us to deposit. Imagine yourself in a real casino. You put some money in a slot and then you hear “pshhh fiuuu clack”. You call someone to help and he just says. “Oh, that’s ok with all those noises.Put some more money inside that the problem will be solved, don’t worry”. Online casinos and money game rooms should give us possible clients enough reasons for us to trust them, if they don’t they wont have anyone there to give them the possibility to keep working. Some never get to realize this!
