Smart Live Gaming Casino - After 11 Weeks still no pay

UNRESOLVED
Rory Coleman United Kingdom
posted on August 15, 2016.

On the 24 th of May 2016 I deposited £200 and received a £200 bonus. I played slots varying my bet

sizes between £18 and £10. This was well within the stipulated terms for the promotion that I

participated in. I went on a winning streak and ended up cashing out £3770 after going well over the

wagering requirement. Soon after I was asked to provide documents. They were accepted and I was

asked to take a phone call which I did. Everything seemed fine and I was told the withdrawal would

be processed. Fast forward a few months and I am yet to receive a penny. I have been emailing and

speaking to live chat but they do not help. I received the following email in response on the 27 th of

July:

##- Please type your reply above this line -## Dear Rory,

Thank you for choosing Smart Live.

We are writing in regards of your pending withdrawal.

Please be advised that we would like to express our sincere apologies in regards of the delay and the

inconvenience in processing your withdrawal.

We regret to inform you, however, that we have not yet completed your request and can assure you

that your withdrawal is going to be processed as soon as possible.

While the best efforts are taken to minimize the time of processing your withdrawal request, on this

particular occasion we have failed to deliver on our commitment of processing all withdrawals

within our 3-5 day time frame.

In this regard, we kindly ask you to consider the possibility of your pending withdrawal transaction

taking some more time to be processed.

We realize our failure to deliver on the time frame, presented in our conditions, it may not take this

much time, however you are kindly requested to bear with us, while we are working on resolving

your request.

We appreciate your understanding and cooperation trough this regard and we assured that your

request is being handled accordingly,

Once again we would like to express our sincere apologies for the delay and the inconvenience.

Should you require any further assistance in this regard, please do not hesitate to contact us through

any of our official channels:

Live Chat

+44 (0)800 2798 510

[email protected]

If you have any other queries or concerns, please feel free to contact us, we will be delighted to

help.

We are available 24/7 via online chat or email. 

Your reference number is 86197.

Kind Regards,

SLG Customer Service Team 

Even since this email they have taken considerably longer than 3-5 working days to do anything. I

want to avoid having to take Smart Live Casino to court in the UK if possible. So I’m really hoping we

can come to a resolution via your mediation service. It’s been months since my original withdrawal

so I felt like I had no options other than to escalate the issue to here.

Thanks for your time