Smart Live Gaming Casino - Delayed withdrawal

UNRESOLVED
Ram Gopal United Kingdom
posted on July 20, 2016.

I have £220 in my smart live gaming account from sports. I requested a withdrawal on 05/07/16. Since then, the amount has shown as pending for over 2 weeks. I have used their chat service to find out why there is a delay, but all I got was that my account is "under review" and no time line was given. Their terms and conditions state withdrawals should take 2-5 days. Clearly not the case.

I have attempted to call their number on their website but nobody answers the phone.

I've also emailed the business but again, no response.

Therefore, today I decided to visit their hq in London, where the company is registered. I work around the corner and seeing as they don't want to speak to respond, maybe this would work better.

The address is 223 high Holborn, 3rd floor, London, WC1V 7DN

I basically send I was there for a delivery and they let me up. I managed to get into their poor security office and asked why there was a delay.

They had 3 people attempt to speak to me but their English wasn't great. They than brought out another colleague who tried to lie and explain the phone grid had gone down locally, when I asked if his mobile phone worked, he said he didn't know, even though that would be using the same grid. When asked why the delay, there was no accurate answer, it seem to cause a panic that a customer had confronted them about their practices.

I did however get a phone call 30mins later, they didn't explain why there was a delay but he said the payment would be processed on 29th July. I explained this was unacceptable as your terms stated different timing. The person sarcastically offered no alternative and stated little else of any relevance. Although they said they would process payment on the 29th, I have no idea when I will actually recieve the funds.

I was promised an email to confirm this, but nothing has been received. Will keep people posted on any updates.

An alternative number is anyone wants to get hold of this crappy company: 02070254857

posted on July 22, 2016.

Dear Customer,


Thank you for your Query.


Can you please send an email to [email protected] They will be able to assist you further. If you have already done this, please allow 3 - 5 working days for them to respond to you.


Thanks for your patience.


Regards,


Smart Live Gaming.

Ram Gopal United Kingdom
posted on July 23, 2016.

I sent an email complaint about the service on 11th July 2016.

To this day, I still haven't received a reply

AskGamblers
posted on July 28, 2016.

The complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give the case one more chance hoping both parties will manage to reach to a satisfactory resolution of the dispute.

Ram Gopal United Kingdom
posted on July 29, 2016.

Attempted to call smart live gaming but both numbers ring out with no answer. Used the chat service but got the same generic response as previously and no confirmation that the withdrawal has been processed. I've decided to start legal proceeding against the business via the small claims court and request interest for days lost since the 3-5 day promise they have on their website. Will keep the page updated with latest info.

Would recommend others with issues begin legal proceeding ASAP to bring this to the gaming commissions attention. I get the feeling this company won't be around for long and will attempt to avoid making payments to customers

AskGamblers
posted on August 2, 2016.

The complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give the case one more chance hoping both parties will manage to reach to a satisfactory resolution of the dispute.