Smart Live Gaming Casino - Non receipt of winnings

RESOLVED
Almr1519 United Kingdom
posted on July 4, 2016.

On 24th June I won and requested £4950 from this casino. Before I had won they called me to verify my identity and following my request I sent all the required documentation which they acknowledged as being sufficient. The website says that they payout within 3-5 days so after this I contacted them to find out how long it would be as my payment was still pending. It was a Saturday and I was advised by the Customer services manager (Benjamin) that they had experienced issues with making payments and it should be resolved and I'd have the money nexy(this) week. I checked my account again today and as it was still pending I called at lunchtime and was advised it was being processed today and I could call back at any time to check. I called again at 5pm and was told that my name was almost at the top of the list for processing so it should be soon (as in tonight). I said I'd call again before their line clasped at 7pm and the operator said not a problem. At 6.40pm I called again but no answer ( despite trying several times until 7pm). I contacted them on live chat but got nowhere and being repeatedly told that once a full review has been done I'll receive verification of withdrawal by email. I appreciate that larger sums might take longer for checking purposes but my issue is that I've called many times and keep getting what I feel is the runaround. I am now very concerned that I won't get this money - money which I won while playing sticky within the rules of their casino. I hope this can be resolved quickly as I did enjoy the casino and the games on offer and would have no bother in returning once I receive my winnings.

Almr1519 United Kingdom
posted on July 9, 2016.

Can this please be left open as not yet resolved

Almr1519 United Kingdom
posted on July 9, 2016.

I've just followed up again and my account status has changed with the withdrawal pending no longer showing online. I called live chat and they have advised that the money is being sent to my account on Monday - will update once received but thought this might help others in same position.

Almr1519 United Kingdom
posted on July 13, 2016.

Money now reached my bank account!

AskGamblers
posted on July 13, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.