Smart Live Gaming Casino - Not getting paid

RESOLVED
GAZ1968 United Kingdom
posted on June 2, 2016.

I played at this casino and won about £8,000. I submitted my withdrawal request (bank to bank card) on 7th May 2016 but have still to receive the payment nearly a month later. I have been on to live chat twice in the meantime and feel 'fobbed off' with statements about the process taking longer for payments above £2,000. I have never received any communication about my withdrawal, such as requests for ID etc, and therefore assumed it was being dealt with. I am now concerned that the casino are unable to pay my winnings and therefore reluctant to use them anymore.

posted on June 3, 2016.

Hello,


Thank you for your comments.


Having checked, I can confirm that you do not have any pending withdrawals in your account as your funds have already been sent to the same source of your deposit.

We appreciate your concerns and frustration and do apologise for any delay. We also did try to contact you today in order express our sincerity on this matter.


Please feel free to contact our support desk if you have any further questions.


Kind regards


Smart Live Gaming.

GAZ1968 United Kingdom
posted on June 3, 2016.

Thanks, can confirm it has now moved from the 'pending' stage. Have been in meetings at work today so been unable to answer any calls - apologies. Will report back when money hits bank account (not there yet).

posted on June 3, 2016.

Hello,


Thanks for the response.

Our withdrawals typically take 3-5 working days to be processed (Excluding Weekends) . Unfortunately I cannot tell you exactly when the money will be back in your bank account as this all depends on the time your bank takes to process its refunds. If you have not received your withdrawal after 5 days please let us know.

We will also be sending the receipt of this transaction to your registered email address.


Thanks again for keeping in touch.


Regards,


Smart Live Gaming

GAZ1968 United Kingdom
posted on June 5, 2016.

Thanks, happy to close complaint as money on its way. Would still be happy to continue using this casino - hopefully just a one off delay. Have received payments in the past more promptly. Thanks.

AskGamblers
posted on June 6, 2016.

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

Thank you all for your cooperation.