I have been an active player at Smart Live since early April, and have fully verified my account since 19th April.
On 13th of June I withdrew £13 786. Clearly Smart Live see this sum as being big enough to hold on to, as they have felt it acceptable to indefinitely hold on to the cash with no explanation as to why.
On live chat I was told 5 weeks ago by "James" that it would take "3-5 days".
This story has now changed, and they claim that they cannot give time scales or make any promises as to when they will pay. Surely this is a breach of gambling regulations?
On July 9th I escalated the complaint via their official complaints process. I have still not freceived ANY response to that from the complaints team or the customer service team, despite following up to to both them and the standard customer support email contacts on the 14th.
To date there have been no replies or contact since I began the complain escalation process.
I do however receive a epic amount of spam detailing their games, apparently they still have my contact details.