Okay so ive had an email back from Smart live. There response is different from what they told me in chat...
See below the response
Thank you for your recently filed complaint. First and foremost we would like to take the opportunity to express our sincere apologies for the inconvenience you have experienced due to the delay in receiving your withdrawal.
Having reviewed your case thoroughly, we can confirm that your requested withdrawal has unfortunately been affected by the ongoing changeover of our payment provider.
While the best efforts were taken to minimise the disruption to our valued members such as yourself, on this particular occasion we have failed to deliver on our commitment of processing all withdrawals within our 3-5 day timeframe.
We can confirm that your payment will be processed as soon as possible however this may take up to 30 business days from today. (Please be advised that It may also be less than 30 days)
Once again, Smart Live Casino expresses our sincerest apologies for the inconvenience this may cause you and would like to thank you for your understanding while we work to resolve the issue.