Ag Awards

Smart Live Casino - Pending Withdrawal

Complaint Info
Disputed casino Smart Live Gaming Casino
Reason Delayed payment
Amount € 6264
Posted on May 16, 2014

The date of my first withdrawal request with Skrill of 6264 euros was submitted on 01/09/2013.

After this request them request to me to resend documents to verify my identity and residence.

I sent this documents some months ago (January) when I requested my first withdrawal with them that was been processed within 3 working days, all fine.

I resent the documents and customer support said to me that all was fine, my account was been verified correctly again.

I waited my payment until 15/09/2013, then I cancelled manually that request because I noticed in their site that maximum amount for a single withdrawal request through Skrill is 5000 pounds.

They said to me nothing about this so I don't know if the payment delays was for that reason.

So I requested a new withdrawals with Skrill of 5000 euros on 15/09/2013 but until now nothing happens.

The customer support say to me every time that "the query has been passed on to the finance team and once we have a confirmation from them, your withdrawal will surely be sent to you."

Then they said to me that they want speak with me on the phone, I don't now for what and why and if this is a correct practice about my own privacy.

I moved for some time outside my country for work.

I'm a russian citizen so my english speaking is very poor and I use an online translator every time I have to translate and send them an email.

So I asked them if I could speak with their russian advisor to resolve this payment delay.

I gave them my telephone and yesterday a their advisor called me, he asked questions about my account, fine.

But I'm waiting to receive my funds yet.

Can you help me to resolve this payment issue?

Thank you.

I hope that you can help me to resolve this issue with them.

Thank you.

Best Regards.

Posted on February 25, 2016

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.
We have been informed by the casino management that your payment was successfully processed. Please confirm.

Posted on February 29, 2016

It is a nice practice to confirm if your complaint is resolved or not. Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.

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