Withheld payment and non return of documents

I have been a member of Smart Live Gaming since last summer and have used them on and off since that time. I attempted to withdraw most of my money from the account (I have £508.70 in there) at the end of July, on the 31st, but have not received either my money or an email acknowledging my request, nor a response to my complaint to them that they had not sent the money. When going onto their site I am unable to use the Live Chat as it doesn't appear to be working and I have tried to call them but haven't had my calls answered, so naturally I am concerned as to why this should be happening. I would appreciate your help in resolving this matter and perhaps helping me to recover my £508.70. My ID to access this site is Bald091

Hi, I made a withdrawal request over a month ago on the 15th of July for £277 approx. I have made multiple contact with the casino but receive no explanation as to why they are delaying payment, only that they will sort it asap for me. My last email to them was on the 19th of August, but they didn't reply at all to the email. I have self excluded my account named mixy1981, but I had confirmation from the casino that it would not affect my withdrawal. This is also the reason that I am not entirely accurate with the amount because I no longer have access to it, but they did confirm this amount to me over a live chat. If I'm being honest, I thought the I had a couple of withdrawals pending, but they assured me that it was the only one, and in all honesty it was that long ago I couldn't remeber properly. I'm not sure where to go with it next. Could you please help? I still have the original emails if you need them as proof. Kind regards Mick

i did a withdrawal of £2302 on 11th july after completing verification online and the phone verification and keep being told by live chat that i will hear back soon via email however i have not heard anything at all and they are simply not willing to pay it seems.

Dear askgamblers, I'm writing this because hoping askgamblers to assis about delay payment and non respond from Smart Live Gaming Casino. I have won USD$1.400 from Smartlive and I have withdrawal more than 16 days and Smartlive didn't progress my withdrawal. I have email direct to email: [email protected] but they reply only "will progress as soon as possible". Then I try to email but Smartlive keeps silent till now no email or whatever. Please help me to keep in touch with Smartlive. Thanks so much and best regard

On the 24 th of May 2016 I deposited £200 and received a £200 bonus. I played slots varying my bet sizes between £18 and £10. This was well within the stipulated terms for the promotion that I participated in. I went on a winning streak and ended up cashing out £3770 after going well over the wagering requirement. Soon after I was asked to provide documents. They were accepted and I was asked to take a phone call which I did. Everything seemed fine and I was told the withdrawal would be processed. Fast forward a few months and I am yet to receive a penny. I have been emailing and speaking to live chat but they do not help. I received the following email in response on the 27 th of July: ##- Please type your reply above this line -## Dear Rory, Thank you for choosing Smart Live. We are writing in regards of your pending withdrawal. Please be advised that we would like to express our sincere apologies in regards of the delay and the inconvenience in processing your withdrawal. We regret to inform you, however, that we have not yet completed your request and can assure you that your withdrawal is going to be processed as soon as possible. While the best efforts are taken to minimize the time of processing your withdrawal request, on this particular occasion we have failed to deliver on our commitment of processing all withdrawals within our 3-5 day time frame. In this regard, we kindly ask you to consider the possibility of your pending withdrawal transaction taking some more time to be processed. We realize our failure to deliver on the time frame, presented in our conditions, it may not take this much time, however you are kindly requested to bear with us, while we are working on resolving your request. We appreciate your understanding and cooperation trough this regard and we assured that your request is being handled accordingly, Once again we would like to express our sincere apologies for the delay and the inconvenience. Should you require any further assistance in this regard, please do not hesitate to contact us through any of our official channels: Live Chat +44 (0)800 2798 510 [email protected] If you have any other queries or concerns, please feel free to contact us, we will be delighted to help. We are available 24/7 via online chat or email.  Your reference number is 86197. Kind Regards, SLG Customer Service Team  Even since this email they have taken considerably longer than 3-5 working days to do anything. I want to avoid having to take Smart Live Casino to court in the UK if possible. So I’m really hoping we can come to a resolution via your mediation service. It’s been months since my original withdrawal so I felt like I had no options other than to escalate the issue to here. Thanks for your time

Withdrawal requested on 1st August. Simple fact still awaiting for the money to even be processed. I ask various staff on live chat every day what the situation as and get the usual reply as everyone will know by now. Understand there is a Gambling Commission Suspension in place but the more compaints in the public the better.

Another complaint.... Withdrawal made 03.08.16 Told 3-5 days. Today is the fifth day and I've been told it's expecting a delay for extra technical time blah blah blah.... Have been told so many things since Friday 5th when the casino lost its GC licence or at least suspended. Company is making so many excuses and lies to delay payments of which now each day goes by makes me pretty confident I'll never receive my money. I'm fully verified and I have been told on recorded and saved chats/emails that there are no issues with my withdrawal. I happen to have a larger withdrawal pending so would rather no disclose the exact sum. I notice people are starting to take court action of which I will start however I think this company is being wound up as we speak. Looking at there accounts they are in a complete mess and change directors every few months. Something seriously has gone wrong. Pay us our money back and stop lieing. If you are closing then do the decent thing and tell people rather than still taking money.

Hi I joined smartlive 19th Sept 2013. Had no problems down the years with semi regular wins and indeed payments. This year won two sizeable amounts in May and one on the 19th June. I did not withdraw in between wins as never suspected any probs with the casino until my first withdrawal request when i was requested to send them pictures of an old expired bank card and similar requests with a really old bank card that i first used on opening my account. They paid me around £1500 and then the money dried up and more requests for ID were requested which rang alarm bells that they were in trouble. I have numerous reports similar on here now and see their gambling cert has been pulled. The total I am owed is £9822 and is still pending as 3 withdrawals in my account.

I deposited and took a 100% match bonus on Friday 5th Aug 2016. I played the bonus breaching no TCS and successfully met the wager and placed a withdrawal of £2300 of my total winnings. On Saturday the 6th the withdrawal was still pending with no communication or email to verify my request. So I spoke to live support who told me that it cannot be processed on the weekend. That I know is a lie! Secondly I asked if had previously submitted documents to complete KYC as I have accounts over many casinos I could not Remember. I was told that I hadn't but if needed they would request it email. So now Tues the 9th my withdrawal is still pending I am still yet to receive any email. I have sent 2 emails with no response asking for an update. Also asking and explanation to the current licsense suspension they were served on Friday the 5th by UKGC and why I was not informed of this only to find out Monday after google searches relating to other non payment issues. I've called numerous times and had no answer and live chat is also now not responding. Clearly they operated on Friday illegally to UKGC regulation and are still operating the remote online gaming services that the have no licsense for what can I do to obtain my funds?

I see we have a bunch of complaint in just a couple of days, it's serious. Indeed I had no intention to complain on this way but obviously there is no other option. 07.july last month I made a withdrawal request for 210 euros. They insist on phone confirmation and we did that, before request is made. So all conditions is fulfilled and money were should be on my Neteller account in 3-5 days. Nothing is happened up to date. All attempts to resolve this issue through live chat and mail is passed on same pointless way with same mechanical responses. Entire thing has a bigger weight, since this is my own money. I made a deposit of 225 euros (without bonus) and after about two months I was find that some factors is not suitable for me and I'm decided to withdraw 210 euros. So I didn't make any profit, deposit 225 - withdrawal 210. It really is no right that I cannot get my own money. Considering on number of complaints in a very short time I would ask askgamblers staff for some proposals to lift this up on some higher instance.