Smart Live Gaming Casino Complaints

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.

I have been with smart live casino or what ever name they go under now for about 5 or 6 years now bar one person over the years I found them very hard work ringing them up etc to deal with but stuck with them because they were on sky tv and I only just started using computers but I moved house last year and have been given the run around for the past month trying to withdraw 200 pounds of the 505 I had in my account so I sent off my driving licence debit card old and new photo and utilty bill on the 2nd august and it was signed for by one of there staff have prove from royal mail delivered at 10.06am but more lies from them on the 9th that they have not got them on live chat so please can they stop messing around and return them to me I have just found this site online and I can see there are loads of people in the same boat so I am more than happy to go along to do this together to try to get all are money back bear with me because I am not great with computers thanks.

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.

I have been using this site for over a year betting on sports mainly. I made a request to withdraw about £200 about a week ago but it has not been processed and has appeared back in my account balance. I noticed yesterday that I couldn't place any sports bets because my balance displayed zero even though there was about £330 when I was in the casino section. I spoke with Helen on live chat about 4 times throughout the day and I was eventually told there was scheduled maintenance on the sports section. Yesterday evening it was working again so I placed some bets and most won but I noticed live roulette wasn't loading which made me suspicious. Today the sports section of the website won't even load. Live chat again (Helen again) tell me there is again scheduled maintenance on the sports section of the website. This afternoon I've received emails asking me to provide front & back copies of both bank cards I've deposited with, which I have done but only had an automatic response to say they've received my email. Tonight I've made a request to withdraw all my remaining balance as I don't like the look of what I'm seeing and I've signed up to ask gamblers for support. I urge others to too. I hope they sort out their problems soon and continue to function as a decent bookie/casino

Hello, I would like to submit a complaint against Smart Live Gaming casino regarding an unacceptably long delay on my withdrawals. I currently have £3100 of pending withdrawals. The oldest is £1000 that I requested on 13/07/16 which is 3 weeks ago as I write. I had also requested a £400 withdrawal on the same day and another £1000 withdrawal the next day (14/07/16) but I subsequently cancelled these rather than re-deposit to continue playing. Since then I have submitted multiple £100 and £200 withdrawal requests so I could cancel some if I wanted without affecting the dates the older withdrawals were requested as I initially assumed they would pay out in date order. I have been playing at Smart Live Gaming for many months, probably years, and I like the site and the games they offer. I have withdrawn several times before and never had a problem. They called me up for a security check once but that was passed without problem. I do claim some of the bonuses they offer but most often just play slots with real money. There is no bonus involved here. On evening of 12/07/16 I had about £150 of real money funds. I lost this and my balance was under £1 real with no bonus. Throughout the course of the evening I deposited 3 lots of £100 from my bank card as I steadily lost. I then started winning and when I got to about £600 I withdrew £400 and decided not to lose more than the remaining balance. However I had a nice win and in the early hours of 13/07/16 I withdrew £1000. Next day I won again and withdrew another £1000. I kept playing over the next couple of days and lost my balance so reversed the £400 on 19/07/16 and played with that. By the 22/07/16 I had lost the £400, the 2 x £1000 withdraws were still unprocessed so I went on live chat to ask if they could hurry up as I wanted to play but didn't want to re-deposit when I had pending withdrawals and didn't want to cancel the withdraws as I didn't want to go to the back of the queue. They didn't give any real information, made out like my account was being reviewed but on further questioning they said it was standard procedure and the withdrawals would be processed but they were unable to give a timeframe. So I cancelled the £1000 withdrawal from 14/07/16 and immediately withdrew most of it in smaller amounts of £100 and £200. Since then I have lost and reversed a couple of the withdrawals and then won and made further withdrawals so now I have £3100 outstanding, £1000 from 13/07/16. This is way outside the normal and stated 3-5 days for withdrawals and in my opinion is unacceptable. I have asked on live chat 3 times now (after 1 week, 2 weeks and 3 weeks) and am not getting any date when I will be paid or any reasonable explanation for the delay. Found your site by a google search today and see others are having similar problems

On the 8th June 2016 I deposited £400 via debit card to smartlivecasino to claim their second deposit bonus and played some slot games. I was lucky enough to win 4.2k, I finished the wagering requirement the next day. On the 11th of June I withdrew the sum of £3252.53 in full and was asked for some documents which I promptly sent, I received an email the same day telling me my documents were verified and I was told a verification call would be the last step in order to completely verify my account. After waiting for a phone call that did not happen, I rang and spoke with them on the phone around the 23rd of June and completed the verification phone call. Despite my account being verified and documents accepted, 6 weeks later I am still waiting to be paid. Every email I send to ask regarding an update I received a generic email stating; "Please be advised that the respective department is currently handling your case and once they have completed the full review of your account activity your withdrawal will be processed and you will be notified vie e-mail. We do apologize for the inconvenience, however this is a standard procedure that is necessarily performed in order to comply with our regulations." I've sent emails weekly asking for updates and get the same email back every time and they have been ignoring my phone calls too. Obviously I'm left in the dark here and can't get a straight answer or response out of them via email or phone call, which is why I have submitted this complaint in order to prompt a resolution for my delayed withdrawal.

Hello, I have had pending withdrawals from the 26/6/2016 for the amounts of £1800 and £1623.80. No communication has been given for why these amounts are still pending. I have played and lost money on this site plenty in the previous 12 months, not sure why they are not paying when I finally have had a win. Please can we find out what the delay is and get these withdrawals processed. Will

Hi I have tried to make a withdrawal of £1,300 from this account. I first attempted to make this withdrawal on the 8th of July and after many communications to and from this company I still have not received my money. They have e-mailed me stating that they will first send an email stating that my withdrawal of funds has been proceed , however thats as far as it goes. I have tried calling them but have never managed to get through.I dont know what to do next. They admit they owe me the money but just wont release it, its so frustrating.

Made a withdrawal on the 19/07/2016 and I am still waiting for the funds, every time I contact the online support I am giving some rather feeble reasons on why they still haven't processed the withdrawal and why they are not adhering to their own T&C's. I sent an email to them at [email protected] and are yet to have a response. I think their services has been despicable and the fact that they are not releasing my funds is making me somewhat nervous, All the funds were won on sports bets and do not understand what is causing such a delay on a withdrawal of under £500.00. What is my next step?

I joined and deposited on the 18th of July without taking a bonus. I deposited £300 and played their standard roulette game. I then withdrew £760 which according to their terms and conditions takes 3- 5 days to process and will be in your account 24 hours later. Today is the 1st of August and the payment is still pending. I have contacted their live chat daily for an update and I just get fobbed of with their teaming is dealing with it, they don't know how long it will take and I will be informed by email, one person said it could take several weeks! A standard excuse is that they are following a procedure a set out by their regulator which is causing the delay. I have phoned their only number up to 30 times a day, the phone just rings for 3 - 4 minutes and then hangs up, it has never been answered nor has it been put on hold. I have emailed their complaints email address 3 times but no one has had the courtesy to even acknowledge the email let alone reply to it. Smart Live Casino are very poor at customer service and should not be trusted with anyone's money!

Hello, I joined SLC about a month ago. Played for a week and now have 3 pending withdrawals totalling £3500. I have had these pending for 4 weeks now, I appreciated that I needed to be authenticated, which I did about 3 weeks ago. And now all clear, and stated that the funds would be with me wishing 3-5 working days; however, I am still waiting for funds to be put in my account. I have used the live chat feature on numorous occasions, however get the same replies saying the relevant department is dealing with the withdrawal. And that hey can't give me an estimated date in which the funds will be back with me. I'm not sure In what to do next, as I have emailed the complaints department - still waiting for a reply, and every time using the live chat feature getting the same robot answer. I have tried calling the phone number provided, however no answer as of yet. Any advice on what to do next would be appreciated. Kind regards

Hello, Had used smartlivegaming.com (https://secure.gamblingcommission.gov.uk/gccustomweb/PublicRegister/PRAccountDetails.aspx?accountNo=2715) for the last 2-3 months. Company is regulated in UK. Their Malta license stands only for the casino, at least this is what i was told from MGA whereas i filled complain as well. Deposited 3-4 times about 1200 euros, no bonus received. My account is already verified. Had request a withdrawal of 500 euros before 2 months. Indeed, money received the next day via neteller. So far everything ok. Withdrawal was indeed executed in 3-5 days as their Terms and Conditions. According to article 5.9 in their Terms and Conditions: ''5.9 You may withdraw your money at any time. Money withdrawn will always be returned to the source of the funds where possible. All withdrawals must be completed within 3-5 working days from the date requested. In case The Companies have requested any form of documentation from the customer, the withdrawal period starts from the date the customer has sent all the requested documents. For further details on withdrawal methods please refer to the Payment Methods section of the website.'' '' Now starts my problem. At the moment i have 3 open withdrawals, as follows: 1500 13/07/2016 3000 19/07/2016 598 26/07/2016 Obviously the first two withdrawals are not in the 3-5 days time-frame to execute withdrawals as their Terms and Conditions. Had sent them many messages so far, but never got an answer when they plan to execute my withdrawals.One day they blame regulator requirements for the delay (which is not true as many bookmakers i use are UK licenced), as you can see in their email response below: '' We apologize for any inconvenience this delay may have caused you and assure you that your request will be processed as soon as possible, however the processes that need to be followed in order to comply with all requirements of our regulator require more time than usual and we sincerely apologize for this delay.'' The other day they just claim they need more technical time (which is not true as Jetbull and Superlenny that use Everymatrix odds provider as well paid smooth and fine), as you can see in their mail response below: ''Please note that there will be a slight delay in processing your request as it would require some technical time, however you may rest assured that your withdraw will be processed accordingly. Please be informed that in order to avoid providing any misleading information I can not inform you of a certain time frame that will be required for this to be completed , however I can assure you that we are doing our best and will inform you as soon as we have . 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'' Had sent email at [email protected] but no response as well. To conclude, all they tell me now is it is to wait but they cannot give me a time frame to complete a payment. Disgraceful behaviour.

On 20/06 Smart Live paid me the first installment of my winnings. However then suddenly decided they needed to review the activity on my account when they realised I had a further £5000 to be paid to me. How this second installment of the withdrawal is any different to the other cash that I won there is unclear. I have since won more there, and those winnings have been on hold since 18/06. In total they owe me nearly £14000, and clearly they have verified my account, given that they have already paid a small part of the near £16000 they owed me. All they tell me now is it is being reviewed and they cannot give me a time frame to complete a payment. Disgraceful behaviour.

Hello, I would like to complain about Smart Live services. On 07/07/2016 I withdrew £401.60 from my account. I still don't have this money in my bank account and it still says that the payment is pending on my Smart Live Account. I have been told two things: - On live chat I was told that it is because 'We do apologize for the inconvenience, however the account review is no completed. Please note that as soon as your account is reviewed we will be able to release your withdraw' - On the phone I was told nothing about a review but told that the people that handle payments to customers accounts were having technical difficulties and that I would get my money very soon. - I have tried calling numerous times over the last few weeks with no answer. - I was recently contacted to verify my account over the phone (22/07/2016) and once I had completed this process I was told my account would change from pending as my account review was now complete. I want this withdrawal processed now as I am getting very upset and angry. Its not like it is £50 or something, it is £401.60!! Also my account was "Under review" but they allowed me to keep on depositing and losing money (I was obviously unaware of said review). Utterly disgusted with the way I have being treated here. Please email me so that I can forward you the email transcripts of mine and Smart Lives conversations. Thats the only proof I have. Thanks, James

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.

I have been waiting since 7th July for my withdrawal, after passing phone verification. I have emailed in and had no response from their CS team despite emailing 3 separate email addresses. I know both the Head of Customer Service and the Team Leader have seen the emails as I sent them with a read receipt, however neither they or the usual support email have deigned to answer me. When I have managed to actually speak to someone I am fed the same stuff - nothing wrong with your account, you will get it tomorrow or the next day. I have been told someone was on holiday and is going through a backlog, also that there was a system crash and they are getting back up to speed and that there is no problem at all and I should get it tomorrow. I was told by someone in their verification dept that their payment department is in another country and they can't even contact them themselves except via email. Live Help are spouting the same stuff as everyone is getting i.e. reviewing your account etc. which is obviously their go to response when they do not know what is going on. Clearly something is not right at Smart Live Gaming judging by the amount of complaints on here at the moment which are invariably to do with unpaid withdrawals. However, they are still finding the time to send out lots of deposit bonus offers so it would suggest that someone is at work there.