- Joined
- Jan 11, 2016
- Location
- Cyprus
Hello,
Had used Smart Live Casino for the last 2-3 months. My username there is: spyrosc2
Though that since they are regulated from UK Gambling Commission and MGA, my money are more secure there than a Russian or Curacao based company. My account was verified and no bonus received.
At first, my balance with them was in red, had made 3-4 deposits of a total 1200 euro. After i cover some losses and withdraw 400 euros at 23/06/2016. According to 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 Money withdrawn will always be returned to the source of the funds where possible.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.''
My account was already verified and indeed, money were in my account the same day (or next day, can't remember actually).
After a good run, i turn my balance to 5098 euros. Withdraw 1500 euros 13/07/2016. After a week i haven't seen any money, so i got afraid and withdraw another 3000 euros at 19/07/2016, followed by a last withdrawal of 598 euros at 26/07/2016 (see picture attached for proof). Still receive nothing from them and i am desperate as i don't believe they have the money to pay.
I contact them via chat, at first i was told that weekends are not included in the 3-5 working days timeframe to execute withdrawals.Said ok, not a big problem. After about 10 days i decided to contact them via mail. Tried it many times. They always reply, giving different reasons, but never a certain time frame when my withdrawals will be executed.
One day they say they are in need of more time due to technical reasons:
''We are writing in regards to your withdraw query.
Please be advised that the respective department is currently handling your case and once it has been processed you will be notified vie e-mail.
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''
Another time they say they need more time due to their regulator requirements, suggesting also to avoid contacting any third party after i told them that i contacted IBAS:
''We are writing in regards to your withdraw query.
Please refrain from third party information and only refer to Smart Live Gaming's customer service,and note that Smart Live Gaming is functioning as a proper gambling company.
Please accept our apologies 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.''
Would be thankful if anyone knows what to do to receive my money. Had seen over a dozen of no payments in askgamblers last days and seriously i can't see how they can pay all those requests. Had contacted MGA but can't help as they license only their Casino and not the Sportbook. Had contacted IBAS at 26/06/2016 but no reply yet from them. Will contact UK Gambling Commision and Neteller as well (i know neteller can't do something but at least they should block deposits to Smartlive to protect more people from loosing their money)

Had used Smart Live Casino for the last 2-3 months. My username there is: spyrosc2
Though that since they are regulated from UK Gambling Commission and MGA, my money are more secure there than a Russian or Curacao based company. My account was verified and no bonus received.
At first, my balance with them was in red, had made 3-4 deposits of a total 1200 euro. After i cover some losses and withdraw 400 euros at 23/06/2016. According to 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.''
My account was already verified and indeed, money were in my account the same day (or next day, can't remember actually).
After a good run, i turn my balance to 5098 euros. Withdraw 1500 euros 13/07/2016. After a week i haven't seen any money, so i got afraid and withdraw another 3000 euros at 19/07/2016, followed by a last withdrawal of 598 euros at 26/07/2016 (see picture attached for proof). Still receive nothing from them and i am desperate as i don't believe they have the money to pay.
I contact them via chat, at first i was told that weekends are not included in the 3-5 working days timeframe to execute withdrawals.Said ok, not a big problem. After about 10 days i decided to contact them via mail. Tried it many times. They always reply, giving different reasons, but never a certain time frame when my withdrawals will be executed.
One day they say they are in need of more time due to technical reasons:
''We are writing in regards to your withdraw query.
Please be advised that the respective department is currently handling your case and once it has been processed you will be notified vie e-mail.
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''
Another time they say they need more time due to their regulator requirements, suggesting also to avoid contacting any third party after i told them that i contacted IBAS:
''We are writing in regards to your withdraw query.
Please refrain from third party information and only refer to Smart Live Gaming's customer service,and note that Smart Live Gaming is functioning as a proper gambling company.
Please accept our apologies 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.''
Would be thankful if anyone knows what to do to receive my money. Had seen over a dozen of no payments in askgamblers last days and seriously i can't see how they can pay all those requests. Had contacted MGA but can't help as they license only their Casino and not the Sportbook. Had contacted IBAS at 26/06/2016 but no reply yet from them. Will contact UK Gambling Commision and Neteller as well (i know neteller can't do something but at least they should block deposits to Smartlive to protect more people from loosing their money)
