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 Money withdrawn will always be returned to the source of the funds where possible.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 complaints@smartlivecasino.com 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.
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