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 I have withdrawn several times before and never had a problem.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
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