Smarkets Opiniões 594

Resposta da Smarkets

Há 1 dia

Hi Matt,

We are happy that you are enjoying out platform!
We’ll keep working hard to make your experience even better.

Resposta da Smarkets

Há 1 dia

Hi there,

Thanks for contacting us and leaving your feedback.
We are sorry to hear the experience you had while using our platform.
Please contact us via email on support@smarkets.com and the relevant department will look into this for you.

Resposta da Smarkets

Há 1 dia

Hi there,

Thanks for contacting us and leaving your feedback.
We are sorry to hear the experience you had while using our platform.
Please contact us via email on support@smarkets.com and the relevant department will look into this for you.

Resposta da Smarkets

Há 5 dias

Hi there. Sorry to hear that you found our website difficult to use. That’s not the experience we aim to provide. We’re always working on improving usability, and we’d be happy to understand what caused the frustration and see how we can help. Please feel free to contact us directly.

Resposta da Smarkets

27/03/2026

Hi Micheal,

Thanks for contacting us and leaving your feedback.

We are sorry to hear the experience you had while using our platform.
Please contact us via email on support@smarkets.com and the relevant department will look into this for you.

Resposta da Smarkets

24/03/2026

Hi,

We’re sorry for the frustration caused. Market availability can sometimes be delayed due to operational or liquidity factors, but we understand how important it is for racing markets to be live on time.

Your feedback has been shared with the relevant team as we continue working to improve consistency. If you’d like us to review any specific issues, please contact our support team at support@smarkets.com.

Resposta da Smarkets

24/03/2026

Hi,

We’re sorry to hear about your experience and appreciate your feedback.

Withdrawal limits are in place due to security and regulatory requirements, including closed-loop rules when using the same payment method. We understand this can be frustrating, and we’re continuously working to improve the process.

Liquidity can vary depending on the market, and we aim to make the platform as smooth as possible for all users. If you’d like us to review any outstanding issues, please contact our support team at support@smarkets.com
.

Resposta da Smarkets

24/03/2026

Hi,

We’re sorry to hear about your experience and understand your frustration.

The withdrawal limit you’re seeing is due to closed-loop restrictions, which apply when deposits and withdrawals are made using the same payment method for security and regulatory reasons. This is standard practice and not related to your betting results.

If you’d like us to review your case in more detail, please contact our support team at support@smarkets.com or via Live Chat so we can assist with accessing your funds.

Resposta da Smarkets

24/03/2026

Hi,

We’re sorry to hear about your experience.

New accounts may be temporarily suspended while we carry out standard verification and security checks. We understand how concerning this can be, especially when you’ve recently deposited funds.

Please rest assured that your funds remain safe, and we can assist with withdrawing them once you get in touch with us.

If you’d like us to review your case in further detail, please reach out to our support team via email at support@smarkets.com
with additional information

Resposta da Smarkets

24/03/2026

Hi,

We’re sorry to hear about your experience and understand your concern.

If you’d like us to review your case in further detail, please reach out to our support team via email at support@smarkets.com with additional information.

We look forward to hearing from you and getting this sorted out as soon as possible.

Resposta da Smarkets

24/03/2026

Hi,

We’re sorry to hear about your experience and understand how frustrating this must be.

Account access issues can sometimes require additional checks, which may delay resolution, but we aim to respond as quickly as possible. We appreciate your patience while this is being handled.

Please rest assured that your funds remain safe and accessible once the review is complete. If you haven’t received a response, please follow up with our support team so we can prioritise your case.

Resposta da Smarkets

24/03/2026

Hi,

We’re sorry to hear about your experience. Our policies follow strict regulatory requirements for responsible gaming and anti-money laundering, which are in place to protect both customers and the platform.

As a betting exchange, liquidity can vary depending on the market, but we’re continuously working to improve this. We strongly reject any claims of unfair practices.

If you’d like us to review your case, please reach out to our support team via email at support@smarkets.com with more details.

Resposta da Smarkets

4/03/2026

Thank you for your feedback. We’re sorry to hear that you were unhappy with the verification process.

From time to time, we’re required to request documents such as bank statements as part of our regulatory obligations. As a licensed operator, we must carry out identity and source-of-funds checks in line with anti-money laundering and responsible gambling requirements. These checks are not personal and are applied where necessary to ensure we meet our legal duties.

We fully understand that some customers may feel uncomfortable providing certain documents. However, if the requested verification information is not supplied, we may be unable to keep the account open, and closure can be the only available option in order to remain compliant.

We take data protection very seriously, and any documents provided are handled securely and in accordance with strict privacy regulations.

If you would like to discuss your specific case further, we encourage you to contact our support team directly via email at support@smarkets.com so we can review the matter with you.

Resposta da Smarkets

4/03/2026

Thank you for taking the time to share your feedback. We’re sorry to hear that you’re frustrated with your current deposit limits.

Deposit limits and account restrictions are not designed to prevent customers from making a profit. They are applied as part of our risk management, responsible gambling, and regulatory obligations. As a licensed operator, we’re required to monitor accounts and apply controls where appropriate to ensure compliance and the long-term sustainability of the platform.

We understand that different customers use exchanges in different ways, including hedging or matched betting strategies. However, limits are determined based on a range of factors and are reviewed periodically. Unfortunately, we’re not always able to increase them on request.

If you would like your account reviewed again, we encourage you to contact our support team directly so we can take another look and explain any applicable restrictions in more detail.

We appreciate your business and your feedback, and we’re always working to balance fairness, compliance, and the best possible experience for all customers.

Resposta da Smarkets

15/02/2026

Hello Max, we completely hear your frustration regarding the communication gap. We understand that being unable to access Live Chat while your account is suspended feels like a dead end. This is certainly not the 'fairer' experience we aim to provide.

The 8-week period you mentioned is our maximum regulatory window for complex disputes, but we always aim to resolve verification and settlement issues much faster than that. We can assure you that the issue will be investigated and our team will provide an update as soon as possible to proceed with your account, apologies for the inconvenience.

Resposta da Smarkets

15/02/2026

Hello Ray, we take allegations like this very seriously. Please understand that Smarkets is a regulated operator; we do not, and cannot, simply 'keep' user funds. If an account remains restricted for five months, it is typically due to a pending regulatory requirement or an outstanding request for specific documentation that has not yet been resolved.

We want to get this closed out for you. Since we cannot discuss specific account details on a public forum, please contact us at support@smarkets.com, so we can track down your case and provide a definitive explanation of what is required to move forward.

Resposta da Smarkets

15/02/2026

Hi Felix, thank you for being a loyal customer with us. We sincerely apologise for the delay you're experiencing. We understand how frustrating it is to have your account suspended, especially after a significant win on SBK.

Because Smarkets and SBK share a platform, security reviews occasionally trigger on both accounts to ensure total fund safety. While our initial verifications are often fast, 'Source of Funds' or 'Enhanced Due Diligence' checks can take a bit longer for our team to process manually. Please rest assured your emails haven't been ignored, we are working through a queue. Could you please contact us with using your registered email address or ticket number? We'll make sure this is escalated to the right team immediately.

Resposta da Smarkets

4/02/2026

Hi Natasha, we are sorry you felt let down by our customer service. We aim to be as helpful as possible, though in certain security situations, we are restricted in what information we can disclose.

Please rest assured that any deposits made into an account that is subsequently closed will be refunded to the user. If you have not received the funds yet, kindly contact us on support@smarkets.com so we sort this out for you.

Resposta da Smarkets

4/02/2026

Hi Ian, Thank you for the feedback. We completely accept that not being able to access Live Chat while locked out is a frustrating experience, and we apologize for that loop.

Regarding the 3-day wait: When an account is suspended, it moves to our dedicated security team for a manual review. This team operates via email to ensure there is a paper trail for regulatory compliance. While this ensures fairness, it is unfortunately slower than our instant chat agents.

Please rest assured we have received your email. We are working through a queue, and a member of the team will send you a full update as soon as the review is complete.

Resposta da Smarkets

28/01/2026

Hi Kenneth, sorry to hear about this experience and the delays you’ve faced.

We are sometimes required to carry out additional verification checks. The documents requested are part of standard regulatory requirements, and we only ever need one suitable proof of address, not every document listed. Digital statements or bills are also accepted, not just physical copies.

That said, waiting a week for clarification isn’t the level of service we aim to provide, and we understand why this has been frustrating. We’d like to review this and help move it forward.

Please reply to your existing support ticket or contact us at support@smarkets.com with your account details so we can check what’s causing the delay and get you a clear answer.