General
Is online gambling legal?
Smart Live is a service regulated and licensed in the UK with partner license agreements in Gibraltar and Malta. However, it is illegal for people under the age of 18 to gamble with us, and we reserve the right to ask for documents and/or close an account down if we suspect that the account holder is under the age of 18.
We will not accept accounts from anywhere in the USA. It is the user's responsibility to ensure that it is legal for them to gamble within their jurisdiction, and we reserve the right to ask for documents and/or to close an account if we suspect that a user is accessing our site from a jurisdiction where it is not legal.
How secure is Smart Live Casino?
We offer our members the highest security available. Our servers are code protected and are located behind a firewall. The deposit section of the Account menu is protected by Versign TM and all transaction transmissions are encrypted using a 128-bit Secure Socket Layer (SSL) Digital.
What if I have forgotten my password?
On the website select the 'Forgotten Password' link in the log-in box. You will be prompted to enter your registered email address. Once you have done this, press 'next' and answer your chosen security question. Once this is answered correctly, your new password will be sent to your registered email address. Once you have logged-in using this new password, you will have the ability to personalise the password by going to the 'My Details' section.
How can I change my password or update my personal details?
Online – Login and go to 'My Details'
Phone – dial 0800 279 851 0 and speak to one of our agents. They will happily update your details manually for you. However, for security, your password can only be reset online.
How do you test your games for fairness?
All games at SmartLive undergo extensive testing. Our Quality Assurance team of engineers are continuously checking whether the rules are obeyed and our payouts are properly paid. We are UK licensed and adhere to strict gaming regulations. All of our games are tested by TST (Technical Systems Testing) who are approved by both the Lotteries and Gaming Authority and the UK Gambling Commission.
How do I make a complaint?
In the event that you need to make a complaint you can either email support@smartlivecasino.com, or telephone us on 0800 279 851 0. If you feel the need to raise this higher, then you can write to our Head of Customer Service, Matthew White, at Smart TV, 3rd Floor, 14-16 Regent Street, London, SW1Y 4PH. Your complaint will be confirmed in writing within 48 hours of receipt, and will be responded to in full within 7 working days.
What are the theoretical payouts for the casino games?
As part of Smart Live Casino's commitment to responsible gambling, here follows a list of theoretical payouts for all games in the 'Casino' section of the site. Please note that not all of these games may be available at all times.
| Video Poker |
All American |
97-99.8%t |
| |
Deuces Wild |
98% |
| |
Jacks or Better |
99.6% |
| |
Joker Wild |
97.9% |
| |
Deuces Wild Classic |
97.97% |
| |
Jacks or Better Classic |
99.6% |
| |
All American Classic |
98.1% |
| |
Joker Wild Classic |
97.5% |
| |
3 Hands Poker Classic |
98.4% |
| |
5 Hands Poker Classic |
99.6% |
| Slots |
Wild West |
96.7% |
| |
Skeet Shooter |
97.4% |
| |
Pirates Gold II |
97.3% |
| |
Super 7 |
91.6% |
| |
Lucky 8 Line |
95.6% |
| |
Jackpot 6000 |
97.5% |
| |
Safari Madness |
96.82% |
| |
Crazy Sports |
96.82% |
| |
Magic Love |
96.58% |
| |
Gold Rush |
96.54% |
| |
Mega Joker |
96.3% |
| |
Beetle Frenzy |
94% |
| Video Slots |
Arabian Nights |
95.7% |
| |
Fishy Fortune |
95.8% |
| |
Mystery Mansion |
96.30% |
| |
Spellcast |
96.5% |
| |
Viking's Treasure |
95.8% |
| |
Super Lucky Frog |
95.1% |
| |
Tales of Krakow |
95.2% |
| |
Voodoo Vibes |
95.4% |
| |
Crusade of Fortune |
96.2% |
| |
Pacific Attack |
95.5% |
| |
Icy Wonders |
93.2% |
| |
Tiki Wonders |
93% |
| |
Geisha Wonders |
93.1% |
| |
Relic Raiders |
95% |
| |
Excalibur |
95.1% |
| |
Devil's Delight |
96.7% |
| |
Reel Steal |
95.9% |
| |
Hot City |
96.10% |
| |
Champion of the Track |
96.50% |
| Table Games |
Roulette Pro Series |
97.3% |
| |
Baccarat |
98.9% |
| |
Blackjack |
99.6% |
| |
Blackjack Pro Series |
Total - 94.63%
Blackjack - 99.60%
Sidebet - 95.01% |
| |
Carribean Stud |
97.45% |
| |
Casino Hold'em |
97.3% |
| |
Craps |
99.54% |
| |
French Roulette Pro Series |
97.3% |
| |
High-Low |
97.16% |
| |
Let it Ride |
96.5% |
| |
Pai Gow |
97.15% |
| |
Red Dog |
97.29% |
| |
Trey Poker Pro Series |
Ante/Play - 96.92%
Pair Up - 94.89% |
| |
Let it Ride Pro Series |
Let it Ride - 96.49%
Bonus - 86.23% |
| |
Texas Hold'em Pro Series |
97.96% |
| |
Oasis Poker |
98.96% |
| Other Games |
Bingo |
90% |
| |
Jungle Keno |
96.27% |
| |
Keno |
96.2% |
| |
Bonus Keno |
94.2% |
| |
Triple Wins |
low roller - 87.5%
normal - 87.5%
high roller - 83.2% |
| |
Golden Derby |
93.1% |
| Mini Games |
Cashbomb |
96.5% |
| |
Vault Assault |
96.5% |
| |
Mini Blackjack |
99.6% |
Financial
What deposit methods do you accept?
We accept all major debit and credit cards, with the exception of American Express. For those who prefer E-wallets, we also accept Neteller and Moneybookers.
How long does it take to process my deposit?
Your deposit, if successful, is processed immediately. If you perform the deposit over the Internet then you will automatically be emailed confirmation of this.
What is the minimum deposit?
The minimum you can deposit is £10. However, to qualify for a bonus, the minimum deposit will be £25.
How much can I withdraw?
The Minimum you can withdraw is £10, the Maximum in any one request is £5,000. Any requests submitted for lower than £10, or over £5,000 will be automatically rejected.
How do I make a withdrawal from my account?
On the website, please login to your account and select cashier, then withdrawal. Your payment will then be processed during banking hours. If you are using the telephone, please dial 0800 279 851 0 and press * to speak to an operator who can withdraw on your behalf, or press # and follow the instructions.
What is the withdrawal process?
We reserve the right to hold winnings made on an account for up to 24 hours while we carry out standard security audits. During this time, you will not be able to withdraw your initial deposit or winnings.
Can I withdraw bonus money?
You will be able to withdraw your bonus funds as soon as you have turned over the bonus a specific number of times. Please read the specific Promotion Terms for more details.
How can I track my betting history?
Betting History can be tracked by logging in to your account, and then selecting 'History.' From here, you will see a detailed breakdown of your betting patterns for a given time span.
How can I keep my account secure?
You can help to keep your account secure by ensuring that you always keep your password private. Please do not let any third party know what your password is.When using the website, please always use the 'Log Out' button to ensure that your session is closed.
What is the difference between Account Balance and Withdrawable Balance?
Your Account Balance is the amount of money available in the account to bet with at this time. "Withdrawable Balance" refers to the amount of money available to withdraw at any given time. Withdrawable Balance automatically deducts unavailable funds, such as pending withdrawals and un-cleared bonus money.
Technical requirements
What are the minimum requirements for your site?
The Smart Live Casino site is designed to be "modern standards compliant" and to cope with the most common modern browsers. Hardly any elements of our site have browser-specific coding, as our aim is to improve the site via accepted standards and only modify it to accommodate additional browsers. As always, we will be ensuring that Microsoft Internet Explorer on the PC works as efficiently as possible.
For the best performance Smart Live recommends:
- Internet Explorer 6.0 and above or Firefox 1.5 and above
- Running Windows XP (with Service Pack 2)
Do I need to have my cookies enabled?
Yes. To enable cookies, please perform the steps below:
- Click on Tools at the top of your browser.
- Click on Internet Options.
- Click on Privacy.
- Click on Advanced.
- Tick 'Override automatic cookie handling'.
- Tick 'Always allow session cookies'.
- Click OK.
- Return to www.smartliveCasino.com
It is advisable to reboot your computer at this point.
Do I need any extra plug-ins?
To use Smart Live Casino via the website you will need to install and run various plug-ins, depending on your system set up:
- To view the animation on the game screens you will need to ensure that you have Flash Player installed. You can obtain this for free by clicking on the Flash Player link.
- You will also need to ensure that your machine is Java enabled with the latest version. You can also obtain this for free by clicking on the Java link.
Why are parts of the site not loading?
If you are accessing the site on a dial-up modem (56k) connection then this will take a few moments, but in other instances, please try the following fixes:
- Do you have a firewall? If so this could be stopping the site from loading correctly. We suggest that you try adding www.smartlivecasino.com to the "Trusted Sites" list within the firewall (for more information on how to do this please check your firewall manual). This will resolve most issues with the 3 most common firewall programmes – Norton, McAfee and AVG.
- Are you getting any "Error" messages popping up? If so why not try copying them and accessing the Microsoft website for a simple fix? Microsoft support.
- Are your Active X controls switched on? Select Tools and then Internet Options from your internet browser. You may also see a different coloured bar appear across the top of your screen asking you to enable Active X. You can also right click here to activate from the source.
We would always recommend that you view the site on a Broadband connection of at least 500kbps. It is possible to view using a lower connection, but you may experience some delays in placing your chips, or various sections of the page loading. This will be particularly noticeable with the streaming video.
I cannot see the whole game screen
If you encounter an issue whereby you have to scroll across or down to view the entire game screen, then you may need to adjust your display preferences. Smart Live Casino is viewable in a resolution of 800 x 600, but is optimized for best performance at 1024 x 768.
To change your display preferences please go to Control Panel and select Display Preferences. You will be able to use the sliding bar to determine your preferable display.
I have tried all the above but I am still having problems. Can you help?
Of course we will try to help you! Please contact customer services using the details below with a full description of the problem you are encountering. Please be aware that we may need to refer you to a third party for further assistance, as some potential issues lie out of our control. If contacting us, please ensure that you have your full PC specifications to hand when you call, as this will save time and help us resolve your issue as swiftly as possible.
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Contact Us
Free Phone
0800 279 851 0
24 hour FREE support
Postal
Smart Live Casino Customer Service
The Smart Gaming Group
14-16 Regent Street
London
SW1Y 4PH