Just had my account suspended and I have sent email asking why as can't do live chat unless you are signed in. Still waiting for a proper response after 3 days.
Company replied
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Review summary
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Based on these reviews
Opened an account as I've not had another exchange account since joining Betfair years ago. Anyone trying to establish themselves in this niche market is going to find it tough competing ag... See more
Company replied
I am using several years now. But week ago they requested documents from me which i provided. They dont talk to me on email and wont let me login to acess their live chat
Company replied
Absolutely appalling. Having been a loyal customer for over a decade they have asked for all sorts of detailed documentation for depositing less than has been made over the past six months. All docu... See more
Company replied
Company details
Information provided by various external sources
Smarkets is the company fusing sports betting, prediction markets and financial technology into a sleek exchange.
Contact info
United Kingdom
- support@smarkets.com
- smarkets.com
2.6
Poor
593 reviews
Replied to 96% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Quick to take your money when you place…
Quick to take your money when you place a deposit, but make you wait days for a withdrawal and painfully slow response times.
17 April 2026
Unprompted review
Smarkets with holding my funds
It turned out that Smarkets wanted to confirm my account. Which I had no knowledge of. No one had emailed me to say this, it was just a random check to supposedly to check id. So I put £100 unaware of any problems. Why did they let me put funds in when I could not bet or even withdraw funds. after a long hiatus and tried to lay a bet but wasn't allowed. If I was unable to use account or checks needed doing even thought it had been did before and cards are obviously in my name. They entrapped me by letting me add funds which is a lot of my betting funds which is currently held by you as a blackmail plot. I went to withdraw. Again no message about anything. I waited the full five days to get my refund as I could not place a bet. I was unaware of any problem or made aware during deposit, trying to bet or while trying to withdraw. It was only after the full five days for a withdrawal, that I contacted chat asking where my money was and while he was checking. I asked was there any problem with my account due to trying to place a lay bet but the confirm and bet button didn't light up. I was told there was block on my account and need to confirm if again and show deposit to them came from my bank account. Still they gladly hold onto my £100 to which they are holding and won't return and until I supply abc to which I have done and it's been 48hrs and I still haven't heard from them.
They seem to be using there power and size to pick on the little guy. I had nothing from them and it must be 10-12 days trying to get funds out which I can't get and haven't heard back from them. On this basis I'm finding them to be trying to bully me and dragging their feet. They only need to look at three pictures that's it driving license, me holding driving license and proof of payment to them from my bank. Done but it's been three days and still not done, it's a shambles and a dammed shame, thought they were a trustworthy site.
17 April 2026
Unprompted review
Reply from Smarkets
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.
This company lacks transparency
This company lacks transparency, There is always an excuse not to pay you whenever request for a withdrawal. The customer support are highly unprofessional and deliberately unresponsive . Please avoid this company if you can . However #Quick Help.. has been the best alternative so far . They give good service and consistent earn pay .
26 March 2026
Unprompted review
Reply from Smarkets
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.
No races priced up for tomorrow Sunday…
No races priced up for tomorrow Sunday the usual.
21 March 2026
Unprompted review
Reply from Smarkets
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.
Terrible website but probably spoilt by…
Terrible website but probably spoilt by betfairs site.
Withdrawals are ridiculous, take too long and only allowed up to my deposit unless I use a 2nd card.
Inexplicable.
Going back to the site, cumbersome with no common sense.
Liquidity poor.
Pointless, account now closed.
18 March 2026
Unprompted review
Reply from Smarkets
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
.
Disgusting Company - please avoid
Just started using them. Lost £600 on sports bets , usually £10 - £25 bets. They had no issues accepting deposits. Only winner was Young in the golf. Go to withdraw £380 winnings and says the maximum I can withdraw is £150. What a scam. They are just crooks. Anyone reading this please avoid them. Will probably get a response from customer services manager back on here saying usual rubbish about emailing someone. No way in the world is this a peer to peer exchange. It’s basically legalised theft. Thing is I’m a mug punter so would have probably kept on playing with them but they have just lost what would have been a decent customer. Just pay customers if they win ( still losing overall ). It’s not bloody hard.
15 March 2026
Unprompted review
Reply from Smarkets
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.
Reply from Smarkets
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
SCAM
I placed bets and instead of receiving winnings I lost my money. When I tried to withdraw what was left of my balance the money left the account and more money left my bank. It’s a scam. The customer service replies once then ghosted me. I will be taking this up with the bank and the police.
11 March 2026
Unprompted review
Reply from Smarkets
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.
Incredibly frustrating customer…
Incredibly frustrating customer service. If you are locked out of your account you only have the option to email and I’m still waiting for a response 5 days later. They have my money in the suspended account but no way to withdraw it.
8 March 2026
Unprompted review
Reply from Smarkets
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.
Ok let's summarize
Ok let's summarize. People are considered terrorists and money launderers who are also too stupid to decide for themselves how much to play for. Who wants to play with a company like that, which also pretends to be a betting exchange but in reality matches the bets themselves due to lousy liquidity. I think I will refrain from playing with such scammers...
4 March 2026
Unprompted review
Reply from Smarkets
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.
They wanted me to send them bank…
They wanted me to send them bank statements, so i simply refused instead they closed my account, I would avoid this company
1 March 2026
Unprompted review
Reply from Smarkets
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.
RIDICULOUS DEPOST LIMITS - STOPS CUSTOMERS MAKING A PROFIT!
Smarkets KEEPS REFUSING TO INCREASE DEPOSIT LIMITS! Therefore, stopping customers, such as myself, from making more profit! Smarkets absurdly do not understand that the majority of their customers lay bets with them and match them at the bookmakers. So if they lose on Smarkets, they win at the bookmakers. EVERY MONTH SMARKETS IS STOPPING ME FROM MAKING AN EXTRA £50 TO £100 PROFIT PER MONTH.
CUSTOMERS SHOULD NOT BE PUNISHED BECAUSE OCCASIONALLY BETS DO WIN AT THE BOOKMAKERS!
UPDATE: 04/03/26 RESPONDING TO SMARKETS' REPLY:
"Deposit limits and account restrictions are not designed to prevent customers from making a profit." Yes, Smarkets is doing that. Smarkets is treating every customer the same and falsely thinking that every customer just places bets HOPING TO WIN!
1 February 2026
Unprompted review
Reply from Smarkets
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.
Awful customer service and horrible…
Awful customer service and horrible communication.
For an exchange which should be the fairest to customers and markets, I've had bets on a game almost 2 weeks ago, still being looked into, up to 8 weeks it has said online.
My account was also suspended, and an email was only sent 3 hours later about it, followed by a huge request for documents, which I provided within an hour. It has now been 2 weeks, and they average a response every 5 working days and counting.
It is a joke that practically the only way they provide to contact is through a futile email, especially as being locked out gives even less hope to speak to someone.
What are the odds this review gets a faster response than an email back @smarkets?
31 January 2026
Unprompted review
Reply from Smarkets
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.
Well and truly mugged off
Been 5 months now no replies kept my money forget the reach out rubbish just stitch you up DO NOT TRUST THESE PEOPLE as I said got the usual reply you got my address then just send my money how hard is that don't give me all that pony you got the documents
9 October 2025
Unprompted review
Reply from Smarkets
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.
AVOID
I’ve been a loyal customer for a while now, when I first made an account I was asked for documents which was no problem as they verified my account and documents within 24 hours. However, I recently won big on their sister site SBK and they have suspended my account, affecting my smarkets and sbk account. They asked for documents to verify my account which I provided instantly, that was a week ago and no update or response to any of my follow up emails.
6 February 2026
Unprompted review
Reply from Smarkets
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.
Absolutely awful service
Absolutely awful service - and customer service are no help whatsoever. Ended up having issues within minutes of opening the account, a long-winded conversation with customer service (who gave no information and answered none of my questions), and while they happily took my initial deposit they haven’t returned it. Avoid at all costs.
1 February 2026
Unprompted review
Reply from Smarkets
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.
Just had my account suspended and I…
Just had my account suspended and I have sent email asking why as can't do live chat unless you are signed in. Still waiting for a proper response after 3 days.
27 January 2026
Unprompted review
Reply from Smarkets
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.
I went back to using smarkets after not…
I went back to using smarkets after not using it for a number of years. I was told my account was locked after I made a deposit. I was then told I needed to submit a copy of my licence and a picture of me holding it. Almost a week later they came back and said the pictures too small to upload it again, and they wanted a copy of my bank statement and bills. Who has paper bills these days ? I went back and asked for clarification of if they wanted one of the requested forms of ID or them all, as some I don’t have like council tax paper bill. I’m still waiting for them to come back to me after almost another week. I’m just going to use someone else now, they clearly don’t want my business. How does it take a week to respond to an email ? Terrible.
23 January 2026
Unprompted review
Reply from Smarkets
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.
404 error
You visit the site and it's blank only Error 404 can be seen what's wrong or you have deleted your page!
24 January 2026
Unprompted review
Reply from Smarkets
Hi Philemon Karoney, thanks for flagging this. Our site hasn’t been deleted, and this sounds like a temporary access or loading issue.
Please try refreshing the page, clearing your browser cache, or accessing the site from a different browser or device. If the issue persists, let our support team know at support@smarkets.com
and we’ll look into it straight away.
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