Live Help Desk
How can I change my password or update my personal details?
Self-editing – Login and go to 'My Details'
Using the Help Desk – send a ticket via the help desk with the details that will need amending and we will update them for you within 24hrs. However, for security, your password can only be reset online.
How do I make a complaint?
In the event that you need to make a complaint you can either email Support@smartlivebingo.com, BingoManager@smartlivebingo.com or send us a ticket via our help desk. If you feel the need to raise this higher, then you can write to Bingo Customer Service, Smart Gaming Group, 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.
How do I make a deposit?
When making your deposit please enter the details as requested also ensuring that the depositing drop-down is at the game that you wish to make the deposit for IE: you are playing Bingo please make sure that the drop-down is on the Bingo Tab, once all details are correct please proceed with your deposit.
What is the minimum deposit?
The Minimum deposit for our bingo games is £10.00. You can make up to 10 deposits in any 24hr period. Players must have deposited £30.00 and wagered £100.00 in the lifetime of their account to enable them to complete withdrawals.
How much can I withdraw?
The Minimum you can withdraw against your Bingo Account is £30.00, the Maximum in any one request is £1,000. Any requests submitted for lower than £30, or over £1,000 will be automatically rejected.
How do I make a withdrawal from my account?
On the website, please login to your account and visit Cashier select Withdrawal and the method. Your payment will then be processed during banking hours. You can make a total of 3 withdrawals in any 24hr period. For processing purposes you may find that occasionally your payments will be grouped together before been credited back to your chosen method of withdrawal. We will at all times try to pay you back by the method that you have deposited.
What is the withdrawal process?
Withdrawals are usually processed within 48 hours. In order to make a withdrawal you must have deposited at least £30.00 into your account during the account lifetime, and must have wagered £100.00. 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 of course be able to withdraw your initial deposit, as long as you have not already played it through.
Can I withdraw or transfer bonus money?
No. Bonus Money is non-withdrawable and non transferable. Bonus is offered to players as an incentive through chat games, promotions and when making deposits to your account. You may however use your bonus money to play certain games in which you will have the chance to win real cash. If you try to make a withdrawal or transfer funds and you have a bonus fund amount, you will forfeit the bonus amount and you will not have the option to have the bonus re-instated.
What is the difference between Cash Balance, Bonus Balance and Balance?
Your ‘Cash’ Balance is the amount of money available in your account that is ‘pure cash’ i.e. your deposits/winnings. ‘Bonus’ Balance is the amount of Bonus money that you have acquired through deposits or playing chat games and the ‘Balance’ is the overall Balance of both ‘Cash’ and ‘Bonus that you have available on the account to bet with at this time.
Why is my bonus balance not showing?
Your bonus balance will not show if a) you are logged into a cash money room or b) you have not yet qualified the bonus. Unqualified bonus is viewable in your summary.
Can I play Chat Games?
Every player can take part in Chat Games played in the room provided they have made a deposit in the previous 7days. SLH’s are provided with an updated report 8am and 6pm daily. If you are not included on the day’s list the SLH will notify you via private message so that no embarrassment is caused.
What is the difference between SLP and SLB?
SLP's 'SmartLive Points' are won when you play chat games and they are charted by the duty SLH. The more SLP's you collect and add to your loyalty points the quicker you climb to the next loyalty level. SLB's 'SmartLive Bonus' are also won by playing chat games but these are credited to your account immediately by the duty SLH when you win a chat game. Exempt SLB's such as Tourney and Hatty are credited to your account by the BingoManger within 48hrs OR by the date stated on the specific terms relating to the promotion.
How do I qualify my bonus?
Your bonus can be qualified by:
- Spend 95% of your initial deposit with no win. Example: Deposit £10.00 lose £9.50 and bonus will credit your account
- Win and you wager five times (x5) the amount of your initial deposit on bingo. Example: Deposit £10.00 win and you need to wager £50.00 and bonus will credit (this doesn’t mean you have to deposit 50.00)
- Play games which are included in the Loyalty Points system, currently Bingo, Blackjack and Slots
In some instances your account may need to see another deposit to qualify the bonus if you have not met the wagering requirements.
Live Help Desk