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.
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Great customer service on the issues I had encountered. Thankyou
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
595 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The Best Betting Exchange
Brilliant betting exchange platform and excellent customer service.
January 14, 2025
Unprompted review
Reply from Smarkets
Thank you very much for your review.
We are glad to hear that you have experienced smooth and very effective customer service.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Seb
Smarkets Customer Experience Team
Not great
Not great, provide them every document under the sun proving you are using the platform for match betting purposes. Literally proved beyond all doubt and they still restrict your monthly deposits. Yet one "influencer" tweets about them and they lift their restriction immediately. Shows how much they value every day users. Of course they will say its to protect users and conform to regulations but when you've been asked to provide endless documents and you do so and youre given an extra £500 a month to deposit. It really makes you think whats the point. They heavily advertise towards match betters but then seemingly try to force them off of the platform. Makes zero sense.
January 14, 2025
Unprompted review
Reply from Smarkets
HI Tyler
Thank you for leaving a review.
We understand processes like these can be frustrating and/or inconvenient, please accept our apologies, however they are a necessary part of our regulatory obligations.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Seb
Customer Support Team
Opened an Account and could never gain…
Opened an Account and could never gain access. Eventually made contact with them and were informed my account had been suspended as the name on the account did not match.
I queried this and provided my Tax Bill and Driving Licence. I was then told that it was not that my name did not match it was that they could not verify my account and address.
I then had to send them a selfie holding my ID. I did this and this was still not enough as they stated they could still not verify my address.
I gave up and informed them I did not want to be a customer of Smarkets.
Avoid at all costs
January 4, 2025
Unprompted review
Reply from Smarkets
Hi customer,
Thank you for sharing your feedback, and we’re sorry to hear about your experience.
As a regulated company, we are required to verify documentation to ensure compliance with legal and regulatory standards. While we strive to make this process as smooth as possible, we understand that it can sometimes be frustrating. Your feedback highlights areas we can improve, and we’re reviewing our procedures to ensure they are as user-friendly as they can be within regulatory guidelines.
If you’d like to discuss this further or reconsider joining Smarkets in the future, please don’t hesitate to reach out to us at support@smarkets.com. We’d be happy to assist in any way we can.
Kind regards,
Alice
Smarkets Customer Experience Team
quick pay outs great odds
January 10, 2025
Unprompted review
Reply from Smarkets
Hi Chris,
Thank you for your kind review! We’re delighted to hear you’ve enjoyed our quick payouts and great odds.
If there’s anything else we can assist you with, feel free to reach out via live chat or email at support@smarkets.com.
Wishing you a great day!
Kind regards,
Alice
Smarkets Customer Experience Team
Great support from these folks
Great support from these folks, always very quick to respond and super helpful in getting things resolved
January 10, 2025
Unprompted review
Reply from Smarkets
Hi Adrian,
Thank you so much for your kind review and for highlighting the excellent support provided by our team.
We’re thrilled to hear that you’ve found our responses quick and helpful in resolving your queries. Providing efficient and reliable assistance is a priority for us, and it’s fantastic to see this reflected in your experience.
If there’s anything else we can help with or if you have further feedback to share, please don’t hesitate to reach out via live chat or email at support@smarkets.com.
Wishing you a great day!
Kind regards,
Alice
Smarkets Customer Experience Team
Even if they had my DNA they still would not verify me
Terrible company. Avoid the pain of dealing with them. I provided everything they asked and had been using them for years. Then they wanted proof of who I am but they still would verify me.
The question is if you can't verify me why won't you return the money deposited by me? After all you surely don't know where it came from.
January 5, 2024
Unprompted review
Reply from Smarkets
Thank you for your review.
We are very sorry for the inconvenience.If you believe this needs to be looked into further, please do email us.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Seb
Customer Support Team
Shen was very helpful
January 2, 2025
Unprompted review
Reply from Smarkets
Thank you very much for your review.
We are glad to hear that you have experienced smooth and very effective customer service.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Seb
Smarkets Customer Experience Team
Extremely frustrating and dishonest experience
My experience with Smarkets has been extremely frustrating. I deposited £330 into the platform for betting, and shortly after, my account was restricted without any clear explanation. Since then, they have made excessive and invasive requests for documentation, even after I provided everything they initially asked for, including all relevant bank statements.
Now, the company has gone as far as requesting bank statements from third parties, which is completely inappropriate and far beyond any reasonable verification requirement. It is evident that these practices are designed to make it difficult for customers to access their funds and to discourage withdrawals.
After researching further, I found numerous similar complaints from other users who have faced the same unfair tactics. It appears to be a recurring strategy by Smarkets to delay or deny payouts.
I strongly advise against using this platform. My experience has shown that Smarkets is unreliable and does not treat its customers fairly. I am in the process of escalating my case to regulatory authorities and hope they are held accountable for their unacceptable practices.
December 18, 2024
Unprompted review
Reply from Smarkets
Thank you for leaving a review.
We understand processes like these can be frustrating and/or inconvenient, please accept our apologies, however they are a necessary part of our regulatory obligations.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Seb
Customer Support Team
Got hacked..... proven, no support
Got hacked, complete dodgy bet was placed in the night I woke uo to see this immediately spoke to them, the ip address showed hacker was from Slough in London. They found his account in smarkets and suspended them, refused to sort my money back despite knowing it was a hack and who hacked me. Shocking support for a victim and as a result lost a customer.
May 25, 2024
Unprompted review
Reply from Smarkets
Thank you for your review.
We are very sorry to hear about your situation to which we hope this has since been resolved.
Please do not hesitate to reach out to us via email on support@smarkets.com if you still require assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Seb
Customer Support Team
Excellent platform and customer service
Excellent platform and customer service
December 17, 2024
Unprompted review
Reply from Smarkets
Hi customer,
Thank you very much for your review.
We are glad to hear that you enjoy the platform and have experienced smooth and very effective customer service.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Alice
Smarkets Customer Experience Team
Great support quick response no messing…
Great support quick response no messing around
December 14, 2024
Unprompted review
Reply from Smarkets
Hi Richard,
Thank you very much for your review.
We are glad to hear that you have experienced smooth and very effective customer service.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Alice
Smarkets Customer Experience Team
Problem Solved
I had an issue regarding the removal of an old debit card. I spoke with Shen and they resolved the issue for me immediately and with minimal fuss.
December 12, 2024
Unprompted review
Reply from Smarkets
Hi Graham,
Thank you very much for your review.
We are glad to hear that you have experienced smooth and very effective customer service.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Alice
Smarkets Customer Experience Team
Smooth and very effective customer…
Smooth and very effective customer service!
December 5, 2024
Unprompted review
Reply from Smarkets
Hi Annie,
Thank you very much for your review.
We are glad to hear that you have experienced smooth and very effective customer service.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Alice
Smarkets Customer Experience Team
Excellent support agent(s)
Excellent support agent(s)
The support agent (Alice), made sure I got all the information I needed to address my issue.
Nothing was too much trouble for her, she displayed a very high degree of knowledge, patience and professionalism
November 29, 2024
Unprompted review
Reply from Smarkets
Hi Brian,
Thank you very much for your review.
We are pleased that our support agent, Alice, was able to solve your issue with knowledge, patience and professionalism.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Nirvana
Smarkets Customer Experience Team
Helpful employee who acted immediately…
Helpful employee who acted immediately and helpfully.
November 25, 2024
Unprompted review
Reply from Smarkets
Hi Nick,
Thank you very much for your review.
We are glad to hear we were able to solve your issue quickly.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Alice
Smarkets Customer Experience Team
Quick and efficient live chat
I had a few problems on a particular day with several markets being incorrectly settled as losers when they weren't due to an error with the data providers. Smarkets were really quick to address this when I contacted them on live chat, and they refunded everything straight away on the chat with no problem. It was the first time I'd needed to use the live chat, and I was pretty impressed with both the speed of response, and the overall service compared to one or two other exchanges. It makes me happy to use them in the future, knowing that any difficulty will be handled quickly and professionally.
November 16, 2024
Unprompted review
Reply from Smarkets
Hi Richard,
Thank you very much for your review.
We are glad to hear you are enjoying your time with us and we were able to solve your issue quickly.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Alice
Smarkets Customer Experience Team
Im being robbed by smarkets
Im being robbed by smarkets, I have £100s on there and they've closed my account down, I've spent days messaging them then they ask for my ID I uploaded everything they ask for they ignore I contact them again and the same thing happens,they are the worst gambling company around... deposit at your own risk they are thieves
November 17, 2024
Unprompted review
Reply from Smarkets
Hi Jay,
Thank you for your review.
We are very sorry for the inconvenience.IF you believe this needs to be looked into further, please do email us.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Alice
Customer Support Team
User interface unclear
Doesn't really make it clear that even if you 'buy a bet', if someone doesn't take on your bet, it's effectively null and void. You do get your money back but I mean, come on.
November 6, 2024
Unprompted review
Reply from Smarkets
Hi Pseudo,
Thank you for leaving a review.
For a bet to stand, it must be fully matched. Any unmatched part of the bet is cancelled when the market halts. You can find more information about this here: https://help.smarkets.com/hc/en-gb/articles/212729225-Matched-partially-matched-bets.
To avoid this in the future, I strongly suggest using the Time in Force feature. When placing a bet, you can enable Time in Force by clicking on the cog on the top right corner of the betslip. This will drop down a menu with several options. Selecting "Keep in Play" will keep the bet active even if it's unmatched. You can read more about our Time in Force features here: https://help.smarkets.com/hc/en-gb/articles/115003946591-Time-In-Force.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Alice
Customer Support Team
They have frozen my account during the…
They have frozen my account during the biggest betting event of the year, when I have tens of thousands at stake, I am unable to see my bets, and there is no way to get in contact with them. Apparently, this is all for a "safer gambling" check! Tell me how I am being made safer here?
November 5, 2024
Unprompted review
Reply from Smarkets
Hi Gary,
Thank you for leaving a review.
We understand processes like these can be frustrating and/or inconvenient, please accept our apologies, however they are a necessary part of our regulatory obligations.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Alice
Customer Support Team
It's a scam platform
It's a scam platform. It might let you use the platform for a few months but will then close the account and take all your money. I think the only good reviews are fake. It's impossible for anyone to rate this platform as 5 star! So many issues. the liquidity is poor and on a number of occasions, winning trades have been voided and money returned. I can't voice my frustration enough.
October 30, 2024
Unprompted review
Reply from Smarkets
Hi Renaud,
Thank you for leaving a review.
We understand processes like these can be frustrating and/or inconvenient, please accept our apologies, however they are a necessary part of our regulatory obligations.
Please do not hesitate to reach out to us via live chat or email on support@smarkets.com if you need any assistance or if you wish to pass on further feedback.
Wishing you a great rest of your day.
Kind regards,
Alice
Customer Support Team
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