Frequently Asked Questions
General
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.
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.
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.
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.
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.
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 Customer Service Manager, Daniel Williams, 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.
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
We accept all major debit and credit cards, with the exception of American Express.
For those who prefer E-wallets, we also accept Neteller, Moneybookers, Entropay,
Click2Pay, Paysafecard, Ecocard and Ukash.
Your deposit, if successful, is processed immediately. If you perform the deposit
over the Internet then you will automatically be emailed confirmation of this.
The minimum you can deposit is £10. However, to qualify for a bonus, the minimum
deposit will be £25.
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.
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.
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.
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.
"Smart Gaming Limited"
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.
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.
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
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)
Yes. To enable cookies, please perform the steps below: 1. Click on Tools at the
top of your browser. 2. Click on Internet Options. 3. Click on Privacy. 4. Click
on Advanced. 5. Tick 'Override automatic cookie handling'. 6. Tick 'Always allow
session cookies'. 7. Click OK. 8. Return to www.smartliveCasino.com It is advisable
to reboot your computer at this point.
To use Smart Live Casino via the website you will need to install and run various
plug-ins, depending on your system set up: 1. 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. 2. 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.
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: 1. 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. 2. 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. 3. 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.
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.
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.