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
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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.
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.
the new site is fundamentally flawed
the new site is fundamentally flawed , the graphic presentation shows no usable data and takes out market depth which is useful , analyse the screen and most of the mrket page has nothing useful to do with that market
21 January 2026
Unprompted review
Reply from Smarkets
Hi There,
We are sorry that you are experiencing this on our new platform.
We are constantly working to improve our platform for our clients.
Please contact us via email with your feedback and the relevant department will have a look at this for you.
Previously would have been five stars
Previously would have been five stars. But on the new design of the website I can see about 10% of the information I used to be able to see. Used to be able to see odds at a glance, now it's just a workout for my finger as I endlessly scroll to see all the things that used to be on a single screen. So user unfriendly. Why make the website worse?
And it doesn't actually look aesthetically better either.
20 January 2026
Unprompted review
Reply from Smarkets
Hi Colin,
We are sorry that you are experiencing this on our new platform.
We are constantly working to improve our platform.
Please contact us via email with your feedback and the relevant department will have a look at this for you.
I signed up and paid €140 to create a…
I signed up and paid €140 to create a business profile on this platform. After creating the profile, I tried to make changes so it better reflected my business concept. Only afterwards was I informed that these changes were considered “material” and not allowed.
This restriction was not clearly explained at the time of purchase. Once payment was made, a paywall kept appearing, which prevented me from properly editing or correcting my profile. As a result, I was locked into a profile that no longer represented my intended business idea.
I contacted support and was told I would need to create a completely new profile instead of editing the existing one, despite having just paid. I have requested a refund within the 14-day cooling-off period and am waiting for this to be resolved so I can start again correctly.
The platform may be useful, but the process around edits, paywalls, and clarity before payment needs to be much more transparent. Be very sure you fully understand all restrictions before paying.
16 January 2026
Unprompted review
Reply from Smarkets
Hi Simon,
We are sorry to hear about your experience.
Please email us at support@smarkets.com so we can look into this for you.
The worst exchange and their customer…
The worst exchange and their customer service will treat you as as criminal. Stay away from them. Liquidity is poor anyway on the platform.
2 January 2026
Unprompted review
Reply from Smarkets
Hi Abed, we are sorry to hear about your experience. As a regulated exchange, we are legally required to perform strict verification and security checks to keep the platform safe; this is never intended to be accusatory.
We are constantly working to improve liquidity across our markets and would value the chance to review your specific case. Please email us at support@smarkets.com so we can look into this for you.
Utter garbage
Utter garbage. Just training at .10-50 below betfair to lay your bet off at a higher price and nick your money. Not an exchange at all a bookmaker. 100%
28 December 2025
Unprompted review
Reply from Smarkets
HI James, we’re sorry to hear you feel this way.
Smarkets is a peer-to-peer betting exchange, not a bookmaker.
We don’t take positions against customers or “lay bets off” ourselves. All prices on the platform are set by users, and differences versus other exchanges, are driven by liquidity, timing, and user activity, not by us trading against you.
If you noticed prices moving after you placed an order, that’s typically the market reacting or other users matching available liquidity. We charge a transparent commission on net winnings and have no incentive to manipulate prices.
If you have a specific example you’d like us to look into, please contact our support team via email at support@smarkets.com and our team would be happy to review it for you.
Absolutely appalling
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 documentation has been sent numerous times and they are claiming they can't open a pdf file! Other friends/family can open the file - it's an absolute disgrace. Next step will be legal advice.
24 December 2025
Unprompted review
Reply from Smarkets
We’re very sorry to hear about the frustration you’ve experienced. We understand how inconvenient this must be, especially as a long-term customer. Our documentation requests are in place to meet regulatory and security requirements, but we want to ensure the process is as smooth as possible.
We’d like to resolve this promptly. Please contact our support team directly at support@smarkets.com with the email address associated with your account, and we’ll work with you to review the files and get your issue resolved.
I had been a loyal customer of Smarkets…
I had been a loyal customer of Smarkets for years without any issues, but my experience has recently taken a sharp turn for the worse. Out of the blue, they began demanding extremely intrusive information from me, going far beyond anything that felt relevant to gambling or account security. The questions delved far too deeply into my personal life and financial matters, and it felt uncomfortable and unnecessary.
I fully understand that betting companies have to comply with rules and regulations, especially around verification and responsible gambling. However, Smarkets seem to take this to an excessive level. The nature and depth of the information they requested felt disproportionate and invasive, with little regard for customer privacy.
What was once a platform I trusted and enjoyed using has now become a source of frustration and disappointment. Long-term customers deserve better communication and more respect for personal boundaries. Sadly, this experience has completely eroded my confidence in Smarkets.
22 December 2025
Unprompted review
Reply from Smarkets
Hi Darren S, we’re sorry to hear about your experience and appreciate you taking the time to share your feedback. We understand that requests for additional information can feel intrusive, particularly for long-standing customers.
However, as a licensed operator, we’re required to carry out certain checks under regulatory and responsible gambling obligations, and these requirements can change over time.
We aim to handle all requests with care and respect for customer privacy, and we’re sorry if this process felt frustrating or disproportionate. If you’d like us to review your situation further or clarify why specific information was requested, our support team would be happy to help. We value your time with us and appreciate your honesty.
I am using several years now
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
10 December 2025
Unprompted review
Reply from Smarkets
Hi Ninja, We’re sorry to hear about your experience and appreciate you being a long-standing customer. Document requests are sometimes required for regulatory and security reasons, and while these checks are ongoing, access to certain features, including login and live chat, may be temporarily restricted. We apologise if communication has not been as clear as it should be. Please contact our support team via email at support@smarkets.com using the registered email address, and they will review the status of your verification as soon as possible.
They deserve less than zero you can see…
They deserve less than zero you can see why betfair are so far ahead of them. They suddenly ask for bank statements just to add a debit card but cant tell you why they never required it before sham of a company.
25 November 2025
Unprompted review
Reply from Smarkets
Hi Honey Honey, thanks for sharing your feedback, and we’re sorry to hear about your frustration. We understand how inconvenient it can be to be asked for additional documents.
Verification requirements can change based on account activity or regulatory checks, but this is always explained why it has been requested and we apologies if this was not communicated clearly.
If you still need help completing the verification or want clarification on the request, please reach out to our support team at support@smarkets.com using your registered email address and we’ll be happy to look into your case.
Thank you for taking the time to share your experience.
I absolutly love smarkets.
I absolutly love smarkets.
It is one of the most fun betting site that I know.
Love that you can lay multiples.
Customer service have always sorted me out promptly when on the odd occasion i've need to contact them.
22 November 2025
Unprompted review
Reply from Smarkets
HI Gery, thank you so much for your kind words! We’re thrilled to hear you’re enjoying Smarkets; The lay multiples, and our customer service. We’ll keep working hard to make your experience even better and more fun!
(DO NOT USE)Had the account for 3…
(DO NOT USE)Had the account for 3 years, lost about £4000, that’s not the issue, the issue started when I won, had 3 previous cards that had deposits totalling the 4000. Cards expired and accounts shut, when I went to withdraw to my new card it said I need to withdraw to all cards to level net deposits before new one. They would not remove cards without statements which were too old to obtain. Took a week of the same response. Had no choice but to close the account with £1559 in. Please please avoid this firm, liquidity is poor anyway
15 November 2025
Unprompted review
Reply from Smarkets
Thank you for sharing your feedback. We’re very sorry to hear about the difficulties you’ve faced with withdrawing funds after card changes.
Our verification and withdrawal processes, including the closed-loop card policy, are in place to comply with legal and regulatory obligations and to keep accounts secure. We understand this can feel frustrating, particularly when previous card statements are unavailable, and we apologize for the inconvenience it caused.
If you still need assistance accessing your remaining funds, please contact our support team on support@smarkets.com using your registered e-mail address so we can review the situation and help resolve it.
Great betting app
Great betting app. Tons of markets, great UI, fast deposits and withdrawals.
Had an issue, went to live chat and it was sorted within 5-10 minutes.
Great experience so far!
21 October 2025
Unprompted review
Reply from Smarkets
We’re glad to hear you’re enjoying the wide market selection, smooth interface, and quick payments. It’s also great to know our live chat team could jump in and resolve your issue right away, that’s exactly the experience we aim for.
If you ever have suggestions or need anything else, Do not hesitate to contact us via live chat or via email at support@smarkets.com
Helpful live chat support on SBK side…
Helpful live chat support on SBK side of platform. Very quick response and timely actions
16 October 2025
Unprompted review
Reply from Smarkets
Hi Kayt, thank you for your kind words! We’re thrilled to hear that our live chat support was helpful and responsive. Your feedback means a lot and motivates our team to keep providing timely assistance.
Absaloutly shocking company
I have been using my new debit card for 16 months with smarkets.com as I lost my old debit card 16 month's ago.
Smarkets.com have been letting me deposit money with my new card for over a year now.
But now I want to withdraw money from my account it won't let me because I have 2 debit cards on my account. I contacted support at smarkets.com 2 weeks ago asking them to remove my old debit card as it wasn't giving me the option to remove it myself.
They asked for bank statements from my old card bearing in mind it was lost 16 month's ago.
I've supplied the statements also photo's of my new card and still no reply.
They keep saying the relevant department will get intouch with you but I've heard nothing.
I would strongly recommend to anyone keep well away from smarkets.com they are a really shocking gambling sites to deal with look elsewhere.
8 October 2025
Unprompted review
Reply from Smarkets
Hi Trevor,
First of all, we are sorry to hear that you had this experience with us.
Please reach out to us directly at support@getsbk.com so our team can assist you with your promo and account concerns.
Your feedback is valuable, and we’ll use it to improve both our promotions and service.
Don't trust them
Needed to change a lost card refused to delete the card so I couldn't get my money back they have kept my money no contact at all reach out they are having a laugh read other reviews all the same you got my address just send my money you muppets
24 September 2025
Unprompted review
Reply from Smarkets
Hi Raymon,
First of all, we are sorry to hear that you had this experience with us.
Please reach out to us directly at support@getsbk.com so our team can assist you with your promo and account concerns.
Your feedback is valuable, and we’ll use it to improve both our promotions and service.
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