SBK レビュー 276

SBK からの回答

2026年3月4日

Thank you for bringing this to our attention. We’re very sorry to hear about your experience and understand how concerning it must be to receive emails about an account you did not open.

Please be assured that we take reports of potentially fraudulent activity extremely seriously. If an account has been opened using your details without your knowledge, our Security and Compliance Team will investigate this as a priority and take appropriate action, including suspending the account while we review the matter.

I am afraid that we do not offer support via phone. We would encourage you to contact our support team directly at support@getsbk.com with the subject line “Fraud Investigation, Urgent” so we can locate the account in question and resolve this for you as quickly as possible.

We are fully licensed and regulated, and we are committed to operating transparently and in line with all regulatory requirements. We hope to resolve this matter promptly and restore your confidence in our service.

SBK からの回答

2026年2月26日

Thanks for taking the time to leave a review. We’re really sorry to hear that you were disappointed with your experience.

We completely understand how frustrating it can feel when a bet doesn’t settle the way you expected — especially on player markets. Our rules around player participation (including bets standing if a player comes on as a substitute) are outlined in our terms and are applied consistently.

We certainly would never want to lose a customer over a €100 bet, and it’s not about avoiding payouts; it’s about applying the same rules fairly and consistently to all bets placed.

If you’d like us to take another look at your specific bet or talk it through in more detail, please reach out to our support team with your account details, and we’ll be happy to review it with you.

Thanks again for your feedback; it genuinely helps us improve.

SBK からの回答

2026年2月20日

We’re sorry to read about your experience and understand how frustrating an account review can feel — especially when it follows a withdrawal.

Account reviews are sometimes required as part of our regulatory and security obligations. These checks can take place at any stage of a customer relationship and may involve requesting documentation to verify source of funds or third-party transactions. We appreciate that this can feel intrusive, but these processes are in place to ensure we meet our legal responsibilities and protect both our customers and the business.

We never request information without a regulatory basis for doing so, and we do not restrict access to accounts without reason. That said, we recognise that delays in communication can add to the frustration, and we’re sorry if our response times haven’t met expectations.

If you’re willing, please contact our support team with your account details (quoting this review), and we’ll ensure a senior member of the team looks into your case as a priority to provide clarity on what’s required and why.

We genuinely value feedback and are committed to resolving matters fairly.

SBK からの回答

2026年2月17日

We’re very sorry to hear that your experience has continued to be frustrating, and we completely understand why you’re upset. Eight weeks without a response is far below the standard we aim to provide, and we apologise for the delays in handling your complaint.

Regulatory complaints are taken seriously, and we do have a dedicated complaints team. Occasionally, high volumes or missing information in the submitted forms can extend the review process — but we acknowledge that communication should be clearer throughout, and you shouldn’t be left waiting without updates.

To resolve this as quickly as possible, please resend your complaint with the subject line “Trustpilot – Urgent Complaint Review” to support@getsbk.com including your full name and any previous reference numbers. We will escalate it directly to a senior member of the team to ensure it’s addressed without further delay.

We truly regret that your experience has left you feeling this way, and we are committed to making sure your case is reviewed properly.

SBK からの回答

2026年2月17日

We’re very sorry to read this and understand how concerning it must feel to lose access to your account while funds are pending.

We want to reassure you that we do not hold customer money without reason. In some cases, accounts are temporarily restricted while mandatory verification checks are carried out. These checks are part of our regulatory obligations and are designed to protect both customers and the platform.

If verification hasn’t been completed, it’s usually because additional information or documentation is required, or the documents provided didn’t meet the required criteria. When an account is restricted, login access can sometimes be limited until those checks are resolved.

That said, we completely appreciate how frustrating this is — especially if you feel you haven’t been given clear guidance on what’s needed.

Please email us at support@getsbk.com with the subject line “Trustpilot Review – Verification” and include your full name and registered email address. We’ll ask a senior member of the team to review your case urgently and provide a clear update on the next steps.

We’d really like the opportunity to resolve this for you as quickly as possible.

SBK からの回答

2026年2月17日

We’re sorry to read how frustrated you’re feeling — especially if you believe your emails haven’t been answered. That’s certainly not the experience we want any customer to have.

We can assure you that we do not withhold or “steal” customer funds. As a regulated operator, we are required to follow strict compliance and verification procedures before processing certain withdrawals. Where there are delays, they are typically linked to outstanding checks or required documentation.

That said, three weeks without clear resolution understandably feels unacceptable from your perspective. We’d genuinely like the opportunity to get this resolved for you as quickly as possible.

So we can locate your case immediately, please resend an email to support@getsbk.com with the subject line “Trustpilot – Urgent Review” and include your full registered email address and date of birth. This will allow us to escalate directly to the relevant team for priority review.

You are, of course, entitled to contact the regulator at any time. However, we’d much prefer to resolve this directly with you and provide clarity on your account status and any outstanding steps.

We look forward to getting this sorted for you.

SBK からの回答

2026年2月15日 に更新

HI Matthew, We hear your frustration, and we sincerely apologize for the silence. It sounds like you’ve hit a 'double wall', a technical bug on our verification page combined with a delay in our support response. That is not the experience we want for our users.

Since our standard email channel hasn't worked for you, please try via live and mention this review. We have alerted our technical team to the verification page issue you described, and we want to manually verify your account as a priority so you aren't 'stuck' any longer.

SBK からの回答

2026年2月15日

Hi Calum, thanks for taking the time to update your review.

We’re very sorry to hear that your account is still showing as suspended and that our previous communications haven’t resolved the issue, we understand how frustrating this must be.

Account verification can sometimes take longer than expected, but we want to get this sorted for you as a priority. Please email our support team again at support@getsbk.com with your account details and reference your previous correspondence so we can escalate this directly and provide a clear update on your funds.

We appreciate your patience and are committed to resolving this for you as quickly as possible.

SBK からの回答

2026年2月15日

Hi David, we’re sorry to hear about the lag and the issue with your free bet. We certainly don’t want our software feeling like a throwback to the 80s, and we'd like to get this fixed for you.

We cannot resolve these specific account or promotional issues from this platform due to security and verification purposes. Because Trustpilot is a public forum, we cannot safely access your private account details or verify your opt-in status here.

To get this resolved, please send an email to our support team with the subject line 'PROMO & TECH ESCALATION'. This will allow our team to securely investigate the technical performance and manually verify your promotional eligibility as soon as possible.

SBK からの回答

2026年2月17日

We’re really sorry to read about your experience, and we understand how frustrating this situation must feel — especially after a significant win.

First and foremost, account suspensions related to verification checks are never triggered by a customer winning. As a regulated bookmaker, SBK is required to carry out verification and compliance reviews at certain times, which can sometimes include additional checks — even for long-standing customers. These processes are part of our legal and regulatory obligations and are not connected to the outcome of any individual bet.

That said, we absolutely appreciate that the timing and the lack of communication you’ve described would feel concerning. A week without a clear update is not the level of service we aim to provide, and we’re sorry if you’ve felt left in the dark.

Once documents are submitted, reviews are handled by our verification team as quickly as possible, but in some cases they can take longer depending on volume and the nature of the checks required. We agree that clearer timeframes and communication make a big difference, and we’ll be feeding this back internally.

If you’re still awaiting an update, please email us at support@getsbk.com with your full name and the subject line “Trustpilot Review” so we can escalate this for you and ensure it’s looked at as a priority.

We do not withhold legitimate winnings, and once verification is complete, access to the account and any withdrawals will be processed accordingly.

Thank you for your patience, and again, we’re sorry for the frustration this has caused.

SBK からの回答

2026年2月15日

Hi Kapz, thank you for your review. We hear your concerns and apologise for the lack of communication. We know that a week is a long time to wait for a confirmation on your account status.

Due to essential security and verification purposes, we cannot access your private files or unlock your account directly from this platform. To protect your financial data, all account-specific resolutions must happen through our verified email support. Please send a new email to our team or reply to the last email received so we can look further into this for you and provide an update as soon as possible regarding your account.

SBK からの回答

2026年2月15日

Thank you for your patience while we work through a high volume of verification requests. We are sorry for the lack of updates over the past week.

For your own security and to meet our data protection requirements, we are unable to verify your identity or resolve account suspensions directly through Trustpilot. This platform is a public forum, and your financial safety requires that we handle sensitive documents only through our encrypted internal channels. We want to get this resolved for you as a priority. Please reply to your most recent email thread so it moves to the top of our queue, and a senior agent will provide a status update on your verification as soon as possible.

SBK からの回答

2026年2月4日

Hi Neil, We apologize if the terms of the offer were unclear. However, all our promotions have specific qualification requirements regarding odds, deposit methods, and bet types.

If these conditions are not met, the free bets are not triggered. This is an automated process based on the rules displayed in the offer description. If you would like to understand specifically why your bet didn't qualify, our support team is happy to explain the relevant term to you.

SBK からの回答

2026年2月4日

Hi Riki, We are genuinely sorry for the frustrating start. Wasting 20 minutes is not the experience we want for a new customer.

If the app wouldn't let you in immediately after signing up, it is usually due to one of two reasons:

Location: Our geolocation check couldn't confirm you are in a licensed area.

Verification: The system flagged your details for a manual security review, temporarily locking access.

We would love to fix this for you and get you set up properly. Please email support@getsbk.com with your details so we can see exactly what blocked the login and resolve it.

SBK からの回答

2026年1月28日

Hi Brian we’re really sorry to hear about your experience and the frustration this has caused.

Account verification is a regulatory requirement and, in some cases, additional checks can take longer than expected. That said, it’s not our intention for customers to feel passed between teams or left without clear updates.

We’d like to look into this properly and help bring it to a resolution. Please contact our support team via support@smarkets.com
with your account details, or reply to your existing support ticket so we can review what’s causing the delay.

Thanks for your patience, and we appreciate you taking the time to share this feedback.

SBK からの回答

2026年1月25日

Hi Mateusz,

We are sorry that you are experiencing this while using our platform.


Please contact us on support@getsbk.com the relevant team will be happy to help.

SBK からの回答

2026年1月25日

Hi David,

We are sorry that you are experiencing this while using our platform.

Please contact us via email support@getsbk.com and we will be happy to help.

SBK からの回答

2026年1月25日

Hi Craig,

We are sorry this is the experience you had using our platform.
Please contact us via email support@getsbk.com and we will be happy to help you with this.

SBK からの回答

2026年1月25日

Hi Conor,

We are sorry this is the experience you had using our platform.
Please contact us via email support@getsbk.com and we will be happy to help you with this.

SBK からの回答

2026年1月24日

Hi Marcel, we are sorry to hear you feel this way. We want to assure you that all our markets are regulated to ensure fair play, though winning is never guaranteed in betting.

Regarding withdrawals, if you are finding it 'impossible,' it is likely due to the mandatory Closed Loop policy we follow for AML (Anti-Money Laundering) compliance. This requires funds to be returned to the original deposit method. It is a legal security measure, not a tactic to stop you. Please contact support on support@getsbk.com or via live chat so we can guide you through the check and release your funds.