Ladbrokes Vegas Casino - Long verification, Been Given Confusing Information

RESOLVED
posted on December 3, 2015.

Opened an account with Ladbrokes Vegas at the start of last week and after winning £2000 I attempted to withdraw the money on the 24th of November.

The following day I received an email asking for my verification documents. I happily supplied these and was told by an online chat worker that my account should be verified within 72 hours. On the 28th I sent an email off asking what was going on with my account as the 72 hour period I was quoted had passed.

Again on the following day I was sent an email stating that I had made a mistake with the front of my card image and would need to resend the front with the correct part of the card showing. This was fair enough as it was my fault sending the wrong image.

On the 1st I received an email stating my account was fully verified. I decided to confirm this with one of the online chat staff who informed me they were still waiting to receive the relevant documents? I also phoned the helpline and was told they had received the documents and are verifying them? Though all members of staff have been helpful, I cannot understand nor was given a sensible reason to why I am told in the email on the 1st that my account is fully verified, while the other members of staff are telling me my account is still being verified?

I accept complete responsibility that I made a silly mistake with the front image of my card, this was complete my fault, but I don’t understand why I was emailed on the 1st to be told my account is fully verified and then told this is not the case? I sent the correct card image of on Sunday the 29th and was told on the 2nd of December I was fully verified, but this is not the case.

I was also quoted again the 72 hour time period to hear back from the relevant team, so I emailed yesterday asking how my verification is going as I want to carry on depositing and playing, but this is not something I’m willing to do while my account is waiting the never ending “verification”. Also, if they’re so concerned about checking my identity how come I was allowed to deposit £10 the other day.

I’m seriously concerned they just don’t want to pay me the £2000. They would have had most of it back by now if they hadn’t tried to stall me. I received an email response to my query from yesterday this morning saying the same generic it’s with the relevant department and they will get in touch with you, with no mention of it having passed the supposed 72 hour time limit.

posted on December 4, 2015.

Been contacted by a manager who informed me that because I took a small bonus when I started playing I wasn't allowed to bet more than 30% of the bonus. My response was in a long conversation had with an online rep where I made it perfectly clear I was a new gambler and unsure that they never once mentioned this to me. He assured me he will get back to me when he knows anything.

posted on December 8, 2015.

Hi chris211313,

We are waiting for the requested documents that you have been asked to send by email on the 6th of December.

We are sorry we are replying this late but the process has taken a bit longer than usual.

Sincerely,
Ladbrokes Casino Support Team

posted on December 8, 2015.

Hi Ladbrokes,

I sent the documents off yesterday morning, so I await to hear back from the revelvant department.

Thanks,

Chris

AskGamblers
posted on December 12, 2015.

Any update regarding this complaint?

posted on December 12, 2015.

Still waiting for the documents to be verified.

posted on December 16, 2015.

Hi chris211313,

We understand that on the 13th of December the issue has been finally solved.

We wish you the best.

Sincerely,
Ladbrokes Support Team.

posted on December 16, 2015.

Yep, this issue has been resolved. Thanks for the help.

AskGamblers
posted on December 16, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.