Ladbrokes Casino - Verification takes a lifetime

RESOLVED
Jade van Hasselt Netherlands
posted on January 17, 2016.

When I wanted to make a withdrawal, I was asked for a copy of my drivers licence/ID-card and a proof of address. I think that was a fair question so I did send the required documents. First, the photo's of my drivers licence were not clear enough:

We would like to inform you that we have received the copy of your ID. We appreciate your effort in sending us your documents.
Please be advised that this document did not pass our security checks because it was too dark thus, we cannot verify the authenticity of the document. We kindly request you to send us a clear, full and photographed copy of your ID and proof of address for us to verify your account. We suggest that you take a photo of the documents with a high resolution camera and taken in a well-lighted area. To verify your address, please provide us with a color copy of any of the following documents as long as they are in your name and match the address on your Ladbrokes account.

The question looked oké to me, despite that I had never a problem like this before with these pictures, so I took another picture of my drivers licence in a light area and received this message:

We have received the copies of driving license and proof of address you have sent and saved them in a secured file. Regretfully, these did not pass the security standards as the copy of your driving license is still a bit blurry so we can't see some of the details clearly while with the copy of your proof of address, we cannot verify its authenticity.

After this, I did send 4 photograps of my drivers licence extra plus a utility bill and received this email:

We have received the copies of ID and proof of address you have sent and saved them in a secured file. We're pleased to inform you that your ID has passed validation and your account has been updated partially. Regretfully, the copy of proof of address did not pass the security standards as we do not accept online documents as we cannot verify its authenticity.

I do not receive utility bills, payslips or certifications of my bank by post. Everything goes online so I do not have a fair opportunity to verify my account. I opened a chat conversation but the worker said they do only agree with one of these documents, while they were PDF documents. I did send them all the utility bills that I have but they still did not want to verify my account.

I did won a few hunderd euros which were on my account a couple of days. I decided to play with my money because in my opinion, Ladbrokes makes it as hard as possible to pass the verification test so they earn more money. I would not recommend this casino to anyone

posted on January 20, 2016.

Hi Askgamblers,

We couldn't found that player .

We will like to solve this issue but we don’t have enough information to locate his account .

Please give us the(on email) the player user name or Email .

Sincirely,
The Ladbrokes Support Team

Jade van Hasselt Netherlands
posted on January 20, 2016.

That is because I asked Ladbrokes to close my account because of my complaint. The chat-worker asked me why I wanted to close my account. When I mentioned the complaint above, he just said: Oke, I will close your account. My game-name is amber2210. I am sure thats not hard to find.

AskGamblers
posted on January 23, 2016.

Dear @fb_10­201­248­195­643077,

Any update regarding your complaint? Thank you.

posted on January 24, 2016.

Dear @fb_10­­20­1­2­48­­195­­64­3077,

We saw that your account is closed and we respect your decision.

Should you want to reopen it again, please note that you should send us a picture of a paper copy of any utility bill or a document which contain both – your name and billing address.

Sincerely,
Ladbrokes Support Team

Jade van Hasselt Netherlands
posted on January 26, 2016.

Of course I am not willing to re-open my account, I will face the same problems I had before, I did send Ladbrokes all my utility-bills, a bill of my insurance and a bill of public transport. All with my address on it, but nothing works. That was my problem and that is why I, after sending Ladbrokes in total 16!! documents, closed my account. That is the same reason why I think Ladbrokes makes it as hard as possible to pass the verification test, to earn more money. Thanks for your reply but it only says I will face the same problems when I would like to re-open my account. Thanks.

AskGamblers
posted on January 30, 2016.

Based on everything stating above we consider this complaint resolved. It's a player obligation to provide required documents for verification process which is a industry standard. Casino acted upon their terms and conditions.