Not Honoring Its Own Self Exclusion Policy

I would like to file a complaint against Ladbrokes Casino regarding two withdrawals that I have still not received.

The withdrawals are for £2,700 and £1,600. Ladbrokes is telling me that the withdrawals were already sent, but the money has never arrived in my bank account.

I have contacted my bank and asked them to investigate the transactions. I have also provided Ladbrokes with my bank statements three separate times as proof that the funds were not received.

Ladbrokes told me that they would investigate the matter and provide me with an update within 24–48 hours, but I never received any meaningful update or resolution.

I also contacted my bank and requested proof/information regarding the transactions. The bank checked the relevant ARN numbers and confirmed that there are no corresponding incoming transactions showing on my account.

I have repeatedly contacted Ladbrokes through Live Chat, but unfortunately nobody is taking responsibility or providing me with a clear answer. I keep being told that the withdrawals were processed, while my bank confirms that the money has not been received.

At this point, I have provided all the evidence requested from me, including my bank statements, and I have cooperated fully with their investigation. However, I am still missing £4,300 in total.

I would appreciate it if AskGamblers could assist me in resolving this issue and help determine where these funds are and why Ladbrokes is claiming that the withdrawals were completed when my bank has confirmed that they were not received.

I am happy to provide screenshots of my conversations with Ladbrokes, the withdrawal details, bank statements, and any other evidence required.

Thank you for your assistance.

I requested a withdrawal of £4,500 from my Ladbrokes Casino account.

Ladbrokes confirmed that the payment was processed and sent. However, the funds were never received in my bank account.

I contacted my bank (Monzo), and they provided official written confirmation stating that the payment was not received and not credited to my account. The letter also includes the ARN (Acquirer Reference Number) related to the transaction.

This confirms that the issue is not on the bank’s side. Despite this evidence being shared with Ladbrokes, the matter has not been resolved, and the funds have not been resent or credited back to my account.

I have attached all supporting documents, including the Monzo bank letter and transaction details.

I am requesting AskGamblers’ assistance to help resolve this issue and ensure the missing withdrawal amount of £4,500 is either reprocessed or returned to my account as soon as possible

Hello, I apologize for sending in another language, I will now submit a complaint again, with the help of the gentleman, maybe you will accept my complaint request on the online bookmaker ladbrokes, be, for the reason that I had 1911 eur in my account my gaming account and I withdrew 1500 eur to my skrill bank account, after that the betting house blocked my account for no reason or asked me for a million documents, I sent the documents and after that I did not receive any reply from lor, please help me to return 411 eur, as I, as a player, have not broken any rules! please help me dear, I don't have time to call

I have used Ladbrokes for a while now and enjoyed it. on the 12/12/2022 I won 100 pounds on a free spin on the daily wheel. I was made up. I took a screenshot to show my father and just in case I had any issue. It said I won and money will be deposited into my account I recently lost about £100 so as you can imagine I was made up only to realize they hadn't put it in my account. I sent a msg and was told this is a common mistake in are system I couldn't believe it as they don't make mistakes taking my money but when comes to giving I guess it fine to reject when you feel like it.

Maybe I haven't gambled enough to justify a free win I don't know but I think this is extremely upsetting and if they choose to delete me as a customer that's fine I just thought for once I was lucky but of course life don't work like that. Merry Christmas I'm sure you desperately needed that £100 I have never in my life made a complaint but I felt I had too this time I have never had any problem with any other betting site just think it's morally wrong to say you have won and then say sorry it was a mistake or accident they make millions of pounds everyday. is this normal practice? I wouldn't mind but having lost my job it would of really helped anyway I'm not calling Ladbrokes or any one just felt the need to share my story I have proof from screenshot but it just shows my name and the info saying I had won.

This msg saying I won magically disappeared from my inbox so I guess I was lucky to take pic even though customer service didn't care at all that I had proof so unlucky

Hello, so on 21/10/2022 I was playing roulette at exactly 4:17 and I placed 3 25 pounds bets on the numbers 20,1,14. The second the number came in my bet was rejected and I have kicked out of the game. Whilst this was all happening I looked down at my balance and for whatever reason it was 0 which obviously means that whatever error ladbrokes had on their end it completely wiped out my balance and was rejected on evolutions end because of insufficient funds. Below I will attach the screenshots of what exactly happened and how the customer support agent clearly can see on his end the bet was rejected which he claims was because of an unstable connection. However when I confronted him about my balance being wiped from what was initially 519 then suddenly to 0 he couldn't come up with a justifying reason and blamed it on my connection and said that's just how it is. The last time I checked 519 minus 75 is not 0. So again I would like to clarify that bet was obviously rejected on evolutions end not because of any sort of connection it was because of insufficiency of funds you can clearly see that the website glitched and completely removed my balance hence the rejection of the bet. On the transaction history the time will be stated 5:16 because again for another odd reason the time is 1hr ahead on the website. The transaction history doesn't show the rejected bet but it shows my initial balance and how I couldn't play for about 10 minutes because my balance was 0. I'm also going to provide additional proof of my chat with the agent and also a screenshot of how exactly at 4 17 my balance was wiped out and put to 0 then returned after my only winning bet was rejected.

I was playing instant bingo on your app and I won around 173 euro! I was continuing to play and next thing the game crashed and when I reloaded it and went back on all my money was gone! I had tried messaging Ladbrokes directly & have been no help whatsoever just blowing off the situation with no resolution! I’m not one to complain but I won’t be letting this go!

Their game crashed and sent me back to the Home Screen & as a result lost my money which is not my fault! They say they don’t see any irregularities but they definitely should as the game literally crashed!! Will be taking it further and letting all social media platforms know about this issue!

I won money Thursday evening on ladbrokes casino. I clicked withdraw and I am verified (email to support same). This morning I contacted the chat service online at ladbrokes and asked how long my withdrawal be. The support agent John told me that it was already processed and on its way to my bank account.

I looked in the afternoon and i see that it is still pending with an option to reverse. I went back on chat and got a different reply when asking about my withdrawal. I was then told it would be released today, despite being told it was released.

I can't enjoy my win with all this hassle. I mean 2 agents and 2 different answers and withdrawal still pending.