Complaint #36 Ladbrokes Casino

Verification joke / rogue behaviour

By JCprot

10 years ago

Message on forum

So I've been a member here 6 years and had no issues previously, I've been a VIP member for sometime now. Then recently I was offered my weekly VIP 50% cashback promotion (via email) which they decided to renege on at managements decision (no reason given). Annoying and worthy of a complaint itself but I am taking this further with them to see if they will actually honour it (given it a clear bait email)

When I received the email for them deciding to go rogue on this specific bonus payment. I decided to withdraw my entire balance just short of 4 figures. They sent me an email asking for ID (yep - after 6 years)

So I sent off my ID (which has been accepted by many other casinos / banks for mortgage applications. Has never been rejected) - I get an email back a few days later that its "not clear enough", I thought this is bizarre but whatever - - made sure it was clear and sent it again - again they email back a few days later saying "not clear enough", I'm starting to get a bit annoyed now so sent them through two different photos (again all details on the ID perfectly clear and legible) of both my drivers licence and passport - again they email back a few days later saying its "not clear enough". I'm incredibly peeved at this point so I got my camera (iphone 6) and made sure it was absolutely perfect in focus in a perfectly lit room so there was no glare etc. Unbelievably - they email back (4 days later): Management cannot authenticate this please send through a clear copy

Now I've rechecked this and it cannot be any clearer. I'm at a loss as to what else I can do and Ladbrokes are just standing behind this abhorrent stance that literally anything I send through is unclear / their unable to authenticate. It is in absolute perfect focus and uncropped raw file. I'm fed up this merry go around and am slightly concerned what on earth they are playing at with so many different copies of my ID (all that could be used to open a mortgage but not to withdraw my money apparently!)

I hope askgamblers can ask Ladbrokes to see sense as is seems other are receiving the same treatment but I'll be putting a IBAS adjudication form in next week as its beyond a joke and bordering of rogue practice now

Disputed Casino Ladbrokes Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

10 years ago

Based on the player's last post we consider this case as resolved and officially closed.

JCprot

10 years ago

Just to say this was resolved yesterday. I fired Ladbrokes a warning email and they replied saying that actually they would in fact accept my last ID. Still an unbelievable process that would certainly make me think twice before recommending anything to do with Ladbrokes

Ladbrokes Casino Complaint Stats

Resolved 20 / 43

Avg. Amount $2,379

Avg. Complaint Duration 9 days

Avg. Response Time 3 days

Ladbrokes Casino Complaints

See all complaints for this casino

Missing funds

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

Unresolved

£4,500

Closed account

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

Unresolved

€411

Bonus win not paid out due to mistake?

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

Unresolved

£100

System error causes only winning bet to be rejected

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.

Resolved

£444

The Game crashed, the money is lost

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!

Unresolved

€173

Withdrawal not processed despite being told it was

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.

Resolved

Won't help investigating further a frozen game bonus feature round on Dragons Rising slot

I had been playing dragons rising on 10/01/18 when I got a bonus I played half way through and I got a visitor so I didn't pick up my phone until later that day , when I tried to play again the bonus finished but never paid out I received an error message asking me to contact customer support which I did after several attempts to restart the game , I was told there was no game in play and I should try deleteing my cookies and or trying on another device all of which I did and the game was still there Frozen so I contacted customer service again , again I was told there's no game in play so again I left it hoping it would solve itself I made another complaint yesterday after attempting it again and tried again today as you can see from my screenshots the game is still there I'm very frustrated with ladbrokes as I've sent several screenshots and I keep getting the same reply - there's no game in play without any sort of explanation as to what has happened . Please help ! It's my favourite game to play I've had no trouble playing this on gala casino so it's not a problem on my end .

Unresolved

Applying different bonus wagering requirements than advertised, refusing to solve the issue in a timely manner

I deposited into my Ladbrokes account on 07/12/17 and received a popup for me to either accept or decline a Casino bonus of 75% with 15 times wagering. At first I declined this as I was taking part in another offer involving the game Genie Jackpots. Once I completed that promotion I redeposited £90 and accepted the Casino bonus with 15 times wagering. I received the bonus of £67.50 but upon checking the wagering it said I had to wager £3105, which is a lot more than what I accepted (15 times). I contacted Live Chat as soon as I saw this and explained the situation, I was told it would be escalated and passed on to the relevant department and I should receive an e-mail within 24 hours after they have sorted the issue. I waited over 24 hours and after receiving nothing and wagering was still £3105 I contacted Live Chat again. I received the same reply that it would be passed on and to wait 24 hours. I again did this and received nothing again. So I contacted Live Chat again, and after explaining the situation for a third time I was told it would definitely be sorted within 24-48 hours and I would receive an e-mail. I do have screenshots of this Live Chat session. Now 48 hours have passed and again I have received no e-mails and the issue still hasn't been sorted. I've contacted Live Chat again tonight, I was just told the bonus has been issued and then they ended the chat. I contacted them again and was told it is 46 times wagering and that's it. I said I wanted to take the issue further as it was clearly false advertising. I was then told they will pass it on to the relevant team and it can take 72 hours for a reply. It is like I am going round in circles with every contact to Ladbrokes live chat. Each time getting a very similar reply and nothing about the issue being sorted. I have to explain each and every time regarding the issue so it doesn't look like anything is being logged on my account. So now I would like to make this complaint as i'm not happy that I accepted an offer for 15 times wagering and to be given 46 times wagering. Live Chat also asked if I had screenshots, but this was a popup when I deposited and not something you think of doing when you deposit and accept an offer.

Unresolved

Withdrawal troubles

Hello. I’ve been trying to withdraw funds from my Ladbrokes online account in branch today (10th Oct) after being told by an agent on live chat last night called Jeffrey that I could with just a driving licence. After 2 trips into my local Ladbrokes shop in Macclesfield, on my half hour lunch and an hour after work, I went to try and withdraw my winnings but was told there was an issue and they would ring up. Myself and Peter (member of staff) we’re on hold twice totalling around 1:14 minutes on my lunch and after I finished work after getting through to an agent twice but not coming back with a response. After waiting so long I gave up and left the shop not having any answers to what the issue was, Peter in his owns words said - ‘i’d send them a strong worded email if I were you’. I’ve never had any issues withdrawing before, including £900 last month, and was told last month that I was fully verified and again on chat last night Jeffrey told me I could withdraw from the shop with my driving licence, I even took a bank statement and my debit card used for identity purposes. A few days later, I’ve now been waiting since the 9th (now the 12th) with my withdrawal in the pending position despite sending - Driving Licence, Bank Statements, Debit Card proof etc. After being passed around and being told different bits of information from different agent, I’m starting to lose patience. To add to insult, I was also asked during the verification, as well as sending proof of my card that all my deposits have come from, to supply proof from a card that I’ve never used to deposit with Ladbrokes. As soon as my withdrawal is processed I shall be closing my account and taking my business elsewhere. Seriously need some different/more staff on the phones and on live chat who have up date information regarding your concerns. Here’s to hoping my withdrawal will be processed soon.

Unresolved

£900

Would not process my winnings nor say why!

I opened a new account and deposit £240 total and won £1502. I have tried to get this withdrawn and all it says is pending... i called up they said i am verified and everything is in order so they asked me to send in oicture of my card back and front allong with id. I did send them this and have heard nothing back they take about 30 mins to answer phone and when they do they say they could not do anything they keep emailing the relevent department to release the funds but they are not reaponding. My only advice to people is do not join this company especially if you are a new account and u win a big amount they will try everythingg not to pay you as it is obvious what is going on with my case atm. I have an option to cancel the withdrawal loool and carry on playing basically. I am going to wait a couple more days then basically file a complaint and then if no resolution take it to regulators.. i will even take it to court, i would spend more rather then have these crooked people get away with it.

Unresolved

£1,502