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Ladbrokes Casino - Verification joke / rogue behaviour


Complaint Info

Disputed casino

Ladbrokes Casino
Posted on February 2, 2016

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

Posted on February 2, 2016

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

Posted on February 5, 2016

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