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  • Ladbrokes suspended my account a week ago and are witholding over £1,300 of my money!!

    Hi all, I am new here, I came across this site by searching google for answers and hopefully someone could help me here?

    I have had an online account with Ladbrokes for over 2 years, I also have their grid card (which I can use in shop to withdraw and get best odds on horses, as well as deposit to my online account). I have had multiple verification issues with them in the past, as well as a few other problems, but they have all been sorted.

    However, this issue that started on Friday 5th October neither me nor shop staff can resolve. Every Thursday if you stake £2,000 or more you get a free sports bet on the Friday. Well I staked more than enough to get it, Friday came and it didn't appear so we phoned support and was told it would be sorted by the end of the day.

    Fast forward to 4PM ish and I try to log in to see if my free bet has been credited, this is when I find it tells me my account has been frozen, please contact customer services to sort this. Needless to say I phoned and got through to the gold team (I am a gold VIP) I was told that they were just running a security check and it would all be sorted by Monday lunch time.

    Monday lunch, dinner and supper time came and went with no resolve to my issue, even though myself and shop staff kept phoning during the day. We have eventually been told that the security team are doing a full account review and they won't give anymore information than that. Apparantly the security team can only be reached by internal email and they won't specify a timescale or anything. I have made multiple calls and emails and all I keep getting told is when we have an update we will contact you. I am not allowed to withdraw my money and I have no access to my account.

    I honestly don't know what to do. When I first joined Ladbrokes my stakes were smaller than they are now, however as I have had a few very lucky wins on their slots my stakes are now higher. I have withdrawn both by bank and instore via their grid card with no issues. If the issue is because of my raised stakes I can account for every single transaction on my account and where the money has come from, but they say they do not need any information. I do use my grid card to play machines instore and I transfer credit to and from my online balance as it is easier to do than use cash.

    Sorry if my post makes no sense, I am not the best at explaining. Any help would be gratefully received and very appreciated!!

  • Have just noticed people seem to post their username for the company in question .. my username for them is purplelilyxx

    Comment


    • I would not worry too much if you know you have done nothing wrong.

      It could be as simple as having bet on a match that was reported for suspicious betting patterns.

      There is not much you can do until they give you a decision. If it is negative there is a dispute resolution process.

      Try to be patient for now is my advice.

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      • Thank you for taking the time to reply to me! Do you have any idea how long these things take or even what a full account review is/means? I only ever place small bets on horses, the biggest being £50, other than that it is just the slots and live casino I play.

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        • Although I'm not a fan of Ladbrokes, they're not crooks (they don't need to be). If you've done nothing wrong, your account will be reopened and you will be allowed access to your balance, so just be patient.

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          • Originally posted by Mazza90x View Post
            Thank you for taking the time to reply to me! Do you have any idea how long these things take or even what a full account review is/means? I only ever place small bets on horses, the biggest being £50, other than that it is just the slots and live casino I play.
            From all you have said it doesn't sound like you have done anything wrong.

            It's hard to know how long but when it stretches to weeks, and they aren't asking you for anything more but to wait, it's likely they are looking at a group of people and still working on the others.

            You could have just bet on the wrong market at the wrong time and nothing more. If that's the case you will be cleared eventually.


            I'd send them a short email asking if the investigation is done each Monday weekly.
            Last edited by BMR_Brad; 10-14-2018, 11:13 PM.

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            • Brad thank you so much for taking the time to reply to me. I will send them a weekly email, and hopefully it gets sorted soon. I have a feeling an advisor may have initiated it as my call with him was very poor to say the least. Hopefully they will see most of my play is recycled funds. It is just annoying when I know I haven't done anything wrong. Once it is sorted I am going to withdraw and close my account down and look for an alternative casino (no clue which one yet lol)

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              • Thanks for keeping us informed,Mazza90x.I'm actually quite surprised at all of this,because Ladbrokes - along with other bookmakers,are keen to attract and keep casino punters.

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                • Welcome Mazza we will certainly look into this for you. Seems you are going to be fine.

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                  • Thank you all very much for taking the time to read and reply to my post. My experiences in store have been far superior to the treatment I receive online, I'm a gold vip and supposed to be a valued customer, which I don't feel. Is there a time frame for them to sort the security check that is deemed appropriate? Just every time I ask for an update I get told to be patient and wait. I don't even understand what they are checking or expect to find. Sorry to rant.

                    Comment


                    • Originally posted by Mazza90x View Post
                      Thank you all very much for taking the time to read and reply to my post. My experiences in store have been far superior to the treatment I receive online, I'm a gold vip and supposed to be a valued customer, which I don't feel. Is there a time frame for them to sort the security check that is deemed appropriate? Just every time I ask for an update I get told to be patient and wait. I don't even understand what they are checking or expect to find. Sorry to rant.
                      Just making a guess, I'd be surprised if it stretched more than 3 or 4 weeks maximum. But impossible to know and if it involves AML (anti money laundering) issues they are not supposed to tell you anything apart from an investigation is under way, under the guidelines.

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                      • Well its been two weeks now and still no closer to finding out why my account is frozen, or when I could even get my funds from the account withdrawn. They agree to take money in seconds and can help with mosr queries within an hour, I just don't get what could take 2 weeks?! Sorry was just giving an update and ended up ranting..

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                        • Thanks,Mazza.We get where you're coming from !

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                          • Finally have an update!!! I decided to use resolver yesterday and got my money back from Ladbrokes last night!!! Have received an email this morning stating my account will remain permanately closed, not bothered as I have my money back lol. Amazed at how quickly things got sorted when using a third party!!

                            Comment


                            • Thanks for the update! Happy to hear it all worked out for you

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