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 I have withdrawn both by bank and instore via their grid card with no issues.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!!
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!!