Hi all,
Without going into too much detail (because most of it is in the chat transcript below and it's basically been the exact same on a daily basis since my Withdrawal Request) I was just wondering if any other members have had similar experiences and agree that this is beyond a joke. Here is the latest chat with Ladbrokes Customer Care "Specialist" (*lol to self @ "Specialist")
Thank you for contacting Ladbrokes. We will be with you shortly.
Jarvil: Hi Richard! Good to have you here! This is Jarvil, your Customer Care Specialist, how can I be of assistance?
17cathcart: Hi Jarvil; I hope you're well....
17cathcart: Jarvil, would you be good enough to answer a few questions regarding my Withdrawal for £100? 1) Why is it still Pending after 3 business days? Please don't tell me "It's still with the relevant department for checking" because I keep being told that and it means nothing. It's been with "the relevant department" for 3 business days now and I was promised an update today. 2) What hours do this "relevant department" work?
Jarvil: I see! Let me transfer you to a specialist in our Relevant Department.
Jarvil: One moment please. Thank you! ;
Freya: Hi Richard! This is Freya, one of the Customer Support Specialists. How can I help you today?
17cathcart: Hi Freya, would you be good enough to answer a few questions regarding my Withdrawal for £100? 1) Why is it still Pending after 3 business days? Please don't tell me "It's still with the relevant department for checking" because I keep being told that and it means nothing. It's been with "the relevant department" for 3 business days now and I was promised an update today. 2) What hours do this "relevant department" work?
Freya: I'll check on that. One moment please.
17cathcart: All I receive after every communication with Live Support are emails asking me to deposit for a 100% bonus, or telling me I still have money in my Account; why aren't I playing with it
17cathcart: Thank you
17cathcart: And I don't understand what "Further checking" means, which is what I was told this morning. My Account is fully verified, I don't have a bonus on my Account and I've made the required deposit in order to withdraw, so what "further checking"?
Freya: Thank you for patiently waiting. I also apologize for the long hold.
17cathcart: That's ok, I've been patient since last Friday lol
Freya: Upon checking, your withdrawal request is still being reviewed by our Relevant Department. I believe you have already been explained with this by Dylan earlier. Is that right? The reviewing of withdrawal requests of our customers is standard procedure to ensure that we will be releasing the funds to the account holders themselves and not to anyone else. In a way, we will be protecting your account and also your funds. It usually takes them 24-48 hours to finish reviewing our customers' withdrawal requests however, it may take time more than the usual depending on their review. They will also be reviewing the transactions you have made on your account including all of your game plays.
17cathcart: Yes I understand that but clearly since my Account was verified and my Documents accepted last week, I am the Account holder, and the player entitled to the Withdrawal
17cathcart: And it takes 3 days to review my game plays?
17cathcart: I've got other online gaming accounts with other online casinos' and never have I had a withdrawal Pending for 3 business days
17cathcart: I'm looking for some sort of definitive answers here Freya; you must understand that surely; why was I told I'd receive an update today and then nothing?
17cathcart: Other than an email offering me a 100% bonus. I won't be reversing my Withdrawal if that's what they're hoping for
17cathcart: As for my other question which nobody has answered; what hours does this "relevant department" work?
Freya: My apologies for the delay.
17cathcart: Dylan could only advise me to wait but how long do I wait, really?
Freya: I can see here that Dylan has sent a follow up to our Relevant Department regarding your withdrawal request.
Freya: The Relevant Department is available 24 hours a day same as ours however, please not just your withdrawal request which will be reviewed but for some of our customers as well. I understand that you wish to have this processed at the soonest possible time however, please note that our Relevant Department has some security checks to follow in order to fully process your withdrawal request.
17cathcart: Ok, well I trust that this "relevant department" has the matter fully in hand and that my Withdrawal will be processed asap. As far as these security checks are concerned, I'm still confused as my Account has been fully verified and I was informed had passed all security checks
17cathcart: I shall leave it with them and I do appreciate that you took the time to check into it for me Freya; hopefully I won't need to contact Live Support regarding this again, tomorrow
Freya: I can see here that Dylan requested our Relevant Department to send you an email if there is any update about your withdrawal request.
17cathcart: Well that has never arrived
Freya: You may have to wait until there is already an update from them. As Dylan has already requested them to send you an email, please check regularly both your Inbox and Spam/Junk Mail folders to check if there is already an update from our Relevant Department about your withdrawal request.
17cathcart: I shall continue to do that; thank you very much for your assistance Freya
Freya: You're very much welcome.
Freya: Have a great night!
Freya: Kindly let us know if you have other concerns. Thank you and have fun playing at our casino!
Freya: Kindly send us a feedback about our service. It won't take so much of your time. Please click on this link:
17cathcart: Thanks, bye for now
Freya:
Without going into too much detail (because most of it is in the chat transcript below and it's basically been the exact same on a daily basis since my Withdrawal Request) I was just wondering if any other members have had similar experiences and agree that this is beyond a joke. Here is the latest chat with Ladbrokes Customer Care "Specialist" (*lol to self @ "Specialist")
Thank you for contacting Ladbrokes. We will be with you shortly.
Jarvil: Hi Richard! Good to have you here! This is Jarvil, your Customer Care Specialist, how can I be of assistance?
17cathcart: Hi Jarvil; I hope you're well....
17cathcart: Jarvil, would you be good enough to answer a few questions regarding my Withdrawal for £100? 1) Why is it still Pending after 3 business days? Please don't tell me "It's still with the relevant department for checking" because I keep being told that and it means nothing. It's been with "the relevant department" for 3 business days now and I was promised an update today. 2) What hours do this "relevant department" work?
Jarvil: I see! Let me transfer you to a specialist in our Relevant Department.
Jarvil: One moment please. Thank you! ;
Freya: Hi Richard! This is Freya, one of the Customer Support Specialists. How can I help you today?
17cathcart: Hi Freya, would you be good enough to answer a few questions regarding my Withdrawal for £100? 1) Why is it still Pending after 3 business days? Please don't tell me "It's still with the relevant department for checking" because I keep being told that and it means nothing. It's been with "the relevant department" for 3 business days now and I was promised an update today. 2) What hours do this "relevant department" work?
Freya: I'll check on that. One moment please.
17cathcart: All I receive after every communication with Live Support are emails asking me to deposit for a 100% bonus, or telling me I still have money in my Account; why aren't I playing with it
17cathcart: Thank you
17cathcart: And I don't understand what "Further checking" means, which is what I was told this morning. My Account is fully verified, I don't have a bonus on my Account and I've made the required deposit in order to withdraw, so what "further checking"?
Freya: Thank you for patiently waiting. I also apologize for the long hold.
17cathcart: That's ok, I've been patient since last Friday lol
Freya: Upon checking, your withdrawal request is still being reviewed by our Relevant Department. I believe you have already been explained with this by Dylan earlier. Is that right? The reviewing of withdrawal requests of our customers is standard procedure to ensure that we will be releasing the funds to the account holders themselves and not to anyone else. In a way, we will be protecting your account and also your funds. It usually takes them 24-48 hours to finish reviewing our customers' withdrawal requests however, it may take time more than the usual depending on their review. They will also be reviewing the transactions you have made on your account including all of your game plays.
17cathcart: Yes I understand that but clearly since my Account was verified and my Documents accepted last week, I am the Account holder, and the player entitled to the Withdrawal
17cathcart: And it takes 3 days to review my game plays?
17cathcart: I've got other online gaming accounts with other online casinos' and never have I had a withdrawal Pending for 3 business days
17cathcart: I'm looking for some sort of definitive answers here Freya; you must understand that surely; why was I told I'd receive an update today and then nothing?
17cathcart: Other than an email offering me a 100% bonus. I won't be reversing my Withdrawal if that's what they're hoping for
17cathcart: As for my other question which nobody has answered; what hours does this "relevant department" work?
Freya: My apologies for the delay.
17cathcart: Dylan could only advise me to wait but how long do I wait, really?
Freya: I can see here that Dylan has sent a follow up to our Relevant Department regarding your withdrawal request.
Freya: The Relevant Department is available 24 hours a day same as ours however, please not just your withdrawal request which will be reviewed but for some of our customers as well. I understand that you wish to have this processed at the soonest possible time however, please note that our Relevant Department has some security checks to follow in order to fully process your withdrawal request.
17cathcart: Ok, well I trust that this "relevant department" has the matter fully in hand and that my Withdrawal will be processed asap. As far as these security checks are concerned, I'm still confused as my Account has been fully verified and I was informed had passed all security checks
17cathcart: I shall leave it with them and I do appreciate that you took the time to check into it for me Freya; hopefully I won't need to contact Live Support regarding this again, tomorrow
Freya: I can see here that Dylan requested our Relevant Department to send you an email if there is any update about your withdrawal request.
17cathcart: Well that has never arrived
Freya: You may have to wait until there is already an update from them. As Dylan has already requested them to send you an email, please check regularly both your Inbox and Spam/Junk Mail folders to check if there is already an update from our Relevant Department about your withdrawal request.
17cathcart: I shall continue to do that; thank you very much for your assistance Freya
Freya: You're very much welcome.
Freya: Have a great night!
Freya: Kindly let us know if you have other concerns. Thank you and have fun playing at our casino!
Freya: Kindly send us a feedback about our service. It won't take so much of your time. Please click on this link:
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17cathcart: Thanks, bye for now
Freya:
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