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Ladbrokes.com suspended my account with no warnng or no explanation

Discussion in 'Sportsbook Complaints' started by badabing28, Jun 11, 2008.

    Jun 11, 2008
  1. badabing28

    badabing28 Dormant account

    Occupation:
    home care
    Location:
    Thailand
    I am writing in regards to GBP150 I deposited with Ladbrokes for online sports betting. After I did this and placed some bets, they suspended my account. There was no email sent notifying me of this or any warning I was just not able to log into my account again. I called them up and asked them what happened and they said I used a third party credit card which did not have my name on it.

    Now, I can understand if this may be a problem, but firstly they should not have accepted the credit card, secondly they should have notified me of the problem and asked me to resolve the matter, and thirdly if this was a problem they should have just returned the money to the credit card. However they did nothing of the sort and are just holding my money with no explanation no nothing.

    I have called them on 4 occasions so far to try and resolve this matter and each time they say they will send me an email with the necessary documents I need to fill in to unsuspended my account, but as of now I have still not received anything and I am getting worried they are just going to be holding my money indefinitely.

    On my third call to them I asked to speak to the supervisor (Mr. Kunal) and he refused to speak to me until I send in the documentations. I tried to explain that that was exactly the reason I wanted to speak with him so I know what documentation to send, but they just shrugged me off and the operator I spoke to (Chris) promised he would send the necessary documents requests within the hour.

    Well, needless to say I am still waiting and still nothing and my money is still being held by them. Please advise me what can I do?
     
  2. Jun 11, 2008
  3. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    I'll send the Ladbrokes rep a heads-up on this. I believe they're pretty good about following up on these things.
     
  4. Jun 11, 2008
  5. badabing28

    badabing28 Dormant account

    Occupation:
    home care
    Location:
    Thailand
    Thank you , any help in this matter would be greatly appreciated.
     
  6. Jun 13, 2008
  7. badabing28

    badabing28 Dormant account

    Occupation:
    home care
    Location:
    Thailand
    Well, I still have NOT received any instructions from Ladbrokes on how I can unsuspend my account. It is clear to me now that Ladbrokes are just planning to keep my money. Either that, or they are the most incompetent sportsbook company on the web. I dont really know whats better: being incompetent or being a crook. In any case, they have put me off online betting for good...
     
  8. Jun 13, 2008
  9. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    If you're not completely disillusioned, or even if you are, you might want to consider our Pitch a Bitch service. It's free, it's quite effective, and it gets you personal attention on your issue by yours truly.
     
  10. Jun 13, 2008
  11. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Their CS are woefully incompetent. This tale does not surprise me one bit. A promise is made by one rep, but is not followed through, possibly because it is passed on, and not actually done by "chris". There seems no reason why "chris" could not simply have told the player what documents were required from what it said in the Email that was supposedly sent.

    I have endured longer battles than 4 days with their support, but if it costs money to phone them each time, this is inexcusable (it's free from some parts of the world).

    Using a third party credit card is asking for this kind of problem, as most often this is how money is stolen from stolen credit cards, either ordering goods, or paying for services, over the internet.

    The money should be sent back to the credit card, and this third party card should then be blocked by the casino.

    I would have thought the software would pick up on this, as you have to give the details of the card beforehand, and a simple check would reveal the names didn't match, and this should have caused the account to be referred to risk management at this stage, with no chance of money actually being removed from the card. It seems that the check was carried out much later, only after the money had been spent, however, I expect any winning bets will be voided, but if the player gets permission to use this card in the future they would be happy to keep losing bets right back to the opening of the account.

    The usual documents required would be a photo ID and another showing proof of address, further, an image of the credit card, and a letter from it's owner authorising it's use on the account would be the minimum for this aspect. The casino would further need to be sure that the letter from the card owner is genuine, and will probably need to contact them directly to verify this purchase.

    If they do accept this, they are likely to still insist the card is never used again, and that the player should use their own in future.
     
  12. Jun 13, 2008
  13. badabing28

    badabing28 Dormant account

    Occupation:
    home care
    Location:
    Thailand
    Yes, I made a mistake using a third party credit card. This was the first time I ever used an online casino and I did not know about this problem. In any case as you mentioned and as I understood from other sites the system should never have accepted the card if the account and the credit card was under a different name, and if by chance it did go through, they should have just cancelled all bets and returned the money to the credit card.

    What they did instead is hold my money with no explanation and no way to release it. Regarding the documents I need I appreciate your info (vinylweatherman) about what I should submit but I would like to get exact details and contact person from their side so as I know this situation is taken care off, and not just me wasting my time again sending documents if nobody is going to read it.

    Another thing you mentioned (vinylweatherman) regarding all winning bets being void; I pretty much expect that from these kind of people, whats funny and most probably likely is that if bets are lost they will not be void...
     
  14. Jun 22, 2008
  15. aminair

    aminair Banned User

    Occupation:
    Librarian
    Location:
    UK
    LOL! Understatement of the year. :lolup::lolup::lolup:

    You would have to be INCREDIBLY stupid to even think of using a third party credit card, especially at an online casino of all places!

    Durrrrr....

    'Yes, but my neighbour said it was ok to use his card - honestly.'

    LOLOLOLOLOLOLOL

    Thanks for the laugh!!!
     
  16. Jul 6, 2008
  17. Alexishot69

    Alexishot69 Banned User

    Occupation:
    computing
    Location:
    Edinburgh
    not a great fan

    Not a great fan of ladbrokes but have to say they are 100% honest and trustworthy when it comes to finances.
     
  18. Jul 8, 2008
  19. GOCC

    GOCC Banned User - violation of <a href="http://www.cas

    Occupation:
    Housewife
    Location:
    UK
    Hmm, some untruths being told here.

    Let me ask you one question. On the page where it said "Name on Card" what name did you put.

    In fact not a question really, im telling you you wrote your name, not the name of the person whos card it was. The reason I know is the software is designed that if the name isnt the account holders, before going through for authorisation the match the name YOU entered to the name on the account.

    If this matches, they then process the deposit. This is then the first time the book has contact with your bank and it is at this point that the security checks are carried out re name match

    I see you are in Thailand which may have incurred some delay with the matching after the deposit but in the UK, if it doesnt match, the account is suspended straight away
     
  20. Jul 8, 2008
  21. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    What is frustrating is that this player submitted a PAB - and has not checked back in since 20 June. Max has been in contact with Ladbrokes whose last word was everything was worked out between them and the player, and her account in now reopened. She hasn't responded to Max's PM asking her to confirm this.
     
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