Ladbrokes SE Help

Redf80

Newbie member
PABnorogue
Joined
Jan 18, 2020
Location
UK
Hi,

I registered with ladbrokes on the 17th January and deposited in total £1300, while playing book of dead, the game came up with an error and when i refreshed the page i was kicked out of my account.

I tried to log back in and it came up with account suspended and couldn't log back in. At the time i had around £160 in my balance.

Sent them an email to ask when and on the 18th i got a reply saying i was self excluded from their other brand Coral from July 2019. Spoke to someone on the phone who said i should not have been able to open an account while SE with coral, so i asked for a refund of my deposits which she advised she would escalate.
I then spoke to live chat for an update on the 19th as this had been escalated and was asked to send proof of identity, which i refused as they had already closed my account. I have sent emails asking what is going on and am getting no response from them.

Any advice?
 

Redf80

Newbie member
PABnorogue
Joined
Jan 18, 2020
Location
UK
But they have already closed my account and told me I am self excluded. They took my deposits without requesting ID so why do i need to send proof now. When i asked CS why i needed to send them they did not know why.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
They need to be absolutely sure you are who you claim to be.

Blocking you reduces risk at their side, and is simple. The next step is to truly verify you and make sure the funds have legitimately come from you, rather than someone claiming to be you. Look at it as an anti-money laundering check and just comply with it.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
They need to be absolutely sure you are who you claim to be.

Blocking you reduces risk at their side, and is simple. The next step is to truly verify you and make sure the funds have legitimately come from you, rather than someone claiming to be you. Look at it as an anti-money laundering check and just comply with it.
How would refunding the deposit method be a problem in that case? Different if it's winnings, but a straight refund shouldn't need kyc.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
How would refunding the deposit method be a problem in that case? Different if it's winnings, but a straight refund shouldn't need kyc.

It’s still ultimately an AML risk. They appear to have chosen not to take the risk straight off.

A refund is still changing the source of the available funds - money left the account and money then comes in from Ladbrokes. Clean and trackable.

I’m not suggesting the OP is laundering, just that will be what is required by Ladbrokes to protect them should they be audited.
 

Redf80

Newbie member
PABnorogue
Joined
Jan 18, 2020
Location
UK
Well still waiting for a response from ladbrokes, their CS is shocking
 

Redf80

Newbie member
PABnorogue
Joined
Jan 18, 2020
Location
UK
Ladbokes have responded and said i am only allowed the balance that is left on my account as they say i have circumvented my self exclusion. I asume they mean because i have registered with them and i had self excluded from coral last year. I feel this is not right, they are the ones that flagged up the self exclusion and took my deposits. I asked them what would have happened if i had won £5000, would they have paid out or just returned my deposits
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Thanks for posting this up. I'm going to use this as an example to the UKGC if that's ok? I argued about the Ladbrokes Coral link with the UKGC a year ago. I found that you could open an account at Ladbrokes and also one at Coral and Gala. They argued the point that they were not linked so SE would not apply. This case shows that is not the case clearly. I would be arguing for deposits back absolutely and raise this with the UKGC.
 

Redf80

Newbie member
PABnorogue
Joined
Jan 18, 2020
Location
UK
Yes that's fine, I have raised a formal complaint with them and will be taking it to the GC if necessary
 

Jim1989

Registered
Joined
Jan 16, 2019
Location
Uk
I would just be happy to get your deposits back, I'm having a similar issue with sporting bet who are owned by gvc holdings, same as Ladbrokes. I have a self exclusion with gala bingo which I did in January 14th 2019, a few days before self exclusions with one of gvc brands ment you were self excluded from all there brands, I didn't know this and signed upto sportingbet in March 2019 with all same and correct information (I had this checked out), I was able to open a account and play fine no issues, this year when I found out the self exclusion across all brands exists I was told by sporting bet that if you self excluded from one of the gvc brands before the January date it didn't count and only self exclusions made after that date count so I won't be seeing a penny because of a few days difference, it doesn't make sense to me, all the casinos have different licenses and self exclusion rules and its hard to keep track. Good luck with getting your deposits back
 

Moom

Newbie member
Joined
Aug 9, 2019
Location
UK
The UKGC will most likely tell you it is a business decision in regards to refunds. They do not require online casinos/bookies to refund a self excluded player. Ladbrokes/Coral will tell you they donate your deposits to charity.
 
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