Ladbrokes Coral Safe Gambling (page 3)

Hi Radka

ok I’ve looked at their terms and found the below.

Ladbrokes T&Cs 18.2 state that to close an account you have to notify you in writing by email, letter or fax, there would therefore be signed proof that I had closed the account, that they will be able to provide to me. I have checked my emails and can find no email to support this request. The terms 18.4 state that to reactive the account you login and deposit to continue, when I attempted to login I was met with "your account is suspended" which would confirm that the account wasn’t closed else I’d be able to login. It indicates that it was in fact self excluded as I suspect.

so if they claim the account was closed under normal circumstances then they would have proof of this as per the terms?

Isn't it possible that you would delete something like that ? Anyway, I wonder if you will be able to reopen your complaint, because I have a feeling that you have already tried but failed. It's all unpleasant, but we as admins on the forum don't deal with complaints like Radka mentioned, so we don't see as deeply into it as our team and the experts who handle it on a day to day basis. So we'll see how it goes.

If I had deleted it Ladbrokes won’t have so will have the same copy of the email?

its fine I’ll just open a new complaint with the new information

We can not be sure about if the casino keeps the emails, or for how long they keep them, really. If you are certain about everything, try to file a new complaint, as you said, and our team will have a look at it, for sure, to decide whether there is a possibility to do something about it, considering the new information you have got.