Ladbrokes Casino - Long-time player's account was restricted and his winnings were confiscated.

ladbrokes kept my winnings on the 19-01-2024.because i was winning to much,first my account got restricted without warning after 10 years of being with them.then i had an email saying thay wanted me to verify my account.they ask for pay slips.proof of address.utility bills selfy photos you name it they ask for it.i was playing at the time then my balance went to zero.next thing i know my debit card was gone from my account.then i couldent log in.and i was told i had to verify my account or i want get my winnings.disgusting really.kind reguards

Dear cool1967,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Ladbrokes Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Has your account been verified in the past? Please keep in mind that the casino is eligible to do additional verification checks if necessary.

Have you sent the requested documents to the casino for the verification procedure? Which documents have you provided and when exactly did you send the last one?

Do I understand correctly that the balance in your account is now zero?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi yes I think I've verified my account in the past it's been so long since I opened the account it's hard to remember.and yes my account balance went to zero.i can't log in now at all so can't see anything.it would be not so bad if I had some warning, not just restrict my account in the middle of playing.they were OK to take my deposits in the first instance.

Regards S Abraham.

This was this live chat. Dated 19th jan 2024

Based on the screenshot of your account and the live chat, it appears that your account was temporarily blocked until the verification process is complete. Could you please confirm whether you provided the document requested by the casino on January 18?

No I haven't got the details asked for I'm disabled and can't drive or don't go out

Regards

We understand that providing additional verification information can be a hassle, but it's necessary to ensure the security of your account and to comply with the casino regulations. We kindly ask you to provide the casino with the requested documents so that they can check and reopen your account. If you're unable to do so, we're sorry to inform you that your account will remain closed. We appreciate your understanding and cooperation.

Dear cool1967,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.