Ladbrokes Casino - Player encounters issues with Ladbrokes after account reactivation.

Hi,

I was previously registered with gamstop and after a long period thought I would remove the exclusion. I signed up with a couple of firms that had vigorous procedures in place for me to register since gamstop was previously active. They imposed strict deposit limits and removed/limited any bonuses.

i then re-opened my account with ladbrokes since being made redundant and having a sum of money paid to me due to this. Ladbrokes didn’t seem to have the same procedures in place and I had very little issue opening the account back up and spending a large amount of money in a very short period of time. In a matter of weeks I have lost £15000, putting myself into difficulty.

I have contacted ladbrokes to explain this, to try and improve things going forward and outline the clear differences between them and other companies. In response, I have had to send roughly 6 emails for them to even start looking at my concern - they responded saying that they don’t have my email address registered (after previously already responding to my email address and eventually confirming it is registered). Attached to the responses were requests for ID documentation to change my registered email address and now I can’t log in to my account without answering a safe gambling questionnaire- it seems these things should have been done prior to accepting 15k worth of deposits.

i accept that I have been stupid, spending large sums at all hours of the day. When I sit back and think about it, it’s crazy to have spent these amounts but while I am doing it, all rational thoughts are out of the window - it’s an addiction that I had previously realised which I why I registered with gamstop. I feel ladbrokes could have done more to recognise this behaviour, the amounts of money being deposited being so large and increasing along with the amounts lost being substantial. Other firms required telephone conversations, gave no incentives and forcibly limited my accounts.

any help would be hugely appreciated, if anything can be done to retrieve any funds so I can live until finding work, even better. Needless to say I will be registering with gamstop again once responses have been received from them and you.

i can forward the email chain if required with them so far. I have only ever had 2 email addresses. My address has been the same for 10 plus years and so has my bank account that I deposit funds for.

thanks

Dear jwksnfxhpv,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Ladbrokes Casino and understand your concern. To better assess the situation, could you please provide the following information?

How long were you registered with Gamstop, and when exactly did your self-exclusion period end?

Do I understand correctly that you opened your Ladbrokes Casino account before registering with Gamstop? If so, was your Ladbrokes account automatically closed when you registered with Gamstop, or did you close it manually before that?

When exactly did you request the reopening of your Ladbrokes account? Did you use the same email address and personal details for your Ladbrokes profile as you did for your Gamstop registration?

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

I registered with gamstop many years ago. I am not currently registered with them but I will be re-registering.

The reason I mention gamstop is because all other companies seemingly had extra measures in place to ensure I was gambling responsibly, since returning to gambling after being registered with gamstop.

I reopened an account with ladbrokes in July roughly. All information was the same, I do recall someone updating my email address however but I have only ever had 2 that are very similar (just with yahoo and gmail) and both in use.

I understand your concern; however, since you were not self-excluded due to gambling addiction at the time you opened your account with Ladbrokes Casino, I’m afraid we are unable to assist you in this matter. Unfortunately, we cannot compel casinos to adopt responsible gambling measures that may be available through other operators.

In the past, we have dealt with cases related to GAMSTOP, but we’ve received guidance that it’s best for players to directly contact GAMSTOP for assistance. You can reach them here: GAMSTOP Contact.

Please note that we are not familiar with GAMSTOP’s internal procedures or how they determine eligibility for refunds among their registered or previously registered users. While we do have our own self-exclusion protocols, GAMSTOP is an independent service with its own criteria, which we are not involved with.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.