Ladbrokes Casino - Player is criticizing Responsible Gaming practices.

This company started robbing me as soon as I won a large amount of money on horse racing. I was made a VIP customer the following day and given bonuses on casino slots which I never used to play until I suddenly became important.

They put me on an even higher level of VIP status after I started losing more of my own money. I was on the Premier Care client list which was the top 1100 customers, managed by the Commercial Manager and had some crazy offers and even free money every fortnight to keep me hooked.

I opened the account in 2008 and it was closed by them under ‘socially responsible gambling grounds’ in 2012.

I have even taken a £70000 loan which I lost almost all of within 2 days on their site in November 2011.

I made official complaints to them but they denied any wrong doing, refused to compensate me at all and now they say they refuse all communication with me.

Dear AQS2023,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

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

Best regards,

Petronela

I did not request any time out. My complaint is about how I was lured into a VIP scheme because I won £23K from a horse racing bet in 2010. They kept on incentivising me to play beyond my means, they even knew I was unemployed and that I was getting money to play from other gambling and borrowing.

After constantly losing, complaining about it and demanding bonuses, they finally got fed up of me and first banned me for a year and then chose to make it permanent in 2013. I find it rather annoying that they didn’t do this before I lost a fortune when there were clear signs of my issues. In 2011 I got a £70K loan which 80% of went to Ladbrokes.

I see, AQS2023. Please understand that we can only help those players who requested the self-exclusion and had their requests ignored. Sadly, since you never requested account closure and didn't mention gambling problem when communicating with the casino, I'm afraid we won't be able to help you.

If you feel that any procedures were neglected from the casino's side I can recommend contacting the Licensing Authority but please bear in mind that supporting evidence will be necessary if you file an official complaint.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Dear AQS2023,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.