Ladbrokes Casino - Player's account is provisionally verified.

Have send my copy of my New German passport,Already have been vertified years ago, than early this year had to do it again, but my ID Card run out in March2023, Had to reply for new Pass from my Embassy,got it last week send it to ladbrokes , still have none reply. I like to play on ,as its a good and fair Casino with lots of nice things. the best i have been on. than they said i had 2 accounts which was news to me,it is so disapointing, not knowing what else they want, after all those years, also enoying to be stripped of my personality,they had none problems to take my funds and out of a sudden, i get treated like I have done something wrong ,which i Have not!!! i like to know what else I can do as i send them my whole life of my disabled life since2003, when i got put onto a transplant list, plus the letters of gp,hospital,income for disability for live and now new passport plus i am on the election list living in the UK for 40 years! and still have none proper Reply if i can go back to my favioured casino..As its Bingo and what ever u fancy on there, insted have to wander around to find another Casino which has and gives the exitment and if a problem arises can talk to them , but this vertification is doing my head in and as I am 70 not a young tec whizz, every identification i have send is the wrong one to blurry the corners are not shown exetera, i am realy disapointed. about this and wonder if you can help me please in this delicate problem?

Dear AMBER57,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ladbrokes Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you are a German national living in the United Kingdom?
• Do I understand correctly the casino blocked your account?
• Do you have any balance on your casino account that was either withheld or confiscated by the casino?

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

Best regards,

Tomas

Dear AMBER57,

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.

Thanks for your detailed response.

Please understand that we can’t penalize the casino for closing your account, nor ask the casino to reconsider their position in this situation. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. If the casino doesn't withhold any of your money, I am afraid we won't be able to proceed with the case and ask the casino to reopen your account or compel the casino to accept you as their customer. 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.

Hello Thomas

Thank you for your help, I do understand .

It was nice from you to look into it and I thank you for it.

Regards

Mrs Gudrun ****

I wish I could be of more help. Even though we couldn't help you with this case, please do not hesitate to contact us if you run into issues with any online casino in the future.

Best regards,

Tomas