Ladbrokes – Funds Frozen for over 3 months, without any reason. No explanation being provided.
Found for the Player - Ladbrokes casino have been entirely non-responsive to our repeated efforts to contact them about this issue.
Read our Ladbrokes Casino Review.
Ladbrokes froze my account on the 10 NOV 2017 and are holding on to £20,000 of my money in the account. I have had the account [EDIT] with ladbrokes since 2010 and have been successfully ID and address verified more than twice or thrice.
This ordeal started in NOV 2017. I was playing big with them since Oct 2017 and was subsequently upgraded to the so called 'VIP GOLD' level. All deposits were made from my OWN UK bank account and every transaction in that account is electronic.
On 7th November 2018 the account manager [EDIT] contacted me via email, asking me to furnish them with documents for proof of funds.
He said this was normal for any VIP players who triggers a certain threshold of gameplay and for compliance only. He also said this was requested by their 'Knowing you better' team.
I did sent all documents he asked for and he responded saying all seems to be in order and has been accepted by the team.
Then the ordeal started on the 11th November 2017. 2 days after submitting the docs and making a couple of withdrawals from my wins, I received an email from [EDIT] telling me the account has been frozen and the funds were on hold 'temporarily' pending review of documents.
Now after at least 90-100 emails and phone calls (may be more) later to their VIP customer care, [EDIT] and everyone I could get hold of, my account [EDIT] still remains frozen without any explanation from anyone including [EDIT], or the customer services or anyone from Ladbrokes.
Every time I email or call, I keep getting the same response, that this matter is being looked on to by the Knowing you better team and they are still reviewing the documents, so someone will get in touch with me as soon they have more information from the relevant team.
I tried to even get in touch with their 'Knowing You better' team via email but they never respond. I also tried to convince the customer services and my account manager [EDIT] to let me have a word with the 'Knowing You Better' team but they keep fobbing me off, saying they are a 'back end' team and speaks to no one.
The really WEIRD factor here is that it's been over 90 days now and NO one ever explained why they have kept my money frozen for so long or got back to me with any update or to asked for any further docs from me, or gave me the outcome or tried to resolute the matter.
I don't know what's happening with my funds and why is Ladbrokes holding on to them without a single explanation for over 90 days.
Frustrated I even contacted their CEO, [EDIT] on 7th January 2018. Someone contacted me saying they are working towards a resolution which can expect very soon but even that has been more than a month now without any further update.
Now when I emailed them again NO one replied back. Is it even allowed that Ladbrokes hold on to my Funds transferred from my bank account for so long and that too without any explanation?
I have lost overall with Ladbrokes just in 2017 and now they are holding on to my £20,000 without any explanations at all !!
I really am requesting you to help me get my money released / unfrozen from Ladbrokes.
KINDLY HELLPPPP !!!!!!!!!
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