Ladbrokes want to keep my money!

meer53

So, short explanation. You verify your account (your choice of course) and you get the full amount back. Don't verify your account (your choice again) you get back what you've deposited. You're back to square one.
Seems clear to me. Whats the issue with doing what they ask ?

Manxman_in_exile

waamo wrote: »

Shortened versions of a story often leave out vital bits of information. Can we have the full details please?

There is insufficient capacity in the universe...

sheramber

'General Enquiries' is knowing a little about a lot of things. One of those things is knowing what expert to pass an enquiry to when necessary.

This is what the advisor was doing. She correctly established that your enquiry needed dealt with by someone who was fully trained on the subject.

I would not be impressed by a company if my enquiry was not dealt with by the person with most knowledge.

Blackbeard_of_Perranporth

Can't be bothered, but quoting as things go missing!


As for gambling, Money Fool!

Planetsaver wrote: »

To cut a long story short gambling accounts now need to be age verified and I don't have some of the required documents, ie drivers license etc, and most cost to get as well as being a lot of hassle.... so I was enquiring about what would happen if I could not verify, ie would I get my account balance back.

I struggled to get a straight answer I still don't really have a clear one.


Here is a transcript of one of the many conversation I had. Were I to read it as a non-customer, I would not sign up, their attitude is truly unbelievable.





Thank you for chatting with us

Please see your chat transcript below:

To cut a long story short gambling accounts now need to be age verified and I don't have some of the required documents, ie drivers license etc, and most cost to get as well as being a lot of hassle.... so I was enquiring about what would happen if I could not verify, ie would I get my account balance back.

I struggled to get a straight answer I still don't really have a clear one.


Here is a transcript of one of the many conversation I had. Were I to read it as a non-customer, I would not sign up, their attitude is truly unbelievable.





Thank you for chatting with us

Please see your chat transcript below:
To cut a long story short gambling accounts now need to be age verified and I don't have some of the required documents, ie drivers license etc, and most cost to get as well as being a lot of hassle.... so I was enquiring about what would happen if I could not verify, ie would I get my account balance back.

I struggled to get a straight answer I still don't really have a clear one.


Here is a transcript of one of the many conversation I had. Were I to read it as a non-customer, I would not sign up, their attitude is truly unbelievable.





Thank you for chatting with us

Please see your chat transcript below:

Charlie (7:11:46 AM):Hello! My name is Charlie and I am a Virtual Assistant, a bot designed to help you get back into your account.
Charlie (7:11:47 AM):What can I do for you today?
Me (7:12:26 AM):Hello can you tell me the balance on my accounts(s) please.
Charlie (7:12:28 AM):Here you need to select one of the options below rather than typing your answer
Charlie (7:12:29 AM):What can I do for you today?
Me (7:12:39 AM): Any other query
Please wait while we transfer your chat to the next available agent.
Charlie (7:12:42 AM):I think a real person would be in a better position to help you with this issue I'll transfer to a customer service agent who will be with you shortly.
Michelle is your new agent for the chat session.
Michelle (7:12:45 AM):Hi, welcome to Ladbrokes Customer Support. You're speaking with Michelle. How may I help you today?
Me (7:13:00 AM):Hello can you tell me the balance on my accounts(s) please.
Michelle (7:13:28 AM):I understand that you were referring to your remaining balance on the account.
Michelle (7:13:32 AM):I will be more than happy to assist you, but before we continue I will need to ask you some security questions. Can I get you to please confirm your username, full name, date of birth, email address or phone number? Please make sure you provide the information that you have registered on your account.
Me (7:14:00 AM):redacted - Customer_me Customer_me - redacted
Me (7:14:13 AM):15-9-63
Me (7:20:05 AM):Hello? Still there?
Michelle (7:22:26 AM): Thank you for the information that you have provided. I'll put you on hold just to check this query for you. Kindly stay with me. Thanks .
Michelle (7:25:44 AM): Thank you for waiting Customer_me. I have seen that the remaining balance on the account is £xxxx to your main wallet and £xxxx to your games & lottos.
Me (7:26:52 AM):OK thanks. I *might* want to close my account as it cost to verify. If that is the case I understand the balance would be returned to me. Is that correct?
Me (7:28:43 AM):If I can't verify I would obviously want my funds returned. An earlier operator seem to say there had been no deposits on the account so I would not get a refund. I don't understand that, obviously I deposited to open the account. So can you shed any light on that please?
Me (7:30:58 AM):ie
ie:- "Andrew (12:16:47 AM): Thanks for waiting Customer_me. Upon checking, there have been no deposits made on this account. Therefore, no amounts shall be refunded if in case your account is to be closed."
Michelle (7:32:13 AM):Okay. I understand your situation right now. You will be able to get a refund od the last amount that you ahve deposited only.
Me (7:33:27 AM):How can that be? Surely that is illegal? Can you point me to the terms and conditions which say that?
Michelle (7:37:59 AM):Okay. Here's the thing, Customer_me. It is part of our terms and conditions that if you want to get your possible winnings you need to verify the account. However, if you weren't able to comply witht the terms and conditions, only the last amount oyu have deposited were the only amount that you will be able to get.
Michelle (7:38:24 AM):In such cases it is normal for us to request that the customer provide us with copies of documents, so we can fully verify their account. Please note that our Verification Team have requested you to send a copy of your ID and 1x copy of proof of address. You can send them to [EMAIL="verification@ladbrokes.com"]verification@ladbrokes.com[/EMAIL] or [EMAIL="asverification@ladbrokes.com"]asverification@ladbrokes.com[/EMAIL].
Me (7:39:40 AM): Thus is what your terms and conditions say:-
Me (7:39:48 AM):19.2 You may close your account at any time. You should indicate your desire to close your account in writing, via e-mail, fax or letter (using our 'Contact Us' section of the Website). In this case, you shall be sent any balance remaining in your account by a method of payment determined by us. If you have placed any bets in relation to events which have not yet taken place at the time of you closing your account such bets shall still stand, and if such bets subsequently win, the corresponding sums shall be sent to you once the outcome of the bet is known.
Me (7:40:21 AM):Nothing about account verification or last deposit.
Me (7:42:56 AM):Hello anyone there?
Michelle (7:44:11 AM):Okay. I'm reviewing the terms that you have sent Customer_me. In this case we cannot decide on this issue as we only have a limited access with regards to the funds being sent back to the customer if the account has been closed.
Me (7:45:48 AM):You term are on your website, you can access them surely?
Michelle (7:45:51 AM): The information that I have provided you is form the information that has been being advised by the relevant team and I don't want you to give false information regarding this especially involving money. You may try to sent an email regarding this issue and we will try to look further into this. However, I will never guarantee this.
Michelle (7:46:46 AM):Yes, However, it is from the advoise of people who process refunds on the account and I never had an experience that a customer were able to get the whole funds.
Me (7:47:38 AM): So why have I been told otherwise? You seem to have told me this yourself already in this chat?
Me (7:48:32 AM):You said "Okay. I understand your situation right now. You will be able to get a refund od the last amount that you ahve deposited only." - That is at odds with your terms and conditions.
Me (7:50:03 AM):You terms say this - "19.2 You may close your account at any time. You should indicate your desire to close your account in writing, via e-mail, fax or letter (using our 'Contact Us' section of the Website). In this case, you shall be sent any balance remaining in your account by a method of payment determined by us" - that is not what you told me. That clause is very clear.
Michelle (7:51:25 AM): As per checking with the relevant team, I will try to escalate this issue and asked them if you can get the full refund amount that was in your account. As of the moment, I'm unable to give you any assurances if this will be approved however atleast we may asked for their consideration.
Michelle (7:52:14 AM): So do you want me to proceed in forwarding this issue and rest assured that we will get you notified via email.
Me (7:53:56 AM):Well I am not asking for refund at this moment in time. I just want to know were I stand if I close my account. I want you to confirm that I will be refunded by funds if I close my account as per section 19.2 of your T&C's
Michelle (7:54:24 AM): The same Customer_me. We will close the account and I will try to create a ticket for this and will forward it to the Payments team to have it reviewed if you will be able to get your remaining funds ( £198.75) on the account. Yes, I can assure you that all closed accounts will be refunded of their funds back to the card that has been registered with us.
Me (7:54:54 AM): Section 19.2 is *very* clear. "you shall be sent any balance remaining in your account by a method of payment determined by us."
Michelle (7:55:20 AM): The use why we will escalate this issue is for you to get the whole £198.75.
Me (7:55:40 AM):I am not asking you to close my account at this moment in time, I am merely enquiring about it.
Michelle (7:56:16 AM):Yes. I understand. I'm just giving you the excat scenario in case you will decide to close yoour account.
Me (7:56:28 AM):I have never asked you to close my account. Not yet anyway I am just trying to clarify things.
Michelle (7:56:30 AM):I can assure you that the account were still activated.
Michelle (7:56:49 AM):Is there anything else I can help you with?
Me (7:57:44 AM):I need you confirm I will refunded my balance *if* I do close my account. Your terms clearly state I will. I have no idea why you would think otherwise.
Michelle (7:57:57 AM):Yes, I can confirm that the funds will be refunded if you have closed your account. It's just that I cannot give you assurances on how much you will get as the relevant team were the ones who will decided on this issue.
Me (7:59:28 AM):Your terms say any balance, which is the whole amount. Why would you suggest otherwise? There is nothing in your terms to suggest that and it clearly is not right for you to deny customers their money.
Me (8:00:12 AM):Who are the relevant team, they cannot override what your terms and conditions say as that is a legal contract.
Michelle (8:00:41 AM):It's the Payments Team Customer_me.
Michelle (8:01:03 AM): They'll be the one who will decide whether you will get the full amount or just the deposited amount.
Me (8:02:25 AM): They have ti abide by your terms and conditions, if you don't I would take legal action obviously, and obviously win as it is crystal clear that customers will be refunded the balance if the account is closed. You can't just keep other people's money. That is called theft.
Me (8:03:53 AM):No they won't be the one's a judge will determine that according to your term and conditions and it is clear that they must refund the outstanding balance in section 19.2 as I have already detailed to you. I am not sure why you have a problem with this.
Me (8:05:33 AM):"In this case, you shall be sent any balance remaining in your account by a method of payment determined by us." - There is no getting out of that, it is clearly stated in your terms. I don't see why you will not just admit that is that case and stop being unhelpful.
Me (8:07:57 AM): There is no mention of the "Payment Team" in your terms. Hence anything they say is irrelevant. What is relevant is the legally binding contract set out in your terms and condition and general UK law to prevent theft and fraud.
Me (8:08:58 AM):You can't just steal people's money, you should know that.
Me (8:11:14 AM): Do you want me to take the matter up with Martin Lewis of money saving expert?
Me (8:13:10 AM):I think that is a good first step don't you. Name and shame etc? I am sure he will be interested, as it happens I am already a member so it will be easy enough to post these transcripts there won't it? I doubt it will be good for business for Ladbrokes though. I actually think he would be quite interested.
Me (8:14:43 AM): Do you have a representative on Money Saving Expert forums? I am just logging in there right now!
Michelle (8:15:41 AM):Rest assured of that Customer_me. Can I help with anything else today?
Me (8:17:19 AM):Well you have not helped with anything so far. The whole experience has been shocking. you attitude to your customers is disgusting.
Michelle (8:18:23 AM): AsI have mentiioned we don't handle this kind of query as thie needs to be reviewed first and Payments Team will be the one who will dealth with this. I remember you. You're the one who contacted us earlier not giving the full details of your account.
Michelle (8:19:55 AM):I am sorry that you're in this situation. I wiould like to help you as i can. i have escalated this issue to the Payments Team and they will review your account. See if you were able to provide us the information that we're asking, we will make a steps for your account instantly. Since the account was not yet verified, we will have to wait for their feedback regarding your issue Customer_me.
Michelle (8:20:21 AM): All your feedbacks will be noted and this is very important for us.
Michelle (8:20:55 AM):If in the beginning oyu have given all your details, maybe this issue has been already sorted out.
Me (8:21:59 AM):It is a general enquiry, my details are irrelevant, I have said this many times already yet you keep bring up that irrelevant issue.
Me (8:22:26 AM):You answer requires no details.
Michelle (8:22:40 AM):No, see, we will still be able to detect as it has been all recorded. There's no such as general query especially if it involves a certain account and involving money as we all want to secure oiur customers' account and details.
Michelle (8:22:59 AM):Can I be of any further assistance?
Me (8:24:26 AM):Your answer requires no details, there is such a things as a general inquiry, your terms are the same for alll customers, unless you are trying to use different terms for all customers, which would be illegal as you terms apply to all customers.
Michelle (8:24:34 AM):I guess, I have made the possible resolution to this issue. Please take note of this case number 06327241for your reference to this issue.
Me (8:24:55 AM):Yes you just need to confirm that section 19.2 is valid as indeed it must be.
Michelle (8:25:12 AM):Here's the link for your reference: https://help.ladbrokes.com/s/article/LB-Website-Terms-and-Conditions
Michelle (8:25:52 AM):I don't wnat to give you false information just to agree what you want to hear.
Me (8:26:24 AM):No ifs not buts, you just need to be helpful and show your company in a good light. I already have a copy of your terms, I seem to be more familiar with them that you are. I suggest you read them because clearly you are not aware of them.
Michelle (8:27:18 AM):You may checked your spam folder in case it routed there. We will get you notified via email once this issue has been resolved.
Me (8:27:38 AM):I have plenty of false information already. Indeed it seems you are following a script to give false information as I have received that from many.
Michelle (8:28:08 AM):I am sorry to hear that you felt that way.
Michelle (8:28:12 AM):Is there anything else I can help you with?
Me (8:29:05 AM):You really are the most appalling of companies.
Michelle (8:29:08 AM): Thank you for contacting the Ladbrokes Customer Support team Customer_me. If you need any further assistance, please click to chat again and we will be happy to help.


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LadyDee

The OP didn't like the replies here so has moved over to the Praise, Vents & Warnings.

Planetsaver

Browntoa wrote: »

My understanding is they won't pay out to an unverified account. Seems fair to me to stop fraud, money laundering etc ( as they may be legally obligated to do) or to someone below the legal gambling age. If you don't prove you are over 18 then why should they pay out

So you think they should be allowed to steal people's money?

It requires money to get the required ID passports are about £100.

I had already sent them a copy of my birth cert, which was enough for another gambling site.

And *even* if I was some sort of fraudster do you think they should be able to keep my ill-gotten gains? That it would justify them stealing money which was not theirs?

Planetsaver

unholyangel wrote: »

That policy can be found here

Why not just ask if they can accept some of the other documents on that list?

This isn't a new thing btw. Its been happening for years due to money laundering laws.

I have asked and they were not help.

It is new. If it is not why have they allowed be to use there site all these years?

Planetsaver

[Deleted User] wrote:

Hi,






I'm glad we got the short version. :T

I have about 10 times more chat than that which I didn't post.

Planetsaver

LadyDee wrote: »

The OP didn't like the replies here so has moved over to the Praise, Vents & Warnings.

No check the dates well actually I might not have hit send but intended to, you will not I also posted to matched betting as the same time as here. Looks like I forgot to hit send, it was pretty exhasting dealing with their customer services.

JReacher1

Get a provisional driving license. Costs you £34, easy to do online. Job done