Did We Get It Right?

On an average week, we process over 750,000 bets through our web-site as well as hosting up to 30,000 cash players on our poker tables. Despite the huge number of transactions we deal with, we pride ourselves on the fact that we have very few complaints. Inevitably, though, there are occasions when our customers are unhappy, either about the way their bets have been settled or the way our web-site works. We are committed to dealing with any problems quickly and fairly. The information below explains how we can help to do this for you.

Stage 1

As all our staff receive training in customer support skills, we are confident that the majority of queries can be dealt with easily by contacting our Customer Support Team.

Our staff are able to access the history of your betting and gaming transactions and explain the payouts. We always try to take a fair and sensible approach in dealing with problems and our staff are encouraged to use their discretion as our way of recognising the value and loyalty of your business.

Stage 2

If, having spoken to a member of the team, your query is not resolved, you can ask for it to be escalated to our Business Support Team, at which point your query will be assigned a Case Reference number. They will look into your query in more detail and contact you with a resolution as soon as possible.

Ladbrokes will always try and resolve your query within the shortest possible time-frame. On most occasions we will be able to respond within 48 hours but that time-frame may need to be extended where the investigation is more complex or involves discussions with third parties. We will let you know if this applies in your case. You can track the status of an investigation at any time by contacting Customer Support and quoting your Case Reference number.

Stage 3

Bets placed from Great Britain

If you are still unhappy with the solution offered by us you can contact the Independent Betting Adjudication Service (IBAS) and quote them your Case Reference number. Once you submit your complaint to IBAS they will ask us to provide any relevant information. The dispute will then be put in front of an independent panel of experts who will make a ruling. Ladbrokes will always abide by a decision made by IBAS. IBAS rule on complaints about betting and gaming transactions but do not deal with service related problems.

The details for IBAS are given below. Please note that you will need your Case Reference number as IBAS need you to have already contacted our Customer Support Team before they will look at your complaint.

PO Box 62639
London EC3P 3AS
Tel: 020 7347 5883
Email: Adjudication@ibas-uk.co.uk
Website: www.Ibas-uk.com

Bets placed from all other territories (i.e. excluding GB)

Alternatively, those customers who are dissatisfied with the outcome of a complaint may instead raise the matter with the Gibraltar Gambling Commissioner. For further information on how to contact the Gibraltar Gambling Commissioner, please access the Gaming website of the Government of Gibraltar by clicking here.

Online Dispute Resolution

You may also use the ODR platform but this will take you to the IBAS ADR service and may prolong the process of resolving your dispute. You must first attempt to resolve your dispute with our Customer Support Team.