Telephone Betting Rules
Telephone Betting - Key points to note
Ladbrokes Sportsbook & Ladbrokes Exchange
Members should be aware that Telephone Betting for Ladbrokes Sportsbook and Ladbrokes Exchange are separate services. Bets can be placed via the telephone and you should direct your call to the corresponding service number. All contact numbers can be found here.
Further information in relation to the Ladbrokes Exchange Telephone Betting service can be found here.
All transactions and bets placed with Ladbrokes are covered by the Ladbrokes Rules (the "Rules"). This paper relates to betting transactions placed by telephone (the "Telephone Service").
The Rules constitute your agreement with LC International LTD , a company registered in Gibraltar with registered company number 46808 and whose registered office is Suite 6, Atlantic Suites, Europort Avenue, Gibraltar GX11 1AA.
We advise all our customers to ensure they fully understand the Rules prior to placing a bet with us. The most up to date version of the Rules can be obtained on our Website at www.Ladbrokes.com. Your use of the Telephone Service will constitute acceptance of the Rules.
We are setting out below some of the Rules that are applicable to the Telephone Service. This summary does not cover all matters covered by the Rules.
We encourage you to refer to the Rules in full.
We reserve the right to make changes to the Rules at any time. We will make reasonable efforts to ensure that any significant changes to the Rules will be notified to you, for example, by notices posted on our Website. However, it remains your responsibility to check the Rules from time to time. Your placing of a bet will be deemed to be acceptance of any changes we may make.
Ladbrokes believes in responsible gambling. More information on our policies in this area - and sources of information and help, can be obtained in shop, on our website or through our call centre.
Over 18s Only
Bets may only be placed by those who are aged 18 or over.
To open a telephone betting account we are required to verify your age and to do so we will forward your name, address and date of birth to a third party to verify these details electronically. A record of the search (but not that it was carried out by Ladbrokes) may be retained and this information may be used in the future by other businesses who use the service for the same purpose and with whom you do business. Such searches do not affect your credit record.
Whilst using our Telephone Service you warrant that you will not engage in any conduct which is or is likely to be considered to be defamatory, abusive, obscene, unlawful, of a racist, sexist or other discriminatory nature, or which could cause offence. You must not use any abusive or aggressive language, swear, threaten or harass or abuse any of our employees.
By placing a bet with us you warrant that you are at least 18 years of age and above the legal age for gambling in the jurisdiction in which you are resident, that you are legally capable of entering into binding contracts and that you have not excluded yourself (or been excluded by us or other operators) from gambling.
It is a condition of our acceptance of bets from you that, and by offering to place a bet with us you further warrant that, you are not prohibited from entering into the bet by any term of your contract of employment or any rule of a sport governing body which applies to you and that you are not aware of any circumstances which would make the placing of the bet a breach of a rule on betting applied by a sport governing body. Where the bet is placed on the outcome of a race, competition or other event or process or on the likelihood of anything occurring or not occurring, you warrant that you do not know the outcome.
If we discover you are under 18 or the legal age of gambling in the jurisdiction you are a resident your stake will be returned to you and we shall not be obliged to pay any winnings which might otherwise have been payable in respect of the bet.
If any of the other warranties above prove to be false your stake will be forfeit and we shall not be obliged to pay any winnings which might otherwise have been payable in respect of the bet. We may also report the matter to the police, parents and the appropriate regulatory authority.
Telephone Betting Service
With effect from the 1st November 2012, the minimum spend per call is £25 for all Telebet customers.
With effect from the 1st January 2020, the Telebet service will be available between 9:30am and 11:30pm Monday through to Saturday, and between 10:30am and 11:30pm on Sundays.
You are able to place bets on Ladbrokes.com or on our Mobile app outside of these times.
Placing a bet
You must exercise your own judgement in choosing to place a bet. You acknowledge that, in placing your bet, you are not relying on any statement of any of our employees. You agree to pay us for the bets placed with us in accordance with the Rules. We reserve the right to refuse part or all of a bet. You acknowledge that there is a risk of losing money when gambling through the Telephone Service and you are fully responsible for any such loss.
We make every effort to ensure that we do not make errors in accepting bets. However, if as a result of human error or system problems a bet is accepted at a price (including the odds, handicap provisions and other terms of the bet) that is either materially different from those available in the general market or clearly incorrect then we will pay winnings at the correct price. To establish the correct price we will consider prices available in the general market at the time the bet was made. If a bet is accepted in error by us on an event or outcome for which no Ladbrokes prices are available the bet will be void and your stake returned.
Our representations to you
We will endeavour to provide our Telephone Service using reasonable skill and care. We make no further warranty or representation, whether express or implied, in relation to our betting service. All implied warranties or conditions of satisfactory quality, fitness for purpose, completeness or accuracy are hereby excluded to the fullest extent permitted by law.
IT and Telecommunications Failures
We cannot be held responsible for a bet not being placed for any reason, including, computer malfunctions and failure of telecommunications services or internet connections (either yours or ours). We will not be liable if, for any reason, the Telephone Service is unavailable at any time or for any period. We make no warranty that the Telephone Service will meet your requirements or will be uninterrupted, timely, secure or error-free.
We reserve the right to share the information we hold on you and to seek criminal and contractual sanctions against you if you are involved in fraud, or dishonest or criminal acts and will make such reports as necessary to the authorities. We reserve the right to withhold payment to you where you are suspected of engaging in fraudulent, dishonest or criminal activities.
You shall indemnify and shall be liable to pay us, on demand, all costs, charges or losses sustained or incurred by us (including any direct, indirect or consequential losses, loss of profit and loss of reputation) arising directly or indirectly from your fraud, dishonesty or criminal actions.
If you wish to make a query or complaint you should contact our ‘Customer Support Team’. If your query or complaint is not then resolved, you can ask for it to be escalated to a manager or supervisor. If you are still unhappy with any solution offered by us, then the query/complaint shall be determined by the Independent Betting Adjudication Service (“IBAS”) whose ruling shall be binding. IBAS rule on complaints about betting and gaming transactions but do not deal with service related problems.
If, notwithstanding the above, you issue Court proceedings, we reserve the right to apply to stay those proceedings pending determination by the IBAS. If you fail or refuse to follow the ruling of the IBAS, you will reimburse all resulting expenses (including Court fees) incurred by us.
Withholding payment and our right to offset liability
We reserve the right to withhold payment and to declare bets on an event void if we have evidence that you were under 18 years of age when you placed the bet or that the integrity of the event has been called into question, the price(s) or pool has been manipulated or match rigging has taken place.
If you owe any money to us for any reason, we have the right to take that into account before making any payments to you.
Opening and Maintaining your Account
You must ensure that the details provided when opening an account are accurate and kept up to date. We reserve the right to suspend or terminate your account if this information, which includes your username and security questions, is deemed to be offensive or inappropriate. You can access and amend your own individual account information by the Telephone Service, the Website (where you have completed the internet registration process) or in our shops.
We may collect and process personal information about you for a variety of purposes, and may share the personal information with our third party data processors who process your personal information on our behalf. We are also entitled to share such information which includes personal data and betting history with the regulator, sporting bodies and other bodies, including the police, in order to investigate fraud, money laundering or sports integrity issues and to comply with our regulatory duties.
If another person accesses your account you are solely responsible for all their actions whether or not their access was authorised by you and you hereby indemnify us and hold us harmless against all costs, claims, expenses and damages arising in connection with the use of or access to your account by any third party.
Your telephone conversations with us may be recorded both to assist us in training and in quality management, and to allow for the speedy resolution of queries.
Depositing and Withdrawing Funds
We do not charge for deposits made by bank transfer, debit or credit cards although you should note that some credit card companies categorise betting transactions as ‘cash’ and may levy a fixed and/or interest charge from the date of payment. We do not charge you for withdrawals to debit or credit cards or via bank transfer to bank accounts.
Your account should not be used as a banking facility and deposits should only be made with a view to using funds to place bets. If you, for whatever reason, appear to be depositing or withdrawing money without genuine play, you will be liable to have your account suspended and the circumstances investigated. This may result in a report to the necessary authorities (see our responsibilities under the anti-money laundering regulations) or the account being closed.
Returns due on bets placed will be added to your current deposit balance once the bet has been settled.
We have restrictions in regards to opening accounts and taking bets from residents outside of the United Kingdom. Please refer to the ‘Restricted Territories’ section of our Website or ask our operator for more details on the restricted territories.
Placing a Bet through the Telephone Service
Your bet details and the total stake invested will always be read back to you during your call. It is your responsibility to listen carefully to ensure we have understood the bet details correctly and to wait for the verbal confirmation that the bet has been accepted. Please refer to the Rules regarding payments for stakes and the timing of when bets are struck.
Acceptance & Validation of phone bets
In the case of bets where payment is made by the active payment method on your account, the bet will be deemed to have been struck when the bet has been read back and the funds have been authorised by the payment provider.
In the case of Debit/Credit card accounts, before we can take any money from your bank we first require you to provide the Card Secure Code (CSC) from your registered bank card. Our system will always check if internal funds are available in your Ladbrokes account before debiting funds from the debit/credit card registered. Any outstanding balance will then be debited from the debit/credit card. All transactions will appear as Ladbrokes on the bank card statement.
If there are sufficient funds in your Ladbrokes account balance to pay for the entire bet without taking funds from your active payment method, then the bet will be struck when the bet is read back to you and the funds are deducted from your balance.
Subject to authorisation bets - Debit/Credit cards
If we are unable to get bank authorisation at the time the bet is processed, the advisor will confirm to you that the bet is taken "subject to authorisation". If authorisation is subsequently declined by the bank or credit card company, the bet does not stand.
Subject to winnings bets
In exceptional circumstances we may choose to accept a bet 'subject to winnings' if you have winnings to come from previous bets which have not yet been processed into your account. Bets placed 'subject to winnings' will only stand if there are sufficient funds available in your account when the bets are processed in time order of acceptance. If there are insufficient funds then the bet will be settled in proportion to the funds available. If on settlement of the account a bet has been accepted where no funds were available, then the bet (and any subsequent bets placed) will be void, win or lose.
If a call is disconnected it is your responsibility to ring back immediately to confirm the bet details and complete the transaction before the start of the event. If you do not call back until after the start of the event, the bet will not be processed. You should never ring off until the advisor has confirmed at the end of the call that the bet has been accepted by Ladbrokes and funds have been authorised.
Ante Post Bets
Ante Post bets placed on a debit/deposit account, are paid for at the time the bet is placed.
You are responsible for maintaining sufficient funds in your account to pay for your bets. If a bet has been accepted in error when your account does not have sufficient funds to cover the whole of the bet, Ladbrokes reserves the right to settle the bet in sequence of acceptance and, finally, in proportion to available funds. If the bet has been accepted when no further funds are available, Ladbrokes will make the bet void, win or lose.
Termination of Account
We reserve the right to close your account at any time. You may close your account at any time in writing, via e-mail, fax or letter. In this case, you shall be sent any balance remaining in your account by a method of payment determined by us. Outstanding bets which subsequently win will be paid out when the bet is completed.
If you do not use your account to carry out any betting activity for a period of 12 consecutive months, such account shall be deemed to be inactive (“Inactive Account”). The Rules set out how we might treat Inactive Accounts.
Consequences of Termination
You agree that we shall not be liable to you, nor to any third party, for any termination of your account or your use of the Telephone Service. Your sole remedy in the event of termination of your account shall be the re-imbursement of any undisputed account balance you may then have.
Limitation of liability
You agree that your use of the Telephone Service is at your sole risk.
Our maximum liability to you arising out of the Rules, whether for breach of contract, tort (including negligence), or otherwise will be limited to the amount of the bet relevant to which the liability in question has arisen or, if we have misplaced monies paid into you’re account, the return of the same amount into your account. We shall not be liable to you in any circumstances for business interruption, loss of profits, revenue, business, data, opportunity, business information or goodwill or indirect or consequential loss, even if such losses are foreseeable or if we have been notified by you of the possibility of such losses.
We will not be liable for any breach of the Rules if such a breach is caused by a matter beyond our reasonable control, including acts of God, internet failures, computer equipment failures, telecommunication equipment or other equipment failures, electrical power failures, fire, lightning, explosion, war, flood, industrial disputes, sabotage, severe weather, or acts of local or central Government or other competent authorities.
Indemnity from you
In addition to the other indemnities set out in the Rules, you agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liabilities, damages, losses, costs and expenses including legal fees, arising out of any breach of the Rules by you.
The maximum daily payouts on any bet, or bets, are contained in the Rules. The maximum payout limits apply to individual events.
All prices are subject to change and may, on occasion, be restricted to certain stake levels. The prices offered via our other business channels, such as our shops or on-course betting facilities, may be different from those available at our Call Centre (or on the internet).
There are different types of prices available for different events.
The Rules contain extensive and detailed provisions regarding different types of bet and event (e.g. Horse racing, Greyhound racing and Lotto betting) and the treatment of different circumstances that may arise at the start of, during or at the end of an individual betting process (e.g. ambiguous bet instructions, non runners, postponed matches and dead heats). Please refer to the Rules for more details.
THIS IS A SUMMARY ONLY OF SOME OF THE RULES APPLYING TO TELEPHONE BETTING. CUSTOMERS SHOULD READ THE RULES IN FULL FOR A COMPLETE UNDERSTANDING OF THEM. IF THIS SUMMARY AND THE RULES CONTRADICT EACH OTHER THE RULES WILL PREVAIL