TERMS AND CONDITIONS
Please ensure that you read and understand these Terms and Conditions before you start to use any section of the Website. These Terms and Conditions contain important information about the legal agreement between us, and provide information about what other documents form part of our relationship with you.
We would like to draw your attention specifically to the following clauses:
- clause 12 – Maximum Payout
- clause 18 – Termination of Account
- clause 19 – Consequences of Termination
- clause 28 – Limitation of Liability
If you have any questions about these Terms and Conditions, please contact us to discuss. You can find details of how to contact us on the Contact Us section of the Website.
1.1 You can enter into betting transactions:
1.1.1 through the Ladbrokes website www.ladbrokes.com or any other websites or applications (known as "apps"), including those provided on mobile phones and tablets, that we own (the "Website");
1.1.2 by telephone (the "Telephone Service") (for which, in respect of bets placed on both the Sportsbook and the Exchange, the terms and conditions are contained in the Rules); or
1.1.3 in our shops (for which the terms and conditions are contained in the Rules).
1.2 Please read these Terms and Conditions carefully before you start to use any section of the Website. By using any section of the Website or by opening an account with the relevant Ladbrokes company (set out in clause 2.1) through the Website, you agree to be bound by:
1.2.1 these Terms and Conditions;
1.2.2 the Rules when betting on the 'Sportsbook';
1.2.3 the Exchange Rules when betting on the 'Exchange';
1.2.5 any terms and conditions and or rules with regards to promotions, bonuses and special offers which may apply from time to time;
1.2.6 the Lottery Game Rules, the 'Live Game Rules' for blackjack, roulette and slingshot roulette and baccarat and any other betting rules which may apply from time to time;
1.2.7 the ID Verification Policy (UK Players); and
1.2.8 any other rules and terms and conditions available in the Ladbrokes Help Centre (to the extent not covered in Clauses 1.2.1 to 1.2.6 above),
1.6 You acknowledge that there is a risk of losing money when gambling through the Website and you are fully responsible for any such loss.
1.7 These terms will be deemed effective 14/04/20.
2.3 Gambling activity carried out via this website is licensed and regulated by the following bodies:
2.3.1 In the case of gambling activity by persons located in Great Britain, it is the British Gambling Commission, under licence no. 54743; and
2.3.2In the case of gambling activity by persons located outside of Great Britain, it is the Government of Gibraltar and Gibraltar Gambling Commissioner, pursuant to the following licences:
126.96.36.199 Licence number 010 in respect of Fixed Odds Betting; and
188.8.131.52 Licence number 012 in respect of Casino (including but not limited to the 'Poker', 'Casino', 'Games', 'Bingo', 'Lottos', 'Exchange', 'Live Casino', 'Virtuals' and 'Slots' sections of the Website).
4. Access to and use of the Website
4.1 Access to our Website is permitted on a temporary basis, and we reserve the right to withdraw, suspend or amend any aspect or feature of the Website without notice. If the need arises, we may suspend access to parts of our Website or the entire Website for maintenance purposes. We will not be liable if, for any reason, our Website is unavailable at any time or for any period.
4.2 We may, in our absolute discretion, change the content (including betting products or elements of the betting product) of our Website at any time (provided such changes do not affect games and/or bets already in progress).
4.3 You shall use the Website for your own personal and non-commercial use only and shall not be allowed to provide access or reproduce the Website or any part of it in any form whatsoever without our express consent, including creating links to it.
4.4 You shall not use the Website for any purpose 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.
4.5 You must not misuse the Website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to the Website.
4.6 You are solely responsible for making all arrangements necessary for you to have access to the Website. We will not be liable for any losses caused to you by the internet or any telecommunications service provider which you have engaged in order to access the Website.
4.7 We cannot guarantee that our Website will be compatible with any hardware or software that may be used by visitors to the Website.
4.8 If you want to report an error or have any questions please contact the Customer Support Team. Please note that any calls to our Customer Support Team may be monitored or recorded for training and quality management purposes and to assist us in quick and effective resolution of queries.
5. Registration and Account Security
5.1 By opening an account with us and/or by using the Website you warrant that you:
5.1.1 are at least 18 years of age and above the legal age for gambling in the jurisdiction you are a resident;
5.1.2 are legally capable of entering into binding contracts;
5.1.3 have not excluded yourself from gambling and neither we nor any other operator has excluded you from gambling (see clause 16 - self exclusion);
5.1.4 are a resident in an area that permits gambling to occur; and
5.1.5 are not restricted from opening an account under the 'Restricted Territories' section of the Website.
5.2 It is a condition of our acceptance of bets from you or your placing bets on the Exchange that, by taking an offer on the Exchange you warrant that:
5.2.1 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;
5.2.2 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; and
5.2.3 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 do not know the outcome of the event.
5.3 In the event we discover you are under 18 or the legal age for gambling in the jurisdiction you are 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.
5.4 In the event of any of the other warranties set out in clause 5.1 or 5.2 proving to be false your stake will be forfeited 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.
5.5 Gambling whilst under the age of 18 (or the legal age for gambling in other jurisdictions where relevant) is a criminal offence and we take our responsibilities to prevent access by under 18s very seriously. Electronic age verification checks are carried out and whilst we aim to make the process as seamless and unobtrusive as possible it may be that further information will have to be obtained direct from you.
5.6 We may need to verify your age and to do so we will forward your name, address and date of birth to a third party to electronically verify these details. 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. The third party that we use is fully aware of its obligations under the Data Protection Act and will always act in accordance with its provisions. We reserve the right to request documentation from you in order to complete verification checks.
5.7 We may, on opening of an account or at any time, request that you provide us with documentation and/or information to complete our verification checks. This may include requests for documents or information to ascertain the following (non-exhaustive list): your identity; name; age; address; country of birth; payment methods; income; domestic identification. Failure to provide any documentation or information requested promptly may lead to account restrictions, suspensions and/or closure, retention of funds and disclosure to relevant authorities.
5.8 It is your responsibility to ensure that all details you provide us in satisfaction of our verification checks are kept up to date in order to ensure that you are able to receive important account related notifications.
5.9 Any verification information you send to us may be shared with the Ladbrokes Group where you have accounts with any of our other brands.
5.10 Customers located in Great Britain may only start using our services after we have successfully completed all verification checks.
6. Restricted Territories
6.1 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 the Website.
6.2 We constantly review our ability to offer gambling facilities within territories that are not already included in our ‘Restricted Territories’ section of the Website. When we are no longer able to offer gambling facilities in a specific territory (whether for legal or regulatory reasons or otherwise) we will update the 'Restricted Territories' section of the Website accordingly.
6.3 When a new territory is added to the ‘Restricted Territories’ section of the Website, all accounts relating to customers residing in that territory will be closed with immediate effect. Should a customer residing in a newly restricted territory have placed any bets in relation to events which have not yet taken place at the time at which the territory became a restricted territory, we reserve the right to treat such bets as void, with the stake being returned to the customer. Where a customer has a cumulative/multiple bet with concluded selections that have settled and selections that have yet to take place at the time at which the territory became a restricted territory, we will remove those selections which have not yet settled from the betting slip and settle the bet as it stands by re-calculating the odds accordingly. Any outstanding account balance will be paid to you in accordance with section 8 'Depositing and Withdrawing funds' of these Terms and Conditions and where this is not possible by a method of payment determined by us.
6.4 The availability of the Website does not constitute an offer, solicitation or invitation by us for the use of betting, gaming or other services in any jurisdictions in which such activities are prohibited by law. Under no circumstances will we be liable for any breach of state or country law that may occur as a result of your usage of the Website.
7. Opening and Maintaining your Account
7.1 Customers may open only one account. Should we identify any customer with more than one account we reserve the right to close such accounts.
7.2 You must ensure that the details provided when opening an account (including but not limited to your address (meaning your usual place of residence), telephone number and email address) are accurate and kept up to date. You can access and amend your own individual account information on the Website (including via your mobile or tablet device), the Ladbrokes mobile and/or tablet application, the Telephone Service or in our shops.
7.3 When opening an account you are requested to choose your own username and password. You should ensure that these details are kept private, as you are responsible for all bets placed on your account, where the correct security information has been provided. If you lose, or forget, your username and/or password, or if you believe that a third party is aware of them, you should contact us immediately so that new security details can be allocated to you. These new details will be emailed to you.
7.3.1 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.
7.4 The minimum deposit amount is dependent on the type of payment method you choose (see the Payments section of the Website) and you can only bet up to the amount available in your account. We reserve the right to change the forms of payment (for example, debit and credit cards) that we may accept from time to time. Interest is not paid on monies held in your account.
7.5 From time to time we offer bet incentives for new accounts. You are not eligible to receive new account offers if you are one of our existing customers.
7.6 We are required by our British Gambling Commission licence to inform customers about what happens to funds which we hold on account for you, and the extent to which funds are protected in the event of insolvency http://www.gamblingcommission.gov.uk/for-the-public/Your-rights/Protection-of-customer-funds.aspx.
7.7 We hold active customer balances in a trust account, which is separate from our corporate funds and means that steps have been taken to protect customer funds in such a way that they would not, in the event of insolvency, form part of our assets. This meets the British Gambling Commission’s requirements for the segregation of customer funds at the level: medium protection.
8. Depositing and Withdrawing Funds
8.1 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.
UK Customers only
As from 14 April 2020, We will no longer accept deposits using credit cards from customers in the United Kingdom whether directly, or indirectly via an electronic service provider or eWallet.
8.2 We do not charge you for withdrawals to debit or credit cards or via bank transfer to bank accounts.
8.3 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. Should you make repeated deposits and withdrawals without commensurate bets being placed, we reserve the right to pass on to your accounts, without prior notice, any bank charges we have incurred before closing the account.
8.4 Account facilities are provided to you solely to enable you to place bets or participate in poker or casino games. 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) and/or the account being closed.
8.5 Withdrawals via bank transfer to international accounts and all Western Union payments (deposits and withdrawals) attract bank/Western Union charges that may vary according to the amount of money transferred and are met by you.
8.6 We, in our absolute discretion and without giving reason, reserve the right to refuse to accept any type of payment presented to us irrespective of whether we have previously accepted such payment type from you or would usually accept that payment type from any customer.
8.7 You are able to withdraw any funds in your cash balances (this will also include any winnings realised from stakes using your own funds) at any time. However, please note that in circumstances where you withdraw funds in your cash balances that are committed and are being used to stake as part of an active bonus/promotional offer:
8.7.1 where the withdrawal amount requested is less than the full amount in the relevant cash balance, we may charge you a reasonable processing fee (reflecting the processing charges we incur) for processing the withdrawal request. This processing fee will be communicated to you when you make your request to withdraw; and
8.7.2 all corresponding bonus balances and/or bonus pending winnings will be forfeited in full.
8.8 Where more than one payment method has been used we reserve the right to ensure that payouts are made in accordance with rules designed to minimise fraud. This can include partial payments to previously used deposit types, where applicable
9. Payment of Winnings
9.1 Returns due on bets placed will be added to your current deposit balance once the bet (or, in the case of the Exchange, the market) has been settled. This balance will remain in your account unless you submit a request that part, or all, of the outstanding balance is returned to you. If your balance is zero, you will be required to transfer more funds before you are able to place any bets. Your processed funds will leave us at the close of business each bank working day and will be processed as follows:
9.1.1 Debit cards: funds will be paid back to your registered card and will be subject to the clearance period (normally three working days but it can be more) of the issuing bank or building society;
9.1.2 Visa credit cards: will be paid back to your registered card, up to a maximum of £5,000 per day. If you wish to withdraw more than £5,000 in any day you should contact our Customer Support Team
9.1.3 MasterCard credit cards: we are not able to pay funds back to Mastercard credit cards. Withdrawals will, where this is possible, automatically be paid to the registered bank account associated with your account via internet bank transfer. For additional payment methods see the Payments section of the Website.
9.2 For all the above methods if you wish to withdraw in excess of £5,000 per day you should contact our Customer Support Team
9.3 You are responsible for reporting your winnings and losses, if such reporting is required by your local law or tax or other authorities.
9.4 In accordance with section 17(2) of the Race Betting and Lottery Act, since July 2012, a 5% customer levy on stakes applies to all sports betting in Germany (both online and offline). This means that 5% will be deducted from the payout on all winning bets before the net winnings are credited to customers' accounts. The tax covers anyone resident in Germany at the time of placing the bet. In the case of losing bets, Ladbrokes will continue to cover the full amount of tax. Online casino games are not affected by the change.
10. Placing a Bet
10.1 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 relating to the subject matter of the bet. We reserve the right to refuse part or all of a bet.
10.3 Once you have placed your bet and you have received confirmation that your bet has been accepted, it is too late to cancel the bet (unless we, in our absolute discretion, provide permission to cancel or change the bet).
10.4 When betting through the Website you will know that your bet has been processed when after clicking OK to process your bet, your betting slip reappears with confirmation that your bet has been placed. Your betting slip will also have a receipt number individual to that slip, which confirms that the bet has been accepted.
10.5 Should you have any concerns that your bet has not been processed correctly go to the 'Your Account' button at the top of the screen and enter the date when you placed your bet. Details of all bets processed will appear on your screen. Only bets that appear on your 'Account History' screen are valid transactions.
10.6 It is your responsibility to ensure that the details of any transaction which you place are correct. For bets placed through the Website, you can check bets using the 'Account History' screen.
10.7 Bets placed by credit card or debit card do not become valid until we have received payment. If payment has not been received before the event commences, then that bet is automatically void.
10.8 Where bets are taken after the start of an event, bets will stand if nothing has happened which would significantly alter the chances of the selection winning or losing (with the exception of in play bets which may be placed during an event). For example, we would allow a football bet to stand (win or lose) if there had been no goal or sending off in the game. All bets placed after the result of an event is known will be void win or lose.
10.9 Clauses 10.3 to 10.5 and 10.8 shall not apply to any bet placed on the Exchange (but instead the details on how to place a bet on the Exchange, as well as other related Terms and Conditions, are set out at clause 11).
10.10 No account restrictions will be enforced against you after you have made one or more qualifying bets as part of a bonus or promotional offer, where it would adversely affect
your ability to satisfy the conditions to qualify or fully benefit from the bonus or promotional offer available.
11. Placing a Bet on the Exchange
11.1 To enter into a bet with another customer or customers, you must take any available offer in respect of any event or market listed in the Exchange accepting the terms on which you are willing to transact, e.g. event, selection, outcome and stake
11.2 In consideration of our acting as a facilitator for your transacting with one another we charge a commission. Please refer to Commission contained in the Exchange Help section of the Website for more information regarding calculation of commission. We reserve the right to amend our commission policy from time to time.
11.3 You will only be permitted to take existing offers using funds up to the amount of the current available balance in your Exchange wallet account.
11.4 The minimum bet you may make on the Exchange is £0.50 (or currency equivalent). We may increase or decrease this minimum at any time.
11.5 When you take any offer on the Exchange, we will act as stakeholder and as your agent in respect of the funds constituting the offer.
11.7 Once you have matched a bet on the Exchange, you will have entered into a contract with that customer or those customers on the terms stated in their opposing offer(s). This is a binding agreement from which it will not be possible for you to choose to exit and you will not be able to amend the terms at any time.
11.9 All bets taken on offers after an event has commenced but before the event has completed and betting on the event has been suspended ("In Running") will be subject to a built-in delay for matching such bets. Depending on the sport this delay could take up to 10 seconds. You must wait for confirmation after the delay that your bet has been matched. If your bet has not been matched during this time, your bet will be cancelled
11.10 When you bet on the Exchange, you grant to Ladbrokes an irrevocable authority:
11.10.1 to accept, on your behalf, any other customer's previously recorded corresponding and opposing offer and thus to create a matched bet or contract between you and another customer or customers; or
11.10.2 failing 11.10.1, to cancel the bet explicitly
11.11 Ladbrokes will provide you with an order number in respect of each of your placed bets.
11.12 Once a bet has been matched, Ladbrokes will instruct Ladbrokes Trustee Company Limited to provide a funds-clearance service for the transaction in the following way:
11.12.1 immediately upon your bet placement on the Exchange, Ladbrokes will instruct Ladbrokes Trustee Company Limited to debit an amount equal to your bet from your account in accordance with the terms of the bet. The total amount being deducted will be notified to you before you finally place the bet.
11.12.2 Ladbrokes Trustee Company Limited shall hold the relevant funds so as to ensure that the funds are not used for any other purpose until the undisputed outcome of the contract between you and the other customer or customers is known.
11.12.3 Upon settlement of the contract in accordance with the Exchange Rules and any relevant market information, we will distribute any winnings according to the applicable rules of the contract agreed between you and the other customer or customers, less our commission.
11.12.4 In the event that your offer is not matched by the Exchange, your bet will be automatically cancelled. In this situation, an amount equal to your bet will be returned to your account.
11.14 Programs may be used by some customers in order to automatically make offers into the Exchange and enter into binding contracts with other customers based on certain specifications and variables set within the program ("Bots"). Customers, whether they use Bots or not to make offers on the Exchange, should be aware that any offer could be susceptible to exploitation by other customers.
11.15 Customers are not permitted to use the Exchange to deliberately transfer money from one account to another by attempting to match bets exclusively between two accounts on the exchange.
11.16 All bets placed on Exchange markets are placed solely at the customer's risk. The Exchange endeavours to provide fair betting markets to customers with market conditions that reflect the true nature of the betting market on events at any point in time. The Exchange encourages customers to place bets on the exchange to form a fair betting market either through manual or automated means through an API or other interfaces. Any customer who seeks to manipulate betting market odds and or volumes away from fair market activity, either using automatic or manual means, will be deemed to act in breach of these Terms and Conditions. Accordingly, Ladbrokes reserves the right to suspend any offending customer’s account and shall be entitled to hold any funds relating to any such account pending the outcome of an investigation.
11.17 Ladbrokes reserves the right to void any or all bets made by any customer on the Exchange acting in an attempt to defraud the Exchange where there is any evidence of price, race, match or event rigging (including but not limited to the mis-use of Bots) or in the case of a rule breach applied by the governing body of the sport concerned. Where such evidence of rigging exists, or some other act which has unfairly affected the result, or where there is evidence of a series of bets each containing the same selection(s) having been placed by or for the same individual or group of individuals, Ladbrokes reserves the right to make bets void or withhold payment of returns pending the outcome of any subsequent investigation.
12. Maximum Payout
12.1 The maximum amount that we shall be obliged to pay to you in respect of any one bet or spin shall be limited to the following amounts:
12.1.1 'Sportsbook' betting through the Website is set out in the Rules;
12.1.2 'Poker' betting through the Website is £100,000;
12.1.3 'Casino' betting through the Website is £250,000;
12.1.4 'Bingo' betting through the Website is £250,000;
12.1.5 'Live Casino' betting through the Website is £250,000;
12.1.6 'Virtuals' betting through the Website is £250,000;
12.1.7 'Games' betting through the Website is £250,000; and
12.1.8 'Slots' betting through the Website is £250,000.
The above figures do not include any potential Progressive Jackpot winnings.
Should you win the jackpot at Ladbrokes Casino, you will receive the amount that is displayed in Chips within the progressive game that you are playing at the time of your win.
There is no limit on sums that may be won by bets placed on the Exchange Product.
12.2 You acknowledge and agree that for certain products your approved staking level may mean that you have the opportunity to win more than the amounts set out in Clause 12.1 above. Even where your approved staking level may give you the opportunity to win a higher amount, you agree that Ladbrokes shall only be obliged to pay to you the maximum amounts specified in Clause 12.1 above.
13. Cash Out and Edit My Acca
13.1 ‘Cash Out’ is a function which allows you to take a return on your bet prior to the market(s) in which you placed the bet closing.
13.2 Ladbrokes’ Cash Out offer is available to customers on the Website and also to The Grid customers betting in shop and cashing out via the mobile application or mobile site; on selected Sports markets, on single Sportsbook bets and Sportsbook single line multiple bets (i.e. accumulators) comprised solely of selections from markets where the Cash Out functionality is available. It is not available for full cover bets (e.g. trixies, Lucky 15s, Heinz etc) nor is it available on all Ladbrokes markets or the Exchange.
13.3 Whilst we will endeavour to make the Cash Out functionality available wherever possible, the Cash Out service may be unavailable from time to time and Ladbrokes provides no guarantee as to its availability and shall not be liable for any losses claimed from the unavailability of the Cash Out function. We therefore recommend that you do not place bets with the intention of using the Cash Out function as a way of mitigating the liability of your bet. All bets will stand regardless of the availability of the Cash Out feature.
13.4 Following any request to Cash Out your bet, Ladbrokes will notify you whether such request was successful. Cash Out requests are not guaranteed and may be unsuccessful if for example there is a change in the market odds or the market suspends prior to the Cash Out request being processed.
13.5 In the event your Cash Out request is unsuccessful, a message will be shown which gives the reason why and a new Cash Out offer may be offered to you.
13.6 In the event your Cash Out request is successful, a ‘success’ message will be displayed and your bet will be settled immediately and the Cash Out value returned to your account. Following a successful request to Cash out, the Cash Out value returned to your account will be the higher of i) the amount shown on the Cash Out button or ii) in circumstances where the Cash Out Value increases during the period between your initial request to use the Cash Out functionality and your subsequent Cash Out confirmation, the increased sum. The Cash Out value returned is inclusive of the original stake.
13.7 When customers successfully Cash Out this shall constitute a settlement of the original bet and any subsequent events will have no impact on the amount returned to your account. All Cash Out transactions remain subject to Ladbrokes’ standard settlement and bet acceptance rules set out in these Terms and Conditions.
13.8 In the unlikely scenario that a Cash Out value (or a price relating to a Cash Out value) has been incorrectly offered, Ladbrokes reserves the right to take corrective measures to rectify such errors, including, where applicable, settling the Cash Out request for an amount equivalent to the Cash Out value which would have been available in the absence of such error.
13.9 We reserve the right to amend, suspend or remove Cash Out availability at any time on any market or to any customer.
Edit My Acca
13.10 'Edit My Acca' is a function that allows you to remove selection(s) from an active football accumulator prior to the market(s) on which you placed your bet closing. This is achieved by replacing your existing bet with the remaining selections of your football accumulator in a new bet. The 'Edit My Acca' function offers you the opportunity to settle your first bet using Cash Out. The sums returned from settling the first bet using Cash Out are then used as the stake for a new bet based on the remaining selections of your active football accumulator.
13.11 The Edit My Acca function is available on Digital Sportsbook single line multiple bets (doubles and upwards) comprised solely of selections from sports markets where the Cash Out function is available. Save as otherwise stated in clauses 13.10 to 13.12 (Edit My Acca), the terms and conditions in relation to Cash Out apply equally to the Edit My Acca function (where relevant).
13.13 Whilst we will endeavour to make the Edit My Acca function available wherever possible, the Edit My Acca function may be unavailable from time to time and Ladbrokes provides no guarantee as to its availability and shall not be liable for any losses claimed from the unavailability of the Edit My Acca function. We reserve the right to amend, suspend or remove the Edit My Acca function at any time on any market or to any customer.
14. Account Correction
14.1 Where, in respect of any Product or an event within a Product, we make an error (whether human or otherwise), we will be entitled to declare the transaction void and withhold any payments. If we wrongly pay an amount to you or we pay you more than the amount to which you are properly entitled you agree to repay to us immediately upon request from us the amount which has been wrongly paid or overpaid to you. We have the authority to adjust your account to reflect the true outcome and rectify the error. An example of such an error might be where a price is incorrect, a bet is late, a failure occurs in one of our systems or where we enter a result of an event incorrectly.
15.1 We offer a self-exclusion facility to help you if you feel that your gambling is out of control and you want our assistance to help stop. At your request, we will prevent you from using your account for a specific period, as determined by you, of between 6 months and 5 years and we will take reasonable steps to prevent the opening of new accounts.
15.2 Accounts that have been self-excluded are unable to be reactivated under any circumstances until the expiry of the self-excluded period. At the end of the period, you may recommence betting by phoning our Customer Support Team (email is not accepted) after a 24 hour waiting period has lapsed.
15.3 Our self-exclusion involves a joint commitment from us and you. We will take reasonable steps to prevent you re-opening your account or opening new accounts. However, during the period of your exclusion, you must not attempt to re-open your account or to try and open new accounts.
15.4 Having implemented reasonable checks and safeguards to ensure that whilst you are self excluded you cannot open an account we cannot be held liable to you or any third party if you are able to continue to gamble on the Website, using the Telephone Service, in our shops or you continue to gamble on any third party's website or premises.
15.5 To use our self-exclusion facility and in order to ensure that any accounts you have chosen to be excluded from have been closed, subject to the Self Exclusion agreement, please call us or send an email to firstname.lastname@example.org with details of all the accounts, account numbers and/or usernames you have and the period that you wish the self-exclusion to apply. If a specific period is not given, we will exclude you for the minimum period of 6 months.
15.6 According to your request we will either: (i) extend your self-exclusion with Ladbrokes and Betdaq; or (ii) apply your self-exclusion to all the brands run by our group that are available to users in Great Britain, including but not limited to: Betdaq, Bwin, Coral, Ladbrokes, Sportingbet, Foxy Casino, Gala Casino, Gala Spins, Party Casino, Cheeky Bingo, Foxy Bingo, Gala Bingo and Party Poker
15.7 Online “GAMSTOP” Self-Exclusion Service
15.7.1 In addition to our own internal self-exclusion facility detailed in paragraph 16.1, we are registered with the self-exclusion service provided by The National Online Self Exclusion Scheme Limited (“GAMSTOP”). Successfully registering with the GAMSTOP self-exclusion service will prevent you from accessing all online gambling websites and apps run by companies licensed as members of the service. You can find out more details about the GAMSTOP self-exclusion service by visiting www.gamstop.co.uk.
15.7.2 In circumstances where you successfully register to use the GAMSTOP self-exclusion service, we will take all reasonable steps, whilst your self-exclusion is “active”, to prevent you from accessing your online accounts, or opening new online accounts, using our online gambling website, telebetting service and apps (this will also include opening/accessing accounts in-shop in circumstances where these accounts are linked to your online accounts).
15.7.3 We are only able to operate self-exclusion under the GAMSTOP self-exclusion service on the basis of information you provide to GAMSTOP as part of your registration to use the GAMSTOP self-exclusion service. We will not be responsible for any failure on our part to spot any errors made by you or GAMSTOP when providing this information.
15.7.4 You are reminded that it is in your interests to provide GAMSTOP with truthful and accurate details, consistent with those which you use/have used to set up any online accounts with us. It is your responsibility to keep the information provided to GAMSTOP up to date. We will not be responsible for you failing to keep this information up to date.
15.7.5 The GAMSTOP self-exclusion service will only prevent you from accessing those online accounts that match the details you have provided to GAMSTOP as part of your self-exclusion application. Similarly, the GAMSTOP self-exclusion service will only prevent you from opening new online accounts where the personal information you provide to us matches the details you have provided to GAMSTOP as part of your self-exclusion application. We will not therefore be responsible for failing to prevent access to your online accounts or prohibiting the opening of new online accounts, in circumstances where inaccurate, inconsistent and/or incomplete information is provided to us and/or GAMSTOP.
15.7.7 To ensure that you get the full benefit of the self-exclusion facility available under the GAMSTOP self-exclusion service, you are advised to also contact the online gambling operators you use to confirm that your application to register with the GAMSTOP self-exclusion service has been successful. You can contact us by email at the following addresses:
184.108.40.206 Ladbrokes: Responsiblegambling@ladbrokes.co.uk
220.127.116.11 Coral: Responsible.Gambling@Coral.co.uk
18.104.22.168 Gala: Responsiblegambling@galacoral.com
15.7.8 When contacting us to confirm that your application to register with the GAMSTOP self-exclusion service has been successful, please confirm the following information (you are reminded that the information you provide to us and GAMSTOP must be accurate, consistent and complete to ensure you can fully benefit from the GAMSTOP self-exclusion service):
22.214.171.124 online account username;
126.96.36.199 address; and
188.8.131.52 date of birth.
15.7.9 By contacting us to confirm that your application to register with the GAMSTOP self-exclusion service has been successful, we will be able to put in place measures and arrangements for the following:
15.7.10 Subject to our rights under any terms and conditions you have agreed with us permitting us to withhold any funds from your online accounts, the full balance of your online accounts will be returned to you within 10 working days via the current active payment method linked to your online accounts (albeit please note that in circumstances where you have any outstanding bets in place at that point at which your self-exclusion takes effect on our operating systems, due to the outcome not yet being determined, any potential returns due from these bets will be returned within 10 working days of the outcome being decided); and
15.7.11 You will not receive from us any direct online marketing materials in relation to our online products, promotions and/or services.
15.7.12 After expiry of the minimum exclusion period agreed between you and GAMSTOP, you will be required to contact GAMSTOP direct to arrange for your self-exclusion to be deactivated. Whilst GAMSTOP make every effort to deactivate your self-exclusion as soon as possible, this cannot be guaranteed. Please note that we cannot process deactivation on your behalf. All requests to GAMSTOP for deactivation of your self-exclusion will also be subject to a 24 hour “cooling-off” period. Once your self-exclusion has been successfully deactivated, you will be able to access your online accounts/open new online accounts with us. In circumstances where you do not contact GAMSTOP to deactivate your self-exclusion after the period of exclusion you have agreed with GAMSTOP expires, your self-exclusion will continue for a further 7 years, after which the self-exclusion will be deactivated.
15.7.14 Having implemented reasonable checks and safeguards to ensure that whilst you are self-excluded under the GAMSTOP self-exclusion service you cannot access an existing online account or open a new online account with us, we cannot be held liable to you or any third party if you are able to continue to gamble using our online gambling website, telebetting service and/or apps (this will also include opening/accessing accounts in-shop in circumstances where these are linked to your online accounts).
15.7.15 In addition, in no circumstances will we be liable to you or any third party if you are able to access your online accounts or open new online accounts during a period of self-exclusion under the GAMSTOP self-exclusion service for reasons outside of our reasonable control. This will include circumstances where the operating systems utilised by GAMSTOP fail to properly and/or instantaneously identify you and/or your online accounts as subject to self-exclusion when you attempt to use our online gambling website, telebetting service and/or apps (this will also include when you try to open/access accounts in-shop in circumstances where these are linked to your online accounts).
16. Errors in relation to Sportsbook markets
16.1 This clause relates to errors made in Sportsbook markets. Any errors made in relation to Exchange markets are dealt with under clause 17.
16.2 We make every effort to ensure that we do not make errors in accepting bets. However, if as a result of human error, system problems or an error where odds are incorrectly displayed in third party odds-comparison websites, a bet is accepted at a price (which includes the odds, handicap provisions and other terms or details of the bet) that is either:
16.2.1 materially different from those available in the general market at the time the bet was made;
16.2.2 clearly incorrect given the chance of the event occurring at the time the bet was made,
then we will pay winnings at the correct price.
16.3 To establish the correct price we will consider prices available in the general market at the time the bet was made, including the prices offered by William Hill and Coral. Examples of circumstances where this would apply are:
16.3.1 the price is recorded as 100-1 when the price on offer in the general market is 10-1; or
16.3.2 the margins for handicap betting have been reversed.
16.4 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.
17. Errors in relation to Exchange markets
17.1 This clause relates to errors made on Exchange markets. Any errors made in relation to Sportsbook markets are subject to clause 16.
17.2 If Ladbrokes becomes aware of any issue or error in respect of any market on the Exchange where such issue or error, in its absolute discretion, may affect the operation or integrity of that market, Ladbrokes reserves the right to void any bets matched on the Exchange that have not yet been settled by the Exchange in which case it will, if appropriate, return the relevant sums to your account.
17.3 Following the settlement of any market on the Exchange, Ladbrokes reserves the right to correct errors of settlement. If, following correction of a mis-settlement, the balance on your account becomes negative, you must immediately deposit sufficient funds into your account to increase the balance to an amount at least equal to zero.
17.4 Ladbrokes reserves the right to recover from you any sums paid out in error or which become the subject of a disputed contract. Any sums that become subject of a disputed bet will be placed in a holding account pending resolution of the dispute in accordance with our Disputes Policy.
17.5 If an Exchange market is incorrectly settled (whether or not as a consequence of our mistake) and this causes your Exchange wallet to have a negative balance, we reserve the right to transfer funds from any other of your wallets or accounts held with us to return the balance of your Exchange wallet to zero.
18. Termination of Account
18.1 We reserve the right to close your account at any time for any reason. If we terminate your account for any reason the provisions set out in Clause 19 shall apply.
18.2 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.
18.3 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").
18.4 Any Inactive Account will be charged an administration fee each month (the "Inactive Account Fee") of £2 (or currency equivalent) or 5% of the balance of the account (whichever amount is greater). We will notify you if your account becomes an Inactive Account. Subject to clause 18.5, the Inactive Account Fee shall be deducted from an Inactive Account on the first day of the calendar month after your account became an Inactive Account and thereafter on the first day of every following calendar month.
18.5 The Inactive Account Fee will be deducted until the earlier of: (a) the account balance being reduced to zero; or (b) the account being reactivated by you using the account to carry out betting activity. In each situation the Inactive Account Fee shall cease to be deducted.
18.6 We reserve the right to close any Inactive Account whose balance has been reduced to zero for a consecutive period of 6 months.
19. Consequences of Termination
19.1 Subject to this clause 19, you agree that we shall not be liable to you for any termination of your account or your use of the Website.
19.2 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 and we shall have no further liability to you whatsoever. Where we terminate your account due to you breaching any of these Terms and Conditions or where the territory in which you reside becomes a Restricted Territory (in accordance with Clause 6) and you have placed any bets in relation to events which have not yet taken place at the time of the termination of your account, we reserve the right to treat such bets as void, with the stake being returned to you. Where a customer has a cumulative/multiple bet with concluded selections that have settled and selections that have yet to take place at the time at which the territory became a restricted territory, we will remove those selections which have not yet settled from the betting slip and settle the bet as it stands by re-calculating the odds accordingly. Any outstanding account balance will be paid to you in accordance with section 8 'Depositing and Withdrawing funds' of these Terms and Conditions and where this is not possible by a method of payment determined by us.
19.3 Upon termination of your account, you agree and acknowledge that your rights to use the Website shall immediately terminate and you will remove any software provided to you or downloaded from the Website.
20. Information we collect about you
20.1 It is your responsibility to ensure that your personal account details and personal information is 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.
20.3 We are entitled to share the information we hold on you 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.
21. No Warranty
21.1 We will endeavour to provide the Website using our reasonable skill and care. We make no further warranty or representation, whether express or implied, in relation to the Website. All implied warranties or conditions of satisfactory quality, fitness for purpose, completeness or accuracy are hereby excluded to the fullest extent permitted by law.
21.2 We make no warranty that the Website will meet your requirements or will be uninterrupted, timely, secure or error-free, that defects will be corrected, or that the Website or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the materials or as to results or the accuracy of any information obtained by you through the Website.
21.3 In the event of systems or communications errors relating to the generation of random numbers, bet settlement or other elements of the betting product, we will not be liable to you as a result of any such errors and we reserve the right to void all bets on the draws in question.
21.4 In rare circumstances the result displayed within a game may be incorrect. In the event of a dispute, the result recorded on the game server will stand as the correct outcome. Nothing in this clause shall affect our rights as set out in clause 14.1.
22. Intellectual Property Rights
22.1 You acknowledge and agree that all intellectual property rights in our Website, its contents (including any software) and in the content published on it shall remain at all times vested in us or our licensors. These intellectual property rights include, without limitation, copyright, trade marks, the underlying software, the design, graphics, layout, look and feel and structure of our Website, database rights, design rights, domain names and rights to goodwill and/or to sue for passing off. You are permitted to use this material and content only as expressly authorised by us or our licensors.
22.2 You acknowledge and agree that the material and content contained within our Website is made available for your personal non-commercial use only and that you may only download such material and content onto only one computer hard drive for such purpose. Any other use of such material and content is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit, tamper with or create derivative works of such material and content.
23.1 For certain of our betting products and services offered through our Website you may need to download software in order to use them and we will licence the software to you (or sub-license to you, to the extent the software is owned by a third party). The terms upon which you may download and use any such software will be made available to you at the time of download and must be accepted by you prior to your use of that software.
23.2 Downloads may involve placing files and installation software on the hard drive of your computer. Convenient locations for storing the software may be suggested during the download and installation procedure but it is your responsibility to store the software in accordance with the exact nature and set-up of your individual computer. We shall not be responsible for incorrect storage of the software in files/folders where it may interfere with the start up, running and third party software procedures of your computer.
23.3 23.3. You shall not:
23.3.1 interfere with, modify or reverse engineer any software provided to you by us and/or any third party, except as permitted by law; or
23.3.2 copy or use any software, without our or the third party software providers written consent.
23.4 Any material downloaded or otherwise obtained through the use of our Website is done at your own discretion and risk.
23.5 You will be solely responsible for any damage to your computer system or for any loss of data that results from the download of any such material.
24. Links from our website
24.1 Where our Website contains links to other websites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of these sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them or their use of any information they may acquire about you (including personal data).
24.2 A link from our Website does not constitute an endorsement by us of the use of that link, the company or organisation behind that link or the contents of the website reached using that link.
25. Uploading Content to our Website
25.1 Some of the betting products and services made available on the Website provide functionality for you to utilise your own content in conjunction with our online products and services ("User Content"). You retain ownership of your User Content. You understand and agree that you are solely responsible for your User Content and we do not endorse any User Content and expressly disclaim any and all liability in connection with User Content.
25.2 Where you utilise User Content in conjunction with our online products and services you warrant and represent that the User Content:
25.2.1 is an original work created by you or you have the express consent of the owner of the User Content in such manner;
25.2.2 does not infringe any third party intellectual property rights or rights of privacy anywhere in the world;
25.2.3 does not contain any derogatory, offensive, indecent, inappropriate or defamatory material or statements;
25.2.4 does not contain any computer virus, trojan horse, or any other form of malicious computer code which would disable, disrupt, harm or impede our Website or any software, data or hardware owned or operated by us; and
25.2.5 complies with all applicable laws and regulations including, without limitation, data protection and privacy laws.
25.4 Any User Content you upload to our Website will be considered non-confidential and non-proprietary, and we and our sub-licensees have the right to use, copy, distribute and disclose to third parties any such User Content for any purpose. By uploading User Content to our Website, you are automatically deemed to have granted us a licence to use and sub-licence that User Content as we see fit, including for commercial purposes.
26. IT Failures
26.1 We cannot be held responsible for a bet not being placed or a bet not being matched for any reason or you being disconnected from the Website, including but not limited to computer malfunctions and failure of telecommunications services or internet connections. The balance of your account will at all times be as is recorded on our server.
26.2 The balance on the server when logging on to our Website, after you have been disconnected, will reflect the balance after completion of the last bet prior to the disconnection.
26.3 We regret the imposition of the above, however it is necessary to avoid further complications. By placing any further bets on our Website, you accept the results of any previous bet. As such (at our discretion) the results of the previous bet are no longer in dispute and no refund or other adjustments will be granted. If you feel the result of any of the games is unfair or incorrect, you should contact us immediately and report the incident.
28. Limitation of Liability
28.1 You agree that your use of the Website is at your sole risk.
28.2.1 the amount of the bet relevant to the which the liability in question has arisen; and
28.2.2 where monies paid by you into your account have been misplaced by us, the return of the same amount into your account.
28.3.1 the amount of commission actually received from you in the previous six months; and
28.3.2 where monies paid by you into your account have been misplaced by us, the return of the same amount into your account.
28.4 28.4. We shall not be liable to you in contract, tort (including negligence), breach of statutory duty or otherwise arising for:
28.4.1 business interruption, loss of profits, revenue, business, data, opportunity, business information or goodwill; or
28.4.2 indirect or consequential loss,
28.5 We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website and you confirm that we shall not be liable to you or any third party for any modification to, suspension of or discontinuance of the Website.
29.1 We reserve the right to seek criminal and contractual sanctions against you if you are involved in fraud, 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.
29.2 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.
29.3 Where we have reason to believe that you (or your account) are involved in fraud, dishonest or criminal acts we reserve the right to refuse a bet or any part of a bet offered to us and to void any accepted bets and withhold settlement (there may be other instances where we may void a bet as detailed under the specific sport/event rules, or as otherwise instructed by an appropriate regulator or authority).
30.1 If you wish to make a query or complaint regarding the Website, as a first step you should as soon as reasonably practicable contact our Customer Support Team. For further details on the procedure please see our article: Did We Get it Right?
30.2 If, having spoken to a member of the 'Customer Support Team', your query or complaint is not resolved, you can ask for the query/complaint to be escalated to a manager or supervisor. Our manager/supervisor will look into your query/complaint in more detail and contact you back with a resolution within 48 hours. You will be given the name and status of the person who your query/complaint has been referred to.
30.3 Please note that any calls to our Customer Support Team or to our managers/supervisors may be monitored or recorded for training and quality management purposes and to assist us in quick and effective resolution of queries.
30.4 If you are still unhappy with the solution offered by us, and your complaint is a gambling dispute, then you will be entitled to refer your complaint to the Independent Betting Adjudication Service ("IBAS"), whose decision Ladbrokes will agree to be bound by. IBAS provides a free-of-charge service and rules on complaints about betting and gaming transactions; but it does not deal with service related problems.
30.5 Customers gambling outside of Great Britain and who are dissatisfied with the outcome of a complaint may raise the matter with the Gibraltar Gambling Commissioner. For further information on how to contact the Gambling Commissioner, please access the Gaming website of the Government of Gibraltar - https://www.gibraltar.gov.gi/finance-gaming-and-regulations/gambling-commissioners-advice-complainants.
30.6 Customers based anywhere in the EU can raise a dispute through the European 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
31. Compliance with laws
31.1 Any betting products accessed through the Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any bets placed through the Website.
32. Withholding payment and our right to offset liability
32.1 We reserve the right to withhold payment and to declare bets on an event void if we have evidence that the following has occurred:
32.1.1 the integrity of the event has been called into question;
32.1.2 the price(s) or pool has been manipulated;
32.1.3 matchrigging has taken place;
32.1.4 you were under 18 years of age when you placed the bet;
32.1.5 you were in a jurisdiction (or a resident of a jurisdiction) that renders the provision of our products or services to you or your use of them illegal when you placed the bet; or
32.1.6 you breach clause 5.2.
32.2 At any point of the withdrawal process or at any potentially suspicious activity you may be requested to provide us with additional documentation proving your identity and address to our satisfaction, failing which we may suspend or close your account immediately.
32.3 Evidence of the above may be based on the size, volume or pattern of bets placed with us across any or all of our betting channels. A decision given by the relevant governing body of the sport in question (if any) will be conclusive.
32.4 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 or permitting you to withdraw any funds from your account.
35. No Partnership, Agency, etc
36. Assignment, Transfer, etc
37. Third Party Rights
38. Law and Jurisdiction
39. Entire Agreement