Hi all here is the latest final response from ladbrokes on this matter.
After weeks of me emailing I then added the complaint to resolver and once I done this they all of a sudden said they can not communicate too my email address and it must be my wife with her email address.Even though I had 23 emails before this from my email.
I have attached the long email reply my points are on there and then there reply to it.
I need to stress my wife never once used her maiden name on the account and even the email she set up the account with was her married name but now ladbrokes are saying otherwise with no evidence just there say.
I find that one point in particular they have said my bank card was added but my wifes full name put in as the card holder her maiden name I may add.!!!.
Anyone have any ideas on there reply.
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Dear emma
We are writing further to you, in relation to your complaint about Responsible Gambling.
Firstly, we would like to apologise for any dissatisfaction you may have faced with our service and thank you for your patience while we performed our investigation.
As a licenced and Regulated Responsible Gambling Organisation we take our responsibilities very seriously.
As required by the Regulators, we have sophisticated monitoring systems in place which continuously check for Key Indicator Threshold alerts. These are fields in a customer’s account that would flag up areas of concern and would require intervention by our Responsible Gambling Team.
As part of GDPR (General Data Protection Regulation) which I am sure you are aware of, we are bound by this Regulation to deal with the registered account holder or a third party that has been explicitly approved and verified to act on behalf of the registered account holder. Here we received the approval for Mr M to act on your behalf on the 7th February 2020, all prior communications where solely made by Mr M who at that time was not authorised to act on the account.
You opened your Ladbrokes account username “Emma1712” on the 1st January 2020 at 13h45 and last accessed it on the 1st January 2020 at 23h01, the total account active time was 9hours and 48 minutes and closed on the 2nd January 2020.
The account closure was applied as a result of the monitoring system receiving alerts from the Key Indicator thresholds being reached on your account. Your Total Deposits were £14,215.00 from 35 separate entries and there were no withdrawals.
We have referred to the points from your email and listed our response accordingly.
Point 1 & 2.
1.account set up with zero id (I know this because the account was opened in her married name and all her id apart from her marriage certificate is in her maiden name)
2.zero electronic verification were made.(I know this because again nothing is in her married name at this address and she is not on the electrol roll at my address)
Documentary verification is required if a customer fails the multi layered background system checks, we would then request specific documents to verify you prior to opening the account. In your case we did not require any documents as the system background checks were sufficient. As a point of information, this account was opened in your maiden name and not your married name as your email suggested.
Point 3, 4, 5 & 7.
3.A third party bank card was allowed to pass through ladbroles security systems not just once but 27 times the account was in a womans name but a mans bank card used to deposit funds.
4.There was obvously suspicious activity on the account opened by my wife. opening a account on the 1st Jan with no id or checks and another persons bank card used 27 times within a few hours.
5.ladbrokes failed to kyc.
7.A brand new account was able to use a third party bank card that is not even remotely linked too the ladbrokes account holder and a large sum of money 27 deposits were made totalling £13170.
When an account is opened online, the customer is responsible for completing all the required fields accurately.
When depositing for the first time, you as the customer are required to complete all fields correctly, this includes the correct name on the bank card used to deposit funds into your Ladbrokes online account.
We do not have the authority to access the various Bank databases, which means we are unable to verify that the name on the bankcard input on the Ladbrokes account matches the name on the Bank card used.
In this case the name of “Emma g” was used for the card holder details and not the name of the actual card holder.
We have listed the relevant points from our Terms and Conditions pertaining to account opening.
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.
Point 6.
6.emma has serious mental health problems and is a vulnerable person but ladbrokes would not know that because ladbrokes made zero checks at all.
We as a Responsible Gambling organisation, are not to know if a person opening an online account has any mental or other vulnerabilities issues which could lead to financial harm.
We hold the view that you have made an informed decision while opening an account, and until such time as we have been made aware of any issues we act accordingly in good faith.
We have provided a list of charities at the bottom of this email which may be of some help with your current situation going forward.
In our investigation, we have reviewed all the emails (25) in which the communication has been made with Ladbrokes, which was all done by a third party
mr m was advised on several occasions that as he did not hold an account with Ladbrokes and his card had been used to deposit funds,
he should contact the Police and his bank to set up a fraud investigation, we would then await the Bank’s request for information pertaining to the fraud.
Point 8.
8.Ladbrokes own staff at a very early stage have clearly stated that it would be impossible for somebody to open a account and add another bank card in a different persons name than the ladbrokes account holder.(I have evidence of this with multiple emails and live chats)
It is not possible to open an account in one name and have a third-party card holder name registered on the account, our system would reject the payment from the card as the details would no match those of the account holder.
In this case, the account was opened in the name of “Emma G, when completing the required fields for the first deposit the name of “Emma G was input for the name on the bankcard. This is contrary to the agreed Terms and Conditions when signing up to the account.
Point 9.
9.Ladbrokes also stated that if by any chance at all that a payment method ither than the account holder passed there checks that no winnings would be paid out as per your terms and conditions and all deposits refunded.
In this case we have found no grounds to justify the return of any deposits made, as the name on the card used, namely Mr M was not input at deposit time but the name of the registered account holder “Emma Glover”.
Point 10.
10.Ladbrokes have not resolved this matter in a timely manner or returned the deposits as is standard practice.
In relation to the length of time that our complaints process allows, this can be found on our Terms and Conditions.
We are the Final stage in the Internal Complaint Process, once we have received a complaint, we have between 24 to 72 hours to respond.
This response takes the form of a 28-day Hold notice whereby we confirm receipt of your complaint and assign a Case Manager to deal with your complaint. The Gambling Commission provides operators with up to 8 weeks to provide a response.
Point 11.
11.emma and mark have requested a GDPR request to see what information you had to allow the opening of the account and also how a bank card in another persons name was allowed to be passed as verified.
We have passed on your request to the respective team in relation to your DSAR (Data Service Access Request) who will send this information to you on due course.
All emails and other communications have been reviewed since the 10th January 2020.
There was a total of 25 emails and no other forms of communication.
At no time prior to the 7th February 2020 were Ladbrokes dealing with yourself the registered account holder or an authorised third-party.
We are not allowed to divulge any information to any person who is not the registered account holder or an authorised Third-party.
In this case it was Mr m who was asking for information without the approved authority.
He was advised that as this was fraud, someone using his bank card to make deposits on a Ladbrokes account which he did not have, he should report this to the Police and his Bank for them to take the appropriate action.
Point 12.
12. Ladbrokes has so far refused to return all the deposits made.
We have now concluded our investigation and have found that once the Key Indicator Threshold alerts were received the Responsible Gambling Team intervened by suspending the account.
There was no way for Ladbrokes to be aware of your mental state at the time of account opening, we do wish you well in this matter and hope that your situation improves.
As the account was opened using the incorrect card details which is a contravention of the Terms and Conditions, we will not be returning any deposits made while the account was open.
Please be advised that this email represents the final stage of our internal complaints process as we have now reached a deadlock with your complaint.
Therefore, should you remain dissatisfied with the outcome of your dispute, please be advised that you do have the option of referring your dispute to an approved Alternative Dispute Resolution provider (ADR) such as the Independent Betting Adjudication Service.
You may also use the Online Dispute Resolution (ODR) platform to refer your dispute to IBAS, however, if you choose to use the ODR platform you would not be referring your dispute directly to IBAS and this may then prolong the process of resolving your dispute. Please use case reference CC-6261 when escalating your dispute through the ADR authority.
Please visit section 31 of our Terms and Conditions for more information on this point.
Kind Regards,
Simon – Case Manager
Ladbrokes Escalations Team
Gamcare http://www.gamcare.org.uk/
