Ladbrokes Fair Gaming Information Site

Responsible Gaming
Responsible and Fair Gambling
Gambling is an exciting adult leisure pursuit and, at Ladbrokes, we want our customers to enjoy betting and gaming with us. We are committed to providing our customers with an efficient, secure, fair and socially responsible service. We therefore have in place a number of measures that we believe both assist and reassure customers:

Rules. All transactions with Ladbrokes are covered by our general terms and conditions as well as product specific 'rules'. Access to these can be gained online. If you would prefer a printed version, please contact care@ladbrokes.com or call 0800 731 41 71 (from UK) or 00 44 208 429 7971 (from outside UK).

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Restricted Territories. We cannot open accounts, or process bets or financial transactions, for individuals residing in Germany, Italy, Turkey or the USA.

We accept only horse racing, greyhound racing, casino and poker bets, and not lotto, Balls, or other games bets, from individuals residing in Holland.

We do not take any bets from residents of Hong Kong whilst they are in Hong Kong. However, Hong Kong residents can have an account and deposit money whilst in Hong Kong for use when outwith the territory.

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Dispute resolution. If you are unhappy with any aspect of our service, please contact Customer Services. To help deal as quickly as possible with issues, we have specialist teams to deal with sports betting, poker and casino matters. Ladbrokes is registered with the Independent Betting Arbitration Service (IBAS) and customers are able to use this service in the event that a betting dispute cannot be satisfactorily resolved. Further information on the IBAS service can be obtained through the IBAS website or by calling 020 7881 2690. Back to top



Security:

Customer Security. Data screening - Ladbrokes is committed to providing customers with a secure environment in which to place their bets. Therefore, as part of our security procedures we do, from time to time, screen the data supplied to us by our customers. The purpose of the screening is to protect both our customers and us against identity fraud and is carried out in strict accordance with Data Protection Act guidelines.

Keeping yourself secure - It is important that you keep your account ID and password secure and never divulge these to a third party. To help, we have clarified below the information Ladbrokes will and won’t ask you for:

    What we do:
  • Ladbrokes ONLY ask you to enter your account number ID and PIN/Password when you’re logging onto your account
  • Any emails we send you will ONLY contain links to features such as online demos and information or promotions about Ladbrokes’ products and services. These links are for your convenience only and you can always ignore the links and go direct to our website as usual
    What we don’t do:
  • Ladbrokes will NEVER ask you to provide, or confirm sensitive information, like your PIN/Password
  • When you log onto your account we’ll NEVER require you to enter anything other than:
    • Account ID & PIN /Password OR
    • Account ID, Date of Birth, Debit/Credit card registered if you have forgotten your PIN/Password
  • We’ll NEVER send you an email, text or leave you a voice message that tells you to provide your PIN/Password, Debit/Credit card registered and/or Card Security Code
  • We’ll NEVER send you an email with input fields that ask you for sensitive information
We invest heavily in security to keep our systems secure and as such we will not repay any money that is fraudulently debited from your Ladbrokes account due to circumstances beyond our control.
    This includes situations where you:
  • tell someone else your customer security information
  • forget to complete the formal logoff when you end your on-line session, or leave your computer unattended
  • key information incorrectly
  • fail to let us know about any potential breach of security or problem
    Security tips:
  • Read your bank's Internet banking security guide, which can be found on the bank's website.
  • Always check your account statement for any transactions that look suspicious. If you see any transactions that you did not undertake, immediately report this to your bank.
  • Watch out for 'phishing' emails. This is where an email is sent from a third party, saying they are from your bank or Ladbrokes, asking you to click on a link to confirm/update your security information. Most 'phishing' e-mails do not address you by your proper name because they are sent out simultaneously to thousands of recipients. They sometimes contain typing errors and grammatical mistakes, even if they include the registered logos of either Ladbrokes or your bank. The phishing email may direct you to a page that looks exactly like the Ladbrokes' page and when you enter your account ID and PIN/Password or other security information, you may get forwarded to the real login page, or have to click another link to login to your account. What really happens is you actually send your account ID and PIN/Password or security details to someone who wants to get access to your account. If you have concerns about an email you have been sent, contact Customer Services immediately BEFORE you proceed.
  • Never click on a link or attachment in an email which purportedly sends you to a bank's or payment provider's website. Only access your bank's or payment provider's internet banking logon page by typing the address into your browser.
  • Be wary of any email from someone you do not know or trust. Delete without opening any email you think is suspicious.
  • Install software that will filter spam email, or use an Internet Service Provider (ISP) that will filter spam prior to delivery to your Inbox. Spam filters are often included in anti-virus software.
  • Install reputable anti-virus and firewall protection on your computer because this provides additional layers of protection that you need to reduce your risk of exposure from viruses that can rob your computer of valuable personal information.
  • Remember that after you install virus protection you will need to regularly update the software, usually by installing patches (used to update or fix a bug in a computer program), so the protection remains current.
  • Install security patches for your operating system and other software installed on your computer and keep these up-to-date.


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Systems Security. Data and Systems security is paramount in the overall design and operation of all Ladbrokes eGaming services. We employ advanced security systems to protect your all your personal and financial information prior to transmission, across our distribution channels, to ensure it is not accessible to anyone but Ladbrokes.

Secure Socket layer (SSL) technology, certified by the leading security organisation, Verisign, is implemented to encrypt all confidential data, which is managed by infrastructure, installed behind secure firewall technologies.

To ensure your data is safe, Ladbrokes have implemented a series of storage systems that replicate all data processed by Ladbrokes' online services. Ladbrokes replicate this data in real time, ensuring copies of all data are securely stored at both our primary site, and at our off-site, secondary site.

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Financial Security. All customer balances are held in a segregated trust account facility to ensure the security of customer funds. We also offer a wide range of secure payment options.

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Product Integrity. We want our customers to feel confident that all our games (including demonstration games) operate fairly and consistently. An independent auditor reviews all blackjack and roulette transactions every 6 months on behalf of Microgaming, our software supplier . A similar review, also by an independent auditor, is carried out on behalf of Ladbrokes on all other games (for example Balls) where randomly generated numbers are used. In addition, Ladbrokes works with a Professor of Statistics to ensure that RNG output is subject to independent, extensive (and regular) academic review.

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Money Laundering. Ladbrokes is fully compliant with all the regulations in place to prevent money laundering.

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Crimestoppers - Ladbrokes supports Crimestoppers to help identify, prevent, solve and reduce crime. This invaluable community service enables anyone with details of criminal activity to pass them on anonymously, without fear of exposure or retribution. All it takes to pass on information is one call to 0800 555 111. Rewards are also available and are paid without compromising a caller's anonymity. In 2005 Crimestoppers launched their partnership with the Jockey Club (now Horse Racing Authority) and the Racecourse Association to raise awareness of the Crimstoppers number throughout racing.
For more information go to www.crimestoppers-uk.org


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Privacy:
We take great care of our customers' personal information and ensure that we comply fully with the Data Protection Act 1998 at all times. Our Privacy Policy can be accessed online.

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Responsible Gambling:
We provide customers with a range of options to assist them gamble responsibly:
  • Under Age Gambling. It is against the law for those under 18 to gamble and Ladbrokes takes its responsibilities in this regard very seriously. We carry out electronic age verification checks on all customers who use payment mechanisms that we know can be used by children. In addition, we carry out age checks on a random selection of all other customers regardless of the method of payment. Anyone under the age of 18 found to be using the site will have any winnings forfeited and will also be reported to the police.

  • Internet Content Rating Association (ICRA) In order to assist in the prevention of under age gambling, Ladbrokes have registered our internet gaming sites with ICRA. ICRA maintains an ICRAchecked database of self-labelled sites, which gives users clear advice to help them find what they want, to trust what they find and to avoid content that they regard as inappropriate for themselves or their children. For more information visit www.icra.org

  • Daily/weekly deposit limits. This facility - which everyone must complete on registration - enables customers to limit the amount of money that they are able to deposit online into their account on either a daily or a weekly basis. These amounts may be revised downwards at any time but any increase will only be implemented after 24 hours following the request. Our Customer Services staff will be happy to provide any further information required but are unable to override limits set by customers.
  • Self-exclusion or Opt-out. On request, Ladbrokes will close any customer's account or accounts for a minimum period of 6 months during which time it will not be possible for the account(s) to be re-opened for any reason. During the period of opt-out, Ladbrokes will do all it can to prevent new accounts being re-opened An account that is simply 'closed' can be re-opened by the customer at any time. To use our self exclusion option, email us at selfexclusion@ladbrokes.com with details of all the accounts you have opened with us.
  • Access to customer history. Customers can easily access a full history of transactions, withdrawals and deposits. A customer's balance is always available through the 'Your Account' page and can also be seen from the Ladbrokes.com home page.
  • Staff training. All our customer service staff receive awareness training on problem gambling issues.
  • Keeping control. Whilst the majority of people do gamble within their means, for some gambling can become a problem. It may help you to keep control to remember the following:
    • Gambling should be entertaining and not seen as a way of making money
    • Avoid chasing losses
    • Only gamble what you can afford to lose
    • Keep track of the time and amount you spend gambling
    • If you want to have a break from gambling you can use our self exclusion option by emailing us at selfexclusion@ladbrokes.com with details of all the accounts you have opened with us. Ladbrokes will then close your account(s) for a minimum period of 6 months, during which time it will not be possible for the account(s) to be re-opened for any reason.
    • If you need to talk to someone about problem gambling then contact GamCare.
    • GamCare is a registered charity that provides confidential telephone support and counselling to anyone who is affected by problem gambling. GamCare can be contacted on 0845 6000 133 (local rate from UK) or by clicking here.
  • Problem Gambling. If you are concerned that gambling may have taken over your (or someone else's life) then the following questions may help you find out:

    • Do you stay away from work, college or school to gamble?
    • Do you gamble to escape from a boring or unhappy life?
    • When gambling and you run out of money, do you feel lost and in despair and need to gamble again as soon as possible?
    • Do you gamble until your last penny is gone, even the fare home or the cost of a cup of tea?
    • Have you ever lied to cover up the amount of money or time you have spent gambling?
    • Have others ever criticised your gambling?
    • Have you lost interest in your family, friends or hobbies?
    • After losing, do you feel you must try and win back your losses as soon as possible?
    • Do arguments, frustrations or disappointments make you want to gamble?
    • Do you feel depressed or even suicidal because of your gambling?

    The more you answer 'yes' to these questions, the more likely you are to have a serious gambling problem. To speak to someone about this contact the GamCare confidential helpline on 0845 6000 133 or visit their website (link) for further information.
  • Oxford Gambling Survey.

    Ladbrokes is pleased to be able to support the Oxford University Gambling Study:

    The Oxford Internet Institute, in collaboration with other departments at the University of Oxford, is conducting a survey to investigate online gambling. You may complete this survey in less than 20 minutes by clicking on www.oxfordgamblingsurvey.org.

    There has been a prominent increase in the popularity and availability of Internet gambling, and it promises to continue growing over the coming decade. However, little is known about the effects of the Internet on how, when and where people gamble. The Oxford Gambling Survey aims to expand understanding of this subject by asking people to complete an online questionnaire about gambling. We are looking for all types of gamblers, and at every level, from people who gamble very often to those who hardly gamble at all. This survey is totally anonymous. We will not collect information that would identify you personally.

    To find out more go to http://www.oii.ox.ac.uk/research/project.cfm?id=40

    Oxford Gambling Survey Worried about excessive play? Click here for help.
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