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Edited by:
Ajust Content Team
Last updated:
February 12, 2026
AI-sourced. Human-edited. Something out of date? Let us know.

How to submit a complaint with
Ladbrokes
 

Ladbrokes offers several official complaint channels, and their support options are available 24/7.

  • Live Chat (fastest for most issues): Use the Contact Us page and start a Live Chat session through the website or app so you can explain the issue in real time and get a case reference if it needs escalation.
  • Phone: Call +61 8 6193 7297 if you prefer speaking to an agent. Keep your account details handy so they can locate your account quickly.
  • Email (support): Email support@ladbrokes.com.au with your account details, a clear description of what happened, and any evidence (screenshots, bet IDs, transaction references).
  • Email (complaints escalation): If you’re not satisfied with the initial outcome, escalate to complaints@ladbrokes.com.au.
  • Help Centre contact/support: If you prefer submitting a request via their support site, use the Ladbrokes Help Centre “Contact Support” pathway so your issue is logged.

Tip: Include a short timeline (date/time, what you tried, what went wrong) and state the outcome you want (refund, correction, explanation, or account access restored).

What happens after you submit a complaint to Ladbrokes?

Ladbrokes’ complaint handling process is designed to acknowledge, investigate, and respond with a written outcome.

  • Acknowledgement and logging: Your complaint is logged in their system. If you contact them via live chat or phone, you may receive immediate acknowledgement while you’re connected, and you can request a reference number if investigation is required.
  • Investigation: The appropriate team reviews the details (for example, payments-related issues versus bet settlement disputes). They may request more information if needed.
  • Timeframe: Their dispute resolution policy states they will endeavour to provide a final response within 21 days.
  • Outcome in writing: You should receive the outcome in writing (commonly email), including any fix applied, an explanation, or references to relevant rules/terms where applicable.

If you feel progress is slow, follow up with your reference number so another agent can pick up the history quickly.

Common complaints against
Ladbrokes

These are common complaint themes customers raise with large betting providers.

  • Account restrictions, suspensions, or closures: Customers sometimes report account limitations or closures tied to verification or alleged terms breaches, and they often seek clearer explanations and review.
  • Withdrawal delays and verification requests: Complaints frequently relate to withdrawal timing, additional identity checks, or requests for documents before funds are released.
  • Bet settlement and payout disputes: Customers sometimes dispute how a bet was settled, whether a result was applied correctly, or whether a payout reflects the correct rules.
  • Promotions and bonus conditions: Issues can arise when customers believe a promo was not applied or the eligibility requirements were misunderstood.
  • Technical issues (app/site): Customers may complain about errors placing bets, app crashes, or platform performance during high-traffic periods.

When lodging, label the issue type clearly (for example: “Withdrawal delay – pending longer than expected”) and provide the relevant IDs.

Ladbrokes
 complaints submitted through Ajust

How other consumers
Ladbrokes
 complaints got resolved

Account access and disputed winnings: A customer reported their account was closed when attempting to withdraw winnings and disputed the reason given. Ladbrokes reviewed the matter and provided a written outcome, and the customer escalated externally for independent review when they still disagreed with the decision.

Bet settlement corrected after review: A customer reported a winning bet was graded incorrectly. After the customer provided the bet reference, the issue was reviewed and the settlement was corrected, with a written confirmation provided to the customer.

Large withdrawal delayed for checks: A customer reported a large withdrawal remained pending longer than expected. Ladbrokes requested additional verification information, then processed the withdrawal once the requested documentation was received and verified.

How to escalate a complaint with Ladbrokes

If you’re not satisfied with the initial support response, Ladbrokes’ dispute resolution policy outlines a clear internal escalation path.

  • Escalate to management via complaints email: If customer support cannot resolve it, escalate to complaints@ladbrokes.com.au and include your original case details and why the outcome is not acceptable.
  • Ask for the decision basis: If your complaint is denied, request the specific rule, term, or evidence relied upon so you can understand the reasoning and respond with anything they missed.
  • Keep everything recorded: Save emails, chat transcripts, timestamps, and reference numbers so you can show a complete trail if you need to escalate externally.

Regulatory & Ombudsman Information for Ladbrokes

If you have exhausted Ladbrokes’ internal process and still believe the outcome is unfair, these are the most relevant external escalation options.

  • Northern Territory regulator pathway (wagering disputes): The NT Government provides a process for complaints about bookmakers or betting exchange operators, including what happens after submission and how complaints are assessed. This is a key pathway for unresolved disputes with NT-licensed wagering operators.
  • AFCA (financial complaints): If your issue relates to a financial services complaint that falls within AFCA’s scope, you can lodge directly with AFCA using their official “Make a complaint” process.
  • ACCC (consumer law guidance and reporting): For broader consumer law concerns (for example, misleading conduct), the ACCC can be a relevant place to report issues or find guidance, even if the primary wagering dispute pathway is through the relevant regulator.

Official Ladbrokes Complaint Resources & Links

Ladbrokes
Complaints FAQs

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Ladbrokes
accountable.

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