When someone reaches the point where they feel they can no longer gamble safely and their only option is to stop completely, then we have the facility to allow customers to stop gambling. Commonly referred to as self-exclusion, the process is instigated by the customer when they believe that they need to stop all gambling to allow them to focus on dealing with their problem.
We offer to help those customers who feel that their gambling is out of control and want our assistance to help them stop.
Someone who enters into a self-exclusion agreement with Ladbrokes online, will be prevented from using their account for the specific period. We currently offer online self-exclusion for periods between 6 months and 5 years.
To use our online self-exclusion facility, please call Customer Support on 0800 169 4334 or send an email to email@example.com with details of all the accounts 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. You may also request to self-exclude by using the automated process available in 'My Account' > 'Responsible Gambling'. For Mobile users, go to the Banking pages (press the 'Deposit' button at the top) and look under the ‘Responsible Gambling’ heading. To complete the automated process you should close any open browsers or windows being used for gaming or gambling. You will be notified by email when your self-exclusion has been implemented.
The information you provide to us will be forwarded to BETDAQ who will also self-exclude you in accordance with the BETDAQ/Ladbrokes joint Self-Exclusion Policy.
Any self-exclusion with Ladbrokes will not affect your Coral Group account or restrict you from activating a Coral Group account. Although Ladbrokes and Coral have now merged we operate separate self exclusions and as such should you wish to exclude from Coral we would ask that you contact them directly.
Anyone seeking to exclude from Retail betting can exclude from all operators in their locality (e.g Ladbrokes, Coral, William Hill, Paddy Power, local independent, etc) by simply calling a Central Self-Exclusion Team working on behalf of all bookmakers in Scotland , England and Wales. The team run the Multi Operator Self-Exclusion Scheme or MOSES.
The number is free from landlines and mobiles and is currently available Monday to Friday 09:00 - 17:30. When you speak to the Central Self-Exclusion Team, they will advise you about how you can get help for gambling-related harm and will then create your self-exclusion based on your own needs, typically using shops close to where you work, live and socialise.
To self-exclude using the multi-operator scheme, simply call 0800 294 2060.
Someone seeking instant self-exclusion from just Ladbrokes shops can still request that from any one of our shops where you will be required to complete a form and supply two suitable passport-style photographs. If you do not wish to go into a branch we encourage you to contact the MOSES scheme on 0800 294 2060. Ladbrokes Customer Support team are also available via 0800 169 4334 and can give you more information on the scheme.
All Retail self-exclusions are for a period of 12 months, although this can be extended upon request at the end of that period.
At the end of the 12 month self-exclusion, if you decide to want to start gambling again, you will be required to complete a "request to recommence gambling" form if you have entered into a Ladbrokes only self-exclusion to confirm that you have taken steps to control your gambling and that you can safely return to gambling. If you self-excluded using the Central Self-Exclusion Team, then you are required to call them to confirm whether you want to extend your self-exclusion or return to gambling. To extend your multi-operator self-exclusion or confirm you wish to return to gambling after 12 months, simply call the Central Self-Exclusion Team on 0800 294 2060.
After 18 months have elapsed, you can recommence gambling without requirement to complete the form or call the Central Team.
When you self-exclude from Ladbrokes shops, we recommend that you also self-exclude from other gambling establishments in the area/online, as this will assist you to refrain from gambling while you seek help to deal with your problem.
Please note: Ladbrokes do not exclude your digital account if you exclude from Ladbrokes Retail.
For more specific information on self-exclusion, you can find answers to frequently asked qustions here.
Q: How soon after requesting a self-exclusion will it be activated?
A: We will endeavour to apply your exclusion as soon as practically possible, however, please note that this process takes a reasonable working period to implement. We will not consider the self-exclusion period as having commenced until it has been fully implemented and communicated to you.
If after this you find that you can still access any of our services, it is your responsibility to contact us immediately to inform us. Failing this, we will not be held liable to you or any third party if you are able to continue to gamble via the Ladbrokes and/or BETDAQ websites, Mobile Betting Facility, Telephone Betting Service, in our shops or you continue to gamble on any third party’s website or premises.
Q: If I self-exclude, what happens to bets that I have placed which have not yet reached a conclusion?
A: Any unsettled bets with Ladbrokes will be settled on the result of the event. If your bet is a winner, you can contact our Customer Support team to arrange for the payment of your winnings to be made.
In respect of any outstanding bets with BETDAQ, any bets struck as a result of any stakes risked by you which have been matched in accordance with paragraph 10 - part 1 of the BETDAQ Terms & Conditions, shall continue to stand and you will not be able to change or otherwise trade in respect of such funds. If your account realises a profit in respect of such bets, the relevant funds will be remitted to your nominated bank account.
Q: Can I re-activate my account or open a new account during the self-exclusion period?
A: Accounts that have been self-excluded can not be reactivated under any circumstances until the expiry of the self-exclusion period. Ladbrokes self-exclusion policy involves a joint commitment from us and yourself. We will take reasonable steps to prevent you from re-opening your account or opening new accounts. However, during the period of your exclusion, you must not attempt to re-open any existing account(s) or try to open any new accounts.
Q: If I would like to re-activate my account after the self-exclusion period, can I do this?
A: At the end of the period, customers may recommence gambling by calling our Customer Support team (emails are not accepted) and should note that a 24-hour waiting period will be imposed. In the event of this, both your Ladbrokes and BETDAQ accounts (if you hold a BETDAQ account) will be reactivated.
BETDAQ is now part of the Ladbrokes Group of Companies and as a consequence of this, upon self-excluding with Ladbrokes, we are also required to self-exclude any account(s) that you may hold with www.betdaq.com. In order to ensure that any accounts held with www.betdaq.com have been closed and subject to the Ladbrokes Self Exclusion Policy, we ask you to please send us the usernames of any accounts that you may hold with BETDAQ. Alternatively, you can also contact BETDAQ directly at firstname.lastname@example.org. Your self-exclusion will be applied for the same length of period on both sites. If for any reason there is a discrepancy in respect to the length of the periods requested, we will apply the longest serving period.
Q: If I was already excluded with BETDAQ am I automatically excluded from Ladbrokes?
A: If you have self-excluded with either Ladbrokes or BETDAQ from 8th April 2014, a self-exclusion has automatically been applied to both.
Any self-exclusions prior to 8th April 2014 will only be applicable to the platform that you excluded via; self-exclusions have not been applied retrospectively. I.e. if you self-excluded with BETDAQ prior to 8th April 2014, you would not be self-excluded with Ladbrokes, and vice versa, unless you requested a self-exclusion from both companies. If you believe you have an active Ladbrokes/BETDAQ account and wish to self-exclude, please contact us using one of the methods detailed above.