LadBet Account Help

Most of what people contact support about is already a setting, and the only reason they end up contacting support at all is that the setting was not where they expected to find it. This page is a map of the account menu, in the order the questions actually arrive.

Where everything lives

A short map, since half the questions support receives are about location rather than function.

• Account menu: top right on a desktop, behind the account icon on a phone. Everything below sits inside it.
• Cashier: deposits, withdrawals, saved payment methods.
• Open bets and bet history: live positions with cash out figures, and settled bets with filters.
• Settings: personal details, odds format, notifications and marketing.
• Security: password, two-factor authentication and active sessions.
• Limits: deposit and loss limits, session reminders, time-out and self-exclusion.

The layout is the same in the app and the browser, so instructions from support apply to either without translation.

Changing your details

Some fields you can edit yourself and some you cannot, and the split follows what the details are used for.

Editable in settings

Email address, mobile number, marketing preferences, odds format, notification choices and password. Changing an email or a mobile triggers a confirmation to the old contact as well as the new one, which is a security measure rather than an obstacle.

Changed through support

Name, date of birth and address, because all three were used for the identity check. A change of name needs documentation — a marriage certificate or a deed poll — and a change of address may trigger a fresh verification if the new one does not match the records. Neither is quick, and both are ordinary.

Reopening a closed account

Possible in one case and not in the other, and the difference is the reason it was closed.

A closure at your request

Ask support and the account is reopened, generally the same day. Bet history and settings come back with it. If your details have changed in the meantime — a new address in particular — a fresh verification may run before the account is usable.

A self-exclusion

Not until the full period has run, and then only after you actively contact us, with a further cooling-off period before access returns. Nothing reopens by itself and no amount of asking shortens it, which is the point rather than an inconvenience in it.

Limits

Four kinds, all in settings, all free, and all asymmetric by design: tighter takes effect at once, looser waits.

Why loosening waits

Because the moment somebody most wants a limit gone is the moment it is doing the most good. A cooling-off period on an increase is the entire mechanism that makes a limit worth setting, and removing it would leave a setting that looks like a protection and is not one.

Security settings

Four controls sit under security, and two of them are worth turning on the day an account is opened.

Two-factor authentication

A six-digit code by text or from an authenticator app, in addition to the password. It is optional and it is the single most useful thing in the menu, because the most common way a gambling account is compromised is not a targeted attack but a password reused from a site that leaked. Two-factor makes a leaked password worthless on its own.

Active sessions

A list of every device currently signed in, with the type, a rough location and the last time each was used. Anything unrecognised can be ended from here, and the password should be changed straight afterwards rather than at the weekend. This is also how you sign out of a machine you used once and forgot about.

Biometric unlock

Face ID or a fingerprint in the app, replacing the password after the first sign-in. The credential stays on the handset and we receive only a yes or a no, never anything biometric. It also removes the temptation to choose a short password because you are typing it on a phone keyboard.

Notifications

Security alerts are worth leaving on even if everything else is switched off. A sign-in from an unrecognised device is the one message from us that genuinely needs reading within the hour.

Statements and history

Everything that has happened on the account, in two places, and neither requires asking anybody for it.

Bet history

Every settled bet, filterable by sport, date and status. It shows the price the bet was accepted at and the price it was paid at, which differ on racing where best odds guaranteed has applied — that is the simplest way to confirm the concession worked rather than taking it on trust.

Transaction history

Deposits, withdrawals and adjustments with dates, amounts and methods. Useful for two things in particular: reconciling against a bank statement when a payment looks missing, and adding up what a month actually cost, which is a more sobering exercise than most people expect and a genuinely useful one.

Taking a break

Three levels, in increasing order of finality.

Time-out

One day to six weeks. Access is blocked completely and cannot be reversed early. Marketing stops. It is the right tool for somebody who wants a genuine pause rather than a decision, and it ends by itself.

Self-exclusion

Six months minimum, up to five years. The account is closed, the balance is returned, and it cannot be reopened until the period has run in full — not by you, not by support, not by anybody. Marketing stops permanently unless you actively ask for it back afterwards.

GAMSTOP

The national scheme, covering every licensed British site at once rather than just this one. It sits outside every operator, which is precisely its strength. How it works is a page of its own.

Linked accounts and why they get closed

One account per person, and the rule extends further than people expect.

What counts as linked

A shared payment card, a shared address, a shared device, or a shared IP address over a sustained period. Two adults in the same household genuinely wanting separate accounts is a common and legitimate case, and it is resolved by each holding their own payment instrument rather than sharing one. Where accounts are linked only by address, that is usually enough.

What happens when duplicates are found

The later account is closed, any balance is returned, and promotional credit obtained through it is removed. Bets already struck are settled in the ordinary way rather than voided, because a duplicate account is a breach of the terms rather than a reason to keep somebody’s stake.

Why the rule exists

Chiefly promotions: one welcome offer per person is meaningless if a person can hold six accounts. It also matters for self-exclusion, since a second account is the most obvious way round a block, which is why the check runs on a device and a card rather than only on a name.

Closing an account

Available at any time through support, for any reason or none.

What happens

Any balance is paid out first, to your verified method. Open bets are left to settle and paid as normal. The account is then closed and access ends. We keep the transaction records for five years afterwards because anti-money-laundering rules require it, which is covered in the privacy notice.

Closure is not self-exclusion

This distinction matters. A closed account can be reopened on request; a self-excluded account cannot, for the full period. If the reason for closing is that gambling has become a problem rather than a preference, self-exclusion is the tool that will still be in place in three weeks.

Marketing preferences

Separate from the account itself, and changeable at any time without affecting anything else.

Turning it off

Email, text and push notifications each have their own switch in settings, and turning one off takes effect immediately rather than after a processing period. Switching all three off does not restrict the account in any way, does not affect offers you are eligible for, and does not need a reason.

When it stops by itself

Marketing stops automatically and permanently on a self-exclusion or a time-out, and it stops for anybody registered with GAMSTOP. That is a licence condition rather than a policy, and it is not reinstated when a time-out ends unless you actively ask for it.

If somebody else has used your account

Rare, and worth having a sequence for rather than improvising it at eleven at night.

1. Change the password, from a device you trust rather than the one you suspect.
2. End every other session in security settings, which signs out whoever else is in.
3. Turn on two-factor authentication if it was not already on.
4. Check transaction history for deposits and withdrawals you did not make.
5. Contact support with what you have found, and the bank if money moved.

Bets placed by somebody with your credentials are difficult to unwind, and we will be honest that recovering them is not usually possible. That is why the first four steps above are worth doing as prevention rather than as a response.

Things support cannot do

Listed plainly, because each one is a conversation that ends the same way every time.

• Lift a self-exclusion or a GAMSTOP registration early.
• Reverse a settled bet, or convert a cash bet into a free bet after the event.
• Extend an expired free bet or bonus.
• Remove a deposit limit without the cooling-off period.
• Pay a withdrawal to a method in somebody else’s name.

None of those is a matter of discretion. Each is either a licence condition or a technical impossibility, and saying so directly is more useful than an apologetic no over three messages.

What support will do is explain which of the two applies in your case, and point at the page that sets out why. Where the answer is a licence condition, the reasoning is public and checkable rather than something we have decided internally, and being able to see that is worth more than a softer refusal would be.

Decide a figure before you start and the rest of the evening looks after itself. A quiet word with somebody impartial is available on 0808 8020 133, free, whenever you want it. Nobody under 18 may bet here.