You assume a pending withdrawal means the money is on its way, but the status stays pending and the balance still shows the full amount as unavailable. The most common cause is an unfinished account check or a payment detail that does not match your player profile.

Withdrawal stuck in pending status

You see the withdrawal marked as pending, the funds are not in your bank, and the casino balance still lists the amount as unavailable.

• Your identity or address check has not been completed.
• The payout method does not match the method you used to deposit.
• Bonus funds are still tied to an active offer.
• You requested the withdrawal before the deposit cleared.
• Your account has a pending security review.

1. Open your account profile and confirm that your name, date of birth and address are filled in exactly as they appear on your documents.
2. Look for a notification asking for documents and upload them through the same page where the request appears.
3. Check that the payout method you chose is the one you used for your last deposit.
4. If you used a bonus, confirm that all conditions tied to it are finished before the withdrawal can move.
5. Make sure no other withdrawal is already being processed at the same time.
6. Remove any saved payment detail that is expired or does not belong to you.
7. Submit the request again only after the pending status disappears from your history.
8. Keep the confirmation screen or reference number from the request.
9. Wait until the stated period for the chosen method has passed before taking further action.
10. Check your email, including the spam folder, for messages from Ladbrokes about the withdrawal.
11. Reply to any request for a document with a clear photo or scan.
12. Confirm that the bank account name matches your player name exactly.
13. If the request is still pending after the stated period, use the live chat inside your account.
14. Have your player ID and the withdrawal reference ready before you contact support.
15. Contact support once the stated period has passed and the status has not changed.

Reach out to support when the pending status has not changed after the stated period and your documents are already approved.

Deposit taken by the bank but missing from the casino balance

Your bank shows the payment as completed, but the casino balance does not show the funds and the deposit history has no matching entry.

• The payment is still being processed between the bank and the casino.
• The deposit was sent to a different account or a saved payment detail that is no longer valid.
• The payment was declined by the casino and is being returned to your bank.
• A bonus code was entered with a deposit that does not qualify for that offer.
• Your account is under a routine security check that holds incoming funds.

1. Refresh the balance page and the deposit history after a short wait.
2. Check your bank statement to see whether the payment is marked as completed or only authorised.
3. Confirm that the last four digits and the account name on the payment match your own.
4. Open the deposit history in your account and note the reference of the missing payment.
5. Take a screenshot of the bank transaction showing the amount and the date.
6. Make sure you did not send the money to an old payment detail saved in your browser.
7. If you used a bonus code, confirm that the deposit amount meets the condition for that offer.
8. Remove and re-add the payment detail you used, then try a small deposit to test it.
9. Check your email for a message from Ladbrokes about the deposit.
10. If the payment is marked only as authorised at your bank, wait for it to settle.
11. If the payment is completed at your bank and missing at the casino, gather the bank reference.
12. Log out and log back in to force the balance to refresh.
13. Use the live chat inside your account and send the screenshot and the reference.
14. Do not repeat the same deposit until the first one is located.
15. Keep the bank reference until the funds appear on your balance.
16. Contact support once the payment is completed at your bank and has not appeared after the stated period.

Contact support when the bank shows the payment as completed and the casino balance still has no record after the stated period.

Welcome bonus or free spins not credited

You made a qualifying deposit or entered the code, but the bonus balance and the free spins section stay empty.

• The bonus code was typed with a space or a wrong character.
• The deposit was made before the code was entered.
• The offer was already used on the same account or a linked account.
• The deposit method used does not qualify for the offer.
• The free spins are tied to a specific game and do not appear outside it.

1. Open the promotions page and confirm the exact code for the offer.
2. Check that the code was entered in the bonus field before you confirmed the deposit.
3. Look in the bonus or rewards section of your account for an unclaimed offer.
4. Open the game named in the offer and check whether the spins are waiting there.
5. Confirm that your deposit was completed and not left as pending.
6. Make sure the offer has not already been claimed on your account.
7. If the code was wrong, contact support with the deposit reference and the correct code.
8. Keep a screenshot of the promotion page as it appeared when you signed up.
9. Check your email for a confirmation of the bonus or the free spins.
10. Log out and log back in so the bonus balance refreshes.
11. Confirm that the game tied to the free spins is available in your region.
12. If the code field was empty, note the time of your deposit and the amount.
13. Contact support through the live chat inside your account for a manual check.
14. Send the deposit reference and the code you used in one message.
15. Contact www.ladbrokes-au.net support once you have confirmed the code was correct and the deposit qualified, and the bonus is still missing.

Contact support when the code was correct, the deposit qualified, and the bonus or free spins have not appeared after the stated period.

Site or games not loading on a phone

The page loads slowly or not at all on your phone, and games stop at the loading screen or close without a message.

• The phone browser is out of date or has too much cached data.
• The connection is weak or switching between Wi-Fi and mobile data.
• A browser extension or a private mode blocks scripts the games need.
• Several tabs or background apps are using the phone’s memory.
• The game you chose is not available on a phone browser.

1. Close all tabs and reopen the casino page in a fresh tab.
2. Clear the browser cache and cookies for the site.
3. Update your phone browser to the latest version available.
4. Switch to a stable Wi-Fi connection and turn off mobile data while you test.
5. Disable private mode or any content blocker for the casino page.
6. Close background apps that use a lot of memory.
7. Restart your phone and try loading a single game.
8. Try a different browser on the same phone to compare the result.
9. Open the game in landscape orientation if it supports it.
10. Check that your phone has enough free storage for the browser to work.
11. If one game fails and others load, note the name of the failing game.
12. If no game loads, try the same account on another device to see whether the issue follows the account.
13. Turn off any VPN or proxy that changes your location.
14. Write down the exact error message or the point where loading stops.
15. Contact support when the same game fails on two browsers and the connection is stable.

Contact support when multiple games fail on a stable connection and a second browser shows the same result.

Complete your account checks and keep your payment details matching your player profile before you deposit or request a withdrawal, and most of these issues will not appear.