Activity Statements FAQ
1. Why am I receiving this statement?
It is a requirement under the law (the National Consumer Protection Framework) for all wagering operators to provide a monthly Activity Statement to their customers who were active during the month.
We provide the statements based on a calendar month.If you have any active account during July 2022, you will receive your first Activity Statement in early August 2022.
2. Can I receive this more or less frequently i.e., weekly, or quarterly?
No, the requirement is to provide a monthly Activity Statement and the requirements do not give customers the option to change the frequency. If you would like to see your transaction history for a longer or shorter period, see FAQ [4].
3. I didn’t receive an Activity Statement last month, why?
Activity Statements will only be sent to customers if they have some form of wagering activity on their account within the relevant month, and if their account is not closed at the time statements are issued. If you did not have any wagering activity in a calendar month you would not receive a statement for that month.
If you did have wagering activity and your account was closed at the time statements were issued, a copy of the Activity Statement will be stored in Punter Assist in your account and you can contact Customer Support to obtain a copy of it.
If you did have wagering transactions with us, have an open account and still didn’t receive a statement, please check your spam or junk folder and if the statement isn’t there, call customer support to confirm that we have your correct email address.
4. Where I can find a detailed transaction list
All transactions can be found under your Resulted Bets tab within your account. Alternatively, you can download your last 12 months of transactions from within Punter Assist.
5. Can I change where this statement is sent to?
You can update your email address at any time by contacting our Customer Support team on +61 7 3184 9343 or email us at support@ladbrokes.com.au (email from your current address and include the new email address you would like us to use in the future). Please note, that this will update your email address for all correspondence from Ladbrokes.
6. I’ve unsubscribed from marketing, why am I still receiving this statement?
The Activity Statement is not considered marketing, and in accordance with the law (the National Consumer Protection Framework) you cannot opt out from receiving the statement.
7. Does my spending summary include all cash bets?
The “You Spent” figure on your Activity Statement includes the sum of all stakes from both cash bets and bonus cash bets.
In this way, the “You Spent” figure represents the total turnover (from both cash bets and bonus cash bets) in your account.
8. How are winnings calculated?
The “You Won” figure on your Activity Statement includes all payouts from successful bets (both cash bets and bonus bets) minus stakes from cash bets only (not bonus bets).
9. My loss details seems to be missing bets from bonus cash.
That’s right, the “You Lost” figure on your Activity Statement includes only losses from cash bets (and not bets made with bonus cash).
10. I don’t understand the calculation for the net result figure?
The “Your net result” figure on your Activity Statement is the sum of:
- Winnings from any successful cash bet resulted in the period, minus the stake
- Winnings from any successful bonus cash bet resulted in the period
- The stake of any refunded or cancelled bets from the relevant month or previous month (if they weren’t captured in the previous month’s statement)
Less:
- The stake of any unsuccessful cash bets
11. Why is my Opening Balance different to the Closing Balance from the previous month?
Your Opening Balance will not necessarily match the Closing Balance to your previous Activity Statement due to the timing of actions such as cancelled withdrawals, or other adjustments that are made according to our Terms and Conditions.
12. The figures in my Account Summary don’t add up?
If you have placed any cash bets that have not been resulted by the end of the month to which the Activity Statement relates, the total of the figures in your Account summary will not add up.
This is because those bets are not reflected in your net result until they have been settled.