William Hill UK Sportsbookk - Formal complaint regarding failed deposit and poor customer service

On 21 June, I made a deposit of 110 euros to my William Hill account via Trustly. The amount never appeared in my account.

I contacted William Hill’s chat support and was informed that the deposit had been instantly declined by your system, and I was advised to contact Trustly. Trustly, however, confirmed twice that they had successfully sent the amount to William Hill. I also verified this with my bank, who confirmed the same. Trustly even provided me with a reference number, which I shared with William Hill support.

Their customer service then requested that I provide documents (bank statement, ID) so you could process the withdrawal of the missing amount. I submitted these documents by email and additionally five times via chat support.

Today, when I requested an update on the status of the withdrawal, I spent over two hours in chat, repeatedly answering the same questions and being transferred between five different agents. Finally, the service manager “Ralph” placed me in a queue where my position was 28th with an estimated wait time of nearly an hour, at which point I had to give up.

I have also asked William Hill’s customer support team seven times where I could file a formal complaint, and only received an answer from Ralph.

This issue has now been ongoing for nearly a month. I find it completely unacceptable that a company with William Hill’s reputation would handle a straightforward case in this manner, showing so little willingness to cooperate and resolve the problem.

I am requesting:

• An immediate investigation and resolution of my missing deposit.

• Confirmation of when the 110 euros will be credited to my account or refunded.

• An explanation of why my case has been delayed for so long and handled so poorly.

I look forward for your support.

Best regards,

< name removed >