I have been self-excluded from William Hill twice over the past few years, however they have let me open 3 or 4 accounts since then. Yes, I know I have a problem so I do the best to take control of it.
Recently I opened an account with 21 Nova, and didn't realise it was William Hill until the deposits were taken. Upon opening an account I had an email from them saying I did not need to verify my identity because they had done so already.
Following this I processed a withdrawl for £4,000 having lost £4,500. As soon as the withdrawl was processed I received an email asking for copies of the card associated with the account, and my driving license with proof of address.
This wasn't a problem, I sent all of these in, and following this 21 Nova became increasingly tricky. The following day I called the 21 Nova phone number a total of 27 times, and 26 of those times I was diverted to a William Hill call centre that could not access any 21 Nova accounts or help me in any way, frustrating to say the least.
When I finally got through to 21 Nova, with the intention of asking them why they are clearly holding onto my funds without reason I was lied to and told no documents had been received. I then gave the operator the time and after asking him on 4 separate occasions to check, he FINALLY admitted they had the documents. I then received further emails saying no documents had been received and blatantly lying in order to take advantage of a compulsive gambler such as myself. I am amazed at not only the fact they let me open the account having 'verified' who I was!? But also the fact they held onto the deposit because they knew full well given my illness I would lose it, and yes that's what happened.
But it doesn't stop there, it gets even better. Whilst on 21 Nova I received a pop up notification saying I was one of the lucky 64 players who had won a share of the Everyones Jackpot, currently over £200,000+. The way in which this worked was the winner won 70% and then 30% was distributed among all other qualifying players, and I was 1 of 64 of those. You can guess what happened next... no funds were showing in my account so I emailed in, 21 Nova only wanted to know if I had "proof" of this such as a screenshot, and unfortunately I didn't so yet again I had been taken for a ride, thank you very much William Hill and 21 Nova. Personally I know I have a problem, but when you self-excluded from somewhere and have a ROGUE CASINO such as 21 Nova keep your withdrawl for ABSOLUTELY NO REASON AT ALL, that is basically fraudulent. I am interested to see what is done here, and to be honest given I was happy to withdraw £4,000 I believe as 21 Nova REFUSED that withdrawl illegally I should at least be refunded that amount, if not the entire amount given I was self excluded with a total of 6 accounts. It's a disgrace, you RE-TARGET ADVERTISING worked a treat, now I have lost a fortune and you've profited from this knowing full well the problem I have and how this could be exploited for the profits of the company. I cannot wait to hear your reply?