Hi
I'll start off by saying I've tried to sort this via William Hill direct without any joy.
So my partner signed up to William Hill and used my card for deposits. She done this playing live roulette and advised that she had got her balance up to just shy of £2000. The account then kicked her out, and on logging back in the balance was at £0
She then contacted the live chat who advised that it was due to the card details not being the same as the William Hill account holder.
She apologised for this, and they confirmed that the DEP10 error she was getting on depositing, was due to this.
They have now refused to refund the monies after stating on live chat that you can't deposit or withdraw to a card not in the account holders name. It also states in their terms that deposits via this method will be treated as invalid.
The agent also confirmed that the system will automatically decline these transactions to protect the safety of players and that it is against their terms to accept this.
They are now refusing to refund after admitting that there would be no winnings allowed to be withdrawn. Surely they can't have it both ways? If you are allowed to deposit you must be allowed to withdraw, if you aren't allowed to withdraw via this method then the deposits technically are invalid and should be refunded.
Is anybody able to help/clarify?
Also, they confirmed the card was registered to another account which was self excluded so therefor deposits via that method would also break their responsible gambling conditions?
I have attached the chat with the agent... any advice would be greatly appreciated.
Chat 1:
Live Chat
DISCONNECT
July 23, 2:47 AMHi, you’re speaking to Nayeka. How may I help you?
July 23, 2:47 AMHi nayeka
July 23, 2:47 AMHello.
July 23, 2:47 AMHow can I help you?
July 23, 2:48 AMCan you confirm what dep10 as an error message is... just got it after trying to deposit
July 23, 2:48 AMI understand the concern and I'd be happy to assist you. Let's see what I can do.
July 23, 2:48 AMKindly give me a few minutes to check on your account.
July 23, 2:49 AMNot a problem... I'm waiting on an update from an issue raised earlier also but was advised to wait 48hour or so
July 23, 2:49 AMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 23, 2:49 AMDisconnection in 240 seconds.
July 23, 2:49 AMConnection resumed.
July 23, 2:50 AMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 23, 2:50 AMDisconnection in 240 seconds.
July 23, 2:50 AMConnection resumed.
July 23, 2:51 AMThank you for waiting.
July 23, 2:51 AMNo problem
July 23, 2:51 AMWhat's the username of the account you're pertaining to?
July 23, 2:51 AMKerrim27
July 23, 2:52 AMI see.
July 23, 2:53 AMSo can you advise me on this please
July 23, 2:53 AMWhat the code dep10 is
July 23, 2:53 AM"Sorry, we are unable to accept payments from this card. Please use a different card or payment method. If you need help, please contact Customer Services and quote 'DEP10' "
July 23, 2:53 AMThat's it
July 23, 2:54 AMWhat's the l;ast 4 digits of the card you're about to use.
July 23, 2:54 AM*last?
July 23, 2:54 AM2608
July 23, 2:55 AMI see.
July 23, 2:55 AMIt says here it's details mismatch
July 23, 2:55 AMIs this because the name on the card is not my name?
July 23, 2:55 AMHave you tried contacting your bank?
July 23, 2:56 AMYes.
July 23, 2:56 AMIt can be.
July 23, 2:57 AMSo do you block transactions when the card isn't in the name of the William hill account holder?
July 23, 2:57 AMThe details.are 100 percent correct so I can only imagine this us the issue
July 23, 2:57 AMYes.
July 23, 3:00 AMAre we still connected?
July 23, 3:00 AMOk so dep10 is an error which is for mismatch details
July 23, 3:00 AMDue to the fact the name is different on the bank account
July 23, 3:00 AMCompared to the name on the William hill acount
July 23, 3:01 AMIt has declined the transaction...as you said that it automatically does this... is this to protect the customer or what?
July 23, 3:03 AMJust to confirm incase the bank contact
July 23, 3:04 AMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 23, 3:04 AMDisconnection in 240 seconds.
July 23, 3:04 AMConnection resumed.
July 23, 3:05 AMYes,
July 23, 3:05 AMIt's part of our player's safety.
July 23, 3:06 AMDo you allow deposits by 3rd party methods under any conditions or will these all be declined ?
July 23, 3:07 AMNo.
July 23, 3:08 AMSo they would always be declined yeah?
July 23, 3:08 AMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 23, 3:08 AMDisconnection in 240 seconds.
July 23, 3:08 AMConnection resumed.
July 23, 3:08 AMhttps://williamhill-lang.custhelp.com/app/answers/detail/a_id/22246
July 23, 3:08 AMYou can click on this link.
July 23, 3:10 AMOk so they would be declined as it says
July 23, 3:11 AMYes.
July 23, 3:11 AMOk thank you
Send
Chat 2:
Live Chat
DISCONNECT
July 24, 4:13 PMHi, you’re speaking to Aisa. How may I help you?
July 24, 4:13 PMHi aisa I'm waiting on an update regarding deposited funds
July 24, 4:14 PMI'll check that for you. Few minutes please.
July 24, 4:14 PMI spoke to a manager on chat who advised I would be contacted but I haven't heard anything... funds were deposited but weren't allowed to be withdrawn using the same card
July 24, 4:14 PMThe card is now advising mismatch details dep10 error so I was advised these would be void and returned without winnings
July 24, 4:15 PMOk no problem.
July 24, 4:15 PMThanks.
July 24, 4:16 PMThanks for waiting. Your card 2608 was found in another account that's not under your name. Note that you can only add one under your name.
July 24, 4:16 PMOk so when will the money be refunded
July 24, 4:17 PMIs this your card?
July 24, 4:18 PMNo I advised this... and was told that the system failed and the deposits would be voided and returned as I would be unable to withdraw winnings from the deposits as the would be declared void
July 24, 4:18 PMI was advised by an agent on live chat they would be returned
July 24, 4:20 PMSorry but since you used it in Gaming, we cant refund it.
July 24, 4:20 PMShe advised the system would automatically pick this up to protect customers....and that it failed and would be refunded
July 24, 4:20 PMThe fund was used in Gaming already and this has been processed. We cannot refund it.
July 24, 4:20 PMThese transactions aren't allowed... You have previously advised they will be refunded
July 24, 4:22 PMI apologise for that one but we cannot refund this as the transactions are settled.
July 24, 4:22 PMAre 3rd party transactions allowed?
July 24, 4:22 PMNo but if it has been processed, it will stand.
July 24, 4:23 PMWhere does it state this in the terms? Because it says they will be voided and returned... if it doesn't state this anywhere please adhere to the terms and void the deposits and return
July 24, 4:26 PMHello?
July 24, 4:26 PM7.7.1 all payments made into Your Account have been confirmed as cleared and none have been charged-back, reversed or otherwise cancelled;
July 24, 4:26 PMPlease check here for T&C : https://williamhill-lang.custhelp.com/app/answers/detail/a_id/6719
July 24, 4:26 PMGove me one moment till I read this
July 24, 4:26 PMSure.
July 24, 4:27 PMAre we still connected?
July 24, 4:28 PMYes
July 24, 4:28 PMGreat.
July 24, 4:28 PMThis doesn't state you can keep the funds from 3rd party deposits
July 24, 4:28 PMAre advise where this is stated
July 24, 4:28 PMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 24, 4:28 PMDisconnection in 240 seconds.
July 24, 4:29 PMConnection resumed.
July 24, 4:29 PMIt's under 7. Deposits and Withdrawals from your account
July 24, 4:29 PM7.7.1 doesn't state this
July 24, 4:29 PMPlease provide the section and point which does
July 24, 4:30 PMYou can find it in Chaper 7 of the rules.
July 24, 4:31 PMIt says any deposit in
July 24, 4:31 PMNot in the name of the account holder will be deemed invalid
July 24, 4:31 PMPlease check it : 7.7.1 all payments made into Your Account have been confirmed as cleared and none have been charged-back, reversed or otherwise cancelled;
July 24, 4:32 PM7.1 If You wish to participate in the Services, You must deposit monies into Your Account from an account or source of which You are the account holder. Such monies may (subject to paragraph 5) then be used by You to place bets or play games. Further details of how to deposit, withdraw and transfer funds can be found in the Deposit part of the Help section of the Website. If You use a payment method in respect of which You are not the account holder, we reserve the right to treat any deposit into the Account as being invalid (and any winnings arising from such deposit as void)
July 24, 4:32 PMPlease adhere to the terms and void this 'invalid delosit'
July 24, 4:33 PMPlease refund the funds according to the terms
July 24, 4:33 PMFew minutes while I check.
July 24, 4:33 PMThanks
July 24, 4:33 PMNo worries.
July 24, 4:36 PMI need to check this with my Supervisor. Few more minutes please.
July 24, 4:37 PMThanks
July 24, 4:37 PMNo worries.
July 24, 4:43 PMStill waiting for my Supervisor's reply Few minutes more.
July 24, 4:43 PMOk
July 24, 4:44 PMThanks.
July 24, 4:49 PMStill there?
July 24, 4:50 PMStill here
July 24, 4:50 PMFew more minutes please
July 24, 4:51 PMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 24, 4:51 PMDisconnection in 240 seconds.
July 24, 4:51 PMConnection resumed.
July 24, 4:52 PMThanks for holding. I've forwarded your concern for checking. Kindly wait for an email about this.
July 24, 4:52 PMHow long will this take
July 24, 4:54 PMI cant guarantee but you will be emailed as soon as we have update.
July 24, 4:54 PMOk
July 24, 4:55 PMthanks for your time
July 24, 4:55 PMThanks.
Send
Complaint Info
AskGamblers
Dear @Mammoo1991,
Please make sure to update your complaint accordingly and clarify the total amount of the disputed refund request/s.
Thanks for cooperating the AskGamblers Complaints Team.
Hi
The total amount disputed is £600 which is a refund of the money deposited.
Please also see another chat with an agent below, he advised again I would get an email response but still not heard anything.
Live Chat
Status: Disconnected
July 27, 10:04 PMHi, you’re speaking to Ron. How may I help you?
July 27, 10:04 PMHi I have a general question ron, hope you can help.
July 27, 10:05 PMCan I have your username or email address to check your account?
July 27, 10:05 PMI don't have an account, it's on behalf of somebody else
July 27, 10:06 PMI see. How can I help you?
July 27, 10:06 PMIf a third party card is used to deposit on an account, the first payment goes through... but the 2nd payment is declined due to mismatch details... does the first deposit get refunded?
July 27, 10:07 PMAlso the card was linked to a self excluded gamblers account.
July 27, 10:07 PMThe code dep10 is given on the payment page
July 27, 10:08 PMPlease allow me few minutes for this.
July 27, 10:08 PMWill do
July 27, 10:10 PMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 27, 10:10 PMDisconnection in 240 seconds.
July 27, 10:10 PMConnection resumed.
July 27, 10:13 PMSorry to keep you waiting.
July 27, 10:13 PMPlease give me another few minutes.
July 27, 10:13 PMIf you could also provide me with your policy regarding 3rd party deposits...the UK Gambling Comission states you have to make a policy available to customers, and the process and implications of 3rd party deposits.
July 27, 10:15 PMThe only thing I can find online is that you will treat these as "invalid deposits" and that no winnings can be benefited from these... so I'm to the understanding that the deposits as invalid would be returned since the customer can't benefit from this?
July 27, 10:16 PMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 27, 10:16 PMDisconnection in 240 seconds.
July 27, 10:16 PMConnection resumed.
July 27, 10:16 PMI do apologize but we need to get the specific account to properly address these queries.
July 27, 10:17 PMI'm asking a general question regarding the terms and use of an account
July 27, 10:17 PMI suggest you advise your friend who has an account with us to be assisted accordingly.
July 27, 10:17 PMThis is before I set up an account
July 27, 10:17 PMIn as a much as I want to help, we need to look at the exact account, status of deposits and other details.
July 27, 10:17 PMI just need to k ow the procedure as it isn't clearly detailed in your terms
July 27, 10:18 PMI'm sorry but this is not considered as a General Query anymore.
July 27, 10:18 PMIn order to provide correct information, we need to check the account first.
July 27, 10:18 PMSo are you refusing to provide information that the gambling Commision states you have to clearly outline?
July 27, 10:19 PMThese can't be found in the terms, so I'm requesting this info via yourself
July 27, 10:19 PMAll of our terms and conditions are written on the website.
July 27, 10:19 PMHowever, your questions are account specific.
July 27, 10:20 PMWe don't want to provide incomplete or partially incorrect information.
July 27, 10:20 PMWith this, we require that you provide us the exact account. This would help us provide accurate and correct information.
July 27, 10:20 PMAnything else I may help you with apart from this one?
July 27, 10:20 PMI'm asking information regarding terms
July 27, 10:21 PMTerms and policies that aren't outlined in the terms provided
July 27, 10:22 PMHello?
July 27, 10:23 PMGeneral terms and conditions are stated in our website. Unfortunately, if you're referring to specific deposit transactions, we need to look at the account first.
July 27, 10:23 PMOk what do you require
July 27, 10:24 PMPlease advise your friend to contact us.
July 27, 10:24 PMWe need to follow standard procedure to provide account specific information.
July 27, 10:24 PMThis is the only way we can provide sufficient information.
July 27, 10:24 PMWould you like the info regarding the accou t?
July 27, 10:24 PMI'm sorry but the account holder needs to contact us.
July 27, 10:25 PMI am the account holder
July 27, 10:25 PMI was requesting info on a general basis but since you won't provide this I can provide the details of the account
July 27, 10:26 PMI'm sorry but we can only assist the account holder if it pertains to his/her account.
July 27, 10:26 PMThis is in line with our security procedures.
July 27, 10:26 PMI am the account holder of the account in question
July 27, 10:27 PMI'm sorry but onset of our conversation, you confirmed that you're contacting in behalf of someone else.
July 27, 10:27 PMWe do take responsibility in attending to our customers, especially when it relates to their account details.
July 27, 10:27 PMThis was to receive the information required without providing my details
July 27, 10:27 PMYou have advised you can't do this
July 27, 10:28 PMI can now give the details to get the in for required
July 27, 10:29 PMOkay, can you please provide your account username?
July 27, 10:29 PMKerrim27
July 27, 10:30 PMCan you please confirm your date of birth and the answer to your security question: My first pets name
July 27, 10:30 PMIt's 27 02 93 and gizmo
July 27, 10:31 PMI'm sorry but you missed the answer to your security question. Can you please verify these again?
July 27, 10:32 PMDoes it have to be a capital letter?
July 27, 10:32 PMSmudger
July 27, 10:33 PMOr Gizmo
July 27, 10:33 PMI had 2 dogs at the same time
July 27, 10:34 PMThanks for the information Kerri. It's Smudger.
July 27, 10:34 PMOk no problem... knew it would be one or the other 😅
July 27, 10:35 PMOk Kerri. How may I help you now?
July 27, 10:36 PMAs previously advised... can you provide info and clarification on the points I raised at the start of the c9nversation
July 27, 10:39 PMAlright. I confirm that you have a payment method register on an account which is register to a self excluded account. May I know the exact details of the deposit that you are referring.
July 27, 10:40 PMThere was deposits on the account using this card... it was then flagged up as being from another account which is self excluded and I was advised as no winnings could be taken it would be refunded due to being linked to a self excluded player
July 27, 10:42 PMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 27, 10:42 PMDisconnection in 240 seconds.
July 27, 10:42 PMDisconnection in 210 seconds.
July 27, 10:43 PMConnection resumed.
July 27, 10:43 PMAlright. Please give me few minutes to check.
July 27, 10:43 PMThanks
July 27, 10:47 PMYou still there?
July 27, 10:47 PMI could see that card ending in 2608 was not registered under your name.
July 27, 10:50 PMCorrect, it was a third party card. I'm now aware he is self excluded, when I contacted you via live chat to make you aware, I then tried to withdraw and got an error due to 'mismatched details'
July 27, 10:51 PMSo what im requesting is its refunded. The card whuch i didnt know is linked to a self excluded account, this payment should have been declined instantly, not on the 4th attempt
July 27, 10:52 PMHere's what I'll do. I'll coordinate this with my Supervisor to check what we can do.
July 27, 10:52 PMPlease give me a few minutes.
July 27, 10:52 PMNo problem
July 27, 10:53 PMApologies for earlier. Nobody wants to help and I'm just trying to fix my mistakes, at least you are willing to try and help... so I'm sorry for my attitude earlier 👍
July 27, 10:58 PMSorry to keep you waiting. It’s taking longer than expected, but I should have the answer for you soon. Can you hold for a few more minutes?
July 27, 10:58 PMOf course... thanks
July 27, 11:00 PMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 27, 11:00 PMDisconnection in 240 seconds.
July 27, 11:00 PMConnection resumed.
July 27, 11:01 PMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 27, 11:01 PMDisconnection in 240 seconds.
July 27, 11:01 PMConnection resumed.
July 27, 11:03 PMHi Kerri.
July 27, 11:03 PMHi
July 27, 11:03 PMI am sorry for the inconvenience.
July 27, 11:04 PMI am still waiting for my supervisor's response. Please give me another few minutes.
July 27, 11:04 PMNo problem
July 27, 11:06 PMThanks for waiting Kerri.
July 27, 11:06 PMNo problem
July 27, 11:08 PMWe need to forward your concern to the relevant team who handle this kind of transaction. For now, we ask you to give us 24-48 hours as we need to wait for the relevant's team update. Rest assure that we will get back to you once we have the result from the relevant team.
July 27, 11:09 PMI was advised this on the day the transactions were made and I've still not had a respinse
July 27, 11:10 PMI'm sorry for the inconvenience Kerri. But I would like to inform you that we will not be able to make a refund due to we need to forward this first to the relevant team.
July 27, 11:10 PMOk I'll await your response... by email?
July 27, 11:11 PMRest assure that we will contact you thru your registered email address once we have the update from the relevant team.
July 27, 11:11 PMCan you confirm the email please
July 27, 11:13 PMRegistered email address is kerri_920@hotmail.co.uk
July 27, 11:14 PMWould there be anything else I can assist you with?
July 27, 11:14 PMPerfect I'll await a respinse
July 27, 11:14 PMNo that's gr
July 27, 11:14 PMgreat
July 27, 11:14 PMThank you for contacting William Hill. If you ever need any assistance, we're always happy to help.
July 27, 11:14 PMThanks for your help
July 27, 11:14 PMRon has disconnected.
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AskGamblers
This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.
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