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William Hill Casino - Continuous blocking of account and refusal of withdrawing funds

Complaint Info
Disputed casino William Hill Casino
Reason Account closure
Amount £ 370
sophiepelton United Kingdom
Posted on April 16, 2019

After a number of years of not using my account, I decided to reopen it and start using the casino section of the website. I was having a number of issues reopening my account and was speaking to various people on the live chat who were going through the process of reopening my account. Every time it got reopened, I tried depositing with a new card as the old ones on my account were expired and the account would get blocked when attempting to deposit some funds. On 1st April, I spoke to three different customer service representatives and then a manager for over an hour and a half (I spoke to Khiechiel, Rhaine, Lawrence and then Michael who was a manager, and was told it'd take 48 hours to undergo the additional security checks. After this, on 4th April I spoke to Janine and the security issue eventually got resolved and I was able to login and deposit and bet/play.

After my £250 deposit on 4th April, I made £120 profit, so had a total of £370 in my account. I wanted to withdraw my funds at this point, but as soon as I clicked confirm to withdraw, they blocked my account again. I spoke to Peter on the live chat and he told me I'd have to wait 24-48 hours for additional security checks, where I'd then hear back via email from management.

On 7th April, I still hadn't heard back, so I went on the live chat again and spoke to Christian S, who told me there was no update. By this point it had been 3 days since my last chat where I was told it would be 24-48 hours.

On 9th April, I still hadn't heard back. I spoke to Bhanz who told me I'd hear back soon via email.

On 11th April, I still hadn't heard back, so I spoke to Miguel on the live chat, who told me I'd hear in another 24-48 hours. I also requested my live chat logs so I could submit a formal complaint, which he said I'd receive in 24 hours. I asked whether this would really be the case as I'd been told that multiple times and he reassured me it would definitely be the case as that is standard procedure when replying to emails.

On 14th April, I hadn't received the live chat logs nor had I heard back regarding my account being blocked, so I spoke to Nyl and Bhanz. They then followed up and finally sent me the chat logs, but on 15th April, I still haven't heard back regarding my account being blocked, 11 days after being told I'd hear back in 24-48 hours.

I need the money in my account and it is becoming increasingly frustrating not being able to access my account or withdraw my funds. I want something to be done about it. I have all the chat logs as files if anybody requires to view them to cross check with what I am saying.

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