Complaint #110 William Hill Casino

Verification Issues

By Aliaksandr B.

6 years ago

Hello.

I got into an unpleasant situation at williamhill.com.
I registered with williamhill and played with them, but once my account was blocked and I could not log into my account. I contacted the support service and I was told that to unlock the account I need to go through the verification procedure and provide documents for verification. I uploaded documents but didn’t receive a response. A few days later I asked in a chat when my documents will be checked? In the chat I was asked to take new photos of documents and send them again. I took new photos and posted, but received the answer only after a few weeks. I was again asked to take new photographs of documents. Again I took new photos of the documents, uploaded them, and again the support service ignored me.
I downloaded various documents in live chat and sent to the mail about 7-10 times - passport photo, selfie with passport, utility photo, selfie with utility, selfie with a leaflet on which my login is written, screenshots and photos of my account neteller, screenshots and photos deposits in williamhill from my neteller account. I always made new photos. But each time they send me a letter that my documents have been transferred to the appropriate department, and after a few weeks they ask me to send new documents again.
This story has been going on for more than a year, I do everything they ask, but I can’t log into my account. The last time they asked me to take new selfies photos with a passport and utility in another room, on a different background. I took these photos and sent them an email 12/13/2019. The next day I received a letter stating that my documents were handed over to the appropriate department and will contact me shortly. However, 30 days have passed since I sent the documents, but I did not receive a response from them and I can’t log into my account.
Please help me unlock my account and withdraw money from willhill

Disputed Casino William Hill Casino

Reason Verification issues

Amount $4190.47

Discussion

stekos88

• Belarus

5 years ago

Hello.

I have a problem with williamhill.com. I registered at williamhill.com on 05/26/2018 and on the same day made 5 deposits to them through a neteller of $ 50, $ 300, $ 500, $ 800 and $ 1300. At first I was unlucky, but then I managed to win and my balance became 4190.47 USD. I decided to withdraw money and williamhill asked for documents for verification. I sent them my documents, but they closed my account and for two and a half years they demanded more and more documents from me. I work abroad, but when I came home, I immediately sent williamhill whatever they asked. Each time I took new photos.

Here is a list of what I submitted to williamhill over two and a half years:

-Photo of passport

-A photograph of the document confirming the address.

- Selfie with a passport and a document confirming the address

-Selfie with a passport and a piece of paper on which my username and account number are written

-Photo of a new document confirming the address of residence

-Selfie with a new document confirming the address of residence

-New selfie with a piece of paper on which my username and account number are written

-New selfie with a piece of paper on which my login and account number are written and a document confirming the address of residence

-Screenshots of neteller showing deposits at williamhill

-Screenshot of a neteller that shows my personal details

-New selfie with a document confirming the address of residence

-New selfie with a piece of paper on which my username and account number are written

-New selfie with passport

-New selfie with another proof of address

-New selfie with another piece of paper on which my username and account number are written

-New photo of another document confirming the address of my residence

-New photo of my passport

-New screenshot neteller with my personal data

-Screenshots of letters from neteller (which come to the mail automatically after the deposit), which show that I made a deposit to them.

-New selfie with passport

-New selfie with a piece of paper on which my username and account number are written

-New selfie with a document confirming the address of residence

-New selfie with a passport and a document confirming the address of residence

-New selfie with passport in another room (They asked to be photographed in another room)

-New selfie with a document confirming the address of residence in another room

-New selfie with a passport and a document confirming the address of residence in another room

-New photo of the document confirming the address of residence

-New screenshot neteller with personal data

-New screenshots of neteller showing deposits at williamhill

-Photo of my military ID

-Photo of my bank statement

-Selfie with military ID

-Selfie with bank statement

-Photo of a statement from my bank account of another bank

-Photo of a new bank statement

-Selfie with a new bank statement from another bank

-Selfie with a new bank statement from a different angle

-Selfie with passport

-New photo of military ID

-New selfie with military ID

-Photo of my birth certificate

-Selfie with passport and birth certificate

-New passport photo

-New photo of military ID

-New photo of birth certificate

-New selfie with a piece of paper on which my username and account number are written

-New selfie with new bank statement

But they were constantly not satisfied with the quality of the photos. I rented a professional camera. The following photos were taken with a professional camera:

-New photo of my passport (professional camera)

-New photo of my military ID (professional camera)

-New photo of my birth certificate (professional camera)

-New selfie with my birth certificate (professional camera)

-New selfie with my military ID (professional camera)

-New selfie with my passport (professional camera)

-New selfie with my military ID and passport (professional camera)

-Screenshots of neteller showing deposits at williamhill

These are only the documents sent to williamhill that I sent them from the mail. However, I have uploaded documents many times through the support chat. If you need screenshots of sent letters with documents, then let me know and I will provide you with these screenshots.

However, very often they do not respond to letters. Once I sent them documents and they promised to answer me within 24 hours. That day I went to work abroad and returned home a month later. I checked my inbox but there was no response from them. Then I wrote a letter to them myself and asked if they had checked my documents, but in a response letter they asked me to provide new documents.

I always sent them documents that they asked for, but they constantly demanded new photos from me, I sent them new photos, but they demanded more and so on ad infinitum. They were not even satisfied with the photographs of my documents, which I took with a professional camera.

Now they sent me a letter:

We are writing to you in connection with the data verification procedure.

"We must inform you that we were unable to establish the validity of the documents you provided.

Subject to clause 12.6, if we close your account and terminate the Terms of Use pursuant to 11 ("Collusion, misleading, fraudulent and criminal activity") clause 20 ("Violation of the Terms of Use") of these General Terms, your account balance will not be returned and will be deemed lost by you. "

This is after I sent them about 20-30 screenshots, 50 photographs of documents, my selfies with these documents in two years.

Please help with payment from williamhill

My login < username removed >

Thanks in advance

AskGamblers

• Support Team

5 years ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

William Hill Casino Complaint Stats

Resolved 5 / 33

Avg. Amount $7,919

Avg. Complaint Duration 6 days

Avg. Response Time 4 days

William Hill Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 3 out of 19 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

William Hill Casino Complaints

See all complaints for this casino

200e Deposit did not credited to williamhill

6.1.2025 I made a 200e deposit to williamhill.com. Deposit didnt credited to account. Williamhill Finance team confirmed via email that they have got the money and asked to send documents which I did via email and in chat many times. Chat have escalated the issue many times and told that they will email me afterwards - no answer after 2 weeks. Ive been waiting to get the refund now almost one month.

Unresolved

€200

Account Suspended and in verification process with 22 K CAD

Hi,

Im really worried right now with the time of verification for my account suspended.

Lets recap. Last friday (november 4th) Ive received and email asking additionnal information about me. They asked me to send another ID and proof of wealth. So Ive sent them 12 slips of pay, my driver liscence and my Passport.

During the night, Ive continue to played on the site (ive won 2K that night always on sportsbetting).

A couple of hours after that, my account was suspended so I went to the chat to understand what happened.

They say that they were asking for documents from me and they didnt received anything yet. So Ive sent that back to another specific email adress they got for documents.

The day after, saturday afternoon, I came back to the chat to confirm if they received my email. They confirmed me that the documents were received and that they were now under reviewed by the security team.

Ive received 2 email during that week-end. 2 automated system email saying that my account was now limited and that I was no more eligible for promotions. But still no email about an update of my account suspend.

Monday, I came back to the chat again to know whats going on. Same thing, I even talked to a manager saying that the documents are reviewed by the security team and that usually it takes 24-48 hours to review it.

Wednesday, still no news, I wont let it go so I went to the chat again talked to another manager, told me same things and even told me that he will personnnaly follow me up on it by email during the day. Guess what. Nothing again..

So today, thursday, I had no choice to come back on chat and asked to talk to another manager and Ive told them that this situation is now under review for more thatn 144 hours. Im still getting the same automated message from them that this is under review and they will respond me by mail.

Lets note that Ive also send them an email wednesday complaining about the lack of response and update from them. But Im still getting no email from them.

I really hope someone here can help me with it.

I got 22,200$ stocked in that account

Pardon me if my english is not at it best cause Im french

Thanks

Unresolved

$22,200

Account frozen with more than €70k balance and not communicating at all

Since 26.10.2021 I no longer have access to my William Hill account on which are at least 79640€ balance. Apparently it was blocked. I have tried to contact William Hill several times both in chat and by email.

Unfortunately, I have not received any information from them to date what is going on and why my account is blocked.

The only statement I got to hear several times in chat was:

We will get back to you within 12 or 24 hours.

Which never happened.

At this point, I unfortunately see no other option than to turn to the public, since William Hill apparently no longer wants to communicate with me without pressure. For your help I would be very grateful!

Unresolved

€79,640

Long verification of documents withdrawal blocked

Hello.
February 8, made a deposit of 2300 euros.
withdrawal blocked.
February 12 they requested documents - sent.
February 21 they requested documents again-sent.
March 9 they asked for a written explanation of my game - sent.
now they just ask to "wait". can we stop?it's been almost 2 months! how much can wait?
On March 24, they wrote to mail. they told me to wait again!
I'm tired of waiting. they do not explain anything, no information.
help

Unresolved

€2,300

Check verification documents for more than a month

Hello. February 8, I made a deposit (screen).
February 11, requested documents (screen).
blocked the withdrawal of funds (screen).
February 12, I submitted documents to live chat. To date, I have not received an answer. live chat promise "soon, soon, soon".
more than a month have passed. I worry about my money. from the support of any particulars. help.
I contacted the "second opinion" service. they also ask to wait

Unresolved

€2,800

Permanently Suspended my account with £1,800

My situation is as follows, I will endeavor to give a short, but concise, true account in chronological order to help with the process.

Personally I am not an avid regular gambler and purely use it as a form of recreation for when I want to while away some time (if that makes sense), as a form of entertainment.

I opened up an account with WilliamHill's online casino on the 25th October 2018 having seen a free bonus/promotion for new users.

27th October 2018 I received an email asking for 2 documents for age verification purposes, this was promptly done.

29th October 2018 I received a confirmation email thanking me for the documents.

30th October 2018 I received an email asking for further confirmation under the KYC ("Know Your Customer") process. 2 further documents were sent, no further emails from WH regarding the above verification's.

30th October 2018 - 9th September 2019 play was made on the WH site

At the commencement of the account, I won a small amount of money with the said given new user incentive bonus, we were probably talking £10-£20 (wagered and withdraw able) at the time.

Subsequent to that, I then played any daily or weekly bonus' and promotions made available directly to my account from the small amount of initial winnings.

Over time (approx 10 months since opening the account), the account balance was fortunate enough to rise to circa £1,500 - £,2000.

The winnings were accumulated on all sections of their site, be it Vegas, Casino, Live Casino, Games, Macau etc. At no time was any collusion or any other forms of so called unfair/fraudulent betting made. It was all by luck, chance and mostly by a self awareness of knowing when to stop wagering on a particular part of their website.

9th September 2019 I received an out of the blue email from a <casino rep name removed> (Account Assurance Team):

"Following a thorough review of your William Hill Account 'USERNAME, we've taken the decision to suspend it permanently.

This decision is in line with our Terms and Conditions. For further information please check Section 12 - Closure of your account; Termination of terms of use of our Terms and Conditions. Here's the link:

https://williamhill-lang.custhelp.com/app/answers/detail/a_id/6719/."

10th September 2019 I went on to live chat to seek an explanation, unfortunately live chat were unable to shed any light on the matter.

10th September 2019 I sent an email to support@willhill to seek clarity and information on the email from regarding the suspended account.

12th September 2019 I received an email from Amie (Executive Relation Officer):

I write in further to your recent contact dated 10/09/2019.

After a thorough review of your account, the decision remains that your account is suspended, this is a business decision which is non negotiable and we are not obligated to disclose the reasoning for this.

In regards to your funds, unfortunately your balance on the account will be retained whilst your account is suspended and you will be unable to withdraw these.

I hope the above clarifies our position in regards to this matter, and we wish you all the best.

Today 15th September 2019 - I seek advice on where I can now take this matter and/or if there is any recourse. Upon the suspension I had a balance of £1,800.09 in my account and as it stands, the funds have been taken from me without a specific reason. As mentioned, I was in my opinion doing nothing untoward nor disingenuous with regards the betting procedures during the time frame above. I find it totally inappropriate that a "business decision" can be to take more than £1,800 from me without a specific factual reason. Yes, I may have accrued the balance via various promotions and bonus' offered but I had used them in good faith as per the Terms and Conditions. Is it my fault that I won money from playing various slots/games etc over a period of time for the above mentioned bonus'?

To this day I have no idea was I have been so harshly dealt with. If it were fraud I get it, if it were for bonus abuse (I dont see how), why did they just not exclude me from bonus' and promotions? As it stands I do not know where to turn or what my rights are, any help or guidance would be thoroughly appreciated.

Various emails and transcripts are held from the commencement of the account opening to the last correspondence if required.

Many thanks for taking the time to read.

Resolved

£1,800

Continuous blocking of account and refusal of withdrawing funds

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.

Unresolved

£370

Delayed payments and ''Security Check''

I NEED HELP AND ADVISE
I made my first ever deposit on a casino site after watching streamers online.
As i didn't want to affect my credit score etc i found William Hill would be ideal as they have a quick cash voucher option.
I made a deposit of £50 via quick cash voucher, after a brief play of slots i was up to £250ish .
I made a withdrawal of £210 via quick cash voucher (same method i deposited from).
I had receive help to locate my voucher code via Live chat as i wasn't sure how to find the code.

*HAPPY DAYS*
I walked to a William Hill store collected my winnings.

**WILLIAM HILL SECURITY CHECK BULLSHIT**
Over the course of the next few days i had carried on depositing £20 (total £220 deposited) here and there via quick cash voucher.
I have played various slots games and now i have £240, £60 and £170 pending in my withdrawals via quick cash voucher.
I was advised by live chat that there is a security check they do on all accounts and it will take 24-48hrs for a response.
It has now been over 5 days and i am getting the same response from live chat.
I have read other complaints on other blogs where people have had similar issues.
I have emailed my ID, Bank statement, Utility bill and bank card pictures.
I have been told my account is already verified and they don't need the document and for me to wait for a email from them.

I'm really upset at the poor service and the limited information from William Hill Live chat.

Please can i get some help or advice if anyone has ever faced the same problem and have they resolved it.

Unresolved

£470

4 weeks waiting for £591 refund

I am disgusted that William hill allowed my account to be reopened after i had closed it 2 years ago and my devices were severely hacked 28th february 2019 to which hacked gained access to all my bank ...email..accounts and reopened them.i reported this to my bank who had no response from William hill and said that the only way to get my money back for this unauthorised transactions was to report it to William hill.

That was 4 weeks ago and William hill just tell me everyday that I need to send documents to which i have done and still nothing.

I want justice as I have waited long enough..Sent all proof needed aswell to back my case I'm also a member of gamstop so this account should never of been opened to which i sent proof to William hill second opinion team also.im 34weeks pregnant and have suffered in hospital due to this situation for stress as I have had this done to myself.£591 is alot of money to a single mum of 1 and pregnant with my second child and I need my refund asap .william hill wont respond and I am at my wits end now !!!

Unresolved

£591

Blocked account with €21874, 'investigation' still pending after 2,5 months

I opened account on William hill from August 2, 2018. My account was fully verified from August 6. I played blackjack every day until August 30, because they asked a proof of income. I sent proof of income on the next day (August 31). I didn't receive any email from William hill about verification my proof of income. William hill said me that they investigate my account every time when I asked about it. No ask additional documents, no ask anything and they don't return my money (€21874), because "investigation is not complete". I wait more than 2.5 months.

Unresolved

€21,874