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William Hill Casino - Verification Issues

UNRESOLVED
Complaint Info
Disputed casino William Hill Casino
Reason Verification issues
Amount $ 4190.47
stekos88 Belarus
Posted on January 13, 2020

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

AskGamblers
Posted on November 19, 2020

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.

stekos88 Belarus
Posted on November 19, 2020

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

William Hill Casino Complaints

  • 5 of 30 resolved
  • 4 days avg response
  • 5 days avg complaint life
  • 5,163 USD avg amount

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