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William Hill Casino - Will not return my deposit

Digger545 United Kingdom Message
Posted on January 26, 2016

I deposited £875 in my William Hill account in June 2015 to get a bonus of £175. They didn’t give me the bonus so I withdrew it. They refused to pay it back to my ewallet account (my method of deposit) and said they would send a cheque to me instead. The cheque never reached me even though they said they had sent it twice and then when I asked them to cancel the cheque and pay to my ewallet account they said the account has been closed as I have been found to be ‘in breach of our terms of use’.

How can I be in breach of their terms of use when all I did was deposit and withdraw? I have asked them to specify what term they claim I broke all they have sent me is:

o abuse of bonuses or other promotions; and/or

o using unfair external factors or influences (commonly known as cheating); and/or

o taking unfair advantage (as defined in paragraph 11.5.3); and/or

o opening any Duplicate Accounts; and/or

o undertaking fraudulent practice or criminal activity y (as defined in paragraph 11.5)

I haven’t broken any of these terms, it’s very frustrating to be accused of something you haven’t done. I asked the casino to provide me with proof but they have refused. How can I defend myself when I am unsure exactly what they are accusing me of? To a large company like William Hill £875 isn’t a lot of money but to me it is.

I was first in contact with the William Hill support team (by email) and when they refused to discuss my case any further I emailed their second opinions team who were no help and have said that as they have ‘clearly explained’ their position several times they consider the matter closed.
I would appreciate any advice on the matter of how to get my money back.

Posted on January 30, 2016

Dear @Digger545,

Any update regarding your complaint? Thank you.

Digger545 United Kingdom Message
Posted on February 1, 2016

Hi. No update regarding my complaint. William Hill have not attempted to contact me and they have not paid the £875 into my account.

William Hill Casino Complaints

  • 5 of 27 resolved
  • 4 days avg response
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