William Hill Casino - Won't pay me $20,000 of legitimate winnings!

UNRESOLVED
Alina554 Taiwan
posted on January 4, 2016.

I requested a withdrawal from william hill over 6 months ago, they asked for a proof of id and address (for the second time) I sent that in and it was approved.
Then they asked for a proof of funding, I sent in my neteller screen shot and that was approved.
William hill then said they needed a proof of income, I was a student at the time and couldn't provide that. They said I could provide proof of income from my parents, I sent 9 pages of private documents that my parents gave me.
They started to make me feel like they didn't want to pay me after saying I still needed a proof of income even though I've stated I don't work.

After a few months of no contact I got a job and sent them my proof of income, they insisted they needed it translated into english by a lawyer. I complied and paid for that to be done and sent them the new document.
They replied saying my income was not enough for my level of play.

The amount they must payout is large, But its no excuse to stall and make up any excuse not to pay me. I have provided all the documents they requested. There was no bonus given from William hill for any of my play.

I hope this is just a misunderstanding or break down in their internal communications and William hill pay me my money back

AskGamblers
posted on January 9, 2016.

Dear @Alina554,
Any update regarding your complaint? Thank you.

AskGamblers
posted on January 28, 2017.

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.

Alina554 Taiwan
posted on January 28, 2017.

I requested a withdrawal for $11,570.00 on 2015-06-25 after playing a bunch of high stakes BJ, My last deposit was $12,500 to william hill, So I had lost about a $1000, I was down more and won it back.
The withdrawal was put on hold and they asked for the standard ID and proof of address, But I had already sent them these months before when I won a good amount in their sportsbook and they approved and sent those funds after a few days.
after I sent the documents the second time, They were approved again, But my withdrawal was on hold still, They requested proof of income, which was so confusing as most of their staff didn't know what I needed to supply, I ended up sending a complete financial standing of my family (i'm a student living with parents) They rejected the documents and every other attempt to settle this matter has been useless.
I believe they are just trying to stall and ignore me, It has worked I feel like I will never get my money.

The last email I received was months ago....

Angelie L - 12/09/2016 08:00 AM

Hi ,

Thank you for your email and we apologise for the delay in our response.

I understand your concern and I'm sorry for the inconvenience caused. However, upon checking, we can confirm that our security team is still conducting some security checks on your account. Rest assured you will be notified accordingly once any development regarding your concern is available for you.

In addition, I can confirm that you balance at this moment is $19566.13 and your withdrawals of $12270.00 on 2015-06-20 at 17:56:38 and $ 11570.00 on 2015-06-25 at 11:13:42 that were declined on our end, as we're conducting some security checks.

Once the checks we're done, we will contact you immediately.

We hope this answers your query. Should you have further questions, please feel free to send us an email or contact our Live Chat Team so we can address your concern in a quicker manner.

With regards,

Angelie

Customer Services
William Hill Online


My email to william hill - 11/09/2016 03:00 PM

This doesn't make sense, I have sent you in my family government financial
standing document and proof of income document and the explanation that
the funds were winnings from Bet365.com and another casino, But you
continue to request documents that don't exist.

Can you inform me exactly how much money I have in my account and reply
with the full amount and the date I first requested the withdrawal back in
2015

I will be waiting for your reply!

There has been no response after this email.