Beschwerde #73
William Hill Casino
3rd party deposit accepted, both winnings and refund declined
vor 7 Jahren
Hi
I'll start off by saying I've tried to sort this via William Hill direct without any joy.
So my partner signed up to William Hill and used my card for deposits. She done this playing live roulette and advised that she had got her balance up to just shy of £2000. The account then kicked her out, and on logging back in the balance was at £0
She then contacted the live chat who advised that it was due to the card details not being the same as the William Hill account holder.
She apologised for this, and they confirmed that the DEP10 error she was getting on depositing, was due to this.
They have now refused to refund the monies after stating on live chat that you can't deposit or withdraw to a card not in the account holders name. It also states in their terms that deposits via this method will be treated as invalid.
The agent also confirmed that the system will automatically decline these transactions to protect the safety of players and that it is against their terms to accept this.
They are now refusing to refund after admitting that there would be no winnings allowed to be withdrawn. Surely they can't have it both ways? If you are allowed to deposit you must be allowed to withdraw, if you aren't allowed to withdraw via this method then the deposits technically are invalid and should be refunded.
Is anybody able to help/clarify?
Also, they confirmed the card was registered to another account which was self excluded so therefor deposits via that method would also break their responsible gambling conditions?
I have attached the chat with the agent... any advice would be greatly appreciated.
Chat 1:
Live Chat
DISCONNECT
July 23, 2:47 AMHi, you’re speaking to Nayeka. How may I help you?
July 23, 2:47 AMHi nayeka
July 23, 2:47 AMHello.
July 23, 2:47 AMHow can I help you?
July 23, 2:48 AMCan you confirm what dep10 as an error message is... just got it after trying to deposit
July 23, 2:48 AMI understand the concern and I'd be happy to assist you. Let's see what I can do.
July 23, 2:48 AMKindly give me a few minutes to check on your account.
July 23, 2:49 AMNot a problem... I'm waiting on an update from an issue raised earlier also but was advised to wait 48hour or so
July 23, 2:49 AMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 23, 2:49 AMDisconnection in 240 seconds.
July 23, 2:49 AMConnection resumed.
July 23, 2:50 AMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 23, 2:50 AMDisconnection in 240 seconds.
July 23, 2:50 AMConnection resumed.
July 23, 2:51 AMThank you for waiting.
July 23, 2:51 AMNo problem
July 23, 2:51 AMWhat's the username of the account you're pertaining to?
July 23, 2:51 AMKerrim27
July 23, 2:52 AMI see.
July 23, 2:53 AMSo can you advise me on this please
July 23, 2:53 AMWhat the code dep10 is
July 23, 2:53 AM"Sorry, we are unable to accept payments from this card. Please use a different card or payment method. If you need help, please contact Customer Services and quote 'DEP10' "
July 23, 2:53 AMThat's it
July 23, 2:54 AMWhat's the l;ast 4 digits of the card you're about to use.
July 23, 2:54 AM*last?
July 23, 2:54 AM2608
July 23, 2:55 AMI see.
July 23, 2:55 AMIt says here it's details mismatch
July 23, 2:55 AMIs this because the name on the card is not my name?
July 23, 2:55 AMHave you tried contacting your bank?
July 23, 2:56 AMYes.
July 23, 2:56 AMIt can be.
July 23, 2:57 AMSo do you block transactions when the card isn't in the name of the William hill account holder?
July 23, 2:57 AMThe details.are 100 percent correct so I can only imagine this us the issue
July 23, 2:57 AMYes.
July 23, 3:00 AMAre we still connected?
July 23, 3:00 AMOk so dep10 is an error which is for mismatch details
July 23, 3:00 AMDue to the fact the name is different on the bank account
July 23, 3:00 AMCompared to the name on the William hill acount
July 23, 3:01 AMIt has declined the transaction...as you said that it automatically does this... is this to protect the customer or what?
July 23, 3:03 AMJust to confirm incase the bank contact
July 23, 3:04 AMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 23, 3:04 AMDisconnection in 240 seconds.
July 23, 3:04 AMConnection resumed.
July 23, 3:05 AMYes,
July 23, 3:05 AMIt's part of our player's safety.
July 23, 3:06 AMDo you allow deposits by 3rd party methods under any conditions or will these all be declined ?
July 23, 3:07 AMNo.
July 23, 3:08 AMSo they would always be declined yeah?
July 23, 3:08 AMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 23, 3:08 AMDisconnection in 240 seconds.
July 23, 3:08 AMConnection resumed.
July 23, 3:08 AMhttps://williamhill-lang.custhelp.com/app/answers/detail/a_id/22246
July 23, 3:08 AMYou can click on this link.
July 23, 3:10 AMOk so they would be declined as it says
July 23, 3:11 AMYes.
July 23, 3:11 AMOk thank you
Send
Chat 2:
Live Chat
DISCONNECT
July 24, 4:13 PMHi, you’re speaking to Aisa. How may I help you?
July 24, 4:13 PMHi aisa I'm waiting on an update regarding deposited funds
July 24, 4:14 PMI'll check that for you. Few minutes please.
July 24, 4:14 PMI spoke to a manager on chat who advised I would be contacted but I haven't heard anything... funds were deposited but weren't allowed to be withdrawn using the same card
July 24, 4:14 PMThe card is now advising mismatch details dep10 error so I was advised these would be void and returned without winnings
July 24, 4:15 PMOk no problem.
July 24, 4:15 PMThanks.
July 24, 4:16 PMThanks for waiting. Your card 2608 was found in another account that's not under your name. Note that you can only add one under your name.
July 24, 4:16 PMOk so when will the money be refunded
July 24, 4:17 PMIs this your card?
July 24, 4:18 PMNo I advised this... and was told that the system failed and the deposits would be voided and returned as I would be unable to withdraw winnings from the deposits as the would be declared void
July 24, 4:18 PMI was advised by an agent on live chat they would be returned
July 24, 4:20 PMSorry but since you used it in Gaming, we cant refund it.
July 24, 4:20 PMShe advised the system would automatically pick this up to protect customers....and that it failed and would be refunded
July 24, 4:20 PMThe fund was used in Gaming already and this has been processed. We cannot refund it.
July 24, 4:20 PMThese transactions aren't allowed... You have previously advised they will be refunded
July 24, 4:22 PMI apologise for that one but we cannot refund this as the transactions are settled.
July 24, 4:22 PMAre 3rd party transactions allowed?
July 24, 4:22 PMNo but if it has been processed, it will stand.
July 24, 4:23 PMWhere does it state this in the terms? Because it says they will be voided and returned... if it doesn't state this anywhere please adhere to the terms and void the deposits and return
July 24, 4:26 PMHello?
July 24, 4:26 PM7.7.1 all payments made into Your Account have been confirmed as cleared and none have been charged-back, reversed or otherwise cancelled;
July 24, 4:26 PMPlease check here for T&C : https://williamhill-lang.custhelp.com/app/answers/detail/a_id/6719
July 24, 4:26 PMGove me one moment till I read this
July 24, 4:26 PMSure.
July 24, 4:27 PMAre we still connected?
July 24, 4:28 PMYes
July 24, 4:28 PMGreat.
July 24, 4:28 PMThis doesn't state you can keep the funds from 3rd party deposits
July 24, 4:28 PMAre advise where this is stated
July 24, 4:28 PMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 24, 4:28 PMDisconnection in 240 seconds.
July 24, 4:29 PMConnection resumed.
July 24, 4:29 PMIt's under 7. Deposits and Withdrawals from your account
July 24, 4:29 PM7.7.1 doesn't state this
July 24, 4:29 PMPlease provide the section and point which does
July 24, 4:30 PMYou can find it in Chaper 7 of the rules.
July 24, 4:31 PMIt says any deposit in
July 24, 4:31 PMNot in the name of the account holder will be deemed invalid
July 24, 4:31 PMPlease check it : 7.7.1 all payments made into Your Account have been confirmed as cleared and none have been charged-back, reversed or otherwise cancelled;
July 24, 4:32 PM7.1 If You wish to participate in the Services, You must deposit monies into Your Account from an account or source of which You are the account holder. Such monies may (subject to paragraph 5) then be used by You to place bets or play games. Further details of how to deposit, withdraw and transfer funds can be found in the Deposit part of the Help section of the Website. If You use a payment method in respect of which You are not the account holder, we reserve the right to treat any deposit into the Account as being invalid (and any winnings arising from such deposit as void)
July 24, 4:32 PMPlease adhere to the terms and void this 'invalid delosit'
July 24, 4:33 PMPlease refund the funds according to the terms
July 24, 4:33 PMFew minutes while I check.
July 24, 4:33 PMThanks
July 24, 4:33 PMNo worries.
July 24, 4:36 PMI need to check this with my Supervisor. Few more minutes please.
July 24, 4:37 PMThanks
July 24, 4:37 PMNo worries.
July 24, 4:43 PMStill waiting for my Supervisor's reply Few minutes more.
July 24, 4:43 PMOk
July 24, 4:44 PMThanks.
July 24, 4:49 PMStill there?
July 24, 4:50 PMStill here
July 24, 4:50 PMFew more minutes please
July 24, 4:51 PMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 24, 4:51 PMDisconnection in 240 seconds.
July 24, 4:51 PMConnection resumed.
July 24, 4:52 PMThanks for holding. I've forwarded your concern for checking. Kindly wait for an email about this.
July 24, 4:52 PMHow long will this take
July 24, 4:54 PMI cant guarantee but you will be emailed as soon as we have update.
July 24, 4:54 PMOk
July 24, 4:55 PMthanks for your time
July 24, 4:55 PMThanks.
Send
I'll start off by saying I've tried to sort this via William Hill direct without any joy.
So my partner signed up to William Hill and used my card for deposits. She done this playing live roulette and advised that she had got her balance up to just shy of £2000. The account then kicked her out, and on logging back in the balance was at £0
She then contacted the live chat who advised that it was due to the card details not being the same as the William Hill account holder.
She apologised for this, and they confirmed that the DEP10 error she was getting on depositing, was due to this.
They have now refused to refund the monies after stating on live chat that you can't deposit or withdraw to a card not in the account holders name. It also states in their terms that deposits via this method will be treated as invalid.
The agent also confirmed that the system will automatically decline these transactions to protect the safety of players and that it is against their terms to accept this.
They are now refusing to refund after admitting that there would be no winnings allowed to be withdrawn. Surely they can't have it both ways? If you are allowed to deposit you must be allowed to withdraw, if you aren't allowed to withdraw via this method then the deposits technically are invalid and should be refunded.
Is anybody able to help/clarify?
Also, they confirmed the card was registered to another account which was self excluded so therefor deposits via that method would also break their responsible gambling conditions?
I have attached the chat with the agent... any advice would be greatly appreciated.
Chat 1:
Live Chat
DISCONNECT
July 23, 2:47 AMHi, you’re speaking to Nayeka. How may I help you?
July 23, 2:47 AMHi nayeka
July 23, 2:47 AMHello.
July 23, 2:47 AMHow can I help you?
July 23, 2:48 AMCan you confirm what dep10 as an error message is... just got it after trying to deposit
July 23, 2:48 AMI understand the concern and I'd be happy to assist you. Let's see what I can do.
July 23, 2:48 AMKindly give me a few minutes to check on your account.
July 23, 2:49 AMNot a problem... I'm waiting on an update from an issue raised earlier also but was advised to wait 48hour or so
July 23, 2:49 AMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 23, 2:49 AMDisconnection in 240 seconds.
July 23, 2:49 AMConnection resumed.
July 23, 2:50 AMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 23, 2:50 AMDisconnection in 240 seconds.
July 23, 2:50 AMConnection resumed.
July 23, 2:51 AMThank you for waiting.
July 23, 2:51 AMNo problem
July 23, 2:51 AMWhat's the username of the account you're pertaining to?
July 23, 2:51 AMKerrim27
July 23, 2:52 AMI see.
July 23, 2:53 AMSo can you advise me on this please
July 23, 2:53 AMWhat the code dep10 is
July 23, 2:53 AM"Sorry, we are unable to accept payments from this card. Please use a different card or payment method. If you need help, please contact Customer Services and quote 'DEP10' "
July 23, 2:53 AMThat's it
July 23, 2:54 AMWhat's the l;ast 4 digits of the card you're about to use.
July 23, 2:54 AM*last?
July 23, 2:54 AM2608
July 23, 2:55 AMI see.
July 23, 2:55 AMIt says here it's details mismatch
July 23, 2:55 AMIs this because the name on the card is not my name?
July 23, 2:55 AMHave you tried contacting your bank?
July 23, 2:56 AMYes.
July 23, 2:56 AMIt can be.
July 23, 2:57 AMSo do you block transactions when the card isn't in the name of the William hill account holder?
July 23, 2:57 AMThe details.are 100 percent correct so I can only imagine this us the issue
July 23, 2:57 AMYes.
July 23, 3:00 AMAre we still connected?
July 23, 3:00 AMOk so dep10 is an error which is for mismatch details
July 23, 3:00 AMDue to the fact the name is different on the bank account
July 23, 3:00 AMCompared to the name on the William hill acount
July 23, 3:01 AMIt has declined the transaction...as you said that it automatically does this... is this to protect the customer or what?
July 23, 3:03 AMJust to confirm incase the bank contact
July 23, 3:04 AMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 23, 3:04 AMDisconnection in 240 seconds.
July 23, 3:04 AMConnection resumed.
July 23, 3:05 AMYes,
July 23, 3:05 AMIt's part of our player's safety.
July 23, 3:06 AMDo you allow deposits by 3rd party methods under any conditions or will these all be declined ?
July 23, 3:07 AMNo.
July 23, 3:08 AMSo they would always be declined yeah?
July 23, 3:08 AMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 23, 3:08 AMDisconnection in 240 seconds.
July 23, 3:08 AMConnection resumed.
July 23, 3:08 AMhttps://williamhill-lang.custhelp.com/app/answers/detail/a_id/22246
July 23, 3:08 AMYou can click on this link.
July 23, 3:10 AMOk so they would be declined as it says
July 23, 3:11 AMYes.
July 23, 3:11 AMOk thank you
Send
Chat 2:
Live Chat
DISCONNECT
July 24, 4:13 PMHi, you’re speaking to Aisa. How may I help you?
July 24, 4:13 PMHi aisa I'm waiting on an update regarding deposited funds
July 24, 4:14 PMI'll check that for you. Few minutes please.
July 24, 4:14 PMI spoke to a manager on chat who advised I would be contacted but I haven't heard anything... funds were deposited but weren't allowed to be withdrawn using the same card
July 24, 4:14 PMThe card is now advising mismatch details dep10 error so I was advised these would be void and returned without winnings
July 24, 4:15 PMOk no problem.
July 24, 4:15 PMThanks.
July 24, 4:16 PMThanks for waiting. Your card 2608 was found in another account that's not under your name. Note that you can only add one under your name.
July 24, 4:16 PMOk so when will the money be refunded
July 24, 4:17 PMIs this your card?
July 24, 4:18 PMNo I advised this... and was told that the system failed and the deposits would be voided and returned as I would be unable to withdraw winnings from the deposits as the would be declared void
July 24, 4:18 PMI was advised by an agent on live chat they would be returned
July 24, 4:20 PMSorry but since you used it in Gaming, we cant refund it.
July 24, 4:20 PMShe advised the system would automatically pick this up to protect customers....and that it failed and would be refunded
July 24, 4:20 PMThe fund was used in Gaming already and this has been processed. We cannot refund it.
July 24, 4:20 PMThese transactions aren't allowed... You have previously advised they will be refunded
July 24, 4:22 PMI apologise for that one but we cannot refund this as the transactions are settled.
July 24, 4:22 PMAre 3rd party transactions allowed?
July 24, 4:22 PMNo but if it has been processed, it will stand.
July 24, 4:23 PMWhere does it state this in the terms? Because it says they will be voided and returned... if it doesn't state this anywhere please adhere to the terms and void the deposits and return
July 24, 4:26 PMHello?
July 24, 4:26 PM7.7.1 all payments made into Your Account have been confirmed as cleared and none have been charged-back, reversed or otherwise cancelled;
July 24, 4:26 PMPlease check here for T&C : https://williamhill-lang.custhelp.com/app/answers/detail/a_id/6719
July 24, 4:26 PMGove me one moment till I read this
July 24, 4:26 PMSure.
July 24, 4:27 PMAre we still connected?
July 24, 4:28 PMYes
July 24, 4:28 PMGreat.
July 24, 4:28 PMThis doesn't state you can keep the funds from 3rd party deposits
July 24, 4:28 PMAre advise where this is stated
July 24, 4:28 PMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 24, 4:28 PMDisconnection in 240 seconds.
July 24, 4:29 PMConnection resumed.
July 24, 4:29 PMIt's under 7. Deposits and Withdrawals from your account
July 24, 4:29 PM7.7.1 doesn't state this
July 24, 4:29 PMPlease provide the section and point which does
July 24, 4:30 PMYou can find it in Chaper 7 of the rules.
July 24, 4:31 PMIt says any deposit in
July 24, 4:31 PMNot in the name of the account holder will be deemed invalid
July 24, 4:31 PMPlease check it : 7.7.1 all payments made into Your Account have been confirmed as cleared and none have been charged-back, reversed or otherwise cancelled;
July 24, 4:32 PM7.1 If You wish to participate in the Services, You must deposit monies into Your Account from an account or source of which You are the account holder. Such monies may (subject to paragraph 5) then be used by You to place bets or play games. Further details of how to deposit, withdraw and transfer funds can be found in the Deposit part of the Help section of the Website. If You use a payment method in respect of which You are not the account holder, we reserve the right to treat any deposit into the Account as being invalid (and any winnings arising from such deposit as void)
July 24, 4:32 PMPlease adhere to the terms and void this 'invalid delosit'
July 24, 4:33 PMPlease refund the funds according to the terms
July 24, 4:33 PMFew minutes while I check.
July 24, 4:33 PMThanks
July 24, 4:33 PMNo worries.
July 24, 4:36 PMI need to check this with my Supervisor. Few more minutes please.
July 24, 4:37 PMThanks
July 24, 4:37 PMNo worries.
July 24, 4:43 PMStill waiting for my Supervisor's reply Few minutes more.
July 24, 4:43 PMOk
July 24, 4:44 PMThanks.
July 24, 4:49 PMStill there?
July 24, 4:50 PMStill here
July 24, 4:50 PMFew more minutes please
July 24, 4:51 PMCommunication with the chat service has been lost. Please wait while attempts are made to restore the connection.
July 24, 4:51 PMDisconnection in 240 seconds.
July 24, 4:51 PMConnection resumed.
July 24, 4:52 PMThanks for holding. I've forwarded your concern for checking. Kindly wait for an email about this.
July 24, 4:52 PMHow long will this take
July 24, 4:54 PMI cant guarantee but you will be emailed as soon as we have update.
July 24, 4:54 PMOk
July 24, 4:55 PMthanks for your time
July 24, 4:55 PMThanks.
Send
Screenshot
