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William Hill - account closure
Ruling
Resolved - The player managed to resolve their verification issue at William Hill Casino without the intervention of our team.
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Player's Complaint
I have deposited a lot of money to williamhill and played with them normally for a week. Then all of a sudden my account was closed. I contacted them and was told that I need to send my ID from both sides, bank statement, my skrill screenshot and my selfie with my ID for verification. I have send all of that, and then they demanded that I send a selfie with another documents, a selfie with my bank statement and a selfie with my username. I have send all of that, waited for a few days without access to my account or my money and now they demand that I send a selfie with my username and account number, which I do not know since they locked my account and I can not access it. I did not even request a withdraw, they just locked my account and demand more and more documents while I can not access or withdraw my money
3 Responses
Hy, I manage to explain to them that I never received an account number, which I really did not and they opened my account but limited my bets to 0€, so I finally could withdraw my money but they locking my account like this is absurd. thank you for your help anyway
Hi kass22san33,
Thanks for letting us know you've received your funds. It is appreciated!!
ThePOGG
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Agreement
kasa22san33 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
June 8, 2018
Hi kasa22san33 - welcome to ThePOGG.com!
Firstly I need to make you aware that William Hill are a group that are routinely non-responsive to complaints submitted to this service. As such the chances that we will be able to do anything to help you are low.
My suggestion would be to go through the emails that William Hill have sent you to look for your account number. Certainly they used to include this in promotional emails. That's likely your fastest way to resolve this issue.
I'll try to contact the operator and will let you know if we receive any response.
Thanks,
ThePOGG