William Hill - Already self excluded aloud to open account and deposit

Ruling

Found for the Player - William Hill have given their standard refusal to discuss complaints with this service. As such this complaint is ruled in favour of the player.

Read our William Hill Casino Review.

Player's Complaint

Can i first of all start with saying i have exhausted all other avenues before posting on here.

So on the 12/6 i came across william hill casino signed up and deposited £200 played some roulette then went to deposit another £100 and my account was locked.

I was then notified that the reason the account was locked was due to a self exclusion a number of years ago.

I spoke to there live chat also sent emails to there second opinion team. To no avail.

Now they did refund the £100 as it was after that deposit the account was locked.

But there is a few factors to this genuine mistake.

The account should of been instantly locked surly to stop the original deposits happening.

There systems should of done this instantly.

They ran a check on my credit file as soon as i signed up so they knew my identity i knew i was clearly already self excluded so why wait until £200 was deposited seems unfair to me.

And equally this was a genuine mistake.

Anyway they have point blank refused to refund the other deposits but i think if they refund the 2 deposits surly the first deposits can be refunded as well. As i was already self excluded.

I used the same name and dob to sign up i might add. And equally they ran an identity check immediately which would of tallied up to who i was and the account should of been instantly blocked stopping any deposits.

Many thanks

Read the casino review

5 Responses

ThePOGG

August 14, 2017

Hi samdawson - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

samdawson

August 14, 2017

I have sent you some screen shots of emails etc credit file search

samdawson

August 23, 2017

Any update guys?

ThePOGG

August 25, 2017

Hi samdawson,

We have not yet received any response from William Hill regarding this issue.

To be clear - William Hill are routinely non-cooperative with complaints posted at this service. While we will make every effort to contact them for you I would anticipate receiving a refusal to discuss the complaint if we receive a response at all. We will still make efforts for you, but are likely to have to come back to you in a couple of weeks laying out alternative options.

Thanks,

ThePOGG

ThePOGG

September 8, 2017

Hi samdawson,

Unfortunately WilliamHill have given us their standard response, that they won't discuss complaints with us. As such our ability to intervene for you in this situation is effectively zero.

As a UK citizen we would recommend that you take your case to William Hill's ADR IBAS. They may be able to help you.

Sorry we couldn't be of more help,

ThePOGG