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William Hill - locked my account and even I provided all docs, selfies and screenshots they don`t answer me. Please help!


Found for the Player - As is standard for the William Hill owned operators, we have received no response from the operator about this issue.

Read our William Hill Casino Review.

Player's Complaint

Hello Team,

I need your help.

Here is my story :

I decided to give it a try with Willhill sports betting. I opened an account with them and verified my account with my national ID and Utility Bill.They confirmed it verified !I firstly used paysafe voucher to deposit , but not luck. Then I deposit again few times( 200 and 300GBP ) via my Ecopayz Gold level verified wallet account to Willhill again and after spending around 500GBP I won big amount 10k

I requested a withdrawal for small amount and continue playing when suddenly willhill docs department locked my account and asked for additional verification documents. First I though this is something regular as the amount I won is big.

First they asked me to provide my ID and selfie with my ID as well as Utility Bill and selfie with Utility Bill. I did so. Instead of unlocking my account then they asked me to provide my passport and selfie with my passport- I did so. Then they asked me to provide selfie with my willhill ID account number and username- I did so. Then they asked for screenshot of my ecopayz account showing my deposit to willhill- I did so. They they asked me to provide screenshot how did I deposit to ecopayz- I did so. Then they asked me for source of funds , Bank statement etc- I did that again. Even it is obvious they did pure customer abuse as they don`t want to pay my winning I patiently provided every single document, selfie or screenshot they asked for. Now from 2 weeks after their last request there is no answer from their side and when I asked a week ago what is going on they answered they are still reviewing my account. They cannot do such thing with customer who fairly won and provided everything they asked for?!? I also consider file an official complain with FCI and I hope that if needed you can assist with that as well

Please help me...


Read the casino review

2 Responses

User icon
May 10, 2019

Hi georgieviemil - welcome to!

Unfortunately you've also chosen to play with a group that are both negatively listed here an inconsistent in their response to complaints submitted to us. While we will try to contact the operator on your behalf, the chances of a successful mediation are low.



User icon
June 7, 2019

Hi georgieviemil,

Unfortunately after repeated efforts to discuss this issue with William Hill we have received no response what-so-ever. At this juncture I have no reasonable expectation of this changing.

All we can suggest you do at this stage is contact William Hill's UKGC ADR IBAS or you could consider taking legal action against the operator. If that is the road you wish to go down may be able to assist you. My understanding is that they offer a no win no fee service specialising in the online gambling market.



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georgieviemil 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:

  • William Hill
  • Gibraltar Gambling Commission
  • United Kingdom Gambling Commission
  • WHG (International) Limited

May 10, 2019

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