William Hill - suspended my account, confiscated my deposit and winnings

Ruling

Found for the Player - William Hill have refused to discuss complaints. As such we have nothing but the player's account to base an assessment on.

Read our William Hill Casino Review.

Player's Complaint

I have had my WH account for around a year now, and have been active on it. I bet on a whole range of sports: Football, Horses, Tennis, you name it! I was genuinely content with the service provided by WH until this issue happened:

On the 15th of May, there was an ITF Tennis Match in Spain. While I was placing bets on horses, I decided to scan the live tennis scores and this one match caught my eye. Player X and Player Y , Although Player X was leading the first set heavily (he eventually went on to win the 1st set), every single game was taken to deuce, therefore the odds of 13/1 for Player Y looked particularly interesting. So I staked 200 on Player Y to win at 13/1 odds.

I had a feeling that it would be a long shot bet, but I was feeling lucky today. To my amazement, Player Y won the 2nd and 3rd sets convincingly at 6-1 . 6-0 respectively. I was feeling extra lucky that my long shot bet had come in, but little did I know this is when the issue started:

Under the 'Open Bets' section, where your potential winnings should be written, there were the letters 'DNS'. I inquired as to what this meant and they said that not to worry as they were settling some late bets.

I waited 24 hours, 48 hours, to receive an email saying that my account has been suspended and would not be reopened , and my winnings and initial deposit of 200 were being confiscated. After many back and forth emails, I found out that the account was suspended due to 'suspicious betting patterns regarding the tennis match' and that the match is under investigation. 2-3 weeks later, after contacting the TIU and other bookmakers, I come to find out that this match's investigation has actually been concluded and dismissed for any foul play and that the other bookies have paid out their customers concerning this match.

Whereas here I am, 5 months later, constantly sending back and forth emails to WH who always revert back to the same message 'sorry the investigation is still underway'.

I think this is a case of stalling tactics to make me give up on the money and funds, but the manner in which they have done so has left me very frustrated and I will fight for it as much as I can. It is especially annoying that they are withholding my deposit, and that can usually only be done when they suspect criminal activity (from what I understand after my weeks of research).

Any input on this matter would be greatly appreciated

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5 Responses

ThePOGG

September 11, 2017

Hi mr247 - welcome to ThePOGG.com!

Before we go any further I need you to confirm the match that the bets were placed on?

Thanks,

ThePOGG

mr247

September 12, 2017

Thanks for your reply ThePOGG,

The match in question was between Irigaray Guarne v Lizariturry J

Guarne ended up winning 2-1 after losing the first set 1-6, he went on to win the 2nd and 3rd sets 6-1 , 6-0 respectively.

Thanks

ThePOGG

September 15, 2017

Hi mr247,

Thanks for providing that information. I've confirmed the details of the match in question and there do not appear to be any reports of the results of the match being questioned by any official bodies.

While we will make efforts to discuss this issue with William Hill I do need you to be aware from the outset that William Hill routinely refuse to discuss complaints with this service. As such the chances of us being able to help are low.

Thanks,

ThePOGG

mr247

September 15, 2017

Hi ThePOGG,

Thanks for your prompt reply.

I understand that William Hill can and will prove to be difficult to discuss with regarding this matter, this is why my chats with them for the past 5 months have gotten me nowhere!

However, I would appreciate any kind of hep from your part, any help is better than no help, despite low chances of success.

Thanks

ThePOGG

October 13, 2017

Hi mr247,

Unfortunately our dialogue with William Hill regarding this issue has broken down and at this point I have no reasonable expectation of this situation changing in the foreseeable future.

All I can recommend you do at this stage - as a UK citizen - is contact this group's ADR IBAS.

Sorry we could not be of more help!

ThePOGG