William Hill - Unfair treatment

Ruling

Declined - This player has already played down their balance. We cannot assist you if you contact us after you have played and lost your funds.

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Player's Complaint

I started to play with William Hill, deposited 4000 with Skrill and won an additional 4000. I withdrew and sent my documents as you can see the email here below states I’m fully verified and should enjoy William Hill now.

Hi [EDIT],

 

Thanks for sending over your ID.

As expected, everything checked out fine and your account is now fully verified. You should now be able to enjoy everything on offer at William Hill Online.

We do appreciate your patience and have fun.

If you have any questions, feel free to contact us again.

Regards,

Mind you that a Skrill withdrawal should go immediately once they approve the withdrawal. Didn’t happen. A few days after on the 30th I get another email..

Hi [EDIT],

Thank you for sending in your document(s).

We still need some additional documents to complete the verification checks of your account. Please send us copies of the following to [email protected]. You may send these as photos (.jpg), scanned or pdf format, whichever is convenient for you.

• Clearer copy of front and back of your card ending in 1719 - please make sure that the middle 8 digits of your card number and the CV2 (or 3 digits on the back of the card) are covered. The back of the card must be signed by you

• Proof of your registered address. This can either be a utility bill or bank statement issued in the last six months

• Skrill Proof of ownership for the payment method used to deposit into your account, such as a screenshot of the ‘My Account’ section of your e-wallet, showing your name, the account number or e-wallet ID and the URL of the website

We look forward to your response. Once your documents have been verified, we’ll be back in touch with an update.

Kind Regards,

Again I sent them everything they asked for. This is the response I get.

Dear [EDIT],

Thank you for providing us with your documents on 30th of October 2020.

We have updated your account records with this information.

If you have any questions or require further assistance, please let us know. In the meantime, we hope you enjoy your betting / gaming experience here at William Hill.

Kind regards,

Hi [EDIT],

 

Thank you for submitting your query to our Documents team. 

 

Your reference number is [EDIT] should you need to quote it in any follow up contacts.

 

Kind regards,

 

Hereby I send you the skrill page showing the deposit, my bank statement showing my address and a copy from my passport.

Greetings,

[EDIT]

But I am confused cause I already sent them everything they wanted..

What is happening? Well, the withdrawals are gone from the withdrawal section. That means I will finally get my money after constantly being verified? Well, the manager contacts me and needs more verification, wait is this the pentagon? I’m starting to feel anxious, will I ever see this money? Because they look to be doing their best so they don’t have to pay out.

In the chat I asked the manager to cancel my withdrawals, which shouldn’t be possible right? What about responsible gambling William Hill..

Manager sends the money back and I feel trapped cause it looks like I will never see this money. I played all the funds because of anxiety, William Hill wins the battle. Why is it so hard to get my money I think as I get suckered into roulette. It’s not even about winning but mindless playing. After all is gone I see the trick and spells Willy used on me. Which casino verifies someone more than twice? For the same documents, asking for selfies. Like I’m trying to enter the White House. Purposefully stalling a withdrawal like this is sad and ungrounded.

3/4 times I was told that I was fully verified and could withdraw and each time there were more obstacles coming..

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