William Hill Casino - Hráčův účet byl uzavřen.

They locked my account literally the second I deposited and have refused to open it since. This has been going on since October and there is no end. Anything they ask for to verify I provide and then they just ask for more and more and more. I don't want anything to do with them anymore I just want my money back.

Hello alflaher96,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with William Hill Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise how fast after registering did you get blocked from your account? Did the casino ever explain to you the reason of it? When was the last time you contacted them and did they reply to you, if yes, what exactly?

Looking forward to your answer.

Regards,

Nick

Hi.

They locked my account a couple hours after I made it and on my 4th deposit as I hit a big win of over €3000. My €250 deposit is still locked in there. They said before my withdrawal they wanted to verify my account so I gave them my ID, POA and card images and even a pdf statement showing my deposit. They verified me and sent me my money. Then I deposited and they locked me and just kept saying I needed to verify my account which I already did and have just either ignored me or repeated that lie ever since.

Hello, it's been a few days now so I was wondering if you had any update for me? I'm still trying to get my money out.

Hello alflaher96,

Could you please specify the date of account closure? Did the casino request any new documents since to process the payout?

21st October 2021. They only requested the documents they already verified again and again.

Thank you alflaher96 for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, alflaher96,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite William Hill Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear William Hill Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? Why has the account been closed? What next steps should the player take to get his account unblocked and/or get his deposits returned?

Thank you in advance for providing the information.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Greetings,

Based on the information received from the casino representative, I am extending the timer until the end of the next week - Friday. Currently, he is on vacation and should contact me once he is available. So, please, let's provide the casino with a few more business days to review your issue.

Thank you for your understanding.

Dear alflaher96,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or do not require any further assistance, we will reject it.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru