William Hill Casino - プレイヤーのアカウントが閉鎖されました。

They locked my account as soon as I deposited stealing my €250 and have refused to verify my account to let me back in. No matter what I send they end up asking for more and more. It is so excessive and clear they just don't want to me get back in my account or have my money.

Hello ian8spence,

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

My account got closed maybe an hour after I made it and a few seconds after I deposited for the 3rd time. They never explained why but just said they could do that and there's nothing I can do about it. They kept saying they wanted a pdf of my deposit which I sent them and they kept verifying but never opened my account and just asked for the pdf again.

Hello ian8spence,

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

It got closed 8th December 2021. They asked for my ID, POA and card all of which I provided and they verified.

Dear ian8spence,

So the verification was finished after your account got closed and they still did not reopen it since?

Yes that is correct and they have not refunded me my deposit.

Thank you ian8spence 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, ian8spence,

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? What next steps should the player take to get his account unblocked?

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 ian8spence,

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