The demise of WhiteHatGaming

nutnut

Meister of Infractions
Joined
Sep 11, 2014
Location
england
Sadly WHG have now started the tactic of letting me deposit then blocking my account asking questions about my income and gambling.

I answered these questions now they want bank statements and payslips. 3 websites this stunt has been pulled across thus keeping my deposit across them all.

Will not provide details, but how can I get my deposits back
 

sufferinsilence

Senior Member
MM
Joined
Dec 13, 2017
Location
Belgium
Idk will try but can't access anything in my account.

Annoying as fuck as they have like 100 quid in deposits. Why let me deposit then instantly ask.?

I think UKGC regulation says they can't keep your money hostage during a SOW and have to pay whatever is in your account when you ask to close it. Hope you can access live support without logging in or otherwise email them.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Sadly WHG have now started the tactic of letting me deposit then blocking my account asking questions about my income and gambling.

I answered these questions now they want bank statements and payslips. 3 websites this stunt has been pulled across thus keeping my deposit across them all.

Will not provide details, but how can I get my deposits back
If they could have reasonably asked the questions and asked for the documentation before you made the deposit then they have to refund you. They cannot hold it to ransom.
Have they refused a withdrawal? Which casino is it, do they have a rep here?
 

Mr Wild

Senior Member
Joined
Mar 10, 2015
Location
Malta
If they could have reasonably asked the questions and asked for the documentation before you made the deposit then they have to refund you. They cannot hold it to ransom.
Have they refused a withdrawal? Which casino is it, do they have a rep here?

WHG is William Hill Group if Im not totally wrong.
 

nutnut

Meister of Infractions
Joined
Sep 11, 2014
Location
england
White hat gaming

3 of their websites not tried depositing at others since as I guess they will all let me deposit then lock me out
 

Mr_Slot5

Experienced Member
Joined
May 6, 2019
Location
Cheshire
£100 across 3 deposits doesn't sound like justification for that to me. Sounds like a knee jerk reaction to the fine they received that NewsHound posted just last week.

The issue is, and this isn't just WHG, the UKGC went mad because in the case discussed on here, the amounts deposited were north of 50k over a short amount of time. There's a huge difference between that and a casual £40 deposit. It's lurching from one extreme to another.

If these casinos can't strike a happy medium and keep their houses in order both with customer retention and in terms of fulfilling licensing obligations then they might as well pull out of the UK market.
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
It could be that your total deposits across the brand have reached 10k then it automatically triggers SOW. It’s happened to me a couple of times lately.

As mentioned it is bloody annoying when they let you deposit and then block you. I had a chap from ABC actually phone me this evening asking why I haven’t bothered completing the due diligence form they sent.

Decent chap and to be fair understood my frustrations with it being as I am well in profit there. I also pointed out how farcical it is really because completing all of this before a player can use the account would save any surprises in the future.

Whereas the way it’s done allows a player to deposit 10k before they need to prove it’s legit. Surely a bit like locking the door after the horse has bolted. Well we have had your 10k and it wasn’t legit but we’ll keep it anyway but you can’t play anymore.:rolleyes:

As I also pointed out there are plenty of ways around it if a person is laundering money. Simply keep your deposits below 10k and sign up to 50 Casinos. There’s half a million that could slip through the net and that’s the problem the honest player gets hit with this, whilst the dishonest player will be wise to it and avoid it.

It’s simply not a means to an end.
 

Mr Wild

Senior Member
Joined
Mar 10, 2015
Location
Malta
White hat gaming

3 of their websites not tried depositing at others since as I guess they will all let me deposit then lock me out

Well they just had issues with UKGC. I do think they should just put a threshold when to do SOW like in Spain. So all operators follows same logic. In Spain it is on 36k deposits.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Well they just had issues with UKGC. I do think they should just put a threshold when to do SOW like in Spain. So all operators follows same logic. In Spain it is on 36k deposits.
The problem with that is if you know all casinos SoW you at say £10k, and you are money laundering, or have a gambling problem, you do £9990 at each then stop.
What I think is particularly scummy is allowing people to deposit but at the same time refusing to pay out withdrawals. If a casino suspects money laundering or you hit RG limits, then continuing to accept deposits, if play is allowed or not, is making the situation worse, not better.
@WhiteHatGaming
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
Another problem with the systems in place is they aren’t bullet proof and easily circumvented if you are of that mind.

You could provide payslips and bank statements that are absolutely fine but what’s to say you haven’t got £50,000 worth of debt racked up on a credit card and haven’t got a penny to spare?
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Hi nutnut, if you DM me your username and the brand, i will look into this for you

Thanks

WHG
Thank you for the fast reply. Can I ask, what is the theory in allowing deposits but not play (and presumably withdrawals)?
I get why scummy casinos allow play to continue as normal (yes Casumo looking directly at you, and others) hoping that you keep losing, while having no chance of cashing out, but you don't do that, only allow deposits, which, if someone refuses or fails the SoW, then you just have to refund. That surely results in extra costs for yourselves, and does absolutely nothing, except piss the player off (as seen here) and put them off ever playing there again. Surely the better option would be block the account completely?
 

WhiteHatGaming

I-Gaming Industry Representative
Joined
Jul 22, 2013
Location
Gibraltar
You are right, we don’t want to let a player deposit and stop them. It only upsets the customer and costs us money in transaction fees both on the way in and on the way out. We want to return the funds as fast as possible in these scenarios, and in an ideal world we would stop all deposit if we knew that it will trigger the algorithm, we do stop a lot currently.

Unfortunately, it isn’t that simple, there are literally hundreds of scenarios that the algorithm that cause a trigger to stop allowing a player to gamble without further information.

We are working on improving the process and this will be a never-ending task, to make the process as friendly as possible, will it ever be perfect, I highly doubt it due the complexities of it, but we are working on it.

I can’t comment on nutnut’s case, as I don’t know the scenario yet, and that will be for them to comment on as I can’t comment on individual cases for obvious reasons.

However, I can ensure you the idea that this is some kind of tactic of ours to hold onto a customer’s deposits is completely false, we return the players deposits back as fast as possible while always obeying the various regulations we have to comply with.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
You are right, we don’t want to let a player deposit and stop them. It only upsets the customer and costs us money in transaction fees both on the way in and on the way out. We want to return the funds as fast as possible in these scenarios, and in an ideal world we would stop all deposit if we knew that it will trigger the algorithm, we do stop a lot currently.

Unfortunately, it isn’t that simple, there are literally hundreds of scenarios that the algorithm that cause a trigger to stop allowing a player to gamble without further information.

We are working on improving the process and this will be a never-ending task, to make the process as friendly as possible, will it ever be perfect, I highly doubt it due the complexities of it, but we are working on it.

I can’t comment on nutnut’s case, as I don’t know the scenario yet, and that will be for them to comment on as I can’t comment on individual cases for obvious reasons.

However, I can ensure you the idea that this is some kind of tactic of ours to hold onto a customer’s deposits is completely false, we return the players deposits back as fast as possible while always obeying the various regulations we have to comply with.
Thanks for that reply, just to be clear I wasn't suggesting it was a tactic, it didn't make sense to me why that would happen when you also block play :)
 

nutnut

Meister of Infractions
Joined
Sep 11, 2014
Location
england
Sent a pm.

My main issue here is if the whatever has triggered it at 1 site and it surely should not have let me deposit elsewhere.
 

steinhaug

Senior Member
Joined
Feb 21, 2006
Location
Norway
These people...confiscated $1.000 once, and $2.500 another time i deposited with skrill which wasnt allowed... my friend they confiscated $10.000 there was some bets above the $5 max during wagering.

They suck and they deserve nothing in this world. I tried getting an insurance from Dream Vegas that they would not confiscate my winnings if i deposited, i didnt get it... I got an insurance however that they would never confiscate winnings that didnt breach the rules....
 
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