Willhill withdrawal concern

Mazzaw

Dormant account
Joined
Nov 19, 2015
Location
UK
Hi.
Been with William Hill since January
Lost my bank card in October. Been using my new card for last month with no problem and also neteller to deposit and withdraw. I withdrew a few grand to my new card the other day no worries
Then won on blackjack and split 5 dimes to my card and 6 dimes to neteller
Then all if a sudden they want ID I don't have passport and copy of my old card. TrieD to speak to someone in charge won't let me. The money is pending until they get the ID so cant even bet it
Now I have to wait until I get passport which will be 2 weeks
I'm not happy as withdrawn more in the past with no problems but now they're saying it's security. Wouldn't mind if could actually speak to somebody in charge to clarify I'll be paid but they refuse to let me talk to anyone

I've read a lot of stories about them stalling or not paying online. Is this a case or this normal? I don't want to do this only to be told they need something else or small print says they can do what they want

I'm annoyed as they never have a problem with me depositing as many dimes as I want but win and they're demanding ID
 

McMaNGOS

#1 Great Blue Shill
PABaccred
PABnononaccred
Joined
May 1, 2015
Location
Sweden
ID/Passport verification is a standard procedure at all trustworthy casinos, some don't ask for it until you've withdrawn a certain amount of money though. Once the verification process is over, assuming all goes well, getting your winnings shouldn't be an issue.

If you don't have your old bank card at hand, perhaps a screenshot of your online banking information will suffice? I'd imagine that a big casino like William Hill would have experience dealing with expired cards, and should offer alternative solutions.

Hope all works out for you. :)
 

Mazzaw

Dormant account
Joined
Nov 19, 2015
Location
UK
Thanks
Because I lost the card they're talking about need my back to send my statements from when I had the card and used it with them
I know they ask but Monday and Tuesday deposit withdraw fine then they hit me for ID. my worry is when ice done this there will be something else. The guy on the phone said you should read the small print before you signed up with us.
 

Nicola

Closed Account
Joined
Jan 22, 2013
Location
Malta
Casumo kicked up a fuss once when I had lost a old bank card. There are two options if they insist they need proof of the old card:

1. Telephone your bank and ask for a copy letter that your old card has been lost/stolen. This is automatically generated when your card is cancelled, sometimes posted to you other times just stored locally.
2. Go to your local branch and ask the manager to write on letter-headed paper that the card was cancelled on said date. Ensure he/she signs this.

That will be sufficient to prove the card was rightfully yours in the first place.
 

Mazzaw

Dormant account
Joined
Nov 19, 2015
Location
UK
They said a statement from any time I used the card and shows a statement with a payment to them on it and has last 4 digits on. I'll ask for a copy like you suggest anyway. Thank you
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
William Hill does not seem very responsive to player issues. They appear to be a stickler for rules when it suits them. Contact your bank, they can send you a confirmation of the old card, and that is has been cancelled. Send that to William Hill.

Based on my experience here on the forum over the years, they are stalling hoping you play and lose. Which is more likely than winning should you play on due to boredom, frustration or greed.

Hang tight, comply with their requests. While I would not rate them highly, they are not theives if you broke no terms.

You belong to CM, there are many casinos that are more player focused, offer a wide game selection and are UKGC approved. My advice is spend your money where you feel valued.

And you will have a brand spanking new passport to pass ID checks, which are the norm.
 

Mazzaw

Dormant account
Joined
Nov 19, 2015
Location
UK
Thanks I can see what they want. .I reversed some of my payment today and they hope i lose but I'm not playing no more .
What would constitute breaking terms? I haven't done anything dodgy just curious
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
Did you take a bonus when you played? If so, there are usually terms like game restrictions and max bet allowed.
.
If you did not take a bonus, there is less to worry about. Multiple accounts, syndicate play and possibly betting patterns. If after hanging in and complying with the requests you get a different answer, come back and ask.

I gotta tell you, you reversed some, now they see you as weak. You might get more crap thrown at you. I don't have a lot of respect for this brand, but they are not thieves, and value their licencing.

But I've seen more than a few instances that I can't help but feel are actual stalling.
 

Mazzaw

Dormant account
Joined
Nov 19, 2015
Location
UK
No no bonus no multiple accounts or anything like that. I'm just worried. Lot of money and god knows what other rules they can evoke if it suits them
I am not playing anymore. They won't get it back
 

Mazzaw

Dormant account
Joined
Nov 19, 2015
Location
UK
Actually the ironic thing is I've complained many times about no bonuses only to be told it's not casino but under games hence no bonus
 

Mazzaw

Dormant account
Joined
Nov 19, 2015
Location
UK
Been told passport will take 4 weeks
Asked them if they'd at least process the Neteller withdrawal and they were unhelpful and said no so we're looking near to Christmas
They did however say they could reverse the neteller pending bank into my account! !
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Been told passport will take 4 weeks
Asked them if they'd at least process the Neteller withdrawal and they were unhelpful and said no so we're looking near to Christmas
They did however say they could reverse the neteller pending bank into my account! !

This is naughty, they shouldn't be encouraging you to play until the ID issue is sorted out.

The rules were created by officials in ivory towers, and bear little relation to how the real world works with banks and customers. Lost and expired cards are commonplace, and of course a lost card can't be scanned so that a copy can be sent to the casino, and passports DO take several weeks to arrive, so if casinos spring such a request on a player without a few week's notice, they should expect that some players will have to obtain the necessary documents because here in the UK they are not blanket issued to all citizens as they are in other countries, they are voluntary and have to be applied for as needed.

The "small print" does not really help as it is rather vague in saying that players will need to pass KYC checks at some point, but here in the UK casinos are supposed to be using the electronic verification measures via the credit reference agencies as this is how things work in the UK, as decided by government.

When ID checks don't work, there is no real guidance for players in how to fix the issue, but one major factor is an up to date electoral roll entry. Electronic KYC is heavily reliant on players having registered to vote, and this register being up to date. Recent changes to registration may have buggered up the system because some people have not registered as under the old system it was done for them by the "head of household".
 

Mazzaw

Dormant account
Joined
Nov 19, 2015
Location
UK
Eventually got paid after submitting details then passport then a photo of my face with the passport
Ridiculous. Won't be playing with these scumbags again. Cavy take it quick enough stall paying

All the best
 
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