WARNING William Hill invasive KYC, unresponsive to complaints


Head of Complaints (PABs), Senior Forum Moderator
Staff member
Jan 20, 2004
Last November a player came to us with an unusual case. Apparently they had been a fairly high-level player at WH for some years without problems, until recently. Whatever triggered it WH was now asking the player to "justify your level of play". They wanted financial papers declaring the player's source of income, full bank records dating back three years, etc.

To be fair the Terms at WH pretty much do allow them to do this:
5.4 In certain circumstances we may have to contact You and ask You to provide further information to us directly in order to complete the Checks. For this purpose, we will be entitled, at our sole discretion, to require that You provide us with a notarised ID or any equivalent certified ID according to the applicable law of Your jurisdiction or otherwise, proof of address, utility bills, bank details, bank statements and bank references. ...

WH went even further, as reported by the player:
They claimed that their T&C allows them to demand information about my savings, my family savings, my family's property sales, winnings at other casinos, financial transactions with business partners and so on ...

Needless to say the player was alarmed at this level of intrusion into their private affairs so they brought their case to us. To date WH hasn't responded to any of our attempts to discuss the player's issue. Furthermore they are totally absent from the forums and cannot be reached privately. Given this situation the following seems well in order:

WARNING: William Hill can and will get very invasive regarding players financial affairs if they deem it justified. Also, they are completely ignoring player issues brought to their attention. As such and for the foreseeable future we can't help players with their complaints against WillHill.
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Needless to say the complaints against William Hill haven't gone away. WillHill's shoddy treatment of players is a recurring feature in the Complaints forums.

I'll upgrade this to a full Warning but unfortunately we still can't help players due to the company's ongoing policy of ignoring player complaints.

Players have no choice but to follow the Terms and contact WillHill's designated dispute resolution services.

Unfortunately this Warning is still applicable.

Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com
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