William Hill not even paying back my deposit

pieter85

Dormant account
PABnononaccred
Joined
Feb 25, 2010
Location
Rijsbergen
Hi everyone,

I have been playing at online casino's for a couple of years now with no problems at all.

More recently, I have been playing at William Hill Casino (casino.williamhill.com) and I got drawn by their bonus offers (a first bonus of 25% up to 150 and then a monthly bonus of 500, every deposit is 20% up to 40 bonus).

I have played there a couple of times and suddenly my account got locked. Now, it turns out to be that they claim I am a bonus abuser (I didn't even won money) and they won't even give me back my deposits!!! I think that is stealing right? I hope someone can give me advise on how to handle this, as I have never experienced this before. I always hoped that this would never happen, but I have no other choice left but to search for help here.

Thank you in advance,

Pieter
 

Marie2473

Dormant account
Joined
Oct 2, 2008
Location
Sweden
I do not think that they have a rep here - I might be wrong. Try to visit their chat or email them and see what they will give you as an explanaition. after that i think you should pitch a bitch!
 

pieter85

Dormant account
PABnononaccred
Joined
Feb 25, 2010
Location
Rijsbergen
I already e-mailed and went in the livechat for several times. But they keep saying that it is management final decision. I really think this is stealing money. I just want my deposits back now, I don't care about the winnings. I am so worried.

I am really new to this, sorry.
 

coxwel

Senior Member
PABnononaccred
Joined
Feb 11, 2009
Location
germany
I already e-mailed and went in the livechat for several times. But they keep saying that it is management final decision. I really think this is stealing money. I just want my deposits back now, I don't care about the winnings. I am so worried.

I am really new to this, sorry.


could you maybe explain a little more detailed at which point exactly they blocked your account?

so you never ever requested a wd?

you want all your deposits back? thats pretty impossible i guess.. i think you refer to your last deposit made there?

which games have you been playing?

my personal experience with them is pretty good. and even their bonusses arent that generous i dont get the problem they might have? i mean all bonusses in their casinos come automatically so why they not just block you for bonusses?



cheers

coxwel
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Do you know anyone else who is playing at the same casino? From what you've said so far, sounds like a situation of possible multiple accounts or something similar.

There is no WH rep in this forum. They've never shown an interest in participating with the Casinomeister community. Big company 'n all y'know :rolleyes:

My suggesting is to PAB with Max. Please read the FAQ's beforehand though :D
 

pieter85

Dormant account
PABnononaccred
Joined
Feb 25, 2010
Location
Rijsbergen
They say it is because of bonus abuse and it is management final decision. They don't give me another reason. I deposited in total 1300 euros, and I withdrawed more than 1300 euros. If they don't want give me back my withdrawals, at least i can my 1300 euros of deposit back right, which i did not lose?
 

Marie2473

Dormant account
Joined
Oct 2, 2008
Location
Sweden
I do not think that u will get all your deposits back, most likely your best chanse is to get the deposit back that u last deposited. Think u can forget about the other ones!
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Hello Pieter,

The proper procedure for submitting complaints to us is our Pitch-A-Bitch process. To begin looking into that please read our Pitch-A-Bitch FAQ at http://www.casinomeister.com/forums/faq.php?faq=cmfaq_pab

Please read ALL of the PAB FAQ because it is important for you to know what to expect from the process and what we expect from you before, during and after we pursue the issue on your behalf.

Once you've read the FAQ and have determined that you do qualify for our assistance proceed to file the PAB and I'll take it from there.

Until then,
Regards,
Max Drayman
Casinomeister.com, Player Complaints Manager
 

Tengil

Senior Member
Joined
May 4, 2006
Location
Finland
Have you transfered funds between sportbook and casino to get the bonuses? A big no no at Will Hill.

That will "award" you the ACC02 code.
 

pieter85

Dormant account
PABnononaccred
Joined
Feb 25, 2010
Location
Rijsbergen
Thanks for the advice everyone. Until now, I still have contact with them through e-mail. So I will wait for their reply.

About the transferring. I made new deposits into the casino everytime, and I only transferred when the wagering of the bonus was finished. And yes, I do get that code, when I try to login.

But does this still mean they get to withhold my money?
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
This is the kind of thing the old Playtech casinos did, but then Will Hill took them over, and said things would change, and no more rogue behaviour.

They have disappointed.

"bonus abuse" is NEVER an excuse to take DEPOSITS, if the terms were breached, the bets are VOID, so the player should receive back all the deposits they made.

If you have already withdrawn more than the total of your deposits, this might be why they are not returning the latest one.

There is far too much use of this "F U Clause" in the online casino industry, even by big household names. This would NEVER be allowed were players to be protected by PROPER consumer legislation in their dealings with online casinos. Currently, there is regulation, and complaints procedures of varying quality, but some of the excuses they are coming out with for voiding winnings just seem completely unfair.

If a player is not using bonuses properly, they should be blocked from receiving them, NOT have the casino gladly accept their LOSING bets, and then pull the "bonus abuse" accusation only when the player wins.

Playtech operators have a bit of a reputation for this sort of thing, along with RTG. MGS operators in general take a more reasonable approach, and it is more common to be bonus banned rather than be lead on to the point of having winnings confiscated.


What is so wrong about knowing other players anyway? This is commonly cited as an excuse for non-payment, knowing someone else who plays online, even at the same casino, does NOT make it "bonus abuse", nor does it make it fraud.
 
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