William Hill not providing information on withdrawal - 5 days now!

mattpwilson

Dormant account
Joined
Mar 8, 2013
Location
Switzerland
I have a withdrawal from 5 days ago now (0820 on 04 March 13) for £40,000 (GBP). I have called William Hill Casino and contacted live chat now 3 times and they tell me to just wait for an email from the 'security department' - who must be the busiest people in the world as they have not contacted me at all.

I accept there are requirements to check things out but...:

- Why allow people to play if they are not happy with the security status of the player in the first place?

- Is a withdrawal something that never happens - really…. and WH are not prepared for this..?

Lets face it - WH are happy and quick to take the bet - so why not pay out in the same manner - if you are not happy that my money comes from a good source or I am a fraudster - don't let me play in the first place..! It seems like this is a relationship of convenience - for WH, but not the player...

Utterly frustrating and wrong.
 

mattpwilson

Dormant account
Joined
Mar 8, 2013
Location
Switzerland
Thanks for the link - I sent a summary - let's hope someone can redeem the image of WH - the more I read, the more I see that WH have hundreds of complaints on this issue over many forums. And they do nothing to fix it... :mad:
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
It's poor CS. You should have received a request for documents by now from security, and they should have reviewed them by now, either initiating payment or telling you they are not happy with something.

5 days is not all that unusual for Playtech, they tend to have a slower turnaround on withdrawals in any case. If you have still heard nothing by the end of next week, that is the time to start kicking up a fuss.
 

SirWegs

Dormant account
Joined
Jan 4, 2013
Location
Stockholm
I have a withdrawal from 5 days ago now (0820 on 04 March 13) for £40,000 (GBP). I have called and contacted live chat now 3 times and they tell me to just wait for an email from the 'security department' - who must be the busiest people in the world as they have not contacted me at all.

I accept there are requirements to check things out but...:

- Why allow people to play if they are not happy with the security status of the player in the first place?

- Is a withdrawal something that never happens - really…. and WH are not prepared for this..?

Lets face it - WH are happy and quick to take the bet - so why not pay out in the same manner - if you are not happy that my money comes from a good source or I am a fraudster - don't let me play in the first place..! It seems like this is a relationship of convenience - for WH, but not the player...

Utterly frustrating and wrong.

They probably waiting for you to start playing again and lose it all. Keep strong! Casino should have an automatic system for this, its embarassing that a big company like WH have this kind of practice
 

mattpwilson

Dormant account
Joined
Mar 8, 2013
Location
Switzerland
They probably waiting for you to start playing again and lose it all. Keep strong! Casino should have an automatic system for this, its embarassing that a big company like WH have this kind of practice

well - if only, at least then I have some sort of contact - as it stands, I cannot reverse the withdrawal or anything - it shows up in my statement with a serial number but I couldn't spend it if I tried! If only they would get in touch and tell me what they want...

...however, for sure I won't spend a penny of it with them again - that is for certain!
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
well - if only, at least then I have some sort of contact - as it stands, I cannot reverse the withdrawal or anything - it shows up in my statement with a serial number but I couldn't spend it if I tried! If only they would get in touch and tell me what they want...

...however, for sure I won't spend a penny of it with them again - that is for certain!

That's good. If a player loses it back in frustration, it makes the problem go away for the casino. Now, they HAVE to deal with it, and the longer they dawdle, the bigger the problem becomes as they are less able to explain away the delay as "normal procedure" as opposed to "cock-up".

Don't forget to boycott all their sister casinos too.
 

mattpwilson

Dormant account
Joined
Mar 8, 2013
Location
Switzerland
No update/News - 6 days and counting

Still no contact from William Hill on my withdrawal - I keep trying but get 'please wait for security checks' or 'please be patient. I feel I have reasonably done this now, I HAVE waited - William Hill, there is a line in what is right and wrong, most people know the difference - it seems you feel immune to this. Do they genuinely think this is a good way to do business or are they content that, on balance, frustrating customers to the limit will not affect the takings so why bother...?
 

mattpwilson

Dormant account
Joined
Mar 8, 2013
Location
Switzerland
Update - Finally getting somewhere

Day 8 now, and it still took a session on the online chat - as opposed to them emailing me, as they said they would. nothing heard over the weekend; however I did take matters into my own hands a little after searching the forums for other similar complaints. I saw that someone had provided details of who they should send ID to to get checked/verified - I thought, it can't hurt, so sent the same info without them asking:

to [email protected]amhill.co.uk - I sent a photo ID (JPEG format)

to [email protected] - I sent photo ID, Bank Statement, Copy of utility Bill & Copy of my debit card (Front and Back middle 8 digits covered and last three on the back covered) - all in JPEG..

I got a response saying thanks for the documents - please wait...!

AND THEN - TODAY.., my conversation with CS:


Jay B: Hi, you’re speaking to Jay B. How may I help you?
Matthew Wilson: Good Afternoon - I spoke to Customer Services last week (Thursday & Friday) to get an update on a withdrawal - they asked me to wait 48-72 hours - so i am coming back to see
Jay B: I see. May I have your date of birth and anniversary date (dd/mm/yy), please?
Matthew Wilson:
Jay B: Thanks. And your anniversary date (dd/mm/yy), please?
Matthew Wilson: I'm sorry - they asked me that last time and I have no idea...
Jay B: OK. Can you provide the date and the approximate time of the last bet placed and game played, please?
Matthew Wilson: ok - give me a sec
Jay B: OK. Thanks.
Matthew Wilson: 04 Mar xxxxx on Roulette
Jay B: Thank you. Please stay with me for 3-5 minutes while I look into this for you.
Matthew Wilson: thank you
Jay B: You're welcome.
Jay B: Thank you for your patience. I am still waiting for a reply from our Security Team regarding your request. Please give me 3-5 minutes more.
Matthew Wilson: ok
Jay B: Thanks.
Jay B: Thanks for holding, Matthew. Your withdrawal of £40000 has now been processed. This will be credited within 3-5 business days after we have processed your request.
Matthew Wilson: ah - that's great news
Matthew Wilson: so the processing time - is that one day or five? (max)
Jay B: It has been processed and will be credited on your account within 3-5 business days after we have processed the withdrawal.
Jay B: You're welcome. Would there be anything else I can assist you with?
Matthew Wilson: Can I confirm that this means the security department don't require any more information?
Jay B: There are no required documents for you to send, Matthew.
Matthew Wilson: great - thanks once again


So - I guess I should not smile until it lands in the bank....and I am not sure whether I jumped the system by sending my docs without them asking.....

....whilst slightly happier - I am still frustrated at the time it takes - all in all (and only if I am correct) it will have taken two weeks to get this to me..

Hope the info helps anyone else out there going through hell wondering what is happening!
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Well, it seems all they were waiting on were the documents, yet instead of asking you to send them, they kept stalling. When you sent them, they appeared to have verified them pretty fast and are now processing the withdrawal.

This looks like deliberate stalling, and once you jumped the gun and sent the documents, they could no longer keep it up. They had two choices though, pay up, or tell you that the documents failed verification and your win was officially voided.

If the documents were all it took, they should have asked for them straight away. If they were irrelevent, sending them would have made no difference, you would still not have been paid.

It seems you called their bluff, and they had to give in. The stalling must have been designed to buy them time to find a reason why they could deny payment. Sending the documents forced them to make a decision, and they decided they had suspicions (obviously), but not enough evidence to confiscate the withdrawal.

You should steer clear of Will Hill and all sister casinos from now on. You may get paid now, but the suspicions will remain, and they will look to catch you out if you play again, and this could involve more stalling. You may well find that you are bonus banned at all Will Hill properties, and probably on the Playtech blacklist that will cause you to be bonus banned at most other Playtech casinos.

Had they not been suspicious, everything would have been routine, you would have been asked for documents as soon as the cashier saw the withdrawal request, and paid shortly after sending them.
 

Mozaik

Dormant account
Joined
Jan 6, 2013
Location
Holland
Day 8 now, and it still took a session on the online chat - as opposed to them emailing me, as they said they would. nothing heard over the weekend; however I did take matters into my own hands a little after searching the forums for other similar complaints. I saw that someone had provided details of who they should send ID to to get checked/verified - I thought, it can't hurt, so sent the same info without them asking:

to [email protected] - I sent a photo ID (JPEG format)

to [email protected] - I sent photo ID, Bank Statement, Copy of utility Bill & Copy of my debit card (Front and Back middle 8 digits covered and last three on the back covered) - all in JPEG..

I got a response saying thanks for the documents - please wait...!

AND THEN - TODAY.., my conversation with CS:


Jay B: Hi, you’re speaking to Jay B. How may I help you?
Matthew Wilson: Good Afternoon - I spoke to Customer Services last week (Thursday & Friday) to get an update on a withdrawal - they asked me to wait 48-72 hours - so i am coming back to see
Jay B: I see. May I have your date of birth and anniversary date (dd/mm/yy), please?
Matthew Wilson:
Jay B: Thanks. And your anniversary date (dd/mm/yy), please?
Matthew Wilson: I'm sorry - they asked me that last time and I have no idea...
Jay B: OK. Can you provide the date and the approximate time of the last bet placed and game played, please?
Matthew Wilson: ok - give me a sec
Jay B: OK. Thanks.
Matthew Wilson: 04 Mar xxxxx on Roulette
Jay B: Thank you. Please stay with me for 3-5 minutes while I look into this for you.
Matthew Wilson: thank you
Jay B: You're welcome.
Jay B: Thank you for your patience. I am still waiting for a reply from our Security Team regarding your request. Please give me 3-5 minutes more.
Matthew Wilson: ok
Jay B: Thanks.
Jay B: Thanks for holding, Matthew. Your withdrawal of £40000 has now been processed. This will be credited within 3-5 business days after we have processed your request.
Matthew Wilson: ah - that's great news
Matthew Wilson: so the processing time - is that one day or five? (max)
Jay B: It has been processed and will be credited on your account within 3-5 business days after we have processed the withdrawal.
Jay B: You're welcome. Would there be anything else I can assist you with?
Matthew Wilson: Can I confirm that this means the security department don't require any more information?
Jay B: There are no required documents for you to send, Matthew.
Matthew Wilson: great - thanks once again


So - I guess I should not smile until it lands in the bank....and I am not sure whether I jumped the system by sending my docs without them asking.....

....whilst slightly happier - I am still frustrated at the time it takes - all in all (and only if I am correct) it will have taken two weeks to get this to me..

Hope the info helps anyone else out there going through hell wondering what is happening!


Congratulations on your win:lolup:

I've played at William Hill for a long time in the past. What I know about their cash out procedures is:

You always have to verify your identity first when you make a withdrawal. (This basically goes for many casinos, it would be smart to do it by yourself...even when they don't ask for it right away.)

I used to have Neteller as a withdrawal option with them. My wins under 1000 euros would get processed immediately to my Neteller account after reverse withdrawal pending period 6-8 hours (Cant remember exactly what it was) would be over.

But wins over 1000 euro's would go through the security department first to check if your win is legit. I suspect them to have done the same on your case, since 40.000 pounds is a huge sum of money.

Their customer service is terrible at times. I remember having to wait 2 hours to get ahold of a CR representive to mention my money missing after transferring from the poker wallet to casino wallet, only to been cut off by CR when it was finally my turn. Meaning I had to wait another 2 hours...it's often a headache.

If they say it has been processed, then I don't think you should worry and expect the money to reach your bank account very soon. There are better options than WH. But hang in there, your money will arrive.
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
If this win is using a bonus, part of the security team's job is often to check that play was within terms. Most casinos, for wins of a certain size, do examine the play. If play was without a bonus, the examination might only be cursory.

CS should have provided an address to send documents. It is possible the player might not be asked for anything in certain circumstances... if the security team wants something, they will ask for it. They possibly had completed some of the checks by the time the player sent docs, 3-5 minutes is pretty quick.

But if I'm making a withdrawal on a Friday night, I want mine to be near the top of the pile come Monday morning. Maybe no ID would be needed, maybe as little as a passport (a recent request for me only asked for that).

Eight days is on the long side, and I think it would have been longer had the OP not went looking beyond customer support for help. I'm assuming the 3 - 5 days is for payment back to a card or bank account. It's too long if to an ewallet.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
If this win is using a bonus, part of the security team's job is often to check that play was within terms. Most casinos, for wins of a certain size, do examine the play. If play was without a bonus, the examination might only be cursory.

CS should have provided an address to send documents. It is possible the player might not be asked for anything in certain circumstances... if the security team wants something, they will ask for it. They possibly had completed some of the checks by the time the player sent docs, 3-5 minutes is pretty quick.

But if I'm making a withdrawal on a Friday night, I want mine to be near the top of the pile come Monday morning. Maybe no ID would be needed, maybe as little as a passport (a recent request for me only asked for that).

Eight days is on the long side, and I think it would have been longer had the OP not went looking beyond customer support for help. I'm assuming the 3 - 5 days is for payment back to a card or bank account. It's too long if to an ewallet.

Surely they would ask for documents anyway for such a huge win. This should have been done concurrently with them checking the gameplay. It does not take 8 days to check gameplay in any case, after all the terms are written so that any player "clearly" understands them, so an experienced security team should have no problem in clearly understanding the terms, and then verifying the play against it.

What WOULD take so long is a "fishing expedition" approach, where it has been predetermined that there is something wrong, but as hard as they try, they can find nothing.

The OP didn't sit back either, they repeatedly contacted CS to ask what was happening, and there was ample opportunity for the documents to have been requested.

It has to be obvious that they didn't want to pay this 40K, and faced with no evidence, they resorted to stalling for time. Maybe they hoped the player would start playing it back, or that they would find some reason to deny payment.

Will Hill is a BIG company, they would have huge resources to deal with such basic things as ID verification and game play audits. This should never have taken 8 days with no obvious progress being made.

It is very telling that all it took was for the player to send the documents anyway for them to climb down and pay up. If they had a shred of evidence to support non payment, they would have continued the investigation and not paid just yet.

The player also suggests that the email address for sending documents cannot easily be found as they had to do some research in the forums, whereas this information should have been easily found on the Will Hill website.
 

mattpwilson

Dormant account
Joined
Mar 8, 2013
Location
Switzerland
Final Update

OK - the saga is complete (thankfully), and some of my scepticism allayed. The money has arrived - (2 days as opposed to 3-5), but probably a reflection on the bank to be honest not the processing...?

In answer to a previous comment - no bonus was involved here - pure cash from debit card and withdrawal request back to the same card.

In addition - I received a reply from the willhill rep mentioned early on in the thread. I won't repeat the personal conversation between us however least to say it was amicable and friendly and it really helped. As a result I am less angry but do still maintain that my (proportional) response to the waiting time (and associated anguish) was merited - it should not have taken so long.

To those who posted - many thanks for your support and comments - much appreciated.
 

souldragon

Senior Member
Joined
Oct 17, 2012
Location
Kent
Whilst not condoning William Hill's actions in your case i must post something in their defence.They messed up the wagering requirement on a bonus i took so i contacted them saying i thought the wagering was £750 lower than their figure.They got back to me pretty quickly saying that in fact the correct figure was in fact £1200 less than the figure i had calculated.I know it was their mistake in the first place but it would have been easy for them to have left me in blissful ignorance so i think some credit is due for that.
 
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