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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.<br />
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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.<br />
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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).<br />
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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.
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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.<br />
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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.<br />
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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.<br />
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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.<br />
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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.<br />
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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.<br />
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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.</div>