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william hill

Discussion in 'Casino Complaints - Non-Bonus Issues' started by beverly1, Jul 27, 2016.

    Jul 27, 2016
  1. beverly1

    beverly1 Dormant account PABnoaccred

    Occupation:
    carrer
    Location:
    durham
    is william hill above board? i would think so its a huge bookies in uk yet i seem to have a issue with lie,s to get my cash how can these things happen well seems to happen to me even when i try and do everything right . am always having issues like this any ways i dont no if ppl remember my other post about getting veryfied but now after lots of advice etc i never ever deposit till i am verified so i joined wh and spent a week in chat told them dont have passport driving licence etc so any ways i said if u only accept them thats fine i will just close account and move on but no they said send birth marriage cer etc so i did they came back and said good news i can confirm you have passed all kyc procedures so i said ok thanks so can i now deposit and withdraw without issue yes u can as its a 1 time process so great i deposit hundreds and withdraw a win then i get a mail saying we need to verified your account before processing your withdraw ell? and we only accept driving licence or passport ? so i made sure they new asked all right questions etc did not deposit till i was told my account was fully passed then they say this seems to me i was lied to its just so wrong am losing the will to even play at casinos
     
    Last edited: Jul 27, 2016
  2. Jul 27, 2016
  3. philderby1

    philderby1 Senior Member

    Occupation:
    factory worker
    Location:
    derby
    If a customer service rep from Will Hill is saying that you are fully verified without photo ID then the responsibility falls on that particular person.

    My advice would be to try and obtain a uk passport.
     
  4. Jul 27, 2016
  5. goatwack

    goatwack Denny, two is great, but three is a crowd CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    Who told you that you were verified, was it chat or by email? If it's the latter then surely you have proof of verification.

    As for chat, well, let's just say they're 'uninformed' about most things except the most trivial matters, unfortunately.

    I'd only withdrawn from them about three years back and no verification was needed, nor was it at most UK bookies as far as I can recall. They also used to be a top-notch casino back in the day, but have slipped a lot in the last few years and seem to not give a hoot anymore :mad:

    They're certainly a long way from being accredited and I don't think they're bothered either :eek:
     
  6. Jul 27, 2016
  7. beverly1

    beverly1 Dormant account PABnoaccred

    Occupation:
    carrer
    Location:
    durham
    hi

    i make a point now when i join a casino to not deposit till i am verified and i also make a point of telling them i have no passport or driving licence i tell them what id i have and if that will be enough if not i just close and go. but i sent my birth my marriage bank card bills etc.and i did this in chat and the chat put me on hold for a good 15 min while they got it checked she came back and said my account passed all kyc.so i was ok to deposit so i deposited hundreds had a small win then a email saying they only accept driving licence or passport so basically i was lied to lol its just so annoying .but here is a snip of the chat were i was told i was kyc passed etc.but once again i will just not play there any more as i can hardly feel comfy with a company that acts in that way.
     

    Attached Files:

  8. Jul 27, 2016
  9. goatwack

    goatwack Denny, two is great, but three is a crowd CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    I have to agree with casinos on this one....you can't pre-empt them by saying you have no passport and expect to get verified. Chat was obviously talking nonsense.

    A lot of things may get excused but passports are a primary verification tool and obviously extremely useful when combating money-laundering and other fraudulent shenanigans.

    Birth certificates aren't valid substitutes at all, I should know having worked in retail and getting people to flog us their wares and/ or buy 18- rated video games off us! I didn't renew my passport for about ten years myself but am so glad I finally did, saves a world of trouble :cool:
     
  10. Jul 27, 2016
  11. beverly1

    beverly1 Dormant account PABnoaccred

    Occupation:
    carrer
    Location:
    durham
    ok

    maybe u are missing my point i made every possible effort to go about getting verified before i made a deposit if they said we will not verified u unless u have a passport etc fine i would of just left it there my point is they told me my account was verified maybe am missing the point here but surely if a person that works for a huge company tells u that you are verified that u have passed all kyc procedures but you have,nt that is wrong well is in my eyes .i was advised in this forum after my last experience to get verified before making deposits that is what i did.i did not deposit till i was verified. but soon as i withdrew i was told am not verified either way i just wanted to rant about it.but regarding william hill i just closed my account as its not even about the money not as if it was a huge sum of money its about the whole experience was shocking . am in uk uk does not never has had any photo id my point is i was honest told them what id i had and if that was ok as i dont have a passport or driving licence now if they were honest and said sry u will need a passport or driving licence that would of been great i would not of deposited and gambled else were. beverly.
     
  12. Jul 27, 2016
  13. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Sorry Beverly but is your ENTER key stuck?????

    If not use it once in a while to make your posts easier on the eye.
     
    2 people like this.
  14. Jul 27, 2016
  15. beverly1

    beverly1 Dormant account PABnoaccred

    Occupation:
    carrer
    Location:
    durham
    hi

    hi sorry dont get what u are saying my enter key stuck?

    oh think i get what u are saying .

    leave a gap in between sentences is that it

    if thats what u mean sry will no to do that in any other posts again sry and thanks for advice appreciate it .
     
  16. Jul 27, 2016
  17. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony

    There you go, much easier to read :D :D
     
    1 person likes this.
  18. Jul 27, 2016
  19. goatwack

    goatwack Denny, two is great, but three is a crowd CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    You know if I'd suggested that I would have been shot down in flames before I could say 'paragraph'.

    You have a way about you Harry.

    When you're not treachorously stabbing fellow members in the back (only joking!!) :thumbsup:
     
    1 person likes this.
  20. Jul 27, 2016
  21. beverly1

    beverly1 Dormant account PABnoaccred

    Occupation:
    carrer
    Location:
    durham
    hi

    was actually harry,s advice i took after my issue with casino cruise to get verified before depositing

    lol lot a good that did me but anyways am done had my rant.
     
    2 people like this.
  22. Jul 27, 2016
  23. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    But back to your post Beverly.

    Sorry to read that you had this experience. In my view you did everything right by getting verified first. Please stick to it in future even with this negative outcome as most reputable casinos will not revise their decision on KYC. Once it is confirmed it stays confirmed and withdrawals are not delayed.

    Maybe getting a passport would be a good thing if you are planning to register with more casinos.
     
    1 person likes this.
  24. Jul 27, 2016
  25. goatwack

    goatwack Denny, two is great, but three is a crowd CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    You went about it in the right way for sure, and Harry is right about verifying beforehand as it's (supposed to) save you a lot of hassle.

    I hope you can get it sorted nonetheless :thumbsup:
     
  26. Jul 27, 2016
  27. geordiecolin

    geordiecolin Senior Member CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
    My advise to you Beverley is to contact via PM one of the most active casino rep's in Casinomeister to see if they can get you verified with the information that you already have. Not only will they assist you if they can but you will be assured to be joining a casino that you can trust implicitly.
     
  28. Jul 27, 2016
  29. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Thank you for listening to my advice Beverly :) .... although it went all wrong this time.

    I can assure you that it is not the norm, WH has done something i never encountered in nearly 20 years of online gaming. Pretty poor CS from such a big outfit.

    Stick to the 'verify first' strategy, still better in my view.
     
  30. Jul 27, 2016
  31. beverly1

    beverly1 Dormant account PABnoaccred

    Occupation:
    carrer
    Location:
    durham
    hi

    i have just closed the account as its less hassle wasn't a great deal of money i lost a fair bit but thats life.

    my rant was i did everything i thought was right and only then deposited but still turned into a mess.

    the only reason i went to William hill is that there is a William hill bookies next door so would of been easy.

    to collect winnings if i withdrew was the only reason but never worked out.and i get the passport thing

    totally understand but i dont go abroad and sry dont ever need one just casinos it seems.

    but not all as i am a member of a few very very good casinos on this sites accredited list

    and have had sum nice big wins and got pay outs really fast no hassle

    did same there got verified before depositing just this time it went wrong along the journey

    but we live and learn its a shame it costs me to learn all this but the show goes on. be good all beverly
     
    2 people like this.
  32. Jul 27, 2016
  33. zebedy

    zebedy No!!!! Im Spartacus MM webmeister

    Occupation:
    brain stergeon
    Location:
    Up a Tree
    If the bookies is local couldn't you pop in there and explain the situation to them. Take all your paperwork to show them even the chat saying you were verified. Maybe a face to face would help the situation.
     
  34. Aug 4, 2016
  35. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    LoL probably went to the same school as me, Or the very short time I attended,

    Any way welcome to the world of live chat w&nkers, DO NOT listen to a word they say (most)
    If you are not driving banned send of for a professional driving licence it cost £50 and all your problems will be answered, If not a passport is not much different in price,
     
  36. Aug 4, 2016
  37. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    They may have broken UK consumer law here. The CS rep didn't simply say something off the top of their head, they spent 15 minutes checking. However, it would have been better to have insisted that they put this all into an email so that you would have proof that you had been fully verified, as without proof they can simply say there is no record of this chat session, and it would be the player's word against that of the casino. UK consumer law accepts that the UK has no ID card, and the UKGC are expecting operators to use electronic database verification, not documents. No matter what their terms say, this is a case of being "treated unfairly" as a representative from the company not only gave a reassurance that this was not an issue, but took the trouble, and 15 minutes, to check with a superior beforehand.

    Given that making the deposit was based on the assurance from the CS rep that verification had been passed, this is also a case of mis selling of the gambling product, which is a breach of consumer law in it's own right. It looks very much like CS at WillHill are behaving in the same manner as bank sales reps in the old days, something that cost the banks an absolute fortune, and still is. In short, CS lied in order to get the deposit, because had they told the truth that they could not accept alternative documents, they would not have generated revenue from this account.

    There is no specific requirement in law for ONLY accepting a passport or driving license either, this is purely down to company policy. The law simply requires that "reasonable measures" are put into place to detect and prevent money laundering. A birth certificate can be used, but further accompanying documents are required, more documents in total than would be the case were a passport or driving license used. There is even a government list of "A rated" documents that will suffice for most situations" and a "B list" of alternatives for use when the person being verified does not drive nor travel abroad.

    One way to break this deadlock is to take them to the small claims court, where you would demonstrate to the judge that you are who you said you were to WillHill. The judge would do the KYC, and if you pass, WillHill will have to pay up because they are relying on KYC failure for non payment. You may also be able to add some expenses as part of the claim, such as essential costs in preparing for the case, and statutory interest at 8% on the amount of the claim. It's standard practice when a company is taking a consumer to court for not paying a bill to add court costs on top. Many councils slap on a charge of £75 or more when taking council tax non payers to court for a liability order, and provided the cost isn't seen as unreasonable, the courts are allowing it.

    A verbal contract is actually binding in law, often an issue when people phone their phone or internet provider and agree to extend their contract purely over the phone. If consumer law is OK with this concept when the business is the "winner", it's going to hold a business to a verbal contract when it's the business trying to wriggle out of it because they have ended up on the "wrong side" of the agreement. CS are agents for the company when dealing with customers in the course of their work, it's a myth that the excuse of "poor training" or "staff incompetence" is a legal means for a company to wriggle out of an agreement made by it's own employees.
     

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