WilliamHill holding my money more than 2 months

kirillyag

Newbie member
Joined
Jan 31, 2020
Location
Russia
I had fully verified account on 13 November 2019. I played without any bonuses. WilliamHill locked my account with €5400 at 20 November 2019. They answered me "[I need allow] to give them relevant team just a bit more time to check". I sent a few emails and they always said "need more time". WilliamHill holding my money more than 2 months now.
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
How can they possibly justify taking this amount of time?
 

goatwack

Get dunked, big buns!
Joined
Aug 29, 2012
Location
Londonia
Nothing would justify such a lengthy delay, unless the person tasked with 'checking' the withdrawal was pranked by other staff, blindfolded and spun around for a few minutes

I'd imagine any given company stood to gain from simply holding onto the funds, interest etc. However bloody shady the practice :mad:
 

kou187

Senior Member
MM
Joined
May 19, 2013
Location
A Ham Sandwich Wrapper
Never had any problems like this with the major betting sites. It's usually cadell sites or other scummy shitty sites like that try this stuff. :what:
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
Well no idea why they have locked the account.

As there are no real details from the OP about why i would not be so quick to say WH is at fault here.

Guess we will never know the outcome and the OP might be totally legit and WH are messing him about. But would not be the first time a new member has signed up from Russia complaining about a casino without giving the truth about why casino has locked their account.
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
To be fair to the OP, simply being from certain countries raised Fraud flags for casinos. But two months seems excessive given verification was in place, and nothing further was requested.
 

Playford7

Permanent Ban: Too much flaming
MM
Joined
Jul 10, 2016
Location
North east England
Played at WH for years.
normally for me 24 hours to process the withdrawal.
Yet you waited all that time for over 5k..
You’re either super rich or have the patience of a saint.
big bookies or not, after 3 days I’d of been asking questions.
no rep on here, avoid live chat as they are useless. Call the CS number ASAP and ask to speak to a manager.
I have a number but not sure it’s allowed as WH are not recognised here pal.
 

Lucky Loser

Senior Member
Joined
Jan 4, 2010
Location
Planet Earth
Your account must have triggered some concerns for whatever reason, maybe the source of funds. I suspect they are waiting on a third party to report back to them. You will be surprised how much fraud/AML checking goes on in the background these days with innocent parties often getting caught in the middle .
 

Guntis

Senior Member
Joined
Dec 29, 2017
Location
United kingdom
I had fully verified account on 13 November 2019. I played without any bonuses. WilliamHill locked my account with €5400 at 20 November 2019. They answered me "[I need allow] to give them relevant team just a bit more time to check". I sent a few emails and they always said "need more time". WilliamHill holding my money more than 2 months now.

Привет и добро пожаловать на форум! Чтоб люди здесь могли тебе помочь, постарайся предоставить как можно больше информации, например, (без своих личных данных) скопируй пару емейлов от William Hill сюда и люди смогут переводить, читать и давать свои комментарии и советы. :thumbsup:

Sorry for making you using a translator :D
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
Your account must have triggered some concerns for whatever reason, maybe the source of funds. I suspect they are waiting on a third party to report back to them. You will be surprised how much fraud/AML checking goes on in the background these days with innocent parties often getting caught in the middle .
If that was/is the case, you would expect the account to be labelled URGENT and the result to have reached a conclusion ASAP. Not running towards 3 months. Wouldn’t you?
 

kirillyag

Newbie member
Joined
Jan 31, 2020
Location
Russia
Well no idea why they have locked the account.

As there are no real details from the OP
I can't say a lot here, bc I don't know what's happened.

I got the following email before they locked my account:
''Following a review of your account, we regret to inform you that we have removed your eligibility for any William Hill Online gaming offers and promotions for our Vegas, Macau, Games, Scratchcards, Bingo, Casino and Live Casino products.

This decision was based on the type of activity identified on the account and / or that your activity was deemed to target our promotions or bonuses in a way other than their intended purpose.

We are pleased to confirm that we will continue to offer you an exciting betting and gaming experience through our wide range of products and services. You are still eligible for all other William Hill promotional offers, unless you have been previously notified otherwise."

I didn't accept any bonuses here. So, I don't care about this email. Is it mean something for anyone? Do I need stop playing on willaimhill after that?

All their email after freeze my account looks like "I totally understand how it is far from convenient to wait. As much as I would love to provide you with a resolution on the spot, my hands are tied. I can confirm that the relevant team is still reviewing your account. As promised, once we have an answer, you will be contacted."

Their the last email (14 hours ago):
"I am truly sorry as to read of the inconvenience caused due to the time it takes us to resolve the case.

As much as I do wish to speed up the completion of the procedure and resolve it on the spot for you, I am afraid I am unable to as it is the management team that has to do so.

I am afraid it is indeed the case that such procedures are time consuming.

We are making all possible on our end as to force the completion and I can assure you that as soon as we have updates, we will contact you proactively as to advise on their resolution."

Also, they never asked about proof of source or any other document. Just "wait", "as soon as possible"
 

Guntis

Senior Member
Joined
Dec 29, 2017
Location
United kingdom
It looks like you were heavily abusing their bonus offers and they decided to remove your access to them.

In their eyes, you are a potentially dangerous customer and at the moment they are trying to dig very deep to find a possible reason for any other abuse or fraud. But 2 months? :confused: That's too long!

What games were you playing there?
 

goatwack

Get dunked, big buns!
Joined
Aug 29, 2012
Location
Londonia
How did that text come out ok on Google Translate

I was expecting some post-Brexit garbled mess like

"Hell, help we here. Give me tips for your mermaid" or such like
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
I can't say a lot here, bc I don't know what's happened.

I got the following email before they locked my account:
''Following a review of your account, we regret to inform you that we have removed your eligibility for any William Hill Online gaming offers and promotions for our Vegas, Macau, Games, Scratchcards, Bingo, Casino and Live Casino products.

This decision was based on the type of activity identified on the account and / or that your activity was deemed to target our promotions or bonuses in a way other than their intended purpose.

We are pleased to confirm that we will continue to offer you an exciting betting and gaming experience through our wide range of products and services. You are still eligible for all other William Hill promotional offers, unless you have been previously notified otherwise."

I didn't accept any bonuses here. So, I don't care about this email. Is it mean something for anyone? Do I need stop playing on willaimhill after that?

All their email after freeze my account looks like "I totally understand how it is far from convenient to wait. As much as I would love to provide you with a resolution on the spot, my hands are tied. I can confirm that the relevant team is still reviewing your account. As promised, once we have an answer, you will be contacted."

Their the last email (14 hours ago):
"I am truly sorry as to read of the inconvenience caused due to the time it takes us to resolve the case.

As much as I do wish to speed up the completion of the procedure and resolve it on the spot for you, I am afraid I am unable to as it is the management team that has to do so.

I am afraid it is indeed the case that such procedures are time consuming.

We are making all possible on our end as to force the completion and I can assure you that as soon as we have updates, we will contact you proactively as to advise on their resolution."

Also, they never asked about proof of source or any other document. Just "wait", "as soon as possible"

This e mail is pretty badly written. They need help.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
It looks like you were heavily abusing their bonus offers and they decided to remove your access to them.

In their eyes, you are a potentially dangerous customer and at the moment they are trying to dig very deep to find a possible reason for any other abuse or fraud. But 2 months? :confused: That's too long!

What games were you playing there?

He states he didn't take bonuses, what makes you think he was heavily abusing them?
 

Guntis

Senior Member
Joined
Dec 29, 2017
Location
United kingdom
He states he didn't take bonuses, what makes you think he was heavily abusing them?

Info at the beginning of their email says that his eligibility for any WH bonuses is removed based on the type of activity identified on his account. But despite this, they allowed him to continue to use their service.

To me, this means, previously he was abusing their offers and now his account is under stricter supervision.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Info at the beginning of their email says that his eligibility for any WH bonuses is removed based on the type of activity identified on his account. But despite this, they allowed him to continue to use their service.

To me, this means, previously he was abusing their offers and now his account is under stricter supervision.
yeah but if he is telling the truth and hasn't taken any bonuses, then he can't be abusing them, and is more likely to be an error on Hills side than his abusing bonuses.

OP you need to make a proper complaint, then go to the ADR if you get no joy.
Considering the time scale and lack of information given, I wouldn't be surprised if this was a AML investigation, what sort of turnover did you have there in the previous say 6 months, and what games were you playing?
 

kirillyag

Newbie member
Joined
Jan 31, 2020
Location
Russia
No bonus abuse from my side. If I do it, why I continued deposit after this email? No bonus anymore.

My turnover for the last 6 months - 20100 euro. I played BJ surrender and maybe videopoker a few times.
 

asidea

®Laugh a little each day!.
PABnonaccred
Joined
Apr 28, 2004
Location
UK
It looks like you were heavily abusing their bonus offers and they decided to remove your access to them.

In their eyes, you are a potentially dangerous customer and at the moment they are trying to dig very deep to find a possible reason for any other abuse or fraud. But 2 months? :confused: That's too long!

What games were you playing there?

WH send me quite a few email which runs along the same blah blah bla:rolleyes:h(it's system auto email i think), but funny they often paid on time, at least on my part. Never taken much bonus either, more deposit infact. Lately i just avoid the site, it's just too full of bs!!!.
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
Cheshire
It looks like you were heavily abusing their bonus offers and they decided to remove your access to them.

In their eyes, you are a potentially dangerous customer

I agree, so dangerous. I mean he could bankrupt the place taking all those 5 free spin offers at 10p a pop :rolleyes:

In my experience at least, they're the most unreasonable bastards out there. They bonus ban you, you message 12 months down the line asking for a review and you get a 'talk to the hand response' as if you had done something as bad as piss on their Sunday roast.

Also, you may aswell talk to your Dyson than attempt to communicate with live chat. It's almost as if they're striving for a worst customer service award.
 
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Guntis

Senior Member
Joined
Dec 29, 2017
Location
United kingdom
I agree, so dangerous. I mean he could bankrupt the place taking all those 5 free spin offers at 10p a pop :rolleyes:

In my experience at least, they're the most unreasonable bastards out there. They bonus ban you, you message 12 months down the line asking for a review and you get a 'talk to the hand response' as if you had done something as bad as piss on their Sunday roast.

Also, you may aswell talk to your Dyson than attempt to communicate with live chat. It's almost as if they're striving for a worst customer service award.

I used to have an account at WH around 6 years ago and as far as I remember they were paying me some amount of cashback once a month, adding a birthday's presents in the form of £100-250 every year plus always something for New year. Withdrawals also were fast back to my Paypal account and there were no problems in general at all until I fed up of losing there and blocked my account for 5 years...:laugh:
 

Playford7

Permanent Ban: Too much flaming
MM
Joined
Jul 10, 2016
Location
North east England
The CS at hills is horrid. Utterly useless.
Had my acc blocked for review for over 2 weeks with zero contact from them.
Took about 8 emails and 3 manager calls to get it resolved.
I did get £30 free bets and £15 casino bonus for the hassle however.
That said they always have paid me no issues, never take a bonus there either as they are almost non existent.
 

mack341

Senior Member
Joined
May 8, 2018
Location
south east england
I think they've gone downhill again recently, the bonuses and offers have really dried up, the customer service is still crap, they seem unable or unwilling to solve problems.

It's almost like they want to trigger their customers to lose the plot.

I have a current problem with one of the games not loading, they say 'delete your cookies' and 'we've referred it to our technical team'...months down the line still no solution, even if I used a complete stranger's computer or device to log into my account the game still wouldn't load.

I can only think they've decided to block me from accessing the game at their end. This is a classic wms slot I can play without bother everywhere else and have done loads, so they're not getting any more money off me for the foreseeable until it's fixed, but they won't give a shit, they're too big and complacent.

I think in the op's case they're exploiting the geographical and political situation to renege on the payout, what can he do if he's thousands of miles away in russia, does the adr apply there?
 
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