Non-Bonus Complaint WILLIAMHILL - no payout, no withdrawal after win

[petercash200]

WilliamHill refusing to release my funds after hitting a sweet jackpot on slots. They are suddenly asking for unreasonable amounts of identification when I asked to withdraw and I'm not even allowed to withdraw the deposit I played with. What a wonderful, ethical company with beautiful morals.

This is the information they requested: proof of identity (reasonable, but why only when I request to withdraw?), a handwritten note of my username, and account number (is this even ID?), proof of address (slightly reasonable) except they ALSO want the full transaction history for the past three months.

How is that at all reasonable? The final piece of info they requested was proof of ownership of payment method by sending a screenshot of online banking. Now I understand the reasoning behind this, but I don't even have online banking on the card I deposited with.

I complained to the company, stated my concerns and quoted the uk gambling commission, and outlined exactly HOW they were in violation by doing this. They didn't seem to care. Is there anything else I can do? I don't think complaining to the commission will do anything, it could be worth a shot though.

It's not worth it, nor am I willing to give this much information up just because I beat them at their own game.
Why was I allowed to deposit and play, but then when I hit a big win and want to withdraw, I get locked out of my account?

See Related Threads:

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• In Case You Wonder Why William Hill is Not Accredited

 

[irish-ranger]

Phone your bank and get 3 months of statements posted out and give them what they are asking for.

 

[pinnit2014]

It is rare for them to ask for any of that - more the MGA places that ask for it all, as most UK bookies verify ID's etc 'online'

Entain were fined 17m a month or so ago for AML failures so maybe they're getting a bit shifty in their seats ;-)

For a jackpot win, i'd forgo any complaining and just pap it off to them though

 

[Webzcas]

If things were not bad enough, you do realise William Hill are now a part of 888. Further info here: 888 Flex their Financial Muscle in William Hill Acquisition

Sounds like they are doing the KYC now with an added mix of SoW to boot. I am sure you will get your winnings, just send them what they want and learn from this experience, which has somewhat soured your win.

 

[aceking123]

Yep just had a SOW from 777/888 if I want to remain playing after a years break, so another casino gone, it seems its on the increase so heads up writing is fully on the way for uk players.

 

[Reelsoffun]

Oh Wow if 888 are involved WH is gonna go downhill rapid.

They do not have a good reputation at all.

 

[brianmon]

I had a SOW request from the Mansion Casino group. NO withdrawals pending or anything like that. In fact, I rarely play at their casinos.

After clicking through the link. They're asking for 3 months bank statements etc

 

[Mr_Slot5]

I had a SOW request from the Mansion Casino group. NO withdrawals pending or anything like that. In fact, I rarely play at their casinos.

After clicking through the link. They're asking for 3 months bank statements etc

View attachment 172439

Yeah looks like they’re going big on the affordability angle.

If all casinos are going to go that draconian, slotting is pretty much over in the UK. There just won’t be enough casual gamblers that care that much to hand over such documents.

 

[Webzcas]

Well to be fair, it is better to do it prior to depositing and then trying to withdraw.

 

[Mr_Slot5]

Well to be fair, it is better to do it prior to depositing and then trying to withdraw.

Of course. However affordability checks shouldn’t hold up a withdrawal anyway.

My point is, we’re witnessing the bottom fall out of the industry in the UK.

 

[Webzcas]

Of course. However affordability checks shouldn’t hold up a withdrawal anyway.

My point is, we’re witnessing the bottom fall out of the industry in the UK.

Agreed and also this has been a slow moving process for the past 24 months or so, but it seemingly is gaining much more speed now. Removal of autoplay, SoW hoop jumping and now the mooted £2 maximum bet limit to come. That will if it transpires, be the final nail in the coffin of the UK iGaming industry. We will likely only see the big boys left in the market.

It seems every other week a licensed UK operator is bailing from the UK marketplace - problem is, this will just drive players offshore and that in itself will be a case of Russian Roulette for the players that do go down that route

 

[pinnit2014]

The 2 quid will kill the Casino's here. Yeah, fair enough, most on this forum won't run at that regularly but for casinos it's the lifeblood of their revenue (big hitters): take away them and there's no casino.....

Germany went 1 euro max - Wonder how many have left there?

PWC report to the UKGC spoke of the offshore migration(not that i would do that *cough*) and they basically told them: nah, you're wrong. We're about to see.

 

[OliverCooper]

I think they have the full right for "unreasonable" things

 

[Mr_Slot5]

PWC report to the UKGC spoke of the offshore migration(not that i would do that *cough*) and they basically told them: nah, you're wrong. We're about to see.

How can they dispute it when it’s already happening? Talk about being completely out of touch.

 

[pinnit2014]

Think they put it down as a 'small sample' of folk doing that...probably because it would have been an admission of failure

 

[Mr_Slot5]

Think they put it down as a 'small sample' of folk doing that...probably because it would have been an admission of failure

At this point they need to admit their failures IMO. Some things need to be rowed back on.

 

[slot_zombie]

If all casinos are going to go that draconian, slotting is pretty much over in the UK. There just won’t be enough casual gamblers that care that much to hand over such documents.

And there will be a lot less still that care enough and can pass the affordability checks. I have a reasonable income and was slashed to double figures a month at more than one UK casino.

Just wait until single customer view comes in, and you get one stingy deposit limit across all UKGC casinos.

It's all about these new UKGC rules that came into effect on Monday:

You do not have permission to view link Log in or register now.

 

[Mr_Slot5]

And there will be a lot less still that care enough and can pass the affordability checks. I have a reasonable income and was slashed to double figures a month at more than one UK casino.

Just wait until single customer view comes in, and you get one stingy deposit limit across all UKGC casinos.

It's all about these new UKGC rules that came into effect on Monday:

You do not have permission to view link Log in or register now.

Nowhere there does it say casinos have to cease deposits of all customers who haven’t provided bank statements though. That list just shows things that I thought casinos had to do anyway. Hasn’t it always been the case that casinos should be alert to any signs of potential customer harm?

IMO casinos can pretty much rule out troubling customers who already have meagre deposit and loss limits in place as they’re already evidencing Responsible gambling.

 

[pinnit2014]

Joy's been already sucked out of UK slotting so you can see why folk will, balancing risk, go offshore. If the future is 91% slots, with 10p rewards and a SOW then pack my budgie smugglers, i'm heading for the offshore islands

 

[slot_zombie]

Nowhere there does it say casinos have to cease deposits of all customers who haven’t provided bank statements though. That list just shows things that I thought casinos had to do anyway. Hasn’t it always been the case that casinos should be alert to any signs of potential customer harm?

Indeed, but it appears that the UKGC are getting tougher and (in their own words) more prescriptive. There's that many things that operators must monitor now that most slot players on here will probably fall foul of something, even if it's a harmless evening low rolling - time spent will now have to trigger a "flag", for example. And when the UKGC come calling for an audit, the casino does not want to be caught with its pants down - "On 14/09/2022 I see Mr. Slot5 spent 5 hours playing Starburst on 10p, what did you do about it and bring me the evidence".

I'm just done with UK slotting now, 80% of my play is offshore anyway but from today it will be 100%. No way I'm putting myself through an interrogation just because I prefer to spend the evening low rolling TS2 and IR rather than watching television.

 

[pinnit2014]

A while ago i was of the mindset: offshore bad, UK good but the last few w/d's i've made have come via BTC, so that's changing. Sure, a risk but hey, the likes of Casumo are IMO a risk as well....as long at you 'carefully' select some then playing max RTP's, bonus buys and turbo spins really are a joy to behold. With obviously the caveat of 'buyer beware'

 

[Mr_Slot5]

I'm just done with UK slotting now, 80% of my play is offshore anyway but from today it will be 100%. No way I'm putting myself through an interrogation just because I prefer to spend the evening low rolling TS2 and IR rather than watching television.

Amen.

The thing is, the UKGC seem to understand very little about slotting. Sure, you may spend 3 hours playing slots but that’s not an issue in itself…you may still be playing with the same £20 deposit and have lost nothing.

There’s no nuance at all, just a sledgehammer response that the industry simply cannot survive under.

 

[megadam]

At this point they need to admit their failures IMO. Some things need to be rowed back on.

Better odds on hitting max win on Bonanza than that scenario happening.

It's an absolute shit show because there are incompetent draconian idiots at the top that think privacy is something that should work in the organisations/governments favour when it suits rather than what the point and the rights of privacy are. It's why it's nonsensical that credit scores are going down this same route of having affordability checks as another meaningless credit/social score.

By all means protect players and put measures in place to help people when help is needed. But if I want to go through the displeasure of having my arse spanked on some high volatile slots, I shouldn't have to demonstrate that I can afford £20 to have my pants pulled down on Bonanza. Would much rather prefer psychological assessments for players that wish to put themselves through that torture.....might prove more fruitful.

 

[Mr_Slot5]

Better odds on hitting max win on Bonanza than that scenario happening.

It's an absolute shit show because there are incompetent draconian idiots at the top that think privacy is something that should work in the organisations/governments favour when it suits rather than what the point and the rights of privacy are. It's why it's nonsensical that credit scores are going down this same route of having affordability checks as another meaningless credit/social score.

By all means protect players and put measures in place to help people when help is needed. But if I want to go through the displeasure of having my arse spanked on some high volatile slots, I shouldn't have to demonstrate that I can afford £20 to have my pants pulled down on Bonanza. Would much rather prefer psychological assessments for players that wish to put themselves through that torture.....might prove more fruitful.

Of course, you’re right. If someone wishes to spend their last £20 on slots then, as a free world, they should be allowed to. They should be able to spend their money as they wish, not having some third party telling them what they can and can’t afford. Playing slots isn’t a credit application.

It’s no different spending your last £20 on slots than it is spending it on cigarettes, alcohol or a basket full of sweets and cakes.

 

[Siohmy]

I personally can take or leave online gambling but I am fuming at just how pathetic the lengths UKGC have gone to effectively destroy an industry and end what, for most people, was a fun hobby.
You can put all the tools in place to help problem gamblers without screwing the entire population but I guess that wouldn’t tick all the “popular” boxes and take far too much effort.
Pathetic excuse of an organisation. I find myself more angry at these bodies than I do about possibly never playing again.