William Hill Casino IT - A conta do jogador permanece encerrada devido a problemas de verificação.

Good morning, my Willhill account has been closed for 5 months now, just hours after I opened it and deposited €500. I've been asked for several verifications, the only one that's not working is proof of residency. Since everything is jointly owned with my husband, everything is always rejected. In desperation, I went to the municipality and paid €17 for a certificate of residency (unquestionable proof of residency), but that was also rejected. Please help.

ps I attach the last reply from willhill after sending the certificate of residence

buongiorno, da ormai 5 mesi ho l'account willhill chiuso poche ore dopo averlo aperto e versato 500 euro. mi sono state chieste diverse verifiche, l'unica che non va a buon fine è la prova di residenza. Avendo tutto cointestato con mio marito, viene sempre rifiutato tutto. presa dalla disperazione sono andata in comune e pagando 17 euro mi sono fatta dare il certificato di residenza (prova insindacabile di residenza), ma anche questa è stata rifiutata. vi prego aiutatemi.

p.s. allego l'ultima risposta da parte di willhill dopo aver mandato il certificato di residenza

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Dear lauraiper,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided, and when exactly you sent the last one?
• Could you please confirm which documents the casino has already approved?
• Could you please confirm that the deposit method you used belongs to you exclusively?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Good morning

So the premise is that the account has been closed since January, so it's been 5 months of continuous requests for documents

In order I sent

- front and back photo of the Postepay card

- selfie with ID

- Bank statement not accepted because it is jointly held (my husband doesn't gamble and has never had a gaming account on Willhill)

- out of desperation I asked my municipality to give me a certificate of residence, along with a 16 euro stamp duty, to put everything in order, but even that wasn't accepted.

This certificate was sent on January 5th. Since then, there has been nothing but silence from them.

In answer to your third question the card is obviously in my name

In fact, the identity verification was successful, the problem persists with the residency verification, but it is unacceptable that it still exists after having also sent the residency certificate and paid for it!

Buongiorno

Allora la premessa è che il conto è chiuso da gennaio, quindi sono 5 mesi di continue richieste di documenti

Nell'ordine ho mandato

- foto fronte retro della postepay

- selfie col documento d'identità

- estratto conto bancario non accettato perchè cointestato (mio marito non gioca e non ha mai avuto un conto gioco su willhill)

- presa dalla disperazione mi son fatta dare dal mio comune con tanto di bollo di 16 euro pagato il certificato do residenza per mettere a posto ogni cosa ma non è stato accettato nemmeno quello

Tale certificato è stato inviato il giorno 5 gennaio. Da quel momento solo silenzio da parte loro.

In risposta alla vostra terza domanda la carta è ovviamente intestata a me

Infatti la verifica dell'identità è andata a buon fine, il problema persiste per la verifica della residenza ma é inaccettabile che sussista ancora dopo aver mandato anche il certificato di residenza ed averlo pagato!

Thanks for the detailed explanation of the situation.

Do I understand correctly that there was no gameplay made on your player's account? Was your deposit left on your balance unspent?

When was the last time you were in contact with the casino on the topic?

Have you tried submitting a utility bill that is in your husband's name or in both of your names to the casino at any point?

Please let me know.

Good morning, the account was closed immediately after I paid 500 euros via my Postepay for "verifications" which as we well know have never been completed.

the last contact with them was on May 5th, after 5 months of continuous emails.

I sent the bank statement (jointly) because I don't have anything in my name. Everything goes to my husband, in addition to obviously sending the certificate of residence as a last-ditch effort.

I didn't send bills because they were all in my husband's name and I know they would have refused them just like they refused the bank statement (with address and everything) which is even jointly owned.

a situation like this is not acceptable

buongiorno, l'account è stato chiuso immediatamente dopo aver versato tramite mia postepay 500 euro per "verifiche" che come ben sappiamo non sono mai terminate

l'ultimo contatto con loro è del 5 maggio, dopo 5 mesi di continue mail.

ho mandato l'estratto conto bancario (cointestato) perchè non ho nulla di intestato a me. tutto arriva a mio marito oltre ovviamente ad aver mandato il certificato di residenza come ultimo disperato tentativo

non ho mandato bollette perche tutte intestate a mio marito e so che avrebbero rifiutato come hanno rifiutato l'estratto conto bancario (con indirizzo e tutto) che è addirittura cointestato.

non è accettabile una situazione simile

Dear lauraiper,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear lauraiper,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from William Hill Casino IT to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

Good evening Kubo

Thanks for your kind help

I really trust you because my funds have been blocked and I haven't been able to play since January. I'm desperate.

Greetings

Buonasera Kubo

grazie per il gentile aiuto

confido davvero in te perchè ho i fondi bloccati senza aver mai potuto giocare ormai da gennaio. sono disperata

saluti

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning Kubo. What can I do in the meantime? I'm desperate.

buongiorno Kubo. io cosa posso fare nel frattempo? sono disperata

Dear lauraiper,

I completely understand your frustration. Unfortunately, the casino has not responded so far, despite my multiple attempts to contact them.

At this point, the only thing we can do is wait for their reply. I am sorry that I cannot provide you with a more positive update at this moment.

Thank you for your patience.

Dear lauraiper,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I understand this is not the outcome you were hoping for, and I truly regret that we couldn’t provide a more satisfactory resolution. However, there’s still a further course of action available to you. You may consider submitting an official complaint to the Agenzia delle Dogane e dei Monopoli (ADM) by completing the form available here: ADM Complaint Form (PDF) and sending it to giochi.reclami.online@aams.it.

As the official regulatory authority, the ADM may have more tools to review your case and assist further. For step-by-step guidance on submitting a complaint to a regulator, you can also visit: https://casino.guru/submitting-complaints-to-regulators

If you need any assistance with preparing your submission or receive an update from the regulator, please don’t hesitate to contact me directly at jakub.m@casino.guru.

I’m genuinely sorry we couldn’t be of more help in this case, but please know we remain available should anything change or new information arise.

Best Regards,

Kubo