William Hill Casino - O pagamento do jogador foi atrasado.

I won and requested a payout to my deposit method (Mastercard) on March 13, 2025, at 1:09 AM. Since then, I haven't received an email, nor have I been able to find out on the website why the payout is stuck in "Processing."

Support is unavailable because no one responds to emails (German and English support emails) or chat. The German chat is no longer active, or you're stuck in position 1, and the English chat isn't accessible via the support page.

"Reverse Withdrawal" doesn't work either, since the payout doesn't appear here.

Gewinn und Beantragung der Auszahlung auf Einzahlungsmethode (Mastercard) am 13.03.2025 um 01:09. Seitdem weder eine Mail bekommen, noch auf der Website die Möglichkeit gehabt zu sehen, wieso der Auszahlungsprozess in "Processing" hängt.

Support ist nicht erreichbar, da auf Mails (Deutsche und Englische Support Mail) als auch im Chat keiner Antwortet. Deutscher Chat ist nicht mehr aktiv oder man hängt in Position 1 fest und englischer Chat ist über Support Page nicht aufrufbar.

"Reverse Withdrawal" geht auch nicht, da die Auszahlung hier wiederum nicht aufscheint.

Dear jmayerhofer,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear jmayerhofer,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear jmayerhofer,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Haven't received any money yet.

Habe noch kein Geld erhalten.

Dear jmayerhofer,

Regrettably, the casino informed us that they do not wish to cooperate with us on solving the player's disputes and we should advise players to cooperate with the casino's support. I’m afraid there is not much that can be achieved without cooperation from the casino's side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, if your complaint isn't resolved with the assistance of the support, I recommend you submit a complaint to eCogra using their free ADR service here. You may also submit your complaint to the Maltese Gaming Authority here or by email at: support.mga@mga.org.mt.

I am sorry we could not be of more help on this occasion.

Best regards,

Nick