William Hill Casino IT - O jogador atrasou a retirada e teve problemas com a conta.

Hello, I have a very particular situation with this casino. I signed up a few days ago. I provided my identity document which was confirmed. I deposited 1000 euros. The site is graphically rather dated and not very intuitive. I start playing and after a few minutes I win and decide to withdraw 2000 euros. So far nothing to say. After a few hours I make a deposit of another 1000 euros I enter a live casino and my funds "disappear". I contact customer service and they write to me that I will see my balance again within 24 hours (clearly I am worried since something like this has never happened to me). I report it in chat and they open a ticket for me. Only this morning an operator in chat manages to credit me back the stolen money.

On trust in the meantime I pour another 1000 euros (and it's 3000) and I win another 2000.. So I request the withdrawal of these too and they are paid to me this morning together with the previous request. I pour more money and this time and I win another 300 euros so I request the withdrawal of 1300 euros. And here the problems begin. The 1000 euros that had disappeared return to my game balance and I lose them (well that's normal). In the meantime I receive an email from William Hill with a request for documents. A bill or invoice with my address AGAIN the identity document the copy of the front and back of the card from which I pour and withdraw. I send everything at 10.32 on February 12 and no one has bothered to give me an answer. In chat I ask for explanations and they write to me that they have 72 hours (but in the meantime my withdrawal is blocked) then they copy and paste the rules telling me that they can ask me whatever they want for security reasons (but if I wanted to deposit money right now, security goes to hell, the important thing is to spend). so if I pay I am an honest person, if I withdraw they may think I am a scammer. Interesting, isn't it? Moral of the story at the moment, February 14th at 5:50 pm, I asked in chat and sent another email to understand why NO ONE after more than 2 and a half days gives me confirmation. I CAN'T WITHDRAW, I DON'T HAVE A RESPONSE FROM WILLIAM HILL AND THEY HAVE ARROGATED THEMSELVES TO WITHHOLD FUNDS ARBITRARILY. EVEN KNOWING THAT THE METHOD OF DEPOSIT AND WITHDRAWAL IS THE SAME. I AM WORRIED. NEVER HAPPENED TO ME ANYTHING LIKE THIS. I am registered with SNAI, SISAL LOTTOMATICA EUROBET. NEVER ANY PROBLEM!

Salve, ho una situazione molto particolare con questo casinò. Mi sono iscritto qualche giorno fa . Ho fornito il documento di identità che è stato confermato. Ho versato 1000 euro. Il sito graficamente è piuttosto datato e poco intuitivo. Comincio a giocare e dopo pochi minuti vinco e decido di prelevare 2000 euro. Fin qui nulla da dire. Dopo qualche ora rieffettuo un versamento di altri 1000 euro entro in un casino live e i miei fondi "spariscono" . Contatto il servizio clienti e mi scrivono che rivedrò il mio saldo entro 24h (chiaramente sono preoccupato visto che non mi è mai successa una cosa del genere). Segnalo in chat mi aprono un ticket. A solo stamattina un operatore in chat fa in modo di riaccreditarmi ll maltolto.

Sulla fiducia nel frattempo verso altri 1000 euro (e sono 3000) e ne vinco altri 2000.. Quindi richiedo il prelievo anche di questi e mi vengono. pagati stamattina insieme alla richiesta precedente. Verso altri soldi e questa volta e vinco altri 300 euro quindi richiedo il prelievo di 1300 euro. E qui cominciano i problemi . I 1000 euro che erano spariti ritornano sul mio saldo gioco e li perdo (vabbè ci sta) . Nel frattempo mi arriva una mail da William Hill con una richiesta di documenti . Una bolletta o fattura cn l mio indirizzo DI NUOVO il documento di identità la copia fronte retro della carta da cui verso e prelevo. Invio tutto quanto alle 10.32 del 12 Febbraio e nessuno si è preoccupato di darmi una risposta . In chat chiedo spiegazioni e mi scrivono che hanno 72 ore di tempo(ma intanto il mio prelievo viene bloccato) poi mi copiano e incollano il regolamento dicendomi che loro possono chiedermi tutto quello che vogliono per ragioni di sicurezza (però se volessi versare del denaro in questo momento guarda caso la sicurezza va a farsi benedire l'importante è spendere) . quindi se verso sono una persona onesta , se prelevo possono pensare che sia un truffatore. Interessante no? Morale ad ora, 14 Febbraio ore 17.50 , ho sollecitqto in chat e inviqto un altra mail per capire perchè NESSUNO dopo oltre 2 gg e mezzo mi da conferme. IO NON POSSO PRELEVARE NON HO UNA RISPOSTA DI WILLIAM HILL E SI SONO ARROGATI DI TRATTENERMI DEI FONDI ARBITRARIAMENTE. PUR SAPENDO CHE IL METODO DI VERSAMNTO E PRELIEVO è IL MEDESIMO. SONO PREOCCUPATO. NON MI è MAI SUCCESSA UNA COSA DE GENERE . Sono iscritto a SNAI, SISAL LOTTOMATICA EUROBET. MAI NESSUN PROBLEMA!

Dear Davesaint,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered, especially regarding the sudden disappearance of funds and the delays in processing your withdrawal. I can understand how frustrating and concerning this situation must be for you.

To help us assist you further, could you please clarify the following points?

• You’ve already sent the required documents for verification, but you haven’t received a response. Have you tried following up with the casino via other channels, such as email or a different chat representative?
• Can you confirm if your account has been successfully verified, and whether you received any feedback on this verification after sending the requested documents on February 12?

Your cooperation in providing more details and relevant documentation (e.g., emails, chat logs, etc.) will be crucial in helping us resolve this matter as quickly as possible. The more information we have, the better equipped we are to intervene and assist you effectively.

You can also forward any relevant communication to my email at petronela.k@casino.guru for further assistance.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

My account was successfully verified by submitting my ID in real time.

The confirmation came almost immediately.

I made 3 deposits in total of 2000 euros I won and withdrew 4000 euros without problems.

I deposited another 1000 euros and won 300 euros and withdrew 1300 euros.

Here they asked me for further documents for verification and gave themselves 72 hours.

In the meantime they blocked the withdrawal (but if I wanted to deposit I could have easily spent 10k because everything incoming works VERY WELL).

I sent requested documents identity document already registered and already sent previously. They ask me for bills or utilities (but I do not have any in my name) so I sent recent telepass invoice in which the address of residence is clearly indicated (as on the identity card!) I sent photos of the debit card with my NAME AND SURNAME ON THE FRONT OF THE CARD.

I HAVE NOT RECEIVED ANY MORE NEWS AND MY WITHDRAWAL IS BLOCKED.

I have read reviews on Trustpilot of other people who have suffered the same damage. THEY KEEP THE MONEY.

I sent a registered electronic PEC letter to them and to ADM demanding payment.

I have opened the following accounts for years: SISAL, EUROBET, LOTTOMATICA and SNAI (opened this month) NO PROBLEM.

William Hill is a scam site that's the truth and YOU gave them an EMBARRASSING score. THIS IS THE REASON I OPENED THE ACCOUNT. IF I HAD READ THE REVIEWS ON TRUSTPILOT BEFORE, I WOULD NEVER HAVE OPENED ANYTHING. I WON MONEY, THEY HAVE TO PAY AND SO THEY DON'T PAY. SIMPLE.

I HAVE NEVER RECEIVED ANY COMMUNICATION FROM THEM AGAIN

Il mio account era stato verificato con successo avendo inviato il documento di identità in tempo reale.

La conferma è arrivata quasi subito.

Ho fatto 3 versamenti in totale di 2000 euro ho vinto e prelevato 4000 euro senza problemi.

Ho versato altri 1000 euro e ho vinto 300 euro ho prelevato 1300 euro.

Qui mi hanno chiesto ulteriori documenti per verifiche e si sono dati tempo 72 ore.

Intanto hanno bloccato il prelievo (ma se volevo versare potevo anche spendere tranquillamente 10k perchè in entrata tutto funziona BENISSIMO).

Ho inviato documenti richiesti documento di identità già registrato e già inviato precedentemente. Mi chiedono bollette o utenze (ma io non ne ho intestate a me) quindi ho inviato fattura recente telepass in cui è chiaramente indicato l'indirizzo di residenza (come sulla carta di identita!) Ho inviato le foto della carta di debito con indicato il mio NOME E COGNOME SUL FRONTE DELLA CARTA .

IO NON HO PIù RICEVUTO ALCUNA NOTIZIA E IL MIO PRELIEVO è BLOCCATO.

Ho letto recensioni su Trustpilot di altre persone che hanno subito lo stesso danno. SI TENGONO I SOLDI .

Ho inviato una raccomandata PEC elettronica a loro e a ADM intimandogli il pagamento.

Ho aperto da anni i seguenti account: SISAL , EUROBET, LOTTOMATICA e SNAI (aperto questo mese ) NESSUN PROBLEMA.

William Hill è un sito di truffatori questa e la verità e VOI gli avete affidato un punTeggio IMBARAZZANTE. IL MOTIVO PER CUI HO APERTO IL CONTO è PRORPIO QUESTO. SE AVESSI LETTO PRIMA LE RECENSIONI SU TRUSTPILOT NON AVREI MAI APERTO NULLA. HO VINTO SOLDI, DEVONO PAGARE E ALLORA NON PAGANO. SEMPLICE.

Io NON HO MAI RICEVUTO PIù ALCUNA COMUNICAZIONE DA LORO

Hi Davesaint,

Thank you for the update.

I understand how frustrating this situation must be, especially after your account was successfully verified and your deposits were processed without issues. It seems like the additional verification requirements have caused significant delays and the blocking of your withdrawal.

As per William Hill’s terms and conditions, I would strongly advise you to reach out to them once again directly regarding your complaint. You can submit a complaint to their customer service team via live chat or email. Please ensure that your complaint includes all the relevant details, such as your full name, date of birth, home address, registered email, mobile number, and the details giving rise to your complaint. They aim to respond within 10 days, though it may take longer for complex cases.

If you do not receive a satisfactory response, you also have the option to escalate your complaint further using the Online Dispute Resolution platform or by contacting the legal department directly at ufficiolegale@williamhill.com.

You can also seek alternative dispute resolution through the Chamber of Commerce in Milan or Rome. Their contact details are available on their website and should be mentioned in the Terms and Conditions you referred to.

Please keep us informed if you receive any further communication from them, and thank you for your patience as we investigate your case.

If you need any further assistance, please let me know.

Dear Davesaint,

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.

Good morning, the dispute has been resolved and the casino has paid. Thanks for your support.

Buongiorno, l controversia è stata risolta il casinò ha pagato. Grazie per il vs supporto.

Dear Davesaint,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru