The player from Italy had not received any funds since closing his account a month ago and had not received responses to his emails. The Complaints Team had attempted to gather more information regarding the player's account closure and withdrawal request but was unable to proceed due to the lack of response from him. Consequently, the complaint was closed for the moment, although the player retained the option to reopen it in the future.
William Hill Casino IT - Player is facing issues with delayed withdrawals after account closure.
Closed
Our verdict
Player stopped responding
Amount: €180
William Hill Casino IT
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
Hi, the casino hasn't sent me any funds since I closed my account for a month and they don't respond to emails.
Automatic translation:
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5 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with William Hill Casino IT. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Can you please specify when exactly your account was closed? Was it an ordinary closure request or a self-exclusion?
- Did you request a withdrawal of your funds before closing the account? Did the casino approve and process your request?
- Can you please share any screenshots confirming your withdrawal request?
- Was your account verified?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
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4 months ago
Dear tmsatfi1604200216,
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.
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4 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
Casino.Guru
