The player from Italy faced issues with a blocked account due to difficulties in verifying his identity, despite multiple attempts to send documents. He was informed that the account would remain blocked under anti-fraud regulations, stating that he had no intention of committing fraud or money laundering. The Complaints Team, after reviewing the situation, concluded that they did not have sufficient insight to assist with the withholding of his sports betting winnings, resulting in the closure of the complaint.
William Hill Casino IT - Player’s account has been closed.
Closed
Our verdict
Other
Amount: €80
William Hill Casino IT
Safety Index:HighCase summary
Discussion
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10 months ago
Translation
I have been trying in vain for several days to have my account reopened after it was blocked because they can't verify my identity. I have tried sending several emails with photos of my identity card on various levels. I also tried with my driving license, but nothing. Today I was informed that pursuant to article 4 point 8 (article on fraud and money laundering) my account will remain blocked.
I specify that I have no intention of fraud or money laundering.
Automatic translation:
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9 months ago
Dear Giandomenico,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you played - slots, live casino, sports betting, etc.?
- Do I understand correctly that you had €80 (dispute value) in your casino account before it was closed?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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9 months ago
Translation
1. I played a multiple bet on sports betting
2. Exactly, I had about €80 in the account before it was closed
3. The winnings were accumulated without using a bonus, they were winnings from my deposited money
Automatic translation:
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9 months ago
Thank you for your reply, Giandomenico. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case the casino withheld your sports betting winnings.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
