William Hill Casino IT - Player’s account has been suspended and withdrawal blocked.

I've had my account suspended for 7 months and I send selfies to the casino with my ID and proof of residence but the casino doesn't look at them, ignores me and then asks me for them in this way, I can't withdraw.

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Dear domenicocacopardo,

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

Could you please clarify a few details regarding your situation?

• When exactly was your account suspended?
• What was the reason provided by the casino for the suspension, if any?
• Have you successfully completed verification in the past at this casino?
• When was the last time you received a reply from the casino?

If possible, please also forward any relevant communication between you and the casino, including screenshots or emails regarding the verification process, to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

yes I had completed the verification, it has been suspended for several months and they don't even answer me

Hi domenicocacopardo,

• Could you please let me know when was the last time you attempted to contact the casino and through which channel (email, live chat, etc.)?
• Additionally, could you please clarify what games you were mainly playing at the casino?

If you have any relevant communication with the casino, such as emails, screenshots, or chat transcripts, please feel free to forward them to petronela.k@casino.guru, as they could help us better understand the situation.

Thank you very much in advance.

Dear domenicocacopardo and William Hill Casino team,

I would like to inform you that I will be leaving Casino.Guru at the end of this month. Because of this, this complaint, including related email communication, will be transferred to my colleague Martina (martina.b@casino.guru) from our Complaint Resolution Center.

Please rest assured that you are in very capable hands, and Martina will continue assisting you with the same care and professionalism.

Thank you very much for your understanding and cooperation.

Dear domenicocacopardo,

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.