William Hill Casino IT - Player’s account is closed, funds are still unpaid.

I asked to close my casino account 4 months ago and have my funds paid to a credit card. The casino closed my account but didn't send me the money. After two months of emailing them, they told me to provide proof of ownership of the IBAN. I sent it to them after which they disappeared for another two months. What can I do? Help.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with William Hill Casino IT.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was closed?
• Could you please clarify the reason you closed the account in the casino? What reason did you give to the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication you exchanged with the casino regarding the issue, such as your account closure request and the casino's request for proof of ownership? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

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Stay safe.

I deposited 100 euros and then didn't play anything, and I asked for closure because I decided not to play. What communication do I send you? I send emails to the casino and they don't respond.

Thanks for your reply and explanation.

Without sharing evidence regarding the issue I requested, we won't be able to assist you.

You wrote: (translated)

After two months of emailing them, they told me to provide proof of ownership of the IBAN. I sent it to them(...)

Kindly share the correspondence you exchanged with the casino regarding the proof of ownership of your IBAN

Send the information to my email at [email protected]

Thanks in advance for your cooperation.

I forwarded you the email sent to the casino where I attach the proof of the IBAN that they asked me, I sent it to them at the beginning of the month

I apologize, but I haven't received any email or message from you so far. If you are struggling to reach me via email, please try using a different email service to provide the information, for example, @gmail.com

Looking forward to your reply.

I sent it at the end of last month

Thanks for your reply.

I apologize, but your email didn't reach me. I don't have it in my spam folder either. Please try sending it using a different email service. I apologize for the inconvenience.

Dear porcino2123,

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.

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,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of porcino2123. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player: (translate)

You can reopen the complaint. For the past two months, every time I have contacted you, I have been told to contact a different department at a different email address. I have not received my funds back.

Could you please share any recent communication with the casino?

Share screenshots here.

Looking forward to your reply.

Hi, sorry, I read on the internet that the complaint wasn't really necessary and I didn't open it anymore.

I have no communications from William Hill, they only reply to every email and every address I send that I have to contact another email but they don't say which one

can you help me??? can you contact them???

I apologize; however, we'll need your previous communication regarding the incident with the casino. Despite your effort, no evidence reached my email. Also, no evidence in the form of screenshots was shared in the complaint thread.

Kindly share the correspondence you exchanged with the casino regarding the proof of ownership of your IBAN

My email is [email protected]

Dear porcino2123,

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.

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,
Tomas
Casino.Guru