William Hill Casino IT - Player’s account remains closed due to verification issues.

buongiorno, da ormai 5 mesi ho l'account willhill chiuso poche ore dopo averlo aperto e versato 500 euro. mi sono state chieste diverse verifiche, l'unica che non va a buon fine è la prova di residenza. Avendo tutto cointestato con mio marito, viene sempre rifiutato tutto. presa dalla disperazione sono andata in comune e pagando 17 euro mi sono fatta dare il certificato di residenza (prova insindacabile di residenza), ma anche questa è stata rifiutata. vi prego aiutatemi.

p.s. allego l'ultima risposta da parte di willhill dopo aver mandato il certificato di residenza

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear lauraiper,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided, and when exactly you sent the last one?
• Could you please confirm which documents the casino has already approved?
• Could you please confirm that the deposit method you used belongs to you exclusively?

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,

Tomas

Buongiorno

Allora la premessa è che il conto è chiuso da gennaio, quindi sono 5 mesi di continue richieste di documenti

Nell'ordine ho mandato

- foto fronte retro della postepay

- selfie col documento d'identità

- estratto conto bancario non accettato perchè cointestato (mio marito non gioca e non ha mai avuto un conto gioco su willhill)

- presa dalla disperazione mi son fatta dare dal mio comune con tanto di bollo di 16 euro pagato il certificato do residenza per mettere a posto ogni cosa ma non è stato accettato nemmeno quello

Tale certificato è stato inviato il giorno 5 gennaio. Da quel momento solo silenzio da parte loro.

In risposta alla vostra terza domanda la carta è ovviamente intestata a me

Infatti la verifica dell'identità è andata a buon fine, il problema persiste per la verifica della residenza ma é inaccettabile che sussista ancora dopo aver mandato anche il certificato di residenza ed averlo pagato!

Thanks for the detailed explanation of the situation.

Do I understand correctly that there was no gameplay made on your player's account? Was your deposit left on your balance unspent?

When was the last time you were in contact with the casino on the topic?

Have you tried submitting a utility bill that is in your husband's name or in both of your names to the casino at any point?

Please let me know.

buongiorno, l'account è stato chiuso immediatamente dopo aver versato tramite mia postepay 500 euro per "verifiche" che come ben sappiamo non sono mai terminate

l'ultimo contatto con loro è del 5 maggio, dopo 5 mesi di continue mail.

ho mandato l'estratto conto bancario (cointestato) perchè non ho nulla di intestato a me. tutto arriva a mio marito oltre ovviamente ad aver mandato il certificato di residenza come ultimo disperato tentativo

non ho mandato bollette perche tutte intestate a mio marito e so che avrebbero rifiutato come hanno rifiutato l'estratto conto bancario (con indirizzo e tutto) che è addirittura cointestato.

non è accettabile una situazione simile

Dear lauraiper,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear lauraiper,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from William Hill Casino IT to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

Buonasera Kubo

grazie per il gentile aiuto

confido davvero in te perchè ho i fondi bloccati senza aver mai potuto giocare ormai da gennaio. sono disperata

saluti

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

buongiorno Kubo. io cosa posso fare nel frattempo? sono disperata

Dear lauraiper,

I completely understand your frustration. Unfortunately, the casino has not responded so far, despite my multiple attempts to contact them.

At this point, the only thing we can do is wait for their reply. I am sorry that I cannot provide you with a more positive update at this moment.

Thank you for your patience.

Dear lauraiper,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I understand this is not the outcome you were hoping for, and I truly regret that we couldn’t provide a more satisfactory resolution. However, there’s still a further course of action available to you. You may consider submitting an official complaint to the Agenzia delle Dogane e dei Monopoli (ADM) by completing the form available here: ADM Complaint Form (PDF) and sending it to giochi.reclami.online@aams.it.

As the official regulatory authority, the ADM may have more tools to review your case and assist further. For step-by-step guidance on submitting a complaint to a regulator, you can also visit: https://casino.guru/submitting-complaints-to-regulators

If you need any assistance with preparing your submission or receive an update from the regulator, please don’t hesitate to contact me directly at jakub.m@casino.guru.

I’m genuinely sorry we couldn’t be of more help in this case, but please know we remain available should anything change or new information arise.

Best Regards,

Kubo