William Hill Casino IT - Player’s winnings have been confiscated.

hi then I would like to say that after 3 days that I have not entered the account this morning I go to enter and he does not let me in I go to see in the mail I received an email where it says:

During internal checks aimed at ascertaining the regular performance of the game on our site, it emerged that the activity attributable to your account constitutes a violation of Article 10, paragraph 5, lett. d) of the gaming account contract and, specifically, the violation of the prohibition to adopt "... conduct aimed at obtaining a fraudulent advantage from the use of bonuses or other promotions".

Based on the above, William Hill communicates its intention to withdraw from the gaming contract stipulated with you, by virtue of the provisions of article 15 of the contract itself. The withdrawal will be effective after 15 days from the receipt of this communication; until that time, your gaming account will remain suspended.

William Hill

So I would like to know what I have to do since I had 177 euros among other things I don't think I have used the bonus since they were only free spins that I have never used.

Dear Angelo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have never played with any bonuses?

Is this the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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,

Kristina

So after I sent the email I wrote to them with the live chat they practically said that the amount will be fully credited back to me via the deposit method. After that I asked him about the ban as he never used bonuses and he replied that he didn't know why because there are other people who manage these things anyway. Unfortunately I have no screen or anything else to attach, now I hope they will credit me the balance as soon as possible

Thank you for your reply, Angelo. In this case, I would recommend that you wait for a few more days to see if the casino processes the withdrawal or not. I will keep this complaint opened and if there is no development, we will intervene. Please, keep us updated.

Additionally, I would recommend that you save all the communication between you and the casino in the future, as it might be strong supporting evidence in cases like this.

Thank you so much for your help, he hoped they would give me my money back also because it is not a small amount that I can overlook

This morning I contacted the assistance again and practically the credit will be re-credited to me on February 9th, that is at the expiry of the 15 days at the closure of the account. At the deadline, I will just have to contact them again

Thank you for the update, zebbo2468. So let's wait until February 9th to see if there is anything new. Please, keep us informed in the meantime.

Dear zebbo2468,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.