An Italian player had encountered an abrupt disappearance of his 299.99 euros winnings from his balance. He was also facing difficulties getting assistance and having his document accepted for verification. Despite our attempts to communicate with him and request for necessary information to investigate the matter, the player did not respond. Due to this lack of cooperation, we were unable to investigate further and the complaint was rejected.
William Hill Casino IT - Player's winnings mysteriously disappear.
Amount: €300
William Hill Casino IT
Safety Index:HighSafety Index
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8.7
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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8 months ago
Translation
Hello, after winning on a few slot games, my balance of 299.99 euros has magically disappeared within minutes, and I am unable to receive assistance.
Additionally, they are not accepting my document
Automatic translation:
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8 months ago
Hello Penna109,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with William Hill Casino IT. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? Can you please advise if you did use any kind of bonus to accumulate your balance? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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8 months ago
Translation
Hi, so I basically registered yesterday, I was told that to validate the account they also needed pages 4 and 5 of my passport (already sent 3 times) but with refusal of validation and still asking me for the same document.
As regards the missing balance, I was only able to speak to an operator once, who told me that my balance was blocked on the "legacy of dead" slot, which however, having no balance, I was unable to open, so I paid an additional 10 euros to be able to enter the slot, but no trace of the 299.99 euros.
Right now I no longer receive a response either by email or by phone or by chat.
Thanks again for the support, I don't know how I can resolve this situation.
Another info I can give you is that I was. I entered another slot doing only one spin to unlock the welcome free spins when I left I entered the legacy of dead and from there it updated the page with a balance of 0
Edited
Automatic translation:
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8 months ago
Hello Penna109,
Would it be possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru?
