William Hill Casino - Player claims that payment has been delayed.

Hi,

It's since 13 February 2023 I made a tiny withdrawal of just 11£ (probably just to test they would pay!) but this 'so-called' brand casino is refusing to pay even this sum!! They keep sending me emails about my debit cards verifications, every f*cking single day!!! I have sent them all my cards scanned and 'screenshooted'. I also have deposited before!! Now what's wrong?! They are delaying the withdrawal on purpose!! And it can't be!! At the same time I am having a similar issue with their sister-site Mr Green UK (for an amount of 23£!): they 'pretend' I am using a proxy, but I have sent my UK bank account (and my IDs, too)! You can't have withdrawing issues from two casinos, with the same management at the same time, unless they don't want to pay!! It's a pity!!

Dear skywalkerxxx27,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Lol They now closed my Mr Green UK account with money in it, Kristina!! These are a bunch of shameless SCAMMERS!! They think they are 'smart', but they harm only their own business. Thank God they were not hefty sums!!! Also, they put in suspicion the other casinos and their mode of operating online! I have played on WH local shops, and never had any issues. I thought online casinos have a very individual feel, that's why I opted for an online account. I don't know what to say...!

Thank you for your reply, skywalkerxxx27. Have you made any successful withdrawals before? Could you please advise if you received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

No, only on local shops. But online no. I have made deposits, though..

I’m very sorry but you haven’t answered all of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Successful verification: I have sent all my documents (including all my credit cards) and as, I previously stated, they keep telling me everyday to send the card verification I made the deposit (which I have sent several times).

Successful withdrawals before: No.

I have accumulated my winnings with deposit but no bonus.

Unfortunately, I received the information that the casino is not able to provide us with the details and/or any other information regarding the players' complaints anymore. Due to its strict internal policy and GDPR, it cannot share any data with 3rd party services.

The casino representative recommends contacting directly the casino's Customer Support, as the data should be kept between you and the casino.

Could you please contact the casino's Customer Support and let me know what they replied to you regarding your issue? Is there any progress?

Thanks. You may close the complaint then.

I understand. I will now close this complaint as per your request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.