William Hill Casino - Player is having difficulties completing the KYC verification.

Hello.

I got into an unpleasant situation at williamhill.com.

I registered with williamhill and played with them, but once my account was blocked and I could not log into my account. I contacted the support service and I was told that to unlock the account I need to go through the verification procedure and provide documents for verification. I uploaded documents but didn’t receive a response. A few days later I asked in a chat when my documents will be checked? In the chat I was asked to take new photos of documents and send them again. I took new photos and posted, but received the answer only after a few weeks. I was again asked to take new photographs of documents. Again I took new photos of the documents, uploaded them, and again the support service ignored me.

I downloaded various documents in live chat and sent to the mail about 7-10 times - passport photo, selfie with passport, utility photo, selfie with utility, selfie with a leaflet on which my login is written, screenshots and photos of my account neteller, screenshots and photos deposits in williamhill from my neteller account. I always made new photos. But each time they send me a letter that my documents have been transferred to the appropriate department, and after a few weeks they ask me to send new documents again.

This story has been going on for more than a year, I do everything they ask, but I can’t log into my account. The last time they asked me to take new selfies photos with a passport and utility in another room, on a different background. I took these photos and sent them an email 12/13/2019. The next day I received a letter stating that my documents were handed over to the appropriate department and will contact me shortly. However, 30 days have passed since I sent the documents, but I did not receive a response from them and I can’t log into my account.

Please help me unlock my account and withdraw money from willhill

Thank you in advance for your help.

Dear Aliaksandr,

Thank you for submitting your complaint. I’m very sorry to hear about your misfortunate situation. I will contact the casino and ask them for any kind of advice on how to speed up the process. I hope they can offer us a guideline how to complete verification process. Before I proceed with contacting the casino, could you please tell me if there is any withdrawal pending since your account has been blocked? Thank you in advance for your reply.

Best regards,

Petronela

Hello. Thanks for the help. On my balance sheet is approximately 4,200 US dollars.

Dear Aliaksandr,

Thank you very much for your quick reply. I contacted the casino regarding your issue. Hopefully, we will receive a response soon and sort this case to your satisfaction.

William Hill Casino, please could you advise? Thank you in advance for your reply. 

I do not really understand you. If you mean my advice, then I would not advise anyone to play there. I am very sorry that I made a deposit there and played.

We would like to ask the William Hill 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’.

Since, we are communicating with both sides through emails, we extend the timer by 7 days and wait for the player’s update. 

Hello. Unfortunately, I did not receive any response from William Hill.

The last reply from the casino (via email, dated 17/01/2020)

"Hi Petronela

Many thx for your quick reply.

I will contact now with Affiliate Support for them to give support to this customer.

You can tell the customer that our Affiliate support will contact him to solve this situation asap."

Unfortunately, nobody has reached out to the player since. We would like to ask the William Hill 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’.

@Aliaksandr, I’m very sorry I couldn’t help you more with this case.

Unfortunately, no one contacted me. I really appreciate your help. I'm sure you did everything you could. Thank you very much.

Good evening.
I just sent documents to williamhill.

Thank you Aliaksandr for the information. Please, keep me updated.

Dear Aliaksandr,

Please could you update the complaint? Is there any good news to share with us? I will be waiting for your reply patiently.

Hello.

I sent them a utility photo. I was also asked to send screenshots of a neteller showing replenishment. However, in neteller, transaction history is only available for 1 year, and in William Hill I played in 2018. I sent screenshots of my neteller wallet to William Hill and explained the situation to them, but have not yet received an answer from them.

Hello. William hill asked me for a photo of another identity document and a bank statement. I sent them these documents.

Thank you Aliaksandr for the update. I have contacted the casino again yesterday, but I didn’t receive a reply yet.

Hello.
William Hill again asked me for a selfie photo with my face identity document and a bank statement. I sent them these documents now.

We would like to ask the William Hill 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.