The player from Austria is requesting a deposit refund based on the restriction that should have been applied to Austrian players. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
William Hill Casino - Player requests a deposit refund.
Black points: 91
Amount: €600
William Hill Casino
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Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Austrians have a deposit limit of 800 a week. I didn't pay attention and suddenly I was able to deposit 1400. That's a breach of the general terms and conditions from the casino and I can have the unauthorized accepted amount paid back to me.. breach of general terms and conditions and other things.
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1 year ago
Dear Moema87,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Unfortunately, we at Casino.Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casinos database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.
Could you please advise if you have ever requested deposit limits to be applied to your account? If yes, please forward any relevant communication to petronela.k@casino.guru.
Thank you in advance for your reply and understanding.
Best regards,
Petronela
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1 year ago
Translation
No I don't, it is stipulated by william hill that only 800 can be transacted. Is also nothing else that there are exceptional cases or the like.
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1 year ago
Could you please specify where this rule about the maximum allowed deposit can be found? Thank you.
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1 year ago
I do apologize, but do I understand correctly that this is a communication between you and the casino or this has been displayed on the casino's website?
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1 year ago
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It was displayed.. I was blocked because I asked what this is about.
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1 year ago
Thank you for your email. However, could you please send me a statement where transaction dates would be visible? Please understand it is quite difficult to analyze screenshots. Moreover, could you please forward the link to the specific website where the information of the deposit limit for Austrian players is visible?
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1 year ago
Translation
Hy yes everything where who and whg for the payments is from 13.und 14. Went to willhill the paysafe payment confirmation I sent you extra by mail. How you get there is complicated and I think you can only see that if you get on board in Austria...the website is blocked for German customers.. but it's worth a try, this text is next to the contact point, you can find it where on the top right usually the login is available.
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1 year ago
Thank you very much, Moema87, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hi Moema87,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite William Hill Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
Translation
Gladly I couldn't do anything anymore because I was blocked immediately. Also have a lawyer if you should get in the way. That should be solved...
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1 year ago
Translation
You can see for yourself william hill is a coward and does not admit his own mistakes... if a deposit may not have more than 800 euros why can you still deposit 1400?? Something like this is fraud and or theft in my eyes... I trust as a customer that no more than 800 can be deposited if this is set according to the law of the casino.... William Hill is simply a scammer and thief
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1 year ago
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.
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1 year ago
Hi Moema87,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the casino's ADR – an alternative dispute resolution service (it can be found in the casino's T&Cs) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
