William Hill Casino - Player’s complaining about lengthy withdrawal process.

I opened an account with William Hill, deposited 4000 euro won another 4000 and cashed out. I was verified so I had in mind this would be a quick withdrawal. They kept asking me for the same documents, every time i went into the live chat they said; "Please upload your documents" then after telling them I already sent it they told me they would get back to me. Waiting and waiting I get another email that I’m verified again..

Requested another withdrawal thinking now it would work they told me I needed to upload the same documents again for their financial department. I was confused because I never had this with other casinos.

To me that felt like they were deliberately stalling my withdrawal. On William Hill there’s a section "reverse withdrawal" that means that after its gone from there it shouldn’t be possible to cancel as it will be moved to pending. After sending them so many documents, I spoke with a supervisor and he told me he would forward my documents. I asked him to cancel my withdrawal and he did it too while that shouldn’t be possible. A few hours later I spoke another live agent who told me I needed to forward my documents again. I told her I spoke to her supervisor who already forwarded those documents and told me all would be all right.

In the end I lost all the money. I played the funds because I had the feeling I wouldn’t see the money as they kept asking me for the same documents every time I spoke them and then tell me they sent it to the payment verification department. Lying and deceiving me. When I told them that they shouldn’t have canceled my withdrawal they told me that is only for UK players, which I’m not. I find it kinda predatory that they revert withdrawals that aren’t in the "reverse withdrawal section" anymore. I’ve been verified 2 times yet I couldn’t receive the money quickly. That made me sick in the stomach and I felt hopeless.

Dear Diangelo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, since you have played your winnings, there is not much we can do for you.

I can only recommend sharing your experience on our Forum https://casino.guru/forum, where it will be accessible and visible for more players.

Please do not hesitate to contact me if there’s anything else, I could do for you in this matter, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

William Hill verified me twice and yet I couldn’t withdraw the funds. Stalling and asking me the same documents after days. I couldn’t sleep and had a bad feeling in the stomach. Literally drove me crazy and I will continue to write this story everywhere telling people what a scummy casino they are. In the end they canceled my withdrawal and I played the funds cause I felt the winnings were never gonna reach my account. The casinos have gotten too much power to dictate players. Stall payments on purpose while verified. Hoping you play the funds. I will wreak more damage then that 8000 they took from me. They were talking about extra security checks but if that was the case why didn’t they also freeze the balance?

How is it possible that a company with so many cases of deceiving, lying and holding people their money is still able to operate is beyond me.

Once again, I’m sorry to hear about your negative experience. Since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, player is the only one responsible for their account, active balance and all the bets taking place.

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will reject this complaint now. Thank you for your understanding.