William Hill Casino - Player's deposit limit was exceeded and the account was closed.

I had a account with William hill over 12 months with a £500 deposit limit, they never allowed me to go over this so every month I deposited and lost £500, but in June 2023 my luck changed I won, the money went into my account, I was feeling down as my dog was ill, so to take my mind of that I started gambling I lost all my winnings plus £2100 I contacted them to ask why I was allowed to do this as I have a £500 limit on my account they just closed my account

Dear Ant4444,

Thank you very much for submitting this complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you only had a deposit limit set in your account? Please bear in mind that this feature limits only the maximum amount of money you can deposit into your account. It does not affect the amount you can lose.

Have you received any response from customer support regarding your account closure? If so, please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Ant4444,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

am aware that it has nothing to do with loss limit, I was allowed to deposit far more than my £500 deposit limit to protect myself, I was able to deposit way over that

Could you please specify when exactly you set the deposit limit? What type of deposit limit is it (daily, weekly, monthly)?

Kindly forward the communication between you and the casino regarding the breach of your deposit limit to veronika.l@casino.guru.

Have you received any explanation as to why your account was closed?

The £500 a month deposit limit was set from when I opened my account some 12 months earlier, every month I deposited and lost £500. Then my luck changed I won, I think it was about £1700, about a week later I was upset and started gambling chasing my losses, when before I was not able to deposit more than £500, but that night I was allowed to deposit £2700 plus, I contacted them to why I was told that because I had previously won I was able to go above the £500 I ask why as that was there too protect me, I was then told that I was a high risk gambler sent all this help stuff to help me stop gambling and closed my account

Could you please forward the communication between you and the casino regarding your losses and the deposit limit to veronika.l@casino.guru? Thank you.

I’ve had a new phone since then , and am sorry to say all communication has been lost, you can see that in my bank statements that I was able to deposit way and above my £500 per month limit they said because I won that it was ok to deposit them sums

Could you please advise what payment method you used for deposits? Do I understand correctly that your deposit limit was working correctly until the moment you won a higher amount?

I used my debit card and yes the £500 deposit limit worked until I had a change of luck and won, then I was able to deposit all that money they said it was because I had won that money I was able to deposit that money they said it was a £500 loss deposit limit, never heard such rubbish I lost £500 every month so I was never in any profit with that win I had that month I was thousands of pounds down

Dear Ant4444,

Regrettably, the casino informed us that they do not wish to cooperate with us on solving the player's disputes. I’m afraid there is not much that can be achieved without cooperation from the casino's 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 IBAS, an alternative dispute resolution service (https://ibas-uk.com/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players.

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 (veronika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,