The player from Austria has requested a partial refund of the amount which has been deposited due to technical glitch incorrectly. The casino requested documents for the verification unfortunately, the refund is still pending since. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
William Hill Casino - Player’s refund has been delayed.
Black points: 105
Amount: €2,500
William Hill Casino
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8.0
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Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
8 months ago
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4 years ago
Translation
On August 26th, 2020 I deposited the amounts of 1250, - twice into my account. During the login times, I kept having technical problems on Williamhill's site. In order not to run the risk of losing the amounts, I asked Williamhill to pay back the amounts using the same payment method. On August 27th, 2020 I received an email with the request to bring my proof of income (account statement 12 months, 3 pay slips or proof of payments). The investigation should take 48 hours - until today my account is closed and WH will not pay my money back either! I am always only consoled that at some point an information comes from the management. I want my money back, that's one of their cheek.
Automatic translation:
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4 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if it were your first deposit in this casino? Have you completed KYC verification successfully in the past?
Please understand it is nothing unusual to be prompted to complete a full account verification even if you request a refund only.
If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
Hello, I have been a WH customer for many years and I have updated my account again and again and KYC has been checked several times! thank you
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4 years ago
Thank you very much, Michael, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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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4 years ago
Hi Michael,
I'm taking over your case. Let me ask you a question. Have you also played any games, or just made a withdrawal?
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4 years ago
Translation
Hello, I didn't play a game when I made a deposit and after the further deposit I had problems using the games. I pointed out the technical problems at the casino and asked for the amounts to be refunded before they were lost due to technical problems. thank you
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4 years ago
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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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4 years ago
Hi Michael,
I tried to contact the casino repeatedly by email and Skype, but it failed to reply. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. I wish I could be of more help.
Best regards,
Peter
