William Hill Casino - Player’s requesting all deposits to be refunded due to existing registration with Gamstop.

Hello i was wondering if you could help me i had an account with William hill for almost 3 years and i net deposits were around £6000 this whole time i had this account i was on gamstop and i also had opened multiple accounts with them previously. Anyway they closed my account in January due to realising i was on gamstop this severely affected my mental health as I obviously havr a gambling problem and knew i would not be able to win any money back. I went through the complaints process and it took them over 8 weeks to get back to me and tell me they would not take any responsibility and would not refund any deposits. It was clear from my account they way i would gamble and constantly put on deposit limits and remove them that i had a problem and they were just happy to keep taking my money. Do you think there is anything else i can do or shall i just give up now. They said my gamstop didnt match what they had my name is janine and they had janie and my dob is 10/2/88 and they had 10/2/89

Dear janineharrison,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your Gamstop registration? My email address is petronela.k@casino.guru.

I checked the statement from the casino and learned that they found several inconsistencies while checking your Gamstop application against your credentials used for casino registration. Could you please elaborate?

We will do our best to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

They said there was inconsistencies in my name as it was missing 1 letter and my date of birth was 89 not 88 if this was the case then they didn’t preform the kyc checks properly and i should of been made to prove my identity my email and home address were what was on my gamstop registration so i just don’t understand how they can get away with not taking any responsibility for this

Also they eventually closed my account because they realised i was on gamstop so how can they say my details weren’t correct

Thank you very much, janineharrison, for providing all the relevant information. Since the issue is related to your Gamstop registration I would suggest contacting them directly. We do not know their internal processes and can’t judge the issue properly. Please let me know if you need any assistance while filing an official complaint. 

Dear janineharrison,

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.

I wish I could be of more help. I’m 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. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.