The player from Austria faced a delay of over 3 weeks for two payments of €500 each from WilliamHill Online Casino, which was significantly longer than the stated 3-5 business days. Despite repeated attempts to reach customer service through LiveChat, emails, and phone calls, they received no substantial response. The Complaints Team attempted to mediate the situation; however, the casino declined to cooperate in resolving the dispute. As a result, the complaint was marked as 'unresolved', and the player was advised to pursue alternative channels for resolution.
William Hill Casino - Player's withdrawal has been delayed.
Black points: 134
Amount: €1,000
William Hill Casino
Safety Index:HighSafety Index
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8.0
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Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 months ago
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Public
3 months ago
Translation
I have been waiting for over 3 weeks for 2 payments of €500 each, which supposedly should take 3-5 business days for withdrawal.
We are talking about WilliamHill Online Casino.
A withdrawal might get delayed sometimes, that’s not a problem. But I have been waiting since July 30th, which is now 15 business days.
That’s why I’m trying to contact customer service.
For the past 2 weeks, I’ve been trying to reach them daily. In the LiveChat, I’m in the queue for at least 30 minutes every day and am supposedly always the next in line (yet after 15 attempts, I still haven’t gotten through).
I keep sending emails regarding my issue and only receive an automatic reply saying my issue will be addressed ‘promptly’, but I get absolutely NO response or information beyond that.
And calling their phone number also doesn’t get anywhere.
What should I do? WilliamHill owes me €1000 and I feel like there’s nothing I can do. Otherwise, I will have to get a lawyer if it comes to that.
Looking for help.
Thank you and best regards.
Automatic translation:
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3 months ago
Dear redbullmo,
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.
- Do I understand correctly that you have made successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 months ago
Translation
No, there have been no successful withdrawals before, but there have been some successful deposits, which is never a problem with casinos.
I was never asked for KYC verification. You can complete the verification via live chat or by email. However, I didn't get a response in either case. Nevertheless, a week ago I sent all the necessary data for KYC verification to the people in charge by email. In theory, I did everything for a successful KYC verification, but of course I didn't get a response or feedback here either.
I collected the winnings without a bonus!
I earned the winnings with money I deposited myself.
Best regards,
Moritz
Automatic translation:
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2 months ago
Thank you for your reply, redbullmo. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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2 months ago
Translation
I sent you an email with several screenshots on this topic.
I would like to mention again that the payout has been shown as 'in processing' for a whole month, even though my payout method (bank transfer) stated that the payout would take 3-5 business days.
And for over 3 weeks I have been trying to contact the 'customer service' of these WilliamHill criminals by email, live chat and telephone. Every single time, unsuccessfully, no matter how and how often I try.
Please help me get this money from these criminals, thank you very much.
I am also attaching some screenshots here.
Edited
Automatic translation:
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2 months ago
Dear redbullmo,
Regrettably, the casino informed us that they do not wish to cooperate with us on solving the player's disputes and we should advise players to cooperate with the casino's support. 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, if your complaint isn't resolved with the assistance of the support, I recommend you submit a complaint to eCogra using their free ADR service here. You may also submit your complaint to the Maltese Gaming Authority here or by email at: support.mga@mga.org.mt.
I am sorry we could not be of more help on this occasion.
Best regards,
Kristina
