William Hill Casino - Player's withdrawal is delayed.

I submitted withdrawal requests to William Hill, but 2 payments —JPY 4,750,000 (€3,166) and JPY 60,000 (€400)— have not been deposited even after more than a month.

I have repeatedly contacted William Hill via live chat and other means, but I have yet to receive a clear response regarding the status.

While I can tolerate a short delay of a few days, the current situation far exceeds standard transaction timelines.

Despite requesting official documents, such as the transfer history or reference numbers that justify the transactions, I have received no such information.

The responses I get are consistently vague, often summarized as "No worries."

At this point, a substantial sum of €3,566 remains unaccounted for, and there has been no appropriate action to resolve the issue. Upon reporting this to MGA, I was advised to consult eCOGRA, but I decided to seek assistance here first.

I kindly request your cooperation in resolving this matter.

Dear okayukeisuke,

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.

Have you made any 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?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dominika, I greatly appreciate your cooperation.

Have you made any successful withdrawals before?

→ Yes. However, the first successful withdrawal was #1530720588, JPY 481,738 as listed below. Kindly refer to the details provided below.

Could you please confirm that you have passed the KYC verification?

→ Yes. I have submitted all the required documents, and the KYC verification has been completed without any issues.

Did you accumulate your winnings with or without an active bonus?

→ The winnings were accumulated without any bonus and were earned solely through gameplay with my own funds.

Summary of the Issues:

・For 2 withdrawal requests, even after the completion of the withdrawal process by William Hill, the funds have not been received after one and a half months (equivalent to 30 business days).

・I have requested documentation to prove the transfers multiple times, but no feedback has been provided.

・There has been no progress in tracking the transfers, such as confirmation with intermediary banks.

・Despite repeated inquiries to support, there has been no clear response, which reflects a lack of transparency regarding information disclosure.

Detailed Explanation:

Initially, I submitted 3 withdrawal requests, but the funds did not arrive even after the stated timeline (5-10 business days).

Therefore, I have continued contacting support.

Below is the information verified by William Hill.

(Regarding the third payment (#1530720588, JPY 481,738), the funds were finally received on December 12, exactly one month after William Hill’s process completion.)

As of now, the first payment (#1523532084, JPY 475,000) and the second payment (#1524315557, JPY 60,000) have not been received, and I have not received any updates from support regarding the investigation.

I have repeatedly contacted support, but their responses remain vague and unhelpful, such as:

"The process is complete on William Hill's side, so check with the receiving bank."

"No worries."

"We will let you know by email."

I have already confirmed with my receiving bank, but they have not received any information regarding a foreign transfer.

The receiving bank has also informed me that they cannot track the funds and that the sending bank must be contacted.

However, since William Hill has not provided any details about the transfer, I cannot confirm whether the funds were actually sent.

My ultimate goal, of course, is to receive the funds currently on hold.

However, I also hope for greater transparency in information sharing and improved customer support.

I have retained chat records relevant to this case as far back as possible, and I have also prepared bank transaction statements for my account.

If there are any other documents required for verification, I am more than willing to cooperate.

Situations like this jeopardize the trust and enjoyment of the gaming environment.

The longer this problem persists, the more it damages trust in the entire industry.

I kindly ask for your full cooperation to resolve this issue promptly.