William Hill Casino - The player's account got closed.

Living in ireland, playing in william hill, problem with withdrawal last 4 weeks, cant log into my acc, support not helpful much.

Hello ivanjurcevic2,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with William Hill Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account closed? Did they close it during the verification process? Did you ever deposit into the casino or claim any bonus?

Looking forward to your answer.

Regards,

Nick

Hi , acc got closed 4 weeks ago, no bonuses used, my money , last 4 weeks i got a lot of promises from chat that i will get acc back or my 150e withdraw, i even had one agent doing the withdraw direct 9n my card without opening the acc back. There is plenty of screenshots of chat.

We were going to cirlcles , and in saturday they asked me to verificate again but i pointed that i sent valid proofs , because they asked some recent one , ive sent 3 days old.

Thank you ivanjurcevic2 for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick, update, almost 10 days after last verification and nothing happened since than.

This was today.

Hello, ivanjurcevic2,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite William Hill Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear William Hill Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked and fully verified? What is the estimated time frame to finish his casino account review?

Thank you in advance for providing the information.

We would like to ask the 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, we will close the complaint as ‘unresolved’.

In that case , what should i do to retrieve my money of them?

The only option how to try to get your funds is to consult directly with the gaming authority that regulates the casino or submit a complaint with it.

However, I am in contact with a casino representative and I am waiting for more information. If we do not receive any relevant information from him, until the timer expires, then I would recommend you contact the regulator.

Hi Branislav, what regulator are we talking about , because we have no change in our status, many thanks

Hello, ivanjurcevic2,

We are talking about MGA. However, as was mentioned, I was in contact with the casino representative and he answered my questions without a problem. Last time, he informed me that the appropriate casino department was informed and he will let me know once he receives the details. Therefore, I am extending the timer one more time, by another 7 days, and providing the casino with a few more business days to react to this complaint.

So, please, be patient and positive. I sincerely believe the casino representative will contact me in the following days. I will let you know as soon as possible when I am provided with the details regarding your issue. If there is no progress until this timer expired, this time the complaint will be closed according to the available information.

Thank you very much for understanding.

Dear ivanjurcevic2,

Unfortunately, I received the information that the casino is not able to provide us with the details and/or any other information regarding the players' complaints anymore. Due to its strict internal policy and GDPR, it cannot share any data with 3rd party services.

The casino representative recommends contacting directly the casino's Customer Support, as the data should be kept between you and the casino.

Could you please contact the casino's Customer Support and let me know what they replied to you regarding your issue? Is there any progress?

No progress at all, i should be getting the email from casino but nothing happening.

And when did you contact the casino's support for the last time?

10 minutes ago.

Alright, ivanjurcevic2, I understand. Thank you for the update and I am sorry for the delayed reply.

Unfortunately, since we have not received any response and/or relevant data from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating.

As was already mentioned, there is one more option on how you can try to resolve your issue or speed up the process - I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the update received from the player, we are updating the complaint result and categorization.

"I have a update, received the money on my bank account and no other explanation why is my acc still suspended after 3 months"

Thank you, ivanjurcevic2, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have finally received your funds. Unfortunately, the casino has the right to close a player's account and stop providing its services to any player at any time, and we accept its decision when it pays the player's remaining balance out.

As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru