William Hill Casino - The player struggles to verify his casino account.

For going on over 6 months now I've been trying to get my money out and they are simply refusing to pay me and lying about why.

They made ridiculous verification demands including several different selfies. Some of these include:

• A selfie of me holding my revolut statement showing my deposit to their site
• A selfie of me holding my high street bank statement showing funding going to my revolut account before my deposit
• A selfie of me holding a piece of paper with my username written down as well as holding my ID

I have complied completely with all their verification requests and they have resorted to just blatantly lying and saying everything I send is wrong and doesn't show what it needs to even though I have highlighted the specific transactions that they asked for.

It is clear they are doing this because they have no intention of paying me and they think they can get away with it.

I have sent over 10 different selfies along with many other documents and they will keep on lying and rejecting them and then asking for more and have no intention of paying me my money.

Hello rona33tuck,

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.

How long exactly has been the verification going on? Which documents were already approved and which one not. When was the last time you spoke to the casino and what was it about? Is your account currently still active?

Looking forward to your answer.

Regards,

Nick

Hi Nick, that has been going on since November.

All my documents have been approved (Id, Card, POA, Username selfie) apart from my selfie holding my statement showing my deposit and my statement showing funding to my revolut. They did verify them before but then when they realised that meant they had to pay me they said they need new ones and kept changing their reason why.

I speak to them every week about this but sometimes they just refuse to give me an agent on live chat or respond to my emails.

My account is currently "locked" so I can't log in.

Thank you rona33tuck for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Okay thank you Nick.

Hello rona33tuck,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite William Hill Casino to join the conversation and participate in the resolution of this complaint.

Dear William Hill Casino,

Can you please provide an update on the status of the player's verification and advise on what might be required to complete the process?

Kind regards,

Adam

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’.

Dear rona33tuck,

There has been no response from the casino so far.

Has there been any further development with your verification?

Kind regards,

Adam

Dear rona33tuck,

Could I ask you once more if there has been any progress with your verification? Please be aware that if we do not hear from you within the set timeframe, the complaint will be rejected.

Kind regards,

Adam

Dear rona33tuck,

As we have heard nothing further from you, this complaint will be rejected as previously mentioned. It can be reopened at any time.

Kind regards,

Adam