William Hill: shameful behaviour

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  • thehun
    SBR Rookie
    • 10-18-11
    • 20

    #1
    William Hill: shameful behaviour
    I recently requested a payout from WH and a few days later I received the following email from them:

    Dear XXXXXX,

    In our ongoing efforts to ensure the highest levels of security are maintained regarding the legitimate use of our site, we have sanctioned your William Hill account (please note that you may not notice any difference depending on what products/services you have historically used with us) as a precautionary measure.

    We now ask that you provide the following documents (scanned documentation is preferable with 300DPI) for security reasons (**note that you will have to remove some of these options based on the specifics of the case you are dealing with**):

    - a recent copy of an utility bill verifying your name and address registered on your account


    Please forward all of the following by e-mail to documents@willhill.com as attachments in .JPEG format. Or alternatively fax on 0808 2801485, marking them with your account number or username. ,

    We are sure that you appreciate the need to ensure security is maintained at all times.

    If you have any questions about this, we invite you to contact our customer services department to discuss the matter.

    A member of our Customer Support Team is available to help you 24 hours a day, 7 days a week, at SUPPORT@WILLHILL.COM or via our ‘live chat’ link that appears in the ‘my account’ section when you are logged in, or via one of the following phone numbers:

    U.K. 0800 085 6296

    International: 00 800 3551 3551


    Thank you for your understanding and co-operation in this matter.

    Risk Management


    I have sent them what they asked for but I haven't received a reply for over a week now, despite sending several emails, calling their hotline number and even live chatting. All they say "we are still reviewing it".

    Until now I trusted this bookie, but this unprofessional behaviour makes me suspect that something is wrong.
  • allin1
    SBR MVP
    • 11-07-11
    • 4555

    #2
    It usually takes a couple of days... but william hill are solid. I know it can be disappointing to wait that long and indeed it is a bit strange, but you don't have anything to worry about, unless they suspect you for being a fraudster in which case the long wait is understandable.
    Comment
    • mrmarket
      SBR MVP
      • 01-26-10
      • 4953

      #3
      What country are you from?
      Comment
      • MatI
        SBR Hall of Famer
        • 02-17-11
        • 5200

        #4
        I was able to provide scanned copies of all my documents and had everything approved on live chat within 10 minutes. They are solid.
        Comment
        • thehun
          SBR Rookie
          • 10-18-11
          • 20

          #5
          Originally posted by mrmarket
          What country are you from?
          I'm from Spain.

          What bothers me is that they don't even answer to my emails, and I can't understand how it can take so long to "review" a simple phone bill. Even if they are not a fraud, I find the behaviour highly unprofessional.
          Comment
          • byronbb
            SBR MVP
            • 11-13-08
            • 3067

            #6
            A week really isn't that long.
            Comment
            • thehun
              SBR Rookie
              • 10-18-11
              • 20

              #7
              Originally posted by byronbb
              A week really isn't that long.
              Well I think it's a lot more than a so-called serious bookmaker should allow themselves. I have been betting for many years and until now I haven't been treated this way by any "reputable" bookie.

              Anyway, do you want to know what they finally replied?

              They ask me to send:

              - A copy of my spanish DNI (I don't have one as I am not a spanish citizen). They already have a copy of my passport.
              - A copy of a CC which I used many years ago but which I have destroyed since then as I have closed the bank account linked to it. My latest transactions were done through Moneybookers.
              - A PHOTO of a recent utiliy bill (a scan or PDF won't do!!). I cannot provide this either as my phone bill (which they already have) and bank statements come in a digital form (PDF), and anyway I don't have a digital camera and don't intend to buy one just to make them happy.

              Do you still think a legit company would make up such silly requests if it didn't have the final intention of actually keeping your money?
              Comment
              • allin1
                SBR MVP
                • 11-07-11
                • 4555

                #8
                Originally posted by thehun

                Do you still think a legit company would make up such silly requests if it didn't have the final intention of actually keeping your money?
                yes I think legit companies especially from UK would do this to prevent fraud attempts. Why would they bother thinking about stiffing anyone when they already make a lot of money?
                Comment
                • thehun
                  SBR Rookie
                  • 10-18-11
                  • 20

                  #9
                  Originally posted by allin1
                  yes I think legit companies especially from UK would do this to prevent fraud attempts. Why would they bother thinking about stiffing anyone when they already make a lot of money?
                  Come on, don't make me laugh. Is it legit to ask now for a copy of a card which I haven't used since 2010? So I guess since I can't provide it they will be entitled to keep my money, right? How pretty convenient for WH.

                  I know they make a lot of money, but so do many telephone companies and that doesn't stop them from regularly stealing from their customers, does it? Never underestimate greed.
                  Comment
                  • MatI
                    SBR Hall of Famer
                    • 02-17-11
                    • 5200

                    #10
                    Originally posted by thehun
                    Come on, don't make me laugh. Is it legit to ask now for a copy of a card which I haven't used since 2010? So I guess since I can't provide it they will be entitled to keep my money, right? How pretty convenient for WH.
                    Again, they wouldn't ask unless they had concerns of fraud. I had my identification documents approved with William Hill in 10 minutes.

                    They wouldn't have asked for a copy of your CC card unless you tried to use it with them.
                    Comment
                    • korbal29
                      SBR Wise Guy
                      • 10-25-09
                      • 751

                      #11
                      they are just waiting for you to gamble back and lost it I am pretty sure you have access to your withdrawal and can bet it..they did this shit to me before and I fell for it like an idiot...one of the worse book with their delay tactics..you wil be paid
                      Comment
                      • JayZ
                        SBR High Roller
                        • 03-19-12
                        • 184

                        #12
                        It may not have helped that there has been an extended holiday period in Gibraltar and the UK for the Diamond Jubilee this week.
                        Comment
                        • allin1
                          SBR MVP
                          • 11-07-11
                          • 4555

                          #13
                          Originally posted by thehun
                          Come on, don't make me laugh. Is it legit to ask now for a copy of a card which I haven't used since 2010? So I guess since I can't provide it they will be entitled to keep my money, right? How pretty convenient for WH.

                          I know they make a lot of money, but so do many telephone companies and that doesn't stop them from regularly stealing from their customers, does it? Never underestimate greed.
                          They won't keep your money if it is not fraud attempt. WH are solid. All UK books are.
                          Comment
                          • thehun
                            SBR Rookie
                            • 10-18-11
                            • 20

                            #14
                            Originally posted by allin1
                            They won't keep your money if it is not fraud attempt. WH are solid. All UK books are.
                            Who decides if it is a fraud attempt and under which criteria? If I can't provide those documents does it mean I am a fraudster and they can happily keep my money?
                            Comment
                            • thehun
                              SBR Rookie
                              • 10-18-11
                              • 20

                              #15
                              Originally posted by korbal29
                              they are just waiting for you to gamble back and lost it I am pretty sure you have access to your withdrawal and can bet it..they did this shit to me before and I fell for it like an idiot...one of the worse book with their delay tactics..you wil be paid
                              I really hope so... now I'm at the verge of going to the Spanish gambling regulation authority with this. I don't know if it will help but at least they will have to respond to them and justify their unwillingness to pay.
                              Comment
                              • allin1
                                SBR MVP
                                • 11-07-11
                                • 4555

                                #16
                                Originally posted by thehun
                                Who decides if it is a fraud attempt and under which criteria? If I can't provide those documents does it mean I am a fraudster and they can happily keep my money?
                                I don't know exactly. You can contact justin7, he deals with complaints and he has experience with all these bookmakers and their procedures. He can also tell you if they indeed are messing around with you. Try sending him a pm if you want.
                                Comment
                                • thehun
                                  SBR Rookie
                                  • 10-18-11
                                  • 20

                                  #17
                                  Originally posted by allin1
                                  I don't know exactly. You can contact justin7, he deals with complaints and he has experience with all these bookmakers and their procedures. He can also tell you if they indeed are messing around with you. Try sending him a pm if you want.
                                  Thanks, I have already submitted a complaint form through the site, let's see what they say.
                                  Comment
                                  • Birre
                                    SBR High Roller
                                    • 08-12-10
                                    • 225

                                    #18
                                    nvm
                                    Comment
                                    • thehun
                                      SBR Rookie
                                      • 10-18-11
                                      • 20

                                      #19
                                      Once again I have sent these crooks everything they asked for in their own silly way but they still aren't bothering to give me an answer.

                                      BEWARE OF WILLIAM HILL!!!
                                      Comment
                                      • DitKent
                                        SBR High Roller
                                        • 09-11-10
                                        • 189

                                        #20
                                        willhill are solid and legit, and I don't blame them for trying to ensure that every client that joins is the same.
                                        Comment
                                        • byronbb
                                          SBR MVP
                                          • 11-13-08
                                          • 3067

                                          #21
                                          Withdrew 1200 via canadian processor received in less than 24 hours.
                                          Comment
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