William Hill - Self-exclusion ignored
I am writing to you today to file a complaint against William Hill Casino.William Hill holds and operates under MGA/CRP/121/2006MGA/CRP/121/2006-02 same license as Mr Green Casino MGA/CRP/121/2006.
The ground to my complaint is being allowed to open and deposit at William Hill Casino despite being earlier voluntarily self-excluded at Mr Green due to my gambling condition.(Both share the same licence). This was done using the same Id,debit card,name,telephone, address,birth date and no bonus. I never knew they shared the same network, I obviously discovered it lately by reading your web complaints section.
Due to my gambling addiction and With the insufficient processes in place I was able unknowingly to create a new account even though I am self excluded permanently with Mr Green (Since Mar 7, 2021 ) and deposit a sum of money in William Hill casino on the 22nd and the 24th of Dec,2021.
Both casinos have shown a Complete disregard for the protection of vulnerable customers and lack of procedures for responsible gambling.They also Failed to perform the adequate checks required under Mga rules by ignoring their responsibilities with regards to vulnerable customers, self exclusion policies.This show certainly shows an element of irresponsibility from William Hill. I also think in first place by being allowed to open a new account with Mr Green and within 2 days make a total of $5000 without any kind of Id check or communication is a total failure of the required KYC, AML checks. It is clear that Mr Green is completely ignoring its responsibility with regards to vulnerable customers, self exclusions and KYC, AML . I have all the proof of emails,chat on bank statements if needed! Thank you for looking into this matter.
