William Hill — player complaint #67308, 2013-07-09: verification

Hello, I would like to make a complaint against William Hill casino. I have first opened an account with this casino on 14.04.2010 and been a loyal customer ever since, playing constantly. On 16.11.2012 my account was closed and I have received an e-mail that I have to send some notarized documents by post, even though my account was previously verified. After a few days I have sent all the documents they have asked, with express mail. In the e-mail was also stated that once the requested documents were received, they will advise me accordingly on the matter. Normally, it takes maximum 2 weeks to receive the documents. After 1 month I have sent the documents again, thinking that maybe they didn’t received them. Almost 9 months have passed and I still didn’t get any answer regarding my account. Meanwhile, I kept trying to find out why was my account locked and why is taking so long to verify some documents. I was speaking with the live support, but every time their answer was that I have to wait and they are still checking this matter, avoiding to answer whether they have received my documents or not. Two weeks ago I have demanded them to tell me if they have received my documents, and they said no, even though this was impossible. After a few days (on 04.07.2013) I have asked another person from live support if my documents were received and they confirmed that yes and that I will receive in 48 hours an e-mail with an update regarding my account. I have no update... I have a large sum of money into my account, and it is very upsetting that these money are locked there for so long. It is outrageous to wait for a verification 9 months!!! I have sent them everything they asked! I think that William Hill did not treated me with respect, they were unfair, and this behavior does not fit “the world's biggest bookmaker”, as they like to call themselves. Casino username: [EDIT] e-mail: [EDIT]