William Hill— player complaints: 224 in English

Dear Sir, I am writing to make a formal complaint against William Hill online casino as listed below. 1/Misleading advertising promotions- logging online to what was my William hill account advertising promotion offers were showing. For example if I was to deposit £50 WH would match it (£100) If I won £100 WH would only let me withdraw below the £50 I had deposited in the first place even if following the terms and conditions. This was confusing and frustrating. When first raising the concerns a supervisor named [EDIT] informed me I was only entitled to 10-15per cent of deposit bonus. Therefore overall I am confused to why WH would show me such promotion adverts if I wasn't entitled to them. 2/Terms and conditions- confusing and unhelpful. Trying to get support from WH customers service I have better progress by banging my head against a brick wall. 3/Defamation of character-William hill supervisor [EDIT] because I made a complaint instead of being helpful and attempting to resolve my complaint as stated in a complaint procedure accused me of having a gambling problem. (Which I don't) I was offended insulted and distressed by such remark as a free card out of dealing with my complaint. If somebody had a glass of wine then fell down injured that does not make them a alcoholic or someone with drink problem. 4/William hill supervisor [EDIT] then ended the communication she had suspended my account because of my gambling problem (that I don't have) therefore I am wondering what exactly WH complaint procedure is if they are responding to every complaint with you have a gambling problem and we closed your account (by the way we have your money). 5/Not taking complaints seriously-I try raising the complaint again this time a supervisor [EDIT] responded again making a serious allegation that I have a gambling problem (I don't) and fobs me off by saying if I'm remain unhappy to contact [email protected]. 6/William hill employees contacting customers at approx 3am with unhelpful information and disturbing customers and their relatives when sleeping. Although I made WH fully aware it was a email (chimes) that woke us a executive relations manager responded with not being able to find any outbound call by WH at that time. 7/conning and scamming- I strongly believe William hill have conned and scammed money from me under the grounds of unfair gaming protocols. 8/Dishonest-I strongly believe the reason WH have suspended closed my account to cover up and prevent me from taking my complaint further. 9/Online reviews-there are endless recent reviews about WH online from strangers that are negative and some complaints I can relate to from my own experience with William hill. 10/William hill employees- I have not as of yet had communication with a WH employee that hasn't not been rude, offensive, insulting or unhelpful. Which every time caused me further distress. 11/There is online a recent report from ASA and watchdog about William hill conning/scamming customers with false misleading promotion advertising. 12/William hill have distressed me so much it's beginning to make me both physically and emotionally unwell. I can't sleep, eat or relax because of WH. 13/ there are no options available for customers to opt out of WH promotions so not to fall into the trap of being conned and scammed. 14/William online site-sometimes the site won't connect. 15/ID checks-i am 32 and was born in December 1983. Playing William games online I can't see William hill employees and they can't see me. Not once have WH done a ID check on me. They have my bank card but my niece had her own bank card at the age of 14. Anybody can tick the I am 18 box. I am concerned by William hill security procedures. Not in this instance but another time it could end up easily being a child. 16/on occasions I have logged into my William hill account and swear money I had deposited was less. 17/During playing William hills games online the site would freeze to the point where unable to finish the game and whichever device I was using at the time whether mobile, computer, kindle I would have to turn the device off and on again. Then when logging back on to WH site found that William hill had still charged me for that game. 18/I joined William hill for abit of fun while I'm recovering from a operation. Saying I had a bad experience with William hill is putting it lightly. My experience with WH was hell. 19/second_opinion at William hill-firstly I had a unhelpful response from a executive relations manager called [EDIT]. 20/ I have informed WH that if my complaint isn't resolved I will take legal action and considering the option of reporting the matter of my own money disappearing to the police. 21/Distress caused by [EDIT] - "I have reviewed your emails and whilst I can see that your upset, I am struggling to understand your actual complaint it seems your just generally unhappy" UNHELPFUL response which caused me further distress. 22/Distress caused by [EDIT] - "if you can advise me of your complaint and where William hill have acted incorrectly in handling your account" I WAS Frustrated because I already had raised the complaint numerous times before. 23/Distress caused by [EDIT] -"Unless we receive this information we will not be able to assist you with resolving your complaint" AGAIN I was frustrated I kept having to repeat my complaint and couldn't provide WH with any evidence because supervisor [EDIT] had suspended/closed my account instead of taking my complaint seriously. 24/email received by [EDIT] in order to cause me even more distress-"I am sorry you remain unhappy with our response as previously stated you have not been able to provide us with time whereby you were mislead (think [EDIT] meant misled) we will not be able to help you" WH have trapped in raising a complaint by closing my account down and employees unhelpful as usual. 25/. 11/11/2016 [EDIT] still causing me distress-"following a review of your account the decision has been made to cease trading with you unless we specifically inform you in writing William hill plc are not prepared to operate any betting facilities with you" I was absolutely mortified they have taken via con and scam my money from me then attempting to get rid of me for making a valid complaint. 26/Distress caused by [EDIT] -"This (above) would also apply to the account in someone else's name used on your behalf" Again I was offended being implied fraud. I never had or ever would fraud. I am a law abiding citizen who is police checked CRB for work. 27/ Distress caused by [EDIT] - "Any balance that remains has now been withdrawn back to your registered payment method" this hasn't and I've already checked with my bank. 28/after that disgraceful letter from [EDIT] received a email from William hill-11/11/2016 18:03pm. Advert -20 complimentary spins 29/ I've asked via email WH how much they are refunding me but they are now ignoring me. If possible I would like this matter to be resolved please. I am absolutely disgusted with how William hill have treated me. I would appreciate it if you could please help me to get the matter resolved. Thanks for your time. [EDIT]

Back in April I was playing in my favourite internet casino William Hill and after receiving a small bonus on a large deposit was very lucky to win a big amount. It was nearly £30,000. And not the first time I had won there using a combination of real money and bonus money. Playing in exactly the same way in fact and the first time around there were no issues with my withdrawal. This next time around I withdrew £5000 and they paid no quibble as they always had done. But then when I went to withdraw the rest they didn't give it to me and closed my account. Around about the same time I started receiving e-mails from other casinos in their group (Prestige etc) saying I would no longer receive bonuses and the like. So it seems I did something they didn't like. However, Prestige continued to pay my winnings. So it's all very confusing and I asked William Hill what the problem was but they have been unable to explain to me only copying and pasting a large chunk of the rules. To me this seems like strange behaviour from such a respectable casino so I think it's possible they have got their wires crossed somewhere down the line or just made a genuine mistake. I would appreciate it if you could help me to patch things up with them. My username is [EDIT] and email address on the account is [EDIT] Please do not publish my username and email address. Thanks in advance.

Hello, I have a big problem with William Hill. They closed my account, refuse to pay back my deposits which haven't even been used yet and fail to communicate further details. First of all I would like to hear from ThePogg if they are willing to chase this up for me. It's quite a long story and it will take me 1 hour to type so please firstly confirm if you are taking my case. After confirmation I will type the details of my complaint here. This because I already spent 1 hour of typing on [ANOTHER SITE] and one day later my whole complaint was deleted there because William Hill is a sponsor of them and they don't want any bad publicity. Since I did not save my text there I don't want to risk spilling another hour for nothing. So I'm really looking forward to hear from ThePogg if you are willing to help me with this! Thanks, [EDIT]

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]