William Hill Casino - Igrački račun je nepravedno ograničen i sredstva su zadržana.

Subject: Complaint Against William Hill – Unjustified Retention of Deposited Funds and Excessive Verification Delays

Dear Casino Guru Team,

I would like to submit a formal complaint against William Hill regarding the unjustified restriction of my account and the continued withholding of my deposited funds.

My William Hill account has been restricted since 07.05, and despite my full cooperation with all verification requests, the issue remains unresolved.

During this period, I have repeatedly provided every document requested by William Hill, including:

Identity documents;

Selfie verification photos;

Bank statement;

Additional verification images requested by their Security Team;

Additional photos submitted through live chat on multiple occasions.

Each time William Hill requested further information, I immediately complied and submitted everything requested. I have sent documents numerous times by email and through live chat. However, despite my continuous cooperation, William Hill has failed to provide any meaningful progress or clear explanation regarding my case.

What is particularly concerning is that the funds currently blocked on my account are not winnings, bonus funds, or proceeds from gambling activity.

The balance consists entirely of my own deposited money.

These funds were not won through betting activities and were not generated from any promotional offer or bonus. They are simply my personal deposits, which I deposited into my William Hill account using my own verified payment methods.

Despite this, William Hill continues to withhold my money without providing any specific explanation regarding:

Which document, if any, is considered insufficient;

What exact verification requirement remains outstanding;

Why my account remains restricted after all requested documents have been submitted multiple times.

Instead, I continue receiving generic responses referring only to "security checks" and "internal reviews" without any concrete information or timeline.

I believe that keeping a customer's personal deposited funds blocked for such an extended period, despite full cooperation and repeated verification submissions, is unreasonable and unfair.

I respectfully ask Casino Guru to investigate this matter and contact William Hill regarding:

The prolonged restriction of my account.

The lack of transparency concerning the verification process.

The continued withholding of my personal deposited funds.

The failure to provide a clear explanation of what additional verification is allegedly required.

I am requesting the immediate release and refund of my deposited funds or, alternatively, a detailed written explanation specifying exactly what issue remains unresolved.

Thank you for your time and assistance. I look forward to your intervention and support in resolving this matter.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear mahadi8373,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with William Hill Casino.

Please understand that KYC (Know Your Customer) verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

Please allow me to ask you a few questions, so I can understand the situation.

• Are you able to access the casino? Can you log in to your account?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Please provide the date and amount of money deposited.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Dear Jean,

Thank you for your reply.

Please find below the information you requested regarding my complaint against William Hill.

I am unable to access my account. The account was closed shortly after I registered, and I can no longer log in.

Regarding the verification process, I have fully cooperated with every request made by William Hill. I have submitted:

Two different selfie verifications with two different identity documents;

A selfie holding a paper displaying my username as requested;

A bank statement showing my full name, IBAN, BIC, and all relevant banking details;

Additional copies of my selfie and bank statement when requested again.

The last documents were submitted on 09 June 2026. Since then, I have not received any further response explaining whether the documents were accepted or rejected.

I have not played any games on this account. I did not play slots, live casino games, or sports betting. The funds currently withheld are not gambling winnings. They are my own deposited funds.

My deposits were:

€10 on 06 May 2025;

€320 on 06 May 2026.

The total amount currently blocked is approximately €360.

My main concern is that William Hill has never clearly explained why my documents were not accepted, if they were in fact rejected. I have provided everything requested, including proof of identity and proof of ownership of the bank account used.

I would like to understand:

Why were my verification documents not accepted?

What specific requirement remains outstanding?

Why are my personal deposited funds being withheld?

Why am I unable to receive a refund of my own money after fully complying with all verification requests?

Since these are my own deposited funds and not gambling winnings, I believe I have provided sufficient evidence proving my identity and ownership of the payment method.

I respectfully request assistance in obtaining a clear explanation from William Hill and in recovering the funds that belong to me.

Thank your for clarifying the issue.

Could you please share all relevant communication with the casino?

Please also forward the documents that you have sent for verification to jean.s@casino.guru or post screenshots here.

We have sent you an email, please check all the details!

Dear mahadi8373

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite William Hill Casino representative to join this conversation.

Dear William Hill Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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’ which may negatively affect its rating.