William Hill Casino - Оттеглянето на играча се забавя.

I submitted withdrawal requests to William Hill, but 2 payments —JPY 4,750,000 (€3,166) and JPY 60,000 (€400)— have not been deposited even after more than a month.

I have repeatedly contacted William Hill via live chat and other means, but I have yet to receive a clear response regarding the status.

While I can tolerate a short delay of a few days, the current situation far exceeds standard transaction timelines.

Despite requesting official documents, such as the transfer history or reference numbers that justify the transactions, I have received no such information.

The responses I get are consistently vague, often summarized as "No worries."

At this point, a substantial sum of €3,566 remains unaccounted for, and there has been no appropriate action to resolve the issue. Upon reporting this to MGA, I was advised to consult eCOGRA, but I decided to seek assistance here first.

I kindly request your cooperation in resolving this matter.

Dear okayukeisuke,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dominika, I greatly appreciate your cooperation.

Have you made any successful withdrawals before?

→ Yes. However, the first successful withdrawal was #1530720588, JPY 481,738 as listed below. Kindly refer to the details provided below.

Could you please confirm that you have passed the KYC verification?

→ Yes. I have submitted all the required documents, and the KYC verification has been completed without any issues.

Did you accumulate your winnings with or without an active bonus?

→ The winnings were accumulated without any bonus and were earned solely through gameplay with my own funds.

Summary of the Issues:

・For 2 withdrawal requests, even after the completion of the withdrawal process by William Hill, the funds have not been received after one and a half months (equivalent to 30 business days).

・I have requested documentation to prove the transfers multiple times, but no feedback has been provided.

・There has been no progress in tracking the transfers, such as confirmation with intermediary banks.

・Despite repeated inquiries to support, there has been no clear response, which reflects a lack of transparency regarding information disclosure.

Detailed Explanation:

Initially, I submitted 3 withdrawal requests, but the funds did not arrive even after the stated timeline (5-10 business days).

Therefore, I have continued contacting support.

Below is the information verified by William Hill.

(Regarding the third payment (#1530720588, JPY 481,738), the funds were finally received on December 12, exactly one month after William Hill’s process completion.)

As of now, the first payment (#1523532084, JPY 475,000) and the second payment (#1524315557, JPY 60,000) have not been received, and I have not received any updates from support regarding the investigation.

I have repeatedly contacted support, but their responses remain vague and unhelpful, such as:

"The process is complete on William Hill's side, so check with the receiving bank."

"No worries."

"We will let you know by email."

I have already confirmed with my receiving bank, but they have not received any information regarding a foreign transfer.

The receiving bank has also informed me that they cannot track the funds and that the sending bank must be contacted.

However, since William Hill has not provided any details about the transfer, I cannot confirm whether the funds were actually sent.

My ultimate goal, of course, is to receive the funds currently on hold.

However, I also hope for greater transparency in information sharing and improved customer support.

I have retained chat records relevant to this case as far back as possible, and I have also prepared bank transaction statements for my account.

If there are any other documents required for verification, I am more than willing to cooperate.

Situations like this jeopardize the trust and enjoyment of the gaming environment.

The longer this problem persists, the more it damages trust in the entire industry.

I kindly ask for your full cooperation to resolve this issue promptly.

Dear okayukeisuke, do you have any updates regarding the two withdrawals, please?

I regularly check the status through live chat, but the conversation is almost identical to the content I sent you via email. Unfortunately, there has been no progress at all.

However, through research on another site, I discovered that there is a department where complaints can be submitted aside from live chat, so I sent an email. Given the quality of responses in the chat, I don't have high expectations for this either, but I hope this issue comes to the attention of as many people as possible and that appropriate action will be taken.

I have sent a copy of the email to your email address. Please check it.

Thank you very much, okayukeisuke, for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you for the information.

At this point, there has been no deposit, and there has been no follow-up from William Hill regarding the complaint.

Dear okayukeisuke,

My name is Mirka, 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,

Mirka

Dear Mirka,

Thank you for your response during this busy end-of-year period.

I am hoping for appropriate information to be provided by William Hill.

This isn’t particularly new information, but I received an email from William Hill.

It’s from a department other than the support team, as I mentioned in my previous post.

I’ve sent you a copy of the email to your email address, but the content is the same as usual: "We’ve contacted the finance team," and "Please allow us more time to investigate."

regards

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.

Let's see their sincerity.

Dear okayukeisuke,

Regrettably, the casino informed us that they do not wish to cooperate with us on solving the player's disputes and we should advise players to cooperate with the casino's support. I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, if your complaint isn't resolved with the assistance of the support, I recommend you submit a complaint to eCogra using their free ADR service here. You may also submit your complaint to the Maltese Gaming Authority here or by email at: [email protected].

I am sorry we could not be of more help on this occasion.

Best regards,

Mirka

We’ve reopened this complaint at the request of okayukeisuke, who confirmed, that he has received his withdrawal.

Dear okayukeisuke,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru