Why Are William Hill Withdrawls So Difficult?
Published On 14th October 2024
Online gambling has changed considerably over the years in an attempt to make it safer for all concerned. Players registering to new sites are often required to upload personal documentation for example to verify identity, affordability etc. We ourselves have to do similar thing as an affiliate. Sometimes it does feel intrusive but if everything is above board and it's a straightforward process then it's not a problem. However it's understandable why players do get frustrated when operators appear to be unhelpful especially when it comes to making a withdrawal. One such example is currently being played out on X/Twitter with 'BookiesDream' reporting on a player who's been trying to withdraw £700 since the 20th September 2024.
What Has Happened?
The story has been posted by BookiesDream but in brief: a player (Daniel, Dsuds97) opened their account earlier in the year and had no issues with depositing or withdrawing. However they won a £700 treble in September 2024 and that's where things started to unravel. Deposit restrictions were placed on account but actually what William Hill had done was suspend the account completely. The account would be re-opened after security checks such as PhotoID and address verification. Despite sending these in nothing happened until an email appeared to discuss re-opening the account. The player was asked for "6 months bank statements and 6 months wage slips". They complied but William Hill then wanted these items "stamped" presumably to prove they're genuine. In short William Hill are running them around in circles and not paying out the £700.
They're Not Alone
Reading the replies to this X/Twitter thread and you discover that this isn't an isolated incident. One player explained that they had "won £250 and they suspended my account with the funds still in it" whilst another reported "I had mine locked after a £400 win. Withdrew most straight away then had to jump through hoops sending pictures of me holding my photo ID, bank statements and a piece of paper with my username on it". These issues also weren't confined to William Hill with Betfred, Paddy Power, Betfair, Bet365 and Sky also being mentioned in despatches. Unsurprisingly some of the aforementioned bookmakers are aiming to manage the PR by replying and asking for client information. However despite the original post attracting over one million views so far William Hill have done nothing and the gambling media not taken any notice. For balance we obviously only have the stories on social media to go on and no further details as to why accounts have been closed.
What Have William Hill Done
As far as we're aware the issue is ongoing and the player still hasn't had their £700 paid. William Hill did reply with "I genuinely apologize for the frustration you’re feeling about this situation. Please know that our team is actively reviewing the account, and we’re committed to resolving this as quickly as possible. Thank you". The player however feels that William Hill have had more than enough time to resolve things and has sent 50 documents to them to assist in verification. Followers of the post have suggested that the next best course of action is to issue William Hill with a claim through the small claims court. William Hill's terms do state that to withdraw funds that for "security reasons, you may be requested to send identification to our 24/7 Customer Service Team" however the terms also state that "Birth certificate, Payslip and Mobile/Phone bills aren't accepted as valid documents". If that's true then why are they asking for payslips if not to just drag out the process?
It's Not A Good Look
Our view of most UK bookmakers isn't good, but that's from an affiliate point of view whereby our accounts have been terminated with little or notice. Out of the bookmaker brands we no longer feature only Bet365 comes out with honouring our original contract. Based on our experience it's not a surprise to learn that bookies are dragging their heals with withdrawals, witholiding funds, suspending accounts without notice and generally creating headaches for punters, perhaps in the hope they walk away quietly into the night. We understand that verification is an annoying necessity these days, but it shouldn't be a process to hold back funds or delay withdrawals. If all's well then the process should be quick and winnings paid. However if there's a problem then that should be communicated efficiently and openly. We hope this issue is sorted out ASAP for Daniel, but suspect that it's just the tip of the iceberg and little will actually change when it comes to customer care and withdrawals. These companies have treated their affiliates badly over the years and not changed tack, why expect them to be kind to their customers?
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