WILLIAM HILL

mile

New member
I have account with william hill the so called biggest bookmaker in the world.
i have won over 5 grand ,i went to withdraw and they said i am under investigation,and will not let me withdraw.i won the money on football games mostely in premier league.its been 6 mounths now and they still say i am under investigation. Any one else had this problem.
 

Trevrizent

New member
Six months seems a long time for this to be dragging on. Have they given you any indication of what precisely they claim to be investigating, e.g. is it a particular game or a particular bet or series of bets? It would also be interesting to know (if you don't mind telling us) whether they have simply prevented you from withdrawing your winnings (i.e. you can still place bets from your account) or whether the whole account has been frozen/suspended. Personally I would not regard it as either ethical or reputable for a bookmaker to prevent a player from withdrawing their winnings, yet still allow the player to place bets while they claim to be investigating that player's account.
 

quincunx

Member
It is unusual for William Hill to do this to a customer from the UK.Are you on the electoral register ? Did you fund your account using a debit card,and are you trying to withdraw using the same debit card ?
 

mile

New member
Subject: William Hill Online
Dear Peter,

Good day.

I am writing in relation to your previous Live Chat conversation with Jane, regarding the current restriction on your account. Please be advised that the Management Team is still doing an investigation on this matter. We promise to contact you via email as soon as the check has been completed.

In the mean time, we ask for your patience while the matter is being investigated.

Should you have any other queries, please do not hesitate to contact us anytime. We are here to assist you 24/7.

Kind regards,

Pearl

Customer Services
William Hill Online

[04:08:53 PM] Hi, you’re speaking to Jane A. How may I help you?<br />
[04:10:14 PM] peter miles : just lost 265 on stock market now you say 25p is to big what is this all about<br />
[04:10:38 PM] Jane A: I'll be more than happy to check that for you, Peter.<br />
[04:10:49 PM] peter miles : thanks<br />
[04:11:01 PM] Jane A: May I know what specific game you are referring to?<br />
[04:11:06 PM] Jane A: You're Welcome.<br />
[04:11:39 PM] peter miles : the index 5min and 1 hour markets<br />
[04:12:16 PM] Jane A: May I know if you are referring to a Day Trader?<br />
[04:13:14 PM] peter miles : yes<br />
[04:13:38 PM] Jane A: I will be transferring this to our Day Trader Team.<br />
[04:14:01 PM] Jane A: May I have your date of birth, email address and answer to security question-My first car?<br />
[04:15:28 PM] peter miles : mini 4-8-1980 jmiles321123@gmail.com<br />
[04:16:01 PM] Jane A: Thank you.<br />
[04:16:42 PM] Jane A: You will be notified by our Day Trader team regarding on your query via email.<br />
[04:17:14 PM] peter miles : great seems its ok to lose but not to win<br />
[04:17:52 PM] Jane A: Thank you.<br />
[04:18:07 PM] Jane A: I apologised for that, Peter.<br />
[04:18:27 PM] peter miles : just not right is it<br />
[04:19:00 PM] Jane A: I am sorry to hear that, Peter.<br />
[04:19:17 PM] Jane A: Rest assured that our day trader team will contact you via email.<br />
[04:20:08 PM] peter miles : well it will be a pleasure to hear what they have to say<br />
[04:20:58 PM] Jane A: Is there anything else that I can help you with?<br />
[04:22:02 PM] peter miles : anything else,why do you really think you have helped me already<br />
[04:22:43 PM] Jane A: Do you have any other concerns?<br />
[04:23:16 PM] peter miles : yes what the hell is happening with my account<br />
[04:23:48 PM] Jane A: I apologised for that.<br />
[04:24:00 PM] peter miles : restricted on everything unless of course i lose<br />
[04:24:42 PM] Jane A: I regret to inform you that we do have a specific department on Day Trader.<br />
[04:24:49 PM] peter miles : can not bet can not withdraw what do you thik of this<br />
[04:25:20 PM] Jane A: Do you mind staying on the line for 5-10 minutes while I check this matter for you?<br />
[04:25:44 PM] peter miles : my god someone needs to monitor the way your firm behaves<br />
[04:25:48 PM] peter miles : ok<br />
[04:25:59 PM] Jane A: Thank you.<br />
[04:38:43 PM] Jane A: Thank you for waiting, Peter. I will be forwarding your query to our relevant team.<br />
[04:39:13 PM] Jane A: Rest assured that you will be responded via email regarding on your withdrawal.<br />
[04:39:35 PM] peter miles : ok understand its not your fault--thanks anyway<br />
[04:39:40 PM] Jane A: You're Welcome.<br />
[04:39:45 PM] 'peter miles' disconnected ('Concluded by End-user').


[---001:002782:02380---]

peter miles jmiles321123@gmail.com
11/30/13

to support
and 9 days later still no response


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mile

New member
peter miles jmiles321123@gmail.com
Feb 10 (11 days ago)

to gsharpe
DEAR MR SHARPE.
I have account with williamhill with over 5000 pounds in.
For 6 mounths your firm has refused to let me withdraw any money.
saying i am under investigation,at one time you allowed me to bet,but not withdraw,whitch i found rather odd from such a big firm as william hill.
As i always thought if you can not win you can not lose. after i pointed this out to your customer service my account was locked.All i ever get is you are under investigation,fair enough but 6 mounths seems a very long time .Could you please give me some indication as to how long it will take.
 

quincunx

Member
Hi,mile.Well,that's the first time you mentioned Stock Market day trading.If you won that way through luck and skill,then William Hill should have been hedging any big positions profitably and should be keen to keep you.If you have managed to find some error or weakness in their system/setup,then well done but they are probably looking for a way to avoid paying you,as that would cost them money.Good luck either way !
 

mile

New member
Only played on stocks when william hill stopped me withdrawing.All winnings were from football when they had instant cash out button.
 

Trevrizent

New member
When you were prevented from making a withdrawal, did you start betting on stocks because William Hill had either stopped you betting on football altogether or else had severely limited your stakes on football bets?
 

quincunx

Member
Mile,have you acted in accordance with the sticky post at the top of the forums list,and submitted your complaint direct to BMR ?
 

mile

New member
severely limited, only played on stocks after i could not get a proper bet on football.i have not submitted complaint yet to BMR,Waiting to see what reason they give for not letting me withdraw.
 

Trevrizent

New member
I could be entirely wrong (and I hope I am), but I get the feeling from reading everything you've said that this matter isn't going to be satisfactorily resolved any time soon if you simply wait for the bookmaker to make the next move. I think you should follow Quincunx's good advice and post a complaint with BMR. Obviously there are no guarantees, but hopefully BMR Support can contact William Hill on your behalf and work with yourself and them to resolve this issue for you.

This is certainly one of the more unusual and puzzling cases I've seen on here, not least because it involves a very well established, Green List bookmaker that is regarded by most players (including myself) as thoroughly reputable. That said, there are some disconcerting issues here. First there is the question of why your account has apparently been under internal investigation by William Hill for the last six months and indeed is still seemingly being investigated as I write this. I find it hard to believe that any such investigation is still running after such a lengthy period of time. Assuming that William Hill have not contacted you about their findings, then it seems reasonable to assume that they have not uncovered any wrongdoing on your part. If that is the case, then it raises the question of why you are still being prevented from making a withdrawal and why your account remains suspended - after all, if as a bookmaker you can't put up, then surely you should pay up. Additionally there is the issue of why, when you were blocked from making a withdrawal and told your account was under investigation, your account was not suspended pending the result of this investigation, but instead you were allowed to continue placing bets (albeit very heavily limited in those areas where you had made money) and your account was only suspended when you pointed this issue out to the bookmaker yourself. As I've said above, I do not think it is either fair or ethical for any bookmaker to allow a player to continue to place bets from their account while they are prevented from withdrawing any winnings - indeed that is the sort of behaviour more usually associated with bookmakers on BMR's Red or Orange Lists rather than one on the Green List. In an earlier post Quincunx has alluded to the possibility that William Hill might be looking for a way to avoid paying you. I don't know whether this is the case or not, but I find it a matter of concern that you appear to have been heavily limited on football yet were still allowed to place (large?) bets on other areas where you presumably had no track record of making money - and all this at a time when you were being prevented from withdrawing your winnings and your account was supposedly under investigation.

There are certainly some questions here which need answers.

Sorry for going on a bit!
 

mile

New member
This email sent yesterday and reply.
DEAR SIR.
I HAVE BEEN TRYING TO WITHDRAW MY MONEY FOR APROX 6 MONTHS
NOW.
All i ever get is my account is under investigation,well i think you have
to agree its a long time for any investigation to take.
I would like to be able to withdraw my money,or at the very least have some
indication how long this so called investigation will take.
Every one i speak to says they can not belive that a firm of william hills
reputation,would act in this manner.MOST MURDER INVESTIGATIONS DO NOT TAKE
AS LONG.
PETER MILES

Subject: William Hill Online
Hi Peter,

Thank you for your email.

Unfortunately, the investigation in your account is not yet done. We understand that inconvenience that this may have caused you. We are doing our best to finish this as soon as possible it is just that there are some instances that the checks may take longer than usual to be completed. We promise to notify you immediately once we receive more updates in your account. In the meantime, we kindly ask for your patience.

If you have further concerns regarding this matter, please do not hesitate to contact us anytime.

Kind regards,

Mel
 

Trevrizent

New member
Thanks for the update. First you should definitely go ahead and register a complaint with BMR (you may already have done so), although given William Hill's apparent stonewalling so far, it remains to be seen whether they will respond helpfully to any approach from BMR. Their whole conduct in this matter is very puzzling - I'm assuming you've been given no indication of what precisely they claim to have been investigating for the last six months. Their email talks about 'checks', but what checks and why do they need so long to complete them? If it were simply a matter of verifying your identification before allowing you to make a withdrawal, then that should have taken them all of five minutes using the electoral register, and if they were unable to verify your details via a third-party database, then why have they not contacted you and asked you to supply them with documental proof of your identity, e.g. a photograph of your passport or driving licence? I honestly don't know what to make of this. I really hope that it is not a case of William Hill cynically trying to find a way to avoid paying you your winnings, but the longer this drags on, the more I begin to wonder.
 

mile

New member
Trevrizen.
Ithink they lost a lot of money when someone at w-h decided to have instant cash out football markets.After about 7 months they brought 8 second delay in.Thats when i stopped playing with them and thats when the problems started.
 

Trevrizent

New member
Sounds as if that may well be what's behind their investigation - but why is it taking them six months? As long as you weren't placing bets on events when you already knew the result, then I can't see that they have any reason not to pay you. If you were using the instant 'cash out' facility to take advantage of in play markets before William Hill updated their odds, then, as far as I can see, that is good punting and poor bookmaking and you've done absolutely nothing wrong. I don't know whether this is the case here, but in my experience some bookmakers have very large egos (the bigger the bookmaker, the larger the ego) and the worst crime a player can commit is to dent their ego by outsmarting them. When this happens (and it does with some frequency), there are certain bookmakers who, instead of admitting defeat and paying up with a smile, will seek to avoid payment by whatever means they can. As a bookmaker (now retired) once said to me, you have to accept that, if you are a bookmaker, from time to time someone will get the better of you and if you can't accept that, then you should find another profession.
 

mile

New member
Thank you for your query.

Your question has now been received and we will reply as soon as
possible. Should you wish to update your question, please enter your
reply between the lines below.

With regards,

Customer Services
William Hill plc


Discussion Thread
---------------------------------------------------------------
Customer By Email (peter miles) - 20/03/2014 02:59 PM
Dear MR WILLIAM HILL.. Its been a long long time since your company froze
my winning account and stopped me from withdrawing.i have been looking on
the net and am amazed to find that a lot of dodgy firms seem to do the same
as your firm has done to me.

Could you please let me know how long a big big firm such as william hill
need to carry out checks on someone.Its been going on for far to long
now,its become ridiculas .What would you do in my position.A little help
would be much appreciated.


PETER MILES
 

mile

New member
Graham Sharpe
2:40 PM (23 hours ago)

to me
Mr Miles. I do not wish to appear unsympathetic, but my department does not have sufficient resources to handle enquiries of this nature, and I can only suggest you follow the matter up with the Customer Service department at support@williamhill.com
gs

From: peter miles [mailto:jmiles321123@gmail.com]
Sent: 20 March 2014 14:30

To: Graham Sharpe
Subject: Re: HELP

Dear MR SHARPE. Its been a long long time since your company froze my winning account and stopped me from withdrawing.i have been looking on the net and am amazed to find that a lot of dodgy firms seem to do the same as your firm has done to me.
Could you please let me know how long a big big firm such as william hill need to carry out checks on someone.Its been going on for far to long now,its become ridiculas .What would you do in my position.A little help would be much appreciated.
PETER MILES
 

Trevrizent

New member
Did you submit a complaint to BMR and, if so, have there been any developments?

I didn't think you would get any help from Graham Sharpe, but I hope your email made him feel a bit uncomfortable. Given the way you've been treated by the firm he works for, it certainly should have done!
 
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