View previous topic :: View next topic  
The Reverend
In Rhythm


Joined: 27 Aug 2004
Posts: 6192
Location: In Rhythm

PostPosted: Tue Jul 30, 2013 3:21 pm
View user's profile Send private message Add User to Ignore List Reply with quote
Just posting this here as I'm going to link to it in complaint.....

I've been a member of William Hill telephone betting for over 15 years, online at least 10 years. Had many substantial bets on there and after winning 20k+ on Intercasino promptly lost it on William Hill a few years back. Suffice to say I was never asked for ID on that occasion.

Now trying to withdraw a substantial amount (less than I lost to them back on that occasion though). I had won more than I had deposited on my new bank card, so contacted live chat to ask the to remove my old bank card (same account, just last 4 numbers on card changed) so I could withdraw balance to the card that was valid.

Live chat tell me I now need to send in ID, despite it clearly being the same bank account I'd used to deposit and withdraw for over a decade. Wasn't very pleased, so called up telephone support who said it was all fine, removed my old card and said I was good to go for withdrawal to new card.

I made the withdrawal on 11th July

Yesterday, 29th July, I checked my bank account to see I never got my withdrawal. Log into William Hill and see the withdrawal was reversed on 26th July.

They reversed the withdrawal over 2 weeks after it was made. At no point after making the withdrawal did they ask me for any documents or communicate with me in any way, not even to let me know the withdrawal had eventually been refused.

I've now been asked to waste my time providing:

- a clear copy of the front and back of your machine readable ID (typically a Passport, Drivers License or ID Card)
- a copy of the front and back of the bank card used to deposit into your William Hill account (please ensure the that the middle 8 digits on the front of the card and the 3 digit security code on the back are covered/obscured)
- a recent copy of an utility bill verifying your name and address registered on your account


Whilst I can provide these, 1 and 3 would not be available to everyone. You're not required to have a passport/driver license/ID in the UK, nor would you necessarily have utility bills in your name. Up until a couple of months ago all my utility bills were in my wife's name.

I'd previously regarded William Hill as one of the more trustworthy bookmakers. It's sad to see them resort to these tactics to try and get people to lose their winnings back to them rather than just pay out. Anyone with half a brain could see the bank account hadn't changed in over 10 years of wagering with them, there was clearly no potential for money laundering, and they had happily accepted the deposits on the card they are now questioning.

This sort of behaviour is pretty standard in the industry, but to delay a withdrawal for over two weeks before reversing it, without telling the customer is bad even for a fly-by-night poker skin, and certainly wasn't expected from William Hill.
the shiver
LMS Champion


Joined: 02 Nov 2006
Posts: 1591

PostPosted: Tue Jul 30, 2013 5:17 pm
View user's profile Send private message Add User to Ignore List Reply with quote
account closed?
_________________
It was one of the privileges of my poker life to watch Barny win his bracelet, putting on a master class in front of an audience who would have run onto the stage and carried him over the ****ing line if thats what it was going to take. There is bracelets and there is bracelets. This was one of the very special ones...Padraig Parkinson
The Reverend
In Rhythm


Joined: 27 Aug 2004
Posts: 6192
Location: In Rhythm

PostPosted: Tue Jul 30, 2013 6:08 pm
View user's profile Send private message Add User to Ignore List Reply with quote
the shiver wrote:
account closed?


I'm not going to cut off my nose to spite my face, if they have the best odds, I'll still use them. Christ, I still use Betfair and they are blacklisted on Casinomeister!

What I won't do is place a bet on there for fun, I'll make sure recreational betting is kept to other accounts. Although like mobile phone providers, I'm rapidly running out of those that haven't screwed me or a friend of mine over.
the shiver
LMS Champion


Joined: 02 Nov 2006
Posts: 1591

PostPosted: Tue Jul 30, 2013 6:21 pm
View user's profile Send private message Add User to Ignore List Reply with quote
The Reverend wrote:
the shiver wrote:
account closed?


I'm not going to cut off my nose to spite my face, if they have the best odds, I'll still use them. Christ, I still use Betfair and they are blacklisted on Casinomeister!

What I won't do is place a bet on there for fun, I'll make sure recreational betting is kept to other accounts. Although like mobile phone providers, I'm rapidly running out of those that haven't screwed me or a friend of mine over.


I just keep a debit account as roll/overview then hit oddschecker and deposit withdraw whoever is offering me the best deal, like yourself the only one i leave roll on is betfair because situations arise that u can trade to suit yourself.
It is disgusting tho what theyve done, a blatant disregard for a loyal customer
They dont want loyal customers tho, they want losing customers
_________________
It was one of the privileges of my poker life to watch Barny win his bracelet, putting on a master class in front of an audience who would have run onto the stage and carried him over the ****ing line if thats what it was going to take. There is bracelets and there is bracelets. This was one of the very special ones...Padraig Parkinson
stowjon
Royal Flush


Joined: 26 Oct 2008
Posts: 9071

PostPosted: Tue Jul 30, 2013 6:22 pm
View user's profile Send private message Add User to Ignore List Reply with quote
have they been taken over by I-Poker?
TheBlueBoy
Straight Flush


Joined: 11 Oct 2009
Posts: 3945
Location: Just about done

PostPosted: Tue Jul 30, 2013 6:22 pm
View user's profile Send private message Add User to Ignore List Reply with quote
Withdraw to quick cash?
_________________
Yes, it was 4-0, you obviously saw the game in the pub and think all your players are 3 inches tall. Next question.
The Reverend
In Rhythm


Joined: 27 Aug 2004
Posts: 6192
Location: In Rhythm

PostPosted: Tue Jul 30, 2013 6:35 pm
View user's profile Send private message Add User to Ignore List Reply with quote
TheBlueBoy wrote:
Withdraw to quick cash?


I'm not worried about getting paid, they will pay out when I send in what's requested, and for once am not in overdraft so the delay isn't costing me anything. Just sad cheap tactics from what I would have previously said was the most trustworthy brand in UK bookmakers.

If/when I get some bullshit response (after linking to this thread in the complaint) about financial regulations will post here. Will also do so in the unlikely event that I get a reasonable explanation and/or apology.
The Reverend
In Rhythm


Joined: 27 Aug 2004
Posts: 6192
Location: In Rhythm

PostPosted: Tue Jul 30, 2013 9:20 pm
View user's profile Send private message Add User to Ignore List Reply with quote
I decided not to complain and just send the documents, because given what's happened so far I don't trust them to send my money then deal with the complaint separately.

Assuming they cash me out without further issues, the complaint will go through then.
MFCMark00
Straight


Joined: 22 Aug 2012
Posts: 369

PostPosted: Wed Jul 31, 2013 8:26 am
View user's profile Send private message Add User to Ignore List Reply with quote
Requesting KYC is 100% standard, and probably part of their remote betting license.

Your complaint might get a few sympathetic words, but not much else.

The fact you haven't had to until now simply means they've tightened up on previously lax procedures.
The Reverend
In Rhythm


Joined: 27 Aug 2004
Posts: 6192
Location: In Rhythm

PostPosted: Wed Jul 31, 2013 8:38 am
View user's profile Send private message Add User to Ignore List Reply with quote
Mark I already said it was standard (although in this case absurb), saying you can cash out then reversing it over 2 weeks later is not.

On Wed, Jul 31, 2013 at 6:07 AM, documents@willhill.com <documents@willhill.com> wrote:


Subject: RE: Your William Hill account
Hi Robert,

We are in receipt of your email and have saved your documents in a secure file. At this time, we still require you to send us the following documents:


* Front copy of your credit card ending in numbers 6185. You have to cover the middle eight [8] digits of your credit card number in the front of your credit card.


Upon receipt of the mentioned file(s), we will then be able to update your account and proceed with your request without further delays.

We look forward to your response.

Best regards,

Security Department
William Hill Online

My reply:

9:33 AM (0 minutes ago)

Could you please try reviewing the document I already sent you, complete with the *Front copy of my DEBIT card ending in numbers 6185. With the middle eight [8] digits of my DEBIT card number blacked out.

It's the big blue one with Barclays and Visa written on it if that helps. It's not a great photo but if you look closely you will also see it ends in 6185, which is a further clue. The file name is <the doc name of the doc I sent them already, which I checked and is complete and correct>

Thanks.

<my full name>
The Reverend
In Rhythm


Joined: 27 Aug 2004
Posts: 6192
Location: In Rhythm

PostPosted: Wed Jul 31, 2013 8:44 am
View user's profile Send private message Add User to Ignore List Reply with quote
Should I enclose a drawing of a spider in my next email in order to expedite matters?
Brodders
Quads


Joined: 01 Dec 2005
Posts: 1600

PostPosted: Wed Jul 31, 2013 10:52 am
View user's profile Send private message Add User to Ignore List Reply with quote
Joke organisation... They won't lay me more than a tenner nowadays even though I've probably only had half a dozen bets with them in a year
TheBlueBoy
Straight Flush


Joined: 11 Oct 2009
Posts: 3945
Location: Just about done

PostPosted: Wed Jul 31, 2013 4:52 pm
View user's profile Send private message Add User to Ignore List Reply with quote
Won't lay me multiples on top teams goalscorers.
_________________
Yes, it was 4-0, you obviously saw the game in the pub and think all your players are 3 inches tall. Next question.
Display posts from previous:   
Post new topic   Reply to topic    Hendon Mob Forum Index -> Sports and Betting All times are GMT
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum