William Hill Casino IT - Das Spielerkonto wurde gesperrt und Auszahlungen sind blockiert.

I've had my account suspended for 7 months and I send selfies to the casino with my ID and proof of residence but the casino doesn't look at them, ignores me and then asks me for them in this way, I can't withdraw.

sono 7 mesi che mi trovo nil conto sospeso e invio al casino selfie col documento e prove di residenza ma il casino non li guarda mi ignora e poi me li richiede in questa maniera non posso prelevare

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 domenicocacopardo,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue.

Could you please clarify a few details regarding your situation?

• When exactly was your account suspended?
• What was the reason provided by the casino for the suspension, if any?
• Have you successfully completed verification in the past at this casino?
• When was the last time you received a reply from the casino?

If possible, please also forward any relevant communication between you and the casino, including screenshots or emails regarding the verification process, to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

yes I had completed the verification, it has been suspended for several months and they don't even answer me

si avevo completato la verifica , è sospeso da diversi mesi e non mi rispondono proprio

Hi domenicocacopardo,

• Could you please let me know when was the last time you attempted to contact the casino and through which channel (email, live chat, etc.)?
• Additionally, could you please clarify what games you were mainly playing at the casino?

If you have any relevant communication with the casino, such as emails, screenshots, or chat transcripts, please feel free to forward them to petronela.k@casino.guru, as they could help us better understand the situation.

Thank you very much in advance.

Dear domenicocacopardo and William Hill Casino team,

I would like to inform you that I will be leaving Casino.Guru at the end of this month. Because of this, this complaint, including related email communication, will be transferred to my colleague Martina (martina.b@casino.guru) from our Complaint Resolution Center.

Please rest assured that you are in very capable hands, and Martina will continue assisting you with the same care and professionalism.

Thank you very much for your understanding and cooperation.

Dear domenicocacopardo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru

We’ve reopened this complaint at the request of domenicocacopardo. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear William Hill Casino IT, can you please let the player know where to sent the required documents?

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.

Why are you giving them 8 stars and more? They're ignoring me and not responding. I've provided 7 selfies, a statement from my Credit Agricole bank, a Tinaba bank statement, and screenshots from my online banking for all the cards I've used. They're not responding because they don't know what to ask me to justify the non-payment. I'm forced to report the matter to ADM, as per their contract. Do you have a consultant for this or can you help me?

per che li valutate 8 stelle e passa ? mi stanno ignorando non rispondono e ho fornito 7 selfie + estratto conto mia banca credit agricole + estratto banca tinaba + screen da home banking di tutte le carte usate, non rispondono perche non sanno piu cosa chiedermi per giustificare il mancato pagamento e devo perforza come da loro contratto ora denunciare ad adm il caso, su questo avete un consulente o mi potete aiutare?

Dear domenicocacopardo,

I am sorry there have no contact so far.

You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 you have not yet done so, try contact the Gaming Authority.

I am truly sorry I cannot be more helpful.