First i apologize my bad english, and if this thread is at wrong place on 2+2, hope mods can transfer this to right one.

So;

Last night i signed-up to WilliamHill, i deposited with my visa 500€, and after i did deposit i went to livechat asking if i can verify my identity and my credit card, because i think its nice to get done right away.

So in livechat (i unfortunatly dont have logs) customerservicer told me way like
"No you dont need to send us anything, we will let you know if we need some documents"

I asked second time "Cant i just send you photo of my id and bility and credit card now to verify?"

He said again "No need to, your account is in good standings what i can see"


So i tought my account is OK...

I late registered to 140€ sunday major, and 50€ fo.

On major, i doubled up quickly my stack, and had +10k stack, when blinds was 150/300, (5k start stack). On 50€ fo i was short.

Then suddenly software kicks me out, and i try to login, but that says i need to verify my account. Yes. In middle of tournament i get kicked out.

I checked my email, and saw documents request, i sent instantly every docs they asked, and went to livechat to say that open my account, im in middle of poker tournament.

First someone transferred me to some "poker specialist" which took 15minutes. Pokerspecialist just kept saying "Please send your documents"

After 30min talk i get manager on line who seemed finally understand whats going on. Unfortunatly he coudnt re open my account, but told that he gonna sent refund and compensation request to the team, who process those.

So today i went to ask about my refunding, because no-one seems to care this matter. Customerservicer said "Im sorry to say but it seems your not getting any refunding about this"

Whats your opinion about this? I think i should at least get same amount i got in chips by refunding.

Nothing malicious in their screw-up (I don't believe they knocked you out of the bigger tourney to stop you from winning).

A fair result would be to refund your buy-ins in full and then give something free, perhaps a free buyin to a 50 Euro tourney.

William Hill is a good Bookie. If you did nothing crooked you get paid.

After i post this link, now they are only refunding my buyins, which i think is not enough, since i think this is 100% their fault, because i asked before i registered to mtts if i can verify my account.

What more do you expect other than your buy-ins?

Well, if i had doubled my stack i expect ICM at least.

And compensation of course. Dont you find this wrong for me, if i go ask support before i register "Can i verify my account", two times, and they said "no you dont need to send us anything your account is in good standings"

And middle of mtt freezes account when i was in good position?

Funny how manager on live chat atm trying to change that this was some kind of my fault, and their not responsible of this.

Didnt receive anything afterall, no refund no compensations.

Unbelieveble.

should probably start saving the chat logs

Yeah it's annoying but you weren't exactly deep in the MTT

Yeah i understand your both point, but see my point here;

If i go ask from support can i verify my acc before i reg to any poker tournaments, and they respond "no you dont need to", and in middle of tournament i got kicked out, its 100% their fault.

Also whats the point i latereg on 20bb's deep and my possible winnings are to get my own buyin back, which i loose most of times.

Risking buy in just to get it back.

And just let u know they didnt refund me anything and said thats they are allowed to ask ID docs everytime they feel so, and i was just unlucky i had mtts going on same time-

Yeah now they made final decission and told on livechat that i dont get refunded even or anything because this was normal security check =D.

Nice site!

Scammed my 140+50€, and also 310€ balance.

They required every possible photos to verify my ID and i sent everything twice, but they keep rejecting and want better photos =D.

Stars / ftp / redbet / every other site has approve those same documents but WH is just ******.

Well i made this thread to warn people put money in to WH, and i really hope no-one will.

I just loosed 500€ there no chance to get back and no intrest to fight with those ******s.

I would think you get at least your money back if you keep sending emails to customer service with a good explanation of what happened.

I think your goal now is just to get your money back and never play there again.

Gl keep us informed.

William Hill are shady as **** They tried to with hold a very substantial amount of my money for weeks on an account that was losing -27k in one week I won nearly 100k on account but used to play that account very rarely.They would give no information and I had to seek legal advice and threaten to take to UK law courts they paid but closed account.I never trust them again.

If you don't get your buy ins back it's complete **** if everything happened as you describe it.

However sometimes customers have unrealistic expectations when it comes to customer service and if you are rude and start demand things which are unreasonable it wont help your case.

Also I think very few sites pre approve docs, and when you do send them to the site the fraud department might have to verify them and customer service can't do that much to speed up the process.

If you want a refund maybe the best course of action is to think "serenity now", and write a cordial and constuctive email stating your case without too many superlatives and hopefully it will work out for you.

Good luck!

ya if it went down like u said you certainly deserve a refund for the two tourneys

So same applies for the other tourney you were short in, right, they only need to refund you 1/4 of your buyin or so?

Sure, why not. I think its fair.

Its not fair me to risking 140€+50€ and my possible winnings is to get my buyins back max

Not sure, but I guess people who dont write much to forums, and first post is starting as "Sorry my bad english", arent so good at Eng, and i write that (and i believe others too), because i think its good manners, rispect for old regs here.

**** you man I smack the **** outta you.With me they paid 20k then wanted more ID to clear the rest! As with OP this was never clear enough LOL.Then prove of income Im a professional poker player LOL.
Services say our top top rankin Manager call you back they never did despite numerous call.This went on for 1 month with no communication from them unless initiated by me I had enough of stonewall.

I paid €400 for legal consultation we were at the point of legal action they paid closed account and never gave one reason why.

Happy when nearly 30k lost on account taking 10k deposits then they dont wanna pay **** William Hill

Is there a way for a document to be uploaded here. I'm sure that big company as Willie Hillie will invest on training their staffs on how to validate and authenticate documents. Can we take a look on the document you sent?

don't you think that gives identity thieves a lot of info if he does?

First of all I think nowadays every site should ask for verification first, before you even can start playing or deposit there!

2nd of all live chat on most Ipoker rooms is just beyond terrible.

(AT LEAST LADBROKES HAS COMPETENT ONES AS FAR AS I KNOW)

How would the fun players feel about that, and it is pretty much this:

When accounts get locked upon creation legit customer gets pissed and generelly don't bother sending docs. Experienced players and scammers obviously prefer get everything sorted up front, but which kind of players to you prefer sitting at the table with?

Although I understand your point, but there is a little more to it and it is hard to get the balance right for all our good.

instant red flag right there