We have collected answers to the most frequently asked questions about William Hill in our FAQ.
📌 Do I have to verify my account?
When you sign up for William Hill Casino the first thing they check is whether you are of legal age to gamble or not and that you are who you say you are. If you are a resident of the UK and Isle of Man then you will have to verify your identity as soon as you create an account at William Hill. All non-UK customers can verify their account on their first deposit. You have to pass the verification process to use your account. To verify your identity you will need to send copies of legal documents which include the following:
- Passport (recommended)
- Driving license
- National ID Card
- Birth Certificate (verification takes up to 24 hours)
- Signed Credit Agreement
- Utility Bill (less than 6 months old)
- Bank Statement (less than 6 months old)
The fastest way to verify your identity is to send the copies via Live Chat or upload them to the casino's email. If some of the documents are unclear the casino may require some additional proof, meaning you will have to send different documents. To make things right the first time you make a deposit you should follow these tips:
- Send the documents via Live Chat
- Send the documents via Email
- Documents must be sent as a separate image. You can send them as photos or you can scan them and send them as .jpeg.
- Your picture must be in focus and the text must be clear.
- When you send a picture of your passport or ID, all four corners must be visible and not covered with your hand or fingers.
- When you send your documents make sure you add your username and account number.
📌 How long does it take for an account to be verified?
You can send all your documents via Live Chat, and once the casino receives them, it will take about 24 hours for them to process them. If you have any additional questions you can always call the Verification Team on +448000149459 (from the UK) or +442036678929 (International) and they will be happy to assist you. In some cases, the casino may require you to send them certified and notarized documents. This usually happens when they are unable to verify the documents you have already sent them. We will explain briefly what the difference between notarized and certified documents is:
A certified document is a document that includes a statement from a professional person who confirms that the document is a true copy of the original. This can be a lawyer, dentist, or teacher, just to name some. The notarized document needs to be notarized by a Notary Public, and they will charge a fee for the service they will provide.
📌 What is a wagering requirement?
Wagering requirements are a term that you have probably met, especially if you have opted in for a bonus of some kind. Wagering requirements require you to wager a certain amount of the bonus funds so you can, later on, make a withdrawal of your winnings. If you fail to meet the wagering requirements of a given bonus, it will be forfeited. The wagering requirements amount is dependant of two things:
- The initial bonus amount.
- The wagering requirements stated in the promotion.
If this is still new to you, we will try t explain it simpler with examples. Let's say that you receive a $5 bonus and you must fulfill wagering requirements that are 10 times the bonus money. So, you will have to wager $50 before you can make a withdrawal. Once you meet the wagering requirements the Bonus Funds will be transferred to your Real Money balance.
📌 Can you explain what stake contributions are?
Each promotion in most cases has a different stake contribution attached to it. This means that each bet you place contributes differently to meeting the wagering requirements. If you like playing online slots, then you will be happy to find out that they have a 100% stake contribution. This means that if you place a bet of $1, then $1 will count towards the wagering requirements. Other games have different staking contributions. Let's take a look at Blackjack, a table game that has only a 25% stake contribution. That means for $1 you bet, only $0.25 will count towards the wagering requirements.
I have been asked to send documents before I can finish my withdrawal request. Why is that so? The casino requires you to send identification documents for security reasons. Some of them may include: Maybe you are using a different method for withdrawal than the one you used for a deposit.
- Maybe you are making a large withdrawal.
- Maybe you have used a credit or debit card that is not yours.
- Maybe your account has been inactive for a longer period of time.
- The casino may ask for some of the following documents to be sent:
- A copy of your credit card or e-wallet, used for making a deposit.
- A copy of your photo identification, such as your passport, ID, or driver's license.
- A copy of the utility bill to prove your address.
- The best way to send these documents is by photo captured images, but they can also accept scanned copies saved as .jpeg.
📌 What types of games can I play at William Hill?
The number of games at William Hill is colossal. You can find different types of games and each of them is selected by categories including:
- Table Games
- Card Games
- Video Slots
- Video Poker
- Arcade Games
- Live Games
- Scratchcard Games
- Progressive Games
📌 Why does the casino need to store my payment details?
The casino needs your consent to store your payment details for future use. Once you have your details stored you can make deposits and withdrawals quickly and easily.
📌 How long will the casino keep my details stored?
Your payment details will remain stored and you can use them for transactional purposes unless you decide to remove them. The casino will remain to store your transactions in accordance with their customer Privacy Police.
📌 How are my stored details used?
Your stored card details will provide the casino with a simple and secure way to receive your deposits and withdrawals. Also, your card details will help the casino verify your account and at the same time to prevent and detect fraud and criminal activity.
📌 Can you explain what comp points are?
Every time you place a real money bet, you will earn complimentary points in return. Once you earn enough points you can redeem them for cash. The general rule is, the more you play the more points you will earn, and the good news is there is no limit to the number of points you can earn and redeem.
📌 What are cookies used for?
📌 What are cookies?
📌 Do I have to pay a fee to keep my account active?
If you are an active player you don’t have to pay any fee to have your account at William Hill Casino. If your account has not been active for a period of 13 months and has a positive balance, then a monthly fee will apply for the maintenance of the account. The casino will notify you 30 days prior to any deduction and assist you if you want to start using your account again. The monthly charges are being deducted on the 15th of each month and it will be 5% of your remaining account balance or the monthly charge.
The fee will be displayed in your account statements as ‘Inactive Account Fee’. If you have less balance on your account than required then only the available balance in your account will be taken. When your account balance reaches zero, no further fees will be charged.
📌 How can I make a complaint?
Customer Support is a top priority at William Hill Casino, so any time you have an issue or a simple query you can contact the casino in a couple of different ways. You can call their Customer Service team on UK freephone 0800-014-9459 or international phone +44-20366-789-29 or you can drop an email at email@example.com. You can also use the Live Chat feature to talk with an agent. If you have sent an email, expect a reply within 24 hours.
📌 What happens if Customer Support can't resolve my issue?
If you have raised your issue and after it was resolved by Customer Support you are still not satisfied you can ask for a second opinion. Just send an email at firstname.lastname@example.org and don’t forget to include your account number and username. If you are still not satisfied with the outcome of your complaint or you haven't heard anything from the casino within 8 weeks, you can seek external adjudication. IBAS or the Independent Betting Adjudication Service is an independent adjudication service which will consider any case regarding specific betting or gaming transaction.
📌 How to withdraw bonus balance?
Before you can withdraw from your bonus balance you will need to meet the wagering requirements first. You will have a certain period to do so, and once you do, you can request a withdrawal of your winnings. Head to the Cashier section and choose the Withdrawal option.
📌 Can I uninstall William Hill Casino?
If you want to uninstall William Hill Casino from your computer you will have to follow a couple of steps. Go to the 'Start' menu and then to Control Panel. Choose the option Add/Remove Programs and find the William Hill software from the list and remove it. If you still wish to play, you can do that directly from your browser.
📌 What is the William Hill Casino Club?
William Hill Casino Club is just an alternative name for the casino and nothing else. We want to point out one more time that the casino offers a great welcome bonus offer and regular promotions that will keep you entertained for a long time.
📌 Can I grab some free spins at William Hill?
We are afraid to say, but there are no free spins currently available at William Hill. There are still plenty of other offers you can grab your hands on. Please keep in mind that all offers are subject to wagering requirements that you need to meet before you can request for a withdrawal.
📌 How many games are there at William Hill?
At this point, you can find over 400 games that you can choose from. They are constantly adding new titles to their ever-growing catalog. What is more, most of the games can be played in a demo version so you can give them a try without having to spend any money.
📌 How to download a mobile app?
If you have a smartphone you definitely know how to download an app. So, downloading the William Hill app is no different than downloading any other app.
📌 How to use the mobile app?
The mobile app is very easy to use. You have to log into your account and you can make deposits, play the games, use the live chat, or anything else you would do on the desktop version of the site.
📌 On what devices can I use the mobile app?
The mobile app is available on the following devices iOS phones and tablets, Android phones and tablets, Blackberry devices, and Windows phones and tablets.
📌 Is the casino safe?
William Hill utilizes a high-security SSL server with 128-bit encryption and a state of the art firewall.
📌 Are players from around the world allowed to open an account at William Hill?
Not everyone can open an account at William Hill. The list of restricted countries is quite long and if you don’t want to go into trouble to look for your country to see whether it is on the list or not you can do something else. The easiest way to check if you are allowed to open an account is to go to the official website and if you are allowed to enter the website then you are most likely allowed to create an account.