William hill refuse to pay. All the documents i havesend are not good for them

**Jojo_oance** · 11-02-24, 04:00 PM

William hill refuse to pay out

I am havin problems with william hill. They refuse to pay my withdraw 12.500 euro asking for more id verifications and selfie with documents. I have send them evryting they require but their answer was the same : the pictures are not clear and they cant verify my identity... For what i understand this is common practice/bevavior from william hill trying to delay in the hope they will not pay and the client will give up.Now they informed me by email that my case was send to second_opinion@willhill.com (same thing and i have to wait 8 weeks to get an answer from them). They refuse to provide a refference numberCan someone help me what i have to do?

**Optional** · 11-02-24, 05:56 PM

William Hill don't lie about your ID photos to hope you give up and they get to keep your money.

They do use an electronic verification system and if that software says your image is unusable it gets rejected, and the CS person generally does not get a specific reason why.

Common reasons the system rejects images is if all 4 edges are not completely visible.

if you hold it in your hand and have your finger over an edge line or on the doc.

The camera shakes as you take the image and when enlarged becomes unreadable.

A refection of a light shining on it.

I would check for anything like that to start with. But realistically you should just take new images and send them.

You are already speaking to the Second Opinion Team, which is where you would need to go if you disagree with a ruling, so you have gone as far as you can with them for now.

The Second Opinion team will give you the Deadlock Number you require to take this to the regulator only if they decide your ID is fake or not suitable for some reason. They won't give you that simply for poor quality ID photos, and the regulator does not want them to do that.

Legal action is your only option if you don't want to send the new images they are asking for.

**Jojo_oance** · 11-03-24, 02:45 AM

Thank you for the answer. I have made and sens them pictures more than 6 times. Last time i went to a proffessional photograph and i made them there .I have send thouse pictures from the proffessional photograph where you can see very clear all the documents even if you zoom you can see the bank statement small details. When the amount was small 1800 euro i had no problem to make the withdraw, when the amount was 12.500 euro they asked for more documents. Are they not bresking the licence conditions since they allready paid me once and refusing to pay now. Thank you

**Alfie White** · 11-03-24, 04:25 AM

Jojo, where are you from?

**Optional** · 11-03-24, 06:23 AM

Originally posted by Jojo_oance

Thank you for the answer. I have made and sens them pictures more than 6 times. Last time i went to a proffessional photograph and i made them there .I have send thouse pictures from the proffessional photograph where you can see very clear all the documents even if you zoom you can see the bank statement small details. When the amount was small 1800 euro i had no problem to make the withdraw, when the amount was 12.500 euro they asked for more documents. Are they not bresking the licence conditions since they allready paid me once and refusing to pay now. Thank you

It sounds like you have already tried very hard. I was assuming incorrectly that you were just unhappy about one rejection.

If you would like to Private Message me your Will Hill account ID and location, I can contact them for you and see if we can help to get this fixed for you.