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Hello, after winning on a few slot games, my balance of 299.99 euros has magically disappeared within minutes, and I am unable to receive assistance.

Additionally, they are not accepting my document

Salve, dopo una vincita ad alcune slot il mio saldo di 299.99 euro dopo qualche minuto è magicamente scomparso, e non riesco a ricevere assistenza.

Inoltre non accettano il mio documento

Hello Penna109,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with William Hill Casino IT. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? Can you please advise if you did use any kind of bonus to accumulate your balance? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi, so I basically registered yesterday, I was told that to validate the account they also needed pages 4 and 5 of my passport (already sent 3 times) but with refusal of validation and still asking me for the same document.

As regards the missing balance, I was only able to speak to an operator once, who told me that my balance was blocked on the "legacy of dead" slot, which however, having no balance, I was unable to open, so I paid an additional 10 euros to be able to enter the slot, but no trace of the 299.99 euros.

Right now I no longer receive a response either by email or by phone or by chat.

Thanks again for the support, I don't know how I can resolve this situation.

Another info I can give you is that I was. I entered another slot doing only one spin to unlock the welcome free spins when I left I entered the legacy of dead and from there it updated the page with a balance of 0

Ciao, allora praticamente ho effettuato la registrazione ieri, mi è stato risposto che per validare il conto servivano anche pagina 4 e 5 del mio passaporto (inviata già 3 volte) ma con rifiuto della convalida e chiedendomi ancora lo stesso documento.

Per quanto riguarda il saldo scomparso sono riuscito solo 1 volta a parlare con un operatore, il quale mi riferisce che il mio saldo si trova bloccato sulla slot "legacy of dead" che però non avendo saldo non riuscivo ad aprire, ho quindi versato ulteriori 10 euro per riuscire ad entrare nella slot, ma dei 299. 99 euro nessuna traccia.

È ora come ora non ricevo più risposta né per email né per telefono né per chat.

Grazie ancora del supporto, non so come posso fare a risolvere questa situazione.

Un'altra info che posso darvi è che ero. Entrato in un'altra slot facendo solo uno spin per sbloccare i free spin di benvenuto quando sono Uscito sono entrato nella legacy of dead e da lì mi ha aggiornato la pagina con saldo pari a 0

Hello Penna109,

Would it be possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru?

Dear Penna109,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.