William Hill Casino IT - Τα κέρδη του παίκτη έχουν κατασχεθεί.

hi then I would like to say that after 3 days that I have not entered the account this morning I go to enter and he does not let me in I go to see in the mail I received an email where it says:

During internal checks aimed at ascertaining the regular performance of the game on our site, it emerged that the activity attributable to your account constitutes a violation of Article 10, paragraph 5, lett. d) of the gaming account contract and, specifically, the violation of the prohibition to adopt "... conduct aimed at obtaining a fraudulent advantage from the use of bonuses or other promotions".

Based on the above, William Hill communicates its intention to withdraw from the gaming contract stipulated with you, by virtue of the provisions of article 15 of the contract itself. The withdrawal will be effective after 15 days from the receipt of this communication; until that time, your gaming account will remain suspended.

William Hill

So I would like to know what I have to do since I had 177 euros among other things I don't think I have used the bonus since they were only free spins that I have never used.

salve allora vorrei dire che dopo 3 giorni che non sono entrato nell'account questa mattina vado ad entrare e non mi fa entrare vado a vedere nella mail mi è arrivata una mail dove dice:

Nel corso di controlli interni volti ad accertare il regolare svolgimento del gioco sul nostro sito, è emerso che l’attività ricondicibile al Suo conto configuri la violazione dell’articolo 10,comma 5, lett. d) del contratto di conto di gioco e, nello specifico, la violazione del divieto di adottare "...condotte finalizzate ad ottenere un vantaggio fraudolento dall’utilizzo di bonus o altre promozioni".

Sulla base di quanto sopra, William Hill comunica l’intenzione di recedere dal contratto di gioco con Lei stipulato, in virtù di quanto previsto dall’articolo 15 del contratto stesso. Il recesso avrà efficacia trascorsi 15 giorni dalla ricezione della presente comunicazione; sino a quel momento, il Suo conto di gioco rimarrà sospeso.

William Hill

Allora io vorrei sapere cosa devo fare visto che avevo ben 177 euro tra l'altro non mi pare di aver usufruito del bonus visto che erano solo free spin che non ho mai utilizzato.

Dear Angelo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have never played with any bonuses?

Is this the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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,

Kristina

So after I sent the email I wrote to them with the live chat they practically said that the amount will be fully credited back to me via the deposit method. After that I asked him about the ban as he never used bonuses and he replied that he didn't know why because there are other people who manage these things anyway. Unfortunately I have no screen or anything else to attach, now I hope they will credit me the balance as soon as possible

Allora dopo che ho mandato l'email gli ho scritto con la live chat praticamente hanno detto che l'importo mi sarà riaccreditato completamente tramite metodo di deposito. Dopo di che gli ho chiesto spiegazioni per il ban non avendo usato mai bonus e mi ha risposto di non sapere il motivo perché comunque ci sono altre persone che gestiscono queste cose. Purtroppo non ho screen o nient'altro per allegare, ora spero che mi riaccreditino al più presto il saldo

Thank you for your reply, Angelo. In this case, I would recommend that you wait for a few more days to see if the casino processes the withdrawal or not. I will keep this complaint opened and if there is no development, we will intervene. Please, keep us updated.

Additionally, I would recommend that you save all the communication between you and the casino in the future, as it might be strong supporting evidence in cases like this.

Thank you so much for your help, he hoped they would give me my money back also because it is not a small amount that I can overlook

Grazie mille per l'aiuto sperò che mi restituiscano i soldi anche perché non è una piccola cifra su cui posso sorvolare

This morning I contacted the assistance again and practically the credit will be re-credited to me on February 9th, that is at the expiry of the 15 days at the closure of the account. At the deadline, I will just have to contact them again

Sta mattina ho ricontattato l'assistenza e praticamente il credito mi sarà riaccreditato il 9 febbraio cioè alla scadenza dei 15 giorni alla chiusura dell'account. Alla scadenza mi basterà ricontattarli

Thank you for the update, zebbo2468. So let's wait until February 9th to see if there is anything new. Please, keep us informed in the meantime.

Dear zebbo2468,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.