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Hi lotrswbttf - welcome to ThePOGG.com!

Before going any further - all online gambling operators track both the IP addresses that any play occurs from and the device that the play is engaged on. Can you confirm that this play will not have come from any IP address or account associated with you?

Thanks,

ThePOGG

Not to my knowledge no. No one has access to my phone or anything

Hi lotrswbttf,

We'll contact the operator and see what we can find out for you, but I need to be clear that if the play has originated from your device or IP address there will be nothing we can do to assist you.

Thanks,

ThePOGG

That's what they're saying now and it's just not possible I feel like they're just saying that. There was someone on here who had all the same things happen the william hill - hacked complaint back in 2016 or 19. The exact same treatment and everything and after fighting they got their money back so how can they do that for one and not another

They've even suspended my account now as well because I said it made me feel sick. I feel like they're just doing that to be difficult

Hi lotrswbttf,

All gambling operators have systems that record this information. If they're telling you the play came from your account/device/IP address it is effectively certain that either you or someone you know has been responsible for the play.

We will ask the operator to see the records to confirm, but if they confirm this fact there will be nothing we can do to assist you.

Thanks,

ThePOGG

They said the same thing to other people I've seen it in feeds on google and there is that other complaint on here people have reported over the years that money has disappeared while they were asleep and gambled on games they wouldn't have played but william hill have said their account hasn't been breached its the same ip/device and its within their gambling habits so nothing they can do but after they kept fighting they got their money back. 

I don't even know how they can say its within my gambling habits when I've never anywhere near that amount in my account before never mind it all being gambled in a few hours and playing live games I never play live games and I never play in the hours played especially because I have children and school runs in the morning. It is all massively out of my habits in every way. 

I've told them if it's not sorted I'll put complaints in, I'll go to newspapers and magazines and I'll go down the legal routes because this is not right

Hi lotrswbttf,

Sadly it is common for players to overplay their ordinary limits, experience a loss that they then regret, and then look to claim that they were not the party that engaged in the play. That is part of the nature of gambling and addiction. It is also one of the reasons that operators ensure that the IP/device that play takes place from is recorded.

As previously stated, we will contact the operator to discuss this matter, but if the IP/device matches your own there will be nothing we can do to assist you.

Thanks,

ThePOGG

Yes that is fair enough I understand that can be the case but its not in my case as I haven't  gambled it.

I'm not alone in this situation and the people that have been in my situation have said the same thing that it was claimed by william hill to be the same ip/device, it happened while they were asleep and different games had been gone on but they managed to eventually get it back after fighting

Date – 25/02/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Date – 03/03/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Date – 10/03/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Hi lotrswbttf,

Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.

All we can suggest at this juncture is that you contact the operator’s ADR, IBAS.

Sorry we could not be of further help.

CasinoReviews.com Complaints Team

Still getting nowhere with them they've kept me from accessing my account for 8 weeks now. In a phone call on Friday I asked them to send me the details of all their findings so i can get it looked into by the legal system because i said i didn't feel confident about putting money on my account again if they're still saying it's me when i know its not because what happens if it happens again, i think it's a very reasonable thing to say. Before the phone call ended they said i will have access to my account but when i tried it said they closed it and when i contacted customer services today they gave me this response.

    The account has undergone a mandatory security check . After a review we weren’t able to satisfy your high standards about the ownership of the account. Therefore our final decision is that this account will remain closed.

Our Security Team reviewed your account and decided to retain the restriction. We apologise for any inconvenience caused; however, this information provided to you is based on the result of a full investigation by our Security.

More information on our standards can be found here (click to relevant page 5 of terms)
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇



Which obviously i said was crap because the person I spoke to said nothing like this on the phone so as I say it was of my understanding I could go back on my account. I get the feeling something isn't quite right and they're trying to hide something

Hi lotrswbttf,

Under these circumstances - where a player is asserting that play that occurred on their account was not engage by them as grounds to look for a refund of losses - it is effectively universal that the player will never be allowed to play using that account again.

And with the greatest of respect, it's challenging to understand why you would want to continue playing with an operator where you are asserting that either a) the operator is at fault for allowing someone else has accessed your account and deplete your balance without your permission or b) that the operator has done something unscrupulous to zero your balance. Either of these options would mean that your funds are not secure in your account so putting more money into this account would be unwise.

While we would encourage you to pursue this matter further via any alternative channels that you feel are appropriate, there is nothing further this service can do to assist you with this matter.

CasinoReviews.com Complaints Team

I only wanted access again to gain knowledge on what happened.

So even if i felt like i could trust them again they're saying they won't let me aquire another account with them.

This is all for something that wasn't my fault and i asked questions and for evidence

And why are they only just deciding to permanently close my account after 8 weeks baring in mind they have said they just needed to do checks so i can use it again. Even Friday they said I can access it again so why such the u turn when i ask them to send me the evidence of their findings

Plus somebody else on here asserted the fact it wasn't them they kept their account and got their money back where as i don't get mine back lost my account and can never apply for another one if i choose

Hi lotrswbttf,

We can't comment on the circumstances surrounding other cases.

We understand your frustration but there is nothing further we can do to assist you.

CasinoReviews.com Complaints Team

Found Against the Operator - Despite our repeated efforts to contact William Hill to discuss this issue we have received no response whatsoever from the operator.

I recently won 9000 I withdrew 500 of it on Thursday around 6-7pm that was my last time on the site until around 3am when I woke up in the night couldn't sleep so procrastinated on my phone and checked my account to see all the money gone I deposited 463 to see if maybe a glitch as well as refreshing and no even that money went. I repeatedly contacted them to be told no one had breached my account and it was within my usual gambling habits.
 
 
 I have never gambled 8500 in one night no where near that amount. 
 They played a game I never play they played a live game but they did also play a game I did play. 
 I never gamble more than 100 on a single wager never mind repeatedly so I don't understand how they can say its within my usual gambling habits.
 
 I have seen a previous complaint of someone else this happened to and they managed to get it back. I want to know how they did this

William Hill - Someone better on my account that wasn't me 

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