Complain to William Hill
UK bookmaker - complaints about withdrawals, account restrictions, and bet settlement
GamblingContact emails
second_opinion@willhill.com
Complaints
William Hill handles complaints through its official online form.
How to complain to William Hill, step by step
Complain to William Hill in writing
Email second_opinion@willhill.com, or use William Hill’s online complaints form. Say what went wrong, what you want back, and keep a copy.
Give them time to answer
If William Hill has not sorted it after 8 weeks, the independent route opens. If it says no sooner, ask for a final response in writing, because that opens it early.
Escalate if they say no
Take it to the operator's approved ADR provider (usually IBAS or eCOGRA). It is free, and independent of William Hill.
Common William Hill complaints
Blocked or Delayed Withdrawal
Winnings held pending ID, KYC, or source-of-funds checks
Account Closed or Restricted
Account suspended, stake-limited, or self-exclusion not honoured
Bet Settlement Dispute
A bet settled wrongly, voided, or a Bet Builder priced incorrectly
Bonus or Promotion Dispute
Free bet, wagering, or promo terms applied unfairly
Safer Gambling Failure
Deposit limits, self-exclusion (GAMSTOP), or affordability checks not applied
William Hill ombudsman & regulator routes
Which ombudsman handles William Hill complaints?
The operator's approved ADR provider (usually IBAS or eCOGRA). Once William Hill’s own complaints process is exhausted (after 8 weeks or a deadlock letter), you can take your complaint there for free. Go to the ombudsman.
Can you complain to the Gambling Commission about William Hill?
Not for individual disputes: the Gambling Commission sets the rules for the sector but does not resolve personal complaints or award compensation. Complain to William Hill directly first and keep written records, then escalate to the operator's approved ADR provider (usually IBAS or eCOGRA) if it stays unresolved after 8 weeks or you receive a deadlock or final-response letter. You can still report William Hill to the Gambling Commission to flag systemic problems, but that will not get your own money back.
Laws that protect you
Gambling Act 2005
The licensing framework operators must follow, enforced by the Gambling Commission through the Licence Conditions and Codes of Practice.
Consumer Rights Act 2015
Betting and gaming terms must be fair and transparent. Unfair terms buried in the small print can be challenged.
Licence Conditions and Codes of Practice (LCCP)
Requires licensed operators to handle complaints fairly and give you free access to an approved ADR provider.
Tips for William Hill complaints
- Complain to the operator in writing first and ask for a final response - the ADR won’t look at it until you have
- Screenshot the bet, the terms, and every chat before an account is closed and you lose access
- Withdrawals held for ID or source-of-funds checks must still be handled fairly and without undue delay
- If the operator won’t budge, escalate free to its approved ADR provider (usually IBAS or eCOGRA)
- Report licence or safer-gambling breaches to the Gambling Commission - it regulates operators but won’t recover your money
If William Hill doesn't respond
- 1
Operator Complaints Team
Allow 8 weeksComplain to the operator in writing and ask for a final response, quoting your account details
- 2
Approved ADR Provider
8 weeksEscalate free to the operator’s designated ADR scheme (usually IBAS or eCOGRA) after a final response or 8 weeks
Visit website - 3
Gambling Commission
Report licence or safer-gambling breaches - the regulator acts on operators but doesn’t settle individual disputes
Visit website - 4
Small Claims Court
For a clear contractual debt the operator won’t pay, a court claim may be an option
Visit website
Contact emails
second_opinion@willhill.com
Complaints
William Hill handles complaints through its official online form.
When you can escalate
8 weeks
If William Hill hasn’t sorted it within 8 weeks, or sends a final response sooner, you can take it to the operator's approved ADR provider (usually IBAS or eCOGRA).
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Frequently asked questions
Tools & guides for your William Hill complaint
Free calculators and explainers that strengthen the case you make to William Hill.
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Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.
Other Gambling companies
Work at William Hill? Reply to complaints here.
Don't let William Hill ignore you
Read your William Hill letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.
Free to draft • The letter is yours either way
Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to William Hill or any of the companies listed on this site. Where an address is marked verified, we read it on William Hill’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach William Hill. This page is for informational purposes only and does not constitute legal advice.