Your account's restrictions
Our top priority is your account safety!
We may set account restrictions to prevent any fraud related activites happening to you.
Q: What documents do you need from me?
A: We've listed down all documents we can accept. Check the documents we need by clicking on each tab below:
NOTE: You'll need to send us the documents asked for under each tab.
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Passport: the pages that include your photo
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Driving License: front and back
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National Identity Card: front and back
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Citizencard/Yoti Citizencard: for UK only
If you're from the UK:
- Bank Statement or Utility Bill (except mobile phone bill)
- Issued within the last three (3) months.
- Showing your full name, address and the issuing body's name or logo.
- Block out your bank card number if it appears on the statement.
- Bank Statement or Utility Bill
- Issued within the last six (6) months.
- Showing your full name, address and the issuing body's name or logo.
- Block out your bank card number if it appears on the statement.
If you're funding your WH account from a bank (either of the following):
- Photo-captured copies of your credit/debit card
- A photo of the front and back of the card.
- The front of the card must only show the first four and last four digits of the card number. Please cover the middle eight digits.
- The back of the card must be signed. Please cover the CVV/security number.
- Photo-captured Bank Statement
- Registered under your name and address.
- Issued within the last three (3) months.
- Showing the most recent deposits you've made into your WH account.
If you're funding your WH account from an e-wallet:
- e-wallet Proof of Ownership
- Screenshot of the ‘My Account’ section of your e-wallet.
- Showing your name, account number or e-wallet ID, and the URL of the website.
- Screenshot showing your most recent e-wallet deposit into your WH account.
If you're funding your WH account from Apple Pay:
- Apply Pay details
- A screenshot of your Apple ID that was used to deposit into your account. It should show your Apple ID, full name, date of birth and contact number. To find your ID, go to ‘Settings’.
- A screenshot of your Wallet app menu showing the last four digits of the card used to deposit into your WH account, your device account number and billing address. To find this, tap the card > menu options icon.
If using somebody else’s credit/debit card:
- The cardholder’s ID. For example, a valid driving licence, passport or national ID card.
- Please ask the card holder to complete and sign this authorisation and send us a copy or photo:
I _________________________________ (credit card holder’s full name) hereby acknowledge and authorise the use of my credit card whose number is: Credit Card: __(please indicate only the first 6 and last 4 digits of the card for your security) by __________________________________ (name of the person in which the gaming account is registered).
Signed by _________________________ (credit card holder’s signature) _________________ (Date)
Q: How do I send my documents in?
A: To send your documents, reach us via Live Chat.
Once we’ve received your documents that have met our guidelines, we'll get back to you in five (5) to seven (7) working days - with the status of your account.
Just be aware that until we've fully completed our review, your account will remain restricted - which means you won't be able to use our services.
If you have further questions, you can check the answers below:
Q: Why is my account suspended?
A: Your account safety is our priority, and to be able to guard you from fraud-related activities, there are times that we'll need to suspend or block your account and ask for additional documentation to be submitted.
Q: How can I access my account?
A: We usually send an email notification to explain the reason for this - with all the instructions to easily sort it out.
Most of the time, we'll require your to provide documents in a photo-captured copy so we can proceed with our security checks.
Q: What's the difference between a photo-captured and a photo-holding copy of my document?
A: A photo-captured copy requires only your document to be taken in a clear and readable photo, while a photo-holding copy (selfie) requires you to hold your document while being taken a photo of.
Check on each tab below to compare and see the difference.
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Showing all 4 (four) corners/edges of the document.
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A coloured copy.
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All details are readable and not blurry.
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Show all 4 (four) corners of the document and the owner's face while holding the document.
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The document's details should still be readable and not blurry.
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TIP: It's better if someone will take a photo of you while you're holding the document.
NOTE: It's important for us that your documents meet these guidelines. Any documentation submitted to us that isn't satisfactory for our purposes will cause delay to the overall process.
Q: I'm concerned about the security of my documents. How will you use and store my data?
A: At William Hill, we take pride in securing and protecting your data.
Your documents will be held in a secured file in line with data protection requirements and our Privacy Policy here.
We assure you that we won't use your information for any purpose other than complying with our regulatory obligations.
Q: I've already sent my documents previously. Why are you asking me to send more documents?
A: We understand the hassle this may cause to you. But, we need further verification from you so we can comply to our additional regulatory requirements - even if you've already provided documents in the past.
This is also a part of our responsibility to make sure that all accounts under WH are safe and secured from fraud-related activities.