Write down what went wrong, when it happened and what you need resolved. Keep the relevant account or transaction reference nearby so you can explain the issue without searching through messages during the conversation.
How to contact William Hill about a problem
Support contactsStart with William Hill support and have your account and problem details ready.
Start with the right contact route
Go to William Hill’s own site for its current contact options and the route for your problem. Use the operator for account access, payment enquiries and complaints that require access to your account.
This independent guide cannot access your gambling account or resolve transactions. To contact this guide about its content, use our editorial contact page; do not send account documents there.
What to prepare before contacting support
Gather enough detail to identify the problem, but keep sensitive information out of your opening message. A short, organised record helps separate the issue itself from any troubleshooting you have already tried.
- Your account username or account reference.
- The date and approximate time of the problem.
- The exact error message.
- The relevant transaction or bet reference.
- A screenshot with unrelated personal details hidden.
- The device and browser involved in a technical issue.
- The action you have already tried.
Never share your password, card security code or a one-time sign-in code. Send identity documents only through a secure process reached from the operator’s own site or app.
William Hill
How to explain an account problem
Describe the event in order and finish with a specific request. Keep separate problems distinct so the reply can address each one clearly.
- 1Name the issue in a short opening sentence.
- 2Describe what happened and when.
- 3Include the relevant reference and evidence.
- 4State what you expected to happen.
- 5Ask for the action or explanation you need.
Problems involving withdrawals
For a withdrawal enquiry, distinguish between a request still showing in your gambling account and a payment that has not reached your bank. Those are different stages of a payment journey.
Keep the requested amount, request date, payment method and displayed status together. A bank statement can help identify whether money has arrived, but redact unrelated transactions before sharing it. Our withdrawal guidance explains the next steps for payment questions.
What to do while waiting for a reply
Save the conversation and any case reference so you can follow up in the same thread. Note any action requested of you and any response timeframe given.
Avoid opening duplicate requests about the same event, which can split the history across conversations. If the reply misses the issue, identify the unanswered point and ask for a clear next step.
When the issue becomes a complaint
State clearly that you want to make a formal complaint when you are seeking a formal resolution. Explain the outcome you want and keep the response with your original evidence.
Licensed gambling operators in Great Britain must have a complaints process and access to alternative dispute resolution for eligible unresolved disputes. Follow the operator’s complaints procedure before escalating externally.
Help with gambling
- Gamstop (telephone 0800 138 6518)
- Wales Gambling Helpline (telephone 0808 281 9265)
- GambleAware
- National Gambling Helpline (telephone 0808 8020 133)
Editor: Mina Tudor
GRC Team Leader, EveryMatrix · Editor
Mina Tudor works on governance, risk and certification at EveryMatrix.
Frequently asked questions about contacting William Hill
Are calls to 0800 numbers free?
Calls to 0800 numbers are free from UK consumer landlines and mobile phones. Different charges can apply when calling from abroad.
Is live chat useful for explaining a technical problem?
Live chat can suit a short, clearly described technical issue. Prepare the error text and device details so you can give precise answers.
What can I do if I cannot sign in?
Record the sign-in error and use the account recovery instructions on the operator’s own site. Do not give anyone your password to help them investigate.
Should I send a screenshot of my bank account?
Send financial evidence only when it is relevant and requested through a secure process. Hide unrelated transactions and unnecessary account details.
How should I follow up without a reply?
Reply through the existing conversation after any response timeframe you were given has passed. Include the case reference and ask for an update on the outstanding issue.
William Hill