William Hill Terms

These terms apply when you use William Hill. By using our services, you agree to them. If a material change is proposed, we will tell you in advance and ask you to agree. If you do not accept the terms, you cannot continue using our services, though you can still take out your balance and end the account.

Can you open an account?

You must be at least 18 and above any higher minimum legal gambling age that applies to you. You must not be excluded or self-excluded from gambling. You also confirm that you understand gambling can result in both wins and losses.

Residents of, or people located in, a number of countries cannot use our services. It is your responsibility to check and comply with the laws that apply where you live or are located. If local tax rules require it, you are responsible for reporting your winnings.

Hiding or changing your location or device identity with a VPN or proxy is not allowed. Do not register for, try to use or make a payment for a service that is unlawful where you are located.

One account belongs to one person

You may hold only one account, and it must be for your personal use. You cannot act for somebody else, sell or transfer the account, or move funds between accounts. The details you provide when registering and afterwards must remain correct and accurate.

Where we see grounds to think you opened, or are linked to, more than one account, we may close duplicate accounts without notice. We reserve the right to void their transactions and retain amounts we paid into them. If a duplicate account is closed, bonuses and winnings from those bonuses will be void and removed. We may also recover amounts paid through duplicate accounts.

You are responsible for activity on your account. Keep your password difficult to guess and do not disclose it. You must prevent children and vulnerable people from gaining access.

Why might we ask for documents?

We carry out checks to confirm your identity and, in some circumstances, the source of your funds. We may ask for ID, proof of address, a passport, bank statements or a photograph of you holding your ID. Certified or notarised copies may sometimes be required.

You authorize the checks we reasonably consider necessary and agree to provide the information or evidence requested. We may also use a third party to verify that you are 18 or older. If your age or identity cannot be confirmed, your account may be suspended and deposits unavailable until satisfactory documents are received.

We may restrict, suspend or close access at any time at our reasonable discretion, including while checks are completed or to meet legal requirements.

Depositing money

Your deposit must come from a personal card or account in your own name. A corporate or business account cannot be used, and cash deposits are not accepted. Nobody else may deposit for you, and you must not deposit money for someone else or use money supplied to get around restrictions on another account. If we suspect a payment is for another person's benefit, we will withhold the winnings and return the deposit.

Deposits are credited after processing and clearance. We do not charge a deposit fee, but your bank may do so. Your William Hill account is not a bank account.

Do not make a charge-back, reverse or otherwise cancel a deposit. Doing so allows us to block the account, void winnings and cancel any withdrawal still pending.

Customer funds are held separately from our own funds in ring-fenced accounts with Bank of Valletta. Arrangements are in place for money in those accounts to be returned to customers if we become insolvent. These steps protect customer funds, but they are not an absolute guarantee that every amount will be repaid.

Withdrawing your balance

You may request a withdrawal when all deposits have cleared, verification is complete to our satisfaction and you have met any other withdrawal conditions affecting your account. We may perform extra verification checks when your deposits reach €2,000 over a rolling 180-day period. Documents may also be requested when you withdraw, including proof of a payment method, ID, proof of address or proof of a bank account.

With one registered payment method, the withdrawal is returned to that method. With several, our system first tries the method with the highest net deposit, meaning the largest difference between deposits and withdrawals. If the relevant method cannot receive withdrawals, payment is made by bank transfer.

You may reverse a withdrawal only while it still appears as pending and has not been sent for processing. Reversing it returns the money to your balance and does not count towards a deposit limit.

When is an account inactive?

An account is classified as inactive when there have been deposits or withdrawals but no corresponding betting or gaming activity for at least 12 consecutive months. Account fees may apply under the applicable account-fee terms.

Games, interruptions and mistakes

Games are tested or certified before release. You may ask Customer Support for the relevant testing or certification, and we will provide it within 10 business days.

If a technical disconnection occurs before a game begins, the game does not take place and the wager is returned. If the game has started, the wager stands and the record on our game server decides its circumstances and result. If we stop an announced game, any started but unfinished games will be annulled and their wagers repaid.

We reserve the right to correct an error, including by removing a payment credited because of that error. Money paid to you in error must be repaid immediately when we ask. Tell Customer Services as soon as reasonably practical if you notice an error.

Practices that are prohibited

You must not give false or misleading details, abuse a bonus, cheat, exploit software, use bots or collude with others. Using a VPN or proxy to disguise location, opening duplicate accounts, fraud and criminal activity are also prohibited. Where we see grounds to think you took part in one of these practices, we may hold back your deposit or balance, investigate and recover related sums. Where bonus abuse is reasonably suspected, we may remove the promotion or bonus and suspend the account while we investigate.

Offers have separate rules

Every offer has its own terms. The Canadian welcome offer is for players in Canada and is not available to residents of Ontario. Abuse may lead to bonuses being removed and the account being suspended.

Closing or suspending an account

You may close your account at any time through Customer Services. Any amount you owe us becomes payable immediately on closure.

We may close or suspend an account on written notice if you breach these terms, if we suspect a prohibited practice, or if we reasonably believe you may abuse a promotion. We may do the same where continued use could damage our regulated status, or where your activity with another gambling provider is suspected of conduct equivalent to a prohibited practice. Subject to any amount reasonably claimed from you, existing contractual obligations will be honoured.

Raising a complaint

A claim or dispute about a transaction or game must reach us within six months of the transaction or play. Contact Customer Services by live chat or email. Give us your full name and date of birth, your home address, the email address registered with us, your mobile number and every relevant detail.

We try to resolve a complaint within 10 days. A complex matter may take longer, but we will still try to reply within 10 days. If you remain dissatisfied, you may use eCOGRA's free ADR service or submit the complaint to the Malta Gaming Authority.

Your contract

Your contract is with William Hill Global PLC, Malta company number C96298. Its registered office is Tagliaferro Business Centre, Level 8, High Street, Sliema SLM 1549, Malta, and it holds Malta Gaming Authority licence MGA/CRP/121/2006-05.

The laws of Malta govern these terms, the courts of Malta decide claims or disputes, and the English version prevails if translated versions differ.