Non-GB customers: General Terms & Conditions
Date updated: 17 November 2020 Version number: 1.0
We are: (i) if you are located in the Republic of Ireland, William Hill Malta PLC, with company number C 87591; and (ii) if you are located anywhere else in the world, William Hill Global PLC, with company number C 96298, in each case being a company registered in Malta with its registered office at Tagliaferro Business Centre, Level 7, High Street, Sliema SLM 1549, Malta and (“William Hill”, “we”, “our” or “us”).
We hold the following gambling licences: (i) licence MGA/CRP/121/2006-05 issued by the Malta Gaming Authority ("MGA") on 2nd November 2020 and valid until 19th March 2028; the Game Type approved are types 1, 2 and 3; and (ii) licence 1016824 issued by the Irish Revenue Commissioners on the 5th October 2020 and valid until the 30th June 2021.
The provisions below regulate your use of our sports betting, gaming and gambling products and services (“services”) alongside our:
- Safer Gambling Policies which help our customers use our services safely and responsibly;
- Cookies Policy;
- Bonus Terms (which apply to special promotions and offers we may make);
- Sports Rules;
- Games Rules; and
- Withdrawal Terms.
(collectively, with the rest of this document, the “Terms”).
The Terms apply to you if you are located in any country other than Great Britain and are using the following website: www.williamhill.com.
By using William Hill’s services you accept and agree to be bound by the Terms. If you do not agree to be bound by the Terms, please do not use William Hill’s services. We may change these Terms from time, by reasonable notice to you. You can always read the most up-to-date Terms and access our services on www.williamhill.com (“Website”). If we make any material changes to the Terms, we will notify you of those changes in advance and obtain your agreement to them. In the event that you do not accept these Terms, you will be prohibited from using our services. However, you may withdraw your funds and close your Account at any time. The Terms are the entire agreement between us and replace any previous agreements.
William Hill is committed to supporting Safer Gambling initiatives. If you require any information about self-excluding from gambling, at any time, or any other gambling related support please speak to our Customer Services team, or view our Safer Gambling pages for more information.
Please note that a request to self-exclude using the tools provided in our Safer Gambling pages would apply only to non-Great Britain customers using the website williamhill.com, and will not be extended to any additional account you may hold within the William Hill group of companies. It is your responsibility to request to be self-excluded from any of your other accounts within our group.
1. Opening and controlling access to your Account and Verification Checks
1.1 By opening an account with William Hill (“Account”) you confirm that:
1.1.1 you are older than the minimum age at which gambling or gaming activities are legal under any laws that apply to you and you are 18 years of age or older in any event. You should note that, if you are younger than 18 and gamble, this is a criminal offence;
1.1.2 you have not been excluded or self-excluded yourself from gambling;
1.1.3 you understand that by using our services you may win and lose money;
1.1.4 you are not a resident or located in any of the following countries:
Afghanistan, Australia, Belarus, Bosnia and Herzegovina, Burma, Cote D'Ivoire (Ivory Coast), Cuba, Democratic Republic of Congo, Iran, Iraq, Liberia, Libya, North Korea, Serbia, Sudan, Syria, USA, Zimbabwe or any other country, territory and/or jurisdiction where your use of the services would be illegal;
1.1.5 you are responsible (to the extent required under any applicable local laws / rules of any tax authority), to report any winnings or losses arising from your use of our services;
1.1.6 the information you provide when opening your Account, and subsequently, is, and will at all times be, correct and accurate;
1.1.7 you are opening your Account solely for your personal use (and are not acting as an agent on behalf of someone else);
1.1.8 you have not asked us to close any of your previous accounts and/or we have not previously closed any accounts held by you.
1.2 You are responsible at all times for any activity on your Account. You must ensure that other people (and in particular children or other vulnerable people) are not able to access your Account. You must ensure your password is sufficiently secure and is not available to, or easily guessed by, anyone else.
1.3 We are required to make appropriate checks to verify your identity and, in certain circumstances, the source of any funds deposited in your Account (“Verification Checks”). You authorise us to undertake the Verification Checks that we believe are required and agree to provide any information and evidence in respect of any details you have provided us when we request them. This may include certified ID, proof of address, passport, bank statements etc. and we may also require you to provide a photograph of yourself holding these ID documents. Occasionally, we may require you to provide either a certified or notarised copy of your ID documents (more information on what these involve is available here.
1.4 We may restrict, suspend or terminate your access to your Account and use of our services at any time and at our reasonable discretion, including pending completion of any Verification Checks and/or in accordance with any applicable legal requirements. We may review and/or monitor the activity on your Account from time to time and may also share details about you and/or your Account with any regulatory or law enforcement agency in accordance with our legal requirements and obligations.
2. Use of Your Account – Depositing Money and Insolvency Protections
2.1 To use the services, you must deposit monies into your Account. You can then use this money to place bets or play games. Deposits will be credited to your Account after we have processed and cleared them.
2.2 The name on the account or payment card from which you deposit monies into your Account must correspond with the details and name on your Account. You can only deposit money into your Account from a personal, and not a corporate or business, card or account. You are not able to deposit cash into your Account. You are not allowed to sell or transfer your Account to anybody else, or to transfer or receive funds from one account to another.
2.3 No-one else is allowed to deposit money into your Account. You may not deposit money given to you by someone else to circumvent any restrictions or suspension on that person’s account. If we suspect that you have been depositing money into your Account from, or on behalf of, someone else, we may require further evidence from you before any bets are accepted or withdrawals permitted. We will withhold payment of any winnings to you if we suspect such payment is for the benefit of someone else (i.e. your deposit would be returned to you).
2.4 You must not use your Account as a bank account.
2.5 If we become aware of deposits into and/or withdrawals from your Account without any corresponding betting or gaming activity for a period of at least twelve (12) consecutive months, your Account will be classified as ‘Inactive’. Details about Account fees can be found here.
2.6 Any funds deposited into your Account will be kept separate from our company funds in ring fenced accounts with the Bank of Valletta. Arrangements have been made to ensure that money held in these separate customer accounts are returned to our customers in the event of our insolvency. This means that steps have been taken to protect your funds but that there is no absolute guarantee that all funds will be repaid.
2.7 Funds deposited via a third party payment provider (“Payment Provider”) may take a few days before they reach the Designated Client Account. During this period your funds will be held in the account of the relevant Payment Provider and will not be protected by the Designated Client Account. Whilst these steps have been taken to protect customer funds but there is no absolute guarantee that all funds will be repaid.
2.8 You agree not to make any charge-backs, reversals or otherwise cancel any deposits into your Account; but if you do, we have the right to block your account, void winnings and cancel any pending withdrawals.
2.9 You can use any permitted payment method to deposit money in any permitted currency into your Account. All deposits will be credited to your Account (in an agreed currency) after we have processed and cleared that payment. We do not charge fees for any deposit method (although some banks may impose fees and you should check with your provider if you’re unsure). We may impose a minimum threshold on withdrawals. Information can be found here.
2.10 You can only have a single Account at any time.
2.11 We may, without notice to you, close any accounts if we have reason to believe that you have opened or are associated with more than one Account ("Duplicate Account").
2.12 Whether or not we close any Duplicate Account, we reserve the right to void all Transactions on such Duplicate Account and to retain any amounts paid by us to that Duplicate Account.
2.13 If we close a Duplicate Account:
2.13.1 all bonuses, free bets and winnings accrued from any such bonuses and free bets obtained using that Duplicate Account will be void and removed; and/or
2.13.2 to the extent that we are not able to fully recover amounts we have paid out to your Duplicate Accounts, we may recover any such amounts directly from your Account and/or from any Duplicate Account held by you or on your behalf.
3. Placing your bet and the provision of services
3.1 It is important that you ensure that the details of any bet, wager, stake or similar transaction that you place (a “Transaction”) are correct.
3.2 No Transaction is accepted by us until we have confirmed this to you and we reserve the right to refuse the whole or part of any Transaction or to place limits on it. Once we have accepted a Transaction, you cannot cancel the Transaction unless we agree otherwise. If you are in any doubt as to whether (or not) a Transaction has been accepted, you should contact Customer Services. For further information relating to making Transactions please see the Help section of the Website.
3.3 If we cancel or suspend any of our services (which we may do in our discretion at any time), any Transaction you have placed in respect of the cancelled or suspended service shall (provided you have complied with these Terms) be returned to your Account.
3.4 We will provide the services with reasonable skill and care and substantially as described in the Terms. We do not make any other promises or warranties regarding the services and exclude (to the extent permitted by law) all implied warranties in respect of the same (including implied warranties as to satisfactory quality and/or fitness for your purpose).
3.5 We do not warrant that the Website or our services will have uninterrupted availability or that they will be free of bugs, viruses or other errors. If you decide to access any third party sites linked to our Website, you do so entirely at your own risk. We reserve the right to terminate any link or linking program at any time.
3.6 Any failure or delay by us in the performance of our obligations under these Terms shall not be deemed a breach if that failure or delay is caused by the following events: fire, flood, earthquake, disease, pandemic, elements of nature or acts of God, public utility electrical failure, acts of war, terrorism, riots, civil disorders, rebellions or revolutions, strikes, lockouts, or labour difficulties, court order, outage, delays or disruptions of the Internet or telecommunications networks, third party non-performance or any other similar cause beyond our reasonable control. We do not accept any liability for the consequences arising out of these sorts of events.
4. Errors; Technical Malfunctions
4.1 A number of circumstances may arise where a Transaction is accepted, or a payment is made by us, in error (including, but not limited to obvious errors in the odds we have published, technical errors which result in us continuing to accept bets on a closed or suspended market, or errors or malfunctions in any of our games or software) (“Errors”). We reserve the right at our discretion to correct any Error (this may include removing any payment made to your Account as the result of an Error).
4.2 If you have wagered on a game, but have not started the game before the game is disconnected as a result of any technical malfunction, the game will not take place (and any sums you have wagered will be returned to you). If you have wagered, and the game has started, when any technical malfunction on our servers or systems causes the game to be disconnected, that game will be recorded on our game servers. The wager will stand and the outcome will be reflected in your Account status. If you win, the amount will be credited to your Account. You understand that in the event of disconnection, the records stored on our game servers shall be the final authority in determining the terms of any wagers placed and the circumstances in which such wagers were made. We reserve the right, at any time and without prior warning, to cease to offer an announced game and to withdraw a scheduled gaming activity. In such event all commenced but not completed games will be annulled and any wagers deposited will be repaid to you.
4.3 Any monies which you receive in connection with an Error are held by you on trust for us and you must immediately repay them to us when we ask you to do so. Neither we (including our employees or agents) nor our partners or suppliers shall be liable for any loss, including loss of winnings, that results from an Error.
4.4 You must contact Customer Services and tell us as soon as reasonably practicable if you become aware of any Error relating to our services or any Transaction.
5. Withdrawal of Funds
5.1 You may request withdrawal of funds from your Account at any time provided that:
5.1.1 all payments made into your Account have been confirmed as cleared and none have been charged-back, reversed or otherwise cancelled;
5.1.2 any Verification Checks have been completed by us to our satisfaction; and
5.1.3 you have complied with any other relevant withdrawal conditions affecting your Account details of which can be found at the Deposits and Withdrawals section of the Website.
5.2 We may carry out additional Verification Checks if you make deposits of €2000 EUR. We’ll calculate this on the basis of a rolling period of one hundred and eighty (180) days.
6. Improper use of your Account
6.1 You agree not to do any of the following (each a “Prohibited Practice”):
6.1.1 use false or misleading information to open your Account;
6.1.2 abuse bonuses or other promotions we offer;
6.1.3 use unfair external factors or influences (i.e. cheating) or take unfair advantage of our services, or otherwise use our services in bad faith (including, but not limited to, the exploitation of any loophole in any software used in connection with the services; using e.g. bots to enable play without human intervention etc.);
6.1.4 collude with others to gain an unfair advantage (e.g. by intentionally losing money to other players);
6.1.5 use a VPN or proxy to hide or alter the location or the identity of the device used to access the Website and/or our services;
6.1.6 break the rules of any sport’s governing body;
6.1.7 open or procure the opening of any Duplicate Accounts;
6.1.8 undertake fraudulent practices or any criminal activity.
6.2 You agree that if you participate in or are connected with any form of Prohibited Practice that will constitute a material breach of the Terms by you.
6.3 If we have reason to believe that you have participated in or are connected with any form of Prohibited Practice, we have the right to withhold your deposit and/or account balance and to recover any other sum from you which may be attributable to your participation in or connection to a Prohibited Practice. In exercising our rights under this clause, you accept that we may require you to provide information and/or documents to us as part of our investigation.
7. Closure or Suspension of your Account
7.1 You are entitled to close your Account at any time, by contacting us through Customer Services (Contact Us). You agree to pay any amounts you owe to us immediately on the closure of your Account.
7.2 We are entitled, at any time, to close or suspend your Account on written notice to you, including if:
7.2.1 you breach any of the Terms;
7.2.2 we suspect you of committing any Prohibited Practices;
7.2.3 in our reasonable opinion, your continued use of our services may damage our regulated status; and/or
7.2.4 if you have placed bets and/or played online games with any other online provider of gambling services and are suspected (as a result of such play) of behaviour equivalent to any Prohibited Practices in relation to those other gambling services.
7.3 When repaying any outstanding balance on your Account, we shall use the same payment methods you used to make deposits to your Account; or such other payment method as we may reasonably select. In addition to any other remedy available to us, if we have reason to believe that you are in breach of the Terms we shall be entitled to recover from your Account any positive balance to the extent of any amount reasonably claimed against you by William Hill.
7.4 Subject to 8.3 if we close your account, any contractual obligations already made shall be honoured accordingly.
8. Complaints Procedure and Claims; Notices; and Miscellaneous
8.1 Any claim or dispute with regard to: (i) a Transaction; and/or (ii) a game you have played using the services, must be made within six (6) months from the date of that Transaction or gameplay. Claims or disputes made after that six (6) month period has passed will not be accepted by us.
8.2 A complaint can be directed to our Customer Service team via live chat, telephone or email. All complaints must include: your full name, date of birth, home address, registered Email address, and mobile number) and include all relevant details giving rise to the complaint.
8.3 We will try to resolve your complaint within ten (10) days from the date we receive it. We may take longer to resolve your complaint if is complex, but will always try to reply within ten (10) days.
8.4 If you are not content with how we have handled your complaint, you may submit your complaint to eCogra using their free ADR service here. You may also submit your complaint to the Maltese Gaming Authority here or by email at: email@example.com
8.5 In the event that you seek to go to court over a claim or dispute the courts of Malta shall have exclusive jurisdiction over those claims or disputes. You and we agree that the Terms shall be governed by and interpreted in accordance with the laws of Malta.
8.6 Other languages: The Terms are provided in different languages. In the event of any discrepancy between foreign language versions of the Terms, the English language Terms shall prevail.
8.7 With the exception of any company within our group of companies, a person who is not party to these Terms has no right to enforce any of the terms. You are not allowed to assign or otherwise transfer your rights under the Terms to any other person.
9. Indemnities and Limitation of Liability
9.1 Our maximum liability arising out of your use of our services, in any and all circumstances will be limited to:
9.1.1 where our liability relates to a Transaction, the amount of the Transaction placed by you in respect of which our liability has arisen;
9.1.2 where our liability relates to the misapplication of funds, the amount of money in your Account that has been misapplied by us; and
9.1.3 in respect of any other liability of William Hill, twenty five thousand Euros (€25,000).
9.2 William Hill accepts no responsibility for the acts or omission of any other legal entity within our group of companies.
9.3 If any provision or part-provision of these Terms is or becomes invalid, illegal or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of these Terms.
9.4 Where we provide services supplied by our third party game providers (“Providers”), you acknowledge and agree that: (i) the Providers are the sole and exclusive owner of all intellectual property rights in/to their software, and (ii) your agreement in respect of the services, is with William Hill which is the entity responsible to you. If you have any complaint or issue with any Provider’s software, you should address this to us and follow our complaints procedure as above.