We want you to enjoy your gambling experience with us and to always stay in control. And we're committed to helping you get the support you need if you do run into difficulty. We work with our regulators and gambling charities to offer a wide range of support for customers who experience gambling difficulties and addictions.
Your William Hill acount has tools available to help you stay in control, but it's important to recognise that we can't assume all responsibility for exercising that control. Individual personal responsibility plays a large part in using the tools we offer, and if you're worried you may intentionally avoid them we urge you to please seek advice from a specialist gambling charity.
There's a 'Gambling Controls' section within your account, which you can read about here. Or please read on for a full breakdown of all of your options:
1. Deposit Limits: You decide on how much you can afford to spend on a daily, weekly or monthly basis and stick to it. If you set the limit at £10.00 a day, week or month, our system will not allow you to deposit any more than this amount in 24 hours, seven days or 30 days.
Worried you may exceed your set limits? Don't be - we look backwards from the point at which you are making a deposit and add up any relevant deposited amounts for you.
Any decrease in the amount you want to allow yourself to deposit will be applied immediately to your account. If you want to increase your deposit limits, you'll have to confirm this after a 24-hour period, and in this time you should consider if an increase appropriate for you. Once you confirm the increase, it'll be applied to your account.
Note: we cannot apply deposit limits to deposits made by bank transfer.
To change your deposit limit:
- Log in to your account
- Click on the balance icon
- Click on 'Gambling Controls'
- Select 'Deposit Limits' and then 'Update Deposit Limits' and pick the amounts you wish to limit your daily, weekly or monthly spending to.
To use this tool, please click here.
For example: if you enjoy a wager on the horses, but find yourself spending too much money in the Casino, we can block your access to Casino and you can go back to having fun just on the horses.
These restrictions can be applied to: Casino, Poker, Vegas, Games, Bingo and Live Casino. However, this option is not available on Sports, Virtual Betting or Lottery products.
If you'd like to block your access to specific products, please contact our Customer Service team who are available 24/7 to help you do this.
The 'Session Time Reminder' clock starts the first time you place a bet within a game. Once your selected time is reached and you place another bet then you will be shown the 'Session Time Reminder' popup.
It'll give you the following options;
Continue playing - This resets the clock and allows you to continue playing. The reminder will be shown again once the clock reaches your initial selected time period.
Exit the game - Your current game will be closed and the clock will reset. If you have other games open, you may want to close those as well as they will have also timed out. The clock will restart the next time you place a bet in a game.
View Account History - This allows you to review recent transactions.
The Session Time Reminder is used across all games that you have open and across all platforms (except: Sports, Poker, Virtual and Live Casino). Session Time Reminders for Live Casino games are set from within a game. To do this, launch a Live Casino game, select 'Settings' and then 'Game Session Settings'. Then select the frequency with which you wish the reminder to be displayed. This setting can be amended at any time by returning to the 'Game Session Settings' page and selecting a new duration. For Live Casino games, the timer starts when you launch the lobby. Reminders will be shown when they're due within games.
To see reminders correctly we recommend that after you have set a Session Time Reminder you clear your browser (click here for guidance) and re-install any downloaded software so you have the latest version. To set a Session Time Reminder click here or follow our Account Controls links and visit the Account Controls page.
When you set a Short Time Out with us, we'll close your account for that chosen period. You may withdraw any funds from your account before you start a Time Out. Once a Time Out has started, any balance on your account will not be automatically refunded so you'll need to contact the Customer Service team if you want to make a withdrawal.
While your account is timed out, we'll try not to send you any marketing material or promotional offers but this can take 48 hours to come into effect.
- If you'd like to set a Short Time Out online (up to 30 days), please click here.
- To set a Short Time Out of up to 6 weeks, please contact our Customer Service team via live chat, email or by calling 0800 085 6296.
- If you're a non-UK resident and would like to set a Time Out for longer than 6 weeks, please contact our Customer Service team.
At the end of your Time Out period, your account will automatically re-open and you'll be able to login.
If you wish to opt out of receiving marketing information from us, please click here.
- When you choose to totally self-exclude with us, we'll close all your William Hill accounts from between 6 months to 5 years. You must contact us after the exclusion period has been completed as we do'nt re-open accounts automatically.
- If at the end of your total self-exclusion you feel you are in control of your gambling, contact our Customer Service team (0800 085 6296) who can re-open your account. A 24-hour cooling off period will apply, and during this time you can again consider your decision.
- We take player safety very seriously and if you try to open other accounts with us during your period of exclusion we will do our best to detect and close them.
- In the event you do not choose to update us with any changes in your personal information and you should open a new account, William Hill will not be held liable for subsequent decisions to gamble and your deposits and any winnings or losses incurred will stand, any unspent balances returned and your account subsquently closed by William Hill once identified.
- Before you self-exclude you must close any open gaming sessions. Should you wish to self-exclude, we strongly recommend that you delete/uninstall all apps or downloads connected to William Hill from all your devices.
- Upon self-excluding, your account will be closed, any balance on your account will be withdrawn and we will endeavour to ensure you do not receive marketing from us immediately. However, this process can take up to 48 hours.
To request self-exclusion online, please click here or follow our Account Controls links.
- If you wish to opt out of receiving marketing information from us, please click here. If you've also subscribed to any 3rd party sites advertising William Hill, you should contact them independently to remove yourself from their mailing lists.
- If you have a William Hill Cash Card Mastercard any outstanding balance will be refunded to you, after this your card will be deactivated and you will not be able to use it.
- If you wish to discuss any of these options, please contact our Customer Service team via our live chat or email or by calling 0800 085 6296.
- If you decide to add a deposit limit/product block to your account or to time out or self-exclude, we advise you contact any other betting companies you have an account with and do the same with them.
- If you are considering self-exclusion, you may wish to register with GAMSTOP. GAMSTOP is a free service that enables you to self-exclude from all online gambling companies licensed in Great Britain. To find out more and to sign up with GAMSTOP please visit www.gamstop.co.uk.
- Establish your betting limits and mentally agree with yourself your losses before you start gambling.
- Set a Deposit Limit on your account (click here for more details)
- Set yourself a time limit before you start gambling and stick to it. Set an alarm.
- Don't forget your daily life; ensure you have completed all your responsibilities before gambling.
- Don't turn to gambling as an alternative source of income or a way to pay back a debt.
- Don't gamble if you are in recovery for any dependency or if you are under the influence of alcohol or any other substance
- For more information on how to gamble safely, and on dealing with gambling problems please visit www.gambleaware.co.uk
The following questions can help identify when your gambling behaviour has become a concern:
- Do you stay away from work or college to gamble?
- Do you gamble to escape from problems in your life (boredom, unhappy home life, etc.)?
- If you run out of money when you're gambling do you feel lost and in despair, and want to find money to gamble again as soon as possible?
- After losing, do you feel you must try and win back your losses as soon as possible?
- Have you lied, stolen or borrowed to get money to gamble or pay gambling debts?
- Have you ever lied to cover up the amount of money or time you have spent gambling?
- Do you gamble until your last penny is gone, even if it is for your bus fare home or for food?
- Are you getting into debt because of your gambling?
- Have others ever criticised your gambling?
- Are you reluctant to spend 'gambling money' on anything else?
- Have you lost interest in your family, friends or other pastimes?
- Do you put gambling before your family and other loved ones?
- Do arguments, frustrations or disappointments make you want to gamble more?
- Do you feel depressed or suicidal because of your gambling?
If you answer 'yes' to any of the above, we recommend that you take steps to get back in control. Please read through the account options available to you, and contact our Customer Service team if you'd like to talk them through. The Gambling Charities below can also provide confidential help and advice.
Gambling problems are far-reaching and can have a significant impact on people's lives. If you're experiencing difficulty in controlling your level of gambling and want to seek help and advice on how to manage your levels of gambling, or if you're concerned about a friend or family-member, we recommend the gambling charities below:
- Gamblers Anonymous: www.gamblersanonymous.org.uk
- GamCare: www.gamcare.org.uk
UK-based Helpline: 0808 802 0133
Or through their website at:
- Gambling Therapy (for languages in addition to English):
Get help through their website at www.gamblingtherapy.org
Over 18s Only:
In the United Kingdom, it is illegal for someone who is under 18 years of age to gamble. William Hill reserves the right to ask for proof of age from any customer and to carry out checks to verify the information provided.
Customer accounts may be suspended and funds withheld until satisfactory proof of age is provided. The legal gambling age varies according to country and we advise you to carry out local research.
In order to avoid unlawful betting we may undertake a search with a third party for the purpose of verifying that you are 18 or over. William Hill would, however, ask that, to prevent potential misuse, you keep your account number, user name and password confidential.
For more detailed information on William Hill's Account and Age Verification measures, please click here.
There are a number of third party applications available that parents or guardians can use to monitor or restrict the use of their computer's access to the Internet.
- Net Nanny filtering software protects children from inappropriate web content www.netnanny.com
- CYBERsitter filtering software gives parents the opportunity to add certain sites to block: www.cybersitter.com
There are also a number of companies who provide software which once installed allows you to completely block individual computers from accessing gambling internet sites, these include: