In line with government guidelines about the COVID-19 situation, all shops in England and a significant number of shops in Scotland are currently closed. If you’re from Wales or Jersey, our shops remain open and you can still use CashDirect and PLUS as payment options. For more information and updates around what this means for you including details on Scottish shop closures please click here

If you’re a non-UK customer and having problems logging in on the app, please login first on the website to accept the new Terms and Conditions before logging back into the app.

How do I verify my account?

What do you need from me?

First, please check that we have your current residential address registered on your William Hill account.

a) If not, please provide us with your current residential address (by Live Chat or by email to We can then run our automated checking process which may provide us with the electronic identification that's required.

b) If so, please provide the following:

  • Driving Licence: front and back
  • Passport: the pages that include your photo
  • National Identity Card: front and back
  • Bank or Credit Card Statement: issued within the last 6 months, showing your full name and address and the issuing body's name or logo (please block out your bank card number if it appears on the statement)
  • Utility Bill (e.g. gas, electric, water) or Council Tax Bill: issued within the last 6 months, showing your full name and address and the issuing body's name or logo

How can I send you my documents securely?

Please photograph or scan the two documents. Then send the copies as a .pdf or .jpg, either by Direct Secure Upload or by Live Chat. See full instructions below:

  • Click here
  • Enter your registered email address and username in the provided fields
  • Click on 'Choose File' to attach your documents one by one
  • Click 'Continue'
  • You'll receive a confirmation message with a unique reference number

  • Click here
  • Select 'Verification/Documents' from the Product menu
  • Enter your name and registered email in the provided fields
  • Type 'verification' in the 'Question' field, and click 'Continue'
  • Once you're connected on Live Chat, give the chat agent your registered email address or username
  • You can hit the paperclip icon to attach your documents

Some tips on getting it right first time...

  • Make sure that you are clearly identifiable in the proof of identity photos
  • Each document must be sent as a separate image: photo-captured (.jpg) images are preferred, but if you'd rather scan your documents, send them as a .pdf
  • Your picture must be in colour, in focus and all the text must be easy to read
  • Your full passport photo page or ID must be in shot: don't leave any bits out or cover with your hand or fingers
  • Your lighting must be good: to prevent any glare, don't use flash

Can I also email you the documents?

Yes, you can send the copies as a .pdf or .jpg attachment to Please ensure you include your William Hill username in the email subject line.

How long will it take for my account to be verified?

Once we have the copies of the two documents, we’ll be in touch by email within 24 hours to confirm whether your account is ready to go.

What if I don't have the required documents?

It’s fastest and easiest to send the documents listed above, but if you don’t have them we can also accept a Birth Certificate as proof of identity or a Signed Credit Agreement as proof of address/finances - it may take a little longer to verify your details though. Please get in touch with us via Live Chat or email for advice.

Why do I need to verify my account?

Verifying that you are over 18 and that you are who you say you are (a process called Know Your Customer or 'KYC') are part and parcel of gambling responsibly, and something that the Gambling Commission requires us to do. In most cases this process is completed automatically, but if the automated process fails you'll be asked for documents.

Since 7th May 2019, if you register as a UK or Isle of Man customer, we’ll need to complete verification before you deposit to avoid your account being suspended. If you were an existing customer before 7th May, this will apply to you too: we need to complete the same checks in order for your account to remain open.

For non-UK customers, age and KYC verification checks take place on your first deposit. Your account may be suspended until you have passed these checks.

Rest assured that we're careful with your data: we store the documents in line with the Data Protection Act and the General Data Protection Regulation (GDPR). For more information on how we store your data please click here.

I've already verified my account - why are you asking me to send more documents?

Occasionally we may need further verification from you to comply with additional regulatory requirements. So even if you've already provided documents in the past, we may ask for more information at a later date. 

Still looking for answers? Contact Us
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