Terms & Conditions: UK, Jersey and Gibraltar Customers

Date updated: 29th November 2024

Version number: 2024/1.3

*IMPORTANT INFORMATION*

PLEASE READ THIS INFORMATION BEFORE YOU MOVE ON TO THE REMAINDER OF THESE GENERAL TERMS & CONDITIONS

• Everything contained in the Terms (see clause 3.2 below for how "Terms" is defined) is important and should be read by you, but we would like to draw your attention in particular to the following clauses in these General Terms (defined in clause 3.1 below) and the important terms and conditions that they contain. These clauses have the potential to seriously affect your interests. It is important that you read the clauses themselves and not rely on the short summaries below:
• By accessing or using the Website and/or any other part of the Services (each defined in clause 3.1 below) and, if applicable, by registering for an Account (defined in clause 4.1 below), you are entering into a legally binding agreement: that agreement is between you and us and it incorporates all the terms, conditions and documents forming the Terms. (See clause 3).
• You must be 18 or over and meet certain other eligibility criteria and requirements to register for an Account and use the Services. (See clause 4.2). Once registered, you will be responsible for all activity that occurs via your Account (see clause 4.3).
• We will need to complete our Verification Checks (as defined in clause 5) before you can do certain things in connection with your Account, including depositing/withdrawing funds (including any winnings) from your Account: If we’re unable to complete our checks to our reasonable satisfaction, we will have the right to suspend or close your Account and we may pass on any necessary information to the relevant authorities. (See clause 5).
• You may only register for one Account and your details must be accurate: If we discover that you have opened more than one Account (which we call a “Duplicate Account”), we will have certain rights, including the right to close your Duplicate Account(s) (and in some circumstances your original Account too), to void bets/wagers, bonuses and/or winnings, and to recover amounts that we have paid out to your Duplicate Account(s) from your Account and/or Duplicate Account(s). (See clause 6).
• We will not tolerate fraudulent activity, cheating or any other “Prohibited Practices” (defined in clause 10). If you do any of these things, we will have certain rights, including the right to suspend and, ultimately, to close your Account, cancel/void any of your Transactions (as defined in clause 7.1 and/or withhold funds (including winnings). (See clauses 10 and 11).
• We may suspend settlement (pending investigation) and/or declare a sports bet as void and return your stake in certain circumstances: such as, for example, where the integrity of the event has been called into question, or we suspect that the bet has been affected by match fixing or rigging, price or pool manipulation, other forms of cheating or other suspicious activity. (See clause 10.4).
• Errors, Malfunctions, and Interruptions: If any part of the Services suffers an administrative, human, operational, software, technical or other error, or presents incorrect information to you such as incorrect terms, odds or winnings (or any other circumstance that we define in clause 8 below as an Error, Malfunction or Interruption), we will have certain rights including the right to void affected Transactions and not to pay out winnings. This includes circumstances where the problem is not obvious to you or us and is only discovered by us when we check or verify the result of a Transaction and/or gameplay. (See clause 8).
• Withdrawing your funds: You will usually be able to withdraw your available balance at any time (subject to the applicable banking clearance period), but there are certain circumstances in which we will be entitled to delay or withhold withdrawals. (See clause 9).
• Maximum winnings limits apply to our Services: This means that, regardless of the amount you stake and no matter how much you appear to have ‘won’, you will only be entitled to receive up to the maximum winnings limit. (See clause 9.3).
• In certain circumstances, our liability to you is limited or excluded: When you access and use our Services, it is important that you understand what we are liable for, when limits to our liability will apply (and what those limits are), and what we are not liable for. It is also important that you understand that we will not be liable to you under the Terms, and nor do we owe you a legal duty of care, in respect of our compliance or otherwise with any regulatory obligations that we may be under from time to time. (See clause 15).
• Our right of set-off and your obligation to compensate us: Sometimes we can set off the positive balance in your Account against amounts that you owe to us. You may also be required to compensate us if we suffer losses because you have engaged in a Prohibited Practice. (See clause 10.2 and 10.5).
• We may sometimes take actions in relation to your Account for regulatory reasons including where we are required to do so by the terms of our licence and/or a regulatory authority. These actions include running certain Verification Checks (see clause 5), restricting, suspending or closing your Account (see clause 11.5),and preventing you from participating in and/or completing any promotions we may offer (see clause 17).

1. Definitions / Terminology

1.1. In these General Terms, you will see certain capitalised words being used. These capitalised words are 'defined terms' – this means that they have specific meanings. The first time a defined term is used, you will see it in brackets, with quotation marks and in bold, and it will be accompanied by its specific meaning. For example, where we've defined “Website" in clause 3.1 below, the “Website” means www.williamhill.com.

1.2. In these General Terms, we have tried to be as clear as possible about what will happen in various situations. However, we do occasionally use expressions such as "may" or "are entitled to" in reference to rights/actions that we may (or may not) exercise/take. These expressions are intended to convey the fact that the rights/actions we may (or may not) exercise/take will depend on the exact circumstances that have arisen or legal or regulatory obligations that apply.

 

2. Who We Are

2.1. We are ‘WHG (International) Limited’, a company registered in Gibraltar, with registered company number 99191 and whose registered office is at 6/1 Waterport Place, Gibraltar (“William Hill”, “we”, “our” or “us”).

2.2. WHG (International) Limited is licensed and regulated by the Gambling Commission of Great Britain under account number 39225 in respect of customers in Great Britain (i.e., England, Scotland and Wales) and Northern Ireland and further licensed by the Government of Gibraltar and regulated by the Gibraltar Gambling Commissioner with licence numbers 034 and 042 in respect of customers in Great Britain, Northern Ireland, Jersey and Gibraltar.

2.3. As we made clear in the "Important Information” section at the beginning of these General Terms (see the paragraph titled “In certain circumstances, our liability to you is limited or excluded”): notwithstanding our regulated status, we will not be liable to you under the Terms (defined in clause 3.2 below), and nor do we owe you a legal duty of care, in respect of our compliance or otherwise with any regulatory obligations that we may be under from time to time, including those relating to 'safer gambling', 'social responsibility' or similar.

 

3. These General Terms and Other Important Terms that Apply to You; Reasons these Terms and/or the Services May Change

3.1. These general terms and conditions ("General Terms") together with the documents referred to in them which together form the "Terms" (see clause 3.2 below) apply to you when you access or use our services offered for the time being by us through our website www.williamhill.com (the “Website”), our applications (known as “apps”) and/or our telephone betting service (see more information here), and any of the sports betting, gaming and gambling products and services which are available via the same (together, the “Services”). By accessing and using the Services and, if applicable, by registering for an Account, you will be indicating that you accept and agree to be bound by the Terms, which form a contract between you and us. If you do not agree to be bound by the Terms, you may not use the Services or register for an Account.

3.2. Not all of the legal terms and conditions that apply between you and us are set out in these General Terms – some of them are contained in separate documents in order to avoid these General Terms becoming too long. We cross-refer to these other documents and provide you with links to them at all appropriate points. They are still important terms which form part of the legal contract between you and us, and you should read and understand them just like the rest of these General Terms. These cross-referenced terms which (together with these General Terms) form the "Terms" include the following:

3.2.1. In relation to Sportsbook:

3.2.1.1. Sports Rules;

3.2.1.2. General Sports Betting Rules;

3.2.1.3. General Betting Rules (also referred to as our “Fair Deal Rules”); and

3.2.1.4. Bonus & Consolation Bets Rules.

3.2.2. For any games (including, without limitation, under the ‘Vegas’, ‘Live Casino’, ’Casino’, ‘Bingo’ and ‘Poker’ tabs), the applicable rules for the relevant game (in some cases, shown in the “(i)” icon for each game); and

3.2.3. Any terms and conditions and/or rules which apply to free bets, bonuses and any other prize or benefit which we may offer from time to time as part of a promotion (the “Promotion Terms”).

3.3. If there is any conflict or inconsistency between these General Terms and the other cross-referenced terms forming the Terms, these General Terms will to that extent take precedence.

3.4. We may change the Terms from time to time for various reasons – for example changes necessary to comply with applicable laws and regulations, or instructions, guidance or recommendations from a relevant regulatory authority, for customer service reasons and/or to keep up to date with changes to the Services and/or our business practices. If we make any important/significant changes to the Terms, we will notify you of those changes in advance and your continued use of the Services following notification will indicate your agreement to the amended Terms. If you do not agree to the amended Terms then you must not continue to use the Services and you should contact our Customer Services Team so that your Account can be closed and any available balance returned to you (except where we have the right under the Terms to withhold funds). You can always read the most up-to-date Terms on the Website.

3.5. We may suspend, modify, remove and/or add products and/or services to the Services from time to time. We will endeavour to give you prior notice wherever reasonably possible, however some actions may be required to be made with immediate effect and without notice (for example, for security or legal/regulatory reasons).

 

4. Opening an Account and Account Security

4.1. In order to access the Services, you must first register personally with us and open an account (“Account”).

4.2. By registering for an Account, you agree and confirm that:

4.2.1. you are at least 18 years of age and of legal age to gamble in your country of residence;

4.2.2. you are legally capable of entering into a binding agreement with us;

4.2.3. you have not been excluded, and are not currently subject to a self-exclusion, from gambling, whether with us or any company within our corporate group, William Hill retail betting shops, any other gambling operator and/or GAMSTOP (see clause 16.2 below);

4.2.4. you are not depositing money originating from criminal and/or other illegal activities;

4.2.5. you are depositing money through a payment card or other payment method which is in your name and owned by you;

4.2.6. you understand and accept the risk that, by using the Services, you may win or lose money;

4.2.7. you are a resident of Great Britain (i.e. England, Scotland and Wales), Northern Ireland, Gibraltar or Jersey;

4.2.8. gambling is not illegal in the country, territory and/or jurisdiction from where you access the Services (each being a “Prohibited Jurisdiction”) and that 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 the Services;

4.2.9. the information you provide when opening your Account (and, if applicable, subsequently) is correct, complete, accurate and not misleading, and you will promptly update us with any changes to that information;

4.2.10. you understand that officers, employees and contractors of William Hill and any of its group companies or suppliers, as well as immediate family member(s) of such individuals, are not allowed to participate in the Services and you confirm that you do not fall into any of these categories;

4.2.11. you are opening your Account solely for your own personal and non-commercial use and are not acting on behalf of someone else (including by opening or attempting to open an Account in someone else’s name); and

4.2.12. you have not asked us to close any of your previous Accounts and/or we have not previously closed any Accounts held by you.

4.3. 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, for example people who may not be in control of their gambling) are not able to access your Account. You must exercise good password hygiene, including, without limitation, ensuring your password is strong and secure, ensuring your password is not available to, and cannot easily be guessed by, anyone else, and by changing your password regularly. If any other person accesses your Account using your login credentials, with or without your knowledge, you will remain responsible for any activity (including all Transactions) which takes place on or through your Account, and the consequences of that activity, including for any losses incurred (except where our failure to exercise reasonable care has resulted in a third party obtaining your username, password or other security information).

4.4. If you suspect that someone else has accessed your Account or has obtained your Account login information, you should immediately contact our Customer Services Team.

 

5. Verification Checks

5.1. As a licensed operator, we are required to make checks to verify your identity and, in certain circumstances, the source of any funds deposited in your Account (see more information here), both at Account opening stage and on an ongoing basis during the time that you have an Account (including, without limitation, for general due diligence, fraud, security, payment method, affordability and financial wellbeing, safer gambling, system check or legal/regulatory compliance purposes, for any other business reasons or as may be required in accordance with the Gambling Commission of Great Britain’s ‘rules on action for at risk customers’) (“Verification Checks”).

5.2. You acknowledge and agree that we may, at any time, undertake such Verification Checks as we may require and/or are required by applicable laws, regulations and/or by the relevant regulatory authorities, and you agree to promptly provide any information and/or evidence that we may request. The information/evidence that we may request may include (but are not necessarily limited to) certified ID, proof of address, passport and bank statements (noting that redacted copies of any such information/evidence may not be accepted), and we may also require you to provide a photograph of yourself holding these ID documents (more information is available here). 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).

5.3. When deciding whether to accept your registration for an Account, we may supply the information you have given us to authorised third parties to confirm your age, identity and registered payment details. We may also run credit checks with third party credit agencies on the basis of the information provided by you.

5.4. Until we have received all requested information/documents and satisfied our Verification Checks to our reasonable satisfaction, we will restrict your Account in any manner that we reasonably deem appropriate, including by preventing you from accessing the Services, placing any deposits, bets or wagers, or from withdrawing your funds (including, if applicable, any winnings).  If our Verification Checks cannot be completed to our reasonable satisfaction, your Account will be suspended and, ultimately, may be permanently closed. In this event, we may also be required to withhold funds in your Account (see clause 11.8.3 below).

5.5. Underage gambling is a criminal offence. You will not be permitted to gamble until we have verified your name, address and date of birth. If we discover (after you've successfully opened an Account) that you are under 18 years of age:

• your Account will be closed;
• all Transactions made via your Account will be void;
• all funds deposited by you will be returned to you using the same payment method used for the deposit of such funds; and
• we may make a report to the relevant regulatory authority.

Depositing Money and Protection of Your Funds

5.6. Deposits will be credited to your Account after we have processed and cleared them. You can use the money deposited into your Account to place bets and/or play games as part of the Services.

5.7. The name on the bank account, payment card or the payment card being used to fund any other payment method (including, without limitation, Apple Pay, PayPal or other similar services) from which you deposit money into your Account must correspond with the details and name on your Account. You can only deposit money into your Account from a personal card or account (and not a corporate or business card or account) which is in your name and owned by you. You are not allowed to sell, transfer or assign your Account to anybody else (or attempt to do so).

5.8. No one else is allowed to deposit money into your Account or to use 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 (acting reasonably) that you have deposited money into your Account from, or on behalf of, someone else, we may require further evidence from you before any bets are accepted and we may ultimately (in accordance with our rights under clause 11.8) delay or withhold withdrawals.

5.9. You must not use your Account as a bank account. We are not a financial institution and any balance held in your Account will not earn any interest in your favour. 

5.10. Information for our customers in Great Britain (i.e. England, Scotland and Wales): We are required by our Gambling Commission of Great Britain licence to inform you about what happens to funds which we hold on account for you, and the extent to which such funds are protected in the event of our insolvency. By depositing funds into your Account, you direct us and we agree to hold such funds (including winnings, prizes or bonuses arising from such funds) on trust for you in a “Designated Client Account” (“Purpose”). These funds are kept separate from William Hill’s company funds and bank accounts. Our bank has acknowledged in writing that funds held by us in the Designated Client Account are held on trust by us for the Purpose. We will not combine the Designated Client Account with any other account and will not exercise any right of set-off or counterclaim against funds in the Designated Client Account in the event of our insolvency (i.e we hold customer funds separate from company funds). This means that steps have been taken to protect your funds but there is no absolute guarantee that all funds will be repaid in the event of insolvency. Customer funds are kept in accounts separate from business accounts; and arrangements have been made to ensure assets in the customer accounts are distributed to customers in the event of insolvency. This arrangement meets the Gambling Commission of Great Britain’s requirements for the segregation of customer funds at the level: medium protection. For more information, click here.

5.11. 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, there is no guarantee that all funds will be repaid.

5.12. You can use any permitted payment method (in accordance with clause 5.7 above) 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). Subject to clause 9 below, you can withdraw your funds (including your full deposit balance) from your Account at any time. We may impose a minimum threshold on withdrawals as set out here, but please contact our Customer Services Team if you require assistance with the withdrawal process. More information can be found here and here.

 

6. Duplicate Accounts

6.1. You may only have a single Account at any one time.

6.2. If we have reason to believe that you have opened or are associated with more than one Account, such additional Account(s) will each be classified as "Duplicate Accounts". Examples of being ‘associated with’ more than one Account include (but are not necessarily limited to) using someone else’s Account, using someone else’s Account details or having multiple Accounts at/under the same physical address and/or email address and/or IP address). We are entitled, in respect of each Duplicate Account:

6.2.1. to close the Duplicate Account, leaving you with only the original Account (unless we have reason – for example if you have deliberately or fraudulently opened more than one active Account – to close all your Accounts);

6.2.2. to treat all bonuses, free bets and/or prizes or other promotional benefit obtained using the Duplicate Account, and all winnings accrued from any promotions or promotional benefits, as void; and/or

6.2.3. to void all future and/or unsettled Transactions on the Duplicate Account (and all winnings accrued from such Transactions).

6.3. To the extent that we are not able to fully recover amounts we have paid out to your Duplicate Account(s), we may recover any such amounts directly from your original Account and/or from any other Duplicate Account held by you or on your behalf.

7. Placing, and Our Acceptance of, Your Bet

7.1. It is important that you ensure that the details of any bet, wager, stake or similar transaction that you place via the Services (each a “Transaction”) are correct. You must exercise your own judgement in choosing to enter into or place a Transaction.

7.2. No Transaction is accepted by us until we have confirmed this to you. We are entitled to refuse the whole or part of any Transaction or to place limits and/or restrictions 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 our Customer Services Team. For further information relating to making Transactions, please see here and/or view the Help Section of the Website.

7.3. We may cancel or amend a Transaction pursuant to clause 5 (Verification Checks), clause 8 (Errors, Malfunctions and Interruptions) or clause 10 (Prohibited Practices).

 

8. Errors, Malfunctions and Interruptions

8.1. We try to provide you with a high-quality betting and gaming platform, but we cannot guarantee that the Services will at all times perform correctly. Various kinds of mistakes and errors can occur – technical, human and otherwise – and you understand and agree that we can only provide the Services to you, and you must accept them, in the condition that we make them available from time to time.

8.2. In this clause 8, we set out a description of the things that can go wrong and the rights that we have in such events. In clause 15 below, we set out how we will not be liable to you when these (and other) things go wrong.

8.3. Below are some key definitions to help you understand this clause:

A “Malfunction” refers to where an automated process fails to operate as designed or intended, for example where a piece of computer software produces a deviation from its intended performance specifications or parameters, where two or more pieces of software fail to interface or communicate with each other in the manner intended or designed, or where an incorrect or out-of-date version of a piece of software becomes available or accessible to players, in any such case so as to produce a result which is not the result that was intended or designed. These malfunctions may or may not be apparent to us or to you and they may only come to light as and when settlement instructions, game outcomes, winnings or cash outs are investigated and analysed retrospectively.

An “Error” refers to a mistake or error that is not exclusively technical, for example the mistaken posting of incorrect odds or the offer of incorrect prices or terms for participation in a promotion or gambling opportunity. Errors can arise from human mistakes, administrative, operational or systems failures and combinations of all of these. Examples of errors include (but are not necessarily limited to) situations where:

• the odds or terms of a bet have been misstated as a result of automated data feed error, human mistake, error or omission in inputting the information or setting up, or administrative, operational or system failure;
• where we have made a ‘palpable error’ which occurs where:
• the prices/terms offered are materially different from those available in the general market at the time the bet is placed (references to the ‘general market’ include retail shops and online, and include prices offered by other operators);
• the prices/terms offered at the time the bet is placed are a result of an obvious error or omission (e.g. different from those available in the general market at the time the bet was made) or clearly incorrect given the probability of the event or outcome occurring at the time the bet was made;
• we continue to accept bets on a market which should have been suspended or closed, including where the relevant event is in progress (except where ‘in-running’ bets are expressly allowed and accepted) or has already finished (sometimes referred to as ‘late bets’); and/or
• where an error is made by us as to the amount of winnings/returns that are paid to you (including, without limitation, a settlement error where the incorrect starting price or result has been entered by human mistake, administrative, operational or systems failures (or any combinations of these)).

An “Interruption” refers to an interruption in a gambling transaction for any reason, for example an interruption caused by the failure of our, your or any third party’s internet or connectivity, or severe latency in communications, or technical failure due to some disaster or unforeseen event.

8.4. Where any of the above occur, we will try to deal with them as described below and it is important that you understand and agree to the following before you use the Services, as we made clear in the “Important Information” at the top of these General Terms:

Malfunctions

8.5. If, as a result of a Malfunction, your Account is credited with winnings that you would not have received were it not for that Malfunction, we will have the right to void the relevant Transaction and withhold the relevant winnings. This applies even if the relevant gambling product could have produced the same or similar amount of winnings without the intervention of the Malfunction and it applies whether the Malfunction was apparent to you or to us or not. If you have withdrawn any such winnings, you agree that you will pay them back to us as and when we ask you to.

8.6. Where any Malfunction is or becomes apparent or obvious to you or you suspect that a Malfunction may be occurring, you agree that you will cease your use of the relevant Service(s) immediately and will report it to our Customer Services Team immediately.

Errors

8.7. In the event of an Error, the same applies as for Malfunctions, as set out above, or alternatively in some circumstances at our discretion we have the right to correct any Error made on a Transaction placed and re-settle at the correct price or terms which were available or should have been available at the time the Transaction was placed (as the Transaction will be deemed to have taken place on the terms which were usual for that Transaction at the relevant time the Transaction was made); or where it is not reasonably practicable to correct and re-settle, to declare the Transaction void and return your stake to your Account. Any funds credited to your Account or withdrawn by you as a result of an Error shall, pending resolution under clause 8.8, be deemed owed to us and we may set off any of the positive balance in your Account against any such amounts owed by you to us.

8.8. Where any Error is or becomes apparent or obvious to you or you suspect that an Error may be occurring, you agree that you will immediately cease your use of the relevant Service(s) and report it to our Customer Services Team. Whilst error messages won’t always be possible, if you see an “error” message (or equivalent) on the Website, via an email from us or anywhere else, this is a clear indication that there is an Error and you must cease using the relevant Service(s) immediately.

Interruptions

8.9. Our priority is to ensure that we deal with Interruptions in a way that is fair and does not systematically disadvantage our customers.

8.10. In relation to betting: we are entitled to suspend betting markets, void bets and return stakes to customers.

8.11. In relation to gaming:

where an Interruption occurs after we receive notification of and have confirmed your Transaction and where you can have no further influence on the outcome of the event or Transaction, the results of the Transaction will stand;

• where an Interruption to a single-participant single stage event occurs before an outcome has been generated, we will return your stake to your Account;
• for games where there are multiple stages or decision points, we will take all reasonable steps to restore the game to its last known state prior to the Interruption to enable you to complete the game;
• for games with multiple participants (equal chance or otherwise), we will deal with these as seems fairest to us (acting reasonably) on a case-by-case basis; and
• for games that are progressive jackpots, progressive jackpot values will be restored to their pre-failure state to the extent it is within our control and not the games provider’s control.

8.12. You must contact our Customer Services Team and tell us immediately if you become aware of any Error, Malfunction or Interruption relating to our Services or any Transaction.

 

9. Withdrawals; Maximum Winnings Limits

9.1. You may request withdrawal of your available balance funds (including, without limitation, your deposit balance) from your Account at any time (subject to the applicable banking clearance period), provided that:

9.1.1. all payments made into your Account have been confirmed as cleared and none have been charged-back, reversed or otherwise cancelled;

9.1.2. any Verification Checks have been completed by us to our reasonable satisfaction (see clause 5 above). Where we have requested information from you to carry out these checks, any delay in providing this information may cause delay when withdrawing funds; and

9.1.3. there is currently no ongoing, or completed (other than where completed in your favour), investigation:

a. into an Error, Malfunction or Interruption (as those terms are defined in clause 8 above) involving a Transaction or a Service which you have played or participated in; or

b. where we have reasonable grounds to believe you may have engaged in an illegal activity or Prohibited Practice (as defined in clause 10.1 below) which would entitle us to withhold funds in accordance with clause 11.8 below,

• and in the case of clauses 9.1.3 (a) & (b), you acknowledge and understand that, as we made clear in the “Important Information” section at the beginning of these General Terms, we are ultimately entitled to void any affected transactions, withhold funds (including any winnings) and (in the case of illegal or Prohibited Practices) suspend/close your Account.

9.2. Please note that we may impose a minimum threshold on withdrawals as set out here (which differ depending on the payment method you select) but we will process a withdrawal for the full available balance in your Account in any event (i.e. even if less than the minimum withdrawal threshold) and you may need to contact our Customer Services Team to do this. More information can be found here and here.

9.3. As we made clear in the ‘Important Information” section at the beginning of these General Terms, maximum winnings limits apply to our Services and these limits apply regardless of stake. This means that, regardless of the amount you stake and no matter how much you appear to have ‘won’, you will only be entitled to receive up to the maximum winnings limit. The current sportsbook maximum winnings limits are available here and any gaming maximum winnings limits are available in the relevant game rules (e.g. where applicable, located in the game rules under the “(i)” icon of the relevant game).

 

10. Prohibited Practices

10.1. You may only use the Services, including your Account, for lawful gambling purposes in accordance with the Terms. You agree not to do any of the following (each a “Prohibited Practice”):

10.1.1. attempt to use a payment card or other payment method which is neither in your name nor owned by you;

10.1.2. make any charge-backs, reversals or otherwise cancel any deposits into your Account;

10.1.3. provide any false, incorrect, incomplete or misleading information to open your Account, or make any subsequent changes to such information which are false, incorrect, incomplete or misleading (including, without limitation, to avoid GAMSTOP identification and circumvent self-exclusion) (except in all cases where you provide any incorrect or misleading information in order to pass relevant age-verification checks, which situation will be dealt with as described in clause 5.5 above);

10.1.4. provide false, incorrect, incomplete or misleading information in relation to your source of funds or in response to any of our Verification Checks;

10.1.5. abuse any promotions we offer (including, without limitation, by betting exploitatively, betting on all possible outcomes or opposite sides of an event, breaching the Promotion Terms, or otherwise taking unfair advantage of any promotions);

10.1.6. deposit money into your Account from, or on behalf of, someone else; allow or enable someone else to use your Account; or otherwise use the Services other than for your own personal and recreational use;

10.1.7. use external factors, systems or influences, take unfair advantage of the Services, or engage in collusion or cheating of any kind (including, but not limited to, exploit any loophole in any software used in connection with the Services; use machines, computers, software or other automated systems such as bots to enable play without human intervention; or engage in any form of hacking including by attempting to gain unauthorised access to any of the Services, the servers on which the Services are hosted, or any server, computer or database connected to the Services);

10.1.8. exploit an Error, Malfunction or Interruption (including if you continue to use a Service once it is apparent or obvious to you or you suspect that an Error, Malfunction or Interruption may be occurring) or, without limitation, deliberately hack or otherwise damage or affect games and/or betting prices in a way that would lead to you obtaining an unfair advantage;

10.1.9. attempt to access (including by the use of machines, computers, software or other automated systems, such as bots) the Website or Services from any Prohibited Jurisdiction, including by using a VPN or proxy to hide or alter the location or the identity of the device used to access the Website and/or Services;

10.1.10. place a bet (including on behalf of a third party) in breach of any rules of a sports governing body (including, without limitation, any rules on betting or misuse of inside information relevant to a sports governing body), other professional body of which you (or the relevant third party) are a member or your employer (or the employer of the relevant third party);

10.1.11. open or collude in the opening of any Duplicate Accounts;

10.1.12. behave abusively towards and/or harass our Customer Services Team;

10.1.13. engage in any behaviour with any other provider of gambling services which is equivalent to any Prohibited Practice in relation to those other gambling services;

10.1.14. engage in any fraudulent, illegal or criminal activity in connection with your Account and/or the Services;

10.1.15. engage in any behaviour or use of the Website and/or Services which may (in our reasonable opinion) damage our regulated status; 

10.1.16. engage in any activity which results in the integrity of an event being called into question as described in clause 10.4.1 or which renders a bet ‘substantially unfair’ as described in clause 10.4.2 or place a series of bets in the manner described in clause 10.4.3; or

10.1.17. appear in our reasonable judgement to be depositing or withdrawing money or otherwise using the Services without genuine play; or

10.1.18. otherwise materially breach the Terms.

10.2. 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 and, as we made clear in the “Important Information” at the top of these General Terms, we will have certain rights against you, including (as applicable in the circumstances) suspending and, ultimately, closing your Account, cancelling/voiding affected Transactions, suspending settlement of a sports bet (pending investigation) and withholding funds (including any winnings attributable to the Prohibited Practice) – these rights are further explained in clause 11 below. You further agree to compensate us for any costs, charges or losses sustained or incurred by us arising from any Prohibited Practices on your part. We may set off any of the positive balance in your Account against any amounts owed by you to us.

10.3. In addition, if we discover or suspect (acting reasonably) that you have participated in or attempted to participate in the abuse of any promotions we offer (i.e., the Prohibited Practice set out in clause 10.1.5), we may remove any benefits derived from these promotions from your Account, block your participation in current or subsequent promotions and/or suspend your Account (pending investigation).

10.4. We may also suspend settlement of a sports bet (pending investigation) and/or declare a sports bet on an event (and/or declare any betting market(s) on the event itself) as void and return your stake if:

10.4.1. the integrity of the event has been called into question and has been reported (by us, or by another party, including, without limitation, the International Betting Integrity Association) to the relevant regulatory authority (including, without limitation, the Gambling Commission of Great Britain, the Gambling Commission of Great Britain ‘Sports Betting Intelligence Unit’, the Gibraltar Gambling Commissioner, law enforcement agencies and/or a sports governing body) and will only make payment if our initial concerns/suspicions are proven to be unfounded by a relevant decision of such relevant regulatory authority;

10.4.2. we have reasonable grounds to suspect that the bet is ‘substantially unfair’, due to, for example, match fixing or rigging, price or pool manipulation, inside information (information not freely available in the public domain) being used to gain an advantage or other forms of cheating, or where there is suspicious activity based on the size, volume or pattern of bets placed with us; or

10.4.3. there is evidence of a series of sports bets each containing the same or similar selection(s) having been placed by or on behalf of the same customer (acting alone or in collusion with other customers)

10.5. In respect of clause 10.4:

10.5.1. if winnings from bets placed on the suspicious events have already been paid out to you, we are entitled to set off any of the positive balance in your Account (or any other funds owed from bets unrelated to the suspicious events) against any amounts owed by you to us;

10.5.2. we may attempt to reclaim any remote payments already processed and accept no responsibility for any charges incurred if this leaves your bank account with a negative balance;

10.5.3. once a reasonable suspicion has been reported by or to us, we will be limited as to the amount of information we are able to provide you to ensure that we do not prejudice any ongoing formal investigations; and

10.5.4. we will not respond to any claims made via our appointed independent adjudication service, IBAS (defined in clause 14.4), in relation to bets placed on markets or events which are under investigation by any relevant regulatory authority. All claims will be processed and responded to in full once we are made aware that any and all such investigations have been concluded.

10.6. If you suspect that another customer is participating in or connected with any form of Prohibited Practice, you should contact our Customer Services Team.

 

11. Closure or Suspension of Your Account by Us

11.1. If we discover or have reasonable grounds to suspect that you have engaged or are engaging in any Prohibited Practice, we will suspend your Account without notification and your Account will remain suspended while the matter is investigated. You agree to cooperate fully with any such investigation, including by providing any information and/or documents that we reasonably require from you as part of such investigation. Your funds cannot be accessed or withdrawn during periods of suspension and any balance will remain in the Account.

11.2. If our investigation results in our decision that the issue has been resolved to our satisfaction, we will lift the Account suspension. If our investigation results in our decision (acting reasonably) that you have engaged in any Prohibited Practice, we are entitled to restrict, suspend or permanently close your Account, depending on the severity and frequency of your engagement in any Prohibited Practice. In these circumstances, your details may be passed on to any applicable regulatory authority or any other relevant external third parties.

11.3. We are also entitled to restrict, suspend or close your Account at any time on no less than 14 days’ written notice to you.

11.4. We also have the right to: (a) close any Inactive Account in accordance with clause 13.6; and (b) close your Account if we cannot complete our Verification Checks to our reasonable satisfaction, in accordance clause 5.4.

11.5. We may also from time to time be required by a competent authority to restrict, suspend or close Accounts for legal or regulatory reasons. Such restrictions, if applicable, may affect your use of your Account and we will not be responsible if any such restrictions affect your ability to complete the requirements of any promotion and/or to benefit from any bonuses, benefits or prizes.

11.6. If we restrict, suspend or close your Account because you have engaged in any Prohibited Practice (or for any other reason): (a) we will be entitled to inform the other companies within our corporate group; and (b) any other member(s) of such group will be entitled to restrict, suspend or close any account(s) you may hold with them. Likewise, if we are informed by any other company within our group that your account with them has been restricted, suspended or closed because you have engaged in any prohibited practice with respect to that account (or for any other reason), that prohibited practice will be deemed a Prohibited Practice for the purposes of these General Terms and we will be entitled to restrict, suspend or close your Account with us.

11.7 We are a participant in the “Single Customer View” trial project. This is a project to ensure that people who display high-risk behaviours are protected from gambling related harm to their health. To do this, gambling operators participating in the trial that provide online gambling products will take steps to identify customers who they believe should not be gambling and share some key customer information with the GamProtect system. From 4th May 2023, the participating gambling operators will use GamProtect to identify whether the same customer has an account with them and proceed to close their account to reduce the potential for harm. As such, from 4th May 2023, where we (i) identify you as a customer that we believe should be registered with GamProtect or (ii) receive information about you from GamProtect from another participating operator, we reserve the right to close your Account. For more information about the Single Customer View Trial and what happens in the event of an account closure, please see the Privacy Notice located here.

11.8. Any balance in your Account at the time of any closure by us will be paid back to you, except:

11.8.1. if you have engaged in illegal activity, we will be under no obligation to refund to you any money that may be in your Account;

11.8.2. if we discover or have reasonable grounds to believe that you have participated in any Prohibited Practice(s) (see clause 10.1 above), then we will (as applicable in the circumstances) withhold all or part of the balance and recover from your Account deposits, payouts, bonuses and/or any winnings, in each case that are attributable to such Prohibited Practice(s); and/or

11.8.3. if we are required by applicable regulation and/or a relevant authority to withhold funds in your Account.

11.9. When paying out any sums following Account closure or otherwise, we will try to return any such sums to you using the same payment method used for the deposit of such sums (wherever possible) or using such other payment method as we may reasonably select (and you acknowledge and agree that we may need to undertake Verification Checks in accordance with clause 5.2 above in connection with such purposes).

 

12. Closing Your Own Account

12.1 You are entitled to close your Account at any time, via the relevant ‘Account Closure’ setting in your Account or alternatively by contacting us through our Customer Services Team (Contact Us). You agree to pay any amounts you owe to us immediately on the closure of your Account.

 

13. Inactive Accounts

13.1. If you do not login to your Account and carry out any betting/gaming activity on your Account (including, without limitation, depositing, withdrawing, placing a bet or playing a game) for a period of at least thirteen (13) consecutive months, your Account will be classified as an "Inactive Account”. 

13.2 If the balance in your Account is zero at the time it is classified as an “Inactive Account”, it will be closed and no fee will apply. However, if you have a positive balance in your Account, we will:

13.2.1 use all reasonable steps to notify you, using the details you provided during your registration process (or as later updated by you), that an Inactive Account fee will be charged by a specific date (see clauses 3.3 to 3.5 below); and

13.2.2 attempt to return the balance back to your last payment method used to deposit into your Account (where possible), except where these Terms entitle or require us to withhold payment.

13.3 If the Account remains an Inactive Account then, after a minimum period of 30 days following our first attempt to notify you as described above, we will start to deduct an Inactive Account Fee (as defined in clause 13.3 below).

13.4 During the period that you hold an Inactive Account, we will deduct from the Inactive Account balance (if any) an administration fee of £3 (or currency equivalent) (set out here) (the “Inactive Account Fee”) which reflects a reasonable estimate of the costs directly incurred by us in maintaining the Inactive Account. The Inactive Account Fee will be deducted from the Inactive Account balance on the 28th day of every month, starting on the first month where your Account is classified as an ‘Inactive Account’. 

13.5 The Inactive Account Fee will be deducted until the earlier of: 

13.5.1. the Account balance being reduced to zero (including, without limitation, by you withdrawing the available balance); or

13.5.2. the Account being reactivated by you by logging into your Account and carrying out any betting/gaming activity on your Account.

In each case, the Inactive Account Fee will cease to be deducted.

13.6. For further information on the Inactive Account Fee, please see  here.

13.7. We are entitled to close any Inactive Account whose balance has been reduced to zero for a period of six (6) consecutive months.

 

14. Complaints/Disputes

14.1 Details of how to raise a complaint and our complaints process can be found here.

14.2 Should you wish to make a complaint in relation to the Services, as a first step, you should contact our Customer Services Team by following the link to our “Live Chat” here.

14.3 If you remain unhappy with the response provided by our Customer Services Team and would like your complaint escalated for further investigation, you should contact our Second Opinion team at second_opinion@willhill.com (as explained here).

14.4 If you remain unhappy with any solution offered by us (including if our Second Opinion Team hasn't provided you with a final response within eight (8) weeks or if you're not satisfied with the outcome of the complaint), then you may refer the matter for adjudication to the Independent Betting Adjudication Service (“IBAS”). Information about IBAS can be found here. IBAS is a completely independent adjudication service which will consider any case regarding specific betting or gaming transactions.

 

15. Liability

Our liability to you

15.1 This clause will not – and is not intended to – exclude or limit our liability for anything which it would be unlawful for us to exclude or limit. In particular (but without limitation) nothing in the Terms will operate so as to limit or exclude our liability for:

15.1.1 personal injury or death caused by our negligence or the negligence of our employees, agents or subcontractors;

15.1.2 fraud or fraudulent misrepresentation;

15.1.3 breach by us of your statutory rights as a consumer;

15.1.4 payment of winnings which are rightfully due to you (i.e. other than in any circumstances where we have the right under the Terms to cancel, void or withhold or suspend settlement of winnings); or

15.1.5 any other liability which may not be excluded by applicable law.

15.2 As we made clear in the "Important Information" section at the beginning of these General Terms, we will not be liable to you under the Terms, and nor do we owe you a legal duty of care, in respect of our compliance or otherwise with any regulatory obligations that we may be under from time to time, including those relating to 'safer gambling', 'social responsibility' or similar.

15.3 Subject always to clause 15.1 above:

15.3.1 we will not be liable for any damage, loss, distress or inconvenience suffered or incurred by you:

a. that could not have been reasonably expected by you and us at the time you register for an Account or at the time you enter into or place a Transaction;

b. arising out of or in connection with your access or use of the Services, including as a result of any Error, Interruption or Malfunction;

c. arising out of any breach by you of the Terms (including any Prohibited Practice on your part);

d. arising out of any failure or delay by us in the performance of our obligations under the Terms which is due to any circumstance or event beyond our reasonable control (see also clause 15.6 below); or

e. if you use the Services for business/commercial purposes in breach of the Terms, for any business interruption or loss of profits, revenue, data or information;

15.3.2 the Services and the Website are provided on an “as is” basis and we make no specific warranty or representation in relation to the quality, completeness or accuracy of the Services or the Website; and

15.3.3 our maximum liability arising out of your use of the Services will be limited to:

a. where our liability relates to a Transaction, the amount of the bet, wager, stake or similar placed by you in respect of which our liability has arisen;

b. where our liability relates to the misapplication of funds, the amount of money in your Account that has been misapplied by us; and

c. in respect of any other liability of William Hill, ten thousand pounds sterling (£10,000).

15.4 William Hill accepts no responsibility for the acts or omission of any other legal entity within our corporate group.

15.5 If you decide to access any third party sites linked to our Website, you do so at your own risk and should be aware that such sites may not display full information about their services. We may remove any link or linking program at any time.

15.6 We will not be liable or responsible for any failure to perform, or any delay in performance of, any of our obligations under the Terms caused by events outside of our reasonable control, including, without limitation, any telecommunication network failures, power failures, failures in third party equipment, lightning, explosion, flood, severe weather, industrial disputes or lock-outs, epidemic or pandemic, terrorist activity, acts of government or other competent authorities.

 

16. Safer Gambling

16.1 William Hill is committed to supporting Safer Gambling initiatives and has a number of self-help tools to help you manage your gambling. If you require any information about self-excluding from gambling at any time, or any other gambling related support, please view our Safer Gambling pages for more information or speak to our Customer Services Team.

16.2 William Hill is registered with GAMSTOP – the UK National Online Self-Exclusion Scheme which lets customers exclude from all participating operators’ gambling websites and apps through one self-exclusion request for a period of six (6) months, one (1) year or five (5) years. This means that, once you’re registered with GAMSTOP and your exclusion has been confirmed, you won’t be able to sign up or log in to any participating operator’s gambling websites or apps for the period of your exclusion. It is your responsibility to keep your GAMSTOP subscription updated with your correct details. For more information visit: www.gamstop.co.uk or call their free helpline on 0800 138 6518 (opening hours 10 AM to 8 PM (UK time)) for more information.

16.3 The GAMSTOP self-exclusion service will only prevent you from accessing online accounts that match the details you have provided to GAMSTOP as part of your self-exclusion application. Similarly, the GAMSTOP self-exclusion service will only prevent you from opening new online accounts where the personal information you provide to us matches the details you have provided to GAMSTOP as part of your self-exclusion application. We will not therefore be responsible for failing to prevent access to your Account or prohibiting the opening of new online accounts, in circumstances where inaccurate, inconsistent and/or incomplete information is provided to us and/or GAMSTOP.

 

17. Promotions

17.1 We may offer promotions from time to time. All promotions are subject to the Terms, which, as explained in clause 3.2.3 above, includes the Promotion Terms.

17.2 Promotions can be restricted to particular customers and do not have to be generally offered to all customers.

17.3 We may prevent participation in promotions and/or the completion of promotions if at any time we detect what we consider to be promotion abuse or taking unfair advantage of a promotion or for regulatory reasons including those relating to safer gambling.

 

18. Other Important Legal Terms

18.1 All intellectual property rights in and to the Website, the Services and all content published on/via the Website and the Services (including, without limitation, all copyright, trademarks, software, designs, graphics, layout, look and feel, information, structure, database rights, design rights, patents, domain names, and all other materials and content of whatever nature) (together, the “Content”) is our property or is licensed to us where the context requires (by way of example only, third party gaming software). You may use the Content for personal, non-commercial use only and only as permitted and enabled by the intended functionality of the Website and Services. No other use of the Content is allowed or grants you any interest in any intellectual property rights owned by or licensed to us or third parties and you agree not to (and not to help or enable any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit, tamper, hack, with or create derivative works of the Content.

18.2 You may not assign, sell, transfer, charge, sub-license or otherwise deal in your rights and/or obligations under the Terms (and/or your Account) in any manner without our written consent.

18.3 We are entitled to assign, transfer, charge or otherwise deal in our rights under the Terms as we see fit but we will only do so where this will not prejudice your rights under the Terms, or alternatively with your consent. Without limiting the preceding sentence, we may wish to transfer our rights or obligations under the Terms to another company within our corporate group or any other legal entity, including if we restructure or there is a sale of our business. You agree that we may do so provided that in the case of such a transfer, after we notify you of the date on which such transfer takes place, your rights under the Terms will be against the new legal entity.

18.4 You and we agree that the Terms are governed by and shall be interpreted in accordance with the laws of England and Wales and any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales unless (if different) you choose the jurisdiction of your home country.

18.5 As explained in clause 3.1 above, the Terms form a contract between you and us. This means that, with the exception of any company within our corporate group or in the event that we are party to a sale or acquisition, unless these Terms expressly state otherwise, no other person has the right to enforce any of the Terms.

18.6 If any provision or part-provision of the 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 the Terms.