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How can we help?

Safer Gambling for Non-UK customers

You'll find the tools within your account section.

  • Login to your William Hill account and click on the balance icon at the top of the page/screen.
  • In the dropdown menu, look for the section that’s called either ‘Safer Gambling’, ‘Gambling Controls’ or ‘Account Controls’.
  • You can get an overview of them here.

Our staff are dedicated and trained to deal with safer gambling mechanisms as well as potentially problematic behaviour.

They are available to listen and support you with staying in control, and to provide you with more information about each of the tools available to you.

What Safer Gambling tools are available and how do I use them?

Deposit Limits

  • Setting a daily, weekly or monthly deposit limit, limits how much you can deposit for that set time.
  • If you set your limit at 25.00 euro a day, our system won't allow you to deposit any more than this amount in 24 hours.
  • A weekly limit is over a period of 7 days, and a monthly limit is reset at the start of each calendar month.
  • You can choose to set a limit during your registration or at any time after by following this link.
  • Worried you may exceed your set limits? Don't be - we look backwards from the point at which you're making a deposit and add up any relevant deposited amounts for you to ensure you do not go over your limit.
  • Any decrease in deposit limit will be applied immediately to your account.
  • If you want to increase your deposit limits, there’s a 24-hour cooling off period, then your new limit will take effect.
  • NOTE: We can’t apply deposit limits to deposits made by Bank Transfer.
  • To change your deposit limit, please click here.

Understanding your level of play

  • Curious about your playing style and want to get an idea of how positive your play is? We have a quick and easy Responsible Gaming Quiz to help you figure out where you’re at with your playing.
  • Yes, I want to take the test now.

Product Blocking

  • Block access to specific products on our site.
  • For example: if you enjoy a wager on the horses, but find yourself spending too much money in Casino, we can block your access to Casino and you can go back to having fun just on sport.
  • 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.

Session Time/Gaming Time Reminders

  • A session time reminder enables you to set an automated reminder to appear during gaming activity, to help you track how long you've been playing.
  • To set a session time reminder, please click here.
  • To ensure reminders work correctly, we recommend that after setting a session time/gaming time reminder, you clear your browser history (click here for guidance) and re-install any downloaded software so you have the latest version.
  • The session time/gaming time reminder clock starts the first time you place a bet within a game.
  • If you exit the game and switch to another game, the clock will restart.
  • Once your selected time is reached and you place another bet, you’ll be shown a popup (this might be titled 'Reality Check'), which will give you the following options:
    • Continue playing: This resets the clock and allows you to continue playing. The reminder will reappear when you once again reach your selected time period.
    • Stop playing/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 your recent transactions.
  • A session time/gaming time reminder is game specific, and applies across all platforms and on all products except:
    • Sports
    • Poker
    • Virtuals
    • Evolution Gaming content (all of Live Casino and any Games content which shows ‘Evolution’ on the loading screen).

You can also set reminders for Evolution Gaming content, but you need to do so from within a game. To do this:

  1. Launch your chosen game.
  2. Select 'Settings' and then 'Game Session Settings'.
  3. Choose the time period for your reminders (30 minutes or 1 hour).
    • This setting can be changed at any time by returning to the 'Game Session Settings' page.
  4. For Live Casino games, the timer starts when you launch the lobby.
    • Reminders will show when they're due within games.

Short Time Out

  • You can take a time out from one day to 30 days, for a longer period please contact our Customer Service.
  • When you set a 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 refunded automatically, so you'll need to contact the team if you wish 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 up to 48 hours to come into effect.
  • If you'd like to set a time out online (up to 30 days), please click here.
  • To set a time out for a longer period, please contact our team via live chat.
  • 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.

Total Self-Exclusion

If you find gambling is negatively impacting you personally, and the tools available aren't enough to manage your play and you want to stop gambling completely for an extended period of time, then total self-exclusion is available.

When you choose a total self-exclusion with us, we'll close your William Hill account for your chosen period starting from 6 months.

Whilst we'll do our best to self-exclude customers across brands, please take note that this may not come into effect immediately.

If at the end of your self-exclusion you feel you're in control of your gambling, contact our Customer Service Team who'll be happy to assist you.

A cooling off period will apply, and during this time you can again consider your decision.

You must contact us after the exclusion period has been completed, as we will not re-open the account without your request.

We take safer gambling very seriously, and if you try to open other accounts with us during your period of exclusion, we'll do our best to detect and close them.

In the event you don't choose to update us with any changes in your personal information or use circumventive methods to open a new account, William Hill will not be held liable for subsequent decisions to gamble, your deposits and any winnings or losses incurred will stand, any unspent balance returned and your account will be 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.

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 team via our live chat.

If you decide to add a deposit limit/product block to your account or to time out or self-exclude, please note that the request for self-exclusion will be applicable just to the site where the request has been made.

It is your responsibility to contact any other betting companies including any other brands within the William Hill Group.

Advice to help you manage your gambling:

  • Set out a budget and don’t go beyond this.
  • Only play for the time you intended and take regular breaks when gambling.
  • Make sure to balance gambling with other interests and hobbies.
  • Set a deposit limit on your account, that’s realistic for you (click here for more details)
  • Set yourself a time limit before you start gambling and stick to it. Set an alarm.
  • Gambling should be for fun and entertainment not as a source of income.
  • Don't forget your daily life; ensure you’ve 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’re under the influence of alcohol or any other substance.
  • For more information on how to gamble safely and on dealing with gambling problems, please contact a gambling charity in your country. We’ve provided some recommendations below.

What are the signs of problem gambling?

  • The following questions can help identify when your gambling behaviour has become a concern:
  1. Do you stay away from work or college to gamble?
  2. Do you gamble to escape from problems in your life (boredom, unhappy home life, etc.)?
  3. 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?
  4. After losing, do you feel you must try and win back your losses as soon as possible?
  5. Have you lied, stolen or borrowed to get money to gamble or pay gambling debts?
  6. Have you ever lied to cover up the amount of money or time you’ve spent gambling?
  7. Do you gamble until your last penny is gone, even if it’s for your bus fare home or for food?
  8. Are you getting into debt because of your gambling?
  9. Have others ever criticised your gambling?
  10. Are you reluctant to spend 'gambling money' on anything else?
  11. Have you lost interest in your family, friends or other pastimes
  12. Do you put gambling before your family and other loved ones?
  13. Do arguments, frustrations or disappointments make you want to gamble more?
  14. 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 Charities

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:

Parental Controls

Over 18s Only:

  • It’s illegal for someone who’s 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.

Parental Controls:

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.

These include:

    • Net Nanny filtering software protects children from inappropriate web content.
    • CYBERsitter filtering software gives parents the opportunity to add certain sites to block.
  • There are also a number of companies who provide software* which once installed allows you to block your devices from accessing internet gambling sites, these include:
  • *William Hill provides links to other websites owned by third parties.
  • The content of such third party sites is not within our control, and we cannot and will not take responsibility for the information or content thereon.
  • Links to such third party sites are not to be taken as an endorsement by William Hill of the third party site, or any products promoted, offered or sold on the third party site.
  • In addition, William Hill will not be held responsible for the performance or quality of the third party software recommended on this page.

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