GAMPROTECT AT WILLIAM HILL: WHAT IT MEANS FOR YOUR ACCOUNT
- If you have seen GamProtect mentioned in relation to your William Hill account, this guide explains what it means, why a restriction may have been applied and what you can do next.
- GamProtect is a UK safer gambling scheme that helps participating gambling operators share limited customer information when serious gambling-related harm has been identified.
- Its purpose is to protect customers who may be at risk, especially where someone may hold accounts with more than one online operator.
WHAT IS GAMPROTECT?
- GamProtect is connected to the UK gambling industry's Single Customer View work.
- In simple terms, it allows participating operators to share specific information about customers who have shown serious signs of gambling-related harm, so that other participating operators can take protective action where there is a customer match.
- William Hill is a participating operator in GamProtect. This means that, in some circumstances, William Hill may act as the operator that adds a customer to GamProtect, or as an operator that receives a GamProtect match from another participating operator.
- GamProtect is not designed for marketing, bonuses or commercial profiling.
- The purpose is customer protection and harm prevention.
HOW GAMPROTECT WORKS AT WILLIAM HILL
GamProtect usually involves three roles:
- Closing Operator: the participating operator that identifies serious gambling-related harm, closes or restricts the account and adds the customer to GamProtect.
- GamProtect: the secure system that supports matching between participating operators.
- Receiving Operator: another participating operator that receives a match and may close, suspend or restrict any matching account to reduce the risk of harm.
As part of the scheme, William Hill may take action where a customer has shared serious concerns about gambling-related harm with William Hill, or where another participating operator has added that customer to GamProtect and the details match a William Hill account.
WHAT INFORMATION MAY BE SHARED THROUGH GAMPROTECT?
Participating operators may share limited registration details for the purpose of customer protection. This may include:
- First name and surname.
- Date of birth.
- Postcode.
- Email address.
- Telephone number.
- A unique customer ID assigned by the operator.
When another operator receives a match, the information is used to identify whether the same customer has an account.
A receiving operator may be told that the customer has been added to GamProtect and which operator added the customer, but it may not receive the full underlying details of the original conversation or concern.
WHY HAS MY WILLIAM HILL ACCOUNT BEEN CLOSED OR RESTRICTED?
If your William Hill account has been closed or restricted because of GamProtect, it is because serious concerns were raised about gambling-related harm or wellbeing. Examples may include a customer saying that they:
- Have a gambling problem or gambling addiction.
- Are seeking support or treatment for gambling-related harm.
- May harm themselves or someone else.
- Should not gamble because of a medical or health-related condition.
- Want to stop gambling permanently because gambling is causing harm.
Customer safety is the reason for this action.
A GamProtect restriction can feel frustrating, especially if it was applied after information shared with another operator, but the scheme is intended to reduce the risk of serious harm across multiple gambling accounts.
HOW LONG DOES A GAMPROTECT RESTRICTION LAST?
- GamProtect has an initial active period of five years from the date a customer is first added by a participating operator.
- During this period, participating operators are expected to exclude the customer from their gambling services where there is a match.
- If William Hill was the Closing Operator, you can contact William Hill after the initial five-year period to discuss whether removal from the GamProtect register can be considered.
- Removal from GamProtect does not automatically mean your William Hill account will be reopened, and William Hill may still decide to keep an account permanently closed under its own safer gambling processes.
- If another operator added you to GamProtect, you will need to contact that operator directly.
- William Hill cannot remove a GamProtect record that was created by another Closing Operator.
CAN I REOPEN OR REACTIVATE MY WILLIAM HILL ACCOUNT?
- A William Hill account will not usually be reopened while an active GamProtect restriction remains in place.
- If the restriction was applied by another operator and you believe it is incorrect, you should contact the operator that added you to GamProtect and ask them to review it.
- Once the Closing Operator confirms that you have been removed from GamProtect, William Hill can review your account.
- Reinstatement is not automatic. Any review will still be subject to William Hill's standard account checks, regulatory obligations and safer gambling assessment.
WHAT IF I THINK THE GAMPROTECT DECISION IS WRONG?
- Mistakes can happen. If you believe you have been added to GamProtect incorrectly, the first step is to contact the operator that added you.
- If you are unsure who that was, contact William Hill Customer Support so the team can help you understand the next step available.
- If William Hill was the operator that added you to GamProtect, Customer Support can review the decision and the actions taken.
- If another operator added you, the dispute must be raised directly with that operator before William Hill can consider any change to your account status.
WHAT HAPPENS IF I AM REMOVED FROM GAMPROTECT?
- If another operator originally added you to GamProtect, please allow time for the update to be reflected before contacting William Hill about your account.
- As a guide, the update may not be immediate, and you should wait up to 24 hours before asking William Hill to review a possible reinstatement.
- Even after removal from GamProtect, William Hill may still keep an account closed where this is considered necessary for customer protection, legal or regulatory reasons.
GAMPROTECT, GAMSTOP AND WILLIAM HILL SAFER GAMBLING TOOLS
- GamProtect is different from GAMSTOP.
- GAMSTOP is a free self-exclusion service that lets customers exclude themselves from online gambling companies licensed in Great Britain.
- GamProtect is an operator-led safety scheme used when serious health-related gambling harm has been identified.
- William Hill also provides safer gambling tools that can help customers stay in control, including deposit limits, product blocking, session time reminders, time outs, self-exclusion and account closure options.
NEED HELP WITH GAMBLING?
- If gambling is affecting your wellbeing, finances or relationships, support is available.
- You can contact the National Gambling Helpline on 0808 8020 133 for confidential help.
- In an emergency, or if there is an immediate risk of harm, contact emergency services.
GAMPROTECT FAQs FOR WILLIAM HILL CUSTOMERS
Is GamProtect the same as GAMSTOP?
- No. GAMSTOP is a customer-led self-exclusion service.
- GamProtect is an operator-led scheme used where serious gambling-related harm has been identified and shared between participating operators.
Can William Hill remove me from GamProtect?
- Only if William Hill was the Closing Operator that added you to GamProtect.
- If another operator added you, you will need to contact that operator directly.
Why was my William Hill account closed if I spoke to another operator?
- Because another participating operator may have added you to GamProtect after identifying serious gambling-related harm, and your details matched a William Hill account.
Will my account reopen after I am removed from GamProtect?
- Not automatically. William Hill will still review the account under its standard checks, safer gambling procedures and regulatory requirements.
What should I do if I disagree with the restriction?
- Contact the Closing Operator and ask for a review.
- If you are unsure who added you to GamProtect, contact William Hill Customer Support for guidance on the next step.