Capitalized terms not defined herein have the definitions set forth in the General Terms of Service. If there is a conflict between the references made herein and the General Terms of Service, the General Terms of Service shall control.
Underage gambling is a criminal offense and any person who facilitates someone under the age of 21 to gamble has committed a criminal offense and shall be prohibited from Internet gaming.
William Hill excludes minors (persons under the age of 21) from gaming, so we will always ask for proof of age during the registration process. During registration, your social security number will need to be included on the registration form, which will be automatically verified by us, along with other information you provide. If there is an issue with the initial verification process, you will be required to provide your qualifying picture ID and your utility bill for further verification.
If you know someone under the age of 21 who is registered with us, please contact us immediately at email@example.com.
Federal Law prohibits and restricts wagering on the Internet (including, but not limited to, such prohibitions and restrictions set out in 18 U.S.C. §§ 1084 et seq. (‘The Wire Act’) and 31 U.S.C. §§ 5361 through 5367 (‘UIGEA’)). It is a Federal offense for persons physically located outside of Virginia to engage in Internet wagering through a Virginia casino.
Real-money gaming on the Platforms is restricted by the Virginia Lottery to users who are physically located within the Commonwealth of Virginia. To confirm your desktop/laptop location, we use a third-party method using IP address and Wi-Fi signal. If one of the two is not confirmed, you will not be allowed to use the Services. To confirm your mobile device location, we use a third-party method using carrier cell tower and Wi-Fi signal. If your mobile device location is not confirmed, you will not be allowed to use the Services. We cannot guarantee that your device will be able to successfully use the location services. If we or our third-party providers are unable to precisely track your location for any reason, you may be prevented from accessing or using the Services. We are not liable for your inability to access or use the Services.
By registering to use the Services, you consent to the monitoring and recording by us (or our service providers) and/or by the Virginia Lottery of any wagering communications and geographic location information for the purpose of determining compliance with the Act.
Full Terms of Service can be found here.
Account History & Security
Account Safety and Sharing – Your email address and password created on account registration should not be shared with anyone. As an approved player, you are explicitly prohibited from allowing others access to your account. You are solely responsible for the security of your email address and password, and all activities that occur under your account.
If you suspect someone has gained unauthorized access to your account, notify us by email at firstname.lastname@example.org.
Auto-lock - You are responsible for maintaining the confidentiality of your email address and password and for restricting access to your remote wagering account, including utilizing device screen-locking features to protect from unauthorized use.
2-Factor Authentication – It is recommended you enable 2-Factor Authentication (“2FA”) as an added layer of security for your account. After logging in, from ‘My Account’ select the ‘Security Settings’ link, from which you’ll be able to switch on 2FA.
Forgotten password - There is a forgotten password link on the login prompt. By entering your email address, an email will be sent to your registered email address with steps to reset your password.
How to change your password – From ‘My Account’ click on your name to see further account details. In here you will see the option to click ‘Change Password’.
Account history – After logging in, from ‘My Account’, selecting ‘My Transactions’ will give a list of all wagers, deposits and withdrawals on your account from the last 6 months. For information on wagers placed over 6 months ago, you may contact us at email@example.com or at (855) 754-1200.
Closing my account – To close your account, please contact us at firstname.lastname@example.org or at (855) 754-1200.
Stage 1 - You can contact us at any time to register a complaint, and our friendly staff will be happy to try and resolve the situation for you. You can contact us via phone, email or live chat at email@example.com or (855)-754-1200.
Please note that it can take up to 72 hours for us to respond to your complaint.
Stage 2 – If you are not satisfied that your complaint has been resolved, you can escalate by contacting William Hill’s Customer Support Manager at firstname.lastname@example.org
Your email should have the following information included:
- First and last name
- Description of the what has happened and details of any communication with the Customer Support team
- Your contact details
We will review your complaint and respond to the email address that we have on file within five working days, to let you know our final response.
If you are not satisfied with our final response, you can contact the Virginia Lottery.
You may contact the Virginia Lottery at https://www.valottery.com/aboutus/casinosandsportsbetting.