Responsible Gaming

Responsible gaming at William Hill on williemhils.com means approaching betting and gaming as a form of entertainment, not a way to make money or solve financial problems. Gambling should always be a conscious, informed choice, where you stay in control of your time, your spending, and your emotions. This page explains the practical tools, support options and legal protections available to help you play safely and within your means.

The services offered to UK customers under the William Hill brand on williemhils.com are provided by WHG (International) Limited, licensed and regulated by the UK Gambling Commission (licence no. 39225). Under that licence, we must identify and support customers who may be experiencing gambling-related harm and provide clear routes to help. Our dedicated safer gambling team is available to respond to concerns, apply limits, and help you access professional support whenever you need it.

This information is for UK customers aged 18 or over and is provided for guidance only. It does not replace professional medical, psychological or financial advice. If you believe gambling is causing harm to you or someone close to you, we strongly encourage you to seek independent, confidential support as early as possible.

Risk Awareness

Understanding the risks of gambling is the first step to staying in control. Most people gamble occasionally for fun, but for some, it can become a source of financial, emotional or social harm. Under UK Gambling Commission standards, William Hill must take reasonable steps to identify and interact with customers who may be at risk, but only you can fully observe how gambling is affecting your life.

Common Warning Signs

• Gambling more often or for longer: You are placing bets most days, extending sessions, or ignoring planned stopping times.
• Thinking about gambling constantly: You often plan your day around betting, follow results obsessively, or think about previous wins and losses when you should be focusing on work, study or family.
• Chasing losses: You increase your stakes or play on new products to "win back" money you have lost instead of accepting those losses.
• Spending more than you can afford: Gambling money that is needed for rent, food, bills or debt repayments, or using credit (loans, overdrafts, credit cards via intermediaries) to fund gambling.
• Hiding your gambling: Lying about how much time or money you spend, deleting transaction histories or becoming defensive when asked about gambling.
• Emotional impact: Feeling anxiety, guilt, low mood, irritability or sleeplessness related to gambling, especially after losses.
• Pressure and loss of control: Feeling unable to stop or cut down, even when you want to, or gambling immediately after getting paid.

Self-Assessment Questions

If you answer "yes" to several of the statements below, gambling may be causing harm and you should consider using our tools and external support:

• I spend more time or money gambling than I originally intend.
• I have borrowed money, sold possessions or delayed paying bills because of gambling.
• I gamble to escape stress, worry, boredom or other problems.
• I feel restless or irritable when I try to cut down or stop gambling.
• People close to me are worried about my gambling, or I hide it from them.
• I have tried to stop gambling but find myself returning quickly.

These questions are only a guide. A single "yes" does not automatically mean you have a gambling problem, but it is a signal to reflect carefully and consider setting stricter limits, taking a break, or seeking professional help.

Limits & Tools

Under its UK licence, William Hill must provide effective safer gambling tools and make them easy to use. On williemhils.com, you can set financial and time-based controls at any time. These tools are designed to help you observe your play, expand your awareness of risk and maintain long-term control.

Deposit Limits (Daily, Weekly, Monthly)

Deposit limits cap the total amount you can add to your account within a chosen period. Once the limit is reached, no further deposits will be accepted for that period.

1. Access your safer gambling settings: Log in to your account at williemhils.com and go to "My Account" or "Profile". Select "Safer Gambling", "Player Protection" or a similarly titled section.
2. Choose "Deposit Limits": Open the "Deposit Limits" or "Account Limits" area. You can usually set daily, weekly and monthly maximum deposit amounts.
3. Enter realistic amounts: For each period, enter a figure you can comfortably afford to lose (for example, £20 per day, £50 per week, £100 per month). Consider your income, essential expenses and existing debts.
4. Confirm and save: Review your choices and confirm. In line with UK standards, reductions to limits normally take effect immediately, while increases are subject to a cooling-off period (for example, 24 hours or more) and may require additional checks.
5. Review regularly: If you find you are reaching your limit frequently, consider lowering it or combining deposit limits with time-outs or self-exclusion.

Time Limits and Session Controls

Time-based tools help you manage how long you spend logged in and playing.

• Session timers: In the "Safer Gambling" or "Account Limits" section, look for "Session Limits" or "Time Limits". Set a maximum continuous play time (for example, 30, 60 or 120 minutes). When the limit is reached, you will be logged out or prompted to take a break.
• Reality checks: Enable on-screen reminders that appear at regular intervals (e.g. every 20 or 30 minutes), showing how long you have been playing and your net result. Use these prompts to stop or take a structured break.
• Practical habits: Combine digital tools with personal rules, such as only gambling on certain days or never playing after a specific time at night.

Short-Term Breaks ("Time-Out" for 24 - 72 Hours)

If you feel your gambling is becoming too frequent or emotional, a short time-out can help you regain perspective.

1. Finding the Time-Out option: While logged in, go to "My Account" -> "Safer Gambling" and select "Time-Out" or "Take a Break". The exact label may vary, but it will appear alongside other safer gambling tools.
2. Select the duration: Choose a break period, such as 24 hours, 48 hours or 72 hours. Some customers may have access to longer options (e.g. 7 or 30 days).
3. Confirm your choice: Read the on-screen explanation carefully and confirm the time-out. Once activated, you will not be able to log in, place bets or make deposits until the time-out ends.
4. During your break: Use the time to review your gambling, consider financial impacts, speak with friends or family and, if necessary, contact professional support services.

Time-outs are not a substitute for self-exclusion where gambling is causing serious harm. If you feel at risk of losing control, you should consider a longer self-exclusion and external help.

Self-Exclusion

Self-exclusion is a stronger, legally recognised protection for customers who feel their gambling is out of control or likely to cause serious harm. When you self-exclude from William Hill on williemhils.com, we will take all reasonable steps to prevent you from using our services for the duration of the exclusion.

How to Request Self-Exclusion

1. Go to the Self-Exclusion area: Log in (if you can safely do so) and navigate to "My Account" -> "Safer Gambling" or "Player Protection". Select "Self-Exclusion". If you cannot access your account or feel unsafe logging in, contact customer support via live chat or the help section and request self-exclusion directly.
2. Choose the exclusion period: You will be offered a range of fixed periods, typically from 6 months to several years, and may also have the option of a lifetime exclusion. Carefully read the explanations for each period before selecting.
3. Confirm your decision: You will be asked to confirm that you understand self-exclusion is binding and cannot be cancelled during the minimum period. You may need to re-enter your password or complete a confirmation step.
4. System-wide application: Where legally and technically possible, self-exclusion will apply to all William Hill products operated by WHG (International) Limited for UK customers via williemhils.com under licence 39225.

What Happens After Self-Exclusion Is Applied

• Account access: You will not be able to log in, place bets, deposit funds or open new accounts with William Hill while the self-exclusion remains active. Any attempts to circumvent exclusion, including creating new accounts, are a serious breach of our terms and may result in permanent closure.
• Remaining balance: Where reasonably possible and in line with UK Gambling Commission rules, any withdrawable balance will be returned to your registered payment method or otherwise made available for withdrawal. We may request additional information to verify your identity before processing withdrawals. Bonus funds and incomplete wagering requirements will normally be forfeited.
• Marketing communications: We will take reasonable steps to stop sending you marketing during your self-exclusion. You should also consider adjusting your preferences with any third parties or affiliates who may contact you about gambling offers.
• End of exclusion period: For fixed-term exclusions, your account does not necessarily become fully available immediately. In many cases you will need to contact us to request reactivation, after which there may be a further cooling-off period and safer gambling checks. We may decline or delay reactivation if we believe continued restriction is necessary for your protection.

If you believe you need broader protection across multiple online gambling operators, you should also register with the national self-exclusion scheme GamStop (see below), which is independent of William Hill.

Support Resources

Gambling-related harm can affect anyone, regardless of age, income or background. William Hill encourages you to seek help early if you recognise any of the warning signs described above. The organisations listed here operate independently from williemhils.com and provide confidential, non-judgemental support.

Local Support for UK Customers

• GamCare - National Gambling Helpline: Call 0808 8020 133 (free from UK landlines and mobiles) or use live chat via gamcare.org.uk. Available 24 hours a day, 7 days a week, in English, with access to translation support where possible.
• NHS Gambling Support: The NHS provides specialist gambling treatment services in parts of England and across the UK. Visit nhs.uk and search for "gambling addiction" to find information, self-help resources and referral options.
• Gamblers Anonymous UK: A fellowship of people who share their experience to help each other recover from problem gambling. Offers local meetings and online groups. See gamblersanonymous.org.uk for details.
• Samaritans: If you are in emotional distress or having suicidal thoughts, contact Samaritans free on 116 123 in the UK, email jo@samaritans.org, or visit samaritans.org. Available 24/7.

International Support Organisations

Self-Exclusion Schemes by Country

• United Kingdom - GamStop: GamStop is the free, independent national online self-exclusion scheme for UK consumers. Once registered, you will be prevented from using online gambling businesses licensed in Great Britain that participate in the scheme for your chosen period. Visit gamstop.co.uk for details. Registering with GamStop is strongly recommended if you feel at risk.
• Spain - RGIAJ: The Spanish General Directorate for the Regulation of Gambling (Dirección General de Ordenación del Juego) operates a national register of self-exclusions (RGIAJ). Residents of Spain can register to block access to licensed operators. This is mentioned for information only; William Hill focuses on UK customers.
• Other jurisdictions: Many countries now operate national or regional self-exclusion registers. If you live outside the UK or use gambling services licensed elsewhere, check with your local regulator or responsible gambling body for the relevant schemes.

Blocking Software and Device Controls

• Gamban: A paid blocking application that can prevent access to most gambling websites and apps across multiple devices. Useful alongside GamStop for extra protection.
• BetBlocker: A free tool that allows you to block access to thousands of gambling sites and control access times. Suitable for individuals and families.
• Device-level controls: You can also use parental control tools, app store restrictions and browser extensions to restrict access to gambling content on specific devices, including shared household computers and smartphones.

Family and Friends Support

• GamCare family services: GamCare provides support for affected others, including one-to-one counselling and group support. See the "Get Support" section at gamcare.org.uk.
• GamAnon: GamAnon offers meetings and support for families and friends of people with gambling problems. Information is available via gamblersanonymous.org.uk and related sites.
• Online forums and chats: Organisations such as Gambling Therapy and GamCare host moderated forums and chat rooms where family members can share experiences, ask questions and receive guidance.

All of these services operate independently of William Hill. They are confidential and, where stated, free to use. Seeking help will not affect your legal rights as a customer of williemhils.com.

Help for Family

Gambling-related harm often affects partners, children, relatives and close friends. If you are concerned about someone who uses William Hill or any other gambling service, you are not alone and support is available for you as well as for them.

How to Talk About Gambling Concerns

• Choose a calm moment: Avoid raising the issue during or immediately after gambling sessions, arguments or crises. Pick a time when everyone is relatively calm and free from distractions.
• Focus on behaviour and impact: Use "I" statements to describe what you see and how it affects you (for example, "I'm worried because I've noticed..."), rather than blaming or labelling the person.
• Listen without judgement: Allow them to speak openly about how they feel. Acknowledge that gambling can be difficult to control and that asking for help is a sign of strength, not weakness.
• Encourage practical steps: Suggest setting limits, taking a time-out or self-exclusion on williemhils.com, and contacting independent support services such as GamCare or Gambling Therapy.

Support Resources for Families

• GamCare affected others support: GamCare provides specific services for partners, family members and friends of people who gamble, including counselling and online groups.
• GamAnon (Gamblers Anonymous Families): Offers peer support meetings for families and close friends. Check local listings via gamblersanonymous.org.uk and related sites.
• Online forums and chats: GamCare, Gambling Therapy and similar organisations host forums and live chats where you can talk anonymously with others in similar situations.

Recommended Next Steps

• Seek professional help: Consider speaking to a GP, mental health professional or psychotherapist experienced in addiction. Therapy can help both the person who gambles and affected family members.
• Protect your finances: Where appropriate and lawful, consider separating finances, limiting joint credit exposure, and seeking independent debt advice (for example, from free UK advice services) to manage any gambling-related debts.
• Use blocking tools: Encourage or, where legal and appropriate, help the person set up tools such as GamStop, Gamban or BetBlocker. These tools can also be installed on shared devices to reduce exposure.
• Look after your own wellbeing: Supporting someone with an addiction can be emotionally draining. Make sure you access support for yourself through helplines, counselling or peer support groups.

Operator's Commitment

WHG (International) Limited, operating William Hill for UK customers via williemhils.com under UK Gambling Commission licence number 39225, has legal and regulatory obligations to promote safer gambling and prevent harm. Following increased regulatory scrutiny and industry-wide improvements, we have strengthened our internal controls, monitoring and customer interaction processes.

Internal Risk-Check Procedures

• Behavioural monitoring: We use systems to review patterns of play, including frequency and duration of sessions, staking behaviour, chasing losses, use of multiple products and unusual changes in activity. These systems help us identify customers who may be at risk of gambling-related harm.
• Financial and affordability indicators: In line with UK regulations and guidance, we may review deposit levels, sources of funds and other financial indicators. Where we see patterns that appear inconsistent with what we reasonably know about a customer's circumstances, we may intervene, request information or apply restrictions.
• Automated and manual reviews: Automated alerts are combined with human review by trained safer gambling and customer operations staff. Staff receive ongoing training in recognising signs of harm and conducting sensitive, supportive interactions.
• Messaging and prompts: We use in-account messages, on-site notifications and sometimes email to remind customers about safer gambling tools, highlight unusual play and suggest taking breaks or lowering limits.
• Player fund protection: In accordance with UKGC requirements, customer funds are protected at a medium level (for example, through segregation or equivalent arrangements). This means there are arrangements in place to help protect customer funds in the event of insolvency, but this is not a guarantee in all circumstances.

When We May Initiate Contact or Take Action

• Risk patterns detected: If our monitoring indicates a significant change or sustained pattern of potentially harmful behaviour (such as substantial increases in deposits, persistent chasing of losses or extended continuous play), we may contact you to discuss your gambling, offer tools, or recommend taking a break.
• Concern about affordability or vulnerability: Where there is evidence that your gambling may be unaffordable or that you may be particularly vulnerable (for example, due to age, health or other disclosed circumstances), we may ask for further information, reduce your limits or restrict your account.
• Application of restrictions: In some cases, we may proactively apply deposit limits, time-outs, temporary suspensions or self-exclusions if we believe this is necessary to comply with our legal duties and protect you from harm. Such decisions are taken carefully and in line with our responsible gambling policies.
• Dispute resolution and ADR: If you raise a complaint which cannot be resolved through our internal process, you may refer the matter to our approved Alternative Dispute Resolution provider, the Independent Betting Adjudication Service (IBAS), as set out in our Terms and Conditions. This does not replace your right to seek legal advice.

Our commitment to responsible gambling is continuous. Policies and systems are reviewed regularly in light of regulatory developments, technological advances and best-practice standards across the UK online gambling sector.

Updates

Responsible gambling standards, regulatory requirements and our internal policies evolve over time. William Hill therefore reviews and updates this page periodically to reflect current UK law, UK Gambling Commission guidance and industry best practice as of 2025 and beyond.

How You Will Be Informed of Changes

• Website updates: The latest version of this responsible gaming information is always available on https://williemhils.com/responsible-gambling.
• In-account messages and banners: For significant changes to safer gambling tools, terms or policies, we may display banners, pop-up notices or messages within your account when you next log in.
• Email notifications: Where required by law or regulation, or where changes are material, we may also notify you by email using the address registered to your account.
• Terms and conditions: Detailed contractual information, including your rights and our obligations, is set out in the general Terms and Conditions at https://williemhils.com/terms and may be updated from time to time.

Date of last page update: 6 November 2025.

Contact & Feedback

If you have questions about responsible gambling, wish to apply or amend limits, or want to raise concerns about your play or that of someone using your account, William Hill encourages you to contact us as soon as possible.

Responsible Gambling Contact Channels

• In-account messaging and live chat: The primary way to contact our safer gambling team is via the secure messaging options and live chat available when you are logged in to williemhils.com. Select "Help", "Contact Us" or "Safer Gambling" to be directed to the appropriate channel.
• Email: Where an email address for customer support or responsible gambling is displayed within the help or contact section of williemhils.com, you may use that address to request assistance, limits or self-exclusion. Please clearly state that your query relates to responsible or safer gambling.
• Telephone: If a telephone number for customer support is provided on williemhils.com, you may call that number and ask to speak with the team handling safer gambling queries. Call charges will depend on your phone provider and the number used.

Specific phone numbers and email addresses are not listed in this dataset and may change over time. Always refer to the "Contact Us" or "Help" section on williemhils.com for the most up to date details.

Feedback and Self-Control Requests

• Feedback form: A contact or feedback form may be available in the help section of your account. You can use this to:
  • Request the setting or reduction of deposit, loss or time limits.
  • Ask for a time-out or self-exclusion if you are struggling to control your gambling.
  • Give feedback on how our safer gambling tools and information can be improved.
• Supporting documentation: If you contact us about gambling-related harm or affordability, we may ask for additional information (for example, about your financial circumstances). This is to help us assess the situation and apply appropriate protections.

All responsible gambling contacts are treated sensitively and, subject to legal and regulatory requirements, confidentially. Providing honest information helps us to act in your best interests and to meet our obligations as a UK-licensed operator.