William Hill’s Responsible Gambling Policy is also available in the following languages:
Prevent Gambling becoming a Problem
For most people gambling is an exciting and fun recreational pursuit. For others it can become a problem with devastating consequences for them, their families and friends. At William Hill, we want you to enjoy your gambling experience with us. We want you to stay in control of your gambling and not allow your gambling to control you.
If you are concerned about your gambling practices there are a number of guidelines you may find useful:
- Try and establish limits for the amounts you want to wager or deposit. William Hill was one of the first to offer “Pre commitment Limits”. If you would like to set limits on your wagering or your deposits you can do so by going to the ‘Account” section of our website or iOS app and clicking on “Preferences”. If using the Android app, limits may be set by going to the “Account” section of the Android app and clicking on the “Edit” icon. More information on Pre-commitment Limits can be found under the heading “Pre-commitment Limits” below.
- Consider how long you wish any wagering session to last before commencing and be sure to keep an eye on the clock.
- Try not to let gambling interfere with your daily responsibilities.
- Gambling is not advised if you are recovering for any form of dependency or if you are under the influence of alcohol or any other substance including some prescription medication. We recommend that you consult your GP for more information.
- Gambling is a form of recreation and should not be viewed as an alternative source of income or a way to recoup debt.
How do I know if I am developing a Problem?
Recognising that you may be developing a gambling problem is the first step to regaining control.
- Gambling should be entertaining and not seen as a way of making money
- Avoid chasing losses
- Only gamble what you can afford to lose
- Keep track of time and the amount you spend gambling
Gamblers Anonymous has prepared a 20 question test to help you identify if you are developing a problem. We recommend that you visit their website for more information.
Click here to see the Gamblers Anonymous 20 Questions
Who can you talk to?
Living with a gambling problem can be tough, but you are not alone. Confidential help and counselling is only a phone call away, with counsellors who understand that you need a safe anonymous place to get information about problem gambling. They appreciate that picking up the phone can be the hardest step you will take toward a solution to your gambling problem. If you need to talk to someone about any concerns you may have with your gambling, please contact one of the organisations we have detailed below.
- Australian National 1800 Gambling Helpline – Call 1800 858 858. This is a hotline for all problem gamblers and their families who will be able to speak directly with someone locally, irrespective of where they are calling from within Australia.
- G-Line Helpline – Free Call 1800 633 635. Offers counselling for problem gambling in NSW.
- The National Gambling Help Website – This is an online facility for help. Please find it at www.gamblinghelponline.org.au
- Relationships Australia – Provides a range of support to problem gamblers and their families, it can be accessed at www.relationships.com.au
- Gamblers Anonymous – Is a fellowship of men and women who have joined together to do something about their own gambling problems and help other compulsive gamblers do the same. Please find it at www.gansw.org.au
- Gambling Therapy – Provides support and counselling for anyone adversely affected by gambling. Members of the Gambling Therapy Team operate from locations both within the UK and internationally. It’s site can be accessed at www.gamblingtherapy.org
What We Can Do to Help
We offer a number of facilities that can help you keep control of your gambling.
Keeping track of your transactions
You can easily access a full history of your transactions, withdrawals and deposits through the ‘Account’ section of the website or app.
At William Hill you can control the amount you deposit and/or lose by setting deposit and/or loss limits. To help you decide on what the best options are for you, here’s the important information:
- A limit can be set on deposits, losses or a combination of both
- Limit periods can be anywhere from 1 to 7 days or for 30 days
- Limits commence immediately and are automatically reset and start over again at the end of each limit period
- If a deposit and/or loss limit has been set you must wait a minimum of 7 days before you can increase or remove your limits.
Loss limits are calculated from your account balance at the time you elect to implement a loss limit. For example, if you have $500 in your betting account and place a weekly loss limit on your account of $300, you will be prevented from making any wagers in the next 7 days that leave your account balance below $200. The limit will then reset for the following week based on your remaining account balance.
Loss limits do not include any losses made on winning wagers that raise your account balance above what it was at the time you elected to implement a loss limit. Using the example above, if your winnings raise your account balance to $1000, you will be able to wager $800 during that week before your loss limit takes effect, restricting your account balance from falling below $200 in that week. If at the end of that week your account balance is $800, when your loss limit of $300 automatically resets for another 7 days, you will be prevented from placing wagers in the next 7 days that will leave your account balance below $500.
Please note that loss limits set on your William Hill account do not apply to any accounts you may hold with our related entities, tomwaterhouse.com and Centrebet, or William Hill Online (UK).
To set deposit or loss limits, go to the ‘ Account’ section of the William Hill Australia website or iOS app and click “Preferences”.. If using the Android app, limits may be set by going to the “Account” section of the Android app and clicking on the “Edit” icon.
To learn more about Pre-commitment Limits please contact our support desk on 1800 007 238.
Temporary or Permanent Self Exclusion
Self-Exclusion (banning yourself from gambling websites) can be very helpful in reducing your opportunities to gamble.
If you need a break from gambling, William Hill offers a self-exclusion program. You can exclude yourself on either a temporary or permanent basis and can include options to prevent access to telephone and internet betting services. During the exclusion period you will not be able to use your account for any reason, at any time.
Any person requesting self-exclusion will be supplied with appropriate self-exclusion information and guidance as to how to apply for these self-exclusion arrangements. Accounts which are closed by customers who do not request temporary or permanent exclusions can be re-opened.
Where customers elect to exclude themselves from telephone and internet betting services, William Hill will take reasonable steps to prevent the use of existing accounts or opening new accounts by that customer.
Any exclusion arrangement entered with us only affects betting with William Hill Australia, and not your ability to bet with other betting providers, including William Hill Online (UK).
Persons who exclude themselves are encouraged to also seek exclusion from other betting providers. Our staff can provide you with some assistance in this area.
To learn more about self-exclusion, please contact our support desk on 1800 007 238.
Click here for a copy of a Self-Exclusion form
Preventing Children from Gambling
Our sports betting services are designed to appeal to and be used by adults only. We actively discourage children (persons who have not attained the age of 18 years) attempting to bet at our site.
If children have access to the computer/smart phone/tablet you use to access William Hill’s website, we encourage you to download and install one of the popular child protection packages, such as Net Nanny or Cyber Patrol. This software will prevent William Hill being accessed by children, and stop them from viewing other internet content that you may consider unsuitable.
Staff Training and Awareness
William Hill’s staff are trained to be aware of and to offer assistance to customers seeking assistance in relation to problem gambling. By seeking assistance, we mean customers who call and ask about support for a problem gambling. We will help you use all of the facilities on our site, and provide you with contact information of support services.
If required, William Hill will co-operate with problem gambling service providers in order to support them in their work of assisting people who may have a problem with their gambling.
Please be aware that our staff will act in good faith in response to any questions provided by customers. If, in acting on a request from a customer, our staff suspect that a customer may have a gambling problem, they may directly ask the customer. Only in circumstances where the customer states that they have a gambling problem can William Hill be taken to have known that the customer has a gambling problem and such knowledge cannot be imputed in any other manner. All our communications with customers are confidential and therefore, in order for us to be helpful, we request that you be honest and open.
Informed choice about chances of winning
William Hill endorses the principle of enabling our customers to make informed decisions about gambling. We:
a) Display accurate information on odds and approximate dividends and payouts; and
b) Provide information about rules in relation to bet types in simple plain language and provide this information on our website
Codes of Practice
Certain states have set codes of practice to apply to their residents engaged in gambling or to gambling providers licensed in the territory.
The following Code of Practice published by the South Australian Independent Gambling Authority has been adopted by William Hill in relation to its South Australian customers:
Similarly, William Hill complies with the Northern Territory Code of Practice on Responsible Gambling:
If you have any questions or would like any assistance, you may contact William Hill by email at firstname.lastname@example.org or phone 1800 007 238.