FAQs

Please refer to our detailed Frequently Asked Questions, and contact for further assistance if you can't find the question you need answering.

1. General
2. Getting Started
3. How do I make a withdrawal?
4. Instructions and Rules for Games and Tournaments
5. Online Code of Conduct
6. Cash Game and Tournament Fees
7. Player Profiles and Skill Ratings
8. Disconnection Policy

1. General
Please read these Game Rules carefully before playing these games. By using this website, you automatically agree to these Game Rules, which form part of the Terms and Conditions. If you do not agree to these Game Rules, do not use this website. The William Hill Skill Games website is operated by William Hill (Gibraltar) Limited utilising a managed software solution provided under licence by Game Account Global Limited.

2. Getting Started
We have a great variety of skill games, and to start playing them all you need to do is follow a few simple steps to set up a William Hill account and make a deposit.

• Click on the 'Join Now' button or click here to start the process.
• Complete the form with the required information.
• To proceed with the set up of your account, accept the Terms & Conditions.
• Click on 'Create Account'.
• You will now be able to log on to the William Hill Skill site by returning to the web page and entering your username and password in the relevant boxes at the top of the page.
• Make a deposit to your account by logging on and clicking on 'My Account' and then 'Deposit'.
• Choose your preferred deposit method and follow the instructions to make your deposit.
• If you need any assistance while setting up your account, contact our 24/7 Customer Services Team.

For further information, click here for online support.

To start playing for real money wins, simply choose the Skill game you want to play, and click 'Play'! The Multi-player Lobby screen will open and you can choose either Cash Games or Tournaments on the relevant tabs. All games and/or tournaments are listed there with details of stake and players.

Within the Multi-player Lobby you can choose different games types, chat, check your account balance in 'Your Account', set player rules in 'Options', play Instant Win games against the casino and the mini-games such as Mini Crown & Anchor, Mini Slots and Mini HiLo.

How to play Cash Games

Cash Games are available to play instantly if there are tables ready for you to join. Simply click on the green 'Join' button to meet your opponent and start playing. You may want to choose to watch another game, by clicking on 'Watch'. You will not be able to participate in these games. You can also create your own table to play with friends in other locations. This is done by clicking the 'Create a New Table' button and choosing the game, rules, wager and opponent.

How to play Tournaments

Tournaments are held on specific dates and at specific times as detailed in the list, when clicking on the Tournament tab. You can register for tournaments any time before they start and the status of the tournament is shown as 'Completed', 'Registering' etc. The list will also show the buy-in amount, the prize pot and the number of player's registered/maximum number of players.

For further details about the tournament and the players that have registered, click on the name of the tournament.

What are Bots?

Bots are the robots you can play against in the Skill games lobby. They are there 24/7 and you can play for free or real stakes against the Bots. We have four different levels of Bot to suit your player level: BeginnerBot, RookieBot, AmateurBot and ProBot.

Once your player rating starts to improve you will only be allowed to play against higher level Bots.

3. How do I make a withdrawal?
To make a withdrawal from your William Hill Account you must have made a deposit using one of the deposit methods offered (you will make the withdrawal through the same method you have registered with) and have sufficient funds to withdraw.
All the relevant points within the Terms and Conditions should also have been met with regards to wagering requirements of bonuses.

Then, follow these simple steps:

• Log in to William Hill Skill and go to 'My Account'.
• Click on 'Withdraw'.
• In this page you'll see the withdraw method applicable to your account. Check the details are correct, enter the amount you want to withdraw and click 'Withdraw Funds'.

Can I cancel my withdrawal request if I change my mind?
Yes, you can, if the withdrawal is still pending. You can see the state of your withdrawal request and initiate the cancellation (or reverse withdrawal) in a number of ways:

• In the 'My Account' page, click on 'Reverse Withdrawals'. Simply select the withdrawal requests you want to cancel and click on 'Reverse'. Your balance will be updated immediately.
• In the 'My Account' page, click on 'Statement' and choose 'Deposits/Withdrawals'. Change the date range if applicable and click 'View Statement'. If you have any withdrawals pending, there will be a link to 'Reverse'. Click this and follow the instructions.
• Go to make a deposit and any pending withdrawals will be shown with an option to reverse them. Follow the on-screen instructions to do this.

For further information, click here for online support.

If you need any assistance while making or reversing a withdrawal, contact our 24/7 Customer Services Team.

4. Instructions and Rules for Games and Tournaments

We have helpful information pages for each of the games we feature, which include Quickstart Guides and Full Game Instructions: Gin Rummy, Backgammon, Blackjack, Poker Dice, Domino Duel, Instant Win, Panic Solitaire and Pyramid Solitaire.

Every week we hold tournaments for different games, and you can find information about how to play tournaments, when they start, how much it cost to enter and the prize fund by going to the Tournaments page.

5. Online Code of Conduct
William Hill Skill Games encourages players to chat online to add to the gaming experience. As an international company there is the opportunity to meet people from other countries and cultures, and to generally enjoy a sociable environment.

We expect all our players to adhere to polite and courteous behaviour while using the chat function. While we accept and recognise the rights of players to have freedom of expression during chat sessions, William Hill does not condone the unacceptable behaviour of causing offence through the use of inappropriate words and comments during chat. We ask you to refrain from using unacceptable language, which can be construed as abuse, whether intentionally caused or not.

During chat sessions William Hill will not accept the following:

• Use of foul language or expletives
• Insulting other players
• Repeated or one-off communication intentionally timed to distract or interfere with gameplay
• Using sexual language or words suggesting inappropriate behaviour.

We also advise players not to share personal information such as e-mail address and /or account information to retain their privacy. The William Hill Customer Services Team will never ask for this type of information from players during online chat.

The online chat function is provided only to enhance players' enjoyment of a game. The chat room facility will not be used to post any obscene, racist, sexist, defamatory, inflammatory or otherwise objectionable wording in accordance with the William Hill Skill Games Code of Online Conduct set out above. If you do use the chat room facility in this way, William Hill may terminate/suspend your account and your access to any game. William Hill monitors, stores and reviews all chat room and in-game communications on a regular basis and will investigate any complaints submitted by our users.

William Hill will not be held responsible for any actions arising from your communications in the chat room with other players. This includes, but is not limited to, loss of business, profit, extraordinary or punitive damages, fines or penalties.

6. Cash Game and Tournament Fees
William Hill will charge you a fee on your winnings in cash games. The fee for cash games is typically 5% or less of the aggregate players' stakes in any cash game although the percentage charge may vary according to the amount of money staked by each player. The fee will be clearly indicated to you before you participate in any cash game and will be deducted from the winner's earnings immediately upon the completion of a cash game.

Tournament fees are payable by all participants when you register for a tournament and are clearly displayed within the game lobby. Tournament fees, while generally 10%, may vary subject to anticipated enrolment, guaranteed prizes, and other factors.

7. Player Profiles and Skill Ratings
Many of our players find it useful to know how their track record is going and so we award all players 1500 points for each game in Player Ratings when they sign up. Your ongoing game play is then rated and you'll find your Player Rating go up or down according to your performance.

Only you can see your rating, by clicking on your name in the lobby area. Your Player Rating is used to decide which bots you can play against. For example, once your skill level improves in any particular game, you will not be able to play against the Beginnerbot any longer and so on.

To prevent players from abusing or exploiting ratings we only allow you to see your own rating and not that of other players.

GameAccount actively scans games on its website to ensure that no players are using any type of 'bot' or additional software in order to give themselves an unfair strategic advantage while playing a game. While we cannot prevent players from initially using such aids, we do reserve the right to retrospectively cancel or unwind all cash deposits or promotional credit awards and terminate any account and confiscate any winnings derived from tournament entries or wagers where we have detected on review of customer's gameplay that such aids have been used. GameAccount's decision, without liability or responsibility, is final on all accounts terminated for this reason.

8. Disconnection Policy
We follow industry-standard procedures in the unlikely event you are disconnected during play. We strive to offer the best Disconnect Protection to our players. Our aim is to protect players while maintaining appropriate checks so that protection is not abused.

What happens if my service is interrupted?
Disconnections can and do occur. Your game will be paused and your opponent notified of your disconnection. Log back into the site and re-enter the game lobby as quickly as possible. You will be directed to rejoin your game table. Click on the flashing 'arrow' icon at the bottom-left of the lobby to rejoin your game.

How long do I have to reconnect?
You have two minutes to log back into the site and re-enter the game lobby. This time limit has been imposed in consultation with our players. In the event you do not reconnect within the two minute period your opponent will be deemed the winner and your stake or liability will be forfeited. This policy is in force at the request of our players and prevents the abuse of these disconnection procedures.

What happens if I close the game lobby window?
Closing the game lobby window will close all games tables. Re-enter the game lobby as quickly as possible. Click on the flashing 'arrow' icon at the bottom-left of the lobby to rejoin your game.

What happens if I close the game table window?
Close the game table window during play and the game lobby will direct you to rejoin your game table. Click on the flashing icon to rejoin your game.

Disconnection abuse
Our software will detect whether a player had a genuine disconnection. If a player tries to claim Disconnect Protection by simply getting 'timed out', he/she will be deemed to have resigned from the game. Disconnect Protection is not to be used for any purpose other than a genuine disconnection. Any intentional disconnections from the game lobby or game table may result in forfeiture of winnings or closure of your William Hill account.

Technical issues
In the unlikely event a real money game in progress is cancelled due to technical issues, both players will be automatically refunded their buy-ins, regardless of the players' standing when the game was halted. We reserve the right to render final decisions on all matters herein at our sole discretion. Refunds will be communicated via e-mail.