We help millions of people across the globe to gamble in a positive and responsible way

Safe might sound boring. But in gambling, it’s the exact opposite – it’s what keeps betting and gaming enjoyable.

We do everything we can to ensure that every person uses our services safely and responsibly. From developing technology that better identifies people at risk to improving our protection of under-18s and vulnerable people from exposure to gambling adverts, we’re constantly pushing to make our business safer. As a founding member of the Betting and Gaming Council (BGC), we’re also working with other BGC members to raise industry safety standards, whether it’s through Safer Gambling Commitments or industry working groups.

As campaigners for player safety, William Hill welcomed the Gambling Act Review, which the Government launched in 2020. Our industry is more committed than ever to keeping gambling as safe as possible and we need to continue raising those standards. We continue to be actively engaged with the Government to guide customers, and colleagues and ensure that any new regulations work alongside the development of the gambling industry.

We think it’s important that the review is evidence-led and that it protects the vulnerable whilst allowing millions who happily place the occasional bet to continue to enjoy our services. It’s also vital that it takes a critical look at the growing risks of the black market where there are no consumer protections.

 

Safer Gambling with William Hill - Protecting customers

Key performance measures

 

Objective

Measures

2020

2019

2018

Comments

Encourage safer gambling by all customers

% of online UK customers using deposit limits

42%

32%

18%

Year-on-year comparison is not possible due to change in methodology. 2020 includes William Hill Gibraltar + Mr Green + Evoke.

Protect the vulnerable

Number of safer gambling interactions
(William Hill UK)

Retail
24,644
Online
877,872

Retail
33,789
Online
200,771

Retail
41,837
Online
36,758

William Hill took a proactive approach to customer interaction given the Covid-19 backdrop and our approach to continual improvement. This resulted in a very significant increase in total number of customer interactions online. It also led to an increase in retail, relative to the number of trading days (taking into account Covid-19 shop closures).

 

Number of self-exclusions excl. via multi-operator schemes (William Hill UK)

Retail
4,784
Online
102,596

Retail
8,794
Online
85,803

Retail
10,890
Online
38,913

Number of customers self-excluding directly from William Hill Retail was impacted by Covid-19 shop closures.
Rise in online self-exclusions driven by significant increase in safer gambling messages providing information to customers about the tools available.