problems at william hill

[zebedy]

i was playing away at william hill casino on the 8th dec and i suddenly received an erroe code and it booted me off the slot i was playing,
so i tried to open another slot but all i kept on getting was error codes, i shutdown the casino and tried to log back in but it wouldnt let me, so as it was late i decided to call in a night, the next morning i tried again but couldnt log in,i went to the will hill website and was able to login but noticed my casino balance hadnt been transfered to my sports account it was stuck in the casino,
i emailed support and received the following on the 9th

The message you are receiving is due to a technical error in passing information from our servers. This issue has been escalated to our senior technical staff and will be resolved shortly. Due to the William Hill's system migration, the Casino errors have unfortunately not solved themselves.

We have reported your individual issue through to our technical department

.

ok i thought it should be sorted shortly because it had been escalated to the tech staff but it wasnt so i emailed again, the reply

The technical fix that has been put in place has solved the majority of issues, however, unfortunately there are still some accounts affected and hope that this will be solved as soon as possible. Unfortunately we are unable at this time to specify what the timescale will be.

i had also spoken to them on the phone and was told it would be sorted in a couple of days

i left it a couple of days but nothing ,emailed again 14th dec

As outlined in the replies that we have sent to you many of our customers have been receiving exactly the same error. All of these incidents have been reported to our IT department and in order to resolve the issue they have to manually access the account and remove the error ensuring that any trapped balance will be returned to the account. Of course we appreciate that funds being missing from your account is an inconvenience and if there was a way in which the process could be speeded up we would do this. However, we can assure you that we are badgering Cryptologic to release the blocks on the account.

i have tried several times lately to reach them by phone but it is always engaged,
it is now the 17th i still cant log into the casino the funds are still locked in there,
so if they can manually access my account and transfer the funds out why havent they done so,??????,,they dont need to contact cryptologic for that, even then should it take them over a week ? its not like i havent made enough fuss about it, being the impatient SOB i am, and apperently they have had loads of people with the same problem but i havent seen anyone else complaining about it

i know they are changing over to playtech in the new year ,do you think that they would have just pulled the plug because thats what it feels like,
maybe im just expecting to much, i thought william hill plc was one of the top notch companies

in the end i just lost patience with them and told them to transfer my balance to my neteller account and close my account,

i received the following to which i had to laugh

We understand that the recent casino issues have been very frustrating for players and we are doing all we can to prevent any further disruption. All we ask you is to bear with us as we assure you that our software providers are working tirelessly to resolve this error and unlock your funds. Once this has been done should you still want to close your account we would advise you to contact us again to arrange your withdrawal.
We are very sorry however that your wish to close your account due to this. Please be assured that our new casino due to launch early next year promises to be much improved and should you decide at a future date to consider using a betting service again, we would be delighted if you choose William Hill as your preferred bookmaker. In the meantime, may we take this opportunity to thank you for your past custom.

I DONT THINK SO

william hill you still have customers playing on your old software, why dont you look after them before you start messing with new things?

[Simmo!]

I had exactly the same problem around 3 years ago and after 6 months it still gave me the error code at which point I uninstalled and went to another Crypto. Went back and forth with their support team who, aside from being slooow as heel, never seemed to grasp, or be particularly interested in, the problem. Every reply that came back asked something I already told them or fobbed me off.

As far as I am aware it's still like that today. Good luck - but don't hold your breath.

[Scooter7]

I've never been a huge fan of Will Hill and their (lack of) support has been a recurring theme on this forum for a long time. If you like the games/casino, I would suggest using Intercasino instead. I'm sure they'd be happy to take in all of WH's unsatisfied customers.

[Simmo!]

I've never been a huge fan of Will Hill and their (lack of) support has been a recurring theme on this forum for a long time.

No, no, it can't be!! Will Hill won the Gambling Magazine Best Customer Support award earlier this year

[zebedy]

yes yhis is probably the worst service i have ever had in trying to sort out a problem, i phoned again last night,they took about 20 minutes to answer, lucky its a freephone number, i got the usual apologies, again blaming crypologic saying because it was a certain error code will hill cant do anything about it so they have to wait for crypo to sort it out,

Again we can only apologise for the amount of time it is taking to resolve your query. We understand that this has gone on for to long as it is taking longer than expected to resolve your query.
At this time we can only ask you again to please remain patient as we are trying to solve this matter as soon as possible.

i can see why crypologic is dying out if this is the level of service they provide,
and yes i will be closing my account

[zebedy]

No, no, it can't be!! Will Hill won the Gambling Magazine Best Customer Support award earlier this year

maybe the only enquiries the support were asked was what day is it

[Scooter7]

yes yhis is probably the worst service i have ever had in trying to sort out a problem, i phoned again last night,they took about 20 minutes to answer, lucky its a freephone number, i got the usual apologies, again blaming crypologic saying because it was a certain error code will hill cant do anything about it so they have to wait for crypo to sort it out,



i can see why crypologic is dying out if this is the level of service they provide,
and yes i will be closing my account

It's not Crypto. WH doesn't use Crypto's call center (which keeps winning service awards), so I do recommend trying Intercasino instead.
The WH casino from Crypto will keep running for the next year or so, but I would guess that their level of caring will decrease drastically when they launch their Playtech-powered casino.

[zebedy]

i do have an account at inter, but out of all my deposits ive never won anything there worth cashing out and the payout % seemed bad,
ive tried playboy, cs casino and found there payout % seems to be higher, probably just my lucky day,
i mainly used will hill for the poker but thought id try the casino, since i have used it in the past without any problems, but i have never had to deal with there support until now,
as my uncle used to say, you live and learn

[Scooter7]

No, no, it can't be!! Will Hill won the Gambling Magazine Best Customer Support award earlier this year

It's a good thing that I'm able to recognize sarcasm else I'd be starting an argument with you, Simmo