customer services at william hill

[hobobiker]

Has anyone ever had any dealings with William Hill customer services,
If so i would like to know how. because i bloody well cant get in touch with them . tried telephone few times ...automated , then put on hold for 15mins/25mins/and 20mins....at which point i gave up ...got my tel bill last week and i have been charged £24.00 for being on hold on the customer services number.........what a F*****g piss take.
tried email but just got the usual automated shite reply.
tried every e-mail address on all of their sites , even the ceo and all pr and media peoples emails .....no reply from anyone.

if anybody got any other ideas on how to talk to them to sort out a simple query please let me know.

£24.00 ................not to talk to someone .....jesus wept.

.

[vinylweatherman]

Has anyone ever had any dealings with William Hill customer services,
If so i would like to know how. because i bloody well cant get in touch with them . tried telephone few times ...automated , then put on hold for 15mins/25mins/and 20mins....at which point i gave up ...got my tel bill last week and i have been charged £24.00 for being on hold on the customer services number.........what a F*****g piss take.
tried email but just got the usual automated shite reply.
tried every e-mail address on all of their sites , even the ceo and all pr and media peoples emails .....no reply from anyone.

if anybody got any other ideas on how to talk to them to sort out a simple query please let me know.

£24.00 ................not to talk to someone .....jesus wept.
.

He would cry into his beer

PROPER casinos arrange toll free customer support numbers for their main target market. William Hill is a BRITISH Bookie, yet it can cost a BRITISH customer £24 to not talk to anybody.

There is another thread on this subject, and it does not bode well for William Hill casino. It seems their move from Cryptologic software to something else has been accompanied by a nosedive in the quality (and availability it seems) of their customer service.

Now we have:-

They dont answer the phone ( but it costs £20+ to find this out).
They dont answer the email (but it is at least free to be "on hold" for the reply)

They dont receive any of our deposits

[GrandMaster]

What number did you call? The casino helpline is 00 800 3551 3551, which should be free from a landline (it may be charged as an international call on a mobile).

[coxwel]

i cant comment the customer service of the william hill casino itself but of their sister sites which were oened by multipurpose limited before. i played in their casinos because their terms were very good (20deposit 100bonus wager 12*) cashed out from this bonus 2 times and the bonus was always cashable too. one month after my last cashout i got a mail from another of their sistercasinos offering me this bonus again. as i looked through the sites i saw that all of the casinos have changed from multipurpose to william hill and also their terms have changed to the bad. i received the bonus under my old conditions and as i reached the wagering support tried to trick me etc. they tried everything not to pay me. i have alog of this chat, its very funny and shows how things go at these casinos. i was first talking to a female operator which made the impression of beeing new in this biz. after she just tried evrything to refuse my payment ( she claimed i played forbidden games 1st) my answer: look through your logs youll see i just played np slots, she answers: sorry youre right! and so on. it was like a list she had in front of her and she was blaming me for nearly everything. it always needed just one sentence from me and she had to reply oh sorry i was wrong. as the situation became too embarrissing the operator changed. now a guy came telling me that the female operator is crazy sometimes? that was the point where i lost al my trust in these casinos and already forgot about my 100€ i had in the account. these people just acted like a bunch f crroks and also offende me in the chat. if smb i sinterested i can post the logs in german, too funny.
i would just advise you: avoid william hill and all of its partner casinos. i also trusted in them and got real disappointed.

cheers coxwel

[vinylweatherman]

i cant comment the customer service of the william hill casino itself but of their sister sites which were oened by multipurpose limited before. i played in their casinos because their terms were very good (20deposit 100bonus wager 12*) cashed out from this bonus 2 times and the bonus was always cashable too. one month after my last cashout i got a mail from another of their sistercasinos offering me this bonus again. as i looked through the sites i saw that all of the casinos have changed from multipurpose to william hill and also their terms have changed to the bad. i received the bonus under my old conditions and as i reached the wagering support tried to trick me etc. they tried everything not to pay me. i have alog of this chat, its very funny and shows how things go at these casinos. i was first talking to a female operator which made the impression of beeing new in this biz. after she just tried evrything to refuse my payment ( she claimed i played forbidden games 1st) my answer: look through your logs youll see i just played np slots, she answers: sorry youre right! and so on. it was like a list she had in front of her and she was blaming me for nearly everything. it always needed just one sentence from me and she had to reply oh sorry i was wrong. as the situation became too embarrissing the operator changed. now a guy came telling me that the female operator is crazy sometimes? that was the point where i lost al my trust in these casinos and already forgot about my 100€ i had in the account. these people just acted like a bunch f crroks and also offende me in the chat. if smb i sinterested i can post the logs in german, too funny.
i would just advise you: avoid william hill and all of its partner casinos. i also trusted in them and got real disappointed.

cheers coxwel

This is very worrying indeed. Under the old roguish regime you had no problems with using some quite generous bonus offers, but as soon as William Hill Online takes over, the CS start acting like an insurance company, looking through a list of reasons NOT to pay before agreeing to pay you.
You seem to be suggesting that there is a bad attitude at their CS, that of actually ENJOYING their task of screwing players over. This, to customers, just REEKS of amateurism, not what would be expected from a brand such as William Hill.


00 800 3551 3551 is a special kind of toll free number. The double zero at the front makes it an "international call", rather than a domestic toll free number, which would start with a single zero, and have only 11 digits. Calling from a landline should STILL be free, although you will be heavily stung from a mobile.

UK branded casinos used to have some 0870 "premium rate" type numbers not so long ago, when the big international brands, such as Microgaming, would offer toll free numbers to their main markets. 0844 is one to watch out for from the UK. It is the "new 0870", businesses snubbing their noses at OFCOM after they were "busted" over 0870 (shows how stupid UK regulators are - they fell for all the lines businesses fed them). 0844 will cost an absolute FORTUNE from a mobile, and from many non-BT landlines too!

The best thing to do would be to get a speakerphone, and dial the toll free number from a land line, peak rate, and just keep it on hold till they answer. The CASINO will pay for the length of time on hold, and a speakerphone will enable you to get on with other things without missing the moment the call is answered.

[coxwel]

yeah youre right. as it was owned by multipurpose i only read bad things about them. i think it was carnaval and prestige casino where i had cashout. the support was very nice and they paid me after 5 days. no delays, no strange questions etc. i was very surprised that they offer that kind of bonus and also pay me with no doubt and this 2 times in a month in 2 of their casinos. but unfortunately they changed this conditions very quickly after my 2nd cashout. as i asked in the chat why multipurpose is gone and its william hill now they were acting like i found out a big secret and got very strange and unpolite. but it must have been the same support staff like before just with other rules how to treat players. it was so obvious what the female operator was trying ( mentioned above) to make me forget about cashout, she was cut off by her like "boss" and their internal structures bacame more and more clear. the last words i was tld by their livechat was a threatening. i said that i will make this case public and wont accept their behaviour. his answer was : i hope you know what youre doing. i responded i really hope this wasnt meant threatening otherwise this case comes to new area. beeing threatened by a casino operator WTF!! do these people think who they are? his only answer was a :-) . this is so unprofessional and unrilable omg.... they give you the feeling like we can do everything we want because we still have your money and if you become unconfortable for us we just block your account by any reason. this is nearly scam.

iam just getting too angry if i remember this. wtf forget never play with these crooks again!

cheers coxwel

[vinylweatherman]

yeah youre right. as it was owned by multipurpose i only read bad things about them. i think it was carnaval and prestige casino where i had cashout. the support was very nice and they paid me after 5 days. no delays, no strange questions etc. i was very surprised that they offer that kind of bonus and also pay me with no doubt and this 2 times in a month in 2 of their casinos. but unfortunately they changed this conditions very quickly after my 2nd cashout. as i asked in the chat why multipurpose is gone and its william hill now they were acting like i found out a big secret and got very strange and unpolite. but it must have been the same support staff like before just with other rules how to treat players. it was so obvious what the female operator was trying ( mentioned above) to make me forget about cashout, she was cut off by her like "boss" and their internal structures bacame more and more clear. the last words i was tld by their livechat was a threatening. i said that i will make this case public and wont accept their behaviour. his answer was : i hope you know what youre doing. i responded i really hope this wasnt meant threatening otherwise this case comes to new area. beeing threatened by a casino operator WTF!! do these people think who they are? his only answer was a :-) . this is so unprofessional and unrilable omg.... they give you the feeling like we can do everything we want because we still have your money and if you become unconfortable for us we just block your account by any reason. this is nearly scam.

iam just getting too angry if i remember this. wtf forget never play with these crooks again!

cheers coxwel

Bolded are some classic tell tale signs that you are dealing with a rogue casino. The very obviously "hands on" approach by the "boss" lest CS reveal too much, or agree something (such a payment) is probably the most telling sign of all.
Why they should suddenly change their behaviour simply because you mentioned the change of ownership to William Hill, a matter of public record, is pretty surprising. This is at odds with what I would expect to be the response from support staff who once worked for a rogue operator, but now have the satisfaction of working for a reputable brand.

When William Hill announced this, I ditched my account even before they finally closed down the Crypto version of the casino. I have not formally closed it (I tend not to do this, as it can create problems in years to come, after all brands change), but have uninstalled the casino.

There are a number of Playtech casinos accredited here, and these should be the first port of call for Casinomeister members.

[hobobiker]

the reply and original message are below ......just mailed back asking how they could answer an email sent on 25th feb on the 10th jan????
somehow think its just some sort of automated reply thingy.

as for the customer services no , i rang it on my Voip or internet phone thing , no warning as to getting premium rate charged tho, it does give a warning if you ring on mobile tho .... but you get charged even while its ringing and not on hold...... who gets the 50p a minute for this call , the mob provider or WHill ?

no problems cashing out at WH because i use the quickcash voucher system which i can cash in at local bookies .... instant up to £5k no problems. but the customer sevice is just complete bollocks.




------------------------------------------------------------------

Response (Maxine G) 27/02/2009 10:08 AM
Hi Mark,

Thank you for your e-mail.

We have checked your account information and can see we have replied to all of your previous e-mails.

The last response was sent on the 10th of January

With regards,

Maxine

Customer Services
William Hill plc


----Original Message----
From: ********@tiscali.co.uk
Date: 25/02/2009 23:18
To: <williamhill@sportsmail.willhill.com>
Cc: <customerservices@williamhill.com>,
Subj: Re: 20% cashback on our new Casino games
Hello
name:Mark
Account Number

account no:username:
Re :20%cashback.

Hi
I have emailed customer support before about this issue on 10th January.
I would have liked to have taken part in all the cashback promotions, but how can i when i am only told about a promotion about 15 hours after it has started. As I have already said i raised this problem with your customer support about 7 weeks ago and they answered my email saying the promotional e-mail would from then on be sent the previous day or evening to the promotion start. .....but ever week since then its been late ... one week more than 20hrs after the promotion started. So in theory I have missed out on reclaiming about £*** .** , .

Mark Doherty

[vinylweatherman]

the reply and original message are below ......just mailed back asking how they could answer an email sent on 25th feb on the 10th jan???? somehow think its just some sort of automated reply thingy.

as for the customer services no , i rang it on my Voip or internet phone thing , no warning as to getting premium rate charged tho, it does give a warning if you ring on mobile tho .... but you get charged even while its ringing and not on hold...... who gets the 50p a minute for this call , the mob provider or WHill ?

no problems cashing out at WH because i use the quickcash voucher system which i can cash in at local bookies .... instant up to £5k no problems. but the customer sevice is just complete bollocks.




------------------------------------------------------------------

Response (Maxine G) 27/02/2009 10:08 AM
Hi Mark,

Thank you for your e-mail.

We have checked your account information and can see we have replied to all of your previous e-mails.

The last response was sent on the 10th of January

With regards,

Maxine

Customer Services
William Hill plc


----Original Message----
From: ********@tiscali.co.uk
Date: 25/02/2009 23:18
To: <williamhill@sportsmail.willhill.com>
Cc: <customerservices@williamhill.com>,
Subj: Re: 20% cashback on our new Casino games
Hello
name:Mark
Account Number

account no:username:
Re :20%cashback.

Hi
I have emailed customer support before about this issue on 10th January.
I would have liked to have taken part in all the cashback promotions, but how can i when i am only told about a promotion about 15 hours after it has started. As I have already said i raised this problem with your customer support about 7 weeks ago and they answered my email saying the promotional e-mail would from then on be sent the previous day or evening to the promotion start. .....but ever week since then its been late ... one week more than 20hrs after the promotion started. So in theory I have missed out on reclaiming about £*** .** , .

Mark Doherty

Simple, they have just admitted they ignored this later email by saying "The last response was sent on the 10th of January". Therefore, they have NOT responded to your latest email, and have just admitted this.

As for that phone call. This beggars belief, and a complaint to OFCOM should be made as two clear breaches have been made.

1) No notification that the call is to be charged at premium rate at start of call.
2) "hidden" use of premium rate charging without prior warning - this is an 00800 prefix, CLEARLY advertised as "toll free" in consumer facing advertising.

Sadly, OFCOM have shown themselves as weak regulators, and have been restructured since. ICSTIS (again restructured and renamed, making it harder to find) regulate premium rate services, and may take the complaint about the surrepticious nature of this.
Mobiles charging high rates to call 08 numbers, particularly toll free ones, has alreday been up for discussion, and mobile companies are having their "rip off" practices steadily eroded by both OFCOM and the EU regulators.

Who gets the money?

Not William Hill, in fact William Hill are PAYING to RECEIVE your call, AND YOU are paying up to 50p a minute to MAKE the call.
It should be clear who'se greedy snout is in the trough

If UK players are receiving cash-ins through the high street bookies, this makes for a branding disaster, as it creates a DIRECT link between the incompetence of William Hill online and the high street brand, which has taken DECADES to build.
Maybe you should mention this fiasco at the bookies you usually collect the money from, and tell them you are looking to swap over to Corals because of it (it would help to actually HAVE a Corals in the same town). Coral have an online casino, and I recall they also offer a system whereby players can collect cashins from the online site from the high street bookies.

The really top brass at William Hill need to see what is happening at the "coal face" and act before it is too late.

[carjaw]

i mean it is not quite what you want but i have been researching in the area of responsible gambling and there is the case of graham calvert who requested that william hill exclude him because he was a self- confessed addict - but 6 weeks later they started taking bets back from him and he ended up owing 2.1m pounds. At one time he was placing up to 20 bets a day at £30,000 a punt. When he realised his addiction was getting out of hand he took up William Hill’s self-exclusion facility. This allows customers to close their account for a minimum period of six months and up to five years as requested. However, after asking to be self-excluded and he placed the biggest golf bet in history - £347,000 on America to win the Ryder cup. He lost. I’m all for people taking responsibility for their own actions. But the overwhelming compulsion for an addict to drink, take drugs, or in this case, gamble, will override any other sense of right or wrong. William Hill behaved like the pubs who kept selling George Best alcohol, despite his family and friends publicly begging them not to. Calvert took the first step towards accepting responsibility by asking to be excluded. As a bookmaker that says it is “committed to supporting responsible gambling initiatives”, William Hill had a duty to ensure that happened. I am not the biggest fan of w uk big name william hill but who have moved to gibraltar and malta to avoid responsible gambling UK legislation. good luck though.