Non-Bonus Complaint Everybody's jackpot William Hill Casino

Catriona Muir

Newbie member
Joined
Mar 29, 2016
Location
Scotland
Hi I am looking for any help available please.
Was playing William hill casino Tue 12/9 and was distracted from time to time by tv. After a short distraction when I looked at my screen there was a small msg box. My finger automatically went for the back button as I started to read and it was an alert that the jackpot of £26?,??? had been won on everybody's jackpot and the portion to be shared would be split between 1??? players who were eligible....then I pressed back removing the msg. I remembered been playing the night before and had qualified for 24hours. I asked on chat and was told I'd be mailed with an answer!! Got the mail which says the jackpot hadnt been won and the msg was just telling me if i qualified if it was won. I can see through a jackpot tracker that it was won and I can see my last wager was at 23:28 on 11/9. Where can I go with this As I have no screenshot??
 

Nicola

Closed Account
Joined
Jan 22, 2013
Location
Malta
I know the game you are talking about and understand the 24-hour rule. Once you saw the message on the screen that the jackpot had been won, did the jackpot amount reset in the game?

There are a few reasons possibilities that the jackpot was won but the originating bet was void. e.g. a malfunction or the jackpot was won in fun mode by the player (unlikely but has happened in the past with other providers)

Going forward, I would open a complaint with William Hill as per their terms and conditions

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25.3 If there is a dispute arising from the Terms of Use which cannot be resolved by Customer Services having been escalated in accordance with paragraph 25.2, You can request that the matter be addressed by a manager or supervisor. We will endeavour to resolve the matter to Your satisfaction either immediately or by contacting You subsequently.
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Catriona Muir

Newbie member
Joined
Mar 29, 2016
Location
Scotland
When I looked the jackpot had gone down to just over 20,000. The terms of the game say that qualifying players online will be notified immediately. Anyone offline will be notified on next log in. William Hill email said the jackpot was not won but I was able to see on a live jackpot tracker site last nyt that it was won 50+ mins earlier. I should probably also say I was playing a totally different game when the msg appeared. They said they will have their promotions team look into it [although I have clearly said it's not promotion related] and will mail me with a response.
 
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