What is going on at William Hill Online Casino?

[spectra]

I have made a withdrawal request of around 30+ quids recently via wire transfer, 18th March 2005 to be precise, and up to today the money is still not credited into my UK bank account.

I have reported the delay to ECash Direct UK whom are supposedly their payment services provider, but ECash replied and said that William Hill is no longer supported by them. And instead asked me to contact William Hill Customer Service directly.

I started calling them but either no one is answering or got a recorded message that the number is no longer in service. My last resort was to write them e-mails with details of my withdrawal transaction (including a screen shot of the transaction from my online account statement), betting account number, login name, alias etc. Alas, all I have received are bunch of auto-reply messages saying that ....here is your reference number and they will be in contact shortly....and obviously no one ever call or reply my mails.

It is either they are having some serious cash flow problem or their RTG system is beginning to rot and not honoring patrons withdrawal...You can deposit into the gaming account but if you win or strike a jackpot, don't dream about getting a penny back from them! It Sucks! Big time!

Please...be warned! Stay away from William Hill.....at least until they have sort out all their problems.

 

[KasinoKing]

William Hill is HUGE in the UK - so they don't have cashflow problems.
Their casino is not RTG.
It is true that they don't use E-cash any more - you must deal direct.
For some reason that I can not begin to understand, their CS is non-existant/crap.
My only suggestion is try all the e-mail addresses you can find & hope someone responds...

 

[Casinomeister]

...My only suggestion is try all the e-mail addresses you can find & hope someone responds...

A player should not have to go through this sort of "jumping through hoops" in order to get some service/answers.

I recommend just chill. I've popped them of an email to make them aware of this thread. A PAB would be better since I can get them to directly respond to that.

 

[big_mac]

I have found that they often take weeks to reply to emails.

Their telephone support, however, is excellent. I just tried it and it was answered immediately.
It is an international freephone number (the country code is 800), and some people do seem to be unable to access this.

Their webpage does list a UK number to call on, if you can't get the freephone number to work, and they should call you back.

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[jpsartre]

Yeah, forget about emailing them. By the time they answer the currency in UK will be Euro's, not GBP. Try calling them again. I've done so several times myself and I never had a problem getting through.

 

[spectra]

Thanks for the advice. I will try to contact them (again) through the International freephone number. Happy gaming!

 

[winbig]

WH CS is a JOKE

Thanks for the advice. I will try to contact them (again) through the International freephone number. Happy gaming!

Good luck on the phone. This place is a joke trying to get ahold of them via email. This is a response I recieved today...keep in mind I emailed them March 29th, and this email is only telling me that I have to wait LONGER for them to address my problem.

I wouldn't doubt that this is an automated response either. I could just imagine trying to get a cashout via this place.

Discussion Thread
Response (Sibylle) 15/04/2005 12:28 PM
Hi Brian,

Thank you for your email.

We endavour to respond as quick as possible but are sure that you appreciate the enormous amounts of contacts during the last period made it impossible for us to reply within the usual time scale.

We therefore would like to invite you to confirm wether your problem is still ongoing.

Please accept our apologies for any inconvenience caused.

Thank you for choosing William Hill.


Best wishes,

William Hill
Internet Customer Services

 

[spectra]

Finally managed to hooked up with a lady customer services representative (after 10 successive calls to their customer service hotline: 00 800 3551 3551)

The lady picked up the call and have noted down all the necessary account details and said "I will check with the Finance people....the money should have been paid on 22 March 2005....there could be some problem at their end."

That was last Wednesday (13/4/2005) and I checked my bank account today and the money is still not credited. Also, there is no mails from them even though she promised will send one out as soon as she talk to her "Finance people". Very obvious, they are just buying time and dragging their feet as long as they can for any payouts.

Perhaps, they are having some serious system problem that is preventing them from releasing any payment.

 

[Casinomeister]

These guys are obviously too big for their britches. Sure, they may answer the phone, but their online support is abysmal. I would recommend that players avoid this casino and stick to the other Cryptos.

 

[winbig]

I agree 100%.

I find it quite funny that they keep sending me promotion emails, but can't take 2 minutes out of their "busy" schedule to reply to my emails from almost a month ago.

 

[largeeyes]

I've played here without a problem for months and really fast cashouts. I'm kinda dumbfounded by everyones problems.

 

[mitch]

I've played here without a problem for months and really fast cashouts. I'm kinda dumbfounded by everyones problems.

I agree largeeyes. W.Hill is one of my favourite casinos. I like the way they award the monthly bonus, just log in and if you have the minimum already in your account, bonus awarded. No other casino can match this to my knowledge.

Payouts are quick and you know you are dealing with a major PLC who aren't going bust anytime soon.

Never had to use their CS because I have never had a problem.

Mitch

 

[Casinomeister]

...Never had to use their CS because I have never had a problem...

Great! Let's hope it stays that way

I rarely have to contact a casino (on my behalf) via support. But responses to emails should be prompt - and I am not talking about auto-responders. W. Hill is merely on autopilot when it comes to their customer service. I would never recommend a casino to anyone if you have to pull teeth to get answers. There is no excuse for a company this size not to hire on more staff to take care of their clients.

 

[trick]

If their phone support is great (which I haven't tried) and their email sucks (which I know by personal experience) they should not offer email "support" at all!

I stopped playing there half a year ago after at least 1 year of being a satisfied customer. But then I ran into a problem and experienced their mail "support". Since this was only for a small amunt I gave it up. Stopped playing, coz if they are troublesome with small amounts, I don't want to get in trouble with a big win....

 

[spectra]

Talked to them again today (this time round about 15 calls as line constantly engaged) and the guy said money possibly stuck at the bank as they said their Finance People has transfered the dosh to bank on 22/3/2005.

I have communicated with the bank and will have to wait and see if they can trace the money from their holding account. Lets hope this is the end of the chronicle.

 

[KasinoKing]

There is no excuse for a company this size not to hire on more staff to take care of their clients.

Totally agree with that!
And I am very sorry for anyone who has problems.

But I am also with Mitch & Largeeyes - been with Will Hill for 4-years. I do remember having to contact CS a long time ago, but don't remember any problem...

Definitely the simplest casino to use and make profit from.
The size of their monthly bonus ($40) is the ONLY thing that makes them 2nd behind Intercasino.

 

[rayharold]

I had a problem a few months ago with my Neteller transaction not getting through to the casino. I attempted all avenues of communication with the casino. Emails were not answered, live chat was not available, and the international phone number was not working. Finally, after almost a week, I was able to solicit Neteller to intervene on my behalf before the matter was resolved. Yes, they may be very prompt in payments, etc., etc., etc. However, I DO NOT TRUST them to be there for me if I have a problem. I take my business elsewhere!

 

[chalupa]

The size of their monthly bonus ($40) is the ONLY thing that makes them 2nd behind Intercasino.

I haven't played William Hill for a while, but last I knew:

WH bonuses have a huge disadvantage in that if you lose all your deposit before meeting the wagering requirements... those wagering requirements roll-over into the next month.

So if you aggressively wager your bonus (as I do) you can quickly dig yourself a deep hole of wagering requirments, to the point where you'd be crazy to put any more of your own money in.

Also, being primarily a sportsbook, their casino deposit/withdrawal procedure is not as smooth as Intercasino.

Finally, I also experienced a bit of the wonderful customer "service" and haven't been back.

 

[nafanny29]

Do all the cryptos wagering requirements "roll-over" or is it just Will Hill?

 

[chalupa]

Hmm... now that I'm thinking about it, of all the Crypto casino accounts I have had, I think only Intercasino still has a deposit match bonus, so maybe it's the only one to compare to.

But with Intercasion (and in the past with others who no longer have match bonuses), my experience is that the wagering requirements do not rollover -- IF you play games that are allowed for wagering requirements.

One time I lost it all in an excluded game and the wagering requirements did roll over. The explanation from customer service was that I had lost it at an excluded game.

One possible caveat for Intercasino -- I did notice this in the Intercasino terms earlier this month:

Please note that if the wager requirement is not fulfilled within the month the said bonus is issued, any outstanding wager requirement will continue until the wager requirement is met - even if additional bonuses are issued.

I'm not sure if this is new or not. I deposited anyway and quickly lost my deposit and bonus. So I'll be able to tell you in early May whether losing it all still zeroes the wagering requirements. I'll report back then.

 

[KasinoKing]

WH bonuses have a huge disadvantage in that if you lose all your deposit before meeting the wagering requirements... those wagering requirements roll-over into the next month.

So if you aggressively wager your bonus (as I do) you can quickly dig yourself a deep hole of wagering requirments, to the point where you'd be crazy to put any more of your own money in.

Yes they do carry over - but that's fair enough isn't it?
You can't expect them to give you a new monthly bonus every month with no strings attached!

The crazy thing is obviously your betting pattern! I only do minimal bets ($1-$6 max), but can clear the WR inside 2-hours, and often make a profit!

Not sure about Intercasino carry-over because I always meet WR or bust out completely! I don't think it carries over if you zero out, but I'm not sure about that as it doesn't happen very often.

 

[gfkostas]

About the carry over thing the situation is a bit unclear.I have been told from representatives that indeed requirements carry over but after my own investigations I have found out and I am convinced that they DON'T.Based on my experience no more than 2 months requirements carry over.At ritz club i had lost 3-4 times in a row and am sure i must had about 7grand left to be wagered.That's what I assumed.I reached 600pounds from 100 and lost all after betting 100 a hand because I thought that I still have a heck of a lot to wager so lets try to clean them up.after 4grand wagered i go check the cashier just to find out that i can now withdraw the cash...too bad it was too late as 600 was gone .So NO! requirements dont carry over at all crypto casinos.

 

[gfkostas]

These guys are obviously too big for their britches. Sure, they may answer the phone, but their online support is abysmal. I would recommend that players avoid this casino and stick to the other Cryptos.

Have you considered adding them into the Not recommended list? This might turn their heads over.

 

[spectra]

Just my bad luck I suppose, after talking to Will Hill's customer services representative (twice) and my Bank's branch officer, I can now safely conclude that William Hill is just simply going to ignore all these grievances from small time player like me.

The bank has confirmed that there is no funds transferred in from Will Hill but Will Hill insists that they have paid on 22nd March 2005. The latest e-mail that I have sent out received a response that reads:

========================================
Dear Client

Thank you for your email to William Hill Internet Support. Due to increases in spam emails we would ask that you please submit your email again using the link provided. This link is for the Ask Help form on our help section which will give your query directly to an agent on shift at the time you click submit. You may be asked to provide a few details if it is your first query - this is simply to ensure we have the information we need from you.

Link Removed ( Old/Invalid)

We hope you understand our efforts to reduce the spam we receive and as a result we hope to reply to your valued questions much faster. Alternatively you can call us on freephone 00 800 3551 3551.

Kind regards,

Administrator
William Hill Internet Support

===================================

When I tried to follow the above instruction to send more complaints, I received an error stating that I am using an username or e-mail address that is already exist in their database! That simply means one can only submit inquiry once via their online mail service. They are not going to entertain subsequent problem report or status enquiry.

Definitely not a happy bunny with this casino site.

 

[pstnpstn]

When I tried to follow the above instruction to send more complaints, I received an error stating that I am using an username or e-mail address that is already exist in their database! That simply means one can only submit inquiry once via their online mail service. They are not going to entertain subsequent problem report or status enquiry.

Definitely not a happy bunny with this casino site.

I dont understand their email system.
you can send to them only one email per one email address.

so if you need to email more to them, you need to make new email address..
what is worse they answer email sometimes... sometimes.... not always.

even though their phone call service is good,
I am not a english speaker
and now have problem neteller withdrawal $61.
must I hire translator for $61 ?
who can help me out