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Will Hill's non-existent customer service.

Discussion in 'Online Casino and Poker Complaints - old section' started by deezamn, Feb 17, 2005.

    Feb 17, 2005
  1. deezamn

    deezamn Dormant account

    Location:
    Morristown, NJ
    I've lurked here for awhile, and enjoy these forums immensely, but just now do I feel urged to post. I haven't had a big enough "Winner's Screenshot"...was hoping that'd be my first post. :D

    Anyway...this really is directed towards all Crypto pokerrooms and casinos. Why, with how successful they have been, do they continue to have among the worst customer service in the industry? I question if most of them even have a customer service department.

    A few months ago, while playing poker at Will Hill, I went to check my account page, which asks you for the password again. I entered the wrong password twice (I typically have a number or two attached to my passwords, forgot I didn't at Will Hill), and it froze my account. Mind you, this was while I WAS ALREADY LOGGED INTO THEIR SOFTWARE. Okay, I'm glad they're atleast looking out for my safety. 7 weeks and about 10 emails later it's unfrozen. After about 5 weeks, I receive my first reply, asking for my Name, Address, favorite games played, etc. before they reset my account password. Yet, I'm corresponding with them via the email address registered to the account, so they should have figured it out right there. I replied to the email 3 times with my security info, before it's finally unlocked 2 weeks later.

    I currently have another request in now (why I didn't receive the monthly match), it's going on two weeks now without a reply. Not a huge deal, I don't think I've ever won at their casino, so this just saves me money/time in the long run. But this is what really got me...

    Last week, I received a large envelope in the mail, with a Will Hill CD and pamphlet asking me to join their pokerroom and casino. Well...I've been signed up there for 6 months now. Oh well, easy enough to throw it out. Now yesterday, I pick up the mail, and there's the same large envelope addressed to a "John". Hmmm...my roommate's name is not John. That's odd. Now, I've been living in this apartment for two years, and my roommate has for just over 5. I'm his third roommate. Will Hill, just sent a sign up package to my roommate's FIRST ROOMMATE, that hasn't lived in that apartment in over 4 years now. I have never met this "John" and he rarely ever receives mail, maybe one piece every few months.

    My question is...according to my roommate, "John" definately was not an internet poker player, or online gambler, so how the heck did they get his name and address? Did they enter my registered address into some paid for mailing list, and now they're sending spam mail across the Atlantic? I can't believe they can mail out spam across the ocean to someone that has never played online poker, and now lives in another state, yet cannot respond promptly and competently to customer service requests. Wish they'd get their priorities straight.

    Thanks for giving me an out let to vent. :)
     
  2. Feb 17, 2005
  3. 555YY

    555YY Dormant account

    Occupation:
    "":".."|
    Location:
    PA
    will hill is notorious for unresponsive customer service, although in their defense they also run a sportsbook where maybe they are focusing the majority of their attention on

    other crypto sites are much better, specifically intercasino/poker and pokerplex, they have interactive chats and you can reach them with a toll-free number from the states
     
  4. Feb 17, 2005
  5. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Hi deezamn,

    Welcome to the forum. I see that you love playing poker. Care to join other casinomeister members for freerolls. Its organised by chatmaster,rep for Piggs Peak poker. You can check this out under the poker rooms section and I think the next freeroll is on 27 Feb at 1500EST. Hope to see you there.

    Meanwhile,forget about William Hill. There are a number of threads here on their horrendous customer service.
     
  6. Feb 17, 2005
  7. deezamn

    deezamn Dormant account

    Location:
    Morristown, NJ
    Thanks for the welcome chuchu. :)

    I was more bothered by the fact they really must have had to do some digging to send out an unsolicited Will Hill CD to someone who hasn't lived at my apartment in over 4 years. I'm sure others here don't necessarily like online casinos sending them junk mail, I'm shocked Will Hill took it to the next level.

    Thanks for the invite to the poker game, but, on the 27th I will be setting sail on the Starluck cruise, where I'll be meeting up with largeeyes. :thumbsup: Maybe next month.
     
  8. Feb 17, 2005
  9. scrollock

    scrollock Senior Member

    Occupation:
    google
    Location:
    boro, uk
    deezam, i have had the same thing happen to me aswell, locked out of my account,keep getting sent the sign up offer (despite already being the member) and even more annoying their customer support number rarely works, sometimes you are directed to a fax machines other times the line just goes dead.

    i use to work for will hills and their sportsbook is by far their major concern, however they meant to be concentrating on internets and casinos these days, just ask any of the managers who have to empty the FOBTs (casino machines) in their betting shops anyday.
     
  10. Feb 18, 2005
  11. nafanny29

    nafanny29 Dormant account

    Occupation:
    financail adviser
    Location:
    London, England
    I have had 2 problems with William Hill over the last 12 months (Locked in a game, and forgotten password) Both sorted out efficiently. (The locked issue took a week but I was warned of this).

    Maybe I am th person whos taking up their 1 CS rep when you called :eek:
     
  12. Feb 18, 2005
  13. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Hi Deezamn,

    And welcome to the forum. Sorry to hear of your miserable customer service experience at Will Hill. That's really a shame and uncalled for.

    As for receiving mailers, junk mail is just like spam. In some cases, you may think you're getting a disk directly from the casino when it could be from an affiliate. Most affiliate programs offer disks (enscribed with the affiliate's affiliate code), and the affiliate can send them to whomever. Most of the disks I receive just get thrown into the trash.
     
  14. Feb 18, 2005
  15. incognito2

    incognito2 Dormant account

    Location:
    San Diego
    Wii Hill never has answered my E-mails either. I would call them if I could just figure out how. I would appreciate if anyone could tell me what numbers on the phone to push. I am from the USA and use a calling card (I disconected Long distance after a few months of my teenager's $200 LD bills)

    From the website I have:
    Telephone

    North America Free Phone : 011 800 3551 3551

    International Free-Phone : (+) 800 3551 3551
    (Replace the (+) with the International access number from the table below)

    For Countries not in the list : +44 (0) 870 600 0479

    How to make these numbers work with a calling card has escaped me leaving me with no support at all. :confused:
     
  16. Feb 18, 2005
  17. deezamn

    deezamn Dormant account

    Location:
    Morristown, NJ
    As I said on BW, my method was to reply to every piece of email promo spam they send me (about 5 a week), I figured it was just going into the junk mail bin, but finally someone from their marketing department must have felt bad for me, told me my problem had a ticket number, and that she'd forward it over to the proper people.

    A week later I got an email about my problem saying they'd re-open my account if I gave them some security info. After replying to that email 3 times in 3 weeks, finally someone responded and said my account had been reopened.
     
  18. Feb 18, 2005
  19. bagofmaggots

    bagofmaggots Dormant account

    Occupation:
    Dare Devil / Grave Robber
    Location:
    Earth
    I punch a hole in them with a hot soldering iron and hang them from my tree in the front yard at christmas time. Very attractive at night with the lights reflecting off of them. :D
     
  20. Feb 18, 2005
  21. GrandMaster

    GrandMaster Ueber Meister CAG

    Occupation:
    Mathematician by day, online gambler by night.
    Location:
    UK
    I use them as coasters. :)
     
  22. Feb 25, 2005
  23. scrollock

    scrollock Senior Member

    Occupation:
    google
    Location:
    boro, uk
    i'm now starting to get really peeved with them myself, ive been locked out of my casino account since december, although i didnt chase it up at the time (as i had no funds in), but for the past few weeks i have been trying to play there.

    ive tried contacting their customer services by 3 ways

    a) standard email, have done this about 5 times, no replies to any of them

    b) a message via their site,8 times, no replies to any

    c) by phone, have lost count, but when phoning them 1 of 3 things happen,

    1) line just goes dead

    2) get directed to a fax machine

    3) phone gets answered and i'm told i have phoned the wrong department up and need to phone the number again

    i'm not going to follow this up with pitch a bitch, as i have no funds at stake and if i did, i know i would be able to get eventually as i know they are not a rogue organisation as such, as i have worked for them in the past.

    if there are many others who are having the same, is there any chance of rouging them meister?, for poor customer service as they are impossible to contact if you have a problem
     
  24. Feb 25, 2005
  25. irebal

    irebal Dormant account

    Location:
    usa
    I've had mixed results with customer support. I was locked out for a bit, and sent an email and got a reply about it that same day. But I've also had a problem getting a cashout paid...after a week I started emailing, asking if it was a problem. I haven't had a reply to 4 or 5 emails. As much competition as there is, it's hard to believe anyone would run a casino that way. It's bad, because it makes me want to move on, but it's the only Crypto I seem to have any luck at :)
     
  26. Feb 25, 2005
  27. philipfromparis

    philipfromparis Dormant account

    Location:
    Paris, France
    I had also a bad experience with the william hill casino CS. I did register and sent an e-mail to CS so that i know if the sign-up bonus was to be credited wether automatically, wether in minutes or hours. I never had a reply from them. But four days after, i received their CD. I think this costs much more to them not to reply to potential players to a simple question by e-mail than to send them a CD they do not have the use for, as they downloaded the software.

    After this experience, i must admit i'll never play to that place. Moreover, when you think they do not answer to people that want to put money in their place, i wonder how it comes when you want to cash-in. :)


    Philipfromparis
     
  28. Feb 25, 2005
  29. GrandMaster

    GrandMaster Ueber Meister CAG

    Occupation:
    Mathematician by day, online gambler by night.
    Location:
    UK
    Cash-in has never been a problem. Back to my debit card in 2 days, or you can withdraw cold hard cash in an WH betting shop.
     
  30. Feb 25, 2005
  31. TrickyNicky

    TrickyNicky Dormant account

    Location:
    united kingdom
    I deposited $80 this month, and for some reason my account balance was on -80 so I had to deposit another $80 just to have any funds! No replies to emails, forms from the internet and their phone line never gets answered/fax machine picks up.
    Given up on it now - so an easy $80 for them...
    TN
     
  32. Feb 26, 2005
  33. deezamn

    deezamn Dormant account

    Location:
    Morristown, NJ
    Well, I just got a reply from Will Hill in regards to my problem. I sent the email on Feb 2nd...only took 23 days to respond. Here's the email...

    Hi Chris

    Thank you for your email. We apologise for the delay in replying to you on this occasion. A technical fault led to your email not being read by us recently however future emails should receive a faster reply.

    Having checked your account details we can see your query has now been resolved and you have been receiving the monthly bonuses.

    Kind regards

    Michael

    William Hill
    Internet Customer Services Team


    I can't believe they had the nerve to comply that a "technical fault" led to my email not being read soon. Has this techinical fault been going on for the past 4 months?
     
  34. Feb 26, 2005
  35. scrollock

    scrollock Senior Member

    Occupation:
    google
    Location:
    boro, uk
    why dont you try a pitch a bitch, with the meister, then he can see at first hand their non existant customer service at and hopefully will rogue them. although you wont get your money back at least you will save others losing theirs.
     
  36. Feb 26, 2005
  37. Simmo!

    Simmo! Moderator

    Occupation:
    Web Dev.
    Location:
    England
    I got locked out of my Will Hill account over a year ago following a connection failure. To this day its still not resolved - i gave up after raising three error reports and trying to get a response. Even that process took around 2 months! Hopeless.

    Will Hills loss was Littlewoods gain :)

    The casino obviously pales into insignificance alongside their main bookmaking business IMHO so they don't take it seriously.
     
  38. Feb 26, 2005
  39. dickens1298

    dickens1298 Dormant account

    Location:
    LA, California
    You have to take the good with the bad at that place. The good is that generally cashouts go without a hitch, and are sometimes quite fast. This month, for instance, I Instacashed my deposit, played a little past my WR, cashed out with bonus and my blackjack profit in hand back to my Neteller account, and proceeded to cash out the excess from Neteller into my bank account. Amazingly, my winnings actually hit my account BEFORE the instacash withdrawal did. They've always paid, and for whatever reason I tend to win there more often than not.

    That being said, their CS is non-existent. I don't even try to contact them any longer, especially since past experience has shown me that whatever issue I have will be resolved to my satisfaction anyway.

     

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