Bonus Complaint William Hill Casino Club - how to clear these WR?

[Badgermonk79]

OK, I understand how WR work, first of all!

Anyway, I deposited £35 with WHCC, got a 50% bonus. £787.50 WR. T&C say you play with real money first.

So I start playing and hit some bonus rounds. I never go below £17.50 balance.

I keep playing and suddenly get to £500 balance. Feeling pleased I can clear my WR easily now I check my remaining WR - still £787.50. This is from playing a variety of slots, none are prohibited, no table games.

Play a couple more rounds to check - still £787.50. My winnings are however shown as pending bonus winnings!

So - if I was playing with my money, surely my winnings are also real money? Why has nothing contributed to WR? There is nothing in the T&C about this. If I want to withdraw I will forfeit all bonuses and bonus winnings.

As far as I can see, I have to get down to £17.50 balance, then play that through 45x to cash out? So what was the point in depositing my own money in the first place as I HAVE to lose it in order to get a crappy little bonus?

No other casino seems to work like this! I should be well into my WR by now. BTW, no response from email or online chat.

 

[Badgermonk79]

It says "When receiving a bonus, the player will first play with the money deposited in the casino account, and only then will the player play with the bonus offered by the casino."

In which case my winnings should be real money, and I could just forfeit my bonus and withdraw all but the £17.50 bonus money. I've done that in other places.

 

[KasinoKing]

It says "When receiving a bonus, the player will first play with the money deposited in the casino account, and only then will the player play with the bonus offered by the casino."

In which case my winnings should be real money, and I could just forfeit my bonus and withdraw all but the £17.50 bonus money. I've done that in other places.

It is totally wrong to assume that. The vast majority of casinos say you must do the FULL WR before you can cash-out anything.
Will Hills actually say "If you withdraw before having reached the minimum wagering requirements, your bonus and winnings will be void."
So if you did try to cash-out, you would only get your deposit back.

The bonus you took (50% and Phantom) is totally crap - but that does not explain the problem you have with your wagering.

They do have a rep registered on the forum - but he hasn't visited for 18-months.
I think a Pitch-A-Bitch would be accepted against Will Hills as I can't see them on the Rogue or No-Can-Do lists.

But before you do anything, I think you should wait to see what the casino says about your WR.

Welcome to the best gambling forum on the net!
KK

 

[Badgermonk79]

Even if I did have to do the full WR, that would be fine, except not if I can't fulfil the WR in any way!

I got no chance to decline the bonus, it was automatically added, grr.

 

[Badgermonk79]

Response from CS via email -



As of the moment, you still need to wager a total of £787.50 before you can take out your winnings.

Please be informed that you will need to wager 15 times your deposit and bonus in order to complete your wagering requirement. All kinds of slots games will count 100% towards your wagering requirement so we suggest that you play more on slots.
While all varieties of Roulette, Wild Vikings, Casino Hold’em, Pai Gow, Red Dog and Let It Ride will count 25% towards your wagering requirement.

For more information regarding our bonus terms and conditions, you can always visit our web page provided with this link;

You do not have permission to view link Log in or register now.

.

Should you have other concerns, please do not hesitate to contact us.

Thank you and good day.



So there is no reason why my WR are not going down!

 

[cncas123]

I would ask the question of the CS- how come my play so far hasnt reduced the overall wagering requirements???

 

[chayton]

Agree with the poster above, I'd write them back and say "I realize I have to wager $xxx but can you tell me how much I've wagered now since I've been playing since [whatever time] and the playthrough counter hasn't moved at all." If you're playing the online casino you might want to try logging out and clearing your cache and then logging back in to see if your playthrough is any different.

 

[Badgermonk79]

So now CS say it's because I've played on jackpot slots which do not count towards WR. I have played some jackpot slots but also Great Blue and Penguin Vacation and my WR have not budged! Have fired off another email as I am sure this is not mentioned in their T&C.

 

[Badgermonk79]

Update: I got an email confirming I had played £300+ of my WR. (which would show jackpot slot play does in fact count towards it...)

As my balance was over £500, I span through the other £400-odd, leaving me with a nice little £350 after some 5OAKs. When I went to withdraw...my account still shows the full WR as owing! I have emailed back again asking for confirmation that I can cash out.

This is terrible CS IMO. I've never had this amount of faff before.

 

[redsfan]

I would live chat. The emails are slow

 

[xxshepxx]

I've given up with William Hill.

I claimed the 50% deposit match I got sent via e-mail, it was never credited, took me 2 weeks to get a definitive answer, and they said I hadnt claimed it. Not much more I could do than click the claim button

Support is useless, live chat is slow, takes ages to get an agent, and they are hopeless and know nothing.

I've now escsalated mine to the complaints, but I've closed my account now, as the 2 times I've had problems, it's like talking to a brick wall.