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Bonus Complaint William Hill Casino Club - Ts and Cs all over the shop

Discussion in 'Casino Complaints - Bonus Issues' started by interlog, Mar 30, 2015.

    Mar 30, 2015
  1. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Hi,

    New member here, so please be gentle!

    Background
    I signed up for a new account with William Hill Casino Club using a UK cashback site. I deposited £100 and received a £25 bonus. I started to play video poker at £2.50 hands and after some 300 hands, I got lucky and hit a Royal Flush for a £2,000 win. I checked to see how much more I had to wager before I could cash out and was surprised to learn that it was £4,375. Hmm... I can't recall reading anything about a 35xwager requirement.

    So I first off looked at the welcome email that I received on opening the account and before depositing the first set of money. It welcomed me to the club and advised me "Make your first deposit and receive your 25% welcome bonus up to £250!". The bottom of the email reads as follows:

    The 1st link to "*Terms and Conditions apply" links to You must register/login in order to see the link. - nothing about a 35xwager requirement

    The 2nd link to "General T&Cs apply." links to You must register/login in order to see the link. - again nothing about a 35xwager requirement

    The 3rd link to "See FAQ's for more information" links to You must register/login in order to see the link. with the bottom of the screen clearly showing a wagering requirement of 20x. Both the links at the bottom of that page link to pages also clearly stating a wagering requirement of 20x.

    So thinking that William Hill Casino Club made a mistake, I emailed them to let them know that the wagering requirement should be 20x£125 = £2500.

    They responded, basically saying:

    So I went to the cashback website and clicked on the link to William Hill Casino Club that gets you to the following page: You must register/login in order to see the link. with again, at the bottom it clearly stating a 20xwagering requirement. It is only when you click on the Ts and Cs link that it suddenly has a conflict because the wagering requirement has gone up to 35x (this will not show for you readers as it does for me, so I have posted a screen shot):

    [​IMG]

    So here we have it:

    On registering the web front page states 20xwagering requirement, when you drill down there is a conflict and it shows 35xwagering requirement.

    On receiving the welcome email and letting me know I am legible for a bonus there is no reference to the 35xwagering requirement, in fact it only refers to 20xwagering requirement.

    One can say I am to blame because I should have read the Ts and Cs better and/or queried it before committing my money. However, I find it that the Ts and Cs are not clear at all, it makes more reference to a 20xwagering requirement than a 35xwagering requirement.

    I put this to William Hill Casino Club via another email which I am awaiting a reply. I asked them to commit to the 20x£125 wagering requirement.

    I have, as yet, not wagered the £2000 sitting in my account until this has been resolved, being mindful - of course - of the 30 day deadline.

    Your advice is welcome please.

    Thanks
     
  2. Mar 30, 2015
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    They should not be responding in "industry jargon" to a player. The average player does not know much, if anything, about "affiliate sites". All they know is that they saw the site advertised somewhere, and clicked through to it. The terms on the actual site normally trump any guidance shown on any "affiliate sites". This is something that casino reps have gone to great lengths to make clear to players who have the opposite problem of the affiliate site showing a BETTER deal than is actually available.

    No matter what WH say, it's UK law that governs this. Where there is ambiguity in a consumer contract, it is settled by considering the more favourable outcome for the consumer, not the business. On this basis, this conflict of terms would be resolved by considering the 20x to stand, it being more favourable to the consumer.

    There is also the issue of advertising standards, under which this whole thing might be considered "misleading" to the average consumer.

    Lastly, cashback sites state that users who click through should NOT suffer a worse deal than would be offered to direct customers, and depending on which one you used, they may be interested to learn that this merchant has broken the rules over this.

    A few online stores got caught at TopCashbackUK doing this kind of trickery. They had websites that showed higher prices for TopCashbackUK users than those who went direct, and they got caught out by savvy shoppers who noticed something odd about the pricing, and who then went on to demonstrate that it was a deliberate "con" based on the merchant site itself that was seeing the tracking cookie, and responding to it's presence by posting higher prices.
     
    1 person likes this.
  4. Mar 30, 2015
  5. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Thank you for your reply.

    I agree with what you're saying.

    The casino replied rather tersely back as follows:

    Didn't address the issue I raised at all.

    Besides, they're failing their own Ts and Cs because I only played 340 hands at £2.50 per hand and according to their Ts and Cs, video poker is at 20%, not 100%. How come I already wagered £850. Is this going to be another trap later on????

    Looks like I will have to play some slots to the tune of £2000, reinvest the winnings to the tune of £1,525 (hopefully!!) with some money left after. Who knows what is going to happen if I manage that and then attempt to get to the money.

    Anybody else has any advice?
     
  6. Mar 30, 2015
  7. Casino2014man

    Casino2014man Non-Gambler

    Occupation:
    Noneya
    Location:
    United Kingdom
    Make sure if there are any slot rules regarding maximum bet size you adhere to them!!!
     
    3 people like this.
  8. Mar 31, 2015
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    The odd thing is, the standard bonus on the site is 100% up to £150, yet this FAR BETTER bonus is the one with a 20x WR. They are behaving as though this 25% bonus is so much BETTER than the standard one that it warrants a 35x WR.

    You could have gotten £100 bonus for your £100, and with only a 20x WR, a total of £4000.

    This is completely crazy, no wonder you are so confused.
     
  10. Mar 31, 2015
  11. ugaboga

    ugaboga Casino Addict

    Occupation:
    Information Technology, Day Trader
    Location:
    Australia
    Don't you hate it when you get two liners in response to a genuine concern that you have documented thoroughly? That is a rather pathetic reply from an established industry leader. Very disappointing from WH.
     
  12. Mar 31, 2015
  13. Googobucs

    Googobucs Meister Member

    Occupation:
    IT Manager
    Location:
    Florida, USA
    Make sure you don't break any rules by switching to slots or making wagers that are too high..........Go back and read the T & C again to be sure you don't make any mistakes on how you wager.
     
    1 person likes this.
  14. Mar 31, 2015
  15. Finn

    Finn Senior Member MM

    Occupation:
    Engineer
    Location:
    Finland
    If the video poker contributing 100% under this x35 wagering is intentional, and the wagering requirements were higher under those bonus terms to balance that, and it contributes only 20% under x20 wagering, then this x35 bonus could actually be better for you, since video poker usually has very high RTP.
     
    1 person likes this.
  16. Mar 31, 2015
  17. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Possible, but more likely a CS screwup.

    However, it might be worth asking a couple more times after further play on VP to see how consistently CS claim that it counts 100%, and WH will be painted into a corner when it comes to them trying to claim (after support confirmed that WR was completed and VP counted 100% for the umpteenth time) after a withdrawal.
     
  18. Mar 31, 2015
  19. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Once again, many thanks for your replies - very useful information there :thumbsup:

    In their first email where they informed me that the wagering was x35, they also said:

    I checked again to be sure that I am not missing anything or that I have miscounted, but I dealt 340 hands at £2.50 each on video poker = £850.

    From my account that indeed does confirm that:

    [​IMG]

    So much for video poker only counting for 20%.

    Well, I am off now to play some slots. Wish me luck.
     
  20. Mar 31, 2015
  21. SpinUk

    SpinUk Senior Member MM PABnonaccred

    Occupation:
    Marketing
    Location:
    London
    I can't comment on the original wagering mix up but I CAN confirm why the videopoker is contributing 100%.

    If it is anything like jackpot247 (playtech) then the bonus funds and cashfunds are held speperately - 100 and 25 in bonus. The balance appears as a total but you always use your cash first.

    Now, although your funds are tied into the bonus and cannot be withdrawn, oddly (and I had to check this after a big win where I couldnt understand how I had reached wagering so quick playing big bets on A Night Out) as you are using cash first you can play ALL games, AND they contribute 100% to your wagering. However, once you get 100% of your cash spent and dig into bonus funds, THEN the 20% contribution kicks in.
     
  22. Mar 31, 2015
  23. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Played through the wagering requirements with some slots (a good one hour plus session) and "cashed" out on £1250. This is now in the pending withdrawal section with an email confirmation that it may take 4 days or so.

    Lets see what happens before I celebrate.
     
    1 person likes this.

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