William Hill `customer support`

stevemarl

Dormant account
Joined
Dec 12, 2004
Location
manchester england
Hi

does anyone know if William Hill / Cryptologic C.S. have been under DOS attack recently, or anything which might explain my DOR ( Denial Of Reply) situation; 3 e-mails in last 8 days - all ignored?

Steve
 

Simmo!

Paleo Meister (means really, really old)
Joined
May 29, 2004
Location
England
When your emails came in someone probably went "oh my god, we run a casino now too?".

I had a problem with the software locking me out after a PC crash 13 months ago and am still waiting for it to be fixed (I gave up hassling after 2 live chat sessions, 3 emails and 3 bug reports) so don't hold your breath Steve...this problem must be costing them 10's of thousands of pounds if everyone does what i did and just started playing Littlewoods instead :)

Simmo!
 

lanidar

Dormant account
Joined
Sep 5, 2003
Location
Avenel, New Jersey
stevemarl said:
Hi
does anyone know if William Hill / Cryptologic C.S. have been under DOS attack recently, or anything which might explain my DOR ( Denial Of Reply) situation; 3 e-mails in last 8 days - all ignored?
Steve

I just logged into my account at Will Hill.
I play there everyday and have not had any problems at all. :thumbsup:
 

DrNo888

Dormant account
Joined
Nov 18, 2004
Location
CA
I got crashed about 10 times over the weekend trying to clear the bonus. Did end up cashing out $120 from$40 deposit, which made up for my busting the sign up bonus.

Also, I sent emails with questions before and never got any answers. Just a bunch of SPAM.
 

sw2003

Dormant account
Joined
Apr 25, 2004
Location
somewhere :)
They do reply if you use their email available on their own site. The response time varies. I did it twice and got a reply in one in one and the other in four days. For some strange reasons, they ignore emails not originating from their own email form on their website.
 

jetset

RIP Brian
Joined
Feb 22, 2001
Location
Earth
SW2003 is right.

Astonishing as it may seem, this major and otherwise professional betting group cannot seem to get it's Support act together in this regard - they've been pissing off players by not responding to emails for at least a couple years.

You would think that by now a manager would have taken this in hand and sorted it out once and for all.
 

nafanny29

Dormant account
Joined
Jul 8, 2004
Location
London, England
I would guess that most support staff get minimum wage, have too work long unsociable hours, have a thankless task and are overworked which = [email protected] service.

I worked in a big UK bank and before they moved their telephony to Bangalore :D I used to know someone who worked in the call centre. Got paid a pittance and was worked to the bone.

Just my 2c
 

lanidar

Dormant account
Joined
Sep 5, 2003
Location
Avenel, New Jersey
stevemarl said:
Hi

does anyone know if William Hill / Cryptologic C.S. have been under DOS attack recently, or anything which might explain my DOR ( Denial Of Reply) situation; 3 e-mails in last 8 days - all ignored?

Steve

I realize that there are certain parts of the world that can not contact certain casinos by phone.
I live in The States, I use the toll free international number.
Have you tried?
I never had a problem reaching them or with their service. :D
 

stevemarl

Dormant account
Joined
Dec 12, 2004
Location
manchester england
Thanks for all your replies: it does seem then that to have e-mails ignored is more or less par for the course. (At least I can stop getting paranoid)

To be honest, I could phone them but I prefer to submit anything requiring more than a straight yes/no in written form. I`m afraid CS staff often seem to have problems grasping anything more complex (why do I feel like a snotty t**t for saying that?)

I`m wondering if anyone here can help with my original problem (re WRs), or would it be better to post a new thread??

thanks

Steve
 

stevemarl

Dormant account
Joined
Dec 12, 2004
Location
manchester england
Lanidar,

Basically at end Nov I had no outstanding WRs at Hills - all my account was withdrawable. I then deposited 25 & got 25 bonus (giving me a WR of 500) A couple of days later I had a bad day (won about 12 hands out of 60) - lost all the money, balance = zero. Now I find that I still have outstanding WR of 486 !!!! According to log I played 416 on that one session - and I MUST have wagered at least 236 as thats what I LOST !!! Obviously somethings amiss.

I`ve e-mailed their support 3 times in 8 days; no response. Which, for a firm of their size/`prestige` is utterly shameful.

2 points:-

1/ I thought that WRs used to be satisfied if `played to extinction`? I mean, they`ve got all THEIR money back, plus all YOUR money, plus any winnings you ever made.... Surely that`s a an optimal outcome for them?
(What incentive is there to deposit new cash if it immediately becomes locked in by a [surely obsolete] wagering requirement? There are other Casinos...)

2/ How vulnerable one really is when dealing with what are, effectively, virtual companies. A computer error somewhere shows myself as having x00 outstanding WRs about which I can do exactly bugger all it seems.
I`m left feeling that if even Hills can behave like this perhaps the whole business is a little ... sleazy? ?
 

lanidar

Dormant account
Joined
Sep 5, 2003
Location
Avenel, New Jersey
stevemarl said:
Lanidar,
Basically at end Nov I had no outstanding WRs at Hills - all my account was withdrawable. I then deposited 25 & got 25 bonus (giving me a WR of 500) A couple of days later I had a bad day (won about 12 hands out of 60) - lost all the money, balance = zero. Now I find that I still have outstanding WR of 486 !!!! According to log I played 416 on that one session - and I MUST have wagered at least 236 as thats what I LOST !!! Obviously somethings amiss.

You have the actual play logs?
And, once again ... you have NOT phoned them?
Something seems very wrong.
 

stevemarl

Dormant account
Joined
Dec 12, 2004
Location
manchester england
OK - tomorrow I`ll ring them. I just prefer e-mail, and there is still no excuse for their consistent ignoral (?) of my repeated mails. My original question was not ironic, I did think perhaps their CS dept had been overwhelmed with a DOS attack. Naive; it was just apathy after all. Shame.

Steve

ps Is it now normal for WR to continue after account is played to extinction?
 

lanidar

Dormant account
Joined
Sep 5, 2003
Location
Avenel, New Jersey
stevemarl said:
OK - tomorrow I`ll ring them. I just prefer e-mail, and there is still no excuse for their consistent ignoral (?) of my repeated mails. My original question was not ironic, I did think perhaps their CS dept had been overwhelmed with a DOS attack. Naive; it was just apathy after all. Shame.

Steve

ps Is it now normal for WR to continue after account is played to extinction?

I found their CS to be VERY helpful. If they made a mistake they will correct it.
Keep us up on the outcome of your phone call.
Good Luck!!!
 

stevemarl

Dormant account
Joined
Dec 12, 2004
Location
manchester england
I rang CS today and must admit they were faultless.

The problem was apparently because, after losing every penny in account, I then didn`t close the game down correctly (possibly as PC was on its way out the window???) - and was still open 9 days on!! Whilst I`d logged on to site since, I needed to visit particular game, mh BJ, so that it could re-run my last hand (bastard) then update logs

Anyway as I said the CS were really excellent - on the phone. If only they`d taken the 90 seconds it took to sort this and replied to one of my e-mails. Or just said `look we don`t do e-mail support any more ring us.... "

Steve
 

sw2003

Dormant account
Joined
Apr 25, 2004
Location
somewhere :)
stevemarl said:
I rang CS today and must admit they were faultless.

The problem was apparently because, after losing every penny in account, I then didn`t close the game down correctly (possibly as PC was on its way out the window???) - and was still open 9 days on!! Whilst I`d logged on to site since, I needed to visit particular game, mh BJ, so that it could re-run my last hand (bastard) then update logs

Anyway as I said the CS were really excellent - on the phone. If only they`d taken the 90 seconds it took to sort this and replied to one of my e-mails. Or just said `look we don`t do e-mail support any more ring us.... "

Steve


Hey other players have already mentioned that they do reply to email or question sent from their question form available from their website! Which part of that is too difficult for you to understand? You don't know how to use a browser? That can't be since you have no problem posting here!

:confused:
 

Vesuvio

Dormant account
Joined
Apr 22, 2004
Location
UK
stevemarl said:
The problem was apparently because, after losing every penny in account, I then didn`t close the game down correctly (possibly as PC was on its way out the window???) - and was still open 9 days on!! Whilst I`d logged on to site since, I needed to visit particular game, mh BJ, so that it could re-run my last hand (xxxxxxxx :)) then update logs

That's the single most annoying thing at Cryptologic casinos - you have a horrible loss on every hand of a game of multi-hand BJ (dealer 6 which you've doubled and split most of your hands against turns into 21) - you close the game in disgust & try to do something else, but it insists you have to watch again as the casino rakes up all your bets :axeman: It doesn't even help if you play in 'turbo' mode as the cash is still taken slowly...

Any chance of asking Cryptologic to remove this 'feature', Ryan Hartley or any other kind soul who might be reading this?

Simply having the software accept the game's completed at the moment the dealer's hand's known would be enough.
 
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stevemarl

Dormant account
Joined
Dec 12, 2004
Location
manchester england
sw2003 said:
Hey other players have already mentioned that they do reply to email or question sent from their question form available from their website! Which part of that is too difficult for you to understand? You don't know how to use a browser? That can't be since you have no problem posting here!

:confused:


Actually I did send e-mail through their website and they did not reply, 3 times. What part of that don`t you understand ?

Thank you for your query.

Your question has now been received by our Internet Customer Services
team who will reply as soon as possible.

With regards,

William Hill Online


You may also update your question by replying to this message.
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Discussion Thread
---------------------------------------------------------------
Customer ( ste) - 12/12/2004 10:53 AM
 
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sw2003

Dormant account
Joined
Apr 25, 2004
Location
somewhere :)
stevemarl said:
I`ve e-mailed their support 3 times in 8 days; no response. Which, for a firm of their size/`prestige` is utterly shameful.


The part that I don't understand is you only said you emailed them but failed to mention that you have emailed them using the form available on their website.
There is a big difference between emailed them 3 times and emailed them 3 times using their own email form. ;)
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
William Hill

I too have had some problems with the software. Fortunately, as they are based here in UK I can phone them for free. Eventually I found the cause of the problems myself. They have TWO websites, one is www.willhill.co.uk and the other is www.willhill.com Accounts at one do not register as existing at the other. The link in the casino cashier links to the wrong one, so rejected all my attempts to log in and manage my account, CS could not sort it, but I noticed it in my browser field and changed the link and refreshed the page and suddenly my account was recognised again.
As for WRs, the turnover is refreshed and displayed when you buy session chips on next logging in. It appears that a deposit is no longer required for the monthly match if you already have funds in the account to buy chips. It will be credited on the first session of the month, I had this this month and was surprised as I had made no deposit. T & C have been changed 'first deposit' now reads 'first chip purchase'.
The problem with an unresolved game is common to most, if not all software. I'm sure players would be up in arms if it was a Royal Flush that got forgotten and not a WR when a crash occurrred!
With Will Hill, log in and check turn requirement is zero BEFORE depositing afresh just to be on the safe side!
Most casinos do not provide a way for players to monitor(easily) the status of a WR!! I use Excel or Works spreadsheets for this on my PC.
 

stevemarl

Dormant account
Joined
Dec 12, 2004
Location
manchester england
vinylweatherman said:
It appears that a deposit is no longer required for the monthly match if you already have funds in the account to buy chips. It will be credited on the first session of the month, I had this this month and was surprised as I had made no deposit. T & C have been changed 'first deposit' now reads 'first chip purchase'.


Thanks for pointing that out, I hadn`t noticed that. I wonder how long it will last though? Bet365 used to offer a similar system, but I think they now require an actual cash deposit .... shame!

Steve
 

Simmo!

Paleo Meister (means really, really old)
Joined
May 29, 2004
Location
England
stevemarl said:
A final note: tonight (18th) I received a reply to my e-mail, sent to CS on the 12th.

Of course it`s now sorted out anyway.......... :rolleyes:

Lol. If it makes you any happier Steve, i sent a support question to my ISP Host Europe, in August and got a response this week saying I needed to provide more information on the problem in order for them to find a resolution.

It wasn't even a problem - merely a suggestion to improve the service :cool: Think i've got another suggestion for them now!
 
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