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William Hill `customer support`

Discussion in 'Online Casinos' started by stevemarl, Dec 13, 2004.

    Dec 13, 2004
  1. stevemarl

    stevemarl Dormant account

    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
     
  2. Dec 13, 2004
  3. Simmo!

    Simmo! Moderator

    Occupation:
    Web Dev.
    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!
     
  4. Dec 13, 2004
  5. lanidar

    lanidar Dormant account

    Occupation:
    retired
    Location:
    Avenel, New Jersey
    I just logged into my account at Will Hill.
    I play there everyday and have not had any problems at all. :thumbsup:
     
  6. Dec 14, 2004
  7. DrNo888

    DrNo888 Dormant account

    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.
     
  8. Dec 14, 2004
  9. sw2003

    sw2003 Dormant account

    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.
     
  10. Dec 14, 2004
  11. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    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.
     
  12. Dec 14, 2004
  13. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    A year ago,I sent several e-mails to William Hill and they were never even answered. Real lousy service.
     
  14. Dec 14, 2004
  15. nafanny29

    nafanny29 Dormant account

    Occupation:
    financail adviser
    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 = cr@ppy 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
     
  16. Dec 14, 2004
  17. lanidar

    lanidar Dormant account

    Occupation:
    retired
    Location:
    Avenel, New Jersey
    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
     
  18. Dec 14, 2004
  19. stevemarl

    stevemarl Dormant account

    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
     
  20. Dec 14, 2004
  21. lanidar

    lanidar Dormant account

    Occupation:
    retired
    Location:
    Avenel, New Jersey
    What do you want to know about WR's?
     
  22. Dec 15, 2004
  23. stevemarl

    stevemarl Dormant account

    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? ?
     
  24. Dec 15, 2004
  25. lanidar

    lanidar Dormant account

    Occupation:
    retired
    Location:
    Avenel, New Jersey
    You have the actual play logs?
    And, once again ... you have NOT phoned them?
    Something seems very wrong.
     
  26. Dec 15, 2004
  27. stevemarl

    stevemarl Dormant account

    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?
     
  28. Dec 15, 2004
  29. lanidar

    lanidar Dormant account

    Occupation:
    retired
    Location:
    Avenel, New Jersey
    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!!!
     
  30. Dec 15, 2004
  31. stevemarl

    stevemarl Dormant account

    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
     
  32. Dec 15, 2004
  33. lanidar

    lanidar Dormant account

    Occupation:
    retired
    Location:
    Avenel, New Jersey
    That happened to me once also.
    Good to hear it all worked out. :D
     
  34. Dec 15, 2004
  35. sw2003

    sw2003 Dormant account

    Location:
    somewhere :)

    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:
     
  36. Dec 15, 2004
  37. Vesuvio

    Vesuvio Dormant account

    Location:
    UK
    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.
     
    Last edited: Dec 15, 2004
  38. Dec 15, 2004
  39. stevemarl

    stevemarl Dormant account

    Location:
    manchester england

    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
     
    Last edited: Dec 15, 2004

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