William Hill disconnection issues!? Games not resumed...

[gilliebean]

I had several connection issues this evening on Will Hill Casino, but on the last one I was 3 FS into an Age of the Gods (King of Olympus) bonus round. The game didn't resume, and my last 10 odd spins plus the bonus round were missing from my game history... An hour on chat and they finally 'find' the game (that absolutely never got disconnected!!) - and they say I had 3 spins remaining (no, I had 6...) so they'll credit me 60p (3 x 20p spins). They don't seem to be able to grasp the fact that those 3 (6!!) spins were at up to 5x the stake, nor that you can re-trigger the bonus from coin picks after each round....

My main point is though, why did the game not resume in the first place - or at the very least update my balance with what I would have/should have won (pre-determined coin pick or not)!? Why the need to MANUALLY add a 60p credit??

This doesn't sit well with me at all.....

I've asked for an escalation out of pure principle and complete mystification that this kind of scenario can occur nowadays on supposedly reputable sites....

 

[slot_zombie]

I believe technical standards dictate that the game must be able to be resumed at the point of disconnection, and/or the exact amount of the disconnected spins ascertained from the provider's logs. Sounds like you're being fobbed off by 1st line support.

 

[Dinahnana]

I had several connection issues this evening on Will Hill Casino, but on the last one I was 3 FS into an Age of the Gods (King of Olympus) bonus round. The game didn't resume, and my last 10 odd spins plus the bonus round were missing from my game history... An hour on chat and they finally 'find' the game (that absolutely never got disconnected!!) - and they say I had 3 spins remaining (no, I had 6...) so they'll credit me 60p (3 x 20p spins). They don't seem to be able to grasp the fact that those 3 (6!!) spins were at up to 5x the stake, nor that you can re-trigger the bonus from coin picks after each round....

My main point is though, why did the game not resume in the first place - or at the very least update my balance with what I would have/should have won (pre-determined coin pick or not)!? Why the need to MANUALLY add a 60p credit??

This doesn't sit well with me at all.....

I've asked for an escalation out of pure principle and complete mystification that this kind of scenario can occur nowadays on supposedly reputable sites....

There have been other threads where players got disconnected or screen froze during bonus mode and upon re-entering the game it did not resume. I think this is an issue with Playtech. Not surprised though by the C.S. response. Will Hill have one if not THE worst support team out there.

 

[gilliebean]

Hmmm, that's what I suspected. I shall see what they say - but I won't be depositing there again if the answer isn't satisfactory... Actually, I'm not sure they could give me any answers that would reassure me tbh. If I'm mid bonus round - I want to see the end goddammit lol (or at least an updated game log!!)!

Luckily I switched to Sky Casino (whose Playtech games ALWAYS resume!) and woke up to a nice amount this morning, should've stuck to who I know

(The paranoid me wonders whether me making a withdrawal just prior to these disconnections, after unexpectedly managing to wager through the £5 live casino bonus yesterday, and the fact I was still playing with my bonus winnings annoyed them slightly lol!).

Edit - Osulle I didn't see your reply until I posted this. Playtech games have always resumed for me at Sky and at Casino.com (off the top of my head!)? And yes I have to agree with you about their support staff. One practically called me a liar a few weeks ago!!