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William Hill issues

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Lady Soitaire, Dec 3, 2012.

Thread Status:
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    Dec 3, 2012
  1. Lady Soitaire

    Lady Soitaire <a href="http://www.casinomeister.com/meister_awar

    Occupation:
    Marketing
    Location:
    London
    Hi everyone :)

    I have a problem with William Hill. It has happened a few times. But this time, I decided to capture screen shots. Here's the situation.

    I like Solitaire and play on William Hill's Vegas Solitaire game. The game gets 'stuck'. I relaunch the game. The 'stuck' game comes up. But if I try to proceed playing the game, it comes up with an 'error' prompt and the game closes.

    They say they are checking the case, but as in previous cases, nothing is actually done.

    What can I do in this instance? What advice would Casinomeister give?

    P.S. I find it amazing! They have appalling customer service and their live chat is horrible. It's even more amazing, since I am a very good patron of William Hill. I guess they don't really care about their clients. So, I am very happy to show everyone how conniving they can be.
     
  2. Dec 3, 2012
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Maybe become a good patron of somewhere else, William Hill clearly don't value your custom.

    Often, quitting being a good patron gets the attention of operators, and they will sometimes send out a "come back, what did we do wrong" email. This is your chance to tell them.

    There must be other operators with the same or similar solitaire game, and who will take the issue more seriously that William Hill.

    As for the "Casinomeister Process", there is the Pitch a Bitch service for when things can't be solved between player and casino. William Hill seem too big to care about becoming accredited here, but it seems a PAB can be accepted under the "one free shot rule". To the top of the forum, second row of tabs, at the end is "Pitch a Bitch FAQ". This will tell you how the "Casinomeister Process" works, and what you need to do.

    In the mean time, don't play any more at Will Hill until this issue has been resolved to your satisfaction.
     
    1 person likes this.
  4. Dec 4, 2012
  5. Lady Soitaire

    Lady Soitaire <a href="http://www.casinomeister.com/meister_awar

    Occupation:
    Marketing
    Location:
    London
    Hi all,

    I did wonder why I had trouble logging in. I called myself "Soitaire", instead of "Solitaire" :)

    Anyway..... here's the update.

    With William Hill's Vegas 3-card draw, you can take your time and play, keeping track of the cards that have come up. Just like in normal 3-card Solitaire. You get three 'rounds' per game. I was about to win, cards were all in place for the final 'round'.

    What happens? The game crashed. It shouldn't take long to fix this. But days later, nothing is happening.

    I complained to them. What did William Hill live chat say? They threatened to block my account.

    So, I don't think a "PAB" will help. Very disappointing. But like Vinyl says, I will take my custom elsewhere. And..... I will make sure I annoy and bug them until I feel satisfied :)

    P.S. Should I make a dedicated webpage and put up all screen shots there? AM seriously considering this.....
     
  6. Dec 4, 2012
  7. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Waste of time IMHO.
    I think submitting a PAB would be a much more fruitful use of your time and I would urge you to go that route.

    I like to play Solitaire too (don't know why - cos it usually sucks!); I like the 3Dice Vegas Version (3 cards drawn). Grand Virtual is another software I have played, but I didn't like theirs as much, even though they keep all the drawn cards viewable in a little strip across the top of the playing screen.

    Welcome to the forum! :thumbsup:
    KK
     
    1 person likes this.
  8. Dec 4, 2012
  9. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    I would try the PAB service as KK recommends.

    I too enjoy Solitaire, and play at 3Dice. Bet sizes run from 52 cents to $52, although VIPs silver and above may ask to have limits raised. I play at other major accredited software providers (Playtech, MG, RTG, NetEnt) and I'm not aware of any of them offering Solitaire.

    Games count at 100% there for bonus wagering and comp points.
     
  10. Dec 4, 2012
  11. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    1 person likes this.
  12. Dec 4, 2012
  13. incrediblestuff

    incrediblestuff SearchingForTheHolyGrail! CAG webmeister

    Occupation:
    Currently: Self employed, Previously: Manager
    Location:
    Mostly the Netherlands
    Hi lady solitaire: i would definitely switch to 3dice too, you seem to like solitaire and that is offered there, they have very nice graphics but more importantly, their customer service is top notch, they would surely take care of you:)
    Besides that there is a very entertaining chat function ^^
     
  14. Dec 4, 2012
  15. sapit222

    sapit222 Senior Member MM PABaccred

    Occupation:
    Student
    Location:
    Sweden
    Try to talk with the casino rep first. Otherwise do a PAB as some suggest.

    Ive played at William Hill Casino for a few years & its mostly been good.:cool:
    This last year the support has become veeeeery slow though... :eek2:
    Withdrawing from them has always been a bit slow, 3-5 days with Moneybookers, but i can live with that.
     
  16. Dec 4, 2012
  17. Lady Soitaire

    Lady Soitaire <a href="http://www.casinomeister.com/meister_awar

    Occupation:
    Marketing
    Location:
    London

    I don't play on William Hill Casino. It's mostly Vegas and sometimes, when I am not travelling and have free time, Poker tournaments. You might want to check re. Skrill withdrawals. 3-5 days is very long. Usually, when I put in a withdrawal (from the willhill.com site) via Skrill/Moneybookers, it is effected in 6 hours or so.
     
  18. Dec 4, 2012
  19. Lady Soitaire

    Lady Soitaire <a href="http://www.casinomeister.com/meister_awar

    Occupation:
    Marketing
    Location:
    London

    Thanks for this. I will Google and look at this 3Dice.

    In my case above, it was a £52 game. The thing I like about William Hill is... the varied nature of bets, e.g. there is also a 60 pound game, 70, 80, 90 and 104. I've even played a £260 game. The last time it "crashed", I remember it being a £260 game, but I left it, emailed support (numerous times), and it somehow "fixed itself" (and then support saying, "no problem"). On other occasions, I was playing smaller amounts, e.g. £26, £20.8 or less. Leaving it a few days, it "reset" itself, but I clearly remember, with the funds gone.

    It really is odd, as in how the game "crashes" just when I am about to win. What's even more odd? Their "attitude" and appalling customer service. The same old nonsense of "escalated to technical team or management", then game resets a few days later and giving me lies. Especially when I have been with them for a number of years.

    This time, I am not keeping quiet. I intend to voice my disgust. I am so fed up that I've resorted to annoying them (including profanity, unfortunately). There's nothing better than having a webpage or FB page or Youtube clip go viral, especially as I have some rather interesting material, like screen shots and videos showing the game crashing :)
     
  20. Dec 4, 2012
  21. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    I'm confused now! :eek2:

    KK
    PS: If you send a PM to CM (that's CasinoMeister) I'm sure he can correct the spelling of your user name, if you wish.
     
  22. Dec 4, 2012
  23. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Or you can read our review here:
    http://www.casinomeister.com/accredited_casinos/3dice.php


    I would not recommend abusing their support staff with profanity. You won't receive any help that way.
     
  24. Dec 4, 2012
  25. Lady Soitaire

    Lady Soitaire <a href="http://www.casinomeister.com/meister_awar

    Occupation:
    Marketing
    Location:
    London
    Hi KK :)

    Oh, please let me explain. On William Hill, you play Vegas Solitaire from the willhill.com page (Vegas tab). There's no need to download anything. Withdrawals are quick.

    William Hill Casino is a separate software that you download. I assume this is what Sapit222 meant. 3-5 days is unusually long, especially since it only takes 6 hours from willhill.com. I don't know about William Hill Casino, as I don't play on it (a lot of negative reviews). Then again, I don't really play on Casinos, just Vegas.

    P.S I see Casinomeister.com has very nice things to say about 3Dice :)
     
    Last edited: Dec 4, 2012
    1 person likes this.
  26. Dec 5, 2012
  27. Lady Soitaire

    Lady Soitaire <a href="http://www.casinomeister.com/meister_awar

    Occupation:
    Marketing
    Location:
    London

    Absolutely - I agree :)

    Saying that, in my case, from experience of having this very same issue Vegas Solitaire happen in the past and William Hill's "method of solving", I am 100% sure that nothing will be done. This time, I am not accepting their nonsense though.

    You see, it's very easy to suss them out. I am really annoying them :) But they are not closing my account. Why? It's clear that they know me to be a valuable customer. They want me to play. But..... by not solving the issue at hand (they will do their usual "reset game" like previously), do they not see that this time, I have given up on them?

    It's time to have some fun and "return the favour", i.e. annoy them, demoralise their staff, etc. It's only fair. I vividly remember, on a previous issue, one of them even accused of "rigging" their Vegas Solitaire software. LOL! How is this even possible? Wish I saved that live chat. Let's see if they like being on the receiving end of name-calling :)
     
  28. Dec 5, 2012
  29. wigan rl

    wigan rl Experienced Member

    Occupation:
    Selfemployed
    Location:
    Wigan
    I play here quite a bit and never had a problem live chat always helpful

    On the withdrawal if i put a request in i get it the day after at 3pm on the dot don't ask me why but not complaining
     
  30. Dec 5, 2012
  31. Lady Soitaire

    Lady Soitaire <a href="http://www.casinomeister.com/meister_awar

    Occupation:
    Marketing
    Location:
    London
    William Hill withdrawal is good (for me at least). It's everything else that's horrible.

    I suppose you never had a 'major' problem. Live chat is only good for minor things that they can fix.

    Take this Solitaire crash issue. I know for a fact that nothing will be done. Why I say this? I know William Hill well by now. So, live chat says it will be fixed in no longer then 24 hours. It's now days. Then, they will come back, after a week or so (when they have deleted the game), to say that there is no problem. That they can't see any pending or 'stuck' game. In the mean time, live chat will give nonsensical answers. This is their MO. As the saying goes..... once bitten, twice shy (though it's more than twice).

    More details:

    There was even one occasion, where I asked as to why I have yet to receive some Vegas Cashback bonus. This offer was sent via the Willhill.com site, so you can see this message when you log in. But..... it's deleted when the offer date lapses. Support says..... no such offer. The next week, when I received the same offer, I took screenshots. Guess what they said? It's fake and that they did not send any such offers : So, I left it, still received the weekly Vegas offer, clicked to accept. Weeks later, I asked them the question again. Same nonsense from live chat. Then, I asked them..... "If I am lying and it's fake, why am I getting the bonuses for some weeks"? It's noted as "manual bonus". I asked why not the other weeks? The usual nonsense from live chat that I'm bad and they will block my account. But it's still active now :) Even given the seriously annoying session I am giving them. So funny :)

    Oh, back to Solitaire. They even accused me of cheating or rigging or smtg. along those lines. If so, wouldn't I be winning? How can one even cheat on Vegas Solitaire? Lol. I have some "magical powers" to "change the cards"? Hence the video clips now :)

    This is why I say "amazing". When they call me things and insult me, I remained patient, despite me being the client (and a very good one at that!). Now, let's see if they like it when I be the annoying one :)


    P.S. So long-winded. My boss tells me that I need to be more concise :)
     
    Last edited: Dec 5, 2012
  32. Dec 5, 2012
  33. wigan rl

    wigan rl Experienced Member

    Occupation:
    Selfemployed
    Location:
    Wigan
    If you log in from the sportsbook side you get messages at the top with all the offers they send via email so open them there next time and take a shot cant argue with that can they
     
  34. Dec 5, 2012
  35. Lady Soitaire

    Lady Soitaire <a href="http://www.casinomeister.com/meister_awar

    Occupation:
    Marketing
    Location:
    London
    Indeed :) The 'envelope' icon between "deposit" and "logout". This is actually what they argued about.

    Today, I received an offer from... Vegas :) Christmas Calendar something. Let's say it expires tomorrow. This message will be automatically deleted. In the past, they used this and replied... "no such offer".

    Then, I took all sorts of screenshot, e.g. the screen when you click the 'envelope' to show all your messages, then the particular message in question, etc. Lol! Apparently, it was "fake".

    Now, I take video clips (this latest Solitaire issue).

    They (in particular, the live chat staff) make me feel like I have been doing something wrong. But I now know that this is not the case at all.

    OK then, time to resume being annoying with them :)
     
  36. Dec 5, 2012
  37. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    This is bordering on rogue, as in "bait and switch". They, or someone higher up, knows damn well the offers were set up, so you are being lied to, but not just once by a CS rep that made a mistake, but repeatedly by a number of CS reps. This goes beyond the odd mistake, and looks more like a policy of covering up the errors where offers are not credited by the software by saying "no such offer" rather than looking into the issue. Even worse is when they start to accuse the player of faking an offer just to get out of doing their job properly and investigating the issue.

    I don't see why you would expect any better service from the browser games, it's the same people after all. The best way to "annoy them" is to collate and present your evidence so as to show that this problem exists, and that William Hill are trying to brush this aside rather than address it.

    I expect the game reset IS their way of solving the problem. However, since you feel the crash happens when you are about to win, you are not satisfied with a reset, but want the game restored so that you can complete it and win.

    If this is traditional solitaire, but for money, it seems that the crash happens after a long session and most of the cards used. Having made it this far, you are bound to feel that a crash at this point is being set through malice in order to void a game you are almost certain to win.

    They should be able to retrieve the game logs to determine whether there is some reason for the game to crash, and whether you had already won.

    In the mean time, have a look at the alternatives, as even if they fix the game again, it is sure to crash again and annoy you further.

    Rather than abuse individual CS reps with profanity, make your screenshots and videos public so that all can see how the problem manifests, and that despite claims of "no problem" from their end, it clearly IS a problem from the players' end.

    Maybe someone here will have a suggestion as to what is causing it, and how to fix it.
     
  38. Dec 5, 2012
  39. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I have just had a look at this game, and crashes are the least of your worries.

    WTF!!!!:eek2:

    This is truly shocking for an online environment, and is more like the RTP of a fruit machine down the pub.
     
    1 person likes this.
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