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William Hill Vegas Complaint

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Non_Partisan, Oct 20, 2014.

    Oct 20, 2014
  1. Non_Partisan

    Non_Partisan Dormant account

    Occupation:
    Management Consuting
    Location:
    UK
    Hi,

    I've perused CasinoMeister (CM) every now and then, to get an idea of the best and safest places to play, etc.

    Given a recent incident, I decided to join CM and raise this issue. I have seen similar threads on this issue in the past. I am sorry if I am posting this thread in the wrong place.


    On Friday, 17 October 2014, I won a £500 football bet on William Hill's (WH) Sportsbook. Feeling chuffed, I decided to play some WH Vegas games. At around 22:25, I obtained a straight flush hand. See Attachment_iii. Please note the time (22:25), amount wagered (£20 + £20) and balance (£447.32).

    I was really happy. Stopped to get a print-screen. I then clicked play. This would have brought my balance down by £20 to £427.32.

    I ended up winning, as per Attachment_iiii. Again, notice the time (22:26), balance (£877.32) and a return of £760 winnings.

    However..... I only received £450! £877.32 - £427.32 = £450.

    I contacted WH Live Chat. The said that they will escalate it to the Technical Team and get back to me. This did not happen, so a day later, I made contact again.

    This was their response.

    They said that their "investigation" showed that I won £450, from a £50 bet. Of course, this does not tally with the screen-shots. I requested for them to look at the relevant game logs, and we have a specific time, say, from 22:20 to 22:30 on 17 October 2014.

    They just didn't seem bothered. I am sure they did nothing. It's as though they thought..... you won another 450 on top of the football wager, just be happy. This was the "feeling/aura" that I was getting.

    This is very worrying. I now firmly believe that there is something wrong with WH's Vegas games. So much so, I have decided to stick to Sportsbook. Even here, I take a screenshot of every wager I place.

    This is not how it's meant to be. You're supposed to be able to trust the online gaming site of your choice. I really don't understand why they can't even do a simple game review - look at the logs!!! Maybe they think that I am cheating? No worries! Feel free to examine the screenshots.

    The win should have been £760, but it only returned £450. Despite it clearly stating a return of £760 itself! £310 is not the biggest amount in the world and I know that you guys and gals have dealt with way bigger sums. But it's the principle that counts. There are now so many complaints against WH, but they seem to be doing nothing about it.

    I hope the WH representative on CM will see this thread and investigate.


    P.S.Had to reduce size of attachments to fit on here. But can produce original screenshots.
     

    Attached Files:

  2. Oct 20, 2014
  3. dunover

    dunover Unofficial T&C's Editor CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    I think you need to read the terms - I would suggest this has something to do with bonus/betting funds being used on the Vegas part of their site. Maybe the limits are different for table games as opposed to bets?
     
  4. Oct 20, 2014
  5. Non_Partisan

    Non_Partisan Dormant account

    Occupation:
    Management Consuting
    Location:
    UK
    Nope. There is no such thing. Have been with WH for a very long time.

    They claim that I only won £450 - that it was a £50 bet which got me back £450. No explanation given. The least they could do is.... just look at my game logs for that 5-10 minute period. Then, explain how it is £450. I don't understand what is so difficult about that.

    How do I get in touch with the WH rep here on Casino Meister? Please advise.
     
  6. Oct 20, 2014
  7. The Viking

    The Viking Ueber Meister MM

    Occupation:
    chef
    Location:
    Faroe Islands
  8. Oct 20, 2014
  9. JGslots

    JGslots Senior Member PABinit webmeister

    Occupation:
    Website Development
    Location:
    UK
    William hill have the best telephone support for online casinos. Call them and tell them you need to speak to the shift manager.
     
    1 person likes this.
  10. Oct 21, 2014
  11. jasonuk

    jasonuk Experienced Member

    Occupation:
    N/A
    Location:
    UK
    From your screenshots, you don't appear to have bet £50? £20 on the pair bonus, £20 on the ante; when you play, "a stake equal to your ANTE ... on the PLAY bet area" [from WH rules] would be a third £20 - so £60.

    The ante and play returns - at £140.00 - wouldn't be substantial enough to explain the discrepancy. This leaves the pair bonus which pays 30x + stake - £620.00 for a £20.00 bet.

    If you considered the pair bonus stake as £10, that would be £310.00 and give a total of £450.00 returned for a £50 stake - as suggested by WH. The problem is that doesn't tally with the screenshots.

    I would agree with Playwithrob - give them a call :)
     
  12. Oct 22, 2014
  13. Non_Partisan

    Non_Partisan Dormant account

    Occupation:
    Management Consuting
    Location:
    UK
  14. Oct 22, 2014
  15. Non_Partisan

    Non_Partisan Dormant account

    Occupation:
    Management Consuting
    Location:
    UK

    I tried Live Chat. No point really. I called their 0800 support number. They said better to go via Live Chat. Talk about running in circles. Will now try the rep. on here.

    It clearly shows that it returned £760. I would like WH to explain the discrepancy. So many issues. Have given up on WH Vegas.


    Their sports betting is decent though. Decent odds and can cash out in-play. Interesting CL games yesterday. Got the Citeh game yesterday correct. Had a feeling Citeh would falter. Let's hope my football luck continues..... to make up for this Vegas issue :)
     
  16. Oct 22, 2014
  17. Non_Partisan

    Non_Partisan Dormant account

    Occupation:
    Management Consuting
    Location:
    UK

    Ahhhh...... I see what you mean now . It was definitely a £20 + £20 bet. If you look at the first attachment, towards the bottom right corner, it clearly states that total stake = £40. This was before 'PLAY'. Upon clicking 'PLAY', another £20 was wagered, in the 'play' box.

    Messaged the WH rep on here. Let's see. CM's "Pitch a Bitch" service looks good. How much does this cost?
     
  18. Oct 22, 2014
  19. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    Pitch a Bitch is free
     
  20. Oct 22, 2014
  21. matita

    matita Dormant account

    Occupation:
    not
    Location:
    england

    it's in the casino best interest to make sure that they games are reliable. I would request a report with all the bets recorded on your account that night and demand that their tech team looks into it properly. Casino games are not temperamental and there must be a logical explanation (even if there was a malfunction caused by a temporary loss of connection). Should their first line customer support are dismissive and don't want to escalate your complaint, you get much more leverage if you post the same complaint on a website that is affiliated to WH. Post your complaint on a website that is advertising WH and is referring new clients to WH (that's were it hurts, it's the last place where they want people to have doubts about the reliability of their games) and I promise you that somebody will look into properly and swiftly. Let us know how you get on.
     
  22. Oct 22, 2014
  23. stokes

    stokes Experienced Greenhorn

    Occupation:
    Engineer
    Location:
    Springfield
    Have you checked the betting history (upper left corner, options drop down menu)?
    Could you plost a screenshot of the concerning bet in the betting history?
     
  24. Oct 22, 2014
  25. Non_Partisan

    Non_Partisan Dormant account

    Occupation:
    Management Consuting
    Location:
    UK
    Hi Matita,

    That's essentially what I requested. To do a simple check of the game log. We even have the specific time. They just said..... "you won 450, it was a 50 bet.... that is the result of investigation". I saved the Live Chat conversation somewhere, cut and pasted to a Word Doc somewhere. Let me try and find it.


    Hi Stokes,

    Yeah. I forgot that. Totally forgot to do that.

    The problem is, once you close the pop-up window (in this case, 3-card brag /poker), clicking the relevant game to bring up a new pop-up will not give previous game history. I tried it. I use FireFox. Tried with Chrome and IE. Same thing. But surely WH can easily view game logs, especially since we know date and time (last Friday, 22:25 hours). I don't know why they just won't check this. Even e-mailed them, customer services e-mail address. Not heard back.

    Let's see what the WH rep here says. Leave it until Friday. If no reply, will then ask if CM would consider a "pitch-a-bitch".



    In the meantime.....
    Any tips on today's CL games? Real Madrid vs Liverpool? Gooners? I think the RM game will be low scoring. Sturiddge out, so am sure they will pack the midfield and try to frustrate Madrid. Bale is also out, but C.Ronaldo is playing.
     

    Attached Files:

    1 person likes this.
  26. Oct 24, 2014
  27. Non_Partisan

    Non_Partisan Dormant account

    Occupation:
    Management Consuting
    Location:
    UK
    Hi all,

    No reply from the WH rep here on Casino Meister. Is it possible for me to request a Pitch-a-Bitch, please?


    A week later, this is the e-mail I got today from WH CS. They are so incompetent it is not funny.


    Hi,

    We write further regarding your recent contact via email with our Customer Support Team. We apologize if we were not able to immediately respond when you sent your email. Please know that we try to assist our customers at the soonest possible time; however, there may be instances when a lot of customers are sending us emails causing the delay. If your query is not yet resolved, you may always contact us via chat or via our Customer Service contact number.

    Thank you for your understanding.

    Sarah
    Customer Support Team
     
    1 person likes this.
  28. Oct 24, 2014
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I am not sure you can bet £50 in this situation as your ante bet is £20. Your play bet MUST be the same as your Ante bet, so you either folded and bet £40, or you played and bet £60. If the bonus bet had failed to register (even though it shows on the screenshot), your possible bets would be £20 or £40, not £50.

    The only other option that could lead to a £50 bet is that the bonus bet only registered as £10, even though £20 is shown. Your play bet would then be £20+£20+£10, and your payout would be short by the amount a £10 bonus bet would have paid, which seems to be £300 according to that screenshot.

    You are short by £310, which could be the £300 payout and the expected return of the £10 stake that didn't register.

    This explanation appears to match the outcome from the server, but is clearly not what is shown on the screen, and after the game is played out, the screen also shows the payout as though you bet £20x3 as you thought and intended.

    No matter what, there was an error in this game, and it goes a little deeper than a random graphical glitch as the underlying calculation and result display was based on you having bet 3x£20, not 2x£20 and £10

    It's very cheeky for them to say you should let it go because you won £450 off the sports. It's like a player charging back their latest deposit and telling the casino they should just let it go because they honoured the earlier losses and should therefore be happy with that. The casino would NEVER just "let it go", so neither should you.

    They just need a bigger fire under their ass, the current one is not sufficiently uncomfortable.
     
    1 person likes this.
  30. Oct 25, 2014
  31. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
  32. Oct 25, 2014
  33. Non_Partisan

    Non_Partisan Dormant account

    Occupation:
    Management Consuting
    Location:
    UK


    I finally got a response from William Hill.

    LOL! It's my fault apparently. Cookies or whatever error on my end. According to them, the "bonus" bet only registered as £10. ROFL!!! If they check my gaming history, I always bet the same amount.


    Do refer to the very first attachment. It clearly shows a stake of £40 (20+20). This is what was taken and my balance was reduced accordingly. I think it's a joke that they simply blame it on me.
     

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