William Hill - What customer service!

[jpm]

Doesn't matter if its 10 pounds or 10,000 pounds, how can you afford to deposit ANYTHING if you just supposedly lost your life savings and are crying to Will Hill to return it??

This looks very bad for your case against them.

 

[glodge]

jpm,

I agree.

Why would you deposit into an account just to prove a point. The ability to simply login would prove that the account was still active.

However going back and making a deposit after you have a made a song and dance about your illness being the cause of you losing 45,000 pound in three weeks, IMHO red lights you & places doubts to your claims on your original story.

Is it me or does something simply not add up here?

 

[jetset]

It certainly doesn't look good, and perhaps bandana would like to comment?

BTW Robert Sadler at William Hill never did respond to our request for comment on this story - that is also disturbing.

 

[jetset]

Uh, I meant to add to that - we shouldn't lose sight of the fact that despite being "barred" as a problem gambler Bandana was able to get in there again - that is definitely worrying and something that WH needs to take on board.

 

[glodge]

jetset,

Yes I agree on both issues regarding WH that you' ve raised :yes:

 

[bandana]

The reason I did it was simple, just to prove a point and make them look stupid.How can they account for that.I had already established that I could access the intsant play casino, but I had never played in there before.I wanted to know if it would let me download the software again(since the re-design) and then if it would let me deposit. When the download was complete, sure enough I could access the interface,but what I did not understand was it had given me a screen nickname that I had never had before and I did not know wether or not it wold stop me at the point of deposit.They could of argued that it was not my account from the screen shot I took.By depositing and playing they could and can't argue as I got the game log and the transaction will show of the same card as before.I don't understand what some of you guys are not understanding about that.Your right JPM, I can't afford 10 pounds even ,but I saw it more as an investment in securing some or all of my money back.I again have made them look like idiots with all of the responsible stuff printed on their new web site.

 

[glodge]

bandana,

Correct me if I'm wrong in my thoughts here, but did you actually download the software ( WH ) and register a new account?

If this is the case then the only one with egg on their face is you.

If however you did not download and install their sofware & you accessed the Casino ( WH ) via the old sofware on your PC that you lost the 45,000 pound. WH maybe the one with egg on their face as I'd like to know why your account was not locked.

Can we please have these issues clarified bandana?

 

[linda7]

I think its time for Robert Sadler to crawl out from that rock he is hiding under and post how he knows "beyond any doubt" that Bandana is not ill.
He made his decision without reviewing any of the medical documentation, which leads me to believe that WH is scared to see exactly what Bandana's medical condition is and how it affects her thinking capabilities. I don't many things, but I
do know this...nothing is ever just black and white, there are many grays that people refuse to look at. Come on WH post your reasons, by not responding you are looking guiltier than ever.

 

[bandana]

Glodge,whilst I downloaded the software again, I did not create a new account,I used my old username and password.I wrote to customer services last night to point out what I had been able to do and asked for a comment.Robert Sadler e mailed me today with a response.Below I have included the mail I sent to CS the reply from Sadler and my reply back to him.Also Faxed another letter to the CEO at Head Office this morning and still no reply.Thats 3 times now!
**************************************************

Hi,

I have an ongoing dispute with you and you locked my account.Thought you
might be interested to konw that I used my old account details to access
your casino today,deposited 10 pounds and played BJ, for which I have saved
the game logs.Perhaps your CEO - Mr David Harding will now stop ignoring my
letters to him.Robert Sadler clearly states in one of his e mails to me that
my account is locked - well it clearly is not and I can prove it with the
game log I have just saved.

Regards

Dominique Shipstone
************************************************

Dear Dominique,

Thank you for your e-mail.

As you should be aware, the account you used yesterday was NOT your Casino
account.

Your Casino account was CP0xxxx, the account you used yesterday was
xxxxxR; one of three accounts you opened previously at our Sportsbook.

As from 12th August Sportsbook customers have been able to use our Euro
Casino and Sterling Instant Casino using funds held in their Sportsbook
account. As from 30th September Sportsbook customers are able to play at the
Sterling, Dollar and Euro Casinos using funds held in their Sportsbook
accounts. You were using the new system.

As you have now made me aware of your three accounts at our Sportsbook I
have now closed them.

With regards,

Robert Sadler
Internet Customer Services Manager
William Hill E-Commerce
*************************************************

Thank you for your e mail.

Why would I be aware that it was not my casino account? Who would of made me
aware? I used the same username and password to access the casino. The
account number never had to be typed into the casino to gain entry.It was
the account number for e cash as well as WH. I assumed that the number was
different as you no longer seem to be using Ecash for your financial
transactions. The worrying thing is surely I should be prevented from
spending any moneys with you given the situation.If I had alot of money and
had played the casino last night, you would of allowed me to spend
thousands.
The fact that I have three Sportsbook accounts is news to me.I thought it
was impossible to have three accounts with the same card details!
You people do not seem to be very good at knowing what is going on,do
you?You always have to be told about a problem before closing someone's
account!

Regards

Dominique Shipstone

(Message edited by casinomeister on October 01, 2003)

 

[Casinomeister]

Hi Dominique,

I've edited the account numbers out of your last posting. You're setting yourself up for trouble doing so since passwords can be guessed,

(Message edited by casinomeister on October 01, 2003)

 

[jpm]

I agree with you glodge, it doesn't add up. I felt this way from the start that this is just someone who spent beyond their means and now has gambler's remorse and is trying to play the mental illness card to get their money back. I don't buy it for one second and I'm sorry if that offends any of the previous posters, and I don't blame Will Hill for not commenting as I wouldn't either if I were in their shoes. I think they figured this person out and that's why they took the stance that they did.

Bandana, you could have made your point (which really doesn't prove anything since you used a different account number from the one that was closed) by simply logging in and depositing and then IMMEDIATELY WITHDRAWING a small sum. Instead you chose to go back and play again. And I'll say again that if you'd won a few hands instead of lost, I don't think we'd be hearing any complaints.

 

[jpm]

And I should also add, why didn't you request those other THREE accounts closed as well when you discovered your 'problem'?

 

[bandana]

JPM, without wishing to sound rude,why don't you try reading the last few postings from me again.I did not know I had 3 sports accounts,I told sadler that was news to me.I also did not use a different account number,you do not have to type it in,just your username and password.Try walking a mile in someone elses shoes before being so judgemental!The way your being right now,you should apply for a job with WH you would fit in well!

 

[glodge]

Considering that I have walked more than a few miles in these preverbial shoes, I'm also starting to question the validity of this entire incident. Things pertaining to your claimed illness don't add up for one thing.

As jpm said you went back & played again. Lets reinterate your original post to this forum.

Bascially you claimed that WH accepted 45,000 pounds in casino wagers from you over a 3 week period. Though at the time you were suffering a mental illness.

On top of this you also state that WH changed their daily limits, which at the time you gambled, you had been allowed to deposit far beyond their stated limits.

Also remembering that you claimed that this loss of 45,000 pounds is likely to have you homeless in a matter of weeks.

With all that said, by you, you now turn around and admit to dropping a further 10 pound into WH.

2+2 don't = 4 & I'm siding with jpm here & saying that it sounds like a gambler's remorse & the mental illness is just an excuse.

 

[spearmaster]

I believe we should at least give Bandana the benefit of the doubt, though I too must admit the further deposit is unusual and probably irresponsible.

Bandana, I await news of your contact with Gamcare.

 

[bandana]

Glodge,everything you have just stated is correct.I do not have enough money to pay my rent this month and I don't know what will happen with that.What is wrong with what I did.Yes I wanted to be allowed to get in there and play(not for the thrill or whatever of playing) but to make them look stupid and for them to admit to letting me down on that and to show that they make mistakes,then maybe someone would contact me,which would be nice.Do bear in mind that I have written to the CEO 3 times now with no response.All bear in mind that I have incomplete game logs,and that the logs that are still showing do not make alot of sense.Sirrius will back me up on that as he has seen them.If I am this person that you are thinking,why do WH not post to prove it?Why does the CEO not tell me to go away,at least it would be some form of communication.Why would I post what I did and not keep it quite?By the way I illness is on going,it has not dissapeared and I respect that you are entitled to your opinion,but I could do without negative comments about something that you don't know about fully.I was never given the opportunity to prove to WH that I am not well,being not well has not helped,but it actually is not the main issue.WH allowed me to break their contract to my detriment and their gain.

 

[bandana]

Spearmaster,I have not heard from Gamcare as yet.I emailed the contact you gave me the day you gave it to me.Maybe it was irresponsible what I did,but I am trying anything I can right now,I have never been in this situation before and am trying anything and everything I can to do something about it,like I said to the CEO in my letter today,I am not going to give up,I can't its about my whole life.

 

[spearmaster]

Having faced financial difficulties before (especially after disastrous trips to Vegas LOL) I can sympathize with how you feel.

However, making further deposits - even small ones - will not do you any good, and in fact as you have seen could actually be to your detriment.

What you do need to do is get a response from Gamcare or better yet, get the phone number off the site and call them tomorrow. It makes zero sense that they would not be responding quickly to your enquiry but for all we know my contact is on the road and unable to get access to his computer.

You also need to delete all the casinos off your computer, and now. And if you feel that there is going to be a problem again, cancel the credit card or ask the bank to block the debit card or limit it to 20 pounds a day (which I assume is enough to get by on).

These are all fairly standard, prudent steps given the circumstances.

 

[bandana]

Yes,thank you spearmaster,I hear what you say.I have already deleted the casino's off my computer.
I just want someone to responde to me,I am finding this all very difficult to put it mildly.I will try and phone them tomorrow.What do you think they will be able to do though?WH since the re-design have put a link to gamcare on their site and aload of stuff about responsible gaming.I thought maybe they had been in touch with WH and that had prevoked the change in their site.I am trying the bank now for chargebacks.I still am waiting for a reply from them.

 

[spearmaster]

I'm not a fan of the chargeback route - if anything that detracts from your claim. But I suspect that in the UK you will have a much more difficult time doing the chargeback in the first place.

I am not that familiar with what Gamcare does in these situations, but I believe that they will be better prepared to assist than any of us could possibly be, and they will have plenty of methods in which to apply pressure should they agree with your claim.

As for WH changing the site - could be coincidence, or could be related to your issue - but it is something they should have done in the first place anyhow.

Hang in there - as they say, one day at a time. You would not believe what I have had to do to make it home sometimes... LOL...

 

[jpm]

Bandana, glodge has walked in those shoes already. Read his previous postings, he is more qualified than most to comment since he has been there.

And I'll reiterate, you could have proved the point by simply depositing and withdrawing. YOU DID NOT NEED TO PLAY. Spear is right, you probably just screwed yourself by doing that. It does nothing but detract from your credibility, espcially considering that you have 3 other accounts with them that you claim to know nothing about. Have you told them to close those accounts yet???

According to Will Hill, you needed to enter one of those other account numbers in order to login after you downloaded the software again, and not just enter your username and password. I know this is a FACT because I've had to restore my account from their casino before and you cannot do it without entering an account number.

They are not responding to you for the simple reason they stated in their previous emails to you which you posted here. They consider the case closed and are not going to reopen it. And regardless of what the limits on the website said, they were always posted in the cashier window accurately. There is no rule that says they have to set limits, or even abide by them if they do. It is up to you do decide your own limits, and if you decide to exceed them then that really is your problem and not the casinos.

Don't play beyond your means, and if you can't control yourself, which you really have shown you can't, then get into a compulsive gambling help group. Delete ALL gambling software & links from your computer, DON'T go back and download and reactivate accounts to 'prove a point', and close every account and tell them you are a compulsive gambler. Don't try to blame it on some other illness.

If you were really on the verge of homelessness and poverty, you wouldn't even THINK of dropping another 10 pounds to 'prove a point' since that money would represent the difference between eating and not eating for a day.

 

[sirius]

I emailed Gamcare a couple of times and have had no response. I think I emailed the correct person (his name's Michael Smeaton).

I was asking for his comments on the whole situation and whether he'd worked with William Hill before.

William Hill, in one of their initial responses, recommended that the player contact Gamcare which is why I think Gamcare have had dealing with WH in the past.

 

[sirius]

I'm a bit confused now. I thought they had new software but it's still crypto but slightly different to my version 4 software. I just downloaded it.

Also, my username and password didn't work but works normally in the other software. I've never tried restoring an old account, though.

 

[bandana]

JPM, Iam not a rude person by nature,but engage your brain or reading glasses.I knew I had ONE sportsbook acc.Robert Sadler has closed all accounts now,which if you had read what I had posted then you would know that.Why would I ask for my single(as far as I was concerned) sports acc to be closed when as far as I was concerned it was nothing to do with my casino account!Glodge may have had mental health issues in the past,but he has not as far as I am aware been in this situation,where a company has allowed someone to breach their contract to the tune of over 45,000 pounds and then had to go about sorting it out,still in an unwell state.I should have only been allowed to spend 4,000 pounds in the time I played with them according to their terms and conditions.

 

[bandana]

Sirius,I think it is crypto software,it all seems the same but e cash seem to have disapeared,which is strange,because whilst I don't know too much about these things,it was my understanding that all crypto casinos use ecash as they are one of the same company.I opted to merge my existing account,that is how I got in.