William Hill Service -Disussion

[Sugar_Free]

Maybe I could have worded it differently Des, but that"s what"s happening. Would "not pay out the late entry money" be better?

I suspect it may be more likely that they paid it all out to the bubble spot, instead of paying multiple small cash prizes. I saw someone point that out on another thread - that he had bubbled the seats and been paid £17 instead of the £11 he was expecting.

Not so Steve, check out the screenshot from MikeSlee"s post on P4 of this thread

See HERE for the post I was referring to.

I know the post you were referring to, it"s probably all a part of the same problem. Did you look at the post I was referring to? It"s quite worrying.

ps I"m no good at the linky things

[ChipHungry]

Will the live updates for the welsh championship be on the forum or facebook page again?

[Des]

Will the live updates for the welsh championship be on the forum or facebook page again?

The forum of course.  They were only on the Facebook page previously as the forum was effectively offline.  A link to the live update thread will be posted in advance of the event.

[Paulie_D]

I assume that you"ll be employing a  professional this time?  

[ChipHungry]

Will the live updates for the welsh championship be on the forum or facebook page again?

The forum of course.  They were only on the Facebook page previously as the forum was effectively offline.  A link to the live update thread will be posted in advance of the event.

Happy days!   looking forward to it.

[APAThetic]

They"ve been doing it with all our satellites it seems. I"m still waiting to be credited for 7th place from the satellite on 1st May. Seems they use the payout structure at the start of the game and pocket the late entry money.

Woah - that"s quite an allegation and one I will be looking into directly with William Hill.

I emailed WH regarding non-payment of £6.60 for my 3rd place in the APAT Welsh Online Satellite 1 and this is the reply:

"This is Isobel from the Support Team.

We confirm that we have received your email with regard to your concern. Firstly, in compliance with our new standard procedures, kindly provide us the following details in order to proceed with your query:

- Full name
- Registered email address
- Registered billing address with Post code
- Username
- Date of birth
- Answer to security question:
- Registered phone/mobile number
- Last 4 digits of registered credit/debit card

Thank you and have a nice day.

Best Regards,

Isobel
William Hill Poker Support"

I had to send them some of the info to get a £5.50 refund for a previous problem (an earlier rebuy tournament where some of us couldn"t add-on), but I think the amount of info they are requesting that I send by email is a bit excessive, what do you guys think? I don"t mind sending some of it, but come on, they"ll want my DNA if I cash in a £10 S"n"G!!

I did reply to WH questioning the amount of info they want, but haven"t received a reply yet.

I"ve (attempted to) attached a screenshot of the lobby for the Sat 1. Although it was taken while there was still two players remaining. The prize info on the left of the lobby shows 4 places paid, yet as you can see on the right it shows £0 for positions 3 and 4. (I"m OnlyRaiseRags btw).

[AAroddersAA]

They"ve been doing it with all our satellites it seems. I"m still waiting to be credited for 7th place from the satellite on 1st May. Seems they use the payout structure at the start of the game and pocket the late entry money.

Woah - that"s quite an allegation and one I will be looking into directly with William Hill.

I emailed WH regarding non-payment of £6.60 for my 3rd place in the APAT Welsh Online Satellite 1 and this is the reply:

"This is Isobel from the Support Team.

We confirm that we have received your email with regard to your concern. Firstly, in compliance with our new standard procedures, kindly provide us the following details in order to proceed with your query:

- Full name
- Registered email address
- Registered billing address with Post code
- Username
- Date of birth
- Answer to security question:
- Registered phone/mobile number
- Last 4 digits of registered credit/debit card

Thank you and have a nice day.

Best Regards,

Isobel
William Hill Poker Support"

I had to send them some of the info to get a £5.50 refund for a previous problem (an earlier rebuy tournament where some of us couldn"t add-on), but I think the amount of info they are requesting that I send by email is a bit excessive, what do you guys think? I don"t mind sending some of it, but come on, they"ll want my DNA if I cash in a £10 S"n"G!!

I did reply to WH questioning the amount of info they want, but haven"t received a reply yet.

I"ve (attempted to) attached a screenshot of the lobby for the Sat 1. Although it was taken while there was still two players remaining. The prize info on the left of the lobby shows 4 places paid, yet as you can see on the right it shows £0 for positions 3 and 4. (I"m OnlyRaiseRags btw).

Would it not be easier to use the live chat?

[AMRN]

I was gonna go ask for a refund of my $5.50 buy in and $5.50 rebuy given that the tourney was so knackered.... however given all the trouble others are having, I really don"t need the stress, and will just write the $11 off (yeah I know, I did that the moment I bought in)

I play most of my play on another iPoker skin, and the customer service from that provider is excellent - they simply cannot do enough to help. William Hill are really not making themselves look very good at the moment, and my account will be emptied as soon as the partnership with APAT ends.

[APAThetic]

Would it not be easier to use the live chat?

I tried the live chat for my initial problem (not being able to add-on) and it was a girl called Isobel who told me:

"..please understand that we do not issue a refund for any game"
and
"..I am sorry, but we really do not make any refund just because you were at a disadvantage position on the game"

These are exact quotes from the chat log, as I took a screenshot.

Unfortunately, Isobel is the support person who replied via email to my latest situation (non-payment of satellite winnings). I really don"t think she"s got a clue.

[AJDUK]

I have also had unsuccessful dealings with Isobel, both via email and online chat. I can also confirm she is a waste of space. I wouldn"t be surprised if "Isobel" is a bot.
I was also asked to supply my whole life story via email (same as you above) and that was only the beginning. There was a slew of other stuff they asked for after that. They don"t tell you that the first list is just "preliminary security checks". Beyond that I told her to forget it and I would be closing my poker account with them as soon as the association with APAT ends. She wan"t bothered and I received no further emails. I told her that I had been a client for a long time but it cut no ice.
Shame because WH was the first online poker account I had back in 2002 and also the first bookmaker I opened a credit account with back in errr 1990. They"ve really done themselves no favours with their terrible customer service.

[AAroddersAA]

Have to be fair and say that William Hill have always been quite helpful in the past in dealing I have had with them.

When I tried to buyin to the Welsh Event though my account had some security thing on it as I opened it years ago via some bankroll site (I think I got given a tenner for doing it that way) and apparently I can only buy into tournaments for 1% of the total money I have on William Hill. They were not able to help with this and it seems I cannot even close the account and open another one. It"s not a big deal as I am sure I will be able to get a seat in other ways (seat exchange or asking Des and Tighty to get me one if they don"t sell out online) but seem very unhelpful to new players who would not always know how to get around this.

We should not really be too critical of William Hill though as without them the first two events of the year would not have happened and I will continue to use them to place the odd sports bet in the future for this reason. Do we have a William Hill Rep on the forum?

[Rhino56]

I"ve just spent another half an hour on the phone to William Hill, trying to resolve the money they owe me. The gentleman I spoke to polite and helpful, though informed me that the poker team thought I had been paid out correctly. I again pointed out (as noticed by Mike Slee) that they had only paid out the money, paid in by the initial entries and not the entry monies for late entries. They told me that they would continue to look into it and inform me accordingly. They did credit my account with £20, by way of compensation for all the trouble I"d been through.

[APAThetic]

Do we have a William Hill Rep on the forum?

If we do, I"ll guarantee it will be Isobel...another bad beat  

[AceOnTheRiver]

FWIW I bubbled the seats in the now infamous rebuy and I"m reasonably sure I got the ££ I was expecting. Is there any way I can check? (for the sake of clarity, I"m not overly bothered)

[MintTrav]

Bit of a faux-pas on the scheduling front, APAT. Do you realise that this tournament clashes with the Eurovision Song Contest or did you forget to check? Could you confirm whether there are televisions viewable from the playing area? I"d hate to cancel but clearly this could have been avoided if it was checked in advance.