Will Hill query

bigboydan · 09-18-08, 05:03 PM

While I can sympathize the thought should have been to call them immediately instead of relying on any email support even with plenty of time before the race started.

In regards to finding there phone number. The Will Hill phone numbers are available on the SBR website sir.

CS Phone: 800 11 22 33 11
Wager Phone: 0800 587 3923

If you feel you need some assistance with this matter. Please fill out a complaint form and one of us will inquire on your behalf and investigate all the factors involved with your dispute.

tomwakefield · 09-18-08, 05:15 PM

Thanks, have filled out a complaint form and forwarded the email exchange. I did briefly look for a number, but couldn't find one. Didn't think to look here.

tomwakefield · 09-18-08, 06:22 PM

As a minor update, I received a reply to my email

Thank you for your e-mail.

If ever in doubt we suggest that you try the Help section were most relevant information including contact numers are to be found.

With regards,

Christian

Customer Services
William Hill plc

But nothing forthcoming about the main issue.

englishmike · 09-18-08, 06:26 PM

I sympathise to but i've gotta say, I use them and their phone numbers are easily accesible. That's not to say you don't have a valid case but your experience of finding their phone number isn't the same as mine.

Good luck.

tomwakefield · 09-18-08, 06:35 PM

Originally posted by englishmike

I sympathise to but i've gotta say, I use them and their phone numbers are easily accesible. That's not to say you don't have a valid case but your experience of finding their phone number isn't the same as mine.

Good luck.

Yeah. I had another look and it wasn't too tricky to find the number. Maybe it was the pressure or something. However, I wanted to ensure that I had at least made my first contact regarding the issue before the event took place, to have any kind of grounds for my case.

englishmike · 09-18-08, 06:37 PM

You've definetly got a case and I'm assuming they would have voided that bet if you'd called. The fact you didn't has probably clouded things a bit but you may as well push on and see where it goes, you have nothing to lose. Let us know when they resolve it, i'll be interested to see what they do.

APK · 09-18-08, 08:11 PM

Originally posted by englishmike

I sympathise to but i've gotta say, I use them and their phone numbers are easily accesible. That's not to say you don't have a valid case but your experience of finding their phone number isn't the same as mine.

Good luck.

I have to say that I -not living in the UK- never even think about phoning a bookie to place a bet.
Too expensive an all.
They either accept it online or not.

Personally I wouldn't appreciate a surprise like that either.

englishmike · 09-18-08, 09:08 PM

Originally posted by APK

I have to say that I -not living in the UK- never even think about phoning a bookie to place a bet.
Too expensive an all.
They either accept it online or not.

Personally I wouldn't appreciate a surprise like that either.

I don't live in the UK either. If I wanted to void a bet I'd call them.

tomwakefield · 09-19-08, 06:08 PM

Just wondering - what's the usual time it takes to process a complaint and get a result, one way or the other?

HeeeHAWWWW · 09-19-08, 08:08 PM

Originally posted by tomwakefield

Just wondering - what's the usual time it takes to process a complaint and get a result, one way or the other?

Don't expect it to be quick. Will hill took 3 weeks to find my moneybookers deposit and credit it, despite numerous emails. For comparison, pinnacle lost a deposit temporarily. It took them more like 3 minutes after my email.

Don't get me wrong, Will hill are honest. They's just not very customer oriented, to put it mildly. Their history is in a guarantee market at their shops, the same people, coming back, little competition.

DIF · 09-22-08, 01:33 AM

a lot of shady books do it this way.(I give no names)

They give you a lose-lose situation against them. Thats shady business from william hill.

if your horse win= no bet if your horse lose= action.

Thats just business. Shady business. I been in the same situation as you but with other companies. They just try to avoid your emails to the game/or race is finished.

fixxer · 09-22-08, 10:02 AM

Unfortunately, not too many bookmakers accept bet voiding requests via email.

An email could not arrive, spam filtered, could take a hours (days) to arrive if there is some problem with a mail server, and an email is easy to set it's sending date, so if Bookmakers would accept bet voidings via email, it would bring dozens of cheaters to try this trick.

For these reasons, I would have to agree with WillHill in this case - still, I don't like them.
They are one of the biggest (and maybe the most well-known) european bookmakers, still, they are often don't act as a professional bookie.

I also had the "moneybookers deposit dissappeared for 2 weeks (not 3

)" problem, and a few of my friends got their account closed (with their balance) without any notification...one of them filed a complaint months ago at SBR about it, but didn't received any answer (no bonus was involved).

fixxer · 09-22-08, 10:04 AM

Also, it is very easy to reach them via phone, and they always answer it, not as many other bookies (such as Unibet)

tomwakefield · 09-22-08, 04:07 PM

Fixxer - I was unaware that email sent time/date could be changed, which may explain Will Hill's reluctance to void. I'm feeling slightly less optimistic about a satisfactory result than I was at the start (A rating and all that) - live and learn I guess.

However, if nothing else comes out of this, I think Will Hill should take a look at their software and have a system that warns people if the odds on their selection change if they deposit and place wager straight away (some kind of confirmation box which says "the odds on xxx have changed and are now #/#. Do you want to accept this new price?"), as I'm sure I'm not the first person this as happened to, and I'm sure I won't be the last.

Incidentally, do you think its worth me continuing to discuss the matter with Will Hill or to leave it and let SBR take over when they get around to it.

fixxer · 09-23-08, 02:28 AM

WillHill CS never seems to change their first opinion according to my experience, so I would advise you to ask help from SBR.

Maybe with their help - in the sign of the good faith - they will re-open the case.

You are right - nearly all bookmakers warn their users about odds changes, and ask for confirmation again for the changed odds

tomwakefield · 10-07-08, 07:40 AM

Just wondering if there are any updates on this

headgames · 10-09-08, 06:27 PM

I appreciate they might be thinking "why didn't you call?" but when you think of the numbers of people who do not use the phone for many reasons starting with the basics ones of being mute or having a speech impediment etc, then I would feel it unfair it is isn't voided when it was their own system that put you in that position. You didn't try to void post the event after all so you could possibly have been voiding what could have been a winner. If it had won, would they have paid out or simply voided because of your email? We'll never know but hopefully, they'll do the decent thing.

tomwakefield · 10-27-08, 03:11 PM

Hi,

Can someone update me as to the progress on this? I haven't heard anything.

Cheers

bigboydan · 10-27-08, 04:14 PM

Originally posted by tomwakefield

Hi,

Can someone update me as to the progress on this? I haven't heard anything.

Cheers

Since I was not assigned your case I can't inform you of the current status, however let me see what I can find out sir.

Stumpage · 10-27-08, 06:11 PM

I wish you luck Wakefield, but personal experience and the experiences of others leads me to believe that Will Hill won't give even the slightest thought to budging from their original position.....