Help! WilliamHill is not paying me and not replying!

[shararaises]

Anyone who can assist would be greatly appreciated. I deposited $400 on William Hill’s online poker room after going to the Barcelona world heads up championship last spring with my boyfriend and hearing from several European players how weak the action is on the site. I have played at paradise, stars, and party for over a year each and decided to try their site out right before the new year. To say the level of play was easy would be an understatement. I ran my balance up to around $15,000 in a matter of 4-5 days playing mostly 2-5 <pounds) pot limit Omaha and some 50-100 (pounds euros and dollars) holdem.

I did a cashout for $2500 which was sent to my neteller after 3-4 days waiting. This is where things get bizarre. I go to log into my neteller account and am told Will Hill has disputed the cashout which has subsequently frozen my neteller account. I immediately tell Neteller to send it back and I will take it up with William Hill which they do and reopen my account. I called William Hill and was told that the problem with my account was and I quote “You played too much and won too much and we need to review the hands.” They could not have possibly been more shady and vague about the situation. They needed to have their in house expert review the hands which I encouraged knowing I won legitimately and said the process could take 30 days. However, this has been well over a month now and my repeated phone calls have come up with nothing, I have asked to have the security person call me to discuss as well as asking for him email to contact me directly, however he is never in and does not have “an external email address”. My emails to customer support go unanswered and at this point I have no idea what to do. I have been very upfront with them and done everything they asked and each time I call I get the same run around with little or no help. Not only this they wouldn’t even refund me the initial $400 that I deposited when my current account balance is over $15,000!!

Anyone with any way I can reach the right people to get this matter resolved and my account unblocked would be greatly appreciated.

[Cubswin]

I dont think WH is out to screw you... and i think it is quite reasonable to investigate someone turning $400 into $15000 in a matter of 4-5 days. That being said, if it has indeed taken more then 30 days it might be wise to pitch a bitch at casinomeister.com. If you are on the up and up you will get your money... just keep an open dialouge with the WH rep and it will work out.

cubs

[Jim T]

You ran 400 into 15,000+ in 4-5 days? I don't blame them for being suspicious.

[shararaises]

Thanks for the posts guys- sure it was a nice few days but playing pot limit for pounds <almost 2-1 for the dollar> and it adds up fast. I have tried to open a dialouge and have repeatedly tried to speak with the right representatives but i have gotten nowhere.

[kiddycorn]

Someone should really help this girl get her money! If these internet gaming sites start refusing payment to american players, what recourse do we have?

[Rudbaeck]

[ QUOTE ]
I dont think WH is out to screw you... and i think it is quite reasonable to investigate someone turning $400 into $15000 in a matter of 4-5 days.

[/ QUOTE ]

A good run at PL/NL can easily achieve this. We can assume that $400 isn't her entire bankroll, so it's not such wild gambooling as one might think.

I've only managed to multiply a deposit by 20 in a week, but I don't see multiplying it by 40 as especially impossible. A hot streak in NL and action friendly opponents...

A few days of all your big pairs all holding up, your draws arriving and getting action when they do so, your bluffs working and your efforts to snap off bluffs all turn up bluffs and your Q high hand wins... It's not impossible.

[Bulbarainey]

"You win - we pay - guaranteed." - lies from willhill's site


I personally am no longer going to play at WillHill after reading this. 30 days is far more than enough time for them to have resolved this issue and i understand your frustration. I have played both there and on Interpoker, and havent had problems before, but just search "cryptologic scam liar cheater drugs" etc... and a bunch shady things come up about the people who run crypto, but I'm not sure if they directly run WillHill...

as for your legal recourse, I'm not sure whether WillHill is based out of the UK, but they do have offices there and you could gain jurisdiction over them in order to file suit if need be. However, in the UK attorney's fees cant be on a contingency basis, and you will have to pay as you go. Also, check the liscense agreement and see if it says anything about "arbitration" or specifies a jurisdiction in which disputes arising out of the transactions are to be litigated. If none was specified in the EULA, it might be possible to gain jurisdiction over them in the U.S. in some way... and should you not hear from them soon, I'd call a lawyer.

[Baulucky]

Never rule out suicide as a valid course of action.

[Radio]

This is 100% shocking and it scares me thinking about it, I mean i really can see how its possible to build up that amount playing £50-£100 games in that time. I mean if its $15000 thats only 75 Big bets at £50-£100 so that is more than possible, Gezz what a bunch of crookes.

[krazyace5]

Check out casinomeisters.com they will help.

[ajk131]

Will Hill's customer service is HORRIBLE. They don't respond. It took me a month and 10 e-mails before I finally got a responce to a simple request to one of my e-mails. That said, I never heard of an instance where they actually screwed someone over. They seem to be reputable, but very slow and don't seem to like to reply to e-mails. So maybe they are still investigating. I don't know.

[Derek in NYC]

This is why you should only play at Party (and skins), Pokerstars, Paradise, or Ultimate Bet.

[shararaises]

thanks for all of the messages guys, i have contacted casinomeister.com for assistance i hope he will be able to accomplish what i have not. I think it's now clear that willhill was not prepared to be an online poker room and needs to invest in their customer service to ensure that these service levels are fixed.

[pokerrookie]

[ QUOTE ]
Will Hill's customer service is HORRIBLE. They don't respond. It took me a month and 10 e-mails before I finally got a responce to a simple request to one of my e-mails. That said, I never heard of an instance where they actually screwed someone over. They seem to be reputable, but very slow and don't seem to like to reply to e-mails. So maybe they are still investigating. I don't know.

[/ QUOTE ]

I understand that WH has poor customer service, but a telephone call has always gotten my questions answered. Why do you guys even bother with email when there is a toll free number? It is amazing how much more productive a call can be...though I understand the OP tried this.

[Rudbaeck]

[ QUOTE ]
as for your legal recourse, I'm not sure whether WillHill is based out of the UK, but they do have offices there and you could gain jurisdiction over them in order to file suit if need be.

[/ QUOTE ]

WH is based in the UK. Just talking about a lawsuit should get them on track.

[johnnymac]

I suggest you contact their head office and talk to them expressing your disgust at your treatment, as they will be able to get things going for you better than casinomeister or anything similar. William Hill is a massive brand in the UK, with more than 1600 high street betting shops, but their internet side, especially customer service, seems to be somewhat lacking. Go to www.williamhillplc.co.uk (http://www.williamhillplc.co.uk) and click on contact for a head office address and telephone number.

Joe

[shararaises]

Thanks for the info Joe i will call them on Monday AM as well and see where i can get.