Bad Experience with William Hill Poker Online

[drweed]

My wife recently made a Royal Flush while playing in a William Hill $1-2 game. At this level, the poker site promises to pay out a bonus of $125 for a Royal Flush, but apparently getting the money is another matter.

After checking the web site to insure that her hand qualified (both hole cards used, etc.) we followed the instructions on the web site and sent an email to the casino manager notifying him of the hand number. We have never received a reply. So a couple of days later we sent it again and this time also sent a copy to support. We received an email from support saying that they would forward it on to the casino manager. A week later, still no reply from the casino manager.

We emailed again after it has been 5 full business days. Still no reply. So we decided to get on live chat with their technicians. We have chatted with them 3 times. All we have received are promises that are not fulfilled. (They say they will email the casino manager and email my wife with the results. Never an email has she received!) She still has not received her $125 bonus, nor even a reply from the casino manager. Their web site promises that these will be paid out within 5 business days. It has already been more than 5 business days and still, not even a response.

We are beginning to wonder if we should trust this site to hold our money. (I also have a poker account with them.) We have never tried to make a withdrawal so I don't know what that will be like, but if it is anything like trying to collect on a $125 bonus, then it will be like trying to pull teeth. I shudder to think what we would have to go through if one of us were to hit the bad beat jackpot!

Has anyone else withdrawn money from William Hill Poker successfully? Was there any problems?

Thanks

[MS Sunshine]

Have you ever gotten an email from them?

If not, then your e-mail's, Hotmail it happens to the most I believe, anti-spam software might be filtering out their responses as spam.

Please no followup questions because I don't know what I'm talking about on this subject and many others.

MS Sunshine

[Thunda]

I don't know where your mailing from .. but William Hills are a massive massive MASSIVE bookmakers in the UK .. probably the biggest .. so I can't see "trust" being an issue .. Bad organisation on there part come Poker - maybe, I don't know ..

If anything - probably just some confusion somewhere on their part ..

[ramjam]

I have cashed out from there successfully in the past.

As previously stated, William Hill is a highly-respected and longstanding bookmaking organisation. However, the poker room is essentially a subcontracted offshoot - it's just a portal to a server that is run by Cryptologic, their casino software supplier.

If you search the forum archives back a couple of weeks you will find another complaint about poor administration - entitled something like "Letter to Chief Executive of William Hill". If you get no response from the poker/casino staff, try writing to him also - individual letters may get written off as cranky but when similar complaints come in from multiple sources they are much more likely to get followed up.

[thwang99]

If you aren't getting any emails, is your spam filter filtering them out? I've had that happen to me many times in various transactions (ebay, online sales, customer questions, etc)...

I had one person cry foul and caused a HUGE ruckus, then one day he emailed me saying "oops sorry, I just checked my spam folder and all your emails are there". Just something to check, let me know if this is the reason! Oh and MS Sunshine said the same thing, I know.

- Tony

[Mike Haven]

i happened to ask to withdraw by cheque on 6th september - i received the cheque on 13th september - i thought that was pretty good, personally

they know nothing about running a poker room but their financial credentials are impeccable

keep firing e-mails at them - i think you have to write to customerservices@williamhill.co.uk rather than support