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  • jumperabv3
    replied
    Wow ... have you tried calling them on the phone and bothering them more than an email about this? That's absolutely unfair.

    Leave a comment:


  • mile
    replied

    Subject: HELP
    Hi Peter,

    Thank you for your e-mail.

    Firstly, we would like to apologise for the inconvenience that this may have caused you. Unfortunately, the investigation in your account is not yet done. These investigations are usually done by another Team for the security and safety of the account and it's transactions, that is why it may take longer than expected. Surely, we would notify you immediately once we receive any updates in your account. In the meantime, we kindly ask for your patience.

    If you have any other concerns you can contact us at any time. You can send us another e-mail at support@willhill.com or via our "Live Chat" link that appears in the "My Account" section when you are logged in, or by using one of the following phone numbers:

    U.K.: 0800 085 6296
    International: 00 800 3551 3551

    Best regards,

    Francis A.

    Customer Services
    William Hill Online

    Well surely you and your team ,can now tell me what is the out come of your
    8 mounth investigation into me haveing dared win from your firm.
    PETER MILES

    On Thu, Mar 20, 2014 at 7:26 PM, support@willhill.com

    Leave a comment:


  • mile
    replied
    Originally posted by jumperabv3

    Any update on this?!

    support@willhill.com
    1:57 PM (4 minutes ago)

    to me
    Thank you for your query.

    Your question has now been received and we will reply as soon as
    possible. Should you wish to update your question, please enter your
    reply between the lines below.

    With regards,

    Customer Services
    William Hill plc


    Discussion Thread
    ---------------------------------------------------------------
    Customer By Email (peter miles) - 21/05/2014 01:57 PM
    Well surely you and your team ,can now tell me what is the out come of your
    8 mounth investigation into me haveing dared win from your firm.
    PETER MILES

    On Thu, Mar 20, 2014 at 7:26 PM, support@willhill.com
    wrote:

    >
    >

    Leave a comment:


  • jumperabv3
    replied
    Any update on this?!

    Leave a comment:


  • Trevrizent
    replied
    Did you submit a complaint to BMR and, if so, have there been any developments?

    I didn't think you would get any help from Graham Sharpe, but I hope your email made him feel a bit uncomfortable. Given the way you've been treated by the firm he works for, it certainly should have done!

    Leave a comment:


  • mile
    replied

    Graham Sharpe
    2:40 PM (23 hours ago)

    to me
    Mr Miles. I do not wish to appear unsympathetic, but my department does not have sufficient resources to handle enquiries of this nature, and I can only suggest you follow the matter up with the Customer Service department at support@williamhill.com
    gs

    From: peter miles [mailto:jmiles321123@gmail.com]
    Sent: 20 March 2014 14:30

    To: Graham Sharpe
    Subject: Re: HELP

    Dear MR SHARPE. Its been a long long time since your company froze my winning account and stopped me from withdrawing.i have been looking on the net and am amazed to find that a lot of dodgy firms seem to do the same as your firm has done to me.
    Could you please let me know how long a big big firm such as william hill need to carry out checks on someone.Its been going on for far to long now,its become ridiculas .What would you do in my position.A little help would be much appreciated.
    PETER MILES

    Leave a comment:


  • mile
    replied
    Thank you for your query.

    Your question has now been received and we will reply as soon as
    possible. Should you wish to update your question, please enter your
    reply between the lines below.

    With regards,

    Customer Services
    William Hill plc


    Discussion Thread
    ---------------------------------------------------------------
    Customer By Email (peter miles) - 20/03/2014 02:59 PM
    Dear MR WILLIAM HILL.. Its been a long long time since your company froze
    my winning account and stopped me from withdrawing.i have been looking on
    the net and am amazed to find that a lot of dodgy firms seem to do the same
    as your firm has done to me.

    Could you please let me know how long a big big firm such as william hill
    need to carry out checks on someone.Its been going on for far to long
    now,its become ridiculas .What would you do in my position.A little help
    would be much appreciated.


    PETER MILES

    Leave a comment:


  • Trevrizent
    replied
    Sounds as if that may well be what's behind their investigation - but why is it taking them six months? As long as you weren't placing bets on events when you already knew the result, then I can't see that they have any reason not to pay you. If you were using the instant 'cash out' facility to take advantage of in play markets before William Hill updated their odds, then, as far as I can see, that is good punting and poor bookmaking and you've done absolutely nothing wrong. I don't know whether this is the case here, but in my experience some bookmakers have very large egos (the bigger the bookmaker, the larger the ego) and the worst crime a player can commit is to dent their ego by outsmarting them. When this happens (and it does with some frequency), there are certain bookmakers who, instead of admitting defeat and paying up with a smile, will seek to avoid payment by whatever means they can. As a bookmaker (now retired) once said to me, you have to accept that, if you are a bookmaker, from time to time someone will get the better of you and if you can't accept that, then you should find another profession.

    Leave a comment:


  • mile
    replied
    Trevrizen.
    Ithink they lost a lot of money when someone at w-h decided to have instant cash out football markets.After about 7 months they brought 8 second delay in.Thats when i stopped playing with them and thats when the problems started.

    Leave a comment:


  • Trevrizent
    replied
    Thanks for the update. First you should definitely go ahead and register a complaint with BMR (you may already have done so), although given William Hill's apparent stonewalling so far, it remains to be seen whether they will respond helpfully to any approach from BMR. Their whole conduct in this matter is very puzzling - I'm assuming you've been given no indication of what precisely they claim to have been investigating for the last six months. Their email talks about 'checks', but what checks and why do they need so long to complete them? If it were simply a matter of verifying your identification before allowing you to make a withdrawal, then that should have taken them all of five minutes using the electoral register, and if they were unable to verify your details via a third-party database, then why have they not contacted you and asked you to supply them with documental proof of your identity, e.g. a photograph of your passport or driving licence? I honestly don't know what to make of this. I really hope that it is not a case of William Hill cynically trying to find a way to avoid paying you your winnings, but the longer this drags on, the more I begin to wonder.

    Leave a comment:


  • mile
    replied
    This email sent yesterday and reply.
    DEAR SIR.
    I HAVE BEEN TRYING TO WITHDRAW MY MONEY FOR APROX 6 MONTHS
    NOW.
    All i ever get is my account is under investigation,well i think you have
    to agree its a long time for any investigation to take.
    I would like to be able to withdraw my money,or at the very least have some
    indication how long this so called investigation will take.
    Every one i speak to says they can not belive that a firm of william hills
    reputation,would act in this manner.MOST MURDER INVESTIGATIONS DO NOT TAKE
    AS LONG.
    PETER MILES

    Subject: William Hill Online
    Hi Peter,

    Thank you for your email.

    Unfortunately, the investigation in your account is not yet done. We understand that inconvenience that this may have caused you. We are doing our best to finish this as soon as possible it is just that there are some instances that the checks may take longer than usual to be completed. We promise to notify you immediately once we receive more updates in your account. In the meantime, we kindly ask for your patience.

    If you have further concerns regarding this matter, please do not hesitate to contact us anytime.

    Kind regards,

    Mel

    Leave a comment:


  • mile
    replied
    Thanks for reply trev,i will wait until end of this mounth and then do as you suggest.

    Leave a comment:


  • Trevrizent
    replied
    I could be entirely wrong (and I hope I am), but I get the feeling from reading everything you've said that this matter isn't going to be satisfactorily resolved any time soon if you simply wait for the bookmaker to make the next move. I think you should follow Quincunx's good advice and post a complaint with BMR. Obviously there are no guarantees, but hopefully BMR Support can contact William Hill on your behalf and work with yourself and them to resolve this issue for you.

    This is certainly one of the more unusual and puzzling cases I've seen on here, not least because it involves a very well established, Green List bookmaker that is regarded by most players (including myself) as thoroughly reputable. That said, there are some disconcerting issues here. First there is the question of why your account has apparently been under internal investigation by William Hill for the last six months and indeed is still seemingly being investigated as I write this. I find it hard to believe that any such investigation is still running after such a lengthy period of time. Assuming that William Hill have not contacted you about their findings, then it seems reasonable to assume that they have not uncovered any wrongdoing on your part. If that is the case, then it raises the question of why you are still being prevented from making a withdrawal and why your account remains suspended - after all, if as a bookmaker you can't put up, then surely you should pay up. Additionally there is the issue of why, when you were blocked from making a withdrawal and told your account was under investigation, your account was not suspended pending the result of this investigation, but instead you were allowed to continue placing bets (albeit very heavily limited in those areas where you had made money) and your account was only suspended when you pointed this issue out to the bookmaker yourself. As I've said above, I do not think it is either fair or ethical for any bookmaker to allow a player to continue to place bets from their account while they are prevented from withdrawing any winnings - indeed that is the sort of behaviour more usually associated with bookmakers on BMR's Red or Orange Lists rather than one on the Green List. In an earlier post Quincunx has alluded to the possibility that William Hill might be looking for a way to avoid paying you. I don't know whether this is the case or not, but I find it a matter of concern that you appear to have been heavily limited on football yet were still allowed to place (large?) bets on other areas where you presumably had no track record of making money - and all this at a time when you were being prevented from withdrawing your winnings and your account was supposedly under investigation.

    There are certainly some questions here which need answers.

    Sorry for going on a bit!

    Leave a comment:


  • mile
    replied
    severely limited, only played on stocks after i could not get a proper bet on football.i have not submitted complaint yet to BMR,Waiting to see what reason they give for not letting me withdraw.

    Leave a comment:


  • quincunx
    replied
    Mile,have you acted in accordance with the sticky post at the top of the forums list,and submitted your complaint direct to BMR ?

    Leave a comment:

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