Update to my recent issue with Will Hill Live French Roulette....
Well, I eventually got a resolution to my earlier posting regarding not receiving my winnings.
After 10 days or so with no contact (apart from apologetic emails every 2 days saying sorry for the delay our Tech team is still looking into this) I got an email saying that they could find nothing untoward with my issue.
I promptly replied asking if they had confirmed their logs for a server error at the time of my last bet? They replied later that day neither confirming or denying this and would stand firm on their decision but as a 'gesture of goodwill' would refund me £28 (which was almost what my winnings would have been).
As this saga had dragged on long enough by now I gratefully accepted this (if honest I didn't expect to get anything back!) but when I logged back into my account the funds were only being offered as a 'bonus' to play with! This was clearly not the same as a gesture of goodwill refund of £28! So I promptly called Cmr Services who agreed that the was misleading (they had a copy of the email I had been sent as well).
They agreed to recredit my account with the £28 so I could either choose to withdraw or continue playing in the casino with this amount.
I just wonder if I would have received this amount back if had I not threatened to close my account down and refer the matter to the Gambling Commission? Anyway, after a bit of persistence I got my money back which I didn't think would happen as at the time of the error I hadn't taken a screenshot on my PC so couldn't actually prove what I was saying was in fact true. I shall remember next time!
As previously stated, I've never had any issues with Will Hill previously after many plays on their online and live casinos. This restored my faith in them a little and historically I have made some good gains from this company so didn't really want to close my account down.
Two things to learn from my recent experience; 1) Be persistent and don't be afraid to threaten with account closure or referring them to the relevant Gambling authority in your particular country and 2) take a screenshot of any error messages or server error notifications if they happen as this is irrefutable evidence in your favour and can't be ignored by a reputable company.
Well, I eventually got a resolution to my earlier posting regarding not receiving my winnings.
After 10 days or so with no contact (apart from apologetic emails every 2 days saying sorry for the delay our Tech team is still looking into this) I got an email saying that they could find nothing untoward with my issue.
I promptly replied asking if they had confirmed their logs for a server error at the time of my last bet? They replied later that day neither confirming or denying this and would stand firm on their decision but as a 'gesture of goodwill' would refund me £28 (which was almost what my winnings would have been).
As this saga had dragged on long enough by now I gratefully accepted this (if honest I didn't expect to get anything back!) but when I logged back into my account the funds were only being offered as a 'bonus' to play with! This was clearly not the same as a gesture of goodwill refund of £28! So I promptly called Cmr Services who agreed that the was misleading (they had a copy of the email I had been sent as well).
They agreed to recredit my account with the £28 so I could either choose to withdraw or continue playing in the casino with this amount.
I just wonder if I would have received this amount back if had I not threatened to close my account down and refer the matter to the Gambling Commission? Anyway, after a bit of persistence I got my money back which I didn't think would happen as at the time of the error I hadn't taken a screenshot on my PC so couldn't actually prove what I was saying was in fact true. I shall remember next time!
As previously stated, I've never had any issues with Will Hill previously after many plays on their online and live casinos. This restored my faith in them a little and historically I have made some good gains from this company so didn't really want to close my account down.
Two things to learn from my recent experience; 1) Be persistent and don't be afraid to threaten with account closure or referring them to the relevant Gambling authority in your particular country and 2) take a screenshot of any error messages or server error notifications if they happen as this is irrefutable evidence in your favour and can't be ignored by a reputable company.