WilliamHill does not pay back winner's money !

LadBroke

I do need help:

Four weeks ago I placed a few bets on the William Hill website which returned a total of 175 GBP. I withdrew this amount from my online account, in order for it to be credited to my MASTERCARD. Usually this is not a problem but on this occasion it has caused plenty of inconvenience. Since the withdrawal was made on August 26th , I have not seen one penny from “WH”. Two weeks ago they have tried to “trace” the money and provided me with an ARN code (which apparently verifies that they have made the payment and that the money has left their account). I have then spoken to MASTERCARD who said that even though such a code confirms that the transaction has indeed been made they have not received the money and are therefore unable to credit it to my MASTERCARD. They also stated that if “WH” send the money then it is their responsibility to ensure that it arrives so I should get back to them. I have since spoken to “WH” but – no surprise here – have not had a response for two weeks.
Can someone here please tell me what I can do to get the money (which is mine and should have been with me four weeks ago already) ? :mad:

pqrdef

WH should chase this up with Mastercard. They should be concerned that their customer hasn't received his winnings. It's their business, and it depends on systems that work. They may need reminding. Formal complaint in writing to WH.

madtay

From the william hill website...

*Due to MasterCard's regulations we are not permitted to return funds to your MasterCard Credit Card. Therefore, any withdrawal request made after depositing using a MasterCard Credit Card will need to be returned via an alternative payment method.

so your probably need to add an alternative payment method, alougth your post above is conflicting because you seem to suggest they have told you they are tracing the mastercard refund?

_Andy_

Please change the font, font colour and lose the italics, it's a pain to read at the moment

dobsoncrew

Don't use William Hill in the future. I refuse to even go into there shops since an icident I had in one of there shops. There customer service sucks.

LadBroke

madtay wrote: »

From the william hill website...



so your probably need to add an alternative payment method, alougth your post above is conflicting because you seem to suggest they have told you they are tracing the mastercard refund?

That is correct, WilliamHill CustomerServices have even provided the ARN number and at no stage did they mention that they do not refund winnings back to MASTERCARD !

You've been more helpful than both WH and MASTERCARD so far, I shall follow this up and keep you informed.

And yes, I will definitely close my online account as soon as the money's back in my wallet ! !

LadBroke

For a start, this is their response after I had sent them a reminder e-mail, asking why - after four weeks - I still had not received one penny:

"Thank you for taking the time to write to us.

We're sorry that we have not been able to reply to your email within 24 hours. Please be assured that your query is with us and will be dealt with by a member of our Customer Services team as soon as possible.

We would ask that you do not submit further emails with the same question as this may further delay our response to you.

Kind regards,

Customer Services
William Hill plc"

I am not surprised one bit that they have recently announced a rise in profits. But don't worry, Hills, if you milk that cow too long...