Платеж не обработан + служба поддержки клиентов недоступна

I have been waiting for over 3 weeks for 2x 500€, which supposedly take 3-5 working days to be paid out.

We are talking about WilliamHill Online Casino.

A payout can sometimes be delayed, but that's not a problem. But I've been waiting since July 30th, so 15 working days.

That's why I'm trying to reach customer service.

For 2 weeks. I'm in the LiveChat queue for at least 30 minutes every day and I'm apparently always next in line (I haven't gotten through yet after 15 attempts).

I keep sending emails with my concerns and apart from an automated email telling me that it will be 'taken care of immediately', I get absolutely NO response, let alone any information.

And the phone number cannot be reached either.

What should I do? WilliamHill owes me €1000 and I feel like there is nothing I can do. Otherwise, I will get a lawyer if it comes to that.

Please help.

Many thanks and kind regards.

Ich warte seit über 3 Wochen auf 2x 500€, welche per Auszahlung angeblich 3-5 Werktage dauern.

Wir reden hier von WilliamHill Online Casino.

Eine Auszahlung kann sich mal verzögern, das ist ja kein Problem. Aber ich warte nun seit 30.Juli, also 15 Werktagen darauf.

Darum versuche ich auch den Kundendienst zu erreichen.

Seit 2 Wochen. Im LiveChat bin ich täglich mind. 30min. in der Warteschlange und bin angeblich immer der nächste in der Warteschlange (bis heute nach 15 Versuchen noch nicht durchgekommen).

Ich schicke immer wieder ein E-Mail mit meinem Anliegen hin und bekomme ausser einer automatischen Mail, in der mir gesagt wird es wird sich ‚umgehend darum gekümmert‘ , absolut KEINE Antwort geschweige denn Auskunft.

Und auch bei der Telefonnummer gibt es kein Erreichen.

Was soll ich tun? WilliamHill schuldet mir 1000€ und ich kann gefühlt nichts machen. Werde mir ansonsten einen Anwalt zulegen, wenn es darauf hinausgeht.

Bitte um Hilfe.

Vielen Dank und Liebe Grüße.

Hi!

Just to keep up with you, are we talking about William Hill Casino or William Hill Casino Club, please?

In any case, I think it would be best to lodge a complaint; there will be time for details afterwards, and I don't want to stress you even more right now.

Start by using this green link 👈 please. Go through the initial series of questions and then write down everything related to the matter. Soon after, the complaint will be checked and addressed.

Can you do that, please?

It's 'WilliamHill Casino'. OK, great, I'll do that!

Will this campaign cost me anything?

Es handelt sich um ‚WilliamHill Casino‘. Ok super, werde ich machen!

Fallen durch die Aktion Kosten für mich an?

Oh, I forgot to mention - the complaints are always free! You don't need to worry about that. I'm glad you submitted one already.

Let's just hope the casino support team will pull togather and address your delayed payment soon.

Would you mind keeping us up-to-date, please?

Of course I will let you know if this stupid casino finally makes the payout!

May I ask what the complaint can achieve? Or rather, what you can do to get the casino to take notice?

Or what consequences are there for the casino? It is absolutely outrageous not to contact you for a month and not to pay out a large sum of money, even though a deposit is never a problem.

Natürlich werde ich mich melden, falls dieses dumme Casino endlich die Auszahlung durchführt!

Darf ich fragen was die Beschwerde bewirken kann? Bzw. was ihr von eurer gemacht werden kann, damit das Casino darauf aufmerksam wird?

Oder welche Konsequenzen gibt es für das Casino? Es ist doch eine absolute Frechheit, sich 1 Monat lang nicht zu melden und eine hohe Geld Summe nicht auszuzahlen, obwohl eine Einzahlung zu keinem Zeitpunkt ein problem ist.

Thank you for that. We will surely wait to learn all the news.

To answer your question, by submitting the complaint, you can have a better chance of getting your winnings when our complaint team gets in touch with the casino representative and investigates the matter. Of course, there must be some willingness from the casino site to communicate with our team in order to get everything solved, and hopefully we can get the best resolution to your case.

Whenever the casino is not able to solve the issue or does not communicate, they will get black points for it, which will negatively influence the casino's rating.

To read everything about our resolution center, please follow this link, where you'll find all the information.

We'll wait for all the updates regarding your case.

Ok. Thank you very much for the kind information!

So I will be informed if something happens?

Well, the casino has to pay the money, that's quite clear in my eyes. The only question is how much time I should give them before I personally take legal action.

It is simply an unbelievable impudence that a company can even allow itself to do something like this.

Best regards

Moritz

Ok. Vielen Dank für die nette Auskunft!

Also werde ich informiert, wenn sich etwas tut?

Naja das Geld muss das Casino zahlen, das ist in meinen Augen ganz klar. Die Frage ist nur wue lange ich ihnen Zeit geben bevor ich persönlich mit meinen rechtlichen Mitteln voran gehe.

Es ist einfach eine unglaubliche Frechheit, dass sich eine Firma soetwas überhaupt erlauben darf.

Liebe Grüße

Moritz

Well, so far I see that we are waiting for Kristina to reply to you, so at this time yes, you will be informed when you get another answer. When the questions are addressed from our side, then your case will go to a resolver who will contact the casino. So we will see if we succeed.

I would also wait and see how the complaint develops and if it cannot be helped and the casino is uncooperative, then I would proceed to the next step you describe, legal action. If it's worth it to you.