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01 Jun 13 17:32
Date Joined: 09 Oct 03
| Topic/replies: 25 | Blogger: holloway's blog
I placed a bet on ruler of the world today over the phone, £150 at 9/1 the operator went via traders like they normally do with me, and confirmed it was on with me and even wished me good luck, I phoned up an hour after the race to confirm my returns as I usually do, to be told no bet has been struck today but there was a phone call off me at 9.05 this morning and it says on there system it was a general horse enquiry, phoned customer services and been told they should get back to me within 72 hours to let me know the outcome, I don't remember the operator asking for my cv2 number off my card, anyone got any clues where I stand here, because to me the bet was on and I can only put it down to operator error, how do hills normally treat their customers.
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Report elisjohn June 1, 2013 6:37 PM BST
I cant see how its on if you don't think you've given your cv2 number, unless you already had funds in the acct. but they definetly can listen to the call again. have ypu checked your bank to see if 150 was taken out,
Report holloway June 1, 2013 6:42 PM BST
I never check straight away if the funds have come out, I just assumed the bet was on and thought nothing of it until I clarified my returns as usual, surely it's operator error if they've said the bets on but not taken the funds.
Report steview84 June 1, 2013 6:44 PM BST
the call will be recorded, call back and don't let them hang up on you until they admit the calls are recorded and you have a manager listen to it.  if william hill told you the bet was struck they are liable to pay out.
Report holloway June 1, 2013 6:47 PM BST
They've already admitted I made the call at 9.05, but said it takes 72 hours approx to go through the process, I asked to speak to someone more senior but was refused.
Report elisjohn June 1, 2013 6:49 PM BST
I did have a call listened to again with lads I think it was, wasn't so much money as yours involved, but they did check the call and admitted their error and paid out, good luck nothing worse than thinking you've won , and nowt in the acct
Report steview84 June 1, 2013 6:50 PM BST

Jun 1, 2013 -- 12:47PM, holloway wrote:

They've already admitted I made the call at 9.05, but said it takes 72 hours approx to go through the process, I asked to speak to someone more senior but was refused.

call back and tell them your not going until you've spoken to somebody senior.  they can pull the call up in seconds, they've admitted they know the exact time.

Report elisjohn June 1, 2013 6:50 PM BST
insist on speaking to manager etc, and my dispute was sorted more or less immediatly
Report BigRod June 1, 2013 6:51 PM BST
Used to work in the dept. Bet will be fine and you will be paid out. Just let em get back to you playa...
Report holloway June 1, 2013 6:51 PM BST
Cheers ellsjohn, just hope they listen to the phone call and do the right thing.
Report elisjohn June 1, 2013 6:52 PM BST
let us know
Report holloway June 1, 2013 6:58 PM BST
Yes no problem I'll let you know the outcome when it's sorted.
Report elisjohn June 3, 2013 12:05 PM BST
any update
Report unitedbiscuits June 3, 2013 1:03 PM BST
Insist they play you the recording of the phone call. Good luck.
Report BARROWBOY June 3, 2013 1:07 PM BST
Best of luck with that,holloway,wh customer services are dire.recently had an underpayment from a price id taken when they paid me sp.i fired 3 emails on consecutive days,never got a reply not even a confirmation of receipt to say theyd look into it.took another 2 phone calls before a/c was grudgingly amended.
Report jerseyboy June 3, 2013 1:11 PM BST
had a problem months ago with a completely useless telephone operator,would not entertain my query, so after having an a/c with them for app 30 years decided no more, not bet with them since or ever again.  their loss.
Report katverrat June 3, 2013 1:37 PM BST
would never bet with any of them unless I have the conv. recorded at my end - unscrupulous companies play by unscrupulous means - a simple phone recording kit would cost approx £25 - not much in relation to the ops returns - then if the case had to go to IBAS, Id want my recording, as I wouldnt trust theirs. Hope you get paid out
Report Graham55 June 3, 2013 1:42 PM BST
Twitter is the way forward here - let me know if you need help
Report Nige down south June 3, 2013 1:59 PM BST
WH - well there is a surprise - not!!!

Had a run in with them last year over an underpayment of a bet. I was told on 3 different occasions by customer services that they were right and I was wrong. Even after I quoted the T&C's on the website they still would not budge.

Eventually after saying I was going to small claims they finally admitted they were in the wrong and the bet was re settled correctly - a hell of a lot of hassle that would of been avoided if their customer service staff were properly trained and the person settling the bets understood their own rules on bet settling.

Don't let it lie would be my advice in this matter.
Report private bob June 3, 2013 2:10 PM BST
w1lliam hill's = a bucket of chite,fact.
Report holloway June 3, 2013 5:49 PM BST
I've phoned them about 5 times since Saturday but still haven't been informed by anyone if they are going to pay me out or not, just keep getting customer services in Gibraltar, the last time I phoned was at 4.30 today and was told my call had been listened to and they will be in touch within 76 hours, that's actually all they've said to me every time since Saturday, even though I've insisted this is for quite a lot of money and I could do with it dealing with straight away, I have been betting over the phone for around 14 years now and this is the first time anything like this has ever happened to me, I'm very disappointed the way this has been dealt with by hills making me wait so long as it only takes a few minutes to listen to a phone call and I am 100% sure my bet was laid by them but now fear they are not going to pay out.
Report elisjohn June 3, 2013 11:26 PM BST
is this true, already been 48 hours  and they say they've listened and will report in another 76 hours , 5 days to confirm a phone call, absolutely pathetic
Report holloway June 4, 2013 6:58 AM BST
Sorry my bad wording they said 76 hours approx from when I originally reported it, so I should have an answer by 5pm today, but I'm not even confident they'll bother to contact me.
Report San Quentin June 4, 2013 7:47 AM BST
have you checked your bank dtais yet?If Said horse had got beat would you have phoned up and told them they had not taken the money for a losing bet?
Report San Quentin June 4, 2013 7:47 AM BST
Report hardestgame June 4, 2013 6:21 PM BST
any up date
Report Senyatta June 4, 2013 6:33 PM BST
in all fairness if they told him the bet was placed they have to pay him long as they dont "lose" the recording.have heard a lot of stories with them recently.accounts being hacked and funds lost in their casino.have not bet with them since myself
Report BARROWBOY June 4, 2013 6:42 PM BST
WH just seem to have no one willing or able to take a decision,my last problem took a week to sortout,had a similar problem with the irish bookie they rang me back within half hour sorted immediately.
Report doodlebug June 4, 2013 6:56 PM BST
Holloway, I wrote a betting column read by 15000 punters. I'd be interested in highlighting your case and bringing it to the attention of a wider audience. Let me know how you get on... We publish on Thursdays....
Report holloway June 4, 2013 7:04 PM BST
Hills admitted it was their mistake and have paid me, so fair play to them but I had to phone them up twice again today and they didn't get back to me until 3.30 today to confirm it, so it's taken a full 3 days to listen to the call and get back to me, which in my opinion isn't good customer service and has caused me a lot of stress.
Report elisjohn June 4, 2013 7:05 PM BST
great result Holloway, I was certain you wouldn't get paid
Report mange June 4, 2013 7:05 PM BST
Just a pint for me..............
Report the dealer June 4, 2013 7:08 PM BST
did they not say it would take 72hours in the first place. does seem rather a long time though and not particulary good customer service but maybe there is a reason behind it.

good result in the end
Report Nige down south June 4, 2013 7:10 PM BST
Same result as for me - only issue was you had to hassle and hassle them - Convinced half the time they are hoping the punter will give up which is appalling!
Report holloway June 4, 2013 7:12 PM BST
Yes I didn't think they were going to pay me to be honest, but in the end it almost feels I've won twice lol, maybe it was the power of the betfair forum that did the trick in the end, I very rarely post on here neither.
Report posy June 4, 2013 7:16 PM BST
Holloway...just for the record did your stake of £150 go through your bank account ?
Report the dealer June 4, 2013 7:17 PM BST

Jun 4, 2013 -- 1:16PM, posy wrote:

Holloway...just for the record did your stake of £150 go through your bank account ?

and maybe thats why they need a 72 hour turnover

Report mange June 4, 2013 7:18 PM BST
W.D. M8   G.L.
Report holloway June 4, 2013 7:19 PM BST
No the £150 didn't go through my account as the operator didn't take payment off me, but they insisted on taking the £150 off me today before they paid me the full £1500 back.
Report insideinfo June 4, 2013 7:27 PM BST
i wudnt say fair play to hills by any means holloway,you have only been given what you were due all along after a lengthly delay..and it seems they had a last throw of the dice for an excuse not to pay you by insisting on taking the £150 stake out!! like what was the point in this i wonder???? ill tell you what,if for any reason you happened not to have £150 in your bank account today the clowns probably would have told you your bet would have been declined anyway so didnt stand!
Report the dealer June 4, 2013 7:33 PM BST
insideinfo.... i'm sure all the claims they get are legit
Report aberdonia June 4, 2013 7:36 PM BST
The bookmaker should get a pat on the back for paying out.

I never bet on the phone, but if they always ask for the 3 digit number on your bank card and did not on this occasion, then if i placed the bet, i would have asked if they needed confirmation of my bank card number.

dont they need to put the 150 quid through their accounts as a simple accounting exercise, (ie) debit and credit transactions?.
Report mange June 4, 2013 7:36 PM BST
they must keep books of some thats fair.......& yer man was paid.........Ive had all this A/P backing horses that were withdrawn earlier
Report insideinfo June 4, 2013 7:38 PM BST
it took an unreasonable amount of time to be resolved imo the dealer..a goodwill gesture of some description by hills would also have been appropriate in this case.
Report mange June 4, 2013 7:40 PM BST
I think the geezers allready had a diary..........
Report aberdonia June 4, 2013 7:40 PM BST
a goodwill gesture when no bet was confirmed?.

when i deposit money into betfair/bookies online i check my bank account immediately to see that my available balance has decreased by the amount i have deposited.

I can confirm i have lost £600 today on betfair. CryLaugh
Report the dealer June 4, 2013 7:41 PM BST
inside... they said they would take 72 hours as far as i can see thats what it took. i do think that is an unreasonable time but maybe they have procedural reasons as to why. maybe they need a debit from him to put through their system. i dont think they deserve a pat on the back but they paid
Report the dealer June 4, 2013 7:43 PM BST
aberdonia good to see we scots have a level of expectation and a bit of sanity Laugh
Report aberdonia June 4, 2013 7:47 PM BST
i nearly broke even today after a very bad start, lobbed a wedge on that odds on stoute animal at ripon without realising that they wanted it to come 2nd to get a decent handicap mark.

schoolboy error on my part.
Report insideinfo June 4, 2013 8:07 PM BST
if i phoned up for a bet and wasnt asked for a cv2 no i would have presumed that i had the required funds in the account already.i operate a number of bookmaker accounts and i wouldnt know exactly whats in them all at any given time.
Report San Quentin June 4, 2013 9:01 PM BST
still didnt answer what you would have done had it got beat.
Report The Knight June 5, 2013 11:47 AM BST
They took the £150 first for audit purposes. Auditor would pick up an outgoing payment with nothing to match other side.

Thought they would pay but perhaps a word of advice to OP..

I operate 23 betting accounts over internet and phone and also wouldn't be sure of amount in each at any given time, except when I come to use one then I check balance first so I know where I stand just in case, like this example, an error occurs.

To end, also note that Billy H have always been fair with me. Had a credit account for close to 30 years and 3 disputes in all that time. Each occasion they rectified in my favour very quickly. OK, been account restrictions on and off but I think they are alright.

And, before anyone says it, I have a record of every bet I have ever placed since I started at age 12 - so that is 40 years. I am in front with Billy's...not massive but never shut down all the same.
Report The Knight June 5, 2013 11:53 AM BST
Forgive me, OP - should have added, well done with Ruler of The World. I bet when he started his run you were shouting because to me (I backed it as well) when he let it down it was always going to win.
Report katverrat June 5, 2013 12:59 PM BST
I have had an account with Bill for over 14 years and to be honest (despite my intense dislike of Topping), I have found them one of the better tele betting firms. However, as said earlier - if you tele bet regularly, then make a small investment in a tele recording machine never know when your word will be questioned and how valuable your recording then is!
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