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Placed a bet, went to trader. Offered a revised be,t accepted this bet. Received confirmation of bet and reference. What happens next? Bet voided on the off without telling me, can it get any worse than this? They seem to think this is ok???
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Emails so far:
We have checked your bet with reference O//0000048/F and can confirm that this bet was cancelled and the funds were refunded back to your account. Unfortunately, it was rejected by our Traders and not placed because we were offering the bet Win only market and not for Each Way market. Thank you for your co-operation in this matter and we apologise for any inconvenience caused during this time. We hope that you will continue to enjoy the use of your account and the service that we offer here at William Hill. Should you have further concerns or questions, please do not hesitate to reply to this email or contact us via our Live Chat facility for a quicker response. We are available 24/7. So i put a bet on that is reviewed by a trader, I accept the revised bet and get a confirmation receipt and when it wins you void the bet? Is this correct? Thank you for your email. We understand your frustration and we are sorry to learn of that; however, we have to abide by the market's rules in order to provide full transparency and fairness to all our customers. Should you have further questions or concerns, please do not hesitate to contact us via e-mail at support@willhill.com or via our Live Chat facility. We are here to assist you 24/7. You never answered. I put a bet on, it was reviewed I accepted the offer it won and was then voided? Is this correct? Thank you for your email and we apologise for any inconvenience this may have caused you. In relation to your bet with reference O//0000048/F, your bet has been cancelled by our Trading team and the funds were refunded to your account. Please be informed that we were offering the WIN part market and not for Each way market. Your bet is correctly settled as voided. We hope for your understanding in this matter. As you are a valued customer, William Hill is committed to providing our players with the betting markets and the best gambling experience available. Feel free to contact us again if you need any help and we are here to assist you in every possible way we can. I originally asked for £75 ew which the trader rejected I accepted the revised offer and the bet was confirmed I got a bet receipt. Please explain how this happened. I assume a bet reference is only given when a bet is accepted and placed, is this not the case? Is it the case I accepted a revised offer and this was cancelled? What time was this bet placed ie time on receipt and what time was it cancelled? Thank you for your email. Upon checking with our trading team, the time and date on the receipt is 2014-05-19 on 17:22:08 and it was cancelled on 2014-05-19 at17:23:59. The bet was cancelled when the race started. Hope this answers your query. Feel free to contact us for any concerns. We are available 24/7. can you confirm I accepted a revised offer from a trader and this revised offer is what was subsequently cancelled. can you also clarify at what stage a bet is accepted in relation to receiving a confirmation receipt with bet reference? Thank you for your email. We apologise for any inconvenience. With regard to your query, please refer to the below in instances like this: 18. ERRORS OR OMISSIONS 18.1.5 where we should not have accepted, or have the right to cancel or re-settle, a bet pursuant to the Betting Rules (for example due to 'Related Contingencies'); 18.2 We reserve the right to: 18.2.2 where it is not reasonably practicable to correct and re-settle under 18.2.1 above, to declare the bet void and return Your stake into Your Account; or Note that the details of the Terms and Conditions are broken up from the main body of text when you access the Terms and Conditions online, however we felt it important to only provide the specific details applicable to this scenario. Should you have further questions or concerns, please do not hesitate to contact us via e-mail at support@williamhill.co.uk or via our Live Chat facility. We are here to assist you 24/7. Can somebody please answer the questions asked? Can you confirm I accepted a revised offer from a trader and this revised offer is what was subsequently cancelled. can you also clarify at what stage a bet is accepted in relation to receiving a confirmation receipt with bet reference? Thank you for your response. In relation to your query, the settling team confirmed that the bet has been cancelled by the Traders. The relevant team did not receive any confirmation from you regarding the offer, so as soon as the race started they have cancelled the bet. Should you have further questions or concerns, please do not hesitate to contact us via e-mail at support@willhill.com or via our Live Chat facility. We are here to assist you 24/7. Can somebody please answer the questions asked? Can you confirm I accepted a revised offer from a trader and this revised offer is what was subsequently cancelled. Can you also clarify at what stage a bet is accepted in relation to receiving a confirmation receipt with bet reference? |
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I then had this on live chat:
Jay B: Let me check this for you, Siobhan. Jay B: Would it be okay for you to hold for a few minutes? Siobhan O'Leary: yes Jay B: Thanks. Jay B: Sorry to keep you waiting and thanks for your patience. I’m still checking your bet and it’ll take a couple more minutes. Are you okay to continue holding for a few more minutes? Siobhan O'Leary: ok Jay B: Thanks. Jay B: Thanks for waiting. I checked your bet and it was voided and the stake was returned by our Settling Team as the bet was placed late. The market was left open as an error even after the race has started. You placed your bet at 17:22:08 yesterday, in which the race was scheduled to run at 17:20. Siobhan O'Leary: off time was 17:24 Jay B: The market should have been suspended before the race started which unfortunately, did not happen as an error occurred; hence, your stake was returned and the bet was voided. Siobhan O'Leary: the race started after my bet was placed Jay B: Unfortunately not. This has been checked by our Settling Team and verified that bet was placed late; hence, it was voided. Siobhan O'Leary: official off time 17:24:25 Siobhan O'Leary: incorrect Jay B: Unfortunately, your bet was struck late and the your bet will stand as voided, Siobhan. Siobhan O'Leary: bet was 17:22.08 over two minutes before the off, the bet was not late. Siobhan O'Leary: the bet wasnt late, this is a new excuse Siobhan O'Leary: what time was my bet placed? Jay B: It was as the race was scheduled at 17:20 and there is no excuse being made for this. Your bet was placed at 17:22:08. Jay B: It will stand and will not be amended. Siobhan O'Leary: what time was the race off? Jay B: 17:20 which is stated at our system and acceptance of bets are based at this time. Siobhan O'Leary: what time was the race off? please answer the question? Siobhan O'Leary: you do not use scheduled times for acceptance of bets you use off times, what time was the race off? Jay B: I'm having this verified now. It will take a few minutes. Siobhan O'Leary: ok Jay B: Thanks. Jay B: Thanks for waiting. I had the race checked further and the official off time that we have is 17:24:25 and which shows that your bet was placed before it. What I will do is to forward this to our Settling Team to verify why the bet was voided and your stake was returned. Once I get the updates from them, I will email you back. Siobhan O'Leary: you said the bet was voided for being late Siobhan O'Leary: was that not true? Jay B: That's right as the race was scheduled 17:20 and since it shows that the off time was 17:24:25, that's what I will clarify with our Settling Team. Siobhan O'Leary: ok |
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I'm getting angry just reading this....unbleieveable.....Don't quit on this.....they are a shower
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unreal as far as i understand it if you have been offered a revised bet which you accepted Received confirmation and reference number then the bet should stand. it sounds to me like they took the bet and then someone from the back room staff cancel the bet thinking it had been place to late and the race was over and now they trying to get out of paying you for there mess up.
try this guy betdisputeadvice@gmail.com i no from an old post i read he help someone get there money hope he can help you. keep going do not give up good luck. |
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fukin scumbags,this is the online version of the old ladbrokes trick of voiding your bet once you leave the shop.
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you only get the chimps on livechat and email, they have no comprehension of the problem and will only write verbatim to what they have had implanted into their pea size brains during their 10 mins training.
yet traders who make the calls wont liase with you one to one, beggars belief, a customer orientated industry give free rein to basically do what they like, when they like. BTW, what was the outcome of the bet ? |
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You need to contact :-
IBAS (Independent Betting Arbitration Service) IBAS is an independent third party, which offers adjudication for customers who have an unresolved betting dispute with their bookmaker. Make sure your Bookmaker is a registered IBAS bookmaker. IBAS commitment To guarantee impartiality and fairness to both parties. To look at each case independently To adjudicate each case on its merits, taking into account bookmaker’s rules To manage a comprehensive, up to date register of bookmakers who, as members, have declared an intent to abide by IBAS rules on betting disputes To maintain a panel of experts (unconnected with the bookmaking industry) possessing the necessary experience and understanding to provide authoritative arbitration To give the appropriate amount of care and attention to all disputes To ensure confidentiality regarding all communications at all times during the arbitration process. How does IBAS work? Disputes are referred to the service via a standard IBAS arbitration form on which full details of the dispute should be provided. IBAS does not under any circumstances rule on disputes in person or over the telephone. Is an IBAS ruling enforceable? All bookmakers operating within IBAS are registered with the service and have declared an intention to abide by an IBAS ruling. Any bookmaker registered who fails to fulfil that commitment will be removed from the register. What is the procedure for Ruling on a Disputed Bet? Only when the Bookmaker and you the customer are satisfied that all avenues to settle the dispute have been exhausted, will then the IBAS service be asked to adjudicate on the matter. Procedure: - Customer calls the IBAS number, 020 7510 6427, available 24 hours a day - requesting an arbitration form. For all other contact details please visit the IBAS website at www.ibas-uk.com Customer completes the form with all relevant information/evidence The Bookmaker completes the form with all relevant information/evidence On receipt of the form the Service Manager will, if he considers it appropriate, refer the dispute to the IBAS panel for adjudication On completion of the panel's adjudication, both parties will be informed, in writing, of the decision. Good Luck! |
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Utterly pathetic behaviour, but that is what the industry has become.
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That is a complete joke! Stick at it and hope you get your money soon.
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Make sure you don't give up and tell them you will be lodging an official complaint with IBAS unless you get satisfaction.
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If you have a receipt and reference they do not have a leg to stand on - unless it is a blatant rick (which obviously it doesn't seem to be).
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online books will always try to entice you to bet with them by offering you something, yet when you try to have a bet there is always some kind of restriction once your money is in their account, if you think IBAS will come down on your side think again [ unless you got evidence signed by god and the queen ] simply avoid online fleecers as most of the online bookies are.hope you do get you cash but wont hold my breathe good luck!!!
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Contact Kate Miller, Hills PR Director, on twitter @racingkate
She is a reasonable woman, and even got my account re-opened. |
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The bet was £75 ew 5:20 redcar monday on Halation at 2/1. They offered me £35 ew so a small amount of money involved so I cant really understand what they are doing. Ibas are useless. I'll just keep trying to get them to answer my simple questions.
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Latest email - unbelievable.
Thank you for your email. In relation to your concern please be advised that there are times bets are captured after suspension of a certain market however this should not be accepted which leads us to make an amendments on this bet reference O/11221833/0000048/F and to settle it as void. We can confirm that the Official off time for this race was 2014-05-19 17:24:25 and you have placed the bet at exactly 2014-05-19 17:22:08 where it should not be taken by the system that is why we have our rule under Errors or Omissions which clearly states that: 18. ERRORS OR OMISSIONS 18.1.5 where we should not have accepted, or have the right to cancel or re-settle, a bet pursuant to the Betting Rules (for example due to 'Related Contingencies'); 18.2 We reserve the right to: 18.2.2 where it is not reasonably practicable to correct and re-settle under 18.2.1 above, to declare the bet void and return Your stake into Your Account; We understand your frustration however the decision for the bet to be settled as void is final. If you have further questions please feel free to contact us via live-chat facility for faster assistance. We are available 24/7. Kind regards, Can you please explain why the bet should not be taken by the system as it was some time prior to the official off time. Can you provide me with a time after which all bets taken on this race have been voided? Thank you |
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Ask them if they have voided EVERY bet placed after 17:20 on the same race. They are talking complete and utter sh1te imo...
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Shocking. Hope you publicise this in every possible way - Twitter, Racing Post (well try) etc. Good luck and keep us informed of progress.
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this is wild here, hills do plenty of stuff like this
my account is limited to small numbers now however i remember them voiding out bets on my account like 8 days after the event was settled...very crude you have to double check everything in your account with hills  mind you i must check to see are my world cup bets still there from about six months ago |
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they should be fined for this ,blatant corruption,its only a matter off time , when some poor guy will have a bet off a life time up and they will cry wolf, the industry needs to be regulated more , if they hand or print you a bet receipt its a formal contract , if they try use clitch in system crap bla bla , they must be held accountable , same as in shop, if they give out a bet receipt , they must honer that said bet end off chapter, !
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It just beggars belief that they think they can behave like that and get away with it. Absolutely despicable behaviour.
I am mates with a Hills manager and he has got a 6 grand sleeper from a regular old boy on the 49's draw from before February and has been told that if he tells the punter about the slip it will be instant dismissal for acting against company interest. |
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they are taking the piss and if they have ever taken a bet after the start time (not the of time) you have got then coz they can not pick and chose which bets stand and which to void if that the rule they wish to use.
i post this earlier but just in case you miss it mail this guys betdisputeadvice@gmail.com and ask for advice/help. please do not give up on this the amount my be low but right is right spread the word about it best you can. |
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their last email to you makes absolutely no sense at all.imo a "trader" who is monitoring your account has taken the hump that you have basically got a bet to nothing on the place given that it was 20/1 bar 3.seeing that the bet was placed after the advertised off time he has cancelled your bet out of pure spite in the belief this will give him a defence in the case of any dispute.
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i've just solved your problem.as there are 24 hours in a day and obviuosly you must be awake for a few of them unless you are in a coma which would mean you wouldnt have this problem
if you are an early riser lets say 6.00am you then have 11 hours 20mins to get your bet on the 5.20 at redcar if however you have a very busy life example getting the kids to school going to work getting the kids from school going to the shops etc and you get back home at 5.15pm and think wtf i nearly forgot to place that bet on that horse my mate told me about and by the time you logged in and placed the bet at 5.22+ i would have a miniscule amount of sympathy for you but i expect in this case that wasnt the case so imo its you thats got the problem playing games with a multi billion pound turnover business my pet hate as you can gather by now is late bettors running up to the counter as the race is off why dont you all foff and grow some balls and bet early you aint never going to beat the system even if you start to you will soon be on £10 sp only or every bet has to be rung in  |
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I cannot work out what dukeofpuke is saying, is he having a go for you putting a late bet on (even though it was 2 mins before they were actually off).
spellingandgrammarchecker Date Joined: 20 Dec 10 Add contact 21 May 14 22:07 It just beggars belief that they think they can behave like that and get away with it. Absolutely despicable behaviour. I am mates with a Hills manager and he has got a 6 grand sleeper from a regular old boy on the 49's draw from before February and has been told that if he tells the punter about the slip it will be instant dismissal for acting against company interest. Regardless of the threat of being sacked surely he has to tell the old boy, if he doesn't he is no better than them imo. Tell him and pay him out, get the sack (which is doubtful) and expose them for what they really are and sue them for what can only be be unfair dismissal. I could get him in touch with someone in the press who would have no problem getting that in the mainstream papers. |
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Try small claims court. You have entered into a contract and they have,on the evidence provided,broken that contract. It will cost you very little, cost them a lot in adverse publicity and time.
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I'm surprised that there are still people who think that IBAS is independant.
Ibas is a nice little earner for the people involved,and every single penny of that income comes from the bookmakers. I prefer timmy1's idea. |
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spellingandgrammarchecker • May 21, 2014 10:07 PM BST
It just beggars belief that they think they can behave like that and get away with it. Absolutely despicable behaviour. I am mates with a Hills manager and he has got a 6 grand sleeper from a regular old boy on the 49's draw from before February and has been told that if he tells the punter about the slip it will be instant dismissal for acting against company interest. Any chance that you could tell the old boy? Knowing that, would seriously play on my conscience! |
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He most likely fought in the war ffs!
I would tell him and fook the job off! That is unbelievable |
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bannahan,
I agree totally!  |
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So much so, that it has left me feeling indescribably sad!
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Fuming here!!!!!!
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A new reason:
Hi Siobhan, Good day! I am writing with regards to your bet O/11221833/0000048/F. This has been reviewed by our settlers and an explanation was sent to us by our traders that the bet has been cancelled during placement after offering to you the referred terms. This is why in your transactions, the £150 stake is not reflecting and deducted from your balance. As per backoffice and server details, they have confirmed that you have not taken the offer so it was cancelled. After further consideration, I regret to inform you that our traders will not be accepting the bet as it was not captured and no transaction took place. Should you have other concerns, please do not hesitate to contact us. We are available 24/7. |
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£75 e/w on a 2-1 shot
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pennypincher, presumably Hills are saying they took your bet in error because it was a bad EW race for them?
Which obviously makes that Jay B guy on their helpdesk look like a complete spiv or someone with an IQ of minus 48 for trying on the "it was a late bet, madam" routine. It looks a pretty open and shut case on the info you have provided, I cannot believe that IBAS wouldn't settle in your favour within 24 hours if Hills are saying they voided retrospectively after the result was known because it was a bad EW race and they shouldn't have accepted the bet. Personally would let it go to IBAS. And if IBAS don't settle in your favour, think we can start a campaign for them to be closed down as well as putting William Hills in the news for welching on straightforward bets. |
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I am writing with regards to your bet O/11221833/0000048/F.
This has been reviewed by our settlers and an explanation was sent to us by our traders that the bet has been cancelled during placement after offering to you the referred terms. This is why in your transactions, the £150 stake is not reflecting and deducted from your balance. As per backoffice and server details, they have confirmed that you have not taken the offer so it was cancelled. Dear Willie Hills. Would recommend sacking your IT director for operating a database / server which creates bet refs for bets that have not have been accepted. |
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I am mates with a Hills manager and he has got a 6 grand sleeper from a regular old boy on the 49's draw from before February and has been told that if he tells the punter about the slip it will be instant dismissal for acting against company interest.
Just when I think the bookmaking industry cannot sink any lower, they go and surprise me. That is utterly disgusting. |
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My bet on Halation, placed after yours, was settled a winner, 15p R4 charged.
Hills trying it on, IMO. Agree with insideinfo, trader monitoring your account has got the hump. If they offered a revised bet and you accepted it, they haven't got a leg to stand on. IBAS are a TOTAL waste of time however. |
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regarding the sleeper bet - very very bad form if the manager does not let the old boy know , many ways to let him know about it outside of work but by not doing anything is pretty sickening stuff ....
despicable behaviour from hills here |
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The manager is no better than Hills if he doesn't let the punter know. Yes he maybe worried about his job but FFS he certainly cannot get the sack for that, without Hills being in some really serious trouble.
Tell the bloke and pay him out. I know someone who is a manager of a Hills shop so I will find out what she has been told regarding sleepers etc. If it is company policy it needs to be exposed. If I was the manager being told not to pay it out I would get it in writing or recorded on phone and go straight to the press with it. Truly vile behaviour. |