I guess everyone is right
In May, I was playing a slot with £5 stakes and triggered a bonus round. The bonus never loaded or paid out, so I raised the issue with William Hill at the time.Weeks went by with no resolution. I raised it again in June, and I was told the issue needed to be re-escalated. Fine — I provided everything they asked for, including the relevant dates and transaction details.Then, two weeks later, I was told I hadn’t provided the transaction ID.Seriously?I have screenshots showing that the transaction ID was provided — not once, but twice. So either the information being supplied isn’t being properly checked, or nobody is actually taking responsibility for resolving the complaint.I eventually took it to the Second Opinion Team, expecting someone to finally look at the evidence properly. Four days ago, I received their response — and unbelievably, I was told the exact same thing: no transaction ID had been provided.At this point, it’s beyond frustrating. I’ve repeatedly provided the information requested and have evidence to prove it, yet I’m still being told that I haven’t provided it.Then came the £20 offer to close the complaint.I declined.This isn’t about accepting £20 and making the problem disappear. It’s about the principle and the absolutely appalling way this complaint has been handled. I raised it in May, chased it again in June, supplied the requested information, provided screenshots, escalated it further — and I’m still being given the same response.The live chat experience hasn’t helped either. Some of the responses are so robotic and generic that it genuinely feels like you’re communicating with AI rather than someone actually reading and understanding what you’re saying.I’ve now accepted that I’m probably never going to receive the bonus or any potential winnings that could have resulted from it. What I haven’t accepted is being repeatedly told I didn’t provide information that I can literally prove I provided.William Hill, you have turned what should have been a straightforward issue into months of unnecessary hassle.Extremely poor communication. Extremely poor complaint handling. And, ultimately, a very disappointing experience.I won’t be recommending William Hill based on this experience.
