Complaints

This profile includes complaints for William Hill Race & Sports Book's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  William Hill Race & Sports Book

  6325 S Rainbow Blvd STE 100 Las Vegas, NV 89118-3278

• 

  William Hill Race & Sportsbook

  175 Oceanport Ave Oceanport, NJ 07757

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Formal Complaint Regarding Incorrect Bet Placement and Refusal to Refund Ticket #******-2964-2650-3928 Dear William Hill Support Team,I am filing a formal complaint regarding a bet placed on my account on October 24th, 2024. The bet was processed incorrectly due to an error by one of your employees, and I am dissatisfied with how this situation has been handled.I requested a Moneyline (ML) bet with the possibility of a win, loss, or push in the event of a tie. However, the bet was mistakenly placed under a third-market option that included a tie scenario, which I did not ask for. The ticket I received appeared to confirm my request, but the bet was processed ************** wasnt until I went to cash the ticket, expecting a push, that I learned the bet had been processed as a loss. Upon reporting the issue, several employees acknowledged that a mistake had been made, confirming the bet was placed in the wrong market. Despite this, I was told that management would not authorize a refund, citing the trader's refusal to reverse the bet.The mistake was due to a failure by the trainee employee, who was not properly supervised. The experienced employee assisting them was seated nearby but did not intervene during the bet placement. Moreover, basic verification protocols were not followedthe screen was not turned toward me for confirmation before finalizing the bet.While several staff members admitted the mistake, I was met with unprofessional behavior when I raised the issue. After an extended discussion, I was told that management had decided not to refund the bet. I was also promised a follow-up call from supervisor Jordin around October 31st, but I have received no communication.Given that the bet should have been treated as a "push," I am requesting a refund of my $2,000 bet. I ask that you review this matter and resolve the issue promptly.Thank you for your attention to this matter. I look forward to your response.Sincerely,***** *******

  Business Response

  Date: 12/03/2024

  Hello,

  We are still reviewing this complaint.

  Customer Answer

  Date: 12/18/2024

  I am still waiting on a response from the company and have not heard from them. This case is not closed yet

  Business Response

  Date: 12/20/2024

  Thank you for reaching out to William Hill Sportsbook.
  
  In select sports like Football/Basketball/Soccer, there are wagering menu options known as 3-way markets.  
  
  This gives the patron an opportunity to also wager on a tie (as an alternate option to either team winning) at the end of a time period. This market offers a bigger payout because patrons do not get a refund on a "Push" (a tie result).
  
  Similar to other wagering options like outcome in Regulation/Final Result (including OT), when making a wager at the counter and not at the self-serve kiosk, it is recommended that a Patron specifically confirm if they would like the 2-way or 3-way option.

  Customer Answer

  Date: 01/21/2025

  William Hill has reimbursed me and settled our dispute. Thank you

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have $730 in funds in my account. They will not let me withdrawl my funds nor will they tell me why. They keep telling ne they are investigating. Ive talked to 4 customer service **** *** all said they would send a request and send me an email response. I found out only one of those **** actually put the request in and gad a case number. My finds are still sitting in my account and they will not release them or tell me why.

  Business Response

  Date: 11/05/2024

  Hello,
  
  We have reached out to the patron and this issue has been resolved. 
  

  Thank you

  
  

• Initial Complaint

  Date:10/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** **** allowed someone who hacked my bank account and somehow had my phone number to set up an account and withdraw $650 from my checking account. On 9/22 I received a total of 3 verification numbers texted to me. I did not know where they were coming from as it only displayed a text code. The next day I was $650 poorer. While my bank eventually reversed the charge, I needed to change my bank account number. This resulted in my having to make numerous phone calls and paying late fees because I didnt have time to stop some EFT payments.I tried a number of times to get in touch with the company but none of my messages were answered. I want to know how this was possible and what kind of security William Hill/Caesars Sportsbook has in place. When none of the verification codes sent to my phone were used, why didnt that send up red flags? Was the thief allowed to change the phone number? Can anyone I give a check to or who has access to my financial information through my utility accounts, car payment company etc just randomly open up an account in my name? Will this happen again to me and has it happened to others?I think the ************************ needs to hear about this also

  Business Response

  Date: 10/28/2024

  Hello,

   

  We are currently looking into this situation.

  Business Response

  Date: 11/06/2024

  Based on the correspondence from the patron, it appears that she is a victim of identity theft.  The bad actor, using her information, created a Caesars account, deposited, wagered, and withdrew winning to a fraudulent ****** account.
  From what we understand, the stolen funds from her financial account were returned to her and we have permanently closed this account.
  
  We recommend our patrons to use a unique password for each site that they have access to and to utilize the multi-factor authentication functionality. 

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, July 10th I placed a $5 bet on ******************************* to win the ****** Scottish Open at odds of 55 - 1. at **************************************************************************************************. I confirmed the bet and I checked the ticket to confirm the golfer's name was correct on ticket 084077-5802-6320-8346 Boldface print - Straight 1 bet @ $5.00 ******************************* + 5500 I returned to collect my winnings on Sunday having the winner and was told it was a losing ticket. The agent kept looking at the ticket and finally said the ticket was for a 1st Round Leader which was barely visible as half the letters on the event were missing so feel that either their printer may have needed ink or was out of alignment below the boldface type above which was the clearly visible part of the ticket indicating - Straight 1 bet @ $5.00 ******************************* + 5500. which were the correct odds to win the tournament as indicated from the only betting paper on the rack of sporting events for the golfers eligible to win the tournament with the correct odds also verbally told the Sportsbook agent the bet was to win the tournament since there were no numbers next to each golfer's names as the betting sheet only listed the names of the golfers and the odds without player numbers next to each golfer listed which he confirmed.I feel cheated having verbally confirmed with the agent both the bet and reviewed the ticket name and the status to win as the information on the ticket was in boldface at the top which I confirmed before leaving Straight 1 bet @ $5.00 ******************************* + 5500.I am owed the $280 having placed the $5 bet on the winner of the tournament and having done everything I could to verify the player to win the tournament when placing this bet which the boldface print on the ticket appeared to verify in legible boldface at the top of the ticket. I am not responsible for barely visible type below the information stated due to a faulty ink issue or event numbers for a bet being cut off.

  Business Response

  Date: 08/05/2024

  Hello,

   

  Customer placed wager Bet ID# (ticket ********************** Screenshot of the wager is attached. Wager is for ***************************** 1st Round Leader.
  
  William Hill House rules regarding Ticket Accuracy-
  TICKET ACCURACY
  Please check your ticket for accuracy as all tickets go as written after you leave the wagering
  counter. Once a wager is accepted by both parties, tickets will not be altered or voided except at
  the discretion of Management.
  No winning wager will be paid without the customer copy of the wagering ticket, except for lost,
  stolen or unreadable tickets which will be honored as stated below.
  o Management is not responsible for lost, stolen, altered or unreadable tickets. 
  

  
  

  Business Response

  Date: 08/06/2024

  Hello,
  
  Customer placed wager Bet ID# (ticket ********************** Screenshot of the wager is attached. Wager is for ***************************** 1st Round Leader.
  
  William Hill House rules regarding Ticket Accuracy-
  TICKET ACCURACY
  Please check your ticket for accuracy as all tickets go as written after you leave the wagering
  counter. Once a wager is accepted by both parties, tickets will not be altered or voided except at
  the discretion of Management.
  No winning wager will be paid without the customer copy of the wagering ticket, except for lost,
  stolen or unreadable tickets which will be honored as stated below.
  o Management is not responsible for lost, stolen, altered or unreadable tickets. 

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22083732
  
  I am rejecting this response because: The William Hill representative called me and stated that if I had an online account with them he could remedy the situation but otherwise his hands are tied because I do not have an account with them. So, in other words he was telling me they would take care of their online account customers but those walking in the door to a William Hill Sports book could be cheated out of there winnings. I explained to the representative who called me that after I had confirmed the bet both verbally and did check the ticket that the only clearly legible part in bold faced print indicated the golfer I had bet to win at 55-1 odds was in bold faced print, however the very light print with some numbers cut off about it being a ticket for a first day leader was not legible on the ticket which I still have in my possession. Furthermore, as the William Hill policy itself states in their reply -"No winning wager will be paid without the customer copy of the wagering ticket, except for lost, stolen or unreadable tickets which will be honored. Note only the winning golfer and odds were in boldface print which was the only legible part in the dark casino but not below on the same ticket indicating it to be for a first day leader which was a mistake by the agent who entered the bet. I insisted the Sports book stand by their rules stating in part that "lost, stolen or unreadable tickets which will be honored." Again this was not my mistake but that of the Sports book having placed the bet to win the tournament. and reject the representative's statement to me on the phone that because I am not an online account customer his hands were tied. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/07/2024

  We have contacted this patron, and we won't be able to refund this wager. We asked for a better picture of the ticket from this patron to verify his claim, but he hasn't sent this picture yet.
  The patron left the counter with this ticket. At that point, the wager is in action. The patron's responsibility is to verify the ticket before he leaves the sportsbook counter.
  We have also added additional information about this case in other responses. The patron has a direct line to a supervisor if needed.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22083732
  
  I am rejecting this response because: Firstly, I was not asked to provide a better photo of the ticket and was never given a direct line of communication to a supervisor. I could bring the ticket in to the Sports book still my possession but they did not address the fact that the pertinent information about the golfer to win and the payout odds to win is printed in boldface at the top of the ticket which I checked, However below, not printed in boldface and barely legible in much lighter type unable to read with even the event number cut off at the bottom also in much lighter print as if hidden and barely legible that indicated the ticket was for a first round leader which was the mistake of the agent to took the bet and even if not legible because I left the casino and was not an online customer was told on the phone by the representative from William Hill who called me, the $280 winnings would not be paid. This is both a horrible business practice, totally unfair to discriminate if one does not have an online account and feel cheated out of my legitimate winnings.  

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/23/2024

  Hello,

  Please send a clear image of the ticket, and we can compare to what we have in our system.

  Thank you.

   

  Customer Answer

  Date: 09/06/2024

  William Hill could have obviously requested me to bring in the original ticket to the local sports books for verification and payment as I previously stated, only have access to the same camera they obviously would reject another picture having me jump through hoops again so will chalk it up to a bad company who cheated me and would not return there.   

   

   

   

   

   

   

   

   

  i

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a bet with William Hill at the *************** in ********, ** in February, 2024 for the Super Bowl. I returned home before the game was played, and had winning ticket 084004-1213-1166-1946 which I mailed to the address on the slip on February 13 with a self-addressed, stamped return envelope. It never came back to me, so I assume it was delivered to them. I did not hear from this business, called many times having no luck in talking to a person, so I submitted a Lost Ticket ***** form. The final result in this is that I was notified that the ticket has been locked and can be unlocked in 120 days, but I have not received an answer as to how to unlock the ticket. I would assumed that the my giving them the ticket number, they would be able to trace it and see if it was cashed by someone else, possibly an employee of their's. Their response has always been throw the ball back in my court, asking me to do the impossible. 120 days has come and gone. William Hill ***** #******-001229.

  Business Response

  Date: 07/08/2024

  We have reached out to the patron and advise him the ticket had to be locked for 121 days. I reached out to are mail pay team to get the process of the check started. Which can ***********-8 weeks to receive. 

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21942563
  
  This is in response to complaint to my claim against William Hill **** and Sports book on 7/4/2024. The business response was unsatisfactory because it will not be complete for 6 to 8 weeks. Please leave complaint open until a resolution is finalized.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/27/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed ****** with William Hill which culminated with me winning over $3000.Actual sum $3150.I made a withdrawal via bank transfer option at a cost to me of $25.Date of withdrawal was 27/05/2024 After many emails back and forth with the payments team, then executive relations team I still have no funds.I have in the past week sent 3 further emails to the executive relations team and at time of writing they have failed to respond, this after being initially very helpful (though without the money being found and put into my account)Below I have added the tracking number that was given by the executive relations team to me on 14/06/2024.I am now a month after my initial withdrawal was made for $3150 and have yet to see a ***** even though I have made many subsequent withdrawals via the same bank transfer method which were all completed successfully.Please assist in either getting the funds to me or at least assist with the radio silence that has happened in the past week.It has been a very disappointing experience.

  Customer Answer

  Date: 07/11/2024

  The case was finally resolved - however unfortunately the business did charge me $50 instead of the normal $25 this after making me wait for a ridiculous amount of time.

  i still consider it a poor experience and would warn others that it may happen to them.

  Best Regards

  *************************

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am filing a complaint because I deposited money into my William hill account on May 2nd. Using my bank card on file. I made two deposits. The money was deducted from my bank account and sent to ********************** hill on May 4th. For some reason the money has never been added to my account, Ive called ********************** hill customer service on multiple occasions, Ive called and chatted with representatives over a week time span, and theyre all telling me that the money is in the pending stage and that it is being reviewed to be released. As I mentioned I made two deposits using the same card and the representatives are telling me that they can only see 1 pending deposit of $25 and not the other $20 that was deducted from my bank card as well. Theyve re escalated my case a total of 5 times and finally after a week a supervisor called me only to tell me they have to re escalate the case back to the payment center. No one can give me a logical reason as to why my funds have been withheld although they have been provided with the transactions from my bank. They requested a bank statement but my statement date is on the 24th of each month so these transactions wouldnt reflect on that statement until May 24th since the payments were made this month. But I provided them with the actual transaction details. The supervisor who called was insensitive, kind of rude and was ******* me off of the phone the entire call. She did not listen to my concerns or even care that I have been a loyal customer and was experiencing a difficult time with this. I guess I have to wait another week to receive a call about whats going on with my money being stuck in the pending stage. All cards match my name and addresses as well. Same two cards that has been on file from the beginning so no issues there. Highly disappointed at how this company is treating me.

  Customer Answer

  Date: 05/28/2024

  Hello, my issue has been taken care of by William Hill. Theyve actually returned my funds and also added an additional credit for the inconvenience. Im highly satisfied with the outcome. Thank you. 

• Initial Complaint

  Date:03/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a William hill betting account for the last few years. Over the last 3-4 months I have made many/several deposits to my account with my wife and step daughters cards without any issues. I made a cash deposit right before Superbowl and William hill suspended and closed my account and said because I used a card that wasn't in my name but never said a single word all the other times i used my families cards. They stated that they closed my account and would be sending my a check. Since that was said I have submitted my taxes to the **** got approved, and received a paper check from the *** and still nothing from william hill. How is that possible?!? If they closed my account then I am entitled to my remaining balance back.

  Business Response

  Date: 03/11/2024

  Hello,

  We have reviewed the complaint made by Mr. *********** and we confirmed 5 of the 7 cards on file belong to other individuals. We only permit funds to be deposited and withdrawn to accounts matching to the names of the account holder. On 1/31 we took the step of closing the account due to the are amounts of deposit attempts from a Card that was not in Mr. ***********'s name. As a sign of good faith, we will be sending a check of the remaining balance to Mr. ***********'s address on file in the next 5-10 business days. The account however, will remain closed due to an internal business decision.

   

  Thank you

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  William Hill is a very shady company. I added money to my account for weeks and they closed my account with money in my account. They said they closed my account because of mix match business debit card information. I did not see the email and they still closed my account on the 22nd after the incident happened on the 6th. It did not happen while I did not have funds in my account. It only happened after I won a bet and then they decided to close it. They had every opportunity to close it before the 22nd before I deposited money and won money and now have funds in my account. I will seek legal help behind this manner.

  Business Response

  Date: 01/24/2024

  Hello,
  
  On January 2, *********************************************************************************************************************** the permanent closure of account. On January 21, **** this infraction was repeated by patron, and the account was permanently closed.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  William Hill suspended(permanently closed) my betting account for no reason after I tried to make a deposit to my account using my debit card. They waited until I placed a wager and took my 20 dollars and then closed my account and offered no logical explanation. I believe that they are stealing peoples money in this way and using account closures to take peoples funds. It is stealing.

  Business Response

  Date: 02/05/2024

  **************** account was closed due to not using a payment method in his name on two separate occasions. The first communication which was a warning that payment methods have to be in the name of the account owner, was sent to the email on file on 12/28/2023. Then on the second instance on 1/20/2024 we closed the account for potential fraudulent activity on the account. ************ may call in to our support center and have a check mailed to him of the remaining balance in the account.