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Business Profile

Casino

William Hill Race & Sports Book

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 50 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/24/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 made two different deposits into my William hill account and they have both been processed. I cant access any of my funds through William hill ****** betting services I have called them several times only to be given the run around. Date of the transaction was 3/19/23

      Business Response

      Date: 04/06/2023

      The patron's account had the wrong community 173, which preventing the patron from being able to deposit electronically or anywhere outside of the ****************, where he signed up. We spoke with admin and had them update the community to ********************************************************** state lines and through our electronic deposit options. If the patron would like a refund from ACH then he will need to reach out to ACH directly at ************.

       

       


    • Initial Complaint

      Date:02/15/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 purchased a parlay card on 2/11/23 for $15. It is a 5 team card that if won pays $390 counting the $15 for the bet. My discrepancy is my #8 selection, chiefs. It states, ( Team with first 20 & yard gain from scrimmage ( excludes penalties). I interpret that as first team to get 20 yards & from scrimmage on 1 play. It doesn't say total yards from 1 possession. It is not worded clearly as it should be. I chose the chiefs. The eagles started the game and moved the ball 30 yards in 5 plays. The chiefs then got the ball, first play was for 13 yards. Second play was for 23 yards. I made the #8 choice with the thought of the chiefs getting the first 20 yard gain from scrimmage in 1 play. My other 4 picks were correct. I feel I am in the right and should be compensated $390 for a winning parlay ticket.

      Business Response

      Date: 03/20/2023

      We have reached out to the patron on March 1, 2023 for further details about his parlay card. We are still waiting response back from patron.

      Customer Answer

      Date: 03/20/2023

       
      Better Business Bureau:

       Hi, it was my mistake. Just a misunderstanding, but thanks.

      Sincerely,

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

    • Initial Complaint

      Date:02/15/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Has held information about my account for close to 3 days now with no showing of any type of resolution to the issue. Access to account in person or on app is being denied. Unable to withdraw funds.

      Business Response

      Date: 03/01/2023

      We apologize for the inconvenience.  The App was restored on February 15, 2023, and access to all funds became available.  It appears the patron has made a withdrawal transaction since that date.

      Customer Answer

      Date: 03/01/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:02/15/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Unable to withdraw money rightfully won from wagering on SuperBowl 57 from my William Hill Sportsbook Betting account since Sunday 02/12/23. It is now 02/14/23. Their mobile app is still currently down and I visited the location inside *********************** this afternoon and they are not allowing any withdrawals or deposits in person either. They are holding mine and thousands of others rightfully won money hostage.

      Business Response

      Date: 03/01/2023

      We apologize for the inconvenience.  The App was restored on February 15, 2023, and access to all funds became available.  It appears the patron has made a withdrawal transaction since that date.

      Customer Answer

      Date: 03/01/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:01/03/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Membership #***********, name: Young ***** date of birth 10/15/1947. On December 24th 2022, I've placed a bet on *** game online and picked pittsburg -2 with my bonus bet of $1000 and pay out was $909.09. After i won the game, I logged into check my balance and there was nothing there and bet was altered to raiders +2(losing team) by ********************* William Hill Sportsbook. I have screen shots and picture of the bet that was placed correctly. I even told my family and friends that bet was on pittsburg -2 and we watched the game together and celebrated that i won. ********************* William Hill Sportsbook altered my bet and stole my money. I will report this to ******** gaming control board with all the documents and evidence we have. its unbelievable what they do to scam your money.

      Business Response

      Date: 01/04/2023

      We are looking into this situation, can you provide the screen shots, and documents that you have so we can further investigate the issue.

      Customer Answer

      Date: 01/06/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      Young Park

    • Initial Complaint

      Date:11/29/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Through the Ceasars Sportsbook online platform the company offered a promotional first bet insurance during the ******** opening. I contacted customer service to verify this credit would be applied which they did. They also heavily advertise a variety of profit boosts when placing a bet. Buried deep in their rules as they refer to as T @ C, they state that the promotional first bet insurance will not be applied to any bet using a profit boost. This was not shown anywhere in their advertising or mentioned when I contacted customer service before placing the bet. When I contacted customer service 4 days after the bet was placed to inquire about why my credits had not been applied, this was the 1st time they mentioned ***@C rule. They could have made this right but chose not too. Their advertising is deceptive in nature and I would advise all future patrons to avoid their business and look for entertainment elsewhere.

      Business Response

      Date: 12/16/2022

      Please see attached for response.

      Customer Answer

      Date: 12/16/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:11/07/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      There was a bet for ***************************** to score 2 or more touchdowns. He scored 2 touchdowns and they will not honor the bet. No where did it state he had to score 2 ******* touchdowns on their app. No one there can provide proof of additional rules on the bet.

      Business Response

      Date: 11/15/2022

      We have communicated the following to the patron through email:

      Dear *************************,

      We received your complaint with the Better Business Bureau and wanted to follow up with you on why your ticket was graded as a loss.  Your bet was for ****** to Score 2 or more Touchdowns on 11/6/2022 in the Titan vs Chief football game. The person that runs or catches the ball over the goal line is the person given the credit for a touchdown.  ****** only scored 1 touchdown when he ran the ball and scored a touchdown in the 4th quarter.

      ****** did score on a two-point conversion,which was not a touchdown.  

      All the other touchdowns were scored by ******* (Chiefs in 2nd) and ************* (******* in 2nd).

      I hope this helps you in understanding why the bet loss.  Feel free to let me know if you have any questions or need any further clarification.

      House Rules CO: https://caesars.com/sportsbook-and-casino/co/support/house-rules/#football 

       

       

    • Initial Complaint

      Date:11/07/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Ran a 4 game parlay. College ice hockey ************ versus ******** ***** November 5 2022. Regulation ended 3-3 and was not tournament play. When I tried to cash ticket an hour later it was not graded. Sports book contacted William hill who responded they would update. Updated it was a loss. Sports book called back and reiterated the rules clearly state college hockey follows conference rules (shootouts do not apply) and William hill house rules also clearly state *** is the only ones that use shootouts and overtime and add points to final score. This should have been a push and the remainder of my parlay paid to me. Sports book told me to file with gaming commission but I am looking to fix this without that engagement. Wouldnt be as big an issue but this is the logic and quote they gave me when my ticket Won the shootout and they called it a tie days before.

      Business Response

      Date: 11/15/2022

      We apologize to this patron.  We have re-graded the ticket. The ticket has been resettled and the last leg resulted as a push.

      Customer Answer

      Date: 11/20/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:10/27/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      My ID for ********************** Hill Sports book is ******. Your company basically stole my money. I placed a bet on 10/17/22 and it was rained out. Based on your OWN house rules : states there is no action if this happens. When I went to get my money back they said oh its different for the playoffs!!!?? Really?? So your own rules dont apply or just when it benefits your company?? Then the employee showed me an email from your management team that certain bets can be voided on a case to case basis. So, Im guessing all the ******* bets were no action for 10/17 but the guardian bets all had action. Total scam, robbery, etc. Absolute garbage. I will never bet another $1 at a William Hill sports book.

      Business Response

      Date: 10/28/2022

      We have contacted the patron and provided a refund.  ****** stated he is happy with the refund.

      Customer Answer

      Date: 11/10/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:10/12/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      This complaint is regarding the Caesars Sportsbook app the company listed runs. After getting back from my last trip to *********, ** on 8/30/22, I downloaded the app to accrew points on my *************** account while I'm not in *****. However even though the Caesars Sportsbook app required me to log into my *************** account to set up my account on the app, the company instead created a new Rewards number (***********) linking it to my email address, which I did not give permission to do. Under my account information on the app it gives me the option to live chat to change any personal information that isn't correct on my profile (the *************** number is listed on this page.) However after live chatting with 2 separate agents, I was told they couldn't change my rewards number and I would have to submit a form to Caesars which they linked in the chat. I submitted the form on 9/17/22 with expected results or contact listed as being within 3-5 business days, which I've had no contact or correction since submitting it. Now the only contact I have is marketing emails on a daily basis. Filing a BBB complaint seems to be my only recourse at this point to either get my account information corrected or have them DELETE all of my account information from William Hill records/Caesars Sportsbook that they created. I want to reiterate that I did NOT give them permission to set up a new *************** account in my name. The whole purpose of signing into my *************** account when setting up the app was to LINK my existing rewards account. I don't understand how they have the ability to alter someone's information but not the ability to correct it, all the while handling people's bank accounts and credit card information.

      Business Response

      Date: 10/26/2022

      We have tried to contact the patron several times to advise that the rewards accounts are linked and he will be receiving his sports wagering rewards on his original *************** account. Any credits accrued on the new number will be added to the existing number, so the patron will not miss out on any reward credits.

      Customer Answer

      Date: 10/27/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They did reach out and contact me, unfortunately after 10 PM EST when my phone is on DND due to work in the morning, and left me a voice mail stating they were working on my account to link the 2 account numbers. I appreciate your help resolving the issue, but I would suggest to William Hill to work on their help center chat protocol, as this issue should've been able to be resolved without having to file a complaint with BBB. 

      Sincerely,

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

    William Hill Race & Sports Book is NOT a BBB Accredited Business.

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