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William Hill – bonus winnings shown before play

Ruling

Found for the Casino - While the seeing the winnings before the bonus round has been played takes the excitement out of play, it doesn't fundamentally change the results that would occur.

Read our William Hill Casino Review.

Player's Complaint

Hello. 2 wks ago I played Little Britain slots, the bonus symbols came in, before it took me to the bonus section of the game £53.25 flashed up for a split second. I then went onto bonus screen picking random icons revealing cash, more picks etc. When I had ran out of picks I won £53.25, then it revealed the symbols I didn’t pick, one showing a x7 multiplier. No matter which items I had picked the game had already decided the cash amount I was going to win cos it flashed up on screen before playing the bonus. I contacted William Hill as soon as it happened, they said they would look into it, I heard nothing.

I complained few days later and was told the technical team would look into it and I would hear. I never heard from them for about 3 days yet was told 24/48hrs. I go on chat service again and told technical team found no errors, so I ask where my e mail, they offer me £15 for what they call “inconvenience” case closed. A few times on there chat service I was disconnected and I had to keep repeating myself on complaining and also felt as if being fobbed of. Overall I must have been cut off at least 3 times while I was typing, then when I complained about being cut of another argument occurred as he went on and on, then said agent typed message at 10.39 and I hadn’t responded by 10.42 that’s why I got cut off. I told him he was wrong, then agent said well its there all on gmt time. I responded by saying as it was only 9 pm now how can I be cut off on your times as it was over one and a half hours away, (I was cut of around 8 pm ). Like I said felt as my complaint was being disregarded and i never knew if they looked into game as I never had an e mail yet they are quick to send e mails asking about feedback. The game was Little Britain slots on the William Hill casino slot page. I also complained by e mail to the complaint page willhill.com( or .co.uk ) and I never had reply from that either.

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1 Response

ThePOGG
Dec 21, 2016

Hi pauljm1969 - welcome to ThePOGG.com!

Unfortunately there's not going to be much we can do to help you here. While it would seem that the customer service that you've received from William Hill has been significantly lacking in their management of this issue, what you describe, while clearly unintended is actually how slots games function behind the scenes.

For instance, when you hit the spin button the results for the round are decided pretty much instantly. The graphical display showing the symbols spinning and the reels landing one at a time is purely for entertainment purposes. The symbols that you're going to receive have already been selected.

The same goes for bonus feature. The moment that you click the spin button, if the spin results in a bonus feature, the game can automatically determine what your win from the feature will be. As your selections are totally random, there's no detriment caused by simply selecting randomly at that point and displaying the results at the relevant point of play.

The glitch that's occurred here is that you shouldn't have been shown the total before playing the round, but ultimately this hasn't changed the win you would receive.

My personal advise would be to choose another casino to play with based on the customer service you've received, but William Hill are right that this has just been a graphical glitch.

ThePOGG

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