Unresolved complaint
The screen froze on a feature and they only gave my stake back
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William Hill, Gonzo's Quest. Feature froze with £4,650 showing. I took a recording because it kept spinning and then the page crashed. They refunded the £5 stake and said technical issue resolved. Obviously £5 isn't £4,650. Round WH-G9112. Can you get them to look properly?
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The conversation
11 replies · Oldest firstThis case is unresolved. The public conversation is kept for the record.
This case is unresolved. Public replies are closed.
Please send the unedited recording privately. Is £4,650 a final completed-round amount, or was the feature still running? We'll ask for the provider's settlement record. A stake refund doesn't by itself answer that question.
It was still doing the animation. I can't swear it had finished. That's why I want the log, I'm not trying to claim a number off a random frame.
The £5 refund is in the cash balance. Haven't used it.
The affected stake was refunded after a technical interruption. We consider that correction complete. We cannot supply a provider settlement result through this complaint at present.
Please identify whether the round was cancelled, unfinished or completed, and the evidence for that status. The player has supplied a specific round to investigate. Neither the interim display nor the £5 correction establishes the final result.
Their email today just says stake refunded again. No result. I'm not asking for their whole game code, just what happened to that round.
I've repeated the request for the round status and formal technical escalation route.
Any reply to you?
No settlement record. We've sent a final follow-up with a 4 September response date.
Nothing here either. I'll accept a real result even if it's lower, but they won't tell us one. Leave it unresolved.
Closed as an unresolved technical dispute. The £5 stake return is confirmed. The claimed £4,650 display amount was not validated or paid, and no provider result was supplied. We are not recording £4,650 as an established debt.