Bettors frustrated as William Hill sportsbook app remains down; retail sportsbooks back up

Published: Feb. 13, 2023 at 11:15 PM PST
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RENO, Nev. (KOLO) -Some sports bettors in northern Nevada have struggled to cash in on their accurate predictions.

Many William Hill customers expressed frustration on Twitter because the app was still down on Monday.

The outage was first reported on Sunday. The company tweeted that they’re working to restore “functionality” for anyone who placed a Super Bowl bet with the app.

On Sunday, KOLO 8 News Now caught up with a bettor who came from the Bay Area and had to leave empty-handed.

“I’m a little bothered. I’m supposed to gamble and I won and I can’t cash my ticket,” said Ricardo Cobarrubia.

Cobarrubia says he now has to come back to Reno on another weekend to try to collect.

According to workers at the Nugget Casino, bettors have a year to cash their tickets.

The company says it is in the process of settling all wagers and the Nevada Gaming Control Board says it is aware of the issue and is investigating.

In a statement sent out Tuesday, the company said:

“Towards the end of the second quarter of Super Bowl LVII, our William Hill Nevada sports betting platform experienced an unforeseen technical issue that took our William Hill Nevada app and our retail sportsbooks offline. Since then, the team has been aggressively working to bring the platform back to full functionality as quickly as possible. We have pinpointed the cause of the system failure and are now working through the resolution with all of our available resources. Unfortunately, as can occur when dealing with a complex, real-time data system, this has taken longer than we had hoped or expected. We sincerely apologize for the frustration and inconvenience it’s caused our valued customers. While we move as expeditiously as possible, we also do so with an abundance of caution to ensure that we do not exacerbate or repeat the issue and that when we bring the platform back up, it stays up. We have been in regular contact with our stakeholders and our partners as we work toward a solution. William Hill is committed to Nevada and our customers. For the past year, we have been working on bringing our new, state-of-the-art sports betting platform to the market. With Nevada being our longest tenured state, it is important that our new platform is battle-tested. As we roll that system out across the country, it performed very well during the Super Bowl. We look forward to bringing it to Nevada as soon as possible. Meantime, our retail sportsbooks are currently back up and operating, and we are focused on resolving and restoring the William Hill Nevada app. We are deeply sorry for the impact this issue has had on our customers and are grateful for your continued patience. We will provide additional updates as we have them, as well as after we have fully restored services.

Thank you.”