William Hill US has told its Nevada customers that its mobile sportsbook is fixed and is live once more following a multi-day outage that occurred during the second quarter of the Super Bowl.
On Sunday, William Hill acknowledged that there was an issue with its platform across both retail and mobile sportsbook platforms in Nevada, telling customers: “We are aware of an issue affecting users in NV. Our team is looking into this, and we hope to have a resolution as soon as possible. We will provide any updates here as they become available.”
However, the issue has now been resolved, with William Hill apologizing for the inconvenience that the outage caused.
Updating customers, the operator stated: “Both the William Hill Nevada and Caesars Sportsbook by William Hill apps were restories to full functionality yesterday evening. All customers should now have access to their accounts.
“We apologize for the technical breaksonw on our platform and will continue to monitor all aspects of the system closely”.
What happened?
With Super Bowl weekend being the busiest betting weekend in the US, and over 100 million geolocations identified by GeoComply nationwide, William Hill’s platform outage did not sit well with users.
Whilst the retail sportsbooks are back up and running, the William Hill Nevada mobile sportsbook remains down, despite ‘aggressive’ attempts to bring it back live.
Despite several attempts to process all Super Bowl wagers, the operator maintains its position that there are issues with the mobile platform and they are working diligently to resolve the issue.
William Hill told users on Tuesday: “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 Caesars Sportsbook by Willliam Hill and William Hill Nevada apps and our retail sportsbook offline.
“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 we are now working through the resolution with all of our available resources. We sincerely apologize for the frustration and inconvenience it’s caused our valued customers.”
When will William Hill/Caesars proprietary tech reach NV?
The operator has also disclosed that the outage was caused by a complex, real-time data issue which is difficult to bring back live.
William Hill was keen to stress that it is working diligently but ‘with an abundance of care’ to ensure that once the issue is resolved, it does not occur again.
It comes as Caesars and William Hill are rolling out their own sportsbook platform nationwide, something which it will hope will reach Nevada sooner rather than later following this outage.
Whilst its own tech stack is live in several US states, it has not yet reached Nevada, where William Hill still uses its legacy platform.
Addressing reporters on the situation, William Hill added: “Caesars Entertainment and William Hill US are 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.”
