Hollywoodbets Casino ZA - Player's deposit is incorrectly classified as a bonus.

Good day

I deposited R50 in my Hollywoodbets account. I know R50 is not a lot of money but let me tell you what happened. After I made the deposit, it was showing in my account, but not as my available balance, but under the bonus section. I can't play any slots because it is in the bonus account.

I contacted Hollywoodbets via email. I recieved an email back from Nokuthula L, saying "We would like to inform you that we have successfully located your proof of payment, and your deposit has been credited to your Hollywoodbets account."

It is not in my account, it is in the bonus section. I contacted live support where I was told that I recieved a birthday bonus after depositing R100 end of May. I was also told by live support that there was a technical issue and I was not suppose to play the bonus on the slot side. So, they took my deposit I made today as the bonus and placed it in the sport section as a bonus.

Live support also said I utilized the bonus wrongly. I did not ask for a bonus, Nor was I asked if I want a bonus. I did not put this bonus in my slots account, so how am I the one to pay for it, even after live support said it was a technical issue. I did not even win anything with the bonus money. Should I be held countable for a technical issue on their side?

Attached is the live chat and email from Hollywoodbets, see pages 5,6 and 8.

Dear Nella17,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're experiencing. To better understand your situation, may I kindly ask you a few clarifying questions?

• Could you please specify the exact date when you made the R50 deposit to the casino? Did this amount immediately appear in your bonus section?
• Have you ensured that no bonuses were activated with your most recent deposit?
• Could you let me know when exactly the casino granted you the birthday bonus? Did you receive any confirmation email stating that this bonus was added to your account? If so, please feel free to forward it to me at [email protected].
• Lastly, could you please send me a screenshot of your deposit history from your casino account?

I hope we’ll be able to help you resolve this matter as soon as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

Hi Veronika, I never even knew about any type of bonus, I deposited R100 on the 31st of May and because it is my birth month, when you deposit R100, you get a bonus. I did not even know about it until I was told when I asked about my R50 deposit that went into the bonus account. I did notice the extra R50 added after my deposit on the 31st but i assumed they have a happy hour or something like that. I did not get any messages or such to accept the bonus or any email about this bonus. The extra R50 I got on the 31st, just appeared after I made a deposit. So, after that, on the 3rd of June, I deposited the R50 and did not notice anything weird until I tried to play slots. I saw that I can not play a slot because my balance is zero. That's when I went to check my account and saw that my deposit is not really in my account, but it is in the bonus section. That is when i contacted Hollywoodbets by email, and numerous times they tell me that my deposit was recieved and it is in my account. I replied a few times, with screenshots to show them that it is not in my account, but under the bonus, They just replied, it is in my account. That is when i contacted Hollywoodbets live support.

Did you use the birthday bonus before making your R50 deposit on June 3?

Is it possible that the R50 deposit hasn’t reached your casino account yet—for example, due to a delay in processing or an issue with the payment method used?

I deposited R100 on the 31st of May and recieved the R50 bonus , like I said in the previous chats. I deposited R50 on the 3rd of June,it never reached my account,it is still not in my account, instead it went into the Bonus. I also added the chat between me and live support where I was told it was a technical error, also mentioned in my previous chats. I wasn't suppose to get a R50 bonus to play on slots. It's suppose to go to the sports side of Hollywoodbets. That is why they took my deposit on the 3rd of June for the bonus they gave me wrongly, on the 31st of May.

Please send me a deposit receipt confirming the payment you sent to the casino on June 3. Also, kindly send me a screenshot of your deposit history and bonus history from your casino profile. My email address is [email protected]. Alternatively, you may post screenshots here.

Veronika, email sent.

Thank you for your email. However, I see the amount in your history credited as "DEPOSIT: EFT DEPOSIT", not as a bonus. There are three transactions in your account: two deposits and one bonus. Can you please explain it?

There are 3 transactions. 1st transaction on 31/05/2025 eft deposit . 2nd transaction, same day and time, the birthday bonus they gave me. 3rd transaction on 03/06/2025 eft deposit. The one as you can see at the top of screenshot is not available, its showing as a bonus. They took my deposit for a sports bonus.

Thank you very much, Nella17, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Nella17 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Hollywoodbets Casino ZA for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Thank you Veronika and thank you Peter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter