Hollywoodbets Casino UK - The player's deposit never arrived.

Good day.

I have been trying out new casinos and I have made a deposit to Hollywood bets to try the casino out. My first deposit failed and I tried twice after that. Each transaction was only R50 but it never reached my account at Hollywood bets. I contacted the staff at the deposit department of Hollywood bets, where I was asked numerous times to resent the proof of payment because they can only open a pdf file. All my documents have been in pdf format. I was then told that I needed to contact my bank to find out where my 2 deposits are. It will cost me over R300 to make such a query, and it has been more than a month with no deposit in my hollywood bets account.

I then contacted hollywood bets on facebook using my daughters facebook, because I do not want my friends to know about my hobby. The were eager to help, up to a point, and now nothing. R100 is not a lot of money, but when I make a deposit, it should be where it is suppose to be, in my hollywood bets account, my bank statement shows the same, I have sent proof of the payments, but here we are. More than a month later.

Dear nellouiseniemandt,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Dear Nick. Do you think it should take more than a month?

Dear nellouiseniemandt,

It doesn't necessary mean that it will take a month but may take up to that time frame. As long as you provide the casino all they request, like payment confirmation i.e. it may take much less time.

I did Nick, numerous times.

Thank you for assisting in this matter but I'm still dumbstruck that Nick said it can take a casino up to a month to trace a deposit , even with proof of payment. I take my hat off to the casinos where I'm a regular , that can pick it up within a few minutes, some a day or two. I did have a long waiting period at one casino before, but definitely not a month. I have all the emails and messages between me and each staff member of Hollywood bets , where I send proof of payment numerous times(a ton lot) with my user ID, email address, cell phone number, account number. At one stage I thought they are going to ask for my blood type. hahahaha.

No one who joins a gym, a casino, buys something online, expects to wait more than a month, just to trace a payment while having the proof of payment. It is a waste of my time , your time, and the casinos to follow up on a deposit of a R100. I can only imagine if my deposit was much more.

To Hollywood bets staff who have tried to assist me, when you do find the funds, buy ice cream and please buy one for Nick too. Just a small thank you form me to all you guys for the hard work you put in You can close my complaint, not because it has been sorted out, but because you just can’t explain what morals are.  

Have a great one!

Dear nellouiseniemandt,

Can you please clarify when exactly did you deposit?

Also I did not say it will take a month to find the money, I said it might take up to a month which means a day or a week or a month. Every casino has different processing time.

Please let me know when exactly did you deposit and if it was more than 2 weeks ago, we will try to intervene.

Dear nellouiseniemandt,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Nick. Thank you for extending it but at this stage I really don't care anymore. Its tiring to fight for what is yours or what is right. I do want to give you the dates though, because it is actually just unbelievable. The deposits was made on the 20th and 21st of July. I have contacted my bank last week and they will sort it out. I was looking forward to try Hollywood bets, but I will never ever make that mistake again. You can close the case.

Hello nellouiseniemandt,

I understand how you might feel. I'm really sorry that you wish to close the complaint without the solution. It will be now closed based on your decision.

Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.

Regards,

Nick