The player from the United Kingdom had submitted a withdrawal request less than two weeks prior to contacting us, but his winnings hadn't been obtained up to that day. After our intervention, the player confirmed that he had received his winnings. However, he also reported that his account had been closed by the casino following his complaint. Despite the account closure, we marked the complaint as 'resolved' as the player's primary issue - the delayed withdrawal - had been successfully addressed and the winnings had been paid out.
Hollywoodbets Casino UK - Withdrawal of player's winnings has been delayed.
Amount: £50
Hollywoodbets Casino UK
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Dear I'm contacting you regarding Hollywoodbets rejecting my withdrawal. They tell me I need to withdraw to the card I deposited from. And that's exactly what I did try to do. My card ending 7048 is no longer in use. It was cancelled yesterday by my bank. So I registered my tsb card today, and deposited from that card. I then withdrew £50 because the site would not let me place my bet. But my withdrawal was rejected. Like many online betting sites surrendering their licence I believe you need to take a look into Hollywoodbets. They are far from professional. I have sent two screenshots. One showing my withdrawal being rejected. And the other showing the card I deposited from, which is also the card I tried to withdraw from. The other like I said was cancelled yesterday by my bank, so therefore could not be used. I have also put in a claim with IBAS who told me to ask hollywoodbets what their final decision is regarding my withdrawal. But that's also been ignored. Thank you.
K Choudhury
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9 months ago
Dear kchoudhury78,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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9 months ago
Yes I did. But also had my account closed for complaining about this. Nice 👍
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9 months ago
Dear kchoudhury78,
I am sorry to hear that. Unfortunately, as long as the casino paid the remaining balance, there is not much we could do. Since your winnings have been paid out,i I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
