Hollywoodbets Casino ZA - Player’s self-exclusion and account issues lead to confusion.

Hi ,

I have a huge issue with this casino . Will give some details. On 25 jan 2024 I decided to exclude myself via Sun international in gauteng are ( Johannesburg ) to exclude myself from casino all in Gauteng plus extra on line casinos plus extra all licensed casinos . Because of problems . We did the interview , signed the official papers that where sent to the Gauteng Gambling board . About 1.5 week later I received from lottostar and goldrush casinos a txt Dhr Mr ….. we got a notification that you did a selfexclusion . So far so good ! I was under the impression that I could never open a account on line in Gauteng area . But unfortunately as a gambler I went a couple months later on internet Hollywoodbets. Keep I you’re backmind that you give you’re South African ID number with the self exclusion. Now with Hollywoodbets it’s was zero problems together with some other casinos . I had Hollywoodbets and jackpotcity South Africa. I did the complete FICA verification and was able to play , win pay out deposit and so and so . So total damage was at Hollywoodbets around 60.000 Rand . My partner found out and I closed the account . He went grazy . Especially we excluded myself for lifetime . We confronted first the Johannsesburg gambling board and they referred me to the western cape gambling and racing board . I explained by email the whole situation. Also my partner wanted his / our money back from the casino . Because how was is possible to open account do fica verification with the same ID number that was with restrictions. Now I have a case number ( it’s terrible to get information) they even called me in the middle of the night to ask me things . Casino is blaming the board but the board in western cape is now looking who is responsible. Casino told me they have no blaming ????????? I wait for feedback . The casenumber given by Hollywood supervisor…can’t provide me a update about the claim because she needs a phonecall or email from the western cape representative. It’s getting totally grazy . Now unfortunately see that Hollywoodbets is a bit low in score and work without license . The head office is in mpumalanga . But the casino is operating in Gauteng also ( where my restrictions are know ) .its already sad that I relapse but with the rules from playing responsibly is gone with this situation. And no representatives will answer here on guru trust me . Did a lot of cases already but this and a other on are insane .

please think twice … this messsage is to confront casinos like this .

will update asap .

because filling a complaint with guru will not help . They don’t want to burn their hands ( the casino I mean )

hope my story helps someone else also .

Reply

Dear Beast777,

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

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from Hollywoodbets Casino ZA directly?

Looking forward to hearing from you.

Best regards,

Nick

Hi Nick ,

Thanks for you’re feedback. Unfortunately I did later directly and closed the account. But yeah that now the whole issue with promises from the Gauteng gambling board that it effects with all casinos . Especially that as I told lottostar and gold rush and some others have me a notification that they received the application. So I thought it works !! Unfortunately not … and even if I don’t get positive results. I don’t see the need of me going trough a whole process with pictures taken , interview as if I was a criminal. I did the application at Sun casino / hotel . And because it’s written on the papers . Casino visit and separate on line .

so Ofcourse the most reliable casino who works as stated did there job . I hope my post save people of thinking . Because as a experienced gambler I know the circle .. who is taking responsibility. Nobody Ofcourse … because the can say it’s the responsibility from the Gauteng authorities. But as stated I don’t gamble anymore but I want to open so at least people needs to be aware . And casinos needs a double check like the big casinos . At least you take it seriously. Will see what happens . Because the end …. Waiting for feedback from the western authorities. We need to speak out about this . But so far a casino and people like me exist and there is money nobody cares .

again thanks ! Let’s see where it goes .

But I closed the account myself at Hollywoodbets bets to give you the right answer

if needed this was my account from Hollywoodbets.

just in case you need it .

regards

just for you’re info … all the info and complaints are also with this contact person . Asked her yesterday for a update again . Also no answer yet . They promised this week .

two mails ! The first one is my answer to the official board . Still no answers while she promised me updates .

second one is the casino where I did my interview of self exclusion. One of the casino floor managers gave a answer .

third one ( I think the made a mistake ) the receptionist sent it to me . So i reacted immediately. You see my reaction also what I sent them .

those emails might be irrelevant but then you are fully updated about the issue .

Regard .

Dear Beast777,

Since the casino operates without a gaming license, unless you requested self-exclusion directly from them, there’s unfortunately nothing more we can do. I'm glad to hear your account is now closed. However, if you relied on the Gauteng authorities' exclusion, it’s unlikely to impact an unlicensed casino.

I recommend continuing communication with the regulator, though we’ll need to close the complaint for the reasons mentioned above.

Is there anything else we could assist you with before doing so?

Best regards,

Nick

Good day Nick ,

Fully understand. Thanks for you’re effort and feedback.

Kind Regards ,

The other complaint running with you .

I saw they are working with a license in Gauteng.

again thanks for your support ! At least I know that I did my job to warn people about self exclusion and the consequences.

coming from the government



Dear Beast777,

As previously mentioned, and as noted in similar complaints you've raised, the most reliable way to exclude yourself from a casino is by requesting the exclusion directly from the casino itself. Only a few licensing authorities offer a comprehensive exclusion option that blocks access to all casinos under their jurisdiction.

In cases where the casino is not regulated by an official authority, external exclusions—whether country-based or through independent regulators—are not enforceable, and refunds are generally not permitted.

Please contact the casino directly if you wish to self-exclude your current account, if it's not yet.

For these reasons, I will be closing this complaint.

Best regards,

Nick