Complaint Regarding Incorrect Odds Adjustment and Lack of Support

Please be advised of the unacceptable level of support experienced in relation to a settled bet with Hollywoodbets.

A wager was placed at odds of 3.5/1, which at the time were consistent with all other bookmakers in the market. In fact, the horse drifted further to 4/1 shortly before race time, confirming that the original price was neither erroneous nor out of line with the market. There were no scratchings or late withdrawals in the race that would justify any deductions or price adjustments.

After the horse won, Hollywoodbets initially paid out the bet correctly at the agreed odds. However, after settlement, the odds on the bet slip were retrospectively altered to 17/10, resulting in a materially reduced payout. This adjustment was made without any valid explanation or notification, and without any regulatory or market-based justification.

We have repeatedly contacted customer support and formally requested that management make direct contact to address this matter. Despite multiple follow-ups, no one has responded. The only explanation provided was an unsubstantiated claim that an attempted cash-out was made on an “invalid bet.” This explanation is both unclear and contradictory, as the bet was initially settled and paid out correctly, which by definition confirms the bet’s validity.

I requested the alleged report supporting this claim in writing, however this has never been provided. To date, there has been no evidence, audit trail, or documentation explaining how such a conclusion was reached or why the odds were altered after settlement.

This matter raises serious concerns regarding post-settlement manipulation of odds, lack of transparency, and failure to provide adequate customer support. We expect a written explanation, the full betting and settlement report, and rectification of the payout in line with the originally accepted odds.

If this issue is not resolved promptly, we will have no option but to escalate the matter further.