Formal Complaint – Misleading Information and Incorrect Payment Received

To Whom It May Concern, I am writing to lodge a formal complaint regarding a recent incident that occurred with my Hollywoodbets account, specifically relating to misleading information provided by your platform, which resulted in an incorrect payout. On 24/05/2025 at 21:40:50, I placed a bet based on the information provided on 777 Electro Spin where activating the 'Retro Xtreme' feature will convert the highest paying symbol to pay X3000 instead of X300. The total bet before activating the retro extreme feature was R1.50, when activating it, it changed the "bet place" to R3. The payout I received was R900, instead of R4500. The instructions are clear when activating the feature, which clearly shows what to do, which was materially misleading. I re**** in good faith on the statement that reads: "Should a match be tied at the end of the allocated 80 minutes, your bet will be settled as a winner." Based on this statement, I expected my bet to be honoured and settled as a win. However, I was shocked to find that not only was the payout incorrect, but your team later dismissed my claim despite the clear, written terms that appeared at the time I placed the bet with a higher amount. This has caused significant financial inconvenience and frustration, not to mention a loss of trust in the integrity and transparency of your platform. As a customer, I expect that all information displayed is accurate and that bets will be settled fairly and in accordance with the rules as stated at the time of placing the wager. I am requesting the following: A formal investigation into this matter; A full written explanation as to why the bet was not settled as a win despite the clear wording on your platform; A correction of the payout and payment of any outstanding winnings owed to me based on the original terms displayed; Steps your platform will take to avoid such misleading information in future. I reserve my right to escalate this matter to the National Gambling Board of South Africa and Consumer Protection authorities should this not be resolved timeously and fairly. Please acknowledge receipt of this complaint and provide a formal response within 7 working days from the date of this letter.

The above happened twice with the other game being 777-Fruits. Kindly check my Live chats with all screenshots attached on that platform.

Sincerely, Loretta Davey Hollywoodbets Account Number - ***7 *** ***