Funds disappeared

I did a bonus buy on a spina zonke game on the 30th of November, when I bought it, it did not give me the free spins and the money was gone, immediately I put in a complaint and since then everytime I ask what the process is, they keep on saying that they are busy with the query and have to wait 24-48 hours.

I spoke to a supervisor and he said that he promise that it will be sorted out on that following Saturday. Eventually they sent the query in to the bet department and I was included in the emails where a Timothy was taking over, I tried speaking to him over email, never got an answer back! I feel that this is theft! As soon as I have that money back, I will never in my life go back to Hollywood bets!!! The live chats suck as well. Taking their time like the whole day is lunch or tea time! Very disappointed in them!