Hollywood bets Disputed R2,500 Missing Credit

I am lodging this complaint regarding a serious issue I experienced with my Hollywoodbets account on 30 August 2026 at approximately 20:55.

While playing Joker’s Jewel Cash on a R0.50 bet, an amount of R2,500 was not credited to my account as expected. The incident occurred during my gameplay, and the R2,500 was not reflected in my available balance.

What is frustrating me even further is that I subsequently contacted Hollywoodbets via the online chat and spoke to Ntombi regarding the matter. I explained what had happened and raised my concern about the missing R2,500. I was advised by Ntombi that, according to Hollywoodbets, I did not win the R2,500 amount.

I find this response extremely frustrating because I am not simply asking Hollywoodbets to credit an amount without justification. I am asking Hollywoodbets to properly investigate what occurred during the game and provide me with clear evidence and an explanation based on the actual game and transaction records.

If Hollywoodbets maintains that I did not win R2,500, then I expect the company to be able to provide a clear explanation of what occurred during that particular game round, including the relevant game records, transaction history, timestamps and any other information necessary to substantiate its position.

It is not sufficient to simply tell a customer that they did not win without providing a satisfactory explanation when the customer is reporting a specific incident involving a substantial amount of money.

I therefore request that Hollywoodbets conduct a full and transparent investigation into the incident, including reviewing the relevant: If Hollywoodbets maintains that I did not win the amount, then I expect a detailed explanation supported by the relevant records showing exactly what happened during the game round in question.

This situation has left me extremely frustrated because I have contacted Hollywoodbets directly and, rather than receiving a satisfactory explanation or investigation, I was simply advised by Ntombi that I did not win the amount.

I am requesting transparency, accountability and a proper investigation — not a generic response.

I also want to make it clear that I take this matter seriously. If Hollywoodbets is unable or unwilling to resolve the matter satisfactorily and provide a clear, evidence-based explanation, I will have no option but to escalate the matter to the relevant provincial gambling regulatory authority for further investigation.

As a customer using a licensed gambling platform, I expect my gameplay, transactions and winnings to be accurately recorded and properly accounted for. When there is a dispute involving R2,500, I believe I am entitled to a clear explanation supported by the operator's own records.

I sincerely hope Hollywoodbets will investigate this matter properly and resolve it without requiring me to take the complaint any further.