HOLLYWOODBETS "S T E A L S" MONEY FROM PENSIONERS PURSE WITH NO REMORSE

If I could I would rate Hollywoodbets -10. Their customer service is pathetic, no actual care or consideration for resolving the matter. Their approach is to basically tell customers to wait 24-72hrs for resolve. Majority of the time you end up waiting longer than 72hrs only because YOU DIDNT FOLLOW UP! I have never heard of this is the customer service industry. Their agents are rude and arrogant with generic responses like "I understand how you feel and feel your frustration" No you dont Karen!!! If you did you would do more to assist a PENSIONER get access to HER credits on HER account.

My mum purchased and loaded an OTT voucher with the little cash she left with the hopes of enjoying her monthly game session. She looks forward to this so much especially considering she is bound to a wheelchair and doesn't get out at all for any kind of entertainment. Upon loading the voucher on the Hollywood website she immediately got an error that the voucher was incorrect or invalid. She tried to load the voucher a few more times and got the same error. The voucher couldn't be used on any other platform either however according to OTT customer service, the voucher was indeed redeemed by Hollywood bets.

She logged a call with Hollywood customer service via their chat option (03 July2025) . The agent advised it would take 24-72hrs to resolve, she was displeased however she took her sad self to bed hoping the next day she could enjoy her entertainment time. She logged on and checked her account regularly on the 04 July 2025 and was left utterly disappointed every time as there was no funds available.

On the 05 July 2025, today, she logged on eager to place her bets for the Durban July and once again there were no funds in her account. She messaged Hollywood to follow up and the agent told her she would escalate the matter and she must wait 24-72hrs for feedback because the agent whom she logged the original request with did not generate a ticket number???? Can you imagine how frustrated she was??? A 73 year old lady having to relay the same thing over and over again because she cannot enjoy a luxury she has paid for. That is with agents that dont care 1 iota about helping her instead all they do is make her hold on, waste her airtime and then tell her they cannot help and she must wait even longer!

With her heart rate spiking every passing second whilst on this chat she was left light headed and flushed. I then called Hollywood to let them know this was ridiculous, TAKING MONEY FROM A PENSIONER and making her wait days on end to get what she paid for. Still nothing, no resolution! or no offer to do anything other than "Escalate" the matter!!! Even after mentioning the unnecessary turmoil this is causing my mum and pleading that they just expedite the matter.... absolutely nothing.

4pm 05 July 2025, Follow up again and the response '"The matter was only escalated by my mum today and therefore she would have to wait 24-72hrs for a response"

Hollywoodbets Multimillion Rand Company and yet they cannot credit a PENSIONERS account with the R100 voucher she purchased. The money is essentially with Hollywoodbets in their account however they require 24-72hrs with extensions everyday and numerous follow ups from the customer before they can provide the service/product they promised.

What am I missing here??? Hollywoodbets offers service in exchange for payment....the customer pays however Hollywoodbets does not provide the service and even after numerous complaints from customers they dont feel the need to rectify this, apologize or even explain themselves??? Instead they stonewall and refuse to take accountability.

SHAME ON YOU FOR TREATING ELDERS AS POORLY AS YOU DO!!! Imagine how many more there are out there.... How many more that loaded vouchers and did not receive their credits... How many more that never questioned it because they did not know how too or did not have the help....How many more that were old and tired of dealing with the stressors of multiple agents and calls and ticket numbers...

SHAME ON YOU HOLLYWOODBETS!!!!