Hollywoodbets Sluggish Response To Enquiries & Disputes

I’m not sure whether to be happy or sad that you are really prompt when issues are raised on hellopeter.

The deposit query was expeditiously resolved. Made me wonder why it took 8 months to sort out something that took less than 10 months to resolve. Many thanks though.

Now I await the conversation regarding the disputed outcome on my football ticket. The deposits people assured me that the help desk supervisor would get in touch. So I’m also watching the clock on this one, which result I’ll certainly post in conclusion or continuation as the case may be!

Hi Shanaaz,

I was in touch with one Bongumsa Mkondo. I vehemently dispute 2 matters:
1. His interpretation of terms and conditions he himself sent to me
2. That there was no extra time in the match between Stuttgart and Arminia Bielefeld When the site shows what the result was after full time and what it was after extra time
3. That apart from him I cannot escalate this matter for further (and fair) arbitration

Obviously point 3 is a result of pointS 1 and 2.

I therefore ask from you, who is the next level of dispute resolution apart from him?

Morning Shanaaz

I wish everyone at Hollywood was as energetic and pragmatic like yourself. While you are quick to respond via this informal channel, the formal channels are lethargic, frustrating and unconvincing.

Because of the sluggish response, I have to wish our dirty linen in public to draw your attention:

Here are the facts:
Stuttgart and Armenia Bielefeld played a friendly match on the 23rd of July this year. This game lasted 120 minutes. These 120 minutes constituted Normal regulation time of 90 minutes and 30 minutes extra time because the teams were deadlocked after the 90. The scores were 2-1 at first half, 2-2 after normal time, 4-2 at first half extra time and 5-2 after second half extra time.

Most site, as this was a friendly match, publish the final score after extra time as 5-2. I played the market home draw under 4.5, and this clearly happened. I have forwarded many sites and screen shots which clearly show the 3 Additional scores were scored in extra time. This is a material fact.

This platform doesn’t allow pictures and screenshots, I’d have published them for all to see.

From Hollywood’s side, they are refusing to acknowledge, in spite of proof, that extra time was played to separate the teams. I’ll pause here for an instance.

The people who have phoned me seem to be frontline desk agents incapable of interpreting and comprehending their own ts & cs. They come across as conveyors of information from somewhere else. The problem is when I raise a factual objection, they continue to parrot that which they have been advised to say. Obviously, in a dispute, you need to speak with authoritative people with decision making powers and ability to concede revision. There is obviously a clear and obvious error from this game’s results interpretation and that can be rescinded by consideration of the facts.

The bone of contention is rule 1 which defines game duration. It clearly states that normally the duration is 90 minutes. It then makes an exception for 2 markets viz which team to qualify and which team to win the cup. It further makes a distinction in defining period of duration for minor competitions, youth games, special considerations like covid times etc. Friendlies are considered in this definition.

The terms and conditions clearly state that a game can be any duration, less then 90, exactly 90 or more than 90 minutes. I also agree and you have to agree as well. The agents quickly throw this at me trying to imply the game was 120 minutes.

They conveniently leave the bracketed clarification on this particular rule. The term in brackets clearly states (excluding extra time). I am saying, and can prove, that extra time was played in this friendly. The results are available.

The ts and cs are clear that regardless of the duration, extra time will never be part of the consideration. I contend, and can prove that the results where 2-1 at first half, 2-2 at full time, 4-2 at first half extra time and 5-2 after extra time.

This is the issue. Hollywoodbets must accept that this is a clear and obvious error that disadvantaged myself. Hollywoodbets does explain how revision of odds and/results may happen in infrequent occasions. This is one such instance.

As this is a rare outcome, I’m asking for a senior employee to review and access this matter. I can’t be making this up, but it calls for a managerial review basis the contractual agreement between Hollywood and account holder based on truth, honesty and fairness. I don’t want to speak to those front desk people who have no decision making powers.

These types of disputes can never be adequately resolved by writing, we need to engage and agree on points of view. I write because I seem to be hitting a brick wall.

Shanaaz, please assist in this instance!

As previously alluded to, these type of disputes need speaking to each other, not writing to each other. The helpdesk is faceless and has resorted to writing in response, despite promises to call with feedback. So the progress is minuscule. The only person who called was one Musa Mkondo, whose competence, misunderstanding and impartiality I still question to date. Let me explain why below:

He was the first respondent to my objection. At that point the matter appeared straight forward and I hadn’t conducted detailed research around this matter. He was forcing me to accept his wayward imposition which is why I ended up asking for the terms and conditions, which link he sent. And it turns out the terms and conditions actually support my argument further. On his part, I don’t know whether it is genuine misunderstanding and not deliberate misrepresentation of facts and terms & conditions.

What is my objection:
It is Hollywoodbets misinterpretation of their own terms and conditions. While we are all referring to the same clause, being 1.1 paragraph 2, which I insert below:

“The norm is for the allocated time to be 90-minutes but the exceptions to this rule are, inter alia, in relation to friendly matches, youth matches, minor competitions or any match which may be scheduled for more or less than 90 minutes, where all match markets will be settled based on the actual result when the game finishes (excluding any extra-time), irrespective of whether 90 minutes is played.”

That clause is explicit in that regardless of what the duration of the (friendly) game is, it excludes extra time. This is in brackets. These are Hollywoodbets terms and conditions, not mine. These are what govern the relationship between company and account holder. It’s the principle that should be honoured, with respect!

The game between Stuttgart and Armenia Bielefeld had EXTRA TIME. The terms are clear that EXTRA time is not included. The results before extra time were 2-2. The results after EXTRA TIME were 5-2. I played the market home-draw under 4.5. By the operation of the terms and conditions, the 2-2 result before EXTRA TIME is relevant for this case, not 5-2 which is an AFTER EXTRA TIME result. It’s the terms and conditions.

Was EXTRA TIME played in this match?
Absolutely YES.

How do we know EXTRA TIME was played?
Please refer to the sports betting results links below:

https://www.flashscore.com/match/bk1v5kri/#match-summary/match-summary

https://m.aiscore.com/head-to-head/soccer-arminia-bielefeld-vs-vfb-stuttgart

With this in mind, how then do we include EXTRA TIME?

Why then does my ticket lose?