Non-Payment of Withdrawal, Service Failures & Regulatory Escalation

Dear Hollywoodbets Management,

I am writing to formally escalate a serious complaint regarding the non-receipt of my withdrawal, as well as the unacceptable level of customer service and lack of accountability demonstrated by your support teams.

On 17 April 2026 at 00:24, my withdrawal was marked as “completed” on your system. As of today, 20 April 2026, I have still not received these funds. This is highly irregular, as my previous withdrawals have consistently reflected in my bank account within approximately one hour.

Since then, I have made repeated attempts to resolve this matter through your official support channels, with no success:

On 17 April at approximately 09:30, I contacted live chat and was assisted by Smangele Nyamakazi. I provided all requested documentation, including my bank statement. I was advised the funds had been released and told to wait 24 hours due to alleged bank delays. My bank has since confirmed that no such delay exists on their side. On 19 April at 06:30, I contacted support again and spoke to Phumelele Ngcayi. I was required to resubmit all documentation, indicating a complete lack of internal case management. I was issued ticket number and told to follow up in 4 hours. At 11:38, I followed up with Nobuhle M, who advised there was no feedback. At 13:40, I was then informed by Banele G that the resolution would take an additional 24–48 hours. This constant shifting of timelines is unacceptable. I requested escalation and management intervention, yet was deflected and told to call the call centre instead. This is not escalation—it is avoidance. I was eventually connected to Thabiso Zulu, who provided no meaningful update beyond stating that “team leaders are working on it,” after which the conversation abruptly ended just like all of the encounters with the help agents . On 20 April, I contacted support again and was assisted by Katelyn Naidoo, who advised there was still no feedback and that I should wait until the end of the day due to “weekend delays.” This raises serious concerns about your operational processes and your handling of customer funds. At no point during this process has there been:

Any proactive communication Any ownership of the issue Any urgency in resolving a financial matter involving a customer’s funds Any demonstration of empathy or professionalism Instead, I have been forced to repeatedly chase updates, re-submit the same information, and accept inconsistent and contradictory responses from multiple agents.

Let me be clear: this level of service is unacceptable for a licensed operator entrusted with customer funds.

I am giving Hollywood Bets time to resolve this however you have not and hence I have to go on to the social platforms and will be reporting you the gambling boards as you have breached regulation