Technical issues during game play

I am unequivocally livid. You read about people complaining about being ****med by Hollywood bets and dismiss it as them being bitter losers, however, my incident, I really think that there is truth to these allegations.

As the matter stand, I was informed that my complaint will take 24-48 hours to obtain feedback. Upon doing two follow ups today and sending an email Matthew from your legal and compliance, I have not received a single response. This is really frustrating.

Gambling carries an inherent risk of losing but the key element is actually gambling. During the course of the 29/30 September, I made numerous deposits. I won and lost. However, on the 30 August at 3:46am, I won some money bringing my balance to around R18000. Immediately thereafter, multiple technical issues arose. These were not network issues due to a lack of connectivity on my side and I had taken some screenshots of these issues -

Problem communicating with wallet. Please try again.

Or

Sorry! Please try again.. Your previous game, Mystic Fortune Deluxe, is paused for a pending transaction. Please wait up to 5 minutes and reload the game, else contact support.

When these errors popped up, I was kicked out of the game and I had to restart. I logged back into my account and observed a substantial and unexplained reduction of several thousand rand from my balance. Despite being forcibly removed from the game due to the wallet communication error, my transaction history reflects continued play on Haberno – Mystic Fortune Deluxe. This indicates that the game continued wagering my funds automatically and without my consent or active participation. When I log back in after being kicked out, the same error occurs.

There is clear indication that is a problem. Ultimately, my account balance was reduced to zero, despite the fact that I did not gamble away the said funds. The presence of a Game ID linked to the wallet error provides traceability and places the onus on the operator to conduct a full audit of the affected rounds.

In light of the above, I hereby demand that, my account balance be reinstated to the correct value, reflecting the winnings accrued prior to the malfunction (estimated at approximately R18,000), or in the alternative, that I be compensated appropriately for the unauthorised depletion of funds by reversing all deposits amounting to R27000.00.

Furthermore, whilst I understand that malfunctioning due to technical errors voids payout. This issue did not occur during a payout but during ordinary play which resulted in the technical error, kicking me out of the game and depleting my funds. The said disclaimer is therefore not applicable.

In addition, while Hollywood bets may give other people the run around, I am an attorney, and either I am refunded or this matter will be prosecuted. Games must not, under any circumstances, continue playing without player input even after a technical issue.