Unhelpful service

I have had a Hollywood bets account for years and of all the sites available I have always enjoyed this the most in terms of navigation of the site and also when I have been into the stores they are very helpful.I persuaded my son to open an account and he also enjoys the site.He got 7 legs of an 8 leg multiple in last nite going into a postoned game tonite so decided to check the cash out.There was not cash out option so he phoned in.The guy on the other end was not rude but most unhelpful.Is cashout only available when they feel like offering it or like overseas sites is it available all the time.I wonder