Hollywood Bets HELP

Good evening Bob and Dave

Are you able to put me in touch with someone that can either make decisions in HW or perhaps someone that knows what is going on.

My query is as follows

Sunday afternoon, i requested an ewallet withdrawl. An hour later I got a text stating it was paid to me. So I decided I will draw it on Monday morning.

On Monday I tried to access my ewallet account and found out that FNB has locked my account. I call FNB and they confirm that whoever has sent me funds has actually requested a reversal therefore my account is locked. I was then busy all day amd in the evening i contacted the unhelpful,rude call centre whom lacks everything and was told the reason for this is due to the fact that HW has actually made an error and processed a certain batch of clients Withdrawals in ewallet as duplicate.

So from this point I can understand the reason. What aches me that I am being shoved from pillar to lolly to get a turn around time for my funds.

All things equal HW will not lay me a bet and wait 3-5 working days for payment therefore the same principal I want my funds. Or I want someone to tell me exactly when I will get my funds.

Many will wonder why I am using this facility when EFT is available. Well I sent my bank details update previously to no success. Therefore that's my one struggle.

Today I sent an email to a SimonB @ HW and no response. ( in his defence probably did not see my email YET)

I cannot understand why I should wait when they can confirm with the bank that the funds is there and cancel and rather send me what is due to me.

Never mind my many calls to clueless call centre agents and repeatedly requesting for a manager/supervisor. Two calls actually just rang constantly after selecting withdrawals department.

This is a total poor showing from what seems to be the fastest growing business.

Please point me to the right person if you can.

Hi Dean

I’m sure one of the HW guys will private message you.

I’m not 100% sure about E Wallet withdrawals but don’t they have a time limit that your get to access the funds?

Plus I hear FNB are trying to force their EWallet clients to open an account called “Easy Zero”

Cheers Bob. I hope someone can resolve it asap


Ewallet no time limit as it can remain in your profile for as long as you prefer. You login and populate a pin for when you would like to draw. The pin that is then generated normally lasts for a good few hours.

The ewallet daily withdrawal limit is 3k though.

On a normal day the ewallet (FNB) instant money ( STD Bank) Cash send (ABSA) works great.

And the only reason I use this option is because I cannot get my bank details updated with HW.

Sure you can update bank details yourself?

Negative.

Does not allow me too.
Possibly it's the first time being loaded . Who knows as here I am thumb sucking and making excuses for them.

Hi sorry to text on this but to my knowledge an e wallet is only valid 24hrs that's how I've got it.

Mossel wrote: Hi sorry to text on this but to my knowledge an e wallet is only valid 24hrs that's how I've got it.

I think you confusing the pin that us valid for 24 hrs.

Once the pin has expired, you are able to logon using the ussd code for fnb and obtain a new pin or even purchase airtime.

The reason for using eWallet aside, if it is offered as a payment option then it should be completed as such. The thread here is on why the delay in payment following an apparent error and reversal on their side?

I use the standard bank cash withdraw and never had a problem. As for service it’s non existent,I understand what you are going through with getting bank details loaded, it recently took someone I know nearly to months just to get fica done, their account was blocked for the two months, I saw all the emails sent ,must have been close to 100 emails and got silly replies. If you go onto hello peter you will find pages and pages of similar complaints.
In fact I find Hollywood to be one of the best bookmakers around but their staff need to be trained.

Hi Dean
I've seen your message, and I've sent this onto our team. I've asked someone to contact you asap with regards to your withdrawal, as well as someone to assist with your bank details. I apologize for the service you have received. This is not the level we adhere to, and we will address everything you have noted here. We will make sure you are assisted as soon as possible with the withdrawal.
Thank you
Devin

BATMAN wrote: I use the standard bank cash withdraw and never had a problem. As for service it’s non existent,I understand what you are going through with getting bank details loaded, it recently took someone I know nearly to months just to get fica done, their account was blocked for the two months, I saw all the emails sent ,must have been close to 100 emails and got silly replies. If you go onto hello peter you will find pages and pages of similar complaints.
In fact I find Hollywood to be one of the best bookmakers around but their staff need to be trained.

Hi Batman
Could you please private message me the name and contact details for your friend experiencing issues with their FICA documents. Even if his FICA has been sorted out, we want to find out why he was not helped out at the beginning. Our team want to look into this and address it. Alternatively you can email me on devinh@hollywoodbets.net.
Regards
Devin

I got a call from Grant who has resolved my query and further assisting with loading my bank details.

It's a pity that I had to resort to listing my query on here for resolution.

Thanks for escalating my query Dev.

Cheers.