Hollywood Customer Service is simply unacceptable

This is NOT the way to treat your customer / income stream !! I cannot agree with people being treated this way and don't see how anyone that does treat their income stream like this can continue to have an income and a business

I had many multiples with Bordeaux yesterday as well as a straight win bet on Bordeaux for R500-00 and I see these bets got cancelled without any reason and without notification and furthermore without any payouts of the rest of the multiples part of the bet that was also winning tickets? This is completely unacceptable and without any notification so how could this happen??

This is completely unacceptable customer service, the bets payouts that was cancelled was over R20,000 in winning??

The message that was given was a "LATE BET" but the bet was placed and accepted way before the game started placed 15:20 (3:20pm) when the game was only 6 hours later??

It came with a combination of many other winning tickets as well and I placed another single win bet on Bordeux later than the 3:20pm ticket and that one was accepted .... if you want to run a professional outfit then customer is key and communication is paramount... I have not had an email or phonecall or anything to explain how over R20k of winning tickets was just cancelled??

11-Dec-2016 15:20 28377294318 Gauteng Internet Cancelled (Late Bet) N/A 500.00 R 1 025.05 Full Time-0 3. Bordeaux Cancelled View

other multiples ( a multitude of multiples) was just cancelled and nothing paid out on the Bordeux win ??


11-Dec-2016 21:29 28377547557 Gauteng Internet European Champions Cup - Exeter Chiefs vs Bordeaux N/A 2 139.72 R 2 192.23 Full Time-0 3. Bordeaux Paid Out View
11-Dec-2016 21:29 28377295288 Gauteng Internet Scottsville - Race 2 N/A 52.51 R 2 192.23 M/Win 3. Variscite Paid Out View
11-Dec-2016 19:20 28377547557 Gauteng Internet European Champions Cup - Exeter Chiefs vs Bordeaux 1 642.11 497.61 R 0.00 Full Time-0 3. Bordeaux Paid Out View
11-Dec-2016 19:00 28377295309 Gauteng Internet Scottsville - Race 2 N/A 107.91 R 497.61 M/Win 3. Variscite Paid Out View
11-Dec-2016 19:00 28377295304 Gauteng Internet European Champions Cup - Montpellier vs Castres N/A 41.60 R 497.61 M/Full Time-0 1. Montpellier Paid Out View
11-Dec-2016 19:00 28377295300 Gauteng Internet Scottsville - Race 2 N/A 83.29 R 497.61 M/Win 3. Variscite Paid Out View
11-Dec-2016 19:00 28377295298 Gauteng Internet Scottsville - Race 2 N/A 107.91 R 497.61 M/Win 3. Variscite Paid Out View
11-Dec-2016 19:00 28377295294 Gauteng Internet European Challenge Cup - Bristol vs Pau N/A 32.00 R 497.61 M/Full Time-0 1. Bristol Paid Out View
11-Dec-2016 19:00 28377295292 Gauteng Internet European Champions Cup - Montpellier vs Castres N/A 41.60 R 497.61 M/Full Time-0 1. Montpellier Paid Out View
11-Dec-2016 19:00 28377295287 Gauteng Internet Scottsville - Race 2 N/A 83.29 R 497.61 M/Win 3. Variscite Paid Out View
11-Dec-2016 19:00 28377544038 Gauteng Internet South Africa 7s - New Zealand 7s vs Scotland 7s 1 125.47 1 324.08 R 0.01 Handicap-0 1. New Zealand 7 (-9.5) Lose View
11-Dec-2016 17:22 28377304336 Gauteng Internet Scottsville - Race 4 N/A 137.24 R 1 324.09 Open/Pick 6- (4) - 41160 Combination(s) - 0.0026419 Time(s) Paid Out View
11-Dec-2016 16:47 28377295299 Gauteng Internet Scottsville - Race 2 N/A 67.90 R 1 186.85 M/Win 3. Variscite Paid Out View
11-Dec-2016 16:47 28377295293 Gauteng Internet European Champions Cup - Montpellier vs Castres N/A 26.00 R 1 186.85 M/Full Time-0 1. Montpellier Paid Out View
11-Dec-2016 16:47 28377295286 Gauteng Internet Scottsville - Race 2 N/A 67.90 R 1 186.85 M/Win 3. Variscite Paid Out View

Hi Loopy
I believe our events manager has contacted your with regards to this incident and everything has been resolved.
Regards
Devin

hopefully in favour of the client ??

ElvisisKing wrote: hopefully in favour of the client ??

Hi guys,

Thank you to Dev,u Richard & Patrick at Hollywood that have resolved my issue now. The Bordeaux price was posted incorrectlyand they have now paid out all my bets at the revised price, so been resolved fairly and punctually

Many thanks to all concerned.

Good to experience prompt and effective resolution of issues once mistakes arises, hence appreciate the efforts

Regards,

Dev, I normally take 5 away Teams in Soccer, Basketball, Handball, etc that are odds on favorites. What happens if one of the Away Teams was incorrectly priced and was it closer to even money or higher and the Team lost. Would I have got the higher price and hence my bet would have lost or would you consider that I would not have chosen the Team in the first place as it was not odds/deep in the red. Thanks.

naresh wrote: Dev, I normally take 5 away Teams in Soccer, Basketball, Handball, etc that are odds on favorites. What happens if one of the Away Teams was incorrectly priced and was it closer to even money or higher and the Team lost. Would I have got the higher price and hence my bet would have lost or would you consider that I would not have chosen the Team in the first place as it was not odds/deep in the red. Thanks.

Hi Naresh
I'm not sure your approach with this question, but I will state a few things:

1) All clients agree to the terms and conditions of Hollywoodbets when they login to their account.

2) Once a bet has been placed, the client can view his bet to make sure it is correct.

According to our terms and conditions:
Once a transaction code or ticket has been logged or issued to you, bets may not be cancelled or changed by you under any circumstance. It is your responsibility to ensure that the details of all bets are correct. If you dispute the nature, type and odds in respect of any bet Hollywoodbets’ transaction log database will be final and binding in determining the outcome of that dispute.

3) If the client has made a genuine mistake and the bet needs to be cancelled then he needs to call immediately. Any price changes will not allow a cancellation.

You cannot go after a match has ended and resulted that you "picked the wrong team", or that it was "different to your betting pattern" - as this opens a whole can of worms. Our rules, terms and conditions are there for a purpose.

I am not sure of the intention with your question but Hollywoodbets I believe will always do what's fair. But our fairness is there to treat our customers with respect, as well as to earn theirs.

I hope this answers your question.

(Please note this reply is only to Naresh's question - not with regards to Loopy's original post)

Thank you for your response and I know you bound by the T&C's.

What I want to know is if the error was created first by the bookmaker by laying the incorrect price, for instance, if a price of a Team is priced up incorrectly for instance the Team was suppose to be 14/10 but the bookmakers have priced up the Team at 5/10, do you get the correct price of 14/10 or will that bet become void because you would have not wagered the bet in the first place as the Team was not the favorite to win. Thanks.

Naresh who decides it's incorrect?

When it's an obvious typo I would say yes

But when you bet Arsenal in the cup on Monday and 24 hours later they announce a schoolboy 11 its call tough shit ?

I have seen the T&C's...You will get the revised price.

Correction of Errors

Hollywoodbets reserves the right to correct any errors in odds offered by Hollywoodbets at any time by substituting the corrected odds as determined by Hollywoodbets, in its sole discretion in respect of the event concerned, for the original Hollywoodbets price, regardless of whether or not the bet has been struck, in which event you will be deemed to have been offered and where applicable, accepted and accordingly the bet to have been struck at the corrected odds.



Hollywoodbets reserves the right to correct any errors in sports betting handicaps offered by Hollywoodbets at any time by substituting the corrected sports betting handicaps as determined by Hollywoodbets, in its sole discretion in respect of the event concerned, regardless of whether or not the bet has been struck, in which event you will be deemed to have been offered and where applicable, accepted the corrected sports betting handicaps and accordingly the bet to have been struck at the corrected sports betting handicaps.



Hollywoodbets reserves the right to correct results where they have been previously incorrectly processed and paid. Hollywoodbets accounts which have been incorrectly credited with incorrect winnings as a result will be adjusted to reflect the corrected position or where customers are incorrectly paid in cash with incorrect winnings, then the incorrect winnings will be deducted from customers’ Hollywoodbets account, and account holders hereby authorise Hollywoodbets to do so and also waive all and any claim which they may have against Hollywoodbets for payment of any amount incorrectly credited to their accounts or incorrectly paid to them in cash.



Any error in venue, time, date, team composition, identity of any competitor or result of any past event in respect of any event advertised by Hollywoodbets, shall not entitle the customer to a refund of stakes or to avoid the bet concerned.

Bob Brogan wrote: Naresh who decides it's incorrect?

When it's an obvious typo I would say yes

But when you bet Arsenal in the cup on Monday and 24 hours later they announce a schoolboy 11 its call tough shit ?

Typo errors are understandable. I have no qualms. I am talking about sports with two results. If you take the 5/10 as you are thinking its the favorite to win the game only to realize they are not, what happens then as you would have not placed the bet in the first place.

You can change the Topic Heading Bob as it will create a misunderstanding. Thanks.

I don't think the book will go out of their way to advise and credit you with adjusted odds should you have been done in. The terms are geared toward assisting the bookmaker more than the customer in matters of human or technical error.

I suppose the onus is always on the person placing the bet to ensure that all is correct, even if SA bookmakers are pi#* poor at the best of times.

In my opinion, if you were to place a bet at 5/10 when it "should have" been 6/4, I don't think you'll be contacted and offered the correct odds. You would have to do the contacting and even then, how does one prove what the correct odds should have been?

You could point to other bookmakers' or to the price of the other team/player, but individual books set their own prices and can rightfully claim the prices to be their own price and therefore correct.

What if the other side of the 2-way market is priced correctly and the side you bet on is woefully shorter than it should be?

Odds and payouts will be quickly adjusted if it affects the book negatively, you'll have to ensure everything is "correct" on your end. It's business and we all just have to deal with it unfortunately.

naresh wrote:

Bob Brogan wrote: Naresh who decides it's incorrect?

When it's an obvious typo I would say yes

But when you bet Arsenal in the cup on Monday and 24 hours later they announce a schoolboy 11 its call tough shit ?

Typo errors are understandable. I have no qualms. I am talking about sports with two results. If you take the 5/10 as you are thinking its the favorite to win the game only to realize they are not, what happens then as you would have not placed the bet in the first place.