1. #1
    dark_knight
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    Hollywoodsportsbook Issue Resolved

    EDIT: Hollywood fixed this very quickly and have credited the bonus to my account!

    Not sure if I have a legitimate complaint here. I received an email from them advertising their 22% new management anniversary bonus, encouraging me to deposit using the appropriate code. I did so but no bonus was added. So I went on live chat who said they'd look into it and have today received an email informing me that "per management you are not eligible to receive any reload bonus".

    Now I have no problem with being told I am ineligible for further promotions, but feel I should have been told this at an earlier stage before being encouraged to deposit (especially as I have now incurred fees in doing so). I replied pointing out that I thought this was unfair but have just received a reply saying that the promo cannot be added to the account.

    Seems a bit like a bait and switch? Again, I don't mind being excluded as long as I'm told first. I now know I'm not eligible for future promos but feel they should add this one, or at least refund incurred fees.

    Besides this I've always been treated fairly here and received very fast payouts.
    Last edited by dark_knight; 07-07-11 at 03:49 PM.

  2. #2
    Hareeba!
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    Quote Originally Posted by dark_knight View Post
    Not sure if I have a legitimate complaint here. I received an email from them advertising their 22% new management anniversary bonus, encouraging me to deposit using the appropriate code. I did so but no bonus was added. So I went on live chat who said they'd look into it and have today received an email informing me that "per management you are not eligible to receive any reload bonus".

    Now I have no problem with being told I am ineligible for further promotions, but feel I should have been told this at an earlier stage before being encouraged to deposit (especially as I have now incurred fees in doing so). I replied pointing out that I thought this was unfair but have just received a reply saying that the promo cannot be added to the account.

    Seems a bit like a bait and switch? Again, I don't mind being excluded as long as I'm told first. I now know I'm not eligible for future promos but feel they should add this one, or at least refund incurred fees.

    Besides this I've always been treated fairly here and received very fast payouts.
    What reason did they give to explain your ineligibility ?

    Did you read all the fine print / t+c relating to the bonus offer ?

  3. #3
    HedgeHog
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    You have a legit complaint. Hollywood stole in the past and now claim "old" management excuse. Now they're fukking clients with this new offer. Nothing has changed at Hollywood. New management, same thief activity.

  4. #4
    dark_knight
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    Quote Originally Posted by Hareeba! View Post
    What reason did they give to explain your ineligibility ? Did you read all the fine print / t+c relating to the bonus offer ?
    No reason was given other than "management decision". I am, however, up a fair bit there and last received a withdrawal end of May so don't have a problem with them denying bonuses; I just feel I should have been told first.

    T&C's in email were:

    Terms and Conditions

    • Open to all existing Hollywood account holders
    • One time use only
    • Cannot be combined with other offers
    • Once you have made your qualifying deposit, email us at Hannah@hollywoodsportsbook.com
      with your name, CID# and FREE HAT in the subject line
    • Hats will be sent no later than the first week of Aug 2011
    • We must receive your email by Aug 2nd 5PM est to receive the hat
    • Max bonus $250
    • Standard Hollywood rollover is required
    • Hollywood reserves the right to change, modify or terminate this promotion at any time
    • Void where prohibited by law
    • General terms and conditions apply
    General terms too long to quote but given here:
    http://hollywoodsportsbook.com/rulesodds/

    The email mentioned above is for a free hat, in addition to the reload bonus.

    Again, I don't mean to make them out to be a bad book. They've always paid me extremely promptly in the past and been very helpful - I just feel this is a bit unfair. I just checked my account messages to see if they had previously sent me a message there about ineligibility but don't see anything.
    Last edited by dark_knight; 07-06-11 at 05:52 PM.

  5. #5
    Hareeba!
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    well, if you haven't breached any of those general terms and conditions it would certainly seem they have made a grossly unfair "management decision" and you should file an SBR complaint

  6. #6
    Bill Dozer
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    Players should always verify before hand. Usually a good book will refund you in full in this situation.


    Ironic, management says you cant have the "management bonus"... We will show them this thread. Good luck.

  7. #7
    durito
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    Quote Originally Posted by Hareeba! View Post
    well, if you haven't breached any of those general terms and conditions it would certainly seem they have made a grossly unfair "management decision" and you should file an SBR complaint
    yea good luck with that

  8. #8
    dark_knight
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    Quote Originally Posted by Bill Dozer View Post
    Players should always verify before hand. Usually a good book will refund you in full in this situation.


    Ironic, management says you cant have the "management bonus"... We will show them this thread. Good luck.
    Thanks. I guess you're right I should've checked first. Moneybookers currency conversion fees from GBP to USD about $20 here so not much and normally I'd be happy to pay them, although I obviously would now have to pay them a second time on a withdrawal so I'll play for a bit anyway.
    Last edited by dark_knight; 07-06-11 at 06:07 PM.

  9. #9
    Bill Dozer
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    DK,They see they made an error and will get back to us tomorrow on what they will do about it.

  10. #10
    relaaxx
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    Quote Originally Posted by Bill Dozer View Post
    DK,They see they made an error and will get back to us tomorrow on what they will do about it.

    i think they will fix this. also think someone told me the main guy there(hollywoodsb-bob) is on vacation.

  11. #11
    dark_knight
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    Quote Originally Posted by Bill Dozer View Post
    DK,They see they made an error and will get back to us tomorrow on what they will do about it.
    Good to hear, thanks

  12. #12
    dark star
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    Solid book IMHO

  13. #13
    KilltheBitch
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    Quote Originally Posted by dark star View Post
    Solid book IMHO
    I agree. They have been very responsive and creative since their new management team was put in place over a year ago regardless of what HH believes about that. I have nothing but positive experiences for 4 years now
    I have won numerous contests and every week they have new content on the site some useless but always entertaining I think.

  14. #14
    SBR Lou
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    Hollywood tells us that the player will receive the bonus. It's not his fault he received the bonus email in error.

    We're glad that this one is being resolved in a good faith manner.

  15. #15
    djefferis
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    Glad to hear, shows that a lower rated operation/non sponsor can be fair, but also a good lesson. Always ask first.

    In this case the acct holder was very reasonable, admitted to being up and that they had a reason to not give the bonus, but was just asking.

    Very to see both parties behaving ethically and the OP got what he deserved. Glad to see it and BOL to him in cashing on this deposit

  16. #16
    relaaxx
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    Quote Originally Posted by Lou View Post
    Hollywood tells us that the player will receive the bonus. It's not his fault he received the bonus email in error.

    We're glad that this one is being resolved in a good faith manner.
    good to hear -- not even a compromise, just give him the whole bonus. love playing there. they are very creative with bonuses and contest stuff and seem to handle problems or disagreements fairly. the 1 thing that i still think should happen, is to give the people on this forum that got ripped off with the retroactive correlated parlays when they were under the old management a substantial amount of thier loses. i do find it hard to believe that noone except the players claim to know the amounts of the losses.

  17. #17
    ucbearcats1027
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    there u go man no reason to cry about a bonus just win

  18. #18
    iceminers26
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    Glad everything worked out for you... I was going to deposit last week at HW but when I asked the rep what the average timeframe has been on payouts of late and she responded with 6 to 8 weeks, I went elsewhere.

  19. #19
    Border Gadgie
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    Cant comment on the previous owners/management but have enjoyed playing there so far, they seem to be working hard at doing the right thing.

  20. #20
    TrevorCantona
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    Quote Originally Posted by iceminers26 View Post
    Glad everything worked out for you... I was going to deposit last week at HW but when I asked the rep what the average timeframe has been on payouts of late and she responded with 6 to 8 weeks, I went elsewhere.
    Always been paid next day. Last payout about 4 weeks ago.

  21. #21
    iceminers26
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    Quote Originally Posted by TrevorCantona View Post
    Always been paid next day. Last payout about 4 weeks ago.
    that's good for you, just going on what rep told me on live chat when I asked the question

  22. #22
    dark_knight
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    Thanks to Hollywood and SBR Very impressed this was resolved so quickly! Will update the first post to reflect this.

    Thanks again

  23. #23
    durito
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    Quote Originally Posted by Lou View Post
    Hollywood tells us that the player will receive the bonus. It's not his fault he received the bonus email in error.

    We're glad that this one is being resolved in a good faith manner.
    you have advertisers that do this weekly and you donīt do shit about it (intertops)

  24. #24
    Hareeba!
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    Quote Originally Posted by Lou View Post
    ... It's not his fault he received the bonus email in error.
    interesting contrast to the way Paddy Power behaved when they sent emails to portsbo when they shouldn't have and then denied him his winnings

  25. #25
    King_Suckerman
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    Quote Originally Posted by durito View Post
    you have advertisers that do this weekly and you donīt do shit about it (intertops)
    yep, youwager as well

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