I am writing in response to your decision to cancel 6–7 of my Cheltenham ante-post bets and to subsequently remove the entire Cheltenham ante-post market.
First, the volume of cancellations is concerning. This was not a single isolated wager but multiple bets placed in good faith, all accepted and confirmed by your system. The fact that several bets were affected strongly indicates a systemic pricing or trading error on your side, not any misuse on mine.
Second, the complete removal of the Cheltenham ante-post options immediately after cancelling these bets further suggests that the issue originated internally. If there was a genuine and obvious error, it should have been identified and corrected before accepting and confirming customer wagers.
At no point was I notified of any palpable error at the time of placement. The bets were displayed at the quoted odds, accepted, and recorded in my account history. I acted entirely within the rules and placed the bets based on the prices made publicly available by your platform.
I therefore request:
A detailed written explanation of the specific grounds under your Terms & Conditions for voiding each bet.
Clear evidence demonstrating that these bets constituted a “palpable error” under your published rules.
Confirmation as to why the entire Cheltenham ante-post market was removed immediately after these cancellations.
If this matter cannot be resolved satisfactorily, I will escalate the complaint through your formal complaints procedure and, if necessary, refer it to your Alternative Dispute Resolution (ADR) provider and the relevant regulatory authority.
I look forward to your prompt response.
In addition to the cancelled ante-post bets, I have now discovered that I am no longer able to place forecast or combination forecast bets.
I would like a clear explanation as to why these bet types have been restricted on my account.
Forecast and combination forecast markets are standard products offered by a bookmaker. Restricting access to them — particularly following the cancellation of multiple ante-post bets — gives the impression that my account is being commercially limited without transparent justification.
If this is a trading decision, please confirm:
Whether my account has been formally restricted.
The specific bet types affected.
Whether these restrictions are permanent.
The contractual basis under your Terms & Conditions for applying these limitations.
As a customer placing legitimate wagers within the markets you publish, I expect clarity and fair treatment. If you are operating as a bookmaker, then standard market access should not be selectively removed without proper explanation.
I am raising a further issue regarding my account.
I am now unable to repeat previously placed football bets. The system prevents me from placing the same or similar wagers, despite these being standard market selections that are openly available on your website.
This, combined with:
The cancellation of multiple ante-post bets
The removal of Cheltenham ante-post markets
The restriction on forecast and combination forecast bets
strongly indicates that my account has been materially restricted.
If that is the case, I require full transparency. Please confirm:
Whether my account has been stake-restricted or commercially limited.
What specific limits are in place (maximum stake, liability cap, product exclusions).
The contractual basis under your Terms & Conditions for preventing repeat football bets.
Whether these restrictions are permanent.
I also find it contradictory that while restricting my ability to place bets, I continue to receive prompts requesting reviews when withdrawing funds — as though the experience has been positive. From a customer perspective, the approach feels inconsistent and commercially selective.
If you are operating as a bookmaker, customers should be permitted to place legitimate wagers at the advertised prices, within published limits, without arbitrary prevention of repeat bets.
Unless this is resolved with a clear and reasonable explanation, I will escalate the matter formally through your complaints procedure and, if necessary, to the relevant ADR body.
I look forward to your detailed response.
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Hollywood Sportsbook UK is a licensed betting operator with extensive online casino games including slots and live games. It also offers a full boutique of sports and events as well as in-play offers, boosted odds and extended markets.
The company began as a small South African-based publishing company, Winning Form, publishing and distributing horse racing cards in 1986. The first branch was opened in Durban in 2000, and soon after, joined the online community.
Having launched in the UK at the end of 2019, Hollywoodbets has expanded its online portfolio, keeping up to date with current offerings, technology and looking at the best user experience. Hollywoodbets have also grown the sponsorships, events and branding around UK. Most notably being the principal partner of Premier League Football Club, Brentford FC.
Hollywoodbets is also active in South Africa, its country of origin, with close to 100 branches nationwide and a presence in Mozambique, Malawi and Kenya, while also widening the reach to include sponsorships and community outreach initiatives within these territories.
Hollywoodbets strictly prohibits access and services to people under the age of 18. For more information or enquiries, contact: support@hollywoodbets.co.uk. Please gamble responsibly. https://t.co/H0vygPeuPj
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