Complaints

This profile includes complaints for B C Lottery Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  B C Lottery Corp

  74 W Seymour St Kamloops, BC V2C 1E2

• 

  B C Lottery Corp

  2940 Virtual Way Vancouver, BC V5M 0A6

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:24/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Playing sports action, the wording on the bet is “both teams total goals over/under 4.5” I bet over on the game ( Washington vs St Louis) on January 18, 2024. Final score was 5-2 for Washington so total goals was 7, so my over bet of 4.5 should be a winner. When I complained I wasn’t paid BC Lottery resolution department said each team needed to score over 4.5. That’s not what was specified on their website. Just to confirm my understanding wasn’t a mistake I used AI ( *******) to tell me the meaning of “ both teams total goals over4.5” and it said “both teams total goals over 4.5 means the combined goals scored by both teams in a sports match must be more than 4.5 for the bet to be successful. I feel that I should have been paid for the ticket & all other tickets that bet that game with the over should be paid. It’s deceptive practice when a supposedly trusted government agency is cheating consumers. I have pictures of the ticket and the interpretation of the wording of the bet. My bet ID is ****************.

  Business Response

  Date: 28/01/2024

  This wager settled correctly. Although this market can be confusing for players we have done everything we can to help players out. We have added a blurb on the market so that players know that results are based on individual teams score and not a combined total. Please see the red box outline in the screen cap attached that clearly states "Results are graded on individual team Total Goals scored, not a combined total." This would have been visible to the player at the time of making their wager. 

  The only rules and regulations that apply to sports bets made on *********** are those listed on ***********.

  Search results generated by AI technology *** ******** ******* ***** ***) or search results found on other sports betting pages do not apply to *********** and do not override the rules and regulations that we have laid out for our players. 

   

   

  Customer Answer

  Date: 29/01/2024

  
  Complaint: ********
  
  I am rejecting this response because you can see my previously attached screenshot of my bet, it doesn't have the disclaimer that you're stating.  It states "both teams total goals over/under 4.5".  Nowhere does it say that each team needs to score over 4.5.  Please see the screenshot instead of a generic message.
  
  Sincerely,
  
  *** ***

  Business Response

  Date: 01/02/2024

  We reviewed the player's screenshot during the initial escalation to the BBB, what they have attached is a screenshot of their bet slip AFTER the wager was made, not at the time of creating the wager. The screenshot that we sent to the BBB was what the player would have seen at the time of creating their bet slip, the disclaimer would have been visible PRIOR to the player finalizing their bet. 

  We have also sent this information to the player directly through Playnow Support as they have been contacting us directly, they responded by sending us a video of them creating a bet for a "Total Goals Market" to demonstrate that the disclaimer wasn't there, which is correct as it's a different market with different rules and not what the player initially bet on, the player is disputing the wager for "Both Teams to Score Over/Under Market" which does have the disclaimer. We replied to the player directly today to explain that. 

  It is a player's responsibility to understand the rules of the game prior to placing a wager, we have support agents available 7am to midnight on the phone and 24 hours a day on live chat to also help players who may have questions about their sports markets. We cannot change the payout rules because a player was confused or feels mislead. As mention several times now the disclaimer was also there to help avoid confusion.

  Customer Answer

  Date: 01/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I don’t agree that the wager has small print and not making it more clear to the public when accepting a bet. Other gambling site make it very clear what a bet is.   Why write “both teams total goals over/under xx” to add confusion? Why not write something more specific to the wager like “each team’s goals over/under xx”? It’s not my job to understand all your disclaimers it’s your job to make it easy for the general public to understand.  
  
  Sincerely,
  
  *** ***

  Business Response

  Date: 14/02/2024

  Please refer back to our initial screenshot. This is not fine print. 

  While we can understand that it can be frustrating to make a bet in error, players are still responsible for understanding their wager. Rules and regulations are posted on our site, the disclaimer was on the betslip prior to finalizing the wager, and as mentioned in our previous response support agents are available to assist players who have inquiries. 

  We cannot payout winnings for a bet that didn't win. The player wagered on  'Both Teams Total Goals Over/Under' rather than the 'Total Goals' market but took screenshots of 'Total Goals' market. The market they wagered on did not win, we also cannot reverse wagers after they have settled. 

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date ranges from January 2023 - may 31, 2023 Bclc has a habit of rigging games, without any oversite of any regulatory athority with their online gaming, it is very probable that within bclc they take advantage of people, unlike traditional slot machines which have a higher probably of even a win compaired to their online platform. They rig only 2 - 3 games to pay out within 10 spins, then the rest are rigged to not pay out at all. Bclc should be throughly investigated into their practices, and compensate all those who they took advantage of including myself.

  Business Response

  Date: 20/06/2023

  Thank you for reaching out to us. We don't see any calls in to our customer support centre from you since October 2021 and none of those calls mention any concerns for your game play. If you have further details we would be happy to investigate the matter further. 

  Regarding integrity concerns in general, because we are a Crown corporation, we operate under and are monitored by the ************************************ (****) and must adhere to the Technical Gaming Standards for *************** Systems (TGS5) document. Just to give you a bit of background information, Section 4.1.1 of TGS5 refers to technical integrity standards that BCLC meets with all software related to PlayNow.com. To ensure integrity, BCLC receives certification from a third party testing company for gaming software that *** determine the outcome of play for both slot and table games. BCLC also undertakes internal testing, and both the third party certification and internal testing results are submitted to ************************************ (****). Gaming software suppliers also undergo a stringent registration process and background investigation by the ************************************ (****), which reports through to the Ministry of Finance.

  The outcome of our games on ******* are handled by a Random Number Generator (RNG) computer program that ensures a random outcome for each play/hand dealt.  This system is subject to BCLCs quality assurance testing, and all of our games are certified by an independent laboratory.

  The chances of winning can change depending on the game you choose, the amount of the wager you place, and how many lines you decide to play.  Some games pay smaller prizes more often and have more bonus games, while others *** pay out more in the middle and top prize categories.  We include the Return to Player information on all of our slot games, etc. and the percent payout is theoretical.  It really comes down to the fact that after thousands or millions of games you play, the laws of probability allow some players to win, some to lose and others to walk away even. For example, when you play Baccarat on ******* with a *****% payout over the life of the game, it does not mean that you will leave with *****% of the money you have played. 

   

  Customer Answer

  Date: 21/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Although they are saying they use a third party for testing of their online random generator, the fact that this system can be easily ***********, as well the games specific to the complaint are not in question.

  I have done these tests myself, on average 5 - 10 games can be randomly selected to have a higher turn out than others. 

  Other games are switched off, you can take the lowest bid possible, run $100 at  $.05 not have a single winner.

  When laws of probability when you are running that many spins there should be a point where 1 spin should have come up within a win unless the system has been ***********. 

  And yes I have not contacted their customer support line, cause that would have achieved nothing, in every link I got for a survey, I clearly stated the reasons I don't like bclc because games are ***********. 

  Other online casinos like ***** **** actually have much higher payouts, on all levels and they are regulated to a specific standard of conduct. 

  How is it bclc who is apparently scrutinized to the same standard so it would seem has a completely different standard of play. 

  Bclcs site is also plagued with issues, from dropping you out of a game do to any sort of random error, negates any jackpot progress, makes you restart everything over again, and causes you to like to a different server.

  Many practices are slimy, I know Other people that as soon as they won any decent payout, all of a sudden there is a technical error on their next spin, they need to leave that game, resign in because they were just logged out, and then yet again reconnect to a different server. 

  I have has these same issues which I have brought up to the attention  of bclc before. 

  And the reason why I have refused to call is specifically in backlash or retaliation. 

  There are a couple casinos where I go and watch live performances and eat, I don't really want retaliation from entry like has been done to others who have complained. 

  And clearly the surveys taken did not lead to any resolution, so why would I not take it to another step 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 28/06/2023

  Please see below for our responses to the players specific statements.

  Q: Although they are saying they use a third party for testing of their online random generator, the fact that this system can be easily ***********, as well the games specific to the complaint are not in question.
  A: Games cannot be easily ***********, as mentioned in our first response. If you have a real time example of an integrity concern we would be happy to investigate the issue. We cannot deal in hypotheticals.
  Q: I have done these tests myself, on average 5 -10 games can be randomly selected to have a higher turn out than others. 
  A: All game results are random; you cannot guarantee higher wins by picking specific games. The average return to player for each game can be found in within the game.
  Q: Other games are switched off, you can take the lowest bid possible, run $100 at $.05 not have a single winner.
  A: I am not sure what you are referencing when you state that other games are switched off. The amount you select to wager per spin or the number of lines does not change your chance to win, this is still random. The wager amount affects the amount a win will pay out.
  Q: When laws of probability when you are running that many spins there should be a point where 1 spin should have come up within a win unless the system has been ***********. 
  A: We are not sure what laws of probability you are referencing but the average Return to Player (RTP) is listed in the Game Conditions for all our games. If you have specific games that you are concerned about we will need examples. Please keep in mind the return to player is an average over time.
  Q: And yes I have not contacted their customer support line, cause that would have achieved nothing, in every link I got for a survey, I clearly stated the reasons I don't like bclc because games are ***********. 
  A: Without being able to talk to you directly and look at your game player we cannot assist you further. We are sorry that you are not happy with your game play, but we cannot assist with hypotheticals. Our games are not ***********, as mentioned in our initial response we are a regulated site.
  Q: Other online casinos like ***** **** actually have much higher payouts, on all levels and they are regulated to a specific standard of conduct. 
  A: We can only speak to Playnow.com not 3rd party sites.
  Q: How is it bclc who is apparently scrutinized to the same standard so it would seem has a completely different standard of play. 
  A: BCLC/Playnow.com is the only regulated site in **, we cannot speak to the standards of grey sites.
  Q: Bclcs site is also plagued with issues, from dropping you out of a game do to any sort of random error, negates any jackpot progress, makes you restart everything over again, and causes you to like to a different server.
  A: We have a list of troubleshooting steps on our website that we would encourage you to work through, however without knowing what your specific issue is we cannot assist further at this time. We would be happy to work through this with you.
  Q: Many practices are slimy, I know other people that as soon as they won any decent payout, all of a sudden there is a technical error on their next spin, they need to leave that game, resign in because they were just logged out, and then yet again reconnect to a different server. 
  A: Winning on a game will not trigger technical issues. If a player has an issue they can contact us for support, but without an example we cannot investigate this matter further.  
  Q: I have had these same issues which I have brought up to the attention of bclc before. And the reason why I have refused to call is specifically in backlash or retaliation. 
  A: BCLC has no reason to retaliate against our players for seeking support. Our support staff is available 7 days a week 7am to midnight, we help hundreds of players every day with all types of questions and concerns. We are not certain what type of retaliation you are referring to,but we take these allegations seriously and would be happy to investigate this matter if you feel you have been discriminated against.
  Q: There are a couple casinos where I go and watch live performances and eat, I don't really want retaliation from entry like has been done to others who have complained. 
  A: We cannot speak to instances with other players,but we do not retaliate against players who bring issues forward.
  Q: And clearly the surveys taken did not lead to any resolution, so why would I not take it to another step 
  A: We do take all feedback from our surveys into consideration, however if your concerns were all hypothetical like the above then there is nothing for us investigate or resolve. If you have a specific concern with a game or the average return to player, or how you have been treated by BCLC staff we would be happy to investigate or escalate the matter.At this point we are unsure what sort of resolution you are seeking.