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:02/09/2025

  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.

  I have played with playnow for years, I was often getting freeplay as an email weekly. All of a sudden its been 3 months and they havent sent a single one. I chat in and they keep saying the same thing that it is not guaranteed. Theres obviously something wrong with my account or the promotions because I shouldnt go 3 months without freeplay?

  Business Response

  Date: 02/09/2025

  We understand it can be frustrating not to receive a targeted promotional offer. Our offers are personalized based on a variety of player experiences and specific criteria, which means they can vary from person to person, and the cadence or amounts of these offers can change at any time. Unfortunately free play and promotional offers are never guaranteed, regardless of past offers received. 

  There are no technical issues with our systems or the player's account, unless they have recently self-excluded from Playnow or opted out of emails. If they opted out of emails, we would be happy to assist them with opting back in. We would also recommend adding ********************************************************************************* to their safe senders list.

  Players can also check the Playnow promotions page for the latest offers that are available to all of our players.
  
  

• Initial Complaint

  Date:27/08/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Entered promo code which was accepted but bonus was never granted. They said i was not eligible for bonus but agreed the code was accepted. I only deposited money based on the bonus i would receive otherwise i would not of made the deposit.

  Business Response

  Date: 02/09/2025

  Hello,

  Upon review, it was determined that they were not eligible to receive the associated welcome bonus. As outlined on the promotion landing page and in the Terms and Conditions, Sign-Up Bonus offers are limited to one per player. Specifically, the Terms state: Eligible Participant(s) means a person who has not previously made a deposit into a ************************** account.
  

  This player had previously made deposits and had already redeemed a welcome bonus, which disqualified them from receiving another. While the promotional code was accepted by the system, player was not eligible as only one welcome offer can be claimed.

  Additionally, we had adviesed that we would inquire if a refund was possible. The player had already played through their $100 deposit, and as such, a refund was not possible.
  

  To acknowledge the misunderstanding and as a gesture of goodwill, the player was provided with a $25 token.
  

  The player has been provided with all relevant details regarding their account status, bonus eligibility, and the applicable terms and conditions. We strive to ensure our promotions are transparent and fair, and we encourage all players to review the Terms and Conditions associated with any offer. We regret any confusion and appreciate the opportunity to clarify.

  Thanks,

  PlayNow Support

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 23802724
  
  I am rejecting this response because:

  it did not say welcome bonus on promo code and it was accepted as any promo code in past i would like you to honor this accepted code and fund my acct as agreed in accepted promo code.  Which would be at least an additional $75 for there was a temporary $25 credit added. As per conversation with agent

   

   

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

  Business Response

  Date: 05/09/2025

  Hello,

  We have emailed the player directly to resolve this issue.

  Thanks,

  PlayNow Support

  Customer Answer

  Date: 05/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:25/08/2025

  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.

  They locked my account with $80 in it and a bet of $50 with a possible return of $700 I bet that rh ******************* would win the Super Bowl in February and the bet was made back in November or December of 2024 but the reason they tell me for locking my account was because ****** has rest my account due to a misunderstanding which I got resolved within the week once it was resolved they continued to keep my account locked saying they needed confermation and that I was to have ****** bract them and confirm the restriction on my account was resolved ********* had nothing to do with play now to begin with

  Business Response

  Date: 26/08/2025

  Hello, 

  A few things to note here:

  1. The player is requesting $780, $700 for a wager that had "possible returns of $700" which is making an assumption that their bet won.

  2. The player submitted a ****** dispute/chargeback against Playnow for their deposit. They have not reversed this yet, or sent the necessary documentation that was requested of them. 

  Until the chargeback is reversed and the requested documentation is submitted their account will remain locked. At this time there is nothing to credit them for. 

• Initial Complaint

  Date:15/08/2025

  Type:Product 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.

  I was playing a game on *********** and I just bought a $50 bonus. The game gave me an error code, the only option I could do is close the window. When I went back, my $50 was gone and it gave me no option to resume game. I talked to chat and they said it sounds like my device is the problem. I've been using the same device for years. They would not credit my account even though I did everything they asked me to to fix problem with no resolution. I feel completely ripped off by a billion dollar company

  Business Response

  Date: 18/08/2025

  We have located the open game from the BBB complaint, as well as a few others, and escalated them to our vendor to close. The wager in question has now been refunded, as well as amounts owing for other open games. 

  We emailed the player and provided some troubleshooting to help avoid stuck/open games in the future. 

  Thank you kindly for your patience.

• Initial Complaint

  Date:10/06/2025

  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.

  I was playing a game called Egglink 100x Ra when at the exact time On 6/2/2025 6:04 PM the game displayed the winning prize drop jackpot when all of a sudden the game froze and displayed an error message. I tried to get back into the game but it wouldnt allow me to. I instantly contacted support chat and the *** said he needed to force an escalation to the developer. He said that he has escalated the games to be closed and I needed to try to get back into the game after I cleared all my cookies, which I did. When I couldnt get back to him I started again with a new ***. *** told me, Once the games are closed the issues should be resolved. The issue is if the games are stuck open then the only way to resolve the problem is to escalate the case. If the winnings haven't been credited, ***, it would indicate that it wasn't a winning round. In the event of a winning round, the funds would be credited regardless of any game crashes. The system has safeguards in place to ensure that winnings cannot be lost due to technical issues. The game vendor can only look at the issue and close the rounds.After placing your bet, if your play is terminated in any way, the result of your play will still stand.Any disc***ancy regarding any aspect of your purchase and/or play decisions, THE INFORMATION IN THE COMPUTER SYSTEMS WILL PREVAIL, AND ONLY THE PURCHASE AND/OR PLAY DECISION RECORDED BY THE COMPUTER SYSTEMS WILL PARTICIPATE IN THE GAME.Thankfully I had taken a screenshot of the game information from my history. It clearly states a winning round pending of $600 in game specifics. I then decided to call support line and spoke with *** named ***, who went directly into the history and he was able to play the game on video and agreed that it was definitely a winning round. Now it shows that the game is closed by the vendor, and it was not a winning round. The data is changed from original ********** Now Im being told its not going to pay out. Feels like fraud.

  Business Response

  Date: 18/06/2025

  We have reviewed the screenshots and have identified where the confusion may have occurred. A team member has reached out to the customer directly in an effort to explain and resolve the matter. 

  Customer Answer

  Date: 18/06/2025

   
  Complaint: 23437527
  
  I am rejecting this response because:
  No one has reached out to me. 
  I have contacted them numerous times on chat and have been told three different things concerning this issue. 
  the only one who made any sense was ***, who verified the winning action by video replay. I have been given nothing but a runaround from three different representatives. There is no confusion, they simply changed the outcome of the game when the de eloped closed the game. Its fraud. 
  Sincerely,
  
  ******** *****

  Business Response

  Date: 19/06/2025

  Hi ********, could you please check your email that you have on file with Playnow? We sent a corespondence and a token of good will to you on 2025-06-18, 12:18 p.m.

  I can have someone call as well if needed. Apologies over the term "confusion" I did not mean to imply that you yourself were confused, I meant confusion around the whole situation, including confusion caused by, or experienced by, our team members. 

  Thank you again for your patience in the matter and please let us know if we can be of further assistance. 

  Customer Answer

  Date: 29/06/2025

   
  Complaint: 23437527
  
  I am rejecting this response because:

  close my account. I am sick of your ****. 
  you are a fraudulent site. You say ohhh we see the confusion on your part. There was no confusion. The System showed I won $600. Then you tried to buy me off with $50. And not pay me out properly. Im done you. You treat your customers disrespectfully. You dont look after your costumers. You intentionally throw errors and crash the site when people start to win. Ive heard this from others. I tried to register my new bank card. It wont go. I have to call your system. Forget it. HARD PASS PEOPLE. BEWARE this is not a good site. Even the **** are confused ~ three different versions from three different **** concerning my winnings they stole from me. close my account immediately Im going to social media with this.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:10/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  ************************ is holding onto my winnings for no reason. I am not in any promotion. I cant contact them without getting the runaround from their AI bots. They need to fix this immediately, seems like they are holding onto peoples money to encourage them to ****** more and get them addicted to gambling. Disgusting business practice considering its a government funded business! There is something seriously wrong with these people.

  Business Response

  Date: 16/04/2025

  We reached out to the player directly on April 11 to attempt to resolve this, we have not yet heard back but we hope that this was addressed to their satisfaction. 

• Initial Complaint

  Date:31/03/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I have won approx $725 under a promotion which is being held until I complete my waging requirements. After several accumulated hours of playing, I went to check the balance remaining and realized that nothing had been registered. I reached out to their support as soon as I realized there was an issue, which was back on January 31. They told me there was a technical issue on their end and it shouldnt take long to fix. They refunded me $1.60 from frozen games but the issue still remains. Any new funds won from promos and free play just get added to this mess. No one is helping me resolve this and I am missing out on the opportunities being offered to me. This has been ongoing for two months. I last contacted them today only to be told that I am in queue and there is no time frame for this to be resolved and no one can update me on anything. One support *** even suggested they may have to clear my account completely and I may lose any winnings being held. This all just seems very unprofessional.

  Business Response

  Date: 02/04/2025

  We have emailed the player directly to resolve the matter. We apologize for any misunderstandings and hope that they are satisfied with the resolution. 

  Customer Answer

  Date: 03/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:24/03/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On February 19th I received an email from PlayNow that said if I buy my lottery tickets online they would match the amount in dollars for me to play at their casino. I thought that was a fantastic deal so on February 21st I deposited $100.00 in my playnow account to take advantage of the special offer. My account # *****. I was going to purchase 2 combo tickets for ********* for 2 draws Feb. 21 and 25th. A combo tkt is 8 numbers with 10 extras at $50.00 each. When I went to buy the tickets online as this was what the promotion was all about - getting people that normally buy at the store to purchase online - anyway it was impossible to do. I do not have chat on my playnow for whatever reason - they are aware of it - even though I have a speech impediment I called and spoke to ***** in ********* at 3pm. The call took about 1/2 hour only to find out an employee of bclc had never heard of this combo ticket. How can that be - so of course she could not help me. I sent 3 emails to support@lottomax asking them to forward it to play now and they never had the courtesy to do that. Finally I found a form email for bclc and wrote to them what the problem was. They opened a file number ******** but would not help me due to privacy. I should call them. Not what I hoped to do with the speech problem. Anyway I wrote back and said you have the details - I had someone buy the tickets at the store so you didn't lose out and due to the false advertising I would like the $100 put into my account. ******* wrote back March 18 and said what I wanted to purchase the lotto combo is not available online. They have since changed their advertising to read ELIGIBLE (thanks to me complaining) If it had said eligible I would have checked before depositing the money. I am a senior that does not get out so I was lucky to get someone to purchase the tickets at the last minute. I have spent hours on this and deserve to have the $100 reimbursed.

  Business Response

  Date: 27/03/2025

  We have had a supervisor reach out to the player via email to better explain the situation, unfortunately I dont believe we will be able to come to an agreement on this matter.

  The player was advised in December, the last time they put through a complaint to the Better Business Bureau about a promotion, that we can only address general inquiries via email; for more specific issues, we require additional identifying questions to be asked and answered (either by chat or by phone) to ensure were speaking to the account holder and to protect the accounts security. Im not sure why the player no longer has access to chat, the feature is available on our website and mobile site 7 days a week/ 24 hours a day. The only exception would be during site maintenance or if a technical issue occurred. We would more than happy to investigate this matter further with them if they would like to do some technical troubleshooting. It is important to us that they have the option to use the communication tool that they are most comfortable with. 

  Please note, support@lottomax (or ********************************)is not an email address associated to BCLC or to ************************ which would explain why they did not reach us on their first three attempts. We apologize for any confusion they may have experienced; we are happy that they were eventually able to locate the correct email address via the online form on our website.

  Regarding the players concern that the specifics of the promotion changed, I went ahead and looked through all the iterations of our terms & conditions, as well as advertising, it has always read eligible ************************ Lottery games. We apologize that their preferred Lottery purchase of Combo Play is not available on ************************, we do however have many other Lottery packages available. Alternately, if the player has not yet spent their $100 deposit on other Playnow purchases they are more than welcome to withdraw those funds or any remaining amount of those funds back to their bank account at any time. Purchasing a Combo Play at a physical retail location does not meet the terms and conditions of the online-specific promotion. 

  As they have not fulfilled the terms and conditions of the promotion in question, we cannot provide them with the ************************ token that they are requesting. I would like to add that they were provided with a large token as a one-time gesture of goodwill the last time they escalated an incomplete promotion to the BBB.

  Customer Answer

  Date: 28/03/2025

   
  Complaint: 23101958
  
  I am rejecting this response because: AGAIN  -  you are caught in a lie.  You said all your material said ELIGIBLE  - well have a look - the one I got did not say eligible.  You only inserted that after my complaint.  That is what you call false advertising - anotherwards fraud and abuse.  I am still awaiting my ****** token as compensation for your error and my time which is now in the mutiple hours range.  As a senior I really don't need this extra stress.
  
  Sincerely,  *********** ****
  

  Business Response

  Date: 28/03/2025

  The terms and conditions have never changed. Players are responsible for understanding the terms and conditions of promotions prior to participating. The image that the player attached is from an email, there is a red hyperlink in there that should lead them to the promotion where there terms and conditions were laid out. It appears from the initial complaint that the player was fully aware of this as they recapped the promotion to the BBB:
  
  "On February 19th I received an email from PlayNow that said if I buy my lottery tickets online they would match the amount in dollars for me to play at their casino" and "When I went to buy the tickets online as this was what the promotion was all about - getting people that normally buy at the store to purchase online..."
  
  As mentioned in our first response, the $100 deposit that the player made to purchase online Lottery can be withdrawn if they have not spent on other games, they are not out funds in that capacity. They have not fulfilled the terms of the promotion and are therefore not eligible to receive the $100 casino token. We are truly sorry, but we cannot continue to provide large tokens to the player for promotions that they are not participating in properly. 

  Customer Answer

  Date: 29/03/2025

   
  Complaint: 23101958
  
  I am rejecting this response because: you have completely missed the mark.  My email as you can see says you will match in free play the amount of my lottery purchase.  No where in the terms and conditions does it say a COMBO ticket on Lotto Max is not allowed.  I had never purchased tkts online before so I would have no way of knowing that I cannot buy the same ticket online as I can buy in the store.  That is why I put my $100 into the account immediately with the promotion name given to me.  If I had known it was ELIGIBLE games like you now state in your emails I would have checked out what those eligible games were before I deposited any money.  The reason is of course I could have withdrew the $100 but that can take 3 - 5 days as per your website and the tickets needed to be purchased that day.

   

  You have not explained why your last message said that all your literature has said ELIGIBLE lottery when you clearly see the email sent to me in February did not say ELIGIBLE.  I look forward to my $100 token as not only have I suffered from your neglect in you not putting ELIGIBLE  in my email - I have saved you from hundreds of other people suffering in that you now use the correct verbage so you cannot be accused of false advertising.
  
  Sincerely,
  
  *********** ****

  Business Response

  Date: 31/03/2025

  The player needs to click on the link in their email to review the terms and conditions of the promotion (see links below). Full details were made available to them at all times, the player was aware of these based on their complaint to the BBB. This was was Playnow promotion for Playnow purchases, not a retail promotion for retail purchases, despite how the player chooses to interpret it after the fact. Reminder again that we are not holding the $100 deposit in their account, the player is not out funds. We have already provided them with gestures of goodwill in the form of tokens in the past, despite them not following the steps in a promotion. We cannot continue to provide compensation because they are chosing to interpret a promotion differently than how it is laid out. I am not sure how we can move forward on this complaint, there is no reason for ************************ to be providing further compensation, we have had a team leader reach out via email to try an explain this but they are not accepting the terms laid out. 

  Details of the promotion: 

  Sign up or Log in to PlayNow.
  Enter promo code for promotional period as outlined below on your MyPromotions page.
  Spend up to $1,000 on eligible lottery products during a promotional period (Includes Lotto 6/49, LOTTO MAX, BC/49, Daily Grand and Extra).
  Receive a Casino free play equal to the amount of your lottery purchases, up to $1,000!
  Please note the free play has a 30x wagering requirement.

  Full Promotion Details can be found here: *************************************************************************************************************
  Terms and Conditions can be found here: ***********************************************************************************************************************************************************************************

   

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23101958
  
  I am rejecting this response because: It all comes down to one word ********.  You list yourself as a MarketPlace Specialist.  How can that be?  Play now advised through our conversations at the Better Business Bureau that the word ELIGIBLE LOTTERY has been printed on every communication that they have ever sent out.  Now if you are a Specialist as you say you would know that that statement is incorrect.  How would you know?  Well I have attatched a copy of the email sent to me since day one of this conversation and there was no word ELIGIBLE  in that email going back to February when I received it and deposited $100 immediately trusting to cash in on my $100 free play.  You have noted I put the correct word in for the promotion.  I did everything right.

  The point is I never would have deposited the money had I known it was for ELIGIBLE lottery purchases without checking what those ELIGIBLE lottery purchases were.  Yes you say - no big deal - you could have cashed your money out.  Well it is a big deal for a 71 year old senior who had put that money aside for the lottery that had to be purchased that day.  I could not wait for a 3 to 5 day withdrawal as per your website.

  Whether you want to admit it or not since I brought it to your attention you have now inserted the word ELIGIBLE as proof of the email I submitted received in March.

   

  In a court of law you would definately be found guilty.  This procedure has caused me undue stress and time.  Going back to day one my time alone must be approaching 5 hours which is well over $100.00.

   

  I have decided as a gesture of good will that I will give in and accept a settlement fee of a $50.00 token.

   

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

  Business Response

  Date: 03/04/2025

  To the BBB, I am not sure how to proceed with this complaint. 

  The player is saying that they have followed all the steps of the promotion, they have not. Choosing not to read and understand the terms and conditions of a contest or promotion does not mean they don't exist. The player did enter the promotional code on ************************, they did deposit funds, but they did not purchase lottery on ************************ so they are not eligible to receive free play tokens to match their purchase. We are in no way holding on to their original $100 deposit, they are free to withdraw it, they are not out funds. 

  We have gone over something very similar with the player in Dec 2024 when they went to the BBB over a promotion. We provided a token as a gesture of goodwill even though the promotion was not completed correctly and we advised that this was a one time credit. 

  Could the player provide proof of purchase for the $100 retail combo tickets? Either the two tickets that match the dates in the complaint or a receipt either from the lottery terminal, the site's POS terminal, or a debit/credit slip, anything that would indicate that they did in fact purchase lottery for a $100 during the dates specified? We are open to reviewing this and potentially offering a smaller token to their Playnow account as a final gesture of goodwill. Regardless of the final outcome, going forward they will be responsible for understanding and following the Terms and Conditions of any promotion they wish to participate in as well as the rules and regulations of ************************. All terms and conditions can be found on our website, along with the Playnow Player Agreement that the player signed when opening their account with us. 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23101958
  
  I am rejecting this response because:  a) In December Play Now were guilty of the accusation - that is why they complied with the payout so don't listen to them sounding like ****** *******.

   

  In this case they are asking you not to believe your lying eyes - I have said at least 5 times now that never in my February email did it say ELIGIBLE LOTTERY.  I have provided proof of this.  On that particular draw I believe I won a free ticket and left the original with the retailer so no I do not have the original ticket.  i buy the tickets once a week so would be happy to upload the next purchase I make.

  I followed through with all the terms and conditions per my email last February.  PlayNow did not.
  
  Sincerely,
  
  *********** ****

  Business Response

  Date: 04/04/2025

  As requested in our last response can the player please provide proof of purchase of their tickets in retailer so that we can proceed?

  Customer Answer

  Date: 05/04/2025

   
  Complaint: 23101958
  
  I am rejecting this response because: I think they are incapable of reading my responses.  I did note that I am not in possession of that ticket purchased through a retailer on Friday February 21st after I found out previously that it could not be done through Play Now even though at that particular time they did not say ELIGIBLE lottery in their promotion to buy it on the website.

   

  I did however find that the ticket was purchased   by credit card that particular day and I am enclosing the charge from my credit card statement.  It was purchased at **********************. as shown.  You can check with them as they are your retailer why they don't show it was a Lottery Purchase.  I have other charges such as when purchased at Save On Foods it comes out on the statement as BC Lottery Corp.  Anyway this retailer at ********* would have the proof as I am sure they have very few individuals that buy the $50.00 Lotto Max with the extra numbers .

   

  Looking forward to 1/2 of my claim of $100.00 - $50.00 token put into my play now account.
  
  Sincerely,
  
  *********** ****

  Business Response

  Date: 08/04/2025

  I am really sorry but the credit card statement isn't proof of  lottery purchase, it only shows proof that the complainant spent $50 at a gas station which could be for anything. This also contradicts their original claim that they spent $100 on their retail lottery purchase. 

  At this point we have no proof of Lottery purchase in retail during the promotional period and based on their Playnow account activity we can clearly see no Lottery purchases there either. Without the Playnow purchase they are not eligible for the promotion, and without proof of a retail purchase we cannot proceed with making an exception.

  Please note that while the player keeps stating that the word "eligible" was missing from their email, it was not missing from the fine print or the terms and conditions. They are only sending a small snip of the full email, which clearly had links to click within it directing players to further details, the player was aware of these details as they mentioned them in their initial interaction to the BBB. Further to that, I would like to add that we are not required to use the word "eligible" in our emails; this was a Playnow promotion, for Playnow lottery purchases. Players are responsible to understanding the terms and conditions of promotions prior to participating. This player is not out funds and we are very sorry that they feel entitled to promotional tokens but we will not be reviewing this further. 

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23101958
  
  I am rejecting this response because:you did not even bother to phone your vendor to check if a Lotto Max for 50 was purchased that day.  I have enclosed an invoice from a few days ago with their phone number so you have it handy.  It is a low traffic place so I would be suprised if anyone else purchases a combo ticket like I do.  I take to heart that you would not believe me when I sent you a copy of the credit card charge - implying that I am lying which trust me I have better things to do.

  Of course you will not find any lottery purchases on my playnow account because I have never made one.  I was only lured into this nightmare when I got the email from you.  As to why I didn't just deposit 50 instead of the 100 that I did - simple - I wanted to take full advantage.  I was going to buy two tickets and have a 100 gambling token.

   

  As for the terms and conditions in my email there was nothing that said only certain games were valid and there was no mention of the word eligible.  I always read everything in detail and never would have deposited 100 had I known.  Now you say it was spelled out under the terms and conditions which is not true - Please send me a copy of that from the February email I received which I know you cannot do because it was not there.

   

  I have been nice enough through this all to reduce my claim from 100 to 50 so I look forward to your understanding and my deeply deserved ***** token
  
  Sincerely,
  
  *********** ****

  Business Response

  Date: 09/04/2025

  Thank you for sending additional information on the location, we do not need to contact them as we have access to all of their lottery transactions. I did take a look at February 21, 2025, there are hundreds of lottery purchases, many of which are of higher value. Apologies but we have no way to correlate any of those lottery purchases to your screen shot of a $50 credit card purchase, nor do we have a way to rule out that this credit card purchase was for something other than lottery. 

  I have added a screen shot of the full email that was sent out to our players. It is clearly marked from Playnow, the highlight area at the top will open a promotional landing page (I have also attached a screenshot of the ***** landing page, unfortunately we used the same URL for February so I can no longer access it but the only difference was that March was up to $1000 and February was up to $500). You will see it is still referencing Playnow and there is ample opportunity to click on FAQ options should anything be unclear. 

  I would like to make it clear that the term "eligible" is in reference to eligible games on Playnow, as you can see from the landing page it lists 6/49, Lotto max and so on but it does not include Keno which is a lottery game offered on Playnow. This means KENO is not eligible for the promotion. Eligible is not in reference to whether or not the promotion is applicable in store vs online. 

   

  Going back to the original email as well as the landing page, both have links to the terms and conditions for the February promotion that the player is disputing. I attached this before but would like to attach it again and encourage the player and the BBB to review: 

  ***********************************************************************************************************************************************************************************************************************************************************

  Please pay particular attention to the part that states: 

  Promotion Conditions
  1. To receive a Buy Lottery Get Casino Free Play, an Eligible Participant must
  complete the following steps in order during the Promotion Period:
  a. login to your ************************** account;
  b. enter the Promo Code corresponding to the relevant Promotion Period (see
  above table) on the My Promotions page on **************************;
  Buy Lottery Get Casino Offer (Promotion)
  c. spend up to $500 on any of the following eligible ************************** Lottery games
  (Spend Requirement):
  i. in **: Lotto Max, Lotto 6/49, BC/49, Daily Grand & Extra; or
  ii. in MB: Lotto Max, Lotto 6/49, Western Max, Western 649, Daily Grand
  & Extra
  d. Eligible Participants will then receive a Buy Lottery Get Casino Free Play
  equivalent to the Eligible Participants total lottery spend during the Promotion
  Period, up to five hundred dollars ($500); and
  e. Buy Lottery Get Casino Free Plays have a 30x Wagering Requirement. See
  below for Wagering Requirement Rules.

  Customer Answer

  Date: 10/04/2025

   
  Complaint: 23101958
  
  I am rejecting this response because:  what you have attatched was not in the February email that you sent to me.  It is impossible to believe you no longer have access to the February terms and conditions.  In this day and age of retrieval you are talking to the choir.  Check with your tech experts - they can retrieve it.  Only problem is there is nothing to retrieve because what you sent was not there in February because obviously if it was I never would have put $100.00 into my account.

  Good to know you have access to the retailer I used back in  February.  You mentioned there are hundreds of purchases many of a higher value.  It should be very simple then just to concentrate on the $50.00 purchases and confirm that one was paid by credit card ending in 7156.

   

  After you have done that I will await the promised $50.00 token into my account.

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

  Business Response

  Date: 15/05/2025

  Can the BBB please explain why this was reopened when it was closed and marked as answered on April 10, 2025?

  The player has not brought forward any new information in their most recent rejection or screenshots. They did not meet the promotional terms that we have previously attached and gone over in full with them and the BBB. 

  Business Response

  Date: 15/05/2025

  Thank you for clarifying Enmanuel. 

  As a one time gesture of goodwill we will apply a $50 Playnow Casino token with a 30x wagering requirement to the player's Playnow account by the end of the business day. This amount based on the lottery receipt they were able to provide.

  Going forward it is the player's responsibility to ensure they are familiar with the terms and conditions that are linked in the promotional emails and not rely on email copy alone. Terms and conditions are final and not open to interpretation. If the player has questions or concerns, we recommend they call or chat with our Customer Support team prior to making any purchases. Playnow promotions are only intended to be used for purchases on Playnow.   

  Customer Answer

  Date: 16/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** ****

• Initial Complaint

  Date:20/03/2025

  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.

  I saw promoted across socials the game lightning auto roulette. When I went to play I am not able to! It doesnt even come up as an option. Ive brought it up multiple times in chat help, sent in screenshots, its been an open case for over 2-3 months and they still have not resolved. I finally had someone call me and ask technical questions about my devices ect and they provided me with a small token, I really want to play that game and feel like they arent doing enough

  Business Response

  Date: 28/03/2025

  We have emailed the customer the the correct information regarding the game after further investigation by the vendor and apologized. Compensation was already provided therefore we did not provide further compensation.

  Customer Answer

  Date: 28/03/2025

   
  Complaint: 23090426
  
  I am rejecting this response because:Playnow needs to be held accountable. The small token was issued for my patience in resolving the issue. I was told the issue was isolated to my account as there were other Saskatchewan account holders able to play the game. Playnow sent an email stating there was connectivity issues on my end which is why I wasnt able to load the game which is not correct. They later emailed back and said it wasnt loading for Saskatchewan players but it has been promoted as available since at least July 2024. My first noticed my inability to play in December. It had taken 3 months to resolve and compensation should be provided as it brings questions into the integrity of the game itself. Why were other players able to load and play but not my profile? I have attached a photo showing it has been promoted as available to Saskatchewan players.

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

  Business Response

  Date: 04/04/2025

  We have contacted the customer multiple times to address her concerns and provide updates. We sincerely apologized for the inconvenience and frustration caused by the incorrect information and the configuration error that prevented access to the game. A goodwill gesture was issued as compensation for the inconvenience. After further review with multiple team members and ****, it has been decided that no additional compensation will be provided. We are considering this matter closed and will not be engaging in any further communication regarding this issue. If the customer has any other inquiries or issues, we are happy to assist her.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23090426
  
  I am rejecting this response because:
  Playnow provided the token for my patience in the matter NOT for the technical failure of the game to launch, or for the false information I was provided for the reason of inability to play. I am appalled that the small token is all they are offering as compensation. Further compensation should be provided. This case is not resolved on my end and playnow should be held accountable for their actions. Why was I lied to about it being my connectivity or devices not allowing me to play? When it was supposedly Saskatchewan wide technical error? I do not feel valued as a consumer. Do better playnow. I will be expecting a response.
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The playnow gambling site went down for hours. Previously I placed several bets which were then unavailable to, boost cancel, settle, correct or even counter loosing bets! All the bets made were gone not suspended like the site was at the time. I could not access anything to protect myself. If this site goes done one and all should immediately be refunded initial bet(s) It's appalling!

  Business Response

  Date: 07/03/2025

  We have had a supervisor contact the player and provide tokens. This has been resolved on our end.

  Customer Answer

  Date: 10/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********