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.

close

Find a Location

B C Lottery Corp has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:18/02/2025

  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.

  On two occasions ******** offline blackjack specifically when net big and dealer had 6 and my chance to double the bet was voided mid game both times vs dealer 6 and chance to win 1000+ this must trigger their ai to scam bet and trigger void bet!!! As it would be impossible for player to trigger a void bet vs dealer ace it has to therefore be triggered by them or provider .and the craziest part they not allow game to continue . Just void bet . This is tens millions odds because I bet big so rare and both times Va dealer 6 when player has highest odds possible to win $1000+ is when they trigger it I requested inn go on the error codes to investigate and was denied information requested multiple times. They just state their policy is they are allowed to void bets and scam you basically ..

  Business Response

  Date: 18/02/2025

  I believe the player is referring to two technical issues/ prize disputes that they made in Summer of 2020 and Spring of 2021. They have several technical issues on their account, but only 2 that they have had excessive contact with us about. 
  
  Both instances were investigated thoroughly at our customer service level, escalated to our eGaming Application team, and then our eGaming Investigation team (as the player was citing integrity concerns), and then sent directly to the game vendor for review. Both instances came back from all teams as having experienced technical difficulties. In neither instance had the game progressed enough to determine the outcome as being a loss or a win. In scenarios like these, we refund the player their wager. 
  
  The player is correct, we have been sighting the terms and conditions to them as they refuse to accept that we cannot payout any hypothetical wins. The player has contacted us ***** times about this exact issue in the last 5 years. I am not sure how many other ways we can reframe that they are not entitled to a win that never occurred. 
  
  The player can reference section 3.03 of the Playnow Player Agreement  ***************************************************************************************************************
  
  It is also important to note that we have provided the player with technical troubleshooting tips in the past. It should be noted that Live Casino games on ************************ have higher minimum system requirements than other games on our site.

  I am not sure what the player means by "tens of millions of odds that they bet so big so rare" if there is something missing from my response to address that please let me know. 

  Customer Answer

  Date: 19/02/2025

   
  Complaint: 22954939
  
  I am rejecting this response because:
  There is 0 way for a player to cause error or void bet against a dealer ace. Or they could gain massive odds. Therefore its 100% playnow that does the rigging /error /void bet !! 
  Their entire claim is that they are random errors but error is never random its coded !!! 
  And any one with any understanding coding knows thisthere is specific triggers always.. and none are exploitable by player only playnow!! they never have given the  requested detailed information about the errors and the errors were only ever the highest possible win amount with the highest likely odds drastically in my favour to win both times this happened twice !!! statistically is one in many millions that it would error twice right when dealer has 6 and my chance to double and I bet huge which I did one in hundred only  

  this doesnt address the issue of why game cannot be continued even upon request It is an offline blackjack there should be 0 reason to have error unless programmed error to scam players 

   Im asking for the investigation into the coding because its impossible for a player to trigger its trigger by their ai that clearly triggers error rigging when player has maximum potential to win the most this is criminal theft of my potential winnings. I was not given the fair odds and my huge chance both times were stolen from me! 

  again you claim you did all these investigations but not thoroughly and give only basic answer about policy that allows you to scam and error people when they are mid win why dont you list the reason for errors then that your hiding  !!! And let me tell you Ive wager several millions other casino never error and no one else error.. 
  it is only playnow site and your provider 

  simply Your not providing fair odds because of intentional malfunctions ! 
   
  you cannot prove the errors are random and my experience is probably the best proof any player in history has your cheaters !!

  This game they allow people to bet ten thousand per bet on and still have it clearly they like the errors I would like to have them investigated and audited as far as all the cases where errors occur cause theres clearly pattern of stealing the highest chance of player to win and the most money you dont need to be a rocket scientist to know its not coincidence and not random . And is indeed a function of the code 

   

  Sincerely 
  
  ****** **********

  Business Response

  Date: 19/02/2025

  Can the player please advise of the date and time of the incidents that they are referring to so that we can address the issue more thoroughly? The two incidents that they have been calling us about repeatedly for 5 years, which we refunded, were for live casino, which is not an "offline" game and cannot be resumed. Most regular casino games on our site cannot be resumed either, however, we may be able to see the outcome depending on how far they got in the game. 

  If there are two other incidents that they are referencing, then they have not been brought to our attention. Depending on how long ago they occurred it may be difficult for us to open a new investigation with our vendor but we will do our best to assist. 

  We understand how frustrating interruptions like this can be, especially when youre in the middle of a game. We would like to assure the player that the integrity of our site is something we take very seriously. What they have been describing sounds like temporary network issue that interrupted their session. Network issues would typically be on the player's internet service providers side. The player is incorrect in stating that this cannot be triggered by something on their end. These types of interruptions are not intentional and are not related to the fairness or integrity of the games. 

  Because we are a Crown corporation, we operate under and are monitored by the Gaming Policy and Enforcement Branch (GPEB) and must adhere to the Technical Gaming Standards for *********************** (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 **************************. To ensure integrity, BCLC receives certification from a third party testing company for gaming software that may 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 Policy and Enforcement Branch (GPEB). Gaming software suppliers also undergo a stringent registration process and background investigation by the Gaming Policy and Enforcement Branch (GPEB), which reports through to the Ministry of Finance in ***

   

   

  Customer Answer

  Date: 24/02/2025

   
  Complaint: 22954939
  
  I am rejecting this response because:
  They are liars the games were offline which should make glitch error impossible !and at minimum able to continue!!clearly it is coding to do this the code shouldnt do that and millions of odds it happens both times vs dealer 6 and chance to double and one in hundred hands I only bet big on clearly a pattern this is huge proof they rig scam error malfunction glitch players stratigically,,, they can claim its random but its impossible player to trigger and they trigger it perfectly when it has maximum benefit possible out of ****** games the 2 big bets with my odds being the highest possible to win were the 2 that error . This is one in millions odds unprobable they know this is common issue and should be investigated all their errors on big bets !! They may say its network error or something as a cover but this network error cant trigger by player therefore is by playnow or providers ai coding,.. to allow the network error when max benefit for them. 
  

  No detailed error info provided ever even after dozen request.

   

  they have restricted access to my account so I cannot provide the dates or even sufficient info for freedom of information request or other investigations from gaming commission. And have said they banned me from messaging or calling them even. 
  

  so I say I have to go to court especially if they continue to deny ..delay.. depose.. 

  No other websites have these malfunctions possible in their coding its unique to them and Ill have expert testify to that .. 

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

  Business Response

  Date: 25/02/2025

  Good morning, 

  We don't have any new information that we can provide this player that we haven't told them before. This has been ongoing since 2020, the player has not brought forward new details and they have not accepted any of the information that we provided them. Their games timed out, there is no way to have predicted an outcome so their ****** were fully refunded. 

  Since submitting their complaint to the BBB, the player's calls in to our support centre have become more frequent and more aggressive, as a result we have served them with a cease and desist order. 

  If the player requires account information they will have to submit an FOI request via our website, we cannot submit an FOI on their behalf. 

  Customer Answer

  Date: 25/02/2025

   
  Complaint: 22954939
  
  I am rejecting this response because

  clearly all they can do is lie illegally knowing they didnt time out as as I stated twice already they were both offline bets !!!
  but continue to spin lies because their caught red handed there is investigation required for this business stealing potential and not random but extreme probable winnings and continue to deny specific information requests required .

  i would like to propose investigations into their business especially due to the nature of other similar claims likely and because it can be substation 1000-10,000 $ bets that are being tampered with via bugs which is direct code.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:07/02/2025

  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.

  *********** ( owned and operated by BCLC ) issue about my "held balance" on my account ; I have "held balance" of about $190 on my *********** account, which is supposed to be transferred to my cash balance automatically once wagering requirement they're asking is met so that I can withdraw balance from my account anytime I want.However, this held balance fails to transfer to my cash balance without any reason. I have called *********** customer service at ************** three times already since Feb 3rd to ask them to look into this issue but it seems to me that they do not want to help to fix this issue and their answers from the representatives are always just that they're working on it to fix this issue but nothing is resolved yet by them as of Feb 6th , 8:40pm.I believe this could be resolved without that much waste of time and don't understand why it takes too long for them to fix this.I'm now greatly disappointed about BCLC's reputation and reliability

  Business Response

  Date: 07/02/2025

  We have reached out to the player directly to resolve the issue.

• Initial Complaint

  Date:28/01/2025

  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.

  I am filing this complaint regarding an unresolved issue with BCLCs PlayNow platform. On January 13, 2025, I signed up for an account and deposited $150. I was informed that the funds would be released within a maximum of 72 hours. However, as of today, over two weeks have passed, and the funds remain inaccessible.I have contacted PlayNows customer support multiple times, but I have not received any meaningful updates or resolutions. Each time, I am simply told to be patient with no further explanation or timeline for resolution. This lack of communication and action has been incredibly frustrating and has left me feeling misled.I am requesting BBBs assistance to ensure that BCLC/PlayNow addresses this issue promptly and either releases my funds or processes a refund. I believe their handling of this situation reflects poor customer service and falls below acceptable standards of accountability and transparency.Thank you for your attention to this matter. I am available to provide additional details if necessary.

  Business Response

  Date: 03/02/2025

  On January 29 we reached out to the player directly via email to explain that this issue was unfortunately on their financial institution's end and not ours. We also provided the player with an additional credit as a gesture of goodwill. 

  Customer Answer

  Date: 04/02/2025

   
  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:08/01/2025

  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 account with ******************** but it has been blocked for four years! The problem is that I have used 80 different cards for depositing fund and after twe years playing they suddenly blocked my account and have been asking to provide them the bank statement of 80 different cards that I have used! Now this request it's impossible for me to provide them 80 statements. Because must of the cards were prepaid and half of those were cards from my friend from different parts of the world and I don't have access to them. Now they find another excuse and they say me that they need two pieces of iD and I have my bc health card and snapshot of my phone bill and they say we don't accept the snapshot which is the only way I can provide my phone bill by the other way .anyway I need u help me to open my account with play now that I can buy my tickets from ********** regards K.radbin

  Business Response

  Date: 09/01/2025

  We are only requesting information on debit and credit cards from financial institutions, not prepaid cards. The player is aware of the Playnow Player Agreement, which they would have agreed to at the time of their account being set up: 

  4.06 Account Holder or Authorized User
  For all deposit methods involving an issuing financial institution (e.g., debit card, credit card, Interac
  online,PayPal, and online bill payments), you must be the primary account holder, or an authorized user
  recognized by the issuing financial institution. On request, you must provide BCLC with such information
  and documentation as BCLC determines necessary to enable BCLC to verify your status as the primary
  account holder or authorized user with the issuing financial institution. If you fail to comply with these
  obligations,BCLC may close your Account and you forfeit all rights to the balance in your Account.
  
  Until such time that the player complies with the requirements under 4.06 and confirm his ownership of the cards his account will remain locked.

  In regards to the secondary ID/supporting documents (phone bill) that the player is referencing, as per the requirements laid out by Playnow, the document must reflect:

  Legal Name
  Current physical address
  Date within last 90 days
  The document may be submitted in the form of a pdf, a fax, photocopy, scan, image or screenshot.
  All pages are not required provided it is current and includes required information. 
  Please note: The Player may choose to redact certain details on the document (For example, the cost of their cell phone bill). The original document must reflect all the required information (Legal Name, Date, Physical Address, Account **************************** that does not require a credit check or contract to sign up will not be accepted as Primary Supporting Documentation.

  Customer Answer

  Date: 30/01/2025

  Dear ******,
  This is ****** radbin ,regarding my complaint to ************************ they ask me provide them ************************************************************************** because the cards that I used to deposit from my own bank account are not existed anymore and I have switched my bank account couple years ago and for other cards that my family or friends from different part of the world they gave me to deposit i don't have access to those people and it's so complicated .so i can't provide them any bank statement but for proof of ID and my address i send you in attachment. I hope you help me to unblock my account at ********************.
  Best regards
  ****** radbin

  Business Response

  Date: 30/01/2025

  A reminder from our previous response, our ************************* is not seeking information on prepaid cards that were given as gifts at this time. The ask was for the complainant to provide information on the rightful ownership of the debit and credit cards used on this Playnow account. Players are only allowed to deposit using their own credit cards and debit cards, using cards from other people can result in permanent account closure. This is laid out very clearly in the Playnow Player Agreement. While I can appreciate that it may be a difficult to get information on closed bank accounts these financial institutions should be able to provide something from their records. 

  If the player has appropriate primary and secondary identification, as outlined in out previous response, they need to work with ************************ directly to provide this. We cannot accept it coming via the BBB. 

  This is not a matter of customer service, we are a Crown ******************** and we have to follow regulations outlined by **** and FINTRAC. 

  Customer Answer

  Date: 31/01/2025

   
  Complaint: 22782728

  Dear sir 

  I dont have access to 
  I am rejecting this response because:

  I don't have access to the bank statements and it's impossible for me to provide those bank statements.

  About my ID i have posted and sent enough ID so i need u unblock my account at ******************** asap.
  
  Sincerely,
  
  ****** Radbin

  Business Response

  Date: 03/02/2025

  I'm not sure that there is anything to add to this that hasn't been addressed already. 

  
  We requested ** and secondary ** from the player. The ** must adhere to the list of acceptable **s and formats, this is standard for all players when ** is requested, and is in accordance with our Player Agreement that the player agreed to when opening their account. The player is fully aware as to why our ************************* is requesting this **. 

  
  We requested proof of ownership of debit and credit cards used to make deposits on the their Playnow Account, this is in accordance with our Player Agreement that the player agreed to when opening their account. We are not requesting 80 different cards. Financial Institutions should be able to get this information for him, even in the event that the account was closed. The player is fully aware as to why our ************************* is requesting proof of ownership of these cards. 

  
  Until the player can fulfill our request, their account will remain closed. We cannot make exceptions for the player. Our processes are created using the regulations outlined by FINTRAC ******************************************** and in accordance with the Gaming Policy Enforcement Branch (GPEB) ********************************************************************** . 

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22782728
  
  I am rejecting this response because:i gave them my ID over 10 times I have BC ID and phone bill and bank statment with my name and current address that I have submitted and for the cards for the rescan that I have explained you it's impossible to provide the statement!! So if they don't want to give my right to access to the public website it's different stor..anyway why did they accepted those cards and money transfered to their account? No they discriminating and keeping my account blocked!!it's unprofessional. 
  
  Sincerely,
  
  ****** Radbin

  Business Response

  Date: 04/02/2025

  The last time this player's account had ID submitted was Feb 2022. We received a blurry image of a BC Service card which we cannot accept as the info on it is illegible. As secondary ID we received a mobile bill where the required info was cut off, so it is also not accessible. 

  The Playnow account associated to this player name/email address has not received repeat submissions of ID.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 22782728
  
  I am rejecting this response because:

  Dear friend,

  This is excuse becase to keep my account block . One more time i attack my ID my Phone bill and bank statment that all of them has my current name adderss on it. I want to ask you pls unblock my account asap! That i need to purchase my tickets and play kino there.

  appreciate
  
  Sincerely,
  
  ****** Radbin

  Customer Answer

  Date: 10/02/2025

  Dear ******,
  Thanks for your call. I'm sending copy of my bc ID and copy of my bank statement and the copy of my phone bill (phone bill is snapshot and is two pages) .
  Best regards
  ****** radbin 

  Business Response

  Date: 10/02/2025

  Thank you. The player needs to submit this to our ************************* via the secure upload link. We cannot accept it via the BBB or any other 3rd party. I am not sure why the player is refusing to follow processes that have been laid out to him clearly by our support teams.

  The player still needs to submit proof that they are the rightful owner of the credit and debit cards used on their account before their account can be reopened. 

  Business Response

  Date: 13/02/2025

  Good morning, 

  
  I spoke with our ************************** they will be emailing a new secure document upload link to the player in just a few moments with instructions on what to upload and how (the player used the link in 2022, so they should be familiar with it). The player can also respond directly to that email if they have additional questions.

  
  They will need to upload their primary and secondary IDs (same as what they sent the BBB), as well as proof of ownership of debit and credit cards that we requested from them back in 2022. We can provide the list again, not a problem. They will have to provide proof off all of them, not just some. Financial institutions keep records, so while the player may need to put in some effort to get this information, it is not impossible, even if the accounts were closed in the last 3 years. We are asking for this in accordance with our Playnow player agreement that this player agreed to when they opened their account.

  
  Once we have all of this, the next steps will be to have the player speak with one of our Investigators or Game Sense Advisors regarding the threats they made to our customer service department on January 23, 2025. We take all safety matters seriously and want to ensure a safe environment for both our players and our employees. 

  Customer Answer

  Date: 13/02/2025

   
  Complaint: 22782728
  
  I am rejecting this response because:

  As I have told I can't provide them the proof of payment or bank statment of all those cards because that I don't have access to the owner of cards for some of them have died and some of them are in different part of the world and I don't have access to them and for my IDs sure il upload again my IDs but up to this moment I haven't received any link from playnow! I have never disrespected anyone at playnow costumer service and I need they give a proof that showes I disrespect anyone there! 

  Again I'm asking you because I'm on disability  please unblock my account that I buy my tickets and play keno there.

  
  Sincerely,
  
  ****** Radbin

  Business Response

  Date: 13/02/2025

  The player has just admitted that he used cards that he was not the rightful account owner of. This is in direct violation of the Playnow Player agreement. Account will remain closed indefinitely. 

  Customer Answer

  Date: 14/02/2025

   
  Complaint: 22782728
  
  I am rejecting this response because:

  I used the cards! why playnow accepted the cards? Why when I was depositing money they didn't stop me?this is discrimination! This is my right to purchase my lottery ticket online but playnow has trampled my right for four years. As I said I see generous people everywhere and if I ask them to borrow some money they would give me their cards to use it without any problem! So my question is that has playnow refund the money that I deposited from 80 different cards? Pls come down and relax and think! What have I done that u hang the phone on me and disrespect me? Money is flowing everywhere and by chance some of this money flow has fallen in to the playnow pocket. This is not bad it's like I go to casino with my friend and he gives me some money to play! Right? Now should the casino kicks me out because I didn't use my own money? Ok one more time I'm asking you pls unblock my account that I purchase my lottery ticket! im on disability with a punch of mental issues.

  Sincerely,
  
  ****** Radbin

• Initial Complaint

  Date:16/12/2024

  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.

  Urgent Complaint Against PlayNow Lottery Deceptive Practices, Unfulfilled Promises, and ************************* I am writing to formally lodge a complaint against PlayNow Lottery, a company that has continuously failed to fulfill its promises and deliver on its obligations to me as a customer. I am extremely dissatisfied with their deceptive advertising practices, their failure to honor promotional offers, and their appalling lack of customer service. This company has consistently misled me and shown a complete disregard for ethical business practices.Unfulfilled Token Promise: PlayNow owes me 20 tokens that have been promised to me for an extended period. Despite multiple calls to their customer service team, I have not received these tokens, nor have I been given any reasonable explanation or timeline for when they will fulfill this obligation. I have called numerous times and have been repeatedly told that the issue was "passed on" to someone else who would handle it, but there has been no follow-up or resolution. This is a blatant disregard for customer commitments.Deceptive Advertising and Promotions: PlayNow engaged in what I consider fraudulent practices by sending me targeted emails promising a sign-up bonus, as well as a "money-matching" promotion. I followed their instructions by depositing money into my account with the expectation that they would match the deposit and honor the promotional offer. However, I received absolutely nothing in return for my deposit, and there was no communication from PlayNow regarding why this promotion was not honored. This is a clear example of misleading advertising designed to deceive customers into making financial commitments under false pretenses.Unprofessional ***************** The lack of accountability at PlayNow is nothing short of infuriating.

  Business Response

  Date: 18/12/2024

  Can the player please specify which promotional offer(s) they have participated in that were not honoured by ************************ so that we can investigate whether they met all the terms and conditions? Additionally,can they please specify what $20 token they are referring to? We have reviewed the 5 most recent offers that they participated in, and they were all fulfilled. If a player does not complete a promotion in full on their end they will not receive the free play tokens for that promotion.

  
  If the player has specific advertising concerns where they feel mislead/deceived, we would like to review those as well or have an opportunity to address them to the BBB. Please note that the player receives targeted promotional materials via email because they opted in to them, we would be more than happy to assist them in unsubscribing from these promotional emails if they wish,alternately the player can do this themselves via their account settings. The player also has the option of not participating in promotions they are not comfortable with.

  
  We are sorry to hear that they are unhappy with our customer service, while we strive to assist our customers as best we can some technical issues do need to be reviewed by a more specialized team. Some technical issues, such as outdated devices, cannot be resolved by our technical team. Refusing to complete recommended troubleshooting will also lead to experiencing issues during game play. All minimum system requirements and basic troubleshooting can be found on our website and have been provided to the player in the past

  Customer Answer

  Date: 18/12/2024

   
  Complaint: 22688281
  
  I am rejecting this response because:
  This does not give me what I am untitled to. I demand my tokens which I have requested for months
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/12/2024

  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.

  On November 20th I received an email from play now which said earn 100 in free games with World of games. I kept the email because I have had that offer before and planned to do it when I got paid end of November. I play $100 a month at playnow. So On November 27th approx 10pm I put 100 in the acct and then shortly after midnight began playing 5.00 per each of their 12 games to qualify for the 100. I put that in my promotions page before I started and it was accepted. To play the 12 games took me over 2 hours - to make sure you have the right game and make sure u put 5.00 minimum per game. I lost of course and continued to play the remaining ***** and also lost. Other than the promotion i only play a game called night life. So when the 100 was not there on the 29th i was going to send them a chat but no chat icon and then under chat it just keeps going in circles so I found a form u could fill out and did so explaining the whole situation and no answer. Sent a followup on Nov 30 as I had not received a reply. Then just by chance I found in my junk mail that they had replied and u can see why it went to junk mail in the picture i sent you with the 50 letters and numbers in the subject line. I had clearly told them i had no chat available on the site and i could not call because i have a speech impediment due to a recent cancer operation. In the two earlier replies they never addressed this issue just told me they could not help because of privacy I should either chat or phone. So on December 08th seeing they are tone deaf - do not even ready the forms they get I sent ***** a reply IN ALL CAPS explaining for the 3rd time no chat available, can't call because of speech impediment - don't care about privacy - and said you have that legally in writing from me to go ahead without privacy - I have attatched the email back from ***** - tone deaf - My confirmation of the 3 forms i sent 05750463/05751266/0762131 - just want my $100 as promised

  Business Response

  Date: 11/12/2024

  We have reached out to the player directly to resolve the issue regarding their promotion dispute, we would like to address their other concerns here.

  
  While we understand that phone support is not a viable option for all our players, we do need to run through identity questions to ensure that we are interacting with the rightful account holder. This cannot be done through email for privacy reasons. Despite Playnow being down for maintenance as shown in the players screenshot, our live chat was and still is available 24 hours a day, 7 days a week for those who prefer or require that option. We apologize if the player was experiencing issues getting through to an agent.

  
  We would also like to apologize if the reference number in our email subject line caused any confusion or frustration. Those numbers are used to attach a players response to their original cases for a quicker resolution; without them each response would open a new case/investigation in our ticketing system. Marking Playnow Support as a trusted sender should reduce our emails ending up in a junk folder. 

  Customer Answer

  Date: 12/12/2024

   
  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,
  
  *********** **** - Also I would like to thank you for the way you run your business - it should be a model for all businesses incl. BCLC.

• Initial Complaint

  Date:23/10/2024

  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'm unable to access my playnow account because I'm locked out. When I live chatted with them a couple weeks ago they said they would send me an email with instructions on how to verify my account, which I never received. When I called them, they said my account is locked and there's nothing they can do and that they would send a message to the investigations team to contact me. Its already been 2 weeks and I've heard nothing.

  Business Response

  Date: 28/10/2024

  This investigation was started November 2023 with an email being sent to the locked account on November 6, 2023 requesting documentation to verify identity and ownership of financial instruments. We did not receive a respond from the player at that time. 

  In response to the player's request to the BBB to have the email resent, our Investigations team emailed the player a second time on October 23, 2024. To date we have not received the requested documentation. 
  
  The account will remain locked pending the completion of this investigation and confirmation of compliance with the associated Player Agreement. ***************************************************************************************************************

   

• Initial Complaint

  Date:17/10/2024

  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.

  Ive been a very old player on ************************ and regularly set aside an amount out of my paycheque for online gambling. *** never had an issue until now. I tried logging into my account saw this message Sorry, your account has been blocked from logging on to ************************** If you require further assistance, please contact Customer Support at ************** and quote the following error number: 7004I contacted a customer service *** but I was told that I was blocked by the other department No reason given or what so ever. I was told that theyll get in touch with me, when? No idea when. Whenever they decide to work on my case. I talked to 2 different ***s but it was of no help. Meanwhile my brother tried logging into his account and he was blocked AS WELL. 2 people from the same household. My mom was the only one left and when she checked, she was blocked AS WELL. My brother even had funds in his account that he wanted to withdraw but cant do it now. I called their help line and was on hold for over an hour but no one answered. I rely on my winnings to survive between paycheques cuz I get paid once a month. This random ban has caused me extreme stress and anxiety. Plus no one has reached out to me or even told me why they chose to ban my entire family. We havent done anything that goes against their policies. We were supposed to pay a bill thats due next week and as mentioned earlier, I rely on my winnings but this unnecessary ban has caused a delay and now I wont even be able to do pay my bill next week when its due. I need someone to reach out to me asap and tell me whats going on. I dont care if they dont have time to work on my case but atleast tell me why I got banned in the first place. Or atleast let me withdraw my winnings that were available to withdraw and then ban my account. Whos responsible for any late charges that will occur on my utility account?

  Business Response

  Date: 22/10/2024

  Good morning,

  
  Our ************************* has reached out to the player twice on October 18th, and a third time on October 21st to explain the issue and request appropriate documentation, to date we have not received all of the requested documentation. The account will remain locked pending the completion of our investigation and confirmation of the validity of all related PlayNow accounts in compliance with the associated Player Agreement Sections 4.06 and 5.01

  All players must adhere to the Playnow Player Agreement that they consented to prior to opening their account. Details can be located here: ***************************************************************************************************************  

  Customer Answer

  Date: 25/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is satisfactory to me.
  
  I filed this complaint over the weekend I believe. I should have just waited for the weekend to be over because they responded to me the very next business day which was Monday.
  
  Sincerely,
  
  Zarsanga Rubab

• Initial Complaint

  Date:08/10/2024

  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.

  Ive played thousands of dollars over the time Ive had a Playnow Saskatchewan account. Ive yet to have any wins and constant losses. On September 30th, I won a large sum of money on a slot machine. I went to withdraw right away and noticed my name was my maiden name. I messaged an agent in the chat and she told me I had to email proof of the name change (marriage certificate etc) and that I was to receive an email to do this. The link to the site was very sketchy looking and after I uploaded the documents I never received any confirmation email or anything that it was received. I checked throughout the week and it wasnt updated eventhough I was told 1-3 business days. I tried calling numerous times Oct 3-6 and was on hold for hours each time. I needed to withdraw and Oct 6 was told it was in the cue for the name change and I shouldnt try to withdraw as my account could be locked due to the different name on my bank account. In that time, I ended up losing the money. I told them I needed to withdraw and they wouldnt expedite this. Im devastated. I needed that money and its soul crushing and I dont know what to do. I would like a refund and get those fund back. I have deposited 92 times and this is the first time I won and wanted to withdraw. The customer service is terrible and given the circumstances I believe I should get this money back. The games constantly glitch and boot me out due to geolocation errors when I am in SK and have followed all FAQ to clear browser etc. its despicable that they rob people of their winnings there have been numerous times in the middle of the bonus getting booted out and game reset. For a company that gives back to the community they should be ashamed of themselves. I want my winnings back!!!!

  Business Response

  Date: 08/10/2024

  A team leader has reached out directly to the player to discuss the issue.

  The player was advised of delays due to the long weekend during their interactions with us. They also made two previous attempts to change their last name in the last two years, but both times they did not send in the required paperwork, the process was not new to them and they were aware for a long time that the name on their account was not correct. Per the Playnow Player's Agreement players are responsible for ensuring their account information is up to date. 

  Further to this, at no point did the player indicate that they had concerns that they would wager through their winnings due to delays. Players can place time outs on their accounts, Playnow support is not needed for this. We also have Game Sense Advisors available to discuss how to take a break from Playnow. We are not responsible for refunding a player who actively chose to play through all of their winnings prior to making a withdrawal. 

• Initial Complaint

  Date:07/10/2024

  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.

  This site is a scam. I highly recommend it be audited from a 3rd party or even rhe federal government. It swindled money from me ensuring I lose unable to cash out. This is embaressing thay they claim they are a government company however the business practices and ethics are highly concerning. I've lost over 250k to this site and I was ale to wager when I lived outside the area only for them to take my money when I should never have been allowed to wager in the first place. They only take money and never pay out.

  Business Response

  Date: 07/10/2024

  Because we are a Provincial Crown Corporation, we operate under and are monitored/audited by the Gaming Policy and Enforcement Branch (GPEB) and must adhere to the Technical Gaming Standards for *********************** (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 ***************************** ensure integrity, BCLC receives certification from a third party testing company for gaming software that may 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 Policy and Enforcement Branch (GPEB). Gaming software suppliers also undergo a stringent registration process and background investigation by the Gaming Policy and Enforcement Branch (GPEB), which reports through to the Ministry of Finance.

  I would like to add that this player has a long history of contacting Playnow Support on a consistent basis (several times a month) with purchase disputes, complaints, threats to escalate to the media & BBB, etc.. All of which have been fully addressed.

  Wins are never guaranteed and if the player is wanting to discuss their losses and options available to them I would strongly recommend they reach out to one of our Game Sense Advisors. Support can be found here:  *******************************************;

  Customer Answer

  Date: 08/10/2024

   
  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,
  
  ***** ****