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

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  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:14/06/2024

  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.

  I have been a daily user of ******************** for over 4 years and have spent 10s of thousands on the platform and I can say without a doubt that there's something malicious going on with their slot machines. Over the last 2 years, I've had endless "technical difficulties". I'd contact them and follow all of their trouble shooting advice but to no avail. I'd routinely get booted from the games mid-spin with an error message, sometimes I'd notice that my previous wager was gone and not returned afer being booted mid spin. As this issue persisted more, I contacted them again around 8 months ago and started documenting my case and they discovered that I had 3 active games stuck in limbo with the vendor IGT (that didn't appear on my end) and that they'd have to contact them to fix this!?! That was after I spent endless hours following their useless troubleshooting. During these months, the games would not pay ANYTHING. They claim that the games being stuck in limbo wouldn't affect the payout, but when I'm kicked out every 10 minutes, how could it not? Once the vendor fixed things, the games were good again and starting paying out as per usual. The games were good again up till about a month or 2 ago. Over the last month it's terrible again and I'm getting booted mid spin (wager sometimes not being returned) with the same error and the games won't pay out ANYTHING again. Very suspicious. I tried reaching out ONCE AGAIN and within ***** minutes they just shut down my message with the notification "problem resolved" without even speaking to me.Clearly if MULTIPLE games tied to my account are being stuck open in limbo without any indication and kicking me every 10 minutes, the games are not operating as they should. For all this wasted time and headaches and being kicked out `100's of times mid-spin without the money returned, they gave me like a 10 dollar token once, even though I've probably lost well over 100 from being kicked out without the wager returned. PITIFUL SERVICE

  Business Response

  Date: 21/06/2024

  We reached out to the player directly to try to resolve the issue but have not heard back. 

  We appreciate that they have done troubleshooting in the past, but I would also like to point out that the errors they are receiving are typically network related, these can be experienced when there is a lag in the network connection or temporary drops in connection, especially if using a mobile device or wifi, etc. We also have minimum system requirements that we may need to go over with the player.

  We apologize for the negative experience and would like to work with them directly to resolve this. 

  Customer Answer

  Date: 26/06/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:27/05/2024

  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.

  I,m reaching out today because after several times of reaching out via chatbox,email/phone calls to customer service representatives at the ********************************************* website in my persuit for answers and ultimately an explanation of why after complying with all of thier game play environmental suggestions like insureing up to date browser/clearing cashas/history cookies etc have several of my game plays continue to have the same issue's. ?The last 2 issue's I contacted custumer service and clearly was told that they would be forwarding this to thier technical team because there appears to be a problem that they could see that and understand ,but after several attempts to make contact with them and several reassurances from customer service that they would get back to me,I heard nothing about my complaint but i did recieve approx one dollar and 80cents credit..that was after giving them more then $2000 of my hard earned money for that honust chance they sold to me so I was hopeing for a little bit more then $1.80cents credited back to my account and some sort of explanation to why I caught the system several times taking my bets while the hole time not even being connected to thier vendors games, or server,at first I was in shock but noticed it happening more and more and then again recently I had spent a large amount, BUT this time I recorded all of thier system errors via screen snap and sent some of them in to them but little be known I also recorded network connections real time data that shows that either the connection with thier vendor and the actual connection with playnows website was dropped and yet the game window gives me no indication of a droped connection until I try to refresh and then I get the not logged in error while the game is still excepting my ******....again my emails and requests for an update or appropriate compensation from what I honustly now call criminal behaviour at the highiest level of our government(should I get legal council) ?

  Business Response

  Date: 05/06/2024

  PlayNow apologizes for the inconvenience you have experienced with our game play.
  
  We have reviewed the complaint and have since reached out to you directly and provided our recommendations.    

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 21764114
  
  I am rejecting this response because: the couple of days that these issue's where interfering  with my game play was a couple thousand dollars that was basicly taken from my account especially when Im making bets over 5 dollars  and  they came back with this settlement is beyond my comprehension when there investigation has admitted the games errors that can only be decribed as deceitful and unfair game play experience which is plural in my case ,Basicly Playnow offered me a service that I did not recieve and basicly took my money and ultimately takes no ownership of the games that when in error  continiue to effect my entire time spent logged on or as I've clearly indicated and have seen with my own eyes,I mean really !!, not even connected to the games server but the game windows go on to play in and out of connections taking bets just the same and that other organizations ('There Vendors)' as they refer to them as appear to be lying about the consistency of there games.SO when playnow does not respond to the same complaint from me as this very one with a respectful investigation and sluffs off the accountability and only gets the original customer service rep to reply to me with some short words and $1.85 returned to my account if not insult to injury when again that involved several thousand dollars taken from me in that game play time period only to arrive once again  at a ridiculous compensation  amount of $8.90 cents which doesnt even come close to what there games were snatching from me in the very clear and blunt hijacking of my acount funds but yet they've admitted the games errors but when it comes to compensating and seeing the amounts in which they have come up with and offer me as the ridiculous amount of $8.90 can only leave me with feeling violated and used and clearly the feeling of embarrassment becaise how I've been dealt with only indicates to me that they believe that they make the rules and that they'll continue to get away with this.So I CAN'T honestly and consciously except there shameful offer after they laugh at me the way they have and especialy after many many times emailing and messages in a simple basic request as an update on my concerns and the investigation but they continued Not to reply back to me and make me feel ashamed and stupid and continue to talk to me with unsureness everytime that I'm doing everything that is recommended and updates of all programs and internet types and so many more on the checklist Ive learned very strictly in hopes that this unfair game error problem was my fault but it ****** isnt because ive done Everything that was asked of my game play enviroment ! So again  No, I will not except this as fair at all.

   Sincerely,

  *******.G

  Business Response

  Date: 18/06/2024

  PlayNow apologizes for the inconvenience you have experienced with our game play.

  
  Again, we recently received your complaint and have since reached out to you directly and provided our resolution. 

  
  Please note our Player Agreement specially Sections in 10.0 on Accessing PlayNow (PlayNow Player Agreement:)

• Initial Complaint

  Date:27/05/2024

  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.

  A few weeks ago, my account was locked out on play now.com, for unknown reasons. I contacted support, and was advised that my account was locked out by their investigation department for reports of abuse. A few days before that, a player was on their bingo games, winning so many games in a row, 13 rounds in a row when there was no way he should of won when he was 2 or more numbers left to win, and somehow wins it on the next ball, Example: He needs 2 numbers to win, The next number is called and he wins. It gave everyone the impression that this player was either cheating, or is a computer generated bot created by the software for the website This player went on to winning 83% of the rounds This cheated myself and many other players out wins that they should of possibly won Well now it's almost a month, and I don't have access to my funds, which I'm legally required to have access to at any time, I should of won their jackpot that night, cause of the rounds I was on the 28th ball, 6 numbers away from a blackout, to win the jackpot, you needed 49 or under to win, well I didn't even get one of those 6 numbers till 48 *****, and each time that cheating player or bot was the winner Each time from line 2 to Line 5 rounds to win Line 2 needed 1 to win, it was called on 31 ball Line 3 needed 2, it's was on called 38 Line 4 called on 47 ball, And then I finally get a ball that I needed on ball 48, but then it's game over on ball 52 All won by that player or a bot.So I was cheated out of so much potential wins by BCLC software, or a cheating player that was able to get past their safeguards,I lost out on $2000 to $3000 in winnings by that player or bot.. Like I couldn't hold it in, so I got ****** off and used some not so appropriate choice of words, cause now I've lost $300 or more, by a cheater or BCLC BOTs. This is bad There are so many bad reviews of this happening to 100s of others..

  Business Response

  Date: 05/06/2024

  We have reviewed this complaint and are working directly with the player on a resolution.   

• Initial Complaint

  Date:24/05/2024

  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.

  April 13 between 4 and 5 am. I was playing thundering Shenlong. My bet was 24 a spin and I hit bonus. It re triggered 49 times. Then the game stopped. I call play now and they re directed me to another person. They said I had two open games and would take a few days to pay me back. Few days past and they only refunded me the 24 dollars. Games have stopped before but they always continued where it left off. Their decision was unfair when the game was found to be open on their end.

  Business Response

  Date: 31/05/2024

  PlayNow apologizes for this negative experience.

  
  Our Customer Support Team has reached out directly and has requested the further information such as exact date/time of the issues and screenshots to help us further investigate this with our Technical Support Team. 

  
  Once this information is provided we will work with this complainant for a resolution.

• Initial Complaint

  Date:24/05/2024

  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.

  Last week, I noticed a multitude of unexplained errors on the website, particularly every time I experienced even a minimal win and I was instantly kicked out of games. I immediately contacted an agent who advised that I should send in screenshots, which I did. The last error occurred when I triggered a Mega Jackpots Bonus Round (which I believe I would have won), however I was once again kicked out of the game. The agent advised they couldn't resolve the issue and re-start the game, however Tech Support could. I provided a screenshot and also contacted the ************** to provide more information at their request. It is now over a week and I have not been awarded my open round, nor what I should have won. The game has been "closed" apparently by the vendor, however I was told they still had to do "one more thing". I have followed up daily, only to be assured things would be manually adjusted - however, this has been to no avail. Also, my sessions grind along with horrific quality on whatever game I play - I have contacted my internet provider and they have confirmed the issue is with Playnow. I have been a loyal client who's wagered hundreds of thousands on this site - and, now, I believe Playnow is playing me. Deliberately holding back a Bonus round and not paying me my winnings. I am sure I'm not the only one - how can there be NO ACCOUNTABILITY and NO TIMELINES for any of us?! Talk about the greatest scam on Canadians - the real pandemic is the addiction issues they're creating by luring us in and promising fair play, meanwhile, we're being scammed at every turn. I can provide screenshots, videos - whatever is needed to prove my case - and if I can't get resolution here, I will go elsewhere to spare others the same experience.

  Business Response

  Date: 31/05/2024

  PlayNow apologizes for the inconvenience you have experienced with our game play.
  
  We have reviewed the complaint and have since reached out to you directly and provided our recommendations.    

  Customer Answer

  Date: 01/06/2024

   
  Complaint: 21749304
  
  I am rejecting this response because:
  I have used Playnow.com for years with the same type of internet connection (DSL) that you are alleging is causing multiple issues. Nothing at all has changed on my side, however the decrease in gaming quality and consistency has become increasingly worse with Playnow recently. There are more random errors than ever before, particularly after a minimal win. Reels jam or skip and games kick you out randomly. And, Playnow seems more apt to find some issue on the players side than to actually provide assistance or accept any accountability. Its become standard protocol that agents cant help, youre referred to the tech team (who conveniently has no service standard), and you have to follow up for days/weeks, receiving no real answers. Providing me a wager refund or minimal credit for a major bonus that crashed without reason only makes one think that the wins are more controlled than ever and you can decide at will whether to ***** one or shut it down with an error that you can chalk up to something on the players side like an internet connection. This contradicts the integrity, fairness, and transparency you claim to have.
  Sincerely,
  
  ********************

  Business Response

  Date: 18/06/2024

  PlayNow apologizes for the inconvenience you have experienced with our game play.

  
  Again, we recently received your complaint and have since reached out to you directly and provided our resolution. 

  
  Please note our Player Agreement specially Sections in 10.0 on Accessing PlayNow (PlayNow Player Agreement)

  Customer Answer

  Date: 18/06/2024

   
  Complaint: 21749304
  
  I am rejecting this response because I have video proof of the same error and a totally different outcome because I had a minimal wager/pay-out this time around.

  You are hiding behind your player agreement legalese and shifting the blame onto us because of trivial things like our internet connection (DSL is a favorite to blame).
  

  Why not let the public decide.there is no way you are acting with any accountability/fairness/transparency and Ill gladly share my story and proof to spare others the same demise. Your website is not accepting my uploads - I can gladly send separately - or maybe I should just post on ******* as a buyer beware?

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

  Business Response

  Date: 28/06/2024

  We reviewed the attached screenshots from the player when they were first received and consulted with our iGaming Application Support team who support the functionality of our website regarding the error messages. They we able to determine that the players DSL connection type is not suitable for PlayNow functionalities, therefore, we recommended that the player contact their ******** Service Provider. We have informed the player that their ongoing technical difficulties persist because of using a DSL connection, which cant be rectified through troubleshooting on our end.
  
  The issues reported by the player include timeouts and location errors. During an ongoing game, PlayNow regularly monitors the players connection and location identifiers. Any interruptions in the connection type can result in games failing to complete or load properly. DSL connections, particularly those hosted through Bell MTS, are known for being unreliable, slow, and often share hardware with other members of the building or household (e.g., apartment buildings). Minimum system requirements and other FAQs about Playnow Technical issues can be found on our website. We also sent this along with further details regarding Playnow and the player agreement to the player in our communications outside of the BBB platform. Per the Playnow Player Agreement it is the players responsibility to ensure their equipment is suitable for using PlayNow.
  
  Our team has been compliant with escalating open game sessions to address any game-related issues.
  
  We have had numerous communications with this player, however, we will not be able to resolve their issues/concerns until their internet connection meets our requirements. We apologize for the frustration that the player has been experience and hope they can have an enjoyable experience on our site once the issues on their end have been resolved. 
  

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21749304
  
  I am rejecting this response because: I have used Playnow.com throughout the pandemic and never experienced the rough game play or constant errors that I have over this past year (despite my connection remaining the same and Playnow supposedly making "improvements" to the gaming quality). Playnow.com offers no service standards for if/when issues will be investigated or addressed and is quick to find fault on the player's side, even though Bell MTS confirmed the issue is not with my DSL connection. It is slanderous that Playnow.com would even allege that Bell MTS connections are particularly unreliable. 

  It is highly questionable that when I made a larger wager and was awarded a bonus round, the game crashed and would not restart, however on another day, when I made a small wager and the same thing happened, the game actually did restart and give me a minimally paying bonus round. These type of inconsistencies have nothing to do with a DSL connection and are extremely questionable regarding the integrity and transparency of this website. 

  Yes, Playnow has been in touch with me because I frequently initiate follow-up and voice concerns and bring technical issues to their attention. Canadians deserve better than this and fairness and accountability aren't too much to ask for when Playnow expects the masses to trust them and purports to be the "legitimate" gaming site in *******

  I hope others who read this will think twice before trusting this website and not make the same mistake I have.

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

• Initial Complaint

  Date:13/05/2024

  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.

  Game ID *********** I was playing 2 hands of blackjack. The dealer made a mistake and pulled the card out before I made an action. My hand was a soft hand so it wouldn't have busted. However what happened was someone on the mic said "burn the card" and continued the play. I was not given an option of pulling my bet back or keeping the card or anything at all. It was this unilateral decision that subsequently made me lose both hands because the dealer had 21. This is unfair as I was NOT given the option to do anything (ie. keep the card, burn the card, pull the bet) it was a unilateral decision for the better odds of the casino to just burn it and keep going. This is unfair, unjust, and in no way should it be allowed. I am seeking my $400 back in refund.

  Customer Answer

  Date: 14/05/2024

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:19/04/2024

  Type:Sales and Advertising 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.

  Playnow regularly does a "rebate" promotion where they claim they will rebate a certain percentage of your overall losses from what you wagered over a two to three day period. I've attached screenshots of their most recent promotion in order they are read on the webpage. Reading it you are led to believe you will recieve a rebate of your overall losses and a link that says redeem promo is right beneath it. Thats the first problem. Because below that is where it says "how this rebate works" which of course having clicked the "redeem promo" link at what you thought was the conclusion you would never get to that part. The 2nd problem is the "how this rebate works" doesn't actually tell you how this rebate works. It just repeats its a rebate of your overall losses. It does provide a link however to their terms and conditions which is several pages and needs to be downloaded in pdf form. It is buried within this document where the 3rd and most egregious problem is located. Their definition of "overall losses" is your losses Minus whatever you've "won" playing. Which is how losses acrue! Its ridiculous and grossly inaccurate as a definition. I played over $7000 during their last promotion thinking well at least some of it is being rebated. Not by their definition. This has got to stop. Either these bait and switch promotions end or their definition of "overall losses" should be stated up front and honestly in the main body of their promotional webpage.Hidden away and extremely unlikely to be seen in a downloaded pdf this "promotion" is delibritely misleading and honestly I don't think is even legal.

  Business Response

  Date: 22/04/2024

  Thank you for the screenshots. It is never our intention to mislead our players which is why we provide thorough terms and conditions on our website, which match up to what the player sent in, we apologize if this is overwhelming. If at any time a player has questions about our promotions, how they work, how they payout, etc we have agents available to help seven days a week by phone 7am-midnight and via live chat 24 hours a day. It appears this player participated in three separate, but similar, promotions back-to-back since February. I don't see anything in their history to indicate that they attempted to reach out to Playnow Support with any questions or concerns about the promotions. 

  For the first two promotions they had overall losses and they received tokens.
  
  For the most recent promotion in question, the player came out with an overall net WIN of $80.58 (Wagered $7035.79 and won $7116.37) so they were not eligible for a token. 

  Rebate Conditions state: 

  To receive a Casino Rebate Token, the value of your wager(s) on Eligible Casino Games during a Promotional Period must exceed the value of your winnings in an Overall Loss.

  I'm not sure how this is misleading.

  Customer Answer

  Date: 24/04/2024

   
  Complaint: 21597321
  
  I am rejecting this response because:

  Again Playnow is simply refusing to accept any responsibility for this issue. My main objections to their response is A) the terms and conditions of this promotion are NOT plainly stated on their webpage and can only be found on a link that must be downloaded. 

  And

  B) Their definition of "overall losses" is contrary to its actual definition. "Overall" means "in its entirety". I didn't cash out with over $7000 I won.  I lost it "in its entirety" wagering it on playnow during the promotional period. There is no other way of legally definining it. What they are erronously definining as "overall" losses is in fact "over and above" what was lost wagering against what was won playing during the promotional period. If thats what the promotion is thats what should have been stated. Facts are facts. Playnow providing a version of alternate facts as to what  the definition of "overall" is supposed to mean does not make it true.

  And

  C) I did reach out twice to playnow about this issue and was given the same nonsensical response they have given here
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 26/04/2024

  The player has indicated that their desired settlement is to have us discontinue our rebate promotions; while our promotions team is always happy to take player feedback into consideration, discontinuing a popular promotion that many of our players actively participate in and enjoy is not an option at this time. It is common practice for businesses to post terms and conditions for contests/promotions on their website (please note that these do not need to be downloaded, they are offered in a link that opens in a new webpage).

  I would like to suggest two alternate solutions for Mr.Sismey:

  1. If they do not which to read through the terms & conditions of a promotion, for whatever reason, or they have questions about BCLCs definitions of certain terms (i.e. overall losses) they can call Playnow Support prior to participating in the promotion so that they can make an informed decision before they play. Please note that the definitions in our terms and conditions will stand and are not open to player interpretation.
  

  2.They can simply choose not to participate in our rebate promotions. Promotions are meant to be a fun way to add to a players gaming experience. Playnow.com offers many alternate promotions and contests throughout the year that they may enjoy instead of rebates.

  Customer Answer

  Date: 26/04/2024

   
  Complaint: 21597321
  
  I am rejecting this response because:

  I have explained my concerns clearly and am just trying to provide Playnow an opportunity to  explain how their rebate works on the webpage where customers are invited to participate. Again I disagree with their definition of "overall losses" as they define it but at the very least the definition of "overall losses" as they have it should be clearly and prominently stated. Not buried in a 5 page pdf that has to be downloaded via a link that is easy to miss. Regardless I've taken this complaint to Ad Standards Canada which will either agree or disagree with my complaint. I will honor their decision on this matter whatever it is. I'm sorry it has reached this point but I feel strongly about this promotion taking advantage of the trust customers have placed in Playnow which makes a point of it being a safe and trustworthy gaming site. 

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

• Initial Complaint

  Date:19/04/2024

  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.

  Playong head by to head Omaha always lose.To Same person or persons.Ive been playing for decades not probable this should happen.As I know Im a stats prof.I word like an investigation into PlayNow software.How often do they check and up date it?I understand losing can happen but not like this.Specifically my head to head play.

  Business Response

  Date: 19/04/2024

  I want to confirm that I am understanding the players inquiry. I dont see any calls in to our support centre since October 2023 so I only have what has been written to the BBB as reference. Is the player saying that when they play head-to-head (two person) Omaha Hi or Omaha Hi-Lo iPoker on our website they feel they are always playing against the same people and those same people are always winning? In addition, they have concerns about the iPoker software on Playnow? If that is correct, please see our response below.

  
  PlayNow.com is part of the Canadian Poker Network, which includes a variety of players from British Columbia, ******** and ******. Players join iPoker tables via an online lobby and can choose which tables to sit at and are free to leave tables to move to others. 

  All PlayNow.com iPoker games use a standard 52-card deck, the outcome of the cards dealt is completely random and not dependent on any external influence whatsoever. The success of the player is dependent on several factors and is not restricted to the card outcomes, betting strategy,table position, chip stack, cards dealt and the skill ability of you/your opponent(s), are all factors that a player must take into consideration. We can assure you that all games undergo strict testing both internally and externally prior to being loaded onto the site to ensure every player has the same opportunity.

  Furthermore, all games on Playnow.com, including iPoker, must receive a Certificate of Technical Integrity (CTI) from the Gaming Policy & Enforcement Branch (GPEB) of British Columbia before launching on the site. GPEB is the regulatory agency for all gaming within the province including PlayNow.com. Before a CTI is issued for any game, it must meet or exceed all requirements outlined in the Technical Gaming Standards (TGS-5) for *************** Systems. For your reference, I have included the link to TGS-5 document below:

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

  If the player has a specific hand that they would like reviewed we would be happy to assist further via Playnow Support by phone or live chat.

• Initial Complaint

  Date:04/04/2024

  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.

  Received an email that there were no issues with gaming March 10. Filed a complaint due to technical issues, freezing, kicked out of server, cards exposed in the shoe (Ace diamonds), game play was not live and continued to skip ahead. I was told by telephone and live chat support that I was getting a sizeable refund back to my play now account. I was lied to as nothing is getting done to resolve the mess that occurred that evening. 3 1/2 weeks have gone by and no refund I want another investigation put forward with these issues. *** contacted my bank for a charge back from the vendor because services were not properly rendered. Nothing but lies and deceit from playnow.

  Business Response

  Date: 09/04/2024

  I'd like to address the concerns individually to better break down the issue(s).

  Customers Statement of the Problem:
  Received an email that there were no issues with gaming March 10.
  This is correct, we did email the player to advise that there we no issues located for the date in question. All their accepted bets played through and paid out correctly, the player can review this in their transaction history. A second investigation with the 3rd party vendor located a bet of $2600 that was not accepted (the player wasnt charged). This can happen due to technical issues, as a gesture of goodwill we issued a token to the player for 10% of the wager: $260. This is the standard amount we issue to our players for rejected bets. It is important to remember that the player was never charged for this bet, so a refund is not needed.

  Filed a complaint due to technical issues,freezing, kicked out of server, cards exposed in the shoe (Ace diamonds)
  The player was provided with technical troubleshooting in their email response. Minimum system requirements are listed on our website as well.
  

  For an optimal player experience and site performance on any device using playnow.com, we recommend using:
  1.   The following browsers:
      ****** ****** and ****** mobile (latest version)
      Mozilla Firefox (latest version)
      Safari on MacOS and iOS (latest version)
  

  2.   The following operating systems:
      Windows 8.1 (and higher)
      OSX (latest version)
       iOS (latest Version)
       Android 7 (latest version of Android WebView)
  

  It is recommended that you always keep your web browsers up-to-date.
  While previous operating systems and browser combinations may work on playnow.com, some functionality or information may not work or be displayed as expected. The playnow.com databases record the correct outcomes generated by our games and BCLC relies on this record in the event of any dispute.
  Our development teams make use of new capabilities available in modern, up-to-date operating systems and browsers. As a result, we have made the decision to support only modern operating systems and browsers.This also provides improved security and performance.
  
  Our ******* games use a service called WebGL, a web-based graphics library that eliminated the need for plugins to run graphics on your web browser.
  WebGL has minimum hardware requirements and if your device does not meet these requirements, you may experience display issues.
  We recommend that your device have the following to support WebGL:
           Minimum 4GB of RAM
           64 bit processor
           Capable Graphics Card (recent / up-to-date)

  Note: If your system does not support WebGL you can still play our ******* games, but you may experience display issues such as blank reels, missing symbols or shaky graphics. These are display issues only and do not affect the outcome of the game.

  Handling errors: If there is any error in the game,gambling system or game procedure, the game round will be temporarily paused while the dealer notifies the shift manager. All players at the table will be notified via Chat, or by an on-screen pop-up message, that the issue is being investigated. If the manager can immediately resolve the error, the game round will continue as normal. If immediate resolution is not possible, the game round will be cancelled, and initial bets will be refunded to all players who participated in the game round. The player did not provide a time stamp for any handling errors (exposed ace in shoe). No errors of this nature were reported in the review that was completed.

  Game play was not live and continued to skip ahead.
  Game play is live and recorded in a studio in *********, **, it cannot skip ahead however, it may appear to skip ahead if the players system is freezing. Multiple players can sit at one table so it will not pause if one player is having technical issues. Players can also interact in real time with dealers. Clicking on any of the Live Casino game tiles will launch Live Casino in a new pop-up window. You can watch on any game table without sitting down or placing a bet. Live Casino game outcomes are determined with real cards whereas other table games on PlayNow use a random number generator to determine game outcomes.

  I was told by telephone and live chat support that I was getting a sizeable refund back to my play now account. I was lied to as nothing is getting done to resolve the mess that occurred that evening. 3 1/2 weeks have gone by and no refund I want another investigation put forward with these issues.
  I have reviewed all the players live chats, phone interactions and email interactions. Despite the player repeatedly referencing that they wanted a full refunded or a sizeable refund or telling the subsequent support agents they were promised a refund at no point during the interactions was the player advised that this would be the case. They were advised that the large amount of ****** made throughout the day was what was holding up the investigation, not the value of the ******. For reference, they had 426 ****** that day and were not able to provide us with time stamps of when their issues occurred. All 426 ****** and the game play for that entire day were reviewed. The player was also told that the refund that they were requesting could not be done at the agent level, and it could not be issued until an investigation was complete; it would have to be reviewed by other departments, which it was, and it was determined that a refund was not warranted. I can understand that there may have been some confusion but we can never guarantee a refund will be issued or declined until an investigation is complete.  Given that we have reviewed the game play internally and by the 3rd party vendor, without additional information from the player a third investigation is not going to turn up any new outcomes. All ****** that were accepted played through and a token was issued for the sole wager that was not accepted. 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 21532132
  
  I am rejecting this response because: First off I never wagered through a 3 rd party gaming site. I did not receive the services rendered. Im requesting a refund as Playnow BCLC is where these transactions occurred through. Your chat team all admitted I had technical issues, and was told a refund would take place. Now Im being lied too. You guys pay off the BBB to make things go away. A full investigation needs to take place with this company. Look at the shoe decks there were cards exposed, I was kicked out, blank screens, glitches, games jumping ahead. There was nothing wrong with my phone as I played your phony token and It worked fine 3 weeks later with no issues. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/04/2024

  Again we would like to address these concerns individually.

  First off I never wagered through a 3rd party gaming site. Playnow hosts games from many different 3rd party vendors, this information is available to our players. With BCLC's oversight, Evolution Gaming is responsible for developing and operating the Live Casino studio in Metro Vancouver.

  I did not receive the services rendered. Im requesting a refund as Playnow BCLC is where these transactions occurred through. Can the player please explain what services were not rendered and which transactions, we would be happy to review them if something has been overlooked? For all of their play on March 10, all ****** that they were charged for played through and are recorded in their play history. The player can check this history themselves. They were NOT charged for the sole game that did not register and did not play though. 

  Your chat team all admitted I had technical issues, and was told a refund would take place. Now Im being lied too. We advised the player that their was one game that experienced technical issues. At no point did we advise the player of any additional issues, and at no point that day was Playnow experiencing internal issues. At no point was the player promised a refund. The player repeatedly told our agents that they were promised a refund, not the other way around. Our team advised that IF a refund was to be issued it would be done after the investigation was complete and it would be done by a manager.

  You guys pay off the BBB to make things go away. We do not.

  A full investigation needs to take place with this company. Look at the shoe decks there were cards exposed. Handling errors were addressed in our previous response, they are also addressed in the terms and conditions on Playnow.com. If the player has a time stamp we can review this further but nothing came up in our review. Can the player confirm if this was brought up with the dealer at the time of the incident either by themselves or any other players at the table?

  I was kicked out, blank screens, glitches, games jumping ahead. There was nothing wrong with my phone as I played your phony token and It worked fine 3 weeks later with no issues.  Can we please have time stamps or screen shots? Nothing indicates that the player was not able to play through their hands, quite the opposite as it appears they were participating in the games in question. All games that were wagered on, and where the wager was accepted, played through. As mentioned in our previous response Live Casino does have many minimum system requirements that if not met can cause issues with play. These issues can be intermittent so it is possible that the player didn't experience issues later on, but they will likely experience issues again in the future. We would be happy to go over all the requirements with the player directly if they like. 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 21532132
  
  I am rejecting this response because:

  Obviously I am getting nowhere with Playnow. They want to provide multiple screenshots of the errors and deficiencies of their game play. Check the exposed ace of diamonds in the shoe that would have affected the whole outcome of the deck shoe. I wrote in the live chat twice or more regarding problems I had with game play that evening. My bank sent you 30 days to refund the amounts and you never responded to them. All I got from the investigation team were lies and the runaround regarding the $22000 that was deposited for gaming. I will go another route to get monies refunded back for black screens, game glitches, freezing, kicked out of the game and repeated skips in live video play. I demand a sizeable refund back and hope a solution and outcome can be made or I will have to take further action on this case. Over three weeks of your so called investigation with a phony response back that there were 0 issues. You should be ashamed of yourselves for hiding and covering up the real truth. What is the next step to appeal this? 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/04/2024

  The player wont be refunded $20,000 in game play as they wagered on over 400 games throughout the day and actively played through those funds. We have already issued them a token as a customer service gesture, they were issued the same 10% that any player in that scenario would receive.

  As for next steps we are more than willing to review the allegation that an ace was exposed in the shoe. Weve asked on a few occasions now for a time stamp, even a time frame to narrow this down, we have still not received that. All day isnt a small enough time frame. We have now had our support staff, our Investigations team, and the vendor review this players game play for the entire day in question and do not see and issue related to what they are referencing. No players at the table, including the complainant brought up a handling error to the dealer during the day in question for the games the player is questioning. Is it possible this was on a different day,and if yes, what day and roughly what time? It is also important to note that if there was an exposed card, it wouldnt have affected the entire day of game play.
  

  Next steps for the timeouts, etc. as mentioned in our previous response, we do have minimum system requirements that need to be met for optimal game play. We have not had an opportunity to troubleshoot with the player directly although we have sent them this info via email and through our responses to the BBB. In doing a quick search with our iGaming Application Support Team this morning (aka the technical team) I can see that their iOS is up to date, which is great, however on March the 10 they were using two forms of internet connections that were both less than ideal: low speed mobile data which is unreliable and weak and wired DSL, which is also showing on our end as a weak connection for that day. We would be happy to go over all the other minimum requirements one by one with the player to ensure everything on their end matches what is required on our end. We do try and make this transparent to players on our website so that they know before they play. If the players devices and internet connection etc do not meet our minimum requirements they will continue to experience issues.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 21532132
  
  I am rejecting this response because: I cannot provide screenshots of all the incidents that occurred. I am disputing the charges that session as you mentioned above the evening of March 9 and early morning hours of March 10. You are correct regarding the 400+ hands. I messaged live chat a minimum twice with a couple of the issues. And why would I make up some random card exposed which was the Ace of Diamonds which I clearly saw it effects the whole shoe of the game. My Internet connection was a secure connection to my wifi and you just admitted the connection was weak above that you saw on your end which explains all the technical issues I was having. I repeat again for THE THIRD time I was kicked out of game session once, I had blank screens multiple times, freezing multiple times and video skipping ahead constantly through the session. I did not get refunded 10% of my total bets you gave me a $260 token which you cannot even deposit as you have betting requirements to cash out. The compensation is not acceptable. I am asking for a large refund put back into my play now account with no restrictions on withdrawal or a credit put back on my credit card. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/04/2024

  I am not sure how we are supposed to proceed here. We are not asking the player for multiple screenshots, the vendor can check the recordings of the player's games. Multiple reviews have been made by different groups, we haven't found anything related to a card showing. If the player can pinpoint a time then we can go back and look, again. A handling error like this would be specific to one hand, not a full day's refund.

  Advising the player that THEIR internet connect was weak on the day in question does not prove that anything was wrong with Playnow or the ******. The player was using slow internet, despite our website advising that this would not be an optimal choice. This can cause a potential  visual lag on the player's end but will not affect the game or it's outcome. It is the player's responsibility to ensure their systems meet our minimum requirements, which they did not. Regardless, they were able to play and chose to continue to play.

  Yes, the player did contact us for assistance and troubleshooting steps were offered via email, whether or not the player chose to troubleshoot on there end is not something we would be able to see, but again, if their system doesn't meet minimum requirements, which they don't, and they don't upgrade to those minimum requirements, no amount of troubleshooting will help. 
  There is no reason for Playnow to issue a refund in full or of 10% for all ****** that the player made and played through. We issued a token for 10% of the one wager that did not register on our site, this was a wager that they didn't pay for but we issued a token anyways as a gesture of goodwill. 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 21532132
  
  I am rejecting this response because: Now you are saying my internet was weak and I didnt follow procedures. My internet was working fine. Your 3 rd party gaming site was not working properly. You are blaintantly covering this whole fiasco up. I explained to you what all the problems where I want an unbiased investigation done by the gaming commission for all the things I requested not your phony so called playnow investigation for intentions to cheat players like myself out of bets and money. Your company should be ashamed of yourselves and live gaming should be not part of BCLC like you advertise, in your commercials when you and your software  are a 3 rd party off shore account. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/03/2024

  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 contacted Playnow support on Feb 19 in an email about a problem I was having on the game Jacks or Better. The problem was the game was continually shutting down on winning hands and not paying out.I clearly told them all the problems and stated "please do not tell to clear cache and cookies Well that was the only message that came back a few days later Over the next few days the same problems were continually happening I sent a few more emails asking for help all to no avail I then started calling their support line zi spoke to many ********************************* *** ***** and others.I sent in 90 yes ninety screenshots of winning hands blank screens where just prior I had hit Royal Flush 2 times.I have called daily asking to speak with a supervisor or a lead hand again all to no avail...."yes we will ask someone to call".On my next call *** promised all would be resolved last Thursday Well that day came and went no resolution no call from Playnow. On the Friday I received an email from Playnow we are still working on this we need 1 to 2 business days.Well here it is March 11 this started on Feb 19th I STILL HAVE NO RESOLUTION. No phone call from a supervisor. This is outrageous that this company can act in this manner. Playnow needs to answer these problems. A supervisor needs to call and explain.

  Business Response

  Date: 15/03/2024

  We have reached out to the player directly to resolve this issue and provided compensation. 

  We have made note to the player that email is not the fastest approach when troubleshooting is required and agents are available by phone and live chat.

  Clearing cache and cookies, as well as ensuring that a player's device and internet meets minimum requirements are standard practice to resolve the issues described by the player. Supervisors cannot expedite issues that have to be sent to 3rd party vendors for additional assistance. 

  Customer Answer

  Date: 20/03/2024

   
  Complaint: 21419973
  
  I am rejecting this response because:

  I have been told many times make sure you email the problems you are having, live chat will tell you the same thing as well as customer support.

  I reject this as I received a $32.00 credit Pardon me over 90 screenshots showing kicked out winning hands a money not returned but once I setup a formal complaint here is $32.00. What about the 2 yes two Royal Flushes that immediately went to a blank black screen, this totaled $3200.00. The Lead hand who finally responded after a 3 week wait did not want to know about this and refused to even discuss it.

  The lead hand did put a token for $100.00 yes I did use as if I did not it would expire...now given that it took three plus weeks for any response I was not about to wait around yet again.

  Tried replying on one email well that does no good as it comes up blocked...replied to the other and still can get absolutely no where regarding Royal Flushes outstanding winning hands. Does Playnow think well let's just toss out a token and hope they go away? This is so wrong the complaints on their website is astronomical, complaints to the BBB are huge.

  Does Playnow not have to be accountable? Too wait three weeks is absurd to have a team lead not a supervisor is atrocious. If you play at a casino and have a problem it is dealt with immediately, they would not ask you to curl up under a slot machine and wait it out for three weeks.

  To not answer all my questions regarding winning hands and two Royal Flushes id it due to "We don't care" or tough luck or perhaps we simply don't know and cannot explain it so if we ignore this it will just go away.  

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

  Business Response

  Date: 20/03/2024

  Good afternoon, 

  The player was offered and accepted a $100 token as a gesture of goodwill for the delay in time it took for our 3rd party vendor to close off their stuck games, we do not typically reply to players until games are closed off and we have a resolution. To say that our Team Leader did not want to talk to them is false. We attempted to call several times and the player advised that their phone was blocking our number and they preferred to talk over email, which we did. Our emails do not block players, even the ones marked as do not reply will still get replies. The player did send us numerous emails, unfortunately each new email creates a new case, in order for issues to be linked to the same case the player needs to reply to an email thread rather than sending a new email. Every time a new case is created it takes us time to sort through them and link them to a previous case, for faster responses I would suggest using the reply option. 

  It is very important to note that the player's issues are related to technical problems on their end, mostly location challenges. The player has been told this repeatedly, this was addressed last year in a very similar complaint to the BBB, where they were provided a $500 token again as a goodwill gesture for customer service concerns. The player frequently requests tokens and has threatened in the past to go to the BBB if we do not provide them. The player is not out funds, we cannot payout based on what the player thinks they may have won. As per our policy on our website: malfunction voids all plays. All screen shots were reviewed and in the back end of our system all game plays were reviewed and escalated to our vendors for additional review. The player was paid out winnings when winnings were known, and refunded their wager when a win could not be determined. Playnow was not experiencing any technical issues at the time of any of the player's games freezing. 

  Despite the technical issues being on the player's end they have made it clear that they do not wish to complete troubleshooting with out agents. If the player continues to use the device their are using and not complete troubleshooting or the necessary upgrades they will continue to experience technical issues for which we cannot continue to compensate. 

  Additional information on system requirements can be found in our help section: *************************************************************************

  Customer Answer

  Date: 20/03/2024

   
  Complaint: 21419973
  
  I am rejecting this response because:

  I cannot believe the out and out lies from Playnow at NO TIME have I ever said that my phone is blocking Playnow, another complete lie from Playnow that they attempted to call several times this is an out and out lie, they tried once and one time only while I was at work.  Yes your email from ******** Team Lead certainly blocked my reply would you like proof? I sent over 90 screenshot's an excess of 15 emails as your support team asked me to do this.

  Yes I did accept a $100.00 token as if I did not it would expire!!!!!

  Yes I did say I would go to BBB as waiting three weeks for a resolution is wrong and unbelievable that this is how you treat your customers.

  I most certainly do NOT REQUEST tokens on a regular basis again another out and out lie. Yes I did receive a $500.00 token last year as a Royal Flush was not paid out, I have tried to clearly explain that I hit a Royal Flush 2 X and got a blackout screen and LOG IN again screen Playnow requested over 90 screenshot's which they received. They have blatantly chosen to ignore this.

  To say I do not wish to complete troubleshooting again OUTRAGEOUS 

  Playnow is lying they need to take responsibility for this mess. 

   

   

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