Complaints

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

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  B C Lottery Corp

  74 W Seymour St Kamloops, BC V2C 1E2

• 

  B C Lottery Corp

  2940 Virtual Way Vancouver, BC V5M 0A6

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

• Initial Complaint

  Date:14/02/2024

  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.

  Dear ***/*****,I am writing this letter to express my disappointment and frustration with the BC Lottery Corporation over a recent promotion that was not honored. The promotion in question was the "bet back" promotion, which was advertised to provide a refund on losing bets. However, I have not received the refund that was promised to **** find this situation to be extremely frustrating, as I feel that I have been misled by the terms of the promotion. I made the bet during the promotion period and incurred a loss. The promotion terms stated that I would receive a refund on this bet if it were unsuccessful, but this has not happened.I feel that the BC Lottery Corporation has engaged in fraudulent behavior by advertising a promotion that was not honored. I also believe that the terms of the promotion were intentionally misleading, ie. (odds minimum 2.0).I would appreciate it if you could rectify this situation by providing me with the refund that was promised to me under the terms of the promotion. I hope that the BC Lottery Corporation will take steps to ensure that such misleading promotions are not advertised in the future.It is of utmost importance to address the issue of powerful entities, such as the lottery corporation, taking advantage of consumers. Such actions must be treated with great severity to protect consumers and their rights.Thank you for your attention to this matter.Sincerely,*****

  Business Response

  Date: 21/02/2024

  Can the player please elaborate on how the promotional terms were misleading? They had to place a bet with minimum odds of 2.0, this was clearly laid out and they placed a bet with odds of 1.80. The terms of the promotion were not followed and therefore they were not eligible to receive the bonus.

  We did attempt to call the player twice on Feb 16 to discuss the matter with them as they had requested a supervisor, the first call was disconnected by the player on and the second call went straight to voicemail. The player has not contacted us back since. If they would like to they can reference case #*******

   

• Initial Complaint

  Date:24/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 28/01/2024

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

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

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

   

   

  Customer Answer

  Date: 29/01/2024

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

  Business Response

  Date: 01/02/2024

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

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

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

  Customer Answer

  Date: 01/02/2024

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

  Business Response

  Date: 14/02/2024

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

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

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

• Initial Complaint

  Date:22/01/2024

  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.

  ******* me never paid

  Customer Answer

  Date: 02/02/2024

  i was playing offline blackjack an 2 times both when i bet very large which was 1 in 100 handso and both when vs a dealers 6 showing and both when have chance to double and win total over $1000 

  playnow triggered an error in the game when the odds were highest possible for me to win 

  both times the game could not continue even after being requested.

  this should never happen and be impossible to happen in fact i know its impossible for a player to do this or the odds could be heavily favored if it happened vs a dealer ace for example...

  this is not a 1 in million odd coinsidence.... they are glitching peoples games causing error only to give their bet back instea of the $1000 winnings that would of been .

  this is other complaint is not related directly but playnow also uses evolution for their LIVE games which is even worse because evolutiion live is very well knowns as a **** **** ******** company all over the internet there is dozens of videos of them ******** customers... the fact playnow uses evolution exclusively for live games proves they are **** ******* ******* *********

  Business Response

  Date: 09/02/2024

  The initial issue with this player was resolved in May 2021.

  The player experienced a malfunction during a Live Casino Blackjack wager on Playnow.com and as a result was refunded $675 (their full wager amount). A Team Leader for Playnow Support informed them on May 6th, 2021 that they were refunded their wager and that unfortunately the potential winnings couldn't be determined. This refund was in accordance with the Playnow game conditions posted on our website, the player is not out any funds. However, the player was dissatisfied with this outcome and insisted on receiving their winnings.
  
  The player's complaint continues to revolve around alleging that PlayNow and Evolution (the vendor who supports our Live Casio platform) are ****ming him and his game purposefully malfunctioned on a winning hand. The player has ********** to escalate the issue to the media on several occasions,claiming to have video evidence supporting their claims. The player has been verbally abusive towards customer service agents and our Investigations team, and has made ******s during multiple interactions via phone, chat, and email. Due to this our Investigations team has locked the player's account for one year ending June 1st, 2024.
  
  Most recently on January 19th,the player spoke with a customer service agent and a Game Sense Advisor from our Player Health team, requesting to escalate the matter to a manager again. However, due to excessive and abusive contact, managers and agents will no longer engage with the player. 

  Customer Answer

  Date: 09/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: they are liars it was with an offline blackjack hand not live.... and the offline blackjack cannot just malfunction it should be able to continue the game no matter what... there is 100% chance it was triggered by playnow to steal my bets exactly when i bet huge and had highest favorable hand with chance of doubling against a dealer 6 when i bet huge . 

  they did not let me continue the game. and only refund the bet back which is unfare.... there is 0 ability for a player to trigger this event or the player would trigger it on the most unfavorable hand (dealer ace vs bad player hand) ... meaning this is 100% strictly only playnows fault ************ ********** triggering it specifically on the largest hands of thousands of hands played and with the worst possible ever hand to happen on for player with hugest odds of winning possible the most amount of money over $1000 . 

  as for any ******s i did not make any ******s ever and the only thing i said was i would expose the truth to people that they use **** provider like evolution and are ****mers therefore and revealing truth is a ****** then they should pay up because they feel ********** meaning they have something to hide....

  there is 2 occasions where this happened both times i would of won several hundred more then the initial bet back..... there is again 0 reason for malfunction to happen and not allow game to continue.... especially happening twice .. this is 1 in millions of odds that that would occur specifically when bet huge and had 6 as dealer card and me a chance to double my bet as well 

  its a promise i will reveal the dark truth not a ******. please pay my deserving winnings on these 2 hands i was ******* out of by your ai or however you trigger these ''''' malfunctions''''''

  i asked for details on the malfunction and they refused.. so being obviously ******* i was a bit angry understably ... they use this to block my account so i could not further investigate the hands . 

  again there is 0 way the player can trigger a malfunction .... so its 100% playnow triggering it....  

   

  and the promise is i will expose you massive everywhere your evolution live affiliation is very corrupt although not directly corolated .. i dont think saying im wanting to simply reveal truth so others dont get ******* is a ******...... 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 15/02/2024

  First off, I want to apologize for the frustrating experience you encountered while playing Live Blackjack on PlayNow. I understand the anticipation and excitement that comes with the possibility of winning, and it must have been disappointing for the hand not to be completed as expected.
  
  I have thoroughly reviewed your cases, including your initial contact with us on May 02, 2021,regarding your Live Casino Blackjack bet. We have confirmed that there was a malfunction in this game round, and as a result, we have refunded your ****** totaling $675 in full on May 6th, 2021. This game was live, with a live dealer,and due to the malfunction, the game round could not be completed. If completing the game round had been possible, we would have ensured that you could do so. Game malfunctions can arise for various reasons. Live Casino games depend on servers to facilitate interactions between players and dealers. If there is an interruption with the server, it can lead to a malfunction. When a malfunction occurs, we cannot guarantee that the game can be resumed. In this instance, we had to close the game to rectify the malfunction.
  
  We were not able to provide an potential winnings as the only card displayed for the dealer at the time the game malfunctioned was a 6, per our games rules and conditions malfunctions voids are pays and plays. I have provided a link to the PlayNow Player Agreement and encourage you to review  section ***** - ***************************************************************************************************************
  
  12.0 General ***** Dispute In the event of a dispute arising out of a discrepancy between the information displayed on your screen,including information about the outcome of a game, and the information recorded in the ******** Systems, the information recorded in the ******** Systems will prevail.
  
  It appears that you had a separate issue and contacted us on July 18, 2020, regarding an ******* game. Unlike Live Casino games, ******* games do not involve a live dealer. In this case, you were provided with a refund of your original wager amounting to $200 on August 27th, 2020. The game vendor for this type of game identified a situation where a game could not be completed on the backend and manually closed it. We understand the frustration that arises when a game cannot be completed as intended, and we appreciate your patience and understanding as we worked to address the issue for you.
  
  You mentioned the use of AI; however, it's important to note that PlayNow does not utilize AI. Because we are a Crown corporation, we operate under and are monitored by the ************************************ (****) and must adhere to the Technical Gaming Standards for *************** Systems (TGS5) document.
  
  We know that this is a lot of legal talk, but it *** help to alleviate your concerns about the safety and monitoring of all of the gambling games we offer on PlayNow.  Just to give you a bit of background information, Section 4.1.1 of TGS5 refers to technical integrity standards that BCLC meets with all software related to PlayNow.com. To ensure integrity, BCLC receives certification from a third party testing company for gaming software that *** determine the outcome of play for both slot and table games. BCLC also undertakes internal testing, and both the third party certification and internal testing results are submitted to ************************************ (****). Gaming software suppliers also undergo a stringent registration process and background investigation by the ************************************ (****), which reports through to the ******** of ****************** understand this has been a frustrating experience for you however, it is important to note that we have no tolerance for verbal abusive, it has also been noted that ******s had been made during an interaction with a member of our investigations department.Due to this you were informed on June 1st, 2023 that account will remain closed until June, 1, 2024.
  

• Initial Complaint

  Date:11/12/2023

  Type:Customer Service 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 won money on a casino game on playnow and I never got my winnings its been 5 months now

  Business Response

  Date: 12/12/2023

  Unfortunately we do not have a PlayNow player under that name matching the issue described in the complaint.The screenshot attached does not indicate a date, account number, or name of the account holder.  We would be happy to discuss the matter directly with the rightful account holder.
  
  A few things to note for all players wishing to withdraw prize funds from their Playnow accounts:
  
  Per the PlayNow Player Agreement section **** True, Accurate and Complete Information: You must provide BCLC with accurate and current account information and immediately update your account information with any change to information you previously supplied to BCLC to ensure such information remains true, accurate and complete.
  
  Per the PlayNow Player Agreement section **** Information and Documentation: In order to process a withdrawal,BCLC may require information and documentation from you that it considers necessary or advisable in its sole discretion, including information and documentation BCLC determines necessary or advisable to:
  1. Verify your identity.
  2. Comply with applicable law or regulatory requirements including ******* reporting obligations (*see below for more)
  3. Comply with BCLC's validation and security procedures.
  4. To prevent and investigate Prohibited Activities.
  5. To ensure compliance with the Player Agreement, Rules, Terms of Use, or, Promotion Conditions.
  
  *If the requested withdrawal from your PlayNow account is over $10,000.00  BCLC is required to report this disbursement information to the Financial Transaction and ********************** of ******, which you may know as *******. As part of this report to *******, we are required to document your identity and occupation. This is a federal requirement under the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLTFA). You can learn more about ******* here: ******************************************
  
  Per the Playnow Player Agreement section **** Right to Withhold Prizes: BCLC has the right at any time and in its absolute discretion to, without notice, withhold any prize from you if you breach or are suspected of breaching any term of this Player Agreement, Rules,Terms of Use, or Promotion Conditions, including if BCLC is not satisfied that the Registration information you provided is true, accurate and current.

  The full PlayNow Player Agreement can be found here: ********************************************************************************************************************;

  Customer Answer

  Date: 14/12/2023

  On August 25, 2023 I had one 20 $22,708 on ***** slot stinking Rich now they asked me to provide them with my ID and my banking information and I went to the bank. *** got to tell her to stop it as they asked for and sign it give that to them and my debit card with the numbers last four digits showing and my full name and keep telling me its in process I dont know what to do. I might get lake with MY I am *********** that money. I set up a playnow counting my middle name because I go by and my middle name that shouldnt be a problem. Its still my legal legitimate name. 

  Business Response

  Date: 22/12/2023

  We appreciate the complainant providing further screenshots to confirm the name of the account holder so that we could review the matter further.

  This player is aware of why their funds have been withheld and it is not due to using their middle name, members of our Investigations team have been in repeat contact with this player to advise them of the issue with their account. Please see our original response for reasons as to why funds may be withheld, any and all breeches of the PlayNow Player Agreement can result in winnings being withheld and/or accounts being permanently closed. 

  A member for our Legal, Compliance, and Security team will be in contact with the player shortly to handle this issue internally. 

  Customer Answer

  Date: 02/01/2024

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

  i have given them all the information they required me to give them in a timely fashion. And after numerous emails and phone calls all Ive been told is its still under investigation and there has been no decisions or updates. 
   And its been since late August since they have frozen my account and deprived me of my first big win ever  this has been very stressful and has impacted my life negatively   

  i am still wondering why Im under investigation  

  i understood that it should usually only take a week to ten days at most with this size of dispersed  

  i am saddened that for years I have had my account with no incident and feel I have been treated unfairly

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

  Business Response

  Date: 12/01/2024

  We understand that the player is frustrated with the length of time it has taken for us to review their withdrawal request. An approved withdrawal will not typically take more that 3-5 business days to process, however a withdrawal that is flagged for review can unfortunately take much longer.

  As mentioned in our first response, withdrawals of winnings can be declined/delayed if a player is in breech of (or suspected of being in breech of) any portion of the PlayNow Player's agreement. While we would like to be as transparent as possible, we cannot disclose on a public forum the full nature of our investigation. We are currently in the process of completing our thorough review and the player will be contacted directly with our findings and outcome. We appreciate everyone's patience in the matter. 

  Customer Answer

  Date: 17/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have read the playnow agreement and regulations and I have not breeched any sections of the rules and/or regulations in the playnow agreement. I gave you the bank statement from my bank, gave u copy of my id and sent you a copy of my debit card I used to fund my wallet. All legit document the bank teller stamped and signed my banking statement as u requested 

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

  Business Response

  Date: 25/01/2024

  The argument is not whether or not the player sent in ID and banking information. We are not disagreeing that the player has sent in ID. 

  This account was flagged and investigated. The player is fully aware of the activity that led  to this account being locked and why the winnings have not been paid out. As mentioned in our last response, we will not be detailing on a public forum the full nature of the investigation. The player's account was locked in accordance with the Playnow Player Agreement which the player would have agreed to when opening this particular account. The winnings were withheld in accordance with the Playnow Player Agreement. 

  Our thorough review is now complete, and again we thank the player for their patience. A letter from our legal team was couriered to the player advising them of the prohibition placed on their Playnow account and the outcome of of our investigation declining their recent wins. The letter also provided a clear date on when the player is eligible to have their account status reviewed and who to contact when that time comes. We have confirmation from the courier that the letter was delivered/received. 

  Unfortunately this is not simply a matter of customer service and being able to make things right for the player, we have security procedures in place that must be followed as a Crown Corporation. 

   

   

  Customer Answer

  Date: 03/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I want proof of the violations that were breached also I was not banned i have won money from my account and it has been deposited into my bank no problem so why this is a big amount that you are making up violations that I want to see proof of. And I want my interest after 6 months or not knowing whats going on with my winnings !!!!

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

  Business Response

  Date: 06/02/2024

  The violation sections were explained in the letter, I am not sure what else the player is seeking.

  The player's account has been placed on prohibition, they are banned from Playnow until the date specified on their letter. They are not eligible for their winnings due to the violations. 

• Initial Complaint

  Date:20/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a wager with Playnow on Nov 11/23 12:04pm. Bet ID #0/*******/******* The bet was for "2nd Period Correct Score 3-2" **** vs ********* game. At the end of the second period the score was 3-2. And the bet slip confirmed a match, Correct score 3-2 and 2nd period score 3-2. Which I assume would be a win. However, the company refuses to pay out. I have emailed them and waited weeks for a replies. And the support told me "*** ****** ** ****** ******** ** ****** ******* ***** *** ****** ****** ***** *** ********* ** *** ********* *** *** *** ** *** ******" which doesnt make sense, as i could easily bet 0-0 in the first period and win 100%. And I was told to call in, which I did.The support on the phone told me it's goals scored in the second period. And I lost. However.... I didn't bet goals scored, I Betted Correct score in the second period. Her only response was to read the 80 page wagering guide. And the bet was settled correctly, I lost. When I read "Correct score" it seems pretty common sense what I am betting on. If the company hides meaning in legal literature, to avoid paying out winnings.... that is wrong. Again, I didn't bet how many goals in the period. I bet the correct score, which I matched correctly and would like to be compensated.

  Business Response

  Date: 21/11/2023

  Thank you for reaching out, a Playnow agent has responded to you directly with additional information. 

  For period markets in sports betting the naming convention of "2nd period correct score" is industry standard referring specifically to the exact number of goals scored only within the specified period. You will see this naming convention on other sites and sports books, not just Playnow. It does not refer to the game's total score at the beginning of the period or the end of the period.

  For example, on a 3-2 wager for the "2nd period correct score" you are wagering that one team will score 3 goals and the other will score 2 goals, in that period. The actual outcome of the game that you wagered on was the Toronto Maple Leafs scoring 2 goals, while the Canucks scored 0 goals in the second period (2-0) which is why your wager was settled correctly as a loss. 

  Page 49 (or section ****) of the PlayNow Sports Betting Game Conditions list the rule that applies to all ************** in hockey betting. The link can be found here: ********************************************************************************************************************************;

  We do not expect our players to read the entire sports betting conditions when they dispute a wager, however there is an expectation that players familiarize themselves with the ****** they are making before placing any bets. Our support staff can also answer these questions prior to placing bets if you are ever uncertain. To limit confusion, we have also added very specific wording to the ****** page, which would have been visible at the time of your bet. An example of this has been attached to this response. 

  I hope this clears up any misunderstandings. Unfortunately your bet still stands and was settled correctly. Adjustments to your payout will not be made as there was no error. 

• Initial Complaint

  Date:02/11/2023

  Type:Customer Service 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 want reset my password because I forgot it. I have to phone customer service and then after waiting hours on the phone no body answers you. Why can't they email to reset the pswrd like everybody else. Very inconvenient and stupid. I can't remember my favourite band at the time, stupid system it's as if they don't care.

  Business Response

  Date: 02/11/2023

  Hi ****,

  If you are referring to your Playnow account, you can use the Forgot Password or Forgot Username links on the PlayNow log in page to retrieve them via email.  

  Like most websites that have secure information (ie banking information), you will have to answer the security questions that you yourself set up in order to retrieve that password. This is to ensure that only the rightful owner of the account is gaining access.  If you are struggling to recall the answers you will have to speak with an agent.

  Im sorry that you were not able to reach an agent by phone, there are times when we experience longer than normal call volumes.  We are available daily by phone between the hours of 7:00 a.m. and midnight PT and between 8:00 a.m. and midnight PT on live chat.
  

  We hope to hear from you soon and would be more than happy to help you access your account. 

• Initial Complaint

  Date:18/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 5, 2023 I received an email from Playnow **** Investigations stating:This email is in response to your 2023-04-02 phone call to **** Consumer Services.During this call it was alleged that PlayNow ePoker system has "serious errors," however no substantive evidence was provided to back this allegation.**** Investigations has completed a review of this matter specifically, along with a review of other previous issues and complaints you have raised generally. It is noted that this latest allegation along with your past allegations are unfounded.You have previously been advised that any continued unsubstantiated allegations towards *********** and its offerings may lead to a closure of your account.Thank you for patience during this process.Regards,**** Investigations (***********)I replied to their email with evidence and sent them 10 original screenshots of their software making critical math errors. They replied April 8, 2023 saying they have reviewed the evidence and stand by their decision. April 9, 2023 I then circled the errors in red and sent them 4 updated screenshots with the software errors clear to see and wrote paragraphs explaining the errors and also sent a pdf file of their Player Agreement:********************************************************************************************************** . ****'s ****'s Player Agreement stating: 3.0 Player Responsibility 3.03 Game Errors "If you become aware that any Game contains any error, you must report this to **** immediately. Further, you agree not to take advantage of any such error." In conclusion, Playnow **** banned me for simply following their Player Agreement and continues to ignore the proof I sent them. I was trying to help their poker platform by correcting the error and instead of thanking me they ****** me by banning me. I contacted the BC Omsbudperson and they cannot hold Playnow **** accountable, so anyone who has been wronged by Playnow **** you must make it known publicly.

  Business Response

  Date: 24/07/2023

  This player's claims were thoroughly reviewed by our Tables Manager and an eGaming Investigations team. The review determined there was no issues with the ePoker network operating system.  The complainant has an extensive history of disputing the ePoker gaming system and consistently refuses to accept any information from Playnow Support or our eGaming Investigations team. 

  The player did not lose access to their account because of an ePoker complaint. 

  It is noted that this player has been permanently banned from chatting on the ePoker platform due to extensive previous history of inappropriate language. This player has previously received at least 20 previous chat bans relating to comments involving harassment of other players and revealing cards through chat.

  The player's account and subsequent related accounts have been closed for being in breech of the Playnow Player Agreement as per the sections quoted below. 

  2.04 ****'s Absolute Discretion to Refuse, Suspend or Terminate **** has the right at any time and in its sole and absolute discretion to, without notice, refuse to grant suspend or terminate your Account if you breach or are suspected of breaching any term of this Player Agreement, Rules, Terms of Use, Encore Rewards Terms and Conditions, Promotion Conditions or if **** is not satisfied that the Registration information you provided is true, accurate and current, or if **** in its sole and absolute discretion deems it appropriate

  
  3.01 Personal Use You may only use your Account for your personal use and are not permitted to use your Account or any content on *********** for any other purpose including business or commercial purposes

  
  4.03 One Account - You may hold only one (1) Account. Only the Registered Player, acting on his or her own behalf, is permitted to use the Account.

  
  9.01 Player Breach - In addition to remedies described in this Player Agreement for a breach of a specific term or condition, if you breach any term or condition of this Player Agreement,Rules, Terms of Use, or Promotion Conditions **** shall be entitled to take one or more of the following actions as it determines in its sole and absolute discretion: a. suspend or terminate your Account; b. seize from your Account an amount ******************** determines necessary to compensate **** for its actual or potential losses or liabilities resulting from such breach; c. notify any third parties **** determines to be appropriate in the circumstances including law enforcement agencies; and d. take legal action against you including the right to claim all legal costs and expense in making such action.

  Customer Answer

  Date: 24/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  **** Playnow are ***** and here is the proof.  I uploaded the screenshots showing that **** Playnow are ***** *** **** ***** their customers.  Anyone reading this avoid doing business with this company as they ban players for following their Player Agreement.  Your account can get banned at any time with no recourse because their incompetent technology department do not want to admit the errors in their software.  ****** Playnow error software, OkPoker error software and you will see there is a class action lawsuit in ****** for the errors on the ePoker platform run by **** Playnow.  We must expose these ***** on the news stations and internet.  ****** ******* **** **** *** ***** ** **** ******* ******** ********* ******** ** *** ****** ** ***** ***** ****** **** ** ** *** ******** ****** **** ****** *** **** **** *** ****** ******** ****** *** **** * ********* **** *** ** *************  ** **** ** ***** *** ** ************ **** ********** ** **** ******* ** **** **** ***********
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 27/07/2023

  I have never used any account but my own and I never breached Playnow ****'s Player Agreement.  My father also played poker on Playnow ****.  My father received a phone call from Playnow **** regarding multiple accounts from the same household to confirm he was the player using the account and that we did not play on the same cash table or 1 table tournaments together.  When my Father passed away earlier this year, my Mother became the Executor Of The Joint Estate and played on his account to use the $100 in Tournament Credits that were in his account because ***************************************** will not allow Tournament Credits to be withdrawn as part of the Account Balance.  Since my Mother never had her own account and never agreed to Playnow ****'s Player Agreement, then she never breached the Player Agreement.

  Business Response

  Date: 04/08/2023

  We are not at liberty to discuss other player's accounts, including those of family members. Our investigations team has communicated at length with this player as to why their account was closed. 

  It was not closed for bringing up technical issues or integrity issues as the player first stipulated. This player has been talked to at length for their harassing/inappropriate  behavior towards other players in addition to irregular account activity. The account was closed in accordance with the Playnow agreement and will not be reversed. 

  Customer Answer

  Date: 14/08/2023

  Why can you talk about other accounts but I cannot?  Playnow **** was the one that brought up other accounts and then when you reply they say they cannot talk about other accounts.  Playnow **** is a Crown Corporation, I reported them to the regulators which is also a Crown Corporation and they slow down the investigation so it takes forever until you decide to close the case because Playnow **** closed my account while an investigation with the regulators was open.  I then report this to the Omsbudperson which is a Crown Corporation and they are avoiding early resolution, they are slowing down the investigation and dragging it out.  NEWS FLASH: Investigating each other is a conflict of interest for them.  You will just keep going in circles and nothing will happen.  NEWS FLASH:  The BBB does not post the files uploaded so the public cannot see the evidence and the companies can avoid the questions about it.  British Columbians used to be able to participate in a competitive global market and now with federal regulations stopping banks from receiving direct wire transfers from gambling sites off shore, we are forced to use the only legal option in BC, an option that is clearly poor in quality.  Playnow Privacy Breach 2010, it's on the news look it up.  They are a monopoly in the market and that is why their product quality is so low, because they do not have to compete for the market share against other companies.  I never displayed inappropriate behaviour towards their employees, I just brought concerns of cheating towards them.  I have showed them a software glitch with a mucked hand winning the pot when I was still in the hand and they ignored it.  I brought concerns of cheating and my account was locked with $2100 in it and they did not pick up my phone calls for 1 week.  My account was unlocked and then 1 year later I showed them yet another software glitch, this time a Math error in the player's chip count.  They then closed my account and will not reverse the decision.  Now I cannot play poker, make a sports bet or buy a lottery ticket on the only legal option in ** because I raised concerns about how their business was operating, trying to make the product better for all Canadians.  NEWS FLASH:  The regulators called the Police on me. 

• Initial Complaint

  Date:17/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had $1312 ****** out of my play now account balance. I placed multiple bets on the *** **** ******** ** ******** and after the game my bets were settled and my 1 winning bet was paid out but then "refunded" hours later and $1312 was removed/****** from my balance. How is this possible? I had already lost $1600 that day and the 1 time i actually win a bet, its paid out and then "refunded" without any reason or explanation. I placed a live bet with a time delay and received a bet slip confirmation ensuring my bet was placed and accepted and was even offered lower cash out options for the bet as the game progressed. Its ******** and ***** for play now to accept bets and when they dont turn out in their favor have the bet "refunded" Please help me recover the funds that were ****** out of my account. Everytime I try to speak with someone I am told I will be contacted and then i get an email and its from a no reply account.
  
  ******* ***** ****

  Business Response

  Date: 24/07/2023

  BCLC’s Sports Team has thoroughly
  reviewed this matter brought forward by our player and can provide the
  following details:
  
  Please note that errors may occasionally happen in PlayNow
  Sports Betting. These errors could include inaccuracies in event details,
  market or selection information, start times, market names, odds, spreads,
  totals, or index values. In this case, unfortunately
  due to a feed error, incorrect odds were offered for this Point Spread market. In case of such errors we may take
  the following actions:
  
  a) Settle or Resettle the
  bet on any affected selection with the corrected representative odds at
  the time the relevant bet was placed.
  
  b) Void an affected selection by
  reassigning odds of 1.00 and settling the rest of the bet (in the case of a
  parlay bet).
  
  c) Void the entire bet if
  necessary.
  
  BCLC retains the authority to make adjustments to Players'
  accounts during Resettlement, which is why this particular player might observe
  a "refund" reflected in their account history.
  
  In addition, we have provided the player details as to why
  the bet was resettled. 

  Customer Answer

  Date: 27/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I did nothing wrong and you offered the bet with a time delay and accepted the bet. I lost $800 before that bet and then $2000 right after chasing a loss that wasn't a loss. That was one of my biggest payouts ever and $1312 was ****** from my account before i went to sleep. How do u think that made me feel when i did absolutely nothing wrong. The bet slip was a contract between us win or lose both of us have to deal with the results. You paid out my winning bet then stole the winnings out of my account at a later time stating whatever insane reason you can come up with. How can ur company in good faith take bets that are accepted and then pay them out and take them back. How often is this done to working class people who think the system is fair. It should be illegal for your company to take bets and then not pay them out when they are winners. I will not let this go without a fight. I will take legal action if i have to plus I will publicly air my grievances about play now and show proof that your company "refunds" winning bets when they are not in your companies favor. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 04/08/2023

  I understand the player’s frustration here but there was a
  clear error in the odds offered by PlayNow and per our rules that we have
  already shared with the player, we have the ability to correct that mistake,
  even in cases after the bet has been settled – which was unfortunately the case
  here where the bet was resettled approximately 30 minutes after the initial
  settlement.
  
  Other facts in relation to the player’s bet:

  
  1. At the time the bet was
  placed, Hamilton was up by 10 points over ******** *****************************************************,
  with the odds for a -2.5 line clearly incorrect
  

  2. Based on the player
  significantly increasing his stake to place this wager it does appear the
  player did recognize the incorrect odds as well.

  
  

  Customer Answer

  Date: 05/08/2023

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

  I did nothing wrong. I lost $799 betting on the game before it started then once I knew that bet was going to lose I placed a live bet of $1500 which you offered with a live betting time delay which is 100% already in your favor, as if the odds change negatively for me the bet is still accepted. Your company is offering live bets that can't be won and that's a huge problem, don't u see a problem with that? I have a bet slip with a confirmation number that my bet was placed and accepted. It did not have to be accepted, let me make that very clear and it was and it was paid out and then the profits were then ****** from my account at a later time before I went to sleep. How do you think I slept that night knowing I did nothing wrong but my winning bet won't be paid for the betting companies incompetence. Why am I punished for your mistake? I'm consider myself a regular sports bettor who had accounts at multiple sportsbooks but I have never had this issue before where fund were ****** from my account balance. That was one of my biggest wins ever and you found a way to void it after paying it out. Totally unacceptable! I will make sure that if $1312 is not returned to my balance that I will inform every person I can about the dangers of playing on playnow. They offer bets that can't be won. Totally illegal and immoral. I will fight this until the day I die as I did nothing wrong and the next day I lost $2000 chasing the loss that wasn't a loss. 

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

  Business Response

  Date: 17/08/2023

  We apologize for the frustration the player has
  experienced, however we would like to re-iterate that the PlayNow agreement,
  which all players must agree to when signing up for a PlayNow account, has a
  clear stance on errors:
  
  10.0 BCLC Errors
  You acknowledge that a number of circumstances may
  occur where a BCLC error occurs, including where
  BCLC accepts a bet on a Game in error, award a prize
  in error, credits your Account in error or processes a
  withdrawal from your Account in error. Such errors may
  arise from computer malfunction or human error,
  including by a BCLC or Authorized Provider employee or
  contractor. BCLC reserves the right to take all steps
  it deems necessary to correct such errors. In the
  event BCLC pays money to you in error, you agree that you
  will hold such money in trust and return such money on
  demand to BCLC. You acknowledge and agree that
  when money paid to you in error is subsequently used
  for a wager, BCLC may cancel such wager and demand
  the return of any subsequent prize as also being held
  in trust for BCLC.
  
  Full document can be found here: *************************************************************************************
  
  
  Further to that, as mentioned in our previous response,
  our PlayNow Sports Betting Game Conditions also addresses this issue:
  
  22. Errors may occur in the offering of PlayNow Sports
  Betting from time to time. Such errors may
  include: listing incorrect Event, Market or Selection
  details such as competitors, home or away
  team, start time, Market name, Odds, spreads, totals
  or any index value; continuing to offer bets
  after the cut-off time established by BCLC; or
  otherwise offering bets at a stage where the Player
  could have an indication of the outcome. With respect
  to errors, and subject to bets that are void
  from the outset as described in Section 23 below, BCLC
  may:
  a) Settle or Resettle the bet on any affected
  Selection, corrected to representative Odds at the
  time at which the relevant bet was placed,
  b) void an affected Selection by reassigning Odds of
  1.00 and Settling the remainder of the bet (in
  the case of a parlay bet), or
  c) void the entire bet.
  Where BCLC discovers such error prior to the relevant
  Event(s) commencing, BCLC will make
  reasonable efforts to notify affected Players.
  Further, where possible, BCLC may give the option to
  affected Players to either void an affected Selection
  or allow the Selection to stand with revised
  Odds.
  
  Full document can be found here: **************************************************************************************************************
  
  These rules are industry standard and not limited to
  PlayNow.com. Money was not ****** from the player’s account. Their wager was
  made void within roughly 30 minutes of the initial settlement due to a clear
  error being discovered. When a wager is made void their stake value is
  returned, it was only the winnings that were adjusted, in accordance with our rules and
  regulations.
  
  
  The odds for a -2.5 line when Hamilton was up by 10
  points against ******** was a clear error. It was the player’s decision to
  wager on that line, but again, their wager was returned to their PlayNow
  account once the error was caught.

  Customer Answer

  Date: 18/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I did absolutely nothing wrong and your company is offering and accepting bets that cannot be won. How many bets a year are you guys "refunding". If I was offered wrong odds pay the bet out at the odds I was supposed to get if not I will see you in court. But first I will do everything in my power to let people know play now doesn't pay now. They are illegally offerering bets that cannot be won and then refunding them at their discretion. Unless you make all the bets you have refunded public it is the most shady thing I have ever seen. To offer a bet with a time delay and accept the bet and then offer low cash out amounts during the whole game and then paying the winning bet but then stealing the money from my account. Totally unacceptable!! I promise I will fight this with everything in my power. I will be making this public on TV/radio and the internet. Watch what 1 person or probably 1000's of ppl who get ripped off by your site can do. We should file a class action law suit and I will find everyone who has their winning bets refunded and we will fight your illegal practice of offering bets that can't win. And for "prakesh" to insinuate that I somehow knew i was receiving wrong odds in preposterous. How often are you offering incorrect odds if " *******" thinks I was just waiting to place a bet with odds in my favor. I have tried to place 1000's of bets which are not accepted because the odds have changed in my favor while the bet is being "accepted". This week alone i have lost $5,000 and intend to recover the $1312 ****** from my account if it's the last thing I do. Stop stealing money from hard working people. The fact that u are able to "refund" a bet that was offered and accepted is beyond ridiculous. All refunded bets should be public knowledge. But don't worry my lawyer and I will fight to make it public. 

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

• Initial Complaint

  Date:17/07/2023

  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.

  On July 12, ** Lottery Corporation sent me an email containing a "promotion" specifying that if I bet a minimum of $1 each on 12 games, they would deposit $30 in tokens to my account.I did so and it appeared that the funds were in my account and available. However, digging deeper, I found that the $30 and the winnings on the bets were "held" until I met a "wagering requirement" of $900.The wagering requirement was not mentioned in the promotion description but rather buried in FAQs and the terms and conditions. I would never have pursued this promotion had I known it required me to bet almost $1,000.* **** **** ********** * ********** ******** ******** *** *** **** ****** ** ******* ******* ******** ** *********** ************

  Business Response

  Date: 24/07/2023

  Thank you for reaching out to us with your concerns. Wagering requirements on tokens are common practice in the online gaming industry, the requirements you mentioned were listed in the promotional details and under our FAQ section on Playnow.com and the promotions page  **********************************************************************

  We are sorry that you may have overlooked them. We understand that wagering requirements and subsequent held funds can be confusing so we do have a web page dedicated to breaking down how they work. We would like to encourage you to read through it and please let us know if you still have questions *********************************************************************************************************************

  A couple items to note that we have pulled from the above link:

  1. A wagering requirement is a condition applied to a promotion that affects how a player is able to spend their WINNINGS generated by the token. You are not required to wager your personal deposits of $900. 

  2. If a player has not met a wagering requirement after the total value of the token has been spent and their held funds balance is $0 the wagering requirement will be automatically removed from their account.

  Playnow.com cares about our players and is committed to Player Health.  The feedback which you have provided is a valuable part of us understanding the product experience through a player lenses.

• Initial Complaint

  Date:04/07/2023

  Type:Customer Service 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.

  To play a scratch ticket it is not requirement for you to supply so much documentation and proof of residency to collect your prize so at the bottom of the scratch ticket where it tells you to go play online with a code it does not warn you that this is going to be a requirement or you're out of luck. So if you rent a room and don't have a **** in your name or if you just moved and don't have a **** in your name that matches your new address on your ID by the time you get everything in order your ticket has expired and it was a loss of money but they get to keep it which I think is just ridiculous it's ***** advertising and it's a Money grab. I have one piece of government ID that says my address I have other government IDs that backup my identity so why is it such a requirement to know exactly where I live to collect those prize if I only have one piece of ID with it not everybody has a living situation that supplies bills with their name on it and if this is a requirement to be able to play and collect winnings it should be for warned so the person has the decision to not pay money for something that they cannot use. And when you have people like suing ********** because their coffee was too hot and it wasn't warned on their product before it was purchased I'm guessing that ** * **** *** **** ** ***** **** * **** ****** ** ******** ***** ******* *** *** ****** *********** ***** ** * **** ****** ******** **** * **** ******* **** ** **** * ******* ****** ** ***** ** ** * *** ** **** ********* As it clearly states it says government issue may be required not is a requirement along with your billing address so we know exactly where you live to make sure that you can play to get this prize

  Business Response

  Date: 05/07/2023

  Thank you for reaching out. It appears from your screen shots that you were playing $5 88 Fortunes scratch and win. This game has a main playing area for cash prizes, which are redeemable at authorized **** ******* *********. The two bonus sections do not offer cash prizes, they are redeemable for free play credits. This is specified on the front and back of the ticket.

  The Casinos BC bonus section offers a chance to win FREE PLAY CREDITS to use at any Casinos BC locations, Chances, or Community Gaming location. You must be, or sign up to be, an Encore Rewards member to redeem these credits.

  
  The Playnow.com bonus section offers a chance to win FREE PLAY CREDITS for our online website. You will have to login or create an account to redeem them, this is also specified on the ticket. You are correct that the back of the ticket does not have all the details on how to sign up for Playnow, however there is a *** that directs players to find more details: *********************************************************************************** . I would like to direct you to point #1 in the terms and conditions for the Playnow.com bonus code, which is included in the *** listed above and on the ticket:

               1. PlayNow.com is open to residents located in British Columbia, who are 19 or over who have not self-excluded from PlayNow.com. 

  It is for this reason that specifically that we confirm your ID and proof of your current address to open a Playnow.com account.

  Your ticket doesnt expire until September 3, 2023 so you still have ample time to get an account set up if you choose. Please keep in mind that the Playnow and Casino sections of this ticket are simply BONUS sections for free play credits, you will not receive the cash equivalent. We have other $5 tickets with similar game play and similar cash prizes available without bonus sections.You may prefer to choose those in the future should you wish to continue playing our scratch and win games. Please keep in mind that even large cash prizes will require ID to claim, this is not limited to Playnow.com.