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:28/06/2023

  Type:Billing 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 recently placed a 4 leg parlay sports bet which included a tennis match and 3 subsequent *** fights. The tennis match ended in retirement and as the rules online state this should of made the tennis leg of the parlay void however it has been settled as a loss despite numerous attempts to speak with a representative who I can exchange emails with and discuss why it was settled as a loss instead of a void. I keep receiving generic emails with different reasons why the bet was settled this way however I am unable to send a reply email as all the emails originate from a no reply email address. I have made numerous attempts now to have this issue rectified with no resolution. The rules clearly states "** **** ** ********** ** ******** ** *** ******* *** ********* **** *** ********** ***** ********** ** ******* *** ******* *** ******* **** **********"

  Business Response

  Date: 13/07/2023

  A member of our leadership team has reached out to you directly via email to resolve this issue and explain the confusion. The email can be replied to despite coming from a no-reply email address

  Customer Answer

  Date: 14/07/2023

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

  * **** **** **** ******* **** ***** ** **** *******. I lost $1600 today and when I finally won a bet it was settled and paid out and then later "refunded" and $1312 was taken from my balance. 

  Please help me they have stolen this money from my account.

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

  Business Response

  Date: 18/07/2023

  It appears that the rejection is a new and separate concern that the complainant has brought up in the BBB's complaint #********. Rather than addressing the issue twice we would like to address it in the new complaint if possible. 
  
  
  For the original complaint regarding the tennis match, we did reach out to the player directly via email. As indicated previously, despite having a no-reply email address we do receive replies and can/will correspond with players through that avenue.
  
  The player's bet did settle correctly. ****** retired on 1-0 (7-5,2-0). According to related condition **** "In case of retirement and walk over of any player, all undecided bets are considered void. Exception for match winner Market, in the event of a match taking place and not being completed (retirement) then the player progressing to the next round or is awarded the victory will and result as the winner",  Sinner awarded as the winner, as he proceeded to the next round.
  
  While the player copied part of rules and regulations in their complaint to the BBB, they omitted the piece that related to their bet. Please see section **** of the betting conditions: ****************************************************************************************************************************************
  
  We recognize that when speaking with the player initially our team reversed the names of the opponents in the tennis match causing some confusion, as a gesture of goodwill we issued a token of $50, equal to the player's wager. 

  Customer Answer

  Date: 18/07/2023

  
  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.
  

  I accept that since this matter is insignificant compared to the $1312 stolen from my account balance I will accept this resolution in reference to the tennis match.

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

• Initial Complaint

  Date:07/06/2023

  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 been a playnow client for years. Once in a while I will win something but the last few weeks they took my money and there was no return at all. It constantly made me sign back in saying couldn't confirm I was in the province. Every time this happened I hito start over and would lose everything. I think this is designed to do that. How on earth can I suddenly be in another province 15 minutes later. It only does this if I am winning something. I am going to consult a lawyer to look into this. You should not have to constantly confirm your province the start everything over. I feel they have taken all my money but no consideration or return. It has caused constant stress and hardships. I understand gambling is a risk but should not be designed to only take but never give back.

  Business Response

  Date: 12/06/2023

  It has been almost two years since Playnow Support has last heard from you so a member of our team has reached out directly via email to offer some troubleshooting. 

  I also want to say I see that you mentioned that "it has caused constant hardships", BCLC cares about our players and is committed to Player Health.  Our Game Sense Advisors are here to support players who may be spending more time and/or money that they would like to be or if their experience with their play is no longer fun.  If any person  would like to talk about the experience they are having with their play, would like information about tools available for setting limits when gambling, or would like to discuss taking a break from play,  our Game Sense Advisors are available virtually from 7am-12am 7 days a week and can be reached by phone 1-866-815-0222 and selecting option 3, or through livechat on Playnow.com, Gamesense.com or the BCLC.com websites.

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 20/06/2023

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

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

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

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

   

  Customer Answer

  Date: 21/06/2023

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

  Business Response

  Date: 28/06/2023

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

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

• Initial Complaint

  Date:29/05/2023

  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 am a heavy player at **** casino for the past few years and they all know me well there.
  In October 2022 I was on a massive winning spree until one day they suddenly refused to serve me and asked me to leave the premises. They said that I was not allowed to enter as **** wanted to interview me and ask some questions.
  The following few weeks were confusing. I followed up multiple times with **** to confirm what was happening but they either didn’t know what was happening or said someone would call me back and no one would.
  Finally in November I was sent a letter stating that I had been barred from all bc casinos for 5 years due to previous *** violations and other information. This action resulted in me missing out on a number of exclusive draws to which I had a large amount of ballots and could have genuinely won thousands of dollars as my odds were very high.
  They told me I could go through the reconsideration process to ask for further clarification. Turns out they are barring me for violations to my self exclusions which were in 2010 - and which they already prohibited me for 1 year in 2013.
  Also there were some bad reviews and allegations for my business online in 2018 which were never proven nor any charges or anything like that, so they used that as a reason as well but they already interviewed me in 2019 regarding that and there were no issues since.
  I have since provided them with my new business documentation, my clean criminal record check amidst other proof that this barring is not at all warranted, however it’s been almost 2 months since submission and still no response. It’s been 8 months now I’ve been barred with no real reason for it.
  They had no issue with me being in the casinos until I started winning. That’s when they started dragging up issues from 13 and 5 years ago, which has a ready been addressed and resolved.

  Business Response

  Date: 29/05/2023

  The specific details of the patron's barring will be outlined in the paperwork that they were served at the casino, it would be best for them to consult the paperwork for specific reasons. 

  They are correct that the customer support staff who took the initial call did not have information on the barring, that information is held by a separate team and not accessible to front line staff. Our support staff escalated the request to that team for details and the patron was contacted back. 

  All barring disputes must be completed in writing and emailed to ************************ where our dispute panel will review on a case by case basis. This is also outlined in the barring paperwork that was provided to the patron. We cannot resolve barring disputes through the BBB. 

  Customer Answer

  Date: 29/05/2023

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

  1.) They stated that I was provided paperwork about my barring at the casino, this is inaccurate. They did not provide me any paperwork, nor any reason for the barring at multiple casino sites. This is why I called **** to try and figure it out.  The Slots director at **** informed me that **** had said that they wanted to interview me and that someone would be in touch. No one called me to interview me or ask any questions, I was simply served a 5 year barring letter on November 18th after I sent inquiries through various means including phone and email. No one called me with any questions or asked to clarify any information. Assumptions and allegations of fraud were made with no proof against a person who has no criminal record. If there was any truth to those rumors then charges would have been placed or atleast a civil suit would have been filed, but none happened as those allegations were baseless from disgruntled clients. 

  2.) I understand that I need to correspond with the reconsideration team and go through the process but the timeframe has been absolutely unacceptable. I sent my original reconsideration request on November 18th. They said I had 30 days to send a response and I made sure to respond within that timeframe. I then followed up on December 21st, and then January 21st, and then Feb 15th and received no updated. I also requested the dates of my self exculsions, barrings and violations so that I could understand how this was relevant in 2023. I finally received a letter on Feb 24th which basically said the same reasons for being barred, along with a new reason being the customer complaints of alleged fraud in my old business. On the 13th of March I sent another follow up email requesting the violation dates and information so that I could put together my response to their letter, but no response. Followed up again on the 19th of March. They finally sent me the information that I requested in January, on March 20th. Again they put a timelimit of 30 days for me to respond which I respected and on April 11th I sent them all the pertinent information, namely, my business licenses showing that I was no longer affiliated with that business, nor was I in the same industry since 2019. I also sent them a clean criminal record check seeing as they alleged fraudulent behavior.

  It has now been 7 weeks since I've sent that information and I am yet to hear anything from them. They place a timelimit of 30 days on us, to respond however they have taken months upon months just to respond to one request for information, or to get back to me after I've submitted my response. It is unacceptable that this process has now taken 7 months to resolve when a simple conversation, or interview as had been initially alluded, had occured.

  I have been extremely patient and respectful during this entire process but their unfair and untrue allegations from incidents in 2018 despite already interviewing me and clearing me in 2019, and their sudden barring for self exclusion violations that occured 13 years ago (in 2010) makes absolutely no sense and the only conclusion can be this is draconian actions against a player who was on a winning spree. Why didn't these issues surface when i was losing money for the past decade? Why suddenly when I was winning a lot of money did resolved issues from 2010 and 2018 matter?

  I have even offered to meet with them in person or over the phone to provide my defense but they do not seem interested in doing what's right and rectifying the matter.

  I do not accept this response. 

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

  Business Response

  Date: 02/06/2023

  Apologies for stating the patron was
  given paperwork at the casino. As they themselves confirmed in their rebuttal,
  they were issued paperwork directly from BCLC.

  
  We will not be commenting on the reasons for their barring
  for privacy reasons, they are welcome to share a copy of the paperwork with the
  BBB if they so choose. Their paperwork will have the reasons for their current barring,
  and possibly additional reasons for past barrings, if applicable.

  
  **** does not bar patrons for winning jackpots. The patron’s
  current barring is separate from any possible voluntary self-exclusions (***’s)
  that they mentioned in their dispute. If the patron did *** in the past, then
  they may wish to consult the agreement form that they would have signed at the
  time. This will contain the terms and conditions of their self-exclusion,
  including jackpot eligibility and access to sites. Failure to comply with a ***
  is in violation of section 97(2)(d) of the Gaming Control Act and those found
  in violation may be liable to a penalty or fine under section 98(3) of the Act. ************************************************************************ 

  
  The current barring in this BBB dispute was made in
  accordance with section 92 (b) of the Gaming Control Act and by guidance from
  the ********* ************ *** ******* ******** ****** ** ****** ********* *******************************************
  
  

  
  The patron is correct that we ask for 30 days for them to
  present their reconsideration request. As the request itself along with any supporting
  documents need to be evaluated, we cannot accept them in person as an
  open discussion and we do not place a time limit on concluding our review/investigation.
  All reconsiderations are “de novo” and the Reconsideration Panel can remove,
  decrease, or increase the length of the barring depending on the conclusions
  drawn from the review. As the patron mentioned in their rebuttal, we have provided them with responses repeatedly, yet they continue to submit new requests for
  reconsideration or for additional information. T

• Initial Complaint

  Date:29/05/2023

  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.

  Date was May 25/2023- game stopped during a bonus play. The gsme was called the wild life. I have had this problem a month ago but was able to get back in bonus after numerous times. This time they just shut the game off they can see what I had on there. It was a triple wild in the bonus which obviously pays out well..I am sure when they tell a vendor immediately to shut a game off before I am finished trying their troubleshooting they know I would Loose what was in there all I want is for them to go back into the game and give me what was shown that I was entitled to plus something for 4 spins that I missed out on. $25 isnt going to cut it.

  Business Response

  Date: 30/05/2023

  At the time of your inquiry to the BBB an escalation to the game's vendor was still open. The investigation has been completed as of this morning and a Team Leader from our support centre will bein contact via phone or email in the coming days. 

  We thank you for your patience in the matter. 

  Customer Answer

  Date: 30/05/2023

   
  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:18/05/2023

  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 have been a been a player on playnow.com for a number of years now. At first it was good. I would even win a few bucks. It it gradually got worse and worse. The site would crash constantly. You would be in the middle of a spin and it just kicks you out saying unexpected error. This is after you went 15 spins without winning anything. This became to normal for this site. I have phoned in hundreds of times been through all their trouble shooting steps. Sent them 100s of screenshots of my issues and they say it has been sent to investigation team to be dealt with. Or support would say you have open games. Well of course there is open games because it glitched out in the middle of play and logged me out. They have sent emails saying they are working on it numerous time but nothing has been resolved. I feel this site is rigged. And take advantage of people that are try to enjoy themselves playing some slots. I understand this is gambling but the site isn’t running properly and the chances of winning anything are definitely against you. Your playing good money towards a site that isn’t working. This is a government run site. I asked for some kind of a good faith token for the multiple hours I have spent on the phone with support and they say we can’t do that. It finally got to the point where I got a temper with them and they blocked me. This site uses people and takes advantage of peoples hard earned money and something needs done about it. I know I’m
  Not the only person this happens to because my girlfriend has all the same issues. And reading the reviews on here so do thousands of other people. And to block me after spending over 180k on here is not right. I feel they did it because I was trying phoning in so much and they didn’t have answers for the issue and were finally out of excuses for me. I shouldn’t be reimbursed a good portion of my money for this. It’s a site that takes your money then dumps you on your head. I personally think it is **********.

  Business Response

  Date: 26/05/2023

  This player advised that they would like contact from the business, we have attempted to reach them via phone several times over the past few days and have not been able to reach them. A voicemail was left with a case number for reference. 

  
  We acknowledge that the player had 23 previous cases logged with our support team over the years relating to technical difficulties. All issues were escalated and resolved, compensation provided where needed. The player has not lost any funds due to technically issues and further compensation or reimbursement will not be provided at this time. The player's issue appears to be related to their network/ poor internet connections stemming from living in a known rural area. Our minimum system requirements are listed on our website.  

  
  We would be happy to assist with further troubleshooting once the player's ban has been lifted. They are currently locked out of Playnow for 6 months due to repeated abusive behavior used towards several members of our staff. 

  Customer Answer

  Date: 27/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it seems like hundreds if not thousands of players are having issues. And they say it is because I live rual. That is the worst comment I’ve ever heard. My Shaw internet is no different then down town Vancouver. And for you to even say that blows my mind because I been on the phone for hours multiple times with playnow and my connection was verified to be no problem. My device was up to date my browser was up to date. And I never once said that I was out money because of this. My problem was that your site has a problem of glitching out in the middle of play. And you logging me and hundreds of others people out at random times. Probably not just by fluke but usually when you start winning a few bucks. And it’s seems out of them 6 sites I play quite regularly playnow is the only one I have these issues with. I just feel that I paid full prices for a half ass site that could care less that they sell a product that has a major flaw. They know they have issues and don’t have answers for they unexplained issues.  You can only tell players to clear there cash and cookies so many times before they start figuring out it’s not right, Yes they ban me now because they put you to he point that you get frustrated with them telling you they are working on it  and no they did not try to contact me because my phone doesn’t leave my pocket.  And kinda suspicious they everyone that you have ever replied to on here playnow says the same thing. I truly feel that I should get some kind of compensation for playing a site that don’t work properly and being to multiple times from support that I would be getting something in the end of all this from a higher up because they wouldn’t be able to give a proper adjustment. This site seriously needs to be looked into and these hard working people deserve something back., me and my Girlfriend can be playing right besides each other and one of us is having a issue at any giving time. They call this a unspecified error. Or unknown issue. I can’t remember them all but playnow could probably tell you what are from the hundreds of screenshots they asked me to send them of these issues to the point they told me not to send anymore.  Kinda funny how their issues that that turned into my issues frustrated them. These issues are so bad I could sit here and type for hours but to make a long store short your more less taking the fun outta gambling and taking advantage of people that just wanna play a fair game.  And the crazy part is then you feel people are being problematic when they get up set.  I’ve spent well over hundred and fifty thousand on this site hoping it would get better and in the end I feel they dumped me on my head. Something needs to become of this.  Im sure it has happened to enough of us now.  I feel they way the site runs players should  be given some kind of a refund of there money till they figure out what these unexpected errors are. And play enough sites and win double the money with out any issues what so ever that I feel I’m not the one with the issues playnow It is you.. And maybe trying calling again because I’m guessing your call must have been dropped half way through when you were trying. ?????

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

  Business Response

  Date: 01/06/2023

  Going back
  to the player’s original response, they advised that they would win a few bucks
  and then “it got worse” ie going 15 spins without a win and that this became
  “normal for the site.” They also stated that they feel the site is
  rigged.  Because we are a Crown corporation, we operate under and are
  monitored by the ****** ****** *** *********** ****** (****) and must adhere to
  the Technical Gaming Standards for Internet Gaming Systems (TGS5) document.

  Just to
  give you a bit of background information, Section 4.1.1 of TGS5 refers to
  technical integrity standards that **** meets with all software related to
  PlayNow.com. To ensure integrity, **** receives certification from a third
  party testing company for gaming software that may determine the outcome of
  play for both slot and table games. **** also undertakes internal testing, and
  both the third party certification and internal testing results are submitted
  to ****** ****** *** *********** ****** (****). Gaming software suppliers also
  undergo a stringent registration process and background investigation by the
  ****** ****** *** *********** ****** (****), which reports through to the
  Ministry of Finance.
  
  The outcome
  of spins for PlayNow slot games is handled by a Random Number Generator (RNG)
  computer program that ensures a random outcome for each play/hand dealt. 
  This system is subject to ****’s quality assurance testing, and all our games
  are certified by an independent laboratory.
  
  The chances
  of winning can change depending on the game you choose, the amount of the wager
  you place, and how many lines you decide to play.  Some games pay smaller
  prizes more often and have more bonus games, while others may pay out more in
  the middle and top prize categories.  We include the Return to Player
  information on all of our slot games, etc. and the percent payout is
  theoretical.  It really comes down to the fact that after thousands or
  millions of games you play, the laws of probability allow some players to win,
  some to lose and others to walk away even.
  
  The player
  stated nothing was done when they brought up issues. As mentioned in our
  response all 23 issues were looked in to and resolved and determined to be
  related to the player’s internet connection, our site was operational. They are
  not out funds or winnings. We will not be providing a good faith token/billing
  adjustment for time spent troubleshooting as the issue was on the player’s end.
  
  While we
  can appreciate that they have chosen Shaw as their internet service provider,
  please keep in mind that properties in rural locations tend to be more spread
  out than in densely populated cities and towns like Vancouver. This means that
  there is often a greater distance from street cabinets and exchanges. The data
  must travel further to reach its destination, which causes increased latency
  and slower speeds for the end user. 
  
  Broadband
  speeds are on average 33% slower than in urban areas, and rural internet users
  are 3x as likely to have internet that doesn’t meet the minimum connection
  speed (10Mbps). Using a wired connection over Wi-Fi can often help.

  
  Our site
  has minimum requirements, including internet speeds, and not meeting them will cause issues during game
  play, despite the site being fully operational. This is not Playnow actively
  logging people out at random or those who are about to win. When it comes to
  gambling, persistence doesn’t pay off. All games are based on random outcomes.
  Each time you place a bet, the result is completely independent of the previous
  ones. Losing 10 times in a row doesn’t make it more likely that you’ll win on
  the 11th try.
  
  We cannot
  speak to the other 5 sites that  this player mentioned in their rejection. Their games may
  have different minimum requirements. If anyone else in the player’s household
  is having issues with Playnow, it is likely due to the same internet
  connectivity, as they are both in the same location, likely using the
  same internet service provider. We would be happy to speak with them directly
  and troubleshoot their issues. We will also be happy to further troubleshoot
  with the player in November when their ban is lifted.
  
  We made
  attempts to contact the player on May 24 at 1:54pm (no answer), May 25 at
  3:16pm (voicemail was left), and May 31 at 6:41pm (voicemail was left). No
  calls were dropped. We have not heard back from the player. As they cannot
  troubleshoot their account until their ban is lifted, we will not continue to
  attempt to contact the player at this time.
  
  
  Please note
  that their ban was put in place not because they were “problematic” or because
  we were “frustrated” with them but because of repeated abusive language and
  name calling that was targeted directly at our staff.

  
  

  Customer Answer

  Date: 11/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    They have a excuses for all the problems. It is just strange how everyone that has ask BBB for help all have similar issues. This site needs to be seriously looked into and shut down. And people should be refunded the money. The are taking advantage of people. Yes they left me a voice mail and what is the point of returning a call to scammer. Nothing will become of this. It’s like putting lipstick on a pig. Pointless. 
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:17/05/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was at the **** **** ****** today (May 16,2023) when I was approached by security at approximately 3pm demanding that I leave immediately, stating that I was barres. This took me by surprise as I am a frequent flyer at the **** **** ****** and have been spending the majority of the last 3 weeks consecutive morning hours at the casino before going to work. I've never had any major concerns at the casino, other than not having my ID on me on a few occasions and was refused entry at the time. So I asked the security where this was stemming from as I honestly can't say that I've done anything that would warrant me to be barred from the casino. He was extremely rude to me, giving me no reason as to why , it was extremely embarrassing to say the least. So I was escorted out to the main entrance waiting for the supervisor to come and let me know what was going on, when he arrived he just handed me papers stating that I've been prohibited for 5 years and told me that I was trespassing so I'd better be on my way before the police were called. After reading the paper's and their reasoning for the 5 year Barr it's just completely out of line. It says because I was Involved in a robbery in July 2022 ** *** ******* **** * ******* *** *** ***** ***** *** ****** ** **** ******* *** * **** ***** *** **** **** ********* *** ** ** **** *** ****** ** ****** ** ** *** *** **** ********** * **** **** **** *** **** ******* ** ***** ****** *** *** ** ******* ** ********** *************** * ** **** **** ****** *** **** *** ** ******** ** **** ********** **** ******* ********* * ***** ****** ** ******* **** ** **** **** **** *** * **** ****** ** *** *** **** **** **** ** ******** ** ** ******* ******* *** *** *** **** **** ******* ** **** *** ** **********

  Customer Answer

  Date: 19/05/2023

  For the resolution to my complaint I'd like an explanation of the charges please .

  I'd also like this to be posted on the BBB website under **** reviews.

  Business Response

  Date: 23/05/2023

  As laid out in the the prohibition letter that the player attached to their complaint, all disputes must be filed directly with the Reconsideration Panel, in writing, using the email address provided. 

  The authority to prohibit players from entering Casinos is laid out in section 92.1.b. of the provincial Gaming Control Act. The casino followed process by presenting the player with paper work and asking them to leave the premises.

  The act can be found on the BC Government's website here: **********************************************************************************

  Customer Answer

  Date: 24/05/2023

  
  
  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:27/04/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Again playing on the Playnow website multiple problems with the game shutting down in middle of play. According to Playnow if a game on Video poker shuts down the system is to bring up the same hand that was in play when it was shut down.
  
  This happened multiple times last week and I did take screen shots of the transactions and forwarded them to Playnow. (If you call they ask you do this.) This was done for April 10-13. I waited 9 days and finally phoned their support line. The gentleman on the call with me located all my emails did say "*** **** ****** **** **** ****** **** *** ********". Not done as yet and here it is several days later .
  
  This problem is still persisting and no callback from Playnow.
  
  This is a B.C government website maintained and governed by ****. This is not correct on any level that there is no communication no responsibility taken for their gaming website. They are happy enough to let people play and spend money …they need to do their part and have accountability.
  
  If you were at a B.C. Casino this certainly would not happen....they would not say "go sit in a corner or go home and we will get to you ASAP.
  ****** **********

  Business Response

  Date: 04/05/2023

  I believe this is the same/similar issue
  that was submitted to the BBB in February 2023 and very similar to the issues
  submitted to the BBB in November 2022 and March 2021.

  
  We have confirmed on numerous occasions that this is most
  likely related to a connectivity issue as this appears to only happen when they
  are on their mobile device and not their computer.  Troubleshooting steps and suggestions have
  been provided between November 2022 and April 2023. A Team Leader has attempted
  to call this player since their most recent submission to the BBB but has not
  been able to reach them. Follow up emails have been sent but the information
  that we have requested has not yet be supplied. Specifically, what we are
  looking for is the date and time of the incident so that we can review it. This
  player has hundreds of wagers in a day, several days a week, and they all appear to be completed so
  we are not sure what we are looking for. If a wager was stuck open (not played/paid
  out) it would be easier to locate.
  

  Most of the escalations brought forward from this player
  show that the games timed out, again pointing to a connectivity issue on their end, however
  the games still completed and winnings, if any, were paid out. The player can
  review this in their account history, they are not missing funds.
  

  We requested screenshots of error messages and exact dates
  and times of the incidents to escalate the issue to our internal eGaming Application
  Support team and additionally to the 3rd party vendors of specific
  games if needed. Screenshots are not required for an escalation, but they do help
  us dig deeper into an issue if a player has tried all previous troubleshooting.
  When escalations go to other departments or external vendors it can take days or
  unfortunately weeks to get a resolution. 

  Customer Answer

  Date: 04/05/2023

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

  Absolute nonsense and not correct on any level, when a game quits on you on Jacks or Better that hand is to reappear, this has been confirmed by Play Now. This absolutely does NOT happen.

  Play Now is only following up now that the BBB has been contacted. To ask me to go through my play OMG they even say 100's of hands and they would like me to find their errors, and their response that their errors are on my end because I am using a cell phone instead of a computer believe me Telus has confirmed all is good from my end.

  This is a joke I am asking for a resolution and yes I know that they did a Goodwill Gesture before, I just want what is owed. This site needs to have some accountability not wait until a player contacts the BBB.

  For them to say they have tried to contact NO they have not except in this case one time saying they cannot find my email I asked for a different email to give them all screenshots and original Email as I cannot attach it to the email that they have sent me Playnow has disregarded this request and sent through a bunch of silly responses in an attempt to clear themselves
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:25/04/2023

  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.

  Games keep kicking you out and not starting at the same point. Whether it be animation or not. Location is accurate, wifi works, internet works and so forth. If im paying for simple animation the i should be put back at that animation because im paying for it. So when i get kicked or rebooted its not my problem. I didn't go from ** to ***** in 2 seconds. **** can fix their glitches or refund as seen fit. I shouldn't have to lose money, progress, entertaiment at their favour. I didn't do anything but play the games. After contacting customer chat and having or trying to explain myself after a few messages **** customer service or ******************** it self closed it. I feel i'm fair in saying if im paying for animation only as the representative stated I believe. Then I should be put back at that same state or give me my money back where I started when i first started playing the game. For **** to state that nothing changes and all are odds are the same is here say. If odds don't change then put me back with the same animation or put me back at the begining with the same funds, because the odds don't change as **** states. This has been going on since I started playing on ****. I like the site, however I feel I should not have to lose or pay for there glitches. If a customer pays for animation then provide it. If animation has to restart well sorry I paid for it so it's not my problem I'ts ****'s problem. Fix them or pay back your customers who pay for your site to keep runing. If I lose I lose, that's fine. If I keep getting kicked out of games because of technical, location and other issues it's on ****. I don't have the means to control that. It happens pretty often on regular games I play. Wonder if that's a coincidence. **** should be trusthworthy, legitimate and responsible for the lack of probimaltic occurances the customer should not have to pay for both animation or site glitches. The site it self has to have some responsibilty. As a customer I like playing. I

  Business Response

  Date: 01/05/2023

  One of our Playnow Support representatives has reached out to the player directly via email to provide some troubleshooting steps. We would be happy to escalate their issue internally if needed, but will need further details which were outlined in our email. 

  We have several games with animations, technical issues can interrupt these animations causing them to restart. It is important to note that the animation does not indicate a growing jackpot. eSlot machine outcomes are determined by a random number generator, and you have the same odds of winning with every spin, regardless of where you are in the animation or if the animation is functioning. eSlot machines have the same odds of winning with every spin regardless of the animation or how long someone plays.

  When making a wager, you are wagering on a spin, there are not additional costs for games with animations. While we understand that this can be frustrating, most animation issues are related to a technical problem that can be fixed with basic troubleshootingand ensuring that your device is up to date. 

  The player's ****** have played out and paid out correctly, we don't see any games that require a credit at this time. 

   

   

   

• Initial Complaint

  Date:17/04/2023

  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.

  ******** ******** CASINO..THEY CONTINUE TO BREAK ALL THE RULES YET KICK PEOPLE OUT FOR NO REASON..THEY TAKE YOUR MONEY AND MANUIPLATE PLAYERS..THEY ONLY CARE ABOUT THE HIGH ROLLERS OR PROBLEM GAMBLERS TO STAY..THEY HAVE MANY REGUALTIONS THAT THEY DO NOT COMPLY WITH..I HAVE ASKED THEM NUMEROUS TIMES ON THE REASON I WAS KICKED OUT..THE ****** MANAGERS ALL LIE AND MAKE STORIES..THE NEW COMPUTER GAMES GO DOWN FOR SOME UNKNOWN REASON ..IM TELLING YOU THE PUBLIC THAT CASINOS DO NOT CARE ABOUT ANYTHING BUT TREATING PEOPLE WITH NO RESPECT..THEIR INVESTIGATIONS ARE NEVER CONDUCTED IN A FAIR MANNER...ID LIKE TO TELL MY STORY TO SOMEONE THAT REALLY LOOK INTO MY MATTER...ITS CORRUPT IN THE WAY THEY RUN THE BUSINESS..EVERYTHING FALLS ON DEAF EARS...THE SECURITY ARE *******.

  Customer Answer

  Date: 17/04/2023

  NO FURTHER CONTACT DID NOT RESOLVE IN FAIR MANNER..ITS JUST SAME OLD REASON...JUST A CORRUPT UNFAIR BUSINESS...ALL OF THE SECURITY IN ******** ******** ALSO VERY UNFAIR...THEY ALL ACT AS IF ITS A COMMUNIST ORGANIZATION WITH UNFAIR RESOLUTIONS..YET THEY BREAK ALL THE RULES.

  Business Response

  Date: 21/04/2023

  Gambling in B.C. is governed by the provincial Gaming Control Act. **** and casinos in ** must comply with all aspects of the Gaming Control Act, the Proceeds of Crime (Money Laundering) & Terrorist Financing Act, as well as the Criminal Code of Canada. **** undergoes frequent regulatory examinations and audits by the **** (Gaming Policy Enforcement Branch) and ******* (Financial Transactions & *********************** of ******). Our compliance program is audited by an accredited and nationally recognized accounting firm at least once every two years.
  
  This player has been advised of the reasons for their past barrings, in person, by mail, and over the phone with our Casino security staff. Site barrings are enforceable and issued at the discretion of individual sites. Our Casino Security Investigators attempted to reach this player repeatedly on April 11 and 19, 2023 to discuss their current situation. There was no answer and no option to leave a voicemail.

  
  Surveillance footage at several sites has been repeatedly reviewed when this player made complaints about game play/outcomes.

  
  Our Game Sense Advisors who specialize in responsible gambling/ problem gambling have also reached out to have a conversion but the assistance was refused. 

  Customer Answer

  Date: 24/04/2023

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

  Customer Answer

  Date: 24/04/2023

  WHEN YOU ARE OFFERED TO PLACE A BET AND THE THEY DO NOT PAY YOU 7 ****S I THINK ITS UNFAIR TO OPERATE..THEY RIPPED ME OFF SEVERAL ****S..SO I MADE ACOMPLAINT AND KICKED ME OFF..I WAS ABUSIVE TO STAFF SAYING YOU PEOLE ARE UNFAIR DO NOT RESPOMD FAIRLY OR DO ANYTHING ABOUT UN FAIR PRACTICES...THEIR EXCUSE WAS IT WAS A SYSTEM ERROR ALL THE **** AND SORRY FOR THE EXPEREINCE..NO WHEN YOU LOSE THEY TAKE YOUR MONEY AND I HAVE NO RECOURSE IN ASKING FOR MY BETS BACK..ITS A TWO WAY STREET ..I LET THIS GO SEVERAL ****S AND GAVE THEN BENEFIT OF DOUBT...YOU CAN NOT OPERATE IF NO TRUST IN THE ******

  Business Response

  Date: 26/04/2023

  When a wager dispute is made by a player at a casino the outcomes are reviewed and rectified, if necessary, on site. **** can also escalate these concerns for a full review if a player reaches out to us directly. This players concerns with game outcomes have been reviewed on multiple occasions over the years, these concerns have repeatedly shown to be unsubstantiated. **** and casino staff will continue to review game outcomes that this, or any other player, brings forward in a dispute. 

  The player has not contacted **** directly to dispute any ****** at ******** Casino in ********* The only records we have on file are complaints that they are unhappy with the site in general, our call notes indicate that they refused to provide us with further details on an issue that occurred sometime in September 2022. There was also a more recent request for information on their barring from this site, they subsequently declined our callbacks. Given that there are no details (dates, times, games, ******, etc) in the BBB complaint and no details provided to **** we are not able to assist them further at this time.

  The sole act of raising a concern for the outcome of a game did not result in the player being asked to leave the site. 

  Customer Answer

  Date: 26/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: MY complaint with them is another issue ******** ********..they say they asked me to produce identification which they did not..they continue to make up stories..my wager complaint is with play now..they never paid me winning bets several times..no they have not tried to call me at all they sent an email saying its sorry for the experience..**** has no integrity in resolving it cause they own the business. just reach other complaints...they are not paying people and say its a system error..you need to have a meeting im willing to come in person..they are hiding behind their big mistakes...as for ******** thats another matter..
  
  Sincerely,
  
  *********************

  Business Response

  Date: 27/04/2023

  Playnow.com has not recently asked the player for **. If the ** statement is regarding the ******** Casino complaint,we are not sure when this occurred or what the relevance is. ** Casinos can ask for photo ** at any time to verify age or to ensure that patrons who have voluntarily self-excluded or been barred do not enter.

  
  Regarding the players new complaint, I can see that they chatted in to Playnow Support after hours and received an emailed auto-response advising them that we missed their chat and to try again later. This was not Playnow ignoring the players concerns, as no agents were available to speak to them at the time. Most of our communication with this player has been through live chat and email. We typically do not respond by phone unless the initial contact by a player was a phone call. Live chats that required and investigation and follow-up are typically responded to by email unless otherwise requested by a player.

  
  This player has experienced issues with our Live Casino platform on Playnow.com in the past. All ****** were reviewed. When the player experienced technical difficulties, winnings were manually placed in their account or ****** were refunded when the game did not register. This is in accordance with our Playnow agreement that all players must agree to prior to opening an account with us. Live Casino does have higher minimum device requirements (operating system, browser, etc.) than Playnow itself which can result in players experiencing issues. These requirements are listed on our website.

  
  The player has been banned from Playnow since February 2023. in accordance with section **** of the Playnow Player Agreement. There are no further ****** to review and no troubleshooting to take at this time. We will not be taking an in-person meeting with this player.

  Customer Answer

  Date: 27/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:THIS IS RIDICULOUS..YOU AS BBB NEED TO DIG DEEPER SORRY...IF THATS ALL YOU CAN DO SO BE IT IT IS FALLING ON DEAF EARS...THE PLAYNOW HAS NEVER RESOLVED ANYTHING IN A FAIR MANNER ..SO THEY ARE SAYING IF ITS AN ERROR SORRY WE DONT PAY YOU BUT IF YOU LOSE WE TAKE YOUR MONEY..THIS IS A GAMBLING SITE THATS BEING OFFERED..IM MY VIEW THATS IS SIMPLY TAKING OUR MONEY WHENEVER IT HAS SYSTEM ERRORS AND WHY DID IT OCCUR SO MANY ****S AND JUST HAPPENED TO BE THE WINNING HANDS...IF I KNEW THAT GOING IN THERE IS NO WAY IM RISKING MONEY IN AN UNSAFE SITE ..PURE MANIPULATION ASK OTHER PLAYERS.     THE IDENTIFICATION IS ASKED ALL THE **** IM OK WITH THAT..AT ******** ******** THEY ARE SAYING THEY ASKED ME FOR IDENTIFICATION I REFUSED SO THEY KICK ME OUT FOR BAD NBEHAVIOUR..OF COURSE IM GOING TO BE MAD WHEN THEY KICK YOU OUT IN THRE MIDDLE OF A GAME AND NEVER ONCE ASK FOR IDENTIFICATION AND YET THEY CALLED ME BY MY NAME..THEY LIED AND NEVER DID ASK..YOU UNDERSTAND NOW...YOU NEED TO ASK THEM AND SEE HOW HONEST THEY WILL BE..IM 100 PER CENT SURE I DID NOTHING..
  
  Sincerely,
  
  *********************