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:21/02/2023

  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.

  Well first time playing it it hanged on bonus round when I played the REMOVEDfortunes and the REMOVEDwas lagging and hanging to put a wager that could have won me REMOVEDbought it a minute remaining on the clock so it should be included in that game bit was shocked it was never included also when playing roulette a dollar bet on a single number came out not as described on the payout and it happened many times say placed a one dollar bet payout and it got the x100 multiplier how come I end up with 200 dollars there i I hit red 7 plus the lightning multiplier for a dollar it should be a thousand more anyways I hope if I can kindly ask you guys to just return the money that I've spent for February 18 19 and 20 as I was not myself and im not thinking straight trying to catch up the loss to the next day and till Monday now I'm left without anything even to purchase food and gas as I thought I might get it all back with a single jackpot which happened but didn't manifest and when playing REMOVEDnumbers picked didn't showed up even it was purchased and if ever moved to the next game even there is a minute left on time just to be fair I've learned a REMOVEDplease look into this I think the game is rigged anyways please if ever you've found out that I wasn't being paid out properly please place me on a ban for a year and return my cash for the dates that I've provided as I was not on the right thinking trying to catch up and even depositing 300 cash that was meant for rent and putting myself on a situation that I can't even have enough to buy food I hope you can do this one time return if in case I'm right I theres a glitch on winniing the the bonus or delayed bets on REMOVEDplease fix it as a frustrated person like myself would totally try to repeat what happened only end up losing it all due to confusion and mental stress that this game brought to me a REMOVEDthat is always true 'casino always win"

  Business Response

  Date: 03/03/2023

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

• Initial Complaint

  Date:21/02/2023

  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.

  During online play I had several malfunctioning hands on. Game REMOVEDJacks or Better which included cards not turning over game turning off which caused winning hands to dissappear (on this game it is set for hands to come back automatically...this never happened The game constantly has shut down for many nights in a row As well it telling me to login again I would get blackout screens and cards that would just sit in Iimbo after second draw which is a step that must be done again cards would just sit thereunder then REMOVEDlogin again system error hand go.e winnings gone. I would get Login you are not in REMOVEDI did not fly out of my house to REMOVEDand back again in 3 minutes This is a 5 card game with two draws. 1st draw you hold the cards you want hit draw this step was not happening. I had a Royal Flush on 1st draw could not get to 2nd draw went to screenshot the Royal Flush and a black screen came up lost $2400.00 I have spoken to the help line 7 days in a row during daytime when they answer phone lines have sent them every screenshot (as they instructed me to do) Have sent 19 emails and several co.versatio s all documented. At the start of each conversation d do you know how to clear your "REMOVED" yes i do this prior to playing REMOVEDalso informed me to call in right away when winning hands are lost Oh Yes tried this you cannot get through at night to support.Every conversation I have asked for a manager or team lead I am told NO they do not come on the line and speak to customers/players I am told tech support is looking into this and it could take weeks maybe months...but please keep sending the screenshots of the problems...Are you serious why would I keep playing.I let REMOVEDat customer help know my next steps were I was going to BBB as well as REMOVEDhis response was "REMOVED" where is this helping the customer. After days and days of trying to get answers get this sorted out this is what I have to do in order for Playnow to get it figured out...again where is this helping the customer.I want answers and a fair resolution to this. If you were sitting in a REMOVEDCasino you can bet this would not be happening or would they expect you to campout for days to get the machine fixed and your winnings paid to you.REMOVEDand others at the support line have informed me they are understaffed with having three Provinces there are many problems with malfunctions and those who answer the phones their hands are tied...and it is up to a mangers discretion if they want to call a customer after it is sent to them...well as I said days later your file is open and will get back to you I was offered a $50.00 credit by REMOVEDwhich I promptly said NO and the next agent the following day let me know that is all she can offer with the hopes of players saying YES and going away. REMOVED

  Customer Answer

  Date: 22/02/2023

  Responding to your email. .I cannot fill it out on my phone.
  
  Has been ongoing since Feb 10
  30 screenshots sent to Playnow at their request.
  
  I tried again today by calling BCLC was informed Playnow closed this out...BCLC was in their words "appalled " that I have had no contact. 
  
  Please add this as I am unable to do so
  
  REMOVED;

  Business Response

  Date: 03/03/2023

  We have attempted to reach out to our player directly but have been unsuccessful.

  
  We will continue to try also we can be reached by initiating a Live Chat on our site or calling PlayNow Support, toll-free, at REMOVED. Agents are available to assist you daily between the hours of 7:00 a.m. and midnight PT.

  Customer Answer

  Date: 06/03/2023

  
  Complaint: REMOVED
  
  I am rejecting this response  because:BCLC knows very well that they have not tried to contact me and my phone logs show that.

  
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 10/03/2023

  One of our Team Leaders from Playnow Support has reached out and spoken with the player directly and come to a mutual understanding.

  A follow up email was sent after the conversation in case the player has any additional questions. 

• Initial Complaint

  Date:09/02/2023

  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.

  Playnow. Com casino the website consistently glitches on games I've lost thousands do to these errors. Always on the way to winning games will glitch and remove anyone advantage you had or progress! This web sight needs to be removed. To REMOVEDpeople have come forward and won't recourse for the poorly run website. How can they operate a totally glitches website ?? going to start a lawsuit with numerous other people soon.!!

  Business Response

  Date: 15/02/2023

  Looking into your case history, I can see that you have contacted us about experiencing some form of error messages when playing REMOVEDgames,as well as possibly being disconnected from our site.
  
  On 6 occasions from March 2022 to October 2022 our agents have provided you with our basic troubleshooting steps and asked for specific information about the issues you have been experiencing, however we have never received a response with those details. There have also been a few occasions where you have requested in your emails that we do not contact you which leaves us unable to assist.
  
  Please be advised we want our players to enjoy themselves on our site and we are more than happy to assist with technical difficulties however, we require specific information about the issues you are experiencing in order to escalate your case to our second tier support team.Without this information, we are unable to assist beyond the basic troubleshooting steps you've been provided in the past. 
  
  PlayNow's online gaming is managed and operated by REMOVEDon behalf of REMOVEDand complies within the strict statutory authority and regulatory guidelines of the Liquor, Gaming and REMOVEDof REMOVED(REMOVED), Technical Gaming Standards for REMOVEDSystems (REMOVED).
  
  To ensure integrity, REMOVEDLotteries (REMOVED)receives certification from a third party testing company for gaming software that REMOVEDdetermine the outcome of play for both slot and table games. PlayNow also undertakes internal testing, and both the third party certification and internal testing results are submitted to REMOVED. Gaming software suppliers also undergo a stringent registration process and background investigation.
  
  I would still like to be able to assist you further. We have tried reaching out since hearing from the BBB but have yet to receive specifics from you. Please feel free to reach out to us at Playnow support with details on what you experienced and when it was experienced so that we can look in to this further.

  
  Please anticipate that we will be asking follow-up questions,which I have listed below.

  
  REMOVED
  REMOVED 
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  Customer Answer

  Date: 16/02/2023

  
  Complaint: REMOVED
  
  I am rejecting this response because:
  
  Sincerely, this is like a form letter.  Your  making  excuses  for faulty  software  ..tell us how REMOVED  the  games  are service  and how REMOVEDthe  random code REMOVEDcheck.  ?? You're  admitting  the  games  have issues  bye  admitting  they  have serous errors! Would  really  like to take this to court  room. With 200 other people!!!

  
  REMOVED

  Business Response

  Date: 24/02/2023

  We have responded to this player multiple times and requested specific information to help with further clarification and investigate the concerns.  As of now, those requested details are still outstanding from the player.
  
  Dates that PlayNow attempted to contact the player: 
  
  September 20, 2022
  October 17, 2022
  February 14, 2023
  February 24, 2023 
  
  PlayNow would like to work with the player to resolve these issues but requires information in order to further assist.

• Initial Complaint

  Date:09/02/2023

  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 using the services on playnow.com for a very long time. I have had several issues in the past several years with gameplay on slots and poker. Games will randomly come up with error messages from time to time, interrupting gameplay and possibly affecting outcomes. I have made complaints to their customer service to which they never address or fix the ongoing issues. Lately I have been receiving these error messages a lot more frequently, we're talkin every 2-10 minutes. Constant frustration with this company. Their customer service team is a joke and they never help fix problems. For a provincially run site they sure know how to drive money into the pockets of off shore sites due to their failure to maintain and run a proper casino/gaming site. This is the second time I have complained to BBB about playnow.com and It will be the last as I will be closing my account permanently if my issues are not fixed and consistently avoided. Last time they bought me off with a $25 credit. This time there will be no chance for them to earn my business again.

  Business Response

  Date: 15/02/2023

  It appears that
  you have contacted us with these issues in recent weeks, however prior to that you
  haven’t reported any technical issues since December 2021, we are very sorry to hear
  that this has been a repeat issue over the years.
  
  In your recent interactions with PlayNow Support,
  our agents provided you with our basic troubleshooting steps and asked for
  specific information about the issues you have been experiencing. We
  would like to be able to assist you further, however we will still need
  specific information from you to do so. A supervisor did
  try to calling you by phone to assist with your concerns, but they were unable
  to reach you. A follow up email was also sent requesting that you let us know
  when a good time would be to call so that we can review this matter further. Please
  know that there will be a series of questions that we need to determine the
  issue. I will list them at the bottom of this reply.

  
  Please be advised we want our players to enjoy
  themselves on our site and we are more than happy to assist with technical
  difficulties however, we require specific information about the issues you are
  experiencing in order to escalate your case to our second tier support team.
  Without this information, we are unable to assist beyond the basic
  troubleshooting steps you've been provided in the past. 
  
  REMOVED
  
  To ensure integrity, Manitoba Lotteries (REMOVED)
  receives certification from a third party testing company for gaming software
  that may determine the outcome of play for both slot and table games. PlayNow
  also undertakes internal testing, and both the third party certification and
  internal testing results are submitted to REMOVED. Gaming software suppliers also
  undergo a stringent registration process and background investigation.
  

  Thank you for your time and for reaching out to us. 

   

  
  
  Questions that we
  need to determine the issue, answered to the best of your ability:

  
  REMOVED
  REMOVED 
  REMOVED 
  REMOVED 
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  REMOVED
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• Initial Complaint

  Date:05/01/2023

  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.

  2022-08-02 I had won 40 grand on PLAYNOW.COM game zeus. I had the money deposited to my account. Then won another 10 grand and my bank and I had a disagreement. My account was close and they 10 grand was sent back to PLAYNOW.COM. I had lots my wallet that day so I had no photo ID to open a new back account. I applied for new birth certificate then I went and got new ID done finally got it in the mail. Opened a new bank account. Send documents that where required to unlock my account. I have just left and abusive relationship so I have no phone. I talked to customer service and told the woman on the phone I would have to be contacted by email. She said she didnt see a problem with that. I am still waiting for a reply from the bclc investigation team. Iv called a few time and they tell me that the documents have been seen. But still not reply. This is dragging on why to long. I would like my account unlocked would like my winnings deposited in to the account that was stated in the documents that where required that have been sent in at the bclc investigation team requested. I have been waiting.

  Business Response

  Date: 06/01/2023

  The customer's issues with their bank account should be taken up directly with their financial institution and not BCLC/Playnow.com
  
  
  Per their own screenshot attached to the complaint (REMOVED) we were still waiting for them to confirm their banking information at the end of December. The customer chatted in with us via live chat on January 3 and we advised them that there was in fact an email from our our Investigations Department waiting for them at which point they abandoned the chat so we were not able to assist them further. As of January 4 we were still waiting for an email response from the customer.

  
  
  As of today January 6, their funds have been disbursed to their bank account on file.  Funds can take 2-3 business days excluding weekends and holidays to reach a bank account once being released from Playnow.com.

• Initial Complaint

  Date:04/01/2023

  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 am writing in regards to playnow.com. Over the past few years I have had my account & overall deposited over 60,000.00 dollars I had an issue in the past where a casino game stayed open in the background & I kept receiving a message telling me the issue would be resolved within a minute & if it did not contact customer support. So I contacted customer support NUMEROUS times, I kept getting told they were looking into it. Months passed & I had to file a complaint with the BBB before they took me seriously, within a week they said they contacted the vendor & the game was closed in the background. They then proceeded to send me a $200 credit. Everything was as it should be moving forward no issues until September 2022 then I started to get booted out of game with messages stating “unfortunately an unspecified error has occurred. We are sorry for the inconvenience” but constantly. It would log me right out of playnow in the middle of bonuses or when a win would present itself. I called play now to complain and got the same speech I have received in the past, the continuous troubleshooting speech. I have always did what they suggested before & through my gameplay so this was absurd to me. I requested any and all of my game play be reviewed from a third party and got oh someone is reviewing..I now received an email stating “Thank you for your patience while we worked on the error you brought to our attention regarding the open games on your account. We have received word from our technical support team that all issues have been resolved and you should no longer encounter this issue moving forward as the game has since been manually closed. As per the terms and conditions malfunction does void all game play”. So there was a technical issue & they stated there was a malfunction & their remedy was to send me $10 dollars & change, while continuing to take my $ for months. Please tell me where in the terms and conditions it states game play is with technical difficulties.

  Business Response

  Date: 11/01/2023

  This player experienced 6 frozen wagers between Oct 15th and Nov 04th, 2022, which we escalated to the game's vendor (a third party) for review at which point the vendor confirmed games' potential outcomes could not be determined. We voided the wager and refunded the player their $10.94 for these wagers, as per our PlayNow Player Agreement which all players must agree to prior to opening their PlayNow account.

  
  The player believes these 6 frozen wagers negatively impacted all their other game play during this timeframe and requested a refund for approx. $2,500.00 stating “something is wrong with PlayNow’s machines” although there we no irregularities and all other wagers completed correctly according to game results. We cannot credit them for all of their game player during such a long period of time because they perceive there is an an issue when there is none.  

  Customer Answer

  Date: 12/01/2023

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because:

  I experienced more than 6 frozen wagers. This occurred since I joined with play now but progressively got worse starting September 2nd and not from the dates Playnow chose to state. These technical/unexpected errors, log outs occurred during every session played when a win/bonus occurred. I am not responsible for operating their gaming site furthermore had no control over their system errors. 

  I beleive what I seen with my own two eyes and have a witness for everytime I played and we did indeed see the extensive errors occurring every win/bonuscycle and these irregularities only got worse over time.

  Again i do not operate their systems and cannot explain how they run their site only simply what that am excessive amount of technical errors/unexpected and log outs did occur changing the possible outcomes. Playnow should be accountable for their site this is all to convenient.

  To play on an online gaming site with such strict statutory authority guidelines of the REMOVED Playnow should be expected to be held to the highest of standards  they should be expected to provide documentation to what occurred while I was playing every single one of the technical/unexpected errors and log outs during the wins I encountered. 

  I am not speaking of 6 stuck wagers I am speaking of the hundreds of irregularities I experienced during all game play. So great now they wanna come out and say there was 6 stuck wagers if those don't explain the irregularities what does? Why was I cheated out of a fair chance at my wins and bonuses? 

  I was advised through email I was receiving a credit for 10.94 and I stated I was not excepting that and rather I was filing chargebacks through my bank and requested playnow return the interac transactions from September up to the time the account was closed. The player has since tried to reach out to REMOVEDto start an investigation as playnow is denying all the irregularities that occurred during all her gameplay. The focus here is the hundreds of irregularities that occurred while on playnow. 

  This is not a case of a player loosing this is a case of a gaming website that had an excessive amount of issues while the player was in a pay mode of some sort. Now if that does not say something I dunno what will. * REMOVEDI feel something is extremly wrong with this picture. REMOVED 

   

  I am seeking an investigation and proof of all these irregularities and i assure you im seeking a lot more than $2500 playnow!!!
  
  
  
  Sincerely,
  
  
  
  REMOVED

  Business Response

  Date: 17/01/2023

  Good morning, please see below for our additional responses. We hope this information provides enough clarity for the issue at hand. 

  
  From Sep 2nd until Dec 17th, 2022, this
  player made a total of more than 150,000 individual wagers (eSlots spins) on PlayNow. These were reviewed by our 3rd party vendor, a Team Leader for
  PlayNow Support, as well as our REMOVEDInvestigations team. Despite the player advising the BBB that all of these wagers had issues, the player only contacted us a total of 3 times regarding
  technical difficulties and our CSRs located 6 stuck wagers, which we
  escalated accordingly to the game vendor and had to void with a refund for
  wagers being provided to the player.

  
  During the same time, the player logged 294 sessions on PlayNow, 50
  of which either timed out or were overwritten (indicating player logged in
  again, possibly on a different device).
  
  
  Any time a session timed out the player was refunded instantly.
  There is a cluster of games timing out mid-October. The player can see
  these individual refunds appearing in their play history directly after
  the wager. We can walk them through they play history if needed. There is no indication these errors happened while the player was in a bonus round or on a win. 

  
  
  For these 150,000+ wagers the player provided us directly with a
  total of 7 screenshots, all taken within 20 minutes on a single day,
  showing 1 error and one log-out message. The screenshots provided to the Better Business Bureau on this complaint are what
  will appear for any player who logs out manually, they do not indicate an
  error.

  
  Please
  keep in mind that for Manitoba players using Playnow.com we manage and operate online
  gaming within the strict statutory authority and regulatory guidelines of the
  Liquor, Gaming and Cannabis Authority of Manitoba (REMOVED) document, Technical
  Gaming Standards for Internet Gaming Systems (TGS5). Just to give you a bit of
  background information, Section 4.1.1 of TGS5 refers to technical
  integrity standards that PlayNow meets. To ensure integrity, Manitoba Lotteries
  receives certification from a third party testing company for gaming software
  that may determine the outcome of play for both slot and table games. PlayNow
  also undertakes internal testing, and both the third party certification and
  internal testing results are submitted to REMOVED. Gaming software suppliers also
  undergo a stringent registration process and background investigation.
  
  
  For an optimal player
  experience and site performance on any device using playnow.com, we recommend using:

  
  the following browsers:
  REMOVED
  REMOVED
  REMOVED
  REMOVED

  
  the following operating systems:
  REMOVED
  REMOVED
  REMOVED
  REMOVED

  
  It is
  recommended that you always keep your web browsers up-to-date. While previous operating systems and browser combinations may work on playnow.com, some
  functionality or information may not work or be displayed as expected. The
  playnow.com databases record the correct outcomes generated by our games and
  BCLC relies on this record in the event of any dispute.

  
  Our development teams make use of new capabilities available in
  modern, up-to-date operating systems and browsers. As a result, we have made
  the decision to support only modern operating systems and browsers. This also
  provides improved security and performance.
  
  Our eCasino games use a service called REMOVED, a web-based
  graphics library that eliminated the need for plugins to run graphics on your
  web browser. REMOVEDhas minimum hardware requirements and if your device does
  not meet these requirements, you may experience display issues.

  We recommend that your device have the following to support
  REMOVED:
  Minimum 4GB of RAM
  64 bit processor
  Capable Graphics Card (recent /
  up-to-date)

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

   

  At this time we will not be issuing any further refunds as they have already been refunded for all wagers that failed to complete. Each spin is individual and a stuck game will not affect the outcome of other games/spins/wagers. 

  Customer Answer

  Date: 17/01/2023

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because:

  I have escalated this to REMOVEDand am pursuing an indepth investigation explaining the extensive errors and log outs as playnow continues to deny these errors when they occurred. I will work with REMOVEDto determine the outcome as I am still pursing a refund.
  
  
  
  Sincerely,
  
  
  
  REMOVED