Complaints

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:09/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My online account with ********************** was deactivated on/or about September 3, ******* notice or reason for the deactivation was given. I did not violate any of Luckyland Slots Terms of Service. I have emailed multiple times to get the reason or explanation so I can have the decision reversed or heard by arbitration, an option according to their own guidelines, but have not received a reason as to why my account was deactivated. I have mailed hundreds of cards requesting sweeps coins for their sweepstakes promotions, all according to their terms of service and sweeps rules, which I will not receive if my account remains deactivated.For identification purposes for Luckyland Slots, my online name is toddydubs. My email is **************** and full name is **** ****** *******.I am only looking for my account to be reinstated & to receive sweeps coins due from my mailed cards that are within their guidelines. If not, I will look to take further action.

  Business Response

  Date: 09/12/2025

  Our records show that our relevant team has provided the complainant with instructions should they wish to dispute our decision. As such, we consider this matter closed.

  Customer Answer

  Date: 09/12/2025

   
  Complaint: 23847286
  
  I am rejecting this response because: Despite repeated requests, Luckyland Slots has refused to give me a reason for my account deactivation. Further, though not knowing why makes this extremely difficult, I have  requested this matter to be heard by an arbitrator (according to their process) which has been ignored. They have refused any follow-up email communication from me, so I have to submit a new complaint form in my attempts to have this matter resolved according to their own process.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:08/14/2025

  Type:Product 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 won a giveaway on 8/13/2025 at 8:13 PM for LuckyLand Slots. This was for a LadyLuck HQ giveaway, which I have won in the past using the same information, but was a much smaller amount before SC5. This one was SC20 and now they are stating I was not registered as a winner, but I have the documentation to prove I was. I am unsure why this is being questioned as I have everything registered under the same email and have participated many times before in these giveaways and nothing has changed. They are giving me the runaround because of it being SC200 which equates to $200 USD.

  Business Response

  Date: 08/22/2025

  Upon review, we can confirm that the customer's account was provisioned with 200SC on 15th August 2025. If the customer has any further concerns we recommend they reach out to LuckyLand Slots' Customer Support Team. 

  Customer Answer

  Date: 08/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:08/10/2025

  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.

  When purchasing coins on this game, you get free SCS which is money that you can spend with Im on level 158. This is neverhappened before. I also contacted them. Theyve ignored me. I showed them my bank account as well as no SCs being awarded and they have not responded. I would like a refund or the money added to my account. Ive also put a dispute in with my bank and again this companyhas not responded.I have more screenshots of my bank account as well as no money being added to my game account, but it was unable to upload, but once contactedby the BBB I can provide the rest of the documentation in regards to the game, glitching and other people complaining about it

  Business Response

  Date: 08/12/2025

  We are unable to locate an account registered under the email address provided by the complainant and advise them to file a new complaint using the email address associated with their account.
  
  

• Initial Complaint

  Date:08/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several times double and tripled charges but they claim they didn't , gambling losses due to fraudulent charges

  Business Response

  Date: 08/10/2025

  Our records show that a member of our relevant team notified the complainant that they were unable to identify instances of duplicate charges. As such, we ask that the complainant provide evidence of the alleged duplicate charges, such as a copy of their card statement showing the purchases in question.
  Additionally, we encourage the complainant to follow the appropriate dispute resolution process outlined within the agreed Terms of Service should they wish to dispute our decision.
  
  

• Initial Complaint

  Date:07/31/2025

  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 bought two time la today for $19.99 for each time thinking that sweeps coins which is the same as cash as well as gold coins and only received gold coins. I have emailed them that I would like a refund for both transactions and that I would like them unto close my account completely. Anytime I have request a refund they always come up with some reason to not refund my checking account. I am tire of dealing with them. They are completely rude and make unreasonable request to request any refund which they wont ever do or to even I restrict my account. The email I used on the account was ***************************

  Business Response

  Date: 08/07/2025

  Upon review, we note that the customer has already been provided a resolution to the issue raised via their complaint on 31st July 2025.

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23681567
  
  I am rejecting this response because:
  They have only provided a refund for only one transaction. There were two transactions for $20. I have messaged them asking to refund me for the other $20 and no response 
  Sincerely,
  
  ***** **********

  Business Response

  Date: 08/20/2025

  We can confirm that a member of or relevant team has contacted the customer and provided an update in relation to the remaining purchase in question. 

• Initial Complaint

  Date:07/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON JULY 17 I ASKED FOR A 50 PAYMENT TO BE REDEEMED IN A INSTACART GIFT CARD IT HAS BEEN ALMOST THREE WEEKS AND THEY KEEP ASKING FOR BANK INFORMATION *** I EXPLAINED THE BANK ACCOUNT WAS CLOSED THATS WHY I ACCEPTED THE GIFT CARD PAYMENT WHICH ISSUPPOSED TO BE SENT TO MY EMAIL ADDRESS. THEY HAVE NOT DONE SO NOR HAVE THEY ANSWERED BY COMPLAINTS I SUBMITTRED ON THEIR SITE OR MY EMAIL MESSAGE TO THEM.

  Business Response

  Date: 08/07/2025

  As per LuckyLand Slots Terms of Service all customers are required to verify their identity and bank information before being able to redeem, regardless of the redemption method chosen. We note that the customer has been provided details around the required documentation on 1 August 2025, and encourage them to reach out LuckyLand Slots **************** Team should they have further questions.

  Customer Answer

  Date: 08/20/2025

  THANK YOU FOR YOUR RESPONSE HOWEVER THIS MESSAGE IS THE SAME I HAVE RECEIVED OVER 20 TIMES I HAD A BANK ACCOUNT WHEN I STARTED PLAYING WITH THEM OVER 2 YEARS AGO I HAD RECEIVED LOTS OF PAYMENTS FROM LUCKYLAND TO THAT ACCOUNT

  HOWEVER WHEN THEY SENT THE LAST WINNING PAYOUT OF ***** IT WAS RETURNED TO THEM BECAUSE THE BANK ACCOUNT HAD BEEN CLOSED SO I ASKED THAT LUCKYLAND ISSSUE ME A GIFT CARD IN PLACE OF THE CASH PAYMENT. I UNDERSTAND THE NEED OF BANK VARIFICATION IF THE PAYMENTS ARE GOING TO THE BANK BUT THE GIFTCARD IS SENT TO YOUR EMAIL ADDRESS WHICH THEY HAVE VERIFICATION THEREOF. ALL I WANT IS FOR THEM TO EMAIL ME THE INSTACART GIFT CARD I WILL NOT NEED BANK VERIFICATION BECAUSE I WILL NOT BE PLAYING ON THEIR SITE ANYMORE. THE SOLUTION IS SO SIMPLE JUST EMAIL THE CARD AND SAVE ALL THIS STUPID CORRESPONDENCE BACK AND FORTH SAYING THE SAME THING. PLEASE KNOW I WOULD LIKE FOR YOU TO POST THIS INFORMATION ANYWHERE YOU LIKE TO SUPPORT OTHERS FOR FALLING INTO THIS *******.  THANKS AGAIN THE ONLY SOLUTION THAT IS FAIR IS FOR LUCKYLAND TO SEND ME THE GIFT CARD WHICH I AM ENTITLED TO I AM NOT ASKING FOR ANYTHING I DON'T DESERVE.

  
  

  ********* BAYNES ******

• Initial Complaint

  Date:07/29/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started writing cards for this casino to make extra income end of December of 2024. You basically sign up and every card you wrote to the casino you got credited 5 sweep coins per envelope which you convert to cash out or as a giftcard. The rules were simple, only one account per person, you had to handwrite the template exactly how they had on their site and had to pull a 12 digit code to verify it was you and you can only pull the codes from your home state. I followed all their rules and regulations to a tee. I started getting my drops end if Feb but then my last drop for this casino was mid May. I kept writting then a week ago I emailed asked why I hadn't been receiving my drops for 2 months. A few days later I received emails from all these VGW casinos telling me I have violated their rules and regulations by using hardware and software automation and they weren't going to give me further explanation. I asked if I was going to get credited for all the envelopes I had written prior to the deactivation or at least return my envelopes but I was told all my remaining sweep coins and envelopes were voided. I was upset because I use my own money for the supplies and also took alot of time writing over 1000 envelopes I was not going to get credited for. I think it's unfair because not ones did I not follow their rules and they have these high security verification to make sure it's the owner of the account using it so I'm unsure where this software automation accusations are coming from. All I ask is to get credited for the envelopes I never got credited for.

  Business Response

  Date: 08/05/2025

  Our records show that our relevant team has provided the complainant with instructions should they wish to dispute our decision. As such, we consider this matter closed.      

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23673729
  
  I am rejecting this response because: They need to credit me for what they didn't process or return my envelopes. They should have let me know their decision months before they kept  stringing me on and  kept mailing envelopes to them without any knowledge they were going to deactivate my account and I lost money buying supplies for months
  
  Sincerely,
  
  ****** Saeni

• Initial Complaint

  Date:07/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint for Unjustified Account Closure at ********************** and Chumba Casino Online Dear Sirs,My name is ****** ******* ****** *****, a resident of the state of **********, and I am writing to you to file a formal complaint against LuckyLand Slots and Chumba Casino online casino, operated by *************I have been an active user of your platform for the past 4 months, participating exclusively through your AMOE (Alternative Method of Entry) method, which allows you to send physical letters to participate without any purchase.On June 24, 2025, my accounts were closed under the pretext that I supposedly used "software" that violates the terms of use, which is completely false. I have never used any type of external tool or violated its rules. I believe this arbitrary decision seeks to prevent the redemption of prizes legitimately obtained through **** participation.I have attempted to contact the companies via email without response, and I have also followed the usual procedures with eCogra, but have not received a solution.I request your intervention to:1. Investigate this case and ensure that my consumer rights are respected.2. Request that the company reactivate my account or allow me to redeem legitimately obtained prizes.I attach my information for verification:- Full name: ****** ******* ****** ***** - Email address linked to the account: *********************** Account closure date: June 26, 2025 I appreciate your attention and look forward to any additional documentation I may need to submit.Sincerely,****** ******* ****** ***** **********

  Business Response

  Date: 08/07/2025

  Our records show that our relevant team has provided the complainant with instructions should they wish to dispute our decision. As such, we consider this matter closed.

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23673543
  
  I am rejecting this response because:

  I have never received an email from Luckyland Slots with a clear response on how to appeal. NEVER. I appealed with the company ****** since I investigated on my own how I could defend my consumer rights and I have never received even a tracking number for my case, because what they do is unfair and without argument, and they have no proof of what they are accusing me of using software. I kindly ask that my case be thoroughly reviewed so we can reach a solution, because they did not do this only to me but to thousands of other people, it is not fair.

  I am attaching some of the emails I have sent them trying to establish good communication with them and what they have responded to me. They do not tell me anywhere that I can appeal their decision. Thank you.
  
  Sincerely,
  
  ****** ******* ****** *****

  Business Response

  Date: 08/14/2025

  As previously advised to the customer on 31 July 2025, should they wish to dispute our decision they can follow the instructions outlined in clause 24 of Luckyland Slots' Terms of Service. 

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23673543
  
  I am rejecting this response because:

  I kindly request that my account be reactivated again so that I can obtain my credits for the envelopes sent for so long, since I invested money and time and I simply feel that they closed my account under the pretext of not paying. There are thousands and thousands of people with the same problem of account closure. The truth is that I am not interested in participating anymore with this casino. I just want them to give me the fair credits that correspond to me. I am not asking for anything that is not fair to me.
  
  Sincerely,
  
  ****** ******* ****** *****

• Initial Complaint

  Date:07/25/2025

  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.

  Heres your streamlined version of the BBB complaintrefined to stay under ***** characters without sacrificing the core impact or narrative clarity:Business Name: LuckyLand Sweepstakes (VGW Holdings)Category: Sweepstakes Gaming / Deceptive Practices Nature of Complaint: Selective payout delays targeting users with cancellation history; deceptive use of cancel option on instant methods; retaliatory ban after documentation request Summary:Im reporting a pattern in LuckyLands redemption systemespecially regarding Skrill, which is widely recognized for instant transfers. Despite this, LuckyLand introduced delays (sometimes over 5 hours) while displaying a cancel button, effectively encouraging frustrated users to cancel and re-spend their ******** payout method was truly non-cancelable. Bank redemptions also allowed cancellation, trapping users in a loop designed to exploit behavioral tendencies. I canceled redemptions not out of abuse, but due to delays, lack of alternatives, and no delivery assurance. Users without cancellation history continued receiving instant redemptionssuggesting targeted delay patterns.I submitted a respectful request for documentation regarding this alleged change (to 2448 hours) and asked for confirmation that the policy had officially shifted. No memo or notice was provided. My account was then banned, followed by a message that posed as a wellness check but subtly reframed my inquiries as misconductan attempt to gaslight and shift blame.Prior to filing this complaint, I gave LuckyLand the opportunity to resolve the issue privately. They chose silence and retaliation over transparency.Resolution Requested:- Investigation into whether payout delays are selectively applied based on account history - Refund of canceled redemptions that should have gone through - Review for deceptive practices and behavioral exploitation - Public disclosure of policies surrounding payouts and account termination

  Business Response

  Date: 08/05/2025

  Upon review, we note that the customer has been provided our decision in relation to the matter raised in their complaint on 16 July 2025. As such, we consider this matter closed.

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23656076
  
  I am rejecting this response because: are they kidding me? that is all they wrote, what they gave me was a bunch of bs excuses and gaslighting and they never once provided materials that were asked for to back up that bs gaslighting like if this is so,  give me the email or memo correspondence from your bosses, give me the letter or email notice that was sent out to your players and a long with that there were people posting on online social forums that they were getting instant withdrawals with this way that I said is rigged for people who don't cancel but people known to cancel won't get them to lure them into cancelling which is preying on customers and addictions vs trying to help them or look out for them however in order to cover themselves after they've banned you they send you a message claiming to look out for you and trying to gaslight you into blame of everything being on you why you were banned when the reason for it is because you questioned it and then when they gave you false answer you told them that you would login and see if you couldn't get an instant withdrawal after passing the what you believe is a certain threshold of being down enough that they  will send instant but when above that they stop and delay it being instant trying to get you to cancel and play it out, so no what they're saying is false they said the 16th eh? is that the day they banned me probably no decision was actually given let me get the emails from that day. i will try to keep these in order from their bs emails ignoring stuff I stated when you can see I wrote three pages clearly telling them not to try that and that's what they did purposely and then the next asking for proof again to their lies and then sending a second response to it because they banned me over it with included banned sceeenshot seems is a file limit so ill just go in order but hmm ok I merged them together keep in mind it's been a long time trying to get straight answer over this and you can see how they keep handing me to different people so that's where my frustration comes from
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/14/2025

  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 writing to formally address the recent deactivation of my account, ************************ which I believe occurred due to an error. I can confirm that I have always been the sole user of this account and have not utilized any automated tools or software in violation of your terms of service.I kindly request a comprehensive review of my account's status. I am confident that a thorough investigation will confirm that I have consistently adhered to platforms guidelines and policies with diligence and respect.Luckyland did a mass deactivation and closed thousands of accounts and gave everyone the same generic bogus reason of using hardware or software-assisted methods to aid in the process of our sweepstakes entries. I've been receiving credits for my sweepstakes entries since December of mid-May of ********************************************************************* software-assisted methods to aid or automate aid me in my sweepstakes entries Doesn't make any sense and they accused so many others of doing the same thing. They are fraudulent and need to be investigated

  Business Response

  Date: 07/23/2025

  Our records show that our relevant team has provided the complainant with instructions should they wish to dispute our decision. As such, we consider this matter closed.  

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23597523
  
  I am rejecting this response because:Dear LuckyLand Casino team,
  
  I am contacting you again regarding the suspension of my account, which has already been appealed through a message sent on 07/11/2025 . So far, I have not received an answer or confirmation, so I ask you to please update on the status of my case.
  
  As I mentioned above, I have never used any type of software or external tool to obtain advantages. I have always followed the rules of the platform and I request a fair and objective manual review of my account.
  
  I remain attentive to your prompt response. I appreciate your attention and understanding.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 08/03/2025

  As previously advised, the customer has been provided instructions if they wish to engage in external arbitration. We suggest the customer refer to the ********************** Terms of Service for further information. *********************************************.