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:11/16/2023

  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 had an account with this business which operates as a sweepstakes, no purchase necessary, Social Casino. I have spent Thousands of dollars towards this business purchasing coin packages to play in their sweepstakes. For no apparent or made known reason, my account has been shut down, and all entries sent in to them under the guidelines to ensure they have a legal operation that doesnt go against online gambling laws have been denied, again for no made known reason. After looking into this it appears to be a widespread issue affecting dozens of customers who are all left empty handed and shut down seemingly because this business does not want to pay out and only wants to keep all of our money. With no guidance to correct whatever flaw they believe they think they see it is impossible to continue. They state to contact customer support but no return communication is made. This business essentially takes your money and runs.

  Business Response

  Date: 11/22/2023

  The customer has been contacted regarding the results of our investigation and the status of their account. 

• Initial Complaint

  Date:11/16/2023

  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 trying to verify my bank details on Luckylands website but it has been pending for over 2 months now. I cant do anything until they either accept or reject my bank information. I have emailed luckyland support several times and they wont respond to my emails.

  Business Response

  Date: 11/24/2023

  We have investigated the concern raised in the customer's complaint and note that the relevant team will be in contact with the customer regarding the outcome of their complaint

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20835690
  
  I am rejecting this response because: It has been almost a week and nobody has contacted me and my bank information is still pending for 3 months. I had a friend who submitted his bank information the other day and he got verified within one hour. So please explain why it is so hard for Luckyland to accept or reject my bank information. 

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

  Business Response

  Date: 12/12/2023

  We can confirm the customer's account has now been successfully verified and the customer can now request redemptions at their leisure.

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20835690
  
  I am rejecting this response because:
  My account has been verified but the sweepstakes entries I have submitted in the 3 months I had to wait for verification have not been credited to my account. All sweeps entries are compliant with terms of service and sweeps rules. Please credit these sweepstakes entries immediately and I will withdraw this complaint and consider the issue resolved. 
  Sincerely,
  
  *********************

  Business Response

  Date: 12/21/2023

  We are currently investigating the additional information provided by the customer and will let them know of the outcome of our investigation.
  

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20835690
  
  I am rejecting this response because: it has been weeks and I still have not received the credit that is past due on my account. Please credit outstanding sweeps entries immediately. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/16/2024

  We are currently liaising with the relevant team around the customers pending envelope requests and will provide the customer with an update shortly.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 20835690
  
  I am rejecting this response because: I have complied with ********* rules however my account was deactivated and Luckyland wont tell me why. I have hired a lawyer and will proceed with litigation if necessary. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/30/2024

  We have investigated the issue raised in the customer's complaint and note that we have contacted the customer regarding our decision.

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 20835690
  
  I am rejecting this response because:

  Luckyland has still not given me a specific reason for my account being closed. They have mass banned people under this 3.3 violation but will not say specifically what anyone did wrong. I intend to file a lawsuit against VGW. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/16/2023

  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 won money and they don't want to pay me!!

  Business Response

  Date: 11/14/2023

  We were unable to locate a Lucky Land Slots account using the email provided. We encourage our customers to reach out via their registered email address to our Customer Support team for any assistance relating to their account.

  Business Response

  Date: 11/26/2023

  We were unable to locate a LuckyLand's account using the email provided. We encourage our customers to reach out via their registered email address to our Customer Support team for any assistance.

• Initial Complaint

  Date:11/16/2023

  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.

  Deposited ***** then another **** and won $3,756 and put in my info for a withdrawal and they have still not fully verified my information. I have emailed them and tried to send all accurate information requesting my verification and still have been left with no answer for why I couldn't cash out. Now I am broke for the month and they have all my money.

  Business Response

  Date: 11/13/2023

  We are still in the process of reviewing the issue raised in the customer's complaint. We appreciate the customer's patience during this period and will contact the customer with an update shortly.

  Business Response

  Date: 11/26/2023

  We are currently reviewing the customer's complaint and will respond to the customer upon the completion of our investigation.

• Initial Complaint

  Date:11/16/2023

  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.

  Account was closed with funds in it, company refuses to give explanation or respond.I received a notice stating that my activities were noncompliant with section 3.3 of the Sweeps Rules. The notice reads as follows: We have reviewed your Chumba Casino account activities. The review indicates that you are non-compliant with the requirements of section 3.3 of the Sweeps Rules.In accordance with the Sweeps Rules, non-compliant requests will be voided and Sweeps Coins will not be credited in respect of those requests.We reserve the right to take additional action, including but not limited to the permanent deactivation of your Chumba Casino account, without further notice, for any non-compliance with the Sweeps Rules and/or Terms and Conditions.Please ensure that your participation in Chumba Casino's sweepstakes promotion complies with our Terms and Conditions and Sweeps Rules, I immediately followed up with the support team questioning what this was in regards to and asking for more information, as I have not intentionally broken any of the Sweeps Rules. I received a notice saying my help request was received but never received any follow up. Today I was notified that my account had been closed due to these violations. I've included this notice as well at the end of the email. "We are writing regarding your Chumba Casino account.Our records indicate that:When generating a postal request code, you were issued a warning notice that your activity was non-compliant with the requirements outlined within section 3.3 of our Sweeps Rules. You acknowledged the warning notice, and following your acknowledgment, you continued to act in contravention of our Sweeps Rules. As a result of the information outlined in above, and as we are *********** do under our terms to which you have agreed at the time of account registration, we have decided to:Permanently deactivate your account(s) on our platform(s)...

  Business Response

  Date: 11/26/2023

  We are still in the process of reviewing the issue raised in the customer's complaint. We appreciate the customer's patience during this period and will contact the customer with an update shortly.

  Customer Answer

  Date: 11/26/2023

   
  Complaint: 20813741
  
  I am rejecting this response because:
  There was no solution or response.
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/13/2023

  We are still in the process of actioning the results of our investigation and will make the customer aware of the outcome upon its completion. We thank the customer for their patience during this time.

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20813741
  
  I am rejecting this response because:
  There has still not been a response or explanation.
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/20/2023

  We have thoroughly examined the concerns presented in the customer's complaint and have informed them of the outcome of our investigation.

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20813741
  
  I am rejecting this response because:
  I have now been messaging back and forth for over two months and the company has still refused to directly answer my question and give me an adequate explanation. 
  In all correspondences with the business, they claim that I acted in contravention of their rules. I have explained to them many times that I am unaware of which actions of mine were in contravention with the rules and asked them to elaborate, which they refuse to do. In my attached correspondence they simply refer to my alleged behavior by vaguely saying your action and your behavior. I am still unaware of what I did wrong and skeptical of my own wrongdoing.
  
  
  Because of the business vague, indirect and evasive language, I am rejecting their response. As a customer I deserve an adequate explanation.
  
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/16/2023

  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 submitted thousands of postal requests for free sweeps dating back as far as may. I have emailed them multiple times and they just respond with the same thing. I have attached multiple emails dating back from July. My postal requests follow all their sweeps rules so I should have been credited them, as this is what makes them legal to operate. Also the last email I sent, to concerns@luckylandslots they have to respond within 10 days. Its been 19. It says that in their own terms of service section 19, that they are now breaking. I have attached multiple emails showing the months of communications and no solution has happened nor have I been credited my postal requests. Id like to get this resolved promptly.

  Business Response

  Date: 11/09/2023

  LuckyLand Slots has legal obligations and is required to follow standard 'Know Your Client' protocols, as well as undertaking measures with respect to anti-money laundering and identity fraud. These measures include requiring valid forms of identity and proof of address from its customers prior to releasing any redeemed prizes. Customers are required to complete this process prior to the processing of any postal requests.

  Business Response

  Date: 11/26/2023

  We have reviewed the customer's complaint and have communicated the outcome of our investigation to the customer.

  Customer Answer

  Date: 12/08/2023

  This complaint is not resolved. The company emailed me and I emailed them back but they have not responded yet. Please keep this complaint open 

  Business Response

  Date: 12/21/2023

  We are currently actioning the results of our investigation and will make the customer aware of the outcome upon its completion.

• Initial Complaint

  Date:11/16/2023

  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.

   
  Complaint: 20798250
  
  I am rejecting this response because it/they did not address any of the issues that I raised in my complaint.  Luckyland, VGW, Chumba & likely all of their other related companies are complete scams.  Their "products and services" are completely worthless.  Their so-called "sweepstakes" games are completely rigged.  There simply is no chance of winning anything of value.  It appears that their greed & dishonesty is limitless.  I recently found out that a class-action suit had been filed in ******** alleging that VGW's Luckyland and Chumba violated ********** gambling laws.  VGW agreed to pay $11.75M to settle the case than face a determination.  If their busines is in fact illegal gambling and not a legal "sweepstakes", then all of their advertising is deceptive and misleading.  Why does the ** and in my case *********, allow them to continue to operate and steal from its citizens?  Again, I would simply like a refund.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/07/2023

  We have investigated the issues raised in the customer's complaint and will be maintaining our decision as communicated to the customer on 10th October 2023.

  Business Response

  Date: 11/14/2023

  As previously advised, our decision communicated on 10th October 2023 stands. 

  Customer Answer

  Date: 11/16/2023

  Luckyland, VGW, Chumba & likely all of their other related companies are complete scams. They suggest that you have the potential of winning a "Sweepstakes" through the purchase of their Gold Coins (no value at all) & Sweeps Coins (the ones that supposedly offer you the option to convert them to gift cards or even cash). Unfortunately for me, as I am obviously foolish & completely gullible, over the period of about 6 weeks, I purchased over $30,000 of their worthless "services/products" & only received approx. $900 in "sweeps" prizes. I understand that there are no guarantees, but their games are so stacked against the players, there simply is no chance to win anything. I don't have to guess or hear from others whether Luckyland is legitmate, fair, ethical, honest, etc., as I have first hand knowledge that they are not. Their greed & dishonesty are completely obvious to anyone who actually looks at them. There is a reason that VGW, Luckyland reported over $389M of net profit last year. This didn't happen by employing fair & honest business practices, but instead deceptive advertising & straight up stealing. They happily take millions of dollars from people that cannot that afford it. Their CEO, *********************************** did not become a billioniare in 10 years through selling medical supplies, medicines, groceries, home products, etc., something of real value & benefit that can add value to our lives. No, he has been selling the possibility of something that is unobtainable. But "games" just pull you in. In my case, I spent $200, that I actually could not afford to begin, receive nothing in return, then purchase another $200 in an attempt to get the first $200 back. This continues until in my case, I have lost $30,000 (yes, stupid, gullible, lonely, isolated, etc., I fell victim to their fraudulent and misleading advertising). I am 63 years old, am on disability & am a compulsive gambler. They take little to protect people like me. I would simply like a refund.

  Business Response

  Date: 11/26/2023

  As no further information relevant to the complaint has been provided, our decision as communicated to the customer on the 10th October 2023 will be maintained. 

  Business Response

  Date: 12/07/2023

  As previously advised, our decision as communicated on 10th October 2023 stands. 

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20798250
  
  I am rejecting this response because they did not address any of my concerns.  They know that everything I said was true.  In my opinion, their business operations are unethical and likely illegal (based upon a number of state rulings).  They paid out $11.75M in a class action suit in ******** and no longer do business there.  They are shutting down their operations in Michigan after another "Sweepstakes casino" business, Golden Heart Games, was shutdown as it was deemed to be illegal gambling.  In addition, they do not do business in ********** and *****.  I really cannot understand why the ** allows VGW, Luckyland, Chumba, etc., to take advantage of its citizens.  They are based in ********* and it appears that they collect hundreds of millions of dollars from US citizens, but do not pay any federal or state income taxes.  Unbelievable.
  
  Sincerely,
  
  ***********************