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:07/07/2025

  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'm filling a formal complaint against Luckyland Slots an online sweepstakes entry program.I have been an active sweepstakes participant for more than 5 years and I always keep myself update with the compliance and regulations as they change.I received an email on June 12 2025 that 392 mail in request were deemed invalid due to illegible handwriting,also they mention that have others 492 postmarked April 17, 22 and29 that they were working for the next batch for credit.I never received the credit for **** 492 either.I tried to communicate with them by email to clarify the situation about both credit with a total of 884 envelopes.I follow all the rules,compliance and regulations.I wrote the envelopes the same way as I did the past years and always check my request card before I send ***** handwritting is legible since the day one when I stared writting to Luckyland.Submitting the mail in request entries has incurred a major impact on my life and financial major impact on supplies like envelopes,notes and postage.The total spent has been very expensive and also the time consuming to write almost 884 cards and envelopes. Lucklyland has been very unprofessional to reject and not credit all my entries without no respond to emails.The reason of this complaint is to have a solution of my case and to receive the sweeps coins from the sweepstakes entriesthat are owned to me of the amount of 884 envelopes for the amount of $4,****** is very important to receive these credits to ensure a fair consumer act treatment and disable person act and to compensate for my time and financial investment to participate in sweepstakes ********** a good faith I have attempted to communicate with them to resolve this situation.The resolution of this case is important to keep myself on my daily activity and to dont escalate this case to Malta corporate headquaters,*** and Malta gaming board to open an investigation for unethical business representation.Thank you for your consideration.

  Business Response

  Date: 07/23/2025

  A member of the relevant team has been in contact with the customer regarding the outcome of our investigation.

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23563321
  
  I am rejecting this response because:
  Ill wait for more response regarding the others SC pending to be accredited on my account. 
  
  Sincerely,
  
  ***** ****** Mena *********

  Customer Answer

  Date: 08/02/2025

  The complaint has been resolved. I received the credit on my account.

  Than you for your assistance in this matter.  

• Initial Complaint

  Date:07/02/2025

  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 had been receiving my payments regularly since I began participating in LuckyLands AMOE (mail-in entry) process. However, my last successful payment was on May 13, 2025. After that, two more payments were supposedly issued, but I never received either of ******* the time, LuckyLand had already confirmed and tracked my mailed entries, yet no further payments were made. Eventually, they closed my account, stating that they were withdrawing from the state of *********Despite sending them multiple messages asking whether I would still be paid for my valid entries, their only response was that they were unable to process them and they apologized for the inconvenience. This response is not acceptable, as the entries were submitted properly and on time, and they had already been accounted for in their system.I kindly ask for your assistance in helping me resolve this issue and ensure that LuckyLand honors the payments owed to ***** email associated with LuckyLand is: ************************* Thank you for your help.

  Business Response

  Date: 07/10/2025

  We are currently investigating the issues raised in the customer's complaint and will make the customer aware of the outcome of our investigation upon its completion.
  
  

  Customer Answer

  Date: 07/11/2025

  Thank you for your follow-up regarding my complaint with ID ********.

  
  

  I have reviewed the response provided by LuckyLand Slots, and I find it unacceptable. The company claims that my account was permanently closed due to alleged use of automation, which I completely deny, as I have never violated their terms and conditions. Furthermore, my previous requests were approved without issue, and I was never given any prior warning.

  
  

  The decision made by the company is ****** and offers no opportunity for appeal or review of my case. Therefore, I respectfully request that the BBB continue the follow-up process, as I believe I deserve a fair response and an impartial review as a consumer.

  
  

  Thank you very much for your support, and I remain attentive to any additional information.

  
  

  Sincerely,

  ******** *****

  Customer Answer

  Date: 07/11/2025

  I have reviewed the response provided by LuckyLand Slots, and I find it unacceptable. The company claims that my account was permanently closed due to alleged use of automation, which I completely deny, as I have never violated their terms and conditions. Furthermore, my previous requests were approved without issue, and I was never given any prior warning.

  
  

  The decision made by the company is ****** and offers no opportunity for appeal or review of my case. Therefore, I respectfully request that the BBB continue the follow-up process, as I believe I deserve a fair response and an impartial review as a consumer.

  
  

  Thank you very much for your support, and I remain attentive to any additional information.

  
  

  Sincerely,

  ******** *****

  Customer Answer

  Date: 07/11/2025

  Hello,

  
  

  I am following up regarding the complaint I filed against ***********************. Unfortunately, the company has not followed through with the resolution they agreed to.
  
  On June 3, 2025, I received a notice on my door stating that I was not in compliance with my rental agreement due to a balance of $44an amount they had previously agreed to waive. I immediately contacted management and forwarded them the communication between CTL and BBB confirming that they had agreed that the charges would be waived. However, I have yet to receive a response.
  
  Thank you for your continued assistance in this matter.
  
  Sincerely,
  ******* ****

  Customer Answer

  Date: 07/11/2025

  I acknowledge that the business has responded to my complaint. However, I am not satisfied with their response and the issue remains unresolved.

  LuckyLand Slots informed me that my account has been permanently closed due to alleged use of automation. This is not true. I have never used any kind of automation. My mailed entries were previously reviewed and approved without any issues. Now they claim I violated their Terms and Conditions and say they can no longer assist me.

  I believe this decision is unfair and inconsistent, as my entries were accepted before without a problem. I respectfully request a proper explanation, a full review of my account activity, and payment of the winnings that I have still not received.

  Therefore, I do not consider the matter resolved.

  Business Response

  Date: 07/14/2025

  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: 07/18/2025

  I do not accept the response from Luckyland Slots. They claim that my account was permanently closed due to automation, but this is not true. I was previously approved through their verification process, and everything was fine until they suddenly decided to close my account. They had already verified my documents and there were no issues. I believe their decision is unfair and I request a deeper investigation and a reconsideration of their actions.

   

  Thank you.

  Customer Answer

  Date: 07/22/2025

  I do not accept the response provided by the company Luckyland Slots. They have permanently closed my account alleging the use of automation, which I strongly deny. Previously, my documents were verified and my withdrawals were approved without any issues. I have not violated their terms or conditions, and I find it unfair that they changed their stance without providing a clear explanation or evidence.

  
  

  I respectfully request that the case be reopened and that this matter be properly investigated, as it directly affects me and I believe my rights as a consumer have been violated.

  Customer Answer

  Date: 07/29/2025

   Dear *********** *.,
  
  Thank you for your message regarding my complaint against LuckyLand Slots (Complaint ID #*********.
  
  I appreciate the BBBs efforts to facilitate communication between both parties. However, I would like to respectfully request that my case be reopened, as I believe the company did not fully address the issues raised in my original complaint.
  
  Specifically, LuckyLand Slots closed my account alleging the use of automation, even though they had previously approved my card submissions and confirmed that everything was in order. I was never given a prior warning or the opportunity to correct anything. Additionally, I was not paid for the cards that had already been reviewed and accepted. I find this action to be unfair and lacking transparency.
  
  For these reasons, I kindly ask the BBB to reopen my case and allow me to provide any further clarification or supporting evidence if needed.
  
  Thank you again for your time and attention.
  

  
  

  Business Response

  Date: 07/29/2025

  As previously mentioned, should the customer wish to initiate an alternate dispute resolution regarding our decision, they may request an external examination of the handling of their complaint by engaging our service provider in ******. Alternatively, they may initiate arbitration by following the process outlined in section 24.4 of Chumba Casino's Terms & Conditions. (*************************************************************)

• Initial Complaint

  Date:06/30/2025

  Type:Order 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 win ***** on luckland onlinecslots and cashed out but they never paid it and took it off there siite.. if they can take people's money then they should pay what people win just as fast!

  Business Response

  Date: 07/09/2025

  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:06/26/2025

  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 account with ********************** was closed without a clear explanation. After several months of playing and complying with all the rules, I suddenly received an email stating that after a review, my account was permanently disabled.I was not given any detailed reason or opportunity to dispute the decision. I have always acted transparently and in good faith, especially when submitting requests for Sweeps Coins redemptions. I never violated their terms and conditions, and they refused to provide further clarification or allow access to my account or any remaining balance.I request a formal explanation from the company and that they credit the Sweeps Coins redemptions I submitted, as I have followed all procedures transparently throughout this time.This feels like an unfair and arbitrary action against a customer who has complied with all requirements.

  Business Response

  Date: 07/01/2025

  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.

• Initial Complaint

  Date:06/20/2025

  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.

  This company is irresponsible, negligent, and evasive. In 2023, I informed LuckyLand that my 10-year-old son had gained access to my account through my ******** login and made unauthorized purchases using my linked payment method. I told them clearly to shut the account down.They did ********** fact, I later discovered LuckyLand reconnected to my ******** in 2024, without my permission or even a basic verification check. They allowed my child to keep gambling on their platform, and charges continued to hit my account well into ********* worse, I found a 2022 email from LuckyLand stating that my account would be permanently deactivated if it had another chargeback. That happened. TWICE 2023 and 2025. They still left it open. They claim it was accessed from another linked email but I have proof of the reconnection to my ******** in 2024 from ****. It was also linked to a skrill account through my ******** email. It was all still open up 6/6/25 They have now tried to shift the blame onto me, saying I didnt secure my card when the real problem was that they:Ignored a direct report of a minor gambling Failed to follow their own deactivation policy Left my account linked and vulnerable through ******** Never confirmed identity or put up parental safeguards This is unacceptable from any company especially one that simulates gambling and allows real-money purchases that children can access without control.Ive already filed complaints with the ***, my bank, and now here. LuckyLand should be held accountable for:1.Knowingly allowing a child to access their platform 2.Failing to act after repeated warnings 3.Putting blame on the parent instead of fixing their broken system 4.Letting unauthorized charges continue for nearly two years I want a full refund, a public acknowledgment of fault, and for no one else to go through this. This company should not be allowed to operate this carelessly, especially when it comes to minors and money.

  Business Response

  Date: 07/07/2025

  We are still investigating the issues raised in the customer's complaint and will contact the customer with the outcome of our investigation upon its completion. 

• Initial Complaint

  Date:06/20/2025

  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.

  Between Spring 2024 and May 2025, I submitted over ***** AMOE (Alternative Method of Entry) sweepstakes entries to LuckyLand Slots, each formatted per their published rules. Each envelope was handwritten, labeled Sweepstakes Entries, and included a 4"x6" card with a Postal Request Code, my full name, registered email and address, and the full required declaration:I wish to receive Sweeps Coins to participate in the sweepstakes promotions offered by Luckyland Slots. By submitting this request, I hereby declare that I have read, understood and agree to be bound by Luckyland Slots Terms of Service and Sweeps ******** May 2025, I was informed that 294 of these entries were rejected due to incorrect envelope labeling (Sweepstake Entries instead of Sweepstakes Entries). However, on June 4, 2025, LuckyLand sent me a scanned image of the envelope, which clearly displays the correct, plural phrase disproving their own rationale.I was also notified that an additional *************************************************************** pencil. The writing was fully legible and previously accepted in earlier submissions. Nowhere do LuckyLands rules prohibit pencil only that the entries be handwritten and ********** of June 6, 2025, 368 additional entries remain pending with no update despite having been mailed over a year ago. My detailed, polite follow-up email remains ************* total, ***** entries were improperly rejected. At 5 Sweeps Coins per entry, this equates to $5,255. I am requesting either credit of those SC or reprocessing of the entries. I remain open to compromise and resolution in good faith. I respectfully ask for a fair review and response based on the rules and evidence.

  Business Response

  Date: 06/29/2025

  We are currently investigating the issues raised in the customer's complaint and will make the customer aware of the outcome of our investigation upon its completion.

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23495042
  
  I am rejecting this response because:
  

  Thank you for forwarding LuckyLands response. While I appreciate that they are investigating, I must respectfully reject this as a resolution to my complaint. The response does not address the specific concerns I raised or the documentation I provided.

   

  To restate the issue: I submitted over ***** AMOE entries between Spring 2024 and May 2025, all carefully formatted to meet LuckyLands published sweepstakes rules. I was later notified that 294 of these entries were rejected for phrasing issues and 757 more for legibility despite LuckyLands own June 4 email screenshots showing clearly handwritten and compliant submissions.

   

  Additionally, 368 envelopes that were previously acknowledged as being in review or queue remain unresolved with no update.

   

  I have acted in good faith throughout this process and have provided ample documentation, including LuckyLands own images which contradict their rejection justifications. I continue to believe that these entries were improperly denied and hope LuckyLand will re-review them fairly and transparently.

   

  I look forward to a more complete response from LuckyLand and a resolution that honors the sweepstakes terms as published.
  

  Sincerely,
  
  ******* ****** Ii

  Business Response

  Date: 07/17/2025

  Upon review, we can confirm that the postal requests in question did not satisfy the requirements set out in Luckyland Slots's Sweeps Rules as stated on 8 July 2025. We encourage the customer to read the Sweeps Rules carefully, *********************************************** ensuring that their future requests comply with all the requirements.

  Customer Answer

  Date: 07/20/2025

  Complaint ID: ********
  

  I do not accept the latest response from LuckyLand. They now claim my entries failed to meet the Sweeps Rules as stated on July 8, 2025. However, my sweepstakes entries were submitted between 2024 and May 2025 long before that date.
  More importantly, the July 8 version of the rules contains no changes that would justify retroactive disqualification. There is still no requirement to use ink, and the rules continue to require only that the envelope contain the phrase Sweepstakes Entries and the card include the handwritten declaration both of which were present.
  In fact, LuckyLands own June 4 screenshots clearly show the phrase Sweepstakes Entries was correctly written, and the entries were legible. This directly contradicts the stated rejection reasons.
  

  I have spent over 10 months trying to resolve this matter in good faith. Ive emailed support, filed a formal dispute letter, and provided clear documentation. The company has shifted explanations and rejected compliant entries with no valid reason. I have now filed a formal arbitration demand (JAMS Case #**********) and hope LuckyLand will reconsider its position and resolve this fairly.
  

  Thank you for allowing me to clarify.

• Initial Complaint

  Date:06/02/2025

  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.

  Hello, luckland slots had fraudulently kept my money from winnings that I received. I explained to them that I accidentally logged in through my email beebattlework and mean to log in through my ******** account to keep the account separate from work. When I realized this mistake I deactivated the account under *********************** because they have no option listed to close the account. I selected the option deactivate Idefinite. On my accurate account I won $75.00 they have now tricked me into deactivating the wrong account and they also deactivated my right account where I had my pending redemption of $75.00! Their log in process and website is very misleading. I made purchases on my actual account and won that money. I like to either be refunded all purchases or I would like for my redemption to be processed or i will take this to small claims court.

  Business Response

  Date: 06/12/2025

  A member of the relevant team will contact the customer with the results of our investigation.
  

• Initial Complaint

  Date:05/19/2025

  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.

  okay so I was playing on the slot website called luckyland slots and I had been a customer of them for some time during this time i had spent well over anywhere from 5,000-10,000 usd well I hit on a slot for 8000 dollars and I was doing the redemption process trying to collect my winnings then oitnof no where I get a email saying my account was deactivated and I would not be receiving my prize.their reasoning for doing this was allegedly having multiple accounts I then explained to them I had no idea of multiple accounts in my name that it had to be a mistake or my ex girlfriend who had used my social security number to sign up for other things in the past but inassure them it wasn't me they then said I could choose one of the accounts to be kept open but the others were to be deactivated I told them I only have one account and that's the one I want and I'm trying to redeem. my prize they then stated this wasn't happening and quit allowing me to message their support team so I'm asking for my 8000 dollars or the 5000,to10,000 I spent on their website because if my money is good enough to spend and them not mention multiple accounts while i am spending money then how is it fair to not pay me when I win with alleged multiple accounts that is fraud at its finest we will accept your money but if and when you win we will deactivate your account this is unjustly and needs to be handled for probably many others just like me.thank you and God bless

  Business Response

  Date: 06/05/2025

  Our decision as communicated to the complainant on 12 April 2023 remains unchanged. As such we consider this matter closed

• Initial Complaint

  Date:05/05/2025

  Type:Order 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 missing ***** mail in sweeps post **** dated 9/3-12/22. that is over 8 months ago. please advise where my mail in sweeps are.

  Business Response

  Date: 05/15/2025

  Our records indicate that the postal requests in question have been processed to the customers account. Should the customer require more information we encourage them to reach out to our **************** team.
  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23286591
  
  I am rejecting this response because:

   

  there are still over ***** pending mail in sweeps missing 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/29/2025

  We are currently investigating the issues raised in the customer's complaint and will make the customer aware of the outcome of our investigation upon its completion.
  
  

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23286591
  
  I am rejecting this response because:

  there was no resolution 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/18/2025

  We have investigated the issue raised in the customer's complaint and can confirm that all valid postal entries from the period in question, have been provisioned to the customer's account.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23286591
  
  I am rejecting this response because:

   

  THIS IS WRONG I AM STILL WAITING ON 4600 mail in sweeps dating back from September 2024, totaling over $20,000. ADDRESS THIS OR THERE WILL BE AN ISSUE
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/01/2025

  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.

  I redemed a total of $150 on April 5th. We have been going back and forth now for over 25 days lettting them know I have not receive payment. At one point, they told me to wait until the end of this month. In between this time, they also asked me for a bank statement, which I was not too comfortable doing but did and marked off most of the transactions and they should not have to see this to being with. The last email stated, they want the entire bank statement for April. This is totally absurd, I no longer trust them or their site. I know paymen was not recevied but they keep saying it was sent to my bank. I just want my $150 I won fair and square.

  Business Response

  Date: 05/09/2025

  We are currently investigating the issues raised in the customer's complaint and will make the customer aware of the outcome of our investigation upon its completion.