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: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.

• Initial Complaint

  Date:04/23/2025

  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.

  As of 4/22/25, Luckyland Slots decided to deactivate my accounts, accusing me of violating the Terms and Conditions where I allegedly "used hardware or software-assisted methods to aid or automate my participation either in part or in full". I reject every bit of this allegation as I have proof of dates and times for each postal request code that I have ever pulled from both websites to write down on each card that I have ever mailed in. This is not an easy task to do, but I did it because it was fun and I enjoyed participating in the sweepstakes. It is suspicious that in the email that they send out, they tell you that they "are unable to provide any additional information surrounding our decision". This gives me the impression that they do not have any proof that I actually did anything wrong and are simply picking people at random to deactivate and not operating in good faith because they do not want to pay people who have sweep coins to redeem (Which I did). I have hand written every single card that was ever submitted. I am requesting that they reactivate my account and process the $1,300 amount in sweep coins. Those are those coins that I played through and won so I should be able to rightfully redeem them.

  Business Response

  Date: 04/30/2025

  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: 05/14/2025

  Luckyland Slots will not provide an explanation as to why they will not credit my recent batch of envelopes they received nor will they redeem my played through coins. Im requesting they review them again and give a direct answer as to why they dont meet the requirements showing specific proof. I believe i am being treated unfairly by not giving me credit for these request when i have followed their rules and preemptively deactivating my account preventing my redemptions from occurring.

• Initial Complaint

  Date:04/18/2025

  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.

  I am filing a complaint against VGW Luckyland Inc regarding the sudden and unexplained closure of my LuckyLand Slots account.On April 10, 2025, I received $665 in Sweeps Coins winnings. As of April 16, 2025, I still had a remaining balance of approximately $589 in my account. However, my account was recently closed without any explanation, and I have been unable to access or withdraw my funds.I have not violated any terms or conditions to my knowledge. I attempted to contact customer support but have not received a satisfactory resolution.Desired Resolution:I respectfully request that my account be reinstated or that my remaining balance of $589 be paid to me via the original withdrawal method.

  Business Response

  Date: 04/27/2025

  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: 05/02/2025

  Dear *********** S,
  Thank you for following up regarding my complaint against Luckyland Slots (Complaint ID: *********.
  
  I respectfully do not accept the businesss response.
  
  While they state that they provided me with instructions to dispute their decision, the process they referenced was vague, inaccessible, and did not offer a real avenue to recover my balance of $589. They closed my account without valid reason and refused to release my funds. 
  
  I am seeking a full refund of my remaining balance of $589, as I earned these funds legitimately under the terms of their sweepstakes platform.
  
  At this time, the matter remains unresolved, and I request further action to help facilitate a fair outcome.
  
  Thank you for your assistance.
  
  Sincerely,
  
  ******* *****
  
  My phone number ************
  
  My address is ***********************************************************************************;
  
  This is how they replied to me a few days ago. Theres no Section 24 of Terms, as they said. 

  Business Response

  Date: 05/13/2025

  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. (*********************************************)

• Initial Complaint

  Date:04/10/2025

  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.

  To Whom It May Concern,My name is **** *****, and I am writing to address an unauthorized transaction that has affected my bank account. Due to health challenges over the past few months, I have been unable to manage my financial matters as I would normally do. However, having recently recovered, I discovered that a significant amount of my fundsspecifically, $1,373.00 intended for my childs first semester of collegehas been withdrawn without my permission.This situation is urgent, as I require access to these funds by the end of the week. I kindly request your prompt attention to process a refund for this transaction. I have already initiated a dispute with my bank, which advised me to reach out to you directly.I would appreciate it if you could contact me at your earliest convenience to discuss this matter. I can be reached via email at ******************* or by phone at **********. Thank you for your attention to this pressing issue.Sincerely, **** ***** now they are saying they can't help me

  Business Response

  Date: 04/20/2025

  The customer has been made aware of the outcome of our investigation into the issues raised in their complaint. If the customer believes their payment medium has been used without authorization, we suggest they contact their financial institution

  Customer Answer

  Date: 04/23/2025

   
  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:03/26/2025

  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 was deactivated and they refuse to give me a reason why. They constantly put my account u see reviews and the reviews would all pass. This last time they reviewed my account and deactivated me. I write sweepstakes envelopes to the company and feel they are banning all sweepstakes players even though by law they are supposed to let us play.

  Business Response

  Date: 04/04/2025

  Upon review we have decided to maintain the decision provided to the customer on 9 February 2025 regarding the status of their accounts.

• Initial Complaint

  Date:03/21/2025

  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 was a customer with this online gaming company for about 6 months. On two separate occasions I have had my account suspended for something that I never did. This most recent one was due to a charge back from my Bank which I never disputed and charge ever and that bank account was recently closed about a month ago. I first email which was received two day ago I was told the charge back was for the 20th of this month. It was the 19th and the 20th was invalid. When I raised the issue with them about it they changed there date of the charge back to sometime in January. I had told them I never made any charge back ever with that bank and there is no way to retrieve any documentation due to that account being closed over a month ago. I lost out on a lot of winnings from this company and the way business has been handled is very disappointing and unnecessary at the least. There was a winning of ***** dollars that was in progress that I was attempting to transfer to my bank account. After the whole mess of suspension I had never received as well as a most recent payment of 200 dollars that was processed last week. I feel that many customers have been ripped off by the people who run this place and anyone who joins this site is putting themselves at serious risk.

  Business Response

  Date: 03/23/2025

  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:02/27/2025

  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.

  5TH REQUEST------Luckyland, I have been waiting over four months for a response to my request for Sweeps envelopes. I know you are sending the tickets to the correct department, but no one ever gets back to me. They just close all requests I have submitted. This is very disheartening to me being a long-time customer. Im missing: 127 envelopes from 8/24/24 and 200 envelopes from 9-30-24. I'm aware I received 2 envelopes in 1/25. I've *** told my envelopes are in queue for about 5 months now. There are customers that have received their sweeps way after the above dates. I have asked to Please, someone actually send this requests to a SUPERVISOR for investigation, but nothing ever happens. They will probably ban me now for contacting BBB.

  Business Response

  Date: 03/06/2025

  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: 03/10/2025

   
  Complaint: 22997199
  
  just I am rejecting this response because: I have not heard from Luckyland regarding my envelope credits. They just send me an auto response as usual. I just want my credit owed.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/25/2025

  We can confirm that the customer was made aware of the outcome of our investigation on 18 March 2025. We suggest the customer review section 3.3 of ********************** Slot's Sweeps Rules if they have any further questions. (***********************************************)

• Initial Complaint

  Date:02/26/2025

  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.

  I am filing a formal complaint against Luckyland Slots regarding the unjustified deactivation of my account. My account was recently deactivated stating I used software or hardware assisted methods to automate my participation, despite my adherence to all terms and conditions set forth by the platform. Luckyland Slots has not provided sufficient justification for this action, nor have they responded appropriately to my requests for clarification and reinstatement. I have followed all rules and have not engaged in any fraudulent or prohibited activities. This deactivation has resulted in the loss of access to my account and any associated funds or winnings, which I believe is unfair and unwarranted. I have spent many hours and money including cards, envelopes, stamps etc as part of their AMOE (Alternate Method Of Entry) that will be lost. I request that Luckyland Slots review my case, provide a clear explanation for the account deactivation, and reinstate my account since there is no legitimate violation to be found. Additionally, I seek the return of any balance that was in my account and credit for the AMOE's that were in process at the time of deactivation.I appreciate the BBB's assistance in resolving this issue and ensuring that ************* operates fairly and transparently with its customers.Thank you

  Business Response

  Date: 03/06/2025

  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: 03/06/2025

   
  Complaint: 22993432
  
  I am rejecting this response because:
  This matter is far from closed. I was referred to use ****** Consulta. I in fact reached out to them and I was told directly from them that they could not be of any assistance in this matter. I've attached a screenshot of that correspondence. I was originally told that I was being deactivated for "automation" with the Sweeps Process. I have sent to your customer service a video detailing my process showing that there is NO violation of your Terms. I have not gotten a response. I also requested to get in touch with a supervisor or someone who is even able to make the decision to re-activate and have gotten no response. A Canned email is not considered customer service. 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/20/2025

  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. *********************************************.

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 22993432
  
  I am rejecting this response because:

  You keep referring to seeking external arbitration per the Terms; however, said terms clearly state that arbitration should be deemed AFTER youve made an attempt to rectify the situation which you have NOT done yet. Youve automatically sent me to arbitration which means spending $2000+. You are failing to meet your own Terms. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/19/2025

  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.

  In the final week of November, I initiated the process of updating my driver's license to reflect my married name through the account verification feature on the Luckyland website. During this procedure, I communicated via email to confirm that my pending envelope request would not be denied due to the name change. A customer service representative named ***** assured me that this would not pose any issues and that all entries submitted prior to the name change would be accepted, provided I adhered to the sweep rules, which I have done. Nevertheless, I have yet to receive credit for all entries that were rejected solely because of the name change. I would like these entries to be credited to my Luckyland account. I have experienced numerous rejectionsindeed, several batchesand I have been informed that the issue is under investigation. However, despite my compliance with all sweep rules, I have not received credit for the rejected entries. I will include the email correspondence below, which indicated that the name change would not result in any complications; however, it has. I respectfully request that my entries be credited to my account as they should have been originally. Thank you for your attention to this matter.

  Customer Answer

  Date: 02/27/2025

  Chumba gave me my credits, but as I mentioned in my complaint, their sister site Luckyland still hasnt credited me because of the name change. Im still trying to get back the credits Im owed from when the name change happened, but they haven't credited me yet. They fixed things with Chumba, but with Luckyland, Im still missing all those credits. They say they're investigating, but I haven't received anything. I would like to be credited, so please keep my case open. Thank you.
  ****** ****** ******

  Business Response

  Date: 02/27/2025

  We can confirm that all outstanding LuckyLand Slots postal requests have been processed, and the relevant SC has been provisioned to the customer's account.

  Customer Answer

  Date: 03/04/2025

  
  
  Please close my complaint, I'm hoping they credited all of the request, I guess we'll see thank you

• Initial Complaint

  Date:02/19/2025

  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.

  Write envelopes like law said for sweep coins they deactivated me and spent a lot of money

  Business Response

  Date: 02/27/2025

  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.