Business Profile
Online Gaming
Luckyland SlotsThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 231 total complaints in the last 3 years.
- 50 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/18/2025
Type:Product IssuesStatus: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.
Roughly 3 weeks ago I was playing online slot through lucky land. I had won a significant amount of money and try to redeem it. I gave them all my proper identification, all my valid banking information. I have given lucky land all the information that they told me that I needed to cash out my redemption. They say it takes roughly 2 weeks for your first redemption to hit your bank account. I have waited the two weeks and still nothing. I have reached out several times via email and had heard nothing back. After my winning, I still played on this gaming platform until recently they have blocked my account. I have spent thousands of dollars on this online company and want my money that is rightfully mine. I have numerous friends who have won a significant amount of money on lucky land and we're paid out, why have I not been? I really believe having the BBB back me would push them to paying me and getting this resolved.Business Response
Date: 02/25/2025
An investigation was undertaken into the customer's account and we are unable to identify the concerns raised within their complaint. We request the customer please provide further information for us to be able to further investigate.Initial Complaint
Date:01/30/2025
Type:Product IssuesStatus: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 12/18/24 my account with ********************** was Deactivated/Blocked, with a generic email stating that I violated T&C by using "software-assisted" methods, which is absolutely false. I requested a second level review from their support, which was denied. I then filed with their dispute resolution provider, with no response to my initial request and subsequent follow-ups... I have used this site for over 3 years without problem. Their accusations are irrational, fraudulent, and incorrect. I both purchase and submit postal code requests in accordence with their TOS and Sweeps Rules. I sent in Postal requests every week in Jan-Mar 2024 and July-Aug 2024, submitting either 25 or 50 requests per week without issue, and all were fulfilled.. I began sending Postal requests again in Nov-Dec 2024, but submitting either 100 or 150 requests a week. Just as the timeframe to process (about 12 weeks), instead of receiving the Sweepstakes Coins in accordance with their rules, I was blocked and deactivated from the site! Luckyland can only operate in the ************* based on their provided Sweeps Coins through postal requests, as a secondary option to purchasing Gold Coins. I followed all of their rules,I spent well over $1000 in supplies (Stamps, envelopes,index cards, pens), and spend countless hours filling out said documents, submitting all within the Rules set by Luckyland. I work from home, so I have access to my work and personal computer all day. I collect postal codes throughout the day, and ONLY request the number for which I know I will mail for the week. And because of this, I was deactivated illegally... If Luckyland cannot fulfill all the Postal Code requests they receive, deactivating an account in efforts to not provide such Sweeps Coins is illegal and maybe they should not operate within the ** any longer. Or maybe they shouldn't deactivate an account without reason. I just want my account active and my Sweeps Coins provided.Business Response
Date: 02/07/2025
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.Initial Complaint
Date:01/23/2025
Type:Order IssuesStatus: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.
Illegal RTP there are laws to slot. Machines in this company does not follow them. Illegal *** every single time I play every single day illegal RTP.Business Response
Date: 01/31/2025
Our games are governed by a Random Number Generator (RNG). The *** ensures that number sequences are unpredictable, non-repeatable, and uniformly distributed. All results are determined by the **** over which we have no control, ensuring fair play for all participants. We would like to remind all players that LuckyLand Slots is a social gaming platform where no purchase is ever necessary to participate in our games. As outlined in LuckyLand Slots Responsible Social Gameplay Policy, players should participate in LuckyLand Slots games for the sole purpose of fun and entertainment.Initial Complaint
Date:01/19/2025
Type:Product IssuesStatus: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.
The reason I file this complaint is to see a fair resolution of my case. I participate in the mail in request sweeptakes coins for years. I sent mail in request on:September 30 - 101 envelopes October 1 - 130 envelopes October 3 - 130 envelopes I have not receive the credits for 361 mail in request since I changed my new address when my account was approved with my new addres before I sent the envelopes. I have been trying to communicate with Luckyland Casino about the status of the credit for more than a month and they dont respond to any of my request. I also have another 535 mail in request between November 23 and December 31, 2024.Business Response
Date: 02/06/2025
We are currently investigating the issues raised in the customer's complaint. A member of our relevant team will contact the customer with the outcome of our investigation upon it's completion.Customer Answer
Date: 02/06/2025
Complaint: 22832674
I am rejecting this response because: I have not receive any communication with information about the issue that Im concern. I would like receive the credit asap, its been almost 5 months.
Sincerely,
***** ****** Mena *********Business Response
Date: 02/21/2025
We are currently actioning the results of our investigation and will make the customer aware of the outcome upon its completion.Customer Answer
Date: 02/21/2025
Complaint: 22832674
I am rejecting this response because: I have been waiting patiently to be accredited on my account for too long and I heard the same thing over and over again. I need to see the credit on my account immediately to be able to close this case and move on.
Sincerely,
***** ****** Mena *********Business Response
Date: 03/06/2025
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: 03/06/2025
Complaint: 22832674
I am rejecting this response because: I have not receive any communication with information about the issue that Im concern. I would like receive the credit ASAP, its been almost 3-6 months (September 2024-December 2024). When I should expecting the credit???
Sincerely,
***** ****** Mena *********Business Response
Date: 03/19/2025
We can confirm that the postal requests in question have been processed, all relevant SC has been added to the customer's account.Customer Answer
Date: 03/19/2025
Complaint: 22832674
I am rejecting this response because: I reveived some of the mail in request credit on my account. Im still have pending 135 envelopes pending from December 29 and 31. I would like to see those on my account before close this complaint.
Sincerely,
***** ****** Mena *********Business Response
Date: 04/04/2025
We can confirm that the postal requests in question have been processed, all relevant SC has been added to the customer's account. As no further information of relevance has been provided, we consider this matter closed.Initial Complaint
Date:01/08/2025
Type:Product IssuesStatus: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.
So I had a redemption of $2700 that was sent to the wrong account which Emailed them and told them about my bank said that the money was sent back and all Im trying to do is get my money. Theyre telling me its going to take longer than a month for them To put the money back on my account so I can have access to my funds so I can send them to the right bank account. I dont feel like this is fair and its doing no justice for me. ******* confirmed that it was sent back in. Theyre acting like it takes 30 days for them to get it back. Thats not even correct. I want my money put back onto my account so I can redeem it. Please call me or email me back with a resolutionBusiness Response
Date: 01/17/2025
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:01/02/2025
Type:Product IssuesStatus: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 is an online casino which offers free sweepstakes coins to play as well. You have to write in and request them. I have also paid in with my own money to play. LuckyLand Slots had randomly deactivated my account saying that I violated their terms using automated software. That is a lie as I have never done this and I would not even know how to do it. I have reached out to them numerous times and get a vague automated response. They have done the same thing to numerous people as you probably have complaints They allowed me to purchase and then deactivate me immediately after. They have kept my money as well as the money owed to me for my sweepstakes letters. This is unethical and a fraud. To operate an online casino in ** they have to be honest and follow the sweepstakes rules. I want my account restored and my money back to my account.Business Response
Date: 01/02/2025
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: 01/03/2025
Complaint: 22755938
I am rejecting this response because I have been denied access to my account to be able to get the instructions to dispute this. All I get is generic responses. They locked me out when I have always followed the terms of service and rules.
Sincerely,
*** R **********Business Response
Date: 01/15/2025
As previously advised, the customer has been made aware of their options should they wish to dispute our decision, As such, we consider this matter closed.Customer Answer
Date: 01/15/2025
Complaint: 22755938
I am rejecting this response because: they have not shown any proof that I have violated any terms. There is no way to get on their website to be able to arbitrate because I am deactivated. All I want is to be reinstated and continue to enjoy the online slots. I HAVE DONE NOTHING WRONG!
Sincerely,
*** R **********Business Response
Date: 01/27/2025
As previously advised, the customer has been made aware of their options should they wish to dispute our decision, As such, we consider this matter closed.Customer Answer
Date: 01/28/2025
Complaint: 22755938
I am rejecting this response because: this is unfair. I was deactivated for no reason! I always followed the rules. All Im asking for is to be reinstated. There is no way to file a dispute on their website because I cant access it being deactivated. There is no legitimate reason for their actions. If this goes nowhere, I will file a complaint with the attorney general of NJ.
Sincerely,
*** R **********Initial Complaint
Date:01/02/2025
Type:Customer Service IssuesStatus: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 December 18th I have received an email from Luckyland Slots stating my account has been deactivated. I have followed their terms of service and sweepstakes rules and have been unfairly deactivated for no reason. I have participated in their mail in sweepstakes and since I have been deactivated unfairly I am missing out on 1094 envelope requests and 5470sc. I would like to have my account reactivated and have these sweep coins credited to my account.Business Response
Date: 01/06/2025
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: 01/06/2025
Complaint: 22755589
I am rejecting this response because: I have followed what they have said going to ****** Consulta and all they said was my dispute did not alone with Lucky Lands terms of service. This seems like they are not actually looking into this and arent being fair to the laws put in place for sweepstakes.
Sincerely,
****** *********Initial Complaint
Date:12/31/2024
Type:Billing IssuesStatus: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 to Luckyland Slots on Aug 17, 2024 as an AMOE to their sweepstakes. I mailed 630 letters to them, which each letter used a #** envelope, 4x6 index card and stamp. Thus, each letter cost around $3. You can see Ive spent around $2000. I read their sweepstakes rules forward and backward. I received an email from them unexpectedly on Dec 18 stating: Following a review of your recent activity on your account by our specialist team, we have determined that your account is in violation of the ****************** to which you have agreed. The review of your recent activity determined that you used software-assisted methods to aid or automate your participation, either in part or in full. This includes but is not limited to methods that seek to obfuscate the origin of account control. To ensure the ongoing security and integrity of our methods of detection and investigations, we are unable to provide any additional information surrounding our decision. As we are entitled to do under clause 21.1 of our Terms, we have decided to permanently close your account(s) on our platform(s). I did NOT do anything wrong! I emailed them multiple times to get a more exact answer as to what I did wrong, but their response was: Our decision on the deactivation of your account(s) remains final. Should you wish to initiate alternate dispute resolution regarding our decision, you may request an external examination of the handling of your complaint by engaging our service provider in *****, ****** Consulta. Further information about ****** Consulta can be found here. Alternatively, you may initiate arbitration by following the process outlined in section 24.4 of our Terms. I have lost $2000, less $**21 they did pay me. I am requesting a definitive answer as to why my account was deactivated and some reimbursement for the money I lost due to their mistake. There were multiple other people whos accounts were deactivated, too! I have all emails.Business Response
Date: 01/22/2025
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: 01/22/2025
Complaint: 22748348
I am rejecting this response because:the company has never officially told me what I did wrong in order to deactivate my account.
Sincerely,
****** SlumpInitial Complaint
Date:12/20/2024
Type:Billing IssuesStatus: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 December 18th luckyland slots deactivated my account for using automation or software or something else I have used nothing I hand write every single sweepstakes entry myself.Business Response
Date: 12/29/2024
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: 12/30/2024
Complaint: 22712983
I am rejecting this response because: they did this to 100's of people at the same time for the exact same reason and will not tell us what we did wrong because we did nothing wrong.
Sincerely,
**** *************Initial Complaint
Date:12/18/2024
Type:Product IssuesStatus: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.
They sent an email saying I was in violation of their terms and conditions by using software assisted methods to participate. They closed my account. As I did no such thing, they are scamming me out of thousands of Sweeps Coins, which are a value to their website. As of this moment they owe me $3,645 in Sweeps Coins.Business Response
Date: 12/27/2024
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: 12/28/2024
Complaint: 22703891
I am rejecting this response because:Paying for arbitration out of my own pocket for your mistake is not a resolution. The resolution would be reactivating my account, including Sweeps Coins requests that were still being received by you.
Sincerely,
****** ****
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