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Business Profile

Online Gaming

Luckyland Slots

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 232 total complaints in the last 3 years.
  • 51 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/27/2024

    Type:Product Issues
    Status:
    Answered
    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.
    From the dates 08/20/24 -08/26/24 Lucky Land Slots let someone charger $5,121.46 for purchases at their company to an u verified account and I have contacted them and asked them for my money back and have not received my money or any help, just the runaround and asking same questions and information I have already provided. Please help ! This is hurting me and my children and I am going to lose our home because of this !!!

    Business Response

    Date: 09/05/2024

    We are unable to locate an account registered under the details provided by the customer. We would recommend the customer contact our customer service team from their registered account.

    Customer Answer

    Date: 09/06/2024

     
    Complaint: 22202331

    I am rejecting this response because:

    Sincerely,

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

    Business Response

    Date: 09/23/2024

    Our investigation has found no evidence to indicate unauthorized access or purchases within the complainants account during the period in question, as the complainants connection data remains consistent.

    Customer Answer

    Date: 09/25/2024

     
    Complaint: 22202331

    I am rejecting this response because: they were informed of my phone missing being replaced and then once tracked and contacted they dropped it off at the place it was took from and I received it back never have I had an account with ********************** and I'm positive whatever account was made my identity could have not been verified for it because I didn't make it and did not authorize or spend over $5 grand at luckyland slots out of nowhere one day within a few days. I want my money back

    Sincerely,

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

  • Initial Complaint

    Date:08/22/2024

    Type:Product Issues
    Status:
    Answered
    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 contacted the company several times for the last few months trying to get an update on when i could expect to receive my SC credits from the mail in entries i sent in February 2024. I was told they were on hold due to my account not being verified at the time they received them. I had already received 6 drops since they received those pending envelopes and now that my account has been fully verified i have still not received the 500 mail in entries that were on hold due to the verification. i have been waiting months to hear back from their customer support team with an update and have mailed several times with no real answer or solution to my problem. i would like to be credited immediately after waiting 6 months.

    Business Response

    Date: 09/01/2024

    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: 09/05/2024

     
    Complaint: 22176795

    I am rejecting this response because:
    this does not resolve my issue or reason for having to use The BBB service. i have given the company more than enough time to investigate and settle this matter thus being the reason i have had to reach out to BBB to help me get a reasonable response and resolution. VGW LUCKYLAND SLOTS *** has credited all my envelopes in the past except these AMOE I had pending before my verification. They told me via email that that had envelopes on hold because i was not yet verified. After being verified they have not gave me my credits. It should be simple to release them and credit me for the entries i sent in February . Support keeps giving me this same run around and it has been 6 months. i would like my 500 AMOE entries credited immediately.


    Sincerely,

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

    Business Response

    Date: 09/20/2024

    A member of our relevant team has contacted the customer, confirming the status of the postal requests in question.

  • Initial Complaint

    Date:08/15/2024

    Type:Billing Issues
    Status:
    Answered
    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 ***** sweeps coins in my LuckyLand Slots account, but my balance mysteriously dropped to ***** sweeps coins. LuckyLand Slots claimed all my coins were played through, but I didnt authorize or participate in these transactions. According to their rules, Im responsible for keeping my account secure and for any unauthorized activity (Section 5.5 and 5.8). However, I suspect my account may have been accessed without my knowledge, which I reported immediately, as required by their rules (Section 5.7). I requested a PDF with the time frames and devices used, but despite their promise of 24/7 support, I havent received any response in over 5 days. Im asking for a thorough investigation into this issue, an explanation for the discrepancy, and compensation for the lost sweeps coins.

    Business Response

    Date: 08/22/2024

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

  • Initial Complaint

    Date:08/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 wondered onto the site not thinking much but then i won $84 and i tried to withdraw and it made me do I whole verification process which I completed now they are refusing to provide my winnings which also seems to be a problem with many other users of this website

    Business Response

    Date: 08/22/2024

    A member of our relevant team has reached out to the customer in relation to the verification of their account.

  • Initial Complaint

    Date:08/06/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Business is a complete fraud took over ****** from my account and I have been sending emails this company needs to be shut down taking hard earned Americans money

    Business Response

    Date: 08/15/2024

    We can confirm the customer's redemption request was successfully processed. Should the customer continue to experience issues, we encourage them to reach out to our **************** Team.

    Customer Answer

    Date: 08/16/2024

     
    Complaint: 22098462

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:07/27/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 reopened after a self exclusion on May 31. 2024. I was told prior to the reopening that I had 281 sweepstakes entries that were on hold due to the exclusion and would be processed as soon as my account was reopened. At one point I updated my bank account information and that was used as the excuse as to why they were not being processed. (However, that was weeks after my account had been reopened. And since has been completely updated with new bank account and verified.) My account has now been reopened since may 31, 2024. I have sent multiple emails asking for an update and there is never any information provided other than that they are still working on it. It has been 2 months with no resolution and no credits. I would like for the credits I am owed to be credited to my account.

    Business Response

    Date: 08/06/2024

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

    Customer Answer

    Date: 08/06/2024

     
    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:07/18/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 business claims to cash out sweepcoins after depositing funds to the account I won Seven hundred dollars My account has been in review for several days after submitting requested documents that include verification of pay wages address bank and identification. They sent several emails that my account was in review yet this morning they deactivated my account without an explanation and have not paid out the winnings. This process started onJuly 16. Now they are refusing to pay out the winnings and deactivated my account. There is some lame excuses for their decisions. They want me to agree to there terms of service after the fact which says that I will deal with arbitration and that my prize is not redeemable. They are claiming that I used a card that does not belong to me which is not the truth. They seem to just want to not payout on the prize redemption

    Business Response

    Date: 07/26/2024

    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:06/17/2024

    Type:Billing Issues
    Status:
    Answered
    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 complaint against luckyland slots for wrongfully deactivating my account on the 17th of June 2024.I partake in their promotions by sending in postal request for sweeps coins, which they are to honour by crediting one's account provided the postal request card meets requirements. I had 2612 sweep coins balance in my account which is equivalent to 2612 usd. I was unjustly kicked off the platform as I was about to redeem the coins in my account. ********************** slost has gained notoriety for not wanting to credit people's accounts and the do that by unjustly kicking people off their platform.I follow and abide by their terms and conditions and I have never, in any way shape or form violated their terms and conditions and sweeps rules.I'm filing this complaint in order to make luckyland slots reactivate my account and also credit all sweeps coins due I kindly seek your assistance in investigating this injustice, and help facilitate a resolution.Thank you!

    Business Response

    Date: 06/21/2024

    The complainant was provided our decision on 17 June 2024. As such, our decision regarding this matter is unchanged and we consider this matter closed.

  • Initial Complaint

    Date:06/01/2024

    Type:Billing Issues
    Status:
    Answered
    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 website offers a play for free promotion due to its nature of an online sweepstakes. They credit $5 per entry submitted through ***** I submitted entries and they were honored at the beginning. But then Instead of keep crediting me, my account was wrongfully deactivated on March 5th without further explanation.

    Business Response

    Date: 06/12/2024

    A review of the complainant's account activity has identified that they have acted in contravention of our Sweeps Rules. To ensure the protection of our methods of detection and investigation, we are not obliged to provide additional information or evidence that we, in our sole discretion, deem is revealing.

  • Initial Complaint

    Date:05/29/2024

    Type:Billing Issues
    Status:
    Answered
    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 to the Better Business Bureau (BBB)**Complaint Summary**: Unauthorized Transactions and Unresolved Account Security Issues with LuckyLand Slots **Full Description**:I am filing this complaint against LuckyLand Slots due to ongoing unauthorized attempts to access my account (username: *********** despite it being suspended due to unauthorized transactions on April 1st, 2024. Despite securing my account and devices, unauthorized access attempts persist.Additionally, my bank, Money Network, reversed the provisional credit issued for these unauthorized transactions, resulting in an overdraft on my account. These purchases were not made by me. This situation has impacted my unemployment benefits, which I urgently need credited back to my account. ********************** has not resolved this issue despite my repeated requests.I demand that LuckyLand Slots:1. Contact Money Network to reinstate the reversed credit for the unauthorized transactions.2. Ensure my unemployment benefits are credited back to my account.3. Permanently delete my LuckyLand account upon resolution of the credit issue.I have been a loyal customer for over a year, and this unresolved issue has caused significant distress. If this matter is not promptly resolved, I will have no choice but to pursue legal action to protect my rights.**Desired Resolution**:- Reinstatement of the provisional credit for unauthorized transactions by contacting Money Network.- Credit my unemployment benefits back to my account.- Permanent deletion of my LuckyLand account upon resolution.Thank you for your attention to this urgent

    Business Response

    Date: 06/09/2024

    We are currently investigating the issue raised in the customers complaint and will contact the customer with an update shortly. 

    Customer Answer

    Date: 06/17/2024

    Dear LuckyLand Slots Support,

    I am *************************************, a loyal customer under the username ********** with VBO Player ID 90aca555-e54f-420a-81b6-2f8ffdaeb7ab. I am writing to follow up on my complaint filed on 5/29/2024 concerning unauthorized charges on my account.

    On April 1, 2024, upon discovering multiple unauthorized transactions, I promptly took the following actions:

    1. I notified LuckyLand Slots to suspend my account immediately to prevent further unauthorized transactions.
    2. On April 2, 2024, I contacted Money Network to report these unauthorized transactions.
    3. I filed an Identity Theft Report (#*********) with the ************************* providing detailed information on the disputed transactions.

    Despite these proactive measures, I have not yet received a satisfactory response or resolution from LuckyLand Slots regarding the investigation into these charges.

    I have observed inconsistencies in the handling of the 25 disputed transactions, where some were credited back to my account while others were denied. I respectfully request clarification on the criteria used to determine the acceptance or denial of these transactions.

    Attached for your reference are the pertinent details of the transactions in question:

    - Transaction ID: ************************************
      Gold Coins: 700,000
      Amount: $99.99
      Date of Purchase: Sun, Apr 28, 2024

    - Transaction ID: ************************************
      Gold Coins: 700,000
      Amount: $99.99
      Date of Purchase: Sun, Apr 28, 2024

    - Transaction ID: ************************************
      Gold Coins: 700,000
      Amount: $99.99
      Date of Purchase: Sun, Apr 28, 2024

    - Transaction ID: c6a9484c-7dbb-4eff-a95e-751f6d765c1b
      Gold Coins: 700,000
      Amount: $99.99
      Date of Purchase: Sun, Apr 28, 2024

    - Transaction ID: ************************************
      Gold Coins: 250,000
      Amount: $49.99
      Date of Purchase: Sun, Apr 28, 2024

    - Transaction ID: ************************************
      Gold Coins: 700,000
      Amount: $99.99
      Date of Purchase: Sun, Apr 28, 2024

    - Transaction ID: ************************************
      Gold Coins: 700,000
      Amount: $99.99
      Date of Purchase: Sun, Apr 28, 2024

    I appreciate your prompt attention to this matter and await your response clarifying the handling of these transactions.

    Best regards,

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

    ************ 

    Business Response

    Date: 06/24/2024

    A member of our relevant team has contacted the customer in relation to the issues raised in their complaint. 

Luckyland Slots is NOT a BBB Accredited Business.

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