Business Profile
Online Gaming
Luckyland SlotsThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Online Gaming.
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 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:04/22/2024
Type:Service or Repair 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.
My phone card was stolen and my debit card was used on their site for 4k. I contacted them about this and they said they were not responsible. I didn't even know gambling was legal in **? I want my money back because someone purchased from them without my consent and Luckyland did nothing to verify it wasn't me making the purchases.Business Response
Date: 05/03/2024
Our investigation has found no evidence to indicate unauthorized access or purchases within the complainant's account during the period in question, as the complainant's connection data remains consistent.Customer Answer
Date: 05/03/2024
Complaint: 21611700
I am rejecting this response because:It was consistent ganeplay because my phone was stolen! Made purchases on your website. Your website used no security measures to ensure my card was not used. You saved all the info in tbe website, and allow anyone to use my debit card which I had to cancel and get a different card.
Sincerely,
*********************Initial Complaint
Date:04/16/2024
Type:Service or Repair 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.
Have been playing on luckyland for 3 years . And then one day for no reason whatsoever they deactivate me with credits and pending credits on my account . A lot of Gold coins I paid for!!!they straight up committed fraud to me and thousands others .Business Response
Date: 04/18/2024
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:04/11/2024
Type:Sales and Advertising 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.
Luckyland Slots offers online slot games. I believe they are deceiving players into spending money on their site by claiming various opportunities to enter their sweepstakes to win real money and then banning players after they actually try to take part in opportunities to enter the sweepstakes for free. Because of the promise of free entries, I also spent money on their site to get sweepstakes entries and play their games.Luckyland Slots claims that section 3.3 of their Sweepstakes Rules were violated and after multiple attempts to resolve the issue, they refuse to be more specific about what the claimed violation is. I submitted entries the same exact way for over a year and none of the other entries were deemed to have violated any terms of service because they didnt. I carefully followed their rules for entries. After my account was deactivated and I was not able to get an explanation of how the rules were violated, I searched online to see if anyone else was experiencing the same thing. I found a huge number of people claiming the same thing happened to them between December 2023 and March 2024. My account was deactivated on 3/5/2024. I had over *********************************************************************** before I was deactivated.I would like Luckyland Slots to either reactivate my account and others that they have erroneously deactivated and accept all sweepstakes entries that meet the standards in their rules, as mine did. Alternatively, I would like Luckyland Slots to refund any money I spent on their site entering sweepstakes and to stop claiming that people can mail in requests for sweepstakes entries, causing people to spend time and money on supplies and postage to enter their sweepstakes, just to deactivate their account when they use this entry method. This seems to be a deceptive business practice used to get around laws for operating what is otherwise an online casino for money.Business Response
Date: 04/12/2024
A review of the complainants 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.Customer Answer
Date: 04/12/2024
Complaint: 21560601
I am rejecting this response because:
This seems to be a canned response that they use any time someone makes a complaint. I received the same exact canned response from their sister company at the same time, which is proof of this. I have not violated any rules and am disappointed that they seem to be using this excuse to skirt regulations and claim to be sweepstakes. I have not seen any indication that my account was actually reviewed and found to be non compliant.
Sincerely,
***************************Initial Complaint
Date:04/08/2024
Type:Service or Repair 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.
Lucky land allowed several hundred dollars to be spent on the website but when I won some money and was ready to cash out they keep giving push back on verifying. Not only do they ask for way to much private information but when i give it to them they keep denying it. Now I have wasted all day sending pictures and pdf's of my personal info and nothing was fixed!! I really wish I could get my money back because this is total c*** There are many other online gaming that doesn't s**** you around like this ..Business Response
Date: 04/16/2024
Upon review we can confirm the customers account was successfully verified on 7 August 2024.Initial Complaint
Date:03/30/2024
Type:Service or Repair 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.
We demand that Chumba Casino reactivate wrongly deactivated accounts, credit all outstanding envelopes, clarify their Terms and Conditions regarding sweepstakes entries, and be transparent with their players when issues arise. Some of us have lost trust in VGW and want a full refund all unused gold coins purchased since we were not able to use due to the deactivations. VGW is not following the laws of a Sweepstakes Casino and are operating illegally by not honoring the sweepstakes rules in *****************.Business Response
Date: 04/05/2024
Our records show that the customer has elected to exercise their right to have their dispute reviewed by a third-party, as outlined within our terms. As a result, to ensure we adhere to the requirements of arbitration, we are unable to address this dispute through other channels, such as the BBB.Initial Complaint
Date:03/29/2024
Type:Service or Repair 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.
Luckyland slots deactivated my account .I have done nothing wrong and have not violated any of their term and conditions under 3.3 as they claim . When I asked for a specific reason why my account was deactivated they won't tell me why other than use that broad brush excuse of 3.3 violation . This is an unfair business practice .Business Response
Date: 04/08/2024
We have investigated the issue raised in the customer's complaint and can confirm that the customers account is now reactivated.Initial Complaint
Date:03/11/2024
Type:Customer Service IssuesStatus: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 requested LuckyLand Slots to review my acccount for possible charges that *** have been multiple double charges or not made by me. They reviewed my account and determined the charges were correct. Which is fine. But then they proceeded to deactivate my account and keep the $9000 plus in cash sweep coin winnings. This cant be legal. Furthermore I have a pending $9000 price with a redemption code stating that I will get the monies wired to my bank in 10 business days. Im still waiting on that. But if they kept my account winnings what stops them from not sending me my other $9000 in winnings. We are talking about $18,000 plus in cash winnings that they owe me.Customer Answer
Date: 03/13/2024
Please cancel my complaint. They have re activated my account and the cash prize money is pending payment. If anything changes Ill keep you updated. As for now please cancel the complaint.Initial Complaint
Date:03/05/2024
Type:Sales and Advertising 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 have been playing on this site and spending money for over a year. My account was deactivated and my pending cash out was denied to me without reason. They had no problem with me making purchases but when I got enough to cash out they shut my account down and refused to pay me my balance that was in the account or the pending cash out that was approved for $1000. I think it's unfair to let me spend money as long as I'm losing but once I go to cash out my account gets deactivated without explanation.Business Response
Date: 03/14/2024
We are still in the process of reviewing the issue raised in the customer's complaint. We appreciate the customer's patience during this period and will contact the customer with an update shortly.Customer Answer
Date: 03/19/2024
Complaint: 21386022
I am rejecting this response because: I have yet to receive my approved cash out for $1000 and still have no access to over $1200 worth of gold coins I purchased for entertainment purposes.or to the $150 that was still in my account. They state I violated their terms but can not define how. This was after being told my sweeps entries were in good order. I have been unsuccessful in getting any resolution. I'm ok with not being able to use their service but am not ok with making purchases for goods I am rejected access too.
Sincerely,
*********************Business Response
Date: 03/28/2024
A review of the complainants 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:02/17/2024
Type:Sales and Advertising IssuesStatus: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 had won ****** dollars and it was to be deposited into my bank account no later than February *******. I keep getting the same response from them and they wont look into the situation any furtherBusiness Response
Date: 02/21/2024
A member of the relevant team has contacted the customer regarding the status of their redemption.Customer Answer
Date: 02/22/2024
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:02/16/2024
Type:Service or Repair 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 canceled my account without any notice I would play and add money to the account and that was no issue but they just close it for no reasonBusiness Response
Date: 02/26/2024
We have investigated the issues raised in the customer's compliant and can confirm that a member our relevant team has reached out to the customer concerning the reactivation of their account.
Luckyland Slots is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.