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:02/15/2024

  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 an account with ********************** which they just closed for no reason /deactivated . When I try to contact them all they say is that a refund was started to my account and thats why but they never did anything back . As always when you buy gold coins or SC coins there always quick to take your money but for payouts or anything else no , I just want my money back for every deposit I ever did with them , $1000 give or take The website is LUCKYLANDSLOTS .My name is ************************* ,email : ******************** , address ***************************************************

  Business Response

  Date: 02/24/2024

  We have investigated the issues raised in the customer's complaint and note that the customer was advised of the ongoing status of their account on 16 October 2023. As no further information relevant to the complaint has been provided, our decision on this matter is final.

• Initial Complaint

  Date:02/15/2024

  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 have been through h*** trying to get a hold of luckyland slots! They have charged my account without my consent! They have stolen $2000.00 dollars without my consent! They have no phone number or anyone to get a hold of!!! Please help! I have proof! I want my money back!

  Business Response

  Date: 02/20/2024

  We are unable to locate an account registered under the email address given by the complainant and we request they provide the email associated with their account.
  

• Initial Complaint

  Date:02/06/2024

  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.

  To: BBB customer service: Im filing a formal complain and escalate to the *** against Luckyland Slots an online sweepstakes entry program. I have been an active sweepstakes participant for the last 4 years and I always keep myself update with the compliance and regulations as they change. I have a major issues with my sweepstakes credit: On Oct 21 and 24, I sent 454 mail request entries (all the same, following rules, compliance and regulation), I ********** 78 on 12/4 and 234 on 12/10. I week later I got a rejected email for 142 belong to the batch from ***** that I was already accepted and credited . I sent an email requesting more information and the reason of the rejection if everything was wrote the same. I asked for a copy of every single card that was rejected and the reason because I was appealing the decision, but I never got a response, a supervisor was suppose to review but I never received a respond back, then I got a second rejection email, with no answer. Few weeks ago I got a count of 450 that I did not receive the credit on my account but I never got a rejected email, a week later the same. Today, I received a rejected email but never received answer of the reason of the rejection (I do the same thing with the another VGW partner casino and never have any problem and always receive all my credits). So far they have been rejected or no credit without reason for the amount of 970 envelopes between 10/21 to 12/30. I sent 445 envelopes on January 2024 and Im afraid that I will not get that credit either. All my request: I put one request for envelopes and I never used a box to send them out, I always used unlined request card, I double check my request card, The postal office man always pick up my envelopes at home and mail out from the same state in CT, I do handwritten all my postcard and envelopes, My handwritten is legible, I always use the same envelopes size and request card size for the last 4 year without an issue. Im disable person and I do all my best to read all the rules and regulation to compliance with the sweepstakes program and as per their guidelines and rules without omission I should have credited on my account with sweeps coins. I have not received any those credit. Submitting the mail in request entries has incurred a major impact on me, like, time consuming learning and familiarizing to keep me updated with all the regulation as they change, a 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 ***** cards. Luckyland Slots has been very unprofessional to reject or no credit all my entries without no respond or no reason after I have sent more than 10 email and opened more than 5 tickets for months. My reason of the complaint is to have a solution of my case and to receive the sweeps coins from the sweepstakes entries that are owed to me. The estimate credit until 12/30 should be $4,850 and from January 2024(1/6, 1/13, 1/16) is $2,225. It is very important for me 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 the sweepstakes entries. As a good faith I have attempted to communicate with them to resolve this situation for more than two months and I have not received a response. I had never file a complaint before but this time Im reaching out the BBB to facilitate a resolution on this case which is to receive the sweeps coins for the amount of $4,850 and hopefully the amount of $2,225 for January 24. The resolution of this case is important to me to move on and to keep myself on my daily activity and to dont escalate this case to ***** corporate headquaters, *** and the ***** gaming board to open an investigation for unethical business representation. Dont hesitate to contact me if you have questions. Thank you very much for your consideration

  Business Response

  Date: 02/16/2024

  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: 02/21/2024

   
  Complaint: 21257469
  
  I am rejecting this response because:  I appreciate all the effort to contact Luckyland Slots for answers because I had not receive ones after email them many times for months.   I compliance with all the Sweepstakes regulations I would like to see this case resolve soon.  The last two weeks  I did not get credit on my account either and not rejection email.  
  
  Sincerely,
  
  **************************************

  Business Response

  Date: 03/06/2024

  A member of our relevant team has contacted the customer on the 26 February 2024, confirming the status of the postal requests in question.  

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21257469
  
  I am rejecting this response because:  Someone contacted me and I got some credits. Im still have mail in request credit that need to be credited.  The person who contacted me told me that I was writting  my name wrong and I sent her an email telling her that I have been writing the same name with the federal ID on file  for almost 4-5  years without any problem and what is the difference now? also this person pointed out to me that if I continue by making the same mistake they are going to close my account permanently.  After sending several emails worried about the response, I have never received an email to clarify the situation which puts me in a position to fail and I see this as a retaliation from them in that they want to close my account illegally and for no reason.   I would like to receive the rest of my credit and have a clarification of the "mistake" I did to continue writting mail in request envelopes and for them to compliance with sweepstakes regulation to operate online casino.

  Sincerely,
  
  **************************************

  Business Response

  Date: 03/22/2024

  A member of our relevant team has contacted the customer on the 26th February 2024 , regarding the results of our investigation.

  Customer Answer

  Date: 06/14/2024

  I have been participate in luckyland sweepstakes mail in request over four years now always follow up all rules and update regulations. This is a follow up complaint of previous one I file back in January. They still own me 160 mail in request I sent on February 26. I received credits but the complaint supervisor ********************* sent me an email that only are going to credit me until February 24 and my name needed to be corrected after , I responded and questioned her how my name it should be write in the right way and If I can have credit until february 26 to make sure I have the right information. 1. I never got credit until february 26 - total 160 envelopes to be credited. 2. The supervisor never respond me to clarify my concerns 3. She knew I had credit pending until the february 26 and why she are credit me unil the 24? Its been over 3 months and never receive a comunication. what im looking for is have the extention until february 26 and have 160 envelopes in request credit to my account. I started sending envelopes in requested in this month (May) with the right full names as they requested. I hope I can receive the 160 envelopes credit sent on February 26 at the earliest convenience. I have to open this BBB compliant because of the lack of comunication in the customer service. Sincerely,

  To receive 160 mail in request credit on my account that are pending since February 26, 2024

• Initial Complaint

  Date:01/29/2024

  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.

  I have an account with Lucky Land Slots in which I hadnt been on in a while. I logged on January 27th, **** and played a game. I ended up winning 13 thousand dollars on one game. I started to verification process by inputting all of my documents. I submitted my drivers license, a picture and a check stub for my bank. Not long after the verification process had started for me to redeem my winnings, Lucky Land Slots had deactivated my account. I had emailed them, in which I have record of all the emails. They havent been very responsive. I was told I couldnt have two accounts, I didnt know I had two. I spoke with ********, she said I could choose which one to keep and shed deactivate the other. I emailed her back and told her which one Id like to keep, as she was supposed to reactivate my account so I could redeem my winnings. It has now been two days and I have heard NOTHING about a reactivation. Ive sent several emails and I havent heard anything. I won this ********** and square. I just want whats owed to me.

  Customer Answer

  Date: 01/29/2024

  Hello!! 
  

  Thank you for reaching out so quickly. After I had emailed you, I had also emailed the Casino and mentioned *** sought out the BBB, in return they reactivated the account so I could redeem my winnings. Thank you so much! 

  Business Response

  Date: 02/07/2024

  We have reached out to the customer on the 29th January ****, providing them with an update on the status of their account and the next steps to complete their account verification.

• Initial Complaint

  Date:01/26/2024

  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 is an update regarding my issues with Cash App. On January 4 they stated there was a charge in the amount of $199.96. There was no such charge. They even received a letter from the company the charge was supposedly made to stating there was no such charge. Then they decided to try and divide the charge into four separate amounts. Again, the company got involved and said there were no such charges in those four separate amounts at that time either. **** app has everything from this company stating these charges were not made. I have appealed it since day one and appeals take 45 days. On day number 44 they credited me back all but $49.99 of the money . Stating that, although the dispute was not completed, this was provisional until they actually did complete it. Well, guess who just called me. They tried to take the money out of my account, to take it back, but theres no money in that account. I have canceled that account, and I will never deal with Cash App again ever . I was sent a very threatening letter by a gentleman stating that they were going into my bank accounts to take out this money on or before January 29. All of my bank accounts have been disconnected from them, and I dont even have a card, but yet still, even with a letter from the company the charge was supposedly made to in their hands stating that that particular charge was never made, I have still got to fight this and be worried about money. Run away from cash app. Because if theres a mistake somewhere and you lose money or pay somebody too much, you will never get it back . Even after you jump through every hoop they put in front of you. Again, if they wont give it back with the letter from the company who supposedly charged it stating that they never did charge it then they will never give you money back, regardless of the reasoning behind it . There is still a $49 charge that is due to me so I am going to put that in the money I paid box. Maybe theyll see it.

  Business Response

  Date: 02/05/2024

  An investigation has been completed into the customers complaint, and a member of the relevant team has sent a correspondence to the customer. We have also provided the customer the next steps that we encourage the customer to take to prevent any further alleged unauthorized transactions.
  
  

• Initial Complaint

  Date:01/26/2024

  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 WON ON LUCKYLAND SLOTS REDEMPTION APPROVED FOR $650.00 CLEARED BUT NEVER WENT TO MY BANK ACCOUNT

  Customer Answer

  Date: 01/31/2024

  TODAY HAS NOW BEEN 5 BUSINESS DAY AND I HAVEN'T RECEIVED PAYMENT OR ANYTHING YET

  Business Response

  Date: 02/06/2024

  The customer has been notified of the state of their redemption request, as such we consider the matter raised in this complaint resolved.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21202539
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 02/22/2024

  I EMAILED BACK AND SENT PHOTO EVIDENCE HEARD NOTHING BACK FROM THEM NOTHING BEEN SOLVED

  Business Response

  Date: 03/21/2024

  The redemption mentioned in the complaint has been reversed due to mismatched routing numbers, and the customer has since successfully re-verified their details. As such, we consider this matter closed.

• Initial Complaint

  Date:01/24/2024

  Type:Customer Service 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.

  When I logged into my ********** account a couple of days ago, I noticed dozens of charges from Luckyland on my statement. I do not have an active account on ********************** nor have I played there in a few years. There is no reason why those charges should be there. Luckyland allowed someone other than me to add my debit card details to their account, and make purchases with it. I have contacted Luckyland twice through their support email address, and have gotten nowhere. I have sent them the first 5 and last 4 digits of my debit card, my name, and a PDF copy of my ********** statement showing the charges, and have gotten nowhere. If my money isn't returned to me, I will take legal action against Luckyland for allowing someone else to use my payment information to make purchases on their site.

  Business Response

  Date: 02/03/2024

  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: 02/12/2024

  I need to reopen this case as I was in the hospital and unable to respond 

  Business Response

  Date: 03/01/2024

  We suggest the customer contact their financial institution in relation to the alleged unauthorised purchases mentioned in their complaint.

• Initial Complaint

  Date:01/07/2024

  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.

  The entire business is a scam, they allow fraud, theyve stolen from me along with someone else. They do not care to fix the problem, theyve been ignoring me & the customer service person **** has been doing her best to argue with ************** everything. They owe me $190 They claim theyve deactivated my account since theres been fraud , but thats all theyve done. I need the money they stole and *** never ever do business with this scamming company again. I hope they are shut down. Then she tried to tell me they arent stressing me out. How can you tell me? Inconsiderate and unprofessional! Ill be reporting elsewhere as well until something is done.

  Business Response

  Date: 01/17/2024

  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.

• Initial Complaint

  Date:12/26/2023

  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.

  ****** casino invited me via email to Join luckyland slots their partner casino in the last days of November 22. I opened my account on ********************** months later and they offer to play gold coins (no monetary value) sweeps coins (can be redeem for cash) they sent me some offers every day for both coins as buying gold you get rewarded with sweeps, I bought some them, on July 29 I tried to redeem an amount of cash about ($160) but at the time they asked me to send my verification documents they claimed they were incomplete, the system Werent reading them etc. I was able To cash many time later. I started sending sweepstakes envelopes request from July to November (a total Of ***** envelopes wich supposed to Be credited 5 dollars each envelope which you have to play before in order to Be redeem by cash. Months passed and I wasnt being credited then I sent an email asking to please let me Know about my postal request status. They credit on Sep 20. $295 Sept 27. $180 Oct 18. $410 By that time I was already sent more than ***** envelopes which is suppose to have a sweeps value of $10,000 then I contacted them on 11/3 kindly asking them again to please check my envelopes mailing request status. I got more than ***** dollars credited in my account in the night for 11/12 at about 7 pm pacific time . I didnt play with that sweeps neither redeemed them, on 11/13/23 morning I tried lo logg in to play my seeeps and my account was closed and it displayed a text saying your account has been closed contact customer Support. I tried to solve it with luckyland they are not helping me And other people in Reddit say they have same issue, others were warned about 3.3 not being used as it should instead they closed my account and I wasnt treated the same Way others were. I would Like to Be credited for the total envelopes I sent and after they can proceed to closed my account but now I feel this is unfair and retaliation for Me asking about my sweeps mailing requests .

  Business Response

  Date: 01/03/2024

  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: 01/04/2024

   
  Complaint: 21056002
  
  I am rejecting this response because: I know I havent breach any of the casino rules and I am not being treated the same ways as others and while I got my account banned others just for a warning and that I suspect is because I wrote many sweeps coins mail request and they just dont want to credit my account. 

  Sincerely,
  
  ***** **************************************

• Initial Complaint

  Date:12/22/2023

  Type:Customer Service 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 have been writing to Luckyland Slots for the last 2 years without any problems then suddenly towards mid October got an email from them that they are rejecting my envelopes. No reason was given, finally after 3 weeks they responded saying rejection was due to ineligible writing. They have been rejecting me weekly due to this reason. Thing is I have not altered my writing in any way since they have been giving me my credits. I wrote to them about 4 weeks ago if they could give me partial credit to cover my costs in stamps, envelopes, index cards and pens. They have yet to respond and they have rejected over 800 envelops to date for total credit owed of **** and total spent of 650. I asked for a date that they can start denying my envelopes for ineligible writing and mo answer to my email. Any assistance from your agency would be appreciated

  Business Response

  Date: 12/31/2023

  Our records show that the complainant was provided notification on 14 November 2023 that their postal requests for Sweeps Coins were rejected to being deemed as not legible. As outlined within clause 3.3 of LuckyLand's Sweeps Rules, If the Participants handwriting is not legible, the entry will be void and the Sweeps Coins will not be credited to the Participants Customer Account.

  Further, Sweeps Coins are a form of token used to enter our sweepstakes when playing our games in promotional play, and have no inherent value until they are redeemed for a cash prize or gift card. With this in mind, Sweeps Coins cannot be used as a form of reimbursement.