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:12/20/2023

  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.

  Dear Better Business Bureau, I am writing to file a formal complaint against Luckyland Slots, an online gaming and sweepstakes platform. Over the past five months, I have been an active participant in their sweepstakes, adhering to their rules and regulations. However, I have encountered a significant issue that has not been resolved despite my efforts.Nature of the Complaint:Non-Credited Sweepstakes Entries: I have sent approximately ***** envelopes to Luckyland Slots as part of their sweepstakes participation method. These envelopes, as per their guidelines, should have credited my account with sweepstakes entries. Unfortunately, I have not received any credits for these submissions.Financial Impact: The process of sending these envelopes has incurred substantial costs on my part. I have spent a significant amount of money on materials, including envelopes, index cards, and postage. The total expense has been considerable, yet I have received no value or acknowledgment from Luckyland Slots.Expected Resolution: While I am open to the possibility of reactivating my account, my primary concern is to receive the sweepstakes credits that are owed to me. Based on the number of entries submitted, I estimate these credits to be worth around $2*****. It is imperative for me to receive these credits to ensure fair treatment and to compensate for the financial and time investment I have made.Attempts at Resolution: I have attempted to resolve this issue directly with Luckyland Slots but have not received a satisfactory response or solution. The lack of acknowledgment and action from their end has compelled me to seek assistance from the BBB.I kindly request the BBB's intervention in this matter to facilitate a fair resolution. I wish to receive the sweepstakes credits owed to me by Luckyland Slots, totaling approximately $2*****. This resolution is crucial for me to move on from this situation. Please feel free to contact me if additional information is required.

  Business Response

  Date: 12/28/2023

  A member of our relevant team has sent correspondence to the customers registered email address that contains the results of our investigation.

• Initial Complaint

  Date:12/18/2023

  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.

  Luckyland closed my account for no real reason. They claimed i violated Terms and conditions but could not tell me which one. I was a very loyal and compliant customer who spent thousands with them and they closed my account out of nowhere.

  Business Response

  Date: 12/20/2023

  A member of the relevant team has contacted the customer regarding the results of our investigation and our decision regarding their account.

• Initial Complaint

  Date:12/14/2023

  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 used this company before never purchased a package over $19.99 Once i win and i dont log in for few days they totally destroyed my savings they withdrew $750 total from one bank and $150 from another bank i had on file i dispute the 150 with citi bank and before i was able to even finish my email to them about the 750 with my cash app they deactivated my account for disputing charges i have been contacting them with no result

  Customer Answer

  Date: 12/15/2023

  This email from 12/13/23 has gone completely unanswered and ignored  No response at all not even a computer generated response 

  Customer Answer

  Date: 12/15/2023

  This email from 12/15/23 has gone unanswered and ignored  This and the email sent prior to this one on 12/13/23 have both gone ignored  There wasnt even a computed generated response, nothing at all 

  Customer Answer

  Date: 12/21/2023

  here are the other 5 of 7 more copies of the emails 

  Total of 12 copies of email 

  i sent 5 in the previous email  

  i sent 5 in this one

  I will be sending 2 in the next one

  Customer Answer

  Date: 12/21/2023

  Here are the final 2 copies of emails 

  12 Total

  5 sent with first message 

  5 sent with second one 

  2 sent with this one 

  Customer Answer

  Date: 12/21/2023

  Here are the final 2 copies of emails 

  12 Total

  5 sent with first message 

  5 sent with second one 

  2 sent with this one 

  Customer Answer

  Date: 12/21/2023

  i have received outcomes on my pending disputes  My problem is Luckyland the merchant agreed to refund all 9 transactions and on December 18th i received 9 emails from luckyland including a receipt saying that each transaction there was a chargeback initiated and processed for that transaction

  So i have been waitvhbg and waiting for thr refund to post to my cash app account  Finally today i received a resolution email from cash app that explains my dispute claim was denied i received an email saying this for 3 out of the 9 disputed transactions

  How could the merchant agree to send a refund for thr chargeback and even send me a receipt for it but the bank which is cash app say thr claim and was denied 

  All i want are my refunds so i can christmas shop for my kids and this taking more energy then needed  

  I am sending a copy of the 9 emails from luckyland and 3 from cash app  

  12 total

  5 in this one

  5 in next one

  2 in final one

  Business Response

  Date: 12/26/2023

  We have conducted a thorough investigation into the issues raised in the customer's complaint and have provided the customer with the outcome of our investigation.

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 21000084
  
  I am rejecting this response because:

  I received emails with receipts that they were initiating and processing the chargebacks and I still havent received a dime back   I have sent the receipts to you once i got them 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/10/2024

  The customer was made aware of the outcome of our investigation and the ongoing status of their account on 26 December 2023. Please note, the resolution of purchase disputes and chargebacks falls under the jurisdiction of the customer's financial institution not **********************.  

• Initial Complaint

  Date:12/13/2023

  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.

  My account was deactivated for something I wasn't in control of, someone stole my phone and all my information which breached things I've signed up for and also signed up for duplicate accounts in my name which I was accused of which is totally insulting that I'm automatically blamed

  Business Response

  Date: 12/20/2023

  A member of the relevant team have contacted the customer regarding our decision based on the results of our investigation.

  Customer Answer

  Date: 12/20/2023

  It's very unjust that my identity was stolen and my account was still closed, I didnt make any other accounts accept the one I'm complaining about, next step is to filing a lawsuit for defamation and discrimination

• Initial Complaint

  Date:12/02/2023

  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 a sweepstakes site and they advertise Play for Free on their ***************** The **** of entry consists of sending a request card through ***** I have an amount of ****** sweeps coins to be credited in my account since I sent **** requests on Oct 16th and **** requests on Nov 13th. Plus another batch of **** I have ready to mail, but I havent sent since the issue arose. My account was deactivated with no further explanation from customer support. If there was a problem with my account they should know what is it and tell me such problem. Im seeking to reinstate my account because this decision was arbitrary.

  Business Response

  Date: 12/12/2023

  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: 12/12/2023

   
  Complaint: 20950235
  
  I am rejecting this response because:

  If there was an investigation to be done, it should have been happened before the account closure, not afterwards. And they should be able to tell the problem before proceeding right away to deactivation.
  
  Sincerely,
  
  ******** ***********************************

  Business Response

  Date: 12/22/2023

  Our records show that the customer was provided notification that their activity at that time was in contravention of our Sweeps Rules, and that any further instances of that activity could result in the closure of their account. The customer acknowledged the notification and agreed to abide by the rules surrounding submitting postal requests for free Sweeps Coins set out within our terms. However, despite their acknowledgement and agreement, the customer elected to breach our rules by proceeding to repeat the behaviour that led to our initial warning, resulting in the closure of their accounts on our platforms. 
  A member of our relevant team has provided more detailed information within a direct correspondence that has been sent to the customer's registered email address. 

• Initial Complaint

  Date:11/30/2023

  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.

  Deactivated my account after following all the rules. They say i dont follow the rules and banning people and wont even tell them the actual reason. Have sweepstakes envelopes and cant get them

  Business Response

  Date: 12/07/2023

  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: 12/07/2023

   
  Complaint: 20936668
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/12/2023

  I said i rejected there message.  You can see its there. I want this reopened. Why is this closed

  Business Response

  Date: 01/29/2024

  An investigation into the matters raised within the customer's complaint has resulted in the decision provided to the customer on 13 December 2023 being maintained.

• Initial Complaint

  Date:11/30/2023

  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.

  Account was deactivated due to rule 3.3 however I havent violated any terms with the sweeps rule and they wont say specifically I violated to back up their claim. I generate a code every 5+ minutes manually with my iPhone on service or WiFi within my state. I have not shared my account or codes. A mistake *** have been made here or there with wrong code or in other envelope since I write to all VGW sites but they were all my codes and accounts (which now all are affected) Im a regular sender of sweeps requests by mail for all 3 sites and just recently had this issue because of codes. Also some codes were expiring but sent in as there was a 60 day grace ****** due to rule change and any code sent after was no more than 30 days old when sent I would like to full know what I did to violate rule 3.3 in their words and as to what proof they have as I know I havent done anything wrong and read over rule 3.3 many times. I feel since Im a regular sender of sweeps by post , that Im being targeted unfairly as I have many outstanding requests pending I would kindly ask that I get my account reactivated and in good standing as I havent done anything to violate the rules and if there was a small technical issue , I ask some leniency to address the situation as this rule change has been recent and old request *** still be outstanding from before Thanks ***********************************

  Business Response

  Date: 12/07/2023

  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: 12/29/2023

  Company has not reached out about any further investigation and proof that I violated their terms which they said I did Im rule 3.3 when it comes to codes. I never once shared my codes , or my account with anyone or subverted the system to generate codes faster than the 5 minutes in between. I fairly and within the rules gathered codes and placed them on a sweeps credit request. 
  I have done this for past few years and always have been in compliance , it seems as Im being targeted because I write a lot and they are truly holding to their legal responsibility to provide a free way to enter for free to stay legal. 
  Ive spent many hours and money to write the entires as well as spent my own money over the years to play on their site.  I would appreciate someone would actually look at my account and see Ive been in good standing and my history and there should be no reason why I was deactivated
  

  Business Response

  Date: 01/29/2024

  The complainant was made aware of the ongoing status of their account via communication dated 14 November 2023. To ensure he ongoing protection and security of our platform we are unable to provide any further detail around our decision. As the customer has provided no further information relevant to the complaint, we consider this matter closed.

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 20936665
  
  I am rejecting this response because:

   

  I have provided tons of information and these are generic responses and no real answers. Where are my thousands free sweeps coins that were mailed out months ago and never credited yet conveniently my account was deactivated. Accused of voliolating rule 3.3 but yet they have provided no proof of that or answers. This seems highly suspect and illegal considering that have to adhere to sweepstakes laws and arent or at least not providing proof of any wrongdoing by me 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:11/29/2023

  Type:Order 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.

  They are not tryin to payout my winnings every time I send proof of a address account number etc. I been trying for the last 4 or 5 day to verify my information

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair 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.

  I won 2 **** pots and I have verified all my information several times through the app through the web and through email including biometric. They are refusing to pay me my prize money wi c h started out at over ****** dollars . They keep my profile status as needing to process but tell me it isn't verified and to reverie

  Business Response

  Date: 11/27/2023

  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: 12/02/2023

  I fell asleep with my balance over ******* when I woke there were text messages taking place that I wasn't even involved in but it was between me and the automated service or technician. I never even had my phone in my hand . The balance went to zero and I figured they were just placing it on my card. I still have never reviewed my winnings yet. 

  Customer Answer

  Date: 12/06/2023

  Ok I'll wait to hear the out come

  Business Response

  Date: 12/15/2023

  We note that the customer has successfully completed our verification process and is now eligible to redeem Prizes. Additionally, a member of our relevant team has sent a correspondence to the customer's registered email address with the results of our investigation.

• Initial Complaint

  Date:11/28/2023

  Type:Sales and Advertising 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.

  My real cash money kept disappearing I asked support about it and they deactivated my account with what money I still had in my account

  Business Response

  Date: 12/10/2023

  We are still in the process of investigating the customer's complaint and will contact the customer with the outcome of our investigation upon its completion. 

  Customer Answer

  Date: 12/10/2023

   
  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,
  
  *******************