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:07/07/2025

  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 played borgata casino and deposited 50 dollars in 10 dollar increments. I was unaware that my 50 kept getting charged on top of 250 for each individual 10 dollar payment. I can not get your site to work for payments. I will pay a fee for the bounce but 250 is ridiculous.

  Business Response

  Date: 07/09/2025

  Please see attached document.  

• Initial Complaint

  Date:05/21/2025

  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.

   
  Complaint: 23353742
  
  I am rejecting this response because:when BancFirst helped Pavillion made no mention of checking with **************, now magically they claim they did with no offer of proof. Bottom line= I was cheated/stolen from me 200.00 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/03/2025

  Better Business Bureau Inc.
  Case Number: 23353742
  Consumer Name: ****** *****
  
  Dear BBB *************************************************************** is a third-party payment processor providing *** withdrawal services within casinos.? We received your correspondence and have reviewed the facts within our operating system.? 
  
  On 3/21/2025 an *** request was initiated at *** Terminal # L494243 at ********************* using an *** card ending in 2689.
  
  The transaction logs from the machine show that a quantity of twenty (20)bills in the denomination of twenty dollars each ($20.00) dispensed for a total of $400.00.
  
  Additionally, our organization confirmed with ************** that there were no balance errors within the *** on 3/21/2025.
  
  We thank you very kindly for the opportunity that was created to address your concern.? If you require any further assistance, please do not hesitate to contact us. 
  
  Best regards,  
  
  Pavilion Payments Gaming Services Inc.       
  Casino ****************** ********************
  **************
  

  Business Response

  Date: 06/13/2025

  Dear BBB *************************************************************** is a third-party payment processor providing *** withdrawal services within casinos.? We understand the frustration that you have expressed regarding your transaction.  The research that was conducted found the details below to be consistent with the known facts.
  
  On 3/21/2025 an *** request was initiated at *** Terminal # L494243 at ********************* using an *** card ending in 2689.
  
  The transaction logs from the machine show that a quantity of twenty (20)bills in the denomination of twenty dollars each ($20.00) dispensed for a total of $400.00.
  
  Additionally, our organization confirmed with Remington Park that there were no balance errors within the *** on 3/21/2025.
  
  The monetary levels in the *** are controlled by the casino, and if you feel that the documentation provided is not sufficient it may be best to speak to the casino regarding the transaction.  If you require any further assistance, please do not hesitate to contact us. 
  
  Best regards,  
  
  Pavilion Payments Gaming Services Inc.       
  Casino ****************** ********************
  **************

• Initial Complaint

  Date:05/14/2025

  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.

  The company actually reached out to me and resolved the issue this afternoon. Could I please remove or delete this complaint? I did not really give them time to properly respond but they have done so at this point. y that I have had some significant identity theft in my background and so I'm not even sure that they're denying me on actual information or what that individual did when they had my social security information. And since VIP Preferred doesn't say why or provide any information on who even to contact... I'm up the creek.

• Initial Complaint

  Date:05/09/2025

  Type:Billing 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.

   
  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. Thank you for your help!!
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/22/2025

  ****** ***** ***** ****************************** BBB CASE NUMBER: ******** Our Account Number: VIP Preferred Number: *********** / ******** Dear ****** *****, We are in receipt of your communication received on *****. 2025. Pavilion Payments Check Services, LLC. is a third-party payment processor that specifically provides check and electronic check (ACH) guarantee services to its clients. Consumers are able to enroll in our VIP Preferred Check Cashing Program that allows them to link their designated banking account to conduct ACH transactions with merchants utilizing our service. Consumers who successfully enroll in our VIP program are granted a seven-day, revolving check cashing limit. On 12.23.2024, the patron of record enrolled though our VIP Preferred Check Cashing Program and the following information was captured within our operating system: Name: ****** ***** Address: ************************************ Phone Number: X** X** 2844 ************ Name on File: ASTORIA FED SVGS AND LOANS On 12.23.2024, there was one transaction processed each for $500.00 through our organization and was processed through our VIP Preferred Check Cashing Program through SPIN PALACE CASINO **. Subsequently, our organization funded our client and debited the patrons designated bank account on file- ASTORIA FED SVGS AND LOANS per our Terms of Service. On 12.30.2024, the transaction was returned to our organization by ************************ as NO ****/UNABLE TO LOCATE. Our organization does perform risk mitigating screening when a patron enrolls into our VIP Preferred program in attempts to validate patron information. During this process, we did not receive any information that indicated any fraudulent activity or any associations with identity theft. Please be assured as of 05.22.2025 our risk management team was notified for further evaluation and assessment. All outstanding balances have been dispositioned as Fraud and submitted a request to our third-party recovery agency to cease all recovery efforts. Please be assured that there is no financial liability associated with ****** ***** and the VIP Preferred account has been closed. In addition, we have provided another attachment for your records explaining that this item has been closed as fraud.
  We thank you very kindly for the opportunity that was created to address your concern. If you require any further assistance, please do not hesitate to contact us.
  Best regards,
  Pavilion Payments Check Services, LLC.

• Initial Complaint

  Date:04/02/2025

  Type:Billing 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.

   
  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,
  
  *** ****

  Business Response

  Date: 04/08/2025

  *** ****
  *********************************************************************
  BBB CASE NUMBER: 23148111
  Our Account Number: VIP Preferred Number: *********** / ********
  
  
  DEAR *** ****,
  
  Pavilion Payments Check Services, LLC. is a third-party payment processor that specifically provides check and electronic check (ACH) guarantee services to its clients. Consumers are able to enroll in our VIP Preferred Check Cashing Program that allows them to link their designated banking account to conduct ACH transactions with merchants utilizing our service.  Consumers who successfully enroll in our VIP program are granted a seven-day, revolving check cashing limit.
  
  On 11.11.2024, there was an enrollment processed through our client ***********. In addition, the bank information captured at that time was-************** AND TR account number ending **********.
  
  On ********, there was one transaction processed and guaranteed by our organization for $2000.00 for our client ************ - AZ.
  
  Subsequently, our organization funded our client and debited the designated bank account on file- ************** AND TR per our Terms of Service. On 01.22.2025, the transactions were returned to our organization by ************** AND TR as ACCOUNT FROZEN.
  
  Our organization does perform risk mitigating screening when a patron enrolls into our VIP Preferred program in attempts to validate patron information. During this process, we did not receive any information that indicated any fraudulent activity or any associations with identity theft.
  
  Please be assured as of 04.07.2025 our risk management team was notified for further evaluation and assessment. Upon review, the outstanding balance was dispositioned as Fraud and further recovery efforts have ceased with our third-party agency. In addition, our organization has not reported any information to the three main credit reporting agencies as this is not a standard practice. Please be assured that there is no financial liability associated with *** **** and the VIP Preferred account has been closed.
  
  
  If you have any other inquiries, please do not hesitate to contact our organization.
  
  Sincerely,
  Pavilion Payments Check Services, LLC 

   

• Initial Complaint

  Date:02/03/2025

  Type:Billing 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.

   
  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,
  
  ******** ******

  Business Response

  Date: 02/10/2025

  Pavilion Payments Gaming Services **** (formerly Global Payments Gaming Services, Inc.AKA GPGSI) is a third-party payment processor.? We provide check and *** guarantee services to Gaming merchants that accept physical and electronic checks (ACH) for services throughout the ************** can enroll in the VIP Check Cashing Program which allows them to link their designated checking account to conduct transactions. These transactions are presented to the bank the following business day for payment. We received your correspondence and have reviewed the facts within our operating system.? 
  
  On 02.03.25,VIP Preferred received notification from ******* Online that a withdrawal in the amount of $100.00 was to be processed. The $100.00 withdrawal was processed within the VIP Preferred system to the bank on record for ******** ****** on 02.03.25.  Historically, we have seen that an ACH transaction can take up to 5 days to be accepted by the bank and posted to the patrons bank account.
  Bank on Record Last 4 of Account # Amount of *********************************************** 9624 $100.00 2/7/2025
  
  In an attempt to further assist the patron, we have assigned a dedicated manager to serve as a direct point of contact. Their contact information is below:
  
  Name: ******* ******, Senior Manger
  Number: **************
  Email: ****************************************************************************************************
  
  We thank you very kindly for the opportunity that was created to address your concern. If you require any further assistance, please do not hesitate to contact us.
  
  Best regards,
  Pavilion Payments Gaming Services ***

• Initial Complaint

  Date:10/23/2024

  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.

  Hi, I deposited ***** and ***** in increments of ***** each. The third party Pavilion has taken money out everyday for these amounts with extra $50.00 fees that equal now as of today ****** on top. They have overdrawn 1 account ****** and now is taken money out of another account for another $70 that I have on record with stardust casino and had overdrawn that account. I have been in contact with them several times about this and they dont do anything to stop it. All started October 17, 2024.

  Business Response

  Date: 10/30/2024

  ******** ***********
  131 Oberlin Ter.
  ********, *** 19446
  BBB CASE NUMBER: 22462768
  Our Account Number:  ******* and ********** -VIP Preferred Number: XXXXXXX0194
  
  Dear ******** ***********,
  
  Pavilion Payments Check Services, LLC. is a third-party payment processor that specifically provides check and electronic check (ACH) guarantee services to its clients.  Consumers are able to enroll in our VIP Preferred Check Cashing Program that allows them to link their designated banking account to conduct ACH transactions with merchants utilizing our service.  Consumers who successfully enroll in our VIP program are granted a seven-day, revolving check cashing limit. 
  
  On 01.01.2020, the patron of record enrolled though our VIP Preferred Check Cashing Program and the following information was captured within our operating system:
  
  Name:    KIMBERLY  KARIOFILLIS
  Address: **************************************
  Phone Number: X** X** 6145
  Email:  ***************************
  Current Bank Name on File: MERCK SHARP AND DOHME ***
  Current Bank Name on File: BRANCH BANKING & TRUST **
  
  On 10.15.2024, there were two transactions that were processed through our organization, each for $10.00.On 10.16.2024, there was one transaction processed for $20.00. These transactions were processed through our VIP Preferred Check Cashing Program through STARDUST.  In addition, we have included the transactional receipts within our operating system that were captured at the time of each transaction for review in alignment with the two returns received by our organization.
  
  Subsequently, our organization funded our client STARDUST and debited the patrons designated bank account(s) on file. On 10.18.2024, one of the transactions for $10.00 was returned to our organization by the patrons of records **************** AND DOHME *** as UN**LLECTED FUNDS.  On 10.22.2024, the transaction for $20.00 was returned to our organization by the patron of records ******************* & TRUST ** as INSUFFICIENT FUNDS. In addition, each returned transaction was assessed a $50.00 service fee per our terms and conditions. For your review, we have attached our terms and conditions.
  
  Per our standard operating procedures, both transactions and the service fees were resubmitted to the patron of records bank as representments.
  
  As of 10.24.24, 1 of the representments and its associated fee have now been returned to our office by the patron of records bank.  There is currently a balance of $10 owed for the transaction from 10/15/2024, in addition we have now waived the $50 service fee that was associated with the representment for this particular transaction.   Regarding the remaining transaction of $20 from 10/16/24 and its subsequent service fee that was submitted to the patrons bank, the patron can dispute the service fee with their banking establishment and once it is returned, we can waive the fee assessed within our operating system.  In the event the representment has cleared the patrons bank accounts, as a courtesy our organization can issue a refund for the service fee that was assessed. 
  
  In an attempt to further assist the patron, we have assigned a dedicated manager to serve as a direct point of contact. Their contact information is below: 
  Name:     ******* *****, Manger
  Number: **************
  Email:     ************************************************************************************
  

• Initial Complaint

  Date:10/03/2024

  Type:Billing 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.

  ************* responded that my complaint was a merchant dispute and they will not handle.   The transactions are listed as pre-authorized debits however no permission was granted to debit my account for anything additional outside of the original purchase price.  By titling fees as pre-authorized debits it rejects claims with the bank.  There is $1,700 in unauthorized debits on September 20th 2024 and I am asking the company to refund the fees on this date please.  Since they will not work directly with me I have no other options.   

  Business Response

  Date: 10/11/2024

  Additional document attached

  Business Response

  Date: 10/11/2024

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

  
  BBB CASE NUMBER: 22374432

  
  Our Account Number: ********************* -VIP Preferred Number: XXXXXXX9979

  
  Dear ******** ********,

  
  Pavilion Payments Check Services, LLC. is a third-party payment processor that specifically provides check and
  electronic check (ACH) guarantee services to its clients. Consumers are able to enroll in our VIP Preferred Check
  Cashing Program that allows them to link their designated banking account to conduct ACH transactions with
  merchants utilizing our service. Consumers who successfully enroll in our VIP program are granted a seven-day,
  revolving check cashing limit.

  
  On 07.11.2020, the patron of record enrolled though our VIP Preferred Check Cashing Program and the following
  information was captured within our operating system:

  
  Name: ******** ********
  Address: *****************************************************************************
  Phone Number: X** X** 5525
  Email: ******************
  Current Bank Name on File: CITIZENS BANK OF PENNSYLVAN
  Routing Number: *********
  Account Number: **********

  
  Between 09.13.2024 09.15.2024 there were 19 transactions conducted for $50.00 each. These transactions were
  processed through our VIP Preferred Check Cashing Program through CAESARS CASINO & SPORTS PA. In
  addition, we have included the transactional receipts within our operating system that were captured at the time of each
  transaction for your review

  
  Subsequently, our organization funded our client ************** & SPORTS PA and debited the patrons
  designated bank account on file ********************* the next business day per our terms and conditions. All
  19 transactions were returned to our organization by the patrons of records bank ********************* as
  INSUFFICIENT FUNDS. In addition, each returned transaction was assessed a $50.00 service fee per our terms and
  conditions. For your review, we have attached our terms and conditions.

  
  Per our standard operating procedures, all 19 returned transactions were sent to the patron of records bank as
  representments. In addition, the service fees assessed were also sent as representments to the patron of records
  bank. To date, our operating system notes indicate that the representments have not returned to our organization and
  currently there is a zero balance.

  
  If the initial returns were sent back to our organization erroneously or were the result of some banking error, please
  provide us with any information from your bank and we can begin a process to refund the service fees that were
  assessed.

  
  We thank you very kindly for the opportunity that was created to address your concern. If you require any further
  assistance, please do not hesitate to contact us.

  
  Best regards,
  Pavilion Payments Gaming Services Inc

  Customer Answer

  Date: 11/06/2024

  there were multiple duplicate payment withdrawals from my bank account and *** reached out to the company to check into any issues on their end.,  The manager stated last week she would check into it however i have not heard back as of 11/6/2024

  Customer Answer

  Date: 11/06/2024

  ******** from Pavillion Payments responded today to my request and she was very kind and helpful.  We can consider this matter closed.  Thank you for your support.

• Initial Complaint

  Date:08/05/2024

  Type:Billing 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.

   
  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,
  
  ***********************

  Business Response

  Date: 08/15/2024

  ***********************
  ******************
  ***********************
  
  BBB CASE NUMBER: 22087524
  
  Our Account Number: ********** **********: *** Preferred Number: XXXXXX3279
  
  Dear ***********************,
  
  Pavilion Payments Check Services, LLC. is a third-party payment processor that specifically provides check and electronic check (***) guarantee services to its clients.  Consumers are able to enroll in our *** Preferred Check Cashing Program that allows them to link their designated checking banking account to conduct *** transactions with merchants utilizing our service.  Consumers who successfully enroll in our *** program are granted a seven-day, revolving check cashing limit.  As the *** processor,Pavilion Payments guarantees the *** funds that are utilized on the gaming sites.  Subsequently, if a transaction is not cleared by the bank upon initial presentation Pavilion Payments will attempt to recover the funds used from the consumers bank on file. Any transaction that must be recovered will have an additional fee included at the maximum allowed by the consumers state of residence.
  
  On 07.20.2023 the patron of record enrolled into our *** Preferred Check Cashing Program,through the online site Borgata.com.  At the time of enrollment with the *** Preferred option to complete an *** transaction, the Terms of Service is provided to the consumer.
  
  Between the dates of 7.11.2024 and 7.16.2024 six (6) *** transactions were completed:
  
  Site Name Date Amount
  Ballybet.com - ** 7/16/2024  $ *****
  Borgata 7/15/2024  $ *****
  Borgata 7/13/2024  $ *****
  Borgata 7/11/2024  $ *****
  Playstar Gaming 7/11/2024  $ *****
  Ballybet.com - NJ 7/11/2024  $ *****
  
  
  Each transaction listed failed to clear the bank upon initial presentment to the bank, causing the collections recovery process to activate. Each transaction has been resubmitted to the bank for payment with an additional $35.00 charge as allowed by the state.  
  
  In lieu of the most recent correspondence received through the BBB portal, please be assured that in the interim, we have ceased all recovery efforts and have waived the $35.00 service fees that were assessed and placed the claim in our dispute queue to allow for the consumer to further research and review with their banking establishment.
  
  We thank you very kindly for the opportunity that was created to address your concern.  If you require any further assistance, please do not hesitate to contact us.
  
  
  
  Best regards,
  
  ***************************
  
  Direct Phone Number: ************

• Initial Complaint

  Date:03/01/2024

  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.

  I was at the casino on March 18, 2023. I tried to withdraw 200 dollars from the *** machine and it did not give me the money, however, my debit card was charged. I made a claim to my bank and they denied this investigation. I want to know what is going on.383078144290214 *** CARD 8292

  Business Response

  Date: 02/29/2024

  Thank you for contacting us and sharing your recent experience.  ************************** does not own or operate the *** machines located on property.  They are owned and operated by Pavillon Payments who can be contacted here: ********************************. Please reach out to them to resolve your issue.

  Business Response

  Date: 03/12/2024

  Better Business Bureau Inc.
  Case Number:  20096871
  Consumer Name:  *****************************
  Merchant ID number:  **********
  
  Dear BBB Customer Relations Advocate,
  
  **********************, formerly known as Global Payments Gaming Services, is a third-party
  payment processor. 
  
  On March 18,2023 at 8:59 pm PT, patron ***************************** initiated a transaction at *** terminal LK40408 in the *************. This transaction was an attempt to pull funds from the patrons savings account using their Debit Card ending in ##****.  This transaction was declined by the bank as an Ineligible transaction.
  
  Subsequently at 9:00 pm PT, patron ***************************** completed a second transaction attempt using their checking account with the same Debit Card ending in ##****. The *** logs and balance confirm that the transaction was approved and paid out by the ***, in the amount of $200.00 USD paid out as One (1) $100 dollar bill, and Five (5) $20 dollar bills.
  
  We thank you very kindly for the opportunity that was created to address the consumers
  concern. If you require any further assistance, please do not hesitate to contact us.
  
  Best Regards,
  
  Pavilion Payments Gaming Services formerly known as Global Payments Gaming Services