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:11/10/2025

  Type:Product 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.

  Hi, I purchased two tickets from Dice FM for $167.48 for the Synthony concert on August 20, 2025. I received an email informing me of the cancellation. I was also informed that a refund would be processed within 5-10 business days. I still haven't received my refund. I sent them several emails asking when I would receive my refund, but they replied that Dice FM had sent me an email and that if I didn't respond, they would close my ticket. I received no explanation and have yet to receive any information about when I will receive my refund. Dice FM customer service is not responding to any emails.

  Business Response

  Date: 11/14/2025

  Hi there,
   
  We understand the customers frustration, but due to ***** ******** recent Chapter 11 bankruptcy, we have been unable to issue any refunds for tickets purchased in the period prior to the filing date.
   
  We have remained in close communication with the debtor (***** *******) to secure authorization for refunds. We are working with the event organizer to reach a solution, one that is in accordance with the court orders and approvals. Under the terms of our ticketing contract, ultimate responsibility for refunds sits with the venue/promoter. This is also set out in our terms of business with customers: ********************************************************************************************************
   
  Were working to resolve this as quickly as possible and will contact anyone eligible for a refund by email with the next steps as soon as we have an update. In the meantime, you can find further information regarding the Chapter 11 proceedings here: *****************************

  Customer Answer

  Date: 11/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I didnt receive the refund, when I receive the refund, then case will be dissolved, but at this moment the claim is still not resolved.

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/18/2025

  Hi,

  There does not seem to be a follow-up question to this request.

  As we have stated, we are unable to issue any refunds for this cancelled event due to the Chapter 11 bankruptcy. The customer can find out more about this situation using the previously provided links.

  Furthermore, it is stated in our Purchase Terms, section 3.2.2, that "DICE will not be obligated to provide any refund unless (i) we are instructed to do so; and (ii) we are in receipt of the Refund Amount from the Event Partner." Therefore, we cannot currently be liable for the refunds for this cancelled event.

  Whilst we are unable to issue this refund, we sympathise with the fact that these can be frustrating responses to receive. As soon as we have an update that we are able to share with anyone eligible for a refund, we will be in touch. 

  Customer Answer

  Date: 11/24/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ********* *******
  
  
  
   
  
  

• Initial Complaint

  Date:11/04/2025

  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.

  I purchased tickets to an event through DICE, a little over 2 weeks prior to the concert I was informed that the tickets were changed to another venue. And then that my VIP ticket was knocked down to general admission with a gift as compensation. I requested to have my tickets refunded because this was unacceptable. I agreed on the purchase of my tickets at the original location and more importantly with VIP to be in a more secluded area with less crowd. I contacted DICE they informed me the event planner Avant was not authorizing refunds and their reasoning is because the concert was not postponed/cancelled. They instructed me to email Avant directly to dispute the tickets, which I did multiple times and received no answer to my email and no phone call back to the voicemail I left. I disputed the charge with my bank and they denied it because DICE said the same thing but did not mention that Avant is the event planner who authorizing the refunds and my bank stated they cant contact Avant because the merchant on the card is DICE. My tickets were $175.62 and when I checked the tickets after the change the new amount was $114.85.

  Business Response

  Date: 11/14/2025

  Hi there,
   
  We understand the customers frustration, but due to Avant Gardners recent Chapter 11 bankruptcy, we have been unable to issue any refunds for tickets purchased in the period prior to the filing date.
   
  We have remained in close communication with the debtor (Avant *******) to secure authorization for refunds. We are working with the event organizer to reach a solution, one that is in accordance with the court orders and approvals. Under the terms of our ticketing contract, ultimate responsibility for refunds sits with the venue/promoter. This is also set out in our terms of business with customers: ********************************************************************************************************
   
  Were working to resolve this as quickly as possible and will contact anyone eligible for a refund by email with the next steps as soon as we have an update. In the meantime, you can find further information regarding the Chapter 11 proceedings here: *****************************

  To touch on the final point, it is stated in our Purchase Terms that the price of a ticket may go up or down, but the fan will pay the amount shown at the time of their purchase.

• Initial Complaint

  Date:10/28/2025

  Type:Product 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 spent $136 on two tickets for the ***** trumpet show in August 2025. The show was canceled and in a notification that was sent it says that I was also issued a refund. See the attached screenshot. I've been in contact with them through email and I've got nothing but excuses saying I'll look into it and then they said something about the venue filed for bankruptcy after I had already sent several emails. I just want my refund it's been several months now. I want to know why I was such a notification saying a refund has been issued when no such thing has happened.

  Business Response

  Date: 11/14/2025

  Hi there,
   
  We understand the customers frustration, but due to Avant Gardners recent Chapter 11 bankruptcy, we have been unable to issue any refunds for tickets purchased in the period prior to the filing date.
   
  We have remained in close communication with the debtor (Avant *******) to secure authorization for refunds. We are working with the event organizer to reach a solution, one that is in accordance with the court orders and approvals. Under the terms of our ticketing contract, ultimate responsibility for refunds sits with the venue/promoter. This is also set out in our terms of business with customers: ********************************************************************************************************
   
  Were working to resolve this as quickly as possible and will contact anyone eligible for a refund by email with the next steps as soon as we have an update. In the meantime, you can find further information regarding the Chapter 11 proceedings here: *****************************

  Customer Answer

  Date: 11/14/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:10/28/2025

  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.

  Purchased 1 ticket for a music event on 10/22/25 for $45.03. I realized on 10/25/25, that I purchased a ticket for the incorrect location in **********. I reached out via the platform to request a refund in order to purchase the ticket for the correct location. Additionally, the refund page itself states:Select the tickets or extras for this event you want a refund for and well see what we can do.There was no indication that refunds were only available for sold-out shows before submitting the request. Given that the purchase was made in error and I am unable to attend or transfer the ticket, Im requesting a refund or, assistance transferring it to the correct event location.

  Business Response

  Date: 11/14/2025

  Hi there,

  We appreciate the frustration that this fan is unable to receive a refund for the ticket they purchased accidentally.

  However, it is stated in our Purchase Terms that we can only offer a refund in the event of a rescheduling or cancellation, or if the event sells out and their ticket sell on the wait list. When any DICE user creates an account, and when they purchase tickets, they agree to our Purchase Terms. You can see our refund policy here: *****************************************************************************************

  Outside of our Purchase Terms, we can only issue a refund with approval from the event organiser. The organiser of this event does not permit refunds, or swaps, for accidental purchases.

  Although we have been unable to issue a refund, we have suggested alternative options for their ticket, to help to find someone to take it off their hands.

  Customer Answer

  Date: 11/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  The business did not offer a viable resolution. While I understand the general policy regarding exchanges and transfers; however, this situation does not fit the typical scenario covered by that policy. I did not intentionally select the New Jersey event. The platform redirects with all of the same events, which can be confusing if you coming from a local previous site. I am not located in **********, do not have the ability to attend the event, and do not have contacts in the area to transfer the ticket to. Advising me to find a friend in ** is not a reasonable or practical solution.

   Again, the refund page does not imply this initially, it says Select the tickets you want a refund for and well see what we can do, with no indication that refunds are only granted for sold-out events. That information was only disclosed *after* the purchase and refund request, which is materially misleading.

   

  THe purchase was unintentional due to platform behavior, I was not able to attend or transfer the ticket,and the refund language was unclear at the point of request. A refund or transfer to the correct event would be a fair and reasonable resolution, which I am sure could be granted.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/27/2025

  Hi there,
  
  We understand the fan's frustration with not being able to receive a refund for the accidental purchase.
  
  However, it is stated in our Purchase Terms that we can only offer a refund in the event of a rescheduling or cancellation, or if the event sells out and their ticket sell on the wait list. When any DICE user creates an account, and when they purchase tickets, they agree to our Purchase Terms. You can see our refund policy here: *****************************************************************************************
   
  Outside of our Purchase Terms, we can only issue a refund with approval from the event organiser. The organiser of this event does not permit refunds or swaps for accidental purchases.
   
  Although we have been unable to issue a refund, we have suggested alternative options for their ticket to help to find someone to take it off their hands.
  
  We appreciate your understanding and thank you for bringing this to our attention.
  
  Best regards,

• Initial Complaint

  Date:10/21/2025

  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.

  I purchased tickets for the Illenium show at ***************. *************** went bankrupt in between the purchasing of the ticket and the show. While the show was moved to a different venue, I was not satisfied with the change as I paid to see Illenium at ***************. I requested a refund with DICE and they refused to offer me a refund. I paid to see a show at *************** and if I'm not getting a show at ***************, it is highly reasonable to be able to receive a refund since I am not getting what was advertised and I paid for.

  Business Response

  Date: 11/11/2025

  Hi there,

  In line with our Purchase Terms (*******************************************************************************************************), we can't offer a refund unless a show is cancelled, or the tickets are sold via the wait list.

  A venue change is not considered a rescheduling and we cannot guarantee refunds for this reason. Refunds for venue changes are at the event organizer's discretion.

  Although we were unable to issue a refund, we provided the fan with alternative options for their ticket. The wait list was activated and the fan was able to offer their ticket up to the wait list, or they had the option to transfer the ticket to a friend.

  Customer Answer

  Date: 11/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Hello,

  In the most respectful way possible, I do not care what the policy is. That may apply should the original purchase agreement have been met but I purchased a ticket to see Illenium at the *************** and my purchase was not fulfilled. This can be considered a breach of contract, not to mention unethical business practice. I understand that alternative options were provided. I put my ticket on the waitlist in hopes to avoid going through the process of obtaining a refund and filling a complaint. However, this does not change the fact that my purchase was not fulfilled. Whether I choose to take the alternative options or if the alternative options are satisfactory in lieu of what was purchased is my decision. 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,
  
  **** **
  
  
  
  
   
  

• Initial Complaint

  Date:10/16/2025

  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 was supposed to attend a concert on August 14 of this year and the concert was canceled therefore DICE the ticket Vendor said that a refund would be issued. However, after three months of consistent emailing the Merchant has yet to issue me a refund of $178 to me and to all my friends. So Im sure that this vendor has an issued any refunds to any individuals who bought tickets. They just keep prolonging it and making up excuses as to why they will not issue the money as well as the fact of ignoring a few emails.

  Business Response

  Date: 10/21/2025

  Good afternoon,

  we have received and accepted the user's dispute, and the payment provider should be sending an update shortly. In the meantime. Further information can be found in our *********** ************************************** or our Purchase Terms **************************************************************** to find further information. 

• Initial Complaint

  Date:10/14/2025

  Type:Product 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 bought tickets for two shows through the Dice app. They were at the ***************. The venue never opened. The tickets were set to be refunded. Total amount $312.92. I sent the help team my banking information on August 23rd. There have been no updates or refunds. Ive followed up several times.

  Business Response

  Date: 10/21/2025

  Good afternoon, 
  
  Currently, we are unable to issue any refunds due to Avant ********* chapter 11 bankruptcy. For any requests where a refund is possible, we have remained in close communication with the debtor (Avant *******) to secure authorization for refunds. We are working with the event organizer to reach a solution, one that is in accordance with the court orders and approvals. The user accepted credit. 
  
  You can find further information regarding the Chapter 11 here: *****************************

  Customer Answer

  Date: 10/21/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** ********
  
  
  
   
  
  

• Initial Complaint

  Date:10/07/2025

  Type:Product 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 purchased an event ticket from ************************* for an event scheduled on August 30, 2025. The event was cancelled on July 25, 2025, but I never received my refund.I first contacted ************************* on August 12, 2025, to request my refund. Despite multiple follow-ups, they have not issued it. The last message I received from them was on September 1, 2025:Thanks for getting in touch. Im sorry it took so long to get back to you, but weve been receiving a higher volume of requests than usual in recent weeks. Apologies for the delay in getting the refund to you. Were working closely with the event organizers to arrange refunds for all fans as soon as possible. Once confirmed, youll receive an email with the refund details. We appreciate your understanding here, and please let us know if we can help with anything else.Since then, I have received no updates and no refund. It has now been several months since the cancellation, and it appears ************************* has no intention of issuing refunds.

  Business Response

  Date: 10/21/2025

  Good Morning, 

  We have responded to this fan and explained that we are unable to provide a refund in line with our terms.

  Currently, we are unable to issue any refunds due to Avant ********* chapter 11 bankruptcy. For any requests where a refund is possible, we have remained in close communication with the debtor (Avant *******) to secure authorization for refunds. We are working with the event organizer to reach a solution, one that is in accordance with the court orders and approvals.

  You can find further information regarding the Chapter 11 here: *****************************

  Customer Answer

  Date: 10/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is a ridiculous response. This company collects money from their customers and declines to refund them when their shows are canceled. Saying this is part of their terms of service is basically saying they can steal without consequences. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/11/2025

  Hi there,

  We understand the customer's frustration, but due to Avant ********* recent Chapter 11 bankruptcy, we have been unable to issue any refunds for tickets purchased in the period prior to the filing date.
  
  We have remained in close communication with the debtor (Avant *******) to secure authorization for refunds. We are working with the event organizer to reach a solution, one that is in accordance with the court orders and approvals. Under the terms of our ticketing contract, ultimate responsibility for refunds sits with the venue/promoter. This is also set out in our terms of business with customers. 

  However, the customer disputed the charge for their tickets and this dispute was accepted by DICE, which means they will receive the funds back from their card issuer directly.
  
  You can find further information regarding the Chapter 11 proceedings here: *****************************

   

  Customer Answer

  Date: 11/13/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** *********
  
  
  
   
  
  

• Initial Complaint

  Date:09/30/2025

  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.

  Today is Monday, 9/29/25.On 3/28/25, I purchased tickets for four events of the ************* The Residency tour through DICE. For each show, I purchased 2 VIP and 4 General Admission tickets (6 total per event). The scheduled dates were 5/4/25, 7/3/25, 8/24/25, & 10/19/25. All four events have been cancelled and confirmed cancelled. DICEs own policy states that refunds will be issued if an event is cancelled or postponed. Despite this clear obligation, they have failed to return the money owed.I have only been refunded for the May 4 and July 3 events. I was forced to dispute one of the last two events (either 8/24 or 10/19) directly with my bank. One event remains completely unresolved, with no refund issued. This is not a simple delayit is DICE knowingly withholding consumer funds. The information of the cancelled events released months ago! Their repeated excuses are unacceptable. They deflect blame onto the event organizer going out of business, but that is irrelevant. I paid DICE, not the organizer. DICE was the merchant of record and processed the transactions. It is DICEs responsibility to return consumer moneyhow they fund the refund is their problem, not mine.This is not an isolated case. Every ticket holder for these events is still waiting for refunds. DICE is engaged in a widespread scheme of stalling, misrepresentation, and financial misconduct. They are using consumer funds as interest-free loans, refusing to honor their refund policy, and exploiting customers who trusted their platform. This behavior constitutes fraud, theft, and deceptive trade practices.Desired Resolution:I demand an immediate full refund for the undisputed amount of $1600. I also request that the BBB formally investigate DICE for systemic fraud and deception. I am ready to join a class action lawsuit against DICE, and I know many other ticket holders would do the same. Consumers cannot allow a company to continue exploiting thousands of people without accountability.

  Business Response

  Date: 10/14/2025

  Good Morning, 

   

  I can see that this has been handled via our team already, with managers already looped in. I can see the fan has also already received a refund in this case. 

   

  We will be keeping this case closed on our side. 

   

  All the best, 

  DICE

• Initial Complaint

  Date:09/29/2025

  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 am writing to formally request a full refund for the tickets I purchased for Tiesto at *****-******* on October 18, 2025. My purchase included not only admission, but also a center venue experience / villa backstage package / state-of-the-art venue amenities, which was a significant part of the value I paid ****** you are aware, the venue has since filed for bankruptcy and never opened. The event is now being moved to a different venue or being cancelled. While I understand the attempt to relocate, this is not the product I purchased. The experience and contractual value were tied specifically to *****-******* Relocating the event to another venue constitutes a material change to the agreement and does not fulfill the terms of my purchase. I did not consent to, nor do I accept, a substitute performance at another location.For this reason, I am requesting a full refund of my four tickets I purchased on April 24, 2025 for $1361.68

  Business Response

  Date: 10/17/2025

  Hello,

  The status of this TISTO 3 NIGHT TAKEOVER event is still going ahead, so we cannot issue a refund for any tickets. The event is still happening at the same venue, but a different space within it, so this is not considered a substantial change.

  The event organizer has not approved refunds for this reason, and DICE sends tickets on their behalf, so we need to abide by their decision.

  Best,

  DICE Team