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:05/19/2025

  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.

  Product Madness Support claims that the slot machine games are random and a game of chance when the evidence shows quite the contrary. Because the user is not winning real money, ********************** is NOT required to be Random Number Generator certified. The games use missions to change the odds of slot machine games. Example: Mission: Win 350 times means that you wont win unless you buy more than $200 in virtual coins. Customer support misleads the users by telling them that the game is random. Its clearly not. Ive played their games for nearly 8 months on a daily basis and the pattern is very clear. I will be speaking to an attorney regarding their deceptive practices on their mobile gaming platforms.

  Business Response

  Date: 05/20/2025

  Thank you for contacting us. Please contact us at Product Madness Support <***************************************************************>

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23350611
  
  I am rejecting this response because we have had conversations from the in-app support options.
  

  Your customer service personnel blatantly lied to me with canned responses, saying that the game is random and a game of chance when you and I both know that the odds are adjusted depending on the active missions. Random Chance is not present when odds are being adjusted.

  I have made a request through the App Store for a total refund for ALL money spent on the fraudulent app, AND I have self-excluded from all Product Madness games.

  If you will grant a total refund for all purchases from Product Madness, I will not proceed any further with this dispute.

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

  Customer Answer

  Date: 05/28/2025

  I submitted a refund request through the App Store and they refunded all of my money. While the complaint is still valid and the company should be investigated for fraud, Im going to step away from this for now.
  
  I dont have the resources to bring a lawsuit against Aristocrat aka Product Madness at this time.
  
  I hope that someday someone will.
  
  They need to be placed out of business but since theyre a breadwinner for casinos, thats likely not going to happen.
  
  **** R
  

  
  

• Initial Complaint

  Date:05/09/2025

  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 have spend well over $500 on your lighting link game over the past few days and have had buggar all bonuses to show for it. The games are good to play but the bonuses are few and far between. I don't mind paying for coins but when your coins run out within minutes with next to no bonuses it's pretty pathetic. Account ID ********

  Business Response

  Date: 05/09/2025

  Thank you for contacting us. if you need anything further, please contact us at Product Madness Support <***************************************************************>

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23307495
  
  I am rejecting this response because there was no response to my email complaint just a thank you for contacting us.
  
  Sincerely,
  
  *** ****

  Business Response

  Date: 05/14/2025

  If you need anything further, please contact us at Product Madness Support <***************************************************************>

• Initial Complaint

  Date:03/23/2025

  Type:Delivery 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.

  Product Madness offers a Lucky spin for ***** on my ******* account. I paid for it at least 15 times. It always lands on the same amount of 11 million virtual coins. That's 15 times in a row. The company says that the wheel spin is random. HOW IS 15 IN A ROW FOR THE SAME AMOUNT RANDOM?

  Business Response

  Date: 03/24/2025

  Thank you for contacting us. We can see we sent you a response on the 24th of March 2025. if you need anything further, please contact us at Product Madness Support <***************************************************************>

• Initial Complaint

  Date:03/06/2025

  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 have been locked out of all Product Madness games, *******, Lightening ************* of Vegas. A message appears in the screen, stating that i have been blocked. Why?No explanation why, and its impossible to get a reply from any "support" As a customer who has not violated any policies, I would like to know what's going ***** a customer, any issues/concerns should be dealt with promptly by a business.

  Business Response

  Date: 03/11/2025

  Thank you for contacting us. We can see we sent you a response on the 11th of March 2025. if you need anything further, please contact us at Product Madness Support <***************************************************************>

  Customer Answer

  Date: 03/13/2025

  Hi ******,

   

  I've tried to communicate with "Product Madness" about my 'blocked account' issue, with no success. I believe that I have been wrongfully blocked with no resolution to this issue. 

   

  I'm in *********, could you please let me know where I'm able to escalate this? 

   

  Thankyou in advance,

  *******

  Business Response

  Date: 03/13/2025

  Thank you for contacting us. We can see we sent you a response on the 13th of March 2025. if you need anything further, please contact us at Product Madness Support <***************************************************************>

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23028674
  
  I am rejecting this response because: the issue was unsolved and not corrected. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/21/2025

  Thank you for contacting us. We can see we sent you a response on the 21st of March 2025. if you need anything further, please contact us at Product Madness Support <***************************************************************>

• Initial Complaint

  Date:01/16/2025

  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 was playing the Game Golden Century on their Lightening Links Casino App. I hit the three flag bonus that awards you 6 free spins. During those free spins, I hit the 6 ball bonus, and one of those ***** wasthe ***** Bonus ball (120+Million)! Well, at the end of the bonus, it NEVER awarded me thw ***** bonus ball!

  Business Response

  Date: 01/20/2025

  Thank you for contacting us. We can see we sent you a response on the 17th of January 2025. if you need anything further, please contact us at Product Madness Support <***************************************************************>

• Initial Complaint

  Date:01/11/2025

  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.

  This company and especially the lightning link app have a high rating hence why I used them.Problem is that they get that rating by making sure everyone has a really good win within the first week, when you get that win a windows pops up saying "are you having fun, please rate us" and of course most people rate them high because of the big win. Once they realize it's just a scam (that no one seems to do anything about) they just leave but cannot remove the high rating they gave.That will be the last time you get a decent win and the minute you start complaining about how much it cost versus the return (remembering that it is only a game) you will lose continuously. They reply to most messages/complaints with the standard reply of "please get in touch with our support team" who will do nothing as it is all AI and no real people to talk with.Most times you will get false pop *** declaring so and so just won a jackpot (normally from the game you just left). How do I know it's false, the same names appear over and over? How is it possible that 1 person can win 5 grand jackpots in 1 ************ for the in game missions and the lab, that is where they rip you off the most, for example, get 4 wins of 5000 credits to collect 750 points. You will get the first 3 pretty quickly but the 4th will cost you way more than you win. And the **** no one will ever win it's major prize, all those that play will understand what I am talking about.Remembering it is only a game and no money is paid out or awarded, how do they make over $750 million last year?All to do with a review system that enables them to scam people legally apparently.

  Business Response

  Date: 01/13/2025

  Thank you for contacting us. We can see we sent you a response on Nov 10, 2024. if you need anything further, please contact us at Product Madness Support <***************************************************************>
  
  

• Initial Complaint

  Date:01/03/2025

  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 made a $129.95 purchase for a deal in which you receive one spin on a wheel that offers two tiers of winnings. The outer wheel is a coin prize ranging from 188* to 2.1B coins. The inner wheel is a prize of other in-game rewards, such as individual orbs, from 65K to 125K stellar points, or 10* lightning points. *y spin resulted in a win of 195* coins and 10* lightning. I received the coin prize immediately, but not the lightning prize. When I contacted them in-game about the issue, their response was The 10* reward in the inner circle of the special wheel corresponds to a 10-minute lightning multiplier, not 10 million lightning points. This means that for 10 minutes after spinning the wheel, any lightning points you earn will be multiplied, rather than receiving a lump sum of points immediately. This response is deceptive and wrong on several levels. The * designation clearly represents millions in every other element on the wheel, which one sees before making the purchase. To claim after the fact that it represents minutes, or mutton ***** or anything else is blatantly misleading. It is also a prize that is worth nearly nothing. The multiplier is simply a 50% boost of whatever points are earned in that (very short) time period, and which can be earned by completing missions that themselves take time, which makes the prize of almost no value. In addition, a win of 10* (million) lightning points would have been an excellent prize, granting additional coins, boosts, and orbs, as well as increasing the bonus tier, which would have increased timed bonus spins for about a week. In summary, I was deceived into making an expensive purchase, thought I had made a jackpot spin, and was brushed off with a wholly deceptive explanation when I inquired about the result. ******************.

  Business Response

  Date: 01/03/2025

  Thank you for reaching out to us. Unfortunately, we couldnt find any correspondence from you in our system with the details provided. To help us assist you further, please contact Product Madness Support at ************************************* and include all the relevant information regarding your complaint. Well be happy to investigate this for you.

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22761498
  
  I am rejecting this response because:
  
  Follow-up screenshot of my user settings page with my username and user ID.

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

  Business Response

  Date: 01/08/2025

  Thank you for reaching out to us. Unfortunately, we couldnt find any correspondence from you in our system with the details provided. To help us assist you further, please contact Product Madness Support at *************************************************************** and include all the relevant information regarding your complaint. Well be happy to investigate this for you.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22761498
  
  I am rejecting this response because:

  Its a lie.

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

• Initial Complaint

  Date:01/02/2025

  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 purchased a coin package on the premium lightning link APK app. Then tried to purchase the wheel to win more coins which offers orbs coins and stellar points. They continue to ask me for a transaction number that was emailed to me as I was charged twice and did not receive coins for 2nd purchase but they took the money. When I told vip help that in the premium APK app emails are not sent so there is no transaction information at all. It is frustrating trying to get this situated. Not sure why I am able to receive emails on the private web store as well as the ****** lightning app but not this APK app. I'm wondering how many times this has happened to me now. Emails of every transaction should be provided after each purchase no matter what platform is used. A receipt should be available and they are not available through your premium lightning link APK app. Why is this? Why can you now provide me with an email of all my purchases with each transaction number for this APK app

  Business Response

  Date: 01/03/2025

  Thank you for reaching out to us. Unfortunately, we couldnt find any correspondence from you in our system with the details provided. To help us assist you further, please contact Product Madness Support at ************************************* and include all the relevant information regarding your complaint. Well be happy to investigate this for you. 

• Initial Complaint

  Date:12/03/2024

  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.

  **Report on Unauthorized and Fraudulent Transactions****Date:** December 2, 2024 **From:** ****** ******* **Subject:** Unauthorized Transactions Related to Specific Products and Casinos This report is submitted to formally state that any and all transactions associated with the following products and casinos are deemed unauthorized and fraudulent:- **Product Madness**- **Lightning Link Casino**- **Heart of Vegas Casino**- ********* Casino**1. **Unauthorized Activity:** A detailed examination of transaction records indicates that all transactions related to the aforementioned products and casinos lack proper authorization. There is no evidence of consent from affected users.2. **Fraud Indicators:** The transactions demonstrate patterns that are consistent with fraudulent activities, including irregular transaction amounts and frequencies that deviate from normal user behavior.3. **User Reports:** Numerous complaints from users have been logged, highlighting unauthorized charges linked to these products and casinos. These reports further validate the assertion of fraudulent *********** light of the findings, it is concluded that any and all transactions related to Product Madness, Lightning Link Casino, Heart of Vegas Casino, and ******* Casino up until this date are unauthorized and fraudulent. Immediate action is required to rectify these issues.I sought to resolve this matter directly with the company; however, in response, they restricted all my communication channels and terminated all accounts associated with the purchases in question, including those utilized through ******** and other platforms.Furthermore, I was informed through my involvement with a research group known as Product Madness Insiders that any and all purchases related to gameplay would be regarded as complimentary in exchange for my consumer feedback It is imperative for relevant authorities to review this report promptly take necessary action Sincerely, ***************************

  Business Response

  Date: 12/03/2024

  Thank you for contacting us. We can see we sent you a response on 3rd of December 2024 date. if you need anything further, please contact us at Product Madness Support <***************************************************************>

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22631011
  
  I am rejecting this response because: As a former participant in the Product Madness Insiders program, I have provided the same review on multiple occasions when explicitly prompted for my feedback regarding the customer service experience. I communicated this feedback to both the Insiders team and the mobile support staff while I still had access to the game. Prior to being blocked, I inquired whether the company would honor the refund policy outlined in their terms and conditions, specifically regarding the refund of the last ********************************* the last 14 transactions made on my account. Unfortunately, my inquiries were met with silence and what I perceived as bullying, rather than any formal investigation or outreach from a customer advocate to address my concerns.
  
  I have attached evidence of my official submissions to them, as well as proof of my membership in the Product Insiders customer review coalition. In light of the ongoing and seemingly irreconcilable conflict on this platform, I propose that we resolve this matter through alternative means. Should the Better Business Bureau advise me to do so, I am willing to retract my initial case. Otherwise, I believe that further responses may be more appropriately addressed by legal counsel. I wish to formally declare that the statements made herein are accurate and truthful.
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 12/17/2024

  Subject: Request for Guidance on Complaint Resolution
  
  
  I hope this message finds you well. I am writing to express my concerns regarding the lack of communication from Product Madness in response to my initial complaint, which I submitted prior to reaching out to the Better Business Bureau. Despite my attempts to resolve these issues directly with the company, I have encountered significant barriers, including the disabling of all my accounts on various devices, effectively preventing any further communication.
  
  
  Given these circumstances, I believe it is important for the Better Business Bureau to recognize my complaint as valid. It is my understanding that the company has not responded in a timely manner, and the issues I raised warrant serious consideration.
  
  
  I would appreciate your guidance on how to proceed from here. The notice I received indicates that there are actions I can take, but I am unclear on what those actions entail beyond the response I am providing today.
  
  
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  
  Sincerely,  
  Jordan

• Initial Complaint

  Date:10/09/2024

  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.

  Subject: Deceptive Practices in *******, Heart of Vegas, and Lightning Link To Whom It May Concern,Im writing to express my deep concern over the practices within your games: *******, Heart of Vegas, and Lightning Link. While its stated that no real money can be won, the problem lies in how these games are designed to exploit peoples vulnerabilities, especially those who may struggle with gambling addictions.Initially, the gameplay seems fair and enjoyable, but the moment real money is spent to purchase virtual coins, the entire dynamic changes. It becomes abundantly clear that the games are rigged. Wins become scarce, bonuses hard to come by, and it seems almost impossible to get the kind of return that was shown during the free gameplay. For instance, it can take tens of millions of virtual coins just to hit a bonus round, only to receive a pitiful payout in comparisonlike spending 60 million coins and winning a mere *******. This pattern is not only frustrating but feels intentionally designed to push players into continually purchasing more coins in an endless cycle.Your company is catering to individuals who may not be aware of how addictive this system is. These games prey on the hope that spending just a little more will eventually lead to a bigger win, but its clear that the odds are stacked against players in a way that feels unethical. While you do provide a disclaimer that no real money can be won, the virtual nature of the game doesnt change the fact that real money is being spent, this needs to be settled in a court of law I have seen multiple complaints online where players raise these same concerns, and yet every time, the response from your company seems to be the same generic message, offering no real solution or acknowledgment of the problem.Something has to be done 2 address the rigged games and the manipulative practices your company employs . I urge you to take this matter seriously & provide a real response. cc ftc, cfpb, ****

  Business Response

  Date: 10/11/2024

  Thank you for contacting us. We can see we sent you a response in April 2024. Refund requests are handled by the app store through your device. For more information on refunds through iOS or Android please visit https://support.productmadness.com/hc/en-us/sections/200676834-Purchases and select the applicable platform. If you need additional support, please contact us at Product Madness Support <[email protected]>

  Customer Answer

  Date: 02/04/2025

  I was offered a refund that I never received. They advertise themselves as free-to-play or risk-free while employing aggressive monetization tactics that coerce users into purchasing virtual currency or credits. These tactics often mislead consumers into believing they have a fair chance of winning, even though the odds are manipulated by algorithms not subject to traditional gaming regulations. Lack of Consumer Protection and Transparency Unlike regulated casinos, social casinos and some online gambling sites operate in a legal gray area, avoiding consumer protection laws and fair gaming regulations. Many consumers invest large amounts of money into these platforms without any guarantee of fairness, refund policies, or proper dispute resolution channels. Manipulation of Gambling Algorithms There is growing concern that these platforms use undisclosed algorithms that intentionally limit payouts and manipulate win-loss ratios to encourage continued spending without clear disclosure of odds. Traditional casinos are required to adhere to strict payout and fairness regulations, whereas social casinos operate without similar oversight. These are not games of chance; rather, they are well-designed algorithms meant to deplete a user's virtual currency. The more one plays, the harder it becomes to win. Companies like Product Madness, a subsidiary of ******************, specifically design their systems to manipulate users and extract money unfairly. Because these platforms do not always fall under traditional gambling laws. Unregulated Transactions and Consumer Losses Unlike traditional casinos, where consumers can cash out their winnings, many social casinos do not allow withdrawals, creating a one-way financial flow where consumers continuously spend money with no opportunity for return. This e?ectively turns these platforms into a gambling system without any of the consumer protections found in legally regulated gambling establishments.
  

  
  

  Business Response

  Date: 02/10/2025

  
  Thank you for contacting us. We can see we sent you a response on the 7th of February 2025. if you need anything further, please contact us at Product Madness Support <***************************************************************>

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22401196
  
  I am rejecting this response because they offered me a refund and processed it. They give a generic response to all complaints.  When you get in touch with them like they ask, they block you.  Corruption  corruption  corruption  

  lawyered up  

  stay away from product madness and aristocrat leisure   
  

  contact ****** and gentile 

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