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:04/30/2023

  Type:Order 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 emailed you 3 times to no avail. You are quick to take my Money yet you dont answer. I emailed you because I thought I was hacked. You turned off and blocked my account. ******** is my account. I want to get unblocked and need to know how. I, ay level **** something, had a streak going and youve ruined all of that. Please advise how long you block someone and please unblock my account.

  Business Response

  Date: 05/15/2023

  Hello - we can see from our online ticketing system that you received response(s) with the last being on the 28th April  2023.

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  So on the 25th of April 2023 I went ahead and purchased coins from app and was playing till in the middle of the night of the 26th I purchased a bit more to be able to enjoy a day off with coins and be able to entertain myself that day. I had approximately about ********** million coins to be exact. The next day when I started to play I realized that it had taken away almost everything so I voiced concern to messages in app. Mind you not the first time it takes everything real quick the more you purchase the more it takes of course so you can purchase more. I am or was a VIP member. When I asked for a some bonus coins back the app went ahead and blocked me, so I went ahead and emailed them because I thought it wasnt right cause I still had coins left from my purchase with real money. I know that these are virtual coins never expecting money back obviously but they have been a mailing me that I was blocked because they think I have a problem cause I said I spend money enough so they based my financial issues by that comment. Now they say they wont reverse the blocking and wont be getting reimbursed for the money I spent and they kept my virtual coins. This is ridiculous and unprofessional since when is playing a game and spending your money how youd like a problem. I want either my money back or get unblocked simple as that. Thank you **********

  Business Response

  Date: 05/02/2023

  Hello - Thank you for contacting us. We can See from our online ticketing portal that you have a response to this on Thursday 27th April, 2023. 

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19991890
  
  I am rejecting this response because: I reject the response because they didnt give me a refund. They took just took it upon themselves to come up with their own conclusions about how I play after I had made purchases. There was no refund on their part knowingly I still had more than enough credits. I would like my account back and running. They took it upon themselves to make assumptions on my behalf their response was very unprofessional 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/09/2023

  Hello - thank you for contacting - our response to this is clearly laid out in the communication you have received on 27th April 2023 in accordance to Responsible Play guidelines.

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19991890
  
  I am rejecting this response because:
  There was just your assumptions and never clearly heard me out. You go by assumptions and didnt clearly hear out any of my concerns at all. You based yourself on what you think and not what the consumer requests. I never got a refund on any of the packages that were purchased $80 dollars to be exact. Like I asked give me a refund or just open my app back simple. With all due respect thats not a lot of me asking from your company 
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/25/2023

  Hello we refer back to our previous correspondence  - should you wish to discuss further please reach out to *************************************

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 19991890
  
  I am rejecting this response because they havent resolved the issue. They are coming back with same responses and no resolution. At this point I am not asking anymore for a refund just my account being reinstated just as simple. I have seen from complaints that they are able to reverse and reinstate accounts and thats all Im asking at this point. Its obvious that they dont want to give me my money back the only fair thing would just be to get my account back and running. Thank you 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/30/2023

  Hello - thank you for contacting, as explained in our correspondence regarding to your contact. We're sorry we can not offer a further resolution on this. 

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 19991890
  
  I am rejecting this response because: I would like a refund it was ***** dollars to be exact of that day that you decided to close my account with still money spent on the account. I think its only fair that I get a full refund of that day. It was spent money on your app that you refuse to reinstate I only want what is fair and that is a full refund 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/09/2023

  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.

  I purchased a stellar points package on 09.04.2023 at approximately 915pm ********** time on Lightning link. I used these points to obtain orbs in the starscapes orb sector and these orbs have me about 350 lightning lab cards. When I tried to open the cards, it said error and froze. I restarted the game and all my cards were gone with no extra coins added. I enquired about this and was told I should have taken a screenshot. I was then given a courtesy ***** coins which is less than what I would have received if I purchased the $30 coin package. I would like my money back as there was no resolution except to say that I should have taken a screenshot

  Business Response

  Date: 04/11/2023

  Hi - Thank you for contacting us. We had responded to your issue on the 9th April 2023. Thank you!

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19914832
  
  I am rejecting this response because: they never resolved my query and stated that I needed a screenshot of the error when it froze. Is a glitch/error not their responsibility so investigate?
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/17/2023

  Hello - Thank you for contacting us. In our response to you we had investigated the issue and informed you that all the reward points were correctly awarded which were a total of ******* points and additionally as a gesture of goodwill, 10 Million coins were awarded to your account, Thank you.

• Initial Complaint

  Date:03/30/2023

  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.

  So on the 29th of March 2023, I was in app playing and requested free coins due to being a VIP. I get it daily. Have been doing the same thing since becoming a VIP. (Obviously being VIP shows that *** spent a lot of money and time on the app over the years). So when requesting the free coins via in app support chat, I select the free coins tab that pops up after I send the initial request. Well anyway, I selected the responsible gameplay tab 100% by accident and had no idea, I closed the app and went about my business. When I went to play next; my account had been blocked because I didnt cancel the request. I recieved an email stating that I needed to make contact otherwise there would be a 1 year minimum block in place so I contacted support straight away. For 2 days, I have tried so many times to explain what happened and all I have recieved back is sorry this cant be undone you will have to wait thanks for understanding and I feel completely abandoned over it. My account is still currently blocked on all of PM apps and there has been no support from the support team at all in regards to the accident that I made. I dont believe that Ive been treated fairly and I am beyond frustrated that I am facing a 12 month ban because they dont want to lift the error.

  Business Response

  Date: 04/05/2023

  Hello, Thank you for contacting us. We have responded via email on Wednesday 5th April - **** luck at the slots!

• Initial Complaint

  Date:02/26/2023

  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.

  Well I've been playing this app for over three years and though it started out great I started buying coins at first no problem but about a year ago I started noticing that I wasn't able to win anything I reached out to support team and they told me "well your not playing for real money"I said I know that but I'm spending real money on fake coins and can never win anything I play long enough for them to disappear everything cost 30$ and up and was told "good luck" I've spent over five thousand dollars on this app and no one will do anything about it shoot I'll settle for half the money in coins just to be fair I really feel like I'm being scammed and that's not cool I hope something can be done I appreciate your time

  Business Response

  Date: 02/27/2023

  Hello, Thank you for contacting us. We can see that you were responded to by our online ticketing platform on 30th January 2023. 

• Initial Complaint

  Date:08/30/2022

  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 be was playing the game using a in game glitch that lets you re bet in the games the company makes ( all their Apps that are Slot Games) they sent me a email accusing me of using 3rd party apps that are against their TOS. And suspended then blocked my account .I send messages back telling them not happy about what they did and mad as h*** being accused of cheating. And with messages going back and forth they know I was not cheating but keep sending back once suspend a account you can not get it back. We all know thats a lie. Iv been accused without proof of cheating without them even taking full time to research whats going on. Was not cheating now being punished. And what about the money I have spent on the game over the years. I think I should be refunded. Also read fine print on the email they sent. Its claims illegal to share the email. Sure thats not true. I am going be posting to to show people how unfair I am being treated. I have never been banned from any game using a in game glitch. That a developers issue they should be able to detect and fix. Its not in anyways cheating. Id like to get them unblock my game. They had no right to block it.

  Business Response

  Date: 09/01/2022

  Hello, thank you for contacting.We can see that your complaint had been responded to on our online ticketing system, with the latest correspondence on 27th August 2022. 

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17798225
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  they have no right to accuse me of cheating and using other apps or scripts without proof. They just decided because I was winning on there games I was using them. I should not be banned and called a cheater without proof. I would like the block taken off my account. And at this point

  apology also from them, I am really upset over this. 
  Something has to be done.  Corporations cant keep harassing people without proof,

  on top of everything I also spent money on this Game over the years. Just to be treated like Im worthless because they assumed was using 3rd part apps. 
  

  if someone from BBB would like to me show how the in game glitch works on every slot app they have available to play. And how its not a 3rd party app or script its the game its self letting you redo you bet over and over again until yoj

  get a bonus I can show you

   

  this is a game developer issue they let slide by. Im sure they know the glitch is there and just cant or do not want to bother fixing. 
  

  again I was accused of cheating using 3rd party apps or scripts. I was falsely accused I do not use them. 
  

  I want ny account unblocked.  

  Business Response

  Date: 09/13/2022

  Hello, we have responded to the complaint on 13th September 2022 via our online ticketing system with reference to the  terms of service agreement.

• Initial Complaint

  Date:08/24/2022

  Type:Order 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.

  Hello I'm *************************** I'm a hard working father of 3 kids and over the pass 2 years this product madness casino charged me over ******* thousands dollars from. My account which is evey time they was charging just for nothing I had no knowledge of money being taking from my accounts I file claim reports so Many my bank didn't even want to deal with me when they knowing that with in 2 years every day they was charging money for noting pretty much they was stiling money with out my knowledge every one is turning them a** at me because I don't have money to handle this I'm supporting my family kids please I need someone to help me solve the problem I'm getting very upset with this so much stress I'm taking because I was sweating for all that money please I'm struggling thank you

  Business Response

  Date: 08/25/2022

  Thank you for contacting us - we have responded to your complaint via our online ticketing system on 25th August 2022

• Initial Complaint

  Date:08/19/2022

  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.

  The evening of 17th 2022 i was playing the CashmanCasino App, game was Happy Lantern, and i won big jackpots (points), and the game never paid the points, it just stalled for a long time. I have read similiar complaints now that this has happened to others :(, i submitted an inquiry to Product Madness the developer, request #******* & did hear back right away, but then nothing. No resolution, i have now emailed them several times since with no response. I took a picture of the winnings before i eventually closed my Ipad and sent the picture to them along with all the info they requested. Now no response back, no resolution. They need to honor the winnings/points.

  Business Response

  Date: 08/23/2022

  Hello, thank you for contacting us. We can see from our online ticketing system that your issue was resolved on 22nd August 2022. 

• Initial Complaint

  Date:08/15/2022

  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 have used this app for several years and have purchased in app coins to play more times than I like to admit, but I enjoyed it and was at level **** which is pretty high because it takes forever to complete a level. I recently experienced a couple charges on my account on a day I hadn't played so I inquired about the charges next thing I knew I was blocked and could no longer play. I have messaged them so many times and keep getting a generic email back with no resolve. I would like to be unblocked as I have spent a lot of money to get to the level I was at. I don't understand the customer service at this place because it is awful, and you get treated horrible for being a dedicated customer. Occasionally I have found errors in my billing, I have a 10 year old grandson who sometimes has made charges without me knowing it and I have reached out to see if the could reimburse me for them like anyone would I don't feel like I should be blocked from the game. I have rectified the problem on my end and feel like they should do the same. If you are a stand up company you have compassion and take care of your customers. My Game account ID is ******* I would appreciate being unblocked. Seems like I am not the only consumer that has had issues. You would think they would like to fix the problem.

  Business Response

  Date: 08/16/2022

  thank you for contacting us, we can see your complaint has been resolved by our online ticketing system. Good luck at the slots!

  Customer Answer

  Date: 08/16/2022

   
  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,
  
  *************************

• Initial Complaint

  Date:08/11/2022

  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 a faithful player for years and have purchased several coins in app. I disputed 2 charges that I didnt make and they blocked my account and told me to bad. I was on level **** so pretty high up there. This company is really crappy as far as communication. I didnt asked to be blocked I think with the company is shady and up to know good just take peoples money apparently. Please help solve this matter.

  Business Response

  Date: 08/16/2022

  Thank you for contacting us, we can see we have responded to your issue on Thursday 11th August 2022 and we still are  awaiting your response.