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:08/08/2025

  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.

  While playing the Wild Honey Casino slot game in the high limit area of the Double-Down Casino app, the grand Jackpot was won which was an amount close to 21 Billion chips. The game was paying out the jackpot to me, and the game disconnected during payout. Once the game reconnected, I went back into the game and had not received my payout. Keep in mind, none of the other webpages, or devices I had disconnected from the internet, and I had been playing the DoubleDown casino app for two hours with no problems until I hit the grand jackpot and thats when it disconnected as well. This has happened in the past and they always say they are investigating but always come back and say nothing is found. Its unfair for people to spend large amounts of money and the. Finally win only to have DoubleDown casino say they are investigating and nothing is ever found. It seems as though the customer is always made to be wrong regardless of the fault of the casino disconnecting only when jackpots are won. If they truly looked at my account they would see the grand jackpot win and the payout being interrupted. The selfishness of this company has already manifested in a previous payout they were forced into by law and now it seems as though many people are being disconnected once a jackpot is won. I am not asking for anything that isnt owed to me. I am willing to work with DoubleDown to fix this but that begins by giving me what I truly won. As a disabled Veteran who fought for the rights of free will and companies to even profit, I find it highly irregular for this company to act as if everyone is lying and they cannot find any proof. I am asking for my rightfully won chips. I am also asking for the method used to investigate my account as well because the win shouldve been reflected on my account t if it was truly investigated. I was asked for a screenshot and I dont know how that wouldve been provided during the disconnection when it was u expected.

  Business Response

  Date: 08/10/2025

  We apologize for any frustrating experience. It sounds as if you were disconnected from the game. To minimize disconnects, please play on a stable Internet connection whenever possible. Wi-Fi is generally much more reliable than 4G/5G, but we suggest trying both to determine the best connection for your location. If you are having ongoing difficulties such as crashes or disconnects with any app, there are basic troubleshooting steps that should help with the majority of issues. Please review the article on our *********** for detailed instructions:
  
  Basic troubleshooting steps for iPad/iPhone/iPod Touch: ***********************************************************************

  We hope this helps but please reach out to our DDC Support Team going forward so we can investigate.  

  
  
  
  

  
  

  Customer Answer

  Date: 08/10/2025

   
  Complaint: 23719745
  
  I am rejecting this response because:

  the internet connection wasnt the problem because I was connected by lan which is hard wired and nothing else disconnected from the internet **** as my tv, iPad, or anything else.  It happened after I hit the grand jackpot and if you look on the internet its happened to thousands of people worldwide.  Your response didnt mention how or when I will get the prize that was won.  Your investigation department doesnt do a very good job and thats according to one of your employees that work there. Your responses never address any problem on your side it just blames the customer for the problem.  This is poor business practices and assumes you have no liability at all.  Didnt the class action lawsuit teach you anything about humility and not disregarding the customer.  I will not let this go until some concessions are made for me to get my winnings.  Your company never admits fault and this time I will not let this go until you do the right thing.
  
  Sincerely,
  
  Reignsupreme Woodie

  Business Response

  Date: 08/20/2025

  Hello and thank you for reaching out with this issue. We understand that missing out on a Jackpot would be frustrating - those are one of the most exciting parts of the game! After reviewing your past tickets, it appears that we raised this concern with our development team who confirmed the Jackpot was received successfully to your account after all. Sometimes it's easy to miss as you balance will be fluctuating with every spin and wager. We hope this helps. 

  Customer Answer

  Date: 08/23/2025

   
  Complaint: 23719745
  
  I am rejecting this response because:
  
  First of all that is not the truth.  The investigator said they were having a hard time investigating and couldnt verify if I received it or not.  He even sent me *********** chips because of it SO IF I GOT THE PAYOUT THEN WHY SEND ADDITIONAL CHIPS AND SAY YOU COULDNT FIND THE ********  There was no thorough investigation and even your *** on ******** said it happens a lot and then deleted the post when I asked if I could use it in my case concerning the payout.  Others seen the post and said it had happened to them as well.  You would not have sent free chips to me if I received the payout but from your own admittance you couldnt find an error, and the *** said they was sorry for the inconvenience which means they couldnt verify I received my payout.  Why is your company fighting not to give me the payout I won instead of having me go through this when I have been a costumer for years and spent a lot of money using your app?  If you were an honest company you would give me the payout because I know its on my account data or you wouldnt be able to investigate the error so either way your response is dishonest by your own admittance in the attachments from my case on record within your app.  Do the right thing and give me the payout I won.
  Sincerely,
  
  Reignsupreme ******

  Customer Answer

  Date: 08/28/2025

  The payout I seek is the game chips I won when I hit the grand jackpot.  The payout was ************** video game chips.

  Business Response

  Date: 09/09/2025

  Thank you for following up on this issue. It is understandable that missing out on a Jackpot would be frustrating - those are one of the most exciting parts of the game! After a thorough review of your account and ticket history, it appears that we have addressed your concern to the best of our abilities. We have had our developers review your game play and determined that an error did not occur. Unfortunately, disconnections are a natural part of online game play. We can only offer troubleshooting steps that should help resolve any issues:

  Basic troubleshooting steps for iPad/iPhone/iPod Touch: ***********************************************************************
  
  

  I am happy to see that your Ambassador also provided a gift of *********** free chips in good faith of the issue. We hope this is helpful and wish you the best of luck in the casino.

   

  *********

  Mgr of CS

  
  

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23719745
  
  I am rejecting this response because:
  
  The fact that you said developers researched my entire account and found nothing is your company being dishonest.  Why does giving me what to won seem so hard for you to do???  You have many complaints about this same thing happening and instead of you fixing it or giving me what I won fair and square, you choose to still deny and say your developers researched my whole account from start to now.  I am not letting this go until the get what is owed to me.  I am a disabled Veteran and will will fight this tooth and nail until you give me what  won fairly.  Fighting for this country was an honor but its not an honor to be treated like this from a company that already had to pay thousands of consumers real money for their dishonest practices.  Ive done some checking and there are thousands more that experienced this and Im not letting it t go, so promise you that.  Pay me what is owed on r you will continue to hear from me on every platform possible and I will post all of this in every ************* that I belong to and talk to my MAGA representative about the dishonesty and map treatment of your customers and Veterans.  I will not let this go until Im paid what I am owed.
  

  
  Sincerely,
  
  Reignsupreme Woodie

• Initial Complaint

  Date:06/15/2025

  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.

  they don't want to give refunds when their games are knocking out a person from playing, i did get 1 refund for $110.64 and now they are mad and blocked me from playing. it's not fair, i didn't complain about all the other times i lost coins i let it go. so if they want to discriminate me for getting 1 refund but did allow me to buy recently after the 1 refund .i erased my emails from them but the last 3 $110.64 i want back, game play did malfunction i asked for another refund and was declined. since when does a game app charge taxes ,it's deceiving. it says $99.99 but charges tax , i don't feel it's right. anyway they need to refund me and i will never try to play there again. I believe some of the games on there are rigged, for $110.64 or it might be $110.14 or so and no games pay or give bonuses and goes within 20 minutes.

  Business Response

  Date: 06/15/2025

  Dear *****,

  We apologize for all the difficulty you had with your purchases. If you could reach back out to ****************************************** we would be happy to investigate what happened in this instance. In general, if a purchase is delivered, the chips were played, a refund will be denied as the items were granted and used. Taxes are stated on the invoice prior to confirming the purchase. Please connect with your financial institution if there were errors with the charges to see what their dispute process is. We hope this helps! 
  DDC Admin

   

   

• Initial Complaint

  Date:04/24/2025

  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 played a game called Halloween fiesta today. I had a total free game with of 160million 60k. It only paid me $59million. I have screenshot proof and support is giving me the run around. Theyre saying nothing is wrong with my win. I need my winnings ****. This is absolutely ridiculous

  Business Response

  Date: 04/27/2025

  Dear Sammyjo,

   We appreciate your report regarding one of our games. We are happy to say that it has been resolved and you received your full payout. Sometimes it takes us a bit longer to process these requests as our developers operate in another timezone and we need to connect with them that an error occurred. We're grateful for your patience and glad this has been fixed up for you and our players.

  If there's anything else we can help with, please let us know.

  DDC Admin

• Initial Complaint

  Date:02/07/2025

  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 was playing a slot game and I answered a phone call. When I returned to the game my bet had changed from 1 million to 200 million (max bet) which I didnt realize until I had lost 600 million chips in seconds. There was no notification when the max bet button was triggered and no pop up to confirm you want to bet that much. They have also suspiciously placed the max bet button next to the spin button so it can easily be hit by mistake. I cant help but think that these things were deliberately incorporated into the game in the hope that players would unintentionally trigger the max bet button and lose millions of chips. I contacted customer service and was given back 200 million chips but was told if it happened again they would not fo anything. The ************************************ cost over $100. This needs to be investigated and fixed so more players dont become victims of this fraud.

  Business Response

  Date: 02/09/2025

  Dear *****,

  We apologize for any trouble you had while playing in the casino. 
  I'm glad to see that the Ambassador team was able to reimburse you for chips on 2 separate occasions in January and February. Your feedback is important to us and we hope to make Max *** improvements in the future. While it can take many months of planning and weighing different factors, we are actively striving for positive change. Your suggestions help shape that. We hope this helps.

  Customer Answer

  Date: 02/09/2025

   
  Complaint: 22914265
  
  I am rejecting this response because your software is designed to enable users to inadvertently hit a max bet button so they lose millions of chips and i was told you would not reimburse victims who are victims of this fraud.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/22/2024

  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.

  On November 15th I noticed that my daily play bonus had dropped down to the beginning level of free coins. I contacted them and they claimed I didn't logon on 11/13 and so that dropped me back to the beginning. I sent them emails showing I had collected bonuses on 11/13. In order to collect bonuses, you have to log on and first collect your daily spin which is then multiplied by the number of days of consecutive play up to 25 days. That means I logged on on 11/12. I sent them screenshots and asked for the proof that they had for me NOT logging on. They now will no longer respond to me. This company rips off its players in many ways. I'm assuming this was done because I hadn't made a purchase in months and was just collecting my free coins everyday and using those to play. Attached is a screenshot of the email which clearly shows 11/13 at 6:39 PST as the date and time I got into the game.

  Business Response

  Date: 11/22/2024

  Dear *****,

  We apologize for the frustration regarding the reset of your daily streak on the Daily Wheel Spin feature. Unfortunately, our records show that there wasn't a login on 11/13 which caused the streak to reset. After careful review of the screenshots provided, we see that our promotional email for Free Chips was sent to your inbox on 11/13, but that does not indicate player activity within the casino. When there isn't a login on a specific day, you will not receive chips for your daily streak. I hope this is helpful. Take care and good luck in the game!

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22591218
  
  I am rejecting this response because: You provide no proof that I didn't log in, yet I provided proof that I opened the email and clicked on the offer of free coins. I will make sure to complain to everyone and every outlet about you. I will no longer participate in your rip off schemes, because this isn't the only one. Go to h*** and steal someone else's money and time.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/15/2024

  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.

  On the 12 of July I spun the wheel on Double Down got 85 total I then bought a ***** purchase cost me almost *****. I then started to play within 6 minutes I for some reason lost it at a ****** spin. I waited for a hour and got another free spin again another 85 total. I thought that maybe purchase another time and they may give me a proper amount. No !!! Spinning again and losing in another 15 minutes. **mething is wrong here. I thought about it all day and now I'm missed off. Because the only thing in a spin you get nothing I realized this is what they want me to do. I've losted over ****** in a month. Can you please find out what they are doing to make us buy? Forgot to say they sent me a 3x a few times. Ty ** Much

  Business Response

  Date: 07/15/2024

  Dear *******,

  We regret to hear that your experience has not been what you had hoped for recently in the casino. We can understand it is very frustrating when you feel like you are on a prolonged losing streak.
  
  We can assure you that the odds are always the same for all players. Our games are built using a carefully designed mathematical model, and each is guaranteed to pay out at a specific average across all players over time. The odds of getting any particular outcome do not change from one spin to the next.Wins will ebb and flow similar to a real life casino experience.

  Our Customer Support team is available to assist when anything like this comes up. Please reach out to ****************************************** and allow us to assist you.

  
  We wish you lucky future spins!
  
  

• Initial Complaint

  Date:04/25/2024

  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.

  while playing on journey stage won a large amount of coins on the game then it clicked out and didn't give me the coins I won! which was a large amount ! Want the coins I won!

  Business Response

  Date: 04/25/2024

  Hi *****,

  We apologize for any frustration while playing Journey. In cases like this, it's best to contact our Customer Support team to look into the player activity and see if there's anything we can assist with. 
  We can be reached at ******************************************

  We hope to hear from you soon!
  
  
  

• Initial Complaint

  Date:12/26/2023

  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.

  I spun the daily booster wheel and landed on 10 M. However, I was only issued $315k in credit. I took a screen shot (attached) and have gone back and forth with support and they refuse to acknowledge anything went wrong. How can that be when I provided evidence of my spin and credit? As a loyal PAYING customer, 10 M is like 10 spins for me but its the principle that they refuse to credit me with my proper win. I get the same, we dont see any issue on our end, excuse. Really? So explain why my wheel clearly says 10 M and I was clearly awarded only $315k?!

  Business Response

  Date: 12/27/2023

  Thank you for reaching out to DoubleDown Casino and we apologize for any frustration regarding the Booster Spin. Occasionally you will see a graphics display error but the verified correct amount of chips were awarded to your account properly. If there's anything else we can assist with, please let us know.

• Initial Complaint

  Date:11/01/2023

  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.

  On 11/1/23 my wife on ******** account "******************" was playing Blazing Lava Bomb. She had 2.3 billion chips when she started. A few minutes she came to my office and said she lost all her chips. She probably had the game on auto spin. She thought she was playing ******* at a time but instead was playing 200 million a spin. She is so upset that she said she was not going to play again. She enjoys the game. The same kind of thing happened to me once but didn't have that kind of score to play with. Is there any way to get her chip score back or a large portion of it

  Business Response

  Date: 11/01/2023

  Dear Mr. ***** *****************,

  Thank you for reaching out regarding this issue and I apologize for any trouble you experienced.
  I regret, I wasn't able to find a related customer support ticket. Did you have a chance to reach out to our team yet as we would be happy to research further.
  Please contact our Customer Support team with the account's Player ID from your in-game profile so that our agents can take look and see what we can do!
  Our support team can be emailed at:
  ******************************************

  Please include your BBB message and details in the message and we will keep an eye out to assist. Take care in the meantime.

  *******, Manager Customer Support

• Initial Complaint

  Date:06/29/2023

  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.

  Double Down Casino purchase price of the two receipts attached below $99.99, amount charged $119.98. This has happened on several occasions. Sometimes the additional $20 is added on, sometimes not. I have reached out to Double Down requesting refund on several occasions, Finally received a response (not much of one) that says we are not responsible and you need to contact someone else. The purchase was made through Double Down, nothing on their site says you might be randomly charged additional fees. Requested a copy of my account and refund of all overcharges but just keep getting same form letter response. No person that I can find to reach out to.

  Business Response

  Date: 07/04/2023

  
  We appreciate your taking the time to provide a review on your experience playing our games; I am sorry for any frustration you may have experienced. It appears there was some confusion with the payment process. DoubleDown Casino is not a payment processor and therefore doesn't have the ability to provide refunds. We recommend reaching out to your payment processor ******** Apple, etc) for further insight into additional fees and charges as DoubleDown doesn't have access or any visibility into it.