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:31/03/2025

  Type:Customer Service 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 won approx $725 under a promotion which is being held until I complete my waging requirements. After several accumulated hours of playing, I went to check the balance remaining and realized that nothing had been registered. I reached out to their support as soon as I realized there was an issue, which was back on January 31. They told me there was a technical issue on their end and it shouldnt take long to fix. They refunded me $1.60 from frozen games but the issue still remains. Any new funds won from promos and free play just get added to this mess. No one is helping me resolve this and I am missing out on the opportunities being offered to me. This has been ongoing for two months. I last contacted them today only to be told that I am in queue and there is no time frame for this to be resolved and no one can update me on anything. One support *** even suggested they may have to clear my account completely and I may lose any winnings being held. This all just seems very unprofessional.

  Business Response

  Date: 02/04/2025

  We have emailed the player directly to resolve the matter. We apologize for any misunderstandings and hope that they are satisfied with the resolution. 

  Customer Answer

  Date: 03/04/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:24/03/2025

  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.

  On February 19th I received an email from PlayNow that said if I buy my lottery tickets online they would match the amount in dollars for me to play at their casino. I thought that was a fantastic deal so on February 21st I deposited $100.00 in my playnow account to take advantage of the special offer. My account # *****. I was going to purchase 2 combo tickets for ********* for 2 draws Feb. 21 and 25th. A combo tkt is 8 numbers with 10 extras at $50.00 each. When I went to buy the tickets online as this was what the promotion was all about - getting people that normally buy at the store to purchase online - anyway it was impossible to do. I do not have chat on my playnow for whatever reason - they are aware of it - even though I have a speech impediment I called and spoke to ***** in ********* at 3pm. The call took about 1/2 hour only to find out an employee of bclc had never heard of this combo ticket. How can that be - so of course she could not help me. I sent 3 emails to support@lottomax asking them to forward it to play now and they never had the courtesy to do that. Finally I found a form email for bclc and wrote to them what the problem was. They opened a file number ******** but would not help me due to privacy. I should call them. Not what I hoped to do with the speech problem. Anyway I wrote back and said you have the details - I had someone buy the tickets at the store so you didn't lose out and due to the false advertising I would like the $100 put into my account. ******* wrote back March 18 and said what I wanted to purchase the lotto combo is not available online. They have since changed their advertising to read ELIGIBLE (thanks to me complaining) If it had said eligible I would have checked before depositing the money. I am a senior that does not get out so I was lucky to get someone to purchase the tickets at the last minute. I have spent hours on this and deserve to have the $100 reimbursed.

  Business Response

  Date: 27/03/2025

  We have had a supervisor reach out to the player via email to better explain the situation, unfortunately I dont believe we will be able to come to an agreement on this matter.

  The player was advised in December, the last time they put through a complaint to the Better Business Bureau about a promotion, that we can only address general inquiries via email; for more specific issues, we require additional identifying questions to be asked and answered (either by chat or by phone) to ensure were speaking to the account holder and to protect the accounts security. Im not sure why the player no longer has access to chat, the feature is available on our website and mobile site 7 days a week/ 24 hours a day. The only exception would be during site maintenance or if a technical issue occurred. We would more than happy to investigate this matter further with them if they would like to do some technical troubleshooting. It is important to us that they have the option to use the communication tool that they are most comfortable with. 

  Please note, support@lottomax (or ********************************)is not an email address associated to BCLC or to ************************ which would explain why they did not reach us on their first three attempts. We apologize for any confusion they may have experienced; we are happy that they were eventually able to locate the correct email address via the online form on our website.

  Regarding the players concern that the specifics of the promotion changed, I went ahead and looked through all the iterations of our terms & conditions, as well as advertising, it has always read eligible ************************ Lottery games. We apologize that their preferred Lottery purchase of Combo Play is not available on ************************, we do however have many other Lottery packages available. Alternately, if the player has not yet spent their $100 deposit on other Playnow purchases they are more than welcome to withdraw those funds or any remaining amount of those funds back to their bank account at any time. Purchasing a Combo Play at a physical retail location does not meet the terms and conditions of the online-specific promotion. 

  As they have not fulfilled the terms and conditions of the promotion in question, we cannot provide them with the ************************ token that they are requesting. I would like to add that they were provided with a large token as a one-time gesture of goodwill the last time they escalated an incomplete promotion to the BBB.

  Customer Answer

  Date: 28/03/2025

   
  Complaint: 23101958
  
  I am rejecting this response because: AGAIN  -  you are caught in a lie.  You said all your material said ELIGIBLE  - well have a look - the one I got did not say eligible.  You only inserted that after my complaint.  That is what you call false advertising - anotherwards fraud and abuse.  I am still awaiting my ****** token as compensation for your error and my time which is now in the mutiple hours range.  As a senior I really don't need this extra stress.
  
  Sincerely,  *********** ****
  

  Business Response

  Date: 28/03/2025

  The terms and conditions have never changed. Players are responsible for understanding the terms and conditions of promotions prior to participating. The image that the player attached is from an email, there is a red hyperlink in there that should lead them to the promotion where there terms and conditions were laid out. It appears from the initial complaint that the player was fully aware of this as they recapped the promotion to the BBB:
  
  "On February 19th I received an email from PlayNow that said if I buy my lottery tickets online they would match the amount in dollars for me to play at their casino" and "When I went to buy the tickets online as this was what the promotion was all about - getting people that normally buy at the store to purchase online..."
  
  As mentioned in our first response, the $100 deposit that the player made to purchase online Lottery can be withdrawn if they have not spent on other games, they are not out funds in that capacity. They have not fulfilled the terms of the promotion and are therefore not eligible to receive the $100 casino token. We are truly sorry, but we cannot continue to provide large tokens to the player for promotions that they are not participating in properly. 

  Customer Answer

  Date: 29/03/2025

   
  Complaint: 23101958
  
  I am rejecting this response because: you have completely missed the mark.  My email as you can see says you will match in free play the amount of my lottery purchase.  No where in the terms and conditions does it say a COMBO ticket on Lotto Max is not allowed.  I had never purchased tkts online before so I would have no way of knowing that I cannot buy the same ticket online as I can buy in the store.  That is why I put my $100 into the account immediately with the promotion name given to me.  If I had known it was ELIGIBLE games like you now state in your emails I would have checked out what those eligible games were before I deposited any money.  The reason is of course I could have withdrew the $100 but that can take 3 - 5 days as per your website and the tickets needed to be purchased that day.

   

  You have not explained why your last message said that all your literature has said ELIGIBLE lottery when you clearly see the email sent to me in February did not say ELIGIBLE.  I look forward to my $100 token as not only have I suffered from your neglect in you not putting ELIGIBLE  in my email - I have saved you from hundreds of other people suffering in that you now use the correct verbage so you cannot be accused of false advertising.
  
  Sincerely,
  
  *********** ****

  Business Response

  Date: 31/03/2025

  The player needs to click on the link in their email to review the terms and conditions of the promotion (see links below). Full details were made available to them at all times, the player was aware of these based on their complaint to the BBB. This was was Playnow promotion for Playnow purchases, not a retail promotion for retail purchases, despite how the player chooses to interpret it after the fact. Reminder again that we are not holding the $100 deposit in their account, the player is not out funds. We have already provided them with gestures of goodwill in the form of tokens in the past, despite them not following the steps in a promotion. We cannot continue to provide compensation because they are chosing to interpret a promotion differently than how it is laid out. I am not sure how we can move forward on this complaint, there is no reason for ************************ to be providing further compensation, we have had a team leader reach out via email to try an explain this but they are not accepting the terms laid out. 

  Details of the promotion: 

  Sign up or Log in to PlayNow.
  Enter promo code for promotional period as outlined below on your MyPromotions page.
  Spend up to $1,000 on eligible lottery products during a promotional period (Includes Lotto 6/49, LOTTO MAX, BC/49, Daily Grand and Extra).
  Receive a Casino free play equal to the amount of your lottery purchases, up to $1,000!
  Please note the free play has a 30x wagering requirement.

  Full Promotion Details can be found here: *************************************************************************************************************
  Terms and Conditions can be found here: ***********************************************************************************************************************************************************************************

   

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23101958
  
  I am rejecting this response because: It all comes down to one word ********.  You list yourself as a MarketPlace Specialist.  How can that be?  Play now advised through our conversations at the Better Business Bureau that the word ELIGIBLE LOTTERY has been printed on every communication that they have ever sent out.  Now if you are a Specialist as you say you would know that that statement is incorrect.  How would you know?  Well I have attatched a copy of the email sent to me since day one of this conversation and there was no word ELIGIBLE  in that email going back to February when I received it and deposited $100 immediately trusting to cash in on my $100 free play.  You have noted I put the correct word in for the promotion.  I did everything right.

  The point is I never would have deposited the money had I known it was for ELIGIBLE lottery purchases without checking what those ELIGIBLE lottery purchases were.  Yes you say - no big deal - you could have cashed your money out.  Well it is a big deal for a 71 year old senior who had put that money aside for the lottery that had to be purchased that day.  I could not wait for a 3 to 5 day withdrawal as per your website.

  Whether you want to admit it or not since I brought it to your attention you have now inserted the word ELIGIBLE as proof of the email I submitted received in March.

   

  In a court of law you would definately be found guilty.  This procedure has caused me undue stress and time.  Going back to day one my time alone must be approaching 5 hours which is well over $100.00.

   

  I have decided as a gesture of good will that I will give in and accept a settlement fee of a $50.00 token.

   

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

  Business Response

  Date: 03/04/2025

  To the BBB, I am not sure how to proceed with this complaint. 

  The player is saying that they have followed all the steps of the promotion, they have not. Choosing not to read and understand the terms and conditions of a contest or promotion does not mean they don't exist. The player did enter the promotional code on ************************, they did deposit funds, but they did not purchase lottery on ************************ so they are not eligible to receive free play tokens to match their purchase. We are in no way holding on to their original $100 deposit, they are free to withdraw it, they are not out funds. 

  We have gone over something very similar with the player in Dec 2024 when they went to the BBB over a promotion. We provided a token as a gesture of goodwill even though the promotion was not completed correctly and we advised that this was a one time credit. 

  Could the player provide proof of purchase for the $100 retail combo tickets? Either the two tickets that match the dates in the complaint or a receipt either from the lottery terminal, the site's POS terminal, or a debit/credit slip, anything that would indicate that they did in fact purchase lottery for a $100 during the dates specified? We are open to reviewing this and potentially offering a smaller token to their Playnow account as a final gesture of goodwill. Regardless of the final outcome, going forward they will be responsible for understanding and following the Terms and Conditions of any promotion they wish to participate in as well as the rules and regulations of ************************. All terms and conditions can be found on our website, along with the Playnow Player Agreement that the player signed when opening their account with us. 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23101958
  
  I am rejecting this response because:  a) In December Play Now were guilty of the accusation - that is why they complied with the payout so don't listen to them sounding like ****** *******.

   

  In this case they are asking you not to believe your lying eyes - I have said at least 5 times now that never in my February email did it say ELIGIBLE LOTTERY.  I have provided proof of this.  On that particular draw I believe I won a free ticket and left the original with the retailer so no I do not have the original ticket.  i buy the tickets once a week so would be happy to upload the next purchase I make.

  I followed through with all the terms and conditions per my email last February.  PlayNow did not.
  
  Sincerely,
  
  *********** ****

  Business Response

  Date: 04/04/2025

  As requested in our last response can the player please provide proof of purchase of their tickets in retailer so that we can proceed?

  Customer Answer

  Date: 05/04/2025

   
  Complaint: 23101958
  
  I am rejecting this response because: I think they are incapable of reading my responses.  I did note that I am not in possession of that ticket purchased through a retailer on Friday February 21st after I found out previously that it could not be done through Play Now even though at that particular time they did not say ELIGIBLE lottery in their promotion to buy it on the website.

   

  I did however find that the ticket was purchased   by credit card that particular day and I am enclosing the charge from my credit card statement.  It was purchased at **********************. as shown.  You can check with them as they are your retailer why they don't show it was a Lottery Purchase.  I have other charges such as when purchased at Save On Foods it comes out on the statement as BC Lottery Corp.  Anyway this retailer at ********* would have the proof as I am sure they have very few individuals that buy the $50.00 Lotto Max with the extra numbers .

   

  Looking forward to 1/2 of my claim of $100.00 - $50.00 token put into my play now account.
  
  Sincerely,
  
  *********** ****

  Business Response

  Date: 08/04/2025

  I am really sorry but the credit card statement isn't proof of  lottery purchase, it only shows proof that the complainant spent $50 at a gas station which could be for anything. This also contradicts their original claim that they spent $100 on their retail lottery purchase. 

  At this point we have no proof of Lottery purchase in retail during the promotional period and based on their Playnow account activity we can clearly see no Lottery purchases there either. Without the Playnow purchase they are not eligible for the promotion, and without proof of a retail purchase we cannot proceed with making an exception.

  Please note that while the player keeps stating that the word "eligible" was missing from their email, it was not missing from the fine print or the terms and conditions. They are only sending a small snip of the full email, which clearly had links to click within it directing players to further details, the player was aware of these details as they mentioned them in their initial interaction to the BBB. Further to that, I would like to add that we are not required to use the word "eligible" in our emails; this was a Playnow promotion, for Playnow lottery purchases. Players are responsible to understanding the terms and conditions of promotions prior to participating. This player is not out funds and we are very sorry that they feel entitled to promotional tokens but we will not be reviewing this further. 

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23101958
  
  I am rejecting this response because:you did not even bother to phone your vendor to check if a Lotto Max for 50 was purchased that day.  I have enclosed an invoice from a few days ago with their phone number so you have it handy.  It is a low traffic place so I would be suprised if anyone else purchases a combo ticket like I do.  I take to heart that you would not believe me when I sent you a copy of the credit card charge - implying that I am lying which trust me I have better things to do.

  Of course you will not find any lottery purchases on my playnow account because I have never made one.  I was only lured into this nightmare when I got the email from you.  As to why I didn't just deposit 50 instead of the 100 that I did - simple - I wanted to take full advantage.  I was going to buy two tickets and have a 100 gambling token.

   

  As for the terms and conditions in my email there was nothing that said only certain games were valid and there was no mention of the word eligible.  I always read everything in detail and never would have deposited 100 had I known.  Now you say it was spelled out under the terms and conditions which is not true - Please send me a copy of that from the February email I received which I know you cannot do because it was not there.

   

  I have been nice enough through this all to reduce my claim from 100 to 50 so I look forward to your understanding and my deeply deserved ***** token
  
  Sincerely,
  
  *********** ****

  Business Response

  Date: 09/04/2025

  Thank you for sending additional information on the location, we do not need to contact them as we have access to all of their lottery transactions. I did take a look at February 21, 2025, there are hundreds of lottery purchases, many of which are of higher value. Apologies but we have no way to correlate any of those lottery purchases to your screen shot of a $50 credit card purchase, nor do we have a way to rule out that this credit card purchase was for something other than lottery. 

  I have added a screen shot of the full email that was sent out to our players. It is clearly marked from Playnow, the highlight area at the top will open a promotional landing page (I have also attached a screenshot of the ***** landing page, unfortunately we used the same URL for February so I can no longer access it but the only difference was that March was up to $1000 and February was up to $500). You will see it is still referencing Playnow and there is ample opportunity to click on FAQ options should anything be unclear. 

  I would like to make it clear that the term "eligible" is in reference to eligible games on Playnow, as you can see from the landing page it lists 6/49, Lotto max and so on but it does not include Keno which is a lottery game offered on Playnow. This means KENO is not eligible for the promotion. Eligible is not in reference to whether or not the promotion is applicable in store vs online. 

   

  Going back to the original email as well as the landing page, both have links to the terms and conditions for the February promotion that the player is disputing. I attached this before but would like to attach it again and encourage the player and the BBB to review: 

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

  Please pay particular attention to the part that states: 

  Promotion Conditions
  1. To receive a Buy Lottery Get Casino Free Play, an Eligible Participant must
  complete the following steps in order during the Promotion Period:
  a. login to your ************************** account;
  b. enter the Promo Code corresponding to the relevant Promotion Period (see
  above table) on the My Promotions page on **************************;
  Buy Lottery Get Casino Offer (Promotion)
  c. spend up to $500 on any of the following eligible ************************** Lottery games
  (Spend Requirement):
  i. in **: Lotto Max, Lotto 6/49, BC/49, Daily Grand & Extra; or
  ii. in MB: Lotto Max, Lotto 6/49, Western Max, Western 649, Daily Grand
  & Extra
  d. Eligible Participants will then receive a Buy Lottery Get Casino Free Play
  equivalent to the Eligible Participants total lottery spend during the Promotion
  Period, up to five hundred dollars ($500); and
  e. Buy Lottery Get Casino Free Plays have a 30x Wagering Requirement. See
  below for Wagering Requirement Rules.

  Customer Answer

  Date: 10/04/2025

   
  Complaint: 23101958
  
  I am rejecting this response because:  what you have attatched was not in the February email that you sent to me.  It is impossible to believe you no longer have access to the February terms and conditions.  In this day and age of retrieval you are talking to the choir.  Check with your tech experts - they can retrieve it.  Only problem is there is nothing to retrieve because what you sent was not there in February because obviously if it was I never would have put $100.00 into my account.

  Good to know you have access to the retailer I used back in  February.  You mentioned there are hundreds of purchases many of a higher value.  It should be very simple then just to concentrate on the $50.00 purchases and confirm that one was paid by credit card ending in 7156.

   

  After you have done that I will await the promised $50.00 token into my account.

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

• Initial Complaint

  Date:20/03/2025

  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 saw promoted across socials the game lightning auto roulette. When I went to play I am not able to! It doesnt even come up as an option. Ive brought it up multiple times in chat help, sent in screenshots, its been an open case for over 2-3 months and they still have not resolved. I finally had someone call me and ask technical questions about my devices ect and they provided me with a small token, I really want to play that game and feel like they arent doing enough

  Business Response

  Date: 28/03/2025

  We have emailed the customer the the correct information regarding the game after further investigation by the vendor and apologized. Compensation was already provided therefore we did not provide further compensation.

  Customer Answer

  Date: 28/03/2025

   
  Complaint: 23090426
  
  I am rejecting this response because:Playnow needs to be held accountable. The small token was issued for my patience in resolving the issue. I was told the issue was isolated to my account as there were other Saskatchewan account holders able to play the game. Playnow sent an email stating there was connectivity issues on my end which is why I wasnt able to load the game which is not correct. They later emailed back and said it wasnt loading for Saskatchewan players but it has been promoted as available since at least July 2024. My first noticed my inability to play in December. It had taken 3 months to resolve and compensation should be provided as it brings questions into the integrity of the game itself. Why were other players able to load and play but not my profile? I have attached a photo showing it has been promoted as available to Saskatchewan players.

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

  Business Response

  Date: 04/04/2025

  We have contacted the customer multiple times to address her concerns and provide updates. We sincerely apologized for the inconvenience and frustration caused by the incorrect information and the configuration error that prevented access to the game. A goodwill gesture was issued as compensation for the inconvenience. After further review with multiple team members and ****, it has been decided that no additional compensation will be provided. We are considering this matter closed and will not be engaging in any further communication regarding this issue. If the customer has any other inquiries or issues, we are happy to assist her.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23090426
  
  I am rejecting this response because:
  Playnow provided the token for my patience in the matter NOT for the technical failure of the game to launch, or for the false information I was provided for the reason of inability to play. I am appalled that the small token is all they are offering as compensation. Further compensation should be provided. This case is not resolved on my end and playnow should be held accountable for their actions. Why was I lied to about it being my connectivity or devices not allowing me to play? When it was supposedly Saskatchewan wide technical error? I do not feel valued as a consumer. Do better playnow. I will be expecting a response.
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The playnow gambling site went down for hours. Previously I placed several bets which were then unavailable to, boost cancel, settle, correct or even counter loosing bets! All the bets made were gone not suspended like the site was at the time. I could not access anything to protect myself. If this site goes done one and all should immediately be refunded initial bet(s) It's appalling!

  Business Response

  Date: 07/03/2025

  We have had a supervisor contact the player and provide tokens. This has been resolved on our end.

  Customer Answer

  Date: 10/03/2025

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:18/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On two occasions ******** offline blackjack specifically when net big and dealer had 6 and my chance to double the bet was voided mid game both times vs dealer 6 and chance to win 1000+ this must trigger their ai to scam bet and trigger void bet!!! As it would be impossible for player to trigger a void bet vs dealer ace it has to therefore be triggered by them or provider .and the craziest part they not allow game to continue . Just void bet . This is tens millions odds because I bet big so rare and both times Va dealer 6 when player has highest odds possible to win $1000+ is when they trigger it I requested inn go on the error codes to investigate and was denied information requested multiple times. They just state their policy is they are allowed to void bets and scam you basically ..

  Business Response

  Date: 18/02/2025

  I believe the player is referring to two technical issues/ prize disputes that they made in Summer of 2020 and Spring of 2021. They have several technical issues on their account, but only 2 that they have had excessive contact with us about. 
  
  Both instances were investigated thoroughly at our customer service level, escalated to our eGaming Application team, and then our eGaming Investigation team (as the player was citing integrity concerns), and then sent directly to the game vendor for review. Both instances came back from all teams as having experienced technical difficulties. In neither instance had the game progressed enough to determine the outcome as being a loss or a win. In scenarios like these, we refund the player their wager. 
  
  The player is correct, we have been sighting the terms and conditions to them as they refuse to accept that we cannot payout any hypothetical wins. The player has contacted us ***** times about this exact issue in the last 5 years. I am not sure how many other ways we can reframe that they are not entitled to a win that never occurred. 
  
  The player can reference section 3.03 of the Playnow Player Agreement  ***************************************************************************************************************
  
  It is also important to note that we have provided the player with technical troubleshooting tips in the past. It should be noted that Live Casino games on ************************ have higher minimum system requirements than other games on our site.

  I am not sure what the player means by "tens of millions of odds that they bet so big so rare" if there is something missing from my response to address that please let me know. 

  Customer Answer

  Date: 19/02/2025

   
  Complaint: 22954939
  
  I am rejecting this response because:
  There is 0 way for a player to cause error or void bet against a dealer ace. Or they could gain massive odds. Therefore its 100% playnow that does the rigging /error /void bet !! 
  Their entire claim is that they are random errors but error is never random its coded !!! 
  And any one with any understanding coding knows thisthere is specific triggers always.. and none are exploitable by player only playnow!! they never have given the  requested detailed information about the errors and the errors were only ever the highest possible win amount with the highest likely odds drastically in my favour to win both times this happened twice !!! statistically is one in many millions that it would error twice right when dealer has 6 and my chance to double and I bet huge which I did one in hundred only  

  this doesnt address the issue of why game cannot be continued even upon request It is an offline blackjack there should be 0 reason to have error unless programmed error to scam players 

   Im asking for the investigation into the coding because its impossible for a player to trigger its trigger by their ai that clearly triggers error rigging when player has maximum potential to win the most this is criminal theft of my potential winnings. I was not given the fair odds and my huge chance both times were stolen from me! 

  again you claim you did all these investigations but not thoroughly and give only basic answer about policy that allows you to scam and error people when they are mid win why dont you list the reason for errors then that your hiding  !!! And let me tell you Ive wager several millions other casino never error and no one else error.. 
  it is only playnow site and your provider 

  simply Your not providing fair odds because of intentional malfunctions ! 
   
  you cannot prove the errors are random and my experience is probably the best proof any player in history has your cheaters !!

  This game they allow people to bet ten thousand per bet on and still have it clearly they like the errors I would like to have them investigated and audited as far as all the cases where errors occur cause theres clearly pattern of stealing the highest chance of player to win and the most money you dont need to be a rocket scientist to know its not coincidence and not random . And is indeed a function of the code 

   

  Sincerely 
  
  ****** **********

  Business Response

  Date: 19/02/2025

  Can the player please advise of the date and time of the incidents that they are referring to so that we can address the issue more thoroughly? The two incidents that they have been calling us about repeatedly for 5 years, which we refunded, were for live casino, which is not an "offline" game and cannot be resumed. Most regular casino games on our site cannot be resumed either, however, we may be able to see the outcome depending on how far they got in the game. 

  If there are two other incidents that they are referencing, then they have not been brought to our attention. Depending on how long ago they occurred it may be difficult for us to open a new investigation with our vendor but we will do our best to assist. 

  We understand how frustrating interruptions like this can be, especially when youre in the middle of a game. We would like to assure the player that the integrity of our site is something we take very seriously. What they have been describing sounds like temporary network issue that interrupted their session. Network issues would typically be on the player's internet service providers side. The player is incorrect in stating that this cannot be triggered by something on their end. These types of interruptions are not intentional and are not related to the fairness or integrity of the games. 

  Because we are a Crown corporation, we operate under and are monitored by the Gaming Policy and Enforcement Branch (GPEB) and must adhere to the Technical Gaming Standards for *********************** (TGS5) document. Just to give you a bit of background information, Section 4.1.1 of TGS5 refers to technical integrity standards that BCLC meets with all software related to **************************. To ensure integrity, BCLC receives certification from a third party testing company for gaming software that may determine the outcome of play for both slot and table games. BCLC also undertakes internal testing, and both the third party certification and internal testing results are submitted to Gaming Policy and Enforcement Branch (GPEB). Gaming software suppliers also undergo a stringent registration process and background investigation by the Gaming Policy and Enforcement Branch (GPEB), which reports through to the Ministry of Finance in ***

   

   

  Customer Answer

  Date: 24/02/2025

   
  Complaint: 22954939
  
  I am rejecting this response because:
  They are liars the games were offline which should make glitch error impossible !and at minimum able to continue!!clearly it is coding to do this the code shouldnt do that and millions of odds it happens both times vs dealer 6 and chance to double and one in hundred hands I only bet big on clearly a pattern this is huge proof they rig scam error malfunction glitch players stratigically,,, they can claim its random but its impossible player to trigger and they trigger it perfectly when it has maximum benefit possible out of ****** games the 2 big bets with my odds being the highest possible to win were the 2 that error . This is one in millions odds unprobable they know this is common issue and should be investigated all their errors on big bets !! They may say its network error or something as a cover but this network error cant trigger by player therefore is by playnow or providers ai coding,.. to allow the network error when max benefit for them. 
  

  No detailed error info provided ever even after dozen request.

   

  they have restricted access to my account so I cannot provide the dates or even sufficient info for freedom of information request or other investigations from gaming commission. And have said they banned me from messaging or calling them even. 
  

  so I say I have to go to court especially if they continue to deny ..delay.. depose.. 

  No other websites have these malfunctions possible in their coding its unique to them and Ill have expert testify to that .. 

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

  Business Response

  Date: 25/02/2025

  Good morning, 

  We don't have any new information that we can provide this player that we haven't told them before. This has been ongoing since 2020, the player has not brought forward new details and they have not accepted any of the information that we provided them. Their games timed out, there is no way to have predicted an outcome so their ****** were fully refunded. 

  Since submitting their complaint to the BBB, the player's calls in to our support centre have become more frequent and more aggressive, as a result we have served them with a cease and desist order. 

  If the player requires account information they will have to submit an FOI request via our website, we cannot submit an FOI on their behalf. 

  Customer Answer

  Date: 25/02/2025

   
  Complaint: 22954939
  
  I am rejecting this response because

  clearly all they can do is lie illegally knowing they didnt time out as as I stated twice already they were both offline bets !!!
  but continue to spin lies because their caught red handed there is investigation required for this business stealing potential and not random but extreme probable winnings and continue to deny specific information requests required .

  i would like to propose investigations into their business especially due to the nature of other similar claims likely and because it can be substation 1000-10,000 $ bets that are being tampered with via bugs which is direct code.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:28/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding an unresolved issue with BCLCs PlayNow platform. On January 13, 2025, I signed up for an account and deposited $150. I was informed that the funds would be released within a maximum of 72 hours. However, as of today, over two weeks have passed, and the funds remain inaccessible.I have contacted PlayNows customer support multiple times, but I have not received any meaningful updates or resolutions. Each time, I am simply told to be patient with no further explanation or timeline for resolution. This lack of communication and action has been incredibly frustrating and has left me feeling misled.I am requesting BBBs assistance to ensure that BCLC/PlayNow addresses this issue promptly and either releases my funds or processes a refund. I believe their handling of this situation reflects poor customer service and falls below acceptable standards of accountability and transparency.Thank you for your attention to this matter. I am available to provide additional details if necessary.

  Business Response

  Date: 03/02/2025

  On January 29 we reached out to the player directly via email to explain that this issue was unfortunately on their financial institution's end and not ours. We also provided the player with an additional credit as a gesture of goodwill. 

  Customer Answer

  Date: 04/02/2025

   
  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.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:08/01/2025

  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 account with ******************** but it has been blocked for four years! The problem is that I have used 80 different cards for depositing fund and after twe years playing they suddenly blocked my account and have been asking to provide them the bank statement of 80 different cards that I have used! Now this request it's impossible for me to provide them 80 statements. Because must of the cards were prepaid and half of those were cards from my friend from different parts of the world and I don't have access to them. Now they find another excuse and they say me that they need two pieces of iD and I have my bc health card and snapshot of my phone bill and they say we don't accept the snapshot which is the only way I can provide my phone bill by the other way .anyway I need u help me to open my account with play now that I can buy my tickets from ********** regards K.radbin

  Business Response

  Date: 09/01/2025

  We are only requesting information on debit and credit cards from financial institutions, not prepaid cards. The player is aware of the Playnow Player Agreement, which they would have agreed to at the time of their account being set up: 

  4.06 Account Holder or Authorized User
  For all deposit methods involving an issuing financial institution (e.g., debit card, credit card, Interac
  online,PayPal, and online bill payments), you must be the primary account holder, or an authorized user
  recognized by the issuing financial institution. On request, you must provide BCLC with such information
  and documentation as BCLC determines necessary to enable BCLC to verify your status as the primary
  account holder or authorized user with the issuing financial institution. If you fail to comply with these
  obligations,BCLC may close your Account and you forfeit all rights to the balance in your Account.
  
  Until such time that the player complies with the requirements under 4.06 and confirm his ownership of the cards his account will remain locked.

  In regards to the secondary ID/supporting documents (phone bill) that the player is referencing, as per the requirements laid out by Playnow, the document must reflect:

  Legal Name
  Current physical address
  Date within last 90 days
  The document may be submitted in the form of a pdf, a fax, photocopy, scan, image or screenshot.
  All pages are not required provided it is current and includes required information. 
  Please note: The Player may choose to redact certain details on the document (For example, the cost of their cell phone bill). The original document must reflect all the required information (Legal Name, Date, Physical Address, Account **************************** that does not require a credit check or contract to sign up will not be accepted as Primary Supporting Documentation.

  Customer Answer

  Date: 30/01/2025

  Dear ******,
  This is ****** radbin ,regarding my complaint to ************************ they ask me provide them ************************************************************************** because the cards that I used to deposit from my own bank account are not existed anymore and I have switched my bank account couple years ago and for other cards that my family or friends from different part of the world they gave me to deposit i don't have access to those people and it's so complicated .so i can't provide them any bank statement but for proof of ID and my address i send you in attachment. I hope you help me to unblock my account at ********************.
  Best regards
  ****** radbin

  Business Response

  Date: 30/01/2025

  A reminder from our previous response, our ************************* is not seeking information on prepaid cards that were given as gifts at this time. The ask was for the complainant to provide information on the rightful ownership of the debit and credit cards used on this Playnow account. Players are only allowed to deposit using their own credit cards and debit cards, using cards from other people can result in permanent account closure. This is laid out very clearly in the Playnow Player Agreement. While I can appreciate that it may be a difficult to get information on closed bank accounts these financial institutions should be able to provide something from their records. 

  If the player has appropriate primary and secondary identification, as outlined in out previous response, they need to work with ************************ directly to provide this. We cannot accept it coming via the BBB. 

  This is not a matter of customer service, we are a Crown ******************** and we have to follow regulations outlined by **** and FINTRAC. 

  Customer Answer

  Date: 31/01/2025

   
  Complaint: 22782728

  Dear sir 

  I dont have access to 
  I am rejecting this response because:

  I don't have access to the bank statements and it's impossible for me to provide those bank statements.

  About my ID i have posted and sent enough ID so i need u unblock my account at ******************** asap.
  
  Sincerely,
  
  ****** Radbin

  Business Response

  Date: 03/02/2025

  I'm not sure that there is anything to add to this that hasn't been addressed already. 

  
  We requested ** and secondary ** from the player. The ** must adhere to the list of acceptable **s and formats, this is standard for all players when ** is requested, and is in accordance with our Player Agreement that the player agreed to when opening their account. The player is fully aware as to why our ************************* is requesting this **. 

  
  We requested proof of ownership of debit and credit cards used to make deposits on the their Playnow Account, this is in accordance with our Player Agreement that the player agreed to when opening their account. We are not requesting 80 different cards. Financial Institutions should be able to get this information for him, even in the event that the account was closed. The player is fully aware as to why our ************************* is requesting proof of ownership of these cards. 

  
  Until the player can fulfill our request, their account will remain closed. We cannot make exceptions for the player. Our processes are created using the regulations outlined by FINTRAC ******************************************** and in accordance with the Gaming Policy Enforcement Branch (GPEB) ********************************************************************** . 

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22782728
  
  I am rejecting this response because:i gave them my ID over 10 times I have BC ID and phone bill and bank statment with my name and current address that I have submitted and for the cards for the rescan that I have explained you it's impossible to provide the statement!! So if they don't want to give my right to access to the public website it's different stor..anyway why did they accepted those cards and money transfered to their account? No they discriminating and keeping my account blocked!!it's unprofessional. 
  
  Sincerely,
  
  ****** Radbin

  Business Response

  Date: 04/02/2025

  The last time this player's account had ID submitted was Feb 2022. We received a blurry image of a BC Service card which we cannot accept as the info on it is illegible. As secondary ID we received a mobile bill where the required info was cut off, so it is also not accessible. 

  The Playnow account associated to this player name/email address has not received repeat submissions of ID.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 22782728
  
  I am rejecting this response because:

  Dear friend,

  This is excuse becase to keep my account block . One more time i attack my ID my Phone bill and bank statment that all of them has my current name adderss on it. I want to ask you pls unblock my account asap! That i need to purchase my tickets and play kino there.

  appreciate
  
  Sincerely,
  
  ****** Radbin

  Customer Answer

  Date: 10/02/2025

  Dear ******,
  Thanks for your call. I'm sending copy of my bc ID and copy of my bank statement and the copy of my phone bill (phone bill is snapshot and is two pages) .
  Best regards
  ****** radbin 

  Business Response

  Date: 10/02/2025

  Thank you. The player needs to submit this to our ************************* via the secure upload link. We cannot accept it via the BBB or any other 3rd party. I am not sure why the player is refusing to follow processes that have been laid out to him clearly by our support teams.

  The player still needs to submit proof that they are the rightful owner of the credit and debit cards used on their account before their account can be reopened. 

  Business Response

  Date: 13/02/2025

  Good morning, 

  
  I spoke with our ************************** they will be emailing a new secure document upload link to the player in just a few moments with instructions on what to upload and how (the player used the link in 2022, so they should be familiar with it). The player can also respond directly to that email if they have additional questions.

  
  They will need to upload their primary and secondary IDs (same as what they sent the BBB), as well as proof of ownership of debit and credit cards that we requested from them back in 2022. We can provide the list again, not a problem. They will have to provide proof off all of them, not just some. Financial institutions keep records, so while the player may need to put in some effort to get this information, it is not impossible, even if the accounts were closed in the last 3 years. We are asking for this in accordance with our Playnow player agreement that this player agreed to when they opened their account.

  
  Once we have all of this, the next steps will be to have the player speak with one of our Investigators or Game Sense Advisors regarding the threats they made to our customer service department on January 23, 2025. We take all safety matters seriously and want to ensure a safe environment for both our players and our employees. 

  Customer Answer

  Date: 13/02/2025

   
  Complaint: 22782728
  
  I am rejecting this response because:

  As I have told I can't provide them the proof of payment or bank statment of all those cards because that I don't have access to the owner of cards for some of them have died and some of them are in different part of the world and I don't have access to them and for my IDs sure il upload again my IDs but up to this moment I haven't received any link from playnow! I have never disrespected anyone at playnow costumer service and I need they give a proof that showes I disrespect anyone there! 

  Again I'm asking you because I'm on disability  please unblock my account that I buy my tickets and play keno there.

  
  Sincerely,
  
  ****** Radbin

  Business Response

  Date: 13/02/2025

  The player has just admitted that he used cards that he was not the rightful account owner of. This is in direct violation of the Playnow Player agreement. Account will remain closed indefinitely. 

  Customer Answer

  Date: 14/02/2025

   
  Complaint: 22782728
  
  I am rejecting this response because:

  I used the cards! why playnow accepted the cards? Why when I was depositing money they didn't stop me?this is discrimination! This is my right to purchase my lottery ticket online but playnow has trampled my right for four years. As I said I see generous people everywhere and if I ask them to borrow some money they would give me their cards to use it without any problem! So my question is that has playnow refund the money that I deposited from 80 different cards? Pls come down and relax and think! What have I done that u hang the phone on me and disrespect me? Money is flowing everywhere and by chance some of this money flow has fallen in to the playnow pocket. This is not bad it's like I go to casino with my friend and he gives me some money to play! Right? Now should the casino kicks me out because I didn't use my own money? Ok one more time I'm asking you pls unblock my account that I purchase my lottery ticket! im on disability with a punch of mental issues.

  Sincerely,
  
  ****** Radbin

• Initial Complaint

  Date:16/12/2024

  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.

  Urgent Complaint Against PlayNow Lottery Deceptive Practices, Unfulfilled Promises, and ************************* I am writing to formally lodge a complaint against PlayNow Lottery, a company that has continuously failed to fulfill its promises and deliver on its obligations to me as a customer. I am extremely dissatisfied with their deceptive advertising practices, their failure to honor promotional offers, and their appalling lack of customer service. This company has consistently misled me and shown a complete disregard for ethical business practices.Unfulfilled Token Promise: PlayNow owes me 20 tokens that have been promised to me for an extended period. Despite multiple calls to their customer service team, I have not received these tokens, nor have I been given any reasonable explanation or timeline for when they will fulfill this obligation. I have called numerous times and have been repeatedly told that the issue was "passed on" to someone else who would handle it, but there has been no follow-up or resolution. This is a blatant disregard for customer commitments.Deceptive Advertising and Promotions: PlayNow engaged in what I consider fraudulent practices by sending me targeted emails promising a sign-up bonus, as well as a "money-matching" promotion. I followed their instructions by depositing money into my account with the expectation that they would match the deposit and honor the promotional offer. However, I received absolutely nothing in return for my deposit, and there was no communication from PlayNow regarding why this promotion was not honored. This is a clear example of misleading advertising designed to deceive customers into making financial commitments under false pretenses.Unprofessional ***************** The lack of accountability at PlayNow is nothing short of infuriating.

  Business Response

  Date: 18/12/2024

  Can the player please specify which promotional offer(s) they have participated in that were not honoured by ************************ so that we can investigate whether they met all the terms and conditions? Additionally,can they please specify what $20 token they are referring to? We have reviewed the 5 most recent offers that they participated in, and they were all fulfilled. If a player does not complete a promotion in full on their end they will not receive the free play tokens for that promotion.

  
  If the player has specific advertising concerns where they feel mislead/deceived, we would like to review those as well or have an opportunity to address them to the BBB. Please note that the player receives targeted promotional materials via email because they opted in to them, we would be more than happy to assist them in unsubscribing from these promotional emails if they wish,alternately the player can do this themselves via their account settings. The player also has the option of not participating in promotions they are not comfortable with.

  
  We are sorry to hear that they are unhappy with our customer service, while we strive to assist our customers as best we can some technical issues do need to be reviewed by a more specialized team. Some technical issues, such as outdated devices, cannot be resolved by our technical team. Refusing to complete recommended troubleshooting will also lead to experiencing issues during game play. All minimum system requirements and basic troubleshooting can be found on our website and have been provided to the player in the past

  Customer Answer

  Date: 18/12/2024

   
  Complaint: 22688281
  
  I am rejecting this response because:
  This does not give me what I am untitled to. I demand my tokens which I have requested for months
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 20th I received an email from play now which said earn 100 in free games with World of games. I kept the email because I have had that offer before and planned to do it when I got paid end of November. I play $100 a month at playnow. So On November 27th approx 10pm I put 100 in the acct and then shortly after midnight began playing 5.00 per each of their 12 games to qualify for the 100. I put that in my promotions page before I started and it was accepted. To play the 12 games took me over 2 hours - to make sure you have the right game and make sure u put 5.00 minimum per game. I lost of course and continued to play the remaining ***** and also lost. Other than the promotion i only play a game called night life. So when the 100 was not there on the 29th i was going to send them a chat but no chat icon and then under chat it just keeps going in circles so I found a form u could fill out and did so explaining the whole situation and no answer. Sent a followup on Nov 30 as I had not received a reply. Then just by chance I found in my junk mail that they had replied and u can see why it went to junk mail in the picture i sent you with the 50 letters and numbers in the subject line. I had clearly told them i had no chat available on the site and i could not call because i have a speech impediment due to a recent cancer operation. In the two earlier replies they never addressed this issue just told me they could not help because of privacy I should either chat or phone. So on December 08th seeing they are tone deaf - do not even ready the forms they get I sent ***** a reply IN ALL CAPS explaining for the 3rd time no chat available, can't call because of speech impediment - don't care about privacy - and said you have that legally in writing from me to go ahead without privacy - I have attatched the email back from ***** - tone deaf - My confirmation of the 3 forms i sent 05750463/05751266/0762131 - just want my $100 as promised

  Business Response

  Date: 11/12/2024

  We have reached out to the player directly to resolve the issue regarding their promotion dispute, we would like to address their other concerns here.

  
  While we understand that phone support is not a viable option for all our players, we do need to run through identity questions to ensure that we are interacting with the rightful account holder. This cannot be done through email for privacy reasons. Despite Playnow being down for maintenance as shown in the players screenshot, our live chat was and still is available 24 hours a day, 7 days a week for those who prefer or require that option. We apologize if the player was experiencing issues getting through to an agent.

  
  We would also like to apologize if the reference number in our email subject line caused any confusion or frustration. Those numbers are used to attach a players response to their original cases for a quicker resolution; without them each response would open a new case/investigation in our ticketing system. Marking Playnow Support as a trusted sender should reduce our emails ending up in a junk folder. 

  Customer Answer

  Date: 12/12/2024

   
  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,
  
  *********** **** - Also I would like to thank you for the way you run your business - it should be a model for all businesses incl. BCLC.

• Initial Complaint

  Date:23/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm unable to access my playnow account because I'm locked out. When I live chatted with them a couple weeks ago they said they would send me an email with instructions on how to verify my account, which I never received. When I called them, they said my account is locked and there's nothing they can do and that they would send a message to the investigations team to contact me. Its already been 2 weeks and I've heard nothing.

  Business Response

  Date: 28/10/2024

  This investigation was started November 2023 with an email being sent to the locked account on November 6, 2023 requesting documentation to verify identity and ownership of financial instruments. We did not receive a respond from the player at that time. 

  In response to the player's request to the BBB to have the email resent, our Investigations team emailed the player a second time on October 23, 2024. To date we have not received the requested documentation. 
  
  The account will remain locked pending the completion of this investigation and confirmation of compliance with the associated Player Agreement. ***************************************************************************************************************