ComplaintsforPlaynow

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a user of ************************ for online gambling. Currently I have $500 in cash in the website, earned from a cash buy-in of $20 over two weeks ago. I have met all the requirements of their website to be able to withdraw that amount, as I have done before, but it is not allowing me to do so. I have reached out to their customer service twice about the issue, and it has not led to me being able to withdraw my funds. It has been over two weeks now that I have had the funds qualified to be cashed out. It feels incredibly predatory as it is very easy to input money into the website, but no possibility to withdraw.

  Business response

  17/09/2024

  Hello BBB, 

  Please see communication sent to the player below. Since sending player has not responded. 

  Thank you, 

  BCLC

   

   

  Hello ****,
  
  Thank you for your patience while we investigated your reported issue.
  
  I am following up with you to let you know that we were able to locate incomplete game rounds, have manually closed them, and refunded your initial ******.
  
  For your records and transparency, the game(s) was finished/settled below:
  
  Name of game: ******************** Mix & Dragon Palace
  Date/time settled:
  Amount: $1.35
  
  *Please be aware that you may need to wager one additional bet on an applicable game to have your Held Funds released.
  
  Prior to logging in and playing, we also ask that you run through the following troubleshooting steps to clear your browsing history and internet cookies:
  Clear your temporary internet files/cookies folder and restart your browser before each session.
  Learn how to clear your cache depending on which browser you are using:
  
  Mozilla Firefox
  ****** Chrome
  Safari
  Type www.playnow.com directly into your address bar instead of using a bookmark/saved link or a ****** search.
  If you continue to experience difficulties after going through these steps, I recommend calling PlayNow Support, toll-free, at **************. Agents are available to assist you daily between the hours of 7:00 a.m. and midnight PT and are happy to go through some additional troubleshooting (or help with the steps above!). You may also connect with us via Live Chat through the PlayNow website. Chat agents are available 24 hours a day.
  
  We appreciate the time you have taken to contact us and thank you for your interest in PlayNow.
  
  Regards,
  
  Kyla
  PlayNow Support
  How to clear the Firefox cache | Firefox Help
  The Firefox cache temporarily stores parts of websites you visit. Learn how to clear it to fix issues with how websites work or look. 

  Customer response

  17/09/2024

   
  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,
  
  ***********************

• Initial Complaint

  15/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've spent hundreds and up to a few thousand dollars online on PLAY NOW. In where I did win only 2 payments in the amount of $13,000.00 and ever since I have not had any payouts or any huge wins. And any bonuses they do hand out. NEVER ANY PAYOUTS. PERIOD. I was paying with prepaid **** and Mastercard. To find out and told 3 years later they will not be accepted. They only accept banking payments. In where I never divulge or like to enter any of my personal banking information online anywhere at anytime. So I instead purchased hundreds of dollars in webcash vouchers to maybe switch up my luck and hopefully get paid some wins that route. NO WAY. NONE! NADDAH!! ZERO ZILTCH. ANOTHER scamming online casino.

  Business response

  15/08/2024

  We have reached out to the the player directly to explain the odds of winning and other specifics mentioned in their complaint, they have not reached out to us with an inquiry since December of last year. 

  I am sorry to hear that they are dissatisfied with the level of play and payout percentages. Id like to use this opportunity to provide them and the BBB with more detailed information and resources on responsible gambling to help ensure that PlayNow remains an enjoyable source of entertainment.
  
  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.
   
  I know that this is a lot of legal talk, but it may help to alleviate your concerns about the safety and monitoring of all the gambling games we offer on PlayNow. 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 PlayNow.com. 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.
    
  Now that all the legal stuff is out of the way, the chances of winning can change depending on the game you choose, the amount of the wager you place, and how many lines you decide to play. Some games pay smaller prizes more often and have more bonus games, while others may pay out more in the middle and top prize categories. We include the Return to Player information on all our slot games; the percent payout is theoretical. It really comes down to the fact that after thousands or millions of games you play, the laws of probability allow some players to win, some to lose and others to walk away even. For example, when you play Baccarat on PlayNow with a *****% payout over the life of the game, it does not mean that you will leave with *****% of the money you have played.
   
  Here is a concise recap on the odds/payout details related to all eCasino games:

  Player pay-out is an average of 92% on slot machines. The house advantage, or amount of money the slots retain, is an average of 8% of all ****** played over the entire life of the game.
  The odds always favour the house in the end.
  Each play is an independent event with the same odds of winning or losing as every other play on that game.
  Persistence doesnt pay off. The result of your last play or series of plays has absolutely no bearing on what happens on your next play.
  You cant predict a win. Slots are never due for a win and they dont go cold after a win.
  Theres no way to predict the outcome of the game  its completely random. The simple truth is that the only thing you can count on is its unpredictability.
  Regarding your feedback on deposit methods, new federal guidelines have led to PlayNow no longer accepting pre-paid cards for deposits. We apologize for any inconvenience this may cause.
  
  If the player requires further clarification on the information provided above, I encourage them to reach out to one of our GameSense Advisors for support. These specialists can educate curious players on how to play games, the odds of winning and losing, and how to balance their time and budget while gambling. A GameSense Advisor can also provide information about Game Break to those that are already enrolled in the program or who are considering taking a break from gambling.
  There are two ways to connect:
  Call ************** toll free and press option 3,
  Use the live chat function found at the bottom of our GameSense website.
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was playing an online promotion at playnow.com with a $50 voucher I won $100 they wont give me the money instead say have to turn it into $1400 before taking it out which is next to impossible but if that was the only thing I would not be writing this, literally after 5 minutes of turning the $50 into a $100 the lady is like its too late now you cant use it any more its basically a scam/ fraud to even call this a promo of any kind, how do you not even let some one keep playing towards a ridiculous $1400 target, its just ******** they should not be allowed to have this on any ones account. I want the $50 i wont applied to my account

  Business response

  15/07/2024

  I believe this player is referring to wagering requirements that are part of terms and conditions when participating in these types of promotions. 

  The player has contacted our support centre and escalated to a supervisor, we responded to both email addresses that we have on file for this player explaining how the promotion works, see below. Please note that within the email text there is a link to the terms and conditions which would have been made available to the player prior to participating in the promotion.It is the players responsibility to ensure they understand the promotion,agents are available to assist if players have questions or concerns so that they can make an informed choice as to whether they wish to participate.

  
  
  Email Response:

  I understand you expressed some concerns about a recent freeplay token you received from our Summer is Here promo.
  
  Upon reviewing your account, I see that you used the token you received from this promotion to wager on our etable games and won $100.00 - congratulations!
  
  I'd like to give you some context how our freeplay tokens work - most free "plays" are exactly what their name implies, a token that gives our players a chance to play for free, in this case to allow you to try some of our games you might not usually gravitate towards.
  
  Any winnings from such freeplays will then be held in your "Held Funds"balance until you've met your "Wagering Requirement".
  
  You can still use your Held Funds to keep playing eligible games, in your case our etable or eslot games. Using your Held Funds to wager will continue to decrease your Wagering Requirement by the amount you wager.
  
  If you keep winning, more funds will be added to your Held Funds giving you a chance to continue playing our games at no cost to yourself until such a point,where you meet your Wagering Requirement.
  
  At this point your Held Funds - which could also be looked at as free play credits - become actual cash, that you can either withdraw or wager on games that were not eligible for the original promo, such as sports betting.
  
  For detailed info on the promo you participated in you can also check out its terms & conditions here: *************************************************************************************************************
  
  I hope this helps you clear up why you are currently not able to use your Held Funds balance for sports ******.
  
  Please feel free to reply to my email if you have any follow up questions, or if you would prefer a telephone call, please kindly provide the best phone number to reach you at and the best time to call. 
  

  
  

  Customer response

  15/07/2024

   
  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,
  
  *********************

• Initial Complaint

  27/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  PlayNow is scamming its Bingo players by using Bots. I noticed the name usernames winning several times in a row and on several cards every single time I played. But I was smart enough to take screenshots of the final winnings display, along with screenshots of the same bots playing around the clock. I also was patient enough to wait to write this. As I have proof this is going on I have an email from PlayNow stating "all players are verified". So now I'm going full scorched earth on this. I have a month of screenshots, at all hours showing the same users/bots winning over and over and over. It's statically impossible for these winners to be that successful. They rotate bots as well. But I have the usernames of several of them. Last night I watch a bot win the jackpot. It's sickening. I have a 12 screenshots showing one bot playing for 48 hours straight. I'm going to do everything I can to get PlayNow audited. I am absolutely certain they are using some sort of software to collect huge profits to unsuspecting and unknowing Bingo players. There is no disclaimer anywhere, so what they are doing is Illegal. I strongly recommend you do not play. Unless you want to give your money to a bot aka PlayNow.I will do everything I can to expose this for the fraud it is.

  Business response

  04/07/2024

  The player's complaint states that they have 12 screen shots taken from over a month but I only see 5 attached, are some missing? Upon reviewing them I'm not sure how they substantiate the player's claims. The screen shots appear to be taken from 4:05 - 4:20 with images saying the next draw is anywhere form 5:27 to 5:35 with one outlier take at 1:24 showing the next draw at 3:04. It is also completely possible for any of our players to play at random times during the day, or throughout the day. None of our players are bots. 

  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 *************** Systems (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 PlayNow.com. To ensure integrity, BCLC receives certification from a third party testing company for gaming software that *** 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.

  Within ******** (specific to the complainant): We manage and operate online gaming within the strict statutory authority and regulatory guidelines of the Liquor, Gaming and ****************** of Manitoba (LGCA) document, Technical Gaming Standards for *************** Systems (TGS5). Section 4.1.1 of TGS5 refers to technical integrity standards that PlayNow meets. To ensure integrity, Manitoba Lotteries receives certification from a third party testing company for gaming software that *** determine the outcome of play for both slot and table games. PlayNow also undertakes internal testing, and both the third party certification and internal testing results are submitted to LGCA. Gaming software suppliers also undergo a stringent registration process and background investigation.

• Initial Complaint

  18/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This site is a scam. They say they are giving back to **, well they are giving back to them selfs maybe. The games are rigged and never win, they claim it's all proveably fair but that's got to be a lie. The customer service is no help. I've spent countless dollars there and never have gotten above my original balance. It's a disgrace to this province. The site used to be good, people used to win there. Now they are just greedy and the games are boring and seem like they are from 1995. They say its supposed to be fun but it's hard to have fun when you always lose. The website is glitchy and half the games dont even load. I did not receive the service I have paid for and therefore I want my money back.

  Business response

  18/06/2024

  Is there a specific incident that we can assist with? I see three recent interactions with our support team where the player brought up that they were not winning and requested free play tokens for their losses. Only one interaction also mentioned that they were having issues loading a game. When our support staff offered troubleshooting the player abandoned the chat. We attempted three times in 6 minutes to call out to the player in the chat before ending the conversation. We would be more than happy to go over troubleshooting and minimum system requirements if the player is still having technical issues.
  
  We are sorry that the player is not happy with our game selection, however that is not a reason to provide a refund, the player still chose to play. Gambling is meant to be a form of entertainment and not a way to make money. If you choose to ******, it helps to remind yourself that its best viewed as a form of fun.Just like going out to a concert, or joining a softball league, you are paying for your play. Think of it as the cost of entertainment for the evening, remembering that will help avoid disappointment if you dont win. If the player is no longer having fun it may be time to take a break. I would like to encourage the player to visit our Game Sense website to learn more about the odds of the games and house advantages: **************************
  
  A few things to keep in mind:

  Player pay-out is an average of 92% on slot machines.  The house advantage, or amount of money the slots retain, is an average of 8% of all ****** played over the entire life of the game. The odds always favour the house in the end.
  In slot machines, random number generators provide thousands of numbers per second, determining whether you win or lose. Each spin is independent, random and unrelated to previous or future spins, making it impossible to predict what will happen on each play.
  Persistence doesnt pay off.  The result of your last play or series of plays has absolutely no bearing on what happens on your next play.  You cant predict a win.  Slots are never due for a win and they dont go cold after a win.
  
  As a Crown Corporation funds generated from our products go back to the province to help support healthcare,education, and community programs across B.C.. For more about where the money goes please visit our website: *****************************************************************************************

• Initial Complaint

  14/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a daily user of ******************** for over 4 years and have spent 10s of thousands on the platform and I can say without a doubt that there's something malicious going on with their slot machines. Over the last 2 years, I've had endless "technical difficulties". I'd contact them and follow all of their trouble shooting advice but to no avail. I'd routinely get booted from the games mid-spin with an error message, sometimes I'd notice that my previous wager was gone and not returned afer being booted mid spin. As this issue persisted more, I contacted them again around 8 months ago and started documenting my case and they discovered that I had 3 active games stuck in limbo with the vendor IGT (that didn't appear on my end) and that they'd have to contact them to fix this!?! That was after I spent endless hours following their useless troubleshooting. During these months, the games would not pay ANYTHING. They claim that the games being stuck in limbo wouldn't affect the payout, but when I'm kicked out every 10 minutes, how could it not? Once the vendor fixed things, the games were good again and starting paying out as per usual. The games were good again up till about a month or 2 ago. Over the last month it's terrible again and I'm getting booted mid spin (wager sometimes not being returned) with the same error and the games won't pay out ANYTHING again. Very suspicious. I tried reaching out ONCE AGAIN and within ***** minutes they just shut down my message with the notification "problem resolved" without even speaking to me.Clearly if MULTIPLE games tied to my account are being stuck open in limbo without any indication and kicking me every 10 minutes, the games are not operating as they should. For all this wasted time and headaches and being kicked out `100's of times mid-spin without the money returned, they gave me like a 10 dollar token once, even though I've probably lost well over 100 from being kicked out without the wager returned. PITIFUL SERVICE

  Business response

  21/06/2024

  We reached out to the player directly to try to resolve the issue but have not heard back. 

  We appreciate that they have done troubleshooting in the past, but I would also like to point out that the errors they are receiving are typically network related, these can be experienced when there is a lag in the network connection or temporary drops in connection, especially if using a mobile device or wifi, etc. We also have minimum system requirements that we may need to go over with the player.

  We apologize for the negative experience and would like to work with them directly to resolve this. 

  Customer response

  26/06/2024

   
  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,
  
  ***********************

• Initial Complaint

  27/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I,m reaching out today because after several times of reaching out via chatbox,email/phone calls to customer service representatives at the ********************************************* website in my persuit for answers and ultimately an explanation of why after complying with all of thier game play environmental suggestions like insureing up to date browser/clearing cashas/history cookies etc have several of my game plays continue to have the same issue's. ?The last 2 issue's I contacted custumer service and clearly was told that they would be forwarding this to thier technical team because there appears to be a problem that they could see that and understand ,but after several attempts to make contact with them and several reassurances from customer service that they would get back to me,I heard nothing about my complaint but i did recieve approx one dollar and 80cents credit..that was after giving them more then $2000 of my hard earned money for that honust chance they sold to me so I was hopeing for a little bit more then $1.80cents credited back to my account and some sort of explanation to why I caught the system several times taking my bets while the hole time not even being connected to thier vendors games, or server,at first I was in shock but noticed it happening more and more and then again recently I had spent a large amount, BUT this time I recorded all of thier system errors via screen snap and sent some of them in to them but little be known I also recorded network connections real time data that shows that either the connection with thier vendor and the actual connection with playnows website was dropped and yet the game window gives me no indication of a droped connection until I try to refresh and then I get the not logged in error while the game is still excepting my ******....again my emails and requests for an update or appropriate compensation from what I honustly now call criminal behaviour at the highiest level of our government(should I get legal council) ?

  Business response

  05/06/2024

  PlayNow apologizes for the inconvenience you have experienced with our game play.
  
  We have reviewed the complaint and have since reached out to you directly and provided our recommendations.    

  Customer response

  09/06/2024

   
  Complaint: 21764114
  
  I am rejecting this response because: the couple of days that these issue's where interfering  with my game play was a couple thousand dollars that was basicly taken from my account especially when Im making bets over 5 dollars  and  they came back with this settlement is beyond my comprehension when there investigation has admitted the games errors that can only be decribed as deceitful and unfair game play experience which is plural in my case ,Basicly Playnow offered me a service that I did not recieve and basicly took my money and ultimately takes no ownership of the games that when in error  continiue to effect my entire time spent logged on or as I've clearly indicated and have seen with my own eyes,I mean really !!, not even connected to the games server but the game windows go on to play in and out of connections taking bets just the same and that other organizations ('There Vendors)' as they refer to them as appear to be lying about the consistency of there games.SO when playnow does not respond to the same complaint from me as this very one with a respectful investigation and sluffs off the accountability and only gets the original customer service rep to reply to me with some short words and $1.85 returned to my account if not insult to injury when again that involved several thousand dollars taken from me in that game play time period only to arrive once again  at a ridiculous compensation  amount of $8.90 cents which doesnt even come close to what there games were snatching from me in the very clear and blunt hijacking of my acount funds but yet they've admitted the games errors but when it comes to compensating and seeing the amounts in which they have come up with and offer me as the ridiculous amount of $8.90 can only leave me with feeling violated and used and clearly the feeling of embarrassment becaise how I've been dealt with only indicates to me that they believe that they make the rules and that they'll continue to get away with this.So I CAN'T honestly and consciously except there shameful offer after they laugh at me the way they have and especialy after many many times emailing and messages in a simple basic request as an update on my concerns and the investigation but they continued Not to reply back to me and make me feel ashamed and stupid and continue to talk to me with unsureness everytime that I'm doing everything that is recommended and updates of all programs and internet types and so many more on the checklist Ive learned very strictly in hopes that this unfair game error problem was my fault but it ****** isnt because ive done Everything that was asked of my game play enviroment ! So again  No, I will not except this as fair at all.

   Sincerely,

  *******.G

  Business response

  18/06/2024

  PlayNow apologizes for the inconvenience you have experienced with our game play.

  
  Again, we recently received your complaint and have since reached out to you directly and provided our resolution. 

  
  Please note our Player Agreement specially Sections in 10.0 on Accessing PlayNow (PlayNow Player Agreement:)

• Initial Complaint

  27/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A few weeks ago, my account was locked out on play now.com, for unknown reasons. I contacted support, and was advised that my account was locked out by their investigation department for reports of abuse. A few days before that, a player was on their bingo games, winning so many games in a row, 13 rounds in a row when there was no way he should of won when he was 2 or more numbers left to win, and somehow wins it on the next ball, Example: He needs 2 numbers to win, The next number is called and he wins. It gave everyone the impression that this player was either cheating, or is a computer generated bot created by the software for the website This player went on to winning 83% of the rounds This cheated myself and many other players out wins that they should of possibly won Well now it's almost a month, and I don't have access to my funds, which I'm legally required to have access to at any time, I should of won their jackpot that night, cause of the rounds I was on the 28th ball, 6 numbers away from a blackout, to win the jackpot, you needed 49 or under to win, well I didn't even get one of those 6 numbers till 48 *****, and each time that cheating player or bot was the winner Each time from line 2 to Line 5 rounds to win Line 2 needed 1 to win, it was called on 31 ball Line 3 needed 2, it's was on called 38 Line 4 called on 47 ball, And then I finally get a ball that I needed on ball 48, but then it's game over on ball 52 All won by that player or a bot.So I was cheated out of so much potential wins by BCLC software, or a cheating player that was able to get past their safeguards,I lost out on $2000 to $3000 in winnings by that player or bot.. Like I couldn't hold it in, so I got ****** off and used some not so appropriate choice of words, cause now I've lost $300 or more, by a cheater or BCLC BOTs. This is bad There are so many bad reviews of this happening to 100s of others..

  Business response

  05/06/2024

  We have reviewed this complaint and are working directly with the player on a resolution.   

• Initial Complaint

  24/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 13 between 4 and 5 am. I was playing thundering Shenlong. My bet was 24 a spin and I hit bonus. It re triggered 49 times. Then the game stopped. I call play now and they re directed me to another person. They said I had two open games and would take a few days to pay me back. Few days past and they only refunded me the 24 dollars. Games have stopped before but they always continued where it left off. Their decision was unfair when the game was found to be open on their end.

  Business response

  31/05/2024

  PlayNow apologizes for this negative experience.

  
  Our Customer Support Team has reached out directly and has requested the further information such as exact date/time of the issues and screenshots to help us further investigate this with our Technical Support Team. 

  
  Once this information is provided we will work with this complainant for a resolution.

• Initial Complaint

  24/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last week, I noticed a multitude of unexplained errors on the website, particularly every time I experienced even a minimal win and I was instantly kicked out of games. I immediately contacted an agent who advised that I should send in screenshots, which I did. The last error occurred when I triggered a Mega Jackpots Bonus Round (which I believe I would have won), however I was once again kicked out of the game. The agent advised they couldn't resolve the issue and re-start the game, however Tech Support could. I provided a screenshot and also contacted the ************** to provide more information at their request. It is now over a week and I have not been awarded my open round, nor what I should have won. The game has been "closed" apparently by the vendor, however I was told they still had to do "one more thing". I have followed up daily, only to be assured things would be manually adjusted - however, this has been to no avail. Also, my sessions grind along with horrific quality on whatever game I play - I have contacted my internet provider and they have confirmed the issue is with Playnow. I have been a loyal client who's wagered hundreds of thousands on this site - and, now, I believe Playnow is playing me. Deliberately holding back a Bonus round and not paying me my winnings. I am sure I'm not the only one - how can there be NO ACCOUNTABILITY and NO TIMELINES for any of us?! Talk about the greatest scam on Canadians - the real pandemic is the addiction issues they're creating by luring us in and promising fair play, meanwhile, we're being scammed at every turn. I can provide screenshots, videos - whatever is needed to prove my case - and if I can't get resolution here, I will go elsewhere to spare others the same experience.

  Business response

  31/05/2024

  PlayNow apologizes for the inconvenience you have experienced with our game play.
  
  We have reviewed the complaint and have since reached out to you directly and provided our recommendations.    

  Customer response

  01/06/2024

   
  Complaint: 21749304
  
  I am rejecting this response because:
  I have used Playnow.com for years with the same type of internet connection (DSL) that you are alleging is causing multiple issues. Nothing at all has changed on my side, however the decrease in gaming quality and consistency has become increasingly worse with Playnow recently. There are more random errors than ever before, particularly after a minimal win. Reels jam or skip and games kick you out randomly. And, Playnow seems more apt to find some issue on the players side than to actually provide assistance or accept any accountability. Its become standard protocol that agents cant help, youre referred to the tech team (who conveniently has no service standard), and you have to follow up for days/weeks, receiving no real answers. Providing me a wager refund or minimal credit for a major bonus that crashed without reason only makes one think that the wins are more controlled than ever and you can decide at will whether to ***** one or shut it down with an error that you can chalk up to something on the players side like an internet connection. This contradicts the integrity, fairness, and transparency you claim to have.
  Sincerely,
  
  ********************

  Business response

  18/06/2024

  PlayNow apologizes for the inconvenience you have experienced with our game play.

  
  Again, we recently received your complaint and have since reached out to you directly and provided our resolution. 

  
  Please note our Player Agreement specially Sections in 10.0 on Accessing PlayNow (PlayNow Player Agreement)

  Customer response

  18/06/2024

   
  Complaint: 21749304
  
  I am rejecting this response because I have video proof of the same error and a totally different outcome because I had a minimal wager/pay-out this time around.

  You are hiding behind your player agreement legalese and shifting the blame onto us because of trivial things like our internet connection (DSL is a favorite to blame).
  

  Why not let the public decide.there is no way you are acting with any accountability/fairness/transparency and Ill gladly share my story and proof to spare others the same demise. Your website is not accepting my uploads - I can gladly send separately - or maybe I should just post on ******* as a buyer beware?

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

  Business response

  28/06/2024

  We reviewed the attached screenshots from the player when they were first received and consulted with our iGaming Application Support team who support the functionality of our website regarding the error messages. They we able to determine that the players DSL connection type is not suitable for PlayNow functionalities, therefore, we recommended that the player contact their ******** Service Provider. We have informed the player that their ongoing technical difficulties persist because of using a DSL connection, which cant be rectified through troubleshooting on our end.
  
  The issues reported by the player include timeouts and location errors. During an ongoing game, PlayNow regularly monitors the players connection and location identifiers. Any interruptions in the connection type can result in games failing to complete or load properly. DSL connections, particularly those hosted through Bell MTS, are known for being unreliable, slow, and often share hardware with other members of the building or household (e.g., apartment buildings). Minimum system requirements and other FAQs about Playnow Technical issues can be found on our website. We also sent this along with further details regarding Playnow and the player agreement to the player in our communications outside of the BBB platform. Per the Playnow Player Agreement it is the players responsibility to ensure their equipment is suitable for using PlayNow.
  
  Our team has been compliant with escalating open game sessions to address any game-related issues.
  
  We have had numerous communications with this player, however, we will not be able to resolve their issues/concerns until their internet connection meets our requirements. We apologize for the frustration that the player has been experience and hope they can have an enjoyable experience on our site once the issues on their end have been resolved. 
  

  Customer response

  03/07/2024

   
  Complaint: 21749304
  
  I am rejecting this response because: I have used Playnow.com throughout the pandemic and never experienced the rough game play or constant errors that I have over this past year (despite my connection remaining the same and Playnow supposedly making "improvements" to the gaming quality). Playnow.com offers no service standards for if/when issues will be investigated or addressed and is quick to find fault on the player's side, even though Bell MTS confirmed the issue is not with my DSL connection. It is slanderous that Playnow.com would even allege that Bell MTS connections are particularly unreliable. 

  It is highly questionable that when I made a larger wager and was awarded a bonus round, the game crashed and would not restart, however on another day, when I made a small wager and the same thing happened, the game actually did restart and give me a minimally paying bonus round. These type of inconsistencies have nothing to do with a DSL connection and are extremely questionable regarding the integrity and transparency of this website. 

  Yes, Playnow has been in touch with me because I frequently initiate follow-up and voice concerns and bring technical issues to their attention. Canadians deserve better than this and fairness and accountability aren't too much to ask for when Playnow expects the masses to trust them and purports to be the "legitimate" gaming site in *******

  I hope others who read this will think twice before trusting this website and not make the same mistake I have.

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

*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. ↩