Complaints

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Nature of the Dispute: I am writing to formally file a complaint against Woopla, also known as **********, regarding the permanent deactivation of my account due to a single chargeback of $9.99. Despite being a loyal customer who has made a significant number of purchases on this platform, my account was abruptly and permanently deactivated without prior notice or the opportunity to resolve the issue. Detailed Account of the Issue: Transaction Details: The issue began when a chargeback of $9.99 was processed on my account. This was a one-time occurrence and an anomaly in my otherwise consistent and substantial transaction history with Woopla/**********. Account Compromise: During the time in question, my device was compromised, and a card in another person's name was used. This security breach was beyond my control, and I took immediate steps to rectify the situation. Lack of Opportunity to Resolve: Woopla/********** did not provide me with any opportunity to explain or resolve the issue. Instead, they unilaterally decided to permanently close my account without any prior communication or attempt to address the problem. Attempts at Resolution by the Business: To date, Woopla*********** has made no attempts to resolve this issue with me. My account remains deactivated, and no efforts have been made to reach out or offer a resolution. Displeasure and Desired Outcome: I find this handling of the situation to be highly displeasing, especially given my long-standing patronage and substantial purchases on the site. It is unreasonable to hold me accountable for a security breach that was beyond my control and not allow me the opportunity to resolve it. Requested Action: I am requesting that my account be reinstated, and I be given the chance to address and rectify the chargeback issue. I believe that a fair resolution is essential for maintaining customer trust and satisfaction. I appreciate your attention to this matter and look forward to a prompt and fair resolution.

  Business response

  18/12/2024

  This customer's account was deactivated on November 28th after we received a chargeback dispute against us for one of the purchases made on the customer's account.
  
  We have very clear terms on the topic of chargebacks, which are agreed upon while first creating the account, as well as before each and every purchase is made.
  
  "If you process any chargebacks, or if chargebacks are processed on any of the purchases made on your account, Your Account will be immediately suspended, Your ********** balances may be voided, and you will not be eligible to redeem Premium ********** for any prize."
  
  While its true the we don't proactively reach out to assist players who issue chargeback disputes against us, we do and did try to rectify the situation after the customer reached out to us for help. We told this customer that if she can simply cancel the dispute then we can look into reactivating the account. K**** indicated that it is not possible to cancel the dispute, and so the unfortunate conclusion was that the account simply remains suspended as per the agreed upon terms.
  
  We also noticed additional issues with the customer's explanation to us of what was going on. It was not consistent with our messages from the bank. The customer originally told us that the card belonged to her, and that she filed disputes for an un-related fraud case and that ********** must have been accidentally included (See screenshot). However our notice from the bank indicated that the dispute was for a different reason, and in our system the card was used under a different name than the customer. Now, in the customer's own complaint here on the BBB website, the claim is that her device was compromised and someone else used their card (unrelated to customer) on the customer's account.
  
  Typically if we receive chargeback disputes against us, there is no way for the player to ever continue on our platform. However in this case after the customer reached out to us, we provided a possible path to reactivation since they've been playing for a while and we appreciated them reaching out.
  
  The customer was not able to meet the conditions required, and therefore the account remains deactivated.

• Initial Complaint

  14/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On september 6th 2024 at around 5:30pm i won $431.46 playing a game on funzpoints online gambling website and i decided to redeem my winnings since i put alot into it and this is my first big win so i hit the button to redeem in my wallet and then i got a email saying congradulations on your win and i sould see a deposit to my card in less than 30 minutes but if this is the first redeeming it may take a lil longer so i wait and wait and after almost two hours i email them and ask anout how long it will be and i get a email back saying i need to be verified before they can release th funds so i send front and back of my id i send my last four of my social i send a pic of me holding my id selfie and then I get another email saying okay they have everything they need and I've been verified and it should take a couple days to process then they send me another text saying that they deactivated my account until they finish verifying everything did I email them back asking them why they had to do that they don't give me no explanation but then the next thing they say is I'm permanently deactivated and they're going to not give me my winnings and they'll just refund money I put into the game I asked them why and they said that I have associations with somebody who's been banned from there game which is not true that was their first excuse then the next excuse they gave me after I asked him who it was is they try to say I used somebody else's card and that's why I been banned I didn't never use nobody else's card this is not true so they just made up excuse after excuse just to not pay me and then just kind of shut down on me and just kept telling me not to create another account which I don't even want another account because they're fraudulent and they ripped me off and I want my winnings

  Business response

  24/09/2024

  We have reviewed this customer complaint and have determined that no further action is required and all proper policies were followed in accordance with our Terms and Conditions of Use.

  The customer's concerns are that we deactivated their account and did not send them their winnings after being verified.

  The attachments the customer added to their complaint were showing the emails they would have received when initiating their prize redemption. All first time redemptions are subject to a final validation process that is explained when customers go through the verification and first time redemption process.

  In this case, the first time redemption was flagged and placed on hold because the complainant attempted to use a payment card that was associated to a different customer who was banned from our platform due to filling chargeback disputes relating to purchases they made on our website. This is a violation of our Terms and Conditions of Use, so as a result the redemption was cancelled/voided and we refunded the purchases that resulted in the player being able to redeem, in addition to refunding the remaining purchases made in 2024. We did this as a courtesy to the customer and in no case are we required to provide refunds.

  To conclude, this customer violated our Terms and Conditions of Use by attempting to use two payment cards that did not match their own name, but instead matched a name that is banned from using our platform.

  We have attached both supplementary screenshots of our communication with this customer outlining the steps that we took, as well as the "purchases" section of our Terms and Conditions of Use.

  Thank you

  Business response

  07/10/2024

  We have reviewed the recent response from this customer, and again can confirm that there is no further action to take in this case. The customer is frustrated that we cancelled their prize redemption upon final account validation that takes place for all customers. During that validation process, there were purchase attempts discovered with two cards in a different card holders name. Upon investigation of one of the cards attempted that was not in their own name, that card was associated with an account that violated our Terms and Conditions of Use. We outline in our Terms and Conditions of Use that customers should use cards registered to their own name and address. We understand they may not remember or be aware of the transactions, but this card was attempted on their account. We can confirm because we keep an extensive history of everything that takes place on any given Funzpoints account.

  When the final investigation was completed our internal team concluded that the account would remain deactivated, the prize redemption was cancelled, and refunds were issued for all purchases made in 2024.

  Thank you

  Customer response

  12/10/2024

   I am rejecting this response because:
  
  What they are saying is not true they just keep saying it over and over again I didn't use anybody's card I don't know what they're talking about I don't know how to resolve this because they don't want to resolve it so I don't know what more I can do all I can say is on my part they ripped me off and they won't make up for it can't force them to so I don't know where to go from here I guess they ripped me off and scammed me out of my wind and I advise anybody to not use this company whatever you do I've heard from so many people that have been ripped off

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Funzpoints did not redeem my winnings of $950.00. I provided all required verification. They deactivated my account.

  Business response

  11/09/2024

  This matter has already been resolved, and the customer has acknowledged their satisfaction with the result as seen in the attached image. Note that certain personal information has been removed. The attached image shows the continuation and resolution of the email thread that the customer has included in their initial complaint.
  
  On the late evening of August 31st, the customer initiated a redemption of their winnings for the first time, and so they were subject to a security check, as all players are, which we do for the sake of our own security as well as our customers'.
  
  During this check it was noted that the customer had attempted to use a payment method that was directly associated with another customer who was banned from our platform for violations to our Terms of Service. As a result, a temporary deactivation of the account took place while our team investigated further.
  
  Early in the morning of September 3rd, the account was reactivated and the customer was able to successfully redeem their winnings.

• Initial Complaint

  25/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Basically funzpoints is a company that gives you false hope. They let you win and get confident that its a straight site. Then they flip the script and make it impossible to win. I won consistently everyday for 2 to 3 weeks always being able to cash out a decent amount. Yes some always went back in but recently in the last 3 days they have made it virtually impossible to win anything. Ive lost all the money ive ever won plus id say about 3500 of my own money. Yes in total about 10k yes crazy i know. I went from winning everyday to not winning at all. They say that there is nothing wrong with the games its just how algorithm is but in the last 3 days I have not been able to hit any bonuses in any of the games I have tried at least 12 to 15 of the games that they have at different amounts and I might hit one out of 200 spins but then when the bonus hips I don't win more than 50 bucks when I used to win like $600 they have flipped a switch or something and made it impossible to win anything I'm depositing $100 at a time and losing that Within 5 minutes I've done this consistently for 3 days and not want it thing never gotten over $300 but then they take it from you as you try to get more of course I've contacted them multiple times and they blow me off they say this just how the game is no it's not how the game is because I consistently won for 2 to 3 weeks and now you're saying nothing in 3 days I know that when I'm being shafted and screwed and it's just not right they give you the hope of winning and then they just take it all the way from you they gave me $ $250 in free funzpoints coins basically to try and shut me up and surprise surprise took that from as well. There is no way you can go from winning consistantly upwards of 500 to 2000 a day to losing 7000 over 3 days never getting more then 300 at a time. Never hitting bonuses or hitting big winning spins like i used to. They let you get comfortable and like you cant lose and then flip it on you and steal it all

  Business response

  02/09/2024

  Good afternoon,

  We have thoroughly reviewed this claim and find the concerns to be unfounded. The customer has reached out to our support team on numerous occasions with concerns about not being able to win and were unhappy with their gameplay sessions. The main concern is that they believe we are intentionally manipulating the results of their gameplay. Our support team responded to each inquiry with information on how the games work to attempt to re-assure them that Sweepstakes gameplay has random outcomes for each and every spin. The customer continued to reach out with the same concerns, which our team continued to respond to thoroughly.

  For clarity - Our games are only designed at one math model and the math is never changed once released. The games are built with a Return to Player (RTP) of at least 96.5%.

  In reality, this customer has redeemed more than they have purchased since registering with our platform, so the concerns the customer is reaching out with don't align with their gameplay statistics, as they are profiting overall from playing on our website.

  In conclusion, we believe our support team has taken all of the proper communicative steps to alleviate this customer's concerns.

  Thank you

• Initial Complaint

  24/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am wanting my money back and I'm wanting what was originally supposed to be coming to my account, funzpoints not only violated the trust ppl give them with trusting then with their bank accounts and routing numbers and card numbers is jus wrong . I feel not safe and not only that they are getting ppls hopes up jus to get up to see their account empty ..who dose that .. I want what was took and I want what I won .I have contacted my bank ** **** bank is jus as bad I'm gonna be filing another complaint about them hiding money and why they have not done their job yet . Thank you

  Business response

  13/08/2024

  While this complaint is not completely clear in regards to the exact nature of the issue, we were able to find some recent communications from this player regarding concerns about charges to their card, as well a problem while redeeming their winnings. We assume that these communications are at the heart of this player's complaint. Our team accurately addressed the issues at the time by providing clarification and screenshot evidence to the player through email correspondence.
  
  The first issue had to do with charges to the player's card that they believed were unauthorized. The player reached out to us through various emails to bring this issue to our attention. After investigating the issue, it was found that the charges in question had to do with purchase failures resulting in the bank temporarily holding their funds. This is normal but can be misunderstood for an unauthorized charge. Having said that, these are simply pending charges that disappear after a few business days (depending on the bank).
  
  We were able to confirm that no unauthorized purchases took place, and that any purchases that did settle onto the card matched up with successful intentionally made purchases where the player was properly given their in-game credits. We informed the player that any lingering charges from the failed transactions would disappear and not settle onto the card statement. We did not receive evidence from the player that any failed transactions settled onto their statement.
  
  This was communicated to the player at which point they seemed to accept the answer and did not press any further about the issue. They requested a list of their recent successful purchases which we happily provided.
  
  The second issue had to do with some confusion regarding an attempted winning redemption. In this case the funds that were attempted to be redeemed were placed back into the player's game balance and then used by the player during gameplay.
  
  The player was under the impression that these funds had disappeared and reached out to us through various emails to let us know. Our team was able to share screenshots from the player's account history proving that the funds did not disappear, but were in fact deposited back into their balance after the redemption failure, and then used during gameplay.
  
  In both cases, after we provided clarification to the player, we didn't receive further responses about those specific cases. Instead, we received other game-related email requests which are normal for our players to make, with no further mention of these issues. We could only assume at that point that our clarifications had been understood and there was no longer any issue.
  
  At the time this response was written, we have also sent a follow up email to the player in order to give them the opportunity to let us know if there are still any outstanding issues, since we would be happy to look into them. Otherwise, we find that no refund is warranted here, since the issues were simple misunderstandings which were already clarified to the player.
  
  Thank you.
  
  

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I played on this online gambling site multiple times.. I've won money and spent money...I've tried to cash out 180 dollars so far but the people at fundzpoints keep telling me that I didn't pass the verification process.. I've sent them the credentials they asked for multiple times I've got the emails to prove it. They keep saying the same thing over and over that I didn't send it..I've sent it at least 7 times.

  Business response

  14/07/2024

  Hello ****** - Every account must be verified before sweepstakes prizes can be redeemed. Our records show that our team reached out to you on June 3 and again on June 8 requesting information to assist you with your account verification. We have searched our email records and to date we have not received the information from you. Please respond back to our support team with responses to the information requested and we’ll be happy to assist you with your account verification so that you can collect your funds. You can also contact our support team by telephone or chat to confirm that the information is received once you send it.
  
  

• Initial Complaint

  27/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Stolen money I had money that i won on the premium side of funzpoints, roughly $30-35, was in my account. There was a dispute filed from ****** because i had to report that my card and phone were used, to purchase numerous, not just funzpoints, things, and then my funzpoints account was closed out without giving me my money that was in the account. They accused me of wrongfully filing, but in reality that was wasn't or isn't the case. I gave some girl a ride, and when I got out of my car for a moment she snagged my purse and phone. I later found the girl and was able to get most of my belongings back. But in general, I don't see in any guidelines where it says that if a funzpoints account is closed out. Or whatever, that keeping the individuals money, is acceptable. I think it's still theft.

  Business response

  14/07/2024

  Hello ******** - It appears that the issue has been resolved with our support team and your account is active again. We have a very strict policy on chargebacks, resulting in immediate account deactivation. It’s unfortunate that some of your legitimate purchases were caught up in chargeback disputes but we appreciate you reaching out to our team to clarify the situation.

• Initial Complaint

  21/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Don't want to pay me what I've won but when I deposit they don't give no problem with verification and I've now sent a selfy and a document with my id number cuz I don't have id n there not giving me what I won fair and square n my light bill is due on the 25th n I been stressing since Ive been waiting on tnis cash out going on a week and a half my due date for light bill is almost up!plz get this problem resolved befor the 25 th

  Business response

  01/04/2024

  ********** follows a standard process for authorization of purchases. This includes use of a valid credit card, correct billing address, expiration date, and CVV.

  Similarly, we follow standard guidelines for account verification. When an account cannot be automatically verified using the verification system, manual verification is required. 

  If adequate information is not provided to facilitate verification, and we are unable to verify an account, we are not able to proceed with redeeming the prize. In this case, our team reached the decision that ID verification could not be successfully completed. The account was closed and while we could not process the prize redemption, refunds were processed to the cards that was used for purchases. 

  We understand that this was not the desired outcome, but we must adhere to strict procedures on account verification.

   

  
  

• Initial Complaint

  24/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well I has been playing with funzpoints for about 4 years and I had put tem dollars on and ended of cashing out at 500.00 and previously my account had been confirmed I has winnings put into one of my accounts now everything was fine and then they said that there was more than one account with my info which is false cause u can't even make a 2nd account or attempt to with out being shut down so I don't understand why they can take my money and now all of a sudden tell me I need to verify myself mind you I've already submitted the legal documents prior to thid cash out

  Business response

  29/01/2024

  Hello - 

  Our Terms of Service state that multiple accounts are not permitted. During our verification process, it was identified that Ms. ****** previously set up a Funzpoints account so our team reached out to her for verification of this new account. When there is a violation of our Terms, the matter is immediately escalated for further investigation and therefore may take a bit longer for the matter to be resolved. Upon review of the communication regarding this situation, I can confirm that Ms. ******’s account was flagged on January 23. She provided the requested information on January 25 and her account was promptly validated and her redemption processed and released to her account that same day.

  We understand the frustration caused when an account is flagged and a redemption is placed on hold, but we hope the explanations provided to Lindsey from our team provided clarification on our process.

  Thank you for giving us the opportunity to respond to this issue.

  Leanne
  

  
  

• Initial Complaint

  08/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Refused refund for unauthorized charges on my bank statement after my phone was stolen

  Business response

  18/12/2023

  Hello - 
  
  This is in response to complaint 20977125 from ******* ******. 
  
  ********* email address is registered with **********. The first login on her account was Jan 24, 2023. On Dec 2, 2023 ******* reported that there were unauthorized charges on her account. Our team conducted a thorough investigation of activity on her account, including the purchases that ******* claimed are not legitimate. 
  
  We use a sophisticated 3rd party fraud prevention system that flags any questionable or irregular activity. This system verified there was no suspicious activity on ********* account for the time that she reported. ******* claims that she filed a police report and we encourage her to have the officer who filed the report contact us so that we can share the findings of our investigation with them. 
  
  Thank you for giving us the opportunity to respond to the complaint.
  
  ******

*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. ↩