Business Profile

Financial Services

Sightline Payments LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Complaints

This profile includes complaints for Sightline Payments LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

40 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/04/2025
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.
So I deposited money into my Caesars Play Plus account (debit card) And then I proceeded to deposit from this account to my hard rock bet play plus account. Ive done this numerous times, as Ive never had an issue and as it states in their terms that the cards may be used as debit wherever discover is accepted. it also literally says cross platform, meaning i can deposit amongst the accounts with one anothers cards. So I had an issue and the transaction was not working , so I reached out to chat, and explained this to them. the lady was shocked and acted as if Im not allowed to do a transaction in that manner. I said okay. No problem. Moving forward that I would not. after a hold, she came back to tell me that my account was suspended pending reviews and verification. so. i finally got the prompt hours later to verify my identity , which I did. They actually called it and are calling it fraud which is absolutely absurd. i told them that its funny ( but not in a funny way) that they allowed for me to do this in the past numerous times and that if they wanted to review the acct then why did they allow for me to deposit my money first. This was early early afternoon/late morning. so i expect a review to happen rather quickly at this point. didnt happen. they confirmed getting my documents. And said that they work m-f 9-5 So at this point Im ******. i had plans for that money and here we are Tuesday the 3rd and I still dont have my money back and was told that it was available for withdraw yesterday, the 2nd. the incident occurred on Jan 31, 25 i reached out again and just keep getting the run around. I have cursed and expressed how i felt about this crazy practice. as you see in my pics , they said it was available yesterday for withdrawal and then they wouldnt do business with me. No problem. I need my money. Immediately. I understand i probably should not have cursed but they should not have done what they did either. Now they wont respond.
Business Response
Date: 02/26/2025
Please see the attached letter for Sightline Payments response.
Initial Complaint
Date:11/26/2024
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.
Randomly one day my play card was frozen/blocked, without any explanation why. I reached out via live chat, and they told me it was "suspected fraud," but could not provide details and advised me someone would email me with further instructions, which was a bit concerning because a normal bank would normally call you to confirm charges, etc. Finally a week later I received an email requesting photos of 3 of my debit cards, my drivers license, and a selfie holding my license. I took pictures as they requested and emailed back to them, although hesitant to send such sensitive financial and identity information via non-encrypted email, I just wanted access to my money again. Over 30 days later still no response so I re-sent the email and reached out to them, and finally received an email back today telling me due to "activity" my account is being closed. They will not provide any details and there was absolutely not suspicious "activity" conducted using their card. I literally used it on a sportsbetting site which is the purpose of the card. Why even ask me for photos of my debit cards and my license, etc., if you never intended to simply verify my information in the first place? Now they are telling me they will mail me a check for the amount in my account, but will be taking $10 for a "Check PROCESSING fee." This is ludicrous. There is no way it costs $10 for them to process a check, and I believe they are scamming people.
Business Response
Date: 12/10/2024
Please see attached response to the complainant regarding this complaint.
Customer Answer
Date: 12/24/2024

Complaint: 22608821

I am rejecting this response because:
Company advised a check was mailed for the balance in the account (informed on 11/26, and then again on 12/12), but as of today I have not received my money and feeling this may be a stalling tactic. Luckily it wasnt much money, but regardless it isnt ethical and I feel duped.
Business Response
Date: 01/14/2025
Dear *****,
Please view the attachment for our response. Please reach out if more information is required after reading the letter.
Thank you.
Initial Complaint
Date:07/23/2024
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.
I recently have had fraud on multiple accounts after my account information for my email was compromised. My account online, My email, Discover card, checking account all impacted. I have filed the unauthorized activity chargeback with the financial institution and provided the bank documents that show that there was suspicious and fraudulent activity on my account. They are unauthorized transactions and my account being reopened with play+ was unauthorized. I have an open investigation with the *** and CFPB and provided that documentation to my bank. Discover has open the investigation through the normal chargeback process and would like this marked as fraud with Sightline payments who has reached out to me now about these charges.
Business Response
Date: 07/24/2024
Sightline has reviewed and prepared a response (attached) to ****************** complaint. Sightline believes the remainder of this process should be handled directly with Sightline's customer service team for updates and correspondence for this case and Regulation E updates.
Customer Answer
Date: 07/24/2024

Complaint: 22027336

I am rejecting this response because: I have filed the chargeback via the fraud department at Discover who has charged back these items to the merchant. I have followed the Regulation E process through initiating the process through my financial institution.

Sincerely,

*************************
Business Response
Date: 07/31/2024
Dear *******,
Please see the attached for response and further correspondence.
Thank you,
Play+ Risk and Compliance Team
Customer Answer
Date: 07/31/2024

Complaint: 22027336

I am rejecting this response because I would confirmation that I am liable for the charges for these transactions with my financial institution

Sincerely,

*************************
Business Response
Date: 08/14/2024
Please see attachment for response.
Initial Complaint
Date:06/24/2024
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 6/20 I made a deposit through play plus (sightline) to my horseplay account. The funds were not delivered to my horseplay account and after contacting horseplay I was informed sightline was experiencing outage issues and were working to resolve. I called the number on my play plus card the funds were deducted. Numerous attempts have been made by me to get a resolution, Ive been told different things each time by their customer service representatives. The transaction was not pending it had completed, and I was told there is nothing they can do, contact horseplay. I have screenshots, my statement, and the horseplay customer service team feel helpless about this issue because it is an error on play plus(sightline) end that they are responsible for. The whole time I was referring to the technical issues and outage they experienced, they took no accountability to fix what happened with my funds. I was not even offered to dispute the charge and I am Confident after reading others reviews and experiences this is a problematic corporation that needs to take responsibility and take action to correct the problems they caused.
Business Response
Date: 07/09/2024
Dear ******,
Please see the attachment for our response.
Thank you,
Sightline Risk and Compliance
Customer Answer
Date: 07/09/2024
I have been in contact and made numerous attempts with Sughtline and Horseplay I am not getting results. A supervisor issued free play for my account, this anomaly is a missing deposit from my bank card that was never delivered. I want a refund and am disputing the charges
Customer Answer
Date: 07/09/2024

Complaint: 21890286

I am rejecting this response because: I have been in contact and made numerous attempts with Sughtline and Horseplay I am not getting results. A supervisor issued free play for my account, this anomaly is a missing deposit from my bank card that was never delivered. I want a refund and am disputing the charges

Sincerely,

*****************************
Customer Answer
Date: 08/08/2024
The issue has been resolved not by Sightline, but by the website they are affiliated with Horseplay. I have stopped using their site because of the experience I had and the back and forth to finally get a resolution. I was issued my money that I was rightfully charged. Thank you.
Initial Complaint
Date:06/10/2024
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 opened an account in April 2024. I received no physical nor digital email, and have not been provided any information about my account (not even the fact that it was successfully opened). I am looking to login and access my account, but they refuse to provide me my login credentials until I deposit an ADDITIONAL $150 into an account that I CANNOT EVEN ACCESS.
Business Response
Date: 06/26/2024
Dear ***********,
Please see the attached for the response from Sightline Payments LLC. Sightline recommends Mr. ** to contact Sightline customer service to further discuss account details.
Respectfully,
Sightline Payments
Initial Complaint
Date:05/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 15, 2024, my Play+ accounts were frozen due to "fraud." My account associated with **************** has a balance of $3086 which I am not able to access. I have used Play+ for several years prior to this date without incident. On May 15, 2024, I made a deposit for $2000 and $1086 into the account with a **** credit card. Later that day, I then went into the app to withdraw the funds to my bank account. The transfer was accepted. A couple hours after the transfer, they froze my card, and retroactively blocked the transfer, even though I initiated it prior to the account being frozen. Later that evening I contacted customer service, and they told me loss prevention would send me in an email in the morning. I received the email, and promptly answered all questions, and submitted ALL documentation they requested within an hour. I was told after I submitted the documents that my account was "in review" and they refused to provide me with a time frame for how long the review would take. They refuse to set any expectation, or tell me how I will obtain access to MY funds. I am demanding access to my funds immediately. I submitted all required documentation, but Sightline refuses to release my funds despite my cooperation.I would like Sightline to provide an immediate resolution. I would like them to do one of the following (the order listed below is my preference):1. Full account reinstatement.2. Access to my deposit, and transfer to my bank account in file.3. My deposited refunded back to the source.At this point, I just want access to my funds.
Business Response
Date: 05/22/2024
Please find Sightline Payment's response to ********************** complaint.
Initial Complaint
Date:03/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sightline payments LLC has a prepaid card in conjunction with online casinos. Its called their play plus card. This card was issued via Caesars Sportsbook . On 3/14 ******* made 2 transfers to my play+prepaid play plus card. Unbeknownst to me, this prepaid card was closed so the 2 transfers to my card failed and supposed to be return to *******. ******* claims they did not receive the funds back and thus never credited my account at Caesars. The two amounts were $2051.23 and $2850.01. The prepaid card issued number is/was ****************
Business Response
Date: 03/27/2024
Thank you for bringing this issue to our attention. We encourage ***** to utilize and work with Sightlines customer support team to resolve this matter. This provides better records and handling for matters like these. We have created a ticket (11***66) for you in our ticketing system and have provided this to the email on your account and the one provided via BBB. Sightline has already reached out to the gaming operator to resolve this matter, we look forward to having this issue resolved as soon as possible.
Initial Complaint
Date:02/05/2024
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.
PlayPlusGo aka Sightline Payments is just one of the plethora of things that stink about the online casino racket in **. They advertise making your deposits or storing your winnings with them to use when gambling online. About 2 weeks ago my card from them did not work. I had to go thru all the red tape and being put on hold upon hold only to get some dude with an accent so thick I had to guess his every word. of course that is par for the course. I guess he was in ***** which is fine but why can't I just get someone that I don't to ask them to repeat everything? he said my account was frozen because they suspect fraud. FRAIUD??? I am 65 years old and have only the most rudimentary skills with PCs. I don't even know how one would commit fraud in this situation. Then he said he would send some email to me with more info requested but that has yet to happen. Now I get the run around to go along with their made up reason. I believe it is just a ruse to steal from the elderly because most lack the cyber savvy of today's youth. If he is accusing me of fraud-it's so ridiculous it's pathetic-have me arrested and present the evidence. I have nothing to hide. I play by the rules. i obey the law. The only fraud being committed is by them by saying I committed fraud. Present the proof then. There's none of course but ;they are sitting on my money. I guess they get a % of every person's stash they freeze out with their bogus trumped up accusations. I am so angry and sick of being taken advantage of by online casinos in general. Golden Nugget claims not to be affiliated with PlayPlusGo so they can't help. But then all these sites love you and ***** your favor with bonuses and promotions until you win some money. Then you are persona non grata. They suddenly need photo ID, birth certificate, ss card & more just to claim your winnings. That's another complaint I will be filing about those thieves. For now i just want what I rightfully earned out of the clutches of PlayPlusGo 'T
Business Response
Date: 02/08/2024
Background: On January 24th,2024 ************************* (complainant) filed a complaint with the Better Business Bureau (BBB) against Sightline Payments, LLC (SLP) indicating his account was suspended. In our investigation we have determine the following facts:
11/30/2023 The complainant successfully enrolled for a Play+ account.
11/30/2023 to 1/2/2024 - The complainant used the account without interruption, funding and withdrawing to the online casino as intended use of the Play+ account.
12/26/2023 The complainants personal card to this account was activated.
12/30/2023 During routine transactional monitoring, the activity in **************** account trigger flags for review.
01/2/2024 The account was placed in a suspended state. **************** was sent an email to the email address associated with Mr. ******* Play+ account, requesting documentation to clear the alerts.In this request, a current government issued ID along with the 10 different funding instruments used to fund the Play+ account was requested to only show the full name on the card and the last four digits of the card number.
02/6/2024 Sightline Payments has not received a response from the complainant satisfying the documentation request.Due to the noncompliance of the request, the account is still in a blocked status.
02/06/2024 The original email request was resent to the complainant at: *********************** which is the email on file for the Play+ account.
While ******************** cannot divulge the specific rules or parameters against which the transactions on this account were flagged, ******************** can verify that the account will only be suspended as long as it takes the complainant to provide all the information requested in the email and that the account will be promptly re-opened immediately after all documents are obtained and reviewed / verified.
We hope the customer can appreciate our commitment to protecting and preserving the assets and integrity of this platform and our efforts to provide safe and sound financial products &services to all our customers.
In closing, we hope the customer can appreciate our commitment to protecting and preserving the assets and integrity of this platform and our efforts to provide safe and sound financial products & services to all our customers.
Initial Complaint
Date:01/24/2024
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 signed up for play+ ( Play+ is "an fdic insured reloadable account") and I deposited $2000 into my play+ account. Two days later, my play+ account was suspended for "fraud". My account was wrongfully suspended. Anyways, ever since then, I've had absolutely no access to all of the money I've deposited. I've sent play+ all required documentations about my identity, but I've gotten no response from them. I've even tried to call them, and there was no sound on their end of the phone. It's been about two weeks since this all started. I fear that I may never see my $2000 again, as Play+ is notorious for suspending people and withholding their funds.
Business Response
Date: 01/29/2024
Background: On January 24th,2024 ********************* (complainant) filed a complaint with the Better Business Bureau (BBB) against Sightline Payments, LLC (***) indicating her account was suspended. In our investigation we have determine the following facts:
01/08/2024 The complainant successfully opened their Play+ account.
01/08/2024 The complainants personal card to this account was activated.
01/09/2024 The complainant linked two different funding instruments to her account and funded ******************** account with two transactions totaling $2,000.
01/10/2024 The account was placed in a suspended state.
01/13/2024 The complainant contacted *** customer support and a ticket was opened (this was a Saturday)
01/16/2024 *** responded to the ticket which was opened and requested additional information from the customer to further verify their identity. (this was a Tuesday after a holiday which occurred on Monday, 01/15/2024).
01/16/2024 The complainant responded to the *** inquiry and provided the documentation requested.
01/17/2024 *** responded with an additional inquiry with one additional inquiry about a bank statement to help provide proof of ownership of the account funding the ******************** account.
01/24/2024 The complainant responded with the documentation requested.
01/24/2024 The complainant inquired about how long the review would take and also proceeded to file a complaint with the BBB.
01/25/2024 The documentation was reviewed and the account suspension was released (less than 24 hours from the time the last requested documents were provided) and the customer was notified of the account opening and the customer had full access to her funds.
As stated by the customer, the funds on these accounts are eligible for FDIC insurance and as such, *** and its sponsor banks have a responsibility to its customers and to its regulators to investigate accounts and inquire with customers to help protect customers and their accounts. The process *** followed, was in accordance with all regulatory expectations and the terms and conditions agreed upon by this customer at time of onboarding, including, but not limited to section 3. Identification Verification Process and section 20. Fraudulent or Criminal Card or Account Activity; both of which specify the necessity for verification and/or suspension for purposes of detecting and/or investigation potentially unusual or suspicious activities.
While *** cannot divulge the specific rules or parameters against which the transactions on this account were flagged, *** can verify that the account was suspended only as long as it took the complainant to provide all of the information it requested and that the account was promptly opened immediately after all documents were obtained and reviewed / verified.
We hope the customer can appreciate our commitment to protecting and preserving the assets and integrity of this platform and our efforts to provide safe and sound financial products &services to all our customers.
In closing, it is important to note,the account was unsuspended less than 24 hours from the date/time the customer provided the last requested document. *** feels it managed this account suspension / opening within the parameters of its terms and conditions and has provided the appropriate level of support and protection to the account as indicated in the terms and conditions.
Customer Answer
Date: 01/29/2024
I don't like how some information was omitted in Sightline Payment's response. Yes, SLP responded with an additional inquiry about my bank statement on 01/17.. and I responded to their email, with my full bank statement, less than 40 minutes later. I responded to SLP on January 17th, not January 24th. Also, SLP saying that I "inquired about how long the review would take and also proceeded to file a complaint with the BBB" isn't the full story. I initially sent SLP an email inquiring about how long this review would take on January 19th... not the 24th. My complaint was never about SLP conducting this review... I understand it. I bet with large amounts of money, so this type of review isn't new to me. My issue was with the time it took for SLP to conduct this review and the lack of communication. No one responded to my emails for large periods of time, and when I called them... their end of the phone was silent. That was my issue. I have emails to prove everything if need be.
After not having access to my money for 15 days, they finally granted me access to it. So this issue was resolved, but I'm not content with my experience with Play+/Sightline Payments.
Customer Answer
Date: 01/29/2024

Complaint: 21190590

I am rejecting this response because:
I don't like how some information was omitted in Sightline Payment's response. Yes, SLP responded with an additional inquiry about my bank statement on 01/17.. and I responded to their email, with my full bank statement, less than 40 minutes later. I responded to SLP on January 17th, not January 24th. Also, SLP saying that I "inquired about how long the review would take and also proceeded to file a complaint with the BBB" isn't the full story. I initially sent SLP an email inquiring about how long this review would take on January 19th... not the 24th. My complaint was never about SLP conducting this review... I understand it. I bet with large amounts of money, so this type of review isn't new to me. My issue was with the time it took for SLP to conduct this review and the lack of communication. No one responded to my emails for large periods of time, and when I called them... their end of the phone was silent. That was my issue. I have emails to prove everything if need be.
After not having access to my money for 15 days, they finally granted me access to it. So this issue was resolved, but I'm not content with my experience with Play+/Sightline Payments.

Sincerely,

*********************
Business Response
Date: 02/05/2024
Background: SLP will not engage in arguing about dates and time ranges with the complainant. We appreciate the complainants frustration with the length of time it took to complete our review of the documentation submitted, however, in the complainants response it was clearly stated, I bet with large amounts of money, so this type of review isnt new to me. My issue was with the time it took for SLP to conduct this review and lack of communication. However, in SLPs original response, it was clearly outlined that SLP took no longer than 24 hours to respond to any document and/or inquiry from the complainant, other than the complainants original inquiry which was received on 01/13/2024 (Saturday) and SLPs response to her initial inquiry on 01/16/2024 (Tuesday) which was after a federal Holiday.
As summarized by the complainant,clearly some reviews will take longer than others, and SLP feels it was responsive in the entire review process as outlined by the timeframe included in SLPs original response.
Since the complainants account was approved and the complainant does not appear to be truly complaining about the review itself, *** believes this complaint should be closed and fully resolved.
Initial Complaint
Date:01/11/2024
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 January 8, **** someone stole my debit card information and began using it through playplusgo.com for 130 different cash advances at the Cirqa Casino and ************* sports book.
Customer Answer
Date: 01/13/2024
I called this business to attempt to get information about who made these charges and the technician who answered the phone was uncooperative to say the least. I asked him to use my debit card to look up the account that made all the fraudulent charges, and he refused to even attempt to do that. I want to press charges against the person that stole all of my money, and this business was unwilling to help me get that information.
Business Response
Date: 01/17/2024
Sightline Payments believes this complaint is invalid. The customer does not appear to have ever contacted Sightline Payments to attempt to investigate and resolve this issue nor has Sightline Payments received any disputed chargeback from any financial institution who's customer name is **************************

Further, after reviewing transactional data, Sightline Payments cannot find any transaction(s) processed through our network that would be associated with the complainant.

If the customer would be so kind as to provide ********************** with additional supporting documentation, we would be happy to further investigate these claims and work with the customer and their financial institution to resolve the claims she has submitted regarding these transactions. The supporting documentation we would like the complainant to provide would be the following:
Any and all supporting documentation from the customer's bank illustrating the claims that the transactions are fraudulent. This would include, but not be limited to:
EFT Resolution forms
Dispute / chargeback notifications
Applied provisional credit to the customer's account as a result of their disputed chargeback with the financial institution
Police Reports
The first 6 and last 4 digits of the credit / debit card(s) in question
Date, time and dollar amount of each transaction that was conducted.
It is important to note, requesting financial resolution from Sightline Payments is not in accordance with the Reg. E dispute and chargeback processes. The customer is required to work with their financial institution to report, investigate and file the applicable disputes / chargebacks with her financial institution. Sightline Payments would work closely with her financial institution in the investigation of the disputed transactions and only if the disputes / chargebacks are won (in her bank's favor) would compensation be made to the financial institution who would then credit the customer's account.

********************** believes, this complaint is invalid due to the fact that the we have no evidence of the complainant ever contacting us through our customer support line and we have no evidence of any disputed chargeback received from any financial institution with a customer's name of ************************* (or) ***************************** for the time period specified.
Customer Answer
Date: 01/17/2024

Complaint: 21121876

I am rejecting this response because:
I am attaching a photo copy of just a few of the fraudulent charges made to my bank account and the telephone call I made to playplusgo on January 9th for assistance. There were many more charges made to my account throughout the afternoon before my bank caught the fraud and stopped it. Also if course there is no account with the name ************************* in their system because I have never used their system, but someone used my debit card which is under the name ************************* and they did not bother to ask for any identification with the use of the card. This allowed someone to fraudulently make charges to my bank card because they did not verify that it was the correct person using the card.

Sincerely,

*************************
Business Response
Date: 01/29/2024
Background: On January 11th,****, Sightline Payments, LLC (SLP) received the complaint from the Better Business Bureau (BBB) regarding the account being maintained for ************************* (customer). SLP researched the customers account and can confirm the following:
Sightline Payments believed this complaint was invalid. The customer does not appear to have ever contacted Sightline Payments to attempt to investigate and resolve this issue.
On January 17th, ****, SLP provided its response indicating, in accordance with 12 CFR Part **** - *************** Transfers (Regulation E) the customer would have to process these disputed transactions through ****************** personal banking account.
On January 19th, ****, SLP received Ms. *************** with the same claims as before.
SLP Response: As of January 29th, **** Sightline Payments (SLP) still has not received any chargeback request from any bank pertaining to the cardholder ************************* and the bank Advanced Plus Banking. Which means, ****************** still refuses to follow the required regulatory process of reporting these transactions through her bank and allowing her bank to work with SLP in managing the dispute / chargeback processes. SLP will not respond further to these unfounded claims when this individual refuses to follow the regulatory processes of reporting these transactions through their bank and allowing the banks to manage this process in accordance with the requirements of Regulation E.
Further, ****************** claims about names having to match is not accurate. There are plenty of merchants operating in the US (including Amazon.com) who accept credit and debit cards without the requirement for names to match. ****************** remarks about SLP not asking for identification when accounts were opened and other statements about names matching are inaccurate.
SLP looks forward to working through this dispute / chargeback process with ****************** bank to manage these chargebacks in accordance with the regulatory requirements outlined in Regulation E which dictate this process.
Sightline Payments still stands by its original response and believes, this complaint is invalid due to the fact that the we have no evidence of the complainant ever contacting us through our customer support line and we have no evidence of any disputed chargeback received from any financial institution with a customer's name of ************************* (or) ***************************** for the time period specified.
Customer Answer
Date: 01/29/2024

Complaint: 21121876

I am rejecting this response because: I have attached screenshots of my bank account that show illegal debits from my bank account used at their business, screen shots if my phone calls to their business if the date and time of when I called, and another screenshot of just one credit that my bank has so far been able to get back from their company. I am still waiting to be credited all of the fraudulent charges from their company. As their claim that other companies such as Amazon does not require the user of any identification I do not agree because their company is an online gambling website and should always check and require personal identification to make sure that it is the person who is using the debit or credit card. If their phone system cannot look up the date and time that I called and the phone number i called from then I take offense that they continue to call me a lier and say that I never called them when I have proof on my phone that I did. The only response I want to hear from this company is that they are sorry, and that they are going to give me all the money that was stolen from me back. My next course of action will be to go to the *************************** and file a report.

Sincerely,

*************************
Business Response
Date: 02/07/2024
Background: On 01/30/**** the customer responded with the relevant information necessary to actually respond to this complaint. It is important to note, this is not the appropriate pathway for resolving unauthorized charges. Now that we have information from the customer regarding the information originally requested in our response dated January 17, ****, SLP will be working closely with her financial institution to manage the chargeback notifications we have received from her financial institution. As indicated in our prior responses, fraudulent transactions occur across a wide range of merchants via online merchant services (even Amazon.com will experience chargebacks). Therefore, it is important to note, we mange chargebacks in the same manner as any other merchant authorized to conduct these transactions via the ***** Mastercard &Discover networks.
Response: While we appreciate the complainants discontent with the fact that fraudulent activities occurred on their card, it is important to note SLP was not responsible for their carded information being lost/stolen or compromised. Also,it is important to note, the statements about SLP being an online gambling website is inaccurate as we are not engaged in gambling and do not use the MCC codes associated with gambling or gaming (physical or online).

However, as an institution that complies with the Electronic Funds Transfer Act (Regulation E) (as stated in prior correspondences) we manage each and every chargeback or dispute filed with our institution in accordance with these regulatory requirements. We will not advise, through the process of managing complaints through the Better Business Bureau, of any processes outlined by or enforced by Regulation E, as we are corresponding directly with our payment processors and the financial institution(s) involved in the chargebacks that have been reported / filed.
We apologize for the fact that the complainant is experiencing challenges with their compromised credit / debit card. While we are not responsible for their compromised card information, it is important to note, we are managing any and all chargebacks we receive from their financial institution. We will continue to work closely with our payment processors and the complainants financial institution to resolve the chargebacks in accordance with ********************** if the complainant wishes to file a police report, we encourage them to do so as this was one of the items we originally requested in our first response to her initial complaint,dated January 17th, ****. Police reports will help her case in reporting the erroneous transactions to her bank and having her bank report those to our payment processor for purposes of filing the chargeback for credit.

As outlined in our responses, SLP will not be issuing any credit directly to the customer. We issue credits through the chargeback processes to her financial institution (who then credits her account) as outlined by ***************** we encourage the complainant to revisit our initial response to her complaint (dated January 17, ****) which includes a list of the best documentation to support her claims that should be provided to her financial institution (including a police report) and her financial institution would provide to SLP and our payment processor to properly manage these chargebacks in accordance with the regulatory requirements that govern these processes.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Sightline Payments LLC is NOT a BBB Accredited Business.