Complaints

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

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  Sightline Payments LLC

  8400 W Sunset Rd STE 210 Las Vegas, NV 89113

• 

  Sightline Payments LLC

  PO Box 98153 Las Vegas, NV 89193-8153

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:01/08/2024

  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.

  December 2023 I had a fraudulent charge on my Play Plus card (that I got through PA lottery) Play Plus denied my claim because the merchant has my name and phone number. Scammers can have all your information so why is that a denial. The tracking number that was provided by the merchant shows its coming from *****, this merchant is supposed to be an *****************. Also tracking shows it was delivered to ** ******** wherever that is, isnt me, but Play Plus wont even take that tracking (which Play Plus has) into consideration. Terrible customer support!

  Business Response

  Date: 01/17/2024

  Sightline Payments does not feel this is a valid dispute due to the investigation is still pending. The customer never completed the i2c Customer Statement of Disputed Transactions. In accordance with Reg. E, because the customer did not complete and return the form as requested, the customer waived their right to have provisional credit that could applied to their account. 
  
  In reviewing this case, it appears to be in a pending status, which means, the dispute is still under investigation and/or communication with the acquiring institution / payment processor. 
  
  It is important to note, the shipping tracking information for the product the customer claims they did not purchase does show a delivery address to the customer's home address registered to this card.  Further, the customer appears to know that the merchant should have been a US-based merchant, which, according to all data provided by i2c is factual, however, the product appears to be shipping from ***** rather than within the US, which may have caused confusion to the customer. 
  
  Lastly, ********************** does not believe this complaint is valid as the dispute the customer filed is still pending and the outcome on the dispute has not been decided. We believe this complaint should be removed until the customer's dispute has been finalized and the customer has the final determination from i2c. 

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21100106
  
  I am rejecting this response because: I have submitted the document requested at the time they asked for it. Sent it again today. I knew who the company was and the address of this company from the documents sent to me by PlayPlus. They gave me the information when I called because I didnt even know what company I supposedly ordered from! All the information was given to me by PlayPlus!! If you would go to the actual website from the shipping provider and not just click the link this company  sent you will see that this does NOT go to my address!! The tracking number was also given to me by PlayPlus! Play Plus provided me ALL the information I have! They say its still pending, I got an email stating it was denied!! I have NEVER even heard of this company let alone order from them! 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 01/29/2024

  Sightline Response: SLP just this morning (01/29/2023) reverified with i2c (the payment processor managing this dispute) that the case for the disputed transaction is in-fact still outstanding and has not been closed.Since this matter is still being managed by SLP and its payment processor i2c and this case has not been closed, Sightline payments still stands by its original statements that it does not believe this complaint is valid as the dispute the customer filed is still pending and the outcome on the dispute has not been decided. We believe this complaint should be removed until the customer's dispute has been finalized and the customer has the final determination from i2c. 

  Customer Answer

  Date: 01/29/2024

  Attached is the email stating my claim was denied! I received it 1/4/24

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21100106
  
  I am rejecting this response because: Attached is the email stating my claim was denied! I received it 1/4/24
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 02/08/2024

  Sightline Response: Since the last correspondence with the complainant and possible system synchronization lag the dispute is now showing as closed as a denial to the complainant. The complainant has provided the emailed response from I2C (the processor and dispute handler). We also have attached the response from the merchant with supporting information as to why the denial. The Billing and Shipping address match the address on file for ************************************* Play+ account.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21100106
  
  I am rejecting this response because: Now you say it was closed after I sent you the copy of the email saying it was closed. If your lag time is weeks then your company needs an update. If you look at the merchants documents that you submitted, you would see that is not my email address that the business used. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 02/14/2024

  Background: On February 8th,2024, Sightline Payments, LLC (SLP) received the response from the complainant making statements about lag time and their email address not matching merchant documents.
  Sightline Response: Sightline Payments and its payment processor (i2c) managed this dispute in accordance with the Electronic Funds Transfer Act (Regulation E). The customers statements about lag times in our responses to this complaint process or their email not matching are irrelevant to the Regulation E processes. Email addresses are not issued and maintained the same way as drivers license numbers or passport numbers or even social security numbers (in other words, the same individual can have more than one email address and ownership is challenging to verify, especially in a purchase).
  As stated in previous responses (totaling three) to this complaint, all information provided reflects an authorized and valid purchase using full PAN (all 16 digits of the card) and CVV and Expiration Date match. This does not insinuate the complainant made the purchase. If the complainant claims they did not make the purchase, we will not argue with that claim. However, in accordance with the **** (Regulation E) this dispute was managed by the payment processor (i2c) who was in direct correspondence with the complainant and was able to send/receive all relevant information. With all that relevant information, this dispute was granted in favor of the merchant by the payment network ****** MasterCard, or Discover). If the complainant wishes to continue their complaint, we encourage them to file a complaint against the payment network.
  Sightline payments will not respond to any additional responses from the complainant regarding this issue. 

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21100106
  
  I am rejecting this response because: The lag time comment was in a response to me, from your company!  If Your company said it was lag time! It looks like you have not read the responses to me from your own company! You do not have to respond anymore, you dont even read responses from your own company so that shows a lot right there. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made two deposits to this card nothing major ***** via PayPal. I win so I go to withdraw my winnings and there is no instruction on how. I have to dig and dig I am directed to a website. ************************************************************* specific for Windcreek Casino. I go to withdraw and they make you jump trough hoops I have to wait 7 days for the bank to be verified . Well when I contact support they say its a security issue yet there was no issue to take the money in two seconds. There isn.t even a way to get a virtual card they are just holding on to peoples money

  Customer Answer

  Date: 10/02/2023

  I have also filed a complaint with the ************ gaming board

  Business Response

  Date: 11/13/2023

  Background: On October 2nd,2023, 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:
  On September 25th, 2023, the customer processed two $10.00 transactions from PayPal (totaling $20.00). These transactions occurred within 60 minutes of each other.
  The customer proceeded to transfer those funds to a casino operator of their choosing.
  On October 1st, 2023, the customer transferred funds from that casino operator back to their Play+ account (account maintained by SLP).
  On that same day, the customer initiated a transfer from SLP in the amount of $55.18 to their bank account at Chime. This account appeared to be successfully lined to their Play+ account.
  Like most companies managing ACH transfers and settlements, the process for sending and settling ACH transactions can take as much as 4 to 7 days for completion. At the time of linking the bank account, the patron is notified by SLP that the settlement can take a few business days for proper settlement.
  The transaction was completed and settled on October 3rd, 2023, and those funds were in the customers Chime account on that day. 
  SLP maintains that these settlement timeframes are necessary for the proper and appropriate protection of its customers and efforts to minimize exposure to potential unlawful or unauthorized transaction processing. Additionally, SLP believes that these processing timeframes are not unlike most other companies managing the processing of ACH transactions. We appreciate the customers concern about the transaction timeframes, but also believe these issues to be fully resolve without any further dispute or adverse action due to the fact that the customer-initiated transaction was processed within the timeframe specified by SLP. 

• Initial Complaint

  Date:08/30/2023

  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 have been charged on my **** with no explanation.i do not recognize this company or the amount. I have tried to contact them via their website and by phone. I want to know what the charge is for and credit if due.

  Business Response

  Date: 11/16/2023

  Background: On September 28th,2023, Sightline Payments, LLC (***) received the complaint from the Better Business Bureau (BBB) regarding the account being maintained for ********************* (customer). *** is unable to locate an account for the patron that filed this complaint. If the patron has a funding instrument that has been used without his knowledge on our platform, we encourage the patron to file a Chargeback with their financial institution so *** can locate and block the *** account the funding instrument funded, and ********************* can recover the funds for the unauthorized transactions. If ********************* is in need of Sightlines assistance, please contact Sightline Payments customer support.
  Also, we would like to apologize for the delay in a response to this concern. Sightline has experienced some turnover and did not have access to such complaints until a mailed copy was received in the mail. This has been remediated and is dedicated to providing a swift and thorough response to items such as these going forward.  

• Initial Complaint

  Date:07/26/2023

  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.

  My play+ card is curranty blocked. the reason given is suspect fraud. When I contacted support They said the pin was entered incorrectly. They said they would send me an email to start the investigation. I never got the email. Called support again. They said I just have to wait. I called four more times. still no email. It's been a week since the block went on. No email. I have ******** dollars on this card. I need this money. I understand security and will gladly provide whatever they need. But they refuse to start a process that they say could take up to 90 days.

• Initial Complaint

  Date:05/30/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They stole $407 from me and wont give it back , they approved a transaction the other bank never got the money and now Im out $407

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 is the company who handles all playplus transactions for online casinos in **. I had won on golden nugget online and withdrew my funds to my card. After getting my card out of my drawer I seen how badly worn it was and requested a new card. I was immediately disconnected and my card canceled and my winnings restricted and my info sent to loss prevention. This was on 4/30/23. As of 5/12 I have not heard anything at all, even after several emails. Chat requests and phone calls.

• Initial Complaint

  Date:05/11/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  My play+ card was used on PayPal without my authorization. I call pay + support about the charges, they tell me that's they can't do anything so I must call PayPal. I call PayPal and explain to them what's going on, PayPal opens a case and investigate which the results was PayPal email me saying my case was closed and the will be refunding the charges. Once I receive the refund I go to try to go withdraw the money. Sightlines blocked my card and my account. I'm really not sure why they blocked my card and account, because they say they can't give me any information I have to wait for the payment department to reach out to me by email within 24 - 48 hours. I still haven't received any emails in regards to this matter. I just want my card unblocked so I can retrieve my money.

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In June of 2022 I tried to place a bet of $100 at the sportsbook of **************, Blackhawk.I was instructed to use a Play Plus account to place this bet.I created the account.I was unable to place the bet.I am now trying to recover my $100.

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 April 3, 2023 I cashed out $605.94 to my playplus account which I won the funds from the golden nugget casino online. When I went to obtain my funds, I was told that there was a block on my account. I contacted ********************** plus flight line and I was told that there was a dispute. I was told that I needed to get paperwork from my bank, indicating the status of the dispute status of the dispute was that my bank was not going to re-open the claim, and then received an email from playplus stating that since my bank was not going to re-open the dispute, my account would be turned to a withdrawal only account so that I will be able to withdraw my $605 and then I would no longer be able to use play plus. I turned everything in then I was asked to send over a selfie with my ID. I done that then I was asked to send over the letter from the bank. Ive done that now ** being told that my funds are still being investigated what I would like to obtain is my $605.94 and I dont want any more dealings with playplus. My money has been on hold since April 3 today is April 18 if we already received a letter that my bank is not going to re-open the dispute, and I already received an email stating that this account would be turned to withdrawal, only then what is the hold up?

• Initial Complaint

  Date:03/28/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  My bank account contained two fraudulent transactions on Feb 27, 2022 ($860.00 and $1860.00) from a on line gambling website. I called my bank and they said an ACH had been used (account number and routing number) to performed unauthorized charges. My bank disputed the charges and refunded the amount. The Sightline Play ***************** apparently allows the input of bank information on their website without proper authorization or identity verification measures to allow people to ****** on line. This practice is illegal, not binding and it fosters the perfect environment for illegal activity. Since my bank disputed these unauthorized charges, ********** had the audacity to send my information to a collections company "TRS". The coupling of these two companies screams double defrauding scheme! Remove me from TRS collections list.TRS sent me two letters trying to collect money for transactions I did not authorized. How in the world can the Sightline company prove I used their services? They cannot because I did not. Let alone this debt collections company try to collect on two unauthorized/fraudulent charges? BBB please assist me to resolve this practice and please investigate these two fraudulent companies. We cannot afford as a society to stand for this type of deceitful schemes.