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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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/15/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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 has not complied with Regulation E, the FBCA, or their own card agreements. Per the card agreements, every single card is its own account and has no relation to any other card or account, and you receive 1 physical Play+ card per sportsbook. For example I use BetMGM and I have a BetMGM Play+ card which I can load money on to BetMGM with that card and I can withdraw winnings from BetMGM on to that card. I also have a BetRivers Play+ card and can load and withdraw winning from BetRivers on to that card. The Program Manager for the Play+ cards is Sightline Payments. Back on July 3, 2022 I had some unauthorized charges on my BetRivers Play+ card, and I notified Sightline Payments within 24 hours of these charges happening. I never received a response from them at all. I assumed they cancelled my card and I should be getting a new one in the mail. Over a month later I get an email stating they had received a dispute from my bank and due to that dispute they had temporarily disabled every single Play+ account that I had. First of all that is a violation of the FCBA. You are not allowed to restrict any account while a dispute is ongoing. Not only did they violate a federal consumer protection law by doing that, they also breached every single card agreement that was in force. Every play+ card agreement states that "this card is not related to any other card or any other account" and I have attached a couple of the card agreements with that part highlighted. My BetMGM card has $1,368 on it which has been illegally withheld from me for over 3 weeks now. They have violated Regulation E MULTIPLE times during this dispute and the lack of respect they show for federal law is concerning. I have sent 8 emails all which have gone unanswered over the last 3 weeks. I have called 10 times and every time they tell me that they cant share any information and I need to email them because their dispute team does not have a phone number, another Regulation E violation.

    • Initial Complaint

      Date:06/16/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 withdrew money onto my play plus card (still has a balance of over 300) and play plus claimed there was fraud even though there was not. I have called 3 times and sent an inquiry. Every time I call I am told this is handled by a different department, they can not give me anymore information and they will reach out to me. It has been 10 days and no one has reached out to me. They are just holding my $300+ dollars.

    • Initial Complaint

      Date:06/16/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 Took my money after I made a secure bet via ******** money never went towards my bet and I assume the money will be put back into my personal back account. However that wasn't the case they took my money put it into a play + account and than blocked my account so I dispute them for that. My bank no longer pursuing them and I had my back create a documentation stating that to have my play + unlocked so I can have my fund. This has been going on since February 2022. They don't care or reviewing my case I need help in resolving this issue. Asap

    • Initial Complaint

      Date:06/13/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 had the same problem as the person who posted on 5/3/22. Except mine was through ****** ****** Play+ in ********. On 5/27-5/28 I won nearly 3000. I withdrew almost half ($1600) into my play+, and I transferred it into my personal accounts from there. I won a little more and withdrew $1718.00 later that morning and when I woke up a few hours after that the withdrawals were successfully processed but my play plus balance said 0 so it freaked me out. So I called them, I got no notice of any fraudulent activity on my account. I asked what was happening and they said their fraud department doesn't have a phone but I can email them. This is 05/28/2022 I have all the emails I've sent, all the documentation I provided them to resolve the issue. And I haven't heard any response and it's now 6/13/2022. I've called DAILY. Emailed 3 times a week. And nobody has an answer. They promised me a call back from their supervisor that I never got. I have written over 10 inquiries about the situation. And gave a formal warning and still have received no correspondence. The only thing I've learned is that customer support Can't issue me a check for the 1718 until my account is unlocked but nobody even told me WHY. IT. WAS. LOCKED. IN. THE. FIRST. PLACE. they have 1800 dollars of mine literally sitting in that account and are preventing me access to it for NO REASON. And now im in a hospital room 3 weeks later awaiting my first child who is literally about to be born in 3 hours and im down 1800 cause they can't seem to know what who or where the fraud department is and why I was never let know as to why my account ever was locked to begin with. I would sue them if I had the 1800 they have of mine. That I earned with money I won, off of money I work so ************* hard for. They are crooks and scammers. And if that's not the case someone should show them how to treat other people when handling money that isn't theirs. Still have received no correspondence regarding the money.

    • Initial Complaint

      Date:06/13/2022

      Type:Billing Issues
      Status:
      Resolved
      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 deposited money into my sightline play plus card plus withdrew winnings from the casino account. Then I had a transaction be declined. When I called the card, it tells me I have a zero balance when I have over $1400 on the card. Spoke to customer service numerous times who have verified that this amount was in the card but risk management department has put a hold on the card for suspected fraud (which there was none) and I was never notified of this. No one can help me and they just keep giving me an email address to contact risk management department for them to settle this matter. I have yet to hear back from them and I've sent 7 emails and called customer service numerous times and there's been no resolution. This has been going on for 4 days now. Please help me

      Business Response

      Date: 08/27/2022

      Consumer Response /* (2000, 14, 2022/07/12) */ Good morning. They finally contacted me and opened my account back up to allow me access to my money. Thank you.

    • Initial Complaint

      Date:05/31/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 was issued a withdrawal from FanDuel in the amount of $500 and it was processed by FanDuel and was in/on my "playplus card/account" I then proceeded to use the card at a gas station for $12 and it was declined on a Holiday How embarrassing, then I proceeded to call the 1800 on the card to see what the deal was, and the guy just told me my card was block and was being reviewed, the same card that I have funding for over a year with no issues and now my card is blocked and my $500 is in limbo... they don't give u know reasoning and said they would call and email me and it has been a day without either one, someone needs to step in and take a look at this companies procedures, cause it's def. Not appropriate or legal by no means, they can't just block and take peoples money without communicating and given reasons and sort, the help 1800 number is a joke, they can't tell you anything but to expect to get a email? I don't want a email I want to speak with someone regarding my money that they have and I am unable to get!! Again this company needs further investigation done on its procedures and actions!! Can get further documents to back up all info!!

    • Initial Complaint

      Date:05/31/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Play plys put a hold on my card for fraud when I won 800 dollars and I Have been trying to get them to unlock it since friday they are no help

    • Initial Complaint

      Date:05/27/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 or around April 20, 2022 there was some sort of outage with the *********** betting app that affected the play plus account attached to the app and I wasn't able to login to the betting app however once that resolved the funds that I had on my play plus account were no longer there and I have been calling for over a month asking when my funds are going to be returned to my debit card account and no one has been able to tell me or give me back my $500 I keep getting promised that a supervisor is going to return my call and no one ever calls me and now I'm just out of $500 which is unfair. I want my money back.

    • Initial Complaint

      Date:05/27/2022

      Type:Product Issues
      Status:
      Unanswered
      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 had a technology issue on 4/20 i tried to deposit $50 into my play+ account either way the page wouldn't load but my card was charged i figured it would fix later but then i saw my account showed 0 they have told me they do owe me the $50 but it's been over a month and all i want is my money back this is ridiculous and it's just like they don't care about it and i haven't filed in small claims yet but will if it's not resolved

    Sightline Payments LLC is NOT a BBB Accredited Business.

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