Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am writing to file a formal complaint against Dice (*************************), a ticket vendor, for their failure to issue a refund for a concert that has been postponed.I purchased tickets through Dice for the ********, **** leg of The Flow of Things Tour by Tank and the Bangas and ***********************, originally scheduled for October 23, 2024. The event was subsequently postponed on September 30, 2024, and since the initial postponement announcement, no new dates for this tour have been announced. This has been the case for almost three months.Due to the nature of the postponement, I requested a refund from Dice via email on two separate occasions: September 30th and November 22nd, as I know I will not be able to travel out of my home state to **** if there are rescheduled dates. In response to my requests, I have received only vague assurances from customer service representatives stating that new dates would be announced "in the near future. However, no new information or timeline has been provided, and I have yet to receive my refund. The band has also announced a whole new tour (The Heart, The Mind, The Soul Tour), which does not even include the ******** location previously scheduled for in The Flow of Things Tour. I consider the lack of communication regarding rescheduling and the continued denial of my refund to be unacceptable business practices. I purchased tickets for a specific show at a specific time, and with that event not occurring and no concrete plans for it to occur in the future, I believe I am entitled to a refund.I am requesting the Better Business Bureau's assistance in resolving this matter and securing the refund I am owed. I am seeking a full refund for the price of two tickets I paid for ($69.02). I have attached copies of my purchase confirmation, email correspondence with Dice customer service, and the postponement announcement from the band.

  Business response

  12/19/2024

  Hi there,
   
  Thank you for reaching out. I am happy to help you.

  I can confirm a refund has been requested on your behalf. I can see that you previously contacted us on the 30th of September, and the 22nd of November. A reply was provided on the 30th of September, and the 17th of December, 2024. We explained that we can't offer a refund unless a show is cancelled as per our purchase terms (below).

   
  Apologies that this show is still postponed, but theyre looking to reschedule the gig at some point. Your current ticket will grant you entry for the new date. The event organisers have confirmed they are working on getting a new date and plan to announce the new date soon. If an event is postponed, it is the responsibility of the event organisers to work with a local venue and artist management to reschedule the event. The event organisers would then notify the ticketing provider of the new date. Once a new date is announced, DICE will notify all fans and honor all tickets to the previous event, or refund if needed.
   
  Well send out an email to all ticket holders and also update the app as soon as the date has been confirmed. If you can't make the new date once it has been announced please get back in touch and we will be able to provide you with a refund then, in line with our Purchase Terms.
  
  If you have any further questions please check out our Help Center and Purchase Terms or reach back out to us.
   
  
   
  
   
  Please see the relevant Purchase Terms sited:
  CANCELLATIONS, POSTPONEMENTS AND CHANGES
  3.1 By agreeing to Purchase a ticket, you agree to waive any rights you may have to withdraw from the contract. This means that once you have Purchased a ticket, it cannot be exchanged or refunded except in the following circumstances:
   
  If an event is cancelled by the Event Partner, they are responsible for refunding the original ticket proceeds to you. DICE will arrange for the full refund to ticket holders on the ************** behalf and subject to us obtaining the funds to be provided from or on behalf of the Event Partner. We aim to do this within five (5) working days of the Event Partner returning the original proceeds to us to enable us to process refunds.
   
  If an event is postponed by the Event Partner, ticket holders may be given the option (subject to local laws and regulations) to either exchange their existing ticket for a new ticket for the rescheduled event date, or receive a voucher for the full ticket price, or a full refund. ************** may provide a refund deadline.

  
  

  Customer response

  12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The purchase terms listed in Dices response are exactly my issue. Per the Dice ************* Purchase Terms, I should be given the option of exchanging for a new ticket for the rescheduled date, receiving a voucher for the full price of the tickets or a full refund. I am not being given the options listed in the purchase terms despite the event qualifying as a postponed event by the Event Partner. This is a violation of the purchase terms quoted in the business response and on Dices website.

  *******************************************************************************************************

  I would like to know what grounds Dice has to deny the options listed in the purchase terms, thus violating the terms.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  12/20/2024

  Hi, 

  Thank you for reaching out. A refund has been requested on your behalf. In the meantime, please stay tuned for an email with any updates regarding the rescheduled date. If you still can't make the new date, please let us know and we will confirm your refund as per our Purchase Terms.

  I hope this helps. Please feel free to reach out to us via the ************************* app if you need any further assistance. 

  Best,

  *************************

   

  Please see relevant Purchase Terms:
  CANCELLATIONS, POSTPONEMENTS AND CHANGES
  3.1 By agreeing to Purchase a ticket, you agree to waive any rights you may have to withdraw from the contract. This means that once you have Purchased a ticket, it cannot be exchanged or refunded except in the following circumstances:
   
  If an event is cancelled by the Event Partner, they are responsible for refunding the original ticket proceeds to you. DICE will arrange for the full refund to ticket holders on the ************** behalf and subject to us obtaining the funds to be provided from or on behalf of the Event Partner. We aim to do this within five (5) working days of the Event Partner returning the original proceeds to us to enable us to process refunds.
   
  If an event is postponed by the Event Partner, ticket holders may be given the option (subject to local laws and regulations) to either exchange their existing ticket for a new ticket for the rescheduled event date, or receive a voucher for the full ticket price, or a full refund. ************** may provide a refund deadline.

  Customer response

  12/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dice is refusing to provide an explanation as to why Im not being provided with a full refund, despite the situation aligning with their purchase terms. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ticket for the South House - CultureCon ****************** Oct 6. I contacted the event platform well in advance of the event to request a refund and express I have conflicting schedules and cant attend. They said they would get back to me and now hearing from an ****** they are now saying even though I did not attend the event I can not receive a refund. How rediculous is this, in the time we live by money is not easy to come by I did not go to the event and they refuse to refund my money and are keeping it. I want a full refund of $81.58 returned.

  Business response

  10/18/2024

  Hey there, 

  We've been in direct contact with ***** ****** regarding this matter. 

  We're unable to offer a refund in this case, in line with our Purchase Terms - *************************************************************************************************************;

  In no circumstances will a refund be issued if requested for an Event due to take place within 24 hours of the request. I'm afraid, neither DICE nor the event organiser can be held responsible to refund if the consumer is unable to attend due to their own scheduling conflict. 

  The consumer was provided with information regarding their options before the event. These can be found on our *********** - *********************************************************;

  With this said, we consider this matter closed. 

  All the best, 

  **** ****  *** ******* *******  ****

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  the transaction date was 6/26/2024 the company is called DICE and that was the first time I have ever used an app to buy tickets like this and it wasn't obvious to me that the service they provide is nonrefundable.they keep saying it is in their purchase terms but as a consumer that has bought many products and services and I don't ask for refunds unless it is an extraneous circumstance or if it was a mistake I know I did buy the tickets but I thought I was able to go but it turns out in august I found out that I couldn't go and I don't really know how to handle these situations.considering that the app is using shady tactics like the dropdown information that the information you have to look for it. Not that it was clearly stated. I have screenshots of the purchase process and how the app looks like and I find this platform not transparent in their methods of collecting money from unsuspecting consumers. they literally overdrafted me and the bank says that it's in their purchase terms but the purchase terms are not conspicuous as the law states for products that you have to notify the consumer with signs and such that it is nonrefundable but as you can see through the very little information through just going through the app you wouldn't know unless you read everything and it's in the middle and in a dropdown menu. to me that isn't fair nor transparent and they're being really scammy about how they handle their transactions on their ****** I have stated in the emails it is literally not conspicuous that the tickets were non refundable. I thought I could just buy it in advance but I was told by my healthcare team that I should not go because I was mentally sick and that I can't do things that would put me under duress as it would trigger my disability. Even airlines do refunds under certain extraneous circumstances and that in itself is a service. why this company is being unfair is unknown to me.

  Business response

  10/18/2024

  Hey, 

  We have been in direct contact with the consumer ******** ******** and have advised that a refund is not possible on these grounds. 

  By purchasing tickets on DICE, the consumer agrees to our Purchase Terms and Terms of Use (as seen in the consumer's screenshot attached). When reviewing this case, we refer to the relevant Purchase Terms clauses (2.1 Contract, 3 Cancellations, postponements and changes, 15.2 Cancellation Rights) - *****************************************************************************************. These terms all comply with the local legislations. 

  In addition, the event organiser's ticketing policy and FAQs were provided pre-purchase on the event page for the consumer to review. These state: For further information about our ticketing policies and FAQs, please visit *************************.
  Venue FAQs: I cant make it to the show; may I have a refund? - All ticket sales are final, and event details - such as lineup, start time, set times, and stage - are subject to change without notice, due to circumstances outside our control.

  We can see that the consumer has disputed this charge via their bank, and following an investigation by our Chargeback Team as well as the consumer's bank - this dispute was resolved in DICE's favour. 

  Although we are unable to assist the consumer with a full refund or compensation in this case, our dedicated Fan Support Team did provide the consumer with alternative options to ensure the tickets didn't go unused before the event. 

  All the best, 

  **** **** 

  *** ******* ******* 

  DICE

  Customer response

  10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  The venue was willing to help me even though DICE says that they work for the venue and now that this whole ordeal happened after the event they don't want to refund me even though the original claim was much before the event and was way before the "24 hours before" the event. You saw for yourself that is not conspicuously stated on their app. Is there not any consumer laws that protect people from this kind of shady behavior. They say it is clear but clearly it wasn't. According to the definition of conspicuous,right? conspicuous: standing out so as to be clearly visible, and that's not being transparent or clear at all. When you pay for things at a store it clearly has to say at checkout and at store front that all sales are final not just within the tabs that you have to open. So, what they think that they can just steal my money? For a service I never received.
  
  Although we are unable to assist the consumer with a full refund or compensation in this case, our dedicated Fan Support Team did provide the consumer with alternative options to ensure the tickets didn't go unused before the event. 
  You know what they basically told me to figure it out myself even though I had told them that I am not even supposed to be under duress.This whole thing is causing me extreme emotional distress. They say on their website that they are also inclusive and do not discriminate based on ability and I couldnt go to the event due to my own disability and I wouldnt have paid in the first place had I known I wasnt even able to go. When I said sick I just didnt want to give more information about my disability and I thought they would be fair and do the right thing but they didn't and aren't. This company is the type of company that kicks people while they're down.

  
  There is no compassion or empathy towards me as a person.They only care about the 67.98$, my money for which I had to use on doctors and medication and moving to the point where I had basically no money as it was and then they overdrafted me. And they hide behind this supposed profit and some company policy that was not clearly stated considering it was my first time even purchasing from them and company greed is more important than my well-being. It must be nice to steal from those less fortunate. They as a company should feel ashamed that they would put someone out like that. It is the principle of what they say they stand for and they do the exact opposite.
  
  
  
  
   
  
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  11/01/2024

  Hi, 

  We appreciate the customer's feedback and rest assured - we take their complaint seriously. We're always looking to improve, so we'll continue to work on this internally. 

  Although we cannot do more for the customer in this case, we're glad to hear that the event organiser could offer assistance. 

  No further action will be taken on our end regarding this matter. 

  We appreciate their understanding. 

  Best, 

  **** ****

  Fan Support Manager 

  DICE

  Customer response

  11/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Theyre also saying they cant do anything cause its after the date of the event. But my request was way before the day of the event. Someone has to help with this case. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ticket for a concert to see Mhaol in ************* on July 15 play with Cola. Mhoal cancelled their appearance at the show. Here is their announcement: ********************************************** I contacted Dice to receive a refund since their policy clearly states that refunds are eligible should a show be cancelled. I bought a ticket to see Mhaol play with Cola, this is not the show that happened. Therefore, I did not receive the service I paid for. I requested a refund and I was denied, even though they cited the same policy I just stated. Since I have provided clear proof that the artist I paid to see cancelled, I would like Dice to refund me the money for my ticket. Otherwise, I will be forced to issue a credit card dispute.

  Business response

  09/02/2024

  Good afternoon, 

  we have responded to this fan and explained that we are unable to provide a refund in line with our terms.

  Alternatives and best ways to use our product are readily available in our *********** + in our Purchase Terms + Terms of Use.

  Thanks,

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Their terms state that refunds are provided if an event is cancelled. The lineup I purchased a ticket for was cancelled. This is in line with their terms to request a refund. They can also see that I did not use the ticket. As previously stated, my next step will be to issue a credit card dispute should this not be refunded. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  09/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Dice provided a link to their terms and services, which they've broken. 

  "3.2 If an Event Partner notifies us of any changes to an event, or we are aware of any significant changes to an event where DICE is the Event Partner, we will:
  Send a message to the mobile phone number or email address specified by you when registering with the App or on the Services informing you of the change; and
  Inform you about the Event Partner's procedure for reimbursements and refunds, where appropriate."

   

  They did not inform me that the event had a change. And this section clearly discusses reimbursement/refunds.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  09/26/2024

  Hi, 

  In response to **** ******** follow-up, I can confirm that DICE was not the event organiser for this event, nor were we notified of any changes. In addition, a minor change, such as a support act pulling out of the billing, does not constitute a material change to the event, nor are we liable to notify ticket holders. With this said, we always aim to inform fans of any changes, but this is not guaranteed in such cases as this. 

  As mentioned in our Purchase Terms; "We will; Inform you about the Event Partner's procedure for reimbursements and refunds, where appropriate." As previously explained, the event organiser did not offer reimbursements or refunds due to this support act change. Refunds due to event changes are at the event organiser's discretion, unless a show is cancelled or rescheduled. 

  Unfortunately, we're unable to help further in this case. 

  Best, 

  **** *** ******* *******  ****

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used the Dice app to purchase $113.98 tickets for an event on July 4, 2024. The event was called "4th of July Block Party ft. ******, ******************* Under description of the event, Dice indicated that the event would take place from 3-10pm, with music until 9pm. I purchased my tickets around 7pm. After purchase, and upon receiving the tickets via email, additional information was provided in the email indicating that ticket holders could only enter the event until 8pm. I would not have purchased the the ticket if this information had been disclosed to me before purchasing, as I was unable to make it to the venue by 8pm. I immediately reached out to Dice customer service via the contact us form on their website seeking a refund and letting them know the information provided before purchase was different than the information shared with me after receiving my tickets. I would not have purchased the tickets had the full details of the event been shared with me. Despite providing screenshots indicating the full terms of the ticket were not disclosed before purchase, Dice refused to issue a refund. I arrived at the venue around 8:10pm and was denied entry. Despite my follow-up over email, customer service refused to resolve or acknowledge the issue. The full details of the ticket were not disclosed during the ticket purchase process and I was deceived when making my purchase. Dice has still refused to issue a refund and I'd like to report this incident so other individuals are not deceived into wasting money.

  Business response

  08/07/2024

  Good afternoon,

  We have responded to this fan and explained that we are unable to provide a refund in line with our purchase terms. 

  Alternatives and best way to use our product are readily available in our *********** + in our Purchase Terms + Terms of Use. 

  Thanks, 

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The businesses response indicated that they are "unable to provide a refund in line with our purchase terms." As stated in Dice's purchase terms:

  • 12.1) Your purchase of a ticket to an event via the App or Services will enable you to attend the event, or view the live stream, subject always to the terms and conditions specified in these Purchase Terms.

  The ticket I purchased said it was available for use until 10pm. I was denied entry at the event at 8:10pm. 

   

  To reiterate what I said in my original complaint to BBB, when I was sold the ticket at 7pm on the day of the event I was told via the Dice app that the event went from 3-10pm. Then after purchasing and upon receiving my tickets via email, the email indicated no entry allowed past 8pm. I immediately contacted dice for a refund upon learning that the time of the event they had listed on the Dice app was different from the actual event time. After being denied a refund by Dice customer service I rushed to the event. Upon arriving at the event with my ticket around 8:10pm I was denied entry. Dice lied to me about the conditions of the ticket and I was unable to use those tickets because of that lie. Consumers should not be lied to and tricked into purchasing tickets that are not valid. 

   

  I am absolutely not satisfied with Dice's response and would like to re-open this complaint and have the BBB intervene. Ticket companies should not be allowed to lie about the terms of an event. 

   

  Sincerely,

  **** *********

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/22/2024

  Hi,
   
  We've communicated with **** ********* directly and advised as per our Purchase Terms: ***************************************************************************************
  
  All relevant event details, including the start time, were clearly provided on our ticketing platform. Our policy states that refunds cannot be issued within 24 hours of an event, unless the event is cancelled or rescheduled, or if the ticket can be resold through the wait list, which was not available in this case.
  
  Best,
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased tickets through this ticketing app. The date was rescheduled and is currently sold out. I cannot attend the new date and requested a refund. The app says if I request a refund within at least 24 hours of the event they can refund me. They replied that they cannot refund unless the event is sold out. I said it is sold out and shared screenshot. They then said they still cannot refund me.

  Business response

  08/01/2024

  Hi, 

  We've communicated with *********************** directly and advised as per our Purchase Terms: *******************************************************************************************************

  The refund deadline was communicated to all ticket holders following the rescheduling of the show. "Refund requests for ****** will be accepted until May 15th 2024 at 12pm EST. Please reach out to *****************************************" sent on 8th May. We did not hear from ****** until 5th July, at which point a refund could no longer be granted. 

  Set times are always liable to change. The event timings were set to 10 pm - 5 am, so any act can be expected to perform at any given time within that time frame. We understand that the set time for ****** caused disappointment to the fan, but we're unable to refund on these grounds. 

  Although a show is sold out, it doesn't guarantee that the wait list is available, as this is enabled by the event organiser at their discretion in line with our Purchase Terms. We apologise for the confusion on our end regarding the availability of this feature in this case. As the wait list does not guarantee a refund either way, we cannot offer compensation for this confusion on our end. 

  I can see that the tickets were transferred to another DICE user on the day of the show - so I'm hopeful that this means the tickets didn't go unused. 

  Best, 

  ***************** *** ******* ******* 

  DICE 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Requested refund for an event more than a month before the event more than 2 weeks later and 2 weeks to the event and all I have gotten is a "we're busy" message and that was 10 days ago. They continuously post the wrong event information and do not respond to customer requests. PLEASE read reviews on this business. They need to refund my money already. It is not much but they should not get to keep it because they are inept.

  Business response

  05/21/2024

  Hi, 

  We are in touch with *********************** in regards to this refund request. The customer has chosen to not attend the event coming up in June, but I'm afraid this is not reasons for a refund. We have shared our Purchase Terms (and referenced clause 3) which clearly state the valid grounds for a refund. The customer has also been provided with further information on their options (Send to a friend feature). 

  We have provided the customer with the event organiser's contact form should they wish to voice their complaint further, as DICE is a ticketing platform - not the organiser of the event. 

  ************************************************************************************************************;

  Best, 

  ****

  Fan Support Manager 

  DICE

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought tickets to an event and could not attend. They wouldnt allow me to resell the tickets nor transfer the tickets to other people (as promised in the purchase agreement). There was no other means of compensation or appeasement.

  Business response

  05/02/2024

  Hi, 

  We have responded to *************************' refund request, and denied this in line with our Purchase Terms. Neither DICE nor the event organiser can be held liable to refund for any health related reasons (food poisoning) and the app features - Send to a friend, and Waiting List, are available at the event organiser's discretion. The cut-off time for these features are available to view in-app, and in this case ***** reached out at a time where the features were no longer available as these had been disabled by the event organiser. 

  For reference - 

  Purchase Terms: ************************************************************************************************************;

  Waiting List: ***********************************************************************************************************;

  Send to a friend: ***************************************************************************************************************;

  We cannot assist ***** further with this query, but wish them all the best. 

  Best, 

  ****

  Fan Support Manager

  DICE

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 4 2023 I purchased tickets to a show. After I purchased my tickets, my receipt mentioned that I would need to download an app to access them. My phone's OS was not compatible with the app and I couldn't download my tickets so I paid at the door. I reached out to customer service right away and requested a refund but they informed me that I could have claimed my tickets at the door without the app, even though the receipt clearly states otherwise.They have since stopped communicating and are refusing to issue a refund.

  Business response

  04/10/2024

  Good afternoon,

  We have responded to this fan and explained that we are unable to provide a refund in line with our terms.

  Alternatives and best ways to use our product are readily available in our *********** + in our Purchase Terms + Terms of Use. 

  Thanks,

  Customer response

  04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dice's policy of not issuing refunds for any reason is unreasonable and these terms were buried in a wall of text which is generally not enforceable. They have repeatedly stated that I should have used their FAQs or help center for more information. Of course, I was unaware the app was incompatible with my phone until I made the purchase and the receipt clearly states that I must show my tickets on the DICE app to access the event.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/13/2024

  Hi, 

  We've further investigated this matter and have informed the customer that a refund cannot be provided on these grounds. 

  Please refer to the relevant clauses in our Purchase Terms (*******************************************************************************************************): 

  Intro: "By making any purchase through the App or Services, you agree that you have read, understood and agree to be bound by these Purchase Terms and the Terms of Use. if you do not agree to these Purchase Terms and the Terms of Use, then you may not purchase any goods or services through the App or Services."

  2.7: " Your ticket is stored on the DICE App, and is found by clicking on the 'tickets' option of the App menu.  Your ticket is required for entry to the venue or access to the stream and must be presented upon request for each ticket holder. Note that for certain events, a hardcopy ticket may be provided to you. In these circumstances, we will notify you by telephone, email or within the App of the arrangements for receiving or collecting your tickets."

  Upon submitting the refund request, the customer was instantly provided with our *********** article: "How to access your tickets if you cant get on the app" (**********************************************************************************************************************************), which also explains how to gain entry without a compatible smartphone. 

  Although we've apologised that we couldn't offer direct support ahead of the event, DICE cannot guarantee immediate response at this time. However, the above information was publicly available to the customer at all times - so I'm afraid a refund will not be offered. 

  We have informed the customer of this, and our final response was provided on 10th April 2024. No further action needed on our end. 

  Thanks, 

  **** 

  Fan Support Manager

  DICE

*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. ↩