Complaints

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:03/21/2025

  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 bet on this player multiple times I have all screenshots etc but I was betting I won a couple hundred and I had 152 dollars before betting on this individual turns out he violated something I already withdrew 240 of the money I won from him I still had my 152 + what I won from him it was 390 something and some change they took all that and said my 62 in my account was withdrawn with the 240 i stopped a 90 dollar withdraw because I just won big and wanted to withdraw more theres a 300 dollar limit on withdraws so I cancelled and did 240 so the 90 dollars I took out was never mentioned so there saying I got 240 dollars from somebody who did what he wasnt supposed I also got 152 dollars thats I had and the 32 dollars I lost betting on him Im not a genius but Im missing money and they banned me from contact support so I cant even get my money and my balance is on 20 I understand he did something wrong but the 240 I already got got nothing to do with anything yall are supposed to give me my money I spent betting on him and the money I spent losing on him which is **************** I got all the screenshots

  Business Response

  Date: 03/28/2025

  Hey ******* we're unable to find an account with the info you provided.   There was a previous account under ************** which only has 4 bets placed and doesn't match the info provided in the complaint.

   

  Regarding the context of your complaint, we have a strict policy when it comes to stakes on bets where there's any prohibited conduct.  

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

  5.2 Bettor Violations
  Rule Breach by Bettor: If the Bettor is found to have violated our Fair Play Policy (e.g., cheating, hacking, collusion, or any prohibited conduct), the entire stake may be voided.
  Void or Refund: If the Bettors wager is voided due to a Fair Play Policy violation, winnings may be reclaimed and the Stakers entry fee (i.e., stake) may be refunded at Players Lounges discretion.
  Disciplinary Action: The violating Bettor may face additional consequences, including Match forfeiture, account suspension, or permanent ban.

   

  If you can provide the appropriate account details, Id be happy to investigate your issue further. Thank you!

  
  

  Customer Answer

  Date: 03/31/2025

  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]

   That was completely on me the correct number is ************ I was just so mad at the time I was trying to send it and I wasnt thinking (I have two phones) but if you go back it look with this numbers you should find everything

   

   

   

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

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

  Business Response

  Date: 04/15/2025

  Hey *******
  
  Looks like you were staking on an account that was found cheating.  Like I states before, we have a strict policy when it comes to stakes on bets where there's any prohibited conduct.  
  

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

  5.2 Bettor Violations
  Rule Breach by Bettor: If the Bettor is found to have violated our Fair Play Policy (e.g., cheating, hacking, collusion, or any prohibited conduct), the entire stake may be voided.
  Void or Refund: If the Bettors wager is voided due to a Fair Play Policy violation, winnings may be reclaimed and the Stakers entry fee (i.e., stake) may be refunded at Players Lounges discretion.
  Disciplinary Action: The violating Bettor may face additional consequences, including Match forfeiture, account suspension, or permanent ban.

   

  It looks like the winnings from those matches were removed and the bets were refunded.  I'd have no problem giving some credits for the bad experience but we can't add the winnings back for those stakes.  

  Let me know what would be a good resolution from your end and we'll try to work someting out. 

  Thank you

• Initial Complaint

  Date:03/19/2025

  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.

  I played on the app starting February 27th making bets to play warzone and everything was fine they were paying out and taking money on win loses. Everything was fine never said anything to me. So I needed up one night winning 1,655.54$ dollars. Withdrew my money and then on March 7th they did a admin adjustment balance and took the ********$ never messaged me or said anything. I messaged them for about 4 days with no reply. Then they finally replied saying I broke their terms of service and I kept asking them what did I do wrong and they said they would get back to me with an update. Another day they finally replied again saying the account is locked and they will be refunding me my deposit. Then I asked again what did I do wrong? No reply. So I messaged again a day later asking them what did I do wrong what terms of service did I break still havent been replied to or been refunded me my money. I won ******** fair and within their terms of service and I want to be made whole not just my refund of my deposit!!! They do this to many people and Im going to let them *** me!

  Business Response

  Date: 03/24/2025

  Hey *******,
  Thank you for reaching out about your account concerns with ********************.  We understand your frustration and want to clarify the actions taken.
  After reviewing your account, we found a violation of our Terms of Service (TOS) under Section 2.2: Smurfing and Skill Misrepresentation, which prohibits deliberately underplaying to gain an unfair advantage. Our system flagged multiple matches showing intentional underperformance to manipulate matchmaking or wager outcomes, which were then followed up with bets with large payouts. This constitutes cheating and undermines our platforms fairness.
  As a result, we reversed the $1,655.50 winnings and permanently locked your account. Due to the severity of this violation, we are unable to release the winnings, as outlined in our TOS. We apologize for the delay in our initial response and are working to improve our communication. 

  If there are any other questions or another way you'd like to resolve the issue, please let us know.

  Sincerely,

  Players' Lounge team

• Initial Complaint

  Date:03/17/2025

  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.

  I placed a lot of bets and a stake I won $88 on and ended up getting my account to $249 submitted a withdrawal and used the standard option. it said the withdrawal would take 5 business days. I submitted the withdrawal march 7th at 12:11AM. my withdrawal was then canceled march 14th at 2:15PM. The last bet I played got settled march 6th at 7:06PM.I asked support why my withdrawal was canceled and the support member ******** said the reason they gave me was because VODS can not be deleted and I deleted them. I explained to him they were on and twitch VODS delete after 7 days. ******** responded to this saying twitch VODS must stay on forever. after showing him screenshots of twitch VODS automatically deleting after 7 days as well as the fair play rules players lounge states Twitch VODS need to stay on for 7 days he stopped responding to me knowing he was caught in a lie. ******** also resolved some bets for me that didn't properly resolve on their own so VODS must have been up then.I tried getting a hold of support again and it was difficult but got a response from *****. I explained everything to him and asked at least for the money I won on the stake back because that has nothing to do with VODS. But he said its not possible even though players lounge has added money to my account before in the past and gave no other reason why it couldn't be done. ***** said VODS needed to be up for 7 days contradicting what ******** said. But now his excuse was "The verification was made like 3 days ago" key word LIKE just lying again giving an excuse and not confident in what he's saying. I asked for any proof of the time they verified there were no VODS and he said it was private information that he cant share. Need my money back support doesn't seem to have a brain and is terrible at lying contradicting everything they say.

  Business Response

  Date: 03/19/2025

  Hey *******, appreciate you sending all this information.  There appears to have been a misunderstanding when reviewing your account.  Someone should be reaching out to you on the app to get your funds restored.  Apologies for the trouble.

  Customer Answer

  Date: 03/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:02/13/2025

  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.

  This app is just simply a living scam , Ive had 3 accounts and all 3 kept getting restricted for black ops 6 & nuketown specifically at first because I literally didnt lose, after contacting support for 3 months straight & ive spoken to literally every single representative and they told me the same thing either theyre updating the app or theyre waiting for the tech guys to update my system or wait for the system to update itself meanwhile theyre posting on their official instagram that black ops 6 is live and ok to play & i also found it odd everytime i made a new account black ops 6 worked perfectly fine and soon as I start winning too much they put a restriction on my app while still advertising black ops 6. I did withdraw a little over $100 on my first account and around $80 on the 3rd but one the second one i let sit there because i had $306 on there and i just tried to withdraw it and they denied it and closed my account and took every ********** third account is still restricted.

  Customer Answer

  Date: 03/09/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Players' Lounge regarding complaint ID ********.
  
  Sincerely,
  
  ****** ****
  

• Initial Complaint

  Date:02/21/2024

  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.

  The company is a Betting website i have played on for about 2 years. Upon the last couple weeks i have been randomly getting banned and money stripped from me by this company because they added new rules that players do not know about and then as of today 2/19/24 they permanently lost contact with me and stole 84.79$ out of my wager account because i was playing a game with my fiance. I will be getting with an attorney to end up sueing this company. But they are not reputable at all.

• Initial Complaint

  Date:02/06/2024

  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.

  I ended up placing ****** and did well in them. I brought my account from $15.00 up to over $800.00. When I requested a $100 withdrawal they denied it due to me being under suspicion that I was abusing the system by creating unfair advantages for myself. I explained to them this was not true and was more than willing to show them any proof they needed, but they ended the conversation. I've attempted multiple times to reach out to them since then but they always end the conversation in a very rude manner.

  Customer Answer

  Date: 03/02/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Players' Lounge regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:10/25/2023

  Type:Product 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.

  Ive been making bets on Players Lounges app and Ive been playing since it started and Ive been getting scammed out of my money and the moderators are not paying me the money that I am winning fairly

• Initial Complaint

  Date:05/02/2023

  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.

  Took $10 locked my account and ignored my request for a refund

• Initial Complaint

  Date:04/10/2023

  Type:Product 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.

  This platform is stealing money. *** had technical difficulties and instead of rewarding me a cancellation they instead forfeit the match and give money to the opponent even though the problems I endeared were completely out of my control. Something has to be done about them just taking money from solid customers

• Initial Complaint

  Date:04/03/2023

  Type:Product 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.

  Company said, I couldnt withdraw my funds that I earned and contributed to my account because I didnt follow the companys policy by creating two accounts. The policy states one account per person. I only created one account and repeatedly explained that to the agent I was speaking with. They never asked if I would like to file a complaint, review the accounts or even look into it and attempt to further assist. They accused me of being a liar and stated that all money I earned will be seized. I feel this was very unacceptable and unprofessional. As a result of this experience, I would like my issue resolved and my money issued to me via check or deposited into my account, or the companys business to be brought to a close.