Complaints

• Initial Complaint

  02/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The idea is to pay $19.99 for 1 month. I paid on February 24th and expected my settings to be changed to pay again on March 24th (or April 1st). But the settings say I need to renew again March 1st (but that only gives me 5 days for the $19.99). I have written their customer service team at *********************** 4 times (over 2 days) and they have never responded. ***** customer service!

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Unfair treatment and attempt of extortion.They ban you on one of their websites, called 'VegasWorld' for no apparent reason and demand for real money in exchange of reactivation. This practice is not only unethical but also reeks exploitation and coercion. As a player who has invested time and energy into this game, I am appalled by their decision of permanently taking away my right to speech in the game WITHOUT any warnings. It penalizes users twice: by imposing a ban and then demanding payment for the 'privilege' of having the ban lifted. It normalises the idea that bans can be overturned through financial transactions rather than merit or fair play. Time and again, our complaints had been ignored when we had been reporting about getting bullied by people. We even had proofs. They refused to penalize them or take any actions or accountability because the bullies are the people who spent their money on this game. I am asked to 'buy something in USD' by their moderator when I seeked for an explanation from their platform about my permanent chat ban AND i got the screenshots as well. It is unfair and bizarre. I demand that FlowPlay reevaluate its policies and adopt a more equitable and transparent approach to handling bans. THEY ban people for pety reasons (without any warnings) and then DEMAND money. Punishments should be based on clear rules and guidelines and appeals should be judged on their merits rather than financial contributions.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  You charged my card for $19.99 and I would like a refund

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It Is IMPOSSIBLE To Speak To Anyone From The 8 Different Phone Numbers For This Company...Just Loud Music Then After A Bit Of Time It Hangs Up....Every Number Is Does The Same. A Charge Has Appeared ON My Credit Card From This Site...I am ************************************************** is playing games. I cannot reach anyone to get this charge off of my account. I have used ******************** for a tool for finding good standing businesses, etc...and I see you have given them an A+ Rating....that is so pathetic...to see...have you ever tried to contact them? Maybe take the time to try all of the different numbers then decide upon their rating...I am losing faith in the BBB as this rating just doesn't fit...not by a longshot...Please review them...I am so upset as I haven't any way to correct this other than killing my credit card....HELP !!!!

  Business response

  09/11/2023

  Please contact us at ************** between 9am and 5pm Pacific Time, Monday-Friday.  It is also possible to contact us directly through each of our games by finding the Help section and navigating to our Help Pages where you can contact us directly via Help Ticket/Email.  

  We'll need to know which of our several games you have the charge for and the name and details of the charge.  For a credit card charge we normally require the name on the card and the last 4 digits (only) of the card number.   We can issue refunds for Gem purchases providing the Gems have not yet been spent in the game.  We can offer refunds for unwanted subscription renewals in almost all cases.  

  Thank you,

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

  Customer Experience Manager

  ********************** 

• Initial Complaint

  07/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Website has errors. Have provided proof to the team and still see same errors plus others. With no real compensation and remarks as if it's no big deal. Takes away from the experience you pay for.

  Customer response

  07/26/2023

  reported new errors 7/26 just out of kindness and concern since others were openly chatting of connection problems. they were not receiving or seeing charms sent at a party and i was disconnected and told to refresh page by the site with no return/compensation. chat person had me confused with another customer and told me my chat was disabled because of a verbal sexual abuse report. then told me that they were looking at another persons profile/info said it wasn't me. should check before addressing such an accusation as i have never chatted with anyone on this page. makes you very uncomfortable to be addressed for something that you did not do. like a manager kicking the wrong table out of a restaurant then the server stops them. now that table is uncomfortable there. 

  Customer response

  09/06/2023

  have provided photos of the errors. would like the fees paid to be refunded because of the customer service not dealing with the error at the time for two months. have additional photos. they have very bad customer service who do not wish to satisfy anyone. have experienced additional system errors since with no refunds.

  Business response

  09/11/2023

  I have reviewed the Help Tickets you have sent and if I had to guess (and I do) it seems like Casino World simply doesn't run reliably on your system.  We have suggested you play on different browsers and suggested you clear your cache, as both of those may help when the game isn't running normally on a particular system. You have never asked for a refund before, so that would explain why none was offered.   We can offer refunds for unspent Gems but we do not offer compensation for the game results.  We had added +********** Coins to your account following your initial report about Blackjack which was forward to our QA team for review. 

  I recommend contacting us directly as you have in the past as there is no direct help available through the BBB portal.

  Thanks!

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

  Customer Experience Manager

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

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They dont pay bets when you win and I took pictures

  Business response

  06/29/2023

  contact customer service at ************ to discuss. Thanks

   

   

  Customer response

  06/30/2023

   
  Complaint: 20252317
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

• Initial Complaint

  10/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Had purchased 3000 "Disco Balls". Now $250 gets 25000 "Gems", and 25 DiscoBalls cost 110 gems. We are talking an outlay of at least $250. Contacted them "support@vegasword", and by phone. They deny that the DiscoBalls disappeared, claim it cannot happen.

  Business response

  10/17/2022

  Please contact customer service at ************ to resolve your issue. Thanks

   

  Customer response

  10/17/2022

   
  Complaint: 18172320
  
  I am rejecting this response because: VW claims that charms cannot just disappear.  This has happened more than once to me.  It is like calling a computer manufacturer about a defect, and being told their machines are perfect.

   

  100% COMPLETELY UNACCEPTABLE RESPONSE.
  
  Sincerely,
  
  Enola Beans

  Business response

  10/24/2022

  Sorry that you feel this response is unacceptable. Our customer service agents are your best source to resolve this issue. Thanks

   

   

  Customer response

  10/26/2022

   
  Complaint: 18172320
  
  I am rejecting this response because: they refuse to acknowledge a problem that has occurred multiple times with multiple players.  Just saying "oh, that cannot happen" only adds insult to the financial injury.

   

  If needed, I can have other players notify the BBB to back up my claim and complaint.
  
  Sincerely,
  
  Enola Beans

  Business response

  10/27/2022

  The game reacts in different ways accordingly to the type of charm that acquired. Each charm's useful life runs out over time.

   

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My friend spent $100 on gems from a friend today 03/24/2022. I got ***** gems and used some on the game of fringo. Then I got the large green box from flowplay/vegas world saying we sorry something went wrong. I refreshed and when i came back all my gems were gone. *****. I called flowplay and told the lady what happened. She said that I spent them that the system would not do that. But their system has glitches in it and when that green box comes on from them disconnecting the player something always happens. Gems are gone and coins and, etc. I am sure these people get plenty of calls about this. Its happened to me before and many others to the point they leaving the site. Its cost us more to buy gems and we expect them to be there and not stole when we get disconnected by flowplay. I am 70 years old and I do not lie and I do not care about that ladies list that says I spent them. I told her I am telling u want happened that I did not buy outfits and passes for other people in a split second. No one would spend ***** gems like that and she knows it. I am just so tired of it all. they are thieves at that game site

  Business response

  03/25/2022

  I am sorry you had this issue. Please speak with customer service to help resolve this problem.

   

*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. ↩