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:23/10/2024

  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'm unable to access my playnow account because I'm locked out. When I live chatted with them a couple weeks ago they said they would send me an email with instructions on how to verify my account, which I never received. When I called them, they said my account is locked and there's nothing they can do and that they would send a message to the investigations team to contact me. Its already been 2 weeks and I've heard nothing.

  Business Response

  Date: 28/10/2024

  This investigation was started November 2023 with an email being sent to the locked account on November 6, 2023 requesting documentation to verify identity and ownership of financial instruments. We did not receive a respond from the player at that time. 

  In response to the player's request to the BBB to have the email resent, our Investigations team emailed the player a second time on October 23, 2024. To date we have not received the requested documentation. 
  
  The account will remain locked pending the completion of this investigation and confirmation of compliance with the associated Player Agreement. ***************************************************************************************************************

   

• Initial Complaint

  Date:17/10/2024

  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.

  Ive been a very old player on ************************ and regularly set aside an amount out of my paycheque for online gambling. *** never had an issue until now. I tried logging into my account saw this message Sorry, your account has been blocked from logging on to ************************** If you require further assistance, please contact Customer Support at ************** and quote the following error number: 7004I contacted a customer service *** but I was told that I was blocked by the other department No reason given or what so ever. I was told that theyll get in touch with me, when? No idea when. Whenever they decide to work on my case. I talked to 2 different ***s but it was of no help. Meanwhile my brother tried logging into his account and he was blocked AS WELL. 2 people from the same household. My mom was the only one left and when she checked, she was blocked AS WELL. My brother even had funds in his account that he wanted to withdraw but cant do it now. I called their help line and was on hold for over an hour but no one answered. I rely on my winnings to survive between paycheques cuz I get paid once a month. This random ban has caused me extreme stress and anxiety. Plus no one has reached out to me or even told me why they chose to ban my entire family. We havent done anything that goes against their policies. We were supposed to pay a bill thats due next week and as mentioned earlier, I rely on my winnings but this unnecessary ban has caused a delay and now I wont even be able to do pay my bill next week when its due. I need someone to reach out to me asap and tell me whats going on. I dont care if they dont have time to work on my case but atleast tell me why I got banned in the first place. Or atleast let me withdraw my winnings that were available to withdraw and then ban my account. Whos responsible for any late charges that will occur on my utility account?

  Business Response

  Date: 22/10/2024

  Good morning,

  
  Our ************************* has reached out to the player twice on October 18th, and a third time on October 21st to explain the issue and request appropriate documentation, to date we have not received all of the requested documentation. The account will remain locked pending the completion of our investigation and confirmation of the validity of all related PlayNow accounts in compliance with the associated Player Agreement Sections 4.06 and 5.01

  All players must adhere to the Playnow Player Agreement that they consented to prior to opening their account. Details can be located here: ***************************************************************************************************************  

  Customer Answer

  Date: 25/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is satisfactory to me.
  
  I filed this complaint over the weekend I believe. I should have just waited for the weekend to be over because they responded to me the very next business day which was Monday.
  
  Sincerely,
  
  Zarsanga Rubab

• Initial Complaint

  Date:08/10/2024

  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.

  Ive played thousands of dollars over the time Ive had a Playnow Saskatchewan account. Ive yet to have any wins and constant losses. On September 30th, I won a large sum of money on a slot machine. I went to withdraw right away and noticed my name was my maiden name. I messaged an agent in the chat and she told me I had to email proof of the name change (marriage certificate etc) and that I was to receive an email to do this. The link to the site was very sketchy looking and after I uploaded the documents I never received any confirmation email or anything that it was received. I checked throughout the week and it wasnt updated eventhough I was told 1-3 business days. I tried calling numerous times Oct 3-6 and was on hold for hours each time. I needed to withdraw and Oct 6 was told it was in the cue for the name change and I shouldnt try to withdraw as my account could be locked due to the different name on my bank account. In that time, I ended up losing the money. I told them I needed to withdraw and they wouldnt expedite this. Im devastated. I needed that money and its soul crushing and I dont know what to do. I would like a refund and get those fund back. I have deposited 92 times and this is the first time I won and wanted to withdraw. The customer service is terrible and given the circumstances I believe I should get this money back. The games constantly glitch and boot me out due to geolocation errors when I am in SK and have followed all FAQ to clear browser etc. its despicable that they rob people of their winnings there have been numerous times in the middle of the bonus getting booted out and game reset. For a company that gives back to the community they should be ashamed of themselves. I want my winnings back!!!!

  Business Response

  Date: 08/10/2024

  A team leader has reached out directly to the player to discuss the issue.

  The player was advised of delays due to the long weekend during their interactions with us. They also made two previous attempts to change their last name in the last two years, but both times they did not send in the required paperwork, the process was not new to them and they were aware for a long time that the name on their account was not correct. Per the Playnow Player's Agreement players are responsible for ensuring their account information is up to date. 

  Further to this, at no point did the player indicate that they had concerns that they would wager through their winnings due to delays. Players can place time outs on their accounts, Playnow support is not needed for this. We also have Game Sense Advisors available to discuss how to take a break from Playnow. We are not responsible for refunding a player who actively chose to play through all of their winnings prior to making a withdrawal. 

• Initial Complaint

  Date:07/10/2024

  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.

  This site is a scam. I highly recommend it be audited from a 3rd party or even rhe federal government. It swindled money from me ensuring I lose unable to cash out. This is embaressing thay they claim they are a government company however the business practices and ethics are highly concerning. I've lost over 250k to this site and I was ale to wager when I lived outside the area only for them to take my money when I should never have been allowed to wager in the first place. They only take money and never pay out.

  Business Response

  Date: 07/10/2024

  Because we are a Provincial Crown Corporation, we operate under and are monitored/audited by the Gaming Policy and Enforcement Branch (GPEB) and must adhere to the Technical Gaming Standards for *********************** (TGS5) document.
  
  Just to give you a bit of background information, Section 4.1.1 of TGS5 refers to technical integrity standards that BCLC meets with all software related to ***************************** ensure integrity, BCLC receives certification from a third party testing company for gaming software that may determine the outcome of play for both slot and table games. BCLC also undertakes internal testing, and both the third party certification and internal testing results are submitted to Gaming Policy and Enforcement Branch (GPEB). Gaming software suppliers also undergo a stringent registration process and background investigation by the Gaming Policy and Enforcement Branch (GPEB), which reports through to the Ministry of Finance.

  I would like to add that this player has a long history of contacting Playnow Support on a consistent basis (several times a month) with purchase disputes, complaints, threats to escalate to the media & BBB, etc.. All of which have been fully addressed.

  Wins are never guaranteed and if the player is wanting to discuss their losses and options available to them I would strongly recommend they reach out to one of our Game Sense Advisors. Support can be found here:  *******************************************;

  Customer Answer

  Date: 08/10/2024

   
  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.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:27/09/2024

  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.

  There been lots of issues, regarding unfair play on ************************, Over the last few weeks I've been on the worse losing skid ever, which is understandable, but not a 400+ games of no wins in bingo. While others would win over and over and over.. this got out of hand as I've lost hundreds of dollars when that shouldn't of logically happened. Especially when you have games where I should of won, I lost.. BCLC claims that there are no bots in their website.. Well today that was proven to be false on the no bots. How is there 115 players playing and only 70 players online.. Where is the missing 45players.. hmm, they are not real and BCLC takes everyone money and not be honest about it.This has cost me so much, I've lost 100s to 1000s of dollars, by these so called bots that BCLC says doesn't have. Like wow, I've taken a screenshot of the game.. showing this issue.. and you can see that they lied about ******* I can't believe them, when we confront the player, we are given a suspension on our accounts.. Bots are making their website terrible, with many players losing money to the fake players generated by their software that they claim doesn't have. And yet in the screenshot, you can see that there is.. cause there should be 70 or less players playing for the amount of players online

  Business Response

  Date: 04/10/2024

  Hello,

  Please review the response provided to the complainant.

  Kind regards,

  BCLC
  -----------------------------------------------------------------------------------------------

  Hello James,
  
  We appreciate you taking the time to address your feedback regarding your recent play experience on PlayNow. 
  
  I would like to take this chance to explain the integrity standards of PlayNow.com and provide more information on the odds/payout of all online games:
  
  Because we are a Crown corporation, we operate under and are monitored by the Gaming Policy and Enforcement Branch (GPEB) and must adhere to the Technical Gaming Standards for Internet Gaming Systems (TGS5) document.
  
  Section 4.1.1 of TGS5 outlines the technical integrity standards that BCLC upholds for all software used on PlayNow.com. To ensure integrity, BCLC obtains certification from an independent testing company for gaming software. Additionally, BCLC conducts its own internal testing, with both the third-party certification and internal testing results submitted to the province's regulatory authority. Gaming software suppliers must also undergo a rigorous registration and background check by their designated regulatory body, which reports to the Ministry of Finance.
  
  Here’s some additional information about our Bingo games for your benefit:
  
  The first classic bingo line can be completed and won in a vertical, horizontal, or diagonal orientation, while all subsequent lines can only be won horizontally.
  
  A minimum of two players is needed for a draw to take place. If you've purchased cards for a draw that has fewer than two players, the draw will be canceled, and your purchase will be refunded to your account.
  
  Please be aware that if you leave a draw for any reason and return after it has finished, the system will have automatically completed the draw.
  
  Winning odds depend on several factors, including the type of pattern played, the number of players, the number of cards in play, and the maximum number of balls drawn to achieve a win.
  
  We provide Return to Player (RTP) information and statistics for all our Bingo rooms. For instance, Suite 75 has an RTP breakdown of 75% from Pot Return and 5% from Jackpot, resulting in a total return to player of 80%.
  
  Section 4.2.1 of TGS5 offers an in-depth look at game fairness, so we encourage you to review this document to gain a better understanding of the integrity standards at PlayNow.com, as well as the extensive information and resources we provide to support informed and safe gambling choices.
  
  We’ve also looked at the screenshot you uploaded. Please note that our Bingo Rooms feature an Autobuy option, enabling players to purchase cards for consecutive games in advance without needing to be present. This is why the number of players often exceeds those online or in the chatroom.
  
  If you require further clarification on the information provided above, I encourage you to reach out to one of our GameSense Advisors for support. These specialists can educate curious players on how to play games, the odds of winning and losing, and how to balance their time and budget while gambling. A GameSense Advisor can also provide information about Game Break to those that are already enrolled in the program or who are considering taking a break from gambling.
  
  There are two ways to connect:
  Call 1-866-815-0222 toll free and press option 3,
  Use the live chat function found at the bottom of our GameSense website
  
  We appreciate the time you have taken to contact us.

  Customer Answer

  Date: 04/10/2024

   
  
  Complaint: 22347309
  
  
  
  I am rejecting this response because:

  That's not right, even with auto play we are required to be online, I've done auto play and if I close the window my auto play is stopped,

  It never been like that, auto pay is a feature to step away from the screen, but you still have to be online to play, which means those players aren't online. 

  And that's 45 players that win that aren't real. Or mystery players like yesterdays jackpot winner, no one seen him/her at all before, and he/she pops up on their first round and takes a JP win when 100s of the other players are waiting all day to get it and then that player wins and leaves right away. 

  Your website has so many flaws, we see the issues, and you do nothing about it. We complain to customer service about it and it's not dealt with. 

  It always does this when jackpot prizes are a lot, and everyone sees it. And if you think that they are idiots, then you are wrong. 

  Im not the only one that isn't happy with how things are, there are 100s. Many players are feeling they are being cheated out

  I work in IT, a website codes are designed to have the ability to create things on their own, it's what AI technology is. 

  It will create bots on their own so that it gets around the codes, cause the bots are in the very codes themselves.. 

  Time to look at the codes and revamp them.. 

  Go play yourself, and see how the ones losing are not happy, and the ones winning, write them down and verify them. 

  Or how about everyone that wins is to do a verification of win, produce ID to show that they are real, legal age. 

  Cause playnow has such bad reviews, 1 star rating out of 5, cause of how ppl are feeling screwed over.. 

  All players are still to be online even on auto pay, which means they have to listed being online, just they don't need to chat 

  
  
  
  Sincerely,
  
  
  
  James Carter

  Business Response

  Date: 10/10/2024

  Thank you for the response.
  
  Players can participate in an eBingo round without being online, provided they have purchased cards in advance. The player count displayed for a round reflects the number of players who bought cards, not those currently online. Meanwhile, the chat counter shows the number of players who are online and have the bingo client open. For example, if autobuy is active and you close the screen, it will not make a purchase for the next round and will reset all settings to zero. On the other hand, if you close the screen after buying cards for a round, your already purchased cards will still be counted for that round.
  
  BCLC does not create bots on PlayNow, and PlayNow employs a web application firewall to detect and prevent suspected bot activity.
  
  Additionally, our technical support team has reviewed your bingo activity dating back to April and found nothing unusual. There are recorded wagers and wins in Bingo, but winning is not guaranteed based on the total amount wagered over time on PlayNow.
  
  We appreciate the time you have taken to contact us.

• Initial Complaint

  Date:23/09/2024

  Type:Customer Service 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.

  They have blocked my account claiming "someone" tried to use a cancelled credit card and want proof of this account and wanted me to take a picture of this card and email it to bclc investigators. I called my credit card company they said it would be flagged as a fraud attempt and there is nothing that shows this. I called play now bc got vague information was asked for my birthdate and I'm scared now that they may breach my financial information. I asked my account be deleted no confirmation or answers to this request.

  Business Response

  Date: 23/09/2024

  Hello ******,
  
  We are sorry for your experience with having your PlayNow account locked.
  
  We can assure you that the information requested by our Investigations team is legitimate. I have connected with the investigator on your file and can have him call you directly if you prefer that mode of communication over email. Please respond to this message in the BBB complaint and I will make that request. The case number for your records should you need it is: 05632616
  
  If you have any questions,please do not hesitate to reach out to our PlayNow support team. They are available 7 days a week 24 hours a day on Live Chat and 7am-Midnight (PST) on the phone.
  
  Thank you,
  
  *******
  PlayNow Experience
  

  Customer Answer

  Date: 23/09/2024

   
  Complaint: 22326444
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:18/09/2024

  Type:Customer Service 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.

  On sept 18th, after playing online at ************************ I decided to self exclude for 3yrs as it doesn't seem to pay out fairly or as well as land based casinos IMO. I have self excluded a few times before so no big deal. I clicked on the tab and chose the length of time, scrolled past the many legal screens to the end and hit submit to then read " You have successfully excluded from ************************ and will not be able to play at any land based casinos or bingo halls or race tracks in British Columbia or Alberta for a period of 3years." ***? I just wanted to get rid of online gaming not ban myself from every Casino in ****** for 3 years and apparently there is no way to correct it.If you go online and read about self-exclusion for ************************ 80% of the articles say that it is for Banning online play only. I had to dig through all the old info to actually see a new posting saying you've changed it since March but nobody is aware of it. It should have been stated clearly on your site that proceeding would also ban you from land casinos. Had I known I would have only did it for 6 months maybe a year at most anyways kind of funny but very annoying at the same time. I guess I'll be saving some money now...

  Business Response

  Date: 18/09/2024

  Hello,

  Please see the response provided to the player below.

  Thanks,

  BCLC

  -----------------------------------------------------------------------------------------------------

  Hello ****,
  
  BCLC made an update to its Game Break program to create a more consistent experience for players, whether they are a part of our online or Casino community.
  
  Effective March 26th, 2024, when a player enrolls in the Game Break program on PlayNow it will also result in a Game Break at land-based facilities.
  
  The update to the Game Break program is included in the terms you must acknowledge during the enrollment process before joining the Game Break.
  
  Once the agreement is signed, the Game Break starts immediately and will last for the specified duration of three years in your case. The Game Break cannot be cancelled or changed at any time.
  
  For specific information regarding your Game Break status, please contact our GameSense team directly by calling, ************** toll free and press option 3, or use the live chat function on our website.  
  
  Thank you,
  
  Kyla
  PlayNow Support

  Customer Answer

  Date: 18/09/2024

   
  Complaint: 22302080
  
  I am rejecting this response because:

  After a client is accustomed for years to a regular process of having a self exlusion only affect the Online gaming they are currently responding and entering their request on, you changed the rules out of the blue and made the request apply OFF the online platform and apply to all land based casinos automatically with not physically having to go into a casino as previously required and have proof by showing a picture id. I think it is wrong that clients unknowingly agree by clicking submit button to a process that never included land cadino ever before for years and years since you opened online gaming. Anyways at this point Im glad you wont see any more of my money (thats already a win) and if I so desire Il take my wife and do a vaycay at ****** 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 23/09/2024

  Hello,

  Please see the response provided to the player below.

  Thanks,

  BCLC

  ---------------------------------------------------------------------------------------------

  Hello ****,
  
  Thank you for the email.
  
  I understand that you feel misinformed about the new Game Break regulations, which restrict your ability to play online at ************************** and at all land-based casinos in BC upon enrollment. Its important to note that individuals considering enrollment in Game Break should review the terms theyre agreeing to. We provide a wealth of resources and support, including our GameSense advisors, to help clarify any questions you may have. That said, we truly appreciate your feedback and the time you've taken to reach out to us.

• Initial Complaint

  Date:11/09/2024

  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.

  I am a user of ************************ for online gambling. Currently I have $500 in cash in the website, earned from a cash buy-in of $20 over two weeks ago. I have met all the requirements of their website to be able to withdraw that amount, as I have done before, but it is not allowing me to do so. I have reached out to their customer service twice about the issue, and it has not led to me being able to withdraw my funds. It has been over two weeks now that I have had the funds qualified to be cashed out. It feels incredibly predatory as it is very easy to input money into the website, but no possibility to withdraw.

  Business Response

  Date: 17/09/2024

  Hello BBB, 

  Please see communication sent to the player below. Since sending player has not responded. 

  Thank you, 

  BCLC

   

   

  Hello ****,
  
  Thank you for your patience while we investigated your reported issue.
  
  I am following up with you to let you know that we were able to locate incomplete game rounds, have manually closed them, and refunded your initial ******.
  
  For your records and transparency, the game(s) was finished/settled below:
  
  Name of game: ******************** Mix & Dragon Palace
  Date/time settled:
  Amount: $1.35
  
  *Please be aware that you may need to wager one additional bet on an applicable game to have your Held Funds released.
  
  Prior to logging in and playing, we also ask that you run through the following troubleshooting steps to clear your browsing history and internet cookies:
  Clear your temporary internet files/cookies folder and restart your browser before each session.
  Learn how to clear your cache depending on which browser you are using:
  
  Mozilla Firefox
  ****** Chrome
  Safari
  Type www.playnow.com directly into your address bar instead of using a bookmark/saved link or a ****** search.
  If you continue to experience difficulties after going through these steps, I recommend calling PlayNow Support, toll-free, at **************. Agents are available to assist you daily between the hours of 7:00 a.m. and midnight PT and are happy to go through some additional troubleshooting (or help with the steps above!). You may also connect with us via Live Chat through the PlayNow website. Chat agents are available 24 hours a day.
  
  We appreciate the time you have taken to contact us and thank you for your interest in PlayNow.
  
  Regards,
  
  Kyla
  PlayNow Support
  How to clear the Firefox cache | Firefox Help
  The Firefox cache temporarily stores parts of websites you visit. Learn how to clear it to fix issues with how websites work or look. 

  Customer Answer

  Date: 17/09/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/09/2024

  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.

  Ever since I won big all of a sudden I can only play for 20 minutes max then I get a message saying either geological issues they can't verify I'm still in bc or server communication error and I call them and the first *** said to screen shot the message so I did a bunch of times called back and all of a sudden they said they updated there location detection system and it will only work on wifi not data so I can call my internet provider and ask for a static location or get wifi and basically no help and the server error is cause of games stuck open from being kicked off for the location error now I can only play 5 or 6 spins and have to log out and in well every time I have won big it is from playing a while never right away and I talked to my x gf brother he plays all the time on data and never has a issue

  Business Response

  Date: 05/09/2024

  Thank you for reaching out. In looking at your case history with Playnow support it appears that you have unfortunately had a series of technical issues that we have been trying to assist with.
  
  Please know that as a Crown Corporation  we operate under and are monitored by the Gaming Policy and Enforcement Branch (GPEB) and must adhere to the Technical Gaming Standards for *********************** (TGS5) document.  Just to give you a bit of background information, Section 4.1.1 of TGS5 refers to technical integrity standards that BCLC meets with all software related to **************************. To ensure integrity, BCLC receives certification from a third party testing company for gaming software that may determine the outcome of play for both slot and table games. BCLC also undertakes internal testing, and both the third party certification and internal testing results are submitted to Gaming Policy and Enforcement Branch (GPEB). Gaming software suppliers also undergo a stringent registration process and background investigation by the Gaming Policy and Enforcement Branch (GPEB), which reports through to the Ministry of Finance.
   
  The outcome of our games is handled by a Random Number Generator (RNG) computer program that ensures a random outcome for each play/hand dealt.  This system is subject to BCLCs quality assurance testing, and all of our games are certified by an independent laboratory. Having a win of any kind will not affect future wins or cause technical issues.
  
  The issues you are experiencing appear to be related to your internet connection, which is why others you may have spoken to do not experience the same issue. We do have a list of minimum system requirements listed on our website that you can refer to, but the suggestions that will be the most useful are:
  
  1. Check your settings to make sure your device is not changing between wifi and mobile data.
  2. Wifi is typically more stable than mobile data, and we recommend using wifi when able, but data is okay!
  3. Due to our geolocation timers, if you plan on playing a specific game for longer than 20+ mins at a time, we would recommend closing the game and navigating back to PlayNow every 20 mins or so to restart the timer. We understand this is not ideal, but rest assured this does not impact the outcome of game spins. 

  We hope this will help and will be in contact shortly regarding the other issues that you reached out to us directly about. 

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 22241070
  
  I am rejecting this response because: I have called them many times and given difrent answers from difrent pepole there and server errors are because of games stuck open that take them days to close and by the time they are closed there is new ones stuck open cause of the geological errors  I play on there often only had this problem since there system was recently updated

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

  Business Response

  Date: 06/09/2024

  To clarify the stuck games mentioned in the players rejection are due to the geolocation error mentioned in the original complaint and not the other way around.  The player will have to resolve the issue on their end to reduced open/stuck games. 

  We have escalated each open game to the vendor and the results will be made available to the player on a per case basis. As mentioned in our initial response we will be in contact about those separate issues as resolutions become available. If the player does not assist in resolving the issue on their end they will continue to experience stuck games and geolocation errors.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22241070
  
  I am rejecting this response because:
  How am I supposed to resolve issues with you're server and geological  issues that response makes no sense at all I don't like complaining and try not to but every time I call and talk to someone difrent I get difrent responses how can I control having games stuck open. When I get the geological message in the middle of a spin that game is now stuck  open witch in turn causes a server cominication error that leads to more games being stuck open and next thing you know can't even play for more Than 5 or 10 spins and get the same error message again then have to call in to get games closed that takes some gimes 2 days up to 5 so by the time those are closed i have 7 or 8 more stuck open I am going g to play how I normally play for 2 days and screenshot every error message I get il send them in in order it's not my device I've played on difrent phones on data and wifi with out data same messages server error is you're system. Not mine
  Sincerely,
  
  **** ******

  Business Response

  Date: 17/09/2024

  Hello BBB, 

  This individual was contacted directly by our support team via email (Please see below). Our support team manually closed game rounds, and refunded ******. Our support team provide troubleshooting steps to mitigate these issues in the future. 

  Thank you, 

  ***

  BCLC

   

  Hello ****,
  
  Thank you for your patience while we investigated your reported issue.
  
  I am following up with you to let you know that we were able to locate incomplete game rounds, have manually closed them, and refunded your initial ******.
  
  For your records and transparency, the game(s) was finished/settled below:
  
  Name of game: ******************** Mix & Dragon Palace
  Date/time settled:
  Amount: $1.35
  
  *Please be aware that you may need to wager one additional bet on an applicable game to have your Held Funds released.
  
  Prior to logging in and playing, we also ask that you run through the following troubleshooting steps to clear your browsing history and internet cookies:
  Clear your temporary internet files/cookies folder and restart your browser before each session.
  Learn how to clear your cache depending on which browser you are using:
  
  Mozilla Firefox
  ****** Chrome
  Safari
  Type **************************** directly into your address bar instead of using a bookmark/saved link or a ****** search.
  If you continue to experience difficulties after going through these steps, I recommend calling PlayNow Support, toll-free, at **************. Agents are available to assist you daily between the hours of 7:00 a.m. and midnight PT and are happy to go through some additional troubleshooting (or help with the steps above!). You may also connect with us via Live Chat through the PlayNow website. Chat agents are available 24 hours a day.
  
  We appreciate the time you have taken to contact us and thank you for your interest in PlayNow.
  
  Regards,
  
  Kyla
  PlayNow Support
  How to clear the Firefox cache | Firefox Help
  The Firefox cache temporarily stores parts of websites you visit. Learn how to clear it to fix issues with how websites work or look. 

  Business Response

  Date: 18/09/2024

  Hello ****, 

  Were sorry to hear that you are experiencing ongoing location issues.
  
  I understand the geolocation disruptions are extremely frustrating, especially when in the middle of a game. Using a mobile device has it challenges on the back-end side of things, and we are required to continuously verify your location. Users are prompted to allow PlayNow access to location services to verify that they are within the province throughout the duration of their play and there can be issues as Playnow is constantly checking for location.
  
  To determine that you are within **, we use your GPS location from your device and browser as we are required by law to ensure you are playing in ***
  
  Location services using GPS are the most accurate way we can determine your location but there are factors that may cause inaccuracy including poor signal quality like distance from a satellite and the signal being obstructed.
  
  You may try connecting with another device or service if your current system is showing your location out of the province. When experiencing multiple log outs or pop *** in a session, we recommend a few trouble shooting steps to help in the location connection.

  1. Clear cache and cookies on your web browser (this will help with any caching of old locations)

  2. Reset your location services (this helps with re-establishing your location)
  
  While location challenges do arise more frequently on mobile, I hope that the steps provided will help reduce these problems, though we cannot guarantee a complete resolution. We suggest that you try logging in from another device such as a desktop computer or laptop. It is important to understand that location challenges occurring on mobile devices may only occur intermittently due to the way in which mobile devices receive their web connection.

  We also recommend ensuring that your device is connected to a secure connection, no saved links/bookmarks (type ************************ into the address bar), try on a different browser, and reset the internet modem if needed.

  As a gesture of goodwill I have provided your account with a $100 token. Thank you for taking the time to reach out to our support team and working through the troubleshooting steps with us. 

  Warmest regards,
  

  *******
  Customer Experience, **********************

  Customer Answer

  Date: 18/09/2024

   
  Complaint: 22241070
  
  I am rejecting this response because:
  It didn't always do this this has only been happening for 2 months since I won 70k but don't worry about a response as I am not into the back and fourth with no solution in sight also I clear my Cash regularly  and location settings  also  the 100 token I don't really care about I deposit 5 times that on a bad day so that is a joke I just thought being as I am a elite encode member and a long standing customer that I'd receive  a little better service and a explanation that makes sense but clearly that won't happen so I will leave it at that ** for you're time 
  Sincerely,

  
  
  **** ******

  Business Response

  Date: 23/09/2024

  Hello,

  Please see the response provided to the player below.

  Thanks,

  BCLC

  ---------------------------------------------------------------------------------------------

  Hello ****,

  
  Were sorry to hear that youre not satisfied with the resolution to your ongoing location challenges.
  I see that you've reached out several times about issues with location detection, which are affecting your gameplay. Weve offered troubleshooting and additional support from our back-office technical team. Please keep in mind that location issues on mobile devices can be intermittent due to how they connect to the internet. If you continue to primarily use a mobile device for **********************, we recommend contacting your **************** Provider (ISP) for further assistance.

  
  We appreciate the time you have taken to contact us.

• Initial Complaint

  Date:03/09/2024

  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.

  August ***********th. 2024 BCLC says the don't use bingo bots. But they do. Or it's even worse and the players either work at bclc and portray they are regular customers and win. Or the bingo called knows these players and they are manipulating the game. Something illegal is going on. Watch for a week. You'll see the same usernames winning over and over and over. There will be 2400 cards sold and ************************************************************************* one game. So one line, then they win three lines. But they will win again the next full game and then again. It's so sickening what BCLC is doing I've watched the same winners win several cards on a row and more the once on the same card. Also, I don't know how some players know the first name and personally know ******* the bingo caller, today someone mentioned they knew that back to back jackpots would happen. And sure enough it did. I logged in every day for a week and saw the same user name Aiason they never left the bingo room for over a week straight. Yet for me, if I walk away from my phone for 30 mins I'm auto logged out. So how is this possible.This site is corrupt and should be avoided at all cost. Never play at this site.

  Business Response

  Date: 20/09/2024

  Hello,
  
   
  
  I am trying to provide this response in complaint ******** and keep getting an error that the response contains inappropriate language. Could you please support?
  
   
  
  Hello *****,
  
  
  Thank you for the time to summarize and provide feedback on your experience with PlayNow.
  Operated by MBLL, PlayNow is a BC-based company that adheres to the regulations set by the ***** which is analogous to BC's Gaming Policy and Enforcement Branch.
  
  Section 4.1.1 of TGS5 outlines the technical integrity standards that BCLC upholds for all software used on **************************. To ensure integrity, BCLC obtains certification from an independent testing company for gaming software. Additionally, BCLC conducts its own internal testing, with both the third-party certification and internal testing results submitted to the province's regulatory authority. Gaming software suppliers must also undergo a rigorous registration and background check by their designated regulatory body, which reports to the ********************
  
  Winning odds depend on several factors, including the type of pattern played, the number of players, the number of cards in play, and the maximum number of ***** drawn to achieve a win. We provide Return to Player (RTP) information and statistics for all our Bingo rooms. For instance, Suite 75 has an RTP breakdown of 75% from Pot Return and 5% from Jackpot, resulting in a total return to player of 80%.
  
  If you have a specific issue our team is available to support. We would just require the date and time of the issue and we may need some more details from you. Our team is available on Live Chat 24 hours a day 7 days a week and 7am-Midnight (PST) 7 days a week.
  
  
  Kind Regards, 
  
  *******
  
  PlayNow Customer Experience
  
  Thanks,
  
  ******* *****
  
  Manager, CSC Accounts
  
  Social Purpose & Marketing
  
  BCLC, *********************************,  Kamloops B.C. V2C 1E2
  
  T ************  C ************  F ************