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:19/04/2024

  Type:Sales and Advertising 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.

  Playnow regularly does a "rebate" promotion where they claim they will rebate a certain percentage of your overall losses from what you wagered over a two to three day period. I've attached screenshots of their most recent promotion in order they are read on the webpage. Reading it you are led to believe you will recieve a rebate of your overall losses and a link that says redeem promo is right beneath it. Thats the first problem. Because below that is where it says "how this rebate works" which of course having clicked the "redeem promo" link at what you thought was the conclusion you would never get to that part. The 2nd problem is the "how this rebate works" doesn't actually tell you how this rebate works. It just repeats its a rebate of your overall losses. It does provide a link however to their terms and conditions which is several pages and needs to be downloaded in pdf form. It is buried within this document where the 3rd and most egregious problem is located. Their definition of "overall losses" is your losses Minus whatever you've "won" playing. Which is how losses acrue! Its ridiculous and grossly inaccurate as a definition. I played over $7000 during their last promotion thinking well at least some of it is being rebated. Not by their definition. This has got to stop. Either these bait and switch promotions end or their definition of "overall losses" should be stated up front and honestly in the main body of their promotional webpage.Hidden away and extremely unlikely to be seen in a downloaded pdf this "promotion" is delibritely misleading and honestly I don't think is even legal.

  Business Response

  Date: 22/04/2024

  Thank you for the screenshots. It is never our intention to mislead our players which is why we provide thorough terms and conditions on our website, which match up to what the player sent in, we apologize if this is overwhelming. If at any time a player has questions about our promotions, how they work, how they payout, etc we have agents available to help seven days a week by phone 7am-midnight and via live chat 24 hours a day. It appears this player participated in three separate, but similar, promotions back-to-back since February. I don't see anything in their history to indicate that they attempted to reach out to Playnow Support with any questions or concerns about the promotions. 

  For the first two promotions they had overall losses and they received tokens.
  
  For the most recent promotion in question, the player came out with an overall net WIN of $80.58 (Wagered $7035.79 and won $7116.37) so they were not eligible for a token. 

  Rebate Conditions state: 

  To receive a Casino Rebate Token, the value of your wager(s) on Eligible Casino Games during a Promotional Period must exceed the value of your winnings in an Overall Loss.

  I'm not sure how this is misleading.

  Customer Answer

  Date: 24/04/2024

   
  Complaint: 21597321
  
  I am rejecting this response because:

  Again Playnow is simply refusing to accept any responsibility for this issue. My main objections to their response is A) the terms and conditions of this promotion are NOT plainly stated on their webpage and can only be found on a link that must be downloaded. 

  And

  B) Their definition of "overall losses" is contrary to its actual definition. "Overall" means "in its entirety". I didn't cash out with over $7000 I won.  I lost it "in its entirety" wagering it on playnow during the promotional period. There is no other way of legally definining it. What they are erronously definining as "overall" losses is in fact "over and above" what was lost wagering against what was won playing during the promotional period. If thats what the promotion is thats what should have been stated. Facts are facts. Playnow providing a version of alternate facts as to what  the definition of "overall" is supposed to mean does not make it true.

  And

  C) I did reach out twice to playnow about this issue and was given the same nonsensical response they have given here
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 26/04/2024

  The player has indicated that their desired settlement is to have us discontinue our rebate promotions; while our promotions team is always happy to take player feedback into consideration, discontinuing a popular promotion that many of our players actively participate in and enjoy is not an option at this time. It is common practice for businesses to post terms and conditions for contests/promotions on their website (please note that these do not need to be downloaded, they are offered in a link that opens in a new webpage).

  I would like to suggest two alternate solutions for Mr.Sismey:

  1. If they do not which to read through the terms & conditions of a promotion, for whatever reason, or they have questions about BCLCs definitions of certain terms (i.e. overall losses) they can call Playnow Support prior to participating in the promotion so that they can make an informed decision before they play. Please note that the definitions in our terms and conditions will stand and are not open to player interpretation.
  

  2.They can simply choose not to participate in our rebate promotions. Promotions are meant to be a fun way to add to a players gaming experience. Playnow.com offers many alternate promotions and contests throughout the year that they may enjoy instead of rebates.

  Customer Answer

  Date: 26/04/2024

   
  Complaint: 21597321
  
  I am rejecting this response because:

  I have explained my concerns clearly and am just trying to provide Playnow an opportunity to  explain how their rebate works on the webpage where customers are invited to participate. Again I disagree with their definition of "overall losses" as they define it but at the very least the definition of "overall losses" as they have it should be clearly and prominently stated. Not buried in a 5 page pdf that has to be downloaded via a link that is easy to miss. Regardless I've taken this complaint to Ad Standards Canada which will either agree or disagree with my complaint. I will honor their decision on this matter whatever it is. I'm sorry it has reached this point but I feel strongly about this promotion taking advantage of the trust customers have placed in Playnow which makes a point of it being a safe and trustworthy gaming site. 

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

• Initial Complaint

  Date:19/04/2024

  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.

  Playong head by to head Omaha always lose.To Same person or persons.Ive been playing for decades not probable this should happen.As I know Im a stats prof.I word like an investigation into PlayNow software.How often do they check and up date it?I understand losing can happen but not like this.Specifically my head to head play.

  Business Response

  Date: 19/04/2024

  I want to confirm that I am understanding the players inquiry. I dont see any calls in to our support centre since October 2023 so I only have what has been written to the BBB as reference. Is the player saying that when they play head-to-head (two person) Omaha Hi or Omaha Hi-Lo iPoker on our website they feel they are always playing against the same people and those same people are always winning? In addition, they have concerns about the iPoker software on Playnow? If that is correct, please see our response below.

  
  PlayNow.com is part of the Canadian Poker Network, which includes a variety of players from British Columbia, ******** and ******. Players join iPoker tables via an online lobby and can choose which tables to sit at and are free to leave tables to move to others. 

  All PlayNow.com iPoker games use a standard 52-card deck, the outcome of the cards dealt is completely random and not dependent on any external influence whatsoever. The success of the player is dependent on several factors and is not restricted to the card outcomes, betting strategy,table position, chip stack, cards dealt and the skill ability of you/your opponent(s), are all factors that a player must take into consideration. We can assure you that all games undergo strict testing both internally and externally prior to being loaded onto the site to ensure every player has the same opportunity.

  Furthermore, all games on Playnow.com, including iPoker, must receive a Certificate of Technical Integrity (CTI) from the Gaming Policy & Enforcement Branch (GPEB) of British Columbia before launching on the site. GPEB is the regulatory agency for all gaming within the province including PlayNow.com. Before a CTI is issued for any game, it must meet or exceed all requirements outlined in the Technical Gaming Standards (TGS-5) for *************** Systems. For your reference, I have included the link to TGS-5 document below:

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

  If the player has a specific hand that they would like reviewed we would be happy to assist further via Playnow Support by phone or live chat.

• Initial Complaint

  Date:04/04/2024

  Type:Product 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.

  Received an email that there were no issues with gaming March 10. Filed a complaint due to technical issues, freezing, kicked out of server, cards exposed in the shoe (Ace diamonds), game play was not live and continued to skip ahead. I was told by telephone and live chat support that I was getting a sizeable refund back to my play now account. I was lied to as nothing is getting done to resolve the mess that occurred that evening. 3 1/2 weeks have gone by and no refund I want another investigation put forward with these issues. *** contacted my bank for a charge back from the vendor because services were not properly rendered. Nothing but lies and deceit from playnow.

  Business Response

  Date: 09/04/2024

  I'd like to address the concerns individually to better break down the issue(s).

  Customers Statement of the Problem:
  Received an email that there were no issues with gaming March 10.
  This is correct, we did email the player to advise that there we no issues located for the date in question. All their accepted bets played through and paid out correctly, the player can review this in their transaction history. A second investigation with the 3rd party vendor located a bet of $2600 that was not accepted (the player wasnt charged). This can happen due to technical issues, as a gesture of goodwill we issued a token to the player for 10% of the wager: $260. This is the standard amount we issue to our players for rejected bets. It is important to remember that the player was never charged for this bet, so a refund is not needed.

  Filed a complaint due to technical issues,freezing, kicked out of server, cards exposed in the shoe (Ace diamonds)
  The player was provided with technical troubleshooting in their email response. Minimum system requirements are listed on our website as well.
  

  For an optimal player experience and site performance on any device using playnow.com, we recommend using:
  1.   The following browsers:
      ****** ****** and ****** mobile (latest version)
      Mozilla Firefox (latest version)
      Safari on MacOS and iOS (latest version)
  

  2.   The following operating systems:
      Windows 8.1 (and higher)
      OSX (latest version)
       iOS (latest Version)
       Android 7 (latest version of Android WebView)
  

  It is recommended that you always keep your web browsers up-to-date.
  While previous operating systems and browser combinations may work on playnow.com, some functionality or information may not work or be displayed as expected. The playnow.com databases record the correct outcomes generated by our games and BCLC relies on this record in the event of any dispute.
  Our development teams make use of new capabilities available in modern, up-to-date operating systems and browsers. As a result, we have made the decision to support only modern operating systems and browsers.This also provides improved security and performance.
  
  Our ******* games use a service called WebGL, a web-based graphics library that eliminated the need for plugins to run graphics on your web browser.
  WebGL has minimum hardware requirements and if your device does not meet these requirements, you may experience display issues.
  We recommend that your device have the following to support WebGL:
           Minimum 4GB of RAM
           64 bit processor
           Capable Graphics Card (recent / up-to-date)

  Note: If your system does not support WebGL you can still play our ******* games, but you may experience display issues such as blank reels, missing symbols or shaky graphics. These are display issues only and do not affect the outcome of the game.

  Handling errors: If there is any error in the game,gambling system or game procedure, the game round will be temporarily paused while the dealer notifies the shift manager. All players at the table will be notified via Chat, or by an on-screen pop-up message, that the issue is being investigated. If the manager can immediately resolve the error, the game round will continue as normal. If immediate resolution is not possible, the game round will be cancelled, and initial bets will be refunded to all players who participated in the game round. The player did not provide a time stamp for any handling errors (exposed ace in shoe). No errors of this nature were reported in the review that was completed.

  Game play was not live and continued to skip ahead.
  Game play is live and recorded in a studio in *********, **, it cannot skip ahead however, it may appear to skip ahead if the players system is freezing. Multiple players can sit at one table so it will not pause if one player is having technical issues. Players can also interact in real time with dealers. Clicking on any of the Live Casino game tiles will launch Live Casino in a new pop-up window. You can watch on any game table without sitting down or placing a bet. Live Casino game outcomes are determined with real cards whereas other table games on PlayNow use a random number generator to determine game outcomes.

  I was told by telephone and live chat support that I was getting a sizeable refund back to my play now account. I was lied to as nothing is getting done to resolve the mess that occurred that evening. 3 1/2 weeks have gone by and no refund I want another investigation put forward with these issues.
  I have reviewed all the players live chats, phone interactions and email interactions. Despite the player repeatedly referencing that they wanted a full refunded or a sizeable refund or telling the subsequent support agents they were promised a refund at no point during the interactions was the player advised that this would be the case. They were advised that the large amount of ****** made throughout the day was what was holding up the investigation, not the value of the ******. For reference, they had 426 ****** that day and were not able to provide us with time stamps of when their issues occurred. All 426 ****** and the game play for that entire day were reviewed. The player was also told that the refund that they were requesting could not be done at the agent level, and it could not be issued until an investigation was complete; it would have to be reviewed by other departments, which it was, and it was determined that a refund was not warranted. I can understand that there may have been some confusion but we can never guarantee a refund will be issued or declined until an investigation is complete.  Given that we have reviewed the game play internally and by the 3rd party vendor, without additional information from the player a third investigation is not going to turn up any new outcomes. All ****** that were accepted played through and a token was issued for the sole wager that was not accepted. 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 21532132
  
  I am rejecting this response because: First off I never wagered through a 3 rd party gaming site. I did not receive the services rendered. Im requesting a refund as Playnow BCLC is where these transactions occurred through. Your chat team all admitted I had technical issues, and was told a refund would take place. Now Im being lied too. You guys pay off the BBB to make things go away. A full investigation needs to take place with this company. Look at the shoe decks there were cards exposed, I was kicked out, blank screens, glitches, games jumping ahead. There was nothing wrong with my phone as I played your phony token and It worked fine 3 weeks later with no issues. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/04/2024

  Again we would like to address these concerns individually.

  First off I never wagered through a 3rd party gaming site. Playnow hosts games from many different 3rd party vendors, this information is available to our players. With BCLC's oversight, Evolution Gaming is responsible for developing and operating the Live Casino studio in Metro Vancouver.

  I did not receive the services rendered. Im requesting a refund as Playnow BCLC is where these transactions occurred through. Can the player please explain what services were not rendered and which transactions, we would be happy to review them if something has been overlooked? For all of their play on March 10, all ****** that they were charged for played through and are recorded in their play history. The player can check this history themselves. They were NOT charged for the sole game that did not register and did not play though. 

  Your chat team all admitted I had technical issues, and was told a refund would take place. Now Im being lied too. We advised the player that their was one game that experienced technical issues. At no point did we advise the player of any additional issues, and at no point that day was Playnow experiencing internal issues. At no point was the player promised a refund. The player repeatedly told our agents that they were promised a refund, not the other way around. Our team advised that IF a refund was to be issued it would be done after the investigation was complete and it would be done by a manager.

  You guys pay off the BBB to make things go away. We do not.

  A full investigation needs to take place with this company. Look at the shoe decks there were cards exposed. Handling errors were addressed in our previous response, they are also addressed in the terms and conditions on Playnow.com. If the player has a time stamp we can review this further but nothing came up in our review. Can the player confirm if this was brought up with the dealer at the time of the incident either by themselves or any other players at the table?

  I was kicked out, blank screens, glitches, games jumping ahead. There was nothing wrong with my phone as I played your phony token and It worked fine 3 weeks later with no issues.  Can we please have time stamps or screen shots? Nothing indicates that the player was not able to play through their hands, quite the opposite as it appears they were participating in the games in question. All games that were wagered on, and where the wager was accepted, played through. As mentioned in our previous response Live Casino does have many minimum system requirements that if not met can cause issues with play. These issues can be intermittent so it is possible that the player didn't experience issues later on, but they will likely experience issues again in the future. We would be happy to go over all the requirements with the player directly if they like. 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 21532132
  
  I am rejecting this response because:

  Obviously I am getting nowhere with Playnow. They want to provide multiple screenshots of the errors and deficiencies of their game play. Check the exposed ace of diamonds in the shoe that would have affected the whole outcome of the deck shoe. I wrote in the live chat twice or more regarding problems I had with game play that evening. My bank sent you 30 days to refund the amounts and you never responded to them. All I got from the investigation team were lies and the runaround regarding the $22000 that was deposited for gaming. I will go another route to get monies refunded back for black screens, game glitches, freezing, kicked out of the game and repeated skips in live video play. I demand a sizeable refund back and hope a solution and outcome can be made or I will have to take further action on this case. Over three weeks of your so called investigation with a phony response back that there were 0 issues. You should be ashamed of yourselves for hiding and covering up the real truth. What is the next step to appeal this? 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/04/2024

  The player wont be refunded $20,000 in game play as they wagered on over 400 games throughout the day and actively played through those funds. We have already issued them a token as a customer service gesture, they were issued the same 10% that any player in that scenario would receive.

  As for next steps we are more than willing to review the allegation that an ace was exposed in the shoe. Weve asked on a few occasions now for a time stamp, even a time frame to narrow this down, we have still not received that. All day isnt a small enough time frame. We have now had our support staff, our Investigations team, and the vendor review this players game play for the entire day in question and do not see and issue related to what they are referencing. No players at the table, including the complainant brought up a handling error to the dealer during the day in question for the games the player is questioning. Is it possible this was on a different day,and if yes, what day and roughly what time? It is also important to note that if there was an exposed card, it wouldnt have affected the entire day of game play.
  

  Next steps for the timeouts, etc. as mentioned in our previous response, we do have minimum system requirements that need to be met for optimal game play. We have not had an opportunity to troubleshoot with the player directly although we have sent them this info via email and through our responses to the BBB. In doing a quick search with our iGaming Application Support Team this morning (aka the technical team) I can see that their iOS is up to date, which is great, however on March the 10 they were using two forms of internet connections that were both less than ideal: low speed mobile data which is unreliable and weak and wired DSL, which is also showing on our end as a weak connection for that day. We would be happy to go over all the other minimum requirements one by one with the player to ensure everything on their end matches what is required on our end. We do try and make this transparent to players on our website so that they know before they play. If the players devices and internet connection etc do not meet our minimum requirements they will continue to experience issues.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 21532132
  
  I am rejecting this response because: I cannot provide screenshots of all the incidents that occurred. I am disputing the charges that session as you mentioned above the evening of March 9 and early morning hours of March 10. You are correct regarding the 400+ hands. I messaged live chat a minimum twice with a couple of the issues. And why would I make up some random card exposed which was the Ace of Diamonds which I clearly saw it effects the whole shoe of the game. My Internet connection was a secure connection to my wifi and you just admitted the connection was weak above that you saw on your end which explains all the technical issues I was having. I repeat again for THE THIRD time I was kicked out of game session once, I had blank screens multiple times, freezing multiple times and video skipping ahead constantly through the session. I did not get refunded 10% of my total bets you gave me a $260 token which you cannot even deposit as you have betting requirements to cash out. The compensation is not acceptable. I am asking for a large refund put back into my play now account with no restrictions on withdrawal or a credit put back on my credit card. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/04/2024

  I am not sure how we are supposed to proceed here. We are not asking the player for multiple screenshots, the vendor can check the recordings of the player's games. Multiple reviews have been made by different groups, we haven't found anything related to a card showing. If the player can pinpoint a time then we can go back and look, again. A handling error like this would be specific to one hand, not a full day's refund.

  Advising the player that THEIR internet connect was weak on the day in question does not prove that anything was wrong with Playnow or the ******. The player was using slow internet, despite our website advising that this would not be an optimal choice. This can cause a potential  visual lag on the player's end but will not affect the game or it's outcome. It is the player's responsibility to ensure their systems meet our minimum requirements, which they did not. Regardless, they were able to play and chose to continue to play.

  Yes, the player did contact us for assistance and troubleshooting steps were offered via email, whether or not the player chose to troubleshoot on there end is not something we would be able to see, but again, if their system doesn't meet minimum requirements, which they don't, and they don't upgrade to those minimum requirements, no amount of troubleshooting will help. 
  There is no reason for Playnow to issue a refund in full or of 10% for all ****** that the player made and played through. We issued a token for 10% of the one wager that did not register on our site, this was a wager that they didn't pay for but we issued a token anyways as a gesture of goodwill. 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 21532132
  
  I am rejecting this response because: Now you are saying my internet was weak and I didnt follow procedures. My internet was working fine. Your 3 rd party gaming site was not working properly. You are blaintantly covering this whole fiasco up. I explained to you what all the problems where I want an unbiased investigation done by the gaming commission for all the things I requested not your phony so called playnow investigation for intentions to cheat players like myself out of bets and money. Your company should be ashamed of yourselves and live gaming should be not part of BCLC like you advertise, in your commercials when you and your software  are a 3 rd party off shore account. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/03/2024

  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 contacted Playnow support on Feb 19 in an email about a problem I was having on the game Jacks or Better. The problem was the game was continually shutting down on winning hands and not paying out.I clearly told them all the problems and stated "please do not tell to clear cache and cookies Well that was the only message that came back a few days later Over the next few days the same problems were continually happening I sent a few more emails asking for help all to no avail I then started calling their support line zi spoke to many ********************************* *** ***** and others.I sent in 90 yes ninety screenshots of winning hands blank screens where just prior I had hit Royal Flush 2 times.I have called daily asking to speak with a supervisor or a lead hand again all to no avail...."yes we will ask someone to call".On my next call *** promised all would be resolved last Thursday Well that day came and went no resolution no call from Playnow. On the Friday I received an email from Playnow we are still working on this we need 1 to 2 business days.Well here it is March 11 this started on Feb 19th I STILL HAVE NO RESOLUTION. No phone call from a supervisor. This is outrageous that this company can act in this manner. Playnow needs to answer these problems. A supervisor needs to call and explain.

  Business Response

  Date: 15/03/2024

  We have reached out to the player directly to resolve this issue and provided compensation. 

  We have made note to the player that email is not the fastest approach when troubleshooting is required and agents are available by phone and live chat.

  Clearing cache and cookies, as well as ensuring that a player's device and internet meets minimum requirements are standard practice to resolve the issues described by the player. Supervisors cannot expedite issues that have to be sent to 3rd party vendors for additional assistance. 

  Customer Answer

  Date: 20/03/2024

   
  Complaint: 21419973
  
  I am rejecting this response because:

  I have been told many times make sure you email the problems you are having, live chat will tell you the same thing as well as customer support.

  I reject this as I received a $32.00 credit Pardon me over 90 screenshots showing kicked out winning hands a money not returned but once I setup a formal complaint here is $32.00. What about the 2 yes two Royal Flushes that immediately went to a blank black screen, this totaled $3200.00. The Lead hand who finally responded after a 3 week wait did not want to know about this and refused to even discuss it.

  The lead hand did put a token for $100.00 yes I did use as if I did not it would expire...now given that it took three plus weeks for any response I was not about to wait around yet again.

  Tried replying on one email well that does no good as it comes up blocked...replied to the other and still can get absolutely no where regarding Royal Flushes outstanding winning hands. Does Playnow think well let's just toss out a token and hope they go away? This is so wrong the complaints on their website is astronomical, complaints to the BBB are huge.

  Does Playnow not have to be accountable? Too wait three weeks is absurd to have a team lead not a supervisor is atrocious. If you play at a casino and have a problem it is dealt with immediately, they would not ask you to curl up under a slot machine and wait it out for three weeks.

  To not answer all my questions regarding winning hands and two Royal Flushes id it due to "We don't care" or tough luck or perhaps we simply don't know and cannot explain it so if we ignore this it will just go away.  

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

  Business Response

  Date: 20/03/2024

  Good afternoon, 

  The player was offered and accepted a $100 token as a gesture of goodwill for the delay in time it took for our 3rd party vendor to close off their stuck games, we do not typically reply to players until games are closed off and we have a resolution. To say that our Team Leader did not want to talk to them is false. We attempted to call several times and the player advised that their phone was blocking our number and they preferred to talk over email, which we did. Our emails do not block players, even the ones marked as do not reply will still get replies. The player did send us numerous emails, unfortunately each new email creates a new case, in order for issues to be linked to the same case the player needs to reply to an email thread rather than sending a new email. Every time a new case is created it takes us time to sort through them and link them to a previous case, for faster responses I would suggest using the reply option. 

  It is very important to note that the player's issues are related to technical problems on their end, mostly location challenges. The player has been told this repeatedly, this was addressed last year in a very similar complaint to the BBB, where they were provided a $500 token again as a goodwill gesture for customer service concerns. The player frequently requests tokens and has threatened in the past to go to the BBB if we do not provide them. The player is not out funds, we cannot payout based on what the player thinks they may have won. As per our policy on our website: malfunction voids all plays. All screen shots were reviewed and in the back end of our system all game plays were reviewed and escalated to our vendors for additional review. The player was paid out winnings when winnings were known, and refunded their wager when a win could not be determined. Playnow was not experiencing any technical issues at the time of any of the player's games freezing. 

  Despite the technical issues being on the player's end they have made it clear that they do not wish to complete troubleshooting with out agents. If the player continues to use the device their are using and not complete troubleshooting or the necessary upgrades they will continue to experience technical issues for which we cannot continue to compensate. 

  Additional information on system requirements can be found in our help section: *************************************************************************

  Customer Answer

  Date: 20/03/2024

   
  Complaint: 21419973
  
  I am rejecting this response because:

  I cannot believe the out and out lies from Playnow at NO TIME have I ever said that my phone is blocking Playnow, another complete lie from Playnow that they attempted to call several times this is an out and out lie, they tried once and one time only while I was at work.  Yes your email from ******** Team Lead certainly blocked my reply would you like proof? I sent over 90 screenshot's an excess of 15 emails as your support team asked me to do this.

  Yes I did accept a $100.00 token as if I did not it would expire!!!!!

  Yes I did say I would go to BBB as waiting three weeks for a resolution is wrong and unbelievable that this is how you treat your customers.

  I most certainly do NOT REQUEST tokens on a regular basis again another out and out lie. Yes I did receive a $500.00 token last year as a Royal Flush was not paid out, I have tried to clearly explain that I hit a Royal Flush 2 X and got a blackout screen and LOG IN again screen Playnow requested over 90 screenshot's which they received. They have blatantly chosen to ignore this.

  To say I do not wish to complete troubleshooting again OUTRAGEOUS 

  Playnow is lying they need to take responsibility for this mess. 

   

   

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

• Initial Complaint

  Date:14/02/2024

  Type:Product 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.

  Dear ***/*****,I am writing this letter to express my disappointment and frustration with the BC Lottery Corporation over a recent promotion that was not honored. The promotion in question was the "bet back" promotion, which was advertised to provide a refund on losing bets. However, I have not received the refund that was promised to **** find this situation to be extremely frustrating, as I feel that I have been misled by the terms of the promotion. I made the bet during the promotion period and incurred a loss. The promotion terms stated that I would receive a refund on this bet if it were unsuccessful, but this has not happened.I feel that the BC Lottery Corporation has engaged in fraudulent behavior by advertising a promotion that was not honored. I also believe that the terms of the promotion were intentionally misleading, ie. (odds minimum 2.0).I would appreciate it if you could rectify this situation by providing me with the refund that was promised to me under the terms of the promotion. I hope that the BC Lottery Corporation will take steps to ensure that such misleading promotions are not advertised in the future.It is of utmost importance to address the issue of powerful entities, such as the lottery corporation, taking advantage of consumers. Such actions must be treated with great severity to protect consumers and their rights.Thank you for your attention to this matter.Sincerely,*****

  Business Response

  Date: 21/02/2024

  Can the player please elaborate on how the promotional terms were misleading? They had to place a bet with minimum odds of 2.0, this was clearly laid out and they placed a bet with odds of 1.80. The terms of the promotion were not followed and therefore they were not eligible to receive the bonus.

  We did attempt to call the player twice on Feb 16 to discuss the matter with them as they had requested a supervisor, the first call was disconnected by the player on and the second call went straight to voicemail. The player has not contacted us back since. If they would like to they can reference case #*******

   

• Initial Complaint

  Date:22/01/2024

  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.

  ******* me never paid

  Customer Answer

  Date: 02/02/2024

  i was playing offline blackjack an 2 times both when i bet very large which was 1 in 100 handso and both when vs a dealers 6 showing and both when have chance to double and win total over $1000 

  playnow triggered an error in the game when the odds were highest possible for me to win 

  both times the game could not continue even after being requested.

  this should never happen and be impossible to happen in fact i know its impossible for a player to do this or the odds could be heavily favored if it happened vs a dealer ace for example...

  this is not a 1 in million odd coinsidence.... they are glitching peoples games causing error only to give their bet back instea of the $1000 winnings that would of been .

  this is other complaint is not related directly but playnow also uses evolution for their LIVE games which is even worse because evolutiion live is very well knowns as a **** **** ******** company all over the internet there is dozens of videos of them ******** customers... the fact playnow uses evolution exclusively for live games proves they are **** ******* ******* *********

  Business Response

  Date: 09/02/2024

  The initial issue with this player was resolved in May 2021.

  The player experienced a malfunction during a Live Casino Blackjack wager on Playnow.com and as a result was refunded $675 (their full wager amount). A Team Leader for Playnow Support informed them on May 6th, 2021 that they were refunded their wager and that unfortunately the potential winnings couldn't be determined. This refund was in accordance with the Playnow game conditions posted on our website, the player is not out any funds. However, the player was dissatisfied with this outcome and insisted on receiving their winnings.
  
  The player's complaint continues to revolve around alleging that PlayNow and Evolution (the vendor who supports our Live Casio platform) are ****ming him and his game purposefully malfunctioned on a winning hand. The player has ********** to escalate the issue to the media on several occasions,claiming to have video evidence supporting their claims. The player has been verbally abusive towards customer service agents and our Investigations team, and has made ******s during multiple interactions via phone, chat, and email. Due to this our Investigations team has locked the player's account for one year ending June 1st, 2024.
  
  Most recently on January 19th,the player spoke with a customer service agent and a Game Sense Advisor from our Player Health team, requesting to escalate the matter to a manager again. However, due to excessive and abusive contact, managers and agents will no longer engage with the player. 

  Customer Answer

  Date: 09/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: they are liars it was with an offline blackjack hand not live.... and the offline blackjack cannot just malfunction it should be able to continue the game no matter what... there is 100% chance it was triggered by playnow to steal my bets exactly when i bet huge and had highest favorable hand with chance of doubling against a dealer 6 when i bet huge . 

  they did not let me continue the game. and only refund the bet back which is unfare.... there is 0 ability for a player to trigger this event or the player would trigger it on the most unfavorable hand (dealer ace vs bad player hand) ... meaning this is 100% strictly only playnows fault ************ ********** triggering it specifically on the largest hands of thousands of hands played and with the worst possible ever hand to happen on for player with hugest odds of winning possible the most amount of money over $1000 . 

  as for any ******s i did not make any ******s ever and the only thing i said was i would expose the truth to people that they use **** provider like evolution and are ****mers therefore and revealing truth is a ****** then they should pay up because they feel ********** meaning they have something to hide....

  there is 2 occasions where this happened both times i would of won several hundred more then the initial bet back..... there is again 0 reason for malfunction to happen and not allow game to continue.... especially happening twice .. this is 1 in millions of odds that that would occur specifically when bet huge and had 6 as dealer card and me a chance to double my bet as well 

  its a promise i will reveal the dark truth not a ******. please pay my deserving winnings on these 2 hands i was ******* out of by your ai or however you trigger these ''''' malfunctions''''''

  i asked for details on the malfunction and they refused.. so being obviously ******* i was a bit angry understably ... they use this to block my account so i could not further investigate the hands . 

  again there is 0 way the player can trigger a malfunction .... so its 100% playnow triggering it....  

   

  and the promise is i will expose you massive everywhere your evolution live affiliation is very corrupt although not directly corolated .. i dont think saying im wanting to simply reveal truth so others dont get ******* is a ******...... 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 15/02/2024

  First off, I want to apologize for the frustrating experience you encountered while playing Live Blackjack on PlayNow. I understand the anticipation and excitement that comes with the possibility of winning, and it must have been disappointing for the hand not to be completed as expected.
  
  I have thoroughly reviewed your cases, including your initial contact with us on May 02, 2021,regarding your Live Casino Blackjack bet. We have confirmed that there was a malfunction in this game round, and as a result, we have refunded your ****** totaling $675 in full on May 6th, 2021. This game was live, with a live dealer,and due to the malfunction, the game round could not be completed. If completing the game round had been possible, we would have ensured that you could do so. Game malfunctions can arise for various reasons. Live Casino games depend on servers to facilitate interactions between players and dealers. If there is an interruption with the server, it can lead to a malfunction. When a malfunction occurs, we cannot guarantee that the game can be resumed. In this instance, we had to close the game to rectify the malfunction.
  
  We were not able to provide an potential winnings as the only card displayed for the dealer at the time the game malfunctioned was a 6, per our games rules and conditions malfunctions voids are pays and plays. I have provided a link to the PlayNow Player Agreement and encourage you to review  section ***** - ***************************************************************************************************************
  
  12.0 General ***** Dispute In the event of a dispute arising out of a discrepancy between the information displayed on your screen,including information about the outcome of a game, and the information recorded in the ******** Systems, the information recorded in the ******** Systems will prevail.
  
  It appears that you had a separate issue and contacted us on July 18, 2020, regarding an ******* game. Unlike Live Casino games, ******* games do not involve a live dealer. In this case, you were provided with a refund of your original wager amounting to $200 on August 27th, 2020. The game vendor for this type of game identified a situation where a game could not be completed on the backend and manually closed it. We understand the frustration that arises when a game cannot be completed as intended, and we appreciate your patience and understanding as we worked to address the issue for you.
  
  You mentioned the use of AI; however, it's important to note that PlayNow does not utilize AI. Because we are a Crown corporation, we operate under and are monitored by the ************************************ (****) and must adhere to the Technical Gaming Standards for *************** Systems (TGS5) document.
  
  We know that this is a lot of legal talk, but it *** help to alleviate your concerns about the safety and monitoring of all of the gambling games we offer on PlayNow.  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 PlayNow.com. To ensure integrity, BCLC receives certification from a third party testing company for gaming software that *** 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 software suppliers also undergo a stringent registration process and background investigation by the ************************************ (****), which reports through to the ******** of ****************** understand this has been a frustrating experience for you however, it is important to note that we have no tolerance for verbal abusive, it has also been noted that ******s had been made during an interaction with a member of our investigations department.Due to this you were informed on June 1st, 2023 that account will remain closed until June, 1, 2024.
  

• Initial Complaint

  Date:11/12/2023

  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.

  I won money on a casino game on playnow and I never got my winnings its been 5 months now

  Business Response

  Date: 12/12/2023

  Unfortunately we do not have a PlayNow player under that name matching the issue described in the complaint.The screenshot attached does not indicate a date, account number, or name of the account holder.  We would be happy to discuss the matter directly with the rightful account holder.
  
  A few things to note for all players wishing to withdraw prize funds from their Playnow accounts:
  
  Per the PlayNow Player Agreement section **** True, Accurate and Complete Information: You must provide BCLC with accurate and current account information and immediately update your account information with any change to information you previously supplied to BCLC to ensure such information remains true, accurate and complete.
  
  Per the PlayNow Player Agreement section **** Information and Documentation: In order to process a withdrawal,BCLC may require information and documentation from you that it considers necessary or advisable in its sole discretion, including information and documentation BCLC determines necessary or advisable to:
  1. Verify your identity.
  2. Comply with applicable law or regulatory requirements including ******* reporting obligations (*see below for more)
  3. Comply with BCLC's validation and security procedures.
  4. To prevent and investigate Prohibited Activities.
  5. To ensure compliance with the Player Agreement, Rules, Terms of Use, or, Promotion Conditions.
  
  *If the requested withdrawal from your PlayNow account is over $10,000.00  BCLC is required to report this disbursement information to the Financial Transaction and ********************** of ******, which you may know as *******. As part of this report to *******, we are required to document your identity and occupation. This is a federal requirement under the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLTFA). You can learn more about ******* here: ******************************************
  
  Per the Playnow Player Agreement section **** Right to Withhold Prizes: BCLC has the right at any time and in its absolute discretion to, without notice, withhold any prize from you if you breach or are suspected of breaching any term of this Player Agreement, Rules,Terms of Use, or Promotion Conditions, including if BCLC is not satisfied that the Registration information you provided is true, accurate and current.

  The full PlayNow Player Agreement can be found here: ********************************************************************************************************************;

  Customer Answer

  Date: 14/12/2023

  On August 25, 2023 I had one 20 $22,708 on ***** slot stinking Rich now they asked me to provide them with my ID and my banking information and I went to the bank. *** got to tell her to stop it as they asked for and sign it give that to them and my debit card with the numbers last four digits showing and my full name and keep telling me its in process I dont know what to do. I might get lake with MY I am *********** that money. I set up a playnow counting my middle name because I go by and my middle name that shouldnt be a problem. Its still my legal legitimate name. 

  Business Response

  Date: 22/12/2023

  We appreciate the complainant providing further screenshots to confirm the name of the account holder so that we could review the matter further.

  This player is aware of why their funds have been withheld and it is not due to using their middle name, members of our Investigations team have been in repeat contact with this player to advise them of the issue with their account. Please see our original response for reasons as to why funds may be withheld, any and all breeches of the PlayNow Player Agreement can result in winnings being withheld and/or accounts being permanently closed. 

  A member for our Legal, Compliance, and Security team will be in contact with the player shortly to handle this issue internally. 

  Customer Answer

  Date: 02/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  i have given them all the information they required me to give them in a timely fashion. And after numerous emails and phone calls all Ive been told is its still under investigation and there has been no decisions or updates. 
   And its been since late August since they have frozen my account and deprived me of my first big win ever  this has been very stressful and has impacted my life negatively   

  i am still wondering why Im under investigation  

  i understood that it should usually only take a week to ten days at most with this size of dispersed  

  i am saddened that for years I have had my account with no incident and feel I have been treated unfairly

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

  Business Response

  Date: 12/01/2024

  We understand that the player is frustrated with the length of time it has taken for us to review their withdrawal request. An approved withdrawal will not typically take more that 3-5 business days to process, however a withdrawal that is flagged for review can unfortunately take much longer.

  As mentioned in our first response, withdrawals of winnings can be declined/delayed if a player is in breech of (or suspected of being in breech of) any portion of the PlayNow Player's agreement. While we would like to be as transparent as possible, we cannot disclose on a public forum the full nature of our investigation. We are currently in the process of completing our thorough review and the player will be contacted directly with our findings and outcome. We appreciate everyone's patience in the matter. 

  Customer Answer

  Date: 17/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have read the playnow agreement and regulations and I have not breeched any sections of the rules and/or regulations in the playnow agreement. I gave you the bank statement from my bank, gave u copy of my id and sent you a copy of my debit card I used to fund my wallet. All legit document the bank teller stamped and signed my banking statement as u requested 

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

  Business Response

  Date: 25/01/2024

  The argument is not whether or not the player sent in ID and banking information. We are not disagreeing that the player has sent in ID. 

  This account was flagged and investigated. The player is fully aware of the activity that led  to this account being locked and why the winnings have not been paid out. As mentioned in our last response, we will not be detailing on a public forum the full nature of the investigation. The player's account was locked in accordance with the Playnow Player Agreement which the player would have agreed to when opening this particular account. The winnings were withheld in accordance with the Playnow Player Agreement. 

  Our thorough review is now complete, and again we thank the player for their patience. A letter from our legal team was couriered to the player advising them of the prohibition placed on their Playnow account and the outcome of of our investigation declining their recent wins. The letter also provided a clear date on when the player is eligible to have their account status reviewed and who to contact when that time comes. We have confirmation from the courier that the letter was delivered/received. 

  Unfortunately this is not simply a matter of customer service and being able to make things right for the player, we have security procedures in place that must be followed as a Crown Corporation. 

   

   

  Customer Answer

  Date: 03/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I want proof of the violations that were breached also I was not banned i have won money from my account and it has been deposited into my bank no problem so why this is a big amount that you are making up violations that I want to see proof of. And I want my interest after 6 months or not knowing whats going on with my winnings !!!!

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

  Business Response

  Date: 06/02/2024

  The violation sections were explained in the letter, I am not sure what else the player is seeking.

  The player's account has been placed on prohibition, they are banned from Playnow until the date specified on their letter. They are not eligible for their winnings due to the violations. 

• Initial Complaint

  Date:20/11/2023

  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 placed a wager with Playnow on Nov 11/23 12:04pm. Bet ID #0/*******/******* The bet was for "2nd Period Correct Score 3-2" **** vs ********* game. At the end of the second period the score was 3-2. And the bet slip confirmed a match, Correct score 3-2 and 2nd period score 3-2. Which I assume would be a win. However, the company refuses to pay out. I have emailed them and waited weeks for a replies. And the support told me "*** ****** ** ****** ******** ** ****** ******* ***** *** ****** ****** ***** *** ********* ** *** ********* *** *** *** ** *** ******" which doesnt make sense, as i could easily bet 0-0 in the first period and win 100%. And I was told to call in, which I did.The support on the phone told me it's goals scored in the second period. And I lost. However.... I didn't bet goals scored, I Betted Correct score in the second period. Her only response was to read the 80 page wagering guide. And the bet was settled correctly, I lost. When I read "Correct score" it seems pretty common sense what I am betting on. If the company hides meaning in legal literature, to avoid paying out winnings.... that is wrong. Again, I didn't bet how many goals in the period. I bet the correct score, which I matched correctly and would like to be compensated.

  Business Response

  Date: 21/11/2023

  Thank you for reaching out, a Playnow agent has responded to you directly with additional information. 

  For period markets in sports betting the naming convention of "2nd period correct score" is industry standard referring specifically to the exact number of goals scored only within the specified period. You will see this naming convention on other sites and sports books, not just Playnow. It does not refer to the game's total score at the beginning of the period or the end of the period.

  For example, on a 3-2 wager for the "2nd period correct score" you are wagering that one team will score 3 goals and the other will score 2 goals, in that period. The actual outcome of the game that you wagered on was the Toronto Maple Leafs scoring 2 goals, while the Canucks scored 0 goals in the second period (2-0) which is why your wager was settled correctly as a loss. 

  Page 49 (or section ****) of the PlayNow Sports Betting Game Conditions list the rule that applies to all ************** in hockey betting. The link can be found here: ********************************************************************************************************************************;

  We do not expect our players to read the entire sports betting conditions when they dispute a wager, however there is an expectation that players familiarize themselves with the ****** they are making before placing any bets. Our support staff can also answer these questions prior to placing bets if you are ever uncertain. To limit confusion, we have also added very specific wording to the ****** page, which would have been visible at the time of your bet. An example of this has been attached to this response. 

  I hope this clears up any misunderstandings. Unfortunately your bet still stands and was settled correctly. Adjustments to your payout will not be made as there was no error. 

• Initial Complaint

  Date:02/11/2023

  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.

  I want reset my password because I forgot it. I have to phone customer service and then after waiting hours on the phone no body answers you. Why can't they email to reset the pswrd like everybody else. Very inconvenient and stupid. I can't remember my favourite band at the time, stupid system it's as if they don't care.

  Business Response

  Date: 02/11/2023

  Hi ****,

  If you are referring to your Playnow account, you can use the Forgot Password or Forgot Username links on the PlayNow log in page to retrieve them via email.  

  Like most websites that have secure information (ie banking information), you will have to answer the security questions that you yourself set up in order to retrieve that password. This is to ensure that only the rightful owner of the account is gaining access.  If you are struggling to recall the answers you will have to speak with an agent.

  Im sorry that you were not able to reach an agent by phone, there are times when we experience longer than normal call volumes.  We are available daily by phone between the hours of 7:00 a.m. and midnight PT and between 8:00 a.m. and midnight PT on live chat.
  

  We hope to hear from you soon and would be more than happy to help you access your account. 

• Initial Complaint

  Date:18/07/2023

  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.

  On April 5, 2023 I received an email from Playnow **** Investigations stating:This email is in response to your 2023-04-02 phone call to **** Consumer Services.During this call it was alleged that PlayNow ePoker system has "serious errors," however no substantive evidence was provided to back this allegation.**** Investigations has completed a review of this matter specifically, along with a review of other previous issues and complaints you have raised generally. It is noted that this latest allegation along with your past allegations are unfounded.You have previously been advised that any continued unsubstantiated allegations towards *********** and its offerings may lead to a closure of your account.Thank you for patience during this process.Regards,**** Investigations (***********)I replied to their email with evidence and sent them 10 original screenshots of their software making critical math errors. They replied April 8, 2023 saying they have reviewed the evidence and stand by their decision. April 9, 2023 I then circled the errors in red and sent them 4 updated screenshots with the software errors clear to see and wrote paragraphs explaining the errors and also sent a pdf file of their Player Agreement:********************************************************************************************************** . ****'s ****'s Player Agreement stating: 3.0 Player Responsibility 3.03 Game Errors "If you become aware that any Game contains any error, you must report this to **** immediately. Further, you agree not to take advantage of any such error." In conclusion, Playnow **** banned me for simply following their Player Agreement and continues to ignore the proof I sent them. I was trying to help their poker platform by correcting the error and instead of thanking me they ****** me by banning me. I contacted the BC Omsbudperson and they cannot hold Playnow **** accountable, so anyone who has been wronged by Playnow **** you must make it known publicly.

  Business Response

  Date: 24/07/2023

  This player's claims were thoroughly reviewed by our Tables Manager and an eGaming Investigations team. The review determined there was no issues with the ePoker network operating system.  The complainant has an extensive history of disputing the ePoker gaming system and consistently refuses to accept any information from Playnow Support or our eGaming Investigations team. 

  The player did not lose access to their account because of an ePoker complaint. 

  It is noted that this player has been permanently banned from chatting on the ePoker platform due to extensive previous history of inappropriate language. This player has previously received at least 20 previous chat bans relating to comments involving harassment of other players and revealing cards through chat.

  The player's account and subsequent related accounts have been closed for being in breech of the Playnow Player Agreement as per the sections quoted below. 

  2.04 ****'s Absolute Discretion to Refuse, Suspend or Terminate **** has the right at any time and in its sole and absolute discretion to, without notice, refuse to grant suspend or terminate your Account if you breach or are suspected of breaching any term of this Player Agreement, Rules, Terms of Use, Encore Rewards Terms and Conditions, Promotion Conditions or if **** is not satisfied that the Registration information you provided is true, accurate and current, or if **** in its sole and absolute discretion deems it appropriate

  
  3.01 Personal Use You may only use your Account for your personal use and are not permitted to use your Account or any content on *********** for any other purpose including business or commercial purposes

  
  4.03 One Account - You may hold only one (1) Account. Only the Registered Player, acting on his or her own behalf, is permitted to use the Account.

  
  9.01 Player Breach - In addition to remedies described in this Player Agreement for a breach of a specific term or condition, if you breach any term or condition of this Player Agreement,Rules, Terms of Use, or Promotion Conditions **** shall be entitled to take one or more of the following actions as it determines in its sole and absolute discretion: a. suspend or terminate your Account; b. seize from your Account an amount ******************** determines necessary to compensate **** for its actual or potential losses or liabilities resulting from such breach; c. notify any third parties **** determines to be appropriate in the circumstances including law enforcement agencies; and d. take legal action against you including the right to claim all legal costs and expense in making such action.

  Customer Answer

  Date: 24/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  **** Playnow are ***** and here is the proof.  I uploaded the screenshots showing that **** Playnow are ***** *** **** ***** their customers.  Anyone reading this avoid doing business with this company as they ban players for following their Player Agreement.  Your account can get banned at any time with no recourse because their incompetent technology department do not want to admit the errors in their software.  ****** Playnow error software, OkPoker error software and you will see there is a class action lawsuit in ****** for the errors on the ePoker platform run by **** Playnow.  We must expose these ***** on the news stations and internet.  ****** ******* **** **** *** ***** ** **** ******* ******** ********* ******** ** *** ****** ** ***** ***** ****** **** ** ** *** ******** ****** **** ****** *** **** **** *** ****** ******** ****** *** **** * ********* **** *** ** *************  ** **** ** ***** *** ** ************ **** ********** ** **** ******* ** **** **** ***********
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 27/07/2023

  I have never used any account but my own and I never breached Playnow ****'s Player Agreement.  My father also played poker on Playnow ****.  My father received a phone call from Playnow **** regarding multiple accounts from the same household to confirm he was the player using the account and that we did not play on the same cash table or 1 table tournaments together.  When my Father passed away earlier this year, my Mother became the Executor Of The Joint Estate and played on his account to use the $100 in Tournament Credits that were in his account because ***************************************** will not allow Tournament Credits to be withdrawn as part of the Account Balance.  Since my Mother never had her own account and never agreed to Playnow ****'s Player Agreement, then she never breached the Player Agreement.

  Business Response

  Date: 04/08/2023

  We are not at liberty to discuss other player's accounts, including those of family members. Our investigations team has communicated at length with this player as to why their account was closed. 

  It was not closed for bringing up technical issues or integrity issues as the player first stipulated. This player has been talked to at length for their harassing/inappropriate  behavior towards other players in addition to irregular account activity. The account was closed in accordance with the Playnow agreement and will not be reversed. 

  Customer Answer

  Date: 14/08/2023

  Why can you talk about other accounts but I cannot?  Playnow **** was the one that brought up other accounts and then when you reply they say they cannot talk about other accounts.  Playnow **** is a Crown Corporation, I reported them to the regulators which is also a Crown Corporation and they slow down the investigation so it takes forever until you decide to close the case because Playnow **** closed my account while an investigation with the regulators was open.  I then report this to the Omsbudperson which is a Crown Corporation and they are avoiding early resolution, they are slowing down the investigation and dragging it out.  NEWS FLASH: Investigating each other is a conflict of interest for them.  You will just keep going in circles and nothing will happen.  NEWS FLASH:  The BBB does not post the files uploaded so the public cannot see the evidence and the companies can avoid the questions about it.  British Columbians used to be able to participate in a competitive global market and now with federal regulations stopping banks from receiving direct wire transfers from gambling sites off shore, we are forced to use the only legal option in BC, an option that is clearly poor in quality.  Playnow Privacy Breach 2010, it's on the news look it up.  They are a monopoly in the market and that is why their product quality is so low, because they do not have to compete for the market share against other companies.  I never displayed inappropriate behaviour towards their employees, I just brought concerns of cheating towards them.  I have showed them a software glitch with a mucked hand winning the pot when I was still in the hand and they ignored it.  I brought concerns of cheating and my account was locked with $2100 in it and they did not pick up my phone calls for 1 week.  My account was unlocked and then 1 year later I showed them yet another software glitch, this time a Math error in the player's chip count.  They then closed my account and will not reverse the decision.  Now I cannot play poker, make a sports bet or buy a lottery ticket on the only legal option in ** because I raised concerns about how their business was operating, trying to make the product better for all Canadians.  NEWS FLASH:  The regulators called the Police on me.