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: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. 

• Initial Complaint

  Date:17/07/2023

  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.

  I have had $1312 ****** out of my play now account balance. I placed multiple bets on the *** **** ******** ** ******** and after the game my bets were settled and my 1 winning bet was paid out but then "refunded" hours later and $1312 was removed/****** from my balance. How is this possible? I had already lost $1600 that day and the 1 time i actually win a bet, its paid out and then "refunded" without any reason or explanation. I placed a live bet with a time delay and received a bet slip confirmation ensuring my bet was placed and accepted and was even offered lower cash out options for the bet as the game progressed. Its ******** and ***** for play now to accept bets and when they dont turn out in their favor have the bet "refunded" Please help me recover the funds that were ****** out of my account. Everytime I try to speak with someone I am told I will be contacted and then i get an email and its from a no reply account.
  
  ******* ***** ****

  Business Response

  Date: 24/07/2023

  BCLC’s Sports Team has thoroughly
  reviewed this matter brought forward by our player and can provide the
  following details:
  
  Please note that errors may occasionally happen in PlayNow
  Sports Betting. These errors could include inaccuracies in event details,
  market or selection information, start times, market names, odds, spreads,
  totals, or index values. In this case, unfortunately
  due to a feed error, incorrect odds were offered for this Point Spread market. In case of such errors we may take
  the following actions:
  
  a) Settle or Resettle the
  bet on any affected selection with the corrected representative odds at
  the time the relevant bet was placed.
  
  b) Void an affected selection by
  reassigning odds of 1.00 and settling the rest of the bet (in the case of a
  parlay bet).
  
  c) Void the entire bet if
  necessary.
  
  BCLC retains the authority to make adjustments to Players'
  accounts during Resettlement, which is why this particular player might observe
  a "refund" reflected in their account history.
  
  In addition, we have provided the player details as to why
  the bet was resettled. 

  Customer Answer

  Date: 27/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I did nothing wrong and you offered the bet with a time delay and accepted the bet. I lost $800 before that bet and then $2000 right after chasing a loss that wasn't a loss. That was one of my biggest payouts ever and $1312 was ****** from my account before i went to sleep. How do u think that made me feel when i did absolutely nothing wrong. The bet slip was a contract between us win or lose both of us have to deal with the results. You paid out my winning bet then stole the winnings out of my account at a later time stating whatever insane reason you can come up with. How can ur company in good faith take bets that are accepted and then pay them out and take them back. How often is this done to working class people who think the system is fair. It should be illegal for your company to take bets and then not pay them out when they are winners. I will not let this go without a fight. I will take legal action if i have to plus I will publicly air my grievances about play now and show proof that your company "refunds" winning bets when they are not in your companies favor. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 04/08/2023

  I understand the player’s frustration here but there was a
  clear error in the odds offered by PlayNow and per our rules that we have
  already shared with the player, we have the ability to correct that mistake,
  even in cases after the bet has been settled – which was unfortunately the case
  here where the bet was resettled approximately 30 minutes after the initial
  settlement.
  
  Other facts in relation to the player’s bet:

  
  1. At the time the bet was
  placed, Hamilton was up by 10 points over ******** *****************************************************,
  with the odds for a -2.5 line clearly incorrect
  

  2. Based on the player
  significantly increasing his stake to place this wager it does appear the
  player did recognize the incorrect odds as well.

  
  

  Customer Answer

  Date: 05/08/2023

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

  I did nothing wrong. I lost $799 betting on the game before it started then once I knew that bet was going to lose I placed a live bet of $1500 which you offered with a live betting time delay which is 100% already in your favor, as if the odds change negatively for me the bet is still accepted. Your company is offering live bets that can't be won and that's a huge problem, don't u see a problem with that? I have a bet slip with a confirmation number that my bet was placed and accepted. It did not have to be accepted, let me make that very clear and it was and it was paid out and then the profits were then ****** from my account at a later time before I went to sleep. How do you think I slept that night knowing I did nothing wrong but my winning bet won't be paid for the betting companies incompetence. Why am I punished for your mistake? I'm consider myself a regular sports bettor who had accounts at multiple sportsbooks but I have never had this issue before where fund were ****** from my account balance. That was one of my biggest wins ever and you found a way to void it after paying it out. Totally unacceptable! I will make sure that if $1312 is not returned to my balance that I will inform every person I can about the dangers of playing on playnow. They offer bets that can't be won. Totally illegal and immoral. I will fight this until the day I die as I did nothing wrong and the next day I lost $2000 chasing the loss that wasn't a loss. 

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

  Business Response

  Date: 17/08/2023

  We apologize for the frustration the player has
  experienced, however we would like to re-iterate that the PlayNow agreement,
  which all players must agree to when signing up for a PlayNow account, has a
  clear stance on errors:
  
  10.0 BCLC Errors
  You acknowledge that a number of circumstances may
  occur where a BCLC error occurs, including where
  BCLC accepts a bet on a Game in error, award a prize
  in error, credits your Account in error or processes a
  withdrawal from your Account in error. Such errors may
  arise from computer malfunction or human error,
  including by a BCLC or Authorized Provider employee or
  contractor. BCLC reserves the right to take all steps
  it deems necessary to correct such errors. In the
  event BCLC pays money to you in error, you agree that you
  will hold such money in trust and return such money on
  demand to BCLC. You acknowledge and agree that
  when money paid to you in error is subsequently used
  for a wager, BCLC may cancel such wager and demand
  the return of any subsequent prize as also being held
  in trust for BCLC.
  
  Full document can be found here: *************************************************************************************
  
  
  Further to that, as mentioned in our previous response,
  our PlayNow Sports Betting Game Conditions also addresses this issue:
  
  22. Errors may occur in the offering of PlayNow Sports
  Betting from time to time. Such errors may
  include: listing incorrect Event, Market or Selection
  details such as competitors, home or away
  team, start time, Market name, Odds, spreads, totals
  or any index value; continuing to offer bets
  after the cut-off time established by BCLC; or
  otherwise offering bets at a stage where the Player
  could have an indication of the outcome. With respect
  to errors, and subject to bets that are void
  from the outset as described in Section 23 below, BCLC
  may:
  a) Settle or Resettle the bet on any affected
  Selection, corrected to representative Odds at the
  time at which the relevant bet was placed,
  b) void an affected Selection by reassigning Odds of
  1.00 and Settling the remainder of the bet (in
  the case of a parlay bet), or
  c) void the entire bet.
  Where BCLC discovers such error prior to the relevant
  Event(s) commencing, BCLC will make
  reasonable efforts to notify affected Players.
  Further, where possible, BCLC may give the option to
  affected Players to either void an affected Selection
  or allow the Selection to stand with revised
  Odds.
  
  Full document can be found here: **************************************************************************************************************
  
  These rules are industry standard and not limited to
  PlayNow.com. Money was not ****** from the player’s account. Their wager was
  made void within roughly 30 minutes of the initial settlement due to a clear
  error being discovered. When a wager is made void their stake value is
  returned, it was only the winnings that were adjusted, in accordance with our rules and
  regulations.
  
  
  The odds for a -2.5 line when Hamilton was up by 10
  points against ******** was a clear error. It was the player’s decision to
  wager on that line, but again, their wager was returned to their PlayNow
  account once the error was caught.

  Customer Answer

  Date: 18/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I did absolutely nothing wrong and your company is offering and accepting bets that cannot be won. How many bets a year are you guys "refunding". If I was offered wrong odds pay the bet out at the odds I was supposed to get if not I will see you in court. But first I will do everything in my power to let people know play now doesn't pay now. They are illegally offerering bets that cannot be won and then refunding them at their discretion. Unless you make all the bets you have refunded public it is the most shady thing I have ever seen. To offer a bet with a time delay and accept the bet and then offer low cash out amounts during the whole game and then paying the winning bet but then stealing the money from my account. Totally unacceptable!! I promise I will fight this with everything in my power. I will be making this public on TV/radio and the internet. Watch what 1 person or probably 1000's of ppl who get ripped off by your site can do. We should file a class action law suit and I will find everyone who has their winning bets refunded and we will fight your illegal practice of offering bets that can't win. And for "prakesh" to insinuate that I somehow knew i was receiving wrong odds in preposterous. How often are you offering incorrect odds if " *******" thinks I was just waiting to place a bet with odds in my favor. I have tried to place 1000's of bets which are not accepted because the odds have changed in my favor while the bet is being "accepted". This week alone i have lost $5,000 and intend to recover the $1312 ****** from my account if it's the last thing I do. Stop stealing money from hard working people. The fact that u are able to "refund" a bet that was offered and accepted is beyond ridiculous. All refunded bets should be public knowledge. But don't worry my lawyer and I will fight to make it public. 

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

• Initial Complaint

  Date:17/07/2023

  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.

  On July 12, ** Lottery Corporation sent me an email containing a "promotion" specifying that if I bet a minimum of $1 each on 12 games, they would deposit $30 in tokens to my account.I did so and it appeared that the funds were in my account and available. However, digging deeper, I found that the $30 and the winnings on the bets were "held" until I met a "wagering requirement" of $900.The wagering requirement was not mentioned in the promotion description but rather buried in FAQs and the terms and conditions. I would never have pursued this promotion had I known it required me to bet almost $1,000.* **** **** ********** * ********** ******** ******** *** *** **** ****** ** ******* ******* ******** ** *********** ************

  Business Response

  Date: 24/07/2023

  Thank you for reaching out to us with your concerns. Wagering requirements on tokens are common practice in the online gaming industry, the requirements you mentioned were listed in the promotional details and under our FAQ section on Playnow.com and the promotions page  **********************************************************************

  We are sorry that you may have overlooked them. We understand that wagering requirements and subsequent held funds can be confusing so we do have a web page dedicated to breaking down how they work. We would like to encourage you to read through it and please let us know if you still have questions *********************************************************************************************************************

  A couple items to note that we have pulled from the above link:

  1. A wagering requirement is a condition applied to a promotion that affects how a player is able to spend their WINNINGS generated by the token. You are not required to wager your personal deposits of $900. 

  2. If a player has not met a wagering requirement after the total value of the token has been spent and their held funds balance is $0 the wagering requirement will be automatically removed from their account.

  Playnow.com cares about our players and is committed to Player Health.  The feedback which you have provided is a valuable part of us understanding the product experience through a player lenses.

• Initial Complaint

  Date:04/07/2023

  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.

  To play a scratch ticket it is not requirement for you to supply so much documentation and proof of residency to collect your prize so at the bottom of the scratch ticket where it tells you to go play online with a code it does not warn you that this is going to be a requirement or you're out of luck. So if you rent a room and don't have a **** in your name or if you just moved and don't have a **** in your name that matches your new address on your ID by the time you get everything in order your ticket has expired and it was a loss of money but they get to keep it which I think is just ridiculous it's ***** advertising and it's a Money grab. I have one piece of government ID that says my address I have other government IDs that backup my identity so why is it such a requirement to know exactly where I live to collect those prize if I only have one piece of ID with it not everybody has a living situation that supplies bills with their name on it and if this is a requirement to be able to play and collect winnings it should be for warned so the person has the decision to not pay money for something that they cannot use. And when you have people like suing ********** because their coffee was too hot and it wasn't warned on their product before it was purchased I'm guessing that ** * **** *** **** ** ***** **** * **** ****** ** ******** ***** ******* *** *** ****** *********** ***** ** * **** ****** ******** **** * **** ******* **** ** **** * ******* ****** ** ***** ** ** * *** ** **** ********* As it clearly states it says government issue may be required not is a requirement along with your billing address so we know exactly where you live to make sure that you can play to get this prize

  Business Response

  Date: 05/07/2023

  Thank you for reaching out. It appears from your screen shots that you were playing $5 88 Fortunes scratch and win. This game has a main playing area for cash prizes, which are redeemable at authorized **** ******* *********. The two bonus sections do not offer cash prizes, they are redeemable for free play credits. This is specified on the front and back of the ticket.

  The Casinos BC bonus section offers a chance to win FREE PLAY CREDITS to use at any Casinos BC locations, Chances, or Community Gaming location. You must be, or sign up to be, an Encore Rewards member to redeem these credits.

  
  The Playnow.com bonus section offers a chance to win FREE PLAY CREDITS for our online website. You will have to login or create an account to redeem them, this is also specified on the ticket. You are correct that the back of the ticket does not have all the details on how to sign up for Playnow, however there is a *** that directs players to find more details: *********************************************************************************** . I would like to direct you to point #1 in the terms and conditions for the Playnow.com bonus code, which is included in the *** listed above and on the ticket:

               1. PlayNow.com is open to residents located in British Columbia, who are 19 or over who have not self-excluded from PlayNow.com. 

  It is for this reason that specifically that we confirm your ID and proof of your current address to open a Playnow.com account.

  Your ticket doesnt expire until September 3, 2023 so you still have ample time to get an account set up if you choose. Please keep in mind that the Playnow and Casino sections of this ticket are simply BONUS sections for free play credits, you will not receive the cash equivalent. We have other $5 tickets with similar game play and similar cash prizes available without bonus sections.You may prefer to choose those in the future should you wish to continue playing our scratch and win games. Please keep in mind that even large cash prizes will require ID to claim, this is not limited to Playnow.com. 

• Initial Complaint

  Date:28/06/2023

  Type:Billing 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 recently placed a 4 leg parlay sports bet which included a tennis match and 3 subsequent *** fights. The tennis match ended in retirement and as the rules online state this should of made the tennis leg of the parlay void however it has been settled as a loss despite numerous attempts to speak with a representative who I can exchange emails with and discuss why it was settled as a loss instead of a void. I keep receiving generic emails with different reasons why the bet was settled this way however I am unable to send a reply email as all the emails originate from a no reply email address. I have made numerous attempts now to have this issue rectified with no resolution. The rules clearly states "** **** ** ********** ** ******** ** *** ******* *** ********* **** *** ********** ***** ********** ** ******* *** ******* *** ******* **** **********"

  Business Response

  Date: 13/07/2023

  A member of our leadership team has reached out to you directly via email to resolve this issue and explain the confusion. The email can be replied to despite coming from a no-reply email address

  Customer Answer

  Date: 14/07/2023

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

  * **** **** **** ******* **** ***** ** **** *******. I lost $1600 today and when I finally won a bet it was settled and paid out and then later "refunded" and $1312 was taken from my balance. 

  Please help me they have stolen this money from my account.

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

  Business Response

  Date: 18/07/2023

  It appears that the rejection is a new and separate concern that the complainant has brought up in the BBB's complaint #********. Rather than addressing the issue twice we would like to address it in the new complaint if possible. 
  
  
  For the original complaint regarding the tennis match, we did reach out to the player directly via email. As indicated previously, despite having a no-reply email address we do receive replies and can/will correspond with players through that avenue.
  
  The player's bet did settle correctly. ****** retired on 1-0 (7-5,2-0). According to related condition **** "In case of retirement and walk over of any player, all undecided bets are considered void. Exception for match winner Market, in the event of a match taking place and not being completed (retirement) then the player progressing to the next round or is awarded the victory will and result as the winner",  Sinner awarded as the winner, as he proceeded to the next round.
  
  While the player copied part of rules and regulations in their complaint to the BBB, they omitted the piece that related to their bet. Please see section **** of the betting conditions: ****************************************************************************************************************************************
  
  We recognize that when speaking with the player initially our team reversed the names of the opponents in the tennis match causing some confusion, as a gesture of goodwill we issued a token of $50, equal to the player's wager. 

  Customer Answer

  Date: 18/07/2023

  
  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.
  

  I accept that since this matter is insignificant compared to the $1312 stolen from my account balance I will accept this resolution in reference to the tennis match.

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

• Initial Complaint

  Date:07/06/2023

  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.

  I have been a playnow client for years. Once in a while I will win something but the last few weeks they took my money and there was no return at all. It constantly made me sign back in saying couldn't confirm I was in the province. Every time this happened I hito start over and would lose everything. I think this is designed to do that. How on earth can I suddenly be in another province 15 minutes later. It only does this if I am winning something. I am going to consult a lawyer to look into this. You should not have to constantly confirm your province the start everything over. I feel they have taken all my money but no consideration or return. It has caused constant stress and hardships. I understand gambling is a risk but should not be designed to only take but never give back.

  Business Response

  Date: 12/06/2023

  It has been almost two years since Playnow Support has last heard from you so a member of our team has reached out directly via email to offer some troubleshooting. 

  I also want to say I see that you mentioned that "it has caused constant hardships", BCLC cares about our players and is committed to Player Health.  Our Game Sense Advisors are here to support players who may be spending more time and/or money that they would like to be or if their experience with their play is no longer fun.  If any person  would like to talk about the experience they are having with their play, would like information about tools available for setting limits when gambling, or would like to discuss taking a break from play,  our Game Sense Advisors are available virtually from 7am-12am 7 days a week and can be reached by phone 1-866-815-0222 and selecting option 3, or through livechat on Playnow.com, Gamesense.com or the BCLC.com websites.

• Initial Complaint

  Date:29/05/2023

  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 am a heavy player at **** casino for the past few years and they all know me well there.
  In October 2022 I was on a massive winning spree until one day they suddenly refused to serve me and asked me to leave the premises. They said that I was not allowed to enter as **** wanted to interview me and ask some questions.
  The following few weeks were confusing. I followed up multiple times with **** to confirm what was happening but they either didn’t know what was happening or said someone would call me back and no one would.
  Finally in November I was sent a letter stating that I had been barred from all bc casinos for 5 years due to previous *** violations and other information. This action resulted in me missing out on a number of exclusive draws to which I had a large amount of ballots and could have genuinely won thousands of dollars as my odds were very high.
  They told me I could go through the reconsideration process to ask for further clarification. Turns out they are barring me for violations to my self exclusions which were in 2010 - and which they already prohibited me for 1 year in 2013.
  Also there were some bad reviews and allegations for my business online in 2018 which were never proven nor any charges or anything like that, so they used that as a reason as well but they already interviewed me in 2019 regarding that and there were no issues since.
  I have since provided them with my new business documentation, my clean criminal record check amidst other proof that this barring is not at all warranted, however it’s been almost 2 months since submission and still no response. It’s been 8 months now I’ve been barred with no real reason for it.
  They had no issue with me being in the casinos until I started winning. That’s when they started dragging up issues from 13 and 5 years ago, which has a ready been addressed and resolved.

  Business Response

  Date: 29/05/2023

  The specific details of the patron's barring will be outlined in the paperwork that they were served at the casino, it would be best for them to consult the paperwork for specific reasons. 

  They are correct that the customer support staff who took the initial call did not have information on the barring, that information is held by a separate team and not accessible to front line staff. Our support staff escalated the request to that team for details and the patron was contacted back. 

  All barring disputes must be completed in writing and emailed to ************************ where our dispute panel will review on a case by case basis. This is also outlined in the barring paperwork that was provided to the patron. We cannot resolve barring disputes through the BBB. 

  Customer Answer

  Date: 29/05/2023

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

  1.) They stated that I was provided paperwork about my barring at the casino, this is inaccurate. They did not provide me any paperwork, nor any reason for the barring at multiple casino sites. This is why I called **** to try and figure it out.  The Slots director at **** informed me that **** had said that they wanted to interview me and that someone would be in touch. No one called me to interview me or ask any questions, I was simply served a 5 year barring letter on November 18th after I sent inquiries through various means including phone and email. No one called me with any questions or asked to clarify any information. Assumptions and allegations of fraud were made with no proof against a person who has no criminal record. If there was any truth to those rumors then charges would have been placed or atleast a civil suit would have been filed, but none happened as those allegations were baseless from disgruntled clients. 

  2.) I understand that I need to correspond with the reconsideration team and go through the process but the timeframe has been absolutely unacceptable. I sent my original reconsideration request on November 18th. They said I had 30 days to send a response and I made sure to respond within that timeframe. I then followed up on December 21st, and then January 21st, and then Feb 15th and received no updated. I also requested the dates of my self exculsions, barrings and violations so that I could understand how this was relevant in 2023. I finally received a letter on Feb 24th which basically said the same reasons for being barred, along with a new reason being the customer complaints of alleged fraud in my old business. On the 13th of March I sent another follow up email requesting the violation dates and information so that I could put together my response to their letter, but no response. Followed up again on the 19th of March. They finally sent me the information that I requested in January, on March 20th. Again they put a timelimit of 30 days for me to respond which I respected and on April 11th I sent them all the pertinent information, namely, my business licenses showing that I was no longer affiliated with that business, nor was I in the same industry since 2019. I also sent them a clean criminal record check seeing as they alleged fraudulent behavior.

  It has now been 7 weeks since I've sent that information and I am yet to hear anything from them. They place a timelimit of 30 days on us, to respond however they have taken months upon months just to respond to one request for information, or to get back to me after I've submitted my response. It is unacceptable that this process has now taken 7 months to resolve when a simple conversation, or interview as had been initially alluded, had occured.

  I have been extremely patient and respectful during this entire process but their unfair and untrue allegations from incidents in 2018 despite already interviewing me and clearing me in 2019, and their sudden barring for self exclusion violations that occured 13 years ago (in 2010) makes absolutely no sense and the only conclusion can be this is draconian actions against a player who was on a winning spree. Why didn't these issues surface when i was losing money for the past decade? Why suddenly when I was winning a lot of money did resolved issues from 2010 and 2018 matter?

  I have even offered to meet with them in person or over the phone to provide my defense but they do not seem interested in doing what's right and rectifying the matter.

  I do not accept this response. 

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

  Business Response

  Date: 02/06/2023

  Apologies for stating the patron was
  given paperwork at the casino. As they themselves confirmed in their rebuttal,
  they were issued paperwork directly from BCLC.

  
  We will not be commenting on the reasons for their barring
  for privacy reasons, they are welcome to share a copy of the paperwork with the
  BBB if they so choose. Their paperwork will have the reasons for their current barring,
  and possibly additional reasons for past barrings, if applicable.

  
  **** does not bar patrons for winning jackpots. The patron’s
  current barring is separate from any possible voluntary self-exclusions (***’s)
  that they mentioned in their dispute. If the patron did *** in the past, then
  they may wish to consult the agreement form that they would have signed at the
  time. This will contain the terms and conditions of their self-exclusion,
  including jackpot eligibility and access to sites. Failure to comply with a ***
  is in violation of section 97(2)(d) of the Gaming Control Act and those found
  in violation may be liable to a penalty or fine under section 98(3) of the Act. ************************************************************************ 

  
  The current barring in this BBB dispute was made in
  accordance with section 92 (b) of the Gaming Control Act and by guidance from
  the ********* ************ *** ******* ******** ****** ** ****** ********* *******************************************
  
  

  
  The patron is correct that we ask for 30 days for them to
  present their reconsideration request. As the request itself along with any supporting
  documents need to be evaluated, we cannot accept them in person as an
  open discussion and we do not place a time limit on concluding our review/investigation.
  All reconsiderations are “de novo” and the Reconsideration Panel can remove,
  decrease, or increase the length of the barring depending on the conclusions
  drawn from the review. As the patron mentioned in their rebuttal, we have provided them with responses repeatedly, yet they continue to submit new requests for
  reconsideration or for additional information. T

• Initial Complaint

  Date:29/05/2023

  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.

  Date was May 25/2023- game stopped during a bonus play. The gsme was called the wild life. I have had this problem a month ago but was able to get back in bonus after numerous times. This time they just shut the game off they can see what I had on there. It was a triple wild in the bonus which obviously pays out well..I am sure when they tell a vendor immediately to shut a game off before I am finished trying their troubleshooting they know I would Loose what was in there all I want is for them to go back into the game and give me what was shown that I was entitled to plus something for 4 spins that I missed out on. $25 isnt going to cut it.

  Business Response

  Date: 30/05/2023

  At the time of your inquiry to the BBB an escalation to the game's vendor was still open. The investigation has been completed as of this morning and a Team Leader from our support centre will bein contact via phone or email in the coming days. 

  We thank you for your patience in the matter. 

  Customer Answer

  Date: 30/05/2023

   
  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:18/05/2023

  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 have been a been a player on playnow.com for a number of years now. At first it was good. I would even win a few bucks. It it gradually got worse and worse. The site would crash constantly. You would be in the middle of a spin and it just kicks you out saying unexpected error. This is after you went 15 spins without winning anything. This became to normal for this site. I have phoned in hundreds of times been through all their trouble shooting steps. Sent them 100s of screenshots of my issues and they say it has been sent to investigation team to be dealt with. Or support would say you have open games. Well of course there is open games because it glitched out in the middle of play and logged me out. They have sent emails saying they are working on it numerous time but nothing has been resolved. I feel this site is rigged. And take advantage of people that are try to enjoy themselves playing some slots. I understand this is gambling but the site isn’t running properly and the chances of winning anything are definitely against you. Your playing good money towards a site that isn’t working. This is a government run site. I asked for some kind of a good faith token for the multiple hours I have spent on the phone with support and they say we can’t do that. It finally got to the point where I got a temper with them and they blocked me. This site uses people and takes advantage of peoples hard earned money and something needs done about it. I know I’m
  Not the only person this happens to because my girlfriend has all the same issues. And reading the reviews on here so do thousands of other people. And to block me after spending over 180k on here is not right. I feel they did it because I was trying phoning in so much and they didn’t have answers for the issue and were finally out of excuses for me. I shouldn’t be reimbursed a good portion of my money for this. It’s a site that takes your money then dumps you on your head. I personally think it is **********.

  Business Response

  Date: 26/05/2023

  This player advised that they would like contact from the business, we have attempted to reach them via phone several times over the past few days and have not been able to reach them. A voicemail was left with a case number for reference. 

  
  We acknowledge that the player had 23 previous cases logged with our support team over the years relating to technical difficulties. All issues were escalated and resolved, compensation provided where needed. The player has not lost any funds due to technically issues and further compensation or reimbursement will not be provided at this time. The player's issue appears to be related to their network/ poor internet connections stemming from living in a known rural area. Our minimum system requirements are listed on our website.  

  
  We would be happy to assist with further troubleshooting once the player's ban has been lifted. They are currently locked out of Playnow for 6 months due to repeated abusive behavior used towards several members of our staff. 

  Customer Answer

  Date: 27/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it seems like hundreds if not thousands of players are having issues. And they say it is because I live rual. That is the worst comment I’ve ever heard. My Shaw internet is no different then down town Vancouver. And for you to even say that blows my mind because I been on the phone for hours multiple times with playnow and my connection was verified to be no problem. My device was up to date my browser was up to date. And I never once said that I was out money because of this. My problem was that your site has a problem of glitching out in the middle of play. And you logging me and hundreds of others people out at random times. Probably not just by fluke but usually when you start winning a few bucks. And it’s seems out of them 6 sites I play quite regularly playnow is the only one I have these issues with. I just feel that I paid full prices for a half ass site that could care less that they sell a product that has a major flaw. They know they have issues and don’t have answers for they unexplained issues.  You can only tell players to clear there cash and cookies so many times before they start figuring out it’s not right, Yes they ban me now because they put you to he point that you get frustrated with them telling you they are working on it  and no they did not try to contact me because my phone doesn’t leave my pocket.  And kinda suspicious they everyone that you have ever replied to on here playnow says the same thing. I truly feel that I should get some kind of compensation for playing a site that don’t work properly and being to multiple times from support that I would be getting something in the end of all this from a higher up because they wouldn’t be able to give a proper adjustment. This site seriously needs to be looked into and these hard working people deserve something back., me and my Girlfriend can be playing right besides each other and one of us is having a issue at any giving time. They call this a unspecified error. Or unknown issue. I can’t remember them all but playnow could probably tell you what are from the hundreds of screenshots they asked me to send them of these issues to the point they told me not to send anymore.  Kinda funny how their issues that that turned into my issues frustrated them. These issues are so bad I could sit here and type for hours but to make a long store short your more less taking the fun outta gambling and taking advantage of people that just wanna play a fair game.  And the crazy part is then you feel people are being problematic when they get up set.  I’ve spent well over hundred and fifty thousand on this site hoping it would get better and in the end I feel they dumped me on my head. Something needs to become of this.  Im sure it has happened to enough of us now.  I feel they way the site runs players should  be given some kind of a refund of there money till they figure out what these unexpected errors are. And play enough sites and win double the money with out any issues what so ever that I feel I’m not the one with the issues playnow It is you.. And maybe trying calling again because I’m guessing your call must have been dropped half way through when you were trying. ?????

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

  Business Response

  Date: 01/06/2023

  Going back
  to the player’s original response, they advised that they would win a few bucks
  and then “it got worse” ie going 15 spins without a win and that this became
  “normal for the site.” They also stated that they feel the site is
  rigged.  Because we are a Crown corporation, we operate under and are
  monitored by the ****** ****** *** *********** ****** (****) and must adhere to
  the Technical Gaming Standards for Internet Gaming Systems (TGS5) document.

  Just to
  give you a bit of background information, Section 4.1.1 of TGS5 refers to
  technical integrity standards that **** meets with all software related to
  PlayNow.com. To ensure integrity, **** receives certification from a third
  party testing company for gaming software that may determine the outcome of
  play for both slot and table games. **** 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
  Ministry of Finance.
  
  The outcome
  of spins for PlayNow slot 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 ****’s quality assurance testing, and all our games
  are certified by an independent laboratory.
  
  The chances
  of winning can change depending on the game you choose, the amount of the wager
  you place, and how many lines you decide to play.  Some games pay smaller
  prizes more often and have more bonus games, while others may pay out more in
  the middle and top prize categories.  We include the Return to Player
  information on all of our slot games, etc. and the percent payout is
  theoretical.  It really comes down to the fact that after thousands or
  millions of games you play, the laws of probability allow some players to win,
  some to lose and others to walk away even.
  
  The player
  stated nothing was done when they brought up issues. As mentioned in our
  response all 23 issues were looked in to and resolved and determined to be
  related to the player’s internet connection, our site was operational. They are
  not out funds or winnings. We will not be providing a good faith token/billing
  adjustment for time spent troubleshooting as the issue was on the player’s end.
  
  While we
  can appreciate that they have chosen Shaw as their internet service provider,
  please keep in mind that properties in rural locations tend to be more spread
  out than in densely populated cities and towns like Vancouver. This means that
  there is often a greater distance from street cabinets and exchanges. The data
  must travel further to reach its destination, which causes increased latency
  and slower speeds for the end user. 
  
  Broadband
  speeds are on average 33% slower than in urban areas, and rural internet users
  are 3x as likely to have internet that doesn’t meet the minimum connection
  speed (10Mbps). Using a wired connection over Wi-Fi can often help.

  
  Our site
  has minimum requirements, including internet speeds, and not meeting them will cause issues during game
  play, despite the site being fully operational. This is not Playnow actively
  logging people out at random or those who are about to win. When it comes to
  gambling, persistence doesn’t pay off. All games are based on random outcomes.
  Each time you place a bet, the result is completely independent of the previous
  ones. Losing 10 times in a row doesn’t make it more likely that you’ll win on
  the 11th try.
  
  We cannot
  speak to the other 5 sites that  this player mentioned in their rejection. Their games may
  have different minimum requirements. If anyone else in the player’s household
  is having issues with Playnow, it is likely due to the same internet
  connectivity, as they are both in the same location, likely using the
  same internet service provider. We would be happy to speak with them directly
  and troubleshoot their issues. We will also be happy to further troubleshoot
  with the player in November when their ban is lifted.
  
  We made
  attempts to contact the player on May 24 at 1:54pm (no answer), May 25 at
  3:16pm (voicemail was left), and May 31 at 6:41pm (voicemail was left). No
  calls were dropped. We have not heard back from the player. As they cannot
  troubleshoot their account until their ban is lifted, we will not continue to
  attempt to contact the player at this time.
  
  
  Please note
  that their ban was put in place not because they were “problematic” or because
  we were “frustrated” with them but because of repeated abusive language and
  name calling that was targeted directly at our staff.

  
  

  Customer Answer

  Date: 11/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    They have a excuses for all the problems. It is just strange how everyone that has ask BBB for help all have similar issues. This site needs to be seriously looked into and shut down. And people should be refunded the money. The are taking advantage of people. Yes they left me a voice mail and what is the point of returning a call to scammer. Nothing will become of this. It’s like putting lipstick on a pig. Pointless. 
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:17/05/2023

  Type:Customer Service 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 was at the **** **** ****** today (May 16,2023) when I was approached by security at approximately 3pm demanding that I leave immediately, stating that I was barres. This took me by surprise as I am a frequent flyer at the **** **** ****** and have been spending the majority of the last 3 weeks consecutive morning hours at the casino before going to work. I've never had any major concerns at the casino, other than not having my ID on me on a few occasions and was refused entry at the time. So I asked the security where this was stemming from as I honestly can't say that I've done anything that would warrant me to be barred from the casino. He was extremely rude to me, giving me no reason as to why , it was extremely embarrassing to say the least. So I was escorted out to the main entrance waiting for the supervisor to come and let me know what was going on, when he arrived he just handed me papers stating that I've been prohibited for 5 years and told me that I was trespassing so I'd better be on my way before the police were called. After reading the paper's and their reasoning for the 5 year Barr it's just completely out of line. It says because I was Involved in a robbery in July 2022 ** *** ******* **** * ******* *** *** ***** ***** *** ****** ** **** ******* *** * **** ***** *** **** **** ********* *** ** ** **** *** ****** ** ****** ** ** *** *** **** ********** * **** **** **** *** **** ******* ** ***** ****** *** *** ** ******* ** ********** *************** * ** **** **** ****** *** **** *** ** ******** ** **** ********** **** ******* ********* * ***** ****** ** ******* **** ** **** **** **** *** * **** ****** ** *** *** **** **** **** ** ******** ** ** ******* ******* *** *** *** **** **** ******* ** **** *** ** **********

  Customer Answer

  Date: 19/05/2023

  For the resolution to my complaint I'd like an explanation of the charges please .

  I'd also like this to be posted on the BBB website under **** reviews.

  Business Response

  Date: 23/05/2023

  As laid out in the the prohibition letter that the player attached to their complaint, all disputes must be filed directly with the Reconsideration Panel, in writing, using the email address provided. 

  The authority to prohibit players from entering Casinos is laid out in section 92.1.b. of the provincial Gaming Control Act. The casino followed process by presenting the player with paper work and asking them to leave the premises.

  The act can be found on the BC Government's website here: **********************************************************************************

  Customer Answer

  Date: 24/05/2023

  
  
  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,
  
  
  
  ******** ********