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:25/04/2023

  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.

  Games keep kicking you out and not starting at the same point. Whether it be animation or not. Location is accurate, wifi works, internet works and so forth. If im paying for simple animation the i should be put back at that animation because im paying for it. So when i get kicked or rebooted its not my problem. I didn't go from ** to ***** in 2 seconds. **** can fix their glitches or refund as seen fit. I shouldn't have to lose money, progress, entertaiment at their favour. I didn't do anything but play the games. After contacting customer chat and having or trying to explain myself after a few messages **** customer service or ******************** it self closed it. I feel i'm fair in saying if im paying for animation only as the representative stated I believe. Then I should be put back at that same state or give me my money back where I started when i first started playing the game. For **** to state that nothing changes and all are odds are the same is here say. If odds don't change then put me back with the same animation or put me back at the begining with the same funds, because the odds don't change as **** states. This has been going on since I started playing on ****. I like the site, however I feel I should not have to lose or pay for there glitches. If a customer pays for animation then provide it. If animation has to restart well sorry I paid for it so it's not my problem I'ts ****'s problem. Fix them or pay back your customers who pay for your site to keep runing. If I lose I lose, that's fine. If I keep getting kicked out of games because of technical, location and other issues it's on ****. I don't have the means to control that. It happens pretty often on regular games I play. Wonder if that's a coincidence. **** should be trusthworthy, legitimate and responsible for the lack of probimaltic occurances the customer should not have to pay for both animation or site glitches. The site it self has to have some responsibilty. As a customer I like playing. I

  Business Response

  Date: 01/05/2023

  One of our Playnow Support representatives has reached out to the player directly via email to provide some troubleshooting steps. We would be happy to escalate their issue internally if needed, but will need further details which were outlined in our email. 

  We have several games with animations, technical issues can interrupt these animations causing them to restart. It is important to note that the animation does not indicate a growing jackpot. eSlot machine outcomes are determined by a random number generator, and you have the same odds of winning with every spin, regardless of where you are in the animation or if the animation is functioning. eSlot machines have the same odds of winning with every spin regardless of the animation or how long someone plays.

  When making a wager, you are wagering on a spin, there are not additional costs for games with animations. While we understand that this can be frustrating, most animation issues are related to a technical problem that can be fixed with basic troubleshootingand ensuring that your device is up to date. 

  The player's ****** have played out and paid out correctly, we don't see any games that require a credit at this time. 

   

   

   

• Initial Complaint

  Date:17/04/2023

  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.

  ******** ******** CASINO..THEY CONTINUE TO BREAK ALL THE RULES YET KICK PEOPLE OUT FOR NO REASON..THEY TAKE YOUR MONEY AND MANUIPLATE PLAYERS..THEY ONLY CARE ABOUT THE HIGH ROLLERS OR PROBLEM GAMBLERS TO STAY..THEY HAVE MANY REGUALTIONS THAT THEY DO NOT COMPLY WITH..I HAVE ASKED THEM NUMEROUS TIMES ON THE REASON I WAS KICKED OUT..THE ****** MANAGERS ALL LIE AND MAKE STORIES..THE NEW COMPUTER GAMES GO DOWN FOR SOME UNKNOWN REASON ..IM TELLING YOU THE PUBLIC THAT CASINOS DO NOT CARE ABOUT ANYTHING BUT TREATING PEOPLE WITH NO RESPECT..THEIR INVESTIGATIONS ARE NEVER CONDUCTED IN A FAIR MANNER...ID LIKE TO TELL MY STORY TO SOMEONE THAT REALLY LOOK INTO MY MATTER...ITS CORRUPT IN THE WAY THEY RUN THE BUSINESS..EVERYTHING FALLS ON DEAF EARS...THE SECURITY ARE *******.

  Customer Answer

  Date: 17/04/2023

  NO FURTHER CONTACT DID NOT RESOLVE IN FAIR MANNER..ITS JUST SAME OLD REASON...JUST A CORRUPT UNFAIR BUSINESS...ALL OF THE SECURITY IN ******** ******** ALSO VERY UNFAIR...THEY ALL ACT AS IF ITS A COMMUNIST ORGANIZATION WITH UNFAIR RESOLUTIONS..YET THEY BREAK ALL THE RULES.

  Business Response

  Date: 21/04/2023

  Gambling in B.C. is governed by the provincial Gaming Control Act. **** and casinos in ** must comply with all aspects of the Gaming Control Act, the Proceeds of Crime (Money Laundering) & Terrorist Financing Act, as well as the Criminal Code of Canada. **** undergoes frequent regulatory examinations and audits by the **** (Gaming Policy Enforcement Branch) and ******* (Financial Transactions & *********************** of ******). Our compliance program is audited by an accredited and nationally recognized accounting firm at least once every two years.
  
  This player has been advised of the reasons for their past barrings, in person, by mail, and over the phone with our Casino security staff. Site barrings are enforceable and issued at the discretion of individual sites. Our Casino Security Investigators attempted to reach this player repeatedly on April 11 and 19, 2023 to discuss their current situation. There was no answer and no option to leave a voicemail.

  
  Surveillance footage at several sites has been repeatedly reviewed when this player made complaints about game play/outcomes.

  
  Our Game Sense Advisors who specialize in responsible gambling/ problem gambling have also reached out to have a conversion but the assistance was refused. 

  Customer Answer

  Date: 24/04/2023

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

  Customer Answer

  Date: 24/04/2023

  WHEN YOU ARE OFFERED TO PLACE A BET AND THE THEY DO NOT PAY YOU 7 ****S I THINK ITS UNFAIR TO OPERATE..THEY RIPPED ME OFF SEVERAL ****S..SO I MADE ACOMPLAINT AND KICKED ME OFF..I WAS ABUSIVE TO STAFF SAYING YOU PEOLE ARE UNFAIR DO NOT RESPOMD FAIRLY OR DO ANYTHING ABOUT UN FAIR PRACTICES...THEIR EXCUSE WAS IT WAS A SYSTEM ERROR ALL THE **** AND SORRY FOR THE EXPEREINCE..NO WHEN YOU LOSE THEY TAKE YOUR MONEY AND I HAVE NO RECOURSE IN ASKING FOR MY BETS BACK..ITS A TWO WAY STREET ..I LET THIS GO SEVERAL ****S AND GAVE THEN BENEFIT OF DOUBT...YOU CAN NOT OPERATE IF NO TRUST IN THE ******

  Business Response

  Date: 26/04/2023

  When a wager dispute is made by a player at a casino the outcomes are reviewed and rectified, if necessary, on site. **** can also escalate these concerns for a full review if a player reaches out to us directly. This players concerns with game outcomes have been reviewed on multiple occasions over the years, these concerns have repeatedly shown to be unsubstantiated. **** and casino staff will continue to review game outcomes that this, or any other player, brings forward in a dispute. 

  The player has not contacted **** directly to dispute any ****** at ******** Casino in ********* The only records we have on file are complaints that they are unhappy with the site in general, our call notes indicate that they refused to provide us with further details on an issue that occurred sometime in September 2022. There was also a more recent request for information on their barring from this site, they subsequently declined our callbacks. Given that there are no details (dates, times, games, ******, etc) in the BBB complaint and no details provided to **** we are not able to assist them further at this time.

  The sole act of raising a concern for the outcome of a game did not result in the player being asked to leave the site. 

  Customer Answer

  Date: 26/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: MY complaint with them is another issue ******** ********..they say they asked me to produce identification which they did not..they continue to make up stories..my wager complaint is with play now..they never paid me winning bets several times..no they have not tried to call me at all they sent an email saying its sorry for the experience..**** has no integrity in resolving it cause they own the business. just reach other complaints...they are not paying people and say its a system error..you need to have a meeting im willing to come in person..they are hiding behind their big mistakes...as for ******** thats another matter..
  
  Sincerely,
  
  *********************

  Business Response

  Date: 27/04/2023

  Playnow.com has not recently asked the player for **. If the ** statement is regarding the ******** Casino complaint,we are not sure when this occurred or what the relevance is. ** Casinos can ask for photo ** at any time to verify age or to ensure that patrons who have voluntarily self-excluded or been barred do not enter.

  
  Regarding the players new complaint, I can see that they chatted in to Playnow Support after hours and received an emailed auto-response advising them that we missed their chat and to try again later. This was not Playnow ignoring the players concerns, as no agents were available to speak to them at the time. Most of our communication with this player has been through live chat and email. We typically do not respond by phone unless the initial contact by a player was a phone call. Live chats that required and investigation and follow-up are typically responded to by email unless otherwise requested by a player.

  
  This player has experienced issues with our Live Casino platform on Playnow.com in the past. All ****** were reviewed. When the player experienced technical difficulties, winnings were manually placed in their account or ****** were refunded when the game did not register. This is in accordance with our Playnow agreement that all players must agree to prior to opening an account with us. Live Casino does have higher minimum device requirements (operating system, browser, etc.) than Playnow itself which can result in players experiencing issues. These requirements are listed on our website.

  
  The player has been banned from Playnow since February 2023. in accordance with section **** of the Playnow Player Agreement. There are no further ****** to review and no troubleshooting to take at this time. We will not be taking an in-person meeting with this player.

  Customer Answer

  Date: 27/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:THIS IS RIDICULOUS..YOU AS BBB NEED TO DIG DEEPER SORRY...IF THATS ALL YOU CAN DO SO BE IT IT IS FALLING ON DEAF EARS...THE PLAYNOW HAS NEVER RESOLVED ANYTHING IN A FAIR MANNER ..SO THEY ARE SAYING IF ITS AN ERROR SORRY WE DONT PAY YOU BUT IF YOU LOSE WE TAKE YOUR MONEY..THIS IS A GAMBLING SITE THATS BEING OFFERED..IM MY VIEW THATS IS SIMPLY TAKING OUR MONEY WHENEVER IT HAS SYSTEM ERRORS AND WHY DID IT OCCUR SO MANY ****S AND JUST HAPPENED TO BE THE WINNING HANDS...IF I KNEW THAT GOING IN THERE IS NO WAY IM RISKING MONEY IN AN UNSAFE SITE ..PURE MANIPULATION ASK OTHER PLAYERS.     THE IDENTIFICATION IS ASKED ALL THE **** IM OK WITH THAT..AT ******** ******** THEY ARE SAYING THEY ASKED ME FOR IDENTIFICATION I REFUSED SO THEY KICK ME OUT FOR BAD NBEHAVIOUR..OF COURSE IM GOING TO BE MAD WHEN THEY KICK YOU OUT IN THRE MIDDLE OF A GAME AND NEVER ONCE ASK FOR IDENTIFICATION AND YET THEY CALLED ME BY MY NAME..THEY LIED AND NEVER DID ASK..YOU UNDERSTAND NOW...YOU NEED TO ASK THEM AND SEE HOW HONEST THEY WILL BE..IM 100 PER CENT SURE I DID NOTHING..
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/04/2023

  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.

  April 8, 2023
  16:08 CST
  Half way through a bonus on 100x Ra and the game malfunctions.
  I close the game. I click back in and it continues the bonus but to me it seems ********** coming from a crown company that is taking people's money.
  It's not my phone or browser's problem, I have recently upgraded my phone and updated all the apps before playing. Not my connection either as from the recording shows I have a stable 6G wifi connection.
  I have a prior complaint but can't do anything about it because I didn't know I was supposed to record everytime I play games on this website.
  This happened before while playing tablet of amun ra. Mid bonus it freezes and doesn't register the batch of woman in glasses and carries on with the spin with no win. I didn't think of recording at that time, but I've got it recorded it on this 100x Ra game.
  I enjoy playing these games but it's all getting more ***** as time goes on.

  Business Response

  Date: 14/04/2023

  One of our Playnow Support representatives has reached out to the player directly to provide some troubleshooting steps.

  We also escalated the player's concerns to our internal application support team, as well as the game's vendor. 

• Initial Complaint

  Date:06/04/2023

  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.

  Over 1 year ago I had my friend pay me back 4 thousand for money lent to him, but I asked him to just use the payee deposit option on playnow.com and deposit into my account. So he did just that. They locked my account and haven't gave me my 4k back or even reached ourt to me regarding this. I even had my friend speak and giveve out his personal info to them to verify any questions or concerns and he answered all that he was asked and I then said please give me my money back or reopen the playnow account. I've been ignored and am very much getting to be impatient after over a 1 year of waiting for my Verdict!.

  Business Response

  Date: 14/04/2023

  We have been in repeat communication with this player in May 2022, June 2022, and August 2022, as well as in the past 2 weeks. 

  The player has been advised that they are in violation of section 4.05 of the Playnow player agreement by providing their PlayNow.com account number to a third-party to send funds to their Playnow wallet. The player was also advised that they would need to have the bank account holder (friend) contact their bank to initiate a retrieval request to have the funds returned. We currently have no other means to return third-party OBP deposits to a bank account. The player was told that the 3rd party funds could not be used on their Playnow account and would need to be returned to the original bank account and that the PN account would remain locked until this was processed.

  We are still waiting for the original bank account holder and the player to complete their end of the request. 

• Initial Complaint

  Date:03/04/2023

  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 have a Playnow.com account where i won over ******* or so and as soon as i tried to withdraw the money they locked my account. Now they wanted me to verify every bank card on my account. That's fine but the problem is. Is that i lose my cards often and they wanted something like 30 bankcard #s which i don't know the bank cant even go back that far and I found out that my ex boyfriend used some cards ************ on my account with out my knowledge and I also did not know he had my pass words. so for all these reasons playnow.com said they will not give me the money I won. Reason for not summitting complaint within 1 year is because i had to wait for police investigation to be delt with. First. All I want is the money I won.

  Business Response

  Date: 05/04/2023

  BCLC and Playnow.com are not aware of,or involved in, any police investigation regarding this complaint.
  
  Section **** of the Playnow Player Agreement explains why we made the request for documentation: For all deposit methods involving an issuing financial institution (e.g., debit card,credit card, Interac online, ******, and online bill payments), you must be the primary account holder, or an authorized user recognized by the issuing financial institution. On request, you must provide BCLC with such information documentation as BCLC determines necessary to enable BCLC to verify your status as primary account holder or authorized user with the issuing financial institution. If you fail to comply with these obligations, BCLC may close your Account and you forfeit all rights to the balance in your Account.
  
  

  We have now received and reviewed the documentation that confirms the card used to fund your most recent winnings was in your name. Your funds will be released to your financial institution, please allow a few days for processing.

  
  You have been emailed directly by our team to advise of the status of your Playnow account.

• Initial Complaint

  Date:23/03/2023

  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.

  Shortly after launch, PlayNow was taken down for maintenance. The operators initially stated that its servers had crashed due to high demand, but later stated that the site had been taken down due to a security flaw caused by the load and a "defect in the error handling logic", which caused users to gain access to other users' accounts. The BCLC stated that 134 accounts had been affected by the issue. On July 27, Privacy Commissioner Elizabeth D***** stated that the BCLC had agreed to keep PlayNow offline until an independent review is completed.[5] The service resumed operations in August 2010.The worst in the world

  Business Response

  Date: 23/03/2023

  Good morning and thank you for reaching out. 

   

  It appears that you were not registered as a Playnow player in 2010, and you have not been affected by any privacy breeches. Given that your complaint is made as a statement we are not sure how we can assist. 

   

  A Playnow Support agent did speak with you about the current status of your account on March 22, 2023 (yesterday). We are still waiting for documentation from you in order to assist you further. 

• Initial Complaint

  Date:13/03/2023

  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.

  Games consistently malfunction, stop mid spin and kick you off. Happens multiple times with various games. Makes the whole system seem shady. Please work on these issues. It's not on my end, I'm constantly updated with a 5G connection while playing games. Ridiculous, that you can take money while games are faulty.

  Business Response

  Date: 14/03/2023

  Hi there, thank you for reaching out. I don't any recent interactions with Playnow Support so we will have an agent reach out to you directly to gather some more information so that we can be of assistance. 

   

  Alternately, you can reach our Customer Support team daily from 7am to midnight PST and poker support 24/7 at **************.

• Initial Complaint

  Date:10/03/2023

  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’ve got my account locked since February 14th 2023. On February 23rd I uploaded all documents requested by company including ID, Phone Bill, Void Cheque and proof of my debit card ownership. Today is March 10th 2023. It’s now being almost 2 weeks without any response or explanation. I still have $4550 on the account and want to withdraw it.

  Business Response

  Date: 15/03/2023

  All of the documents that the player has provided have
  been reviewed and satisfy the request from BCLC.  The $4,550 that was held
  in the account was sent out to the player’s verified bank account on 2023-03-13
  06:50:05.  The player’s account however, will remain locked due to player
  misconduct.  The player has been directly informed of this by one of our internal departments.

• Initial Complaint

  Date:09/03/2023

  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.

  Multiple games on the bclc website play now have shut down when I'm on winning streaks and kicks me out of the game. Specifically I want $3,000 on a monsters game. After that I could never login to that game again. This also happened with a few different games where I couldn't play them anymore because I had one a good chunk of money. And when you get booted out and kicked out even if you're in the middle of a bonus you'll lose out. I don't know the exact dates but apparently they keep every single transaction and this has happened a lot from the last two years.

  Business Response

  Date: 14/03/2023

  Thank you for your comments, we don't see any recent calls or emails in to Playnow Support from you so we will be reaching out to you directly to gather more information so that we can better assist you. 

   

  You can also reach our Customer Support team  daily from 7am to midnight PT and poker support 24/7 at 1-877-706-6789

  Customer Answer

  Date: 14/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did attempt to make you guys aware of this and I got no response whatsoever through the website. I also thought all this is just a glitch but then it kept happening and then now I read it it's happening everybody else too and I keep thinking wow so was this a scam cuz I was in bonuses that I wasn't able to complete or get back and you should have no problem looking into that by reviewing my account over the past year or so
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 15/03/2023

  We reached out to you earlier this
  week with some troubleshooting for the issues that you described but have not
  heard back. Prior to your escalation with the BBB the last time we heard from
  you was October of 2021, for an issue unrelated to your game play.

  
  To help you further we will need the date and time of the
  issue(s) and brief description of what you experienced, along with the name of
  the game that you were playing. You should be able to locate this in your
  transaction history of your PlayNow account.

  
  Please keep in mind that technical difficulties will not
  change the outcome of your game play. You can see the results of all your spins
  in your account history even if you were not able to see them play out in real
  time due to a technical issue. For the best experience on Playnow.com we have
  minimum system requirements laid out in our FAQ section found at the bottom of the casino page on PlayNow's website (******************************* ). We
  also included that information in the email sent to you earlier this week.

  
  The outcome of the spins and bonus rounds for PlayNow eSlot
  games is handled by a Random Number Generator (RNG) computer program that
  ensures a random outcome for each play.  This system is subject to BCLC’s quality assurance testing, and all of
  our games are certified by an independent laboratory.

  
  Because we are a Crown corporation, we operate under and are
  monitored by the Gaming Policy and Enforcement Branch (GPEB) and must adhere to
  the Technical Gaming Standards for Internet Gaming Systems (TGS5) document. It
  may 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 may determine the outcome
  of play for both slot and table games. BCLC also undertakes internal testing,
  and both the third party certification and internal testing results are
  submitted to Gaming Policy and Enforcement Branch (GPEB). Gaming software
  suppliers also undergo a stringent registration process and background
  investigation by the Gaming Policy and Enforcement Branch (GPEB), which reports
  through to the Ministry of Finance.

  Customer Answer

  Date: 17/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is a load of crap. No responsibility owned at all. Come on and read the comments here. YOU ARE SUPPOSED TO BE A LAWFUL GOVERNMENT business which owes transparency. I didnt have any notion of taking screen shots and have been told that all transactions are recorded, so make the effort nad review my account. But in case you dont want to provide customer service, again my experience and others here, I now have several screenshots for you.

  This time, within last hour, I was playiung ** ***** ***********. Was winning then got booted out. Went back in got a bonus twice, won like $200 over the two bonuses and imagine that kicked out four to six times after that. Cant reopen the game. Am blocked now out of all 3 Da Vinci games as well as others.

   

  Attachments are only a few. I am sick and tired of being scammed by this site.
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 29/03/2023

  Good morning and thank you for your screenshots, these were most useful in looking in to the issue.

   

  It is my understanding that a team leader from Playnow Support reached out directly to discuss location challenges and issues with IP addresses, VPN's etc. If you have further concerns please let us know, we'd be happy to escalate this back to our team. 

  Customer Answer

  Date: 29/03/2023

  
  
  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:27/02/2023

  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.

  The system glitched in favour of BCLC. I was looking at a video stream which was 1-2 minutes behind real time. I placed bets on the delayed video stream which did not allow me to place bets in a fair manner. The result was I lost over $6000 in a matter of two minutes or less. No one losses 10 bets and not realize that they need to change their strategy. The glitch was designed to place players like myself at a disadvantage and add to BCLC's/Playnows advantage.
  
  I called PLayNow/BCLC and the person (Tara) was rude and could not care less about mu concerns. She logged down mu information but refused to give me a case number. I had to call back several times to get my complaint lodged. My complaint has fallen on deaf ears and BCLC aka BC Government overseeing this gaming site has zero interest in looking into my complaint. A response would be akin to bombarding me with the usual rhetoric and insults designed to wear a complainant down.
  
  They disabled my chat because I was chatting with other players about the irregularities. I was not rude or insulting. I spoke what I felt which was a system designed to disadvantage players. This hit a nerve with BCLC and PlayNow as I was immediately removed from the chat. **** *** ** **** ******* *********** ** ******** ** ***** ***** ********* ************** ** ***** ****** **** ** **** ******* *** **** ** ******* *** *************** *** **** ** ** **** ********* ******* *** ****** ****** ** ******* **** ******* ******** *** *** **** ****** ************* *** *********** ******** ** ******** *** ***** **** *** ** *** **** ************ ********* *** *** *********** ****** **** ** ******* **** **** *** ****** ** ******* ***** * ******* *** ******** ** ****** ***** ** ****** ***** *** **** ****** ********* ** *** **** *** **** *** *** *** ******** ** ***** ************* ** ******* ** * ******* *** ********* ***** 

  Business Response

  Date: 08/03/2023

  We have reached out to the player directly to attempt to resolve the issue and address their concerns.

  We will be following up with them again once we have more information for them. We appreciate them taking the time to reach out to Playnow Support. 

  Customer Answer

  Date: 08/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Playnow has not investigated my complaint. Your response was insinuating that my computer is old and the browser is unsupported. That is 100 % inaccurate and you have no right to assume that it’s my computer that is faulty. Playnow is incapable of monitoring and checking what the hundreds of computer analysts do during live play. The analysts know that. They ban players in the chat when someone asks about irregularities and glitches. There is no supervision or accountability and the live monitoring analysts know they are not being checked. System glitches are ignored and players lose because the players are looking at something else instead of the live stream. And BCLC collects the money knowing that players are not betting with the live feed. 
  Any player that questions this or asks via other players are instantly cut out of the chat. Calling customer service is waiting forever for the call to be answered and when it is answered a disinterested and rude call person with a condescending attitude does not care about the complaint and hangs up. There are so many layers of protection and insulation that the complaint may never make it to investigators. And when it does, it’s BCLC investigators investigating themselves. 
  Huge conflict of interest, no independent review by another agency. Just layers upon layers of bureaucracy and deception designed to wear the complainant down. The bottom line is no one at BCLC is accountable for failures and systemic errors during live play and this disadvantages players. BCLC will not do anything because these problems are advantageous for them. Why deal with the problem when the problem is working in their favour. 
  THERE IS NO FAIR PLAY ON PLAYNOW. If there is I will not waste my time pursuing this complaint. 
  
  
  
  Sincerely,
  
  
  
  ******* **

  Business Response

  Date: 14/03/2023

  Please see below as we try to respond to all of your questions/comments.

   

  Q: Playnow has not investigated my complaint.
  A: We are currently investigating the issues you
  brought forward, this is still with our eGaming Application Support team,
  apologies for the length of time it has taken to review. We did email you on
  March 7th to provide some updates but did not hear back from you. Our
  3rd party vendor also checked the
  entire day of play and only found two rounds that had issues from the 18th,
  you were refunded for one issue and were awarded the winnings for the second
  issue. We will send you another update once our investigation is complete.
  
  Q: Your response was insinuating that my computer
  is old and the browser is unsupported. That is 100 % inaccurate and you have no
  right to assume that it’s my computer that is faulty. Playnow is incapable of
  monitoring and checking what the hundreds of computer analysts do during live
  play. The analysts know that.
  A: We apologize if you feel that we were making
  assumptions, we provided you with the standard troubleshooting that we provide
  all of our players, this includes ensuring that you are using the minimum
  requirements that we have laid out on our website’s FAQ page.  We are able to see what devices and OS players are using, we will follow up further once our investigation is complete.
  
  Q: They ban players in the chat when someone asks
  about irregularities and glitches. There is no supervision or accountability,
  and the live monitoring analysts know they are not being checked.
  A: All chats are supervised; bans can occur for language
  that is deemed inappropriate.
  
  Q: System glitches are ignored and players lose
  because the players are looking at something else instead of the live stream.
  And BCLC collects the money knowing that players are not betting with the live
  feed. 
  A: We receive regular reporting to rectify any
  known issues and are happy to look in to reports from players, just as we are
  currently looking into your concerns.
  
  
  Q: Any player that questions this or asks via
  other players are instantly cut out of the chat.
  A: As mentioned previously, players are banned
  from chats for using language that is deemed inappropriate.
  
  Q: Calling customer service is waiting forever
  for the call to be answered and when it is answered a disinterested and rude
  call person with a condescending attitude does not care about the complaint and
  hangs up.
  A: We apologize if you experienced long wait
  times. Please keep in mind that our agents are empowered to end support calls if
  they experience any inappropriate language.
  
  Q: There are so many layers of protection and
  insulation that the complaint may never make it to investigators. And when it
  does, it’s BCLC investigators investigating themselves. 
  Huge conflict of interest, no independent review
  by another agency. Just layers upon layers of bureaucracy and deception
  designed to wear the complainant down. The bottom line is no one at BCLC is
  accountable for failures and systemic errors during live play and this
  disadvantages players. BCLC will not do anything because these problems are
  advantageous for them. Why deal with the problem when the problem is working in
  their favour. 
  A: Because we are a Crown corporation, we
  operate under and are monitored by the Gaming Policy and Enforcement Branch
  (GPEB) and must adhere to the Technical Gaming Standards for Internet Gaming
  Systems (TGS5) document. Section 4.1.1 of TGS5 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 may determine the outcome
  of play for both slot and table games. BCLC also undertakes internal testing,
  and both the third party certification and internal testing results are
  submitted to Gaming Policy and Enforcement Branch (GPEB). Gaming software
  suppliers also undergo a stringent registration process and background
  investigation by the Gaming Policy and Enforcement Branch (GPEB), which reports
  through to the Ministry of Finance.

  
  

  Customer Answer

  Date: 16/03/2023

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

  A: We are currently investigating the issues you brought forward, this is still with our eGaming Application Support team, apologies for the length of time it has taken to review. We did email you on March 7th to provide some updates but did not hear back from you. Our 3rd party vendor also checked the entire day of play and only found two rounds that had issues from the 18th, you were refunded for one issue and were awarded the winnings for the second issue. We will send you another update once our investigation is complete.
  

  R: There were many glitches occurring several minutes at a time over several days. The 18th. was not the ONLY time this has happened. When you do your system review and review the recording it will show that the feed was not live and players were placing bets at a disadvantage because they were watching previously recorded games. 

   

  I also reject your claim that PLayNow abides by the regulations imposed by the Gaming Commision. Your response is based on the ASSUMPTION that PlayNow follows these regulations. Just because the regulations and statutes are there does not necessarily mean PlayNow complies and abides these regulations. There are laws and statutes governing society such as the Motor Vehicle Act and the Criminal Code yet we see drivers speeding everywhere and people using their cell phones while driving. There are criminal laws that prohibit Assault, Homicide, Fraud, Impaired Driving etc. Yet these laws are constantly being broken It would be foolish to think that just because these laws and regulations are in place that people will obey and abide to them. All you have to do is look around or watch the news and you will see people not obeying these laws. There is no accountability or consequence unless the person gets caught. And usually this only happens when someone makes a complaint and the authorities investigate. By the time the complaint is made, the perpetrator(s) have gotten away with it several times before the authorities take action. There is an air of  "assumed compliance" by PlayNow in your response. I disagree with your response.

  I have spoken to numerous PlayNow call takers about the fact that I am only allowed to play the Baccarat game and nothing else on Live Casino. After insinuating that my computer is old and running on an outdated browser the person tells me to go through the basic trouble shooting steps over and over again. I have done this with no less than 6 call takers although I advise him/her that the basic trouble shooting steps does not and has not resolved the issue. The call taker just keeps repeating the steps on the phone and totally ignores what I am saying. He/she will not escalate the issue to the I.T. department or pursue an alternative solution. They repeat the same thing over and over again like reading off a script. This is a clear example of how PlayNow treats its customers, by wearing them down with repetitive non solutions and non constructive advice. 

  I have several more instances where PlayNow has shown poor customer service and lack of concern and commitment. The behaviour of some coupers/dealers is reprehensible. Some are highly unprofessional behaving like they are on a game show, making antics and gestures like they are on a dancing stage or in a martial arts show. Many look away, laugh and talk to other staff who are out of the viewing screen. Just compare the behaviour of PlayNow dealers to those at other on line casinos. PlayNow doe not even come close to the level of appropriate behaviour required. My point is if your staff are allowed to act and behave in an unprofessional manner there is a lack of supervisi 

  Again I reject your response.

  
  
  Sincerely,
  
  
  
  ******* **

  Business Response

  Date: 24/03/2023

  
  Thank you for your responses. 

  
  Playnow was operational on the 18th and days surrounding. Our live casino recordings are always live as you are not only playing with a live dealer but with other Playnow players. This is all in real time, nothing is pre-recorded or on a delayed feed. You cannot place a bet on a past game, this wager will come up as rejected and the amount will not be taken from your account.  We have concluded our investigation of your individual game play on the 18th, thank you for your patience while that was escalated to our 3rd party vendor. We have emailed you directly with our findings, there was one instance where your winnings were corrected due to an input error. This correction was made on the date it occurred, prior to our investigation. Please see your email correspondence from us for more details. 

  
  Rest assured that all of your calls have been documented and your specific issues were escalated, however, we do often need time to conclude our investigations as we are dealing with several internal departments as well as 3rd party vendors to ensure a thorough review. We thank you again for your patience. 

  
  We are sorry that you are unhappy with our troubleshooting, we have confirmed that your Operating System is several years out of date and you are not using the recommended browser for optimum play. This is not an assumption on our part, we are able to detect what device, OS, and browser you are using. 

  
  PlayNow has minimum system requirements for our eCasino games. Live Casino on Playnow, which your complaint is regarding, has even stricter requirements due to the live feed. These requirements can be found on our website, I have included them below. Until your systems are fully updated you will continue to experience a lag and may not be able to open some Live Casino games.
  

  For an optimal player experience and site performance on any device using playnow.com, we recommend using the following:
  

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

  If your system does not support ***** you can still play our eCasino 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. 
  

  Our team is here to help and we pride ourselves on delivering quality customer service, however as mentioned previously, our team will not tolerate aggressive, abusive, or inappropriate language and personal attacks. If our Live Dealers have presented an integrity concern, we would be happy to investigate this further. Please keep in mind we are an entertainment company and many of our live dealers are actors who are there to provide a fun environment for all our players. Our newest live game “Live Dream Wheeler” was specifically designed to mimic a 1970’s style game show. We are sorry that this is not to your liking.  As an alternative you may prefer to play eCasino games as these can be played on your own, without the distraction of a live dealer. 

  
  I hope that this answers your concerns. 

  
  

  Customer Answer

  Date: 30/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Playnow is the most dysfunctional and irresponsible gaming site. It lacks governance, accountability and transparency. Because it has the support of the Provincial Government, Playnow assumes that the public complaints are not their responsibility and Playnow does little other than placating clients with legitimate complaints. Nothing is investigated in a fair, reasonable, transparent and inclusive manner. 
  

  From IT malpractices to professionalism Playnow is nothing more than ** ****** *** ******** ** ****** 
  
  
  Sincerely,
  
  
  
  ******* **