Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:23/02/2023

  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.

  I've been a regular gamer on Playnow.com and all of a sudden the functionality of it's games (particularly Endless Treasures and Chain Reactors Supertrails) changed for me (coincidentally after I had won a large jackpot). I believe my account has now been set up to lose permanently - I have provided details and screenshots to the tech team (also attached here) to no avail and no one seems to know what's wrong (despite there being very obvious discrepancies in the gaming quality - everything displays completely differently and the games just grind along). * ***** * **** **** *** ** **** *** **** * **** **** * ******* ****** ** ******* ***** ******* ** **** ****** ** **** **** *** **** *** ******* ****** *** ********** ** **** ***** ****** ****** ** **********. Customer Support is of no help and the games run worse than ever. All I ever wanted was fair and transparent gaming, however this has completely shifted to the opposite within the last month - despite my numerous requests for assistance and the screenshots and details I have provided. I feel that I am being discriminated against and taken advantage of despite my loyalty and the feedback I have always provided.

  Business Response

  Date: 03/03/2023

  PlayNow apologizes for the inconvenience you have experienced with our game play.
  
  We have reviewed the complaint and have since reached out to you directly and provided our recommendations

  Customer Answer

  Date: 03/03/2023

   
  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:21/02/2023

  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.

  Well first time playing it it hanged on bonus round when I played the **** fortunes and the **** was lagging and hanging to put a wager that could have won me **** bought it a minute remaining on the clock so it should be included in that game bit was shocked it was never included also when playing roulette a dollar bet on a single number came out not as described on the payout and it happened many times say placed a one dollar bet payout and it got the x100 multiplier how come I end up with 200 dollars there i I hit red 7 plus the lightning multiplier for a dollar it should be a thousand more anyways I hope if I can kindly ask you guys to just return the money that I've spent for February 18 19 and 20 as I was not myself and im not thinking straight trying to catch up the loss to the next day and till Monday now I'm left without anything even to purchase food and gas as I thought I might get it all back with a single jackpot which happened but didn't manifest and when playing **** numbers picked didn't showed up even it was purchased and if ever moved to the next game even there is a minute left on time just to be fair I've learned a ****** please look into this I think the game is rigged anyways please if ever you've found out that I wasn't being paid out properly please place me on a ban for a year and return my cash for the dates that I've provided as I was not on the right thinking trying to catch up and even depositing 300 cash that was meant for rent and putting myself on a situation that I can't even have enough to buy food I hope you can do this one time return if in case I'm right I theres a glitch on winniing the the bonus or delayed bets on **** please fix it as a frustrated person like myself would totally try to repeat what happened only end up losing it all due to confusion and mental stress that this game brought to me a ****** that is always true 'casino always win"

  Business Response

  Date: 03/03/2023

  PlayNow apologizes for the inconvenience you have experienced with our game play.
  
  We have reviewed the complaint and have since reached out to you directly and provided our recommendations.   

• Initial Complaint

  Date:21/02/2023

  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.

  During online play I had several malfunctioning hands on. Game **************** Jacks or Better which included cards not turning over game turning off which caused winning hands to dissappear (on this game it is set for hands to come back automatically...this never happened The game constantly has shut down for many nights in a row As well it telling me to login again I would get blackout screens and cards that would just sit in Iimbo after second draw which is a step that must be done again cards would just sit thereunder then **** login again system error hand go.e winnings gone. I would get Login you are not in ** I did not fly out of my house to ******** and back again in 3 minutes This is a 5 card game with two draws. 1st draw you hold the cards you want hit draw this step was not happening. I had a Royal Flush on 1st draw could not get to 2nd draw went to screenshot the Royal Flush and a black screen came up lost $2400.00 I have spoken to the help line 7 days in a row during daytime when they answer phone lines have sent them every screenshot (as they instructed me to do) Have sent 19 emails and several co.versatio s all documented. At the start of each conversation d do you know how to clear your "******* **** *** ******* " yes i do this prior to playing **** also informed me to call in right away when winning hands are lost Oh Yes tried this you cannot get through at night to support.Every conversation I have asked for a manager or team lead I am told NO they do not come on the line and speak to customers/players I am told tech support is looking into this and it could take weeks maybe months...but please keep sending the screenshots of the problems...Are you serious why would I keep playing.I let ****** at customer help know my next steps were I was going to BBB as well as ***************** his response was "** **** *** **** ** **" where is this helping the customer. After days and days of trying to get answers get this sorted out this is what I have to do in order for Playnow to get it figured out...again where is this helping the customer.I want answers and a fair resolution to this. If you were sitting in a **** Casino you can bet this would not be happening or would they expect you to campout for days to get the machine fixed and your winnings paid to you.****** and others at the support line have informed me they are understaffed with having three Provinces there are many problems with malfunctions and those who answer the phones their hands are tied...and it is up to a mangers discretion if they want to call a customer after it is sent to them...well as I said days later your file is open and will get back to you I was offered a $50.00 credit by ****** which I promptly said NO and the next agent the following day let me know that is all she can offer with the hopes of players saying YES and going away. ***********************

  Customer Answer

  Date: 22/02/2023

  Responding to your email. .I cannot fill it out on my phone.
  
  Has been ongoing since Feb 10
  30 screenshots sent to Playnow at their request.
  
  I tried again today by calling BCLC was informed Playnow closed this out...BCLC was in their words "appalled " that I have had no contact. 
  
  Please add this as I am unable to do so
  
  ****************************;

  Business Response

  Date: 03/03/2023

  We have attempted to reach out to our player directly but have been unsuccessful.

  
  We will continue to try also we can be reached by initiating a Live Chat on our site or calling PlayNow Support, toll-free, at **************. Agents are available to assist you daily between the hours of 7:00 a.m. and midnight PT.

  Customer Answer

  Date: 06/03/2023

  
  Complaint: ********
  
  I am rejecting this response  because:BCLC knows very well that they have not tried to contact me and my phone logs show that.

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

  Business Response

  Date: 10/03/2023

  One of our Team Leaders from Playnow Support has reached out and spoken with the player directly and come to a mutual understanding.

  A follow up email was sent after the conversation in case the player has any additional questions. 

• Initial Complaint

  Date:09/02/2023

  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.

  Playnow. Com casino the website consistently glitches on games I've lost thousands do to these errors. Always on the way to winning games will glitch and remove anyone advantage you had or progress! This web sight needs to be removed. To ***** people have come forward and won't recourse for the poorly run website. How can they operate a totally glitches website ?? going to start a lawsuit with numerous other people soon.!!

  Business Response

  Date: 15/02/2023

  Looking into your case history, I can see that you have contacted us about experiencing some form of error messages when playing ******* games,as well as possibly being disconnected from our site.
  
  On 6 occasions from March 2022 to October 2022 our agents have provided you with our basic troubleshooting steps and asked for specific information about the issues you have been experiencing, however we have never received a response with those details. There have also been a few occasions where you have requested in your emails that we do not contact you which leaves us unable to assist.
  
  Please be advised we want our players to enjoy themselves on our site and we are more than happy to assist with technical difficulties however, we require specific information about the issues you are experiencing in order to escalate your case to our second tier support team.Without this information, we are unable to assist beyond the basic troubleshooting steps you've been provided in the past. 
  
  PlayNow's online gaming is managed and operated by **** on behalf of **** and complies within the strict statutory authority and regulatory guidelines of the Liquor, Gaming and ****************** of ******** (****), Technical Gaming Standards for *************** Systems (****).
  
  To ensure integrity, ******** Lotteries (****)receives certification from a third party testing company for gaming software that *** determine the outcome of play for both slot and table games. PlayNow 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.
  
  I would still like to be able to assist you further. We have tried reaching out since hearing from the BBB but have yet to receive specifics from you. Please feel free to reach out to us at Playnow support with details on what you experienced and when it was experienced so that we can look in to this further.

  
  Please anticipate that we will be asking follow-up questions,which I have listed below.

  
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  Customer Answer

  Date: 16/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely, this is like a form letter.  Your  making  excuses  for faulty  software  ..tell us how ***********  the  games  are service  and how *********** the  random code ******* check.  ?? You're  admitting  the  games  have issues  bye  admitting  they  have serous errors! Would  really  like to take this to court  room. With 200 other people!!!

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

  Business Response

  Date: 24/02/2023

  We have responded to this player multiple times and requested specific information to help with further clarification and investigate the concerns.  As of now, those requested details are still outstanding from the player.
  
  Dates that PlayNow attempted to contact the player: 
  
  September 20, 2022
  October 17, 2022
  February 14, 2023
  February 24, 2023 
  
  PlayNow would like to work with the player to resolve these issues but requires information in order to further assist.

• Initial Complaint

  Date:09/02/2023

  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 using the services on playnow.com for a very long time. I have had several issues in the past several years with gameplay on slots and poker. Games will randomly come up with error messages from time to time, interrupting gameplay and possibly affecting outcomes. I have made complaints to their customer service to which they never address or fix the ongoing issues. Lately I have been receiving these error messages a lot more frequently, we're talkin every 2-10 minutes. Constant frustration with this company. Their customer service team is a joke and they never help fix problems. For a provincially run site they sure know how to drive money into the pockets of off shore sites due to their failure to maintain and run a proper casino/gaming site. This is the second time I have complained to BBB about playnow.com and It will be the last as I will be closing my account permanently if my issues are not fixed and consistently avoided. Last time they bought me off with a $25 credit. This time there will be no chance for them to earn my business again.

  Business Response

  Date: 15/02/2023

  It appears that
  you have contacted us with these issues in recent weeks, however prior to that you
  haven’t reported any technical issues since December 2021, we are very sorry to hear
  that this has been a repeat issue over the years.
  
  In your recent interactions with PlayNow Support,
  our agents provided you with our basic troubleshooting steps and asked for
  specific information about the issues you have been experiencing. We
  would like to be able to assist you further, however we will still need
  specific information from you to do so. A supervisor did
  try to calling you by phone to assist with your concerns, but they were unable
  to reach you. A follow up email was also sent requesting that you let us know
  when a good time would be to call so that we can review this matter further. Please
  know that there will be a series of questions that we need to determine the
  issue. I will list them at the bottom of this reply.

  
  Please be advised we want our players to enjoy
  themselves on our site and we are more than happy to assist with technical
  difficulties however, we require specific information about the issues you are
  experiencing in order to escalate your case to our second tier support team.
  Without this information, we are unable to assist beyond the basic
  troubleshooting steps you've been provided in the past. 
  
  ********* ****** ****** ** ******* *** ******** ** **** ** ****** ** **** *** ******** ****** *** ****** ********* ********* *** ********** ********** ** *** ******* ****** *** ******** ********* ** ******** ******* ********* ****** ********* *** ******** ****** ******* *******
  
  To ensure integrity, Manitoba Lotteries (****)
  receives certification from a third party testing company for gaming software
  that may determine the outcome of play for both slot and table games. PlayNow
  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.
  

  Thank you for your time and for reaching out to us. 

   

  
  
  Questions that we
  need to determine the issue, answered to the best of your ability:

  
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  ****** **** ** ********** 

• Initial Complaint

  Date:05/01/2023

  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.

  2022-08-02 I had won 40 grand on PLAYNOW.COM game zeus. I had the money deposited to my account. Then won another 10 grand and my bank and I had a disagreement. My account was close and they 10 grand was sent back to PLAYNOW.COM. I had lots my wallet that day so I had no photo ID to open a new back account. I applied for new birth certificate then I went and got new ID done finally got it in the mail. Opened a new bank account. Send documents that where required to unlock my account. I have just left and abusive relationship so I have no phone. I talked to customer service and told the woman on the phone I would have to be contacted by email. She said she didnt see a problem with that. I am still waiting for a reply from the bclc investigation team. Iv called a few time and they tell me that the documents have been seen. But still not reply. This is dragging on why to long. I would like my account unlocked would like my winnings deposited in to the account that was stated in the documents that where required that have been sent in at the bclc investigation team requested. I have been waiting.

  Business Response

  Date: 06/01/2023

  The customer's issues with their bank account should be taken up directly with their financial institution and not BCLC/Playnow.com
  
  
  Per their own screenshot attached to the complaint (******************************) we were still waiting for them to confirm their banking information at the end of December. The customer chatted in with us via live chat on January 3 and we advised them that there was in fact an email from our our Investigations Department waiting for them at which point they abandoned the chat so we were not able to assist them further. As of January 4 we were still waiting for an email response from the customer.

  
  
  As of today January 6, their funds have been disbursed to their bank account on file.  Funds can take 2-3 business days excluding weekends and holidays to reach a bank account once being released from Playnow.com.

• Initial Complaint

  Date:04/01/2023

  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 am writing in regards to playnow.com. Over the past few years I have had my account & overall deposited over 60,000.00 dollars I had an issue in the past where a casino game stayed open in the background & I kept receiving a message telling me the issue would be resolved within a minute & if it did not contact customer support. So I contacted customer support NUMEROUS times, I kept getting told they were looking into it. Months passed & I had to file a complaint with the BBB before they took me seriously, within a week they said they contacted the vendor & the game was closed in the background. They then proceeded to send me a $200 credit. Everything was as it should be moving forward no issues until September 2022 then I started to get booted out of game with messages stating “unfortunately an unspecified error has occurred. We are sorry for the inconvenience” but constantly. It would log me right out of playnow in the middle of bonuses or when a win would present itself. I called play now to complain and got the same speech I have received in the past, the continuous troubleshooting speech. I have always did what they suggested before & through my gameplay so this was absurd to me. I requested any and all of my game play be reviewed from a third party and got oh someone is reviewing..I now received an email stating “Thank you for your patience while we worked on the error you brought to our attention regarding the open games on your account. We have received word from our technical support team that all issues have been resolved and you should no longer encounter this issue moving forward as the game has since been manually closed. As per the terms and conditions malfunction does void all game play”. So there was a technical issue & they stated there was a malfunction & their remedy was to send me $10 dollars & change, while continuing to take my $ for months. Please tell me where in the terms and conditions it states game play is with technical difficulties.

  Business Response

  Date: 11/01/2023

  This player experienced 6 frozen wagers between Oct 15th and Nov 04th, 2022, which we escalated to the game's vendor (a third party) for review at which point the vendor confirmed games' potential outcomes could not be determined. We voided the wager and refunded the player their $10.94 for these wagers, as per our PlayNow Player Agreement which all players must agree to prior to opening their PlayNow account.

  
  The player believes these 6 frozen wagers negatively impacted all their other game play during this timeframe and requested a refund for approx. $2,500.00 stating “something is wrong with PlayNow’s machines” although there we no irregularities and all other wagers completed correctly according to game results. We cannot credit them for all of their game player during such a long period of time because they perceive there is an an issue when there is none.  

  Customer Answer

  Date: 12/01/2023

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

  I experienced more than 6 frozen wagers. This occurred since I joined with play now but progressively got worse starting September 2nd and not from the dates Playnow chose to state. These technical/unexpected errors, log outs occurred during every session played when a win/bonus occurred. I am not responsible for operating their gaming site furthermore had no control over their system errors. 

  I beleive what I seen with my own two eyes and have a witness for everytime I played and we did indeed see the extensive errors occurring every win/bonuscycle and these irregularities only got worse over time.

  Again i do not operate their systems and cannot explain how they run their site only simply what that am excessive amount of technical errors/unexpected and log outs did occur changing the possible outcomes. Playnow should be accountable for their site this is all to convenient.

  To play on an online gaming site with such strict statutory authority guidelines of the **** Playnow should be expected to be held to the highest of standards  they should be expected to provide documentation to what occurred while I was playing every single one of the technical/unexpected errors and log outs during the wins I encountered. 

  I am not speaking of 6 stuck wagers I am speaking of the hundreds of irregularities I experienced during all game play. So great now they wanna come out and say there was 6 stuck wagers if those don't explain the irregularities what does? Why was I cheated out of a fair chance at my wins and bonuses? 

  I was advised through email I was receiving a credit for 10.94 and I stated I was not excepting that and rather I was filing chargebacks through my bank and requested playnow return the interac transactions from September up to the time the account was closed. The player has since tried to reach out to **** to start an investigation as playnow is denying all the irregularities that occurred during all her gameplay. The focus here is the hundreds of irregularities that occurred while on playnow. 

  This is not a case of a player loosing this is a case of a gaming website that had an excessive amount of issues while the player was in a pay mode of some sort. Now if that does not say something I dunno what will. * *** ******** ******* *** ** ******* *** I feel something is extremly wrong with this picture. **** *** ***** *** ******** ** ** *** * ******** **** ***** ****** **** *** **** ********* **** ** ***** ******* ** ** *** 

   

  I am seeking an investigation and proof of all these irregularities and i assure you im seeking a lot more than $2500 playnow!!!
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 17/01/2023

  Good morning, please see below for our additional responses. We hope this information provides enough clarity for the issue at hand. 

  
  From Sep 2nd until Dec 17th, 2022, this
  player made a total of more than 150,000 individual wagers (eSlots spins) on PlayNow. These were reviewed by our 3rd party vendor, a Team Leader for
  PlayNow Support, as well as our ******* Investigations team. Despite the player advising the BBB that all of these wagers had issues, the player only contacted us a total of 3 times regarding
  technical difficulties and our CSRs located 6 stuck wagers, which we
  escalated accordingly to the game vendor and had to void with a refund for
  wagers being provided to the player.

  
  During the same time, the player logged 294 sessions on PlayNow, 50
  of which either timed out or were overwritten (indicating player logged in
  again, possibly on a different device).
  
  
  Any time a session timed out the player was refunded instantly.
  There is a cluster of games timing out mid-October. The player can see
  these individual refunds appearing in their play history directly after
  the wager. We can walk them through they play history if needed. There is no indication these errors happened while the player was in a bonus round or on a win. 

  
  
  For these 150,000+ wagers the player provided us directly with a
  total of 7 screenshots, all taken within 20 minutes on a single day,
  showing 1 error and one log-out message. The screenshots provided to the Better Business Bureau on this complaint are what
  will appear for any player who logs out manually, they do not indicate an
  error.

  
  Please
  keep in mind that for Manitoba players using Playnow.com we manage and operate online
  gaming within the strict statutory authority and regulatory guidelines of the
  Liquor, Gaming and Cannabis Authority of Manitoba (****) document, Technical
  Gaming Standards for Internet Gaming Systems (TGS5). Just to give you a bit of
  background information, Section 4.1.1 of TGS5 refers to technical
  integrity standards that PlayNow meets. To ensure integrity, Manitoba Lotteries
  receives certification from a third party testing company for gaming software
  that may determine the outcome of play for both slot and table games. PlayNow
  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.
  
  
  For an optimal player
  experience and site performance on any device using playnow.com, we recommend using:

  
  the following browsers:
  ****** ****** *** ****** ****** ******* ********
  ******* ******* ******* ********
  ****** ** ***** *** *** ******* ********
  ********* **** ******* ********

  
  the following operating systems:
  ******* *** **** *******
  *** ******* ********
  *** ******* ********
  ******* * ******* ******* ** ******* ********

  
  It is
  recommended that you always keep your web browsers up-to-date. While previous operating systems and browser combinations may work on playnow.com, some
  functionality or information may not work or be displayed as expected. The
  playnow.com databases record the correct outcomes generated by our games and
  BCLC relies on this record in the event of any dispute.

  
  Our development teams make use of new capabilities available in
  modern, up-to-date operating systems and browsers. As a result, we have made
  the decision to support only modern operating systems and browsers. This also
  provides improved security and performance.
  
  Our eCasino games use a service called *****, a web-based
  graphics library that eliminated the need for plugins to run graphics on your
  web browser. ***** has minimum hardware requirements and if your device does
  not meet these requirements, you may experience display issues.

  We recommend that your device have the following to support
  *****:
  Minimum 4GB of RAM
  64 bit processor
  Capable Graphics Card (recent /
  up-to-date)

  
  Note: 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.

   

  At this time we will not be issuing any further refunds as they have already been refunded for all wagers that failed to complete. Each spin is individual and a stuck game will not affect the outcome of other games/spins/wagers. 

  Customer Answer

  Date: 17/01/2023

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

  I have escalated this to **** and am pursuing an indepth investigation explaining the extensive errors and log outs as playnow continues to deny these errors when they occurred. I will work with **** to determine the outcome as I am still pursing a refund.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:16/12/2022

  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 been playing on playnow for sometime now and the thing that gets me pissed is that when you try to play ***** ( just to pass time and maybe get lucky and win ) it seems that the same people are winning over and over many times and it sucks I've seen one person win all 5 games and that's crazy also its like once they win they get multiple wins might take a game or two but then you see them winning again. Last time I was pissed was playing for 3-4 hours no wins but same people kept winni g over n over fix that also I can't play **** on the slots and I have tried everything and tech people were suppose to fix it but didn't can you fix it

  Business Response

  Date: 19/12/2022

  The frozen/stuck wagers for the **** eSlot
  game has been fixed for the player as of the afternoon of Dec 16 and their wager has been returned, along
  with a top up to $10 as a gesture of goodwill. Unfortunately frozen stuck
  wagers have to be escalated off to another department and sometimes to an
  external vendor so they cannot always be fixed in a matter of days. We
  understand that this isn’t always ideal, and have emailed the player to advise
  of some troubleshooting that can be done to potentially avoid wagers getting stuck
  in the future.

  
  As for the concerns regarding e*****, the outcome of *****
  games for PlayNow are handled by a Random Number Generator (RNG) computer
  program that ensures a random outcome for each play/hand dealt.  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 (****) document.
  

  Section 4.1.1 of **** 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.
  

  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. For example, when you play ********
  on PlayNow with a 98.94% payout over the life of the game, it does not mean
  that you will leave with 98.94% of the money you have played.

• Initial Complaint

  Date:05/12/2022

  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.

  Over the course of last month and previous months the operators of Playnow.com sports team has repeatedly canceled my bets and made me pay refunds to them on my account.Only sometimes they have given a reason as too why. They claim that the bets that I placed for the games the lines were left up longer than they were supposed to and or the lines that were left up were incorrect, resulting in an error and there for the bets need to be canceled, and they need to be refunded. They also mention that it's a result of a technical error from their feed provider that resulted in multiple games having stale odds or known results when offered on their site.Therefore, with that being said I should not be held accountable to pay refunds when they admit it's from their feed provider.This has happened more than once and has costed me most recently over $1200 or more. I have been a member of Playnow.com for over 5 years and have spent over $100,000 on sports betting and with these most recent errors I'm starting to question the security, safety, and validity of their website in which perhaps maybe my previous bets which were losses should have maybe in fact been winners. They have never tried to resolve the problem with me, in fact they only make the matter worse by this continuing to keep happening without any resolve.I observed some of the games in question to these bets and the lines seemed reasonable to me. They would be active to bet on then suspended only be active again and so on thus, proving that they do nothing to mitigate these problems from occurring in the future as they have been continuously happening.I have also still not received my funds withdrawn from November 27, 2022, in total $5,400.76 and a winning from the same night of $708 in which was stolen for a total of $6108.76.The dates in question are:November 27, 2022,November 24, 2022,November 1, 2022,August 19, ************************************************ the past regarding suspicious transactions deposited/withdrawn from my banking account only to not get a response from them, or they claim they know nothing about it.Thank you,****

  Business Response

  Date: 09/12/2022

  We have tried to reach the player on both the phone number provided in the complaint to the Better Business Bureau, as well as the number we have on file through the player's PlayNow Account. Both go to voicemail and neither of the voicemail messages identify who we are trying to reach so a message hasn't been left. We followed up by email today, December 9th. 

   

  Upon registering for your PlayNow account, you confirmed, that you had read, understood and agreed to the PlayNow Player Agreement. This agreement stipulates in section **** - **** Errors that "() In the event **** pays money to you in error, you agree that you will hold such money in trust and return such money on demand to BCLC. ()".
  
  In our email sent to you on Nov 29th, 2022, we advised you that due to a feed error 1 of your bets was placed with stale odds and an additional 5 when the results were already known.
  
  You placed a bet with a $300.00 wager on Nov 26th, 2022 at 17:14 ( bet receipt ***************** ) - due to a technical error this bet was offered with stale odds.
  
  At approximately 18:52 the ******* ******* had a 22 point lead and you consequently placed an additional 5 bets picking the ******* with a Point Spread of 2.0 ( bet receipts ***************** through ****) totalling $2,569.22 between 19:06 and 19:18 after having deposited an additional $2,200.00 to your PlayNow account to fund these bets.
  
  Consequently these bets offered in error paid out a total of $5,232.45, which you withdrew in full at 19:25 that same evening.
  
  After the error was corrected, on Nov 27th, 2022 your 6 bets were voided, your winnings removed from your account and your ****** totalling $2,869.22 refunded to your account. This is in accordance with our PlayNow Sports Betting Game Conditions, to which you also agreed upon registering your account.
  
  Your current, negative account balance is a result of you withdrawing funds paid to you in error.
  
  In addition to the Player Agreement references above, the agreement further stipulates "**** 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" as well as "**** Prohibited Activities You will not engage in Prohibited Activities()".
  
  In August this year, a similar error occurred resulting in your account showing a negative balance of $1,500.00, which we did top up for you as a one time goodwill gesture only.
  
  I hope this explains why you are responsible for the negative balance in your account and why we are asking you to top this up yourself.

  
  Thank you for the time you have taken to contact us.

  Customer Answer

  Date: 15/12/2022

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

  Hi ****,
  
  
  I apologize I have a very busy schedule and I'm not able to reply promptly and I was looking over your response.
  
  
  With that being said, I can't wrap my head around how you can sit there and not take any responsibility to the countless errors your website has produced over the
  past couple months. In fact, it's probably years of these errors occurring and yet you deflect responsibility and rely solely on "it's the websites policy",
  "you agreed to these terms" and make the player pay for your errors.
  
  
  On November 26, 2022 I observed only around a 13 point lead on the ******* game and it seemed reasonable that a team like ******* would still be a +2 point underdog
  as well your own admission on your website under the scoreboard says "Scoreboard and clocks are indicative only and may be subject to delay". Sometimes I have even observed the
  game clock on your website counts up and also in the wrong quarter. It's not my responsibility to go find out if the score on a game is accurate or not, sometimes the game is not streamed and their own website is down or not accurate, but that's besides the point as it's your responsibility to ensure this and a safe and fun gambling environment for players. Please don't accuse me or imply that I made bets on purpose knowing the lines were stale or glitched I've been betting for a long time and am very experienced and when I see a line or game, I like I bet on it and that's it. Sometimes a game line might seem stale, but in fact it's not.
  
  
  November 25, 2022 I received an email that there was another error *****/0019872/0002854 and my bet had to be voided and that
  my account has been topped up to $0.00 as a goodwill gesture. But in fact, it was not topped up it remained in the minus and I paid it (Screenshot Included).
  
  
  On November 27, 2022 Bet Receipt /0019872/0002905 was a legitimate bet and $708 was taken from me and is still owed.
  
  On October 14, 2022 I sent an email inquiring about not being able to log in and cash out my bets. These cash outs would have been hundreds of dollars yet where is my
  compensation for that? why is there no policy in place that protects the player? I have also asked in the past about bets that I placed in error and the answer has always been that I'm responsible for
  my own bets, but yet when it comes to errors happening on your end, I have to pay for it?
  
  As far as I'm concerned you guys owe me money for a product/service I still have not received and an explanation as to why these errors constantly keep occurring on your website and the number of errors happening only on winning bets and not losing bets as I've never experienced refunds that I can recall. You guys lack accountability and responsibility.
  
  I want to continue betting on Playnow.com, but the longer we prolong a resolve the less trust I have in you guys. 
  
  Hopefully we can come to some sort of resolve so I can continue to enjoy Playnow.com.

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

  Business Response

  Date: 22/12/2022

  This account has been topped up from a negative balance on numerous occasions as a customer service gesture, at this time we will not be offering further cash credits.

   

  Sections *****, 19, and ***** of the PlayNow Sports Betting Game Conditions addresses what may happen if an error is made or a bet is resettled. This includes bets being voided. If winnings from a resettled bet are withdrawn from an account this may result in the account falling in to a negative balancing. Players are responsible for the negative balance/returning the funds. 

   

  
  Game conditions can be reviewed at *********************************************************************************************************************************************;

  
  

  Customer Answer

  Date: 22/12/2022

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

  I recall my account only being topped up on one occasion the other times they were not. You still have not addressed the reasons as to why I was told my account would be topped up, but in fact it was not, and you still have not addressed my concerns as to why so many errors occur on your website and why you do not take responsibility and accountability for this happening. You keep bringing up rules/policies, yet you dictate which rules/policies you're going to follow. 
  
  
  In my previous email I mention that I was unable on numerous times to cash out my bets resulting in hundreds of dollars lost yet you fail to do anything about that. You have also failed to recognize the $708.00 from a legitimate bet that I'm owed.
  
  
  It does not make sense for me to top up my account when these errors have constantly been happening on your website. If these errors were a rare occurrence, it would make sense, but this has been happening for months and even years.
  

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

  Business Response

  Date: 10/01/2023

  Please see below as we try to answer all of your concerns.

  Q: I recall my account only being topped up on one occasion the other times they were not. You still have not addressed the reasons as to why I was told my account would be topped up, but in fact it was not.

  
  A:There were two occasions where you were flagged to be topped up as a customer service gesture, but you had already brought your account up to zero or above,which is what is expected of our players and fully outlined in our Playnow Players Agreement and the PlayNow Sports Betting Game Conditions. We do not bring accounts up past zero so as you were already topped up there was no further credit to issue.
  

  Please keep in mind that withdrawing funds from voided bets means that you are receiving funds that were not meant to be issued to you. Topping up your own account to zero means you are simply returning some, if not all of those funds.
  

   

  Q: You still have not addressed my concerns as to why so many errors occur on your website and why you do not take responsibility and accountability for this happening.
  

  A:Stale lines and errors are unfortunately common throughout the sports gaming industry, this is not limited to PlayNows sportsbook. This is why most sportsbooks,online and in casinos, have clearly laid out policies about bets being voided.We mentioned these policies in our previous response.
  

  The reasons for the errors relating to your recent ******:
  

  August 18th- ************* at ***************** Feed produced a stale spread of **** that did not suspend for roughly 1 hour (19:31pm- 20:29pm). You placed 4 bets on ******* +**** between 20:13-20:25. Within 30 seconds of the bets winning you withdrew your funds, when your account went into a negative balance, we topped it up $1500 as a goodwill gesture.
  

  October 29th   . Multiple *** Games- Servers caused feed to be delayed and prices were either errant or outcomes known.  *** and *** impacted.
  Bet #1 - This was  a 1st half money line bet placed at 17:45 which was clearly late as this tweet from the pacers official account shows ***************************************************************************************
  Bet #2-  Backed the pacers @ +6.5 which was clearly a stale line due to the issues.
  Bet #3 This was actually a losing bet on the ********************* which would have been a loss for you but was voided due to the issues.
  
  November 23rd ****************** at *********** Servers caused the feed to be delayed and prices were either errant or outcomes known. Your bet backed ****************** +9.5 which was a stale line.
  

  November 26th-  ***- *************** feed issue caused stale lines from roughly 5pm on Saturday.  When lines were re-opened, static line suspension messages did not hit some old markets causing them to stay open, and in some cases, stay open past the time the outcome was known. You placed 6 bets on these lines and again withdrew your winnings as soon as the bet was settled.
  
  

  Q: You keep bringing up rules/policies, yet you dictate which rules/policies you're going to follow. 
  

  A:Playnow Players Agreement and the PlayNow Sports Betting Game Conditions are always followed. Issuing tokens and/or credits as a gesture of goodwill is not outline in our policies because it is done as a customer service gesture, as such it is never guaranteed. Being given tokens or credits in the past does not mean a player will be issued credits in the future.
  
  

  Q: In my previous email I mention that I was unable on numerous times to cash out my bets resulting in hundreds of dollars lost yet you fail to do anything about that.
  

  A:If you are referring to cashouts during game play there is nothing that we can see to indicate that you have been experiencing issues with this feature, we would require dates and times of the attempted cashouts to investigate further,please reach out to our support team for assistance with this. If you are referencing being able to withdraw your funds, I believe we have exhausted ourselves in explaining to you directly why your past bets were voided.
  

   

  Q: You have also failed to recognize the $708.00 from a legitimate bet that I'm owed.
  
  
  A: We have reviewed your bet receipt no. ***************** and can confirm, that this bet was settled without irregularities and $708.00 was credited to your account on Nov 27th, 2022 at 20:33:34 PST. This pay-out is the most recent transaction on your PlayNow account, which you can also review in your transaction history:
  Login to your PlayNow account.
  In the top right corner, click on the little person icon.
  From the menu that appears, click the round "Account History" icon.
  From the new page, choose the filters to display the transactions in question
  
  

  Q: It does not make sense for me to top up my account when these errors have constantly been happening on your website. If these errors were a rare occurrence, it would make sense, but this has been happening for months and even years.

  
  A: As mentioned in our previous response, if winnings from a resettled bet are withdrawn from an account this may result in the account falling into a negative balancing. Players are responsible for the negative balance/returning the funds. 
  If you wish to continue to wager with us you will have to make a deposit in to your PlayNow account, however we understand that this is your decision to make.

   

  Customer Answer

  Date: 21/01/2023

  Complaint: ********

  
  

  I am rejecting this response because:

  
  

  
  

  Hi there,

  
  

  
  

  Thank you for answering some of my questions/concerns.

  
  

  To clarify a couple of things:

  
  

  All that information you gave me there reinforces how many errors your website has, and those are the only ones that have to do with me.

  
  

  I received an email for a free $50 sports bet and I was not able to use it. I believe it has something to do with my account being in minus. I also quit receiving periodically $100 free sports bets ever since these incidences.

  
  

  On October 14, 2022, I sent an email stating that I couldn't log in or cash out bets and that I couldn't even bet at times. On October 19, 2022, I received an email acknowledging the problems that had been going on for a week. So where is my compensation for that? Inability to bet, inability to cash out bets, and accidentally betting on the same game twice due to lag issues. Again, you take no responsibility.

  
  

  The receipt ***************** for $708.00 was a legitimate bet; however, because my account was in the negative, I have yet to receive my winning funds.

  
  

  On November 25, 2022, at 4:44 p.m., I received an email stating that there had been a "technical error from our feed provider that resulted in having stale odds and odds still available to be bet when outcomes were already known" and that "This has resulted in your account being in a negative balance. "We have topped up your account to $0.00 as a goodwill gesture."

  My account was, in fact, not topped up, as mentioned by your own employee. As I previously submitted a screenshot displaying my account with a negative balance,

  of -$167.67, and the time stamp is 2:01 p.m. The game in question happened on November 23, 2022, so if my account was going to be topped up, it would have been topped up before the email was sent out. Again, I find this whole situation odd and I should receive $167.67.

  
  

  You mention that "on August 18th- ************* at ***************** Feed produced a stale spread of **** that did not suspend for roughly 1 hour (19:31pm- 20:29pm)." I'd be curious to know how many more stale lines have stayed up that long before you even noticed them? It's a little odd that lines can stay up for almost 1 hour.

  Explain how this is my responsibility as a consumer. You're selling a service or product on your website; if this service or product is defective, it's not the consumer's responsibility to pay anything back. You may have it listed in your policies, but these policies are unfair business practices. You should go after the people who give you the stale lines, or you should accept it as a loss, as I have for many years. Also, it's my understanding that the live betting on your website is monitored; why are these stale lines up for such a prolonged period of time? Again, these are not "once in a while" errors; they are ongoing.

  
  

  I have always withdrawn my money after all my bets are settled, and that's my choice. As mentioned previously, I've been betting for a long time, and when I see a line I like, I bet on it; it's not my responsibility to go find out if a line is stale or not.

  
  

  My account should be topped up, my legitimate funds of $708.00 should be paid, and the $167.67 as the goodwill gesture that I had to pay should be paid to me. I'm looking into other suspicious incidents on my account from you guys as well.

  
  

  Sincerely,

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

  Business Response

  Date: 24/01/2023

  I believe that we have already addressed the majority of these concerns, please see below for our responses to the individual concerns. 

   

  Q. I received an email for a free $50 sports bet and I was not able to use it. I believe it has something to do with my account being in minus. I also quit receiving periodically $100 free sports bets ever since these incidences.
  

  A. That is correct you cannot use tokens while your account is not in good standing.
  

   

  Q. On October 14,2022, I sent an email stating that I couldn't log in or cash out bets and that I couldn't even bet at times. On October 19, 2022, I received an email acknowledging the problems that had been going on for a week. So where is my compensation for that? Inability to bet, inability to cash out bets, and accidentally betting on the same game twice due to lag issues. Again, you take no responsibility.
  

  A. Login issues are not related to cash out issues, if you are unable to login an agent will need to walk you through troubleshooting, we cannot reset passwords etc via email. We do not issue compensation for login issues as those are typically on the players end.
  As a reminder availability of cash-outs is not guaranteed nor should players place bets with the sole expectation to cash out as per our betting game conditions. We are not required to issue compensation for cashouts not being available.
  
  

   

  Q. The receipt ***************** for $708.00 was a legitimate bet; however, because my account was in the negative, I have yet to receive my winning funds.
  

  A. This was addressed in our previous response. We have reviewed your bet receipt no.***************** and can confirm, that this bet was settled without irregularities and $708.00 was credited to your account on Nov 27th, 2022 at 20:33:34 PST. This pay-out is the most recent transaction on your PlayNow account, which you can also review in your transaction history.
  These funds decreased the negative balance that are owed to Playnow.com.
  

   

  Q. On November 25,2022, at 4:44 p.m., I received an email stating that there had been a "technical error from our feed provider that resulted in having stale odds and odds still available to be bet when outcomes were already known" and that "This has resulted in your account being in a negative balance."We have topped up your account to $0.00 as a goodwill gesture."
  My account was, in fact, not topped up, as mentioned by your own employee. As I previously submitted a screenshot displaying my account with a negative balance,
  of -$167.67, and the time stamp is 2:01 p.m. The game in question happened on November 23, 2022, so if my account was going to be topped up, it would have been topped up before the email was sent out. Again, I find this whole situation odd and I should receive $167.67.
  

  A. We addressed this in our previous response. We are sorry that you feel you are owed these funds. You had made a deposit, so we did not top up your account. Emails and adjustments are not made simultaneously, they are done manually. We are sorry that this happened but as a reminder, you are not out any funds as you have withdrawn funds that should not have been issued to your account. Despite your Playnow account being in the negative you have already received $1500 in cash funds from Playnow in addition the the funds you withdrew that threw your account in to a negative balance.
  

   

  Q. You mention that "on August 18th- ************* at ***************** Feed produced a stale spread of **** that did not suspend for roughly 1 hour (19:31pm- 20:29pm)."I'd be curious to know how many more stale lines have stayed up that long before you even noticed them? It's a little odd that lines can stay up for almost 1 hour.
  

  A. We addressed this in our previous response. Given the volatility of sports betting this is not odd, it is actually quite common in all sports betting platforms and is not exclusive to Playnow, which is why clauses are built into the gaming conditions.
  

   

  Q. Explain how this is my responsibility as a consumer. You're selling a service or product on your website; if this service or product is defective, it's not the consumer's responsibility to pay anything back. You may have it listed in your policies,but these policies are unfair business practices. You should go after the people who give you the stale lines, or you should accept it as a loss, as I have for many years. Also, it's my understanding that the live betting on your website is monitored; why are these stale lines up for such a prolonged period of time? Again, these are not "once in a while" errors; they are ongoing.
  

  A. We addressed this in our previous response. This is in fact the players responsibility; it is outlined in our Playnow agreement and Sports Betting Terms and Conditions. All players must select the I Agree option at the end of the agreement when signing up for Playnow.
  

   

  Q. I have always withdrawn my money after all my bets are settled, and that's my choice. As mentioned previously, I've been betting for a long time, and when I see a line I like, I bet on it; it's not my responsibility to go find out if a line is stale or not.
  

  A. As mentioned above and in our previous response, these situations are outlined in our Playnow agreement and Sports Betting Terms and Conditions. All players must select the I Agreeoption at the end of the agreement when signing up for Playnow.
  

   

  
  Q. My account should be topped up, my legitimate funds of $708.00 should be paid, and the $167.67 as the goodwill gesture that I had to pay should be paid to me. I'm looking into other suspicious incidents on my account from you guys as well.
  

  A. As mentioned above and in our previous response, your account was in fact issued $708 for winnings on Nov 27th, 2022 at 20:33:34 PST. We will not be issuing further credits as goodwill gestures or account top-*** as you have already received $1500 in cash credit in August 2022 for funds you withdrew that should not have been issued to your account. The $1500 cash credit was issued as a gesture of goodwill and we are not required to compensate you further.
  

  Customer Answer

  Date: 31/01/2023

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

   

  You may have these rules listed in your policies, but your policies are unfair business practices. I will not be topping up my account and you still owe me money.

   

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

• Initial Complaint

  Date:21/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed two bets on November 17th, one for $2449 and $2776 after which Toronto scored making it 1-0. The website would show me how much I could cash out and everytime I would click to cash out. It would not go through. The website needs to be improved for consumers spending so much money for faulty system errors. I have had this happen for the second time in the last 2 weeks as there are always system issues going on. Apart from that it took me over 2 weeks to get a 11k withdrawal and had to call customer service three times. Each agent would give me a different answer about what was going on with my withdrawal. I asked for a callback from a manager which the agent requested and never heard back. Really disappointing… ***** ******* * ** ***** ** ***** ****** ********* ** * *** **** **** ***** ** **** *** ******

  Business Response

  Date: 29/11/2022

  We are sorry to hear about the less-than-ideal experience with our website. A supervisor had reached out ear***r in the month per the request, however there was a confusion over which email address was in use. Having multiple email addresses on the account was also the root cause for the withdrawal delay.

  
  It is our understanding that a supervisor has since cleared up the confusion and a new email address is on file for future reference. 

   

  Per the PlayNow Sports Betting Game Conditions Cash Outs are not always available: 

  "**** *** ** **** *********** ********* ** **** ***** *** ********** *** **** ******** **** *** ******** **** **** *** *********** ******** *** **** *** **** ******* ** ********* ***** *** **** *** ******* ** *** *** ***** ******* ************ ** **** *** ****** *** *** ***** *** ** *** *********** ** ***** ******* ****** *** ***** **** **** *** **** ********* ** **** **** **** **** * ********** **** *** ******* ** ******** *** * **** **** **** *** *** ** ******* *********** *** ** ****** ** ******* ***** ******* **** ********** ** *** ****** *** **** ***** ** **** **** *** ******* *** **** **** *** **** *** ** ************ *** *** **** ********* ***** ****** *** *** ** ** ****** **** **** ** ******* ***** ** *** ***** ******."

   

  For reference all of our conditions can be found online at: **************************************************************************************************************

   

   

  Customer Answer

  Date: 29/11/2022

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

  This is a complete *** for you to state that a supervisor reached out to me earlier this month.

  The supervisor reached out to me today and never before. My email issue has been resolved as the supervisor told me the email was being used for another account. However the reason for my complaint about the issues with the cash out option was not resolved. The exact same response which was emailed to me is being provided here. It states in the screenshot I have provided that I was told to contact chat or call to look into the matter further but playnow is now denying everything that I am saying. I also told the supervisor she was unhelpful to which *** *** *** ****. At the end of the day they have no client service and the website issue has made me lose a bet

  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 09/12/2022

  One of our call centre supervisors made several attempts for
  follow up via phone with the final attempt tonight, December 9, around 7:15pm.
  A voicemail was left, and we are happy to continue this conversion via phone if
  needed.
  A follow up email was also sent after the final voicemail
  was left. The email was sent to the email address currently associated to the
  PlayNow account in question.

  
  We have reviewed the PlayNow account session history and can see
  that on Nov 17th, you logged in at 15:57:18 PST and your session ended due to
  timeout (inactivity) at 16:48:26 PST.
   
  In your complaint to the Better Business Bureau,
  you claimed "Toronto scored making it 1-0. The website would show me how
  much I could cash out and every time I would click to cash out".
   
  The ***** scored at approximately 4:32pm to make
  the score 1-0 and then the ****** scored shortly after at approximately 4:36pm.
   
  Our Sports Team reviewed your account's sport
  activity in depth and we have found that you were being offered various values
  for Cash Out on both of your bets and
  Cash Out offers were available before 16:18:27 and after 16:41:57 on Nov 17th,
  2022.
  
  During the above interval (before 16:18:27 or
  after 16:41:57), you visited the history bets page, where we see the related
  requests, but a cash out request was never initiated.
  
  In the period from 16:18:27 to 16:41:57 we see no
  activity taken by you. In the log files there is no movement for these bets.
  
  We did not receive any requests from you between
  16:18:27 and 16:41:57 either to visit the page to receive a cash out offer or
  to have attempted one.
  
  As mentioned above, your session then timed out at
  16:48:26.
  
  If it's easy for you to send us a recorded video
  showing the timestamp and all the steps that you made so we can see exactly
  what happened, we would be happy to investigate this matter for you further. A screen recording would be of assistance if this happens in the
  future, or a phone call or live chat into our support centre at the time of the
  issue occurring.

  
  A friendly reminder as mentioned in our previous response, per
  our PlayNow
  Sports Betting Game Conditions, BCLC makes no guarantees that
  Cash Out will be available.

  Customer Answer

  Date: 14/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because they keep on giving the same response over and over again. On top of this I am being told to send video recording proof of the problem occurring. If they will accept a video recording as proof then maybe they should write that below each bet so customers are aware of what to do when they are being *******. In regards to the calls I received they were not answered as I was gone to ****** so I had more things to deal with rather than having to deal with something which isn’t making any progress. You have admitted my session was timed out so that could be the reason I wasn’t able to cash out, which should be enough proof it wasn’t only an issue at my end but you continue asking for videos which I don’t have. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 22/12/2022

  PlayNow was fully operational during the time frame in question, and cashouts were available. The player's session timing out indicates an error on their end, not PlayNow's. A session timing out means that they were logged out, typically due to inactivity or deviating away from the app or website, even if only for a few minutes. It is possible they still saw the cashout screen while logged out, but wouldn't be able to complete transactions until they logged back in.
  
  We were able to track the player's activity through two different monitoring systems. During the time stamps in question not only do we see the session as being timed out, but we don't see any attempts from the player to click on tabs or buttons on the website. We were also not contacted for assistance during the incident to assist with troubleshooting. Activity on the account didn't resume until much later once the player logged back in to the website/app.
  
  There is nothing to indicate that they were attempting to cashout until well after the time in question so we will not be changing the payout for the wager or refunding the wager. 
  
  A screenshot or a recording will not change the outcome, however it can help us determine what the issue is much sooner without having to refer to a monitoring system. 

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Playnow is ******* ***** ***** ** **** **** and putting the blame on the customer without and proof. “A screenshot or a recording will not change the outcome, however it can help us determine what the issue is much sooner without having to refer to a monitoring system.” Basically they have been asking me for a screenshot but even if I was to provide a screenshot it would not change the decision. So regardless they are not going to admit any wrongdoing but instead keep stating the same facts.
  
  
  
  Sincerely,
  
  
  
  ***** ****