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:14/11/2022

  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.

  On September 23, 2022 I was at the ******** Casino in Langley and won a $3200 jackpot. While waiting to be paid out for my jackpot like I've done many times before I was approached by security who told me i need to leave the casino before he removes me physically as I was ineligible to claim my winnings. I said he was mistaken as I claimed multiple from that exact casino just days prior. He said he would get a supervisor showing me papers that stated i was ineligible which i am still waiting for 2 months later. NONE have ever been produced. * *** ********** **** ********* ****** ***** *** *** **** ** ******** and to be perfectly honest i feel as though they literally ***** my money from me. The following day I returned wanting my money as it fell on deaf ears the night before and I was given the remaining $80 that was in my machine when i hit the jackpot but was still denied the right to claim my $3200 jackpot. I have contacted BCLC many times in regards to this and NOBODY will give the time of day to have this issue resolved.

  Business Response

  Date: 23/11/2022

  Due to security
  and privacy reasons please refer to our Gaming Contact Act: 

  
    https://www.bclaws.gov.bc.ca/civix/document/id/lc/statreg/02014_01#section7 

  Customer Answer

  Date: 23/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because they dis not respond with any resolution other than for me to look at the gaming control act. BCLC must give written notice if any barring or suspension is in effect. If a person self excludes themselves they have signed documents. I asked for the paperwork showing that I was ineligible for my jackpot and the manager and head of security told me there was no paperwork. You literally ***** my money right out of my pocket and it’s not acceptable. And your response is garbage and that’s where it going. Into the garbage. So let’s try this again. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 29/11/2022

  BCLC provided the paperwork via email on October 6. In addition to this, on Nov 28 we initiated a new conversation to rectify the issue. A resolution to the initial jackpot complaint was agreed upon today, on November 29.

  Customer Answer

  Date: 03/12/2022

  well your right about it being paid finally but your wrong about it being agreed upon. You provided barring papers on October 6…. How does that mean I’m not eligible for a jackpot on sept 23? It doesn’t. Not only were you in the wrong for trying to keep my winnings but you are in the wrong for barring me for for something that you already barred me for 15 years ago. I submitted a reconsideration yet was denied due to my ******** ******* from 2009 and before. Last year I was barred as well for not having an updated employer or occupation. I submitted the reconsideration back then as well and it was granted. So why was it granted last year and why have I been allowed to play at BCLC casinos for the last 9 years and been awarded with free concert tickets free Canucks tickets both in private suites and then after I go on a massive winning streak all of a sudden you find my presence unwanted because of something 15 years old, already been punished for it wasn’t an issue last year when you did my review or the last 9 years when you did my review. Nothing new has come up legally with me and I actually have a full time job running heavy machinery. I’m sure the public would like to know that you held my jackpot with absolutely no valid reasoning and I’m sure they would love to know that if any of them make a mistake in life BCLC will gladly punish them multiple times over literally decades but leave years at a time where they feel it’s okay for them to lose their money at a casino. *** ** ******* ******* ** *** ** ** * *** * * ****** ****** ** ******** ***** **** ****** **** * ************ ****** ** ******* *** *** **** * ********** **** *** *** ********** ** ** *************. Just not by BCLC. And don’t worry the reconsideration panel proved that it discriminates and obviously doesn’t review any requests with the response to mine they sent. **** **** ** ****** ******* *** ******* **** ******* **** ******** *** ** ***** ***. And they literally said that my jackpot was paid out to me on September 23 at the cash cages. You just said it was paid out on the 29th of November. So they don’t look at the file. It’s just some guy with his head shoved up his rear who feels like he wants to cause somebody a headache in life. NOT ONE CALID REASON HS BEEN GIVEN FOR THE BARRING. You can’t use something you punished me for 15 years ago when nothing else has come up. **** ** ************** ** *** ******* And the bc ombudsmen agrees with me so I’m sure you’ll be hearing from them and they publish the whole story online for everybody to see. You guys judge people, ************ ******* ******* ****** *** ****** *** ******** ***** **** *** *** ****** *** *** ********* *** ** ***** **** **** *** **** **** ******** And your supposed to be fair gaming and trustworthy and sa safe place for people to come and work. ** ********* ** * *** ********** ** ** ******* ********** *** ******* ** ******** ********* *********** *** ****** **** ** ******** *** ** ****** *** ** ****** **** ***** ** ********* You guys should lose you gambling licence as a matter of fact after treating a guest with the service. *** ***** ** **** **** ** *** **** **** ******** ******* ***** *** *** *** *********** ** *** ****** ** ******* ** ********* ***** **** **** ******** **** ***

  that was incorrect. And I’m not letting this barring go until it’s reversed and I’m going to make a big issue out of it cu it’s wrong and you guys are in the wrong 100%
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:10/11/2022

  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 won and now they are not giving me my winnings. They say they are looking into it buts it’s been 2 months. They are saying it’s because after I won my ******* got interested and decided to open his own account, they say that’s not allowed. I’ve spent lots here and I finally get a return and now they don’t want to give it to me.

  Business Response

  Date: 17/11/2022

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

  
  Please do not hesitate to contact Customer Support
  directly by initiating a Live Chat on our site or calling PlayNow Support,
  toll-free, at 1-877-706-6789. Agents are available to assist you daily between
  the hours of 7:00 a.m. and midnight PT.

  Customer Answer

  Date: 19/11/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it’s not true, they have just recently called me and I missed the call, so I called back only to hear that they will call me back, which they have not!! The only call I’ve ever gotten from them was after I filed this complaint. I have sent so many emails which I have copies of and ya know what? Yup no response from them. I’ve even explained to the company how I’m a ****** of * children and that after I won how much I needed this. Then they proceeded to tell me how I should be spending my money. They locked me out of my account and gave me no answers to anything except they don’t have a time frame to get this done, even when I spoke to customer service they even said that have no idea why this would take so long. 
  
  
  
  Sincerely,
  
  
  ***** ********

  Business Response

  Date: 23/11/2022

  We have reached out to our player and resolved this misunderstanding. 

• Initial Complaint

  Date:27/10/2022

  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.

  Such a rip off of a website. Have deposited well over $10,000 in the last 2 months, have had nothing but technical glitches, and every time I report them it’s the same default response. “Try this, try that” I have already done that multiple times and nothing. Also, to show for that I have had no bonuses or large wins, so how do I know that the gameplay is not affected? I want refunds for the money I have deposited, as the games are not running properly, or I will take legal action to recoup.

  Business Response

  Date: 04/11/2022

  Regarding your
  concerns about our slot games, 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

  
  We are unable to
  provide a general refund for games played on PlayNow - please refer also to the
  PlayNow Player Agreement you agreed to upon registration (7.03 No Cancellation
  of Purchase).

  
  Please note
  PlayNow.com has responsible-gambling safeguards and resources including
  GameSense Advisors available via phone and online chat that you may find
  helpful. We also encourage you to visit GameSense.com or call the BC Gambling
  Support Line at 1-888-795-6111. 

  Customer Answer

  Date: 08/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: unacceptable response. Games are buggy, keep crashing all the time. How am I supposed to trust that the games are working properly in line with regulations if they can’t even make sure they work properly. I’ll be expecting my refund still.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 17/11/2022

  We do not provide refunds, please
  refer also to the PlayNow Player Agreement you agreed to upon registration
  (7.03 No Cancellation of Purchase).

  
  We apologize you
  have experienced technical issues and we do suggest the following:

  
  Please note that a
  minor disruption in internet connectivity may lead to game disconnections, it's
  always advised to follow the basic troubleshooting steps such as clear cache,
  temporary internet files, browsing history from the Web Browser, restart the
  mobile device or computer, restart the router/ modem and try on a different browser
  to access games and to avoid the disconnection from games.
  
  Prior to logging in and playing we would suggest running some trouble shooting
  steps to clear your browsing history and internet cookies, these are as
  follows:
  
  1. Clear your temporary internet files/cookies folder and restart your browser
  before each session
  2. Type www.playnow.com directly into your address bar instead of using a
  bookmark/saved link or a Google search.
  3. Close any open browser or program that you are not using while logged in to
  PlayNow.com.
  4. Pause or cancel the downloading/uploading of any files to/from your
  computer.
  5. Connect directly to your internet connection as opposed to using a wireless
  connection.
  
  Secondly, we would also suggest that your browser is meeting the operating
  requirements for PlayNow. For an optimal player experience and site performance
  on any device using playnow.com, we recommend using
  the following browsers:
  
  ****** ****** *** ****** ****** ******* ********
  ******* ******* ******* ********
  ****** *** ****** ****** ******* ********
  ********* **** ******* ********
  *** ********* ********* ********
  ******* *** **** *******
  *** ******* ********
  *** ******* ********
  ******* *
  
  

  
  We respect the
  privacy of our players and would suggest you contact us directly as we have
  resources available such as GameSense Advisors and can be reached by telephone
  and online.  We also encourage you to
  visit GameSense.com or call the BC Gambling Support Line at
  1-888-795-6111. 

  
  

• Initial Complaint

  Date:26/10/2022

  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 played on the website deposited over 500 the weekend the website was having problems but they didn't tell me there was problems they should have shut the website down fix it but they didn't. I thought it was my internet kicking me out of every game I played. Contacted them they said they know of the issues trying to fix them but they didn't close website didn't offer me anything. I feel like I've been frauded by them. This is a gamble website and they cheated not just me but alot of other ppl out of they money. If I lose fairly its fine but this is unacceptable.

  Business Response

  Date: 04/11/2022

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

  
  Please do not hesitate to contact Customer Support by
  initiating a Live Chat on our site or calling PlayNow Support, toll-free, at
  1-877-706-6789. Agents are available to assist you daily between the hours of
  7:00 a.m. and midnight PT.

• Initial Complaint

  Date:06/10/2022

  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.

  when playing slots on the website, the site frequently delivers a data error during spin process. This happened to me more than ten times during a short session. when making spins on a machine or an online machine, the timing of the triggering of the spin determines the random outcome of the prize or loss. if i start a spin and it is randomly lost due to a website error, that means it effects the outcome. The play now website is broken and potentially ******** people out of winnings.

  Business Response

  Date: 14/10/2022

  Our Customer Support team has reached out directly to our
  customer on October 11, 2022, via telephone and email and troubleshooting steps
  have been provided. 

  
  We thank you for your interest in PlayNow. If you continue
  to experience difficulties, please do not hesitate to contact us, visit us via
  Live Chat or by calling toll-free 1-877-706-6789. Agents are available to
  assist players daily between the hours of 7:00 a.m. and midnight PT.

• Initial Complaint

  Date:13/09/2022

  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.

  Have spent valuable hard earned money. Today after signing on during lunch, go to sign on in the evening, account is locked. Call, someone will reach out to me via e-mail....
  I have pending lottery I purchased, still had money in my account, missing points from past purchases and now cannot log in. **** ******* ** *******

  Business Response

  Date: 26/09/2022

  We have reviewed this complaint and
  are working directly with the player on a resolution.  

• Initial Complaint

  Date:06/09/2022

  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 have be continuously experiencing app crashes with PlayNow casino slots. I have contacted customer service multiple times and the keep telling me to clear my browser history and try using a different browser. Nothing has stooped my disconnections. I have a new ****** and very fast wifi (1 GB/s). The disconnections happen everywhere I play other that at home also. I feel like I have been ******* out of credits as the app always crashes mid spin and when it freezes I have a winning combination on the screen. After I close the app and restart a different outcome always happens. I feel this is unacceptable for a service that is taking your money each push of a button.

  Business Response

  Date: 14/09/2022

  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:01/09/2022

  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.

  Every time I use playnow it always shows “Network error”! It’s getting so annoying to reset your games every couple seconds! It would be nice to actually get through my full credits without having to get that message!! Get an app or something! Even when I’m at my home it always give me this message and logs me out bc I’m not in “location!” Fix your issues with your server!!

  Business Response

  Date: 08/09/2022

  PlayNow apologizes for this negative experience.

  
  Our Customer Support Team has reached out directly and has requested
  the further information such as exact date/time of the issues and screenshots
  to help us further investigate this with our Technical Support Team. 

  
  Once this information is provided
  we will work with this complainant for a resolution.

• Initial Complaint

  Date:30/08/2022

  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.

  Absolutely awful experience - I've been a PlayNow user for years, without issue. A couple weeks back, I deposit close to $7500 in funds to my account via prepaid **** cards. Several days later, my account is locked without explanation - after contacting support multiple times I'm directed to an auto-generated email mentioning that I had violated player terms and my account was locked and permanently banned for 1 YEAR. I was instructed to upload significant personal information (bank statement, explanation of where I acquired and was using the funds from etc.).
  
  I'm then told that it was unacceptable to deposit funds via prepaid cards and then withdraw without "sufficient gameplay". Once again, no real explanation is given - the prepaid cards I had used were $75 ****s, and I had purchased/received these as part of a contest through ******* **** *** ***** I had offered to share all receipts, evidence that the funds were mine etc.
  
  Instead, they continue with silence and do not provide any further explanation, other than about 1 week ago that "my funds are now refunded to the cards". Contacting **** multiple times, they have ZERO TRACE the funds were ever provided back. Whats more worrying, is the fact that I've contacted support numerous times and am told they will follow up - yet, the "Investigations Team" has failed to even acknowledge my correspondence (numerous emails and phone calls).
  
  All I want is my money back - this is an absolutely disgusting treatment of your player base, and ******* ************** **** *** *********** *********** **** **** ****** ******** **** **** ****** **** * ** ******* *** ** ******** ******* *** ******* ***** **** **** **** ***** ************ ****** ************  **** ****** * **** **** ********* ** **** *** ** ****** ******* ****** ******* *** **** ** **** ** ** *** **** ****** ******** ** ********* ** ******** ******** ********** ********** * *********** ***** ****** ***** *** ********

  Business Response

  Date: 08/09/2022

  We have reviewed this
  complaint and are working directly with the player on
  a resolution.

• Initial Complaint

  Date:23/08/2022

  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 am a regular player on playnow. I recently played the dreamwheeler game where the outcome of the game was put as wrong by the dealer. I placed over $10 on a number 10 including other bets. The wheel was at number 2 and slid back to 10 after a 7x multiplier. I was supposed to win 70 times my bet which is more than $700 but the dealer spinning the wheel announced the number 2 in a hurry and didn’t get any win. I talked to the customer care and after checking game logs they said the outcome was a 2. If they would have checked the video records for that timestamp, it would show that the outcome was wrong. They didn’t pay me anything but just returned the money I bet after a week. I felt like I was cheated. * *** ********* ** ******* ***** ***** *** **** *** ****** ***** ***** They are not checking the video of that particular round which is not good at playnow’s part. ** **** ****** ******* ** **** *** **** *** **** ** ****** I am highly disappointed.

  Business Response

  Date: 01/09/2022

  A thorough review of this request has concluded that the
  round of a Live Casino Dream Wheeler game in question completed correctly and
  paid as per the game rules. The review of both game server logs and a recording
  of the session did not detect any discrepancies, and the game resolved with no
  irregularities. We can confirm that a one-time refund was credited for this
  experience, and no further compensation will be provided.
  
  Please be informed that our web development teams have made
  the decision to support only modern operating systems and browsers to make use
  of new capabilities available in modern, up-to-date operating systems and
  browsers.
  
  For an optimal experience at Live Casino on any
  device, we recommend using:

  the following browsers:

  ****** ****** *** ****** ****** ******* ********
  ******* ******* ******* ********
  ****** ** ***** *** *** ******* ********
  ********* **** ******* ********
  *** ********* ********* ********
  ******* *** **** *******
  *** ******* ********
  *** ******* ********
  ******* * ******* ******* ** ******* ********
  
  Additionally,
  we always recommend clearing your cache and cookies for all time before each
  session for the best website performance.
  
  While previous
  operating systems and browser combinations may work on playnow.com, some
  functionality or information may not work or be displayed as expected. This
  includes minor visual delays during the gameplay. Due to this, as per the Player`s
  Agreement, in the event of any dispute or discrepancy regarding any aspect of
  your purchase and/or play decisions, the information in the computer systems
  will prevail, and only the purchase and/or play decision recorded by the
  computer systems will participate in the game.