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:23/08/2022

  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.
  
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