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:10/10/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 07/21 and prior to that FortuneCoins aka Social Gaming LLC created an account on my behalf using stolen identity information. The company then proceeded to craft up a receipt written in Microsoft word which even a five year old could have created without a signature. Saying I made purchases to their company over $500 was charged to my account. I have never used their services. I did not agree to their terms and conditions. I have not signed anything for this company. I did not create any accounts with any of their platforms. Yet this company was advised by email the charges were fraudulent. They proceeded to suspend the fake account which I had no access to. The company then told me they denied my claim but yet couldn’t tell me where I authorized instead sending me a copy of their terms and conditions. I certainly replied advising I never agreed to any terms and conditions. Nor did I read it because I never accepted them. I did not create any accounts on their platform and it’s fraud. This company stole money from my debit card WITHOUT AUTHORIZATION OR CONSENT EVER BEING GRANTED. This company is a scam and I have reported them to the ftc. However they owe me a refund for the charges which they stole from my account. No authorization was granted and I have never signed any documents for this company. This account is fraud. Unauthorized and I didn’t agree to any of their terms either.

  Business Response

  Date: 10/24/2023

  Contrary to Mr. ********'s allegations, Fortune Coins or Social Gaming LLC cannot create accounts for individuals. This is an online gaming platform where individuals create an account providing the relevant information (valid email address, password and two factor authentication) to set up an account. Once an account is created the individual/end user solely controls the usage within that account created. On or about July 20 2023, Mr. ******** contacted customer support alleging a 'fake user ID' had been created. In accordance with our terms and conditions, we promptly proceeded to suspend the account based on Mr. ********'s correspondence. Mr. ******** further provided us with an email account which he believed was used to create a fake account on his behalf. We took all necessary steps that are required of us in accordance with our terms and conditions and as per Mr. ********'s request proceeded to close the account.  

  Customer Answer

  Date: 10/25/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. Social Gaming charged my bank account debit card without my permission for this fraudulent account. Social Gaming must have created the account or allowed someone to create the account. I did not create this account. Social Gaming DBA Fortunecoins charged my account over $700 these are fraudulent charges. I did reach out to social gaming in advance. I did not receive any benefits or services from their companies. I did not accept their terms and conditions, and I did not “two factor authenticate” to their system. They allowed a fraudster to steal my information and create this account. The business then proceeded to send receipts they crafted in Microsoft word showing general/ services were provided. No signature is on these receipts. No authorization was granted for these charges. Social Gaming profited off my loss and off the fraud that occurred. Yet I did not benefit from their services I in fact lost monetary benefits. My bank said that Social gaming provided this receipt and deducted these charges from my account. I did not grant authorization for these charges. I want all of these charges refunded. I did not accept this companies terms and conditions I did not agree to their terms. I have not received any terms and conditions and I find the receipts invalid. No signature is provided. Card was stolen and used to create and charge for this account. This is unacceptable. I do not have any accounts for this company and I did not agree to their charges. No proof has been provided proving I provided authorization. A receipt without a signature that only lists general/ merchandise / services does not provided valid authorization. I did not agree to said charges and I do not accept responsibility. Social gaming allowed fraud to occur and an account to be created without my permission. Please refund the $700 in charges that I DID NOT AUTHORIZE.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,
  Complaint ID: 20718482
   
  
  
  
   

  Business Response

  Date: 12/05/2023

  We have conducted a further investigation and we can confirm that contrary to Mr. ********* complaint above, no Microsoft word receipts were created or generated or sent to him. We do not know the origin of the receipt that Mr. ********* keeps referencing in his correspondence. In accordance with his claim above, we urge Mr. ********* to provide proof from his bank that the receipt was in fact sent by us.

  Customer Answer

  Date: 12/15/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I just now see the last response from the business I have a picture of the receipt they asked me to upload please reopen my complaint so I can attach it.Attached is my additional information. Please put I do not accept their response and write because this receipt attached is proof they sent my bank the receipt from Microsoft word. I attached the picture here, it is valid and my bank said it did come from social gaming.
  
  
  Regards,
  Complaint ID: 20718482
   
  
  
  
   

• Initial Complaint

  Date:08/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company owns "Fortune Coins Casino" which is ALLEGEDLY A "SOCIAL GAMING SITE"...WRONG!!! Yes...part of their platform is indeed "social gaming" when people buy "virtual coins" & play games w/NO EXPECTATIONS OF WINNING REAL MONEY!! BUT...THE OTHER HALF OF THEIR PLATFORM IS 100% ONLINE CASINO GAMBLING!!! WHICH IS TECHNICALLY ILLEGAL IN CALIFORNIA!! BUT...SOMEHOW FORTUNE COINS & ABOUT 10 OTHER "SOCIAL GAMING SITES" have manipulated their way thru the system & are operating their ILLEGAL ONLINE CASINOS IN CALIFORNIA!!! ANYTIME YOU SPEND REAL MONEY & MAKE A BET OF CHANCE ON ANY GAME W/THE POSSIBILITY OF A CASH PRIZE...THATS GAMBLING!!! They play this BS game of "oh buy our GOLD COINS & we will "GIVE YOU SOME FORTUNE COINS"...WHICH JUST HAPPEN TO BE THE SAME AMOUNT AS WHATEVER INCREMENT YOU PURCHASE"!!
  
  Well MY COMPLAINT IS: NOT ONCE...NOT 2X...BUT ON 3 SEPERATE OCCASIONS I EMAILED FORTUNE COINS AND ASKED, BEGGED, DEMANDED THAT THEY SHUT DOWN MY ACCOUNT IMMEDIATELY & PERMANENTLY & I HAVE THE EMAILS TO PROVE IT!! & I WAS IGNORED EVERY TIME!! THE REASON I ASKED WAS DUE TO A GAMBLING PROBLEM I HAVE THAT ACTS UP UNDER VERY STRESSFUL TIMES!! TIMES WHERE I DONT HAVE CONTROL OF MYSELF & WILL GAMBLE AWAY EVERY PENNY I HAVE!! I SHOULDNT HAVE HAD TO ASK A 2ND OR 3RD TIME BECAUSE IT SHOULDVE BEEN GRANTED THE 1ST TIME I ASKED!! BUT INSTEAD THEY SENT ME A BARRAGE OF QUESTIONS AND DEMANDED ALL THIS PERSONAL INFO THAT HAD NOTHING TO DO WITH CLOSING MY ACCOUNT!! ISNT IT A CASINOS DUTY (OR SOCIAL GAMING...WHATEVER YOU WANT TO CALL YOURSELF) ISNT IT YOUR DUTY AND RESPONSIBILITY TO IMMEDIATELY CLOSE DOWN AN ACCOUNT WHERE A PLAYER HAS EXPRESSED THEY HAVE A PROBLEM AND WANT YOU TO SHUT DOWN THEIR ACCESS TO THE ACCOUNT?? NOT MAKE THEM JUMP THRU ALL SORTS OF HOOPS AND PROVIDE ALL SORTS OF PERSONAL INFORMATION IN ORDER FOR YOU TO COMPLY WITH THEIR REQUEST?? ISNT THAT INCREDIBLY ABUSIVE OF YOU TO TAKE ADVANTAGE OF PEOPLE WHO HAVE TOLD YOU THEY HAVE A GAMBLING PROBLEM & YOU CHOOSE TO IGNORE

  Business Response

  Date: 09/06/2023

  We deny Ms. ***** ******* allegations as set out in the BBB complaint.  We empathize with Ms. *****'s situation. On or about October 28, 2022, Ms. ***** requested account closure and she was promptly provided with the procedure/steps to follow, to initiate the account closure, including her verification as the same individual requesting the closure of the account, in accordance with our terms and conditions. She failed to comply or take any steps provided to her to close the account. Our records indicate that Ms. ***** never informed us regarding any gaming issues that she alleged in her BBB complaint. As a business owner, we cannot take unilateral steps to close an account unless it contravenes with our terms and conditions. Each player must follow through certain steps including verifying their identity before a (non suspecting) account is closed. On multiple occasions thereafter, our customer support continued to inform Ms. ***** with all the steps required to close her account. She failed to do so. We operate in accordance with the permissible laws and regulations in each state and province where we are open for business. We are a social sweepstakes casino where no purchase is necessary to play and enjoy the casino styled games. Ms. ***** is well aware of this, given her knowledge that we are a social casino. Unfortunately, we cannot refund any purchases as it is against our policy. 

  Customer Answer

  Date: 09/14/2023

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 20509934

  
   
  

  
  
  

  What a JOKE!!! They requested ALL SORTS OF INFO THAT WAS #1 NONE OF THEIR BUSINESS & #2 IRRELEVENT IN REGARDS TO CLOSING MY ACCT!! How come in July they were able to close it without me providing ANY additional information?!?! Suddenly they magically believed it was me closing my account? Give me a break!! What a crock!! I agree....PART of their platform stands true to the "social gaming/sweepstakes model...BUT THE OTHER PART OF THEIR SITE IS STRAIT UP GAMBLING FOR MONEY WHERE U MIST PURCHASE COINS TO PLAY...WHICH ARE IN DIRECT RELATION TO THE "FC" YOU PLAY WITH & WHEN YOU CASH OUT THE "FORTUNE COINS" ITS A DIRECT CONVERSION...DOLLAR TO COIN!!! What I want to know is WHY DO THEY CLAIM TO BE SO WORRIED ABOUT THE IDENTITY OF THE PERSON TRYING TO CLOSE THE ACCOUNT?? THEY SHOULD HAVE ASKED ALL THOSE VERIFICATION QUESTIONS BEFORE THEY ALLOWED ME TO EVEN MAKE A DEPOSIT!!! THEY DONT CARE WHAT CARD YOU USE ON WHAT ACCOUNT THEY ACCEPT ANY AND ALL PAYMENTS W/NO QUESTIONS ASKED...THAT IS...UNTIL YOU TRY TO CASH OUT YOUR WINNINGS!! THEN SUDDENLY THEY NEED ALL THESE REDICULOUS VERIFICATIONS & THEIR LICENSE PHOTO VERIFICATION SOFTWARE IS A JOKE!!! IT KEPT KICKING ME OUT LF THE SYSTEM CLAIMING THE PICTURE WASNT CLEAR ENOUGH!!! THESE PEOPLE ARE STRAIT CON ARTISTS RUNNING AN ONLINE GAMBLING CASINO IN STATES WHERE ONLINE GAMBLING IS BANNED!!! A TRUE TO FORM "SOCIAL GAMING/SWEEPSTAKES CASINO" DOESNT ALLOW YOU TO CASH OUT REAL MONEY!!! ITS ALL JUST FOR FUN!! & THERE ARE SITES LIKE THAT ONLINE...BUT THIS ISNT ONE OF THEM!!! THESE PEOPLE HAVE NO BUSINESS OPERATING AN ONLINE GAMING CASINO IN THE STATE OF CALIFORNIA & THEY KNOW IT & IM NOT GOING TO STOP UNTIL THEY ARE SHUT DOWN!!! I AM NOT ALONE IN MY OPINION...THERE ARE THOUSANDS OF PLAYERS WHO FEEL THE SAME AS I DO & IF THEY DONT SHUT DOWN THAT PORTION OF THEIR WEBSITE WE WILL TAKE IT ALL THE WAY TO THE TOP TO PROVE THEYRE ILLEGALLY OPERATING IN CALOFORNIA AND THEY KNOW IT!!!  YOU DONT WANT TO REFUND MY MONEY?? NO PROBLEM!!! NOW YOU WILL HAVE TO REFUND MILLIONS OF DOLLARS TO ALL THE PLAYERS YOU DEFRAUDED IN CALIFORNIA!!! 

  
  

   

  Business Response

  Date: 10/02/2023

  Ms. ***** ***** is well aware of the procedure required to close the account as this was brought to her attention by the customer support representative on several occasions. As stated previously, we are unable to unilaterally close an account without first verifying the identity of the account holder due to account holder’s privacy and data security reasons. Ms. ***** continued to refuse to provide a valid photo ID which would enable us to conclude her verification step in a smooth manner. She continued to refuse to comply with this requirement which is clearly stated in our terms and conditions. We are a social sweepstakes casino and we operate well within the state laws where applicable. There is no obligation to purchase any coins to entertain oneself with casino style games on our website. 
  Best regards,

  Fortune Coins

• Initial Complaint

  Date:06/13/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  This company owes me 250.00 from transactions that I did not agree too. I have tried contacting them many times and got no help. As soon as I threatened legal action they blocked me,

  Business Response

  Date: 06/27/2023

  The customer created her account with Social Gaming LLC on 4/1/22 at 15:33 PM (EST). On or about June 2, 2023 11:12 AM (EST) , the customer wrote to the support and asked for a weekly free additional bonus . The same day, at 11:21 AM (EST), she was told that she did not qualify for an additional weekly bonus; she did not meet the qualification criteria. She was also informed how she could qualify for the future bonuses . On June 7th 2023  8:32 AM (EST), the customer requested to close her  account and stated she will pursue her attorney. 
  
  Contrary to her BBB complaint, the request to close down her account came after she was refused a weekly bonus promotion which she did not qualify for. 
  
  Following her written request , her account was closed on June 9th 2023 at 10:16 AM (EST).
  
  On June 19th at 06:36 AM (EST) the customer notified Social Gaming LLC that she had contacted the BBB.
  
  The customer now disputes some of her purchases alleging these purchases as ‘unauthorized’. 
  All goods and services were provided to the customer. The customer received immediate confirmation after making these purchases that the services were provided. She fully used the services and her request for a refund was raised only after not receiving a bonus which she was not entitled to. To confirm and for the purpose of this response, all card transactions are protected by 3DSecure credit card mechanism. As such, all liability for alleged unauthorized transactions falls to the bank and does not lie with Social Gaming LLC.
    
  Please let us know if there are any further questions in relation to this BBB complaint. 
  Best regards,
  Social Gaming LLC Team
  
  

  Customer Answer

  Date: 06/27/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.I did not authorize any more payments after our last email. You know you owe me 250.00 and I expect that money back/ I asked to close the account multiple times and no action was taken until I spoke of legal
  
  
  
  
  Regards,
  Complaint ID: 20178799