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:04/16/2024

  Type:Order 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 got charges on my credit card from this so called company!!!! I called the credit card company and said I never authorized the charges!!! They refunded my card !!! Now these guys are sending me payment checks !!!! I never authorized any of these charges

  

  Business Response

  Date: 04/19/2024

  John  ******
  *****************************************
  ****************, **. 33903
  
  BBB CASE NUMBER: 21585212
  
  Our Account Number: *******- **********: VIP Preferred Number: 7779219974
  
  Dear *********************,
  
  Pavilion Payments Check Services, LLC. is a third-party payment processor that specifically provides check and electronic check (ACH) guarantee services to its clients.  Consumers are able to enroll in our VIP Preferred Check Cashing Program that allows them to link their designated banking account to conduct ACH transactions with merchants utilizing our service.  Consumers who successfully enroll in our VIP program are granted a seven-day, revolving check cashing limit. 
  
  On 01.04.2024 the patron of record enrolled into our VIP Preferred Check Cashing Program with BETMGM, LLC. on 03.31.2024. On 03.31.2024 and 04.01.2024 there were several transactions processed through BETMGM, LLC and guaranteed by our organization. Subsequently, our organization funded our client BETMGM, LLC and debited the patrons designated bank account on file ************ 360) the next business day per our terms and conditions. Below is a list of the transactions:
  
  Date                             Amount          
  03.31.2024                    $40.00
  03.31.2024                    $40.00
  03.31.2024                    $40.00
  04.01.2024                    $10.00
  04.01.2024                    $10.00
  04.01.2024                    $11.00
  
  The guaranteed transactions were returned to our organization as INSUFFICIENT FUNDS.  In addition, per our terms and services each return was assessed a service fee.
  
  In lieu of the most recent correspondence per the patrons request we have placed all the accounts in our internal fraud queue and have ceased our recovery efforts.  If the patron has any further inquiries, we have assigned a dedicated manager to assist with any further inquires.
  
  *************************************- Manager
  Email address: *******************************************************************
  Phone: ************** 
  
  We thank you very kindly for the opportunity that was created to address your concern.  If you require any further assistance, please do not hesitate to contact us.
  
  
  Best regards,
  
  Pavilion Payments Check Services, LLC.               

  Customer Answer

  Date: 04/22/2024

   
  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:04/10/2024

  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.

  Wrote a check to lil 6 casino, got bill from them for ***** paid it, in the mean time they took it out of my account. I received a refund check from them for ***** however, us bank couldnt cash it because it had no routing number or account number on ********************. It took almost two months to receive and its worthless

  

  Business Response

  Date: 04/11/2024

  *****************************
  8747 **************** Unit #***
  ********************************, **. 55076
  
  BBB CASE NUMBER: 21555062
  
  Our Account Number: **********: VIP Preferred Number: **********
  
  Dear *****************************,
  
  Pavilion Payments Check Services, LLC. is a third-party payment processor that specifically provides check and electronic check (ACH) guarantee services to its clients.  Consumers are able to enroll in our VIP Preferred Check Cashing Program that allows them to link their designated banking account to conduct ACH transactions with merchants utilizing our service.  Consumers who successfully enroll in our VIP program are granted a seven-day, revolving check cashing limit. 
  
  We received your concern on 04.10.2024 and as a result, we had escalated your concern to our ******************* for further research. As of 04.11.2024, we were notified that there was an administrative error in the processing of the refund to the patron.  Our organization sincerely apologizes for the interruption and the delay this has caused the patron as our ultimate goal is to provide a seamless service.
  
  In lieu of the most recent correspondence received by our patron, we have attempted to contact the patron and inquire if it would be acceptable to conduct an ACH transfer to the patron of records bank account on file to expedite the refund.  In addition, we have assigned a dedicated manager to assist the patron with this request. Below is their contact information:
  
  *************************
  Email address: *******************************************************
  Phone: **************
  
  We again sincerely apologize for our error, and we thank you very kindly for the opportunity that was created to address your concern.  If you require any further assistance, please do not hesitate to contact us.
  
  
  Best regards,
  
  Pavilion Payments Check Services, LLC.

• Initial Complaint

  Date:04/04/2024

  Type:Billing 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.

  On 3/23 and 3/24 I used this service for a total of $80. My accounted ended up being hit with fraud (not involving this company) and I had to close my account. Since it had been a couple days since I did this transaction I figured that it had come out of my account already and didnt think twice.On 4/4 I get a letter in the mail saying I now owe $380!!! $300 of it is in returned check fees. Not only is that crazy but on the terms and conditions it says $15 or the *** allowed by your state. The *** allowed by my state is $25.Now I dont mind paying the $80 but my 'fun day' just cost me more then that over and oversite. ****** learned

  

  Business Response

  Date: 04/09/2024

  ***************************
  2059 *****************
  ***********, **. 40065
  
  BBB CASE NUMBER: 21531632
  
  Our Account Number: ********, *********************, **********, **********, **********: VIP Preferred Number: 7779114164
  
  Dear ***************************,
  
  Pavilion Payments Check Services, LLC. is a third-party payment processor that specifically provides check and electronic check (ACH) guarantee services to its clients.  Consumers are able to enroll in our VIP Preferred Check Cashing Program that allows them to link their designated banking account to conduct ACH transactions with merchants utilizing our service.  Consumers who successfully enroll in our VIP program are granted a seven-day, revolving check cashing limit. 
  
  On 01.04.2024 the patron of record enrolled into our VIP Preferred Check Cashing Program with IGT GLOBAL SERVICES CORP. On 03.23.2024, 03.24.2024, 03.25.20024, and 03.26.2024 there were several transactions processed through WWW.KYLOTTERY.COM and guaranteed by our organization. Subsequently, our organization funded our client WWW.KYLOTTERY.COM and debited the patrons designated bank account on file (COMMONWEALTH CU) the next business day per our terms and conditions. Below is a list of the transactions:
  
  Date                             Amount           
  03.23.2024                    $10.00
  03.23.2024                    $10.00
  03.24.2024                    $10.00
  03.25.2024                    $10.00
  03.26.2024                    $20.00
  03.26.2024                    $20.00
  
  The guaranteed transactions were returned to our organization as ACCOUNT CLOSED.  In addition, per our terms and services each return was assessed a service fee.
  
  In lieu of the most recent correspondence per the patrons request we have waived the return fees assessed by our organization. At this time, the principal amount of the transactions remain due to our organization.  If the patron needs any assistance, they can contact the following manager for any assistance:
  
  *************************************- Manager
  Email address: *******************************************************************
  Phone: ************** 
  
  We thank you very kindly for the opportunity that was created to address your concern.  If you require any further assistance, please do not hesitate to contact us.
  
  
  Best regards,
  
  Pavilion Payments Check Services, LLC.                

• Initial Complaint

  Date:03/12/2024

  Type:Order 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.

  Pavilion payments has been contacting my in laws saying I owe them $10 on an $800 loan that I SUPPOSEDLY signed up for using my in laws information. THIS IS COMPLETELY FALSE!!!! I have never nor would I ever use my in laws information to sign up for anything!!! I have not signed up for VIP anything and this company insists that I owe them when I have NEVER borrowed money to play any lottery. Also why is a company in ********* processing Virginia lottery "loans"? This is ABSOLUTELY A SCAM!!! REPORT THEM TO YOUR LOCAL POLICE OFFICE IF THEY CONTACT YOU!!! DO NOT GIVE THEM ANY MONEY!!! I'LL BE GOING TODAY TO FILE MY REPORT!!

  

  Business Response

  Date: 03/12/2024

  *********************************
  ********************************************
  *******, **. 23434
  
  BBB CASE NUMBER: 21420468
  
  Our Account Number: *******: VIP Preferred Number: **********
  
  Dear *********************************,
  
  Pavilion Payments Check Services, LLC. is a third-party payment processor that specifically provides check and electronic check (ACH) guarantee services to its clients.  Consumers are able to enroll in our VIP Preferred Check Cashing Program that allows them to link their designated banking account to conduct ACH transactions with merchants utilizing our service.  Consumers who successfully enroll in our VIP program are granted a seven-day, revolving check cashing limit. Our services do not provide loans nor an forms of extensions of credit.
  
  On 07.13.23 the patron of record enrolled into our VIP Preferred Check Cashing Program with **********************. On 12.23.23, there was a transaction for $10.00 processed through our client ************************ and guaranteed by our organization. Subsequently, our organization funded our client and debited the patrons designated bank account ************ 360) on file the next business day per our terms and conditions. For your review, we have also attached a copy of the transaction that was guaranteed by our organization.
  
  The guaranteed transaction was returned to our organization on 12.29.23 by the patrons bank as INSUFFICIENT FUNDS.
  
  In lieu of the most recent correspondence received through the BBB portal, please be assured that we have ceased all recovery efforts and have placed this claim in our fraud queue. In addition, we have placed the phone number on file in a do not contact status and the patron VIP Preferred account has been closed.
  
  We thank you very kindly for the opportunity that was created to address your concern.  If you require any further assistance, please do not hesitate to contact us.
  
  
  
  Best regards,
  
  ************************;              

  Customer Answer

  Date: 03/14/2024

   
  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:03/06/2024

  Type:Product 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 have been using VIP Check for almost a year. I happened to look through the transactions and saw that for nearly every withdrawal (25 total) I was being charged a $35 fee for supposed bounced check. I spoke to my bank and they said they did not decline these funds. And yet I have almost $900 in bounced check fees.I called and was able to speak to **** who was helpful but personally could not refund the fees and referred me to the payments division. He also told me that no reason was given by my bank as to why the payments were declined. My checks always clear for VIP so theres clearly something amiss and *** paid heavily for it.I hope this can be resolved.

  

  Business Response

  Date: 03/07/2024

  *****************************
  ******************************** 1B
  Brin, **. 10456
  
  BBB CASE NUMBER: 21392538
  
  Our Account Number: ******** *********** Preferred Number: **********
  
  Dear *****************************,
  
  Pavilion Payments Check Services, LLC. is a third-party payment processor that specifically provides check and electronic check (ACH) guarantee services to its clients.  Consumers are able to enroll in our VIP Preferred Check Cashing Program that allows them to link their designated banking account to conduct ACH transactions with merchants utilizing our service.  Consumers who successfully enroll in our VIP program are granted a seven-day, revolving check cashing limit. 
  
  On 04.22.2022 the patron of record enrolled into our VIP Preferred Check Cashing Program with *******, our client. From the time frame of 06.01.2023 02.26.2024 there were several transactions that were guaranteed for our clients BETMGM, LLC and POINTSBET **.  We have included transactions in the attachment that were processed and guaranteed by our organization where funding occurred for our patron *****************************.
  
  Subsequently, our organization funded our clients BETMGM, LLC and POINTSBET ** and debited the patrons designated bank account on file ********************* the next business day per our terms and conditions for the patron of record.
  
  The transactions that were approved by our organization and where funding occurred to the patron were returned to our organization by the patrons bank as Uncollected Funds. Although there may be several reasons to describe this specific return reason, typically it is the result of the bank receiving a check or ACH deposit, but the funds are not yet available. We have included the transactions that were returned within the attachment.
  
  As a standard business practice and in alignment with our terms and service, our organization assessed a service fee for each transaction that did not clear the patrons bank account when our organization initiated the original debit for the transactions that were processed through our VIP Preferred program.
  
  As a result of the returns that did not clear the patrons bank account, our organization resubmitted each transaction including our fees to the patrons bank account on file per our terms and services. Upon representment, the transaction referenced cleared the patrons account and as of to date, there are no outstanding return transactions pending with our organization.
  
  On 03.06.2024, our ************************* ******************** spoke with the patron ***************************** and our operating system notes indicate that the patron explained that there may have been a bank error.  If the patrons position is that these were a result of an error by their bank, they can dispute the $35.00 transaction with their bank. Once the items are returned to our organization, we can disposition them as disputes within our operating system.
  
  In addition, we will initiate contact with the patron to assist with any inquiries. We have a member of our management staff to assist with any inquiries.  Below is their contact information:
  
  Name: *************************
  Phone Number: ************** 
  Email: *******************************************************
  
  We thank you very kindly for the opportunity that was created to address your concern.  If you require any further assistance, please do not hesitate to contact us.
  
  Best regards,
  ************************;              

  Customer Answer

  Date: 03/10/2024

   
  Complaint: 21392538
  
  I am rejecting this response because:
  
  I already spoke with my bank and they are not going to be able to refund/refute these charges. If you have already received the funds, I would like them refunded to me directly.

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

  

  Business Response

  Date: 03/11/2024

  *****************************
  ******************************** 1B
  Brin, **. 10456
  
  BBB CASE NUMBER: 21392538
  
  Our Account Number: ******** ****************** Preferred Number: **********
  
  Dear *****************************,
  
  Pavilion Payments Check Services, LLC. is a third-party payment processor that specifically provides check and electronic check (ACH) guarantee services to its clients.  Consumers are able to enroll in our VIP Preferred Check Cashing Program that allows them to link their designated banking account to conduct ACH transactions with merchants utilizing our service.  Consumers who successfully enroll in our VIP program are granted a seven-day, revolving check cashing limit. 
  
  We have received your follow-up request as a result of our previous response on 03.11.2024.
  
  The transactions that were approved by our organization and where funding occurred to the patron were returned to our organization by the patrons bank as Uncollected Funds as stated in our previous correspondence.  In alignment with our Terms and Services, each transaction that was returned by our patrons bank was assessed a service fee and submitted to the patrons bank account that was enrolled with our organization.
  
  Our internal records also indicate that on 03.06.2024, our ************************* ******************** spoke with the patron ***************************** and our operating system notes indicate that the patron explained that there may have been a bank error.  To date, our organization has not received any supporting documentation from the patron nor the patrons bank that the returns that were guaranteed by our organization were a result of a banking error.  
  
  As a result of the most recent correspondence received by the patron and as a good faith gesture to cure the patrons concern, our organization will initiate a refund for the $860.00 that was assessed because of the returns. Please note that this request could take up to 30 days, but our intent is to accommodate this request as soon as possible once approval is issued from our corporate offices.
  
  We thank you very kindly for the opportunity that was created to address your concern.  If you require any further assistance, please do not hesitate to contact us.
  
  Best regards,
  ************************;              

  Customer Answer

  Date: 03/12/2024

   
  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. 
  

  I will follow up to receive the refund. I appreciate your honest business practices. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/02/2024

  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.

  10 ECHECKS OF $60 EACH WAS WITHDRAWN FROM MYACCOUNT. ECHECKS I NEVER AUTHORIZED. TOTAL OF $600 WAS WITHDRAWN I HAVE TO GO BACK AND SEE HOW MANY TIME THIS COMPANY HAS WITHDRAWN MONEY THAT HAS NOT BEEN AUTHORIZED

  

  Business Response

  Date: 03/04/2024

  *****************************
  1750 ***********************.
  ******, **. 07065
  
  BBB CASE NUMBER: 21376444
  
  Our Account Number: ********** ********** Preferred Number: **********
  
  Dear *****************************,
  
  Pavilion Payments Check Services, LLC. is a third-party payment processor that specifically provides check and electronic check (ACH) guarantee services to its clients.  Consumers are able to enroll in our VIP Preferred Check Cashing Program that allows them to link their designated banking account to conduct ACH transactions with merchants utilizing our service.  Consumers who successfully enroll in our VIP program are granted a seven-day, revolving check cashing limit. 
  
  On 12.18.2018 the patron of record enrolled into our VIP Preferred Check Cashing Program with GAMESYS US. On 1.18.2024, there were several transactions each for $***** processed and guaranteed by our organization for our client *******. Subsequently, our organization funded our client ******* and debited the patrons designated bank account on file (USAA FEDERAL SAVINGS) the next business day per our terms and conditions for the patron of record.
  There was a total of 27 transactions that were guaranteed by our organization each for $*****.
  
  On 01.24.2024, all the 27 transactions were returned by the patrons of record bank - USAA FEDERAL SAVINGS for INSUFFICIENT FUNDS. Per our terms and service our organization assessed a return fee of $***** for each returned transaction.  Below are the details where the transactions were processed, the batch date (the date returned to our organization) the internal account number, the amount of the transaction, and the service fee assessed for each return.
  
  Merchant Date Processed Batch Account  $  Service
  ******* ******************* HALJ175041  $    *****  $        *****
  ******* ******************* HALJ175042  $    *****  $        *****
  ******* *******************  HALJ175043  $    *****  $        *****
  ******* ******************* HALJ175044  $    *****  $        *****
  ******* ******************* HALJ175045  $    *****  $        *****
  ******* ******************* HALJ175046  $    *****  $        *****
  ******* ******************* HALJ175047  $    *****  $        *****
  ******* ******************* HALJ175048  $    *****  $        *****
  ******* ******************* HALJ175049  $    *****  $        *****
  ******* ******************* HALJ175050  $    *****  $        *****
  ******* ******************* HALJ175051  $    *****  $        *****
  ******* ******************* HALJ175052  $    *****  $        *****
  ******* *******************  HALJ175053  $    *****  $        *****
  ******* ******************* HALJ175054  $    *****  $        *****
  ******* ******************* HALJ175055  $    *****  $        *****
  ******* ******************* HALJ175056  $    *****  $        *****
  ******* *******************  HALJ175057  $    *****  $        *****
  ******* ******************* HALJ175058  $    *****  $        *****
  ******* *******************  HALJ175059  $    *****  $        *****
  ******* ******************* HALJ175060  $    *****  $        *****
  ******* ******************* HALJ175061  $    *****  $        *****
  ******* ******************* HALJ175062  $    *****  $        *****
  ******* *******************  HALJ175063  $    *****  $        *****
  ******* ******************* HALJ175064  $    *****  $        *****
  ******* ******************* HALJ175065  $    *****  $        *****
  ******* ******************* HALJ175066  $    *****  $        *****
  ******* ******************* HALJ175067  $    *****  $        *****
  Total
   $ ******  $     ******  $ ********
  
  In addition, we have provided a copy of each transaction that was processed through our client.
  
  As a result of the returns that did not clear the patrons bank account, our organization resubmitted each transaction including our fee to the patrons bank account on file per our terms and services.
  
  If the patron believes the initial transactions were not conducted by them, they can dispute the drafts that were submitted with their banking establishment. Once the items are returned to our organization, we can disposition them as disputes within our operating system.
  
  In addition, we will initiate contact with the patron to assist with any inquiries. We have assigned two members of our management staff to assist with any inquiries. Below are their contact information:
  
  Name: *************************************
  Phone Number:  **************
  Email: *******************************************************************
  
  Name: *************************
  Phone Number: ****** ********* 
  Email: *******************************************************
  
  We thank you very kindly for the opportunity that was created to address your concern.  If you require any further assistance, please do not hesitate to contact us.
  
  Best regards,
  ************************;              

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I won $565 from Four Winds Casino app. Money from Four Winds was transferred to Pavilion Pay on 2/5/24 and according to Four Winds, should have been processed and sent to me by 2/9/24. 2/14/24 called Pavilion Pay and spoke to *******. On my account there was no bank information listed. Information for my bank provided. ******* requested a tracer.2/16/24 - spoke to ***** at PP. Was told "you need to wait" as tracers could take time. 2/18/24 - I reviewed the bank information listed on Four Winds site. Realized that the bank routing number was incomplete (missing a number) - could that be why PP had no bank info for me??2/23/24 (9:25am) spoke to ******* at PP. She reports that the bank reversed the transaction then said there was no actual reversal. (How can that be if my bank never received the money?) ********* to a manager & promised a call back in 2-3 hours. Never received a call back. 2/23/24 (130 pm) spoke to ***** at PP. Was told again "you need to wait these things take time." I asked to speak to a manager. ***** attempted to reach manager and I was informed a manager would call me within ***** hours. Again, I did NOT receive a call from a manager or anyone at PP.2/29/24 spoke to ****** at PP. She looked into the matter and told that this was escalated to the system architect, and I was told to call back later in evening to see if there was anything new.Clearly, this is a joke. Every time I call to ask about where my money is, I get a different answer. I have been dealing with this matter for 12 business days and Pavilion Pay has had my money for almost an entire month.

  

  Business Response

  Date: 03/01/2024

  03.01.2024
  
  Better Business Bureau ****
  Case Number:  21365898
  Consumer Name:  ***********************
  Merchant ID number:  **********
  
  Dear BBB Customer Relations Advocate, 
  ******************************************* Gaming Services **** (formerly Global Payments Gaming Services, **** AKA GPGSI) is a third party payment processor.  We provide check and ACH guarantee services to Gaming merchants that accept physical and electronic checks (ACH) for services throughout the U.S.  We received your correspondence and have reviewed the facts within our operating system.
  
  On 2.5.2024 Pavilion Payments received and processed a disbursement request for $565.07 for patron ***********************.  
  
  On 2.13.2024 *********************** called for their withdrawal amount and it was determined that there was no bank attached to the patrons VIP Preferred account. The bank account was updated during this call by a member of the customer service team, and a ticket was opened to obtain the Trace ID for the transaction.
  
  On 2.20.2024, Pavilion Payments was notified by the processing bank that due to the routing number being invalid, the $565.07 transaction could not be processed. 
  
  On 2.23.2024, *********************** called the Pavilion Payments customer service department to escalate that the funds were still not available.
  
  On 2.29.2024, an additional call from the patron led to an internal escalation that resulted in the funds being reversed back to the original iGaming site Four Winds from where the disbursement request originated.  
  
  At this time, the patrons $565.07 has been returned to Four Winds to be reprocessed in whichever method the patron has available to them on the site. If there are any further questions/concerns we welcome the customer to reach out to the **************** Sr. ******* *************************** at ************.
  
  
  Best regards,
  
  **************************;            

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21365898
  
  I am rejecting this response because:
  As of 3/4/24 there is no money in my account at Four Winds.. I have included the screenshot with date and time in left hand corner and amount in right corner as well as transactions since 2/19/24. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/06/2024

  March 6, 2024
  
  Better Business Bureau Inc.
  Case Number: 21365898
  Consumer Name: ***********************
  
  
  Dear BBB Customer Relations Advocate,
  
  On 2.29.2024, the patrons $565.07 was processed to be returned to Four Winds.  Records show that Pavilion Payments received a withdrawal request on 3/4/2024 for the patrons $565.07 to be reprocessed through their VIP Preferred account.
  
  
  At this time, the transaction has been processed. If there are any further questions/concerns, we welcome the customer to reach out to the **************** Sr. ******* *************************** at ************.
  
  
  We thank you very kindly for the opportunity that was created to resolve the patrons concern and we apologize for any interruption this has caused the patron.
  
  
  
  Best Regards,
  
  ***************************

  Customer Answer

  Date: 03/07/2024

   
  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. The money was refunded back to Four Winds and deposited into my account on 3/5/24. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/16/2024

  Type:Billing 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.

  Received three letters in the mail from their debt collection agency. They said I owed a total of $8705. I never borrowed the money. I never gambled on these said sites. There was obvious fraud here. They didnt have my accurate phone number, email address, or bank information. Someone must have hacked the account on their end. They refuse to do anything about it and said I was on the hook for the fraudulent charges. I will have to file a police report with them on this situation. Please beware of the fraud of this company. They told me to dispute charges with the sites. I have no idea what the sites are because I did not go on any of these sites. My account was obviously hacked and they are unwilling to do anything about it. This is causing emotional distress. I kept getting transferred between departments and no one seemed to know what to do. Just spoke with supervisor, who cant give his name and contact number. He said he would send a fraud package. Awful experience. Very scary. Not sure how they would let some fraudster change my info via a phone call. I will update when I find out more.

  

  Business Response

  Date: 02/19/2024

  *******************************************
  36 *********************
  ********, **. 18954
  
  BBB CASE NUMBER: 21305012
  
  Our Account Number: *********, ***********************: *** Preferred Number: 7777229987
  
  Dear *****************************************,
  
  Pavilion Payments Check Services,LLC. is a third-party payment processor that specifically provides check and electronic check (ACH) guarantee services to its clients.  Consumers are able to enroll in our *** Preferred Check Cashing Program that allows them to link their designated banking account to conduct ACH transactions with merchants utilizing our service.  Consumers who successfully enroll in our *** program are granted a seven-day, revolving check cashing limit. 
  
  On 02.19.2019 the patron of record enrolled into our *** Preferred Check Cashing Program with IGT D.B.A HOLLYWOODCASINO. On 01.06.2024, there were two transactions for $250.00 and $8000.00 processed for our clients BETWAY-** and SUPERBOOL and guaranteed by our organization. Subsequently, our organization funded our client and debited the patrons designated bank account (****** BANK) on file the next business day per our terms and conditions. In addition, on 01.08.2024 the patron of record processed another transaction at on our clients site SUPERBOOK for $350.00. Our organization funded our client and debited the patrons designated bank account (****** BANK) on file the next business day per our terms and conditions.
  
  The guaranteed transactions were returned to our organization on 01.10.2024 and 01.11.2024 as INSUFFICIENT FUNDS.  
  
  As of 02.09.2024, please be assured that all outstanding transactions that were returned have been dispositioned as fraud and there is no financial obligation to the patron of record as our organization has ceased these recovery efforts. In addition, the *** Preferred account has been closed as fraud.   
  
  If the patron of record has any further inquiries about their *** Preferred status, they may initiate contact with our ************************* Team. They can be contacted at ************.
  
  We thank you very kindly for the opportunity that was created to address your concern.  If you require any further assistance, please do not hesitate to contact us.
  
  
  Best regards,
  
  Pavilion Payments Check Services, LLC.

  Customer Answer

  Date: 02/19/2024

   
  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. I have never had a ****** bank account. This was an obvious fraud case and I am satisfied that they now admit that, and they will stop all attempts and trying to receive funds from me, as I never made these fraudulent transactions through ********* and Superbook-Con(two sites that are unfamiliar to me) totaling $8,600 and fees ($105). It is unfortunate that I cannot trust using this service anymore and that I wish my account to permanently close.
  
  Sincerely,
  
  *******************************************

• Initial Complaint

  Date:02/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received 3 letters today stating that 3 deposits I made into Draftkings did not go through due to a "INVALID ACCOUNT NUMBER". The first is for a $5 charge ******** in which I owe $30 worth of "service charges", the second is a $5 charge (DESI43 01) in which I owe $30 worth of service charges, and the third is a $10 charge (DESI43 02) in which I owe a $30 "service charge" for a total of $110 dollars for what would have been $20 of money. That being said, my money was deposited into DraftKings.

  

  Business Response

  Date: 02/05/2024

  *********************************
  43 ***************.
  East *************. 04030
  
  BBB CASE NUMBER: 21245137
  
  Our Account Number: ******, *********, and ********* VIP Preferred Number: 7779135431
  
  Dear *********************************,
  
  Pavilion Payments Check Services,LLC. is a third-party payment processor that specifically provides check and electronic check (ACH) guarantee services to its clients.  Consumers are able to enroll in our VIP Preferred Check Cashing Program that allows them to link their designated banking account to conduct ACH transactions with merchants utilizing our service.  Consumers who successfully enroll in our VIP program are granted a seven-day, revolving check cashing limit. 
  
  On 01.20.2024 the patron of record enrolled into our VIP Preferred Check Cashing Program with DRAFT KINGS. On 01.20.2024, there were Two transactions for $5.00 and $5.00 processed through DRAFT KINGS. On 01.21.24 there was One another transaction processed and guaranteed by our organization for $10.00.  Our organization funded our client DRAFT KINGS and subsequently, debited the patron of records designated bank account on file the next business day per our terms and conditions. For your review, we have attached the enrollment information captured within our operating system and the three transactions that were guaranteed by our organization that resulted in a deposit(s) for the patron.
  
  All three guaranteed transactions were returned to our organization on 01.24.24 as INVALID ACCOUNT NUMBER . In addition, per our terms and services each return was assessed a service fee of $30.00. On 02.02.2024, the patron of record paid all three returned transactions through our payment portal including the service fees that were assessed. Currently, there is no balance due to our organization.
  
  In lieu of the most recent correspondence received through the BBB portal, we have assigned a manager to assist the patron with any service fee inquiries. Below is their contact information:
  
  *************************************- Manager
  Email address: *******************************************************************
  Phone: ************** 
  
  We thank you very kindly for the opportunity that was created to address your concern.  If you require any further assistance, please do not hesitate to contact us.
  
  
  
  Best regards,
  
  Pavilion Payments Check Services, LLC.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21245137
  
  I am rejecting this response because: I am requesting a refund for the service fees I was charged. The service fees attributed the total bill to $110 dollars. I did not receive any notification from DraftKings, nor Pavillion Payments. I paid the balances promptly to avoid any damages to my credit score, and the collections office was closed all weekend. I would like a refund for the additional $90 I was charged for a charge I was never notified didn't go through. These charges are unreasonable and unaffordable compared to the original $20 I somehow owe. I have emailed the supervisor mentioned in the original response from the business. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/06/2024

  *********************************
  43 ***************.
  East *********, **. 04030
  
  BBB CASE NUMBER: 21245137
  
  Our Account Number: ******, *********, and ********* VIP Preferred Number: 7779135431
  
  Dear *********************************,
  
  We are in receipt of your second correspondence received on 02.05.2024 as we thank you for communicating with our organization.
  
  As of 02.06.2024, our manager ************************************* has communicated that our organization will refund the patron all the service fees assessed for the returned transactions that our organization guaranteed for our client and funded the patron of record.
  
  If you have any further inquiries,please utilize ************************************* as a resource for any further questions or concerns.
  
  We thank you very kindly for the opportunity that was created to address your concern.  If you require any further assistance, please do not hesitate to contact us.
  
  
  
  Best regards,
  
  Pavilion Payments Check Services, LLC.

• Initial Complaint

  Date:01/22/2024

  Type:Product 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 used this business's services in order to deposit money ($50) into a betting website. Once I had used the money and tried to pull out my winnings($90), the withdrawal didn't go through. About a couple weeks later, I was sent a letter in the mail saying that I owed them $70, which included the first $50 I deposited because it apparently didn't go through, which is not true at all, the entire transaction history is on the betting app. They also want to charge an extra $20 as a service charge. I don't owe any money to this business, and this seems like a scam or a scare tactic. I still haven't been able to withdraw my $90 in winnings from the app.

  

  Business Response

  Date: 01/24/2024

  Atakan Sistolu
  14 ******************
  *********, **. 10583
  
  BBB CASE NUMBER: 21183875
  
  Our Account Number: ****** VIP Preferred Number: **********
  
  Dear **************,
  
  Pavilion Payments Check Services, LLC. is a third-party payment processor that specifically provides check and electronic check (ACH) guarantee services to its clients.  Consumers are able to enroll in our VIP Preferred Check Cashing Program that allows them to link their designated banking account to conduct ACH transactions with merchants utilizing our service.  Consumers who successfully enroll in our VIP program are granted a seven-day, revolving check cashing limit. 
  
  On 1.7.2024 the patron of record enrolled into our VIP Preferred Check Cashing Program with BALLYBET.COM - **. On 1.07.2024, there was one transaction for $50.00 each processed and guaranteed by our organization for our client BALLYBET.COM - **. ***************************** funded our client BALLYBET.COM - ** and debited the designated bank account on file the next business day per our terms and conditions for the patron of record.
  
  The transaction for $50.00 that was processed and guaranteed by our organization was returned to our organization on 1.11.2024 as INSUFFICIENT FUNDS. Per our terms and service our organization assessed a return fee of $20.00 for returned transaction. On 1.11.2024, our organization sent the return items back to the patrons bank as representments / redeposit.
  
  To date, the patronsbank has not returned the representment for $50.00 and is reflected as paid within our operating system.
  
  In lieu of the most recent correspondence received through the BBB portal, please be assured that we have taken the necessary action to waive the service fee of $20.00 and have ceased all recovery efforts. In addition, we have included our terms of service, a copy of the transaction that was guaranteed by our organization and the enrollment information captured within our operating system. If the patron has any questions or any further inquiries directly related to a withdrawal, they can contact our ************************* ******************** at ************** Option#1. 
  
  We thank you very kindly for the opportunity that was created to address your concern.  If you require any further assistance, please do not hesitate to contact us.
  
  Best regards,
  
  ************************;             

  Customer Answer

  Date: 01/24/2024

   
  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,
  
  Atakan Sistolu