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:07/08/2025

  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 have been playing on the platform and my account was banned. I was told I had more than one account and broke the rules. They were aware I had an account prior to turning 18 that they didn't allow me to cash out from, but once I turned 18 I was allowed to have another account and the other was disabled and I was told I was okay to move forward playing that the other was disabled. Then they banned the new account kept over $1000 didn't return any money and I can't get in to cancel my card so they continue to debit my account monthly. They still have my account frozen and just keep replying still under review after two months. I only have one account that I've used since 18 I was told I was fine to play under the new account created after turning 18. My brother who is seven years older than me has a separate account and had also been banned now. In all players lounge has kept almost $3000 of my family money. My brother has a yearly membership he paid for up front and I have a monthly paid membership. Desired settlement .We just want both of our accounts reinstated but no one is responding to us

  Customer Answer

  Date: 07/08/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* *******
  
  
  
   
  
  

• Initial Complaint

  Date:06/05/2025

  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.

  I am filing a complaint regarding an unfair permanent ban on my Players Lounge account without prior notice or explanation. I was not informed directly about the ban; I only found out when a friend who had staked on me received a message stating I was banned for cheating activities. I strongly deny this accusation. The message said:Our investigation revealed that the player engaged in cheating activities, violating the Terms of Service. As a result, all stakers were refunded their entry fees, and the player was permanently banned. I have never cheated, exploited bugs, shared accounts, or engaged in misconduct. I played fairly and followed all rules. Players Lounge did not provide any evidence or opportunity to respond before banning me. This lack of transparency and due process is unacceptable. My account contained funds and winnings, and the sudden ban has financial consequences. I have tried contacting support multiple times but received no clear answers. I request:1.A detailed explanation of the evidence against me.2.An opportunity to appeal the decision.3.Clear communication about my account *************** of any remaining balance if the ban is upheld.I ask the BBB to assist in resolving this dispute fairly. Thank you in advance!

  Business Response

  Date: 06/30/2025

  Summary of Activity & Policy Violations

  After a comprehensive review of this accounts gameplay and betting activity, it was determined that the user violated multiple aspects of our Fair Play Policy, specifically:

  Intentional Underperformance (Sandbagging)

  The user deliberately played below their actual skill level during low-stakes or warm-up matches in order to manipulate future betting lines. This tactic creates an unfair advantage and directly violates our platforms competitive integrity standards.

  Farming Kills from Downed Players
  The user was also observed intentionally targeting downed players. This type of behavior is prohibited as it undermines fair competition.

  Fair Play Rules Violated:
  You may not intentionally play below your skill level to deceive opponents or gain an undue advantage.
  You may not exploit game situationssuch as farming kills from downed playersto manipulate results or gain a betting edge.
  
  Actions Taken

  In response to these violations:

  The account was permanently locked.
  All related bets were voided.
  The users deposit was refunded from the moment the violations were confirmed.

• Initial Complaint

  Date:05/29/2025

  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.

  I placed a bet using the Players Lounge platform. The bet was marked as a win by their system, and the winnings were credited to my account. A full week later, as I was trying to withdraw the money, my withdrawal was canceled and an admin adjustment was made to remove the *********** rule or term was broken on my part. They claimed the bet should have been a loss, but gave no proof and refused to accept accountability for their own platforms error. This seems like an abuse of power and a breach of their advertised service.When I questioned it and stated Id pursue legal action, they threatened to block my account. Then they actually did. This is unethical behavior, and Im filing this complaint to have my full balance returned and to warn other consumers.

  Business Response

  Date: 07/03/2025

  Thank you for reaching out to us regarding the adjustment to your balance. We appreciate your concern and the opportunity to clarify the situation.

  Upon review, it was found that your balance was adjusted due to staking on accounts that were found to be in violation of our Terms of Service (TOS). Specifically, our TOS prohibits certain actions, including staking on accounts that breach our guidelines to maintain a fair and secure environment for all users.

  It's important to note that the feature STAKE's winnings are not guaranteed until they have been cleared by our compliance team. If, after a bet is settled, it is discovered that a user was violating our TOS, the bets involved may be voided, and all users affected by the outcome are refunded, regardless of the initial result.

  We understand that this adjustment may be disappointing, and we apologize for any inconvenience caused. Our priority is to uphold the highest standards of fairness and integrity across our platform.
  If you have any further questions or require clarification on this matter, please do not hesitate to contact our support team at ***********************

  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:05/28/2025

  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.

  The company is a **************** gaming service that promotes gaming in certain genres promoting revenue for skill based gameplay. The company basically supports cheating by using a team of experts with non similar software as the developers of the game in question Call of duty:warzone and dont stand behind or support there policy in cheating despite confirmed in-game reports by the developers. I spent $60 the night of may *****th *************************************************************************** my bets. Try to confer with there customer service specialist who has experts who then conferred cheating had not been taking place despite on stream in mid-discussion with customer service showing signs of cheating within the bets that been made the same even which is all tracked through the app they have. I dont not appreciate being called a liar or how obviously the company may condone or profit of cheating of its consumers.

  Business Response

  Date: 07/03/2025

  Thank you for reaching out to us regarding cheating in our game. It's important to understand that Call of Duty (or any video game) operates as its own entity, and each game developer is responsible for implementing and maintaining their own anti-cheat measures.
  If a cheater is found within the game, it is typically the responsibility of the game's developers to address and mitigate such issues through their anti-cheat systems. While our company can take action within our own platform to a certain extent, our decisions do not extend to the operations or management of external games.
  We encourage you to report any instances of cheating directly to the game's support or anti-cheat team. They are equipped to investigate and take appropriate action within their game environment.
  Thank you for your understanding and for bringing this concern to our attention. If you have any further questions or need assistance, please feel free to contact us again.

• Initial Complaint

  Date:05/20/2025

  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.

  Players lounge said I have duplicate accounts, which I dont, I ask for them to show me why they locked my account and if another account was made it was fraudulent. It seems to me if you win to many bets they try to find a reason to lock your account. Now I have like $200 in my account which half of that I deposited and now they have my money and I cant even get it because my account is locked and support wont answer when I try to reach out to them.

  Business Response

  Date: 07/03/2025

  Thank you for bringing this matter to our attention

  Regarding the complaint about account suspension, it has come to our attention that the same ****** email was used across multiple accounts, which violates our Terms of Service on Payment and Account Security. Specifically, our terms state that each player must use their own personal payment methods to ensure account security and integrity.

  Sharing ****** accounts or credit card information for depositing funds into the game is strictly prohibited to maintain fairness and security across our platform. Violation of this policy may result in immediate account suspension or permanent banning from our service. ********************************************

  As part of our standard procedure, when such violations occur, the affected accounts are closed, and deposits are refunded to the original payment method used.
  We understand the inconvenience this situation may have caused and apologize for any misunderstanding. We encourage all users to review and adhere to our Terms of Service to ensure a positive experience for everyone.

• Initial Complaint

  Date:05/20/2025

  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.

  I won $300 they ask for my ID which I gave them and they said it didnt pass know your customer. I reach out to them to see why and they didnt give me no explanation, when I messaged them to many times they blocked my account from reaching out to support. In the pictures attached you can see our conversation and then see my account blocked from reaching out to support I believe they should be sued.

  Business Response

  Date: 07/03/2025

  Thank you for bringing this matter to our attention. The account in question was locked due to failure to pass our Know Your Customer (KYC) verification process and for staking on a sandbagging account. Sandbagging refers to the practice of deliberately lowering one's skill level or performance in order to gain an unfair advantage in competitive situations, which violates our fair play rules. *************************************************************************************************

  Our KYC procedures are in place to ensure compliance with regulatory requirements and to maintain the integrity of our platform. Staking on a sandbagging account is a violation of these rules, which are essential to fostering a fair gaming environment for all users.

  We understand the frustration this may have caused and apologize for any inconvenience. We want to assure you that we have refunded the user's deposit as part of our standard procedure as shown on the picture attached.
  Our priority is to uphold the highest standards of security and fairness for our community of users. 

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed multiple stakes some got lucky some unlucky. Im really new to this so when I hit big I got excited and tried to withdraw. They needed to verify my identity so I said no problem. I contact support because the app wasnt allowing me to take a picture of the back of my id. Some how they fixed it so I had to take a selfie and send in a picture of my id I even sent my id pictures to the support guy and they some how they determined that Im not who I am!

  Business Response

  Date: 05/19/2025

  Hi ********, your account was locked because deposits were made by a *. ********, violating our account sharing and KYC terms.  The ** verification issue you mentioned was not the primary reason for the lock as we were able to verify you manually.  All deposits and transactions must be made through the account owner only.

• Initial Complaint

  Date:05/05/2025

  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 gave them the proof that they requested and still didnt receive what was owed to me

  Business Response

  Date: 05/26/2025

  Hey ******, your account is not lock or limited.  And you're also verified to withdrawal if needed.  Was there another issue you had?

• Initial Complaint

  Date:03/21/2025

  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.

  So I bet on this player multiple times I have all screenshots etc but I was betting I won a couple hundred and I had 152 dollars before betting on this individual turns out he violated something I already withdrew 240 of the money I won from him I still had my 152 + what I won from him it was 390 something and some change they took all that and said my 62 in my account was withdrawn with the 240 i stopped a 90 dollar withdraw because I just won big and wanted to withdraw more theres a 300 dollar limit on withdraws so I cancelled and did 240 so the 90 dollars I took out was never mentioned so there saying I got 240 dollars from somebody who did what he wasnt supposed I also got 152 dollars thats I had and the 32 dollars I lost betting on him Im not a genius but Im missing money and they banned me from contact support so I cant even get my money and my balance is on 20 I understand he did something wrong but the 240 I already got got nothing to do with anything yall are supposed to give me my money I spent betting on him and the money I spent losing on him which is **************** I got all the screenshots

  Business Response

  Date: 03/28/2025

  Hey ******* we're unable to find an account with the info you provided.   There was a previous account under ************** which only has 4 bets placed and doesn't match the info provided in the complaint.

   

  Regarding the context of your complaint, we have a strict policy when it comes to stakes on bets where there's any prohibited conduct.  

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

  5.2 Bettor Violations
  Rule Breach by Bettor: If the Bettor is found to have violated our Fair Play Policy (e.g., cheating, hacking, collusion, or any prohibited conduct), the entire stake may be voided.
  Void or Refund: If the Bettors wager is voided due to a Fair Play Policy violation, winnings may be reclaimed and the Stakers entry fee (i.e., stake) may be refunded at Players Lounges discretion.
  Disciplinary Action: The violating Bettor may face additional consequences, including Match forfeiture, account suspension, or permanent ban.

   

  If you can provide the appropriate account details, Id be happy to investigate your issue further. Thank you!

  
  

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   That was completely on me the correct number is ************ I was just so mad at the time I was trying to send it and I wasnt thinking (I have two phones) but if you go back it look with this numbers you should find everything

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/15/2025

  Hey *******
  
  Looks like you were staking on an account that was found cheating.  Like I states before, we have a strict policy when it comes to stakes on bets where there's any prohibited conduct.  
  

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

  5.2 Bettor Violations
  Rule Breach by Bettor: If the Bettor is found to have violated our Fair Play Policy (e.g., cheating, hacking, collusion, or any prohibited conduct), the entire stake may be voided.
  Void or Refund: If the Bettors wager is voided due to a Fair Play Policy violation, winnings may be reclaimed and the Stakers entry fee (i.e., stake) may be refunded at Players Lounges discretion.
  Disciplinary Action: The violating Bettor may face additional consequences, including Match forfeiture, account suspension, or permanent ban.

   

  It looks like the winnings from those matches were removed and the bets were refunded.  I'd have no problem giving some credits for the bad experience but we can't add the winnings back for those stakes.  

  Let me know what would be a good resolution from your end and we'll try to work someting out. 

  Thank you

• Initial Complaint

  Date:03/19/2025

  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 app starting February 27th making bets to play warzone and everything was fine they were paying out and taking money on win loses. Everything was fine never said anything to me. So I needed up one night winning 1,655.54$ dollars. Withdrew my money and then on March 7th they did a admin adjustment balance and took the ********$ never messaged me or said anything. I messaged them for about 4 days with no reply. Then they finally replied saying I broke their terms of service and I kept asking them what did I do wrong and they said they would get back to me with an update. Another day they finally replied again saying the account is locked and they will be refunding me my deposit. Then I asked again what did I do wrong? No reply. So I messaged again a day later asking them what did I do wrong what terms of service did I break still havent been replied to or been refunded me my money. I won ******** fair and within their terms of service and I want to be made whole not just my refund of my deposit!!! They do this to many people and Im going to let them *** me!

  Business Response

  Date: 03/24/2025

  Hey *******,
  Thank you for reaching out about your account concerns with ********************.  We understand your frustration and want to clarify the actions taken.
  After reviewing your account, we found a violation of our Terms of Service (TOS) under Section 2.2: Smurfing and Skill Misrepresentation, which prohibits deliberately underplaying to gain an unfair advantage. Our system flagged multiple matches showing intentional underperformance to manipulate matchmaking or wager outcomes, which were then followed up with bets with large payouts. This constitutes cheating and undermines our platforms fairness.
  As a result, we reversed the $1,655.50 winnings and permanently locked your account. Due to the severity of this violation, we are unable to release the winnings, as outlined in our TOS. We apologize for the delay in our initial response and are working to improve our communication. 

  If there are any other questions or another way you'd like to resolve the issue, please let us know.

  Sincerely,

  Players' Lounge team