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Business Profile

Interactive Media

Players' Lounge

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 29 total complaints in the last 3 years.
  • 17 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/17/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 lot of bets and a stake I won $88 on and ended up getting my account to $249 submitted a withdrawal and used the standard option. it said the withdrawal would take 5 business days. I submitted the withdrawal march 7th at 12:11AM. my withdrawal was then canceled march 14th at 2:15PM. The last bet I played got settled march 6th at 7:06PM.I asked support why my withdrawal was canceled and the support member ******** said the reason they gave me was because VODS can not be deleted and I deleted them. I explained to him they were on and twitch VODS delete after 7 days. ******** responded to this saying twitch VODS must stay on forever. after showing him screenshots of twitch VODS automatically deleting after 7 days as well as the fair play rules players lounge states Twitch VODS need to stay on for 7 days he stopped responding to me knowing he was caught in a lie. ******** also resolved some bets for me that didn't properly resolve on their own so VODS must have been up then.I tried getting a hold of support again and it was difficult but got a response from *****. I explained everything to him and asked at least for the money I won on the stake back because that has nothing to do with VODS. But he said its not possible even though players lounge has added money to my account before in the past and gave no other reason why it couldn't be done. ***** said VODS needed to be up for 7 days contradicting what ******** said. But now his excuse was "The verification was made like 3 days ago" key word LIKE just lying again giving an excuse and not confident in what he's saying. I asked for any proof of the time they verified there were no VODS and he said it was private information that he cant share. Need my money back support doesn't seem to have a brain and is terrible at lying contradicting everything they say.

    Business Response

    Date: 03/19/2025

    Hey *******, appreciate you sending all this information.  There appears to have been a misunderstanding when reviewing your account.  Someone should be reaching out to you on the app to get your funds restored.  Apologies for the trouble.

    Customer Answer

    Date: 03/21/2025

    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:02/13/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 app is just simply a living scam , Ive had 3 accounts and all 3 kept getting restricted for black ops 6 & nuketown specifically at first because I literally didnt lose, after contacting support for 3 months straight & ive spoken to literally every single representative and they told me the same thing either theyre updating the app or theyre waiting for the tech guys to update my system or wait for the system to update itself meanwhile theyre posting on their official instagram that black ops 6 is live and ok to play & i also found it odd everytime i made a new account black ops 6 worked perfectly fine and soon as I start winning too much they put a restriction on my app while still advertising black ops 6. I did withdraw a little over $100 on my first account and around $80 on the 3rd but one the second one i let sit there because i had $306 on there and i just tried to withdraw it and they denied it and closed my account and took every ********** third account is still restricted.

    Customer Answer

    Date: 03/09/2025

    Better Business Bureau:

    At this time, I have not been contacted by Players' Lounge regarding complaint ID ********.

    Sincerely,

    ****** ****

  • Initial Complaint

    Date:02/21/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Betting website i have played on for about 2 years. Upon the last couple weeks i have been randomly getting banned and money stripped from me by this company because they added new rules that players do not know about and then as of today 2/19/24 they permanently lost contact with me and stole 84.79$ out of my wager account because i was playing a game with my fiance. I will be getting with an attorney to end up sueing this company. But they are not reputable at all.

  • Initial Complaint

    Date:02/06/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 ended up placing ****** and did well in them. I brought my account from $15.00 up to over $800.00. When I requested a $100 withdrawal they denied it due to me being under suspicion that I was abusing the system by creating unfair advantages for myself. I explained to them this was not true and was more than willing to show them any proof they needed, but they ended the conversation. I've attempted multiple times to reach out to them since then but they always end the conversation in a very rude manner.

    Customer Answer

    Date: 03/02/2024

    Better Business Bureau:

    At this time, I have not been contacted by Players' Lounge regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:10/25/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Ive been making bets on Players Lounges app and Ive been playing since it started and Ive been getting scammed out of my money and the moderators are not paying me the money that I am winning fairly

  • Initial Complaint

    Date:05/02/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Took $10 locked my account and ignored my request for a refund

  • Initial Complaint

    Date:04/10/2023

    Type:Product Issues
    Status:
    Unanswered
    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 platform is stealing money. *** had technical difficulties and instead of rewarding me a cancellation they instead forfeit the match and give money to the opponent even though the problems I endeared were completely out of my control. Something has to be done about them just taking money from solid customers

  • Initial Complaint

    Date:04/03/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Company said, I couldnt withdraw my funds that I earned and contributed to my account because I didnt follow the companys policy by creating two accounts. The policy states one account per person. I only created one account and repeatedly explained that to the agent I was speaking with. They never asked if I would like to file a complaint, review the accounts or even look into it and attempt to further assist. They accused me of being a liar and stated that all money I earned will be seized. I feel this was very unacceptable and unprofessional. As a result of this experience, I would like my issue resolved and my money issued to me via check or deposited into my account, or the companys business to be brought to a close.

  • Initial Complaint

    Date:09/02/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 was in a match with a person who cheats in the game I told support they told me I had to play or forfeit so I forfeit the match and i end up have a disagreement with the admin I was ma about how they handle things revolving my money while I was in another match the worker ***** locked my account then unlock it and told me not to do it again so I told him Imma get my money off this app after a few games then they could delete my account I just want my money and that I appreciate him and Ill ****** at him later he locked my account again I never called him outta his name so the fact he abused his authority is absurd and on top of that I still had money in my account in which he told me I had to wait to get my money I believe in there rule boo it doesnt say anything about having to wait to get your money he making me wait to get my money they cheat with the higher level I got pictures and all evidence I need they been cheating me for about a year different situations and form the looks of it Im not the only one they been doing this tk I promise I wont stop till the website down this the biggest heist of today

  • Initial Complaint

    Date:08/17/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 deposited money in order to play the game's once I won and tried to redeem they refused to redeem my winnings and suspended my account for unknown reason with out paying me

    Business Response

    Date: 06/30/2025

    After thoroughly reviewing the users complaint and the materials submitted, we believe there has been a misunderstanding regarding the platform involved.
    The screenshot provided by the user appears to be from a casino-style gambling website, which is not operated by Players Lounge **** We are a skill-based matchmaking platform for competitive video games, and we do not offer any games of chance, casino-style games. For full transparency, you can explore our services directly by visiting our official website or app: ******************************

Players' Lounge is NOT a BBB Accredited Business.

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