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:04/29/2025

  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 went to live showed my ** as I usually do and went right to promotions. While Im standing in line security come back over to me in front of all these people and ask me to show my **. I asked what the issue and Security says they just needed to see my **. My wife asked and security says He good now as if I was not good before. When my wife and I got to the front of the promotions line My wife asked for a supervisor who came over and when my wife explained to her the situation the supervisor replied OH is your husband the Tall ***** *** with Dreads shocked my wife asked why and the supervisor responded that she had heard a bit of the situation on her ear piece and was coming to see what the issue was. She explained that security could have just asked for the ** to be double checked at the front of the promotions counter instead of embarrassing me like that infront of everyone. As if I just rushed past or as if I was a threat to anyone around because Im tall brown with dreads. No one else ** was double checked not even my wifes and she came in with me. To be pulled out of line and double checked for security it very insulting to me because Im really a kind person and I usually have a great time at Live but this has changed my view of the whole place.

  Business Response

  Date: 05/07/2025

  Thank you for forwarding the complaint submitted by the above-referenced customer (the "Customer"). 
  
  Unfortunately, without a specific date or approximate time for this incident, we cannot determine the precise circumstances or review the specific facts of this matter.
  
  However, based on the description provided, it is most likely that the Customer's name or physical description closely matched an individual identified on one of Pennsylvania's exclusion lists. By law, our casino is required to identify and remove State- and Self-Excluded patrons, which would explain why Security had follow-up questions regarding his identification after he entered the casino. 
  
  Regardless of the specific reason for the additional identification verification, we sincerely regret that the Customer felt uncomfortable during the experience. We strive to maintain a secure yet welcoming environment for all patrons and seek to ****** a positive customer experience.
  
  Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:04/05/2025

  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.

  So I had joined playlive online casino and started getting free bonuses daily. Well as soon as I won $32 and needed to get a check in the mail they closed my account and it's been over a month and they still have not reopened my account! This should be illegal

  Business Response

  Date: 05/07/2025

  In response to the complaint filed by the above-referenced customer (the "Customer"), we have reviewed the circumstances surrounding her account.
  
  The Customer requested a withdrawal from her ********************** online account after winning $32. Our records confirm that the check was issued and successfully cashed on March 3, 2025, to the name registered on her account, thus concluding our financial obligation.
  
  Subsequently, Customer requested to change her registered last name from "******" to "***," we advised her that official documentation (such as a marriage certificate or court order) was necessary to facilitate a name change. Without receiving the requested documentation, we could not alter the name associated with the account.
  
  We remain open to assisting the Customer further, provided the necessary documentation is submitted for the requested changes. Thank you for the opportunity to clarify this matter.

• Initial Complaint

  Date:12/14/2024

  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.

  Play live Casino, Deposited $45 and won $180. Tried to withdraw the $180 i won. Got in contact with a ***. *** told me i can't use my debit card to withdraw only deposit. I have to give an ACH echeck account. The app wouldn't let me. So went back again and got intouch with another *** from Play live casino his name was ***. Which gave me a 3rd party number. That lady said she can't help me but the casino still has to give me my winnings. The play live casino *** wants me to drive over an hr to ************ casino to get my winnings but will only give max $100. What i won $180. *** told me to set up ****** acct. Now I go back on and there apps telling me I basically have to play $129 of my winnings to be able to withdraw. Bunch of scammers. So I get upset figure I'm going to just play til I lose. Ha I won $140. So now I'm not playing anymore and I want my $140 or $180 that I was supposed to get without driving to ************ Casino and waisting my gas.

  Business Response

  Date: 01/13/2025

  Please see attached response. 

• Initial Complaint

  Date:10/14/2024

  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.

  10.12.14, 10pm Host Monaye desk. I asked her for food comp. She gave me $45. I asked her if she could give me a few dollars more she stated in a very aggressive condescending manner NO. You don't qualify. I I'm Platnium card, spend lots of money in two days I'm just asking for comp. She stated NO with attitude shaking head etc. I asked her why she acting like that then asked to speak to a supervisor. She stated I am tired of everyone going over my head and they gonna tell you the same thing. I am entitled to ask for a supervisor if requested. And you dont know what the supervisor response is going to be. She said whatever I don't care give them my name Monaye pulling her name tag, very cocky (unprofessional). All of a sudden ***** the executive host appeared, thank God! Heard briefly asking me what happened, took me away from the negativity to calm things down, assessed the situation and apologized and difussed the situation very quickly. Like a professional would do, and I was very ssatisfied.He also gave me his business card. There were other people there that expressed when they deal with Monaye also, that she has the same, unprofessional attitude, like she is untouchable and nothing will happen to her for her negative behavior. Which leads me to believe because she so cocky. I come there to have a good time, not have to be disrespected by a host. I travel over 2 hrs to get to LIVE when I have closer casinos like PARX and resort world Queens which is 5 mins from my house and dont have to deal with this type of behavior from a host, which i didn't expect. Please hear my cries and someone really needs to stop her and speak to her before you loose a lot of good customers. The way i will be able to tell if she has been spoken to is if her demeanor changes, more importantly then anything else. She must learn how to give good customer service, to keep people coming back. Thanking you in advance, respectfully submitted.

  Business Response

  Date: 10/22/2024

  Thank you for sharing your concerns. We apologize that your experience with our guest services representative did not meet your expectations. Your feedback has been shared with management, and we are taking steps to ensure that we do not fall short of our standards in the future. 
  
  We appreciate that our supervisor addressed your concerns, and we hope this helped resolve the situation. If you would like to discuss this further, please feel free to contact us at your convenience.

• Initial Complaint

  Date:12/13/2023

  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.

  on 12/8 I was playing on th ************ PlayLive Casino App a game called silent hill. During my bonus round the app started shortening and closed me out of my game. When i would log back in it would not leave off where i left off at in my bonus game. The 1st time i won 5k x my .75c bet, The 2nd round of my bonus game i won 3k x my .75c bet. I have a screenshot of that. It did not pay me what i was supposed to get paid because the app shorted out during my bonus round. I contacted the company customer support team who did not want to take respnosibility for the game not paying me out my big winnings. I have 2 screenshots of what i won during the bonus game and afterwards what i actually got paid which does not equal up to what i won. It seems like because I won big they do not want to pay me but how can they argue with proof? *** spent close to $1k on this app altogether and have won different amount before with no issues. But this was the biggest payout i should have won but did not.

• Initial Complaint

  Date:08/21/2023

  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.

  On 8/18/23 into 8/19/23 I was at the center bar at the establishment with my fiancé. I had inquired about the price of a shot out of a certain bottle. The bartender responded by saying “four twenty five”. Now being a common person I said “oh, four dollars and twenty five cents? I can’t afford that.” So I asked for one. I also got the check. It was shocking to say the least when the bartender then told me it was four hundred. Never did he say four hundred. I said I did not want the drink. The hotel front lobby then took the drink back from me and told me to speak to the bar manager because they couldn’t issue the refund. The bar manager then spoke to me like he was scolding a child. Saying that I was drinking and I made a mistake and he isn’t going to fix it for me and then threw his hand up and said this conversation was done. So now the lobby has taken back my drink and they were refusing to refund me. So I never even got to taste the alcohol. I feel entirely mislead because I was never corrected when I said out loud what I thought the price was and I was told by them that it’s my problem not theirs. I have essentially paid $425.00 for no reason because they took the drink back. I pleaded with them to check the cameras and they just wrote me off. I have never been treated so poorly in my life. I have filed a complaint with the PA liquor control board as well because they wouldn’t refund me. I have also begun a dispute with my bank who is currently siding with me. The bill came out to be $508.00. Some of that bill I did owe. I did get a few other drinks. But I should not be charged for the drink I did not get. They even tried to say I ingested it and weren’t hearing me out. Again if they check the cameras they will see I never even so much as smelled it. I need to be refunded.

  Business Response

  Date: 09/19/2023

  I am writing in response to the above-referenced complaint against Live! Casino & Hotel Philadelphia (“Live!”) initiated by **** ***** (“Complainant”) regarding an incident that took place on August 18, 2023. We have investigated the matter and would like to provide you with our findings and actions taken in response to the complaint.
  
  While there are differing accounts between our bartender and the complainant regarding the communication that occurred during the incident, Live! decided to refund the cost of the complainant's drink, which amounted to $375, along with the associated tax of $49.65. This totals $424.65. Please find attached documentation confirming that the refund transaction was processed on August 22, 2023. Though we are unable to reuse the product dispensed to the complainant, and the tax on the drink remains payable, we nonetheless place a priority on our customers’ experience.
  
  Live! takes all consumer concerns seriously and is committed to continuously improving our customer experience. We appreciate your support in facilitating communication between our establishment and the Complainant.
  

  If you require any additional information or documentation, please do not hesitate to contact me directly at **********************************. Thank you for your attention to this matter.

  
  

  Sincerely,

  
  

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

  VP of Legal

  Live! Casino & Hotel Philadelphia

• Initial Complaint

  Date:06/22/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 was at the casino after the ******** game was cancelled and i was told when we parked the car in valet that it would be free due to us being at the ******** game. When we went to leave the guy at the valet desk was extremely rude and lied to me and told me he was a supervisor and then later admitted he was not. I asked for him to get security after he lied to me and he told me no and that i can do it myself. I went and got security and the manager **** was amazing and supposedly made a report and that a manager named ****** would call me. I feel as though we were being taken advantage of because my fiancé doesn’t speak English. I will be making a complaint with the better business.

• Initial Complaint

  Date:02/22/2023

  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.

  On February 19 I deposited 20dollars and played and lost so right away I deposited another 20 I played 3$ then my account was suspended and I've tried to get in contact with them but no response

  Business Response

  Date: 03/21/2023

  Dear Patron, I've reviewed your issue, and it appears you have been locked out of your account due to multiple failed login attempts. Our customer service team has placed multiple messages to your contact information on file but has not heard from you. Unless you contact us to reset your password, we will close your account and mail you a check to return your balance.  Thank you. 

• Initial Complaint

  Date:11/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/28 my cell phone was taken from a park behind my house. I suspect the teenager who lives in the other half of my duplex took it. While it was not in my possession transfers in and out of my bank account were made, credits for Candy Crush purchased, and 33 deposits to my play live account were randomly made. I reached out to Live Casino as soon as I realized what had been done, explained to them the situation and asked that they refund the deposits. After hardly an hour, I get an email back from their payments and fraud team basically telling me that me getting my phone stolen was my own fault, I'm responsible for the safety of my information, and regardless of the fact that it was a minor (suspected) making deposits into an account without any authorization from me, they would not be refunding any deposits. Then they went even a step further. I was THREATENED that if I went to my bank to dispute the charges as fraudulent (which they are), that they would have me arrested and file criminal charges against me. The reasoning they gave was that the phone was in my house in the middle of the night. However, as I had explained, and they conveniently ignored, I live in a DUPLEX. That is one house, two separate families. Meaning that if it was in my neighbors possession, the phone would big my address because I live in 43 and they live in *****************************. I have tried to appeal the decision but have received ZERO communication.

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Playlive’s online casino app crashes the same game over and over, and without putting multiple requests to their support team, the money bet is not returned—not only would some of the winnings have been higher due to hands that were dealt 21–guaranteeing a 150% payout (which I understand, their terms say that if a game crashes, you’re only entitled to the initial bet back, not the winnings you would’ve received), but even the initial bet would not be returned without consistent requests. the first times the game crashed on 11/10/22 ($3 bet lose-eventually returned), and again on 11/11/22 (another $3 bet lost-eventually returned) I received emails from the support team/developer stating that the game was fixed, that it shouldn’t happen again, which is the only reason I continued to play. It is the only option on the app that allows a certain type of bet, it also seems to be the game that is dealt the most fairly, adding to the reasons I continued playing after the initial crashes. Saturday 11/12/22 it crashed ($4 bet lost—returned eventually), Tuesday 11/15/22 it crashed twice ($4 bet lost, a second $4 bet lost—neither has been returned yet), again on Wednesday 11/16/22 ($8 bet—not returned) and again today 11/17/22 ($5 bet lost—not returned). The total amount that has been lost since the game started crashing is $31 (3+3+4+4+4+8+5=31), only $10 (3+3+4=10) out of the $31. The reason I requested this back, is because the game crashing and not being fixed is through no fault of my own on and I would not have kept playing if I did not get emails that said that the crashes would not happen again. Not only have they not returned the bets without being requested to do so multiple times, there has been nothing done about the money being held for days. I am requesting not only the $21 back for the initial bets lost returned, but also something done about the game crashing and inconvenience of losing money I should’ve won on guaranteed blackjacks in the crashed hands.

  Business Response

  Date: 01/20/2023

  Dear Patron, We received your complaint about some of your game rounds getting stuck while playing blackjack on our site. Unfortunately, this happens from time to time for various technical reasons, and the process by which we research and resolve stuck rounds involves many parties, communications, and time. We do see that all rounds in question were voided, and the bets returned. Refer to the chart we sent you separately for specifics. As you can see, two of the void completions were never communicated back to you when resolved. Since this failed to meet our customer service standard, we have adjusted $50 in bonus play to your PlayLive! account.  We appreciate your patience and understanding as it relates to the regulated process of resolving stuck bets with us for your future play.