Complaints

This profile includes complaints for Bally's Dover Casino Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bally's Dover Casino Resort

  1131 N DuPont Hwy Dover, DE 19901-2008

• 

  Bally's Dover Casino Resort

  PO Box 1412 Dover, DE 19903-1412

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:03/30/2025

  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 spent some money on the online casino locations owned by BetRivers which are Ballys, Harrington, and Delaware Park. At some point of my interactions with them their system or someone who obtained my account info was charging 3 to 10 extra charges in one day. The charges are all completed within the same minute of each other which ballys system would not allow that to go through even if it was something some tried to do from their own bank. From my understanding the amount of times that my card was charged went against federal regulations as well as the amounts. My bank is even confused how the payments were approved especially that many times within less than a minute each. Also - when I won a few hundred dollars they made me jump through hoops to get it. It was so exhausting I almost just let them keep it. They froze my account 3 times and the chat representatives truly think it's a joke. What a mess of a company and I really hope people look at the other reviews that mention multiple extra charges and difficulty claiming funds. 0/10 would recommend. Do better Bet Rivers. And being that I raised my concern my account was froze again and any funds I have in the account they will not release to me. This is a huge problem and has called a serious hardship for myself and family.

  Business Response

  Date: 04/11/2025

  Good Afternoon,

  BetRivers is a separate company operating online and with a link to all three DE Casinos.  I heard back from the BetRivers group with the below answer to Mr. ****'s complaint.

  From BetRivers:  Mr. ***** ****'s account is
  disabled due to two active charge backs that were made to our site. The first
  for $54 and the second for $141.93. We requested documents on Mr. ****’s
  account to ensure that he was the one operating the account. This was accomplished
  by requesting Mr. **** to upload a photo of his state-issued ID and a photo of
  him via Veriff and the card used to fund her account. During our review, we
  noticed that the card did not belong to Mr. ****.  This triggered an
  internal investigation. Mr. ****'s account will remain disabled until both
  chargebacks have been resolved. This is covered by our terms of service 5.3 and
  5.6:

  “5.3. At any time during the
  registration process or thereafter, we may also ask you to provide additional
  supporting documents including, but not limited to, (a) a copy of your driver's
  license (or other government-issued ID), (b) a selfie picture, which may also
  include you holding a copy of certain identifying documentation or other
  information, (c) proof of your address such as a utility bill or bank
  statement, and (d) proof of your financial account/deposit and withdrawal
  method. In our sole discretion, we may ask that you provide notarized copies of
  these documents as an additional layer of verification. You hereby expressly
  consent to our verification (including through third-party verification
  services) of all information you provide during the account registration
  process or thereafter during your use of the Services.
  
  5.6. We further reserve the
  general right at any time, and in our sole discretion, to suspend or close your
  account without further explanation if we consider it necessary or appropriate
  to do so for any reason. If you register for more than one account, we may
  terminate all of your accounts or take other actions as required or permitted
  by applicable laws. In the event that we terminate your account under this
  provision without regard to a breach of these terms by you, to the fullest
  extent permitted by law, we will only refund the unrestricted (i.e.,
  withdrawable) cash balance of your account to you, but not any bonus money in
  your Bonus Bank (as defined in Section 9.3) then-remaining unconverted to
  cash.”
  
  Please let me know if I can
  provide any additional information.
  
  

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:

  
  
  
  

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

  
  

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

  
  

  Complaint ID: 23136603