We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Casino

Hard Rock Bet

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Casino.

Complaints

Customer Complaints Summary

  • 144 total complaints in the last 3 years.
  • 134 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/24/2025

    Type:Customer Service 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 signed up for hard rock bet due to their signup bonus of 150 in free bets with a bet of 5 dollars. I received my bonus and won two bets worth roughly 72 dollars. I started the withdrawal request and received a "withdrawal request received" email. Next thing I know, my account is suspended and I have not received my money. I cannot access my account either. They asked for more ID information which I gladly sent everything they requested. I am still waiting to get my money. I will close my account and steer people away from ******** if this is not settled in a timely manner.

    Business Response

    Date: 06/26/2025

    Dear. Mr. Watterson,

    Thank you for taking the time to provide feedback pertaining to your experience with Hard Rock Bet! Please note that we take account security very seriously, and as such take the time necessary for a complete and thorough investigation. We apologize for any inconveniences this may have caused. We are happy to affirm that your account is active as of 06/25. Your patience and understanding are deeply appreciated in this matter. 

    Customer Answer

    Date: 06/26/2025

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 23512453, and find that this resolution is satisfactory to me.




    Sincerely,



    Jacob Watterson

  • Initial Complaint

    Date:06/23/2025

    Type:Product 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 downloaded Hard Rock Bet a couple of weeks ago and won my first bet. When I withdrew the money to my bank account it at first said it was being transferred then I got an email saying my account has been suspended and they stopped my transfer. It has been a couple weeks now of emailing them. I have sent my ID and credit card information and proof, still no one is responding or actually making progress to unsuspend my account. It is very upsetting and frustrating and I am not going to use this app again after I get my money back. This was all unnecessary.

    Business Response

    Date: 06/26/2025

    Dear Ms. Jording:

    Thank you for your feedback and for promptly submitting the required documents.
    We understand that account issues can be frustrating, and we truly appreciate your patience and cooperation during this process.

    The delay was a result of our security protocols, which are designed to protect your account and personal information. We recognize the inconvenience this may have caused and apologize for the disruption.

    We’re glad to let you know that your account was successfully reinstated on June 25, 2025, and a confirmation email was sent to you at that time.

    We sincerely appreciate your patience and understanding throughout this process, and we apologize for any inconvenience it may have caused.

    Customer Answer

    Date: 06/26/2025

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 23505552, and find that this resolution is satisfactory to me.




    Sincerely,



    Gabriella Jording

  • Initial Complaint

    Date:06/22/2025

    Type:Billing 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.
    On 6/20/25 I made a hard rock bet account and deposited $1000 and lost. I then deposited $500 and won, with my balance ending at $1123.68. I withdrew and hard rock immediately suspended my account and said I would get an update in 4-6 hours. I never got one, and talked to live chat who told me I would get one soon. I was then asked to upload ID, a selfie, and ****** statement. I immediately did then was told id get a response in 24 hours to resolve the account suspension and never did.I have complied with all requests by hard rock and they have repeatedly not met timeframes promised to me and are not explaining anything about the status of my withdrawal and are denying me access to my account. I want access to my account back and my withdrawal request needs to be filled

    Business Response

    Date: 06/25/2025

    Dear Mr. Ivy:

    Thank you for reaching out and for providing the requested documentation in a timely manner. We truly appreciate your cooperation and understanding throughout this process.

    The delay in accessing your account was due to our standard security measures, which are in place to protect our players and maintain the integrity of our platform. We’re pleased to inform you that your account was reinstated on June 24, 2025, and you should now be able to log in without any issues.

    Additionally, our records show that you successfully withdrew your funds on June 24, 2025, and your current cash balance is $0.00.

    We sincerely apologize for any inconvenience this may have caused and thank you for your patience while the matter was being resolved. Please don’t hesitate to reach out if you have any further questions or concerns—we’re here to help.

    Customer Answer

    Date: 06/26/2025

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 23502709, and find that this resolution is satisfactory to me.




    Sincerely,



    Dante Ivy

  • Initial Complaint

    Date:06/13/2025

    Type:Billing 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.
    Ive been trying to get my account back on hard rock , my banker accidentally filed a dispute on them , they reversed the dispute allowing hard rock to get the money back , now I ask to get my account back , they denied me , the Email kept stating our team is looking in its been weeks and nothing ever since I really just want my account back but its been really frustrating and I cant believe that I have to go this far.

    Business Response

    Date: 06/18/2025

    Dear Mr. *********************** you for sharing your feedback regarding your experience with Hard Rock Bet. We also appreciate your prompt submission of the required documents and your cooperation throughout the process.

    Please rest assured that the delay was due to our security protocols, which are in place to ensure the protection of your account. Were pleased to inform you that your account was successfully reinstated on June 17, 2025.

    We sincerely value your patience and understanding, and we apologize for any inconvenience this may have caused. Further details regarding your account activation were provided via email.

  • Initial Complaint

    Date:06/13/2025

    Type:Billing 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.
    Im currently visiting ******* and arrived at the ********* two days ago. I decided to use the app, but shortly after, my account was suspended for document verification. I havent received any updates since. I had withdrawn $2,000 and had winnings on the account before the suspension, which feels unfair since I havent done anything wrong. Ive contacted them several times and nothing to do to help.

    Business Response

    Date: 06/18/2025

    Dear Mr. ********************** you for sharing your feedback regarding your experience with Hard Rock Bet. We also appreciate your prompt submission of the required documents and your cooperation throughout the process.

    Please rest assured that the delay was due to our security protocols, which are in place to ensure the protection of your account. Were pleased to inform you that your account was successfully reinstated on June 15, 2025, and a confirmation email was sent to you at that time.

    We sincerely value your patience and understanding, and we apologize for any inconvenience this may have caused.

  • Initial Complaint

    Date:06/10/2025

    Type:Customer Service 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.
    NO customer service at all, just spin you back and forth with no answers. Can't EVER talk to any individual and they make you feel stupid for not knowing anything.

    Business Response

    Date: 06/18/2025

    Dear Mr. ********************** you for reaching out taking the time to share your feedback regarding your Hard Rock Bet experience. We truly appreciate your patience and understanding throughout this process.

    After reviewing your account and communication history with our customer support team, wed like to clarify that Profit Boosts and Tokens will only appear on the bet slip when eligible markets are selected.

    It appears that our support team also contacted you via telephone to walk you through the steps and ensure you have a clear understanding of how to take advantage of these offers.

    Additionally, as a gesture of goodwill for the frustration you experienced, our **************** team applied a goodwill credit to your account.

    We sincerely apologize for any inconvenience this may have caused and truly appreciate your continued patience while the matter was reviewed and resolved.

    If you have any further questions or concerns, please dont hesitate to reach out were happy to assist.

  • Initial Complaint

    Date:06/09/2025

    Type:Billing Issues
    Status:
    Unresolved
    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 Monday, May 26, 2025, I requested for a debit card to be removed from my hard rock account. My wife, son and I SHARE and have JOINT an accounts together and my card was lost. I added her joint card to my account and when my card came I requested Hard Rock to remove it. The next day I try to login to my account it says that I was suspended, so I contact them and was told to complete a email that ask for pictures of cards and a affidavit, which I have done and still have not heard anything back. I deposited money onto the account and have not been able to withdraw anything. This has been the most unprofessional and frustrating situation considering I follow every guideline.

    Business Response

    Date: 06/20/2025

    Dear *** ****, 

    Thank you for taking the time to share your feedback regarding your experience with Hard Rock Bet. 

    Upon review, your account remains under evaluation by our Accounts Team. On June 19, 2025, we sent an email requesting documentation needed to complete this process. 

    If you have any questions or require assistance with submitting the requested documents, please dont hesitate to reach out. We appreciate your patience and understanding, and we sincerely apologize for any inconvenience this may have caused


    Customer Answer

    Date: 06/22/2025

     
    Complaint: 23446812

    I am rejecting this response because: I had already submitted all the information you guys asked for, now I had to redo it again, my account has been locked for almost 4 weeks now, if my account is not reactivated, I would like to withdraw my money that is on the account.

    Sincerely,

    ***** ****

    Business Response

    Date: 07/01/2025

    Dear Mr. ****************** you for taking the time to share your feedback regarding your experience with Hard Rock Bet.

    After a thorough review, our accounts team has determined that your account will remain permanently closed. This decision is final, will not be overturned and has been made in full accordance with Hard Rock Bet Terms and Conditions.

    We appreciate your understanding and sincerely apologize for any inconvenience this may have caused.

    Customer Answer

    Date: 07/01/2025

     
    Complaint: 23446812

    I am rejecting this response because: If my account was terminated where is the money I had in the account going to be deposited, because that I is my money that had.

    Sincerely,

    ***** ****

  • Initial Complaint

    Date:06/08/2025

    Type:Product 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 was able to deposit $7,500 and then when I tried to deposit $60,000 I was denied and I lost out on winning 11k on the *** game. They are trying to blame my bank when it was not their fault.

    Business Response

    Date: 06/10/2025

    Dear Mr. Madera:

    Thank you for taking the time to provide feedback about your experiences with Hard Rock Bet. We take customer satisfaction very seriously, and as such investigated the issue regarding the failed deposits. Our Payments Team was able to verify that the deposit failures occurred on the end of your banking institution. We informed you on 6/10 that we have taken the steps to allow you to re-add your preferred payment method which may resolve the issue. Should it not, we advise you should contact your banking institution.

    We apologize for any inconveniences this may have caused and appreciate your patience and understanding in this situation. Thank you for choosing Hard Rock Bet! 

    Customer Answer

    Date: 06/10/2025

     

    Complaint: 23442100



    I am rejecting this response because:



    Sincerely,



    Philip Madera

  • Initial Complaint

    Date:06/07/2025

    Type:Product 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.
    so me and my wife share all our financials i replaced my card due to suspicious activities and used hers on the app however i asked them to remove one of my old payments methods which is an account that i no longer do business with and they proceeded to do a identity check i provided all the documents requested selfie , statements , Physical ID Everything they proceeded to restrict my account, i also used venmo for withdrawals and they claimed that the account wasnt mine i emailed them back saying letting them know they were wrong and they sent a email back saying it was a error on their end but never reinstated my account

    Customer Answer

    Date: 06/09/2025

    my issue was resolved 

    Business Response

    Date: 06/10/2025

    Dear Mr. **************** appreciate your submission of the required documents and your cooperation throughout the process.

    Please be assured that the delay was due to our security protocols, which are designed to protect your account. We're pleased to inform you that your account was successfully reinstated on June 9, 2025.

    You should have received an email with more details regarding your account activation. If you have not received this email, please check your spam folder or contact our customer support team for assistance.

    We sincerely appreciate your patience and understanding and apologize for any inconvenience this may have caused.

  • Initial Complaint

    Date:06/06/2025

    Type:Customer Service 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.
    6/4/2025. They had issues with their platform that caused items to be incorrectly posted from their normal way and then it was corrected but ****** were put in and lost because of their issues on their platform. Since account was opened up all ****** on totals have been 'overs' which have always been listed on the left hand of hand of the app and unders on the right hand then they had issues on their platform that caused unders to be the left and overs to be on the right. ****** were made because of incorrect setup and once they saw what happened they corrected the issue and told me via chat that they would void all ****** done with the affected lines. I've reached out various times after that initial chat and nothing has happened. Every time after that initial time they chatted with me now every time I've asked about it they ask me to hold on which I do and they the customer service *** leaves so i ask again and another person joins the chat and the circle happens again. I'm told to hold on then they leave with no resolution to to issue caused by them. Need some accountability because they are quick to take your money but when it's their mistake and need to correct it they play the silence game and don't do anything to take accountability for this. Everything is in the chat history that can be posted if they answer but knowing how they train their customer service ***s to avoid anything about fixing things they messed up on I will most likely see a ***ones saying let us look into this and then get a message back saying such and such has left the chat.. seems like the norm with Hard Rock.

    Business Response

    Date: 06/18/2025

    Dear Mr. ******************** you for taking the time to share your feedback regarding your Hard Rock Bet experience. We truly appreciate your patience and understanding throughout this process.

    The delay in accessing your account was due to a negative cash balance, which resulted from bet resettlements on June 8, 2025. An email was previously sent informing you that, in order to continue using the account, a deposit would be required to bring the balance back to $0.

    We also sincerely apologize for the confusion caused on June 4, 2025, regarding the placement of the ********** markets. Please be assured that the correct selection was added to your bet slip on that date.

    We apologize for any inconvenience this may have caused and truly appreciate your patience as the matter was reviewed and resolved.

    If you have any further questions or concerns, please dont hesitate to reach out were happy to assist.

Hard Rock Bet is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.