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:01/11/2025

  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 decided to close my account with ***. I had $100.17 in the account. When I closed the account it did not give me the option to withdraw my money. I have contacted them multiple times only to keep getting the run around with no success.

  Business Response

  Date: 01/12/2025

  Dear BBB,
  Thank you for bringing ******* complaint to our attention. We understand his frustration and want to provide a comprehensive response outlining the steps we have taken to assist him with his account verification.
  
  At Hard Rock Bet, we prioritize player safety and adhere to strict state gaming regulations. These regulations mandate that we verify the identity and address of all players before granting full account access. This is a crucial step in preventing fraud, underage gambling, and ensuring the integrity of our platform.
  
  ***** initiated the registration process but encountered a hurdle during the verification stage. Our records indicate that he initially submitted an expired driver's license (expired 03/14/2024). Due to security protocols and regulatory requirements, we cannot accept expired identification documents. This policy is in place to protect both our players and Hard Rock Bet from potential fraud.
  
  We have made multiple attempts to communicate with ***** and guide him through the correct verification process. Here's a record of our communications:
  
  (Included below is  the original emails sent to ***** here, in chronological order. Example below)
  
  Email Sent January 11, 2025 1027pm:
  
  Subject: Welcome to Hard Rock Bet! Action Required to Activate Your Account
  
  Dear *****,
  
  Welcome to Hard Rock Bet! To finish the onboarding process & activate your account, we need to visually verify several pieces of information you provided during the online registration process. This account verification process is part of Hard Rock Bets commitment to player safety. All sensitive information will be handled with care.
  
  Documents received: Driver's License (EXPIRED: 03/14/2024)
  Expired documents are not accepted. Please provide a copy of your current ID document to continue.
  
  Next Steps: Use the link below to upload a photo of your current identification ex. drivers license or government-issued ID. Documentation must be valid (un-expired) and may not contain P.O. Boxes and/or commercial addresses.
  
  [Secure Upload Link]
  
  As you can see from our communication history, we have consistently requested valid identification and provided clear instructions on how to submit the necessary documents.
  
  To reiterate, acceptable forms of identification include:
  U.S. or Foreign Passport
  U.S. Driver's License or State ID
  Military ID
  National Identity Card
  Alien Registration Card (Permanent Resident Card)
  Social Security Card (for US Elderly or Disabled Persons only, with a secondary ID)
  Acceptable proof of address (must be current, within the last 90 days) includes:
  Utility bill
  Cell phone or internet service bill
  Rental or lease agreement (no older than 1 year)
  Bank or credit card statement
  State-issued driver's license or ID
  Voter registration card
  
  We have also provided ***** with a secure link to upload these documents: [Secure Upload Link].
  
  We are committed to resolving this matter for *****. We encourage him to submit the required documentation so we can swiftly complete the verification process and grant him access to his account.
  
  Sincerely,
  
  The Hard Rock Bet Team
  
  
  Original Email January 8, 2025 at 9:22 PM
  
  Subject: Important: Final Steps to Verify Your Hard Rock Bet Account
  
  Dear *****,
  
  We are reaching out again to help you finalize your Hard Rock Bet account verification. We understand you may have experienced some confusion, and we want to ensure you have all the information necessary to complete this process.
  
  As previously communicated, we require all players to verify their identity and address to comply with state gaming regulations and maintain a secure gaming environment.
  Our records show that the driver's license you initially provided is expired (expired 03/14/2024). Therefore, we require you to submit valid and current documentation.
  
  To recap our previous communications (included below for your convenience):
  
  
  
  To complete the verification, please provide the following through our secure upload link:
  
  One (1) form of valid (unexpired) government-issued identification (choose one):
  U.S. or Foreign Passport
  U.S. Driver's License or State ID
  Military ID
  National Identity Card
  Alien Registration Card (Permanent Resident Card)
  Social Security Card (for US Elderly or Disabled Persons only, must be accompanied by a secondary ID)
  Proof of your current residential address (choose one, must be dated within the last 90 days):
  Utility bill
  Cell phone or internet service bill
  Rental or lease agreement (no older than 1 year)
  Bank or credit card statement
  State-issued driver's license or ID (if it shows your current address)
  Voter registration card
  If using a Social Security Card, you MUST also provide ONE of the following Secondary IDs:
  Global Entry Card
  Concealed Weapons Permit
  Employment ID
  University/College ID
  U.S. Voter Registration Card
  Unexpired Foreign Driver's License or ID
  
  Submit your documents securely here: [Secure Upload Link]
  
  Tips for uploading your documents:
  
  Take clear, well-lit photos without flash.
  
  Ensure the entire document is visible and in focus.
  
  Avoid blurry or distorted images.
  
  Do not submit screenshots.
  
  We understand this process may seem tedious, but it is essential for your protection and compliance with regulations. Once we receive your valid documents, we will process them promptly and grant you access to your account.
  
  If you have any questions or require further assistance, please do not hesitate to contact our customer support team at [Phone Number] or [Email
  
  for your cooperation.  
  
  
  Sincerely,
  The Hard Rock Bet Team

  Business Response

  Date: 01/12/2025

  Here's a bullet-point summary of the message to the BBB:
  Complaint Received: Hard Rock Bet acknowledges receipt of ******* complaint regarding account verification.
  Player Safety & Regulations: Hard Rock Bet emphasizes its commitment to player safety and adherence to state gaming regulations, which require identity and address verification for all players. This is to prevent fraud, underage gambling, and maintain platform integrity.
  Issue: ***** submitted an expired driver's license (expired 03/14/2024), which is not acceptable due to security protocols and regulatory requirements.
  Communication History: Hard Rock Bet has made multiple attempts to contact ***** and provide instructions for proper verification, including:
  January 11, 2025 (10:27 PM): Initial email explaining the need for valid ID and providing a secure upload link.
  January 8, 2025 (9:22 PM): Follow-up email reiterating the requirement for valid documentation, listing acceptable forms of ID and proof of address, and providing the same secure upload link.
  Acceptable Documentation: Hard Rock Bet reiterated the acceptable forms of identification:
  U.S. or Foreign Passport
  U.S. Driver's License or State ID
  Military ID
  National Identity Card
  Alien Registration Card (Permanent Resident Card)
  Social Security Card (for US Elderly or Disabled Persons only, with a secondary ID)
  Acceptable Proof of Address (within 90 days):
  Utility bill
  Cell phone or internet service bill
  Rental or lease agreement (no older than 1 year)
  Bank or credit card statement
  State-issued driver's license or ID
  Voter registration card
  Secure Upload Link: ***** has been provided with a secure link to upload the required documents.
  Commitment to Resolution: Hard Rock Bet states its commitment to resolving the issue and encourages ***** to submit the necessary documentation to complete the verification process.

  Business Response

  Date: 01/12/2025

  Thank you for your assistance with case ******** concerning ***** ******** Hard Rock Bet account.
  We are pleased to inform you that [Player Name]'s account is now open and active. This was made possible after the player provided the necessary identification documents that we had previously requested.
  We appreciate your thorough investigation and your role in facilitating communication between us and the player. We also commend the player for reaching out to the BBB for assistance, which ultimately helped bring this matter to a resolution.
  We are committed to providing a positive and secure gaming experience for all our players and appreciate the BBB's role in helping us achieve that goal.
  Sincerely,

  Customer Answer

  Date: 01/13/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/10/2025

  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.

  My account has been suspended and I have money and bets placed. I have provided all information needed and have been told multiple times my account would be open with 24 hours! Its been a week. I really just hope Hard Rock can fix this for me promptly

  Business Response

  Date: 01/11/2025

  Thank you for reaching out to the Better Business Bureau (BBB) regarding your account. We want to assure you that we are always available to discuss these matters directly via email.
  
  We understand your frustration regarding the suspension of your Hard Rock Bet account and the funds and pending bets associated with it. However, we want to provide context regarding the reason for the account review.
  
  On January 5, 2025, at 1:19 PM, you contacted our agents claiming we had cashed out your bet (ID: ********************. Hard Rock Bet does not initiate cash outs; the process requires multiple deliberate steps by the player, including confirmation of the amount. Our system tracks IP addresses and locations, and we can confirm with certainty that the cash out originated from your device at your registered location.
  
  During a subsequent interaction on the same day (1:48 PM), when asked if your account might have been compromised due to the cash out requiring user interaction, you stated, "The bet was not cashed out by me." This discrepancy triggered a review of your account under our Terms and Conditions, which you agreed to upon registration. These terms stipulate your responsibility for securing your device and preventing unauthorized access.
  
  Our records show you have contacted us over ten times with claims of unauthorized account access, which contradict the verifiable data we have. It appears these claims were made in an attempt to receive a refund for a losing bet.
  
  Your account is currently under review, and upon completion, it will either be restored or unrestricted, allowing you to access the $35.42 currently in your account. We are committed to following all state and casino regulations and conducting a thorough investigation. These investigations can take the necessary time to ensure a comprehensive review.
  
  We want to reiterate that we have maintained a polite and professional demeanor throughout our interactions with you. We are rejecting this BBB complaint due to the demonstrably false claims made in an attempt to secure a refund. The
  
  Hard Rock Bet team will contact you directly once the review is completed.
  
  Please see the attached screenshots of player's conversation and location as pinpointed at the time the player cashed out their bet. This matches the players address that we have on file. 

  Business Response

  Date: 01/11/2025

  Regarding the BBB complaint filed by ******* ********** concerning their Hard Rock Bet account, we are pleased to report a resolution.
  
  Following a thorough review of the situation, we have reactivated the player's account. During our communication with the player, they confirmed they now have full control of their account and acknowledged they were the individual who initiated the cash out that was initially in question.
  
  Based on this confirmation and the player's cooperation, we have reinstated their account and they now have full access. We consider this matter resolved and closed.
  
  We appreciate the BBB's assistance in facilitating communication and resolution in this matter.
  Sincerely,
  
  See screenshot where player said they had control over their account and they agreed they "Cashed out" this bet. 

• Initial Complaint

  Date:01/10/2025

  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.

  Request for Thorough Investigation of Duplicate Charges I am writing to address a significant concern regarding an overcharge of $180 on my account, and I am requesting a thorough investigation into this *********** are the transaction IDs for the $180 deposits I made:1.3977307546952925295 - $180 ********************* - $180 ********************* - $180 Following these deposits, I was still able to make another deposit:4.5786855463133642798 - $238 However, upon reviewing my ***************** account, it shows four separate $180 withdrawals, not three. This discrepancy indicates an overcharge of $180.Key Points to Investigate:1.Verification of Failed Deposits: ID ******************* s the funds were successfully deposited into my account, and I paid for this transaction.Inconsistencies in Records: email states that the transaction ID ******************* was from November 11, 2024, which contradicts the deposit date of January 1, 2025 mentioned in the same email. This discrepancy suggests an issue with your system or records.Request for Resolution:Conduct a thorough investigation into all $180 transactions and verify your records against my provided information.Provide a clear explanation for why the fourth $180 withdrawal occurred when only three deposits were made and paid for.Escalate this case to a supervisor for proper review, as the responses Ive received so far have been inconsistent and unsatisfactory.I have documented evidence, including screenshots, proving that Hard Rock Bet took an additional $180 from my account without authorization.I expect a prompt and thorough response to this issue. Thank you for your attention.Sincerely,******

  Business Response

  Date: 01/10/2025

  Dear ******,
  
  Thank you for contacting the Better Business Bureau (BBB) regarding your concerns about potential duplicate charges totaling $180 on your Hard Rock Bet account. We understand your frustration and are committed to conducting a thorough and professional investigation into this matter.
  
  We acknowledge the transaction IDs you provided:
  ******************* - $180
  ******************* - $180
  ******************* - $180
  ******************* - $238
  
  We also understand your concern about four $180 withdrawals appearing on your bank statement when you believe you only made three such deposits.
  
  We want to address the communication aspect of this issue. While we are dedicated to assisting you, we must emphasize the importance of maintaining respectful communication. We have received a high volume of emails from you regarding this matter, and some of the language used has been inappropriate and in violation of our terms and conditions. While we understand your frustration, using abusive language hinders our ability to effectively assist you. We ask that all future communication be conducted in a professional and respectful manner. Continued use of abusive language may result in account restrictions.
  
  Our initial findings, which we previously shared with you, are as follows:
  
  We identified the following deposit transactions of $180:
  
  Reference # *******************, deposited on December 26, 2024, at 13:35:50, using an account ending in 8502.
  Reference # *******************, deposited on December 26, 2024, at 21:14:29, using an account ending in 8502.
  Reference # *******************, deposited on December 27, 2024, using a card ending in 8256.
  Reference # *******************, a deposit attempted on January 1, 2025, at 13:20:57. This transaction was initially unsuccessful but was subsequently collected on January 8, 2025.
  
  This information clarifies that there were indeed four transactions associated with $180 amounts, explaining the four withdrawals you see on your bank statement. The initial email you received contained a clerical error regarding the date of transaction *******************; we apologize for this discrepancy, which may have contributed to the confusion. The correct date of the attempted transaction was January 1, 2025, with final collection on January 8, 2025.
  
  To complete our investigation and reconcile the discrepancies you've identified, we require further documentation. We respectfully request that you provide us with a ******** statement covering the period from December 26, 2024, to January 8, 2025. To protect your sensitive information, you may redact your full account number, leaving only the last four digits visible. The statement must clearly display your full name, address, and the bank name. This will allow us to directly compare your bank records with our transaction logs and accurately identify any discrepancies.
  
  Once we receive this documentation, we will expedite our review and provide you with a comprehensive explanation and resolution. We are committed to resolving this matter fairly and efficiently. We appreciate your cooperation in providing the requested information.
  ,

  Business Response

  Date: 01/10/2025

  Dear ******,
  
  Thank you for contacting the Better Business Bureau (BBB) regarding your concerns about potential duplicate charges totaling $180 on your Hard Rock Bet account. We understand your frustration and are committed to conducting a thorough and professional investigation into this matter.
  
  We acknowledge the transaction IDs you provided:
  ******************* - $180
  ******************* - $180
  ******************* - $180
  ******************* - $238
  
  We also understand your concern about four $180 withdrawals appearing on your bank statement when you believe you only made three such deposits.
  
  We want to address the communication aspect of this issue. While we are dedicated to assisting you, we must emphasize the importance of maintaining respectful communication. We have received a high volume of emails from you regarding this matter, and some of the language used has been inappropriate and in violation of our terms and conditions. While we understand your frustration, using abusive language hinders our ability to effectively assist you. We ask that all future communication be conducted in a professional and respectful manner. Continued use of abusive language may result in account restrictions.
  
  Our initial findings, which we previously shared with you, are as follows:
  
  We identified the following deposit transactions of $180:
  
  Reference # *******************, deposited on December 26, 2024, at 13:35:50, using an account ending in 8502.
  Reference # *******************, deposited on December 26, 2024, at 21:14:29, using an account ending in 8502.
  Reference # *******************, deposited on December 27, 2024, using a card ending in 8256.
  Reference # *******************, a deposit attempted on January 1, 2025, at 13:20:57. This transaction was initially unsuccessful but was subsequently collected on January 8, 2025.
  
  This information clarifies that there were indeed four transactions associated with $180 amounts, explaining the four withdrawals you see on your bank statement. The initial email you received contained a clerical error regarding the date of transaction *******************; we apologize for this discrepancy, which may have contributed to the confusion. The correct date of the attempted transaction was January 1, 2025, with final collection on January 8, 2025.
  
  To complete our investigation and reconcile the discrepancies you've identified, we require further documentation. We respectfully request that you provide us with a ******** statement covering the period from December 26, 2024, to January 8, 2025. To protect your sensitive information, you may redact your full account number, leaving only the last four digits visible. The statement must clearly display your full name, address, and the bank name. This will allow us to directly compare your bank records with our transaction logs and accurately identify any discrepancies.
  
  Once we receive this documentation, we will expedite our review and provide you with a comprehensive explanation and resolution. We are committed to resolving this matter fairly and efficiently. We appreciate your cooperation in providing the requested information.
  ,

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22795335
  
  I am rejecting this response because:
  
  Sincerely,
  
  Vianka Mercedes

  Clarification on Duplicate Transaction Reference

  Business Response

  Date: 01/14/2025

  Dear Better Business Bureau,
  This letter is in response to the complaint filed by ****** ********. We have made significant efforts to work with Ms. ******** and resolve the issue she raised.
  Our records indicate that we have communicated directly with Ms. ******** on multiple occasions, attempting to provide solutions and explanations.
  In her most recent communication, Ms. ******** stated, ******** will contact Hard Rock. Thank you, ******." We interpret this statement as an indication that Ms. ******** is now pursuing resolution directly with her financial institution, which is often the appropriate next step in disputes involving financial transactions.
  Given this development, and having exhausted all reasonable efforts to directly assist Ms. ********, we consider this matter closed from our perspective. We will, of course, cooperate fully with any inquiries from Ms. ************* or other relevant financial institutions.
  We are also available to provide any further information the BBB may require.
  Thank you for your time and consideration.
  Sincerely,

• Initial Complaint

  Date:01/10/2025

  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.

  This complaint is against the hard rock in atlantic city. I had placed a bet on a specific combination of the dice, and told them it was working. This means that the bet was on for that roll. The bet I made, and said repeatedly, is "hard 10 working." The payout after it hit would have been $175. The guy next to me got paid, and it looked like he was paid from my bet, and then the dealer told me I did not have a working bet on that number. The other person, the boxman, told me it was not active for that roll, despite me yelling multiple tiems beforehand that it was. I requested a review and for them to call upstairs, to which I was met with hestitation. finally, the boxman called someone and I told what happened. The **** manager made some disrespectul comments and said they would not pay. I told them to check the cameras, because if the claim was the other way, the attitude and action would have been far different. He refused and walked away. The odds for these games are already in the house favor. There should be no reason to cheat on top of that. The bet was made, I could prove it since it was on camera, and they still ***** on the bet. If you were so sure I am not right, you could check the camera and resolve it in 5 minutes. Poor business practices and not a place to be visited. I want my $175 and an apology.

  Business Response

  Date: 01/15/2025

  Subject: Re: BBB Complaint - ******** - Regarding Hard Rock Bet Account
  Dear ********************** and Mr. ******************** you for bringing this matter to our attention. We at Hard Rock Bet take all complaints seriously and are committed to addressing customer concerns promptly and fairly.
  We have reviewed the information provided in complaint ********. However, we are unable to locate an account associated with the name, email address **************************** or phone number provided.
  Without verification of an active or previous Hard Rock Bet account connected to this information, we are unable to validate this complaint or proceed with a resolution.
  To allow us to properly investigate and potentially resolve this matter, please confirm that the information provided to the BBB is accurate and corresponds to an account you created with Hard Rock Bet. If you have any alternate spellings of your name, previous email addresses, or phone numbers that may have been used, providing those would also be helpful.
  If we are unable to verify an account with the information provided, we will be unable to further investigate or address this complaint.
  Sincerely,
  The Hard Rock Bet Team
  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22787916
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 01/20/2025

  Hard Rock Digital (Hard Rock Bet) is responding to a complaint filed with the Better Business Bureau. We have reviewed the details of the complaint, which describes an incident that allegedly occurred at the **************** in *************, **, on January 1, 2025.
  We wish to clarify that Hard Rock Digital (Hard Rock Bet) is a separate and distinct entity from the physical Hard Rock Casino locations. ***************** operates the online sportsbook and casino platform, while the **************** in ************* is a land-based casino resort.
  The complaint describes an alleged dispute regarding a craps bet at a physical craps table within the **************** in *************. This matter falls under the jurisdiction of the **************** in ************* and is not related to Hard Rock Digital or Hard Rock Bet.
  Therefore, this complaint has been misdirected to Hard Rock Digital. We respectfully request that the BBB remove this complaint from our business profile as it is not relevant to our operations.
  We advise the consumer to contact the **************** in ************* directly to address their concerns. They can be reached at [Insert ****************************** Contact Information, if readily available, or a general direction such as their website or customer service number].
  Thank you for your attention to this clarification.
  Sincerely,
  Hard Rock Digital (Hard Rock Bet) 

• Initial Complaint

  Date:01/09/2025

  Type:Sales and Advertising 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.

  My account was suspended on Hard Rock bet. I had about ***** dollars in funds and it has been 20 days now. I have reached out plenty of times. They have responded but still nothing has happened. I need this money for bills.

  Business Response

  Date: 01/11/2025

  Dear *****,
  
  Thank you for contacting Hard Rock Bet and the Better Business Bureau. As you can see, we have temporarily unrestricted your account to allow you to initiate a withdrawal of $1,000.
  
  Please note that you also have a remaining cash balance of $69.44. We request that you withdraw this amount as well. Once both withdrawals have been successfully processed, we will reinstate the restriction on your account.
  
  We understand this may not be the outcome you were hoping for, and we apologize for any inconvenience this may cause. While we understand you may disagree with our decision, we want to assure you that we have been transparent and provided factual information regarding the technical concerns related to your account. We have also strived to maintain a professional and courteous approach in all our communications with you.
  
  We have temporarily unrestricted your account solely for the purpose of facilitating these withdrawals. We will restrict the account again once both the $1,000 and the $69.44 withdrawals are completed and approved.
  
  Thank you for your cooperation.
  
  Sincerely,

• Initial Complaint

  Date:01/08/2025

  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.

  When placing my bet, the scores were inaccurate and due to that Ive lost. I won on the score sheet, but lost in the app.They said they will compensate me $250, but Id like my full refund, due to inaccurate scores.

  Business Response

  Date: 01/10/2025

  Thank you for contacting the Better Business Bureau (BBB) regarding your recent live betting experience on the Hard Rock Bet app. We appreciate you bringing this matter to our attention and want to express our empathy for your frustration.
  
  Upon reviewing our ticketing system and case logs, we weren't able to locate any record of you contacting our customer support team directly regarding this specific issue. If you contacted your VIP host instead, we would need more details about that conversation, as our official records of player inquiries are captured through our ticketing system.
  
  However, we understand from your complaint that you believe inaccurate scores on the app led to an unexpected loss on a live bet, even though you believe you would have won based on the actual game score. While we strive to provide the most accurate and up-to-date information during live games, we want to highlight the relevant section of our house rules that applies to these situations:
  
  ****************************************
  
  Section 14. In Running Bet (Live Bet)
  "When scores are displayed in running, every effort is made to ensure the accuracy of the score, game situation, and clock. However, no liability is accepted for incorrect information displayed."
  
  These house rules are publicly available and form part of the agreement you accepted when signing up for our app. We encourage all players to thoroughly review these rules to understand how live betting functions and the potential for information discrepancies.
  
  Moving Forward:
  
  To help us further investigate your specific situation, we would appreciate it if you could provide additional details, including:
  
  When did this live betting experience occur (date and approximate time)?
  
  Which specific game were you betting on?
  
  Did you attempt to contact our customer support team directly, or did you only speak with your VIP host?
  
  With this information, we may be able to locate relevant data from our internal systems and potentially provide a clearer picture of what transpired during your live bet.
  
  Thank you for your understanding and cooperation. We are committed to fair play and transparency, and we want to ensure a satisfactory resolution for you. Please reach out with the requested details so we can address your concerns more comprehensively.
  
  

• Initial Complaint

  Date:01/07/2025

  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.

  Bet ID included below.- Hard Rock technology, algorithm, delay, manipulation.- $300 bet was placed on table tennis Player #1 to win Game #3 at ***** odds.- at the time of bet placement, the score was Player #1 : 10 and Player #2 : 7. Player #1 needed 1 more point to win the game and win the bet.- a split second after bet was placed, score was changed to Player #1: 9 and Player #2 : 8. This is dramatically different odds for table tennis and bet would NOT have been placed.- I am assuming a scoring error / adjustment was made; however, points should never go backward with any sporting bets allowed, bets should not be able to go through.- as a result, Player #2 overcame the 1 point deficit and won the game. $300 was lost for odds and score that never should have been available to a customer.

  Business Response

  Date: 01/07/2025

  Thank you for reaching out to Hard Rock Bet regarding your dispute for Bet ID *******************. We appreciate you bringing this matter to our attention. This email will also be sent to the Better Business Bureau.
  
  We have reviewed your case with our Sports Operations team, and this email represents our official and final decision on this matter.
  
  Your bet was placed at 23:14:27. At that precise moment, the score was displayed as 10-7 in the 3rd game. However, at 23:14:30, a score change occurred, updating the score to 9-8. As Tazler subsequently won the 3rd game, your bet on Hlawatschke resulted in a loss.
  It is important to understand that score changes within in-play events are common, especially in fast-paced sports like Table Tennis. This is why we have the following house rule in place:
  
  Section 14. In Running Bet (Live bet)
  When scores are displayed in running, every effort is made to ensure the accuracy of the score, game situation, and clock. However, no liability is accepted for incorrect information displayed. 1
  ****************************************
  
  We understand your frustration with the rapid score change. However, as per our house rules, we are not liable for these in-play fluctuations.
  One-Time Gesture of Goodwill:
  
  Despite the above, as a one-time gesture of goodwill, we have decided to void this specific bet. We must emphasize that this is a singular exception. Future bets placed under similar circumstances will be subject to our standard house rules, and voiding will not be considered.
  
  We strongly advise you to familiarize yourself with our house rules to avoid similar situations in the future.
  
  Response to Your Concerns:
  We understand you may have concerns regarding the extremely short time window between your bet placement and the score change. While we acknowledge the close proximity of these events, our systems accurately reflected the score at the precise moment of bet placement.
  Regarding the possibility of technical issues, our systems are regularly monitored and maintained to ensure accuracy. In this instance, no technical errors were detected that would have impacted the displayed score.
  
  Final Decision:
  Therefore, while we are voiding this specific bet as a one-time courtesy, we must reiterate that this does not set a precedent for future instances. Our house rules regarding in-running bets will be strictly enforced going forward.
  
  We appreciate your understanding in this matter.
  
  Sincerely,
  Hard Rock Bet Support

• Initial Complaint

  Date:01/06/2025

  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 bet on the ******** against the *******. The spread was 2.5 points accredited to the ********. The final score was ***** in favor of the *******. But considering the spread the ******** won(27 plus 2.5=29.5). When I checked my account they said my spread was only 1.5 points. Theyre cheating by changing the spread at the last minute. I would like my $50 winning as a check or accredited to my account.

  Business Response

  Date: 01/07/2025

  Please have this case moved to ********************************************************************************************* this is the correct business and they will respond.

   

  Thank you

  Business Response

  Date: 01/10/2025

  Thank you for contacting Hard Rock Bet and the Better Business Bureau (BBB) regarding your recent wager on the Steelers vs. Bengals game (Bet ID: ********************. We understand your frustration and want to address your concerns with empathy and transparency.
  
  We sincerely apologize for any confusion caused by the outcome of your bet. We've thoroughly reviewed the game and confirm that the final score was indeed ******* 29 - ******** 27. We also understand your interpretation of the spread being added to the ********' score to determine the winning outcome.
  
  However, it's important to clarify that for your bet selection of "******************* +1.5" to win, the ********' actual score needed to be 18 points or higher. Adding 1.5 to their final score of 27 would result in ******* 29 - ******** 28.5, which wouldn't be enough to cover the spread. In this case, the ******* won by a margin exceeding the spread (29 - 27 = 2 points), resulting in a losing bet.
  
  We understand that house rules can sometimes be complex, and we deeply apologize if you didn't have the opportunity to fully understand them before placing your wager. We highly encourage you to review our house rules at ************************************************ familiarize yourself with future bets. This helps to avoid any misunderstandings about the game mechanics and scoring system.
  
  We strive to be completely transparent and fair with all our players. Understanding the house rules is crucial for a smooth and enjoyable betting experience. We apologize that the outcome wasn't in your favor in this instance. However, we stand by the correct settling of your bet based on the established rules.
  
  If you have any further questions about house rules or specific ******, please don't hesitate to reach out to our friendly customer support team. We're always happy to assist you.
  Sincerely,
  
  The Hard Rock Bet Team
  
  We have attached proof of what player wagered, we do not change bets once they are made by player/consumer. This is false. 

• Initial Complaint

  Date:12/31/2024

  Type:Billing 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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Hard Rock Bet regarding the difficulties I have encountered in accessing funds I rightfully won. On 12/26/2024, I won a bet amounting to $20,500 through the Hard Rock Bet platform. Despite meeting all their verification requirements, my account remains restricted, and I have been unable to withdraw my funds.Initially, I used my finances card for the transactions, which is linked to a joint bank account. ******************** requested an affidavit confirming the joint account, which my co-account holder and I promptly signed and submitted. Unfortunately, this was deemed insufficient by their support team, though no clear explanation was provided for why it failed to meet their *************** response to this, I provided my personal bank account information to resolve any potential issues with the joint account. Despite this effort, I continue to receive vague and unhelpful responses from their support team. Their communications lack clarity about what is causing the delay or what additional steps are needed to complete the withdrawal.I have made every reasonable effort to comply with Hard Rock Bets requests, yet the funds remain inaccessible to me. The lack of transparency and resolution is causing undue stress and inconvenience.I kindly request your assistance in mediating this matter to ensure Hard Rock Bet promptly resolves the issue and releases the funds I am entitled to. I have attached copies of relevant documentation, including email correspondence, the signed affidavit, and proof of my bank account information, for your review.Thank you for your time and attention to this matter. I look forward to your guidance and intervention in resolving this issue.

  Customer Answer

  Date: 01/04/2025

  They have just now suspended my account with all of money it. I am extremely upset by this.

  Business Response

  Date: 01/06/2025

  Thank you for reaching out to the Better Business Bureau (BBB) regarding your complaint.
  As part of our investigation, we previously requested an explanation regarding your use of a shared bank account, along with documentation confirming your permission to use this account. Please note that, as outlined in our terms and conditions, the use of shared bank accounts is not permitted.
  We appreciate that you have provided some of the requested documentation, and we want to assure you that our team is currently reviewing this information thoroughly.
  We kindly ask for your patience as we complete our investigation. Please keep an eye on your email, as we will contact you with an update once the review process is finalized.
  If you have any additional questions or information to share, feel free to reach out to us directly.
  Sincerely,

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22752106
  
  I am rejecting this response because:I am writing regarding the recent suspension of my account and the associated concerns about deposits and withdrawals made using my card. When I initially created my account, I was unaware of any fraudulent activity associated with the card. This issue should have been identified and brought to my attention at the time of my first transaction, not after I had successfully deposited, withdrawn funds, and subsequently won $20,000.
  I would like to address a few key points of concern:
  Lack of Communication: There has been a clear lapse in communication regarding the issue with my account. If there was a problem with the card or any transactions, I should have been notified immediately to prevent further complications.
  Confusion *********************** Accounts: I am unsure of what is meant by claims that bank accounts have been altered. I have not made any such changes, and I kindly request clarification on this matter.
  Resolution Timeline: I have been experiencing delays and feel I am being given the runaround. I have already submitted all requested documentation and am eager to resolve this matter as quickly as possible.
  To expedite this process, I respectfully request that this issue be escalated and that I receive direct communication from a representative who can provide clarity and assistance. I would appreciate transparency and a clear timeline for resolving this matter.
  Thank you for your attention to this issue. I trust that Hard Rock Bet values its customers and will work to address this promptly and fairly. I look forward to your reply.
  
  Sincerely,
  
  Audessty ****

  Business Response

  Date: 01/10/2025

  Thank you for reaching out to the Better Business Bureau (BBB) and for providing additional details regarding your concerns about the suspension of your Hard Rock Bet account and the associated transactions. We understand your frustration and appreciate the opportunity to address your specific points. We want to assure you that we take all customer concerns seriously and are committed to conducting a thorough and fair review.
  
  We acknowledge your statement that you were unaware of any potential issues with the card used to deposit and withdraw funds when you initially created your account. We understand your point that any discrepancies should ideally have been flagged at the time of your first transaction. However, our security protocols are designed to detect various patterns and anomalies, some of which may only become apparent after multiple transactions or through ongoing monitoring. This is a standard practice within the financial and gaming industries to protect both our customers and our platform from fraudulent activity.
  
  Regarding your specific concerns:
  
  Lack of Communication: We recognize your concern about the perceived lack of communication. While our team works diligently to investigate these matters, the complexity of financial reviews can sometimes lead to longer processing times. We acknowledge that improved communication throughout this process is crucial, and we are taking steps to ensure more timely updates in similar situations. We want to assure you that the delay was due to the complexity of the investigation and not a lack of concern for your situation.
  
  Confusion *********************** Accounts: We understand your confusion regarding the reference to "altering bank accounts." To clarify, our investigation revealed that the financial instrument used for transactions on your Hard Rock Bet account is associated with a shared bank account. Our terms and conditions, which you agreed to upon account creation, explicitly state that the use of shared bank accounts for transactions on our platform is prohibited. This policy is in place for several key reasons, including preventing fraud, ensuring proper fund ownership verification, and complying with regulatory requirements related to anti-money laundering and responsible gaming. We understand you may not have been aware of this specific clause within our terms and conditions, and we regret any resulting misunderstanding. We are not alleging that you intentionally altered any bank accounts; rather, our records indicate the use of a shared account, which is the basis of this aspect of our review.
  
  Resolution Timeline and Documentation: We appreciate you providing the requested documentation. Our dedicated team is currently meticulously reviewing this information. Financial reviews often involve verifying data with third-party processors and financial institutions, which can contribute to the overall processing time. We understand your desire for a swift resolution and are working diligently to expedite this process while ensuring the accuracy and integrity of our review. We assure you we are not intentionally delaying the resolution. Each step is taken to ensure a fair and just outcome.
  
  We understand your request for escalation and direct communication. Due to the sensitive nature of financial investigations and the need for consistent information handling, all communication regarding this matter will continue to be handled through our established channels. This ensures that all interactions are properly documented and that the investigation remains consistent and objective. We will, however, make every effort to provide you with more frequent updates on the progress of the review.
  
  We want to reiterate our commitment to transparency and fairness. We value all our customers and are dedicated to resolving this matter as efficiently and thoroughly as possible. We kindly request your continued patience as we complete our review. We will contact you via email with a comprehensive update as soon as the review process is finalized.
  
  Should you have any further questions or wish to provide additional relevant information, please do not hesitate to contact us directly. We appreciate your cooperation.
  
  Sincerely,

  Customer Answer

  Date: 01/10/2025

  I am writing to formally lodge a complaint against Hard Rock Bet concerning the ongoing and unacceptable handling of my account and case. I have repeatedly reached out to Hard Rock Bet regarding this issue, but I am met with a lack of resolution and constant delays, leaving me frustrated and disheartened.
  Hard Rock Bet has claimed that my fiancs card, which is linked to our joint account, was associated with fraudulent activity. However, after further communication, I was informed that the issue was not related to fraudulent activity but rather to a chargeback. Despite this clarification, my fiancs account has been unsuspended, while my account remains under suspension.
  I have gone above and beyond to provide Hard Rock Bet with all the necessary documentation to resolve this matter. This includes:
  1.)Proof that the card in question is part of a joint account.
  2.)A signed affidavit verifying the details of the account and the situation.
  Despite my transparency and cooperation, I have yet to receive any substantive response or resolution. I have sent numerous emails and inquiries, only to be met with vague responses or, worse, complete silence. This lack of communication and accountability is entirely unacceptable.
  I have done everything in my power to address the concerns raised by Hard Rock Bet, yet I am being treated as though I am engaging in shady activity. At this point, it feels as though Hard Rock Bet is intentionally giving me the runaround, making me conclude they don't even have my funds at all. This treatment is unfair, unprofessional, and deeply disappointing.
  I am seeking your assistance to intervene in this matter and help facilitate a resolution. I am requesting that Hard Rock Bet:
  1.)Provide a clear and detailed explanation of the status of my case.
  2.)Expedite the review and unsuspension of my account.
  ********* timely and transparent communication moving forward.
  Thank you for your attention to this matter. I trust that the BBBs involvement will encourage Hard Rock Bet to address this situation promptly and fairly. Please do not hesitate to contact me if additional information or documentation is required.
  Sincerely,

  Audessty ****

  Customer Answer

  Date: 01/15/2025

  Dear Better Business Bureau,
  I am writing to formally reject the response provided by ********* regarding my complaint. While they have responded, their reply offers no meaningful resolution and instead reiterates the same generic excuses I have been receiving throughout this processonly using "more words" to do so.
  Specifically:
  Despite their claims, no timeline has been provided for when the funds in question will be deposited into my account.
  The card that was originally flagged is no longer suspended, yet my account remains suspended, and I have not been given a valid explanation for this.
  Hard Rock's most recent response mirrors the same repetitive message I have received previously: they are "looking into the matter." This has been their position for weeks, with no progress or actionable updates. While their wording has changed slightly, it amounts to the same lack of resolution and transparency.
  Until this matter is fully resolved, I will continue to leave this case open. Additionally, I need clear answers, including:
  A definitive timeline for the resolution of this matter.
  The specific reason my account remains suspended despite the flagged card issue being resolved.
  Evidence that my concerns are being taken seriously and that actionable steps are being taken.
  It has been almost a month, and I feel as though my concerns are being dismissed. Hard Rock's responses have not addressed my concerns in a satisfactory manner, and I have no confidence that this matter will be resolved unless additional action is taken.
  I am requesting your assistance in holding Hard Rock accountable for resolving this issue promptly and communicating transparently with me moving forward.
  Thank you for your attention to this matter. Please let me know if you require any additional documentation or details from me.
  Sincerely,
  
  Audessty ****

  Business Response

  Date: 01/22/2025

  Subject: Response to BBB Complaint - Audessty ****
  Thank you for reaching out to the Better Business Bureau regarding Ms. ****** complaint. We understand Ms. ****** frustration and want to assure you and her that we are taking this matter seriously.
  We acknowledge Ms. ****** concerns regarding the lack of a specific timeline and detailed explanation for the ongoing review of her account. While we understand her desire for immediate resolution, we must adhere to regulatory requirements and internal procedures when conducting account investigations, particularly those involving financial transactions. These procedures often require a thorough review of documentation and may involve coordination with external partners, which can impact the timeline for resolution.
  As previously communicated, our investigation was initiated due to concerns regarding the use of a shared bank account, which is a violation of our terms and conditions. We requested documentation to verify authorized use of the account. Ms. **** has provided some of the requested documentation, which is currently under review by our compliance team.
  We understand Ms. ****** request for a definitive timeline and specific reasons for the account suspension. However, due to the sensitive nature of these investigations and to protect the integrity of our processes, we are unable to provide specific details or a precise timeline for completion. Disclosing specific details of an investigation could potentially compromise its integrity. This is consistent with industry best practices and regulatory guidance.
  We want to emphasize that this review is being conducted with the utmost diligence. We are committed to completing the review as expeditiously as possible while ensuring a thorough and accurate assessment. We will communicate directly with Ms. **** via email as soon as the review process is finalized and a determination has been made.
  We appreciate Ms. ****** patience and cooperation during this process. We are committed to maintaining a fair and secure gaming environment for all our players.
  Sincerely,

  Customer Answer

  Date: 01/22/2025

  Dear Better Business Bureau Representative,
  I am writing to formally reiterate my rejection of Hard Rock Bets response regarding my case. They have stated that I have submitted some of the required documentation for my withdrawal and account suspension review. However, I have provided all requested documents as per their requirements and have been waiting for over a month with no resolution.
  Despite their claim that my case is being thoroughly reviewed, I have not received any proactive updates from Hard Rock Bet unless I personally reach out to request one. This lack of communication is unacceptable, and I remain frustrated and disheartened by the ongoing delays.
  A month to review documents that were submitted without issue is excessive and unreasonable. To date, I have not been provided with any explanation for this prolonged delay, nor has there been any indication of when I can expect a resolution.
  As I have stated previously, I will not close this case until the matter has been fully resolved. I urge Hard Rock Bet to take immediate and meaningful action to address my concerns and provide me with a clear timeline for resolution.
  Thank you for your continued assistance in this matter. I look forward to hearing back with an update on my case.
  Sincerely,
  Audessty ****

  Business Response

  Date: 01/29/2025

  Dear Better Business Bureau,
  This email is a follow-up to the complaint filed by consumer Audessty. We are pleased to inform you that this matter has been successfully resolved.
  Our records indicate that ********'s account is currently active, and they recently made a successful withdrawal of $20,000 on January 24, 2025.
  Therefore, we consider this matter closed and resolved. Thank you for bringing this to our attention and for your assistance in facilitating a positive outcome.
  Sincerely,

  Customer Answer

  Date: 02/07/2025

  This matter has been resolved. Thank you so much for your help and cooperation!! I dont believe this matter would have been resolved with out your business. 

• Initial Complaint

  Date:12/30/2024

  Type:Delivery 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 through their app. After the bet was placed the odds on the bet were changed. The company was contacted and are unwilling to even look into the matter.

  Business Response

  Date: 12/30/2024

  Regarding your BBB response and your concern about odds changes:
  We have previously explained that odds do not change once you lock in your bet unless you are placing a parlay and one or more legs are voided. Live odds fluctuate constantly until a bet is confirmed at the displayed price, as they reflect the real-time status of the game. Once a bet is locked in, the odds are final and cannot be changed.
  We understand it can be disappointing when the payout does not meet your expectations. However, after reviewing your bet (ID: ***************************************, we can confirm that the payout was calculated correctly according to the locked odds.We have initiated the process to close your account as per your instructions repeatedly to our agents. Were sorry to hear that your experience with Hard Rock Bet did not meet your expectations, and we appreciate the time youve taken to share your feedback.
  While we are rejecting your complaint that the odds changed after you locked in your bet, we encourage you to refer to our *********** at ***************** for additional information about our betting policies. If you have further questions, youre welcome to reach out to us via chat or email for clarification.
  Thank you for choosing Hard Rock Bet, and we wish you the best.
  Kind regards,

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22744557
  
  I am rejecting this response because: the odds changed after the bet was placed.  Hard Rock refuses to acknowledge their wrong doing.  A complaint will be filed with the ************************
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 01/06/2025

  Regarding your BBB response and your concern about odds changes:
  We have previously explained that odds do not change once you lock in your bet unless you are placing a parlay and one or more legs are voided. Live odds fluctuate constantly until a bet is confirmed at the displayed price, as they reflect the real-time status of the game. Once a bet is locked in, the odds are final and cannot be changed.
  We understand it can be disappointing when the payout does not meet your expectations. However, after reviewing your bet (ID: ***************************************, we can confirm that the payout was calculated correctly according to the locked odds.We have initiated the process to close your account as per your instructions repeatedly to our agents. Were sorry to hear that your experience with Hard Rock Bet did not meet your expectations, and we appreciate the time youve taken to share your feedback.
  While we are rejecting your complaint that the odds changed after you locked in your bet, we encourage you to refer to our *********** at ***************** for additional information about our betting policies. If you have further questions, youre welcome to reach out to us via chat or email for clarification.
  Thank you for choosing Hard Rock Bet, and we wish you the best.
  Kind regards,

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22744557
  
  I am rejecting this response because: the odds did change after the bet was placed.  I have filed a complaint with the ********************************* due to Hard Rock refusing to acknowledge their faults.  After this incidident I had another pay with an incorrect payout that I luckily caught and was able to dispute.
  
  Sincerely,
  
  ******* *********