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:12/29/2024

  Type:Product 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.

  My hard rock bet account got suspended randomly after providing all documents to them. I even had a host that helped me through the process and all. This so called review has been going on from August 2024 - till now. I dont get feedback from my host or support anymore. My emails get ignored. My problem is that I had $9000 still on my account. They wont let me withdrawal after I have spend 100s of thousands of dollars with them and achieve their highest status. It all was random and now when I went to the casino I was told I was banned. I want to get my money back thats still in the app and forget about this business.

  Business Response

  Date: 12/30/2024

  Dear BBB,
  Thank you for bringing this matter to our attention. The complaint submitted by **** pertains to an ongoing investigation. We have informed the player multiple times about the status of this investigation and the steps being taken.
  Due to regulatory requirements, we are unable to comment on ongoing investigations. Once the investigation is completed, we will provide a response directly to the player.
  Please rest assured that Hard Rock Bet is adhering to all state and regulatory requirements while conducting this investigation. We are committed to ensuring compliance and transparency throughout the process.
  Thank you for your understanding.
  Sincerely,

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22742696
  
  I am rejecting this response because:

  Hard Rock Bet has taken more than 3 months to report. Theres no justificable answer. Theres no comment about action being taken or what to expect.

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 01/06/2025

  Dear BBB,
  Thank you for bringing this matter to our attention. The complaint submitted by **** pertains to an ongoing investigation. We have informed the player multiple times about the status of this investigation and the steps being taken.
  Due to regulatory requirements, we are unable to comment on ongoing investigations. Once the investigation is completed, we will provide a response directly to the player.
  Please rest assured that Hard Rock Bet is adhering to all state and regulatory requirements while conducting this investigation. We are committed to ensuring compliance and transparency throughout the process.
  Thank you for your understanding.
  Sincerely,

  Customer Answer

  Date: 01/07/2025

  Dear BBB,

   

  As I said before. I do not know what actions they are taking, the fact is they are retaining my money for as long as they want, and they dont have an eta. I have talked with my host provided by them and she has lied and ignored to me, making me feel ill. This situation is borderline sentimental now. I was told I could withdraw but not place bets,  I was also told the review process would only take a couple of weeks. Its been more than 4 months and having that money, which is substantial, trap in there making it difficult to me. 
  

  I just want my money back, or an expectation of when the review can be settled. I have heard from groups with a large amount of players that are preparing to take action all because of this. 
  

  Please, let me know their respond. 
  

  Best wishes,

   

  ****

  Customer Answer

  Date: 01/07/2025

  Thats more like the wage total amount. 
  

  Im asking for my $9000 that are still on the app. 

  Business Response

  Date: 01/11/2025

  Dear BBB,
  Thank you for bringing this matter to our attention. The complaint submitted by **** pertains to an ongoing account review. We have informed the player multiple times about the status of this review and the steps being taken.
  
  Due to regulatory requirements, we are unable to comment on the specifics of ongoing account reviews. Once the review is completed, we will provide a response directly to the player.
  
  Please rest assured that Hard Rock Bet is adhering to all state and regulatory requirements while conducting this review. We are committed to ensuring compliance and transparency throughout the process.
  
  Thank you for your understanding.

  Customer Answer

  Date: 01/14/2025

   
  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. They reach out to me and paid me what I was due. They did close my account but I got paid, I will seek interest for that money in other way. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/28/2024

  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 was a victim of identy theft. My phone was stolen and account used on **********************. They blocked my account and are unwilling to let me make a new account I did nothing wrong. I stated to them multiple times that my account was compromised, I no longer even have the bank account that was linked with them and they refuse to allow me to open a account.

  Business Response

  Date: 12/30/2024

  Thank you for reaching out to Hard Rock Bet regarding your request to reopen your account.
  Unfortunately, we are unable to respond to BBB complaints if the player does not provide a valid email address associated with their account. This is necessary to verify your identity and ensure we are addressing the correct account.
  We sincerely apologize for any inconvenience this may cause. Please understand that we reserve the right to refuse service to anyone under certain circumstances, as outlined in our Terms and Conditions.
  If you have further questions or need assistance, we encourage you to reach out directly to our support team via chat or email. Our team will be happy to help resolve any concerns you may have.
  Thank you for your understanding, and we look forward to assisting you.
  Best regards,

• Initial Complaint

  Date:12/23/2024

  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.

  Hard Rock Bet suspended my account within three days of opening it and has denied access to my account balance. I placed a total of six bets. Hard Rock Bet requested personal information to lift the suspension, which I promptly provided. The suspension was removed, however, I was suspended again immediately after logging into the app. Hard Rock Bet claims the suspension is due to a "geolocation issue", however, I was located in ********, an approved state for Hard Rock Bet, the entire time. Hard Rock Bet has denied access to my account and will not refund my account balance after more than two weeks with no transparency in their customer service responses.

  Business Response

  Date: 12/24/2024

  Dear Better Business Bureau,
  This letter is in response to the complaint filed by **** ********* regarding the suspension of his Hard Rock Bet account shortly after it was reopened.
  
  We understand Mr. *********** frustration and appreciate him bringing this matter to our attention. We have investigated the situation and found that the account was flagged by our security system for sharing devices with another player.
  
  This activity is a direct violation of our terms and conditions, which Mr. ********* agreed to upon registering for our app. These measures are in place to ensure fair play and maintain the integrity of our platform for all users.
  
  We have since reviewed the account and it appears to be currently active. We apologize for any inconvenience this temporary suspension may have caused. We strongly encourage Mr. ********* to review our terms and conditions to avoid similar issues in the future.
  
  We value all feedback and thank Mr. ********* for reaching out to the Better Business Bureau. As always, our customer service agents are available to assist with any further questions or concerns.
  Sincerely,

  Customer Answer

  Date: 12/26/2024

   
  Better Business Bureau:
  
  Hard Rock Bet claimed in their response that I shared my account with other players. That is simply not true. I was the only person who had access to and used my account. Fortunately my account was reinstated after making this complaint and I was able to withdraw my money. It is unfortunate that Hard Rock Bet falsely accuses users of sharing their account and holds their money. 

  
  Sincerely,
  
  **** C

• Initial Complaint

  Date:12/23/2024

  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.

  Hello I had hard rock bet on my old phone which I cannot access anymore and wanted to switch the app to my new phone upon downloading the app and trying to log in it kept asking me for the code it kept sending to my old phone which I no longer have why as big as the company is I cant understand why I can only email to get my issue resolved but I did such and after a week and sending an email and having to wait a day for a response I submitted my ID like requested by hard rock bet finally I received an email saying that my phone number was changed and I can log in I tried to log in as stated and I got a new message saying my account is suspended after another week and sending my ID picture multiple times finally I was told my account was under review for a change of address which I never requested only to change my phone number and was told again to submit my ID which Ive done and also followed up with an email asking for more details on why this is happening and why its taking so long once again its been days and I havent even gotten a response this time I will say the turn around time is horrible just to resolve a login in issue I could only imagine if I was disputing a charge or deposit or something its making me second guess trusting the application if you could assist me with getting to the bottom of this I would appreciate it thank you

  Business Response

  Date: 12/24/2024

  This is account is active and should be resolved. 

  Lomar,
  Thank you for your patience and for reaching out to Hard Rock Bet. We're happy to let you know that your account is now active and ready for you to enjoy.
  We sincerely apologize for any delays you experienced. We understand how frustrating it can be when you're eager to get back to playing, and we appreciate your understanding.
  We truly value you as a player at Hard Rock Bet, and we're excited to have you back on our platform. We hope you have a great time exploring our games and features.
  If you have any further questions or need assistance with anything, please don't hesitate to contact our customer support team. We're always here to help.
  Welcome back!

  Customer Answer

  Date: 01/07/2025

   
  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:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately 10 days ago, I woke up and was locked out of my HardRockBet App with $172 in winnings still being used for future transactionswas told that I tried to have duplicate accounts and mysteriously my email was no longer on file even though I had been betting with it since the beginning, multiple attempts to remedy this situation is met with no progress in recovering my account and or fundsI feel that because HardRock has a monopoly on sports betting in *******, they engage in unethical practices as it pertains to bettorstheir customer support is almost useless and leads to stress, frustration & anger at the canned answers that get you no where.if i had $10 for every your account is under review I would be a thousandaire. I dont want to accuse them of anything fraudulent but restoring an account should be childs play from a technical support team associated with a business like ********. I really want my account back, because betting is fun and I win sometimes but a petition needs to be started ( maybe I will) to get some competition down here to *******, but more importantly I want my Money!!

  Business Response

  Date: 12/17/2024

  We understand your frustration and disappointment regarding the recent issues you encountered with your Hard Rock Bet account. We take these matters seriously and want to assure you that we are committed to resolving any legitimate concerns.
  However, we must also adhere to strict regulatory guidelines to protect both our customers and our business from fraudulent activity. As you may know, online gambling is regulated to prevent identity theft, money laundering, and other illegal activities.
  As part of our security protocols, we require users to provide specific information to verify their identity. This is a standard procedure in the industry to ensure the security of all accounts. Unfortunately, in your case, you have been unwilling to provide the necessary information to authenticate your identity.
  On December 5th, 2024 at 11:09 AM, you reached out to our customer support team stating, "I am not doing any transactions, please close my account this is not me."
  On December 6th, 2024 at 10:14 PM, you responded to our follow-up request for more information, stating, "I never opened the account in the first place. Someone has made an account with my email and is withdrawing money. Its not me; I would like my account closed please."
  In response, we initiated our standard security protocols for compromised accounts. On December 7th, 2024 at 8:15 AM, we requested additional information to verify your identity, but you responded, "Im not providing any details. I want the account connected to this email closed; I did not make it."
  You continued to resist our verification efforts, stating on December 7th, 2024 at 3:31 PM, "I dont own that email, its American; I am English from the **. If the account is set with a different email, then why am I getting emails?"
  As you can see, we have made multiple attempts to assist you, but your unwillingness to cooperate with our security protocols has prevented us from resolving the issue. We cannot provide any information or take any action on your account without proper verification.
  We encourage you to review our Terms and Conditions carefully, as they outline the requirements for account verification and security. By complying with these guidelines, we can work together to resolve this matter.
  Please feel free to reach out to our customer support team if you have any further questions or concerns. We are committed to providing excellent customer service and resolving issues promptly.
  Thank you for your understanding.
  
  Please note that player's outside of the ** are not allowed to use our application. 

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22695136
  
  I am rejecting this response because:

  This response was written by a professional liar, you never had this conversation with me #1.i told your technical team what my email was and its still that currentlydid I not provide evidence that your so called support team sent an email to? Btwwhat is the name of this phantom email address? And also, you never addressed my $172 account balance at the time yall fraudulently closed my accountwheres my money? I will be providing every email sent to your support team and not once do I say Im from the ** ?? thats a boldface ******* provided zero evidence with your response. Show me where I sent an email saying close my account & that someone was withdrawing funds and how muchthis answer is a lie, simple as that and yall have stolen my winnings by faking an identity claim 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 12/30/2024

   We appreciate your feedback and understand your frustration and disappointment regarding the issues youve raised with your Hard Rock Bet account. Please know that we take all concerns seriously and are committed to addressing any legitimate issues in accordance with our policies and regulatory requirements.
  However, we must reiterate that we stand by our final email and response to your concerns. If you have additional information to provide, we encourage you to reach out directly to our support team via chat or email for further assistance.
  As part of our operations, we maintain detailed records of all interactions, including calls, texts, and chats, to ensure transparency and accountability. Our records indicate the following timeline of events:
  December 5th, 2024, at 11:09 AM: You informed our support team, "I am not doing any transactions, please close my account this is not me."
  December 6th, 2024, at 10:14 PM: You stated, "I never opened the account in the first place. Someone has made an account with my email and is withdrawing money. Its not me; I would like my account closed please."
  December 7th, 2024, at 8:15 AM: We requested additional information to verify your identity. You responded, "Im not providing any details. I want the account connected to this email closed; I did not make it."
  December 7th, 2024, at 3:31 PM: You mentioned, "I dont own that email, its American; I am English from the **. If the account is set with a different email, then why am I getting emails?"
  In each interaction, we attempted to verify your identity to comply with regulatory guidelines and protect your account. These measures are standard in the online gambling industry to prevent fraudulent activity, identity theft, and other illegal actions. Unfortunately, your unwillingness to cooperate with these protocols has prevented us from resolving your concerns.
  We encourage you to familiarize yourself with our Terms and Conditions, which outline our requirements for account verification and security. Compliance with these guidelines is essential for us to assist you further.
  If you have any additional questions or concerns, or if you are willing to provide the requested information, please reach out to our customer support team. We remain committed to resolving issues promptly and ensuring the security of all accounts.
  Thank you for your understanding.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I won money on hard rock bet app and they have intentionally prevented me from withdrawing my winnings. They state there is an issue with their payment processor but refuse to tell me when it will be fixed. They suggest i use ****** or Venmo but they have blocked the transactions on ******. I have asked to speak to a manager multiple times through the chat and each time a representative disconnects the chat and refuses to let me speak to a manager. Now their new statement is i owe someone money but they do no know how, the statement makes entirely no sense as i have money in my account and that would not prevent me from withdrawing funds. ******** and their customer service representatives treat people like nothing but something to collect money from. I never have these issues with PrizePicks, i was able to withdraw my money from ********** today with no issue. Then Hardrock states they will email you with an update but their emails are all the same, we will contact our payment processor , use ****** instead. I plan to delete my account but i want my winnings first.

  Business Response

  Date: 12/17/2024

  Thank you for Reaching out to the BBB regarding your withdraw concerns,

  We understand your frustration and disappointment regarding the recent issues you encountered while attempting to withdraw your winnings from your Hard Rock Bet account. We sincerely apologize for any inconvenience or stress this may have caused.
  
  We want to assure you that we take your concerns seriously and are committed to resolving any issues you may have. While we cannot control external factors such as payment processor limitations or fraudulent activity flags, we strive to provide clear communication and support throughout the process.
  Regarding the specific challenges you faced:
  
  Payment Processor Issues: We acknowledge that you experienced difficulties with two of your preferred payment methods, ****** and a specific card ending in 8522. These issues can arise due to various reasons, including security protocols, outstanding balances with other sportsbooks, or flags from your financial institution.
  
  Communication and Support: We understand your desire for direct communication with a manager/supervisor which is not a feature of our chat option, we use emails in order to better assist you and while we may not always be able to facilitate immediate manager-level contact, our dedicated customer support team is trained to assist you with your concerns. We apologize if you felt the chat support was insufficient.
  
  Account Balance and Withdrawal: As of yesterday, you were able to successfully withdraw your winnings using a different card that did not have any issues from payment processors from past financial concerns. We're glad to hear that the issue was resolved in this manner.
  
  We appreciate your patience and understanding as we work to continuously improve our services. If you encounter any further issues or have questions, please don't hesitate to reach out to our customer support team.
  
  Thank you for your feedback. We value your business and hope to provide a more positive experience in the future.
  Sincerely,

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Suspended my account I have money in my account, but no chargebacks have been made. ***************************

  Business Response

  Date: 12/12/2024

  Thank you for bringing this matter to our attention. We understand that ****** ********** has expressed concerns regarding their account suspension and subsequent negative balance.
  
  We want to assure you that we take all customer complaints seriously and strive to resolve issues promptly and fairly. In this specific case, the account suspension was a direct result of multiple chargebacks.
  
  When a customer deposits funds via ***, we provide immediate access to those funds to ensure a seamless gaming experience. However, we rely on the customer to ensure that the funds are available in their bank account to cover the deposit.
  
  Unfortunately, in this instance, multiple chargebacks were initiated by the customer's bank, indicating insufficient funds. This action forced us to suspend the account and recover the funds that were initially provided.
  
  We understand that this situation may have caused inconvenience, and we apologize for any negative impact it may have had on the customer's experience.
  
  We remain committed to providing excellent customer service and a fair gaming environment. We are always available to assist our customers through our 24/7 customer support channels.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,Hard Rock Bet Support Team

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 9 at night a table tennis game I watched live. I had a big bet on. The score of second set was 7-11 even in live stream if you go on the score websites it shows 7-11 even in the sets tab but on home screens show 6-11 I believe this is a error but you guys refuse to watch the live stream again or even check with the tournament. This is fraud. None of you want to re watch live stream for a reason. All I get told is robot response how the front shows 6-11 which of course is an error because I saw it live. It even shows 7 to 11 in the set break downs. On every site.

  Business Response

  Date: 12/12/2024

  Thank you for reaching out to the Better Business Bureau (BBB) regarding your recent experience with a live table tennis bet on December 9th. We appreciate you bringing this matter to our attention.
  
  We understand your frustration concerning the discrepancy between the score displayed on the Hard Rock Bet platform and the live stream you were watching. We apologize for any confusion this may have caused.
  
  We have reviewed your complaint and would like to clarify our position based on the publicly available Hard Rock Bet House Rules, which you agreed to upon creating your account. You can find the House Rules here:
  
  Specifically, Section 14 regarding In-Running Bets (Live Bets) states: ****************************************
  "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."
  By accepting the Terms and Conditions during signup, you acknowledged that you had reviewed and understood the House Rules, including the limitations of live scoring.
  
  While we strive to provide accurate live data, unforeseen technical difficulties or data transmission errors can occasionally occur. Unfortunately, in this instance, the score displayed on our platform might have differed from the live stream you were watching.
  
  We apologize for any inconvenience this may have caused your betting experience. We encourage you to reach out to our support team directly if you have any further questions or require additional clarification. We are always happy to assist our players.
  
  However, based on the aforementioned section of the House Rules, we are unable to adjust the outcome of your bet.
  
  We appreciate your understanding and continued feedback. It helps us improve our services.
  
  Sincerely,

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22666331
  
  I am rejecting this response because: this just isnt for live updates  this is a live stream meaning you can see what happens on video. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 12/30/2024

  Our Final Decision on this matter. Thank you for your feedback regarding our response to your BBB complaint. If you wish to discuss this matter further, we encourage you to reach out to our customer service team via chat or email, where we are happy to assist you directly.
  We believe this matter has been thoroughly addressed and clarified, and it is not something that should have been escalated to the BBB. Rejecting our response does not invalidate the decision we have communicated. We have explained how our Terms and Conditions and House Rules apply to your concern.
  We encourage you to familiarize yourself with these policies to ensure a smoother experience with any future bets. Please dont hesitate to contact us directly if you have additional questions or comments.
  Thank you for your understanding.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/8/24 a $500 wager was made on the under 79 1/2 second half total of the **********/*** college basketball game. The second half total landed on 78 points total which is winning bet. The Hard Rock refuses to pay me my winnings and my original $500 bet despite ****, **********, *****, ****, and both ********** and *** websites showing 78 total points scored in the second half. A complaint with the ************************* was made yesterday as well as a complaint with the Seminole Tribe was made today. They have 30 days to respond and if no response then I plan on carrying to to a suit level.

  Business Response

  Date: 12/11/2024

  This has been forwarded to the Leadership Team at Hard Rock Bet.  They will follow up directly.

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/31/2024 I lost $1113 on Hard Rock while participating in a live bet. Ive been using this application for a long time now and never experienced a situation like this before. I always get the live score on the table tennis bets and for some reason the score didnt update until after I had already lost. Completely and utterly ridiculous. I wasnt able to early cash out before the game ended, like I normally do. I was even connected to wifi, so there should be no reason that I would lose this much money without any control. Thats the sole reason why I bet on table tennis. I feel like I was robbed. Glitch or not. One time I had another issue with the Hard Rock app. They displayed the wrong live score for the game and it clearly stated that my pick was the winner and the person I complained to on the chat sent me a live score update from some random website showing the actual score. They offered me a $10 bonus bet to try to make up for it. In my opinion, there shouldnt ever be any mistakes when people are using their hard earned money and follow the rules. Ive been trying to win it back for a month now because the loss was such a big hit to my savings. I now see why people are driven insane by betting. In my case though, I feel as if I was duped. I dont think I will ever bet again. Its not fair when the app fails to work correctly.

  Business Response

  Date: 12/10/2024

  Thank you for reaching out to the Better Business Bureau (BBB) and for bringing this matter to our attention. We understand your frustration regarding the recent experience you had with a live table tennis bet on our app on October 31st, 2024. We sincerely apologize that the live score displayed on the app did not update in a timely manner, preventing you from making an early cash out as you normally do.
  
  We empathize completely with your feelings of being robbed. Losing a significant amount of money, especially due to an apparent technical issue, can be incredibly disheartening. We value your long-standing patronage and want to assure you that we take all customer concerns seriously.
  

  Addressing Your Concerns:
  

  Live Score Updates: You mentioned experiencing issues with live score updates on multiple occasions. While we strive to provide the most accurate and up-to-date information on our platform, we acknowledge that technical glitches can occur. We are constantly working to improve our app's performance and minimize the possibility of such delays.
  

  Cash Out Option Availability: We understand that the cash out option is not always available, as it depends on various factors including the specific sport, league, and stage of the game. However, we are committed to expanding the availability of this feature to provide our users with more flexibility and control over their bets.
  

  House Rules Transparency: You're absolutely right; transparency is paramount when it comes to our users' experience. We understand your point about the importance of clear and easily accessible house rules. The link to the house rules is easy to find and searchable by keywords within the app.
  

  Addressing Your Future Play:
  

  We understand your statement about potentially never using our app again. While the recent experience may have left a bad taste in your mouth, we sincerely hope you'll give us another chance.
  Here are some suggestions that might enhance your future experience:
  

  Reviewing House Rules: As mentioned earlier, familiarizing yourself with the house rules, particularly Section 14 regarding Live Betting, is crucial. While we strive for accuracy, the house rules clearly state that we cannot be held liable for any incorrect information displayed.
  

  Using Multiple Information Sources: We strongly recommend using additional resources besides the app's live score for crucial betting decisions. Reliable sports websites and sports channels often offer live score updates and game statistics. This can provide a more comprehensive picture of the game and help you make informed choices.
  

  Troubleshooting Tips: If you encounter any technical difficulties with the app in the future, please don't hesitate to reach out to our customer support team. They can provide basic troubleshooting tips to help resolve the issue and ensure a smooth betting experience.
  

  Moving Forward:
  

  We are committed to providing a fair and reliable platform for our users. We value your feedback and will use it to improve our app and services. We sincerely apologize for the inconvenience caused and hope you'll consider using Hard Rock Bet again in the future.
  

  Should you have any further questions or concerns, please don't hesitate to contact us directly

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22663250
  
  I am rejecting this response because:

  They arent standing behind their app and glitches that they admitted are a problem. Trying to reverse the blame on me by saying I need to use other sources to make better bets. Not that its any of their business, but I do that already. The real problem is that they dont display correct scores and make it impossible to live bet properly. Hard Rock will try anything to not refund my money. Ridiculous.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 12/18/2024

  WHERES MY REFUND?!

  Business Response

  Date: 12/19/2024

  Dear Better Business Bureau,
  This letter is in response to the complaint filed by ******* ******* regarding a request for a refund.
  We have previously responded to Mr. ********* initial complaint, referencing our published House Rules. We want to reiterate our position regarding refunds. Hard Rock Bet does not offer refunds based on a player's misunderstanding of the House Rules or the functionality of our betting system.
  As stated in our Terms and Conditions, which Mr. ******* agreed to upon registration with the Hard Rock Bet application, players are responsible for reading and understanding our published House Rules. One of these rules explicitly states that we do not refund bets that have been accepted by the player.
  We understand that this is not the outcome Mr. ******* was expecting, and we sincerely apologize for any disappointment this may cause. However, this is our final decision on this matter, in accordance with our established policies and the terms agreed upon by the player.
  While we are unable to grant a refund, we are happy to offer further clarification on how Cash Out works and provide a more detailed explanation of our House Rules. We encourage Mr. ******* to contact our customer service team directly. Our agents are available to address any specific questions and ensure a clear understanding of our platform's functionalities and policies.
  Sincerely,
  The Hard Rock Bet Team

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22663250
  
  I am rejecting this response because:

  its not a matter of cashing out early or not following rules. Its the way the scores were displayed and how the glitches made it impossible to cash out. The system is flawed and provides inaccurate information and prevents users to properly bet. I want a refund. No more excuses. No wonder why hard rock bet is not accredited by the BBB.  
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 12/21/2024

  Wheres my refund?

  Customer Answer

  Date: 12/21/2024

  Wheres my refund?

  Customer Answer

  Date: 12/22/2024

  Refund refund refund refund refund REFUND

  Customer Answer

  Date: 12/29/2024

  Hard Rock cheats. Breaks their own rules and blames the people paying for legitimate sports betting. ******** and lies. Covers up the facts to avoid accountability. No wonder why they arent accredited. Stole my money! I want a refund!