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:12/02/2024

  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.

  My withdraw was processed on Thursday November 28th, Today is Monday December 2nd I still didnt receive my money. I called my bank they said they didnt receive any money from hard rock bet. Hardrock bet keep saying they send the money to my account. When the transaction was processed it says it will take 1-3days but when I contacted support they are saying it with take 3-5 business days. This app is a scam do not use it!!

  Business Response

  Date: 12/02/2024

  Thank You for reaching out to the BBB and for your concern.

  We understand your frustration regarding the delay in receiving your withdrawal. We apologize for any inconvenience this may have caused.
  

  We want to clarify that our standard processing time for withdrawals is ***** hours. Once the withdrawal is processed by our payment processor, the funds are then transferred to your bank. The final delivery time depends on your specific bank's processing time, which can vary, especially during holiday seasons and weekends.
  

  Your withdrawal was processed by our payment processor on November 28th, 2024 when you initiated the process at 1056pm at night which was a holiday and is currently being processed by your bank (ending in 1555). We kindly request your patience as your bank may require additional time to complete the transaction.
  

  Please note that bank transfer times can vary and are outside of our direct control. We assure you that this delay is not due to any issue on our end.
  

  We hope this information clarifies the situation. If you have any further questions or concerns, please do not hesitate to contact our customer support team.
  
  
  Thank you for your 1 understanding

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22625903
  
  I am rejecting this response because:
  I contacted my bank and my bank said they never received anything from hardrockbet. Its been 5 business I still didnt get anything.
  Sincerely,
  
  ********* *****

  Business Response

  Date: 12/24/2024

  "I received my money December 4, 2024 at 11:32 AM" From  player. this matter is closed. 

• Initial Complaint

  Date:11/30/2024

  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 am allowed customer with "********************" both my wife and I have accounts, my wife used my phone to sign internet her account and as a result both of our accounts were suspended, I have submitted my ID for verification, and still they are asking for my Wife's debit card picture and telling me that it has to match the account holders name, which is impossible since I am the account holder and it is her card. They refused to close my account upon request and deposit the remaining balance of my account to my card on file. I was told upon making that request that they can not close account while it is suspended. I just want my money, I do not want to deal with this company any further.

  Business Response

  Date: 11/30/2024

  Thank you for bringing this matter to our attention. We understand the player's frustration and want to clarify the situation.
  
  To ensure the security and integrity of our platform, we have strict regulations in place. This includes verifying the identity of our players. In this particular case, we requested proof of identity, such as a valid government-issued ID, to confirm that the player is the rightful owner of the debit card ending in 0992.
  
  We could not accept the expired ID provided. Additionally, when asked to provide an affidavit confirming ownership of the debit card used for deposits and withdrawals, the player failed to comply. This violates our terms and conditions and casino regulatory guidelines.
  
  During our account review process, we noticed that the cards ending in 7676 and 0992 were being used by multiple players. This is a serious violation of our terms and conditions and could lead to account restrictions or closure.
  
  We've repeatedly requested a valid, up-to-date ID, and an affidavit from the card owner verifying their identity, and completion of an attached form. However, the player has failed to comply with these requests.
  
  We have since reactivated the player's account with a warning. We kindly request that the player does not share devices or payment methods with other individuals. Additionally, we ask that they provide valid, non-expired identification when requested and cooperate with any future requests for affidavits or other documentation.
  
  This entire process could have been completed in a shorter amount of time if the player had complied with our initial requests for documents and IDs, as per gaming regulations and our terms and conditions.
  
  We appreciate your understanding and cooperation.

• Initial Complaint

  Date:11/30/2024

  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 unknowingly was trying to help my boyfriend and created an account and loaded $50 on to my account under my email address *********************** using his debit card. They have suspended my account and requested that I submit an affadavit with our signatures to get the issue rectified ive submitted the requested documentation multiple times but they keep rejecting it saying the signature doesnt match when they initially told me i can sign it electronically and still didnt accept so I went out and we both physically signed it and they still sayign the signatures doesnt match. Im being ripped off at this point. Because nobody will actually take a second to look at the signature from our id to the affidavit to verify its not fraud.

  Business Response

  Date: 11/30/2024

  Thank you for reaching out to the Better Business Bureau (BBB) and for allowing us the opportunity to address your concerns.We sincerely apologize for the frustration you've experienced with your Hard Rock Bet account.
  
  We understand your desire to help your boyfriend, but unfortunately, creating an account with his debit card under your email address violates our terms and conditions. These terms are in place to comply with strict regulatory guidelines designed to ensure fair play and prevent fraud.
  
  We recognize that you received conflicting information regarding the affidavit signature and we deeply regret any confusion this caused.
  
  Upon further review of your situation, we have processed a full refund to the payment method used and reactivated your account.We understand that navigating these types of situations can be frustrating, and we apologize for the inconvenience caused.
  However, sharing devices or payment methods with another individual is strictly prohibited due to regulatory requirements.
  
  We are committed to providing a positive and secure gaming experience for all of our players. If you have any further questions or concerns, please do not hesitate to contact our customer support team. We are here to assist you

• Initial Complaint

  Date:11/29/2024

  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 deposited $500 to my betting account, upon having discussion with my peers I decided that I was not going to place a bet based on how the game was going. I then proceeded to withdraw my funds and all of a sudden here comes hard rock asking me to verify my identity. I have submitted my driver's license twice, both debit cards I use to fund my account and a selfie twice. I am still waiting for them to validate which the first time they said they could not validate my selfie which is ridiculous because I look the same in both pictures. All I want is my account to be reinstated so that I can continue to withdraw my funds that I worked hard for. I have bills to pay. Hard rock did not give me these funds so they do not have a right to hold my money hostage. They told me it would take 4-6 hours for the verification process and its been almost 24 hours now. Oh and they also asked me why did I not use the funds I deposited on a bet, um because if I do not want to place a bet I have every right not to if I change my mind. That was a ridiculous question!

  Business Response

  Date: 11/30/2024

  Regarding your BBB Complaint, Hard Rock Bet would like to respond as follows:
  
  We understand your frustration regarding the recent verification process, due to violation of our terms and conditions and the delay in processing your withdrawal request. We apologize for any inconvenience this may have caused.
  
  However, after a thorough review of your account, we've identified that you deposited $500 and received a promotional free bet of $250. Subsequently, you attempted to withdraw your initial deposit without wagering any of your deposited cash.
  
  It's important to note that our terms and conditions clearly outline the wagering requirements associated with promotional offers. These terms are designed to ensure fair play and comply with regulatory guidelines.
  
  By attempting to withdraw your funds without wagering any of your deposited cash, you were essentially trying to exploit the promotion and circumvent our terms and conditions. Such actions are strictly prohibited and can lead to account restrictions or closure.
  
  We understand that this may not be the outcome you were expecting, but we are committed to adhering to our terms and conditions and the regulations governing online gaming.
  
  Your account is active, and we have processed a refund of your initial $500 deposit.
  
  Please dont hesitate to contact our customer support team if you have any further questions or concerns.
  
  Thank you for your understanding.

• Initial Complaint

  Date:11/25/2024

  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 A BET ON HARD ROCK SPORTSBOOK CASINO USING THE SAME DEBIT CARD I SUBMITTED FOR WITHDRAWAL AND IT CONTINUES TO FAIL WITH NO EXPLANATION AS TO WHY THE WITHDRAWAL 2000+ DOLLARS

  Business Response

  Date: 12/03/2024

  This has been forwarded to Hard Rock Bet for the second time.  The issue is with Hard Rock Bet who really should have their own BBB account.

  Business Response

  Date: 12/03/2024

  Dear Better Business Bureau,
  
  We appreciate you bringing ******** concern to our attention. We understand the frustration and inconvenience that can arise when a withdrawal process is delayed or unclear.
  
  We have thoroughly investigated ******** account and the specific withdrawal in question. Our records indicate that the withdrawal of $2,099.20 was successfully processed on November 26, 2023. We apologize for any confusion or misunderstanding that may have occurred.
  
  We understand that unexpected delays or technical glitches can be frustrating, and we strive to provide seamless and efficient services to all our customers. We are continually working to improve our systems and processes to minimize any potential issues.
  
  To further clarify the situation, we have attached a detailed breakdown of the withdrawal transaction, including the transaction ID and the date and time of processing. We hope this information will provide additional clarity.
  
  We value our customers and their trust. We are committed to resolving any issues promptly and professionally. Please let us know if you have any further questions or require additional assistance.
  
  Thank you again for your attention to this matter.
  

• Initial Complaint

  Date:11/16/2024

  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 placed a first time but with Hard Rock Bet, the promotion clearly states that if you lose on your first bid they guarantee you up to $100 back. The bet lost and they did not issue me a refund. Then I contacted help through the chat option in the app and they told me it was only a reimbursement to be spent on a next bet. While on the account trying to evaluate the situation, I was automatically locked out. When I tried to log back in it gave me an error message saying the account had been closed. I never asked to close my account I was told the only way to get my money back with my place in another bit and then the company close my account before I could do so. I contacted the chat help again, they told me they close the account per my request. I had never requested for the account to be closed I had only requested for my refund to be made. Now they are telling me they will not open my account back up and I still didnt get a chance to use my refund or get a refund. I want my account to be back open and the refund to be processed.

  Business Response

  Date: 11/16/2024

  
  Dear Better Business Bureau,
  
  Thank you for your inquiry regarding Amandalee Kasilowskis recent complaint.
  
  We have thoroughly reviewed the chat transcript and confirmed that our agents repeatedly explained the terms and conditions of the $100 no-regret first bet promotion. As clearly stated in the terms, the $100 is returned as a bonus bet, not cash. This information was provided multiple times to Ms. *********** but she insisted on receiving cash, which is not a valid option.
  
  We understand that this may be disappointing, but we cannot deviate from our established terms and conditions. These terms are clearly outlined and accessible to all players. You can find the full details of the "Up to $100 Back If Your First Bet Doesn't Win" promotion, including the Terms and Conditions, below:
  
  Confirm Opt In
  
  Welcome Offer: Up to $100 Back If Your First Bet Doesn't Win
  
  New players who sign-up, deposit, and place their first cash bet of at least $10 with Hard Rock Bet are eligible to receive their money back as a Bonus Bet, equal to the amount of the bet up to $100, if their first ever cash bet loses. Only the first placed cash bet will qualify for this promotion. If the bet is won, no Bonus Bet will be awarded. Qualifying bet must be at least $10. Each player is only eligible for a maximum of one Bonus Bet. The maximum award for this promotion will be a $100 Bonus Bet.
  
  Bonus Bets will be loaded into accounts after the first bet is settled as a loss. Bonus Bets will expire 7 days after issuance.
  
  Promo Terms And Conditions
  
  Available on the mobile Hard Rock Bet App and Hard Rock Bet website in a Promotion, you agree to abide by these Rules, and understand that the results of each Promotion, as determined by Hard Rock Digital, are final in all respects. Promotions are open only to individuals holding a valid account for the Services (Account). visit
  
  Sign-Up Offer Rules; Prizes
  
  Hard Rock Digital reserves the right to initiate, terminate, modify, or suspend any Promotion at any time. ***************** also reserves the right to correct any errors.
  ***************** reserves the right to exclude any customers from this Promotion.
  ***************** reserves the right to award any Account holder an additional participation opportunity. When we award an additional Promotion participation opportunity to one Player, we are in no way All decisions are final on all matters relating to Promotions. cancellation, the Player will be informed of the amount of unrestricted funds that will be returned upon cancellation and the value of restricted funds that
  

  Business Response

  Date: 11/16/2024

  Promo Terms And Conditions
  Available on the mobile Hard Rock Bet App and Hard Rock Bet website  
  
  
  After placing a bet with a Bonus Bet, the Bonus Bet dollar amount (stake) will not be included in a winning settlement.
  Players who place bets on both sides of a game will not be eligible for this promotion.
  If Early Cash Out feature is used, bet will not be eligible for the promotion.
  
  
  Promotion Period
  Commencing on

  October 10th, 2023, from 12:01 AM through December 31st, 2024, 11:59 PM.

  Eligibility
  
  This Promotion described is governed by these official rules and the Terms and Conditions (collectively, the Rules). All capitalized terms used in these official rules and not otherwise defined shall have the meanings given to such terms in the Terms and Conditions. By participating in a Promotion, you agree to abide by these Rules, and understand that the results of each Promotion, as determined by Hard Rock Digital, are final in all respects. Promotions are open only to individuals holding a valid account for the Services (Account). To register for an Account, visit ************************ or download the Hard Rock Bet App.   
  
  Sign-Up Offer Rules; Prizes
  
  Hard Rock Digital reserves the right to initiate, terminate, modify, or suspend any Promotion at any time. ***************** also reserves the right to correct any errors.
  
  ***************** reserves the right to exclude any customers from this Promotion.
  
  Hard Rock Digital reserves the right to award any Account holder an additional participation opportunity. When we award an additional Promotion participation opportunity to one Player, we are in no way
  
   obligated to offer the same or additional Promotion participation opportunities to any other Player.   
  
  Players found tampering with a Promotion in any way to gain an unfair advantage, violating the fair play or spirit of the Rules, or abusing any aspect of a Promotion may be disqualified. All decisions are final on all matters relating to Promotions.   
  
  Players may cancel participation by contacting Customer Support or by visiting our ************ Upon request for cancellation, the Player will be informed of the amount of unrestricted funds that will be returned upon cancellation and the value of restricted funds that will be removed from the Player's Account. If the Player elects to proceed with cancellation,   
  
  
  Sources and related content
  
  

  Business Response

  Date: 11/16/2024

  Dear Better Business Bureau,
  Thank you for your inquiry regarding ********* ************ recent complaint.
  
  We have carefully reviewed the chat transcript and confirmed that our agents repeatedly explained the terms and conditions of the $100 no-regret first bet promotion. As clearly outlined in the terms, the $100 is returned as a bonus bet, not cash. This information was provided multiple times to Ms. *********** but she persisted in her request for cash, which is not a valid option.
  
  We understand that this may be disappointing, but we cannot deviate from our established terms and conditions. These terms are clearly outlined and accessible to all players.
  
  As you can see, we are strictly adhering to the legal terms and conditions of this promotion. We have made every effort to explain this to Ms. *********** including providing multiple screenshots of the chat transcript where she repeatedly argued for a cash payout, which is not permitted.
  
  Given the circumstances, we believe this complaint lacks merit and should be closed. We appreciate the Better Business Bureau's attention to this matter and thank you for allowing us to present our side of the story.

  Business Response

  Date: 11/16/2024

  It is our responsibility to Follow Responsible Gaming Guidelines and we advised player of account permanently closed due to Responsible Gaming Flags from her conversation's. 

   

  Greetings Amandalee, 
  
  I hope this message finds you well. Thank you for reaching out regarding your recent activity.  
  We regret to inform you that we are unable to offer a refund in this situation.
  
  Additionally, as per your request, we have closed your account. It will not be reopened under any circumstances.
  
  
  Since you mentioned that "Im not comfortable betting again and I only signed up because of the money back guarantee," we have provided resources below that can also help provide guidance for managing your situation. We encourage you to explore and utilize them, if needed.
  
  *******************************************************;
  
  Floridians can call or text the **** at ************.  
  You can also receive 24/7 live chat support from the **** at *****************************************;
  ***************************************************************;
  
  If you or someone you know has a gambling problem, please call ************** or visit ****************. 
  
  Kind regards, 
  Hard Rock Bet
  Responsible Gambling Team

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22565808
  
  I am rejecting this response because:
  I need my account reopened. I did not ask for my account to be closed I asked for my refund. That was denied so they told me to place a bet with the 100 bet guarantee. I would like my account to be reopened so I can have access and place a bet. I was explaining that Id prefer the refund and not use the app, but since the refusal I want my account back open so I can still receive my 100 bet guarantee. 
  Sincerely,
  
  ********* **********

  Business Response

  Date: 12/12/2024

  Thank you for bringing this matter to our attention.
  
  We have investigated the complaint filed by ******** and can confirm that her account has been permanently closed due to responsible gaming flags identified during our interactions with her.
  
  As a responsible gaming operator, we are committed to protecting our players' well-being. In certain instances, we may need to take steps to limit or restrict accounts to promote responsible gambling practices.
  
  We understand that this decision may be disappointing, but it is necessary to maintain a safe and fair gaming environment for all of our players.
  
  We appreciate your understanding and cooperation.
  

• Initial Complaint

  Date:11/15/2024

  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.

  My account was suspended about a month ago for no apparent reason. Since then, I have contacted the business several times to restore my account. Ive received nothing but excuses and delays. I have open bets that may need to be honored.I have now been blocked from emailing the business and only receive a runaround in the chat. No phone number is available.I can only assume this is an effort to keep my money and not honor my potential bets.

  Business Response

  Date: 11/16/2024

  Dear Better Business Bureau,
  
  We appreciate you bringing ******************** concerns to our attention. We understand that account restrictions can be frustrating, and we want to assure you that were taking this matter seriously.
  
  Mr. *** was previously on a self-exclusion list, a voluntary measure designed to help individuals manage their gambling behavior. While he has since been removed from the list, there are often additional steps and reviews required before full account access can be restored. We apologize for any inconvenience this may have caused.
  
  We have been in direct communication with Mr. *** to provide updates on the status of his account and to address any concerns he may have. Our goal is to resolve this issue as quickly and efficiently as possible, while still adhering to our regulatory obligations and responsible gaming standards.
  
  In addition to the account review process, we have recently encountered technical difficulties that are temporarily preventing us from activating suspended or closed accounts. We are actively working to resolve this issue. Once the technical issues are resolved, we will be able to proceed with the account review process and provide Mr. *** with an update.
  
  We understand that this may be further frustrating, and we apologize for any additional delay. We appreciate Mr. **** patience and understanding as we work to address these issues.
  
  Regarding the future bets for 2025, we are actively investigating these ****** to determine if they are linked to any other active bets. Our intention is to resolve this matter fairly and promptly, which may include voiding the bets and returning the funds to Mr. ************** are committed to providing a safe and responsible gaming environment for all of our customers. We value your feedback and will continue to work diligently to improve our services.
  
  Please let us know if you require any further information.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22560691
  
  I am rejecting this response because: the daily limit on betting is wholly irrelevant to this issue.  I have yet to receive an explanation as to why my account was improperly suspended in the first place. 
  

  The technical difficulties that the business mentioned have persisted for about a month. I find it very hard to believe they have such little control over their own app.  If so, maybe they should reconsider this business. 
  

  I do not want a return of my funds, I want the business to honor the bets previously made and to restore proper access to my account. 
  
  Sincerely,
  
  *********** ***

  Business Response

  Date: 11/20/2024

  Dear Better Business Bureau,
  We appreciate you bringing ******************** concerns to our attention. We understand his frustration with the temporary account restrictions and technical difficulties.
  As previously stated, Mr. *** was previously on a self-exclusion list, which required additional steps to fully restore his account. We apologize for any inconvenience this may have caused.
  Regarding the technical difficulties affecting account activations, we are actively working to resolve this issue as quickly as possible. We understand the frustration this may cause and are committed to providing a seamless user experience.
  As for the future bets placed for 2025, we are currently investigating these ****** to determine the appropriate course of action. Our goal is to resolve this matter fairly and promptly, which may include voiding the bets and returning the funds.
  We value ************ business and remain committed to providing a safe and responsible gaming environment. We will continue to work diligently to address his concerns and resolve the outstanding issues.
  Thank you for your understanding and cooperation.
  Sincerely,

  Business Response

  Date: 12/03/2024

  Thank you for your response the player's journey delay and problem was due to the following:

  Ms. ********** was blocked due to multiple devices on her account. Along with boundary configuration failures on her geo comply. The customer exhibited behaviors which are not in line with our terms and conditions and required us to investigate the matter further.For context, on june 19th we received geo location pins coming from ************** from device ID ****************. This device was a ******* ******** - Android 14. Days later, the customer changed to device id ****************. This was a ******* SM-X210 - Android 13. This new device was seen in ************** on 06/24/2024 at 2:18:02 PM. Subsequently, the player pinned in ********** on 06/24/2024 (same day) at 2:18:10 PM (within 8 seconds).

  The customer was allowed to be on the platform for an additional 45 minutes, at which point, the fraud algorithm captured the behavior. Ms. ********** changed locations at an unexplainable speed.All of this combined, led us to escalating to fraud and risk for additional review and investigation.

  After our final review, we have concluded that. there was no fraud, or link to fraud rings. However, there is a violation of HRD T&C's.We will proceed with activating the account and allowing the patron to continue using our platform.Thank You,

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22560691
  
  I am rejecting this response because: this is clearly not me. 
  
  Sincerely,
  
  *********** ***

  Business Response

  Date: 12/21/2024

  Dear Better Business Bureau,
  Thank you for allowing us to address the concerns raised by the complainant regarding their Hard Rock Bet account.
  We take all customer concerns seriously and strive to provide clear communication while adhering to the protocols and regulations governing our operations. Below, we address the key points of this matter:
  Account Reactivation: The players account has been successfully reactivated. We acknowledge the frustrations caused by the delay and sincerely apologize for the inconvenience this may have caused.
  Technical Difficulties: The delay in reactivating the account was due to unforeseen technical issues. Our team worked diligently with our technical department to resolve these challenges promptly, and the account was restored as soon as the issues were addressed.
  Protocol and Regulations: As part of our commitment to responsible gaming, fraud prevention, and risk management, we are required to conduct periodic reviews of player accounts. These reviews are necessary to maintain compliance with regulatory standards and protect the integrity of our platform.
  Terms and Conditions: As stated in our terms and conditions, we reserve the right to suspend or review accounts as needed. While we understand this may be frustrating, these measures are in place to ensure a safe and secure environment for all players. Additionally, we are not obligated to disclose the specifics of such reviews to players due to the sensitive nature of these investigations.
  We regret any frustration or misunderstanding that occurred during this process. Our goal is to provide a fair and enjoyable experience for all our players while adhering to the highest standards of accountability and compliance.
  We hope this resolution meets the players expectations and encourages their continued trust in our platform. Should there be further questions or concerns, we are happy to address them directly.
  Sincerely,
  
  This will be our final interaction on this matter. If you would like to speak to us you can reach out to our Agents via email or chat 24/7.
  
  Thank you. 

• Initial Complaint

  Date:11/12/2024

  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.

  Hard rock bet took my money never gave it back for months now I have been sending information back in forth still nothing I need my money back

  Business Response

  Date: 11/14/2024

  Detailed Report on Player Dispute
  
  Player Information:
  
  Account Creation Date: December 15, 2023
  
  Current Account Balance: $0
  
  Dispute Summary: The player claims that their account was compromised and that unauthorized transactions were made, resulting in a loss of $2,500. However, the player has failed to provide sufficient evidence to support this claim.
  
  Timeline of Events:
  
  July 27, 2024:
  9:01 AM: An initial email was sent to the player requesting the following documents:
  Bank statements for the account ending in 1340, including the account holder's name, account number, and statement date.
  Clear images of the debit/credit cards ending in 6523, 2802, 2588, and 4188, showcasing the account holder's name, expiration date, and the last four digits of the card number.
  
  1:05 PM: A follow-up email was sent to the player, reiterating the specific document requirements and emphasizing the importance of providing clear and legible copies.
  
  9:13 PM: A third email was sent to the player, further clarifying the document requirements and providing additional guidance on how to submit the requested information.
  
  July 30, 2024:
  10:28 AM: An email was sent to the player requesting a police report regarding the alleged unauthorized transactions. The player responded with a badge number and case number, but did not provide a formal police report or any additional details.
  
  November 7, 2024:
  8:37 AM: A fourth email was sent to the player, reiterating the request for the bank statements and photo ID.
  
  11:03 AM: A fifth email was sent to the player, emphasizing the importance of providing the requested documentation and clarifying the specific requirements.
  
  11:54 AM: A sixth email was sent to the player, reiterating the request for the bank statements and photo ID, and informing the player that their previous submissions were incomplete.
  
  Analysis of the Dispute:
  
  Lack of Evidence: The player has consistently failed to provide the requested documentation, including bank statements and photo ID.
  
  Inconsistent Claims: The player initially claimed that their account was compromised but has not provided any evidence to support this assertion.
  
  Non-Compliance: The player has refused to cooperate with the investigation by not providing the necessary documents.
  
  Timing of the Claim: The player's claim of unauthorized transactions arose only after their account balance reached $0, raising concerns about the validity of the allegation.
  
  Multiple Payment Methods: The player had multiple payment methods on file, all associated with their name and address, indicating their active involvement in the account.
  
  Transaction History: The transaction history shows no evidence of unauthorized activity.
  
  Conclusion:
  
  Based on the detailed timeline, evidence, and analysis, it is clear that the player's claim of unauthorized transactions is unfounded. The player's failure to provide any substantial evidence, coupled with the timing of their claim and the absence of any unauthorized activity in the transaction history, strongly suggests that the complaint is without merit.
  
  Therefore, we recommend closing this complaint due to the player's non-compliance, lack of evidence, and the inconsistencies in their claims.

  Customer Answer

  Date: 11/14/2024

  I have sent over bank statement police report I live in ******* ga I have sent over my job check stubs stating I was working in ** I have a job in ******* I stay in ******* ga I have sent over all documents to hard rock bet 

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22547132
  
  I am rejecting this response because:I have sent over all documents I live in ******* ga I've been working in ******* ga I sent over all check stubs police report Bank statement I have been waiting for my money back for over 120 days now all documents hard rock bet ask me for I sent over I never authorized these transactions on my account 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 11/20/2024

  We are writing in response to ******* ******* complaint. We have provided ample evidence to support our position, including detailed interactions with timestamps showing consumer not providing us with a police report, just making up a number and badge number. No legal police report, or where she filed it was provided. 
  
  Despite our repeated requests, ******* Scruggs has refused to provide a police report or other official documentation to substantiate his claims. This lack of evidence leads us to believe that this complaint may be fraudulent.
  
  We request that the Better Business Bureau dismiss this complaint, as it lacks credible evidence and has been repeatedly investigated by our team.
  
  We remain committed to resolving customer issues in a fair and timely manner, but we cannot continue to engage in a dispute without concrete evidence.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22547132
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Police report number 2024-00087880
  Officer Shelley  bage number 3866
  
  Henry county ga 30294

  I will be getting another copy of the report tonight in send it to you guys but I have sent over it before.
  
  
  

  Business Response

  Date: 12/30/2024

  As far as Hard Rock Bet Is Concerned this matter is closed. And Player's account has legal affidavits showing they take full responsibility for past and future transactions signed by this player. This is our final interaction regarding this matter. 
  
  Dear Better Business Bureau,
  Thank you for bringing this complaint to our attention. We appreciate the opportunity to respond.
  We acknowledge ******* ******* complaint. We have conducted a thorough internal investigation into the matter and have also communicated with Mr. ******* multiple times.
  Our investigation has concluded that Mr. ******* account is currently active but has a negative balance of $860. This negative balance must be resolved before he can resume play on the Hard Rock Bet app. Furthermore, we have a recently signed legal affidavit from Mr. ******** where he acknowledges full responsibility for all past and present charges on his account. We have a PDF copy of this signed document.
  To further illustrate the extent of our investigation and communication with Mr. ******** we are providing the following detailed report:
  Detailed Report on Player Dispute (******* *******)
  Account Creation Date: December 15, 2023
  Current Account Balance: $0 (resulting in a subsequent negative balance due to chargebacks)
  Dispute Summary: The player claims that their account was compromised and that unauthorized transactions were made, resulting in a loss of $2,500. However, the player has failed to provide sufficient evidence to support this claim.
  Timeline of Events:
  July 27, 2024: Multiple emails were sent (9:01 AM, 1:05 PM, 9:13 PM) requesting bank statements for the account ending in 1340 (including account holder's name, account number, and statement date) and clear images of debit/credit cards ending in 6523, 2802, 2588, and 4188 (showcasing account holder's name, expiration date, and last four digits).
  July 30, 2024: An email was sent at 10:28 AM requesting a police report regarding the alleged unauthorized transactions. The player responded with a badge number and case number but did not provide a formal police report or any additional details.
  November 7, 2024: Multiple emails were sent (8:37 AM, 11:03 AM, 11:54 AM) reiterating the request for bank statements and photo ID, emphasizing the importance of providing the requested documentation and clarifying the specific requirements, and informing the player that their previous submissions were incomplete.
  Analysis of the Dispute:
  Lack of Evidence: The player has consistently failed to provide the requested documentation, including bank statements and photo ID.
  Inconsistent Claims: The player initially claimed that their account was compromised but has not provided any evidence to support this assertion.
  Non-Compliance: The player has refused to cooperate with the investigation by not providing the necessary documents.
  Timing of the Claim: The player's claim of unauthorized transactions arose only after their account balance reached $0, raising concerns about the validity of the allegation.
  Multiple Payment Methods: The player had multiple payment methods on file, all associated with their name and address, indicating their active involvement in the account.
  Transaction History: The transaction history shows no evidence of unauthorized activity.
  Conclusion:
  Based on the detailed timeline, evidence, and analysis, it is clear that the player's claim of unauthorized transactions is unfounded. The player's failure to provide any substantial evidence, coupled with the timing of their claim and the absence of any unauthorized activity in the transaction history, strongly suggests that the complaint is without merit.
  Given the signed affidavit, the results of our investigation, and the players lack of cooperation, we believe this matter rests with Mr. ******* and his financial institution. We have fulfilled our due diligence and consider this matter closed on our end. We will not be engaging in further communication regarding this specific issue.
  Thank you for contacting Hard Rock Bet and for your attention to this matter.

• Initial Complaint

  Date:11/09/2024

  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.

  I have been scammed they made bets under my name Ive tried contacting hard rock bet no number Ive tried emailing Ive been robbed of my banking info and drivers license

  Business Response

  Date: 12/12/2024

  Thank you for bringing this matter to our attention. We are committed to resolving customer concerns promptly and professionally.
  We have received the complaint from Ms. ***** ******* regarding issues with her Hard Rock Bet account. To accurately investigate her concerns, we kindly request that Ms. ******* provide us with the following information:
  Email Address: Please share the email address associated with the account in question.
  Account Information: If possible, please provide any account numbers or usernames associated with the account.
  With this information, we can thoroughly review Ms. ********* account history and identify any issues or concerns. We are eager to work with her directly to address her specific needs and resolve any misunderstandings.
  In the meantime, we encourage Ms. ******* to reach out to our dedicated support team via email or live chat. Our team is available to assist with any questions or issues she may have.
  We will continue to monitor this complaint and will provide an update as soon as we have more information.
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:11/08/2024

  Type:Order 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.

  Ive been trying to get this sorted out with hard rock for the last past weeks and it still hasnt been sorted out every time I try to cash out my money it puts it back in my account. I emailed them I contacted support. They first said that I owed the balance which it shows everything is cleared and Im still not able to withdraw my funds. I need this to be fixed where Im able to withdraw my funds because its not right youre able to put money into this batting system but when its time for you to withdraw it, then they wont let you to withdraw it, please if I can help with this

  Business Response

  Date: 11/09/2024

  Thank you for reaching out to us regarding the recent withdrawal issue experienced by Kyneita ******. We understand how frustrating and concerning this situation must have been for them, and we sincerely apologize for any inconvenience or distress it may have caused.
  
  After a thorough investigation, we determined that their multiple failed withdrawal attempts triggered a security measure implemented by our payment processor. This measure is designed to protect our players and prevent fraudulent activity. We advised the player to wait 24/48 hours.
  
  While we understand this may have been inconvenient, we want to assure you that our team worked diligently to resolve the issue as quickly as possible. We provided them with alternative withdrawal methods, such as ****** or Venmo, to expedite the process.
  Unfortunately, they chose not to utilize these options.
  
  We are pleased to inform you that they were ultimately able to successfully withdraw their funds this morning. As such, we consider this matter resolved.
  
  We value our customers and strive to provide the best possible gaming experience. We will continue to review our processes and procedures to minimize the likelihood of similar issues occurring in the future.
  
  Thank you again for your understanding and patience.