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:11/07/2024

  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.

  Someone made transaction with my card at hard rock bet that wasnt me i would like a refund. From them or h and r block ******* card services

  Business Response

  Date: 11/07/2024

  To the Better Business Bureau,
  
  We have received the complaint from **** ***** regarding an unauthorized charge of $250 on their account.
  
  We have investigated this matter thoroughly and can confirm that there are no records of any deposits, withdrawals, or bets placed on the account associated with the player's information.
  
  Given the lack of any transaction history, we believe this charge may be unrelated to Hard Rock Bet. We recommend the player contact their bank directly to investigate the unauthorized charge and potentially file a police report if necessary.
  
  To protect the security of the account, we will be temporarily suspending it. If the player wishes to reactivate the account, they should contact our customer support team to verify their identity and take appropriate security measures.
  
  We appreciate the Better Business Bureau's attention to this matter closing this matter as problem is not with Hard Rock Bet. 
  
  Please see screenshot showing no funds have ever been transmitted to or from this account. 

• Initial Complaint

  Date:11/07/2024

  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.

  Hard Rock Bet suspended my account for months and required me to submit verification in order to be reinstated, then charged me $65 to clear a balance I was unaware of. Now their payment processor keeps failing to process my deposits and withdrawals. Non of the payment methods work on different accounts where I have money. **************** keeps giving me the run around and unable to help. I think issue has something to do with the increased profit boosts they added to my account and/or increased betting odds from me winning. I feel targeted and discriminated against. Spent the last 3 days chatting in for assistance with no resolution. No phone number to talk to live person. I am beyond frustrated as this is not how I wanted to start my birthday. Please resolve issue so I can resume betting/depisiting/withdrawing like normally. I abide by all the rules and terms.

  Business Response

  Date: 11/07/2024

  We appreciate you bringing your concerns to our attention. We understand your frustration and want to assure you that we're committed to resolving any issues you may be experiencing.
  
  We've reviewed your account and can confirm that you are able to deposit and withdraw funds. It's possible that you may be encountering temporary technical difficulties with your preferred payment methods. We recommend trying alternative payment options or contacting your financial institution for further assistance.
  
  Please be aware that we adhere to strict regulatory guidelines and security protocols. Account restrictions, such as verification processes, are implemented to ensure the safety and integrity of our platform.
  
  We encourage you to reach out to our customer support team directly for personalized assistance. They can provide specific guidance and troubleshooting steps to address your concerns.
  
  Thank you for your patience and understanding.
  
  To the Better Business Bureau:
  
  We believe that the player's concerns were addressed prior to the filing of this complaint. We have provided necessary assistance and resolved any issues related to account restrictions and payment processing.
  
  We kindly request that this complaint be closed as resolved.
  
  Sincerely,
  
  Hard Rock Bet Support

• Initial Complaint

  Date:11/04/2024

  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.

  They take money to my account multiple times

  Business Response

  Date: 11/05/2024

  Thank you for reaching out to the Better Business Bureau with your concerns about your Hard Rock Bet account. We understand your frustration and want to assure you that we're committed to resolving this issue promptly.
  
  As you know, multiple deposits made on October 30th, totaling $150, were returned due to insufficient funds. Specifically, these deposits were:
  $15
  $15
  $40
  $40
  $15
  $15
  $15
  $40
  $15
  

  When you use ACH to directly link your bank account with ********************, we automatically credit your account. Subsequently, within 1-3 business days, we attempt to collect the funds we've provided you. Unfortunately, all of the aforementioned deposits were returned with the message "funds not available."
  

  We're unsure where you got the figure of $672.00. We've reviewed your account and haven't found any transactions totaling that amount. If you can provide us with more information, we'll be happy to investigate further.
  

  We recognize the inconvenience this has caused and want to work with you to rectify the situation. To expedite the reactivation of your account, please provide the requested documentation as soon as possible. This information will help us verify your account information and ensure compliance with regulatory requirements.
  

  If you believe there may have been duplicate charges, we encourage you to submit a copy of your bank statement through our secure portal link. This will help us investigate the issue further and resolve it promptly.
  

  We appreciate your patience and cooperation as we work to resolve this matter. Please feel free to contact our customer support team directly with any questions or concerns. We are available 24/7 to assist you.
  

• Initial Complaint

  Date:11/02/2024

  Type:Customer Service 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.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Hard Rock Bet for an incident that has left me financially impacted and distressed. On August 2, 2024, I deposited $8,000 into my account and successfully placed a bet. My account balance soon reflected $14,345, including my winnings. However, when I tried to withdraw my funds, the entire balance disappeared without explanation.I contacted Hard Rock Bets customer service immediately. After explaining the issue, my account was blocked, and all communication ceased. Despite over 20 calls and emails over a month, I received no response. When I finally did, I was told that the funds were removed due to another transaction I never authorized. I explained that I only made one transaction, but Hard Rock Bet again stopped responding, leaving me without *********** research revealed that other customers have reported similar issues, indicating a pattern of unethical behavior. Consultation with an attorney suggested Hard Rock Bet's affiliation with the ************** might complicate legal accountability. Still, I believe all businesses should adhere to fair practices, and consumer protection laws should apply to all.This situation has caused significant financial loss and emotional distress. I understand the risks of betting, but being denied access to my rightful funds feels like exploitation. The lack of response and transparency has been disheartening.I urge the Better Business Bureau to mediate this issue and help me recover my funds while ensuring Hard Rock Bet follows fair business practices.Thank you for your attention to this matter. Your assistance is greatly appreciated.Sincerely,

  Business Response

  Date: 11/03/2024

  Dear Better Business Bureau,
  
  We have received the complaint filed by **** Attaoui regarding a recent transaction.
  
  We take all customer concerns seriously and want to provide a clear and accurate response.
  
  Upon thorough investigation, we have found no evidence of a compromised account or unauthorized transactions. Our records clearly indicate that a bet of $14,000 BET ID ******************* placed on 08-02-2024 02:45:26 PM was placed and unfortunately resulted in a loss.
  
  We understand that Mr. ******* is disappointed with the outcome, but we assure you that all transactions are processed fairly and accurately. We have made multiple attempts to communicate with Mr. ******* and have requested additional information to support his claim and advised if player's phone was compromised to provide a police report. He has failed to provide any proof that his account was compromised. 
  
  However, Mr. ******* has not provided any evidence to substantiate his allegations.We encourage Mr. ******* to consider utilizing our responsible gaming tools to help manage his gambling activities if he is betting outside his limits. 
  
  We remain committed to providing fair and transparent gaming experiences for all our customers. If Mr. ******* has any further questions or concerns, we encourage him to reach out to our customer support team.
  
  We stand by our statement that neither our app nor Mr. ******** device was compromised. All of our transactions are recorded and kept for legal purposes and show he placed the bet at that specific time. 
  
  We urge Mr. ******* to be cautious when placing bets and ensure they are within his limits.
  
  Thank you for your attention to this matter.
  
  Screen shot shows **** bet on same market Olympic tournament Soccer. We found no proof of compromise and consider this matter closed.
  
  

  Customer Answer

  Date: 11/10/2024

   
  Complaint: 22505194
  
  I am rejecting this response because:
  
  Dear Better Business Bureau,

  I am reaching out regarding an unresolved issue with Hard Rock Bet. Instead of conducting a thorough technical investigation into a significant discrepancy on my account, ******************** only provided a transactional report claiming the amount in question was used for a betsomething that is not accurate. When I initially contacted customer service about the missing funds, no record of such a transaction appeared in my account history. Rather than assisting me, Hard Rock Bet proceeded to block my account, ceased communication for over three weeks, and has yet to restore my access. This lack of transparency and support suggests a reluctance to assist customers, possibly to avoid exposing vulnerabilities or fraudulent activities on their platform.
  
  Additionally, on the date they allege this transaction occurred, I was in the hospital as my child was being born, which I believe further confirms my account was compromised.
  
  All I am requesting is the return of my money. My intention is not to escalate this publicly or legally; I simply want the funds restored. I have no interest in using **** Rocks services, whether in their hotels, casinos, or online platform, in the future. The last time I spoke with their customer service, I was informed that my account still contained $345, but they insisted I sign an agreement releasing **** Rock from any further claims, which seemed inappropriate given the circumstances.
  I am committed to pursuing every possible avenue to resolve this matter. This incident has resulted in a loss exceeding $14,000, and I cannot let this go unaddressed.
  Thank you for your attention to this matter. I hope for a fair resolution soon.
  Sincerely,
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 11/20/2024

  Dear Better Business Bureau,
  We appreciate your attention to this matter. We have carefully reviewed the complaint filed by Mr. **** *******.
  We want to reiterate that Hard Rock Bet operates with the highest standards of integrity and customer service. All transactions on our platform are recorded and verifiable. We have provided Mr. ******* with detailed transaction records, including timestamps, to support our position.
  We understand Mr. ********* frustration, but we cannot continue to engage in a back-and-forth dialogue that does not align with our internal processes and security protocols. We have provided all necessary information to resolve this matter.
  We remain committed to resolving customer issues in a fair and timely manner. However, we will not compromise on the security and integrity of our platform.
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:10/29/2024

  Type:Customer Service 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.

  They closed my account, stole my money and left my active futures bets in the closed account. They accused me of being racist and xenophobic for asking why and or stating they should hire proper people who speak the language that is spoken in the state and country where the business is located. There employees are choosing to be social just warriors in the most ironic of ways. They take tax payer money, money from citizens of fla and pay pennies to people in countries with horrible track records of providing customer service in english. Instead of being realistic they cling to some sort of woke nonsense. Monopolies in business is ridiculous. Monopolies for gambling purposes gets you hard rock. Obviously nothing will happen to them con side ring this is happening to thousands of residents that continue to pay taxes and continue to get screwed over.

  Customer Answer

  Date: 10/29/2024

  There whole basis for argument is they outsource a questionnaire inquiring if I, the customer vibed with the representative. I answered honestly, rash obviously, but after repeated copy and paste correspondence without addressing my issue a person gets aggravated. They have a duty to provide sufficient representation to their customer, me. They chose to hire people that dont speak english, which is the native language. 

  Business Response

  Date: 10/30/2024

  We have reviewed the complaint filed by ******* ******* and would like to provide a detailed response:
  
  Account Closure:
  
  Mr. ********* account was closed due to repeated violations of our Terms and Conditions, specifically regarding abusive, racist, and xenophobic behavior directed towards our customer support agents. This behavior created a hostile work environment for our agents and was unacceptable.
  
  Documentation:
  
  We have attached screenshots of the emails exchanged between Mr. ******* and our support team as evidence of his repeated violations. These communications clearly demonstrate a pattern of abusive and discriminatory behavior.
  Warning and Continued Violations:
  
  On July 4, 2024, Mr. ******* received a formal warning regarding his unacceptable behavior. Despite this warning, he continued to engage in abusive and discriminatory conduct, targeting our agents with offensive language and demands.
  
  Compliance with Regulations:
  
  Our decision to close the account was made in strict adherence to our Terms and Conditions and applicable gaming regulations. We are committed to providing a safe and fair gaming environment for all of our customers.
  
  Conclusion:
  
  We believe that our actions were justified and necessary to maintain a positive and respectful environment for our customers and employees. We stand by our decision to close Mr. ********* account.
  Thank you for your time and consideration.

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22487650
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  Expecting an American business to provide customer service english speakers isnt xenophobia, its negligence, illegal and immoral. How am I the racist when I speak english and they dont provide customer service. How are they able to say Im racist when I replied to a third party with my anger? How do they explain repeated not doing their job instead spamming with nonsense that isnt pertinent to the problem? How are allowed to continue to harass and spam me after my account was closed? How are they able to steal from Americans? 

• Initial Complaint

  Date:10/20/2024

  Type:Customer Service 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.

  Poor customer service who ignored me and didn't create a solution

  Business Response

  Date: 10/22/2024

  Thank you for bringing this matter to our attention. We take all player concerns seriously and appreciate the opportunity to respond to the complaint filed by [Player Name].
  We understand the player's frustration regarding their desire to void a placed bet. However, as outlined in our Publicly Published House Rules, which all players agree to upon signing up for our platform (), Section 1.6 specifically states:
  "****** accepted will not be able to changed or voided by the patron upon confirmation of the successfully placed wager."
  This policy ensures a fair and transparent gaming environment for all players. We believe the player's claim lacks merit due to their failure to acknowledge these readily available and easily searchable rules.
  While we are unable to void the bet in question, we are committed to providing a positive player experience.
  An educational resource on our platform that highlights key gameplay rules and responsible gambling practices.
  We encourage the player to contact our customer service department directly to discuss these options further. We are confident we can find a solution that addresses their concerns.

  Business Response

  Date: 10/22/2024

  Isish ***
  is not a valid member of Hard Rock Bet?? This is a false claim. 

  Business Response

  Date: 10/24/2024

  We are writing in response to the complaint filed regarding ****** ***** account.
  We have investigated the matter and can confirm that we were able to locate the account. We apologize for any previous misunderstanding.
  Regarding the player's request to void or cancel a bet, we would like to clarify that our published House Rules prohibit such actions once a bet has been accepted. Players agree to these terms when they sign up for an account.
  We advise players to carefully review the House Rules before placing bets to ensure they understand the terms and conditions. We are unable to provide voids, cancels, or refunds for lost bets or if a player claims they did not place the bet.
  We have transactional records for all bets placed by our players, which serve as proof of the bets placed.
  At this time, we consider this matter closed. We encourage the player to read and understand our published House Rules or reach out to our customer support team for any further assistance.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 10/24/2024

  This isn't about the bet being placed. This is about how all other sports books saying they would void the ****** ******* part of parlays because he was hurt basically when the game first started. I know all about house rules and how they work. But this company is the only company that never voids during a injury. I had a player on a ticket even not play at all before and they still didn't void that player. So if your following house rules. Then why do you not void tickets or players even when they are listed as our right before games. At this point I don't want a resolution I'm just gonna delete my account

  Business Response

  Date: 10/24/2024

  Thank you for contacting us regarding your recent wager. We understand your concern about the outcome of the bet due to the player's injury.
  While we sympathize with your situation, we must adhere to our established house rules and betting policies. These guidelines are in place to ensure fair play and consistency for all our players.
  To provide a more comprehensive explanation of our decision, we encourage you to contact our customer support team via chat or email. Our representatives will be happy to review the specific details of your wager and provide a detailed explanation based on our house rules.
  We appreciate your understanding and hope to resolve this matter to your satisfaction.

• Initial Complaint

  Date:10/16/2024

  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.

  After opening a account and depositing money from my bank account, they restricted my account and will not give me access some can get my money back!

  Business Response

  Date: 10/20/2024

  We are writing in response to the complaint filed by ****** ******** regarding their Hard Rock Bet account.
  We understand that ****** Mahrling has expressed frustration and may have used a raised tone during communication with our customer support team. However, we want to assure you that our team remains committed to providing respectful and professional assistance to all our players.
  Regarding the account verification process, we are following strict gaming commission guidelines to ensure the security and integrity of our platform. We have repeatedly requested that ****** Mahrling provide the necessary information to verify their identity. Unfortunately, despite multiple attempts, we have not received the required documentation.
  Due to the lack of cooperation and the failure to comply with our verification requests, we have had to suspend the account. This action is necessary to protect the platform and prevent potential fraudulent activity.
  We have made multiple attempts to contact ****** Mahrling and have provided clear instructions on how to complete the verification process. We have also referred them to our Terms and Conditions, which they agreed to upon signing up for the account. In which he cursing us or can not get a text message on his phone, we recommend someone that is more tech savvy to assist him instead of him cursing and getting upset with us. 
  We are committed to resolving this matter promptly and respectfully. If ****** Mahrling provides the requested information, we will be happy to review their account and address any concerns.
  Thank you for your attention to this matter.
  Sincerely,
  The Hard Rock Bet Customer Support Team

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22433197
  
  I am rejecting this response because:

  I have forwarded the information that they requested which I was hesitant to do, sending pictures of my id and bank statement that the $ came to fund the account!  They just keep sending the same information that I have already provided.  Calling me not tech savvy is ridiculous, I have 2 other online betting accounts that I use when not in *******.  and have had them for 4 or 5 years.  Makes absolute no sense that I was able to set the account up and fund it, then the next night was going to place a bet accessed the account with out any problems however it was suspended.  There is no phone number to contact them and their customer support stinks>

  They can mail me a check with all the information that was provided to set the account up to the address that is on the bank statement I provideed them and you!

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

  Business Response

  Date: 10/22/2024

  We understand your frustration and appreciate your patience as we work to resolve this matter. We apologize for any inconvenience caused by the verification process.
  We want to assure you that we are committed to providing a safe and secure gaming environment for all of our players. As such, we must adhere to strict regulatory guidelines set forth by the *************************. These guidelines require us to verify the identity of our players to prevent fraudulent activity.
  We understand that you may have provided the requested information multiple times. However, it's essential that we have all the necessary documentation to confirm your identity. This includes clear images of your ID and bank statement.
  We apologize if you felt our customer support was not helpful. Our goal is to assist you in completing the verification process as efficiently as possible. If you encounter any difficulties, please don't hesitate to reach out to our customer service team.
  Regarding your request for a check or refund, we are unable to fulfill it at this time. As per our terms and conditions, which you agreed to upon signing up, we are required to verify your identity before releasing any funds.
  We encourage you to review our terms and conditions carefully. If you need assistance understanding them, please let us know.
  We have asked multiple times for you to comply with our ************************* regulations. Once you provide the requested documentation, we will be happy to work with you to resolve this issue.
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22433197
  
  I am rejecting this response because:

  I provided the information they requested they just do not want to refund my $100 deposit, there was no problem verifying who I was when they received the $.  I have never used their service.  Have them send the request again and I will provide the information for the second time.  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/24/2024

  Dear Better Business Bureau,
  We are writing in response to the complaint filed by ****** ******** regarding a withdrawal from their Hard Rock Bet account.
  We have investigated the matter and can confirm that the player's withdrawal was processed successfully today and sent to our payment processor. The estimated time for the funds to reach their account is 1-3 business days.
  We have informed the player of the status of their withdrawal and provided them with instructions on how to contact their bank for an update if necessary. Additionally, we have offered the player the option to keep or close their Hard Rock Bet account.
  We have asked the player multiple times if they would like to keep their account open or close it. At this point, we consider this case resolved.
  Please note that the player was provided multiple opportunities to comply with our requirements and was not cooperative during much of this process.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 10/25/2024

  I am satisfied with the solution, just not in the time it took to resolve it!

  Thank you,

  ****** ********

   

• Initial Complaint

  Date:08/30/2024

  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.

  Hard rock bet is an app in which you can bet money online such as a casino online, I placed 5000$ in this app they said for security measures my account has been closed , however They never refunded my money, my account has been closed since may, they keep saying its under review but still no refund , this was supposed to be resolved within two weeks but they still not refunded me my 5000$ back

  Business Response

  Date: 09/25/2024

  Dear Better Business Bureau,

  We are writing in response to the complaint filed by Tamirah Thompson regarding the closure of their Hard Rock Bet account and the delay in receiving a refund.
  

  We understand that Tamirah Thompson has expressed concerns about the handling of their account and the time taken to process their refund request. We want to assure you that we are taking this matter seriously and are committed to resolving it promptly and fairly.
  

  Upon reviewing the player's account, we have confirmed that our escalation team is currently following the guidelines set forth by the New Jersey Division of Gaming Enforcement (NJ DGE) and Hard Rock Bet. These guidelines outline the procedures for reviewing player accounts.
  

  We are diligently working to complete this review process as efficiently as possible. We apologize for any inconvenience this may have caused the player and appreciate their patience during this time.
  Once our review is complete, we will reach out to the player directly with an update on the status of their account and refund. We will also be sure to provide any necessary documentation or information to the Better Business Bureau to demonstrate our compliance with applicable regulations.
  

  Thank you for your attention to this matter.
  

  Sincerely,
  Hard Rock Bet Customer Support

  Customer Answer

  Date: 10/08/2024

  This has been going on for 9 months, the account is already closed all they have to do is send me my refund, but they yet to do so , I have provided all documents such as my id bank statement and etc, they still give me the same response, it’s looking like they want to keep my 5000$ dollars 

  Business Response

  Date: 10/12/2024

  Complaint: Delayed withdrawal due to account restrictions.
  Hard Rock Bet's Response:
  The account was restricted due to NJ DGE regulations and for account review for fraud and risk.
  The withdrawal process took time due to necessary regulations.
  The player was informed two days ago that their funds were available for withdrawal.
  Resolution: The player has successfully withdrawn their funds.
  Note: Hard Rock Bet claims to have followed all regulations during the account review process.

  Customer Answer

  Date: 10/15/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22218182, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Tamirah Thompson

• Initial Complaint

  Date:08/26/2024

  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.

  Please help me! These people are robbing me of ***** I used their app to try and bet for the World Cup finals soccer game. Shortly after depositing ***** they closed my account. Its been well over 2 months I am a single mother I am struggling so bad I tried getting help from my bank They have been lying like they want to help me Entire time they have been just making me sign affidavits to use against me with my bank. I just want my money back please ?? please please I am not ok right now I have not done anything wrong and its my money I work so hard I am in such a bad situation with my baby Please please help me please

• Initial Complaint

  Date:07/28/2024

  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.

  On July 28, 2024 I placed a bet on a Formula 1 driver and he won. After they had given me my winnings, I withdrew. Later, it was determined he was disqualified. Hard Rock then took my account to negative. I reached out to **************** and they were unable to explain in their house rules that they could put my account in negative. They are holding my account negative but have no information stating they would do that in their event.

  Business Response

  Date: 08/01/2024

  Dear Better Business Bureau,
  We are writing in response to the complaint filed by *************************** regarding a wager placed on the Belgian Grand Prix.
  We understand Mr. ******** disappointment with the outcome of the race. However, we must adhere to the official rulings of the sports governing body. In this case, the post-race inspection determined that ******************************* car was underweight, resulting in his disqualification.
  Our wagering rules clearly outline that results are determined by the official governing body of the sport. Section 11 of our terms and conditions specifically states that results awarded by a sport federation without action and results decided by the outcome of disciplinary measures from the sport federation or another court of law over 24 hours after an event has finished are not considered.
  Its important to note that the winnings initially credited to ********************** account were reversed due to the official disqualification. Had ****************** not withdrawn the funds, his account balance would not have been negatively impacted. To regain full access to his account, he must bring the balance to zero.
  We empathize with Mr. ******** frustration, but we believe we have acted in accordance with our established policies and the official ruling of the governing body.
  We appreciate the opportunity to address this matter and hope this response clarifies our position.