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:07/28/2024

  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.

  Hard Rock Bet is a Sportsbook operating in ******* and during the Formula 1 race this morning they graded my (and many others) wager as a win and subsequently reversed their decision hours later after I withdrew my winnings causing my account to go hundreds of dollars in the negative. The company will not address my complaints vis customer service and instead send copy/paste automated responses from their customer service agents. This company is acting with ill content of their customers and taking advantage of a mistake they caused

  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 **************** 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 **************** 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.

• Initial Complaint

  Date:07/19/2024

  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.

  Hello, Two months ago someone used my betting account to place bets. I had lost my phone at work. When I found my phone at HR, I immediately contacted Hard Rock Bet and they suspended my account. I also filed a dispute with my bank. My bank confirmed to me that the disputes were settled and closed over a month ago. Up to date, my Hard rock bet account is still suspended. Why is my account still suspended? Every time when I email them they say my account is under review. What type of review takes almost three months? I even asked them to end the disputes without any refund and close my account. Up to date no update on my account. I think they doing this on purpose. I need someone to help me regain my account and action taken against this company.Thanks,********************* N.N.

  Business Response

  Date: 07/27/2024

  Dear ************,
  Thank you for contacting the Better Business Bureau regarding your Hard Rock Bet account. We understand your frustration with the ongoing suspension and appreciate you bringing this matter to our attention.
  We have investigated your account thoroughly and found that multiple deposits were made to your account followed by subsequent chargebacks initiated by your bank. In accordance with our terms and conditions and gaming regulations, we require specific documentation to validate these disputes and ensure the integrity of our platform.
  Upon receiving the necessary signed affidavit from you, we were able to reinstate your account. We apologize for any inconvenience this may have caused and appreciate your patience during the investigation process.
  We value your business and hope you will continue to enjoy your experience at Hard Rock Bet.
  
  

• Initial Complaint

  Date:07/06/2024

  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.

  July 5 2024 hard rock is demanding that I sign an affadavit to be responsible for past and future transactions . Betting is legal and this is the number one entity to ****** in ******* . Theyre requesting my bank statements they told me its protocol I feel harrased and discriminated against

  Business Response

  Date: 07/06/2024

  Hard Rock Bet - Account Security Concerns: ******* (Player)
  Introduction:
  This report details significant security concerns regarding ********* Hard Rock Bet account, potentially violating Florida Gaming regulations.
  Timeline of Events:
  Deposits and Chargebacks: ******* made deposits to their Hard Rock Bet account and subsequently disputed them with their bank.
  Refusal to Submit Security Documents: Following the chargebacks, ******* was requested to provide standard security documents (bank statements, affidavit) through a secure link. However, ******* refused to comply.
  Disrespectful Communication and Unresponsiveness: ******* used profanity and disrespectful language when communicating with Hard Rock Bet agents and ignored multiple attempts to reach them by phone, including a recorded call from a supervisor.
  Account Closure Request: ******* requested account closure but refused to provide their date of birth to proceed.
  Enhanced Security Concerns:
  Verification of Deposit Source: The requested documents were essential to verify the legitimacy of the deposited funds and address the chargebacks initiated by *******.
  Account Restrictions: To ensure responsible gaming practices and prevent potential fraud, Hard Rock Bet restricts accounts during security reviews. This doesn't imply wrongdoing, but document verification is necessary to lift restrictions.
  Multiple Fraud Indicators:
  Non-Cooperative Behavior: ********* persistent refusal to cooperate with document requests raised concerns about potential fraudulent activity.
  Repeated Disregard for Requests: Despite over 20 attempts by Hard Rock Bet to explain the situation and request verification, ******* continued to refuse to provide bank statements and card photos.
  Potential Violation of Terms and Regulations: Our investigation suggests ******* might be using credit cards associated with multiple players. This is a clear violation of Hard Rock Bet's terms and conditions and Florida Gaming regulations. We have repeatedly requested proof of card ownership for verification purposes, but ******* has refused to cooperate.
  Evidence:
  Confidential screenshots documenting communication attempts, ********* refusal to cooperate, and evidence suggesting potential multi-player card use.
  Actions Taken:
  Hard Rock Bet has attempted to resolve the situation by requesting security documents, explaining procedures, and offering assistance. These attempts were documented and recorded.
  Resolution Sought:
  Due to ********* continued non-compliance, potential fraudulent activity, and violation of terms and regulations, Hard Rock Bet requests the BBB's assistance in mediating a resolution. This may include:
  ********* cooperation in providing requested documents for verification.
  A clear understanding of ********* intentions regarding the disputed charges and account closure.
  If necessary, a report to the relevant ************************* for further investigation into potential violations.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21950565
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/09/2024

  im not sending them my bank statements . I feel violated. They are telling me to sign something saying I'm responsible for past transactions. I'm nit doing fraud they locked out my account so I asked a friend to let me use their account . they didn't have the money so placed my debit card on their account . I didn't know I couldn't do that. I don't owe them any money and it seems they're being cunning about hacking my bank account. I reported fraud transactions on my account and closed out that card. I am under no circumstances signing anything or sending my bank statements . If they don't want me to ****** that's fine. They have locked any account I put my card on that's not right.

  Customer Answer

  Date: 07/09/2024

  I did use profanity I'm angry they took my money now they don't want me to ****** which is my legal right . how many people are being asked for bank statements? im not addicted I just know how to make me a few dollars and my family a few dollars things are rough and its not fair.

• Initial Complaint

  Date:06/08/2024

  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.

  My accout was hacked 5 times on 5/28/24 for a total of $285.00. The hackers took the money directly out of my checking while i sleep through the hard rock app. Nitified Hard rock which suspended my account. I went To ********* the next day and closed checking and also get new checking card in case they continue to siphon out the rest of my money. Hard rock bet then wants check card which was destroyed at ********* back and wasn't what was hacked but my actual checking. They continue to keep my account suspended refuse answers and then send me an email 6/8024 to me Dear ***********,Thank you for your recent deposit.There seems to be a slight problem with your deposit, it was returned due to "uncollected funds". Due to this return, your account has been suspended.We have gone ahead and deducted these returned funds from your Hard Rock Bet account. To unsuspend your account, please reply to this email so we can advise you on next steps. Once your account is reactivated you will be able to use your Hard Rock Bet account. So my account is suspended i cant put deposit or take anything out so the fraud folks seem to have access. When my acccount was suspended after i noticed illegal activity on 5/29/24. Ihad a total of $133 with 1 bet remaing which i win so my account should be $160. Hard rock wants to take that money i earned and garnish to pay for mystery deposit as mentioned above which again my account is suspended since 5/29 and have no control over and they not explaining. Or will open my account so i can see which they should see was last bet on 5/29.

  Customer Answer

  Date: 06/09/2024

  My balance was 133 then I had a $10 bet making my balance $160. They then said I have insufficient funds on my account and what to take my earned amount here shown.. Which is crazy cause someone hacked my account and is trying to take more but of course I closed my bank account. 

  Business Response

  Date: 06/23/2024

  rustrated Player Claims Account Hacking ********************* Narrative)
  On May 29, 2024, a player contacted Hard Rock Bet claiming their account had been hacked. They specifically denied authorizing several deposit requests totaling $300 and subsequent ****** placed with those funds.
  Hard Rock Bet's ********************** standard security protocols, Hard Rock Bet immediately suspended the player's account upon receiving the hacking claim.
  The player was notified via email about the account suspension and the investigation into the alleged unauthorized activity.
  Extensive investigations were conducted on June 11th and 12th, 2024. These investigations revealed no evidence of a data breach affecting the player's account.
  Deposits and Processing:
  Hard Rock Bet confirmed that the player deposited a total of $300 via ACH bank transfer spread across five separate transactions: $100, $30, $75, $50, and $50.
  As per standard practice, Hard Rock Bet instantly credits player accounts upon successful ACH deposits.
  Key Points and Remaining Issue:
  The player expressed frustration that the deposited funds were unavailable, despite initially appearing in their account.
  ******************** clarified that ACH transfers can take 1-3 business days to clear completely. It's possible the player's bank rejected the deposits, resulting in a failed transaction and a negative balance in their Hard Rock Bet account.
  Unfortunately, Hard Rock Bet was unable to recover the disputed deposits.
  This ultimately led to the player's account suspension due to non-payment of the negative balance.

• Initial Complaint

  Date:05/23/2024

  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 put money in my account was able to win some bids won money account got suspended. I How many that are due to me, but I am not able to get out and thats been since February. They told me itll be resolved in 7 to 14 days and here it three months later I just wanna close the account and get what money is due to. I have emailed several times and still theres no response. My account is still locked.

  Business Response

  Date: 06/23/2024

  Player kept initiating multiple  Paypal dispute where they deposited money in our Hard Rock Bet app, then disputed it with PayPal. In that situation our protocol is to have player verify with bank statement/paypatl statement if player says dispute has been settled. requested documents a few times (see attached screenshots). It is our policy if a player deposits and then disputes it with their bank to suspend their account and ask player to make their deposit right. 

• Initial Complaint

  Date:05/15/2024

  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 won $500 and they wont deposit into my account they keep playing games telling me they have but then my bank is saying they did not Ive been dealing with this for over a week now and only response is getting hung up on or them saying 1-3 business days. This is a crime they cant hold or keep peoples winnings because they are having a bad day they have the worst customer services of any place Ive ever dealt with they wont show my any proven documents that they made the deposit they only say the did. I want my money and this place needs to be shut down its unreal that people can get away with this treatment

  Business Response

  Date: 06/23/2024

   *************************** won bet id ******************* on 05/09/2024
  we immediately placed it in his Hard Rock Bet Account. Player withdrew the money to his bank account on 05/10/24 at 425am via his ****** Bank Online account ending in 5912. Our published processing times for ach is 1-3 business days. May 10th was a friday so 1-3 business days from there. please see attached screenshots. Player was advised of our processing time in multiple interactions. 

• Initial Complaint

  Date:05/01/2024

  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 is a bunch a thieves, I opened an account 4 months ago , deposited money and placed bet. Suddenly yesterday they decided to close my account without warning while I had bet going on with an option of early cash out because I was winning. But since they closed my account without warning I lost both of my bet because I couldnt cash out early. I lost money and profit and they wont do anything to compensate. Its only a few bucks but imagine when they do that with people betting thousands. I want to be compensated to the amount I would have had if my account wasnt closed

  Business Response

  Date: 06/23/2024

   

  Email was sent to player that they have put themself on a Responsible gaming Self Timeout on May 10 2024 until October 6 2024 at 943pm. Player initiated this themself and we are not the ones who restricted him His actions with the Florida Gaming Commision triggered his account to be suspended automatically due to Responsible Gaming Rules and Regulations. 

  ********, 
  Thank you for contacting Hard Rock Bet support. We appreciate you reaching out regarding your account and its current timeout status.
  We understand your frustration, and we apologize for any inconvenience caused. Upon reviewing your account, we see that you initiated a Responsible Gaming Self Timeout on May 10, 2024. This timeout will remain in effect until October 6, 2024, at 9:43 PM Eastern Time.
  Unfortunately, due to responsible gaming regulations and in accordance with the ************************* guidelines, we cannot override this self-imposed timeout. To ensure a safe and responsible gaming environment, these timeouts are strictly enforced.
  We recommend waiting until your self-imposed timeout expires on October 6, 2024. At that time, we will be happy to assist you with your account and any questions you may have.
  Thank you for your understanding. We appreciate your patience and look forward to assisting you further when your timeout lifts.
  Sincerely,
  Hard Rock Bet Support Team

• Initial Complaint

  Date:04/17/2024

  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.

  HardRock Bet has taken the withdraw feature from my account now i cant withdraw any of my funds. I added $175 from my navy federal account me adding different account got my Navy Federal account restricted and Hard Rock couldn't retrieve the fund so Hardrock Bet suspended my account, then enabled my account. After that ******************** told me to get the withdraw method back i have to deposit $175 which my account was negative. I paid off my debt and added $500 now i cant withdraw and my money is stuck on this app and all. the agents in the chat are lying to me everyday. I have no option of retrieving my money, so it doesn't make sense to even play because if i win the money is stuck on the app. Everyday the chat agents tell me the issue has been sent to the appropriate team, then i get an email stating my account is now active but for only deposits. This is my last attempt before i reach out to my bank. The customer service dont read the complaints and responds and say anything

  Business Response

  Date: 06/26/2024

  Dear Better Business Bureau,
  Thank you for bringing this matter to our attention. We understand the customer's frustration and would like to provide clarification regarding the situation.
  The customer's ******************** account was initially suspended due to an R01 Recovery Error, which occurs when a player's bank account has insufficient funds to cover their deposit. Additionally, the account incurred multiple chargebacks totaling $175.
  Upon recovery of the funds, the customer requested their account be reopened. To reinstate the account and address the outstanding debt from the chargebacks, the account balance was temporarily set to a negative amount. Once the customer settled the outstanding balance, the account was fully restored with no restrictions on deposits or withdrawals.
  We apologize for any miscommunication or confusion the customer experienced during their interactions with our customer service team. We are committed to providing clear and accurate information to all our players.
  
  player was sent two emails explaining why his account was restricted. 

• Initial Complaint

  Date:03/29/2024

  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 suspended my account because a deposit was returned. Instead of providing me an opportunity to deposit more funds, they suspended and after conferring with their online chat, I was told it could take 3-5 business days to resolve the issue. This timeline is unacceptable and the lost opportunity to wager over this time is extensive and amounts to an almost criminal withholding of money I had deposited and earned through my skills as a sports bettor. I attempted contact several more times with their help desk and they were unable to resolve my issue in a timely manner. Conversely, I had this problem with DraftKings and they were able to resolve it in under two hours by allowing me to deposit, via debit card an amount to cover what charged back. Hard Rock Bet is operating well below industry standard with regard to their resolution of account chargebacks. I have lost opportunity during Opening Day of the 2024 Baseball Season and March Madness Sweet 16. As I am in ******* right now and they are the only platform that can legally operate in the state, they have committed tortious action against me and I will be seeking monetary damages.

  Business Response

  Date: 06/26/2024

  Thank you for bringing this matter to our attention. We understand the customer's frustration and would like to clarify the circumstances surrounding the suspension of their Hard Rock Bet account.
  The customer's account was suspended due to an R01 Recovery Error. This occurs when a player deposits funds via ACH (Automated Clearing House), and there are insufficient funds in their bank account to cover the deposit.
  To provide a seamless experience, Hard Rock Bet advances the deposited amount into the player's account so they can start playing immediately. We then attempt to recover the funds from their bank account within 1-3 days. If the recovery fails due to insufficient funds, the player's Hard Rock Bet account is temporarily suspended until the funds can be recovered.
  This is a standard industry practice designed to protect both the player and the operator. It ensures that players are not able to wager with funds they do not have and that Hard Rock Bet is not left with unrecoverable losses.
  We understand the customer's disappointment with the timeline for resolving this issue. However, the representment process, which automatically reattempts the transaction to recover the funds, is outside our direct control and follows banking industry timelines.
  We empathize with the customer's loss of opportunity during major sporting events. However, it is important to note that our actions are in line with industry standards and designed to maintain the integrity of our platform and protect our players.
  We value all our customers and strive to provide a positive experience. We encourage the customer to contact us directly to discuss potential solutions and explore options for resolving the R01 Recovery Error as quickly as possible.
  Sincerely,
  Hard Rock Bet **********************

• Initial Complaint

  Date:03/24/2024

  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.

  Back in January my hard rock bet account was suspended and I had my grandson contact their support since the best way to contact the is through live chat on the app and I couldn't do that since mines was suspended the first time time the sent me an affidavit and needed my id to verify the account after I sent them that they didn't answer the second time I told them I didn't want the account back I just want the money the guy said he was going to send it to my grandsons account I waited 2 weeks and they still haven't sent the money the third time after we contacted them the sent an email to my grandsons account saying I needed to contact them using my account when I went to do that I noticed that when I created the hard rock bet account I misspelled my email by one letter

  Business Response

  Date: 06/24/2024

  Subject: Response to Consumer Complaint - ***************** Account Suspension
  Overview
  This report addresses the consumer complaint filed by ***************** regarding the suspension of his Hard Rock Bet account. The suspension was triggered due to potential violations of Florida Gaming Regulations, specifically concerning shared accounts, devices, and payment methods, which are considered red flags for fraudulent activity.
  Timeline and Key Events
  April 26, 2024 (1:38 AM): Our Payments and Fraud team notified ************ via email that his account was under review due to suspected shared account activity involving his grandson, *********************. The email requested a completed affidavit detailing all transactions and dates where ********************* used ********************* payment methods to fund his own account.[Screenshot of email from Payments and Fraud Team]
  Subsequent Interactions: Despite multiple follow-up communications, ************ has not provided the requested affidavit.
  Regulatory Framework
  The ************************* has stringent regulations in place to prevent fraud and ensure the integrity of online gaming. Shared accounts, devices, and payment methods are considered high-risk activities that can indicate potential money laundering or other illicit activities.
  Account Suspension Rationale
  **************** account was suspended due to the following factors:
  Suspected Shared Account Activity: Evidence suggests that **************** account was used by his grandson, *********************, to fund and play on his own account.
  Failure to Provide Documentation: Despite repeated requests, ************ has not provided the necessary documentation (a completed affidavit) to address the shared account concerns.
  Conclusion
  Given the ongoing investigation and the lack of cooperation from ************ in providing the requested documentation, the suspension of his account remains in effect. We are committed to upholding the integrity of our platform and complying with all applicable regulations to protect both our players and the broader gaming community.
  Upon completion of the investigation, the remaining balance of $90.61 in **************** account will be returned to the original payment method on file, not to his grandson's account.
  We believe that the account suspension is justified based on the evidence and our regulatory obligations. Should ************ provide the necessary documentation and address the shared account concerns, we will be happy to reassess the situation and potentially reinstate his account.