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:06/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Hard Rock Bet account, as well as, has been locked without clear justification. I have two separate phones that I use because one of my phone will not allow me to add money on hard rock site, I was never informed that was not able to be done no email was sent no anything but which may have triggered the suspension.Despite reaching out to customer service, response times have been slow and unhelpful. I have provided documentation and followed all instructions, but my accounts remain inaccessible. This has resulted in unfair delays in accessing my own funds I am simply requesting that my accounts be reviewed fairly and promptly unlocked. Ive done nothing wrong, and its unreasonable to penalize me for using my second devices in the same household.Thank you for your attention to this matter.Requested Resolution:Immediate review and reinstatement my acct , or clear communication on next steps. If account restoration is not possible, i respectfully request full withdrawal of any funds currently held.

  Customer Answer

  Date: 06/06/2025

  My issue has been resolved, account reactive after almost 2 weeks and I waiting to receive withdraw confirmation  

  Business Response

  Date: 06/09/2025

  Dear Ms. ******************** you for taking the time to share your feedback regarding your experience with Hard Rock Bet.
  
  Following our review, your account has been successfully reactivated. You may now continue to use it at your convenience.
  
  If you have any questions or require further assistance, please dont hesitate to reach out. We sincerely appreciate your patience and understanding, and we apologize for any inconvenience this matter may have caused.

  Customer Answer

  Date: 06/09/2025

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

  Business Response

  Date: 06/10/2025

  Dear *** ******: 

  Upon review, we can confirm that your withdrawal request was processed on 06/09/25. You should receive the funds within 1-3 business days, depending on your payment provider. This should fully resolve your concern regarding the deposited funds.
  
  If you have any questions or require further assistance, please dont hesitate to reach out. We sincerely appreciate your patience and understanding, and we apologize for any inconvenience this matter may have caused.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Hard Rock Bet account has been suspended since May 6th of 2025. The account was suspended due to a withdrawal issue where the bank account I attempted to withdraw to, did not match the name on my account. I have since clarified this issue multiple times, as well as submitted documentation with my own ID, the bank statements, my debit card information, and more. Since then I have received no updates on where my money is, or any information on when it will be released. They claim they are working on un suspending my account, but they are definitely not. They are holding 5800$ from me of money that I need for bills and card payments, which I am now late on.

  Business Response

  Date: 06/16/2025

  Dear Mr. Sridhar:

  As of June 16, 2025, we reached out requesting further documentation to complete the review of your remaining payment methods and and other pending items needed to proceed. Our team is currently reviewing your account in connection with the matter raised.
  
  Please note that the requested documents are essential to support our review of the activity in question. Once we receive the necessary information, we will complete our assessment and follow up with the appropriate next steps.
  
  We understand this process may be frustrating and appreciate your patience and understanding as we work to maintain the integrity and security of our platform.

  Customer Answer

  Date: 06/16/2025

   
  
  Complaint: 23428409
  
  
  
  I am rejecting this response because: I have submitted this documentation once before and just submitted it again.
  
  
  
  Sincerely,
  
  
  
  Neil Sridhar

  Business Response

  Date: 06/26/2025

  Good Afternoon:
  
  This matter has been successfully resolved following direct communication with the player. All remaining funds from his account balance will be disbursed accordingly as of 6/26.

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23428409, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Neil Sridhar

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a hard rock bet account that I usually make bets with on certain sports I watch. I hadnt made any bets in a while so I did not try to log into the account for some time. A few weeks ago I went into my bank account and noticed that there were three different hard rock bet charges. One for $30 for a deposit retry and two others for $25 for return fees, for a total of $80. I immediately tried to log into my hard rock account and contacted support for help. As soon as I explained the situation the representative I spoke to they informed me that they would lock the account until I could complete some verifications. They sent me an email as well as a text message to not only verify my identity but to also verify the bank accounts and cards in the account. I had only ever added my bank account, never any debit or credit cards so I was unaware of where these cards came from on the account for me to verify. I went back in the hard rock app and saw that I couldnt log into but I could still request help and give the agent my account information. I explained that these cards were not mine and I never added them so I could only verify my bank details and my identity to all match the account. I was told ** get an updated verification email but never got one. Recently I tried going back to the app the get some support and assistance with the unresolved issue and noticed that nothing would load - just a blank screen whenever I clicked the help button. I tried on multiple different WiFi sources as well as my cellular data network and nothing would load in the app. I tried to access the website to see it I could get help from there but an error message comes up everytime saying I have been blocked from accessing this website and I should email the website owner to let them know.

  Business Response

  Date: 06/11/2025

  Dear Ms. Richardson:
  
  Thank you for your continued cooperation throughout this process.
  
  Following a comprehensive investigation, we found no indication of unauthorized access to your account. Additional details regarding our findings have been shared with you via email.
  
  To proceed with the reactivation of your account, we are currently awaiting the upload of a bank . A renewed request for this document was sent to your email on June 11, 2025.
  
  
  We appreciate your patience and attention to this matter.

• Initial Complaint

  Date:06/04/2025

  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.

  On may 25th ************************************************************** my account Hard Rock decided to suspended my account just like they do to other players once they starts winning. They ask me to verify my identity send them copy of my driver license, bank statement, front and back pictures of all 4 cards that was included in the account. Plus other random card numbers Ive never added to the account. Ive complied I sent everything they asked me for except the random card I know nothing about. And also my virtual Apple Card number with the transaction verification number. They still asking me for more proof. Of my *************** statement. My name is on all the cards Ive sent. Its so frustrating going back and forth with them for over a week now. Now they are saying until I explain to them why I have multiple accounts under my name and also why do I used multiple devices ? Until I can explain to them my account will remain suspended. Last time I couldnt access my account, I accidentally opened another account with the wrong email and I emailed them right away to closed it and reinstated the account Im currently using. they just keep creating and making up excuses as to why they suspended my account.

  Business Response

  Date: 06/12/2025

  Dear Ms. Mathieu:
  
  We sincerely appreciate you taking the time to share your feedback regarding your experience with Hard Rock Bet.
  
  Thank you for submitting the requested documents and for your cooperation throughout this process. We’re pleased to inform you that your account has been successfully reinstated as of June 11, 2025.
  
  An email has been sent to you by our Payments team with additional information regarding your account.
  
  Thank you once again for your cooperation. We value your support and apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was suspended the night of 05/26/2025 around 9 pm due to me logging into my account on a friends device after my phone died. I had just deposited 900$ into my account and wanted to place a bet on the *** game. I have never had an issue before in the past two years of using hardrock bet. I submitted all requested documents the morning of 05/27/2025 at 9:30 am. I then uploaded additional requested documents on 05/28/2025 at 2:30 pm. It has now been 3 days since the additional document submission while my account remains suspended and access to my 900$ worth of deposits is still not allowed. I have talked to numerous support agents with one even telling me the review would be done within 24 hours of document submission. The lack of transparency and theft of my 900$ of deposits at this time has forced me to find alternative methods to reactivating my account.

  Customer Answer

  Date: 05/31/2025

  The issue was finally resolved 

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hard Rock clearly rigs its online slots. You cant lose during holidays/special weekends, and then the *** becomes nonexistent. They set honey trapsluring new customers in and then bleeding them out. I understand slots dont have the best reputation for consistently good outcomes, but it is SO OBVIOUS that Hard Rock rigs them according to date and time. Also, you *see* the slots glitch constantlyfar from random! Twice this has happened and I lost money. The first time they denied any culpabilityI accepted it. The second time (six months later) they apologized but never addressed the actual problem/complaint. They are bad actors and are getting away with it.

  Business Response

  Date: 06/08/2025

  Dear Ms. ********************** you for taking the time to provide feedback related to your Hard Rock Bet experience! We take the integrity of our services very seriously and launched a thorough investigation to verify that the games cited were resolved appropriately. After cooperating with the game provider, we were able to confirm that no issues occurred with the Peaky Blinders slot games, but a $75 goodwill gesture was provided regardless. Further investigation into the issues surrounding Flippin' **** can confirm that no glitch occurred to affect stake value. 
  
  We deeply appreciate your patronage and understanding. 

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23400473
  
  I am rejecting this response--Hard Rock won't take responsibility for their errors. They continue to claim they aren't at fault yet offered a $75 "goodwill" credit. No one at ********* communicated with me about this "goodwill" credit. Hard Rock is only communicating now because I have filed this complaint. How many people have had the same issues I've had and never sought recompense? They get away with it because they can, and they know it. 
  
  Sincerely,
  ******** ********

  Business Response

  Date: 06/12/2025

  Dear Ms. ******************* apologize for the misinterpretations experienced but affirm that after a coordinated investigation with the game provider that all games settled appropriately. The 10 wins purchased via the Bonus Buy Button were played through accordingly, as verified with our game provider's back office software. Please note that Good Will ******* were provided on 05/22 and  05/25 for the inconveniences, both of which were communicated to you via email. 
  
  We appreciate your patience and understanding in this matter and thank you for choosing to play with Hard Rock Bet. 

• Initial Complaint

  Date:05/27/2025

  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.

  I have been betting through Hard Rock Bet for over 2 years now. I never had a problem until 2 months ago. I won a bet of around $1080. When I went to withdraw my money, my account was suspended with no warning. They later told me that the reason for this was a verification issue, and they gave me loads of identity verification paperwork, and said that they were not releasing the funds in the account. Eventually after contacting them and emailing them 30+ times through their live chat which is borderline unusable, they sent an email stating that they are releasing the funds as a refund in 1-3 business days. (This was on april 24th) after 3 business days I contacted them again. They then told me to allow 3-5 business days, and then 2 business days after that they said to wait 5-7. 7 days went by and I never got the money. I had contacted them several times, and all they would tell me is please contact your bank. Obviously my bank couldnt do anything about it because they never sent the money. Eventually they asked for copy of my bank statements to prove that I never got it, and when I sent them, they said all transactions were successfully processed and refunded on April 24th. If you have not yet received the funds, we kindly ask that you contact your bank directly. Since this, they have insisted that they sent the refund on April 26th. Whenever I ask for proof that they sent the refund I get ignored or they say contact your bank. They recently have started 2 new stories with me when I contact them. Occasionally when I contact them they tell me that they never even got my money in the first place when I deposited money, so they ask for proof of all charges to my account when i deposited money. When I send this proof they say the funds were released on April 26th please contact your bank. And then sometimes they say that they cant send a refund because of identify verification issues. They have no phone number and this scam company wont send me my money.

  Business Response

  Date: 06/03/2025

  Dear Mr. *********************** you for taking the time to provide feedback regarding your experience with Hard Rock Bet. Note that as communicated through regulatory complaint responses and through correspondence handled by ***************** we came to the difficult decision to close your account due to breaches of Terms & Conditions. This decision was not made lightly. Note that the refunds for the pertinent deposits have been processed as of April 2025 and receipts of such have been provided through regulatory complaint response. 
  
  We appreciate your patience and understanding in this matter. 

• Initial Complaint

  Date:05/24/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 filing this complaint regarding repeated and unjustified closures of my Hard Rock Bet account, along with the companys ongoing lack of communication, transparency, and ****************** account has been closed multiple times without any clear explanation. On each occasion, I have contacted customer support requesting clarification and reinstatement. While they have occasionally reopened my account, it is later closed again without warning or any stated reason.Each time I reach out, I am either ignored, met with vague responses, or treated rudely by support staff. Despite asking for specific details or guidance to resolve whatever issue they believe exists, I have received no meaningful answers. This lack of accountability is unacceptableespecially considering that this is a regulated platform handling personal information and financial transactions.I believe this behavior reflects either poor internal management or a deliberate avoidance of transparency, which raises serious concerns about the platforms operational practices.

  Business Response

  Date: 05/29/2025

  Dear Mr. Samaan:
  
  Thank you for taking the time to share your feedback regarding your experience with Hard Rock Bet.
  
  After a thorough review, our team has determined that your account will remain permanently closed due to violations of our Terms and Conditions.
  
  If you have any further questions or require assistance, please don't hesitate to contact us. We appreciate your understanding and sincerely apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 05/29/2025

   
  
  Complaint: 23374258
  
  
  
  I am rejecting this response because:
  
  The response provided by Hard Rock Bet is entirely generic and does not address the specific concerns I raised.
  
  
  Once again, they claim my account was closed “in accordance with their Terms and Conditions,” but they continue to refuse to identify which rule or policy I allegedly violated. This type of vague, copy-paste response is not only disrespectful to customers but raises serious questions about their internal practices and regulatory compliance.
  
  
  As a customer, I am entitled to a clear, documented explanation when my access to a legal, regulated betting platform is permanently revoked — especially when it involves personal information and financial transactions. Repeating the same empty statement is not transparency — it’s avoidance.
  
  
  If there was a legitimate reason for the closure, Hard Rock Bet should be able to share it. If not, this looks like arbitrary and possibly discriminatory account enforcement.
  
  
  I am requesting the BBB to continue investigating and hold Hard Rock Bet accountable for providing:
  
  
  A specific reason for the account closure, including the exact term or policy allegedly violated
  Confirmation that there are no funds remaining on my account
  A copy of any internal investigation notes tied to this case
  
  
  
  
  Until these are provided, this case remains unresolved and reflects extremely poor business practices from a licensed operator.
  
  
  
  Sincerely,
  
  
  
  Tony Samaan

  Business Response

  Date: 06/08/2025

  Dear Mr. Samaan:

  Thank you for taking the time to share your feedback regarding your experience with Hard Rock Bet.
  
  Following an additional review, we confirm that the account will remain permanently closed in accordance with Section 1.5 of the Terms and Conditions. Although the account was briefly reactivated in error, the final closure was executed correctly and communicated appropriately to you. This closure is permanent and irrevocable.

  Customer Answer

  Date: 06/12/2025

   
  
  Complaint: 23374258
  
  
  
  I am rejecting this response because: There’s not a detailed description and a reason reasonable probably will cause to close my account regarding Section 1.5, they have reopened my account before and have authority to do it again They also are holding cash funds that I have in the account
  
  
  
  Sincerely,
  
  
  
  Tony Samaan

• Initial Complaint

  Date:05/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint pertains to playing online Blackjack with Hard Rock Bet while visiting **********. Here are the details for the last (3) game transaction. - 21:26:27 (starting balance was $3,540.50) I bet $1,000 (Bet) and lost (Win $0.00) and brought my balance to $2,540.50 and it reflected correctly.The next (2) hands did not adjust to my winnings.21:27:46 (starting balance $2,540.50) and I bet $2,000. I was dealt a soft 17 against a 6 so I wanted to double down. It did not allow me to double down because I did not have enough funds so I hit and got a (4) giving me 21. Dealer ended up with an 18. Again, my bet was $2,000 and correctly reflected $2,000 in my hand history. It said payout is $2,000 (should have said $4,000) and my balance remained $2,*********** Hand~21:28:59 (Again, shows starting balance $2,540.50) and I bet $2,000. I was dealt an 11 and doubled down and was dealt an 8. The system allowed a double down. I won the hand as dealer ended up with 18. At this point this is a $4,000 hand (I put out) and again it said my balance remained $2,540.50 after this win as ******* total, I should have $8,540.50 but my balance reflects $2,540.50. Therefore, I am owed $6,000.I then made sure not to play another hand and I took screen shot as it was asking if I wanted to place the same bet for $2,000 (reflecting I just bet $2,000). Ive attached screenshots but Im sure you can go in and review the video. The dealer even said nice double down.

  Customer Answer

  Date: 05/27/2025

  This has been resolved. 

  Business Response

  Date: 06/02/2025

  Dear Mr. *************************** you kindly for taking the time to provide feedback regarding your Hard Rock Bet experience. We take platform shortcomings very seriously and had our Casino Operations team review the data and coordinate findings with the game provider. After an incredibly thorough investigation, we can confirm that no outages or issues occurred with the distribution of earnings to the balance during gameplay. We apologize for any inconveniences or misconceptions that may have arose and appreciate your patience and understanding in this matter. 

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accidentally deposited 750 in my hard rock account twice which totaled out to 1500 when trying to withdraw the money, I was locked out and given the runaround. I've been fighting with hard rock bet for days now but I'm still locked out my account and I can't access my funds. The money that's in my account is my personal money , I've given verification and I still can login.

  Business Response

  Date: 05/28/2025

  Dear Sadnet *******,
  
  Thank you for taking the time to provide feedback regarding your experience with Hard Rock Bet! Please note that in order to maintain a safe and welcoming atmosphere for all our players, we reserve the right to request documentation to investigate accounts so as to confirm their integrity. This right is laid out in the Terms & Conditions agreed to upon account creation. 
  
  We appreciate your understanding, and affirm that cooperation will expedite an investigation's turnaround period. Thank you for your patience in this matter.