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:05/09/2025

  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 bet app immediately suspended my account once I deposited $100. Ive spent countless hours providing documentation along with *** to prove identity. I just keep being told the same thing wait 4-6 hours and we will respond. This has been going on for 5 days. After the 4-6 hours they reject it and just keep having me resubmit it. Nobody on the chat will provide any assurance and everyone tells me the same thing wait 4-6 hours. This is all over $100.

  Business Response

  Date: 05/16/2025

  Dear *** ******: 

  Thank you for taking the time to provide Hard Rock Digital with feedback regarding your experience with us! We are delighted to inform you, as we had on 5/11, that your account is reactivated. We appreciate your patience while we took the time to ensure the atmosphere for our players is safe and secure.

• Initial Complaint

  Date:05/07/2025

  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 wife and I SHARE and have JOINT a accounts together and my card was lost. I added her joint card to my account and when my card came I requested Hard Rock to remove it.They asked for BOTH debit card pictures and a statement,we sent BOTH,they then proceeded to ask for identity verification by video and a app they use for both of us. We gave them that and cleared. They then asked for a copy of the ***** debit card that had no bearings on my wife's debit card removal and we supplied that. Hard Rock SUSPENDED my account in the meantime and I have no red flags or illegal accounts attached. All are legit and joint. They have it suspended to this day while they " REVIEW" the documents. Full of c*** and discriminating on law abiding legal clients. There's no reason to ******* a account unjustly.

  Business Response

  Date: 05/14/2025

  Dear Mr. ********************** you for reaching out and for providing the requested documentation in a timely manner. We appreciate your cooperation and understanding throughout the process.
  
  The delay in accessing your account was a result of our standard security measures, which are designed to protect our players and ensure the integrity of our platform. Were happy to inform you that your account was reinstated on May 7, 2025, and you should now be able to log in without issue.
  
  We apologize for any inconvenience this may have caused and appreciate your patience while the matter was resolved. Please dont hesitate to reach out if you have any further questions or concerns.

• Initial Complaint

  Date:05/05/2025

  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.

  Around 6 weeks ago my hard rock account was restricted and they requested proof of income being 3 months of bank statements. I submitted them and answered any and every question they asked me. Ive been told there is no time frame on my case and wait for an email back. Its now been 6 weeks and its very clear theres no effort or even a review in progress and I have $6,818 that has been held in the account since while Im not able to access or withdraw it whatsoever. Im to the point where I would like to just withdraw my money and be done with hard rock. This has been the most unprofessional and frustrating situation considering I follow every guideline. Below i have attached my account information

  Business Response

  Date: 05/14/2025

  Dear Mr. ********************** appreciate you taking the time to provide feedback regarding your experience with Hard Rock Digital. 
  
  We understand the frustrations pertaining to a prolonged investigation and deeply appreciate the patience exhibited. Please note that ***************** takes the security of players' accounts very seriously. While the review may still be under way, we are delighted to confirm that your funds have been successfully withdrawn as of 05/10/2025. 
  
  We thank you for your patience and understanding. 

• Initial Complaint

  Date:05/03/2025

  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.

  My Hard Rock Bet account, as well as my fiancs, has been locked without clear justification. We each have separate accounts but occasionally use the same device, which may have triggered the suspension.Despite reaching out to customer service, response times have been slow and unhelpful. Weve provided documentation and followed all instructions, but our accounts remain inaccessible. This has resulted in unfair delays in accessing our own funds.We are simply requesting that our accounts be reviewed fairly and promptly unlocked. Weve done nothing wrong, and its unreasonable to penalize us for using shared devices in the same household.Thank you for your attention to this matter.Requested Resolution:Immediate review and reinstatement of both accounts, or clear communication on next steps. If account restoration is not possible, we respectfully request full withdrawal of any funds currently held.

  Business Response

  Date: 05/07/2025

  Dear Mr. ****************** style="font-size: 0.875rem;">Thank you for reaching out and for providing the requested documentation in a timely manner. We appreciate your cooperation and understanding throughout the process.

  The delay in accessing your account was a result of our standard internal security measures, which are designed to protect our players and ensure the integrity of our platform.

  Were happy to inform you that your account was reinstated on May 4, 2025, and you should now be able to log in without issue.

  We apologize for any inconvenience this may have caused and appreciate your patience while the matter was resolved.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23282847
  
  I am rejecting this response because:
  

  I am filing a complaint against Hard Rock Bet. Due to bank issues, I used my fiances Venmo account to process a withdrawal from my Hard Rock Bet account. Ive since been stuck in an endless cycle of back-and-forth with their support team, submitting forms, affidavits, and verification documents over the past 11 days. (Since may 1) Despite extreme cooperation, my account remains restricted, and I am still unable to access or withdraw the funds which total several hundred dollars. It has now been 13 days, and I urgently need access to my money. This experience has been frustrating, unprofessional, and financially damaging. Im requesting immediate resolution and release of my funds. I was unaware by trying to help her withdraw her funds, this would create an issues. As mentioned, I do now fully understand it is Against the terms and conditions and I would never do it again - I just would like my funds out of the account. Not to mention, I had multiple bonus bets in the account, which now have expired.
  

   

  Sincerely,
  
  **** *****

  Business Response

  Date: 05/16/2025

  Dear Mr. ******************* you for reaching out and for providing the requested documentation in a timely manner. We appreciate your cooperation and understanding throughout the process.
  
  The delay in accessing your account was a result of our standard security measures, which are designed to protect our players and ensure the integrity of our platform. Were happy to inform you that your account was reinstated on May 4, 2025, and you should now be able to log in without issue. Also our records show that you successfully withdrew your funds on May 13, 2025  and your current cash balance is zero.
  
  We apologize for any inconvenience this may have caused and appreciate your patience while the matter was resolved. Please dont hesitate to reach out if you have any further questions or concerns.

• Initial Complaint

  Date:05/01/2025

  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 have been using the Hardrock bet application for about 2 years. I recently was restricted from my account on 4/18/25 after trying to make a withdrawal. For 2 weeks, they have asked me to verify my identify. I have complied with every document request and verification that they have reached out for. They have neglected to respond and have since restricted and blocked my account. I have documentation of chats with them as well as emails. I can provide whatever is needed on your end. My account balance (as per the attachment) was $3,300. They refuse to let me into my account, have neglected to give me scheduled calls (which they acknowledged receipt of), and to assist with my account.Please contact me. I am available at number ************.

  Business Response

  Date: 05/07/2025

  Dear Mr. ******************* you for sharing your feedback regarding your experience with Hard Rock Bet.

  We appreciate your prompt submission of the required documents and your cooperation throughout the process. Please rest assured that the delay was due to our internal security protocols, which are in place to ensure the protection of your account. Were pleased to inform you that your account was successfully reinstated on May 6, 2025.
  
  We sincerely value your patience and understanding, and we apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:04/28/2025

  Type:Product 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.

  My account has been restricted for over a month since I was asked to provide Source of Income/Wealth documentation on 3/24. As they are the only legal online sportsbook in the state of *******, despite feeling that it invaded my privacy, I figured I had no other option if I wanted to bet again. I provided my Tax Return and filled out the document they provided me. I passed the initial review by the Due Diligenceteam, but then the Responsible Gambling team asked for more documentation which I also begrudgingly provided. Now they are refusing to give me access unless I provide 3 MONTHS of bank statements with transaction-level details, which I am completely uncomfortable with, and not even letting me submit the other documents they originally asked for. They refuse to give me any more information or allow me to speak directly with the team making that decision. They consider me a "VIP", but thats ******** since they wont give me clear answers or let me talk to anyone making these decisions. Im fine providing details of transactions specifically with Hard Rock Bet, but Id rather close my account than be bullied into providing personal and sensitivefinancial details and PII to a SPORTSBOOK. I asked if there was an alternative such as setting deposit limits. If theyre truly so concerned with my level of gambling, then they should be comfortable giving me access back to my account if I do so. They said no. I dont understand how its legal for them to allow me to lose a significant amount of money on their platform (which they allowed me to wager in the first place and also made it difficult for me to withdraw when I won money therefore encouraging me not to), but then take my access away until I provide even more personal financial information. As a monopoly this is taking advantage of that. If I had the choice, theres no question Id be taking my business elsewhere. This is completely unethical and I would like this to be resolved ASAP if you can help.

  Business Response

  Date: 05/02/2025

  Dear Mr. **************** appreciate you taking the time to share your feedback with Hard Rock Digital. Hard Rock Digital takes the integrity and safe usage of our players' accounts incredibly seriously, and as such reserves the right to request documentation to ensure all gaming on the platform is responsible in nature. Note that further cooperation will greatly expedite the completion of our review. 
  
  We apologize sincerely for the inconveniences this may have caused, and thank you for your patience and understanding in Hard Rock Digital's pursuit of maintaining integrity and safety across our platform. 

  Customer Answer

  Date: 05/02/2025

  Complaint: 23260277
  
  I am rejecting this response because:
  
  This is a form response similar to what Ive received every time I pushed back previously and does not directly address my concern, despite them again apologizing sincerely for the inconveniences this may have caused and thanking me for my patience and understanding in Hard Rock Digital's pursuit of maintaining integrity and safety across our platform. Who knows if a real human actually wrote this response or if they used AI. Again, I have been unable to get any explanation for why they specifically need 3 MONTHS of my bank statements which is a gross invasion of my privacy and goes above and beyond what they originally asked for, and I provided in my tax return, as well as the original secondary documents they asked for. How can they think they have the ability to determine if my gaming is responsible in nature? Only I can know that as its my money Im playing with, which again they allowed me to lose in the first place while making it difficult to withdraw when I actually won anything,
  
  Previously when I pushed back they sent me the following: 
  

  We truly value your feedback and recognize your frustration regarding your account access. We understand that this has been a difficult and disappointing experience, and were committed to supporting you through it. Your comments, including your concerns around fairness and privacy, have been noted and will be escalated to the appropriate team for further review.

  That was over 2 and a half weeks ago on 4/15 and despite numerous attempts to follow up, I still have yet to hear back regarding this supposed escalation and my account remains suspended. In addition, I have submitted a complaint with the ********************************* who then referred me to the ********************************* which is in the pocket of Hard Rock Bet as both are part of *********************************** so of course nothing has been done. I even submitted a complaint directly through their online complaint form on 4/28 and called (and left a voicemail) later in the week as I hadnt heard anything in 2 weeks (since 4/16) and still nothing, further proving my point.
  
  I will not consider this matter to be closed until my account access has been fully restored.
  
  Sincerely,
  
  ***** *****
  

  Business Response

  Date: 05/14/2025

  Dear Mr. ******************* you for taking the time to provide feedback regarding your Hard Rock Bet experience. We sincerely apologize for inconveniences caused by the investigation and subsequent restrictions imposed on your account. 
  
  Please note that ***************** reserves the right to request appropriate documentation to ensure the veracity of any investigation as outlined in our Terms & Conditions. Note that we do not take these requests lightly, and understand the inconveniences they may cause. 
  
  
  
  Upon receipt of the requested documentation, we will be able to complete the pertinent investigation and come to a decision regarding the account's status. We deeply appreciate your understanding and cooperation in these matters as Hard Rock Digital strives to ensure an atmosphere of safety and integrity for its players.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23260277
  
  I am rejecting this response because:

  This response is no different than their first response.

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

  Customer Answer

  Date: 06/05/2025

  Sorry for the delay, yes I provided the business with the original documentation they requested in the form of my 2023 Tax Return.

  Customer Answer

  Date: 06/11/2025

  Other than the responses received here, I havent heard back since the end of April, and I last followed up in early May.

• Initial Complaint

  Date:04/25/2025

  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 has taken more money out of my bank account than what has been deposited into my betting account and it keeps happening when I have not attempted to make a deposit. It has left me unable to pay rent and caused immense stress on me

  Business Response

  Date: 04/29/2025

  Dear *** *****: 

  Thank you for taking the time to share your feedback regarding your Hard Rock Bet experience. 

  Unfortunately, we were unable to locate your account based on the information you provided the BBB. We kindly ask that you resubmit your consumer details so we may assist you further.

  We apologize for any inconvenience this has caused you.

• Initial Complaint

  Date:04/25/2025

  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.

  They took $600 of my money through ****** I used the money for betting when I went to cash out I wanted to add a debit card from which my address had changed I changed my address as soon as I clicked submit they closed my account and still have my money in their account you cannot get a hold of customer service only by email they say that they do not have a time limit for which they will get back to you if you look online there are complaints from ***** others in the same situation that have received resolution in my opinion this would be considered bad business

  Business Response

  Date: 05/02/2025

  Dear *********************************** you for taking the time to share your feedback regarding your Hard Rock Bet experience.
  
  Upon review, we can confirm that your withdrawal request was processed on April 26, 2025. Funds are typically received within 13 business days, depending on your payment provider. This should fully resolve your concern regarding the deposited funds.
  
  If you encounter any further issues or have additional questions, please dont hesitate to contact us. We appreciate your patience and understanding, and we apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 05/15/2025

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

• Initial Complaint

  Date:04/25/2025

  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.

  Weeks ago, my account was suspended by Hard Rock Bet without cause (by their admission). After several attempts to reach out, I received an email with a request to send Hard Rock a picture of my debit card. This already seemed an overreach, but I complied. I then received text messages telling me to upload biometric data and a driver's license (with identifying numbers unobscured) to **********. To do this, I have to agree to socure's terms and conditions, including allowing socure to store my biometrics for 7 years and agreeing not to join a class action suit against them. I do not consent to these and other requests and therefore can't upload the documents. I've informed Hard Rock of this. Hard Rock is unwilling to provide an alternate means of account authentication. Nor have they told me why they are unable to confirm my account with SS number, address, phone, email, bank card, geo tag, ****** now, I've reached out to ********* a dozen times to ask them to simply SEND me my TRANSACTION HISTORY and close my account. To date, they have failed to do so. I have a legal right to my transaction history for bookkeeping and tax purposes. Why they refuse to send me this data is beyond me. I'm not asking for full account access. I do not wish to do further business with them. I am simply asking for Hard Rock to send a spreadsheet with my full transaction history from account inception to present day for my records. Then they may close my account.Incidentally, they also suspended my husband's account without reason and have failed to send him his transaction data or funds on file (!) As you can see from the number of complaints on BBB and the internet at large, this is common practice. They'll suspend your account without cause or communication and disallow you access to your transaction history and funds.

  Business Response

  Date: 05/07/2025

  Dear Ms. ******************** you for taking the time to share your feedback regarding your experience with Hard Rock Bet.
  
  Upon review, we found that the required documentation for your request is still pending. Once we receive the necessary documents, we will be able to proceed with the account review and move forward with reactivating your account.
  
  If you have any questions or need assistance with the submission process, please dont hesitate to contact us. We appreciate your patience and understanding, and we sincerely apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23248722
  
  I am rejecting this response because...

  I cannot upload documents to socure. I have explained this to your business several times. We are going in circles.

  I am NOT requesting full account access. I am asking ******** to simply email me my full transaction data ... since account inception .... then close my account. 

  Again, please email my transaction data for bookkeeping purposes to the address on file. Then we can consider the matter resolved.

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

  Business Response

  Date: 05/10/2025

  Hello, 

  Ms. ****** worked with our team and was able to upload the requested documentation needed to resolve their suspension via a different, but secured link provided by Hard Rock Bet. Ms. ******** account has been unsuspended and reactivated, as of May 9th, 2025.  

  Thanks,

  Hard Rock Bet Customer Support Team

• Initial Complaint

  Date:04/25/2025

  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 I have been using hard rock bets now for about a month and everything has been working perfectly fine. I recently have been winning a good amount of money. On the night of 4/23 I wont my largest amount of money yet that left me with a balance of ************************************************************************************************ the past with zero problems all of a sudden my account had been suspended for security reasons that was never explained to me. After talking to multiple chat associates my case had been escalated and after hours of waiting they still left me with no explanation for the suspension but I was asked to provide a verification check. I uploaded my passport and bank statements as asked cooperatively except for a bank statement ending in ********************************************************************** those digits ever before so there was no possible way for me to provide those statements. I have told them multiple times I dont own an account with those numbers and they will not show me proof that an account ending in 8862 has been used on my hard rock betting account. I would really like to withdraw my earnings and be done with this app. I can provide any information showing that I am the owner of that account as I already have but I cannot provide information that is not mine and has never been used before by me.

  Business Response

  Date: 05/07/2025

  Dear Mr. ******************** you for sharing your feedback regarding your experience with Hard Rock Bet. We also appreciate your prompt submission of the required documents and your cooperation throughout the process.
  
  Please rest assured that the delay was due to our security protocols, which are in place to ensure the protection of your account. Were pleased to inform you that your account was successfully reinstated on April 30, 2025.
  
  We sincerely value your patience and understanding, and we apologize for any inconvenience this may have caused.