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:04/24/2025

  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.

  This people are a fraud.. please dont open and account with this people Im open and account and I put 75 dollar they ask me for some documentation. Because they suspect my card was a fraud.after one week 6 email I send all the documents,pic of my license and bank statements they still not sent it my money and when I text them to ask about my money they ask me for the same documentation I send 3 days ago.. please dont get this app they are crock.. they open this app before and Florida close it and they will close it sone because its a lot of complain

  Business Response

  Date: 05/02/2025

  Dear Ms. ************************** you for taking the time to share your Hard Rock Bet experience.
  
  We would like to sincerely apologize for the delay while our team investigated your account a bit further. Please know, your account is currently eligible for activation as of 04/24. 
  
  Note that part of the standard account reopening process is to request again an ID to verify identity. This is to ensure the safety of our customers' accounts continues to be held at the highest standard. 
  
  We apologize for any inconvenience this caused you.

• Initial Complaint

  Date:04/23/2025

  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.

  On April 22, 2025 my account with Seminole Hard Rock was suspended for the 4th time in 3 months. Each time the Sportsbook claims to be verifying information for my own "personal safety." However, these blocks only occur when requests for withdraws have been made. My account manager *** ***** and other representatives have been unable to provide any information. I was told I was permitted to withdraw funds during this time, however they will not approve the withdraw. In future correspondence I will provide supporting documentation. Further on April 19, 2025 I was in ***** and my account has reached a VIP status. Despite none of my personal information, payment information, or any other details changing, the online sports book is blocking me from placing ****** and receiving past winnings. This clearly seems to be a common occurrence every time a player begins withdrawing winnings.

  Business Response

  Date: 05/02/2025

  Dear *** ******: 

  Thank you for taking the time to share your experience with Hard Rock Bet. 
  
  We apologize sincerely for the inconveniences caused by the continued investigation. Note that as of April 30th, the withdrawal of your balance has been processed. 
  
   Hard Rock Digital takes the safety and integrity of our customers' accounts very seriously, so we consistently do our best to ensure our reviews are as thorough and detailed as necessary so as to provide a comfortable, safe atmosphere for all. 
  
  We deeply appreciate your patience and understanding during this time and apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23243612
  
  I am rejecting this response because: there is nothing that has changed with my account details. Hard rock has happily kept the account open when payouts were not occurring. However, after success online, hard rock is claiming to have frozen the account for my safety.  Additionally, when asking for an update, the response from hard rock states that by asking it will delay their review. A review SHOULD include them asking questions to the account holder, however after investigating online it is revealing that the online hard rock application is making it a habit of freezing player accounts who successfully win money. Also, from online research several law firms appear to be in the process of being actions against the online platform for their actions of freezing accounts. I guarantee the BBB that hard rock will not stop this review and even if they do they will suspend my account for no reason other than having winnings. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/07/2025

  Dear Mr. ******************** you for taking the time to provide feedback regarding your experience with Hard Rock Digital. We regret that you are dissatisfied with the status of the investigation. ***************** takes both customer satisfaction and the integrity of customers' accounts incredibly seriously. Your patience is deeply appreciated in these matters. 
  
  Please be aware that your balance, comprised of your winnings, has been withdrawn successfully on 04/30/2025 to your preferred payment method of choice.
  
  We deeply appreciate your patience as we continue to ensure our investigation is in-line with state and federal regulatory requirements so as to maintain a safe and secure environment for our players. Upon conclusion of the investigation, you will be notified immediately of its results. 

• Initial Complaint

  Date:04/18/2025

  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 haven't been a customer with hard rock and I've been having problems with them trying to verify my account I gave them everything from bank statements to verification through Social Security and my card showing that it's me okay and they still haven't answered unsuspended my account there's holding my money and still want to keep giving me the running around and I'm just beyond upset and Furious so this is why I'm here making a complaint because I have not received my money and they have been giving me the runaround and still haven't uplifted my account and want to hold my money

  Business Response

  Date: 04/28/2025

  Dear Mr. **************** sincerely appreciate you taking the time to share your feedback regarding your experience with Hard Rock Bet.
  
  Thank you for submitting all the required documents and for your cooperation throughout this process. We apologize for the delay in reinstating your account and truly appreciate your patience and understanding.
  
  Were pleased to inform you that your account has been successfully reinstated as of April 21, 2025, and your device is now fully authorized for use.
  
  Thank you once again for your cooperation. We value your support and regret any inconvenience this may have caused.

• Initial Complaint

  Date:04/17/2025

  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 account has been suspended for a month now after I won over $2000 off of my $1150 deposit (transaction id: ******************** I have sent in all my documents: bank statement (for a bank account that shouldve been removed that I dont have anymore), picture of my debit card (for one that I contacted support to remove from my account because it was lost but still ended up having to provide the pictures for it), Venmo dashboard (in which I was never successful to deposit or withdraw any funds to or from the app) and then pictures of my id. It is clear that they is prolonging the review process and asking me to verify old information I didn't have anymore which took a lot to acquire and provide, which the funds didn't even come from the bank account or debit card they asking me to verify but I still end up getting everything they ask for, then when contacting support through email in which is the only option to get a live agent I get the same automated message every time when inquiring about the potential status of my account. This is super frustrating as I have over $2000 locked in the account, which Hard Rock is not letting me withdraw or access my account. At this point, I would just like to withdraw my funds and ill be done betting with Hard Rock. I have attached my email to my account and phone number. ***************************************************************

  Business Response

  Date: 04/24/2025

  Dear Mr. ******************* you for sharing your feedback regarding your Hard Rock Bet experience. We sincerely apologize for the inconvenience caused by the suspension of your account.
  
  A review of your account in line with our Terms of Service led to a temporary suspension. 
  
  We appreciate your patience and understanding and apologize for any inconvenience this caused you.
  
  
  

• Initial Complaint

  Date:04/16/2025

  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 playing Hard Rock for over a year now. Winning some, losing some. These last couple of weeks, I've been hitting pretty good and got up to almost $8k. Then just like with other people, I started getting harassed about verification. They suspended my account and asked for info. I've sent them all the info they've needed plus some and all I keep getting is the same emails about them not knowing how long it's going to take to review my information and they're holding my funds. This is Absurd. It's already been two weeks. Back issue.....long story short, I have an account that I share with my 17 ear old son. He does not have access to the account or the card, I have them in my possession. I am also an owner of that account. I use that account as ONE of my funding accounts for Hard Rock. MY debit card that was attached to that account had MY name on it and I lost it. I attached HIS card because it went to the same account. Of course when the big withdrawal came, they wanted pictures of all information with the account. Since his name was on the card, they froze the account and asked for information. No problem, I have sent Every possible form of information that verifies I am the Co-Owner of the account, pictures of the cards that are associated with the account, MY information, HIS information. They waited a week later and asked for HIs ID and an affidavit of him giving me permission to use his card. I am his father, he is a minor, I also Own the account in question and have sent a Bank certified letter stating this information with statements that show my card number is also used for Hard rock transactions and they STILL claim to be needing more time to review. I dont need HIS permission to do anything. Every response is they understand my frustration but the account is still being reviewed and they don't know how long the process takes. Holding my money this long is ridiculous with No explanation as to how long they're going to take.

  Business Response

  Date: 04/28/2025

  Dear Mr. ******************** you for reaching out and for your patience as we completed our review.
  
  After a careful evaluation, we have determined that your account activity falls outside of the guidelines outlined in our Terms and Conditions. As such, your account will remain closed, and we will not be able to release the associated funds
  
  We understand this may not be the outcome you were hoping for, and we truly appreciate your understanding.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23212758
  
  I am rejecting this response because:

  Please advise me of what activity on my account fall outside the rules and regulations of Hard Rock Bet. All of the information asked of me has been sent in as proof and verification.  I have sent in cards and statements that are All in my name as they are suppose to be. Every account i use, i own. Every dollar used has been legit. Every dollar won has been legit. Now that I have almost $10k in my account, you want to close and keep my money but not tell me what rules I have broken?
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/07/2025

  Dear Mr. ******************** you for your follow-up and for your cooperation during your account review.
  
  After further review, we have refunded two deposits and allowed you to withdraw the remaining balance linked to your account.
  
  Your funds have been successfully withdrawn, and your account is now permanently closed. As previously communicated in our email dated April 30, 2025, this decision is final.

  We apologize for any inconvenience this may have caused you. 

  
  

• Initial Complaint

  Date:04/15/2025

  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.

  On March 28, 2025 I won $1414.46 on the Hard Rock Bet platform and requested a withdrawal the same day of winning the funds. Since then, my account has been locked and suspended, and I have received no clear updates or access to my funds. In attempt to get access back to my account, I successfully verified my identity by providing a photo of my ID and a live facial recognition scan. In addition, I was required to sign multiple affidavits, which I submitted promptly. Despite completing all steps asked of me, I have received no resolution or timeline. The delay is excessive and unacceptable, and the lack of communication has only made the situation more frustrating. I am simply asking for access to the money that I won fairly.Ive attached screenshots of the winning bets, including the bet IDs, so they can be easily tracked to my account.

  Business Response

  Date: 04/21/2025

  Dear *** ******: 

  Thank you kindly for sharing your feedback regarding your experience with Hard Rock Bet.

  We apologize sincerely for the inconveniences caused by the closure of your Hard Rock Bet account. Please note that the difficult decision made is in accordance with the published Terms & Conditions as available on our website. Terms & Conditions are agreed to upon account creation and are clearly displayed during the process.
  
  We deeply appreciate your patience and understanding during this time and apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23209857
  
  I am rejecting this response because:
  I currently have over $1,400 locked in my hard rock bet account simply sitting there locked up. I won this money fairly and in full compliance with the platforms terms and conditions. At no point did I engage in any behavior that would justify withholding my rightful winnings.
  
  I have fully verified my identity and completed all required steps. Yet, my account remains suspended, in fact they terminated my account without any clear justification. I am simply asking to withdraw the money that I earned legitimately, not to have it withheld without cause. This feels like theft, and I deserve access to my funds.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/30/2025

  Dear Mr. ***************** regret that you are dissatisfied with the outcome; however, following a thorough investigation, we have made the decision to close your account due to a violation of our Terms and Conditions. Please note that this decision has been carefully reviewed and was previously communicated to you via email by our Accounts Team, as well as in our prior correspondence.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23209857
  
  I am rejecting this response because:
  I won money fairly on your platform and I didnt violate any rules and regulations and deserve to withdraw the money I won on your platform. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/15/2025

  Dear Mr. ********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  We regret that you are dissatisfied with the outcome and we can understand your frustration regarding this situation; however, following a thorough investigation, we have made the decision to close your account due to a violation of our Terms and Conditions. Please note that this decision has been carefully reviewed and was previously communicated to you via email by our Accounts Team, as well as in our prior correspondence.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23209857
  
  I am rejecting this response because:
  I didnt violate any terms and conditions! In fact I won money on your betting platform. And you guys still have not payed me those funds. Until I get those funds this dispute and complaint will not go away!

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

  Customer Answer

  Date: 05/19/2025

  Here are all of the emails hard rock bet sent me about my account closure when in fact i followed all of their rules did nothing wrong, and won money on their platform they refuse to pay me. thanks.

  Business Response

  Date: 05/27/2025

  FOR INTERNAL BBB USE ONLY

  To Whom it May Concern,

  Kindly find below the pertinent breaches of Terms & Conditions, which resulted in the closure of the account in question. Please note that the divulgence of these cited Terms & Conditions to the customer could result in breach of federal statutes pertaining to investigated individuals.
  
  FOR INTERNAL BBB USE ONLY:
  Player breached numerous Terms & Conditions as outlined below:
  Section 3. LEGAL USE
  - 3.3.3 You acknowledge that you are opening a non-transferrable Account with ******************** solely for your personal use, and are acting as a principal and not as an agent on behalf of a third party;
  - 3.3.4 You are entirely responsible for complying (and continued use of your Account you represent that you comply) with applicable laws concerning betting and gaming prior to opening an Account, placing any bets, stakes or ****** (Bets) or using the Services;
  - 3.3.5 You will not attempt to sell or otherwise transfer the benefit of your Account to any third party and nor will you acquire or attempt to acquire an Account which has been opened in the name of a third party;
  Section 7. PATRON IDENTITY
  - 7.2 You consent to have your age and identity verified by Seminole Gaming, and you acknowledge verifications associated with Internet or mobile gaming may result in a negative impact on your credit report. Failure to supply such documentation may result in suspension of the Account. You may not hold more than one (1) Account in connection with your use of any Seminole Gaming platform. *************** reserves the right to close your Account(s) if you open multiple Accounts. Should Seminole Gaming believe that multiple Accounts have been opened with the intention to defraud, *************** reserves the right to cancel any transaction related to said fraud attempt. *************** also reserves the right to suspend or close any Account and cancel any associated Bets where the Account holder and the owner of the funding instrument are not the same. If you have lost your Account name or password, please contact Seminole Gaming for a replacement.
  Section 8. OBLIGATIONS
  - 8.1.7 You will not disguise or interfere in any way with our identification of the internet protocol address (IP address) of the computer or other Device (defined below) you are using to access the Services or otherwise take steps to prevent us from correctly identifying the actual IP address of the Device you are using while accessing the Services; and
  Section 11. ACCOUNT SECURITY
  - 11.1 You are responsible for maintaining the security and confidentiality of your Account and you will not allow any third party to use it. You agree to keep your username and password strictly confidential. You should change your password on a regular basis and never disclose it to any third party. Any failure to do so shall be at your sole risk and expense, and you are responsible for any misuse of your password. Every person who identifies themselves by entering a correct username and password is assumed by Seminole Gaming to be the rightful Account holder, and all transactions where the username and password have been entered correctly will be regarded as valid. In no event will Seminole Gaming be liable for any loss you suffer as a result of any unauthorized use or misuse of your login details. ** shall not be required to maintain Account names or passwords. If you lose your Account name, username, or password, please contact Seminole Gaming for a replacement. If you misplace, forget, or lose your Account name, username, or password as a result of anything other than Seminole Gaming error, Seminole Gaming shall not be liable.
  - 11.3 You will not attempt to sell or otherwise transfer the benefit of your Account to any third party, nor will you acquire or attempt to acquire an Account which has been opened in the name of a third party. *************** will not be liable for any loss that you may incur as a result of misuse of usernames or passwords or from any unauthorized use of your Account, whether fraudulent or otherwise. You hereby agree to indemnify and hold harmless Seminole Gaming against any costs, claims, damages, and expenses arising in connection with the use of, or access to, your Account by any third party because of your negligence, breach of these Terms, fraud, dishonesty, or criminal activities.
  Section 17. FRAUDULANT AND OTHER PROHIBITED ACTIVITIES
  - 17.4.8 Where we reasonably believe that bets have been placed from a spoofed location.
  Section 18. LOCATION SERVICES
  - 18.5.8 You shall not remove, alter, or obscure any copyright or other proprietary notices incorporated on or in the Solution by ********* or any of its licensors, or allow any third party to do the same;
  Closure justified by:
  1. GENERAL TERMS OF SERVICE
  -1.5 Terms of Service together with the Privacy Policy, House Rules, and any other additional rules and terms published on the Services or otherwise notified to you that specifically relate to and govern any particular event, game, software, Sports Betting offer, or tournament (collectively, Agreements) constitute a legally binding agreement between you and Seminole Gaming. Please read the Agreements carefully before using the Services. By accessing, using, or otherwise participating on the Services, you accept and agree to be legally bound by the Agreements, whether or not you sign-up as a member of the Services. If you do not agree to accept and be bound by the Agreements, please discontinue your use of the Services. It is important that you review these Terms of Service regularly. ** may impose limits on certain features, activities, offers, or services and may restrict, suspend, terminate your access to the Services or your ability to participate in activities, offers, or Services, in whole or in part, at any time and for any or no reason, with or without prior notice and without liability.
  Section 4. ACCOUNT REGISTRATION
  - 4.6 Deposits and withdrawals may be subject to review. In the case of suspected or fraudulent activity, Seminole Gaming may suspend or terminate the Patrons Account and may refund or refuse to refund any monies contained in the Patrons Account in Seminole Gamings sole discretion.
  - Section 5. BREACH
  If you are believed to have breached any of the Terms of Service, Seminole Gaming may cancel any bet you may have placed, shall not be obliged to pay any winnings which might otherwise have been payable fin respect to any bet you placed, and may refer the matter to the police, guardians or family members, or any other appropriate regulatory authority.
  
  Section 10. USE OF THE SERVICES
  - 10.4 Seminole Gaming reserves the right to suspend your use of certain of the Services, platforms, or any games on the Services for any reason.
  Section 17. FRAUDULANT AND OTHER PROHIBITED ACTIVITIES
  - 17.1 Seminole Gaming has a zero-tolerance policy towards inappropriate play and fraudulent activity. If Seminole Gaming suspects you have cheated or attempted to defraud Seminole Gaming, made a fraudulent payment, engaged in any other fraudulent activity, or if your deposits failed to be honored by your bank for any reason, Seminole Gaming reserves the right to suspend or close your Account and recover bad debts using whichever method may lawfully be available to Seminole Gaming including, but not limited to, (i) debiting the amount owed by you from your Account; and (ii) instructing third party collections agencies to collect the debt. This may have a detrimental impact on your credit rating and will require Seminole Gaming to share your personal information with appropriate agencies and to report any criminal or suspicious activities to the appropriate authorities.
  - 17.2 Seminole Gaming reserves the right to void and withhold any or all winnings made by any patron where Seminole Gaming has reasonable grounds to believe that a Patron has acted to defraud or damage Seminole Gaming.
  - 17.7 ** reserve the right to terminate an Account if we reasonably suspect any of the activities described in this Section to be in connection with that Account.
  Section 22. FORFEITURE & ACCOUNT CLOSURE
  - SEMINOLE GAMING RESERVES THE RIGHT TO TERMINATE THESE AGREEMENTS, WITHHOLD YOUR ACCOUNT BALANCE, SUSPEND YOUR ACCOUNT, AND RECOVER FROM SUCH ACCOUNT THE AMOUNT OF ANY AFFECTED PAY-OUTS, BONUSES AND WINNINGS IF:
  
  - 22.1 You violate any of these Agreements;
  
  - 22.2 Seminole Gaming becomes aware that you have used or attempted to use the Services for the purposes of fraud, collusion, or unlawful or improper activity;
  
  Section 23: TERMINATION
  - 23.2 Seminole Gaming is entitled to terminate these Agreements on seven (7) calendar days written notice (or attempted notice) to you at the email address you have provided. Seminole Gaming shall give notice of the termination to you via email and as soon as reasonably practicable refund the balance of your Account. Where *************** has terminated pursuant to Section 22 any payouts, bonuses, and winnings in your Account are non-refundable and deemed forfeited.
  
  

• Initial Complaint

  Date:04/14/2025

  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.

  Hello my account has been suspended for 3 weeks over fraud suspicion because i was adding money in the account under my sons debit card because my cards didnt work and it was no problem mind you i didnt know that wasnt aloud but than when i went to withdrawal the money now its a problem its like they dont care about how the money getting in but once you try to withdraw they shut it down its been so long the customer service is nothing but ai and email and they barely right you back they have no details about anything they dont update you you have to reach out to get and update and even than you dont got one all they say is ur account is under review and i uploaded everything my id the statements the debit card information my sons id two weeks and still nothing i have 1,000$ in the account at this point its like they dont even want to give me my money this is ridiculous no type of time frame of how long mind you its about to be 4 weeks

  Business Response

  Date: 04/28/2025

  Dear Ms. ******************** you kindly for taking the time to share your Hard Rock Bet experience.
  
  We deeply appreciate your cooperation in the facilitation of our investigation. Please be aware that there are outstanding documentation requests which we have followed up on as recently as 04/22/2025. Note that further cooperation will greatly expedite the completion of our review. 
  
  Hard Rock Digital takes the safety and integrity of our customers' accounts very seriously, so we consistently do our best to ensure our reviews are as thorough and detailed as necessary so as to provide a comfortable, cooperative atmosphere for all. 
  
  Hard Rock Digital assures that you will be notified as soon as a conclusion is reached regarding the account. Thank you again for your patience and understanding as we complete our review.

  Customer Answer

  Date: 04/29/2025

  yes thank you hard rock bet, as i am still currently waiting for my account being unlocked

  Business Response

  Date: 05/02/2025

  Dear Ms. ***************** regret that you are dissatisfied with the status of the investigation. ***************** takes both customer satisfaction and the integrity of customers' accounts incredibly seriously. 
  
  We deeply appreciate your patience as we continue to ensure our investigation is in-line with state and federal regulatory requirements so as to maintain a safe and secure environment for our players. Upon conclusion of the investigation, you will be notified immediately of its results.

• Initial Complaint

  Date:04/14/2025

  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.

  Seminole Hardrock sportsbetting app has placed an unwarranted suspension on my account, while I was in the middle of a withdrawal. I broke no rules, and follow all the guidelines. Yet, here it is, my account suspended for over a week with 850$ in limbo and not accessible. Ive reached out numerous times to support, asking for an update and asking for a time frame at least, to no avail. Im in need of the funds I was attempting to withdraw, but the needs of people who support the hardrock betting app doesnt seem to be important to hardrock. Im infuriated, no longer wish to use the hardrock platform. I just simply want the 850$ sent to where I was attempting to send it to in the first place. Thats all I want, and I refuse to use the application again after being treated soo horribly by a company *** spent allot of money with.

  Business Response

  Date: 04/24/2025

  Dear Mr. ********************* you for taking the time to share your feedback regarding your Hard Rock Bet experience.
  
  We are currently reviewing your account, and the review process is still ongoing. Once the review is complete, we will notify you directly with updates.
  
  We appreciate your patience & apologize for the inconvenience. 

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23200895
  
  I am rejecting this response because:

  After repeatedly asking specifically what part of the review was taking multiple weeks, I was about to be transferred to a lead agent to better understand the process that I was going through before I got disconnected to the agent. The agent after her, *******, continued to ignore my request for a lead agent, and refused to allow me to speak to a superior, stating conflicting stories when I continued to question him on speaking to a supervisor. It has been made clear that I and my funds are not a priority for this company, and I feel like I am being discriminated against, as I cant find any similar case of an account being frozen for weeks after compling with all demands and requests of the company promptly and within 12 hours. I am only seeking what is rightfully mine, and afterwards, wish to do no more business with Hardrock after this horrendous experience Ive been forced to go through.
  
  Sincerely,
  
  *********** *******

  Business Response

  Date: 05/02/2025

  Dear Mr. ******************** a thorough review, our team has determined that your account will remain permanently closed due to violations of our Terms and Conditions.
  
  We appreciate your understanding and sincerely apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:04/12/2025

  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.

  .4-11-2025 date of transaction .i spent 290 dollars i won *********************************************************************************************** bank then they suspended my account I submitted the documents I submitted a form where it say my brother allowed me a one time use to use his card I sent the card information my brother id his bank statements and all the documents they need my account still suspended

  Business Response

  Date: 04/24/2025

  Dear Mr. ********************* you for taking the time to share your feedback regarding your Hard Rock Bet experience.
  
  At this time, your account is still under our review process. Once this review is completed, you will be notified via email of any necessary next steps.
  
  If you encounter any further difficulties or have additional questions, please do not hesitate to reach out. We appreciate your patience and understanding, and we sincerely apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:04/11/2025

  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 am reaching out to seek your assistance regarding a troubling situation I am experiencing with Hard Rock Sportsbook. Over two weeks ago, my account was locked, and I was requested to provide extensive documentation, including bank statements from two different accounts, pictures of the front and back of three different debit cards, a picture of my license, as well as my date of birth and Social Security number. I submitted all of this information 12 days ago, and I was informed that my case had been escalated to their security team.Despite my efforts to follow up, I have encountered repeated delays and vague assurances to "be patient." My account remains locked, and I am unable to withdraw my funds, which is causing me significant frustration and concern.I am requesting the BBB's assistance in resolving this matter promptly. I would greatly appreciate any guidance or intervention you can provide to help me regain access to my account and withdraw my funds as soon as possible.Thank you for your attention to this matter.

  Business Response

  Date: 04/24/2025

  Dear Mr. ********************* you for taking the time to share your feedback regarding your Hard Rock Bet experience.
  
  Upon review, we can confirm that your account was re-activated on 4/22/2025. You should have full access to your account now.
  
  If you experience any further difficulties or have any additional questions, please do not hesitate to contact us. We appreciate your patience and understanding and apologize for any inconvenience this caused you.