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:04/11/2025

  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 am submitting a formal complaint against Hard Rock Bet for withholding funds and stalling the account review process.On April 6, 2025, I deposited $500 using my husbands card with his full consent, and submitted a signed affidavit and his ID. I later deposited $1,400 using my own personal card that matches the Hard Rock Bet account name. I earned approximately $1,000 through legal gameplay.Despite submitting all requested documents, my account has been locked and my total balance of $3100 is being withheld. I have contacted support multiple times and received only generic responses such as "your account is under review with no timeline."This delay is unreasonable and feels like an attempt to avoid releasing legally deposited and earned funds. I request the immediate release of my funds or a full explanation from Hard Rock Bet.Thank you for assisting with this complaint.

  Customer Answer

  Date: 04/11/2025

  Thank you

  Business Response

  Date: 04/16/2025

  Dear Ms. **************** 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 04/11/25. 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 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.

• Initial Complaint

  Date:04/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I won money with the casino, then was accused of using a **** *** device, even though I did not attempt to play any games only withdrawal which I am able to do because I was told by there chat agent. I have given them all documents asked for including documents not asked for. I can submit proof where I was at at the time of my winnings and I told them this and every time I reach out they just say thank you for being patience. Well it's been over a week long and I was told on Wednesday they tell me something in ***** hrs and now it's going on Monday morning.

  Business Response

  Date: 04/21/2025

  Dear Mr. ******************** 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 active as of 4/17. 
  
  We apologize for any inconvenience this caused you.
  
  

• Initial Complaint

  Date:04/02/2025

  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.

  On several occasions, I have asked to speak with a manager regarding issues with my account and service. After these requests, I have been threatened multiple times by their customer service team, and despite my patience and adherence to their terms, I was informed that my account has been suspended simply for requesting to speak to a manager once again.This has been going on since last year this agent ******* has this hate for me I don't know this guy from anywhere. They made up that I am using threatening tones and all of our interactions are recorded on Hard Rock platforms. This is personal attack because the email before this this ******* *** stated "let's start over" which he knows he's been violating my consumer rights and he's been personally attacking me and using his power to bully me after I said I'll get the Ceo involved. If I was doing anything they said I was doing why would he request we start a new leaf? This is a personal vendetta against me and he has placed notes on my accounts stating when I don't get my way I request a manager so when other agents see that information they refuse to help me, they refuse to answer my questions then when I ask for a manager I get this ******* *** who has never resolved anything but only threatening to delete my account. He sent terms and conditions and it didn't stated what I did wrong. This guy is out of control and need him investigated immediately. So you're telling me if an agent is unresponsive and refusing to answer my questions I'm not supposed to get a manager to review this agent behavior? I made a few complaints about agents which none has been resolved because they just threatened me everytime look at all my communication with Hard Rock this ******* *** never addressed my actual concerns. I want my communications from today April 2nd 2025 to get reviewed from the chat to see what I go through daily with customer service then when I ask for a manager for this type of service my account suspended

  Business Response

  Date: 04/16/2025

  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. Your account has since been reactivated.
  
  We appreciate your patience and understanding and apologize for any inconvenience this caused you.
  
  

• Initial Complaint

  Date:04/01/2025

  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.

  Wont let me withdrawal my winnings

  Business Response

  Date: 04/14/2025

  Dear Mr. ********************* you for sharing your feedback regarding your experience with Hard Rock Bet. We also appreciate your prompt submission of the necessary documents and your cooperation throughout the process.
  
  Please be assured that the delay was due to our security protocols, which are designed to protect your account. We are pleased to see that you were able to successfully withdraw your funds on April 6, 2025.
  
  We genuinely value your patience and understanding and apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:04/01/2025

  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.

  Im was trying to withdraw my 2796.15$ Thought the same card I usually do. This time they changed the withdrawal methods. After plenty of back and forth on why this wasnt right they suspended my account when I told them I needed this money for my rent and they are essentially holding it. This has been very frustrating! This is their response:This email is to inform you regarding your withdrawal issue concern The deposit request is failing due to; your account trustly is not linked to your account. You must first link your Trustly to your Hard Rock Bet account and have deposited a minimum of $10 before trying to withdraw again using Trustly. Also, you can add a new payment method, a debit card, and try to use it to withdraw. You can also use ****** or Venmo.If you have any questions, please dont hesitate to contact us.I messaged them back and stated:My account was suspended therefore it wouldnt let me add my new debit card to deposit or withdraw anything. Is my account out of suspension?I would like to place more bets and continue on this app ,but if placing bets is not an option am I able to add a new card to withdraw? So now I have money on the app frozen I cant withdraw or add any new method of payment to withdraw. Ive contacted them over 10x about this but Im getting nowhere. They keep saying be patience but wont resolve this matter.

  Business Response

  Date: 04/10/2025

  Dear Mr. ********************* you for taking the time to share your feedback regarding your Hard Rock Bet experience.
  
  Upon review, we can confirm that your withdrawal request was processed on 04/04/25. 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.
  
  Additionally, your account remains active at this time, but you are welcome to close it at your convenience through your account settings or by reaching out to our support team.
  
  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.

• Initial Complaint

  Date:03/30/2025

  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.

  Please un-suspend my account so I can withdraw my balance, im urgently in need of my money. I sent all the documents I can. Thank you.

  Business Response

  Date: 04/10/2025

  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 our team has completed their review, and your account has been reactivated as of April 1, 2025.
  
  Thank you once again for your cooperation. We value your support and regret any inconvenience this may have caused.

• Initial Complaint

  Date:03/19/2025

  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.

  This business suspended my account due to a bank dispute that my bank has said is not credible. There is no dispute and they are holding my winnings from suspicion which is illegal. I am requesting they either unsuspend my account or let me withdraw my funds from the account.

  Business Response

  Date: 03/28/2025

  Dear *** ******: 

  Thank you for sharing your feedback regarding your experience with Hard Rock Bet.
  
  Upon review, we confirm that a dispute was filed on March 17, 2025, regarding a $50.00 deposit made on March 9, 2025. The dispute is currently pending, and the resolution process may take up to 25 business days. Once the dispute is resolved, we will promptly reach out to you with the next steps.
  
  We sincerely appreciate your patience and understanding during this time and apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:03/18/2025

  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.

  They advertise casino games on their app. So I download the app, deposit $20 then see there are no casino games. So I cancel my account assuming my money is automatically refunded. Now they are holding my money hostage and their customer service agents were unhelpful. First two ghosted me and I was in a chat for an HOUR trying to resolve this and it just goes round and round. They say you have to make a bet before you can withdraw but there is nothing g stating that when you sign up. I closed my account assuming my money would be refunded and they say oh well you cant cause you didnt bet and now we have to open your account

  Customer Answer

  Date: 03/19/2025

  I have been communicating with them over email and it went well but they have now ghosted me as well.

  Business Response

  Date: 03/28/2025

  Dear Ms. ******************* 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 03/20/25. 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.
  
  Additionally, your account remains active at this time, but you are welcome to close it at your convenience through your account settings or by reaching out to our support team.
  
  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.

• Initial Complaint

  Date:03/14/2025

  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.

  They allowed me to open an account , deposit $300 and then immediately when the money was in their possession, closed my account and locked me out and I sent in my drivers license, bank statements, pic of my debit card and still I dont have access to my account or my $300. They are holding my money hostage and will not release the funds nor give me access to retrieve the funds. This is absolutely crazy, bad business tactics. You cant even get a person on the phone to help you resolve the issue. All AI customer service bots.

  Business Response

  Date: 03/18/2025

  Dear Mr. **************** you for sharing your feedback regarding your Hard Rock bet experience. We sincerely apologize that you were unable to access your account while it was under review.

  After further investigation and receiving the appropriate documents, our team has reactivated your account as of 3/15.

  We apologize for any inconvenience this caused you and appreciate your patience. 
  

  
  

• Initial Complaint

  Date:03/10/2025

  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.

  Deposited $500 to my Hard Rock Bet account from *****. Shortly after I made the deposit I noticed my balance went from $500 to $0. I looked at my bet history and it said there was a bet lost in the amount of $500. I immediately contacted Hard Rock Bet. They told me they would do an investigation. The next morning I received an email from them saying that I am responsible for whatever happens on my account regardless of whether I placed a bet or not. They closed my account and said they would not activate it unless I sent them a copy of my FL drivers license and took a selfie of me and sent it to them. They also wanted a screenshot of my Venmo information. I did all that just to get my account active. I was told via email from them that my account would be active in 4-6 hours. After 6 hours I contacted them and they said they will escalate and that my account will be active by 7pm. At 7pm I contacted them again and was told my account would be activate by 9pm. At 9pm I contacted them and was told that they will work on it now. I started conversations with Hard Rock Bet at 9:30am and my account was not active until 9:30pm. Once active, I could not deposit money. Venmo, which I have used in the past for many deposits now does not work. ****** does not work either. My credit card and debit cards do not work either. Hard Rock Bet is blaming it on my bank. My bank says they do not see anything transactions being blocked. When I contact Hard Rock Bet the chat agents ask for me to hold so that they can research the failed deposit issue and then they disconnect. This happened 3 times. I was later told that the reason was because there was a system outage. No one has helped me within this organization. I literally spent the entire day trying to resolve their issues and reminding them throughout the day to do their job. I have screenshots and proof of all this. In conclusion, they will not give me back my $500 from the bet I never placed, and I cannot deposit $

  Business Response

  Date: 03/20/2025

  Dear Mr. ******************* you for taking the time to share your feedback regarding your Hard Rock Bet experience.

  We can confirm that your account has been successfully reactivated. Additionally, we have verified that you have been able to make deposits, including a deposit on March 11, 2025, and another from your ****** account on March 9, 2025. Based on our review, you should now be able to deposit funds without issue moving forward.

  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.