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:01/24/2025

  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 attempted to use the Hard Rock Bet app through my cellphone as well as visit their site using my PC. Through no fault of my own my account has been deemed "Outside of Service Area" various times even though I am simply sitting at home. While they have restored my account this has happened too many times within a small amount of days.During these times I have attempted to not only place bets but withdraw my earnings from my account with no success.Currently the latest supposed infraction on my account is Hard Rock claiming I am a nonresident and they have sent to my email a Substantial Prescence Test. I supplied them with the necessary information when creating my account which included providing the last 4 of my ***** this point I am no longer interested in using their services and am requesting the winnings for my account be deposited into my bank account and my account with them closed.

  Business Response

  Date: 01/26/2025

   Hard Rock Bet Response to BBB Complaint - ***** *****
  Dear Better Business Bureau,
  Hard Rock Bet is responding to the complaint filed by ***** ***** regarding account access issues and withdrawal requests. We understand Mr. ****** frustration with the intermittent Outside of Service Area messages he has received while attempting to use our app and website. We want to assure the BBB and Mr. ***** that Hard Rock Bet operates in full compliance with Florida gaming regulations, established by the Seminole Tribe, and adheres to all applicable financial guidelines outlined in our Terms and ************************** are designed to ensure compliance with legal and regulatory requirements, including verifying user location and residency. Due to certain flags triggered on Mr. ****** account related to potential non-citizenship, our compliance procedures require the completion of a Substantial Presence Test questionnaire. This is a standard procedure implemented to protect both the player and Hard Rock Bet and is in strict accordance with gaming regulations.
  We understand Mr. ***** provided the last four digits of his Social Security Number during account creation. While this information is helpful for initial verification, the Substantial Presence Test questionnaire is necessary to address the specific flags that have been raised on his account. These flags can be triggered by various factors and require further investigation to ensure compliance.
  We are committed to resolving this matter for Mr. ***** and being completely transparent throughout the process. We have communicated the need for the completed questionnaire to Mr. ***** via email. We are kindly requesting his cooperation in providing the necessary information so we can proceed with the review of his account and address his withdrawal request. We cannot bypass this required step as it is essential for complying with gaming regulations and maintaining the integrity of our platform.
  We want to emphasize that we are doing everything possible within the bounds of regulatory compliance to assist Mr. ****** We encourage him to respond to our request for the completed questionnaire so we can resolve this issue promptly.
  Sincerely,

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22853971
  
  I am rejecting this response because: this issue only came up after my account has been suspended wrongfully multiple times by errors with their own system at no fault of mine. IF this were an actual issue they would have brought it up during initial account creation, not days/weeks later.

  Again I am requesting they forfeit my $1,164.95 to my bank account or card on file and close my account with them.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/14/2025

  BBB Complaint - Miles [Complaint ID: ********]
  Dear Better Business Bureau,
  We are writing in response to the consumer's rejection of our previous response regarding complaint ********. We understand the consumer's frustration, but we must clarify several points.
  The consumer states the issue arose only after multiple wrongful account suspensions. This is inaccurate. Our system utilizes automated software that detects and flags account discrepancies, including those related to tax compliance. These automated checks are in place to ensure adherence to state and regulatory guidelines, as well as our Terms and Conditions. The suspensions the consumer mentions were a direct result of these system flags, which indicated incomplete or missing information required for account verification and regulatory compliance. These checks are standard procedure and are not something that would necessarily be flagged during initial account creation, as ongoing account activity can trigger these reviews.
  As outlined in our previous communication to the consumer (included below for your reference), the consumer needs to complete the Substantial Presence Questionnaire and provide the required supporting documentation: a passport (including copies of all stamped pages and visas) and a U.S. Social Security number/ITIN document. These documents are essential for us to verify his information and comply with regulatory requirements. The instructions for providing this documentation were clearly stated in the form itself.
  We have provided the consumer with the necessary steps to regain access to his account. However, until he complies with these requirements, we cannot reinstate his account. We are bound by state and regulatory guidelines, as well as our own Terms and Conditions, to ensure all player information is verified.
  We will not be engaging in further back-and-forth communication with the consumer on this matter unless he provides the requested documentation. We have clearly outlined the steps required for account reinstatement, and further discussion without the required documentation is unproductive.
  Thank you for your time and attention to this matter.
  Sincerely,
  Hard Rock Bett
  
  Previous Email to Consumer (Included for Reference):
  Dear Miles,
  We hope this message finds you well.
  Thank you for contacting Hard Rock Bet.
  After further review, it appears that you did not submit any documentation to accompany your tax questionnaire form, and the form itself was not fully completed. In order to proceed, please complete the Substantial Presence Questionnaire and provide the following:
  A passport (including copies of all stamped pages and visas)
  A U.S. Social Security number / ITIN Document
  Per the instructions in the form's document section:
  "If yes to any of the above questions, please provide copies of the documents. For passports, be sure to include copies of all stamped pages, including visas."
  Once both the form and required documents are submitted, your information will be reviewed in its entirety.
  We appreciate your patience and understanding. If you have any further questions or need assistance, please don't hesitate to reach out. 1 

• Initial Complaint

  Date:01/24/2025

  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 the afternoon of January 1, 2025, I had lunch at their property and went to play craps for a little while after my meal. There were two tables open, and I went to the farther one of the two from the walkway. Someone was already in the middle of a turn, so I watched and waited I placed a bet and vocalized multiple times that the bet is "working" which means on the craps table that the bet is an active bet even when the point is off. I had $25 on the hard ten bet. I said this several times, and even was pointing at my bet. The dealer went to get the on buttons and I turned away. That roll, the shooter hit the exact bet that I had made, and I was very pleased. The dealer counted out the winnings and slid them to the man next to me. I was confused, but thought maybe he had the same bet. When I asked where my win was, the boxman said he didn't know what I was talking about. I told him my bet was working, and I had placed a legit bet, quite loudly at that. I had him call the boss down so they can review the cameras. The boss came down and made a smug comment to me about the dealers having to book bets, not the cameras. Had the circumstances been reveresed, they would have dissected the cameras and all the angles. I made a legit bet that they decided to ***** on. He would not review the camera as I had requested and would not give me a reason. If they were right, what would they have to hide? I want my $175 back and an apology. This is a total ****** mouse operation if they can't even keep track on a slow saturday afternoon, not to mention honor bets that were clearly made. GO AHEAD, I know they either paid the wrong person or decided not to pay my bet. January 1 was the date, between *****pm. The odds are already in your favor, why tf are you cheating too?

  Business Response

  Date: 01/27/2025

  Dear Better Business Bureau,
  Thank you for reaching out. We are writing to clarify a potential misunderstanding regarding a complaint filed with your organization.
  We understand a complaint has been lodged regarding an experience at a ********* property. However, we are Hard Rock Bet, an online sports betting and casino platform. We are a separate entity from **************** physical locations.
  Therefore, the complaint should be directed to the specific **************** property where the incident occurred. We are unable to assist with matters related to their operations.
  We respectfully request that this complaint be redirected to the appropriate Hard Rock Casino location. This will ensure that the complainant's concerns are addressed by the correct personnel who have the necessary information and authority to assist them.
  We appreciate your understanding and cooperation in this matter.
  Sincerely,
  The Hard Rock Bet Team

• Initial Complaint

  Date:01/23/2025

  Type:Billing 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.

  I have been dealing with this from Hard Rock Online Casino for a while and they never paid me out. These funds are guaranteed by the *********** of Gaming Enforcement and State/Federal Law.I deposited funds twice each for $250 March of 2019 and withdrew twice each for $1000 to VIP preferred method. The 2nd withdrawal was not successful and was not processed by hard rock accordingly and only one withdrawal was processed.I called VIP preferred who was acquired by ******** Payments and they can clearly see the deposits and the withdrawal was not processed through there system meaning hard rock never approved it.I am owed $1000 from Hardrock Online casino and would accept payment in the form of cash added to my account or a check mailed to my address.

  Business Response

  Date: 01/24/2025

  Dear Mr. ***************** you for reaching out to us on January 15, 2025, regarding your account history. We understand you're seeking information about transactions from 2019, specifically concerning withdrawals via VIP Preferred and deposits totaling $1,250 ($1,000 withdrawal and two $250 deposits).
  We appreciate you bringing this to our attention. We've conducted a thorough review of our transactional records and, unfortunately, at this time, we haven't been able to locate any records matching the transactions you described. This includes a $1,000 withdrawal via VIP Preferred and two separate $250 deposits.
  We understand it can be frustrating when discrepancies arise, especially concerning past transactions. We want to assure you that we take all player inquiries seriously and are committed to providing accurate information.
  To help us further investigate this matter, we would be incredibly grateful if you could provide any supporting documentation you might have, such as:
  Screenshots of bank statements or VIP Preferred transaction history
  Any emails or communication from Hard Rock Bet from that time period
  Any other relevant financial records
  You can upload these documents directly to your BBB complaint (Case #********) or send them to us at [Your Support Email Address].
  We understand you may be wondering why we are requesting information now, given the time elapsed since the supposed transactions. Our systems retain records for a specific period, and older data can sometimes be challenging to retrieve. Your documentation would significantly aid our investigation.
  We are committed to fairness and transparency in all our interactions with our players. We are continuing to research this matter and will update you as soon as we have any new information.
  Thank you for your patience and cooperation, Mr. ***************************** Hard Rock Bet Team
  
  
  Response to the BBB (Regarding ****** ******* - Case #********):
  Subject: Re: BBB Case #******** - Complaint from ****** *******
  Dear Better Business Bureau,
  Thank you for bringing this complaint (Case #********) from ****** ******* to our attention. We received Mr. ********* inquiry on January 15, 2025, concerning transactions from 2019.
  Mr. ******* alleges a $1,000 withdrawal via VIP Preferred and two $250 deposits that are not reflected in their account history. We have conducted a comprehensive search of our transactional records and have been unable to locate any matching transactions at this time.
  We understand Mr. ********* concern and are committed to a fair resolution. We have responded directly to Mr. ******** acknowledging their inquiry and explaining our findings. We have also requested any supporting documentation they may have, such as bank statements, VIP Preferred transaction history, or any communication from Hard Rock Bet from the relevant time period. This information will greatly assist us in our investigation.
  We understand Mr. ******* has inquired about the time elapsed since the alleged transactions. Our systems retain records for a specific timeframe, and retrieving older data can be complex. We have communicated this to Mr. ******* and explained that any documentation they can provide would be invaluable.
  We strive for transparency and accuracy in all our player interactions. We are continuing to research this matter and will provide an update to both Mr. ******* and the BBB (regarding Case #********) as soon as we have any new information. We are committed to working with Mr. ******* to reach a fair outcome.
  Sincerely,
  The Hard Rock Bet Team

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22849771
  
  I am rejecting this response because: attached is the transaction history and a recording from VIP preferred directly confirming the deposits but no record of withdrawals.

   

  show me the track of what happened with my deposits and the fund won with my deposits will clear be shown at that point. Please get my funds added to my account.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/27/2025

  Dear BBB and ******, 

  Thank you so much for reaching out to Hard Rock Bet. We understand this has been a frustrating situation, and we truly appreciate your patience as we worked to resolve it.
  We're pleased to inform you that we've been in contact with our Payments team, and they have now credited your account with $1,001.53 to your cash balance. This amount is now available for you to either withdraw from the Hard Rock Bet app or use to play on our platform the choice is entirely yours.
  We sincerely apologize for any inconvenience or stress this situation may have caused. We understand the importance of having timely access to your funds, and we're glad we could bring this to a positive resolution.
  We deeply value your patience and understanding throughout this process. We hope you have a great day and enjoy your experience with Hard Rock Bet.
  We consider this matter closed. However, please don't hesitate to let us know if there is anything further we can do to assist you.
  Thank you again for your patience and for being a valued Hard Rock Bet player.
  Sincerely,
  The Hard Rock Bet Team

  Customer Answer

  Date: 01/27/2025

  The matter is resolved and the funds are now available in my Hard Rock Bet Account

• Initial Complaint

  Date:01/21/2025

  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 been requesting my statements for October, November and December since 1/12/2025. My account is suspended and under review. I am not asking for access to the account at all. Just simply asking for my statements for those three months to be emailed to me so I can provide them for my accountant. I do not need a W2G form. Hard rock bet customer service chat and email have both given me the run around. They continuously say we will email you your documents within 24 - ***************************************************************************************** any indication that they are working on it. Once they send me these documents I do not need anything further from them at all. Unless they need additional information to reinstate my account. Im hoping the BBB can help me solve this asap and get me my documents. Thank you

  Business Response

  Date: 02/14/2025

  Subject: Response to Complaint ID ******** - ***** *******
  
  To the Better Business Bureau and ***** *******,
  
  This statement addresses complaint ID ******** regarding the delivery of requested documents.
  We have investigated this matter thoroughly and determined that the complaint is invalid. Our records clearly show that the win-loss statement requested by Mr. ******* was sent on January 22nd at 4:01 AM via email as a PDF file. We have retained proof of this transmission and are happy to provide it upon request.
  
  While we understand Mr. ********* frustration, we can confirm that the requested information was delivered in a timely manner.
  
  Regarding the W2-G form, it was mailed out on January 31st via the ****************************. Please allow up to two weeks for delivery.
  
  We apologize for any inconvenience this may have caused and appreciate your understanding.
  
  Should you have any further questions, please don't hesitate to contact our customer support team via email or chat, available 24/7.

• Initial Complaint

  Date:01/18/2025

  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.

  In June 2024, my phone and Hard Rock account were stolen, leading to unauthorized transactions. These actions caused my bank account to be overdrawn by $500 and left a fraudulent negative balance of $1,900 on my Hard Rock account. I promptly reported this incident, provided proof of the theft, and submitted police reports as evidence. Despite my full compliance, my account remains unresolved as of today, January 18, 2025.I have contacted your customer service team countless times, only to be met with vague assurances that my case has been escalated. No concrete action or communication has followed. This prolonged inaction demonstrates a reckless disregard for your responsibility to your customers and my rights under the law.Pursuant to the Fair Credit Billing Act (15 U.S.C. 1661) and other applicable consumer protection statutes, you are legally required to investigate and resolve disputes regarding unauthorized charges in a timely manner. Your continued failure to act constitutes a violation of these laws, and I am prepared to take the following actions if my demands are not met immediately:Initiate legal proceedings to recover damages caused by your negligence, including financial harm and emotional distress.Pursue public awareness campaigns to highlight your companys failure to protect its customers and resolve legitimate disputes.Immediate removal of the fraudulent negative balance from my account., I will proceed with the actions outlined above. I remind you that your continued failure to act not only breaches your obligations but may also expose your organization to legal liability.I have made over ***** attempts to contact your customer support team via email and other channels, none of which have been responded to. If you claim otherwise, I demand verifiable documentation of these supposed responses. To date, I have received no communication or resolution, despite your assurances

  Business Response

  Date: 01/20/2025

  Hard Rock Bet acknowledges the complaint filed with the Better Business Bureau. We understand the player's concern regarding their account status.
  We want to inform the player that their account is currently under review by our Regulatory Compliance team. Due to the sensitive nature of these reviews and to ensure adherence to all applicable state and regulatory guidelines, Hard Rock Bet does not publicly comment on specific details regarding accounts under review.
  This policy is in place to protect the integrity of the review process and to maintain the confidentiality of player information. We are committed to following all state and regulatory guidelines throughout this process.
  This statement serves as our official response to this matter at this time. We will communicate directly with the player upon the completion of the review process with the appropriate findings and any actions to be taken.
  We appreciate your understanding.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22828290
  
  I am rejecting this response because:
  
  Hard Rock Bets response to my Better Business Bureau (BBB) complaint is misleading and an intentional attempt to delay payment and resolution. I have been dealing with this issue since June 2024, and despite numerous attempts to obtain a fair resolution, Hard Rock Bet has ignored my communications and withheld my funds without legal justification.
  
  
  Their claim that they cannot provide details due to regulatory compliance is false and unlawful. No internal policy supersedes federal and state consumer protection laws. According to Florida Statutes ******* (Deceptive and Unfair Trade Practices Act) and 18 U.S.C. 1955 (Illegal Gambling Business Act), a company cannot unjustly withhold funds or deny access to an account without clear, documented reasoning.
  
  
  My Formal Demands
  1. Immediate account reinstatement Hard Rock Bet has failed to provide any legal or regulatory basis for disabling my account. Under consumer protection laws, I have the right to access my account if no wrongdoing is proven.
  2. Proof of Alleged Transactions I demand full documentation of the transactions Hard Rock Bet claims justify this account freeze, including timestamps, IP addresses, and any evidence proving I authorized them. Without this, their actions constitute fraud.
  3. Immediate Release of My Funds Withholding my money without cause violates contract law and financial regulations. If my funds are not released immediately, I will escalate this matter through legal channels.
  
  
  This is Hard Rock Bets final opportunity to resolve this dispute before I **pursue legal action for financial fraud, deceptive business practices
  
  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/12/2025

  Subject: Re: Case #******** - ****** *****
  
  Dear Better Business Bureau and ****** *****,
  
  This communication represents our final interaction with you regarding BBB Case #********. We have consistently engaged with you and provided detailed responses to your concerns. We stand by our previous email, which is included below for your reference.
  
  As stated in that email, our investigation found no evidence of unauthorized access to your account. We also referenced our Terms and Conditions, which you agreed to, regarding third-party access to accounts.
  
  We understand your frustration, but after thorough review, we must reiterate that our decision is final. We take these matters very seriously, and we appreciate you bringing this to our attention through the Better Business Bureau. However, we will not be engaging in further discussion on this closed matter.
  
  Sincerely,
  
  The Hard Rock Bet Team
  
  (Forwarded Email)
  Dear ****** *****,
  
  Thank you for reaching out to report the recent activity on your Hard Rock Bet account.
  
  We have conducted a detailed investigation and cannot find any evidence that the account was taken over or accessed by another person or unknown device.
  Therefore, we are unable to validate any notion of the aforementioned transactions(s) as unauthorized. This decision also highlights on our terms & conditions service agreement which states that if a third party accesses your account, you are solely responsible for that third partys actions, whether or not that third partys access was authorized by you, and you 1  
  
  Your account is currently suspended. If you wish to re-activate your account, please reply to this email stating that you have complete control and security of your device and account, ensuring that no one else has or can access the credentials to your Hard Rock Bet account. We also require that you complete the attached dispute affidavit.
  
  We appreciate your attention to this matter and your support for Hard Rock Bets commitment to player safety. If you have any questions, please dont hesitate to contact us.
  
  Kind Regards,

• Initial Complaint

  Date:01/16/2025

  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.

  It has been weeks, close to one month, since I was requested to provide certain documentation or my account will be suspended. I provided the requested documentation immediately, and still my account was suspended and removed for any electronic view access from my behalf. I contacted via email the company's customer service several times, aiming to get further information and resolution to get my invested funds returned to me. The responses received are unacceptable to my messages as only says I will be contacted, which never happened. I have patiently waited for days for a final resolution of receiving my funds back. As of today, still have no access to view my account, the funds have not refunded, nor provided a resolution. Please get my funds $1,556 be returned to me. By the complaints I found at this page, seems this is a common practice by this company to the clients.

  Business Response

  Date: 01/20/2025

  Subject: Response to BBB Complaint #******** - ****** ****
  Dear Better Business Bureau,
  This email is in response to complaint number ********** filed by ****** ****.
  We acknowledge Mr. ****** complaint and understand his frustration. However, during our document review process, we found that this consumer is underage and has been using another persons debit/credit card to fund the account.
  Upon review, Mr. ****** account has been closed in accordance with our team's decision and our established Terms and Conditions. Specifically, Section 3, titled "Legal Use," addresses this situation. Section 3.1 clearly states:
  "You may only use the Services if you are twenty-one (21) years of age or over and it is legal for you to do so according to the applicable law... It is your sole responsibility to always ensure that you comply with the applicable laws that govern you and that you have the complete legal right to use the ****************************** underage status and the fraudulent activity related to the account, he is in direct violation of both our Terms and Conditions and applicable laws. Therefore, Hard Rock Bet is not obligated to provide further comment on this matter.
  This email constitutes our final response to this complaint. We will not be providing further commentary.
  Sincerely,

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22822401
  
  I am rejecting this response because:
  

  Hard Rock Bets allowed me to deposit and did not afterwards let me withdraw, which was unfair to me. All I request moving forward is that the funds deposited ($1500) be refunded to me, which I believe is fair. The account was always managed by me and always complied with their terms.
  Sincerely,
  
  ****** ****

  Business Response

  Date: 01/31/2025

  Subject: Re: BBB Complaint - ****** **** - Hard Rock Bet Account Closure
  
  To the Better Business Bureau and Mr. ****** ****,
  
  Thank you for contacting Hard Rock Bet's support team. We understand that you want to reopen your account, and we are happy to assist you.
  
  Upon checking, your account is closed due to our team's decision and in accordance with our terms and conditions.
  
  We understand Mr. ****** frustration and disappointment with the account closure, and we appreciate the opportunity to address this matter.
  
  Mr. ****** account has been permanently closed due to its association with underage funding or underage association, a serious violation of our Terms and Conditions, as well as state and regulatory guidelines. Specifically, we draw your attention to Section 3. LEGAL USE, clause 3.1: "You may only use the Services if you are twenty-one (21) years of age or over and it is legal for you to do so according to the applicable law..." This reinforces our commitment to responsible gaming and legal compliance. We understand this is difficult news, and we sincerely empathize with Mr. ****** position.
  Due to the nature of these violations, and in accordance with our Terms and Conditions and regulatory obligations, the funds in the account will not be released. We understand this is a significant concern for Mr. *************** want to provide Mr. **** with the appropriate avenue for further recourse. For any further questions or concerns regarding this decision, Mr. **** will need to contact the regulatory commission in *******. We are providing their contact information below for his convenience:
  
  Florida ****************** ********************************************************************
  
  Hard Rock Bet has completed its review of this account and will not be corresponding further with Mr. **** regarding this closure. We are unable to comment any further on this matter. All future communication regarding this matter must be directed to the **************************
  
  We appreciate your time in contacting Hard Rock Bet. Let us know if you'll need further assistance.
  
  Thank you for your time and attention to this matter.
  

• Initial Complaint

  Date:01/14/2025

  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.

  I have put money into the the Hard Rock Betting App.Hard Rock has since frozen my account. I have contacted them multiple times starting in last December and have uploaded required documents. During each interaction (over half a dozen), I am promised a response in 24 - 48 hours. However, I have not received any responses. This has been going on for multiple weeks. They offered me no way to either unlock my account or get me money back. They are essentially keepingg my money locked in the account with no way to access it.

  Business Response

  Date: 01/15/2025

  To the Better Business Bureau,
  We are writing in response to ******* ***** complaint. We understand the player's concern regarding their account access. Yesterday, we sent the player an email explaining that our system detected the use of illegal software on their device. This software was being used to spoof their location and circumvent our geolocation technology.
  We understand this may be frustrating, but using such software is a direct violation of state law, our Terms and Conditions, and Casino Regulatory Guidelines. We are obligated to uphold these regulations to ensure fair play and maintain the integrity of our platform.
  This matter was escalated to our ************************** for review regarding the possibility of unblocking the player's account. Following this review, we have cleared the player's account.
  We consider this matter resolved with a formal warning to the player to refrain from any fraudulent activities, including the use of location spoofing software, while using our application. We have communicated this directly to the player.
  
  This is the email sent to player - Dear *******,
  
  To ensure we are meeting all regulations, we continually monitor for suspicious geo-location behavior. Recently there was potentially suspicious location activity on your Hard Rock Bet account.
  
  Please note, per the terms and conditions of our website, players must be physically located in an operating state in order to play for real money on our website. The usage of activities such as mock location, rooted device, account sharing, virtual machine software, proxy usage, etc, is considered a violation of our terms and conditions and can result in a restricted and/or permanent closure of your account.
  
  We understand that our players may not know that they are using a prohibited device, software, etc, and we just wanted to give you a fair warning, so you can avoid such activities moving forward. Your account is still in good standing with us at this time. However, we would advise you to attempt to remove these features from your device or use a different device altogether, before you play on our site again.
  
  We are currently requesting New Jersey Compliance to review your account for unblocking, our team will be in contact with you once we get an update from New Jersey Compliance.
  
  If you have any questions, please feel free to contact us.
  
  Thank you,

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22808749
  
  I am rejecting this response because: I received an email stating that my account remains frozen because I either have a mock location app on my phone, using a VPN or using a proxy server. I am doing none of these. I do not know how to prove this to them.

  But in the event that we cannot come to an agreement about the app situation, I would request that my money be returned to me.

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

  Business Response

  Date: 01/20/2025

  Hard Rock respectfully rejects the complaint filed by *******. We have conducted a thorough investigation into this matter and have conclusive evidence demonstrating ********* violation of our Terms and Conditions and applicable state gambling regulations.
  Our investigation revealed that ******* utilized VPN and location-spoofing software to alter his perceived location. We possess screen recordings and video evidence provided by ******* himself clearly showing these applications installed and active on his devices. This evidence directly contradicts ********* claims that these applications were not present.
  ******* has knowingly delayed this investigation by initially denying the presence of these location-altering tools. He later admitted, via email, to deleting these applications after providing us with the aforementioned video evidence. This admission further supports our findings.
  The use of VPNs and location-spoofing software is a direct violation of our Terms and Conditions and state gambling regulations, which require accurate location verification. These regulations are in place to ensure fair play and prevent underage gambling and other prohibited activities.
  We are currently working with our Regulatory Compliance team to determine the appropriate course of action regarding ********* account. While ******* has since removed the offending software, the violation has already occurred. We will communicate the Regulatory Compliance team's decision to ******* directly.
  Based on the clear evidence of ********* violation of our Terms and Conditions and state gambling laws, we consider this matter closed. We will contact ******* if and when a decision is made to reinstate his account.
  We stand by our decision and are confident that our investigation was conducted fairly and thoroughly.
  Sincerely,

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22808749
  
  I am rejecting this response because:

  I am not going to accept any response that does not conclude in me either getting my account reinstated or my money returned to me.

  If they read my email correctly. I stated that I did not have a location spoofing app on my phone and that I was not using a VPN or Proxy. Those are true statements. The app on my phone in the screen recording was VPN by ******, which is actually installed by default on all Pixel phones. I have never used the that app in conjuction with the Hard Rock App. I deleted the app in hopes of trying to get this resolved quicker, but unfortunatley Hard Rock continues to hold my account and money frozen.

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

  Business Response

  Date: 01/27/2025

  Dear Better Business Bureau and ******* *.,
  Thank you for reaching out to Hard Rock Bet and for your patience during our investigation and review of this matter. We understand the frustration and inconvenience this situation may have caused, and we appreciate you working with us to find a resolution.
  We are pleased to inform you that your Hard Rock Bet account is now active and ready for use. Our investigation revealed that multiple location-altering applications on your device were interfering with the proper functioning of our application, preventing you from logging in. We sincerely appreciate you taking the necessary steps to remove this software, which has allowed us to restore your account access.
  We understand how important it is to have smooth and uninterrupted access to our platform, and we sincerely apologize for any disruption you experienced. We recognize that navigating technical issues can be challenging, and we thank you for your cooperation in resolving this matter.
  At Hard Rock Bet, we strive to provide a positive and seamless gaming experience for all our players. We value your patronage and are grateful for your understanding throughout this process. Were glad we were able to work together to get you back in the game.
  We hope you enjoy your return to Hard Rock Bet.
  Sincerely,
  The Hard Rock Bet Team

• Initial Complaint

  Date:01/13/2025

  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.

  Hard Rock Sportsbook stole $20 from me. I placed a bet that won. Hard Rock marked that the bet lost. I provided them with undeniable proof that the bet was a winner. I received no further explanation and no acknowledgement of my evidence. They continue to send me false information about the game and continually change their story as to why the bet was marked a loss. The customer service I have received is extremely pathetic.

  Customer Answer

  Date: 01/13/2025

  You can see my bet and then you can see the statistics from the game. I very clearly won this bet.

  Business Response

  Date: 01/15/2025

  Dear Better Business Bureau and Mr. ************** you for bringing this matter to our attention. We at Hard Rock Bet take all disputes seriously and strive to ensure fair and accurate bet settlements for all our customers.
  We have reviewed Mr. ****** complaint concerning bet ID *******************. After a thorough investigation, including reviewing the play-by-play data from our official sources (attached: ), we can confirm that the bet was settled correctly as a loss.
  Multiple customer service agents have provided Mr. **** with detailed explanations and links to the official data sources demonstrating that **** ***** did indeed have 24 passing yards during the second quarter, aligning with the settled outcome.
  While we understand this may not be the result Mr. **** was hoping for, we stand by the accuracy of the settlement based on our official data sources and established house rules.
  Our commitment to customer satisfaction extends beyond disputes. As a gesture of goodwill, we previously offered Mr. **** a $10 bonus bet and the opportunity for a follow-up phone call to discuss the matter further. In addition, a member of our management team left a voicemail message for Mr. **** in an attempt to further assist him with this issue.
  We are currently awaiting Mr. ****** response to this voicemail. We are making every effort to offer a resolution and provide support; however, we require Mr. ****** cooperation to proceed.
  Given the extensive communication, evidence provided to Mr. **** regarding the settlement's validity, and our attempts to contact him directly, we consider this complaint closed at this time, pending Mr. ****** response to our outreach.
  We apologize for any inconvenience caused by this dispute and appreciate your understanding. Should Mr. **** contact us or provide any new information, we will be happy to re-examine the situation.
  Sincerely,

• Initial Complaint

  Date:01/12/2025

  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.

  Hard rock betting suspended my account 3 times after I withdrew my winnings from the app

  Business Response

  Date: 01/14/2025

  Dear Better Business Bureau,
  
  This letter is in response to the complaint filed by ***** ******* regarding the suspension of his Hard Rock Bet account.
  
  Mr. ******* states that his account has been suspended three times after withdrawing winnings. We want to clarify that Mr. ******** account has been suspended due to payment disputes initiated by Mr. ******* with his bank after he had deposited, played with, and potentially withdrawn winnings from those disputed funds.
  
  Our records indicate that Mr. ******* deposited funds into his Hard Rock Bet account, subsequently used those funds for wagering, and then disputed the transactions with his bank. This action directly violates Hard Rock Bet's Terms and Conditions, which all users agree to upon account creation.
  
  We have previously communicated with Mr. ******* regarding this matter and provided him with an affidavit to complete. Upon receipt of verifiable proof from his bank that these payment disputes have been reversed, we will gladly reinstate his account.
  
  We understand Mr. ******** frustration; however, the practice of depositing funds, using them for wagering, and then disputing the charges with the bank creates a significant financial risk for our business and is a clear breach of our Terms and Conditions. This policy is in place to protect Hard Rock Bet from fraudulent activity and maintain the integrity of our platform.
  
  We are also available to provide any further documentation or information the BBB may require to resolve this matter.
  
  Thank you for your time and attention to this complaint.

• Initial Complaint

  Date:01/11/2025

  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.

  Hello I successfully deposited $15,000 dollars to Hard Rock Bet gaming sports betting App. I deposited this using my ****** account on October 18th, 2024. Over the next few months, I used their betting app successfully on multiple occasions. Recently, my work has changed and I dont go to the state of ******** anymore. Unfortunately, their betting site only works in only few states. Because I had balance of approximately $19K + and I wanted to withdraw it on December 27th into my bank checking account. Initial email sent by Hard Rock Bet stated that we have received your request but need to verify my government ID, selfie, ****** account, checking account, venmo account. Please keep in mind I had already performed a link to my checking account and ****** account thru their app already.Still I did my due diligence to give them verification of ALL three of these accounts including my Drivers license, and selfie. I performed all of these requested in an expeditious manner. Hard Rock responded by stating that they will notify me once all was verified. After some time, instead of requesting of the entire balance of $19K+ which they had declined already earlier, pending verification of my information. I decided to withdraw small amounts of $1000 twice via my ****** account on December 30th. After this successful withdrawal, Hard Rock BET suspended my account. So now i dont have any access to my balance of $17K+; even though I have shared this concern over the last few days. Their response from their Hard Rock Support team is the same, about wanting for me to be patient and they have " escalated" the issue. Multiple emails stating the same sentiment were sent on Dec 30th, Jan1st and most recently Jan 8th. This company has unjustifiably retaining my money. Extremely unprofessional and inconvenient.I am asking your help to resolve this matter with refunding my money of $17,000 and place this on this companies record.Regards ***** *****

  Business Response

  Date: 01/12/2025

  Response to the Better Business Bureau Regarding ***** ******* Complaint:
  
  Thank you to the Better Business Bureau for bringing ***** ******* complaint to our attention. We at Hard Rock Bet take all player concerns seriously and are committed to resolving this matter in accordance with state gaming regulations, our Terms and Conditions, and with the utmost attention to security and fairness.
  
  Mr. ***** states he deposited $15,000 via ****** on October 18, 2024, and subsequently accrued winnings, bringing his balance to over $19,000. He initiated a withdrawal request on December 27, 2024, which triggered our mandatory verification process for large withdrawals, as required by state and regulatory guidelines. This process is in place to protect players and Hard Rock Bet from fraud, money laundering, and other illicit activities.
  
  Here is a detailed timeline of our interactions with Mr. ***** regarding his account verification:
  
  December 27, 2024: Hard Rock Bet initially notified Mr. ***** that his withdrawal request required account verification. This communication outlined the necessary steps for verifying his identity and financial information (Screenshot 1).
  December 28, 2024 (8:36 AM): Mr. ***** responded, indicating he had complied with our request (Screenshot 2).
  December 28, 2024 (8:37 AM): We clarified that Mr. ***** needed to submit his documents through the secure link provided in our initial communication and follow the specific instructions outlined (Screenshot 3).
  December 28, 2024 (8:49 AM): We sent another reminder to use the secure link and follow the instructions (Screenshot 4).
  December 28, 2024 (9:24 AM & 9:37 AM): Mr. ***** submitted two documents. However, these submissions did not meet the required documentation standards or follow the provided instructions.
  December 28, 2024 (9:44 AM): We sent a further follow-up explaining that his submissions were still insufficient and reiterating the instructions. Due to multiple unsuccessful attempts to comply with our verification process, a fraud flag was automatically triggered on Mr. ******* account, as per standard security protocols and regulatory requirements (Screenshot 5). This flag does not imply guilt but necessitates further review.
  December 28, 2024 (9:55 AM) & December 30, 2024 (8:16 PM): Mr. ***** submitted another set of documents.
  December 30, 2024 (10:24 PM): We informed Mr. ***** that his case had been escalated for further review.
  January 1, 2025 (9:48 PM): Mr. ***** responded with an email containing accusatory language, false allegations, and threatening content (Screenshot 6).
  January 1, 2025 (10:34 PM): We acknowledged receipt of Mr. ******* email and confirmed that his account was still under review (Screenshot 7).
  January 8, 2025 (3:37 AM): Mr. ***** sent a follow-up email (Screenshot 8).
  January 8, 2025 (4:00 AM): We promptly responded, confirming the escalation of his request and requesting his patience during the review process (Screenshot 9).
  
  It is important to emphasize that the verification process is not intended to delay or prevent withdrawals. It is a necessary measure to protect all parties involved and ensure compliance with regulatory obligations. The multiple failed attempts to provide the correct documentation, and the subsequent activation of the fraud flag, have necessitated a more thorough review.
  
  Mr. ***** subsequently made two successful withdrawals of $1,000 each via ****** on December 30th. Following these withdrawals, and in conjunction with the existing fraud flag and ongoing investigation, his account was temporarily suspended pending the completion of the review. This is standard procedure when a fraud flag is triggered.
  
  We understand Mr. ******* frustration, but we want to assure him that we are actively working to resolve this matter. The review is being conducted by our dedicated *********************** and we are committed to completing it as quickly as possible while adhering to all applicable regulations and guidelines. As soon as the review is complete, Mr. ***** will receive a direct communication regarding the status of his account.
  
  We appreciate Mr. ******* patience and cooperation during this process. We are committed to maintaining a secure and fair gaming environment for all our players.
  
  Mr ******* Balance is at $17837.50 at this time the account is under review. 
  

  Business Response

  Date: 01/12/2025

  other screenshots for this complaint

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22800033
  
  I am rejecting this response because:

  They need to give me more details on what they need for me. Just a 3 -4 word response is so unprofessional after I have sent all of my details.

  Besides They have suspended my privileges on the Sportsbook App.- so I can't give them any screenshots. They have all of my private and privileged information under my account already which is under my ******************* account.

  These are just delay tactics so they can keep my money for longer periods.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 01/15/2025

  Hello Gentlepersons at BBB

  Below is one of three emails that I have received from Hard Rock Bet on 12/30/24; 1/1/2025; and most recently 1/8/25.

  Each email is kindly written to my inquiry on why I have been blocked to withdraw my remaining balance of $17K+ from my account.

  Each email ask for my patience ; but they never give a reason or timeline on my ability to withdraw my funds. Also suspending my account in the interval after I made two successful small withdrawals. 

  Reply #1  Dated 12/30/24 

  Hard Rock Bet Support
  ********************************************************
  ****************************
  Date:
  December 30, 2024, 10:25?PM
  

  Hi Gagan 
  We hope this message finds you well.
  
  Thank you for contacting us. We have escalated your account for review, please allow us some time and we will reach out when a review is completed.
  
  We appreciate your patience and participation with our Hard Rock Sportsbook!
  
  Kind regards, 
  
  Hard Rock Bet
  Payments Team
  flsupport@hardrockbet

   

  Reply#2 dated Jan 1st 

  Hard Rock Bet Support
  ********************************************************
  
  To
  ****************************
  Date:
  January 1, 2025, 10:34?PM
  Dear *****,
  Thank you for your patience.
  We understand the urgency of your request and regret any inconvenience this situation may have caused. Please be assured that our team is diligently working to resolve the issue and will reach out to you as soon as a resolution is available.
  We sincerely apologize for any frustration or inconvenience this matter may have caused and appreciate your understanding during this time.
  Thank you for your continued patience and cooperation.
  Yours sincerely,
  
  Hard Rock Bet
  Payments Team
  **********************************************************

  
  Reply #3 dated Jan 8th
  
  Hard Rock Bet Support
  ********************************************************
  To:
  ****************************
  Date:
  January 8, 2025, 4:00?AM
  
  Hi *****,
  
  We hope this message finds you well.
  
  Thank you for contacting us. We have escalated your account for review, please allow us some time and we will reach out when a review is completed.
  
  We appreciate your patience and participation with our Hard Rock Sportsbook!
  
  Kind regards, 
  
  Hard Rock Bet
  Payments Team
  **********************************************************

  Business Response

  Date: 01/16/2025

   Response to BBB Complaint - ***** ***** - Account Reinstatement
  Dear Better Business Bureau,
  This letter is in response to the complaint filed by ***** *****. We are writing to inform you that this matter has been resolved and the complaint is considered closed by Hard Rock Bet.
  
  The issue prompting the complaint concerned the temporary restriction of Mr. ******* account. Following a review of documentation provided by Mr. ****** we have successfully verified his information and have subsequently reinstated his account. Mr. ***** now has full access to his account and can make deposits, withdrawals, and engage with our platform as usual.
  
  We appreciate Mr. ******* cooperation in providing the necessary documentation, which allowed us to efficiently resolve this matter. We have also communicated directly with Mr. ***** to confirm the reinstatement of his account.
  
  We consider this complaint resolved and closed. Thank you for your time and attention to this matter.
  Sincerely,