Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2025

  Type: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.

  Unfair Account Closure and Withheld Winnings by PrizePicks Dear Better Business Bureau,I am filing a complaint against PrizePicks due to the unjust closure of my account and refusal to release my rightful winnings.I deposited $10 into my account and won $142 through legitimate gameplay. Shortly after, PrizePicks closed my account, claiming I had multiple accounts. This accusation is false I have only ever had one ********** good faith, I provided all requested verification, including:Photos of my virtual card Identity verification (completed twice)Despite fully complying with their verification process, PrizePicks still closed my account and withheld my $142 in winnings. I reached out to their support but received no meaningful response or resolution.I am requesting the following:A full payout of the $142 I rightfully won, or Reinstatement of my account so I can access my funds.I believe this is a case of unfair treatment and poor business conduct, and I respectfully ask for the BBBs assistance in resolving this matter.

  Business Response

  Date: 06/10/2025

  Good Evening *******, Although in can be time consuming it is your responsibility as a member to read the Terms of Service that you agreed to. In the Terms, you will find that members are only allowed to create and operate one account. This is located in the Terms of Service section 5.1 Account Misuse, MultiAccounting, Account Sharing. 
  
  By my count you have created 25 different accounts, Which of course is greater than the one account limit. The emails associated with these accounts are as followed: *********************************, ********************************, ******************************, *******************************, *******************************, *********************************, ********************************, **************************************, *********************************, ***********************************, **********************************************************, *******************************, *********************************, ******************************, ********************************, *******************************, *******************************, ************************************, ***************************************, *********************************, **********************************, *******************************, ******************************, ***************************, *******************************, **********************************, ********************************, and ***********************************. 
  
  Users may participate in Contests only as specified in the Terms and Code of Conduct. Failure to comply with these Terms or the Code of Conduct will result in disqualification and, if applicable, Prize forfeiture or seizure.
  
  You have failed to comply with our Terms of Service by created and operating 25 different accounts which has resulted in your disqualification and your funds seized. 

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im trying to withdraw my funds and I dont have a bank account. I used ****** for deposits and now I dont have it as an option. I need other options to withdraw my funds. You guys customer services ***** so bad. They just leave without even answering or either give bad answers.

  Business Response

  Date: 06/09/2025

  Hello ****, The account associated with the email that you provided is associated with an account that has no activity on it. However, we have found another account of yours that has been banned with the email ******************************. We have found your account in violation of our Terms of Service agreement section 8.2. Disqualification and Cancellation by PrizePicks. The extent of this violation is considered excessive therefore deeming your account ineligible for reactivation.
  ??
  ?Please find the link to our Terms of Service below to answer any further questions. We apologize for any inconvenience, and we wish you the best in your future endeavors.
  ??
  ?Terms of Service: *******************************************************************

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23430580
  
  I am rejecting this response because:

  thats not my email. Its ****************** I used ****** to deposit funds and now I dont see it as a option.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 06/13/2025

  Hello ****, On the account associated with the email: ***************** you have not deposited with ******. Your only deposit on this account was with the payment method Apple Pay which was made on February 13, 2025. You are probably confused which account you have been using since you have violated our Terms of Service by creating and operating more than one account. Our Terms of Service section 5.1 Account Misuse, MultiAccounting, Account Sharing which states "Each User may establish only one (1) Account." You have also filed a BBB complaint on 11/04/2024 regarding your other account with the email: ******************************. Although you stated that is not your account in your previous response that is a highly inaccurate statement as you have the same name, Date of Birth, Address, and have provided the same phone number in each of these complaints. Users may participate in Contests only as specified in the Terms and Code of Conduct. Failure to comply with these Terms or the Code of Conduct will result in disqualification and, if applicable, Prize forfeiture or seizure. Any future attempts to create additional accounts will be found. The account(s) will be deactivated and funds deposited into the account will be seized.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23430580
  
  I am rejecting this response because:
  Ok so you just deactivated the account right? Now can you please give me my funds or release them? Back to my ***** Pay? Because now I have no access to my funds. 
  Sincerely,
  
  **** ******

   

• Initial Complaint

  Date:06/05/2025

  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 deposited $50 on accident with the intention of doing a $25 bet. I contacted Prize Picks and the refused to refund the $25.

  Business Response

  Date: 06/09/2025

  Hello ********, Thank you for reaching out. Our refund policy states "All deposits are nonrefundable, and are considered final once submitted. Please be extra careful to confirm the deposit amount before you finalize your deposit so you don't accidentally transfer more funds than you had planned." Unfortunately, we are not able to refund this deposit. 

• Initial Complaint

  Date:05/31/2025

  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.

  Prize pick sent me a promo offer of $5 tickets play. I used it and won a total of $205.00 from my picks. Why I cannot collect my winning cash? Send emails and no response!!! I want my winning money. The current balance on my prize pick account is currently at $200.00. I want to withdraw the cash.Please refer to the picture I uploaded.

  Business Response

  Date: 06/02/2025

  Hello *******, This promotion was a free lineup. Free lineups are paid out in promo funds. Located in our help center in the Types of Promotions section it states " Winning lineups will be awarded in promo funds according to standard payout rates." Also located in the help center it states "Promo funds are an in-app currency awarded to PrizePicks Members during various promotions. You may not withdraw from your promo fund balance, but you may use it to fund your lineup submissions." Your free lineup won $205 and those winnings were added to your Promo funds balance. I'm sorry for the confusion regarding this, but this you received your correct payout in your promo funds balance. 
  
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23402773
  
  I am rejecting this response because: prizepick  customer service sucks!! It took me to write to BBB to get a response back. The bot chat doesn't help at all, put you through hoops of questions.  Please refer to the attached photo.  I was placing my bet for a total of $205. Why won't it let me use my promo and my own deposited funds together?  When the total would be cover, instead it was asking me to deposit more?! But if it's less than that prize pick take it out of the promo fund first...doesn't make sense. Why can I have an option to pick my own funds to win instead of  accumulating "play money" which is worthless.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 06/09/2025

  Hello *******, I'm sorry for the troubles you have having getting through our bot flow. You were instructed to reach out to our support email ********************************** and by reviewing our records you have never reached out to that email. Promo funds and credit funds are two types of in app currency. They cannot be combined. If you have promo funds available to use, any lineups you submit will automatically draw from your promo fund balance. However, if your promo fund balance is lower than the amount you input for your lineup fee, funds will be drawn from your credit fund balance instead. In your case, you have $195 in promo funds and $10 in credit funds. You cannot combine these two balances. You can use the $195 in promo funds to create lineups but cannot place a $205 lineup as you do not have $205 in either balance, again these balances cannot be combined. 
  
  Free lineups are paid out in promo funds and promo funds are not eligible to be withdrawn. You can use the promo funds to create lineups and if they win the winnings will go to credit funds which are eligible to be withdrawn. All of these rules are available in our Help Center. 

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23402773
  
  I am rejecting this response because: i had submitted 2 emails regarding my concerns.  Please refer to the snap shot photos indicating the dates I sent my emails.  I did not get any response back.  It took me to write a complaint to BBB to get a response.  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/31/2025

  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.

  okay on 5/15/25 i won and was trying to withdraw some money mind you its the most i ever won so of course i was excited i been a loyal customer for years !!! not to mention i withdrew 5 times before in the same month , it just wasnt as big ! I put my earned hard money on there and i won ! i didnt commit any code of violations nothing i did changed from when i withdrew the first 5 times in may until now !!!! only thing is i won more !!!!! i dont get it i need my money back or will be taking legal action ! i can ensure that if yall can reactivate my account or just give me my funds !!!! that i **********

  Business Response

  Date: 06/02/2025

  Hello Najee, You have violated our Terms of Service agreement section 5.1. Account Misuse, Multi-Accounting, Account Sharing. This section states "You agree that the sole and specific purpose of creating an Account on ********************** is to participate in Contests. PrizePicks shall be entitled to suspend, limit, deactivate or terminate your Account, if we determine, in our sole discretion, that you are violating these Terms; violating or conspiring to violate any local, state or federal law or regulation; depositing funds without the intention of using them in Contests; violating, or causing PrizePicks to violate any agreement it has with any third party, including payment processors and other financial institutions; or otherwise abusing or misusing the Services in any way whatsoever. We may also report such activity to relevant authorities and/or third-parties (including, but not limited to, PrizePicks vendors and partners, payment processors, banks, and credit card companies) and provide any and all of your personal, financial, banking or other information we possess or have access to. 

  Each User may establish only one (1) Account. Users may not co-own or share Accounts. Users may not use or in any way control another persons Account.  Users shall not direct, control, control or otherwise use another Users Account in any manner whatsoever, including as a proxy for the Users own Account, to make Contest entries, or to evade any restrictions, limitations or suspensions placed on the Users own Account. Further, Users may not use, direct, or control any Account other than their own for any purpose, including, but not limited to avoiding Account limits, suspensions, responsible gaming related limitations, evading other Account restriction(s) whether self-imposed or imposed by PrizePicks, or abusing promotional or bonus offerings, such as referral bonuses, for which each Account is eligible. The Account misuses and duplications described in this Section 5 shall collectively be referred to as MultiAccounting. MultiAccounting is a violation of these Terms and a violation of state law or regulation in many of the states in which PrizePicks operates. In the event that PrizePicks, in its sole and unlimited discretion, determines that you have committed MultiAccounting, then, in addition to any other rights that PrizePicks may have at law, equity or created herein, PrizePicks reserves the right to: (i) suspend or terminate any or all of your Accounts (and all other Accounts associated with the MultiAccounting); (ii) cancel any pending or in-progress entries made on the Accounts associated with the MultiAccounting; (iii) demand and/or seize all funds earned by you by participating in Contests during the time period of the MultiAccounting; (iv) terminate, withhold, or revoke the awarding of any prizes, including prizes that you have already withdrawn from your Account; (v) seize or remove all promotional balances, bonuses or free entries previously awarded to each Account(s); (vi) seize all real-money funds in the Account(s) at issue or earned by the User(s) at issue during the course of MultiAccounting; and (vii) report you to any relevant authorities for violation of state laws and regulations."
  
  You have violated this section of our Terms by creating multiple account. The emails associated with your accounts include *********************************,  ******************************, ********************************, *******************************, **************************, ********************************, ******************************************, and ******************* By my count, you have create and operated seven different accounts. This is clear violation of our Terms of Service section 5.1. The extent of this violation is considered excessive therefore deeming your account ineligible for reactivation. 
  

• Initial Complaint

  Date:05/30/2025

  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.

  Funny how I win money with them and its been never ending issues to withdraw the money. Bank account failing turns out they dont accept my bank to withdraw but they do for deposits one of the biggest banks in *******. Then you just magically cant delete the bank and add a new one for 60 days how convenient for them to make you keep your money in there knowing you will spend it within that time frame. Look I just want my money out of my prize picks and into my bank account I need you guys to just add my new bank or help me withdraw it or Im going to charge back all my deposits and get some sort of money back either way

  Business Response

  Date: 06/02/2025

  Hello *****, Sorry for the confusion regarding this. You will need to be connected to our Aeropay team (our online banking payment provider) to remove that online bank account and add a new one. You are able to reach out to our live support within the app during the day and we will be able to connect you with our Aeropay team to get this resolved for you. Thank you for your patience and understanding regarding this. Thank you. 

  Customer Answer

  Date: 06/07/2025

   
  Complaint: 23400136
  
  I am rejecting this response because:

   

  kind of weird how your system is purposely designed to s**** people over. Cant withdraw my money I wont from beating your system so now you restrict my account because Im trying to withdraw to a bank account that has my name on it yall are so sad and shady lol purposely designing your app like to to s**** millions people is crazy  I want my money off this app and Ill continue to do what I need to do to get my account unrestricted and my money off here Ive tried live chatting but now that Im restricted no one is coming to the live chat hmm weird usually they are super fats and responsive weird how that works 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 06/11/2025

  Hello *****, thank you for reaching out to our live support team to ask requested in the previous response. You followed the required steps and you were able to withdraw $200 successfully to your bank account on June 7th. This was resolved as you were able to successfully withdraw, please let us know if you have any further questions or concerns. 

• Initial Complaint

  Date:05/30/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***** ******* (PrizePicks username: Damen). I am filing this complaint due to a lack of transparency regarding PrizePicks Free Play/Promo Picks winnings policy on May 29, 2025.I recently entered and won $450 from a Free Play entry. After winning, I was informed the winnings were promo funds that could not be withdrawn. This was never clearly stated before or during the lineup selection. The app made the entry appear like a regular contest, not one bound by withdrawal restrictions.When I reached out to support, the representative (******) gave scripted responses that didnt address the core issue of unclear terms at the point of play. Here are some key messages from our conversation:---****** (PrizePicks):Please be reminded that the rules are outlined on the app. Winnings from free lineups will be paid out in promo ******** (Damen):I explained that I played seriously, studied my picks, and was relying on those winnings to help with real financial needs. I asked why this wasnt clearly stated upfront.****** (PrizePicks):We cannot make any changes as the lineups were settled accordingly based on the rules. We appreciate your ******************* response from ******:We totally understand your perspective and concern, but the app is outlined by rules, policies, and guidelines applicable to all. Unfortunately, there is nothing we can do.This entire interaction left me feeling unheard and frustrated. Ive made several paid entries in the past and played this game fairly. My expectation was simple: if I win, I should be able to cash out or at minimum, be clearly warned ahead of time that a win would be locked as promo funds.I am requesting:A one-time payout of my $450, or A partial bonus or cash equivalent as a fair resolution.I am also urging PrizePicks to improve transparency around Free Play terms. Burying withdrawal restrictions in help-center links is not clear consent. In the age of mobile gaming, fine print

  Business Response

  Date: 05/30/2025

  Good Afternoon Damen, Thank you for reaching out. In the description of this Free Lineup promotion it states " Must Opt In to use this promotion. Winnings will be paid in Promo Balance. Cannot be combined with promotions or discounts." This is clearly stated for all member's who received this Free Lineup. You Free Lineup won $450 so those funds were added to your Promo balance as it stated in the description for the promotion. You were clearly notified of this as this was stated directly on the promotion itself. Furthermore, located in the help center under "Types of Promotions" we have another description explaining that free lineups are paid out in Promo funds. This section states "Winning lineups will be awarded in promo funds according to standard payout rates." I'm sorry for any confusion regarding this but this is rule is stated multiple times before you use your free lineup. 
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23395983
  
  I am rejecting this response because:

  Subject: Rejection of Business Response Complaint ID ********

  To: Better Business Bureau of *************, ****** & NE *******

   

  Message:

   

  Dear BBB Representative,

   

  I am writing to formally reject the businesss response regarding my complaint against SidePrize, LLC (Complaint ID *********. While I appreciate their engagement, the explanation provided fails to adequately address the core issue of consumer transparency and deceptive promotional practices.

   

  The business claims that the "Free Lineup" winnings were paid in promo funds, citing a disclaimer that states:

   

  > Must Opt In to use this promotion. Winnings will be paid in Promo Balance. Cannot be combined with promotions or discounts.

   

   

   

  However, the burden of clear and conspicuous disclosure lies with the business. Per the ************************* (***) guidelines on advertising and promotional transparency, all material termsincluding payout restrictionsmust be presented in a clear, prominent, and non-deceptive manner prior to consumer participation. Placing terms behind optional help center links or embedding them in small, unclear text does not satisfy that standard.

   

  Additionally, I would like to reference their own Terms and Conditions, specifically the section under Promotional Funds, which I have reviewed:

   

  > Promo Funds may be subject to usage limitations and may not be eligible for withdrawal unless explicitly stated.

   

   

   

  Nowhere during the opt-in process for this specific promotion was it explicitly stated that my winnings would be restricted in this manner, nor was it prominently presented prior to entry. A consumer cannot reasonably be expected to infer the forfeiture of actual monetary winnings unless clearly informed at the point of decision. Their after-the-fact justification using fine print hidden in multiple help center pages contradicts both best business practices and likely constitutes a bait-and-switch model, which is considered deceptive under FTC regulations.

   

  Furthermore, their own defense includes:

   

  > This is clearly stated for all members who received this Free Lineup.

   

   

   

  If this were true, Iand presumably otherswould not be bringing this to the BBB. The fact that this dispute exists underscores the lack of true clarity and customer understanding, which violates the very consumer trust that BBB-accredited businesses are expected to uphold.

   

  Requested Resolution:

   

  Given the ambiguity and failure to clearly disclose payout limitations at the point of entry, I respectfully request one of the following:

   

  That my $450 in winnings be converted to withdrawable funds, or

   

  That a monetary equivalent (in cash or equivalent redeemable value) be issued in good faith as a resolution.

   

   

  If this cannot be accommodated, I ask that this complaint remain open and reflected in the company's BBB profile for record and consumer awareness

  .

   

  Sincerely,

  ***** *******

  Gary, IN 46409
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/02/2025

  Good Morning Damen, The description on the promotion is not hidden. This description is located directly on the promotion. This description states "Must Opt In to use this promotion. Winnings will be paid in Promo Balance. Cannot be combined with promotions or discounts." This is clear, prominent, and not deceptive in any manner. This description in not behind any help center link as this is located directly on the promotions description which you have to click to opt in. I would recommend reading the promotions description before using the promotion. If you are not satisfied with the promotion you are not required to use it. 
  
  Located in our *********** under "Types of Promotions" we have another description explaining that free lineups are paid out in Promo funds. This section states "Winning lineups will be awarded in promo funds according to standard payout rates." Also located in our *********** it states "Promo funds are an in-app currency awarded to PrizePicks Members during various promotions. You may not withdraw from your promo fund balance, but you may use it to fund your lineup submissions." I'm sorry that you are not satisfied with this but you received the $450 in promo funds like the description for the promotion stated, which is also stated in our help center how free lineups are paid out. 
  
  
  

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23395983
  
  I am rejecting this response because:

  Subject: Immediate Remediation Required Unethical and Deceptive Promotional Practices (Case Reference: $450 Free Lineup)

   

  To the PrizePicks Compliance & Customer Resolution Team,

   

  This is ***** *******, and this communication is your final opportunity to do right by a user before this escalates into formal legal and regulatory action.

   

  I recently entered a Free Lineup contest and won $450which I later found was restricted to Promo Balance instead of withdrawable cash. I am stating, unequivocally, that this is a violation of good faith, clear deceptive advertising, and a deliberate use of dark pattern techniques to confuse and shortchange users.

   

  Lets not pretend this was transparent. Lets not insult my intelligence with another generic copy-and-paste response. This was intentional obfuscation, and your platform is legally and ethically responsible.

   

   

  ---

   

  ?? 7 ***** Policy & Legal Failures Youre Guilty Of

   

  1. Failure to Provide Clear, Informed Consent

   

  The promotion did not require explicit confirmation that winnings would be issued as Promo Funds. There was no separate confirmation checkbox, pop-up, or forced user acknowledgment. You have violated basic consumer transparency standards upheld by the *** and major gaming regulatory bodies.

   

   

   

  2. Strategic Misleading of Users (Dark Pattern UX)

   

  Hiding critical terms inside secondary links ************* while displaying the word Free Lineup prominently creates a false sense of reward with real value. This is a textbook case of dark pattern design, and you should know this practice is currently under federal scrutiny.

   

   

   

  3. Inconsistent Payout Practices Without Notice

   

  I, and others, have previously received cash from similar Free Lineups. Changing that condition silently, without clearly informing users or updating onboarding UX, is both deceptive and predatory.

   

   

   

  4. Lack of Uniform Terms Application

   

  You failed to apply your promotional terms consistently across all contest types, violating your own promotional policy and user agreement. That breach voids any claim that the user was fairly informed.

   

   

   

  5. Failure to Provide a Reasonable Dispute Path

   

  Your customer support reply made zero effort to hear or address the legitimate concern raised. Instead, it relied on internal jargon and redirects to policies that were not reasonably presented at time of play. Thats a breach of fair dispute resolution.

   

   

   

  6. Violation of Your Own Mission Statement

   

  PrizePicks publicly claims to operate with fairness and transparency. Yet, here I ambeing penalized for winning, misled by fine print, and left with credit I never agreed to accept. That is false advertising by omission.

   

   

   

  7. Repeat Legal and Regulatory Offender

   

  In February 2024, you were fined $14.8 million by the ******************************** for operating unauthorized pickem-style contests and misleading payout disclosures. That case directly mirrors my situation and shows a clear pattern of exploitative behavior. (Case Reference & Source)

   

   

   

   

   

  ---

   

  ?? Actions Already Taken

   

  ? Formal complaint filed with the Better Business Bureau (BBB)

   

  ? Case prepared for submission to the **************************************

   

  ? Outreach to the *** and online gaming watchdog forums underway

   

  ? Documentation of all communication and screenshots secured

   

  ? Consultation scheduled with class-action consumer attorney

   

   

   

  ---

   

  ?? What I Am Demanding

   

  Lets not waste any more time. I am formally requesting the following:

   

  1. Immediate conversion of my $450 Promo Funds into withdrawable cash This was not fairly communicated and therefore void of informed consent.

   

   

  2. Written acknowledgment that my complaint has been reviewed by someone beyond entry-level support, with an explanation of what corrective steps youll be implementing moving forward.

   

   

  3. A guarantee that your promotional campaigns will adopt clearly visible disclaimers, forced user acknowledgment (e.g., I understand winnings will be paid as promo funds), and a consistent payout structure moving forward.

   

   

   

   

  ---

   

  ? Why This Matters for You

   

  This isnt just about meits about your companys pattern of behavior. Regulators are watching. The public is catching on. And youre creating liabilities by the day.

   

  You have 48 hours from the receipt of this message to respond with a satisfactory resolution. If not, this turns into a legal, public, and regulatory battle that I am fully prepared to pursue.

   

  Make no mistakeI will not go away quietly, and I am not the type to be brushed off wi

  th policy links and support jargon. Do whats right.

   

  Sincerely,

  ***** *******

  ************

  Gary, IN
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/26/2025

  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 decided to place a wager and on PrizePicks app because they are advertising on tv and social media. I used the available payment method Apple Pay I used it through ***** to deposit the money. When I deposit the money the PrizePicks screen freezes and when I close out the page to check if the money was taken it was taken out. So I messaged PrizePicks and they said they didnt get the funds. But the funds left my account. They told me I would get a refund in 10 to 15 days. But when my bank tried to resolve it they were not able to contact this Merchant. I was forced to go by their policy and wait 15 days for my money back. I was not compensated at all and they told me sorry for inconvenience. I got nothing not even a proper apology. They dont allow you to speak with any supervisor.

  Business Response

  Date: 05/30/2025

  Hello *****, on May 25th your two deposit attempts failed. These attempts were with Cash App as your screenshots indicate not through ********************* will return your deposit to your account within 10 business days at the absolute most. Cash App is known to hit errors like this and take longer than other banks to return funds. You may see this as a pending transaction on your banking logs but it will fail and the pending charge will fall off. The pending transaction will never be posted and the funds will not be removed. PrizePicks does not have these funds as these deposit attempts failed. 
  
  

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to request an email change because I dont have access to it anymore. I was hacked and theres literally nothing I can do. I even tried to contact them through support and nothing is working. My name is ****** ********. My current email on file is ************************** and Im trying to change it to ************************ I pray you can help me. Ive been a member since 2022. Im a loyal customer.

  Business Response

  Date: 05/28/2025

  Hello ****** - Thank you for reaching out. You have withdrawn successfully with your account associated with the email: *************************** Your most recent withdrawal was a few days ago on May 24th. It appears you do have access to that email since you have been receiving and entering the codes that are sent to your email to withdrawal. For security reasons, you will not be able to change your email address once you have connected it to your PrizePicks account. We can make an exception for Members who used a work or school email and no longer have access. This is not a school or work email and this email has already been confirmed, Unfortunately we are not able to change this email. The file attached is our rule which is stated in our help center. Thank you. 

  Customer Answer

  Date: 05/28/2025

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

• Initial Complaint

  Date:05/22/2025

  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.

  Hi, a few months ago I made a purchase with this company. I put money into their application. I noticed unusual behavior on app, so I reached out to Prize Picks, after my account was locked out. I contacted their support several times for the past few months via email and through their support page in their app. They recently blocked me from the Support Page too. I wasn't able to get any real answers about my account nor any of my money. My money has been locked in my account for months and the company Prize Picks have no intentions of trying to give back what isn't theirs. This is a clear scam. After this huge headache I just want a resolution and move on. Regardless hopefully this could also warn other customers too.(I attached what files I could, Prize Picks have our log conversation in my locked account, so I can't access all the files. More shadiness from them)(Im sure with minimal searching, you'll find similar situations as mine. Or I'm sure you have plenty of complaints already)(Most of our chats were in the app, but I attached photo of them locking me out, so I can't download transcripts. Their trying to protect themselves from the bureau.)Thanks so much for time.

  Business Response

  Date: 05/23/2025

  Hello ****, It looks like you were disqualified on *ovember 14th 2024. We have found your account in violation of our Terms of Service agreement section 20.2 User Content and Copyright Policy. The extent of this violation is considered excessive therefore deeming your account ineligible for reactivation. Users may participate in Contests only as specified in the Terms and Code of Conduct. Failure to comply with these Terms or the Code of Conduct will result in disqualification and, if applicable, Prize forfeiture or seizure.
  PrizePicks, in its sole discretion, may disqualify you from a Contest or the entire Service, refuse to award Prizes, require the return of any Prizes, or suspend, limit, deactivate or terminate your Account if you engage in conduct PrizePicks deems, in its sole discretion, to be improper, unfair, fraudulent, in violation of the Terms or Code of Conduct or is otherwise adverse to the operation of the Service or in any way detrimental to other users.
  
  You have failed to comply with our Terms and our Code of Conduct. You have repeatedly have made racist comments including using the * word towards PrizePicks staff in chat, which is strictly prohibited. These actions from you resulted in your account being disqualified and your funds seized.
  
  I have attached a file (**** ***** Chat Log) of a small glimpse of what you have said in chat. If you or the BBB would like to see the rest of your chat log we can provide that, However I don't think that will be necessary. 
  
  We value all our members and strive to create a positive experience for everyone. In order to do that, we ask that our interactions remain respectful. We encourage you to reflect on the impact of your words. We are committed to maintaining a space where all members and PrizePicks staff are treated with respect. 

  Linked here is our Terms of Service: *******************************************************************