Complaints

This profile includes complaints for Betrivers.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Betrivers.com

  900 N Michigan Ave Chicago, IL 60611-1542

  
• 

  Betrivers.com

  2700 Orchard Hwy Manistee, MI 49660-9752

• 

  Betrivers.com

  1080 N Delaware Ave Phila, PA 19125-4330

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:06/12/2025

  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.

  My Betrivers park Delaware account has been locked with 216$ in it i just want to withdraw my money to my bank they have been ignoring me and not giving me my money please just send my money to my address I gave you guys in Case #******** or just let me withdraw to my card I just want my money this is not professional at all.

  

  Business Response

  Date: 06/13/2025

  Hello ******,

  Upon review we can see that your account was recently flagged for a potential violation of our terms and conditions. While we cannot disclose much more info over a public forum such as this, the risks/payments team has decided to keep your account closed after their investigation. If you have any additional questions/concerns in the meantime, please don't hesitate to join our 24/7 live support chat to discuss with a representative directly.

  Thanks,

  Bet Rivers Support Team

  
  
  

• Initial Complaint

  Date:06/12/2025

  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.

  Date of issue: 06/10/2025 I made a $25.00 deposit on 04/10/2025. I triggered a bonus round on Apex Strike Megaways and won $80.00. An error event called a stop-round occurred and the payout was not initiated. Around 6 weeks later, I found out that stop-round could be corrected and I would receive the $80.00 payout. I contacted an agent with ********* and a ticket for the event was created. That ticket is TSD-******. The agent let me know it would take around 72hrs to correct the issue. 6 days had passed and still no update. I contacted another agent with BetRiver on 06/10/25. At this point I was a little upset that the issue hadn't been addressed. I wasn't belligerent with the agent, but I was *****. He didn't like my attitude and proceeded to lock me out of my account claiming using the claim of a gambling problem to justify his actions. Not only did he lock my account under false pretenses, but my account is now under review until further notice, and he's made sure I can no longer collect the funds from the error event.

  

  Business Response

  Date: 06/12/2025

  Hello *******,

  Thanks for reaching out! Upon review, we see that the stuck round in question is still under review. As outlined in your recent live chat, we are currently waiting on confirmation from the game provider directly that the round has been finalized on their end so we may credit any potential winnings where applicable. In regards to your account status, we do see that it was justifiably locked in accordance with our responsible gaming practices due to comments made in the live chat. We have put in a request to have your account reviewed, so please keep an eye on your email for a follow-up correspondence once that has been completed. If you have any additional questions/concerns in the meantime, please don't hesitate to rejoin our 24/7 live support chat.

  Have a nice day!

• Initial Complaint

  Date:06/12/2025

  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 money and lost money on the app.This last time played i won $3000.00 and the *** is not allowing me to withdraw my money or pick it up in person at the actual casino. They been saying my account is under review for over a month now.I've had $3000.00 froze in the app for over a month

  

  Business Response

  Date: 06/12/2025

  Hello Jazaier,

  Thanks for reaching out! Upon review, we see that your account was recently flagged for a potential violation of our terms and conditions. Unfortunately, you would not be able to complete a withdrawal while this review is ongoing, but please keep an eye on your email as you'll receive a follow-up correspondence as soon as that has been completed!

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23459276
  
  I am rejecting this response because:
  
  Sincerely,
  
  Jazaier *****

  Customer Answer

  Date: 06/12/2025

  I was able to deposit and lose money on the app for over a year, the one time I win something and try to withdraw my money they say I cant and freeze my account.

  Now its been under review for over a month with $3000 in it. 
  

  I want my money, Im tired of them giving me the run around. 
  

  enough is enough 

  They take your money when you ****** but dont wanna pay out when you win??? 
  

  hows that fair. 

  

  Business Response

  Date: 06/12/2025

  Hello Jazaier,

  Thank you for reaching back out! Unfortunately, we cannot go into much more detail over a public forum such as this however, review times tend to vary depending on the severity of the potential violation(s) so as mentioned, please keep an eye on your email for that follow-up once the review has been finalized. If you have any additional questions/concerns in the meantime, please keep in mind our 24/7 live support chat!

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23459276
  
  I am rejecting this response because:
  
  Sincerely,
  
  Jazaier *****

• Initial Complaint

  Date:06/06/2025

  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.

  Dear BetRivers Support Team,I am writing to follow up on my previous email regarding my account, which I have recently closed. As I have self-excluded, I am unable to withdraw the remaining balance in my account. I would like to request that the funds be sent to me by check or another suitable withdrawal *********** are my account details for your reference: Name: ******* Email Address: ********************* Amount to Withdraw: ALL funds I would appreciate it if you could process this request promptly. If you need any further information to complete the withdrawal, please let me know.Thank you for your assistance.

  

  Business Response

  Date: 06/09/2025

  Dear *******,

  Upon reviewal the remaining account funds are currently being under review by our team here. While we cannot disclose much more info over a public forum such as this, you'd want to keep an eye on your email as you'll receive a follow-up correspondence as soon as any updates can be provided. If you have any additional questions/concerns in the meantime, please don't hesitate to join our 24/7 live support chat to discuss with a representative directly.

  Best Regards,

  The BetRivers Support Team

• Initial Complaint

  Date:06/06/2025

  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.

  Ok so I just created account and I opted in to the new player 100% loss back promotion and started to play and then it popped up asking me to verify my identity so I did and then it kept trying to make me do it even though under my account it shows complete I also did the payment card verification while I was at it I made sure to complete any type of verification I could and they proceeded to temporarily restrict my ****** so I contacted support and they said it was under review so I waited 24 hours go by nothing and watch for an email they keep saying well its been 3 days Ive completed every type of verification possible and still nothing no email cant play and my promotion was wasted worst customer experience Ive had with any betting app. 

  

  Business Response

  Date: 06/09/2025

  Hello *********,

  Thanks for reaching out! While we do apologize for the frustration, it appears that your account was flagged for review due to a potential violation of our terms and conditions. Unfortunately, we would not be able to go into much more detail than that over a public forum such as this, but you would ultimately want to keep an eye on your email as you'll receive a follow-up correspondence as soon as that review has been completed!

• Initial Complaint

  Date:05/25/2025

  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 won on May 17th 2025. I verified myself with BET ****** & selected an ACH withdrawal. The website states I will receive my funds within 5 business days. Well it is now May 25th 2025 and **************** has locked me out of my **************** to discuss this issue with me or Im directed to a phone number that is either busy or the lines are full and I sit on hold and no one ever answers the line! I still have not received my withdrawal!

  

  Business Response

  Date: 05/27/2025

  Hello ******,

  Upon review we can see that your account was recently flagged for a potential violation of our terms and conditions. While we cannot disclose much more info over a public forum such as this, you'd want to keep an eye on your email as you'll receive a follow-up correspondence as soon as that review has been completed. If you have any additional questions/concerns in the meantime, please don't hesitate to join our 24/7 live support chat to discuss with a representative directly.

  Thanks,

  Bet Rivers Support Team

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23376926
  
  I am rejecting this response because:
  Ive tried calling BET Rivers numerous times all I get is voicemails that state I will receive a call back & I never receive a call back! 
  Sincerely,
  
  ****** *******

   

  

  Business Response

  Date: 05/28/2025

  Hello ******,

  It appears that verification has been requested on your account. In order to have it enabled, we'd need you to complete the open ID request, but as previously mentioned, if you need any assistance with this or have additional questions/concerns, please keep in mind our 24/7 live support chat where, after answering a couple of automated prompts, you'd be connected directly with one of our support representatives.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23376926
  
  I am rejecting this response because: As stated before Im unable to speak or chat with a live person. Additionally why do I need to verify myself? I didnt need to verify myself to spend money on the BET Rivers site, so why is verification necessary to claim my winnings? When I cashed out my winnings I received an approval email now I need to be verified! Im tired I just want my winnings & I will never use the site ever again. This is so unprofessional! 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/29/2025

  Hello!

   Thank you for your response. We request additional verification on withdraw and account creation in order to assure that the funds that were utilized are in compliance with State and Federal laws in order to maintain licenses.  These terms and conditions were put forth and agreed to on account creation, and may be reviewed anytime on the website or app for further clarification. If you are having issues connecting with a live chat agent, I would suggest checking your device, internet connection, and browser to assure that things are optimally performing. 

   

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23376926
  
  I am rejecting this response because: I verified myself then you all said I violated your policy. Which one is it? I violated the policy or I need to be verified? If I go to the Rivers Casino with photo identification can I retrieve my winnings? Thats all I want is my money thats owed to me!!! 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/29/2025

  Hello!
  
  Thank you for your response. We are still waiting for you to upload the additional verification requests in order to assure that the funds that were utilized are in compliance with State and Federal laws in order to maintain licenses.  These terms and conditions were put forth and agreed to on account creation, and may be reviewed anytime on the website or app for further clarification. If you are having issues connecting with a live chat agent, I would suggest checking your device, internet connection, and browser to assure that things are optimally performing. 

  Unfortunately we would need this verification documents uploaded onto our online site as we have different operations from the physical casino.

  Regards,

  The Bet Rivers Support Team

• Initial Complaint

  Date:05/25/2025

  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.

  They stole my money. A match that was voided in every other sports book was not voided here. Talked to support and they still wouldn't give me my win back. This is a garbage sports book that prays upon peoples hard earned dollar. They say they never scam people out of money in another complaint but they are absolutely full of it. I closed my account and will never do business with them again.

  

  Business Response

  Date: 05/26/2025

  Hello ******,

  While we cannot speak on how other sportsbooks choose to handle their ******, the ruling on this bet is outlined in section 8.2 of our Sports Betting rules under the Tennis and Racket Sports section: 

  "2. "Match" (Moneyline) bet offers are based on the general principle of tournament progress or tournament win, depending on which phase of the competition the match refers to. The player/team progressing to the next round or winning the tournament is to be considered as the winner of the bet regardless of match duration, withdrawals, disqualifications, etc. These bets require at least one set to be completed for bets to stand."

  We are sorry for any frustration that this may have caused however, this ruling is outlined and readily available to players at any time. If you have any additional questions/concerns, please don't hesitate to join our 24/7 live support chat to discuss with a representative directly.

• Initial Complaint

  Date:05/19/2025

  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 won a large sum of money on BetRivers and tried to withdrawal it. They put my account under review and have locked me out of withdrawing or playing with my funds for almost two months now. I contact them everyday and they tell me to wait for an update (which never comes). I have provided them selfies, drivers license, passport, and bank accounts and they refuse to review my account. They took my money with no issue and now that I want to withdrawal its been frozen for two months with no answers and no end in site. Feels like a scam.

  

  Business Response

  Date: 05/21/2025

  Hello *********, 

   Thank you for reaching out. While we cannot discuss account specifics on a third party platform, please know that per the terms and conditions that were agreed upon account creation, we may suspend or close the account for any reason. Additionally for withdraws, we may ask for additional verification for review. Review timelines vary depending on queues, materials being reviewed and other items. We understand your frustrations in this regard, and if you need additional support or information please feel free to reach out to our live support via chat or phone for more details. 

   

  Kindest regards,

  BetRivers

• Initial Complaint

  Date:05/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It's always a problem with the casino app I've ever seen and experience any thing like this before it's fraud and scam.

  

  Business Response

  Date: 05/12/2025

  Hello!

   Thank you for reaching out! While we cannot discuss on a third party platform specific account issues, we can assure that we are a legitimate, licensed entity that follows ****************************** rules and regulations in order to assure a fair Return to Player (RTP) outcome. *** statistics may be accessed game-by-game under the information tab. You also may reach out to us to have any game round reviewed on request by the platform provider. All outcomes given by the platform provider will ultimately be considered a final decision, but it is within your right to ask for the review.  

  Further, if you have not already done so, we would advise updating your device, especially if you are playing on an older iOS. (Android devices are particularly prone to issues if they are not updated).  Additionally, we advise not to utilize any spoofing or VPN that might interfere with geolocation issues, or be playing near state lines or federally regulated areas, such as airports, which can interfere with quality of play. 

  If you are still having issues, I would advise to reach out via live chat or phone, as they are the quickest way to help resolve issues. 

  Have a lovely day!

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23315579
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/15/2025

  Hello Again!
   Thank you for your response!

   As previously mentioned we cannot discuss on a third party platform specific account issues. We do see that you have attached several screenshots of rounds that you have questions about. You also may reach out to us to have any game round reviewed on request by the platform provider. We would be happy to escalate this on your behalf, but will need to be contacted directly in order to have more details about the rounds themselves, alongside to verify the account to assure the continued safety and security of your details. Please keep in mind, all outcomes given by the platform provider will ultimately be considered a final decision. 

  We still would advise updating your device, especially if you are playing on an older iOS, and additionally, we advise not to utilize any spoofing or VPN that might interfere with geolocation issues, or be playing near state lines or federally regulated areas, such as airports, which can interfere with quality of play.

  We look forward to talking to you via live chat or phone in order to help answer your questions!

  Kindest regards,

  BetRivers

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23315579
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****.                   This app always problem keep freezing and keep giving the same figures repeat and repeat and taking the money nothing changes it's ?? fraud and scam. 

• Initial Complaint

  Date:05/10/2025

  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.

  ********* casino will not let me access my account withdraw my money nothing I sent them multiple things they asked me for and still nothing they keep denying it. 

  

  Business Response

  Date: 05/11/2025

  Dear Ms. *******,

   Thank you for reaching out. While we cannot discuss account specifics on a third party platform, please know per our terms and conditions we may request further documentation from account holders to verify the origin of the funds. This is to assure that we are in compliance with **************************'s rules and regulations to maintain our licenses. To speak more specifically we would be happy to converse over Live Chat, Phone or Email. For a more immediate resolution Live Chat is recommended. 

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23313132
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******