Complaints
This profile includes complaints for Betrivers.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 408 total complaints in the last 3 years.
- 157 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/09/2025
Type:Customer Service IssuesStatus: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 4000 on 4/30. Submitted all needed documentation. All documentation approved. Now my account is locked. All I get is a runaround about when my account will be reviewed for payment.Business Response
Date: 05/10/2025
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: 05/12/2025
Complaint: 23307399
I am rejecting this response because:
Sincerely,
******* *******Business Response
Date: 05/12/2025
Hello *******,
As we stated prior we cannot discuss account specifics, and additionally we cannot accept documents for review over this platform. We would advise to respond to the communication with these documents to the appropriate team and to see if there is anything additional needed to facilitate your withdraw. As we are guided by the ******************************, we are guided by their rules and regulations to assure that all sources of funds are within bounds of these body of laws in order to maintain good standing within the state itself. Further per our Terms and Conditions, which were agreed upon on sign up, we may suspend the account at any point and request additional documentation.
We appreciate your understanding in the matter, and if you need more direct assistance, you may reach us through chat (available 24/7) or via phone.
Kindest Regards,
BetRivers
Customer Answer
Date: 05/13/2025
Complaint: 23307399
I am rejecting this response because:
Sincerely,
******* *******Initial Complaint
Date:05/08/2025
Type:Service or Repair IssuesStatus: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 had hundreds of dollars in an account there.. they would not let me withdraw my money because they said it was missing my name or missing account number or missing address on paperwork I sent in to them.. they did this for over 6 weeks after the 6th time of me sending (THE SAME EXACT FORM EAXH TIME...NOTHING DIFFERENT ON IT AT ALL) IT miraculously was ok now and then returned my money...a month later they said I owe them 10 dollars and a service charge of 50 dollars.. which is just a scam.. they held hundreds of dollars of my money for over 6 weeks because I'm thinking they wanted me to bet it and lose it.. except I don't bet I did it for a friend so they can get free spins...so after 6 weeks of me going back and forth trying to get MY MONEY I put in there with my bank and after going through BBB they gave me my money.. sent it to the same bank I used to put money in.. nothing was said about owing anything and they did not take any money out before closing my account. 2 weeks later I get a letter saying I owe 10 dollars and a service charge of 50...it is a scam. I don't owe anything; they would have taken it out before refunding me... They are mad. I closed the account and went to the BBB for help, which they did. I called, and they said a transaction didn't go through, which is a lie...there was money in my BetRivers account for 6 weeks; they would have taken from that if I owed any money before closing my account and giving me my money back They are all over BBB. With people having issues with them...the account is closed, and I have had nothing to do with them now for months... I don't need to be harassed because they are mad. I didn't bet away my money, and I closed the account.Business Response
Date: 05/09/2025
Hello *****,
I've reached out to the payments team and they confirmed that you can withdrawal l back to your online bank account. In order to do so please hit the wallet tab on the top right of the page. Once you do that then hit withdrawal and choose Online Banking. If you want a check you will have to visit live chat and request to close your account. We hope this helps you. Please visit live chat for an immediate answer/ help on this withdrawal attempt.
Thanks,
Bet Rivers Support Team
Initial Complaint
Date:05/05/2025
Type:Service or Repair IssuesStatus: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.
********* will not allow me to withdraw funds from my account. The online banking service does not work, and I have reported this numerous times. Betrivers refuses to allow any other form of withdraw, thereby not allowing access to my funds.Business Response
Date: 05/07/2025
Hi *****,
Thanks for reaching out about your withdraw. While we cannot speak directly on a third party platform in regards to account specifics, in order to initiate a withdraw you would need to log in to your account and request the withdraw the options listed on your wallet in the top right corner of your screen. Trustly, which facilitates our deposit/withdraws to and from player's accounts for banks, would be your point of contact in order to see what other underlying issues may be occurring that would prevent you from withdrawing. If your preferred option is not available, we have other options at your disposal to help withdraw the balance of the account.
Customer Answer
Date: 05/07/2025
Complaint: 23290474
I am rejecting this response because:Trustly has not been able to assist, and BetRivers does not have any other options to withdraw in ******** I have explained this on multiple occasions to BetRivers via online chat and telephone. Please remit a check for the balance of my account to my address of record for the account.
Sincerely,
***** *********Business Response
Date: 05/09/2025
Hello *****,
I've reached out to the payments team and they confirmed that you can withdrawal l back to your online bank account. In order to do so please hit the wallet tab on the top right of the page. Once you do that then hit withdrawal and choose Online Banking. If you want a check you will have to visit live chat and request to close your account. We hope this helps you. Please visit live chat for an immediate answer/ help on this withdrawal attempt.
Thanks,Bet Rivers Support Team
Customer Answer
Date: 05/09/2025
Complaint: 23290474
I am rejecting this response because:I just tried to withdraw per your instruction, and I received the same error message as always. "Sorry, your account cannot be used at this time. Please use another payment method." However, there is no other payment method available for me to withdraw.
Sincerely,
***** *********Business Response
Date: 05/12/2025
Hello!
Then we advise to reach out to Trustly here: Phone (24/7): *************** Web: ************************************** for further assistance in withdrawing utilizing your bank.
Customer Answer
Date: 05/19/2025
Complaint: 23290474
I am rejecting this response because:I contacted Trustly, and they have not been able to resolve the issue. Again, please remit a check for the balance of my account to me, as there is no other method available for me to withdraw funds.
Sincerely,
***** *********Business Response
Date: 05/19/2025
Hello *****,
Did Trustly provide any context regarding the error message you're encountering? As previously mentioned, in order to issue a check we would ultimately need to close the account which will require you to join our 24/7 live support chat. Please don't hesitate to join us there with any additional info provided by Trustly when you contacted them and we'll gladly assist from there!
Customer Answer
Date: 05/26/2025
Complaint: 23290474
I am rejecting this response because:Trustly has not been of any assistance in getting the withdrawal to work. I have followed your instruction regarding contacting online chat help to have my account closed and balance sent to me via check. So far, the account has been locked, and I have not yet received any proceeds.
Sincerely,
***** *********Business Response
Date: 05/28/2025
Hello *****,
It looks like your request to have your account closed was just processed earlier this afternoon. Checks for remaining balances on closed accounts are sent out weekly so please keep an eye on your email for a follow-up regarding a balance correction which will signify when the check is being sent out. From that point, they typically take between ***** business days to arrive at your address on file. If you have any additional questions/concerns, please don't hesitate to send us an email or rejoin our 24/7 live support chat to discuss with a representative directly!
Customer Answer
Date: 06/05/2025
Complaint: 23290474
I am rejecting this response because:
I received the notice of a balance correction, but I have not yet received a check for the balance in my account.
Sincerely,
***** *********Initial Complaint
Date:05/05/2025
Type:Service or Repair IssuesStatus: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 lost a sizable amount of money to BetRivers, but this time I won $279 off of a $500 deposit and attempted to withdraw my $779. However, they asked me to send in documentation before I was paid as my son and I shared a bank account. I followed all the steps and submitted everything they asked for including my ID, my sons ID, authorization for the payment method, etc. All of which was approved. However, today when I went to log in to my account and noticed that they locked my account for no good reason. This is clearly in an attempt to delay me getting my money out yet again. When I contacted customer service they gave the only answer they ever give stating Were sorry, but we cant give you a timeframe. Of course you cant, you are trying to delay my money obviously. And no word from them since. I have never had a company go this far to scam someone out of money who has been a loyal customer, but it makes me sick. I have had documents requested before, but once they were approved, I was immediately taken care of. This is a first for me. I added pictures of the 4 times they asked for my ID in which I provided it for them all 4 times and they accepted it - shows how theyre clearly just using this as a method to delay my withdraw process.Business Response
Date: 05/06/2025
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. We do see that you need to upload the authorization form for the **** ending in 9951. Please visit live chat if you need any more info on this. They are open 24/7 and will be able to say more in your private chat then here.
Thanks,
Bet Rivers Support Team
Customer Answer
Date: 05/13/2025
Complaint: 23287677
I am rejecting this response because:
My son and I share a bank account so that I can transfer him money when hes at college. The account is in both of our names. Both him and I complied and we both signed and acknowledged that the account was used. The form was accepted, however now the ********* account has been locked for no apparent reason and they claimed that they had no timeline on an internal investigation. No fraud was committed as I used an account under my name(and my sons, but just to transfer him money) and had my son sign that he acknowledged the use. There is absolutely no reason the account should still be suspended, I want my money out or sent as a check to the address on file. Thank you.
Sincerely,
***** ****Business Response
Date: 05/13/2025
Hello *****,
Again we cannot really disclose any info over a public forum. Using accounts not in your name or shared accounts goes against our terms and conditions. You accepted these terms when you created an account with us. Please visit live chat for further details but unfortunately the account will remained closed at this time.
Thanks,
Bet Rivers Support Team
Customer Answer
Date: 05/13/2025
Complaint: 23287677
I am rejecting this response because:
The account is in my name and that shows up on the bank statements.
Sincerely,
***** ****Business Response
Date: 05/14/2025
Hello *****,
We really are sorry but disclose any info over a public forum. Our team is currently investigating an issue where you may have violated our Terms of Service. You accepted these terms when you created an account with us. You will be reached out to via email once the investigation is complete. If you have any further questions or concerns, please feel free to reach out to our 24/7 Live Support *****************************************************************Customer Answer
Date: 05/20/2025
Complaint: 23287677
I am rejecting this response because:
As I stated earlier, my son and I share a bank account as he is in college. My name is clearly on the bank statements. Your live chat gives absolutely zero updates.
Sincerely,
***** ****Initial Complaint
Date:05/04/2025
Type:Service or Repair IssuesStatus: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.
Online games kept freezing in the middle of the game to where I couldn't use my touchscreen but I would keep playing by itself.. I had no control over whether I wanted to continue a game or stop the game. Random deposits were being made from my ****** while I was online. Even if I did not make the deposit. I've never had any problems using this site before. But when you search the site to talk to somebody, there are no options for any kind of communication.Business Response
Date: 05/06/2025
Hello *****,
Please always make sure that your device is on wifi when playing on our site for maximum efficiency. Regarding deposits, if you think someone is using your account to make deposits, then we will have to lock your account for the meantime and do a fraud investigation. Please let us know in live chat if that is something you want to do. To enter live chat please hit " Support Chat" enter your first and last name as well as email. Then hit start chatting. From there you can talk to one of our agents who can look into the deposit issues you are having. They are open 24/7 so you can reach out at any time.
Thanks,
Bet Rivers Support Team
Initial Complaint
Date:05/03/2025
Type:Sales and Advertising IssuesStatus: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 a problem gambler. Ive tried to ban myself for life several times. Its very hard to do so but its soooo easy to deposit. They intentionally target problem gamblers.Business Response
Date: 05/06/2025
Hello ******,
I am sorry you feel that we target problem gamblers. We take responsible gaming (RG) very serious here at Bet Rivers. The ability for our players to game responsibly is very important to us. I have put in the request for your account to be closed. I wanted to make sure you're aware of the many resources available to you. If you think you have any sort of issue with gambling, you should absolutely look at these options. If you have any questions about the options below, please let me know as I am happy to explain them further. Self-Exclusion: When you opt to self-exclude, you are placed on a self-exclusion list maintained by the **********************. This will prohibit you from gaming on any Delaware online casino, including BetRivers.com. When you self-exclude, the exclusion is irreversible and cannot be ended early. For help, you can also contact the below resources: Delaware Council on ***************************************************************************** on Gambling Problems: *************************************************************************
Gam-Anon - ************************************************************************************************Best Wishes,
Bet Rivers Support Team
Initial Complaint
Date:04/30/2025
Type:Product IssuesStatus: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 spent a lot of money with this casino, I recently have played and won thousands of dollars and have screen recordings to show how there games force close during game play and during big winnings it would close and then say I won $40 or what not. Its unethical and completely plays into peoples vulnerability. The amount of money I could have saved if I didnt just deposit to this app. I plan to seek legal help to get all of my money back and my winnings that were said to not have happened but the videos prove that the game closes during times where I should have been winning thousands of dollars. This place needs to be shut down and give every person their money back which is all of the people to have spent thousands of dollars with them. I have tried adding videos to this complaint but its not allowing me too.Business Response
Date: 05/02/2025
Hello ******,
Please keep in mind that all of the games on our site have been individually tested to ensure player fairness. ***%s can often be found within the game rules, but if you ever have any questions/concerns regarding a specific round of play, please don't hesitate to reach out to live chat. Our agent can look up a specific game round and escalate it to our escalation agents, from there they can reach out to the game provide to look further into it. So please join us at live chat with the videos you have and the specific game round so we can properly look into your inquiry. We hope to hear from you soon
Thanks,
Bet Rivers Support Team
Initial Complaint
Date:04/29/2025
Type:Service or Repair IssuesStatus: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 have not approved to pay the ******* I won. They asked me to fill out form. You cannot fill the form because when you click what BetRivers tells you? It tak3s you to the Sportbook not a form. This is sad. They take the fun out of winning or try. I need a new mobile Sportbook because BetRivers is unlawful in not paying.Business Response
Date: 04/29/2025
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. I will ask the payments team to send you a new authorization form if it does not work but, that will have to be filled out before they can approve a withdrawal. 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: 04/30/2025
Complaint: 23260708
I am rejecting this response because: they still have not paid despite numerous emails, uploads on **************** app,and phone calls. However, still awaiting approval that I can go down pick up my winnings. They never give a problem when I lose? I wonder why? In person slips are best so nobody has to deal with the mobile app.
Sincerely,
******* J **** SrBusiness Response
Date: 05/01/2025
Hi *******
Thanks for reaching out. As we mentioned previously we cannot discuss specific details of an individual's account publicly. We can mention that we did request documentation in order to remain in compliance with the ****. Once documentation has been received and approved, a withdraw can be processed to the platform of choice. If you have any questions or concerns please feel free to reach out to us directly over chat, email or phones and we can further discuss specifics there.
Customer Answer
Date: 05/01/2025
Complaint: 23260708
I am rejecting this response because: I sent 3 or 4 times plus done by *** and Staples last night. Also had heart surgery, card had nothing to do with winnings.
Sincerely,
******* ****Initial Complaint
Date:04/27/2025
Type:Service or Repair IssuesStatus: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 became a member of ********* on, I believe Sept. 19, 2023. At that time I did not have a PayPal or active checking account, so I used a friend's PayPal to make my first few deposits, as far as memory serves me I never made any withdrawals to that account. In the span of a couple weeks I ended up getting my own PayPal and set up a bank account and began using it. I submitted all the necessary verifications for identity and those cards. Everything went smoothly until March 2024, when I made a couple of withdrawals to my own account. At this point Betrivers canceled my ability to deposit any way other than cash at store and through my bank account. Considering the fact that after my first few deposits using my homies ******* I played for 6 months using only my verified accounts to deposit, and was only flagged upon my first withdrawal, it seems awfully "fishy". I was ordered to again verify my accounts and identity, which I promptly did, only to be told that I still wouldn't be able to use my cards. It's been well over a year and I've had no other "infractions" accidental or otherwise, at what point will I regain the ability to deposit by card? Secondly, how do you justify continuing to block my transactions even after I've successfully submitted the requested documents for verification? It seems this is the most repeated complaint against your "service" and there ought to be a way of clearing up the issue and continuing business as usual. ****, even murderers get second chances.Business Response
Date: 04/29/2025
Hello ****,
Upon review we can see that your account was recently flagged for a potential violation of our terms and conditions.
Under Terms and Service Deposits 7.2: "To deposit funds into your account, you can only use a payment method available through the Services that is held in your name and registered to the address that you provided at registration. All deposits that you make with us shall be kept separate and distinct from our funds, and shall be managed and administered by us or third-party payment processors we have engaged. Funds held in your account do not accrue interest". Once the payments team was aware that you used your friends account, they flagged it immediately.
Once you break our terms and conditions, the risks/payments team has the option to take away deposit options for that player. Under section 11.1 it states: "11.1. We and you reserve the right to suspend or terminate your account at any time and for any reason. Additionally, if we determine, in our sole discretion, that you are in breach of any of the terms, or otherwise believe that your use of the Services is fraudulent, illegal, or improper, including but not limited to through financial fraud or wrongdoing (e.g., improper chargebacks, transactions with no clear legal purpose, etc.), multiple accounts, use of "bots" or "robots," abusive behavior to other players or our employees, identity fraud, or any other improper use of an account, we have the right to take any or all of the following actions. TO THE FULLEST EXTENT PERMITTED BY LAW, YOU ACKNOWLEDGE AND AGREE THAT WE AND OUR THIRD-PARTY SERVICE PROVIDERS WILL HAVE NO LIABILITY TO YOU OF ANY KIND FOR TAKING ANY OF THE FOLLOWING ACTIONS:"
Under 11.2.3. Forfeiture of any deposits, Bonus Money, and/or winnings resulting from ****** in your account in the event of fraudulent activity, as required by applicable laws and regulations;
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:04/25/2025
Type:Service or Repair IssuesStatus: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.
Betrivers sports betting app will not pay out my withdrawal.Business Response
Date: 04/26/2025
Hello Luka,
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. I do see documents still need to be sent over to us that the payments team requested. That is all I can disclose here. 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
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