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.
- 156 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:01/02/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I won money after putting money in my account this is not my first time either. After trying to withdrawal my money I found they need more documents in which they never needed before. I have since uploaded my documents about a week ago and cant withdraw my money not even at the cage where I could give them said documents but no. I just want to collect my winnings but they have been reviewing 2 documents for a week. I get having to wait for my money to a certain extent but this is nuts. If I can deposit instantly and them take my money without said documents then I should have the same rights please dont waste your time with the rivers as this could happen to you
Business Response
Date: 01/03/2023
Hello. Thank you for reaching out! This withdrawal has now been approved. Please note, when you cancel and re-request a withdrawal it may cause additional processing delays. Should you need any further assistance, please feel free to reach out to our Customer Support Team available 24/7. Thank you!Initial Complaint
Date:12/25/2022
Type: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 first deposited into BetRivers Sportsbook in June 2022. I became VIP Level 10 within 3 months after losing quite a bit to start, but they would always take *********** without issue. After going on a hot streak in November and finally winning a net profit of $30k+, BetRivers suspended my account and asked for documentation with $96k in it. I immediately provided all requested documentation. They have approved all of this documentation.After two weeks passed, I asked customer service if I could just withdrawal my money and they said yes. So I placed a withdrawal request and it stayed pending for 3 weeks before being cancelled. Ive followed up with the customer service several times, and they say theyve escalated it as far as itll go. Its been 46 days now since they suspended my account. They wont even tell me why they suspended the account, but they clearly dont want me as a customer anymore.I do not recommend anyone keep money in BetRivers if they can do this type of stuff. Its just not safe.Business Response
Date: 12/27/2022
Hello. Thank you for reaching out! As this is part of an active investigation we encourage the customer to contact us directly as we're unable to share the details on a public forum. Thank you!Customer Answer
Date: 12/28/2022
Complaint: 18639074
I am rejecting this response because: I have contacted Betrivers directly for 49 days now, and no information has been provided to me. How long can any investigation possibly take? I immediately provided all information youve requested. You guys have simply held my money hostage for 49 days now.
Sincerely,
*****************************Business Response
Date: 12/29/2022
Hello, Thank you for reaching out! We're unable to share any details here on a public forum no matter how many inquiries come in. This is to protect the identity of all parties involved. We encourage the customer to contact us directly for the latest information. Thank you.Initial Complaint
Date:12/23/2022
Type: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'm re opening my compliant because I was told it was closed and I'd be receiving a check then I waited 4 days and talked to chat support again at bettivers only to find that my account is still open and under review when I was told by BETTIVERS that it was closed and I'd be receiving a check... Clearly they lied once again and I want my account closed and my 700$Business Response
Date: 12/27/2022
Hello. Thank you for reaching out! As this is part of an active investigation we encourage the customer to contact us directly as we're unable to share the details on a public forum. Thank you!Customer Answer
Date: 12/28/2022
Complaint: 18635334
I am rejecting this response because: it was already told to meand agreed upon that my account was going to be closed and infact was already closed and that I would be receiving my check thru interchecks.. you can't give a solution let it be agreed upon by both parties then change it that's bad buisness and you have my 100% permission to put this iand my account information nto a public forum
Sincerely,
*****************Business Response
Date: 12/29/2022
Hi! Thank you for reaching out! Unfortunately, we'll be unable to share the details of this investigation on a public forum. We encourage the customer to reach out to us directly. Thank you!Customer Answer
Date: 01/04/2023
Complaint: 18635334
I am rejecting this response because: I have ***** tried talking to customer service but I'm always met with the same response as you've given above you cannot provide me with any details due to security or confidential information can we please just find a way to settle this already
Sincerely,
*****************Initial Complaint
Date:12/14/2022
Type: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 i recently signed up for a Betrivers NJ online casino account and i played alot on there spent alot of money got all the way to a level ***** in less then a month and then 3 weeks ago they just locked my account saying it was under review of course with $100 of my money stuck in the account i have contacted them almost everyday for the past 3 weeks to get the same response every time to check my email for updates only to never get an email and then i finally did receive an email a week and a half ago saying my account was unlocked only for it to not be unlocked!!! This review is because they say i was on a state exclusion list which i know is false because i have online casino accounts at almost every other casino in ** and can still play on those accounts!! Tonight i was told by someone via live chat that they were able to confirm that im not on any state exclusion list yet my account is still locked!! Its just excuse after excuse i deserve some sort of compensation for this error!! As i tried telling them time and time again they must have the wrong ************************* because im not on any exclusion list i want my account unlocked and my money thats stuck in my account!!Business Response
Date: 12/15/2022
Hello. Thank you for reaching out! The remaining account balance has been mailed, by check, to the address on file. To ensure the privacy of the account, we encourage the customer to contact our **************** Team regarding the status of their account. Thank you!Customer Answer
Date: 12/16/2022
Complaint: 18575534
I am rejecting this response because:I waited over 3 weeks for you guys to complete this review for someone to tell me you guys confirmed im not any state exclusion list and then you guys just close my account this is absolutely crazy!!!
Sincerely,
*************************Initial Complaint
Date:12/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have won $700 and I am not able to cash out they asked me for my ID and I sent it to them them and it was approved along with a self identity one also then not even an hour later they asked me for those same items again and now every time I upload them they ask me for them again and say that they need them even tho they already verified I am who I am and it clearly says that the first 2 documents are and were approved but now they refuse to pay me they took away any and all withdrawl methods other than bank account and it's not like this is my first withdrawal from them I previously withdrew ***** and didn't need anything.. I just want my money so I can close the account and never have to deal with them ever againBusiness Response
Date: 12/15/2022
Hello. Thank you for reaching out! Unfortunately, the documents uploaded were either not the documents requested or were not documents belonging to the account holder. To ensure the safety and privacy of the player account, we're unable to share further details here and encourage the customer to continue communicating with our **************** Team. Thank you!Customer Answer
Date: 12/16/2022
Complaint: 18571426
I am rejecting this response because:
If it wasn't the correct information why was it Approved the first time.. I used the exact same ID so you can't say it wasn't the correct one or it wouldn't of been approved the first time
Sincerely,
*****************Business Response
Date: 12/20/2022
Hello, thank you for reaching out! This account has been closed as requested. The available balance will be mailed, via interchecks, to the address on file within approximately 14 business days. If we can be of further assistance please don't hesitate to contact our 24/7 Customer Support Team. Thank you.Customer Answer
Date: 12/20/2022
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:12/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Saturday, December 3, 2022, I deposited money in my Betrivers Account via my **** debit card. I won several bets that day. On Sunday, December 4, 2022, I requested at withdrawal of my winnings, including what I deposited. It took two days, Tuesday, December 6, 2022, before I heard from them. That day they asked me to take a photo of the front and back of my debit card. I did that immediately and as of today, December 7, 2022, they have failed to review the documents and have not processed the withdrawal. Their customer service department is clueless and powerless to help and it is a complete run around to get your money. Why, if they are so concerned with security, dont they verify the debit card BEFORE immediately taking the money out of your bank account when making a deposit? Why do they give their customers a difficult time about processing withdrawals? Im very disappointed and frustrated.Business Response
Date: 12/08/2022
Hello. Thank you for reaching out! Although the vast majority of our customer withdrawals are approved automatically, there are certain situations where manual approval is required in order to comply with applicable gaming laws and regulations. This is fully covered in the terms and conditions each player agrees to upon registration. The withdrawal in question here was approved and processed. Although our **************** Team is not able to override any document requested, we are here to help If you need any further assistance! Thank you.Customer Answer
Date: 12/09/2022
Complaint: 18537342
I am rejecting this response because:I dont care what your terms and conditions are. Your customer service is poor and you SHOULD NOT be taking money off of somebodys debit card without verifying it first. To immediately take the money without verifying the card, and then when someone wins a bet, give them the run around with delays and non-communication is shady and unprofessional. Do you ask verify a persons card after you have their money and they lose a bet? The answer to that is NO. Come **** better!
Sincerely,
*********************************Business Response
Date: 12/12/2022
Hi! Thank you for reaching out. We understand your frustrations and will share your feedback with the appropriate team. Ultimately, our verification purposes are in place per state regulations. Thank you.Initial Complaint
Date:11/28/2022
Type: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 said nothing bad in their chatroom whatsoever, but they are saying i did. They banned me from chatroom for no apparent reason.Business Response
Date: 12/06/2022
Hello. Thank you for reaching out. This customer was banned from our Community Chat for using offensive and derogatory language. This is a violation of our terms, conditions, and guidelines. Thank you!Initial Complaint
Date:11/25/2022
Type: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 created a Betrivers Sportsbook account and deposited money without any issues at all. However, when I tried to withdraw my winning funds from my account, Betrivers would not allow me to withdraw. This certainly seems like a scam that they can take your money when you deposit without issue, but then refuse your withdrawal. I am seeking my withdrawal of $235.00 to be deposited into the account I funded with or a check mailed to my address that I have confirmed. Thank you for all your assistance. I have attached my proof of address that was asked.Business Response
Date: 11/28/2022
Hello. Thank you for reaching out! Please note, the majority of our payout requests are processed immediately however, due to certain state and federal requirements there are rare occasions where documents must be requested and verified. To complete the account review, proper documents are required. This has been communicated multiple times to the customer via email. Once the account review is completed and verified the funds on the account will be released. Thank you and please feel free to contact our 24/7 Support Team if you have any further questions!Customer Answer
Date: 12/03/2022
Complaint: 18462233
I am rejecting this response because: I have sent the company my proof of address and proof of ID and have yet to receive my funds.
Sincerely,
***********************Business Response
Date: 12/05/2022
Hello. Currently, there are no pending payment requests on any account with the name you've provided. If you are reaching out on behalf of another account we are unable to provide any information. Please have the account holder reach out directly to us. Thank you.Customer Answer
Date: 12/05/2022
Complaint: 18462233
I am rejecting this response because:I have taken a photo of my account page from bet rivers and it displays my account funds i am trying to withdraw and my name for proof.
Sincerely,
***********************Initial Complaint
Date:11/18/2022
Type: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 recently have played a lot more using BetRivers NJ. I have had my account for a few years now and played a lot as of October 2022. I am a *** tier player now and I assumed I would not be able to benefit from the perks of having that status. However, instead of getting fair treatment and site perks, Ive gotten treated like a criminal and have been left to wonder when my withdrawal will be approved?I have had a withdrawal of $14,600 pending since November 4, 2022. And even that is a later date then when my original problem started because I have subsequently tried withdrawing the money several time, the 4th being the most recent. My account has been locked. I have been given ABSOLUTELY NO INFORMATION ON ANY OF THIS! Usually a player has their withdrawal pending for maybe 48 hours. With rushpay it is sometimes approved instantly, but not always. Being that I am a *** tier player I can request for my withdrawals to be manually approved and it should be approved in minutes. AND ABSOLUTELY NOTHING!!!!!! THEY HAVE EVEN STOPPED RESPONDING TO MY EMAILS!I have verified my account in every possible way they have asked me to. I have uploaded documents after documents and still nothing! And the absolute worst part of all of this is the customer support agents are unable to give you any information why my account is being reviewed and for what reasons and when it will be completed! I have been told this same sentence EVERYDAY NOW FOR OVER TWO WEEKS, Theres no update on the review. Once theres an update you will receive an email. I NEVER EVEN GOT AN EMAIL SAYING THEY WERE REVIEWING MY ACCOUNT! I am at such a lose of what to do! They are holding almost $15,000 from me! For weeks! With not even a shred of information as to why or when it will complete! I HAVE TRIED EVERYTHING TO RESOLVE THIS! I have already successfully withdrawn money numerous times and I have EVERYTHING VERIFIED ON MY ACCOUNT! PLEASE HELP!!!Business Response
Date: 11/21/2022
Hello! Thank you for reaching out. To ensure the safety and security of all parties involved, we are not able to disclose information regarding this account or complaint on a public forum. We encourage the customer to continue to communicate directly with our Risk & Fraud Team regarding this investigation. Thank you.Customer Answer
Date: 11/21/2022
Complaint: 18436782
I am rejecting this response because:I have not spoken to the risk assessment team or the fraud team regarding this at all!!! I have tried reaching them day after day and I have never been able to speak to them! How would you like me to contact them?! I am only able to speak to the same customer support agents and they say the same thing every time! And thats no information, no update and keep checking your email! You are stealing my money from me! Period! That is what is happening! You are stealing my money!
Sincerely,
*************************Business Response
Date: 11/23/2022
Our **************** Agents are the correct group to speak to. Rest assured, we are treating this inquiry with priority and will be in touch as soon as there is any resolution. Thank you.Initial Complaint
Date:11/10/2022
Type: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.
Signed up for the promotion of placing a deposit of $50 and receiving a bonus play of $200 as a first-time customer. Had played game legitimately and requested funds to be withdrawn via e-transfer back to my account. This was on September 16th 2022. Awaited for the funds to be transferred and that is where the games (not casino) had begun of unprofessionalism, abuse and neglect. My account was immediately locked as well, without explanation, leaving no access to the funds and basically deemed void. I was messaging support, including the supervisors daily, which I did not receive supportive responses and basically just to wait for email and that matter as being escalated. My identity was also approved numerous times, including government issued ID and proof of address by utilities. I have spoken to numerous representatives and they have stated that my cheque will be issued via mail on certain dates but infact it was false information in order to end the chat prematurely. I have screenshot the critical chat transcripts that identify this notion. Today, I continue to wait for this cheque, which I am to receive an email stating "balance correction", indicating the funds are processed to be mailed out. I have sent another email on November 8th 2022, requesting a status update but left again without a response. My funds are locked internally within this fraudulent organization and I am unable to receive any information. All of my supportive documents have been previously approved. My account was locked with no reason and I observe that many others have similar stories when reading the complaints filed on this site.Thank you and I can provide additional resources if required.Business Response
Date: 11/10/2022
Hello! Thank you for reaching out! We're unable to share the details regarding why this account was suspended for security and privacy reasons. When this patron registered, they did not provide a full address for their account. This prevented us from sending a check for their full account balance once the account was suspended. Therefor, documents were requested to verify their address. These documents have now been accepted and a check for the full account balance will be sent to the player now that the address is verified. Thank you!Customer Answer
Date: 11/11/2022
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,
*************************************
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