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

  1080 N Delaware Ave Phila, PA 19125-4330

• 

  Betrivers.com

  2700 Orchard Hwy Manistee, MI 49660-9752

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:11/03/2022

  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.

  Betrivers owes me about $175 and refuses to pay wha Betrivers t owe me. Betrivers keep asking me to upload my ID and proof of residence. I have uploaded the same documents at lease 10 times without a response from BetRivers. It's like ********* is trying to steal my money. I'll upload some screen shots of what Betrivers owes me.Thank you.

  

  Business Response

  Date: 11/08/2022

  Hello and thank you for reaching out! Once the appropriate documentation was uploaded this withdrawal was approved. Thank you!

• Initial Complaint

  Date:10/23/2022

  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.

  Username saulnier2021 I uploaded over $1100 in deposits on this site I hit big 10/21 and because I used my sisters and brother in law's card with their knowledge . had I know that I wasnt allowed to do this I wouldnt have done it but they had no problem taking money . But as soon as you go to withdraw they want to verify. They asked for pictures of cards that I used to deposit I sent them in and at this point at a standstill. My sister and brother in law are willing to send a Notarize letter stating they gave me permission to use the cards used. All I want is the money that I rightfully won on this website and I will never use this site again. Ive read multiple complaints about withdrawal process and its just ridiculous.

  

  Business Response

  Date: 10/24/2022

  Hello. Thank you for reaching out! Per section 7.2 of our terms of service, which all customers agree to upon registration: To deposit funds into your account, you can only use a payment method available through the site Cashier which have been approved by the ***** which must be held in your name and registered to the address that you provided at registration.
  
  As this customer used payment methods belonging to another person(s), it is necessary for us to confirm that the other parties involved were aware of their payment methods being used. Once that confirmation is received we will process this withdrawal. If you have any further questions please feel free to reach out to our live customer support team available 24/7. Thank you!

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18301853
  
  I am rejecting this response because: my document now has been under review for 2days and I am told by customer support that by end of day I would receive email about my withdrawal processing havent received a thing. Was told that theres no guarantee I will receive a response in a timely manner. This is ridiculous at this point. I complete every single document they requested 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/01/2022

  Hello. Thank you for reaching out. As stated previously, it is a direct violation of the terms and conditions to use another persons payment method. The withdrawal in question will be sent, via check, to the address listed on the account. Thank you. 

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18301853
  
  I am rejecting this response because: I was told my check would be sent out November 1,2022 and I checked in yesterday because I havent received an email stating it was sent out yesterday after contacting support they told me the check in fact wasnt sent out and I wasnt given a reason why. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/21/2022

  Type:Sales and Advertising 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've been trying to process a withdrawal from this company for a few days now, submitted the documents and verification requested and still nothing. They had absolutely no verification process at all for taking the money through deposits, but now that's it's a withdrawal they've ignored the documents provided and haven't processed the withdrawal. I've tried emailing customer service to see if I needed to provide anything further or for the status of the withdrawal and no response. There's no reason it should take this long with no updates to receive money that is mine.

  

  Business Response

  Date: 10/24/2022

  Hello! Thank you for reaching out. Once the documents requested were uploaded, this withdrawal was approved. The customer should reach out to their bank to confirm processing times as once a payment is processed by us it's up to the bank for processing (typically 1-3 business days). Thank you and if you need any further assistance please feel free to reach out to our live customer support team available 24/7. 

• Initial Complaint

  Date:10/16/2022

  Type:Order 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.

  Ive been betting with PA bet rivers for almost 2 years I go to make a withdrawal that was higher than the others and then all the sudden they want to verify who I am they asked for a utility bill I sent it not good enough then I send a letter from the *** with my address, not good enough then they asked for a bank statement and then my credit card and crickets. Nothing still they keep saying they are escalating the situation and nothing.

  

  Business Response

  Date: 10/18/2022

  Hello, thank you for reaching out. Although this is limited and most of our withdrawals are instant, we may from time to time request payment account ownership verification. This is agreed to upon registering with us as part of our terms and conditions. Ultimately, the appropriate documentation was sent to us and this customers withdrawal was approved. If you need any further assistance, please feel free to reach out to our live customer support team available 24/7. Thank you. 

  Customer Answer

  Date: 10/20/2022

   
  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:10/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been playing with BetRivers ******** for a while, I have made deposits via credit card and debit card. I have even had to log into my bank account through the casino. My credit union uses an internal number for my account that is different from what is on my check. This is for security purposes. Because I had to log into my bank account through the site access to the internal number was seen by the casino. Now they refuse to accept my check as part of proof of my account and asking for something in writing with the internal banking number on it. This number is for my protection and I have no paperwork with the number. I have asked the casino to call the credit union and verify this or just put the money back on my debit card where it came from and the casino refuses to call the credit union to verify what I am saying but instead wants me to send them something in electronic form then breaking my banks security for my account. SEND ME A CHECK!!! They have my drivers license, my checking information my debit card number and I have logged into my bank account from their system, how much more do I need to prove who I am for ******?

  

  Business Response

  Date: 10/12/2022

  Hello and thank you for reaching out. Due to regulations and laws surrounding legal online gaming, there may be times where we are required to verify the ownership of a payment account. Please refer to the terms and conditions below, agreed to upon account registration. All withdrawals on this account have been processed. Going forward, withdrawals to this specific account will be instant. 
  
  5.2. When you apply for an account, we will ask you to provide your personal information including, as we may require in our sole discretion, your name, email address, physical address, date of birth, gender, driver's license (or other government-issued ID) information, verification that you are not prohibited by applicable laws from participating in the wagering or betting activities on the Services, and/or social security number. We may also give you the option to provide your Rush Rewards and affiliated license holder (or similar RSI loyalty program) account numbers, if any, to accelerate your registration to the Services. When you wish to fund your account to participate in wagering or betting activities offered through the Services, we will also ask you for financial account/deposit and withdrawal method details. You represent and warrant that all information that you provide to us at any time, whether during the account application process, in connection with funding your account, in response to any security check or age / location verification, as well as in any information posted through the Services (e.g., in chat rooms, your profile pages), or otherwise in connection with your account, is complete, accurate, and not misleading. You further agree to inform us immediately if there is any change to such information.

  Thank you. 

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18196445
  
  I am rejecting this response because: Because it does not address my concern, I sent the paperwork, the casino refused to verify the paperwork and refused to put the funds back into the exact account it was taken out of. The next day after I filed a complaint with BBB my withdrawal was approved and sent to my bank. I was not until I filed a complaint that anyone bothered to look at the paperwork and now they respond with a generic answer. LOST MY BUSINESS FOR GOOD
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/17/2022

  Hello. Thank you for reaching out! As noted in our prior communication, there may be a delay in the review and acceptance of ownership documents. This process is simply to ensure the safety and privacy of all of our player accounts and to comply with applicable laws and regulations. This complaint is not related to approval of your documents. Now that your withdrawal is approved, we consider this matter closed. Should you need any further assistance please don't hesitate to reach out to us. Thank you!

• Initial Complaint

  Date:10/10/2022

  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 have been a customer for 3 years and have used the same bank account since the beginning. Recently I lost my debit card and received a replacement card for the same account. I deposited two separate amounts a ****** and ****** using my new debit card which they accepted. I won **** and attempted to withdrawal it and they asked for a pic of my new card which I sent. A couple days went by and I didn't get my withdrawal put into my account so I waited and another couple days went by. This was very unusual so I sent an email to my host ******************* and he replied the situation was taken care of. By this time I lost ****** and so I tried to withdrawal ******* thinking I would get it I waited again and still nothing. I got to the point where I was upset and looked into my information and instead of keeping my new debit card on file they deleted it and put my old number back in. I emailed ******************* again and told him what they did and he got back to me saying my address for the new card didn't match the address on file. I was then told to go check with my bank and they assured me it was just a card number change and everything was still the same with my account. I again emailed **** and received no response. By then with my money being held I played more thinking I'm never going to get it and lost it all. Days went by and I was extremely mad a what they were trying to pull on me I emailed **** for the 4th time stating if my new card was good enough for them to deposit my money why wouldn't they pay me back on the same card. Again No response. I sent another email say that this was shady and I atleast want my 500 dollars back. To this day **** has refused to reply to any of my emails.

  

  Business Response

  Date: 10/11/2022

  Hello and thank you for reaching out. We've reviewed this inquiry and there are no pending withdrawal requests on this customers account. Although the majority of withdrawals requested are approved immediately, there are some situations where additional verification is necessary. Once account verification is complete, withdrawals to the verified account are typically instant. Ultimately, the customer is responsible for any withdrawals they cancel and wager, however, we do have a number of responsible gaming tools we'd recommend the customer explore. We've also verified that our VIP Team was in contact with this customer and did respond to all inquiries. We recommend the customer check their spam folded and safe sender list to ensure these emails are coming through. Thank you. 

  Customer Answer

  Date: 10/11/2022

   
  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,
  
  *************************

• Initial Complaint

  Date:10/10/2022

  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.

  This is the second time I've had to prove who I was to bet ****** so they are with holding a deposit they have already taken over 3 days and still won't send it till I can prove who I am. I already sent them a document they wouldn't accept it because it didn't have my name on it but in that same time they accept it withdrawals from my account. It's crazy they can take your money no problem from your bank account but when it comes to sending the money back they want to play games. I understand the longer they hold on the money they collect more interest off that money so it benefits them. I know they need to be regulated more because this is crooked in what they are doing. I can really use the money normally I get the money by the next day. Right now it's been 4 days since I requested the money Thursday today is Monday and if they play any more games they can stretch it out even further this is not right.

  

  Business Response

  Date: 10/10/2022

  Hello. Thank you for reaching out. Due to various laws and regulations, we are required to verify player account and payment account ownership in certain situations. Please note that once the necessary documents are uploaded, future withdrawals are typically instant. Please also reference section 5.3 of our terms and conditions, which are agreed to upon registration: '5.3. At any time during the registration process or thereafter, we may also ask you to provide additional supporting documents including, but not limited to, (a) a copy of your driver's license (or other government-issued ID), (b) a selfie picture, (c) proof of your address such as a utility bill or bank statement, and (d) proof of your financial account/deposit and withdrawal method. In our sole discretion, we may ask that you provide notarized copies of these documents as an additional layer of verification. You hereby expressly consent to our verification (including through third-party verification services) of all information you provide during the account registration process or thereafter during your use of the Services.'

• Initial Complaint

  Date:10/09/2022

  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.

  ****** initially asked me to submit a few documents to verify a confusion with my identity. During this process, customer service made me submit it four times without being descriptive as to how I can help them. After almost a month of trying to solve this issue, the documents were accepted. I was then told by a supervisor to withdraw my earned money to an account with my last name on it. After listening to his instructions, I thought I would finally get the money I won; however, BetRivers then locked my account. Since then, I have contacted live chat around 10 times over the last 2-3 months and keep receiving the same generic responses. They've told me so many times that the team is reviewing it and will get back to me via email. There has been a case where the representative told me they are sorry for not emailing me with an update because they forgot. I do not understand why my money is being withheld after following all instructions and patiently waiting. It is hard to be respectful and patient when customer service does not want to help and puts me in a position where all I can do is wait another month and have the same results. During this whole process, I have been willing to listen and provide the information they need, but they won't even help me help them. It is starting to seem like they want to steal my money and never contact me about it again. Customer service also tells me there is nothing I can do because the higher-*** are not customer-facing.

  

  Business Response

  Date: 10/10/2022

  Hello. Thank you for reaching out. Due to an ongoing investigation surrounding this account, we are unable to share any details. We do encourage all parties involved to monitor their email on file for communications from us regarding this investigation. Thank you. 

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18189754
  
  I am rejecting this response because:

   

  This response is as close ended as what all of the customer service representatives say. This was acceptable within the 1-3 day timeframe given to me, 3 months ago! Repeating this after I have given sufficient documentation to help is not going to work. I even provided the attachments showing that they were all accepted. There have been no email communications to me and I doubt there will be. I will escalate this to the BBB and hope to lower the rating of this horrible company. 

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

  

  Business Response

  Date: 10/17/2022

  Hello. Thank you. Once again, due to an ongoing investigation surrounding this account, we are unable to share any details. We do encourage all parties involved to monitor their email on file for communications from us regarding this investigation. Thank you. 

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18189754
  
  I am rejecting this response because:
  

   

  You have given me no timeframe to find a solution, no reason to have a problem, and horrible customer service. I have provided everything you need and you still won't help. You keep provided me automated messages with no meaning behind them. I want to take this to the next step because it is obvious you do not care about your users. 

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

• Initial Complaint

  Date:09/30/2022

  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.

  On 9/23/22 I won a bonus game on their online casino. I won the jackpot during the initialization of the bonus. After a few bonus spins I lost wifi signal and the game froze. I had won in excess of $2,000 at this point. I contacted their customer support and followed all instructions to clear cache, log out and log back in, Uninstaller and reinstall the app and log in from a desktop but nothing got the bonus to finish. I logged into the game history and found the details online showing what I had won up to the point the glitch happened and took pictures and screenshots. On 9/26/22 the game showed completed with no win and all the game details that showed my win were deleted and unavailable. After a week of contacting them every day I am now being told they voided the bet. The bet has not been voided and I am not getting further information. Basically I won a jackpot and there was a convenient glitch that they are using to not payout the money that I won.

  

  Business Response

  Date: 10/03/2022

  Hello. Thank you for reaching out. Unfortunately, sometimes a user may become disconnected from an active game. When that happens, we do all we can to help the customer reconnect however, sometimes it does take assistance from the game provider. We have reached out to the game provider and to ensure the privacy and protection of the user, will communicate directly with them as we have been. Thank you. 

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18150961
  
  I am rejecting this response because: not once has the company reached out to me but has made me contact them. Even though I have undisputable proof that I won with picture evidence they have still denied paying me what I won. I won a jackpot online and their system conveniently froze halfway through the bonus round. Their game history showed the win but then they deleted all game details from their website thinking that would keep me from being able to prove they are committing fraud but I took pictures before they deleted it.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/10/2022

  Hello. Thank you for your response. Hello. As stated previously, sometimes a user may become disconnected from an active game. When that happens, we do all we can to help the customer reconnect however, sometimes it does take assistance from the game provider. We have reached out to the game provider and to ensure the privacy and protection of the user, will communicate directly with them as we have been. Thank you. 

• Initial Complaint

  Date:09/30/2022

  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.

  Trying to withdraw funds and they wont allow my transaction

  

  Business Response

  Date: 10/03/2022

  Hello. There are several methods available for this customer to withdrawal their funds. We recommend that this customer explore the methods available to them by navigating to the cashier and reach out to our 24/7 live customer support team if they have any questions regarding these methods. Thank you.