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: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.

  For half a year now my account has been locked by BetRivers.com along with all the money that is in my account. I contact their support daily because that is what I have been told to do in past complaints and my account is still locked along with all my money. I have been dealing with this since April. In May they told me that I would be receiving a check for my funds that they owe me to which they later said was a "mistake" and now it is September 30th and I still do not have my money or my account. When I do contact their support I am mostly ignored by email. If I join the online chat I mostly hear the same lies told to me time after time.

  

  Business Response

  Date: 09/30/2022

  Hello. To ensure the protection and privacy of all parties involved in this inquiry, we are unable to discuss any details of this matter on a publicly viewed forum. All information necessary has been provided to the consumer.

• Initial Complaint

  Date:09/19/2022

  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.

  Their terms stipulate that if you don't upload requested documents they will suspend your account and refund you. They are asking for my marriage licence, I am not going to share sensitive documents such as that and they still won't refund my deposit. My account is not able to wager the funds deposited. They're basically holding my money hostage until I give them my marriage licence. Beyond unethical and not legal.

  

  Business Response

  Date: 09/20/2022

  Hello. Thank you for reaching out. Per our terms and conditions, at any time during the registration process or thereafter, we may also ask you to provide 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. This is to protect the privacy and security of all player accounts as well as to comply with various regulatory standards. 
  
  This payment has been processed and we encourage the customer to contact us directly regarding any additional questions. Thank you. 

• Initial Complaint

  Date:09/10/2022

  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.

  I provided the documents requested as seen below. In ReviewBank StatementNavy ******************** *227310/10/2021 11:12:23 AM EDT In ReviewDrivers LicenseID request10/10/2021 11:06:18 AM EDT I have been playing for several months and have made several deposits but each time I try to withdrawal my funds the documents have never been reviewed. They have no trouble taking your money but when you want to withdrawal they take forever hoping you cancel the withdrawal. i currently submitted a withdrawal request for $1500.00 and waiting for a response.

  

  Business Response

  Date: 09/12/2022

  Hello. All pending withdrawal requests on this account have been approved. Although the majority of our withdrawals are processed automatically, there are times where it is necessary to verify account ownership per section 5.3 of our terms and conditions. Thank you. 

• Initial Complaint

  Date:09/08/2022

  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.

  Been on the site since end of August 2022. There has been all sorts of issues. Delayed deposits, many missing deposits delayed payment and very poor customer service and resolve. There are 16 deposits in question. There has been no attempt to locate these payments by customer service via chat ********* or by customer support via email. I have attached all deposits in question. And my bank statements. Looking for refund

  

  Business Response

  Date: 09/12/2022

  Due to consumer privacy and protection, we are unable to share the details of this inquiry on a public forum. We are actively investigating this and encourage the customer to communicate with us directly on a resolution. Thank you. 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17937517
  
  I am rejecting this response because:

  this is the same reply I got since September 4th. The company shows no responsibility to these transactions and reply with a candied reply if we are investigating . This was the response from 8 days ago.  
  this behaviour is not acceptable to me and wish I have all funds in attachments returned to my bank account asap. 
  the casino is fraudulent and I would expect harsh penalties should cast upon them.
  inreadung other players comments I see there has been similar complaints as mine.  I fear they have caused destruction in house holds due to questionable behaviour with large sums of peoples money. 
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/15/2022

  Hello. We are in active communication with the payment processor involved in the failed transaction to determine what happened and how to reverse it. While we do not yet have an answer, we expect to have more information soon, and as soon as we do we will share it directly with the customer. Thank you. 

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17937517
  
  I am rejecting this response because:  this is the same response I have been given two weeks ago which is unacceptable. My funds have been within business for what is considered a short term loan. I accept my funds to be return all payments are attacked in this complaint. 
  

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

  

  Business Response

  Date: 09/19/2022

  Hello. Once again, we are unable to disclose the information regarding this complaint on a public forum to ensure the protection and privacy of the customer. We are actively working on this issue and are fully available to provide information and updates to the customer. Our Customer Support Team is available 7 days a week, 24 hours a day for assistance. 

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17937517
  
  I am rejecting this response because: There is clear avoidance to the issue occurring September 4th. All funds in dispute are expected back into my bank account. A formal complaint will be sent to *** on September 27th. At this time a charge back to bet rivers will be requested for attached fund transfers in dispute. If you wish to settle before this occurs I need clear and concise response no later then September 26th. If there is no action to this complaint then the charge back will be requested. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/03/2022

  Hello. We are in active communication with the payment processor involved in the failed transaction to determine what happened and how to reverse it. While we do not yet have an answer, we expect to have more information soon, and as soon as we do we will share it directly with the customer. We would be more than happy to share any information surrounding this complaint directly with the customer. However, as previously stated, we are not able to do so on a public forum. We now consider this complaint closed. 

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 17937517
  
  I am rejecting this response because:  Until all funds have been returned to me the issue is far from closed. Your repeated avoidance of this payment issue has is disturbing. 
  this issue is now 4 weeks old and remains unresolved. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/06/2022

  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.

  I played online with BetRivers Casino/gaming site. I won $800 on August 18, 2022. I requested a withdrawal via their VIP PREFFERED ACH deposit method to my **** of America account. I have been going back and forth with this company for three weeks now to get the money I won deposited in my bank account. I sent them copies and a full PDF document of my bank account transactions for August. I sent this information every time I talked to them. To this date; they claim the processed my request but until this date, I still have not received my money from BetRivers. This morning when I called, they asked for bank statements again. I sent them again. Then they tell me Im going to get an email from them with a trace ID number so my bank can track it. I told them why does my bank have to track something youre responsible for doing. Its been 4 hours, I still dont have an answer or an email with a trace id number. This company is a scam and dont give a care about you trying to get the money you fairly won. I want my money and Im not going to stop until I get it. The next step is to contact the news stations. They are uncaring and rude over the phone. The representatives must have scripted messages to give to customers because they all tell the same lie. So irritated with them all. I want my $800 I won.

  

  Business Response

  Date: 09/09/2022

  Hello. The requested withdrawal was approved and processed however, it appears there was an issue with the banking information submitted by the customer. Per our terms and conditions: 8.3. It is your responsibility to submit the correct details for withdrawal payments. We are not liable or responsible for reissuing any withdrawal payments made by us to an incorrect account as a result of incorrect account details provided by you or a third-party payment vendor on your behalf. An incorrectly issued payment will only be credited to your corrected account details once we receive confirmation that the incorrectly issued payment has been successfully retrieved.
  
  Ultimately, the funds have now returned to the patrons BetRivers.com account and can now be withdrawn to the account the player chooses. 

• Initial Complaint

  Date:08/26/2022

  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.

  I've cashed out twice and have been told it's in review then was told it was in payment status just to told again it's in review... I've spent a lot of money with them the least they can do is pay out my winnings.

  

  Business Response

  Date: 08/29/2022

  Thank you for your inquiry. We process the vast majority (roughly 80%) of withdrawals automatically via our proprietary RushPay system. However, there is sometimes a need for manual review or documentation requests to validate account ownership.This customers withdrawals were processed shortly after they were requested.Please note, it may take 1-4 business days for the funds to arrive in the customers bank account. To ensure the security and privacy of the account, we encourage the customer to communicate directly with our Customer Support Team (available 24/7) if they have any further questions

• Initial Complaint

  Date:08/19/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've uploaded all documents and do not have a utility bill as I live with my aunt. My screen name is *******. They did not accept a picture of my car payment, told me to upload it as pdf so I did thst and uploaded my entire car contract and they didn't accept that. Told me that if u printed out the page of my car payment not in pdf form they would accept that and I was told this by there support team. They keep denying me after knowing my address is where it is and I am who I am obviously. I've uploaded very personal documents and feel like there playing games at this time. Now I'm waiting for them to review the one they told me they would accept snd I'm expecting a denial. ( I made a earlier claim and didn't put my username and didn't put in correct email ) can somebody please help me with this as I am expecting a denial again and don't know what else to upload. Thanks. I just want my $200 to be withdrawn.

  

  Business Response

  Date: 08/22/2022

  Please note, this is a duplicate complaint. We're unable to provide full details regarding this complaint due to player privacy and security. However, now that the appropriate ownership documentation has been provided we have processed the requested withdrawal. 

• Initial Complaint

  Date:08/19/2022

  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.

  I'm trying to withdrawal my $200. All my documents have been accepted, except them wanting a utility bill. I live with my aunt and don't have a utility bill. I talked to support and they said my car payment would work. I uploaded a screenshot of that and they denied it again saying it had to be in pdf form. So I uploaded it on pdf form and it was denied again. Them stating it wasn't a bill, but it's my entire contract. How is this not sufficient for address purposes. I've given them so many pieces of information now and this is getting ridiculous at this point there just denying me to keep the money. I just uploaded a 3rd picture of what they said they would accept and am now waiting for review which they will probably denie I've been told they would accept that.

  

  Business Response

  Date: 08/22/2022

  We have no record of any pending withdrawals for this users account. We encourage the patron to reach out to us directly to clarify what they need assistance with and we'd be more than happy to help!

• Initial Complaint

  Date:08/17/2022

  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.

  Hi. I have seen my boyfriend using this app for a while, *** always watched him play and decided to try it out. When I registered on the app, I asked my boyfriend if I could use his card and he agreed (I use his card for everything) and used his card as my payment method. Had I known this wasnt allowed, I would have just entered my own card information. Unfortunately, it will now not let me withdraw my money because of the difference in ID and payment. It has said pending for a while now and im not sure whats going to happen. I just want my money back! Someone, please help with this matter and allow me to withdraw my money.. I only want the original $250 back that was deposited. I understand that I cannot collect any bonuses, but I just want the original cash back that I put into the app. I can change the payment method whenever necessary as well. Thank you.

  

  Business Response

  Date: 08/19/2022

  Upon checking the customer's account, we see that no withdrawal was requested. We'd encourage the customer to request a withdrawal and we'd he happy to assist with processing the request. Additionally, please note section 7.2 in our terms of service, agreed to by the patron upon registration: '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.'
  
  

  Customer Answer

  Date: 08/25/2022

   
  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:08/12/2022

  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.

  I made 3 withdrawals from BetRivers sportsbook. One on July 31st for $3,500, one on August 2nd for $3,000 and one on August 3rd for $6,000. It said it should take up to 72 hours to receive. I waited that time, still nothing. My withdrawals were approved, but nothing would send to my bank account. *** contacted my bank, nothing there. Its still sitting with Betrivers. I have spoken to about 6 support people (who are apparently escalating it to risk department and payments) but nothing is actually happening. Its $12,000 Im waiting for. In this time Ive withdrew from other websites and already received my funds. At this point they are withholding my $12,000 I earned with no cause. I need it sent to my bank immediately so I can be done with this matter.

  

  Business Response

  Date: 08/12/2022

  This matter is considered resolved. Please note, these withdrawals were approved in the given time frame. Once a withdrawal is approved by us, it is up to the patron's bank to determine the processing time. Most banks are 1-3 business days. We encourage the patron to inquire with their bank to determine their specific processing times. 

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17707127
  
  I am rejecting this response because:

  I have contacted my bank numerous times and they have received nothing from Betrivers. There is no hold on my account or anything. I have also just done a withdrawal from another gaming website to my bank account and I received the funds in under 24 hours. That was 2 days ago. 

   

  I have contacted many support people at Betrivers and they say its an issue with the payments that stems from an error they were getting due to the ******** civic holiday on August 1st. My bank has always processed every withdrawal from every other website within days. This is the first withdrawal I have done from Betrivers and now there is an issue. 

   

  At the very least, just cancel the withdrawals, put it back in my account so I can withdraw using another method. This is horrible business and the fact that no one will give me a straight answer and they are always inconsistent is extremely misleading. I will not accept these responses or allow it to be marked as completed until I receive the funds. 

   

   

   

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

  

  Business Response

  Date: 08/16/2022

  We encourage this patron to contact us directly regarding this complaint as we're unable to share details on a public form for privacy reasons.