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Business Profile

Casino

Rivers Casino

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/17/2025

    Type:Product Issues
    Status:
    Unanswered
    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 June 16, 2025, I visited Rivers Casino ***********. After gambling, I approached the Rush Rewards desk to ask if an unused comp could be reactivated for food. When they declined, I asked for an explanation of how comps are calculated. A manager named ****** told me I had bought in for $365,000 in the past year, lost only $700, and received $700 in comps. I explained that I had never walked away with any winnings and had always lost the money I played with. This raised concerns that my losses and comps were being tracked inaccurately.****** told me my current comp balance was -$183. I expressed my frustration and said that I would return and ****** $10,000 without taking any comps, and if the comp tracking was still off, they owed me $1,000 in free play. She said there was nothing she could do. I was not aggressive, never used inappropriate language, and did not threaten anyone.However, when I returned to the casino on June 17 to ******, I was denied entry and told I was banned for 14 days because I allegedly threatened to follow the manager. This is completely false. I never said that. I was calm and professional throughout. Security told me if I returned during the ban, I would be arrested.This accusation is false, damaging, and appears retaliatory because I challenged the comp tracking process. I was not given any written notice or chance to explain. I have spent hundreds of thousands of dollars at this casino and have always been respectful. This treatment was humiliating and unfair.I am requesting: A written explanation of the 14-day ban Clarification of what was reported to the Illinois Gaming Board Review and correction of the false allegation Breakdown of comp and loss tracking A written apology if warranted

  • Initial Complaint

    Date:05/01/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 an account with sugarhouse also knows as Bet Rivers Casino in **. I made two withdrawals $20.30 & $65.40 which were deposited into ky checking account ending in 4562 on 4/28. I have two pending withdrawals $256.03 & ****** going to same checking account ans they requested documentation they approved it and now is saying i owe them money after my withdrawals.

    Business Response

    Date: 05/01/2025

    Based on the claims, this complaint is incorrectly lodged against Rivers Casino ************************************************** has no ownership or management responsibility for SugarHouse HSP Gaming, L.P. d/b/a Rivers Casino ************ or for the associated online sports betting operations. Please re-direct as appropriate.

  • Initial Complaint

    Date:02/12/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Rivers online casino will not let me withdrawal my money. They state I have to show proof of a bank account that does not exist. After numerous inquiries trying to explain what may have happened they refuse to help. They will not return my cells, emails, or help to resolve the problem at all. All I want is what is mine to claim. Terrible customer service. It is now at a point I feel Im being scammed

  • Initial Complaint

    Date:09/07/2023

    Type:Product Issues
    Status:
    Resolved
    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 was at Rivers Casino on September 7, 2023, at 7:00 am. I tried to get cash of $140.00 from the **** The *** did not distribute the money but the money was deducted from my bank account. I reported to the Rivers manager. He said they have had a lot of problems with the **** He charged me $7.95 at the cash window to get $200.00 because the *** was not working and there was no out-of-order signposted.This is the second time in 2 weeks that Rivers Casino's *** did not give the money but charged my bank. On August 31 the *** took $400.00 from me. I filed a dispute but have to wait 6 weeks for the dispute claim to be decided. They said there will be no guarantee I would get the money back

    Business Response

    Date: 10/16/2024

    Rivers Casino does not own the **** at the casino. Rather, the **** are owned and provided by a third party. According to the third party provider at the time of our inquiry, there had been no record of any dispute or charge back request made by the customer concerning the dates in question.  
     
    Despite not owning the ****, Rivers was sympathetic to the inconvenience suffered by this customer.  Our records indicate that during the time that the **** were not working properly, the customer on two occasions withdrew cash from the Casino's Cage.  Although Rivers' Cage charges a higher fee for cash withdrawals than at the **** per standard policy and procedure, Rivers waived the difference on both occasions, therefore charging the customer what he would have paid in fees had the **** been functional. Rivers therefore considers this matter closed.  
     
    It is our understanding that the customer has frequented ********************** several times since the occurrence of the incidents in question.  Rivers sincerely appreciates his patronage and will continue to strive to provide an excellent customer experience for all of our guests.  

  • Initial Complaint

    Date:05/04/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Last year I had an interview for the company (at a walk-in application day) to be a revenue auditor and was told I would be contacted if the company was going to move forward with my application. This year, nearly 6 months later, I applied again at the walk-in interview for a totally different position having to do with recruitment & stayed at the office for 2-hours. When I was told maybe someone from the hiring team would be interviewing me, I had to leave because my part-time job was starting so the management said theyd get in touch. When no call came in, I went back to apply for another position & that was an entry level job, and landed another interview. Just a week ago the department lead interviews me & said they would train for the position, then that he said he wanted someone who studied HR, next contradicted himself and said he wanted to hire a seasoned person for the job; when the position stated entry level. That hiring manager also said theyd been looking for candidates for over 3-months & not in a hurry to fill it. Im in my Masters program with over 10 years of project management & consulting experience. So this week on Wednesday I headed back to the office for walk-in interviews when the same recruiter seated me in an employee office and said that I was not welcome to interview for anymore jobs and that I might as well not run the department around in circles. I asked why and he simply said that he gave my resume to 4-different managers and they denied my resume so I might as well not bother to come in again! Not only was that recruiter yelling at me in the office harshly to not come back, he also stated that the person who interviewed me for the HR job was the head of the office. Interesting ethics this company has. I asked for the HR directors bosses info and the recruiter refused to give it to me, and said to email him if I wanted to contact VP of the company. Well I found the VPs info online and emailed her just today about the experience.

    Business Response

    Date: 05/10/2023

    Rivers management has reviewed complainant's claims and has looked into this matter.  Based upon our findings, Rivers stands on its decision not to pursue further career opportunities with complainant at this time.  In short, complainant attended several walk-in interview sessions that Rivers hosted over the course of several weeks, expressing interest in a myriad of positions ranging from Marketing Manager, Revenue Auditor, Credit Executive and HR Hiring Manager.  Based on appropriate factors, including, but not limited to, interview presentation, background and experience, the complainant was not selected for the positions desired.  Rivers considers this matter closed.

  • Initial Complaint

    Date:04/28/2023

    Type:Product Issues
    Status:
    Answered
    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 made numerous deposits with this business. SugarHouse Casino app to be specific. I do not have the total at the moment but it does exceed 100 dollars. There has been no hiccups or anything for some time. Less than a year of sporadic gambling. To no avail. However I deposited a few times one day and happened to have enough to warrant a withdrawal. $1198. The timeframe for the transaction went past the deadline so I made an inquiry. This is where they immediately put a restriction on my account. I could not do anything to withdrawal the money. Or deposit anything for that matter. They told me that I should have a ***** talking to with one of my associates that happens to also play at one of there casinos. As you can imagine it could be anyone, I dont know who they would even begin to consider being an associate of mine. Days and days went by of attempts to resolve this problem. They started to leak information every so slowly. First it was 100 debt. I argued to no avail. I then offered to pay this bogus debt to which which they agreed . The offer was denied and that is when they said it had to do with a chargeback. No further information. They said they couldnt disclose any information about it. After a few more support chats and phone calls. I was given a name twice. Well I reached out to said party and told them the dilemma I was facing. They contacted the support team to which multiple options were given to remedy the problem. Each time an attempt was made, a refusal and change of rules came about. Money was deposited and subsequently refunded. Taking the maximum amount of time to complete. Every solution they gave was ultimately denied and the rules changed. I have not seen any money and now they refuse to help at all. I am at a loss and now Im stuck with a loss of money. For a alleged chargeback that happened on someone elses account entirely using a friends card. Now I had zero knowledge of any of that , yet still face the consequences.

    Business Response

    Date: 05/10/2023

    This complaint appears to be directed at a different entity: Sugarhouse Casino.  Sugarhouse Casino is a separate entity located in ************, ************ under separate ownership. It is not Midwest Gaming & Entertainment, LLC, d/b/a Rivers Casino *********** ("Rivers ***********").  Rivers *********** therefore requests that this matter be closed.  Thank you. 

     

    ***********************

    General Counsel

  • Initial Complaint

    Date:04/09/2023

    Type:Billing Issues
    Status:
    Answered
    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 April 7 I was charged $350 for a smoking fee in the hotel. I did not smoke in my hotel room. I contacted the hotel and they stated that an alarm had gone off indicating the use of tobacco in the room while I was asleep.

    Business Response

    Date: 04/19/2023

    It appears this complaint was lodged against the wrong entity, as Midwest Gaming & Entertainment, d/b/a Rivers Casino *********** (which is located at *********************************************************************), has never owned, managed or otherwise operated a hotel. We therefore ask that this complaint be dismissed in its entirety.   

  • Initial Complaint

    Date:03/29/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I deposited money on bet mgm almost a year ago for them to lock my account so I sent the documents per their request and they have yet to release my money or unblock me so I cn cash it out

    Customer Answer

    Date: 03/29/2023

    Online 

    Business Response

    Date: 04/10/2023

    This response is on behalf of Midwest Gaming & Entertainment, LLC, d/b/a Rivers Casino ("Rivers Casino").  The Complaint references and issue with "Bet MGM." BET MGM is not affiliated in any way, shape or form with Rivers Casino. Therefore, this complaint appears to have been incorrectly forwarded to Rivers Casino. Please re-direct and close out accordingly. 

     

    ***********************

Rivers Casino is NOT a BBB Accredited Business.

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