Complaints

This profile includes complaints for TwinSpires.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TwinSpires.com

  801 Corporate Dr 2nd Floor Lexington, KY 40503-5404

• 

  TwinSpires.com

  PO Box 8510 Lexington, KY 40533

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:06/09/2025

  Type:Billing 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.

  6/2/25 I got prize money from a free bet trifecta. Twinspires has not yet added the money to my account.

  Customer Answer

  Date: 06/09/2025

  
  Better Business Bureau:
  
  From ***** *****

  I just received the prize money in my account from TwinSpires. Thanks again. 
  
  

   

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:05/22/2025

  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.

  On 5/21 I attempted to make multiple withdraws on Twinspires as I have many times before around 600 of winnings. The withdraws were processed as usual. When I get up the next day 5/22, I find out that they have stopped the withdraw process, and emailed me to tell me they will only give me my money if I upload 6 very personal information documents to them. I then emailed saying I am not uploading all that private information as there was no excuse given as to why the won't all of a sudden allow me to withdraw my funds that I won fair and square. The response from Sera W from Twinspires was very hostile and I quote "No funds will be released until we have received the requested doucments." This is pure blackmailing at its finest if I have ever seen it. Then I try to log into my account to make sure the funds are still there, and wouldn't you know it they locked my account without even telling me. I even tried to change my password just in case and wouldn't you know it, the link won't even send to my email to reset it. This is pure corruption, blackmail, and unethical treatment by this site and their team. I am owed around 600 dollars and I want my money. Locking me out of my account for no reason, then forcing me to update this ridiculous amount of information is blackmail. **Im sure the response from them will be like all other negative responses that they " Found unusual activity on the account so we requested 10 documents."

  Business Response

  Date: 05/29/2025

   This has been a standard security check that happens on accounts.  We have processed a check to the address on file of funds in the account.  Player was contacted and is aware he has a check on the way.  

  He was also made aware that if a security check is placed on this account again, the documents requested would be required.  If they are not received any remaining funds would be sent to the address on file via a check withdrawal and account will remain closed.  

  Customer Answer

  Date: 06/04/2025

  
  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,
  
  ***** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:05/12/2025

  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 the day of the ******** ***** i joined Twinspires. I first deposited and bet 50.00. About 20 minutes before the race, I wanted to deposit 10.00 and place a bet. What happened was the site could not confirm my deposit of the 10.00. Every time I tried to check the site, it said balance unavailable. I was prompted once again to send the 10.00 through and place the same bet. It wasnt until after the race and when the site was able to pull up my deposits that i realized they had taken the 10.00 twice and also repeated the same bet twice. I know its not much money but I cringe at the thought that it could of been more and at the thought that surely this happened to others. I asked simply for the 10.00 back over the phone and by email and each time i was refused the refund even though one agent admitted the site had not been working during that time. She said oh yes there was several minutes that people could not get their balances or confirmations. That was what happened to me. They were not pleasant at all. I want the money back on principles.

  Business Response

  Date: 05/16/2025

  While there was a display issue for a short period of time where it showed transactions were declining when they went through, same day that the 2 $10 deposits were made and both $10 deposits did credit her wagering account balance, a withdrawal was also made back to the same bank account for $30.60.  All funds were transferred back to her bank account.  There is no funds due at this time.  She received deposits into the wagering account balance and was able to withdrawal any remaining funds back to the bank account on file. 

   

   

   

   

• Initial Complaint

  Date:05/09/2025

  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 deposited money into my TwinSpires account to wager the ******** ****** At the time I initially deposited $255 I received a message that said “Error Sorry, we were unable to complete this request. Please try again later.” I understand there may have been a large volume of betters at the time but it was a glitch on TwinSpires and the app was not allowing you to deposit money. I tried to deposit a few more times and even tried a different amount in $260 and received the same message. I closed the app and opened again to see that over $1,550 was in my account and this was a technical error. I contacted customer service and was told I have to wait until the funds process and then I can withdraw from my account. I contacted my bank to put a stop on the additional deposits that TwinSpires ended up accepting when initially I received the Error message (screenshot photos attached) I am trying to pay the money I wagered on which is around $520 but Twin Spires customer service sent an email response stating I owed $2,000 on the account. How can that be when it was my money deposited and only $520 was wagered on the ****** They locked me out of my account and I have no access but I do have screenshots to show the error that had accrued with the deposits in my account. I understand if I wagered over and over and then continued to deposit money in the account but you can see on your end the deposits into the account was in seconds. I am looking to pay the full amount I wagered but how can they claim I owe $2,000 when only $520 was wagered. I enjoy using the app and want to continue to wager in the future but this needs to be resolved.

  Business Response

  Date: 05/16/2025

  Account was and still is disabled due to all deposits made on the account before returned for Payment Stopped.  Player deposited the difference of what was in the account VS what was owed and all transactions has been paid and account is enabled.  Nothing is due and no funds are due to be refunded either.  

• Initial Complaint

  Date:05/08/2025

  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 was able to log in and place bets on ***** **** 5/3, but when I went to log in to withdraw my money, the system suddenly cannot find my username or password. I tried resetting my password, but dispitd having received emails from them, including a deposit confirmation, I am not getting a password reset email. I tried to chat with customer service, but could not get through to a human, and just sat on hold for 20 minutes. Now I'm coming here because I am quite literally locked out of my money.

  Business Response

  Date: 05/16/2025

  The account was disabled due to the deposit was returned by the bank.  Anytime we have returns or an account owes money the account is disabled and they must contact customer service for them to enable the account while on the phone/chat to make the deposit or recover the funds from the account.  Due to large number of returns after *****, this process can take a few days. The returns have been paid and all remaining funds were withdrawn to the players bank account on 05/09/25.   No funds are due to us and no funds are due to the player.

• Initial Complaint

  Date:05/01/2025

  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 a pick 4 wager via my Twinspires account for The Meadows, races 5-8. My wager was in fact a winning wager and after the 8th race was official, my acct should have been credited the $187.90 for the .50 pick 4. Instead Twinspires refunded my wager amount. I contacted their Support and was told that The Meadows canceled all wagers for race 5, which was the Start of the pick 4. That isn't true as The Meadows Website, The USTA website, WROTB all paid winning wagers for Race 5, in fact not one race was refunded on the entire race card at The Meadows on April 25,2025. The above mentioned websites and the printout of the results for the entire card, show that is a lie. Twinspires then directed me to contact The Meadows via email for further explanation since they did not have one, which I did on April 26,2025 and to date I have not heard back from The Meadows. I have been wagering with Twinspires for well over a decade, nothing like this has happened to me before nor should it be allowed to happen. What's stopping Twinspires from not honoring winning wagers in the future? It is completely wrong and I have proof that no races were refunded that day.

  Business Response

  Date: 05/20/2025

  On April 25th, our Tote servers lost connection with the Tote servers at Meadow.  This affected Race 5.  All wagers made in race 5 were refunded to all players per the attached Terms and Conditions of the site. 

  "If for some reason we are unable to commingle your wager with the host racetrack wagering pool, your wager will be refunded to your account."

  This is why her wager was refunded.  All wagers winners or losers are refunded because the players funds did not go into the wager pools at the track. Therefore they can not be given winnings from that wager pool.

  Player was credited a one time courtesy comp due to VIP status level. 

• Initial Complaint

  Date:04/14/2025

  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 have more documents to upload so please get ahold of me and ask me for them. But for now, long story short I deposited money multiple times then I won and tried to withdraw, then they asked for quite a few things and I sent them EVERYTHING they asked for except a passport card instead of drivers license because I dont have one right now and that wasn't good enough they wanted more and more and more and I've still not gotten paid. I requested a check for Exactly $500 $550 and ABOUT $1700 forgot the exact amount on that one and cannot log back in. So would just like to get paid. Thank you!

  Business Response

  Date: 04/22/2025

  Do to unusual activity on the account, additional documentation was requested from *** *******.  Documents that were received had been altered.
   Per the Terms and Conditions listed that were agreed upon when the account was created, “TwinSpires.com also reserves the right to close an account for whatever reason and without explanation, for any reason it deems necessary, including but not limited to for compliance with applicable legal or regulatory requirements, in cases of suspected illegal or fraudulent activity, outstanding funds owed, or other improper or abusive behavior . Except in the case of theft, fraudulent, or other actual or suspected illegal activity, in circumstances in which funds remain subject to ACH returns, credit card chargebacks, or otherwise returned (in which case funds will be retained until all applicable time periods have expired).”

• Initial Complaint

  Date:03/31/2025

  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 have been wagering at Twinspires for years. I had approx $153 in my wagering account. I tried to transfer it to my Chase bank account and it wouldn't go through and the problem was Twinspires. I called support and gave them the info they needed. They then told me that money was being held because I owed money on some kind of returned advances with ********** and they were their "affiiate". I told him that was an error and that my bank would not have advanced money to me in the first place if they didn't have the funds in my account. He got very rude with me and basically kept my winnings that I won at TWINSPIRES that had nothing to do with BET AMERICA and a dispute with them from 2022 which I remember they told me there was a glitch or something back then. I don't think********** even exists anymore. I feel in fact my money has been stolen out of my legitimate account with TWINSPIRES and I want a check for the amount taken as soon as possible. The guy from Twinspires seemed confused and was giving me all these amounts and saying he "misspoke" and I have no idea what he was talking about. The fact is we opened an account with TWINSPIRES. They were only too happy to take my deposits and allow my wagers and show my winnings on my account on numerous occasions only to do something like this when I tried to make a withdrawal . I even had two races still bet and when I tried to log back in I couldn't. I see you have had success in helping other people they were not paying and hope you can help me too. Thank you!

  Business Response

  Date: 04/13/2025

  At this time the account is closed and will remain closed until debt paid on the account that owes funds.  A check has been processed for the remaining funds and mailed to the address on file.  Please allow up to 15 business days to receive the  check.  If during random checking of accounts, it is found that there are multiple accounts in the same household and one account owes money, all accounts at the same household are disabled until the one with the debt is paid.  

  Thank you, 

• Initial Complaint

  Date:03/18/2025

  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.

  The site ************** is fraudulent, they accept credit card money for betting on horses. Lure new users with lucrative bonuses. In the end, if you win something from them, they simply block the account at the time of withdrawal. They ask you to send them photos of your personal documents and means of payment, in my case a credit card. Anyone knows that this is not allowed. Specifically, I made a deposit of $500, won around $1000, I withdrew about $400, the rest of the amount they blocked along with my account without explanation. Management of **************, do you want a lawsuit? Let's meet you in court, I want a company like you to never be on the market again.

  Business Response

  Date: 03/20/2025

  Players account was flagged for suspicious activity.  We requested ID docs and proof the Credit Card used is in their name.  This is standard for flagged accounts.  At this time she has been notified the account is active and she can make the withdrawals she requested. We did not keep her funds we were simply waiting for the additional documentation we had requested to verify certain account activity.  

  There is no refund do, as her account is enabled for her to withdrawal any funds that are left in the account.  

• Initial Complaint

  Date:01/28/2025

  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.

  TwinSpires opened me an account on Jan. 19, 2025 and received a $205.00 deposit from me. Funds came from my ******* *** checking account funded through my **** **** Only 2 days later I attempted to withdraw $20 from my account as a test as I had some concerns and wanted to verify worked as it should. This is when I found out TwinSpires had locked me out of my account. I called customer service several times over the last few days only to be told conflicting and incorrect information. Essentially they now claim that my initial payment raised flags apparently well after the fact and that they are entitled to confiscate my funds. I requested they close my account and return my deposit to the same card I used to fund the account. The customer service representative insinuated the card was not mine and they now wanted me to send them copies of my back statements, front and back of my Social Security card, Drivers license, a 2nd government ID, utility bills from the same address as my card and a recent W2 with all that info matching the card address I used. If I couldn’t or wouldn’t send it then there’s nothing more and I’m forfeiting my deposit. I have explained numerous times I would not be comfortable sending anyone let alone a company which clearly has problems even processing a simple new account and who’s protocols are obviously incorrectly flagging accounts that information. I have zero confidence they’re even capable safeguarding it. All I’m asking for is my money to be returned and account permanently closed. I have no intention of ever doing business with an organization like this. The charge on my account states Churchill Downs for $205.00 Jan. 19, 2025

  Business Response

  Date: 01/28/2025

  We have processed a check withdrawal to the address on file on the account and account will remain closed until player provides documentation that was requested.  Below is email sent to player 

   

  This flag is for the security of not only our site but you as well.  Deposits being made by a credit card then without any wagering funds being withdrawn to a different method does raise a flag.  This is why we ask for the documentation that we do.  To verify that it is in fact you that opened the account and you that used your personal credit card to fund it.  This protects you against your information being used to set up a wagering account and it being funded without your knowledge and us from fraud as well.  We do ask you to provide the documentation to verify that this is in fact Allen Fogarty who made the account, funded it and requested to withdrawal funds.  I will not be processing a withdrawal to a different bank account. I will request a check to be sent to the address on file on the account.  If you wish to open and use the account we would require the additional information to verify account set up.  
   
  If you have any questions please feel free to contact us.