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:01/27/2025

  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.

  About over a month ago I payed 2,000 to twin peaks by accident.I was going to bet 500 dollars . But I made a decision this is not a good idea to gamble. So I pushed deposit when I should have pushed withdraw. I pulled out 2,000 dollars out of my account on accident. They put a hold on my refund because I didn't make a bet. They have received all the proof of my identity driver's license social security card cox bill statement in my name with address and bank statements with my name on it from ****** I like to resolve this issue and get my refund back of 2,000 dollars. I seem to be getting no where and there giving my the round about. Thank you and this is the second time I have wrote to you because I forgot to put my email in.

  Business Response

  Date: 01/27/2025

  We have processed the withdrawal to the address on file. *** ******** has been notified via email of all information regarding his account and the withdrawal.  He has been advised to please reach back out with any other issues.  
  

• Initial Complaint

  Date:01/22/2025

  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.

  Received a letter in the mail saying I owe them $2000 and some change... just wondering what this is about? I do not recognize this charge

  Business Response

  Date: 01/22/2025

  Please contact us at ************** to discuss the account.  We can not provide details of personal account through this complaint.  We are open 7 days a week from 9am - 10pm EST.  You may also go to ****************** and choose to chat with a live agent as well. 

   

  Customer Answer

  Date: 01/22/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  
  

  I dont understand you is this fraud or a scam everyone else who contacts you and doesn’t recognize the charges gets a proper response from you on this website I don’t recognize this charge please contact me on here to give me the next steps to stop this collection effort

   

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

• Initial Complaint

  Date:01/15/2025

  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.

  My personal information was comprised and fraudulent charges hit my Visa. *** ************** charge hit my account June 17, 2024 in the amount of $600 for wagers. I had never heard of this company and I have never had an account. The fraudulent charges were immediately disputed and bank account numbers were changed. Twinspires.com returned the funds to Visa, who returned the funds to my credit union, who returned the funds to my account. Twinspires.com then mailed a demand letter to pay the $600. The balance is now in collections. They are unwilling to provide information regarding the fraudulent account - and even though it was found fraudulent and funds were returned, they continue to harass me to pay the balance.

  Business Response

  Date: 01/20/2025

  All accounts that have a balance due for more than 45 days, do get sent to outside collections.   Multiple emails as well as collection letter is sent before that.  Once we are notified that someone has claimed fraud, we do ask for a police report. This not only helps us but also helps the consumer, as to create an account with us you must have full personal information including DOB, Social Security number and up to date address information as well.  If the consumer did not set up the account, this means their personal information has been compromised and a police report for identity theft becomes  valuable thing to have, as usually these scammers do not stop at just opening one account at one place with your information.  Once that is received we do go ahead and remove that account from outside collections, the wagering account is permanently blocked and no further collection attempts are made.  

  This is a standard policy if anyone is stating they never created the wagering account. 

  Customer Answer

  Date: 01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: we did not receive emails regarding the balance, as the account was fraudulent and email address used was not ours. A police report was submitted. It was vey much a formality required only by Twinspires. The police would not investigate because Twinspires returned the funds. Obtaining a police report was added stress to a victim of identity theft and waste of time for all parties. Every other retailer accepted the fraud and did not come after us for the money. The bank considered this matter resolved as the funds were returned. My recommendation would be to go after whomever has access to the email address used for the account. I would like confirmation in writing that the fraudulent account is closed and our personal information is removed from Twinspires records, in addition to a written letter confirming this matter has been resolved and collection efforts stopped.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/29/2025

  Notice was sent to *** *** *********** ******* on 01/16/2025 that this debt was a result of fraud and to close out any collections accounts and stop all attempts.  There should not be any further collection attempts as it was closed as fraud.  Our internal system has it marked as fraud as well so we will not be attempting to collect any funds.  If you received any letter that was dated prior to 01/16/2025, please disregard it as the collections account has been closed. 

   

  Customer Answer

  Date: 01/29/2025

  
  Complaint: ********
  
  I am rejecting this response because: I requested removal of my personal information - to be destroyed and/or deleted - from their records. The response does not address this. They are unwilling to provide what personal information they have, so I am unsure what should be destroyed or deleted. My bank and the police officer thought this business was trying to scam us. So I am VERY uncomfortable with them retaining any personal information.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/17/2024

  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 the same problem as the other person filing a complaint about twinspire. I have never used them yet they are saying I owe $275. Now I need to file a report and jump through hoops.

  Business Response

  Date: 12/19/2024

  If someone claims they did not create an account, we do ask for a police report to be filed. This is something that is beneficial to the victim as they will need it in the future as that means their identity has been stolen and used to create the account.  To open an account you have to have Name, DOB, last 4 of social, address which is verified against a 3rd party verification system.  Police reports helps us as well as sometimes the police will decide to open a case and subpoena information to go after those responsible.  

  Once a police report is received we close the debt owed and account can never be opened again.  

   

• Initial Complaint

  Date:12/02/2024

  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.

  It takes an act of God to get them to pay you anything. I have a balance of $100.23. They allow me to gamble with it but they are refusing to return the money to me which is my prerogative.

  Business Response

  Date: 12/05/2024

  *** ***** did a deposit on 11/29/2024 using our ACH Funding option.  ACH takes 4 days to process through both bank accounts.  During that 4 day period you can not withdrawal that deposit amount.  If you win, you can withdrawal any winnings above that deposit amount, but as long as you have an ACH deposit pending in our system (which it stays pending for the 4 days until the process completes through both bank accounts)  you can not withdrawal that amount until that deposit clears.  

  The clear date was Dec 3rd.   On Dec 3rd that transaction cleared and *** ***** did withdrawal the funds left in his account balance.  ACH is not an instant service, it is basically an online check that we have to let clear both bank and ensure it is a valid bank account and we receive the funds before we let those funds be withdrawn,  yes you can use those funds to wager with but can not withdrawal them until the original deposit clears. 

  I hope this helps clarify the situation. 

   

• Initial Complaint

  Date:11/04/2024

  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.

  Received a letter from Twinspires stating that i owed $275 and i had 14 days to keep my account in good standing or it would be turned over to collections and could affect my credit. I have never had an account with Twinspires and have never done online gambling. I talked to *** at twinspires fraud dept and she said i needed to file a police report stating i never opened the account. This sounds suspicious so i called local police and they have never heard of this either. Could you let me know if this is legit or a scam. I asked *** to give me the last 4 digits of the account and she couldnt do that. She said it was paid through EZpay. Any help would be appreciated.

  Business Response

  Date: 11/04/2024

  The reason we ask for you to file a police report if you are claiming fraud, is for your protection. To open a wagering account someone would have had your full name, address, Date Of Birth, and last 4 of your social.  This is you filing a police report for identity theft.  Sending us a copy of that reports helps verify this is a fraudulent account and is needed to cease all collections efforts.  ************** is a valid horse wagering website owned by Churchill Downs the home of the Kentucky Derby.  

  We are not trying to scam you in any way, we send out the collection letters because that might be the only way someone finds out their identity was stolen and has been used to make accounts.  

  Hope this helps clarify why we ask for you to file a police report.  It will benefit you going forward if any other accounts were opened as well. 

   

• Initial Complaint

  Date:07/22/2024

  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 May 2, 2024 I signed up for an account with Twin Spires for horse racing. I input all of the required information requested when creating the account and made a deposit of $105. By the end of the day my winnings brought my account balance to approximately $380. I do not know the exact amount, because they will no longer allow me to log into the app or tell me my balance over the phone. Several weeks after I opened the account, I attempted to request a withdrawal - but for some reason was no longer able to access my account. Finally on July 2, I called and spoke with representative ***** ** After verifying all of my information and explaining the situation, he ultimately told me that I could not access my account, transfer any money, or even be mailed a check without sending multiple documents containing extremely sensitive identification information. This is also when I found out my account had been locked from any and all access from behind the scenes without any notification provided to me. I have included Jason’s subsequent email correspondence below. The latest call was placed on July 19, when I spoke with representative Parker. She told me the same thing, despite my concerns about identity theft and Twin Spires’ poor ratings and expansive list of similar complaints with the Better Business Bureau. At this point, Twin Spires is holding both my money and my winnings, and are now refusing my access to any of it. I have used numerous other apps and services in the past without issue and without ever providing this much sensitive information. At this point I am concerned the company is not going to honor their end and pay me my winnings, or even refund my initial deposit, and would like assistance resolving this. A paper check needs to be mailed to my address for the full account balance to resolve this issue. Thank you!

  Business Response

  Date: 08/04/2024

  I have processed a check withdrawal to go out Monday 8/5/24 via Fed Ex.  I will email **** ******** Monday afternoon with the tracking information.  She should receive the check via *** ** on Tuesday for the account balance of $346.53.

  The account was originally closed due to duplicate ******* meaning the ****** account she made the deposit from was already on file on another account.  So we close the account and ask for verification.  

• Initial Complaint

  Date:07/22/2024

  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.

  Twinspires is the most crooked online betting app I have ever dealt with. I won 2 very high paying bets in the 10s of thousands and they said their "betting system was down" then they refunded the money i bet after the fact, not the payout. I also have around $5,000 in my account and they won't unlock my account so i can withdraw it. They won't even send me a check. I have provided all documents proving I am who I say I am, it still does no good they just keep coming up with more and more documents for me to provide. This company needs to be investigated for fraud.

  Business Response

  Date: 08/04/2024

  As for the refunded wagers, per our Terms and Conditions attached - IF for some reason we are unable to commingle your wager with the host track wagering pool, your wager will be refunded to your account.   This be due to if we were not able to commingle his wager and money into the track pools, then those pools can NOT pay him out as his funds were not in them.  For those reasons if there is any technical problem with a race or wager type for any track, those wagers will be refunded for all players.  

   

   As for the balance in  the account, on July 22, 2024 a check for the balance of $2679.12 was sent first class mail via USPS to the address on the account that is listed below. 

  *** ********* ** ******** ** *****

   

   

   

• Initial Complaint

  Date:06/10/2024

  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.

  On 6/7/2024 I opened a online horse wagering account at **************. During the process of opening a account it asked for various things to prove your idenity. Such as first and last name, along with your address, and your dob and the last four of your social security number. Afer entering the information, the prompt said I had successfully oppened my account, and to deposit now to capitalize on there current bonus offer for new account holders. I then made a intial deposit of $500 dollars using my bank account. I was able to wager on races for about seven to eight hours with no isssues. I then requested a 1,000 withdrawal using paypal, and then another 1,000 withdrawl using paper about a hour later. Shortly after the second withdrawal I received a email stating the withdrawal had been cancelled and to contact support. Which I did and was asked for my DL, SS card and utility bill to confirm my idenity. I uploaded that material within 15 minutes. I then contacted support to let them know i had uploaded there request and then was asked for a voided check, which I did also. During this time they also made my account unacceisable. To the best of my knowledge my account should have three to four thousand dollars. After uploading voided check I have contact there support by phone and online chat and have only been told that they can't provide a timetable of when the review will be done or started. Now, this only took place when i requested a withdrawal. They where fine with myself depositing and wagering all day. Second, if there system thinks im not who I am, or whatever flag its causing, then my account should have never been opened and allowed to deposit and wager. Eitherway there system is flawed with there software and also the customer service skills. I'm demanding access to my account and to be able use the funds in my account to withdrawl to the method of my choice.

  Business Response

  Date: 06/30/2024

  This account was sent to our compliance department for review, all information that was provided to us was given to them to review.  Those reviews do take some time to complete.  That has been completed and we have issued a check withdrawal to the address on file for all funds that were remaining in the wagering account. 

• Initial Complaint

  Date:05/23/2024

  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.

  TwinSpire is refusing to issue me a check for the balance in my account. I have provided AMPLE amount of information to confirm my identity. WAY more than is necessary or that I am comfortable with. They said I had to provide drivers license, ssn, proof of my residence. I sent all that info. Then they said they needed a statement from the credit card and a voided check. Apparently the last 4 of the credit card they have on file isn't even one that I have and then they are saying the bank account is incorrect but it's the ONLY bank account I've used for the past 4 years! They now have all of my highly sensitive personal information AND my money! Why would it be necessary for them to confirm this information that is IRRELEVANT to them cutting me a CHECK and mailing it to my house for my balance! This is not a wire transfer. This is not a refund on my credit card. I believe this is a scam, because they make it so difficult to get your money, that most people probably give up in all the hoops they make you jump through that are outrageous. They need to be investigated for poor business practices!

  Business Response

  Date: 05/26/2024

  The account was closed down and additional documents requested due to flagged activity on the account.  While many documents were received we never received proof the credit card used for large deposits were in the name of the account holder also no proof the the bank account entered online belonged to the account holder either.  At this time  the account will remain closed.  A check for the remaining funds in the account has been processed to the address on file.