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:05/16/2024

  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.

  In my opinion, this is scam site. We bet on the Kentucky Derby for fun. Site said if sign up for some payment site, there’s no fee. Well, I won and went to request a check to be sent ( website says no fee). It popped up as a $30 fee. In any event, I never even received the $129 balance. I can’t get a response out of them. No email saying, hey your check is being mailed to you. Pay me what you owe me!!

  Business Response

  Date: 05/18/2024

  Once you set up ACH (EZ Money) and you make your first deposit. That deposit has to clear which is a 4 day process.  Until then the bank account entered is NOT verified.   After the 4 days and the bank account is verified there is NO fee to withdrawal the funds back to the same bank account used.  

  If you wish to request a check withdrawal we do have a standard free USPS check withdrawal option if you select Overnight there is either a $23 or $43 overnight fee to send the check Fed Ex.  

  ***** ***** did request an EZ money ACH withdrawal back to the bank account on file on 5/11/24 and it was completed. 

   

  There is no funds due to the player at this time.  

  Customer Answer

  Date: 05/19/2024

  
  Better Business Bureau:
  
  

  Hi

   

  This issue has been resolved. You can close out your file. 

   

  Thank you

  ***** ****** 

  Sent from my iPad

   

  ***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:05/13/2024

  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.

  We attempted to bet the Kenmtucky Derby using the ************** link shown on the national TV broadcast of the Derby. We registered, won 10 on the race, and saw our account online on May 4, 2024. Today May 11, 2024, ************** denies we registered with them and the charge on our credit card was for a company call "Kansvisuality" who claims to be a "General contractor residential and commercial" the amount of $109.75 was fraudulently charged. The Chase credit card company cancelled our card to prevent further fraud and confirmed this company is a Nigerian based fraudster. Such a bad experience with Twinspires, we want to warn the public of this danger. Never bet with **************!

  Business Response

  Date: 06/02/2024

  We do not have an account in our system for this customer.  Any deposit credit or ACH would have shown either Twinspires or Churchill Downs on their statement.   We have no affiliation with the company that name is listed as on their statement.  I would advise them to contact their bank and dispute that transaction.  That will return it to whoever removed the funds in the first place as we do not have an account.  I'm not sure who they did the wager with but it was not Twinspires.  

   

   

• Initial Complaint

  Date:05/09/2024

  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 been putting in bets with ************** for 4 years. I write down all of my bets, the amount, the Horses, the way it was bet. This year I put 2 bets on the winning Horse. They didn't give me credit for the Win, alot of my bets logged on my Purchase History were not what I put in. I have called Customer Service 3 times. They said they are answering hundreds of calls about this. I bet $2 on the #3 to Win, and $10 to Win, the odds were 18 to 1. So the Win should have been $36 and $180. I know this doesn't seem like much, but if they are doing this to thousands of other people, it would add up.

  Business Response

  Date: 05/28/2024

  Customer called in day after Derby, May 5th.  She was told the wagers she thought she made were not on the account.  We can not change, delete, remove, add wagers to any account.  Only the account holder making the wagers can do that.  All wagers were placed online and all on the same IP address.  The history of wagers is attached.  **** **** did have 2 wagers that did not go through because the pools had closed which means it was close the the race going off.  

  She wanted to talk to a supervisor immediately. Supervisors do not take calls off the floor agents do call backs.  She was not told we have thousands having the same problem she was told that supervisors were working through thousands of tickets and they were being worked in the order received.  These were tickets for all kinds of reasons.   We had no other complaints on Derby of peoples wagers missing.  

  She was called back by a supervisor and explained this but said she was still filling a complaint with the BBB.  She was told by the supervisor no credit is due as the wagers were made by her, online and all on the same IP.  There is nothing to show anyone else accessed her account and removed wagers. 

  At this time she decided to close her account and what funds she had in it have been sent to her and the account closed per her request.  

• Initial Complaint

  Date:05/09/2024

  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 opted into a bet they offered on Saturday may 4th that I would get $5 back if I bet $20. I bet 3 $6 WPS bets and a $2 place bet for a total of $20. I have been on the phone for almost an hour now and keep telling the woman this and she is telling me I cancelled my bets which I did not and that I only bet $14.

  Business Response

  Date: 05/30/2024

  The promotion does state that Show wagers are excluded.  

  That means when **** ****** made the 3 wagers that were $2.00 to Win/Place/Show making it a $6 wager, only $4 of that wager counted toward the promotion since the show wager section did not count.  

  So while she did wager $20 that day it only counted $14 since $6.00 of those wager were considered Show wagers since they were in the Show pool.  

  All information is shown attached as well.  

   

   

• Initial Complaint

  Date:05/06/2024

  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.

  On 05/04/23 I place two bets, $25+$5 fee for a total of $60 on two horses using the TwinSpires app for the Kentucky Derby. Both bets were to win $25 on ******* ***** (11) and $25 on ****** *** (3). After checking my app on 10-1 wining odds I noticed a $25 payment. Upon calling the business I was told there was only one bet on horse (******* ****** and no bet for ******* ***) the winning horse. I was informed there was nothing they could do besides have a supervisor call me back which didn’t happen. I have submitted the screen shots showing two separate deposits of $30 total of $60 yet they only have one bet for $25. Once the winning horse won that I picked mysteriously that bet no longer shows. I want the company to pay my winning and an apology from management. I’m a 100% disabled veteran on a fixed income and have never gambled on using these shady apps but my son was home and we did it to have some fun. I’m appalled these sites can rob people then think there is nothing you can do about it. Please help me resolve this matter.

  Business Response

  Date: 05/06/2024

  *** ******* did attempt to make a wager on the # 3 horse on Saturday May 4th. However he did not have the funds in his wagering account to make that wager. 

  Please see attached not only account history for that day but also his wagering history that shows attempted wagers. 

  The wager in question he attempted at 16:01:33 and received a message that the account balance is less than cost of transaction.  

  He then did a PayPal deposit for $25 at 16:02:09.  

  He never went back and made that wager.  Once you leave the wager screen to make a deposit we do not auto submit a previous wager you attempted.  You must go back and make that wager again once you have the funds in your account to cover the cost of the wager.  

  There is no refund due as his money was not wagered into the track pool of funds.  

  His wager was NOT completed and did not go through because he did not have enough funds in the account at the time he attempted the wager for it to be placed.   

  It is the players position to go back and place a wager after they have made a deposit. 

  There is no credit due to the player.  

• Initial Complaint

  Date:05/06/2024

  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.

  My wife got an email from TwinSpires and went to try to bet today. Now it says you can’t bet in Arizona. So tried to get money back and I tried EZpay. It’s not working so tried to get a check it’s not working. Tried to call no pick up. Seen on line that Church hill downs shutting down TwinSpires.

  Customer Answer

  Date: 05/06/2024

  
  Better Business Bureau:
  
   

   

  They have sent me back my refund thank you. I couldn’t even bet because I live in Arizona but never told us.
  
  

   

  ***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:04/29/2024

  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.

  They let me deposit money make some bets and when I try to withdraw my money they decide to lock my account and tell me I need to give them a bunch of personal information. I called and was told they would call me but all I get is emails asking for personal info.

  Business Response

  Date: 04/30/2024

  We have enabled the account and processed an overnight check withdrawal to the address on file at our cost.  This was caused by an error on our side and it has since been corrected.  The check will be mailed out today 4/30/24 and once I get the tracking # from accounting this afternoon I will forward it to *** *******

  Thank you

• Initial Complaint

  Date:03/19/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 signed up for an account on their website for horse racing. I input all of the required information requested when creating the account and began depositing. I have had the account for a dew weeks and had no issues depositing money on to their platform. Sunday I won $3,000 and made a request for a withdrawal, the only option was to have a check mailed to my residence. I confirmed my address when requesting the check and submitted successfully. Monday I went to check the status of that check and could o longer log in. I called their customer service and was told my account had been disabled. It is very concerning that all the time in was depositing money into their platform there was no issue but the second I won they shut my account down. At this point I have called multiple times to get my money sent to me and have been told I need to send them a picture of my drivers license, bank card, social security card and utility bill. I have no issue sending the drivers license and bank card to verify but I am not willing to send my utility bill or social security card to this company. There is far too much identify theft going around to provide this sensitive information. I have told them I would send drivers license and bank card and this is apparently not good enough. It doesn't even seem legal that a company can take my money and then the one time I win they are trying to not pay it out to me. I have used other apps in the past without issue and without providing this sensitive information. At this point I am concerned they are not going to honor their end and pay me my winnings and need help to get this money sent to me.

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Have experienced several shady things including having a active bet that was declared a loser despite not being run. Even things declared winners are not necessarily put in your account. Tried to speak to someone higher up but get the run around. I have screen shots of the ones I actually caught. Think intentionally or unintentionally customers are being ripped off. All bets have an ID but for some reason customer service can't pull up bets with this?

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  see Attached document