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:08/14/2023

  Type:Product 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 8/12/23 I placed a $270 Show wager on horse #3 in Race 7 at DelMar. Somehow from the time the wager was placed to the time the race was finished and made official my bet was changed to a Win wager. My horse finished 2nd so I did not get my Show wager that the payout was $6.20 per $2 dollar bet. This is probably about the third time my wager has been changed from a Show wager to a Win wager and I have not received my winnings. Either you have somebody hacking your system and collecting the money or something or what is going on I don't know. I have wagered with Twinspires for over 20 years.

  Business Response

  Date: 08/24/2023

  Player called in 8/12/23 and admitted that he selected the wrong wager type.  He wanted to do a Win wager but he made a Show wager.  This wager was made on his device by himself.  No one changed his wager after it was placed.  It is the players responsibility to verify the wagers they made and cancel any that they did not want. 

  Player spoke with VIP and they agreed on a $25 courtesy comp, but explained he needs to go to his wager history and look at the wagers he made to verify them.  

  Player did receive the $25 credit to his wagering account on 8/13/23, and was satisfied with this decision. 

  Customer Answer

  Date: 08/25/2023

   
  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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:05/09/2023

  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 bet and won and now they won’t give winnings. It says confirm account but it is the same bank that took my bet out of - my account is confirmed. I want my winnings please!

  Business Response

  Date: 05/18/2023

  Anytime you set up EZ money (ACH) funding it is like an electronic check.  It takes 4-5 days to fully process and verify the bank account. After you have made your first initial deposit you can not withdrawal back to that bank account until it is verified which takes the 4-5 days.  After that time you can withdrawal any amount over any pending deposits you have.  

  For this account on May 10th they did log in and do a successful withdrawal back to that bank account. 

• Initial Complaint

  Date:02/22/2023

  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 February 20th, I bet on the Twinspires App, I had 3 bets, Aqueduct starting in Race 7: $20 double All with 2, payoff was $55.75 for $1 bet I should of received $1115.00 for my winning bet, which was received by Twinspires 20+ minutes before race 7 went off. Bet was accepted and money for the bet was withdrawn from my account. I have a screen shot of the accepted wager. My second bet with Twinspires was a $20 dollar daily double at Oaklawn Park starting in Race 6: 10 with 7, payoff for the winning wager that I had placed was $5.10 for $1 bet, I should of received $102.00 for my winning bet. I also have a screen shot of the accepted wager. My third bet was a losing bet of $16.00. Total winnings of $1217.00 should have been placed into my account. Instead, I received a refund 2+ hours later after the race was over with no explanation. I have the screenshots of my accepted account wagers. I have called twice with no one calling me back. There was no tote issues at either Aqueduct or Oaklawn park, and Twinspires had ample time from when my first bet was placed on the App to when the first race went off on my winning ticket at Aqueduct. I’ve been a customer with Twinspires probably for 15 years. When I finally have a winning wager, they don’t want to pay, they had no issue taking the money. How is this legal? I feel like this is a scam. They carry liability insurance and in this case I feel they are liable for their mistake or for whatever they say happened why they don’t want to pay.

  Business Response

  Date: 03/06/2023

  Player has spoke with VIP department and customer was credited for these wages on 2/25/2023.  

   

   

   

   

• Initial Complaint

  Date:02/21/2023

  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.

  The date of the transaction was 2-20-2023. I placed a wager through the Twinspires betting site. I received a receipt indicating that they received the wager with a transaction number. The wager was a winning wager and they failed to resolve the wager in which they are required. The wager amount was $36.00 and the winning amount was $120.00. I have a valid receipt with a transaction number stating the wager was received and there is no reason why the wager should not be properly resolved. I am a customer and they are a business providing a service. The did not provide the service that they advertise. I am seeking resolution in the amount of $120.00 from the bsuiness.

  Business Response

  Date: 02/21/2023

  On Monday 02/20/2023 we had a TOTE outage which affected several races.  The tote system is what holds the wagers and send the wagers to the host tracks.  With TOTE being down, we were unable to send these wagers to the host track.  That means the funds from these wagers did not go into the wager pools at the host track.   Since the funds didn't go into the pools, they can't be paid out winnings from those pools.  For those reasons all wagers placed on those affected races were refunded to each customer. All wagers winning or losing were refunded across the board.  

  Our terms and conditions state: 

  "Requested wagers that are unsuccessful, ineffective or non-permissible for any reason (including any and all track errors, tote malfunction, communications failures, etc.) will be canceled and the full wagered amount will be refunded to your account."
  
  With our Tote system being down, we were unable to place funds into the wagering pools and are required to refund those wagers. 

  Customer Answer

  Date: 02/22/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  It is not my problem that you had an issue with your equipment. I have a receipt saying that the wager was accepted and you are required to honor it it regardless of any issues on your behalf. Especially when players like myself have money in the game day in and  day out  and rely on your service. Keep in mind, you are providing a service in which “we” the players are paying for. It’s easy on your end just to “cancel it”, but again, I have a receipt saying my wager was excepted. If I have an issue getting a wager in because my phone doesn’t work, are you going to pay me?
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/01/2022

  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.

  My son and myself received letters from twinspires.com about return deposits one for $10 and the other $100 and $25 for fees so $35 and $125. I have never been on this website and my son is in jail and he stated he his no idea about this. The transaction is 6/27/2022 and 6/28/2022. I called the company and the asked what it was about and they asked me to verify my address which was on the letter they sent, my birth date and last 4 of social, which I responded you tell me, and they were correct. They told me to file a police report for theft identity and send it to them. I don't know if I should, they are threatening me to send to outside collection agency. Can you help? Is this fraud, a scam. I am confused. Thank you, ***** **** *** **** **** ****

  Business Response

  Date: 08/11/2022

  Accounts are created using a person's Name, Address, Email, Date of Birth as well as social security number.   If they did not create these accounts nor make these transactions,  then yes they would need to file a police report as their identity has been stolen and used on our site but could be used by the perpetrator on other sites as well.  The identity theft report to the police will help them if any other accounts are created without their permission. Without the police report we do continue to collect the balance that is due which can include the debt being sent to outside collections company if not paid. We do require the actual police report for each account to be filed in order to stop collection attempts.