Complaints

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

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  Churchill Downs

  700 Central Ave Louisville, KY 40208-1212

  
• 

  Churchill Downs Corporate Office

  600 N Hurstbourne Pkwy Ste 400 Louisville, KY 40222-5389

  

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:06/03/2025

  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 purchased a PP from Brisnet for the Belmont card Saturday 6/7/25 and received only the PP for the Belmont Race. The Brisnet website has no way of contacting or making a complaint or addressing an order issue.

  

  Business Response

  Date: 06/04/2025

  Emailed the consumer the requested card for June 7th and credited his account due to the confusion.  A recent web site update broke the Contact link and it has been restored.

• Initial Complaint

  Date:04/11/2025

  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.

  Ok I deposited $178 the 1st time $1840 the 2nd AND 3rd time the same amount. Then won money and they locked my account so I cannot see the exact amounts I requested for withdrawal but I know the 1st check for withdrawal request was for $550 exactly then the second check requested for withdrawal was ABOUT $1750 Then the 3rd was EXACTLY $500 and also paid for overnight fedex shipping was $43 $43 and $23 per each check respectively. So they sent the 1st check for 550 i got that and had it deposited then emailed back and fourth asking where the other checks were and WHY my account was frozen and locked they said they needed documents from me so I sent MULTIPLE of exactly what they asked except instead of Drivers license I sent a USA passport card front and back because I do not have a WA Drivers license at the moment. They said that was ok now send this this and this. So then I sent the rest of the documents and they seem to just keep making things up and will not pay me. I have more documents to upload and would like to but your website only allowed me 8 uploads so please get in contact with me for the rest. Ty. ********.

  

  Business Response

  Date: 04/22/2025

  The company indicated that it is looking into this matter further.

• Initial Complaint

  Date:01/11/2025

  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.

  On Saturday, Nov 9, 2024, I along with my wife and two friends attended the **** Casino in Dumfries, Va. I say Casino because on their advertisement on several TV Stations this is how they identify. I was playing the ******** **** **** machine and hit a major jackpot. The major was worth $944.37, This ball was one of the four money balls needed to start the bonus on the machine. Once the bonus started i received several money balls that totaled an amount of $1064.35, when this Bonus round was over the machine only displayed an amount of $623.65. I called for a slot attendant who arrived and was baffled at first but after a couple of minutes she tried to explain what happened. This explanation made no sense to me so i asked for a supervisor. She called and **** *****, Director, Gaming Operations showed up. He started telling me that they are not a casino and base payout on the horse track. I told him that i was not betting horses and they don't have a horse track. I gamble at Casinos with horse tracks and they all pay you when you hit a jackpot...ie, ********** ******* and Casino, ******** **** ******, ********* ****** at *********** *****...all have horse racing and the same **** **** slot machines and they pay. **** advertises as a casino to get you there but become a ****** ****** when you hit a jackpot. This is totally bad business and a Fraud. ** ***** say they won't pay me the jackpot the machine is displaying because it was a Mini Jackpot on a line higher than my Major Jackpot. This is totally wrong because a casino pays all jackpots on machines if there is no malfunction, or they have something posted on the machine to let customers know that they have different rules for payouts, not in game rules. I have been paid several jackpots on this very game at one time at many other establishments. Their commercials Advertise as a casino and should pay as one, advertise as a historical horse race facility, or close down all together because they are being dishonest.

  

  Business Response

  Date: 01/14/2025

  The **** ****** ****** does not advertise in any form of media using the word Casino, we are an historical horse racing (HHR) machine facility.  There are multiple news reports and articles from our grand opening that describe the difference between a slot machine and an HHR machine.  Slot machines use a random number generator in their program to determine winners.  The HHR platform uses the results of historical horse races in their program to determine winners.  On the back end, the wagers go into mutuel pools (like horse racing) and winnings are based upon the total of the pool as well as the odds of the winning horses.  Many themes exist on both slot and HHR platforms, ******** **** **** is one of them.  In fact, it is a very popular theme in all of our ******* locations.  In many themes, there is not a discernible difference between the slot machine and the HHR machine.  In this particular theme, there is a difference between how it pays each meter in comparison to the slot machine.  This is why this customer thinks that he was not paid correctly.  However, he was paid correctly.  The racetracks with casinos that he mentioned where he has played this game previously are all slot machine facilities, not HHR facilities.  The game paid out according to the game rules, which are in the menu on every game.  As noted, we do not advertise as a casino.

• Initial Complaint

  Date:05/20/2024

  Type:Sales and Advertising 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 purchased tickets for the 2024 Kentucky Derby.
  
  The purchase was completed via a 3rd party. I purchased 2 tickets in section 317C, row 13 for what Churchill down lists as a 6 seat box.
  
  ************ (Churchill Downs ticketing service) provides the option to purchase 6 tickets to this box even though there is no possible way 6 humans can sit together.
  
  However there is a column in this box that prevents 2 of the 6 seats from being used (if all 6 individuals are there at same time).

  

  Business Response

  Date: 05/27/2024

  Could I please get a contact number to reach out to you directly to resolve this issue?

  Thank you,
  

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

   

  Customer Answer

  Date: 06/01/2024

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

  No resolution yet. I did receive a direct email asking for my phone # as well

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

  I responded to that email saying I could be reached anytime Friday. I also called the number a couple times with no answer or voice mail.

   

  I will be hiking with no reception 6/1 through 6/7.

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

• Initial Complaint

  Date:01/05/2024

  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.

  I went to Oak grove gaming on 12-31-23 for the new years eve bash year before we pay for my.
  
  Ticket to get in at the cashier window but this year they went with a QR code to sell the tickets. Thru Ticketmaster marketing team said we had to use this only no cashier's were in to take cash.
  I did want they said and my bank locked my account due to a fraud alert so i had to go to my bank.
  On Thursday 01-04-24 to get a new bank card and move my bills to that new card because Oak grove gaming marketing team did not due there home work and work out and bugs and to make sure i had a safe time using there QR code system i did get in for free but after my bank locked my account

  

  Business Response

  Date: 01/08/2024

  Thank you for your
  feedback. All tickets for the New Year’s Eve party were purchased through
  Ticketmaster. Ticketmaster is an accredited company that is used by venues
  throughout the world to sell and purchase tickets. Multiple guests were able to
  use and successfully purchase tickets by using the QR code provided at the
  Ticket Booth on New Year’s Eve. As stated in the claim, due to the issues that
  you had on New Year’s Eve, Oak Grove Gaming gave you free entry into the party
  even though the issue was with your bank and not Oak Grove Gaming. We recommend
  that you contact your bank to see why the charge from Ticketmaster was denied
  in order to avoid issues in the future.

• Initial Complaint

  Date:08/02/2023

  Type:Sales and Advertising 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 complaint is with regards to unclear and unfair ticketing practices. The ***** **** website does not mention that ********** ******* are FREE. There is simply a link to "Purchase Tickets" which takes you directly to ************* ************ does not mention that ********** ******* are free. On Fathers Day, I purchased 8 tickets for myself and my family. The Order numbers were ************ and ************ and the total price of the 8 tickets with tax and fees was $138.70. When we arrived at ***** **** on Sunday June 18th, we were surprised that No One checked tickets. Everyone just walked in. Even more surprising that we made it all the way to our box seats without anyone checking our tickets. I immediately went to the Admissions Desk and spoke to 2 ladies. I asked them why i wasted my money buying box seats when nobody here checks tickets. The response was "I am sorry but we are currently so short handed that no one is checking tickets". I then asked if normally someone checks tickets and i was told that general admission is free but someone might come around and check tickets for the box seats. I told them that had i known general admission was free i would not have wasted my money on buying tickets. I asked for a refund. The lady told me "I will give you a refund, you just have to request it from ************ and they will contact me and i will approve the refund". So, i contacted ************ and filed a refund request. After going back and forth with them for a few days they finally rejected my refund request. I have since contacted the ***** **** admissions desk and left 2 voicemails without any return phone call. My requested resolution is full refund of $138.70. Secondarily, ***** **** should make it more obvious on their website that General Admission is FREE.

  

  Business Response

  Date: 08/03/2023

  We apologize for this experience with the tickets.  We will issue a full refund that is requested and work to better inform those that go to our website of the free general admission within the grandstands.  Someone from ***** **** will be reaching out to coordinate the refund.

   

  Sincerely,

  ******* ********
  General Manager

  Customer Answer

  Date: 08/04/2023

  
  
  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. 

  Customer Answer

  Date: 10/26/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because: I was promised a refund and I accepted the resolution but the company never followed through. 
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 10/26/2023

  We attempted to issue a refund and was unaware the issue was not resolved and refund did not go through.  Our team will escalate this and issue a refund.

   

  Thanks

• Initial Complaint

  Date:05/05/2023

  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.

  Have to say this was one of the worst times i have ever had at Churchill. Been going to infield for over 35 years, never seen a fight out there , never waited in line for restroom, never had much problem betting, never really had any problem in the infield. You all took away everything you could for the every day better's, the ones who support you the rest of the year , Not just Derby. You totally stuck it to us this year. The money for all inclusive seat was a joke, It took over 45 min to get a drink , 35 min to get food , and you can forget betting. So most of us did. i bet 2 races and said forget it , not worth it. You had no TV's telling odds , who won Nothing. and the TV Facing us for the new area, was an absolute JOKE my T.V. at home is bigger. This was a greedy Churchill taking peoples money knowing dang good and well you all were not ready to open, not to mention can't take care of the amount of people you sold tickets to.. Shame on you for being the Greedy folks you have shown LOUISVILLE Once again.

  

  Business Response

  Date: 05/15/2023

  I want to sincerely thank you for taking the time to write down
  your feedback from Thurby.   Obviously your experience was below
  satisfactory, and the details you lay out are very helpful.  Your opinion
  really does make a difference to us.  We spend many hours and resources
  researching feedback such as yours and determine what plans we need to put in
  place to make improvements going forward. 
  
  We hear you as to the issues with wagering, televisions, and
  all-inclusive wait times.   It is especially important to us to
  receive constructive feedback about new areas where our guests are having new
  experiences and our staff needs to make quick adjustments when possible. 
  Thanks to feedback such as yours we were able to correct several issues ahead
  of Friday and Saturday. 
  
  We would like to request the opportunity to contact you to
  discuss further details as you deem fit and make up for the unpleasant
  experience you had.   We hope you will allow us the opportunity to
  rectify this year’s situation for you.
  
  Regards,

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

• Initial Complaint

  Date:02/20/2023

  Type:Customer Service 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.

  I have an issue with one of your Casinos that you own. HARD ROCK Sioux City. I have been a patron here for 9 years and am a double platinum. We spend a lot of money here are so do our friends. A few weeks ago I had an issue with a waitress not waiting on me in a timely fashion. I had addressed it with her. Last week I was sitting at the bar on the other side of where she worked talking to a friend and playing a game. I was cleaning up water on the bar top and put the napkins up by the edge, that is when she first snapped at me to stop throwing napkins at her. My friend and I were shocked, as I wasn't doing that. A little latter I slid by beer can up to the edge to get it out of the way and it fell in a sink. This was not on purpose. At this point, she starting screaming I was throwing cans at her, which I wasn't. She then screamed at me and said I was done and had a tirade behind the bar. This is all on video, February 11th, 2023. between 10-11ish. I can find the exact time. I was mad at being treated that way, so I filed a complaint. A week later I get a call from **** Adams telling me I was kicked out for 90 days. He said I was creating a hostile work environment and wasn't nice to the employees. That is the furthest thing from the truth, as I do tip and have friendships with many of the employees outside the casino. My group is one of the few that tips well to the Hard Rock employees. This is just ridiculous, being treated like I am the one at fault. Under his management we have watch the Hard Rock go way down hill, with homeless people allowed to roam in the casino and bother guests and steal, and this is the only casino where I see this. The parking ramp is closed down due to poor management being unable to obtain employees. Our buffet is close now for 3 years, plus doors are falling off and exits closed off for no good reason. How long is he going to be allowed to take this casino down. I just thought since you own it now, you should be aware.

  

  Business Response

  Date: 02/21/2023

  This BBB account is for Churchill Downs racetrack in Louisville, KY not for Churchill Downs, Inc., which is our parent company that also owns the Hard Rock in Sioux City.  I personally have zero oversight of that property.

  I have taken a screenshot of the complaint and forwarded it to the principal manager at the corporate office who oversees the Hard Rock property and expect he will address the complaint with the property at the local level.

  Please contact me if you have any further questions.

  **** *******
  

   

   

  Customer Answer

  Date: 02/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  I appreciate your transparency, thank you!

  
  Regards,
  
  
  
  ***** *******
  
  
  
  

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