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Business Profile

Online Gaming

Golden Nugget Online Casino

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 17 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/01/2025

    Type:Billing Issues
    Status:
    Unanswered
    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.
    ***** was fraudulently charged to an account that is not under my name it's over 16 charges and per there terms deposits can only be made in the card holders name I don't have an account and they are holding onto the stolen funds

  • Initial Complaint

    Date:05/22/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    ****** withdrew $20.00 from my bank account on May 19, 2025 to Golden Nugget to play online, First I was told the money was rejected and would return to my account which then was saying "pending." It was, and is still gone from my bank account, I've written proving, via forwarding the letter from ****** proving they received it and to call them to resolve the issue, but they won't. I've cut and pasted all the information they have requested. (At 83 not computer savvy) They, last night, sent me a "secure" site to send my last transactions from my bank. When I went there, informed it might be a scam and didn't do it. They, this morning, again asking I forward it to their 'secure site'. They have all the information, yet refuse to read what I've written or refund the money. . It is as if they do not read what I write; look over the said information they asked, and will not call ****** to resolve the issue. They have the money; they refuse to admit it or return it. (You paid $20.00 USD to Golden Nugget Casino Merchant Golden Nugget Casino Transaction date May 19, ************* ******************** Subtotal $20.00 (This is from ****** that night.)This is from my bank: Paid Golden Nugget Casino with FINANCIAL PLUS CREDIT UNION Checking 3748 $20.00 USD Transaction ID: ***************** View payment status

    Customer Answer

    Date: 06/01/2025

    I have not heard from the business in response to my complaint, other than getting the runaround. I've continually forward proof they received the $20.00, ******'s receipt and the banking information showing it has, and is still gone from my account. They've sent several responses to rate their "way of handling the situation," but it appears to be AI; they don't respond to the contents to the letter. They say they are "looking into it." Again this was happened May 19, 2025, and today is June ******

  • Initial Complaint

    Date:04/23/2025

    Type:Product Issues
    Status:
    Unanswered
    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 4/22/2025, I placed a $98.00 bet on the "Rocket" game at Golden Nugget Casinos online platform. I requested to bail out at a multiplier of *****, as documented in the screenshots attached to this case this document was provided by a customer service **** the other document attached is the transaction ID and shows the wager information from the *** for Golden Nugget Casino, so this secondary screenshot shows the game information on the user (player) side of things. The game ended at a multiplier of 3.12, meaning my bail request was timely and should have resulted in a payout of $302.72. However, Golden Nugget did not credit my account. I contacted customer service, and the representative provided minimal information, confirming my bail request at ***** but failing to explain the non-payment. The representative then ceased communication, leaving my issue unresolved. I have attempted to reach back out to their support team both by email and phone but have not received any contact from them since. The game I played Golden Nugget Casino is a provider of so everything should be handled internally by them. I have attached screenshots of the bet, bail request, and game outcome.

  • Initial Complaint

    Date:04/22/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Was bought to the app by their promo to get 100% back in casino credits for losses during a 24 hour period. The promo stated eligible games and the only one I played "Rocket 2" was listed as eligible. I put $100 in and for opting into another promo received 50 in bonus bets right away. I lost all $150, $100 being the principal I put in and $50 being the bonus. So you would expect that I would receive $100 in bonus bets and when I didn't, I reached out to support who informed me while "Rocket 2" is an eligible game, it is not technically eligible? I was told that the second promo "locked" my money and it was no longer money I added but instead now promo money only. The promo never warned me that this second promo now excluded me from participation, and the game is CLEARLY listed as eligible in the rules of the promotion. I was told that it was my fault for not understanding that my money was "locked" which was never told to me nor was the fact that an eligible game is also "technically" not eligible.

  • Initial Complaint

    Date:04/04/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 account was locked for no reason , do didn't do anything wrong .... I won ***** and it won't let me log into my account nor withdrawal... ND I need my Mney have kids

  • Initial Complaint

    Date:03/04/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 banned enclosed my account **************************************************************** without Distributing my winnings

  • Initial Complaint

    Date:12/06/2024

    Type:Product Issues
    Status:
    Unanswered
    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 12/03/2024 I REGISTERED WITH "GOLDEN NUGGET ONLINE CASINO" SO THAT I COULD PLACE SOME ****** ON CERTAIN SPORTS EVENTS. ON 12/04/2024 I FUNDED THE ACCOUNT BY DISBURSING $200 FROM MY ****** ACCOUNT. HOWEVER, WHEN I WENT TO LOGIN TO MY GOLDEN NUGGET ACCOUNT THE $200 DID NOT SHOW UP AND IT STILL SHOWED I HAD A "$0.00" BALANCE. THAT BEING THE ***** GOLDEN NUGGET HAS TAKEN $200 FROM ME WITHOUT PROVIDING ME ANY SERVICES. I CONTACTED THEM VIA EMAIL AND PHONE, THEY JUST BRUSH ME OFF AND TELL ME THEY'LL GET BACK TO ME. THEY THEN "BLOCKED" MY EMAIL MESSAGES. AS YOU MAY BE AWARE, THERE ARE QUITE A NUMBER OF BBB COMPLAINTS, THAT I'VE JUST DISCOVERED ACTUALLY, AGAINST GOLDEN NUGGET ONLINE CASINO AND THEY HAVE A "F" RATING. I HAVE TRIED EVERYTHING IN MY POWER TO GET MY $200 RETURNED AND STILL NO COOPERATION AT ALL FROM GOLDEN NUGGET, PLEASE HELP ME!

  • Initial Complaint

    Date:11/26/2024

    Type:Product Issues
    Status:
    Unanswered
    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 my money on this account , I created the account and verified my identity upon creating the account . I used my card ending in 6512 to deposit which was no issue depositing . Upon winning my money I was initially unable to withdraw to my ************** later my account is unable to play or withdrawal. At this point I dont even want to use the account anymore but I want my $200 in my balance withdrawn back to the only card linked to my account which ends in 6512. That is all and I would like this done immediately. Ridiculous that there is no issue creating the account , verification and being allowed to deposit but when I finally win money there is this issue . I will be unhappy until my money is withdrawn to my card ending in 6512 & I will not ever use this account after. Please respond immediately

    Customer Answer

    Date: 12/06/2024

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:11/19/2024

    Type:Product Issues
    Status:
    Unanswered
    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 recently tried online gambling for the first time . I used my bank account to deposit 4 times and they where fine with taking my money I then got lucky and won 7k I instantly knew this would change my life and went to withdrawal and they then banned me and told me I wont get any money back for breaking terms but I read all the terms and didnt brake any . Please help me get the money I was supposed to get how can they take my money but then say I cant withdrawal

    Customer Answer

    Date: 11/30/2024

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:10/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 account was locked on ******************************************************************** . I sent in my id and verification . I got my account unlocked . I deposit 50$ today which is 10/30 . They lock my account again asking for the same documents. They are a scam Im telling everybody do not play at golden nugget . I asked for my money back

Golden Nugget Online Casino is NOT a BBB Accredited Business.

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