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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:10/19/2024

    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.
    I started an account with ******************************************************************** today and they locked my account as soon as I tried to withdraw some of my winnings. I don't know if it is because my winnings would go into a joint account with my wife or what the problem is, but they aren't answering me or giving me an explanation. I've heard they do this if you win. I have provided a picture of myself holding my state issued drivers license so they know I am myself!

  • Initial Complaint

    Date:09/21/2024

    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 9/21/24 I deposited $25 to online ****** on the golden nuggets casino app. I received $25 bonus dollars with my deposit. I went up to $61 and back down to $35 when I noticed the issue. While doing my automated spins, I happened to just watch the total amount fluctuate on each spin. I noticed that it was taking my 40 cent bet and then it was taking an additional 10 cents. This happened on every spin. I screen recorded it to show the support team and I wanted my money back, rightfully so. The team would not give me a way to send them the screen recording and then told me they do not see this happening on their side. They refused to refund my deposit as I want to delete this app as this is the second time using it and the second time money was stolen from me by the app. I have documentation of the first incident and their response to it as well. I would like this app investigated as I can only imagine how much money was wrongfully taken from what could be millions of people. **please let me know where I can send the screen recording as this form only allows me to attach a photo**

  • Initial Complaint

    Date:08/18/2024

    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.
    Golden Nugget Online ********** www.goldennuggetcasino.com This is a service provider written in the Terms of the service I used (an App Golden Nugget). My account was blocked without explanation. I didnt break the rules or terms of service. Support said that I need to visit Draft Kings website and provide them my personal information. I dont have obligation to the third party and I find that request unreasonable. Im ok to verify my identity, if needed with the service provider Golden Nugget. Support said that Draft Kings bought Golden Nugget. However, Draft Kings doesnt appear in the terms of service I used. Attempt to obtain my personal information by third party is a scam. If Draft Kings initiate to block my account thats unfair business practice and breach of contract, because I didnt break any rules or terms of service.

    Customer Answer

    Date: 08/29/2024

    Golden Nugget appears to be engaging in coercive practices by withholding access to assets, effectively compelling a deal with a third party, DraftKings. This conduct raises significant ethical concerns and potentially legal questions. The withholding of assets under such conditions may constitute a breach of contractual obligations or an abuse of power.

  • Initial Complaint

    Date:08/14/2024

    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.
    I went to make an account with them and after verifying over 4 times with my ID and social security number they banned my account and will not tell me why. Draft kings online casino also banned me (after spending over $1,000) because they are affiliated with Golden Nugget casino. They refuse to help me to fix it and they will not take my emails anymore.

    Customer Answer

    Date: 08/25/2024

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

  • Initial Complaint

    Date:07/25/2024

    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.
    On 7/19/2024, I made a debit card deposit for $1190.00 to Golden Nugget Casino online site. . I gambled $90.00 of it and decided to withdraw the $1100.00 because I didn't want to lose it. However, I have 4 debit cards listed on the gaming site. I decided to put $500 on one debit card and $600 on another debit card. All of a sudden Golden Nugget decided to return my $1100 to my bank with this long 8 day hold. They sent me an email stating that they returned my money with a tracking number on July 19th. I never recieved my money and moreover they decided to put a temporary restriction on my account. I reached out to customer service to ask why for the restriction? I am not new to Golden Nugget I had my account about 2 years now. There are no weird changes to debit cards or banks listed on the account. Today I recieved an email from a Supervisor by the name of *******. He stated that he can't give calls to restricted Account members. I can only communicate by email.The money that was deposited came from my bank from my direct deposit. That's MY MONEY! How do you restricted me access to the site because of the way i took my money out? I even uploaded all kinds of documents. Passport, Driver's license, direct deposit information and all. I still don't have my money. Today is the 4th day. This was a debit card transaction. The site states it should only take ***** hours for a Debit card transaction. They made me feel like a criminal! I just want to see where on the Policy it states that if you withdraw funds to add to two different debit cards listed on file you will be restricted?

Golden Nugget Online Casino is NOT a BBB Accredited Business.

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