Complaints

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:07/12/2025

  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.

  This business takes deposits with no problem at all, yet when it comes to withdrawing, they will keep asking you for documents for weeks and weeks until you give up and end up playing it all back!!! This is criminal as they ignore your withdrawal! Anyone experiencing this contact me at ********************* so you can join me with my lawsuit against firekeepers. We either get our refund or they should be penalised for doing this!My lawyer would be more then happy to add you as well

  Business Response

  Date: 07/23/2025

  Respectfully, a careful review of the withdrawal request shows:

  07/10 11:22pm withdrawal requests made
  07/11 10:30am Doc request sent = requested doc was a copy of drivers license and the card used for payment.   
  07/11 11:51am Doc review completed  - less than two hours from request.

  iGaming users first withdrawals are regularly involving document requests.    

  Guests claim we slow played this is not correct.    

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23590952
  
  I am rejecting this response because:

  you said document review completed in the morning. You never sent me an email about it or notified me. 
  Even at 6pm on 07/11/25, i logged in and the amount was still available to cancel withdrawal.

  if you finished document review in the morning then why didnt you process a withdrawal all the way till 6 pm. 
  you clearly wait for your customers to cancel withdrawal. 
  Very disturbing act

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

• Initial Complaint

  Date:06/14/2025

  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.

  Hi,I wanted to file a complaint against FireKeepers Casino.On Thursday 06/12, I signed up for FireKeepers Online Casino and deposited $50 and claimed their deposit match confirmation. I lost that money and then deposited another $50. I ended up winning $813.74. Awesome dealers by the way! I am writing a complaint about the withdrawal. First I want to include, that my regular bank declines casino transactions so I cant use them. I used my cash app card to make the deposits. They are asking for pictures of the Debit Card for Verification. The problem I am having is I dont have my physical debit card for cash app. I lost it but I use cash app for online purchases and use it for all online casinos and have never had a problem. But as we all know, cash app provides us with a copy of the card on the app that includes all information including card number, name, Exp Date, Security Code. So I sent a picture of this for verification, as it verifies all information needed.I explained this to them and they keep on saying incomplete document. So I even sent them a picture of the transaction that includes FireKeepers Casino Hotel, Complete, and the payment method used which includes the last 4 numbers that FireKeepers needs to verify.They are asking for bank statements showing the transaction, but transaction is in June and wont get a June statement for another month. That is unfair.I requested a Cage Withdrawal, and I will be driving 2 hours to pick up the money since I get an enrollment unsuccessful any time I try to add a bank account for deposit and withdrawal. I contact customer service and they give me another number. I dont mind the cage withdrawal as I think this is a faster way to get my money along with them actually verifying who I am when Im there. Which will cut out any fraudulent claims they can make for reasons they wont accept my documentation.I am hoping to resolve this issue, as Ive heard great things about FireKeepers. Thank you

  Business Response

  Date: 06/15/2025

  The request is standard for a first withdrawal.    Guest eventually canceled withdrawal request.  

• Initial Complaint

  Date:06/05/2025

  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.

  about 3 weeks ago I started playing at firekeepers online casino with an initial depost of ******.Last week I made 2 withdrawals, ****** and ******. They want me to upload a picture of my debit card which I really dont want to do but I did attempt to do. The request they sent me wont allow me to upload anything. I have read all the complaints online about trying to get paid your winnings from firekeepers. I am 77 years old and they are wanting me to do things that are beyond my knowledge of a computer. I told them that in a chat but they are not very helpful. Can you help me get the money they owe me.

  Business Response

  Date: 06/06/2025

  While we can understand that this may seen foreign to the guest, any igaming provider has extensive regulatory responsibility to ensure the person receiving the funds is the same person who deposited the funds.   so, the request to see the card is standard.   Customer Service is reaching out to the guest to try and facilitate the ** confirmation and the funds will then be released.

• Initial Complaint

  Date:05/26/2025

  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.

  On May 26th, 2025 I made my initial deposit into Firekeepers app to take advantage of the deposit bonus. That was my first mistake.With my initial $500 deposit, I received $500 in bonus funds that required play - through in order to access. After completing my play through - I was at $3,530 available to *********** many/all have stated here - this site has purposely made it near impossible to withdraw your funds. Having played on every other online casino in ********, I can say confidently this is by far the worse UI/UX in regards to payments - I'm assuming to get people to sign up for their Play+ card.The site does not allow you to sign up for the *** payment - with an error code everytime. This leaves you with only 2 Options: Pick-Up at the casino or sign up for their Play + Card.I have now been left with the option of having to request an in-person pick up at their cage, in which I know have to await a confirmation email so I can make the 2 hour drive to go pick up my winnings.PLEASE AVOID THIS APP ! Bet ***, Fanduel, Draft Kings, Caesars, Soaring Eagle - Literally name ANY OTHER CASINO APP - you will not have this issue.Cannot believe they have been able to operate this long with the same issues.

  Business Response

  Date: 05/27/2025

  We sincerely apologize for any frustration with the withdrawal process.     I see your withdrawal is being processed onsite today.    In approx the next month, we are migrating to a totally new platform, with multiple new benefits including a wide range of payout options, a site loyalty program and the ability to use site points for comps at the casino.       

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23379255
  
  I am rejecting this response because:
  
  Seeing responses above state that you can have a check mailed to you once the card is verified. When I requested this I was told this was not an option. I would prefer to have a check mailed to me like I see has been provided in the past.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 05/29/2025

  Yes - due to the challenge you faced, we will process a check.   That process will begin.  

• Initial Complaint

  Date:03/10/2025

  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.

  So I used FIREKEEPERS to play some blackjack. I ended up winning 60 thousand dollars on it. Since then they asked me to provide evidence that these are my cards at which I did. Than here come the interesting part. They wanted documents on cards I tried using but got declined. Those accounts are now closed. Mind you guys this is through ***************. They then asked me for the *************** statements. I provided them. They then said they werent sufficient enough and need a letter of ownership with the last four of both cards on the letter. I went to *************** and they do not do letters like this. The letters would only include the account number. I have told the payments team at FIREKEEPERS this but they are saying that by law they have to give it to me. I then proceeded to go to 5 different **************** to get the right answer. Come to find out the other *************** was right. They do NOT include last four of card numbers on a letter of ownership only the account numbers. So mind you guys I have been going back and forth with the live chat people for 5 days straight. Ive sent them physical evidence that these cards were mine and are closed. I do not have them because *************** advised me to destroy them. I think they do not want to cash me out. I have contacted an attorney but supposedly someone from the online gaming department is going to call me tomorrow to get this figured out. The will it accept anything to prove it is mine besides a letter of ownership which isnt feasible to get. So I ask you guys not use this app or they will try everything in their power not to let you cash out.

  Business Response

  Date: 03/16/2025

  For an amount of this magnitude, ensuring the person asking for the money actually IS the person.  Once this guest's ID was verified, I check was processed.   

  Customer Answer

  Date: 03/17/2025

   
  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,
  
  ****** *********

• Initial Complaint

  Date:03/05/2025

  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.

  On 3/4/2025, I won a total of $1300 from this platform. However to cash out they are pretty much making me drive to battle creek and their "payment department" is requesting a picture of the debit card used before I can even make that said drive. When trying to explain to them my bank can not offer that they suggested uploading a bank statement with the transactions. This will not be able to be furnished for well over a month because bank statements only happen once a month. This is clearly an attempt to defraud customers in hope they will cancel the transaction out and ****** away. When trying to address the concerns with them I can not even talk to a live person which they stated.

  Business Response

  Date: 03/05/2025

  The request for documents to confirm and protect the holder of the credit/debit card is standard for a first withdrawal for igaming.     We need to ensure there's no fraud or identity theft.    As to driving to FireKeepers, that is not a mandate under any circumstances.     There are other withdrawal options.    You can also request a check to be mailed.   That can happen once the card is verified.   The check process - to cut and mail it to you could take one week.      But, we will certainly do this if you don't like any of the withdrawal options.

  Business Response

  Date: 03/11/2025

  The players withdraw was issues on 3/6/25 

• Initial Complaint

  Date:01/12/2025

  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.

  I am filing this complaint against ************************** regarding their refusal to pay out my legitimate $60,000 winnings, contradictory claims about my account activity, and lack of transparency in handling my case. Despite providing clear evidence, including video proof of my win, the casino has failed to resolve this matter, causing significant financial and emotional distress.Details of the Issue:1.On 01/09/2025, I placed a $14 wager on **************************, which resulted in a $60,000 win. The win was clearly displayed on my screen, and I captured video evidence showing the spin and updated balance reflecting the winnings.2.Despite this, ************************** claims that the wager resulted in a loss and that my account balance is $0. **** account was blocked shortly after the dispute arose, preventing me from accessing or managing any active bets, including those that were still pending.4.I have contacted the casino multiple times, provided all necessary evidence, and requested a detailed transaction history to resolve the discrepancy. However, they have repeatedly deferred my case to their *************** without providing updates or a timeline for resolution.5.Their customer service team has now stopped responding to my emails, and they have suggested that I escalate the matter externally to regulators, which I have done.Actions Taken:I have sent several emails to ************************** outlining my concerns and requesting transparency.I have submitted video evidence of the win, which clearly shows the outcome and updated balance.I have filed a complaint with the *****************************, as the casino has encouraged external escalation rather than resolving the matter internally.Why This Is Concerning:FireKeepersCasino.coms actions are deeply troubling. Not only have they failed to honor my legitimate winnings, but their contradictory claims and lack of transparency suggest either negligence or bad faith.

  Business Response

  Date: 01/23/2025

  We have had multiple conversations with this guest and have thoroughly reviewed his case.   Respectfully, we find no legitimacy to the claim.    Seeking to apply pressure via a credible group such as the BBB will not modify our factual outcome.     This matter is closed from our side.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22802056
  
  I am rejecting this response because:

  
  
  Dear BBB Representative,
  
  
  I am writing to formally respond to FireKeepers iCasinos statement regarding my dispute. I respectfully disagree with their claim that my case lacks legitimacy and strongly object to their dismissive handling of this matter.
  
  
  Key Points of Dispute
  1.Evidence Provided:
  I have provided FireKeepers with clear and unaltered evidence, including a video recording of the gameplay that shows my $60,000 win. This evidence includes:
  The spin displaying the $60,000 win.
  The updated account balance following the win.
  Timestamps that verify the legitimacy of the recording.
  FireKeepers has failed to provide any specific explanation or evidence to refute this claim. They have not shared system logs or any proof that explains why their records differ from the outcome displayed on their platform during gameplay.
  2.Accusations of Fraud:
  FireKeepers has accused me of submitting fraudulent evidence without presenting any proof to substantiate this serious allegation. This is not only damaging to my reputation but also deflects attention from the core issue: the discrepancy between my evidence and their system.
  3.Dismissiveness of Escalation:
  Their response to this BBB complaint characterizes my efforts to seek resolution as pressure, rather than recognizing it as a legitimate attempt to address a serious issue. This reflects a lack of accountability and respect for fair dispute resolution processes.
  
  
  Request for Resolution
  
  
  I respectfully request that FireKeepers provide the following:
  1. A clear explanation for the discrepancy between the $60,000 win displayed on my screen and their internal records.
  2. Evidence to substantiate their accusation that my video evidence is fraudulent.
  
  
  This matter remains unresolved and has caused me significant stress and reputational harm. I continue to seek a fair resolution and transparency from FireKeepers regarding their handling of this dispute.
  
  
  Thank you for your assistance in addressing this matter.
  
  
  Sincerely,
  **** *********
  
  Sincerely,
  
  **** *********

   

   

  Business Response

  Date: 01/24/2025

  Our previous statement is our final on this complaint.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22802056
  
  I am rejecting this response because:

  FireKeepers refusal to provide any evidence or explanation for the $60,000 win displayed on my account is unacceptable. Accusing me of fraud without proof is damaging and unprofessional. Their dismissive approach shows a lack of transparency, and this matter remains unresolved.
  
  This issue is now under review by the *****************************, where I have submitted all relevant evidence. FireKeepers unwillingness to cooperate only highlights the need for regulatory intervention.
  
  I am now prepared to pursue legal action to hold FireKeepers accountable for their baseless accusations, failure to pay legitimate winnings, and the harm caused to my reputation.
  
  Sincerely,
  
  **** *********

   

  Customer Answer

  Date: 01/24/2025

  Dear Better Business Bureau,
  I am writing to formally request the reopening of my complaint against **************************, which I filed regarding their refusal to honor my $60,000 winnings and related concerns. Despite the case being marked as closed, the dispute remains unresolved, and the company has yet to provide an adequate explanation or resolution.
  ************************** has closed the matter prematurely, claiming to have resolved it, while their *************** team is reportedly still conducting an investigation. Furthermore, their responses to my inquiries have been contradictory and lack transparency. Specifically:
  Unresolved Winnings Dispute: I have provided clear video evidence of my $60,000 win, which they claim does not exist. This discrepancy between my evidence and their records has not been addressed.
  Ongoing Investigation: The company has acknowledged that their *************** team is reviewing the case, yet they have claimed the matter is closed with no resolution provided.
  Blocked Account and Active Bets: My account remains blocked, and I cannot access or cash out active bets, further compounding the financial harm caused.
  I believe ************************** has acted in bad faith by prematurely closing the case and failing to provide a transparent review or resolution timeline. This creates significant doubt about their commitment to fair business practices and consumer trust.
  I respectfully request that the BBB assist in reopening this case and holding ************************** accountable for their actions. The following are my key requests:
  A detailed and transparent review of my $60,000 winnings dispute, including a comparison of their records with the video evidence I provided.
  A clear explanation for the discrepancies in their claims about my account activity and winnings.
  Resolution of my account access issues and payment of any active bets or winnings.
  Please let me know if you require any additional information or documentation to support this request. I appreciate your time and assistance in ensuring this matter is properly addressed.
  Sincerely,

• Initial Complaint

  Date:11/05/2024

  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.

  FireKeepers casino has made every excuse under the sun about why my $2600 winnings has not been paid out. They are happy to accept a debit card with my maiden name in it, but when I want to withdraw my winnings, they said I should have uploaded my marriage certificate and drivers license - THIS was the reason for the delay. Yet they NEVER contacted me to tell me this. They have purposely delayed payment of legitimate winnings.

  Business Response

  Date: 11/19/2024

  Credit card was in a different person's last name, which caused a denial due to account protection.   Name change docs sent and received.  Withdrawal was submitted on 10/27 and process on 11/06- under 10 days.   If the user has not received their funds, please advise and we will assist further.
  

• Initial Complaint

  Date:09/21/2024

  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 used my temporary chime **** credit card to deposit funds about 3 weeks ***** to winning a few dallar.Upon willing and tring to withdraw the fund they send me a verification to send pics of all cards I had used to deposit since account was opened.i sent them documentation for regular cards and a pic of my virtual credit showing my name .was told they couldn't accept that and that I would need a bank statement. However when you receive your permanent card the temporary card vanishes like it never existed all information transferred to new ******* bank statement nor bank no I have access to the temporary card and therefore absolutely no way to verify it to firekeepers besides the one pic I have in my phone.even tho it wasn't used to deposit when I won because I couldn't verify it they refused to pay but would put ot back on my account so it could be played with.(how nice of them.)

  Business Response

  Date: 09/25/2024

  The account in question has zero funds in it.   A withdrawal isn't possible.

  Patron sent in virtual card and we requested bank statement showing the deposits.  The statement sent in for the dates of the deposits  (August 31) did not show any deposits to Firekeepers . 

  An investigation produced multiple irregularities, including the used/attempted 7 cards.   We found another account related using 4 of the same cards , and sharing the same device. Absent answers to these questions, a payment cannot be made.  

  Card is not listed as prepaid
  
  

• Initial Complaint

  Date:09/15/2024

  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 put money into a game and won.(I cant remember the amount I put into the game or the amount won. I do know it wasnt even 100 dollars) but even so I won it so I want it. The chat person told me in order for me to get my money in a check they would have to close my account) I agreed because I wasnt going to play their casino games again. I have emailed them several times about my winnings and still havent gotten a response. Not one response and its been 3 weeks. I cant even chat with anyone else because my account is closed which now I think was the plan to not give me my money. Its ridiculous people put their money into these casino apps and when the person wins, the casino apps dont wanna pay out or they ask for all kinds of personal information

  Business Response

  Date: 09/16/2024

  We are sorry the guest is upset regarding timeline for payment.    The reason is - An encrypted email was sent to the player on 9/3/2024 requesting a couple of verification ID's.    This is standard on a first withdrawal to secure the safety of the account holder.     We have not received any response since.  If the guest would review the email and reply with information, we can move to sending the check.    
  

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22289976
  
  I am rejecting this response because: I didnt receive anything notifying me of firekeepers response yet I see it on the site. I would have liked to reject this response as I have did everything they asked for. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/19/2024

  Documents via encrypted were originally requested on 09/03.  Sent again on 09/28 and sent again  on 10/22. No reply until the 10/22 message.    Documents were received and check request was mailed out on approx 10/26.    Guest should have funds.