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:08/12/2024

  Type:Service or Repair 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.

  This this company is making it hard for me to get my remaining funds in my account with their online gambling application. They are not responding to me and trying to not give me my $1300 after winning. Were taking my money when I was losing fuss with them every day now that I won, they are trying to make it hard and even close my account down with them to prevent me from collecting my winnings reached out to them via chat because there is no phone number to call with online gambling services. I also drove three hours to speak with someone directly inside of the Casino on site, there was no help. I have yet to get any of my funds back that was left on the account before they closed or blocked it , I was trying to get my funds

  Business Response

  Date: 08/13/2024

  Action on this account was held up due to statements made by the guest to customer service.    That has been reviewed and the guest will receive all funds, via a check.     This process can take 7-10 days but guest will receive 100% of funds.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22128199
  
  I am rejecting this response because:
  Its been 10 days now and Im still being told by reps that there has been no action on this account  I havent even gotten a follow up email just ignored and chat reps are being rude to me as well 
  Sincerely,
  
  Shajohnna Hill

  Business Response

  Date: 08/13/2024

  As previously stated, there has been a decision on the account.   Guest will be paid in full, by check and account will be closed.

  Customer Answer

  Date: 08/13/2024

   
  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 if everything follows through, I will be waiting to see if my check comes thanks BBB for reaching out because before this I didnt get any response
  
  Sincerely,
  
  Shajohnna Hill

• Initial Complaint

  Date:08/02/2024

  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.

  Requested a withdraw and have had all documentation submitted. **************** has not been helpful with responding to my questions. I feel as though Im getting the run around and I cant speak to anyone on the phone aside from the casinos online manager since they use a third party. Its been 5 days since I requested my withdraw and still no update.

  Business Response

  Date: 08/11/2024

  We apologize for any delay but there is an investigation of this case, as Compliance needs to ensure the activity on this account is not in violation of payment usage in the name of a player currently on a cool off period.   We are seeking to close the investigation asap.

   

   

• Initial Complaint

  Date:06/20/2024

  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.

  Trying to withdrawal money from the Sportsbook, will not even talk with me unless I provide a utility bill, id, credit card, and bank statement which is absolutely ridiculousall other online gaming sites will have your money into your account within minutesevery time I upload all my information something comes back incorrectwas told you could not see the date on utility bill when clearly you could, when I expressed that, then my address wasnt clear enough, when I showed it was clearly on there, then they suddenly couldnt see the company for the water bill? I said your joking right all water bills are from the city you reside in.still wasnt good enough for them.sent in a bank statement, apparently that wasnt clear enough for them either even tho all information is on there.anything to not pay me my money.customer service is an absolute jokeowed over 1600 dollars and no one has any clue what they are talking about

  Business Response

  Date: 06/21/2024

  Standard initial withdrawal request documents.    there is a substantial amount of fraud in the digital world and we are simply seeking to protect the rightful holder of the account.    
  
  Issue with the Utility Bill: *** player uploaded partial corners of what appears to be a statement but no mention of what the bill is for, nor does it show the player's name. It just says "Occupant" instead of the name. Occupant is a concern.    We need a proper UB that shows the utility service information such as the letterhead/header of the utility company, the player's name, address, statement date, and at least the top portion of the page visible all within one image.
  
  *** issue with the Bank statement: *** statement the player uploaded only shows the Member Number and not the actual Account number. We request an image of a VOIDED check instead, as the check will have the account number needed.

  ***re is no issue restraining any guest from accessing their rightful funds from the account.

   

   

  
  

• Initial Complaint

  Date:06/06/2024

  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.

  After withdrawing from my bank account the ********************** refuses to pay me my winningsthey asked for 5 or 6 cards that were not charged in the first place

  Business Response

  Date: 06/12/2024

  
  This is a 100% account protection process.     The account was created less than a month ago and the user has 5 different cards used to deposit. We have had multiple failures from some/each of these cards, which prompted us to verify the cards to ensure it wasn't a stolen card/fraud attempt.
  The player so far has provided proof of 1 of the 5 cards and the **** We are still waiting for the uploads of the remaining 4 cards. 
  

• Initial Complaint

  Date:06/04/2024

  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.

  Ive been gaming on FireKeepers platform for some time I self withdrew myself at one point and I contacted them and reopened it 7 to 8 months ago they told me I couldnt use any cards to deposit money that I used prior cuz I tryed and tryed to deposit well I used ach to deosit a few times and they took money off a debit card 3 times that they said couldnt be use I asked about and they wanted screen shots anyhow I was gaming and I did a withdraw on 5/4/24 of ****** I get a message from wanting debit card I havent used cuz they said I couldnt and I havent used it on there in well over 6 months but they took money off it 3 times I think last one in Fede but they ask for 5 debit cards and a bank account that never been used that was open in 23and I was upset cuz I used 2 debit cards in last six months and 2 for sure in 60 days but they take my money every time without no issue so I was upset they wanted me to do all this work for my withdraw which is a know tactic to keep ur money well I looked and found my old cards was 3/4 the way uploading the documents they ask for and they closed my account so I couldnt with draw and I have all the documents they asked for that have way to much power I told them I was going to do a charge back and I was told I better not I have all my documents I want my withdraw and never talk or do business again with them

  Business Response

  Date: 06/05/2024

  Guest account is temporarily suspended until needed information is provided to verify the account.   ***** threatened to charge back all his deposits, which is a concern as well.    

• Initial Complaint

  Date:05/07/2024

  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 recently discovered (when calling Firekeepers Casino) that their online casino is managed by an outside company that doesn't have a customer service phone number. I had accidentally used my wife's card (we have the same last name) that was stored on the account...we both have accounts. I won $1900 and they are blocking my account because of the card discrepancy. Per their request, I have uploaded my credit card, my wife's credit card, my SOCIAL SECURITY CARD, my last DTE Bill, my license, and my checking account statement. The only thing left is my first born son!!! Now...they are ignoring all emails and have blocked my account. I have called Firekeepers management...even asking if this company is out of the country...this is unbelievably sketchy.

  Business Response

  Date: 05/08/2024

  This is an ongoing issue with this guest.   His spouse had an account and blocked herself from igaming activity.   Which makes her a prohibited user.   All payment methods are his wife's and even the email is associated with her name.  An attempt by any guest to circumvent a PB blocked through use of another account is a clear violation of our Terms and Conditions.    An investigation is underway and a determination will be made shortly.   

  Business Response

  Date: 05/08/2024

  A determination was made to pay the guest amounts owed.     

• Initial Complaint

  Date:05/05/2024

  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.

  They are refusing to pay a payout have all my receipts it's online fire keeper they will not pay me my $1,000 I didn't call my bank and they say they have been received it and it's been over 3 weeks I want to put a complaint or do I have to get a lawyer

  Business Response

  Date: 05/08/2024

  the only $1000 withdrawal that I see was approved on 04/25.  Perhaps she doesn't realize that it was processed to a different account than she normally uses.  ACH 04.  On her next withdrawal we will need that account verified.

• Initial Complaint

  Date:04/13/2024

  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 made a deposit of $20 on the IFirekeepers Casino app on 04/13/2024. I hadn't played on the site in quite sometime, but did not remember why. I now know. So, I deposit cash via my debit card on to the site. I play for an hour or so and decide to cash out. Upon trying to withdraw $25, I find it impossible to make a withdraw. Same payment type, **** Debit is not an option. The only option available to me was ACH to my bank account or at **********************. There is a dropdown of accounts to withdraw to. Neither of which are my accounts. I contact **************** via chat to learn how to correct the bank account for a withdrawal. After about ten minutes of repeating myself, we get back to my original question of how to make this correction and I am advised that my account is going to be closed due to "lack of familiarity with these payments" and they will elevate this to their risk team for further assessment. It appears that you can make a deposit but you can't do a withdraw.

  Business Response

  Date: 04/14/2024

  We apologize but, unfortunately, withdrawal directly to your account is not possible.   We are working to add this service.   

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21572904
  
  I am rejecting this response because: it is vague.   Directly to your account means what?  What account? Bank account, Credit Card account.what account?  They did not address the issue.  How do I withdraw, period? Why are they closing my account for trying to withdraw a measly $25?  
  
  Sincerely,
  
  ****************************************

  Business Response

  Date: 05/01/2024

  
  There was miscommunication, which we apologize for, as it relates to the blocking of the account.   the **************** rep believed (incorrectly) that the guest was advising there was fraud with the account.    We apologize.   

  The account has been reinstated.   Communication to the guest explained what documents are needed to withdraw and also advised how to register for VIP Preferred and gave her the phone number to contact them to update or delete bank accounts.
  
  Account is now unlocked and we will seek to support the withdrawal in any way we can.

  
  

• Initial Complaint

  Date:03/23/2024

  Type:Service or Repair 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 been trying to get a small $10.85 refund for over a month. They are saying I need to give them a copy of my bank statement which I feel is a total invasion of privacy and also a copy of my debit card. This is opening yourself up to fraud and stealing my identity because I dont know what type of workers they have. All I want is my withdrawal. They took my money with no problem but refuse to give withdrawal unless I open up my private bank accounts

  Business Response

  Date: 03/27/2024

  Due to the level of fraud and or data theft, it is standard in igaming to ask for either a bank statement or a copy of the credit card, etc, is a standard request.    But, we have reviewed and are paying the amount due.    

  Customer Answer

  Date: 03/28/2024

   
  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.
  
  *************************************************

• Initial Complaint

  Date:03/11/2024

  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 made a deposit on their app in late February/early March which I then proceeded to withdraw. It has now been 10 days of waiting and they refuse to let me withdraw the money. I was blocked by their chat agent, I have received 0 email responses back, and the only help I have received is to "Email us and put Supervisor in the title". This company is a complete scam and refuses to send me my $1000 dollars back. Every other sportsbook completes the withdrawal almost instantly, but FireKeepers makes their customers wait 10+ days. WHEN WILL I GET MY MONEY BACK!?

  Business Response

  Date: 03/11/2024

  The guest replied to a request for information earlier today, prior to receiving the complaint.    The withdrawal was immediately processed.    

  Customer Answer

  Date: 03/12/2024

   
  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.Although they made me jump through multiple hoops in order to get my money back, I still received it back so I am fine with the resolution.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21415506
  
  I am rejecting this response because: I asked for a withdrawal of $500 dollars on 3/17. On 3/25 still no movement happened so I reached out to the live chat agent. They told me that they escalated my request, but I don't believe that they did. I reached out again on 3/29 and on 4/1. Both of those conversations went the exact same. They have been holding onto my money for over 17 days and refuse to give me my money back. When I logged into my account today the money was back in my sportsbook account rather than my bank account and now they want me to go through with the withdrawal process again. This company clearly has liquidity issues and is not to be trusted. I want my money OFF this platform.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/09/2024

  Date Sent: 4/2/2024 4:50:07 PM
  
  The player deposited $500 on 3/17 at 15:16 and claimed a $100 bonus he requested a withdrawal of the $500 on 3/17 at 15:54 it appears the payment rep thought there was a no play waiting for reply from the player and accidently canceled the request this morning, the player the re-requested the withdrawal and it was processed.