We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Casino

Firekeepers Casino

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Casino.

Complaints

Customer Complaints Summary

  • 57 total complaints in the last 3 years.
  • 14 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/23/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    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.

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

    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.    

  • Initial Complaint

    Date:03/11/2024

    Type:Product Issues
    Status:
    Answered
    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.
     
    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,

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

    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: 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.

  • Initial Complaint

    Date:02/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 posting on here to let everyone know how this casino operates, and the management of this place treats there patrons horribly I won a $9,000 jackpot & unfortunately right before it; i left my ID and players card on a machine & since then I could not find it. With that being stated they said we cannot pay you out because you dont have a ID. ( take into consideration im blazin ************** have my ID on file and has cashed me over $200,000 in hand pays last year. & numerous hand pays this year already.I ended up contacting the gaming commission to see what we can do, &Welll they gave me a one time deal ( director of slots ) to be able to cash out the hand pay of $9,400.Security comes up were going to have to ask you to leave & you cannot game here tonight. ( Im on a 2 day hot streak ) So I come back around **** am and started hitting jackpots again & now they wont cash me out $5,700 with proof of my Identity & is trying to make me wait multiple weeks before I can get it. This is unacceptable if he can give the go ahead once, he can do it again. DIRECTOR OF SLOTS; horrible horrible customer service, treated me very poorly.Theyre throwing people off their game so they dont have to pay out, everywhere I turned a security guard, or slot attendant would be right there. Security is negligent and down disrespectful; a bigger guy from security i believe told me that I shouldnt have called the commison, well Im going to call the federal government if I do not Receive my payout.

    Business Response

    Date: 02/10/2024

    All guests are required to have valid photo ID for a jackpot of $1200 or more.  You were given, as you state, a one-time exception.   That means one time.    You have not lost the jackpot.  Simply need to return to the Casino within one year with the valid photo ID.    This is the same rule that every casino in ***************** follows.   You are clearly free to contact any regulatory agency.    Once you advise them you won a jackpot with no valid ID, they will explain the rule.

  • Initial Complaint

    Date:01/28/2024

    Type:Customer Service 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 $10 and won $180 I tried to withdraw $150 and they needed documentation, I sent everything they requested in multiple times. I have spoken with them multiple times and they keep requesting the same info. They made me pay $30 to a creditor because they charged the wrong bank account and they blamed that on me. They will not give me the money they owe me.

  • Initial Complaint

    Date:01/25/2024

    Type:Billing Issues
    Status:
    Answered
    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 has been suspended for verification for over 2 weeks now. I have funds locked up in their system and can't play poker. I have submitted all the verification documents but the company still has done nothing to reinstate my account. They also stole my $50 in free tournament money.

    Business Response

    Date: 01/28/2024


    We requested documentation from the player a month ago and they were never uploaded. Once a withdrawal sits for over 15 days, it is canceled and the funds will be put back into the player's account.

    It does appear the guest just uploaded both documents an hour ago and we have accepted them. The player will need to re-request their withdrawal to their bank account  and we have sent them an email to do so. Once they re-request the withdrawal, it will process.  



  • Initial Complaint

    Date:01/10/2024

    Type:Product Issues
    Status:
    Answered
    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 won $809.00 on January 2 **** and sent the documents needed to process withdrawal January 6 **** status says complete and I havent received anything . The amount of the withdrawal is $800

    Business Response

    Date: 01/11/2024

    *********** documents were accepted and his withdrawal was approved and processed 2024-01-06 18:44:13. Thank you.

  • Initial Complaint

    Date:01/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Starting January 1st **** I deposited $20.00 into Firekeepers casino app and proceeded to win $446.20 I tried to withdrawal the money that I won but customer support told me I have to contact ***************** to get a withdrawal. I contacted them and was told I need to provide them with a picture of myself along with a picture of the front and back of my drivers license. I was happy to do so. The next day I was told they needed more information like phone number, bank account, routing number, who I bank with and last 4 of my social security number. I felt I have no choice but to do so. Later that day Pavillion payments started to take money out of my account. I have to call and report fraud to my bank. I tried to do a cash withdraw at the casino but that doesnt work either. They now want a copy of my debit card from and back, utility bill, and bank information. I cant get anyone to tell me why so much information I feel they are preying on people who will not fight this I dont know how the ***************** has not got involved.

    Business Response

    Date: 01/04/2024

    We are a little confused by the information.    The guest, as of today, 1/4, has submitted for a cage withdrawal and we have requested one piece of information related to a credit card.   ***************** is a national credit/debit card company that does facilitate deposits and withdrawals for guests who sign up (pavilionpayments.com).   Any requests they are making are apart from FireKeepers and you would have to contact them and ask why they want this additional information.  

  • Initial Complaint

    Date:12/23/2023

    Type:Product Issues
    Status:
    Answered
    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 withdrawal from their online casino have been waiting for the withdrawal for over 3 weeks, Ive provided all needed documentation to prove my identity this online casino is notorious for dragging their feet paying players. Dont make the mistake i did. DO NOT USE FIREKEEPERS ONLINE CASINO.

    Business Response

    Date: 12/28/2023

    We understand the frustration but requested documents are for the protection of the guest.    Withdrawal request has been processed.

  • Initial Complaint

    Date:12/23/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 initiated 2 withdraws 4 days ago. Small amount less than 100 dollars. Im reading this page and cant even believe what I am reading under Business Response. Also, Please do not respond with that igaming 1 liner about 5 to 7 days on 1st withdraw because thats just not true. NO OTHER APP does this. ITS JUST FKC Also youll let me deposit with my debit card but not withdraw? no other app does this. You guys need to take ALL of these complaints serious and do something about this. This is just out of hand. I mean its just ridiculous.

    Business Response

    Date: 12/27/2023

    We apologize for any frustration experienced by the guest but Compliance and player account protection are critically important to us.    
    Information was provided and withdrawal was processed on 12/24. 

Firekeepers Casino is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.