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:07/10/2023

  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.

  Everi's customer service is terrible. I had a check i told them was fraudlent for $310.00 with a fee $35.00 fee. Everi will get sued for poor customer service and not being helpful. I was told this account would be closed due to this fraud check!

  Business Response

  Date: 07/13/2023

  This patrons concern has been addressed resulting in the attached letter issued by our partner, **********
  
  Thank you,
  
  ****

  Customer Answer

  Date: 07/14/2023

   
  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:06/23/2023

  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.

  Hello, On 5/18/23 at 11:59 pm I used an Everi kiosk at ****************************** in *** to do a cash advance from my checking account/debit card in the amount of $50 + $4.25 ATM fee. Sequence #: ****, Authorization #: ******. When I took the receipt from the kiosk and went to the cage/cashier they said the 'system was down' didn't know when would be working again, and told me the funds should be returned to my card after a few hours. This my local casino, and once or twice in the past same thing happened - kiosk let's you do the advance, but cashier says system is down, and after couple hours funds are returned back to your card/account. I have NO idea why they can't put a note, or out of order sign on the kiosk as this would save me and others from having to deal with the problem at all. This time the funds were NEVER returned to my checking account/debt card. I waited 24 hours and went back to the casino, told the cashier I still hadn't gotten the funds, they said 'it may not be refunded til Monday' - but I think they just didn't know what else to tell me. I asked if they could just take the receipt and give me the money at that time, but they said that wasn't an option. I went yo security and asked to talk to a supervisor or manager. A male supervisor (don't remember the name) came up, I explained the situation- he said there was NOTHING he or the casino could do, and suggested I dispute the charge with my bank. I told him that seemed ridiculous since this was a kiosk on their property- at that point he said he always tells/recommends for customers to NOT use the ATM/kiosk on site. I am now in the midst of disputing the charge with my card/bank, but they told me it could be several more months until resolved. I have spent hours contacting my bank over phone and chat when the casino should have been able to do something at the time to fix the issue. Either give me the cash, or apply credit in free play to my players club card.

  Business Response

  Date: 06/30/2023

  Friday June 30, 2023
  
  
  Better Business Bureau
  Business Relations
  ATTN:  *************************
  
  
  Consumer:  *****************************
  Complaint Case #: 20224509
  Date of Complaint: June 23, 2023
  
  
  To Whom it May ***************** can confirm a credit adjustment for the transaction in question was submitted to card number ending **** on Tuesday May 23, 2023.  Please note it is the responsibility of the Card Issuer to post the credit to the cardholders account.
  
  Should she have any questions or concerns, I encourage **************** to contact me at either the email address or phone number provided in my signature below.
  
  
  Sincerely,
  
  ***************************
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e ***********************************
  
  CC: *************************

  Customer Answer

  Date: 07/16/2023

   
  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:05/01/2023

  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 had to write an email to Everi as I have not seen their promise to reverse the below transaction where no money was dispensed at their ATM in ************** *********, ******************* Manager:Please be informed that there has been no reversal of the Transaction I performed on the 23rd of April, 2023 at 4:09 pm for the amount of $704.99 at ATM # NVSUCA25 wherein no money was dispensed but my bank account was charged.This ATM is located at the Bowling Alley of the ************** Hotel.We contacted the following phone no.: ************ 2x and was informed that the transaction will be reversed in 7 to 10 days.The ATM Card used was a Business Account card from **** of America with the last 6 digits as # **-1592.I hope you can fast track the reversal as I have urgent need said amount.Please also be advised that I will pursue legal action available to me should no reversal occur next week.Sincerely,******************* Owner - Clark County BHS.

  Business Response

  Date: 05/10/2023

  Wednesday May 10, 2023
  
  
  Better Business Bureau
  *********************************************************************************-2619
  
  RE:       Consumer: *******************
              Complaint ID: ********
              Date filed:  05/01/2023
  
  To Whom it May ***************** would like to respond to the complaint filed on May 1st, 2023 by ********************** regarding a $704.99 ATM transaction that did not successfully dispense cash charged to card number ending 1592.
  
  Upon review it was noted that the transaction in question did reverse on the same day and did not result in a net charge to Mr. ****** account. 
  
  Should he have any questions or concerns regarding this response, I encourage ************** to contact me directly at either the phone number or email address found in my signature below.
  
  
  Sincerely,
  
  ***************************
  Manager,Research and Patron Services
  Everi Payments, Inc.
  p ************
  e ***********************************

• Initial Complaint

  Date:04/17/2023

  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 was at ************** in ********** ******* and tried using one of the *** and it never dispensed my money but discredited my current balance of $2208.99. I NEED MY MONEY BACK IMMEDIATELY!!!

  Business Response

  Date: 04/25/2023

  Tuesday April 25, 2023
  Better Business Bureau
  Business Relations
  ATTN:  *************************
  
  Consumer:  ***********************
  Complaint Case #: 19944305
  Date of Complaint: April 17, 2022
  
  Dear ****************
  I would like to respond to the complaint received by Everi Payments Inc. on April 17, 2023 regarding alleged erroneous charges posted to ******************** account in the amount of $2,208.99.
  
  I have traded several emails with ****************** to identify the activity in question,however I am unable to locate any activity associated with the details, which included two separate card numbers, provided in his responses.
  
  I encourage ****************** to contact me directly so I may collect additional data to assist with my review of the activity in question.
  
  Sincerely,
  
  ***************************
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e ***********************************
  
  Cc: *************************

• Initial Complaint

  Date:04/17/2023

  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 February 17 2023 I made to cash advances from the atm in ****************** in ********* from the everi atm . When I went to go cash the receipts out for money at the cage the workers said there system was not accepting it .. I called my bank to dispute the transactions and my bank charged me twice for money I never received Ive been negative in my account for a month I have two refrence number for you so that you can see that the money was never refunded 1) 5:21am reference #**** 2) 6:35am #**** All I want is my money back ..

  Business Response

  Date: 04/18/2023

  Tuesday April 18, 2023
  
  Better Business Bureau
  *******************************************************************************-2619
  
  RE:       Consumer: *******************************
              Complaint ID: ********
              Date filed:  04/14/2023
  
  To Whom it May ***************** would like to respond to the complaint filed on April 14, 2023 by *********************************** regarding two $1,065.99 cash access transactions, sequence numbers **** and ****, at **************** on February 17, 2023. 
  
  Upon review it was noted that each transaction in question did reverse on the same day and neither transaction resulted in a charge to Mr. ******* account.  *********************** records indicate a third $1,065.99 transaction, sequence number ****, initiated by **************** that was successfully completed and did correctly result in a charge to his account.
  
  Should he have any questions or concerns regarding this response, I encourage *************** to contact me directly at either the phone number or email address found in my signature below.
  
  
  Sincerely,
  
  ***************************
  Manager,Research and Patron Services
  Everi Payments, Inc.
  p ************
  e ***********************************

• Initial Complaint

  Date:04/10/2023

  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 4/5/2023 while being a guest at *********** casino in Coachella at 8:17pm I went to a kiosk to withdrawal more funds. I walk up to the atm kiosk owned by everi and select purchase gaming ticket which would no longer be considered a withdrawal not it would be considered a POS (Point Of Sale) purchase for the dollar amount ****** USD after fees total came up to ****** USD so I proceed with the purchase but as Im standing there waiting I receive a message that transaction could not be processed and simply removed my card from the slot. I check my bank account info and it shows me that I was charged for that transaction, Igo to speak to casino employee and he states if you never received anything than it will be readmitted to ur account so following morning I wake up and my account still hadnt been returned so I proceed I immediately filing a dispute. During the deposition Of the dispute I reached out to Everi and they told me the funds had been returned to my account and it would reflect on my statement once my bank reimbursed my funds and that they dont know why my bank hadnt posted the funds yet, un sense launching all fault on my bank. I call my bank same day and notify them what everi stated for the record and that if that was the case my funds wouldve already been transferred to my account but now I come on this site and see a lot of similar complaint. This is absurd and needs to stop immediately. So following day I escalate my dispute to a claim and to my surprise 4/9/2023 it was denied by my bank. So either Everi Are legal thieves and dishonest business men and Blatant liars or some really needs to see to go see whats going on with are funds. I would like to be paid In full out of court not a cent more but if legal action is need you guys will being all legal proceeding and restitution. Paid in full I wont settle for less . Do not use Everi kiosk if avoidable not bashing there company just dont want the consumers of ******* deal with this and inflation

  Business Response

  Date: 04/18/2023

  Tuesday April 18, 2023
  
  
  Better Business Bureau
  Business Relations
  ATTN:  *************************
  
  
  Consumer:  *****************************
  Complaint Case #: 19916219
  Date of Complaint: April 10, 2023
  
  
  To Whom it May ***************** can confirm a credit adjustment for the transaction in question was submitted to card number ending **** on the same day of the transaction attempt, April 5, 2023.  Please note it may take 7 to 10 business days for the Card Issuer to post the credit to the account.
  
  Should he have any questions or concerns, I encourage ********************** to contact me at either the email address or phone number provided in my signature below.
  
  
  Sincerely,
  
  ***************************
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e ***********************************
  
  CC: *************************

• Initial Complaint

  Date:04/03/2023

  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 use their ATM at *********** ******* casino and my card never come out of machine it **** my money back down which was $187 I was charged a total of $187.50 and it's been over 4 weeks and I still haven't received my money I've been on the phone the casinos done everything they could to help me they've emailed them I've talked to everi ATM payments customer care I've had a case number and they denied first they trying to tell me some lady tried to tell me my bank took the money out and didn't put it back it's just been a lie and spend after a spin and they told me the last time I talked to him which was like 10 business days ago that 2 to 5 business days I'd have my money they were sorry for the inconvenience and still over 4 weeks and I still haven't received my money they won't even return my emails it's the most sorely run business and con artistry I've ever seen.

  Business Response

  Date: 04/06/2023

  Thursday April 6, 2023
  
  
  Better Business Bureau
  Business Relations
  ATTN:  *************************
  
  
  Consumer:  *******************************
  Complaint Case #: 19885397
  Date of Complaint: April 3, 2023
  
  
  To Whom it May ***************** can confirm a credit adjustment for the transaction in question was submitted to card number ending **** on March 21,2023.  Please note it may take 7 to 10 business days for the Card Issuer to post the credit to the account.
  
  Should he have any questions or concerns, I encourage ************************ to contact me at either the email address or phone number provided in my signature below.
  
  
  Sincerely,
  
  ***************************
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e ***********************************
  
  CC: *************************
  

• Initial Complaint

  Date:03/13/2023

  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 12/25/2022 I visit mekosukee Indian gaming in ***** address ************** I use Everi atm machine I enter my debit card an rEquested 400 usd the atm charge a fee of **** for the transaction total debit from my saving account 405 .25 yet the machine never gave me the money it say on the screen note presented not collected. I file a claim to the Cassini but they told me not to worry that u will credit my money back . I waited a week a nothing happens so I call my bank and file. A claim on January 13 the bank credit my account. Yesterday march 09 the bank took that credit back . So now I need you help since your machine stole my money and the casino crew is clueless. Kindly contact me and provide a solution. Everi does not have an easy number for consumer to contact them

  Business Response

  Date: 03/21/2023

  Tuesday March 21, 2023
  
  
  Better Business Bureau
  Business Relations
  ATTN:  *************************
  
  
  Consumer:  *********************
  Complaint Case #: 19578612
  Date of Complaint: March 13, 2023
  
  
  To Whom it May ***************** can confirm a credit adjustment for the transaction in question was submitted to card number ending **** on March 14,2023.  Please note it may take 7 to 10 business days for the Card Issuer to post the credit to the account.
  
  Should he have any questions or concerns, I encourage ************ to contact me at either the email address or phone number provided in my signature below.
  
  
  Sincerely,
  
  ***************************
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e ***********************************
  
  CC: *************************

• Initial Complaint

  Date:09/02/2022

  Type:Sales and Advertising 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.

  On July 15th at the **** in Las Vegas I looked into withdrawing money from an Everi machine. When I saw the exchange rate quoted for Canadian dollars I answered "No" to the withdrawal on the machine and cancelled the transaction.
  
  Then when I got my VISA statement to my surprise I was charged $309.99 us dollars converting to $417.44 Canadian.
  
  I never took the money. Nor did I even approve the transaction after seeing the exchange rate.
  
  This is theft.
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/09) */
  September 8, 2022
  
  Better Business Bureau
  Business Relations
  ATTN: ****** ******
  
  RE: Consumer: ***** **********
  Complaint Case #: XXXXXXXX
  Date of Complaint: September 02, 2022
  
  
  To Whom it May Concern,
  
  I would like to respond to the complaint received by Everi Payments Inc. on September 7, 2022, regarding an alleged failed ATM transaction in the amount of $309.99 initiated at the **** Casino and Resort on July 15th, 2022 with card number ending 1038.
  
  This type of PIN based transaction is governed by Federal regulation E, which states, "A financial institution must promptly investigate any alleged error, determine whether the error occurred, and transmit the results of its investigation and determination to its customer within ten (10) business days after receiving notice of an error (20511(c)(1))." In order to comply with regulation E and ensure that the cardholder's rights are fully protected, Everi Payments refers cardholders' to their card issuing financial institution when a billing error is alleged. The cardholders' contact with their issuing financial institution typically will result in a chargeback sent to the device operator, GCA in this case, for the disputed amount.
  
  While our Everi's and our Casino Customer's review of the transaction indicates it was initiated, approved, and dispensed with no issues, in good faith Everi will submit a credit adjustment in the amount of $309.99 to card number ending **** on September 9, 2022. Please note Issuers can take 7 to 10 business days to post credit adjustments to cardholders' accounts.
  
  Should he have any questions or concerns regarding this response, I encourage Mr. ********** to contact me directly at either the phone number or email address found in my signature below.
  
  Sincerely,
  
  
  Cheryl Z******
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p XXX-XXX-XXXX
  e ********@everi.com
  
  CC: Carl S*******
  
  
  Consumer Response /* (2000, 7, 2022/09/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/21/2022

  Type:Sales and Advertising 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.

  On 8/12/2022 I received 2 collection notices from *** saying I owe $106 to *************. I contacted the company to find out what this was about as I have never heard or stepped foot on this place. I was told to contact the casino. I contacted the casino and I was transferred to Everi. I was told by Everi that I wrote 2 checks on 7/18/2022 for $106 each. I explained my purse and vehicle was stolen a few months ago and I have police report to show it, that someone is using my ID. I need to file an identity theft police report and I have no clue on what check account number or social security, phone number was provided to the casino. I asked for the fraud department and the lady said they don't have a fraud department and I need to contact telecheck to start In investigation. Telecheck says they can't start a fraud until Everi provide copy of check information so I can open the dispute. I contacted Everi a 2nd time and I requested a copy of the check and/or fraud and I was tasked I sure I didn't do this and why don't I know my social and phone numbers etc. when you are a victim of identity theft the last thing you need is someone telling you that you committed the act yourself. I asked for a supervisor and she said she was a supervisor and they is nothing they can provide me. I contacted the casino and I was told they don't have this information Everi has to provide it. Everi is asking for me to clear a debt that I didn't create and will not provide me the informwuon I need to create a police report to start the process of catching whoever is doing this.
  

  Business Response

  Date: 09/03/2022

  Consumer Response /* (2000, 6, 2022/08/26) */
  A representative from the company contacted me to resolve my issue. He assisted me with understanding all parties involved, what could have happened, their process and how to begin the process of getting this investigated. I was provided the necessary forms to provide to ********* to have the issue investigated. At this point my issue with Everi is resolved.