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Business Profile

Online Gaming

Caesars Interactive Entertainment, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

Customer Complaints Summary

  • 188 total complaints in the last 3 years.
  • 64 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/03/2025

    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 want my ************************************************************* error for account *********** I been going to caesars casinos over 30 yrs my sister ******** ****** is diamond I had activity within 6 months they erased my reward credits in error I wrote email & sent letter to caesars 3 weeks ago they ignored it

    Business Response

    Date: 06/16/2025

    Hello Michael, 

    We appreciate the interest you have in your Caesars Rewards account. In reviewing your account, I see that 15,830 Reward Credits ($158.30) expired on February 24, 2025, and the credits earned to extend were posted on the same day. I have contacted our support team to make a special exception due to it expiring shortly before the earned credits posted and the credits have been reinstated. Please note, reinstatement requests will only be considered once every 5 years, per account, across the company. Please let us know if we can further assist you.

    Kind regards,

  • Initial Complaint

    Date:05/30/2025

    Type:Customer Service 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.
    So I was playing blackjack someone said something rude to the dealer the dealer lied and said it was me after that they blocked my chat then limited me to just one hand which made me lose all my money when I did nothing wrong I then tell the dealer to call a manager and tell them she lied she sat there and just laughed in my face unprofessional Im posting a screenshot my name is backapino and the person and who said something rude was a person named riq clear as day that it was him she needs to be fired that was very unprofessional and I want my money back before I file a lawsuit I was wrongly blamed I want a refund of what I had before this incident occurred u guys wrongly limited my hands to just 1 when I was playing 3 all because this dealer lied that is also cheating I was winning and u guys made me lose on purpose

    Business Response

    Date: 06/02/2025

    Hello ******,

    We appreciate you taking the time to write and bring these concerns to our attention. In order to better assist with your inquiry, I can suggest contacting Horseshoe iCasino at ************ or ******************************************* We have also forwarded this inquiry to them for further assistance. Please let us know if we can assist you with anything further.

    kind regards,

    ********

    Business Response

    Date: 06/02/2025

    Hello,

    We have reached out to this patron multiple times and have left voicemails instructing her to reach out to the Live Dealer Customer Support as there is nothing that we can do once a customer is blocked from the chat. The patron has not reached out to us.

  • Initial Complaint

    Date:05/21/2025

    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 have 650 dollars on my ceasars account for nc Sportsbook , I added funds and made deliveries for my job in nc when I was done I tried to login and the suspended my account for no reason Ive verified my identity and there still holding my account hostage without real reason and wont let me place a wager , I wouldve won my bets but because of them I didnt

    Business Response

    Date: 06/16/2025

    Hello Qadarius,

    We appreciate you taking the time to write and bring these
    concerns to our attention. In order to better assist with your inquiry, we have
    forwarded a copy of your concerns to our sportsbook team for further
    assistance. In the meantime, please let us know if we can assist you with
    anything further.

    Kind regards,

  • Initial Complaint

    Date:05/12/2025

    Type:Sales and Advertising 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.
    ******* Online Casino in ******** has listed a $5 sportsbet for birthday. I am told that in order to receive the bet, you must wager $100. It is not listed as such. I am asking they either give me my birthday bonus, or correct the page to state that it requires $100 wager.

    Business Response

    Date: 06/02/2025

    Hello,

    We appreciate you taking the time to write and bring these concerns to our attention. In order to better assist with your inquiry, we have forwarded a copy of your concerns to our sportsbook team for further assistance. In the meantime, please let us know if we can assist you with anything further.

    Kind regards,

    ********

    Customer Answer

    Date: 06/02/2025

     
    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:05/12/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a debit card withdrawal on may 7 2025 & was told it would take up to 24hours to complete. Here we are may 10th and I still havent received my withdrawal. I call them every ************** tell me they need an additional 24 hours. Caesars Sportsbook is a scam! I will be reporting them to the ************************** in an attempt to shut them them in the state of ********. They are stealing money from people!!

  • Initial Complaint

    Date:04/29/2025

    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.
    To Whom It May Concern,I made a credit card payment today to my ******** credit card. In addition, I asked for help with omitting the late fee and interest fee due to the odd policy they have of getting payments in by 5pm when most other credit cards are due by 11:59pm that same day (some people work until that time, etc). This might be why the company is based in ****** to avoid regulatory laws, which is sometimes generally the case with credit cards based in ******. Nonetheless, I need assistance with the removal of the above mentioned since my payment was made over the phone today less than 2 hours ago (this is the same day the payment is due). Thank ********,

    Business Response

    Date: 06/02/2025

    Hello Miguel,

    Thank you for contacting Caesars Entertainment. We appreciate your interest in your Caesars Rewards Visa. Unfortunately, we are unable to assist with your inquiry. Please contact Comenity Bank directly at: 1-855-381-5712 and an agent will be happy to assist you. If we can be of further assistance, please let us know.

    Kind regards,

    LaQuanna

    Customer Answer

    Date: 06/02/2025

     

    Complaint: 23261057



    I am rejecting this response because: is this the right department for my inquiry? 



    Sincerely,



    Miguel Torez

    Business Response

    Date: 06/18/2025

    Hello,

    I'm uncertain about the next steps for this request, as I’ve already provided the guest with the appropriate contact information. Additionally, the issue appears to be with our banking partner rather than with our properties directly. Could you please advise on how I should proceed?

    Kind regards,

    LaQuanna

    Business Response

    Date: 06/18/2025

    Hello,

    I'm uncertain about the next steps for this request, as I’ve already provided the guest with the appropriate contact information. Additionally, the issue appears to be with our banking partner rather than with our properties directly.

    Kind regards,

    LaQuanna

    From previous response:

    Please contact Comenity Bank directly at: 1-855-381-5712 and an agent will be happy to assist you.

  • Initial Complaint

    Date:04/28/2025

    Type:Customer Service 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 trying to do a status match and make it to your Diamond level or higher. Can you kindly assist? Please see my status with ******** attached to this request.

    Business Response

    Date: 06/02/2025

    Hello ****,

    It is my pleasure to assist you with your Tier Status inquiry. At this time, we only status match with Wyndham. To submit a request for a Tier Match, please visit ************************************************************************* and follow the instructions to apply. Once you have completed the process, it can take up to 3 weeks for your account to be upgraded. Please let me know if I can be of further assistance.

    Kind regards,

    ********

  • Initial Complaint

    Date:04/22/2025

    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 did a ACH cash withdrawal on 4/2/25 for $890. I didnt receive it in 3 days so I called Caesar on 4/6/25 to check status. The lady I spoke to said it was approved and then verified the last four of the bank account number. I told the lady that it was sent to the wrong bank account ( I closed that account in 11/2024. She stated that since it was sent to the wrong account then the bank would have to send it back to Caesars then I would be able to withdraw it in the right account. From 4/6 up until yesterday I have gotten nothing but the run around stating that my funds was not sent from the bank, someone will contact me back, someone will escalate the matter, rudeness and ignorance. I finally decided to call my old back again today 4/21 and they stated that the funds was been sent back on 4/3 and gave me a trace#***************. I called ****** back after the bank call to update them and the *** said she will have someone contact me back. So I insisted on speaking to a manager or supervisor. The *** stated someone will call me back in ***** minutes but never did. I called again today around 4-5pm est time and spoke to another *** who claimed the manager called me but couldnt reach me( that was a lie because my phone doesnt have any missed calls). She put in another order or request for the manager to call me about my dilemma. I finally got a call from a ************ number with a person claiming they was a supervisor. They was so rude and ignorant on the phone and when I tried to explain my dilemma she hung up in my ear. Problem still not solved and everyone acts like they know nothing about my payment being released in my account so I can withdraw it to the right bank account/card.

    Business Response

    Date: 06/02/2025

    Hello,

    We appreciate you taking the time to write and bring these concerns to our attention. In order to better assist with your inquiry, we have forwarded a copy of your concerns to our sportsbook team for further assistance. In the meantime, please let us know if we can assist you with anything further.

    Kind regards,

    ********

  • Initial Complaint

    Date:04/21/2025

    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.
    On April 18th, 2025 I submitted a withdrawal for ********* from my caesars digital account.Two days later, I received an email saying my account was suspended. After reaching out to support, I was given no details as to why, or when I would receive my funds. at 5:39 PM on April 20th, I received an email saying my withdrawal was declined. After reaching out to support again I was told that my account was permanently closed due to a business decision but gave me no information as to how I would receive my funds.I am absolutely perplexed that caesars would treat its customers like this after winning. I still have not been given information on what would happen to my funds or how I would receive them. They have effectively closed my accounts and taken my funds.

    Business Response

    Date: 06/02/2025

    Hello,

    We appreciate you taking the time to write and bring these concerns to our attention. In order to better assist with your inquiry, we have forwarded a copy of your concerns to our sportsbook team for further assistance. In the meantime, please let us know if we can assist you with anything further.

    Kind regards,

  • Initial Complaint

    Date:04/21/2025

    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 am writing to formally express my frustration and disappointment regarding the delay in processing my $480 withdrawal. According to your stated policy, withdrawals are to be processed within 1 to 24 hours. It has now been over *******************************************************************I have contacted your support team more than 10 times seeking assistance, but I have yet to receive a meaningful response or resolution. It is unacceptable that Caesars Sportsbook is able to instantly take deposits but fails to uphold its own withdrawal timelines when it comes to paying out winnings.I expect my $480 to be processed immediately, and I also request a clear explanation for the delay. If this issue is not resolved promptly, I will have no choice but to escalate this matter further, including filing complaints with the relevant gaming authorities and consumer protection agencies.

    Business Response

    Date: 06/02/2025

    Hello,

    We appreciate you taking the time to write and bring these concerns to our attention. In order to better assist with your inquiry, we have forwarded a copy of your concerns to our sportsbook team for further assistance. In the meantime, please let us know if we can assist you with anything further.

    Kind regards,

Caesars Interactive Entertainment, Inc is NOT a BBB Accredited Business.

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