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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:01/24/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    THE ONLINE POKER *** IS RIGGED AND PREDICTABLE. IT FORCES YOU TO BUY MORE CHIPS TO CONTINUE. THE *** IS SET TO A SPECIFIC SEAT OR STYLE OF PLAY TO WIN OR LOSE. THIS IS FRAUDULENT. I WANT TO TAKE THIS ALL THE WAY TO THE TOP. I LOST REAL MINIMAL REAL MONEY TO OBTAIN FAKE CHIPS. ALL ONLINE POKER SITES ARE RIGGED AND SHOULD BE INVESTIGATED.

    Business Response

    Date: 02/09/2024

    Hello ******,

    Thank you for contacting Caesars Entertainment. I would be happy to assist you with your inquiry. In order to better assist you, please advise us if you are referring to the **** site or our Caesars Casino. We look forward to further assisting you.

    Kind regards,

    ********

    Customer Answer

    Date: 02/12/2024

     
    Complaint: 21190191

    I am rejecting this response because: they gave no response. All they did was ask a question. My answer to their question is Yes this is for the **** website.

     

    Please advise

    Sincerely,

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

    Business Response

    Date: 02/26/2024

    Hello ******,

    Thank you for your response. However, in order to properly assist with your complaint, we would need to know the correct department to forward your complaint to. If you could please confirm if this was through WSOP.com, Caesars online casino or ******** online casino. We look forward to further assisting you.

    Kind regards,

    ********

    Customer Answer

    Date: 03/11/2024

    YES IT WAS WSOP.COM

    Please Advise.

    Thanks

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

    Customer Answer

    Date: 03/27/2024

    Hello,

    Not sure why you closed this because  I responded and we were  waiting on their response. You weren't waiting on my response. Ok. just pass this off like everything else the BBB does. 

    Take care 

  • Initial Complaint

    Date:01/16/2024

    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.
    On November 16, 2023, I deposited $1,000 into Caesars Sportsbook online betting account and won a $950 bet on the same day. It was charged to my credit card. On November 18, 2023, I was sent an email from a Caesars employee stating that there was an issue with my deposit and to try to re-deposit. I didn't do so because I saw no rejections from my credit card company. On November 26, Caesars suspended my account and didn't allow me any access to it. I have been communicating with multiple employees over the past few weeks and keep on getting old it's "under investigation". I have repeatedly told them to send me the funds and close my account. I have provided them with all the documentation and verification that they've requested and now they simply haven't responded to any of my past 4 follow-up calls and emails.

    Business Response

    Date: 01/26/2024

    We have tried to contact this patron via phone and email. We have sent a check for the requested amount to the customer that was mailed out on 1/18/24. The issue is resolved.

  • Initial Complaint

    Date:01/11/2024

    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.
    To Whom It May ********* am writing to ask for some help regarding my sportsbook account on NY **********************. On Friday, 12/22, Caesars misgraded one of my bets. They graded it initially as a win, so I cashed out the winnings. The cash out was declined and the bet was then graded to a loss. Caesars took all the money from the account so my balance was left at $0. They placed a negative balance incorrectly on my account and when they took all the money back it left my account with a $0 balance, but they are saying it's a negative balance. Thus, I made a deposit of $1,000 into the sportsbook account, and then noticed that I could not place any ******. Additionally, Caesars sportsbook would not allow me to withdraw my deposit of $1,000. It keeps returning an error. I have contacted Caesars at least a dozen times since the start of the issue, and spoke to numerous representatives. They told me that the case would be escalated and that ticket number USD-****** was opened. I was told that they would update me once there is a response from their software team. I was informed that it should be in 24 hours, but it has been 2 weeks now and no updates on the same issue. I have tried to call and email Caesars but no one can assist with an update. It appears that no one is working to handle the issue and my account is just left on hold with my funds inside. Even when I call the phone number of the escalation agent, they are not in the office (goes to voice mail). I would appreciate it if someone from the BBB can help contact Caesars and have them update me on why my account is still not fixed. I will attach my email conversation with the Caesars agents along with the error message I receive in this email. I appreciate your assistance and help in getting this matter resolved quickly. Thank you very much!Respectfully, - ***********************

    Business Response

    Date: 01/17/2024

    The patron  is able to log in and place bets.The patron  successfully claimed their funds and was able to withdraw them. We have attempted to reach out to the customer several times through phone and email to inform them that the problem has been resolved. Additionally, the customer has direct access to multiple team members if they require any further assistance.



  • Initial Complaint

    Date:01/08/2024

    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.
    On the 18th of December 2023 I deposited money into my account with them to play with it never made it to my account has been pending for 3 days. I've contacted them every day since then to be told ******************************************************************************* just to be patient wait that's ridiculous that's my money there's no reason for this send my money back to my bank or put it in my account $15 yeah but still it's my money. And now it's telling me it's been posted but it's still not in my account.

    Business Response

    Date: 01/25/2024

    Spoke to the patron and she understood that we are returning the funds to the card that was used for the $15 deposit. Issue is resolved on are end as of 1/13/2024. 

  • Initial Complaint

    Date:01/03/2024

    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.
    I've been with Caesars not long I won't a bet for $695.00 Immediately places a cash out to my debit card which was almost 48 hours ago, still no money and customer service said it was sent to my card and it would be on there 30 minutes later I called hours after and then they tell me it was never sent it's still pending, it's crazy they would do people like this around Christmas but I feel like it's super shady and I don't like using this sportbook anymore

    Business Response

    Date: 01/03/2024

    Hello,

    The patron transaction was completed, patron confirmed that he received the funds, and the issue has been resolved.

    Customer Answer

    Date: 01/03/2024

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:12/18/2023

    Type:Sales and Advertising 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 12/10, I saw an advertisement for Caesars Sportsbook with a promotion of GET YOUR FIRST BET BACK! If your first cash bet loses, youll get it back as a Bonus Bet up to $1,000 due to this being a risk free bet I entered the promo code and was eligible for the promotion. I made a $1000 bet on 12/10 and lost, and became eligible for a free bonus bet. On 12/17 I made a bet using the $1000 bet promotion to win $1005. The bet won, however I was only credited $5 as a result of the winning and not $1005. Even when I placed the bet it said I would win $1005 and not $5, that alone is extremely deceptive and misleading. I called customer service on 12/17 and they said that the fine print is very tricky and a lot of customers have had the same complaint due to the deceptiveness of the advertisement. The terms and conditions did not clearly articulate $1000 doesnt count on the payout and you are only awarded the winnings of the payout. This is a scam and they are trying to trick people into getting a free bet that you never get back anyway.

    Business Response

    Date: 12/19/2023

    We have reached out to the patron and explained that the Terms and conditions of this promotion clearly states 
    9. The value of the Bonus Bet is not included in any winnings paid out.
    We also have it listed in our House rules
    Bonus wager stake is not included in any winnings from a redeemed Bonus Bet. 
    We provided a Bonus Bet of $100 to the customer as a one-time courtesy.

     

    Customer Answer

    Date: 12/20/2023

     
    Complaint: 21021296

    I am rejecting this response because:

    The promotion for the bonus bet is not clear about the bonus bet not being paid out as you have to read through the terms and conditions extremely closely to even find the tricky wording. Even the Caesars employee I spoke to said they trick a lot of people with these bonus bets. The main promotion is misleading and deceptive. Even when I went to place the $1000 bonus bet, the app said I would be paid $1005. That alone is extremely misleading and deceptive. They trick people with the wording of the promotion. I even reached out BEFORE I placed the bet and asked an employee to confirm I would be eligible for the $1000 bonus and to explain the terms and condition. They refused to do so. They would not even explain any part of it because they know they are trying to trick people. This is absolutely unacceptable 
    Sincerely,

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

    Business Response

    Date: 01/05/2024

    As stated prior. We explained that the Terms and conditions of this promotion clearly states 
    9. The value of the Bonus Bet is not included in any winnings paid out.
    We also have it listed in our House rules
    Bonus wager stake is not included in any winnings from a redeemed Bonus Bet. 
    We provided a Bonus Bet of $100 to the customer as a one-time courtesy.

  • Initial Complaint

    Date:12/07/2023

    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.
    On 12/3, I signed up for the Caesar's Sportsbook using a promotion to get a losing bet back as a bonus bet. They at no point provided the terms and conditions for this promotion - they are buried in a page on their main site. After making my bet I came across the terms and realized the first bet I made would not be eligible for the promotion as I used a profit boost token. The cashout option was not available despite me having placed the bet just minutes ago, so I contacted support asking if they could void the bet for me. The support agent said their trading department refused to void my bet!I figured it was no problem, because the terms and conditions for the promotion also state that "Only the consecutively first settled real money sports wager after registration per Participant qualifies for this Promotion". Just to get my bonus bet, I placed another bet before the first one settled. That one ended up losing. I still did not receive my bet. I contacted their support twice about this issue. One told me I was not eligible because my first wager was not a cash wager (it was), and the second told me I was not eligible because my first bet used a profit boost token. Even though it wasn't the first one to settle!!! The second agent then rudely ended the chat without letting me respond when I asked if my inquiry could be escalated!

    Business Response

    Date: 12/26/2023

    We were able to contact the patron about this issue. We also explained why the bonus was not awarded at the beginning of this month. As a one-time courtesy, we did credit the patron with a $50 bonus bet. The patron agrees this issue is resolved.

  • Initial Complaint

    Date:12/05/2023

    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.
    Date:12/04/2023 I would like to file a dispute. I took *************************** prop bets and he was injured on the very first play of the game. A lot of other platforms are voiding the bet and Caesars Sportsbook is saying my ticket is a loss but the man was injured the VERY FIRST PLAY OF THE ****

    Business Response

    Date: 01/09/2024

    Called patron explained the house rule that is attached. We did apologize for the experience that happened at the sportsbook *****************************. Patron understood. 

  • Initial Complaint

    Date:11/30/2023

    Type:Product 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.
    I'm looking for a resolution to an issue with a welcome offer that Caesars sent to me via a direct ad to open an account with their sportsbook. The promo was for $50 bonus bet and 10x tier rewards credit for the next 72hrs. When I noticed the promo wasn't working, I contacted Caesars and was told there was an issue. Because the promo is a timed sensitive one, I asked if I should continue wagering assuming the 72hrs would be back dated. The guidance I was given was to hold off until I get contacted from the rewards department regarding if the promo is active. About 5 days later I finally see the $50 bonus bet applied to my account (promo said I'd have 14 days to use while the bonus bet showed 6 days to expiration). I call again to inquire is this when the 72hrs begins since it is unclear and it is a time sensitive promo. I go through a similar process of calling and escalation when I'm told again to hold off until I get contacted via email about it. About 2 days after that I then see that my tier rewards in the first 72hrs of the account opening had been multiplied by 10, showing they went and backdated the offer. I proceed to contact a rep once again and now was told that it was correct since once the promo is set it should backdated. I asked the rep if they could escalate that issue to a supervisor since two supervisors already had told me to wait to wager. The rep proceeded to tell me they won't do that since I'll get the same answer as what she was telling me and I should open another ticket to fix it. This is incredibly frustrating as I've spent the past week trying to fix this issue. I had asked that specific question early on and was given guidance contrary to what they proceeded to do. I have been the one to follow up 100% of the time now and my emails and voicemails go unanswered. I should not lose an offer due to following directions. I want all my previous ****** 10xtier with the next 72hrs 10xtier due to constant conflicting info as to when to wager

  • Initial Complaint

    Date:11/27/2023

    Type:Sales and Advertising 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 joined caesars on a promotion deal, deposit $2500 and receive $2500 in credits. They wont let me take my money unless I satisfy a wager no one explained what does it even mean I made a $2500 dollar bet with my own money and won, I still couldnt play or withdraw, I've contacted customer service 3 times now, I've waited 24 hours like the 1st person told me, now a supervisor is saying I have to wager 75000$ to get my money this is crazy who would jeopardize all that money, they say it is in terms in fine print , this is total scam to lure people to sign up with them and take their money, please Send me a check, do whatever you need to do, this is unacceptable, please help

    Business Response

    Date: 11/28/2023

    I spoke to this customer yesterday 11/27/2023. He opted into a 100% deposit match up to $2500 promo. The wagering requirement is $75,000 the customer has only played into $14,364.06. He contacted us requesting his money back and was declined. He is very aware that he needs to complete the wagering requirement in order to receive any funds he may win. It also is *********** responsibility to read the terms and conditions to any promotion they would like to participate in. I have attached a screenshot of his wagering requirement and his progress. I also attached the promotions terms and conditions. 



    Business Response

    Date: 11/29/2023

    Business
    Most Recent Message
    Date Sent: 11/28/2023 1:25:11 PM
    I spoke to this customer yesterday 11/27/2023. He opted into a 100% deposit match up to $2500 promo. The wagering requirement is $75,000 the customer has only played into $14,364.06. He contacted us requesting his money back and was declined. He is very aware that he needs to complete the wagering requirement in order to receive any funds he may win. It also is *********** responsibility to read the terms and conditions to any promotion they would like to participate in. I have attached a screenshot of his wagering requirement and his progress. I also attached the promotions terms and conditions. 

    Customer Answer

    Date: 11/29/2023

     
    Complaint: 20920500

    I am rejecting this response because:

    the casino is trying to scam people by advertising that they will match your initial deposit up to 2500$ without other terms 

    then hidden in small font a 44 conditions is jammed there to scam you by forcing you to play 75 times what you put in 

    the advertisement is very misleading and they know if they explain the terms no one will sign 

    after that their customer service wont even explain the issue and keep saying we dont know it is on the terms 

    False advertisement and hidden notes is bad faith and still considered scamming 

    please help me resolve this issue 

    thanx 

    Sincerely,

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

    Business Response

    Date: 12/06/2023

    At Caesars we try to make the terms and conditions easy and accessible for the consumer. With the promotions terms and conditions posted throughout the time of the promotion and additional Casino FAQ, and Games Excluded from Casino Bonus pages constantly on display for customers to read on our Promotions page. In the case of this customer, the customer was told multiple times of the terms and conditions and wagering requirements for the promotion.
    This was an opt in via code upon registration promotion. According to out terms of use on our site You should read all of these documents carefully as each one forms part of the legally binding agreement between You and Us. By clicking on 'Submit' or 'I Agree' and accepting these Terms of Service, or by using the Services, you are also acknowledging and accepting these Agreements.
    Meaning it is up to the customer to read all terms and conditions prior to opting in promotions.
    We thank ***************** for his patronage, and we hope that this information helps him with future wagering. 

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

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