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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:11/27/2023

    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.
    I was tricked via bait-and-switch tactics. I clicked on an advertisement that offered $250 in bonus bets for a $50 deposit and bet. After clicking the link, I was prompted to download the app where I deposited and bet $50. I did not receive the $250 in bonus bets that the ad promised. Caesars claims that I did not opt-in but there was no option to do so. This is false advertising. I dont understand why established businesses feel the need to be shady. I would like my bonus bets that were promised and displayed in the attached file.

    Business Response

    Date: 11/27/2023

    Hello ****,

    That was an old promotion that the customer pulled from an affiliates website, that is why the customer was not credited.  We will credit the customer as a one time courtesy.

    Customer Answer

    Date: 11/29/2023

     
    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:11/15/2023

    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 have placed ****** on what is supposed to be the "Live" odds; however, even after the App updates, the lines never move. So, I am placing money on lines/odds/over-unders that y'all are telling me are live when those ****** have actually already moved yet my App does not show that same information. And yes; I'm wagering on secure internet that is not dropping out at all.

    Business Response

    Date: 11/20/2023

    Hello All, 

    Thank you for your enquiry. Per our house rules regarding third party data,

    "DATA SUPPLIED BY A THIRD PARTY
    Please be aware that data such as current scores, time elapsed etc. that is displayed on our site or on display boards is sourced from a 'live feed' provided by a third party and may be subject to time delay and/or be inaccurate. If you rely on this data to place ******, you do so entirely at your own risk and *********** accepts no responsibility for any loss (direct or indirect) suffered by the customer as a result of your reliance on it.
    *********** will ensure that any statistics/line data that is made available to the player pertaining to an event uses a licensed source allowed and is kept reasonably accurate and updated. As required by relevant gaming regulatory body, *********** will review the accuracy and timeliness of any statistics or line services."

    Please also note that with live ****** the odds can change quite rapidly. Should any odds/lines change, the patron will be prompted to accept any changes not reflected prior to the wager being placed. To ensure that no delays occur on the patrons end, they can try the following steps:

    -Restart the device

    -Clear cache and cookies

    -Ensure a strong, stable internet connection is observed

    -Ensure the device and application are updated with the latest software

     

  • Initial Complaint

    Date:11/03/2023

    Type:Service or Repair 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.
    November 2, 2023, I deposited 200 for a first deposit deal for a full 100 percent deposit match and an 10 dollar extra guarantee and then did not get it. I contacted a support person and they flat out and smugly refused to help.

  • Initial Complaint

    Date:11/01/2023

    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.
    I joined caesars on a promotion deal, deposit $50 and receive $250 in credits. I made a $50 dollar bet with my own money and won, I received the $250 in credits and continued to ******. I'm now done with the free credits and would like to withdraw my $118 that I've earned, but the app won't let me. I tried 3 times to enter my debit card info and I get a message that says, we're unable to verify an account for you, I try again and it says, adding a debit card is not available, please use a saved card. I've used the same card every time, it will let me deposit the money but it won't let me withdraw! I've contacted customer service 3 times now, I've waited 72 hours like the 1st person told me, I've waited over 24 hours for an email like the 2nd person told me, and the 3rd person can't do anything until this is checked in to. I've tried using another card, same thing happened. I've been on 3 other betting apps that have allowed me to withdraw my winnings on the same card I used on the Caesars app, no issues. Only Caesars has a problem giving me my money, and I refuse to put more info on your app for a different kind of withdrawal, especially after finding out ******* had a massive data breach not to long ago. I want my money! Send me a check, do whatever you need to do, this is unacceptable, I've done my part, do yours!

    Business Response

    Date: 11/02/2023

    Spoke to the patron on the phone.  Discussed the issue the patron is having with withdrawing and

    will be guiding the patron thru the process of trying a different method to withdraw.

    Provided the patron with a direct line to a supervisor.  If any issues arise, the patron

    can reach out to us directly. 

  • Initial Complaint

    Date:10/26/2023

    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.
    It has been over a year since Ive logged into the online gaming site. I deposited money on 10/22/23 with a current debit card and ended up winning $1,000 which I submitted for a withdrawal on 10/23/23 via my verified PayPal account. I was requested to upload 2 bank statements, a physical photo of the debit card used which I was told by a rep via email that I wouldnt have to provide further information once the physical photo of the card was accepted. 10/24/23 the photo of the card was accepted via the app and now Im being asked to provide additional photos of full cards that have long since expired or letters of ownership from the bank showing the full account numbers for payment methods that havent been used in over a year and have since expired.

    Business Response

    Date: 12/04/2023

    $1000 withdrawal was processed to PayPal account on 11/8/23. 

  • Initial Complaint

    Date:10/24/2023

    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.
    An account on this site was fraudulently made with my information in the *****************. I contacted them and made them aware of the situation and told them that nearly $2,000 was used from my stolen bank information. This happened on the 18th of this month and since the 18th all they have done have told me itll take ***** hours to resolve and any time I contact for an update they tell me itll take another ***** hours. Im going to submit the pictures of the conversations I have with them confirming this but this looks like more of a scam by them rather than helping me and refunding my money. Please watch out for this company. They need to refund my money or law enforcement will be involved. The reference number of the complaint through Caesars site is 231018-000246

    Customer Answer

    Date: 10/26/2023

    More of the same lying and stalling

    Customer Answer

    Date: 10/28/2023

    Sending a repetitive email over and over even though its been well over 48 hours. Its clearly a scam.

    Business Response

    Date: 11/01/2023

    Customer has violated ********************** Terms of Service. His account has been permanently closed.

  • Initial Complaint

    Date:10/24/2023

    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.
    Caesars Sportsbook ******* has suspended my account without cause (username beavinjacob10 and email ************************* They asked for documentation to unlock the account and said they would unlock it within 48 hours of receiving documents. I submitted documents more than 72 hours ago at this point. They are holding $14,000 or more in the account that I need access to immediately.

    Business Response

    Date: 11/11/2023

    Per your patron's request, the patron's Caesars account is open, and the funds that had been requested appear to have already been deposited into the bank account. We have tried contacting the patron multiple times via phone and email but have yet to be successful.

  • Initial Complaint

    Date:10/02/2023

    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.
    9/12/23 ******** Sportsbook withdrew three times from a closed account -- $400, $375, and $250 from my bank account. I have repeatedly tried to speak with them and they will not speak with me stating it is a closed account.

    Business Response

    Date: 10/17/2023

    After talking to this patron and his mother, we apologized for the customer support the patron had. The issue was addressed and solved. 

  • Initial Complaint

    Date:09/29/2023

    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 deposited using a bonus offer, completed the requirements but my funds are stuck in bonus funds, I am allowed to withdrawal $488 but it won't allow me to & has an error when I try to play any games it says insufficient funds. I contacted customer support yesterday @6pm yet here it is the next day @1pm & I have not heard anything from the escalation team.

    Business Response

    Date: 10/02/2023

    Issue is resolved. 

  • Initial Complaint

    Date:09/25/2023

    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.
    I am locked out of my account. They tell me my email account has them marked as spam so they cannot send an email to reset password but that is not true and they will not help to resolve the problem

    Business Response

    Date: 10/02/2023

    We spoke directly to the customer. Customer marked the email address that sends reset password emails to him from the Caesars system as spam. Customer has been provided detailed instructions how to remedy the issue. This is not a Caesars technical issue rather a user error. Customer has direct number to a ********************** representative.

    Customer Answer

    Date: 10/14/2023

     
    Complaint: 20647256

    I am rejecting this response because: incoming email from caesars  is NOT marked as spam. Caesars customer is not helping. I am still locked out of my account.

    Sincerely,

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

    Business Response

    Date: 10/18/2023

    We reached out to the patron about this issue. We walked the customer through the login process. The patron was able to log in, and the problem was resolved.

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

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