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:09/25/2023

  Type:Product 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 contacted customer support about the missing ********************** rewards on September 15. Since no one can help with the issue after being transferred to 4 different places. I emailed customer support. Never hear anything back yet. I opened the Caesars rewards credit card and finished the requirements. I never received the rewards. Please investigate whats going on with the account. I can be reached at ************.Thank you.

  Business Response

  Date: 10/02/2023

  Hello ****,

  We appreciate your interest in your Caesars Rewards account. We are sorry we missed the opportunity to assist you sooner. Due to the high number of e-mail requests that we receive, our response time can be delayed. However, I now see that you have been replied to directly by one of our team members. Please let us know if we can be of further assistance.

  Kind regards,

  ********

• Initial Complaint

  Date:09/15/2023

  Type:Product 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.

  Now on week number 3 of waiting for them to put the check in the mail! Week after week they promise theyre mailing the check and I call back to find out its not even been sent out yet! First they lost my withdrawal slip, then they had technical difficulties. And the managers almost seem to have some smug satisfaction in telling you theres absolutely nothing they can do, youll just have to wait another week. They now tell me the check has been sent out on the Friday of the the third week of calling, and theres no tracking number. Just wait another 14 days!

  Business Response

  Date: 10/02/2023

  We cannot find the customers info in the **** system. Customer would have to provide the email that they have on the account. 

• Initial Complaint

  Date:09/15/2023

  Type:Sales and Advertising 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.

  ******** sports book advertised the bet "*********** | Player To Score 3 Or More Touchdowns" on 9/14/2023. This bet was not paid, despite ********************* scoring 2 ******* TDs and 1 passing TD (2+1=3). The representative indicated that passing TDs do not count towards this bet. This stipulation is not made available to customers in any way. It is not indicated on the bet slip, nor in the "House Rules" entry for this bet type: "Player To ********** More Touchdowns 1. Predict whether the specified player will score at least X touchdowns in the match.2. Overtime counts and bets on players who are 'suited up' and ready to play will count. Bets placed on any player not 'suited up' will be void.3. If not, enough touchdowns are scored stakes will be lost."

  Business Response

  Date: 09/18/2023

  Per our House Rules and the Traders, the wager was graded correctly and will remain as a loss.  The House Rule is below.  

   

  4. A touchdown is scored when: the ball is on, above, or behind the plane of the opponents' goal line (extended) and is in possession of a runner who has advanced from the field of play into the end zone.

• Initial Complaint

  Date:09/15/2023

  Type:Billing 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.

  I am VERY LIVID WITH WHAT HAS TRANSPIRED TONIGHT. I HAD NO PROBLEMS PLACING BETS AND WHEN I LOST A BET THERE WAS NO ISSUE WITH YOU ALL TAKING MY MONEY. I WENT TO CASH OUT @ SPORTSBOOK IN PERSON AND WAS TOLD THERE WAS A HOLD ON MY ACCOUNT AND NO ONE KNOWS WHY. I HAVE NEVER HAD A ISSUE WITH IN PERSON WITHDRAWALS. HONESTLY I WOULD NOT BE MAKING A BIG DEAL BUT I HAVE A 5AM FLIGHT AND I WAS DEPENDING ON THAT MONEY FOR THIS TRIP. THIS BEYOND UNACCEPTABLE AS A BUSINESS FOR YOU TO HOLD MY WINNINGS FROM ME AND NOBODY CAN TELL ME AS TO WHY. THERE IS NO WEIRD ACTIVITY ON MY ACCOUNT NOR HAVE I REPORTED ANYTHING ON MY ACCOUNT. IF MY ACCOUNT IS FREAKING RESTRICTED FOR WITHDRAWALS WHY WAS I ABLE TO CONTINUE TO STILL PLACE BETS? HOW DOES THAT MAKE ANY **** SENSE? YOU WILL LET ME PLACE BETS AND IF I LOSE TAKE MY MONEY BUT WONT LET ME CASH OUT MY WINNINGS? LET ALONE WHY WAS I NOT NOTIFIED WHEN THIS RESTRICTION WAS PUT ON MY ACCOUNT SO IT COULD HAVE BEEN ADDRESSED? I NEED/WANT SOME ANSWERS!

  Business Response

  Date: 09/18/2023

  The customer had his account locked to due multiple attempts to deposit with an unauthorized Credit Card.  The account was unlocked once the issue was resolved and the customer withdrew his funds on 17 Sep 23.

  Customer Answer

  Date: 10/02/2023

  Issue had been resolved 

• Initial Complaint

  Date:09/13/2023

  Type:Customer Service 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.

  Around 8:00am CT on August 26, 2023, I was reviewing the soccer markets on the Caesars Sports Betting app. Suddenly, three-quarters of my account balance disappeared. I looked in the pending ****** screen and noticed that a $2,550 bet was placed on the opposing soccer team that I had previously placed $12, $18 and $25 in-play bets earlier that morning. I immediately called Caesars customer service to report what had occurred and asked that the bet be cancelled since I didnt place the bet. Placing a bet requires the user to swipe from the bottom to the top of the screen, so its difficult for the user to accidentally place a bet. The rep called the Trading desk and the trader refused to cancel the bet. I repeatedly asked to speak to a manager and 3 different reps refused to transfer me to a manager. I spent 3 hours going around in circles with customer service. They opened a ticket *************** and said that the Software team would investigate and I would receive a response within 24 hours.After getting off the phone with customer service, I called *****************, the Digital VIP Account Executive assigned to customers in the Diamond Elite tier status. Although ****** was on sick leave, he did return my call quickly. I explained the current situation with the $2,550 disappearing from my account and all the other issues I was experiencing with the app (e.g., bets being accepted twice with a different transaction number but with an identical time stamp). ****** said he wasn't surprised this happened since there had been many complaints about the app since the upgrade.Please see the Word document attachment to review the rest of the complaint.

  Business Response

  Date: 09/18/2023

  This incident has been reviewed by Internal Software.  The wager was placed by the user and was not due to a technical issue.  The customer will not be credited. 

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20595299
  
  I am rejecting this response because: My betting history shows that I never placed that large of a prop wager on any event in the ******** app and I did not place any large bet on the soccer game in question. I did not swipe the erroneous bet in. ******** is aware of the multiple problems with their app as confimed by their ambassador.

  ******** has retaliated against me for filing this BBB complaint by closing my account on September 15. They are also refusing to refund my open ****** on future events. They allege they will issue a check if the future ****** win, but I have no confidence that they will do so.

  Sin******,

   *******************

  Business Response

  Date: 09/21/2023

  Customer's account is permanently closed due to inappropriate language used with Caesars representatives and death threats directed at her VIP Host. Any pending ****** that are settled as wins will be paid to customer via check. We will not respond to future claims from this customer. Our actions are in accordance with our Terms of Service.

• Initial Complaint

  Date:09/13/2023

  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.

  I signed up for a new account with www.casers.com with the sole purpose of taking advantage of their free bonus bet up to $1,250 if the first qualifying bet didn't win. I even had an online chat with a representative asking for help signing up. I was having a hard time signing up and using the promo code. The person on their end helped me and I was on my way. I placed my first wager of $500 shortly after. The wager lost so I was expecting to see a $500 bonus bet. I even contacted support AGAIN to clarify if the bonus bet had to be used all at once or if it could be split up. Either way I was never given a bonus bet. I contacted the company and was told that I had inadvertently selected two promos...not even sure how that's possible...so ******** took it upon themselves to pick the lesser of the two promos.

  Business Response

  Date: 09/18/2023

  The customer is correct.  He should have received a $500 Bet credit for the New User Promo.  The customer used 2 $50 Bet Credits already and the additional $400 Bet Credit has been added to his account.

  Customer Answer

  Date: 09/18/2023

   
  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. Thank you for helping me resolve this matter and thank you to ******** for reversing their course. I appreciate it and will continue using their app exclusively. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/06/2023

  Type:Product 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.

  Please validate this bet Response I am happy to inform you that your request has been forwarded to the appropriate department, please allow up to 24 hours for a response. Is there anything else I can help you with today? Subject Betting issues ********************* FA86ACF3695796E3 LA, Auto-Response By (Administrator) (09/04/2023 05:17 PM) I am happy to inform you that your request has been forwarded to the appropriate department, please allow up to 24 hours for a response. Is there anything else I can help you with today? 2-Leg Parlay Settled Over 7.5 **** Total Runs Live@+115 ***************** at ***************** Sep 4 | 3:07pm Won Over **** **** Total Runs Live@+110 **************** at *************** Sep 4 | 3:10pm Lost Hide Details Date Wager Placed:Sep 4, 2023 4:29 PM Bet Type:2-Leg Parlay Wager:$1,000.00 Payout:$0.00 Reference #:210c12c0-4b6a-11ee-988f-1be330ae0eba [---002:000421:42391---]

  Customer Answer

  Date: 09/06/2023

  Is it even possible to put this bet in the time 4:**** cst I know I bet on the ****** not on the reds game the reds game ended 20 minutes earlier the lines would be different I was inside the casino when I put in this bet 

  Customer Answer

  Date: 09/13/2023

  Hello *********
  
  Information below thank you.
  
  APP VERSION:
  NAME: ***********************
  STATE: *********
  EMAIL: *********************                
  TIME: 4:29CST
  DATE: 9/4/23
  GAME ******* ****** / ******* Not Arizona / Reds
  SOFTWARE: IOS not sure
  DEVICE: (include make and model)
  $ **** 1000
  ERROR: Please check if this bet is even possible at 4:29 what was the line for arizona. And from what I remember when I submitted the bet for ******* the line was 8 or 8.5 not 7.5 I know I bet on the over on the ****** game because I didnt even look at the over under for the reds/dbacks game. I reviewed the games and at 4:29 its hard for me to believe the line would even be **** but for the ****** it makes sense because runs were being scored / runners on base.
  SCREENSHOTS:
  ****:Hi, my name is ****. How may I help you?
  ***********************: Chatbot Transcript:
  *****: Thank you for contacting Caesars Sportsbook. My name is *****. Here are some things I can help with:Account Information, Betting, and Caesars Rewards. You can also say More Options.
  *****: What information can I help you find?
  ***********************: One of my bets didnt get graded right
  *****: Sorry, I didn't understand that, can you please rephrase your question?
  *****: Do you need help with anything else?
  ***********************: My bet is a winner
  *****: To see how much your bet won,click the player icon in the top right of the app and select "Betting History." Any bets marked as "Won", will display the win amount in the bottom right corner.
  *****: Do you need help with anything else?
  ***********************: Live agent
  *****: One moment please while I transfer you to someone who can help you.
  *****: Leaving this chat window may cause your chat to disconnect
  ***********************: High one of my bets was not graded right
  ***********************: hi*
  ***********************: it was the parley two for 1k it was a live bet ****** vs rangers and *******
  ****: I'm sorry for the inconvenience. I will be assisting you with that. In order to verify your account, please provide me with your date of birth and the last 4 of your ssn
  System: Customer is sending a file
  System: File received successfully. IMG_6303.png (477.61KB)
  ***********************: 10/27/1989 8525
  ****: Thank you for verifying your security information. Please allow me a few minutes to look at your account. 
  ****: Thanks for holding, I'm checking on this, one moment please
  ***********************: Yea
  ***********************: Yes*
  ***********************: Can I get an update
  ****: Thanks for holding, after checking on this I see the bet was settled as a loss since the game ended in 9 runs
  ****: You selected ****
  ***********************: ?
  ***********************: I selected game to go over ****
  ****: The one for ****** was a win but the one for mariners ended as a loss since the game ended with 9 runs, your selection was to go over ****
  *************************************************************************
  ****: Is there anything else that I can do for you today?
  ***********************: The ****** game was **** the other game was 7.5
  ***********************: like that makes no sense
  ****:
  These were your selections for that bet
  **************** at ********** RedsMLB
  
  ****:On the one you selected for ****** and mariners it was a win
  ****: This one you asked why it was a lost it was blue jays and the other oen was mariners ad I provided you the reason why that leg was settled as a loss
  ***********************: its not *******
  ***********************: its *******
  ***********************: ******* vs *******
  ****:
  Once again, these were your selections for the bet:
  **************** at ********** RedsMLB
  Over (****)Total Runs Live
  
   
  Toronto Blue Jays at ******* AthleticsMLB
  Over (7.5)Total Runs Live
  ****: The one for ******* wins but the one for mariners lost - the bet was settled as a loss for the reason I provided you before. Is there anything else that I can do for you today?
  ***********************: This is bullshit
  ****: Since has been established that there is nothing else I can help you with.  I'll close the chat session. If you have any other questions, please check our help section or contact us back at any time. Thank you for contacting Caesars Have a good 

  Question Reference # ******-002299
  Date Created: 09/04/2023 04:38 PM
  Date Last Updated: 09/12/2023 09:20 AM
  Status: Solved
  Sent from Mail for Windows

  Business Response

  Date: 09/19/2023

  After reviewing this issue with *************, we concluded that no errors were observed with line changes at bet placement. The patron observed the lines stated in previous sessions but clearly saw the lines and continued to place the bet slip as intended. We have reached out and informed the patron of this conclusion. 

• Initial Complaint

  Date:08/28/2023

  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.

  ********* casino ** (which is owned by caesars interactive entertainment) stole my money. Shortly after making a $500 deposit I was unable to log into my account to wager. I spoke to someone on live chat who instructed me to try logging in on another device and that's what I did. After trying to log in on this device my account was restricted for "too many log in attempts." I have spoken to several condescending live chat agents and they said they can't reverse my deposit until the restriction is lifted and I should hear back by email. Well it's been a month and have not heard anything and tropicana casino still has my money. I just want my money back and will never be playing at this casino again

  Business Response

  Date: 03/14/2024

  We appreciate you taking the time to write and bring all 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 addition you may reach out to the Sportsbook team directly and request to be connected to the escalation specialist. They can be reached at ************************************************** or call ************. Please let us know if we can assist you with anything further.

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

  ***** Hotel Operations

• Initial Complaint

  Date:08/15/2023

  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.

  My debit card was used fraudulently at this establishment when my bank shut it down. Now Caesars has listed this fraudulent charge as a debt on my credit. I am seeking this to be removed.

  Business Response

  Date: 09/18/2023

  Hello,

  Thank you for contacting Caesars Entertainment.  We would be happy to assist you. However, since we have over 50 locations across ***************** and ******, would you please provide the Caesars Entertainment property name and city for your inquiry? Once we have this information we will be happy to have the appropriate *************** you.Thanks again and we look forward to your reply.

  Kind regards,

  ********

• Initial Complaint

  Date:08/14/2023

  Type:Product 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 took advantage of a promotion from Ceasars Rewards to use their Ceasars ************ operated by *************** I am supposed to get certain amount of points based on category of spend, and I have not been receiving those benefits accurately, and no one is able to provide an accounting of the points I've received. For example, in April I spent $2,672 and only received 520 points. At at least one point per dollar spent, that would not be possible. This happened in May, June, and July as well. Also I received a promotion offering **** tier credits for spending $100 outside of Ceasars properties from June 1 - June 30. I spent $103.25 during that time period, but did not receive the tier credits. I am continuously promised return calls, or emails, and they never happen. I've tried resolving this at least 10 times until eventually they tell me there is no way to help me, and no way to reconcile the points received by spending categories. I would think this would be something that appears on the statement like all other credit cards do, but it seems I just get a random amount of points with no explanation.

  Business Response

  Date: 08/15/2023

  Hello *******,

  Thank you for contacting Caesars Entertainment. It is my pleasure to assist with your inquiry. As discussed over the phone, once we receive the required information we can further assist you. We look forward to further assisting you.

  Kind regards,

  ********