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:08/14/2023

  Type:Product 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.

  Their racebook wont let me withdrawal.

  Customer Answer

  Date: 08/28/2023

  You can close this complaint.  The withdrawal finally worked.

• 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 recently decided to give the website a try and deposited $90.After placing several bets, I did not like the User interaction and decided to pull out my money and take my business elsewhere.Getting this money back though has been a huge issue.They were quick to take my money, but withdrawing the money into the same payment method has now become a huge inconvenience.I had to provide screenshots, of which I was told was not an issue.Now I just received an email stating I have to explain why I deposited and withdrew money on the same day.

  Business Response

  Date: 08/14/2023

  After review of our account databases, we are unable to find this customer's account with the name and email provided.

  If the issue persists, please provide the website (url) where deposit/wager occurred.

  Business Response

  Date: 08/15/2023

  WSOP.com is committed to strong AML practices and in doing so suspicious behavior is continuously monitored for every player on WSOP.com.This player deposited, and then never played before withdrawing, which raised a risk and fraud flag. The withdrawal can be processed once the player responds to the email. 

• Initial Complaint

  Date:08/11/2023

  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.

  Referred a friend to receive the $100 bonus waited and contacted customer service 3 times and was told to keep waiting then finally received an email stating I didnt qualify that I needed to read the * and C. Seriously your response is that I didn't do something thing right so I need to figure it out? He opened an account placed a large wager and won so the house is trying to get back winnings other ways. I have friends that have had the same experience so I do not recommend using them.

  Business Response

  Date: 09/21/2023

  Our records show that the customer attempted to use the referral link on 29 July 2023, but the referee had already opened their account on 15 May 2023 and attempted to deposit on 16 May 2023.  The customer does not qualify for the Promotion. 

• Initial Complaint

  Date:08/08/2023

  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.

  Caesars Offers a rewards program for gambling and spending money at all of there resorts. My rewards account was merged with another rewards account, with out my authorization. Which resulted in my rewards account being deleted and having no access to the rewards, promotions, comps and status I have earned over the last 15 years with this company. I have submitted this to them on 8/4/2023 and have still to receive a response. When I asked to speak with a manager I was told they are not in. This is impacting an annual trip I take for my birthday every year at the **** location on the weekend of 8/12-8/13.

  Business Response

  Date: 08/25/2023

  Hello ****,

  Thank you for contacting Caesars Entertainment. We appreciate your interest in your Caesars Rewards account. For security purposes, please provide your Caesars Rewards account number if available, date of birth and full address (street, city, state, zip/postal). We look forward to hearing from you and assisting you further.

  Kind regards,

  ********

• Initial Complaint

  Date:08/07/2023

  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 hit a bonus on lightning shenlong on July 26th 2023 at 11:01 am on a $1.20 bet. I hit 7 lightning bolts for all different amounts (you only need 6 to trigger the bonus) as soon as I hit it the bonus it showed technical error and kicked me out of the game. I was supposed to also get free spins from my bonus. I would like to get payed for my bonus. I never experience technical difficulties when I have to pay to play. I have reached out to caesers sportsbook online and by phone only to be told their is no resolution. Attached is a screenshot of bonus hit and me reaching out to caesers sportbook

  Business Response

  Date: 08/15/2023

  This player's ticket is still ongoing. We've reached out to her on several occasions stating the status of her ticket. We have re-reached out to her again to confirm that we are still actively looking into her dispute. For the delay we have issued a casino credit of $50(1x) for the wait. She was happy with that. We told he when we get her final outcome, we were sure to reach out. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20430573
  
  I am rejecting this response because: I received an email that they closed the ticket out and no money would be paid. Then I recieved a  phone call stating they are reopening the claim and will apply $50 credit and will let me know the outcome.  I have yet to hear back regarding the outcome.  I did receive a $50 credit, however my bonus was worth more than that. 
  
  Sincerely,
  
  *********************

  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:08/07/2023

  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.

  Caesars Entertainment regulates the Caesars Reward Program rewards for Comenity Banks Caeasar Rewards Credit Card Mine ends in #**** My rewards number to help the business but dont publish online *********** ***************** With the credit card if you spend over $**** you get **** tier credits applied to your account it is not a one time occurrence according to their website. I had an issue with the company not applying the tiers for months last yr in 2022 as well. Contacted ******** in customer service at comenity/********************** reward credit card who verified I spent well over $**** in in 2023 from jan -march 2023. I have waited well over 5 months for caesars to apply the correct tier points to my account. It has been over half a year and they have failed to do that. Since reaching out to this business never seems to work well for me I am asking for the BBB to act as intermediary and assist. This company's representatives tend to be dismissive, selfish and rude. SInce this happened a year ago too I am troubled that the business seems to make ridiculous levels of procrastination a pattern of avoidance. Please help. Apply the correct TIERS POST HASTE. The year is almost ending!

  Business Response

  Date: 08/14/2023

  Hello ******,

  Thank you for contacting Caesars Entertainment. It is my pleasure to assist you with your Caesars Rewards account inquiry. The bonus Tier Credits were added to your account on August 11, 2023. We apologize for the delay. Please let us know if we can assist you with anything further.

  Kind regards,

  ********

  Customer Answer

  Date: 08/29/2023

  The business took several months to apply the correct tier points. Some kind of goodwill credit sure to their significant delay(which happened last year too) I think it's reasonable. I didn't mean to delay replying. can tgif pear be briefly reopened? I thank the business for placing the correct points in my account. I've spent over 10k on the credit card and had reached the viable number in April. We are at the last third of the year when they did what they were supposed to. Some kind of rewards credit is reasonable to ask

• Initial Complaint

  Date:08/02/2023

  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.

  At the Caesars Hotel and Casino in ************* I was made Diamond status/tier for my players card and part of that comes with a $100 celebration dining credit, I have been told I would receive it: - after 1 week - after getting 100 tier credits - after 2 more weeks - now after 1 more week The protocol that I was told from the beginning was that I would receive it instantly or within a week, they all keep giving me different answers instead of ************ add the $100 dining credit to my account

  Business Response

  Date: 08/03/2023

  Hello ******,

  The Celebration Dinner is in your account ready to be used, it can be redeemed at select Caesars Entertainment owned restaurants. To take advantage of this benefit, simply show your Caesars Rewards card and ID at the restaurant, do not charge your meal to your room. If a physical voucher is required, please stop by the Caesars Rewards Center. Keep in mind, if you choose not to use the $100 at one time, the remaining value will be lost. Please let me know if you have any further questions.

  Kind regards,

  ********

  Customer Answer

  Date: 08/03/2023

   
  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:08/02/2023

  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.

  Ive had so many complaints with Caesars and their arrogance is really what is so galling, and has driven me to finally come to my senses and close my account. I really believe they have nothing but contempt for their clientele, who they look down on and view as lowlifes. Anyway, the most recent situation concerned a bet that I DIDNT MAKE! On July 28, at 11:25pm , I attempted to make a wager on an active game. When I hit the send button to accept the wager, the green accept button changed to yellow and the odds showed an arrow down with an adjustment to the odds made, dropping from +550 to +420. The yellow button then read accept the change. I DIDNT PRESS THE BUTTON! I then went back to the site to see what prompted the change. I decided to make a different wager instead , since I wasnt pleased with the odds dropping, but when I attempted to make another wager I was refused for having INSUFFICIENT FUNDS. I had no money left because they took the funds from the initial bet even though I never approved the odds change and NEVER pressed the button to accept it. I put in a complaint immediately and , of course, was dismissed without so much as a response . They claimed to have sent an email response which I guess conveniently never arrived. But its no different than the other complaints I filed , calls I made that went unanswered. The 2 hours I waited a few days prior to be paid for the winner of the ******* Open. Why wasnt I paid immediately? I was told they were reviewing the wager! What??? I swear, its gotta be a bunch of arrogant loners that flag the accounts of people who have the audacity to question any of the unethical practices they continue to follow. Just a horrible Company that Im glad to disassociate myself with , but if you can help in getting me the $50 back that they stole from me on that last wager I would be greatly appreciative

  Business Response

  Date: 08/03/2023

   We spoke to the patron about his issues with the app. We did credit the patron the $50 that he requested to be refunded. The patron was satisfied with this outcome.

  Customer Answer

  Date: 08/03/2023

   
  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:08/01/2023

  Type:Service or Repair 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 tried to deposit 25$ to recieve a 15$ casino bonus and I was double charged but not credited for the amount. The extra money taken is needed in that account and will cause an inconvenience on me. The customer service agent I spoke to refused to give any sort of help in the situation besides escalating the issue which they said will take 48 hours for a response. The agent then refused to answer any more questions and rudely closed the chat. I want to be compensated and refunded for this horrible experience. I couldnt even withdraw the 25$ I wanted to deposit to fix the problem because of the 15$ promotion. Caesars sports betting app is the worst in ********.

  Business Response

  Date: 08/18/2023

  Customer attempted 4 deposits on 7/27/23 for $25. 3 of the 4 deposits were declined. One deposit for $25 was approved. For failed deposits customers should contact their bank to find out the time frame in which failed transactions are returned to the account. Generally, speaking funds for failed transactions are returned to customer accounts in 3 to 5 business days but all banks have different timeframes. I have attached a screenshot of the customer's transactions for the date in question. It should also be noted that the transaction statement provided by the customer provides no account or name that is specific information to this customer. Lastly, we attempted to call this customer multiple times and the customer has not returned our calls.
  

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair 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 just reached Diamond status rewards with ******* and Im supposed to be receiving a complimentary hotel night for every ***** tier points and at Diamond status you have reached 1*****. I see no way of redeeming these online and have tried to contact live support and have tried calling multiple representatives of ******* to help me obtain these comped nights to no avail.

  Business Response

  Date: 07/05/2023

  Hotel rooms can be booked online at www.caesars.com/book or by calling **************. 

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20265847
  
  I am rejecting this response because:
  The response is completely irrelevant and just seems like an automated response and its obvious my issue is with receiving my complimentary stays for reaching diamond status with their rewards program. 
  

   

  Sincerely,
  
  Kellen Hose

  Business Response

  Date: 07/20/2023

  The patrons account had an incorrect setting for mailings. This was corrected on 7/19/23. Offers should start generating 48 hours after mail code change, but it can take up to ******************************* the account.  If the patron has any issues, he can email Customer Relations at ***************************************************

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20265847
  
  I am rejecting this response because:

   

  So, can someone contact me from Caesars and issue the complimentary stays or not? I dont understand how there was a mailing issue on my account. This is somewhat of a vague explanation of things and if it could be cleared up and I could be contacted via email or by phone by a Ceasars representative that could actually explain things better and issue me what Im owed it would make things a lot easier and more helpful. Like I said in my original complaint Ive contacted many Caesars representatives about this issue and they all just give me the run around and offer no help at all in assisting me with this issue and it would be relieving if I could speak to someone from Ceasars that could help. Thank you.

  
  
  Sincerely,
  
  Kellen Hose

  Business Response

  Date: 07/26/2023

  The customer will need to contact Customer Relations at ***************************************************