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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:06/12/2023

    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 have 2 ungraded ****** from Sunday, June 4th. Same story every time I contact Supportthere is an issue and the traders are working on it. Either grade the bet as a win or void it. Meanwhile youre holding MY MONEY hostage. You preach royal treatment . Ive been a loyal customer for years and have been treated like a peon

    Business Response

    Date: 06/27/2023

    Trading team is waiting on regulatory approval for that event. Those ****** cannot be settled until the regulator advises us.

  • Initial Complaint

    Date:06/09/2023

    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.
    I deposited a large amount of funds with multiple debit cards as I have in the past, to another online gaming site (BetMGM **), as I do not want personal information stored. I lost all my money in BetMGM **, so decided to go with Caesars Sportbook. I have accounts with Caesars Sportsbook in ** and **. My buy-ins in table games are significantly higher than sports, which can he seen in their system at all brick and motor Caesars properties. I accidently deposited these funds in the ** account, which does not have table games. I requested a withdrawal and my account was flagged by the **************** and my account has been suspended for weeks. I've opened numerous support cases with escalation with no resolve, and no way to contact their Fraud or ***************** They suspended my account and have over $8500 in holdings that can't be released or explanation to any of this. There is no way to actually contact anyone that knows anything. You get the run around on their support stating they will reach out if there are updates, but they don't reach out. I've constantly reached out via email and live chat and there is no resolution.

    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

    Customer Answer

    Date: 03/15/2024

     
    Complaint: 20162991

    I am rejecting this response because I've made multiple attempts reaching out to your sportsbook and they keep opening new tickets with no resolution. This is not an acceptable solution.

    Sincerely,

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

    Business Response

    Date: 03/22/2024

    Refunds have been issued for all 40 transactions ($8K). If he no longer has those cards, he'll need to contact the card issuer(s) for assistance. 

    Business Response

    Date: 11/04/2024

    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: 11/04/2024

     
    Complaint: 20162991

    I am rejecting this response because:

    Thank you, Will wait for them to reach out. Please do not close out this case until this is resolved. I have statements from the credit card company, showing no refunds.
    Hoping the team could provide me with the information I need to retrieve my funds, as I previously requested.


    Sincerely,

    ***** ****

  • Initial Complaint

    Date:06/07/2023

    Type:Billing 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.
    Caesars sport book has locked me out of my account due to issues with their app geocomply. I spoke with geocomply and they have reinstated my account and I've been able to play at other casinos. Every time I call or email Caesars sport book to unlock my account they tell me they will send it to a supervisor to review, but I never hear back. I've been going back and fourth with them for a month now and my account is still locked. I have bonuses that I can't use because no one will get back to me

    Business Response

    Date: 06/12/2023

    GeoComply has now unblocked the patrons account for desktop only. The mobile device will remain blocked. 

    Customer Answer

    Date: 06/12/2023

     
    Complaint: 20153590

    I am rejecting this response because:

    I am aware that Geocomply has had my account unlocked as I have been able to play at other casinos during this time. I am still am locked out of my Caesars sport book account. I was told I would be hearing back from a supervisor from Caesars sport book but have not heard anything back. Everytime I try to play at Caesars sport book I get an error message about my location, which means I am still locked out of my account. I don't get this error message at the various other online casinos I play on. I would like for Caesars sport book to reinstate my account


    Sincerely,

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

    Business Response

    Date: 06/13/2023

    GeoComply unblocked the player on 6/8/23 for her Caesars Sportsbook account. She was able to play on her other accounts because they were not blocked by GeoComply. GeoComply has separate accounts for each online gaming account a player has.

    The patrons Caesars Sportsbook account has remined open the entire time she was blocked on GeoComply. GeoComply will keep her mobile device blocked due to the prohibited software on that device. The patron can wager using her desktop on her Caesars Sportsbook account. 

    Customer Answer

    Date: 06/13/2023

     
    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.

    I was finally contacted by a supervisor through email and had my account unlocked. I am now able to play again. now 
    Sincerely,

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

  • Initial Complaint

    Date:06/05/2023

    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.
    A bet that I placed on the Caesars Sportsbook app was blatantly changed after it had settled, making my winning bet into a losing bet. I showed proof of this to 7 different support agents (so far), and now they are just being downright disrespectful. The support staff has been trying to gaslight me, and have been leaving me on hold for hours, which I assume is to try and make me give up. My $80 bet was supposed to win me $400, but now I have nothing, and the staff is refusing to refund me for my troubles. Genuinely the worst experience I've ever had with a sportsbook, and maybe my worst customer support experience ever in general. The only escalation specialist I've been able to speak with is ****, who just brushed my issue aside, and disregarded everything I said. All it would take is a simple $80 refund, from a billion dollar company, but nope, Caesars Sportsbook chooses to let their customers suffer instead. Unbelievable that a company this big and wealthy, will go to extreme ends to ensure that a small refund is not issued. I am extremely upset, and still desire the refund that I am owed.

    Business Response

    Date: 07/05/2023

    Supervisor contacted the patron on 6/7/23 and left a voicemail. Also sent an email with direct line to contact supervisor.

    Customer responded on 6/8/23 - I'm not speaking on this matter anymore. If I'm not getting a refund then just delete my account (insane that you don't let customers do that on their own) and stop contacting me. 

     

  • Initial Complaint

    Date:06/05/2023

    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.
    ******* has no problem taking your money to use for bets but when it comes to PAYING OUT, it's almost impossible, I had to go thru all types of hoops to request my money There is nothing ******, I should be able to enter my bank account and have.it sent to me. NOT HAVE TO USE AN ACCOUNT TO DEPOSIT TO THEN RECIEVE IT. THE ONLY OPTION I HAD WAS THW BOGUS ***** THAT CHARGES YOU FEES. BOTTOM LINE IS THIS , THE $$$ I WON I WANT , IT ***** CHARGES AND FEES., CEASERS WILL BE COVERING THOSE COSTS.ALSO YOU HAVE A SMALL WINDOW TO GET.MY.MONEY TO ME BEFORE I CONTACT THE ***** GAMING COMMISION FANDUEL, BETRIVES, DRAFT KINGS, RESORTS WORLD , GET ME.MY WITHDRAWLS IN 2 HOURS **** YOU GUYS HAVE SHADY PRACTICES

    Business Response

    Date: 07/03/2023

    Contacted customer via phone on 6/7/23, 6/8/23, 6/10/23, 6/20, 6/27/23. Left voicemail and emailed supervisor's direct line. Customer has not responded. 

    Supervisors direct line is ************ if the customer chooses to call to discuss. 

     

  • Initial Complaint

    Date:06/01/2023

    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 decided to sign up for their sportsbook after seeing it advertised and seeing that they had a welcome offer. The welcome offer was supposed to be get up to $1250 back in bonus bets if your first bet loses. So I deposited $20 and placed a riskier bet than I normally would of believing that I would get my $20 back in bonus bets if it lost. Sure enough my bet lost, however I did not receive my wager back as a bonus bet. I contacted support and they claimed that I was supposed to enter a promo code when I placed the bet in order to get the welcome offer and they said that there is nothing they can do. The problem is that when I initially saw the advertising about the welcome offer, there was nothing about needing a promo code to get the offer. So I assumed that you didn't have to do anything to get it. Only after you click on the the advertised promo does it say anything about a promo code. I feel that the ad is very misleading. I have never needed a promo code to get a welcome offer for any other sportsbook. I feel that their advertising is intentionally misleading. It should say right on the initial ad that you need a promo code if that is the case. I feel like I have been cheated and I want a refund or my wager back in bonus bets.

    Business Response

    Date: 06/02/2023

    As requested, we have awarded this patron one-time courtesy bet credit of $20.

    Customer Answer

    Date: 06/05/2023

     
    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:05/22/2023

    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 had created an account and opted in to their $1500 welcome bonus promotion. After losing the initial wager I was given 2 bonus bets, 1 for $1250 and another for $250. I had placed a wager for Anytime Goalscorer on the player ************************* on May 8th 2023. My wager had apparently lost on May 10th 2023, however, I had specifically read the terms prior to placing the wager, and according to their terms it shouldve been voided and the bonus bet returned. Additionally, when Ive called the representatives although they had agreed that my wager shouldve been voided, they have reassured me that the traders will not reevaluate the wager. According to the terms and conditions on ******** own house rules (located on their website) if a player does not start and a wager is placed for a player to score during a soccer match, it shall be void. This is the specific wording of term #3 on Caesars house rules for soccer games player goal scoring Player to Score and to Assist a Goal. Additionally my friend had placed a wager on the opposite outcome, that this same player during the same game will not score, had been voided. Caesars has consistently blamed the traders and even though the reps are in agreement that the wager shouldve been voided, there is no way to reach the traders directly and they refuse to acknowledge their mistake

    Business Response

    Date: 05/23/2023

    The patron is referring to the incorrect house rule. The patron wager in question was on the Anytime Goalscorer market. Below are the MA house rules for that Soccer market with URL included as well.

    Rule 3 is the rule used for this wager. ---  If the selected player does not start the match and enters the field of play at any time, bets placed on that player in this market will stand.

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

    Anytime Goalscorer

    Select a player to score at any time during a match.

    1. Bets are settled on the events that occur in normal time. This includes any injury/stoppage time added on by the match official at the end of normal time. Extra time does not count.

    2. Own goals do not count towards an anytime goalscorer.

    3. If the selected player does not start the match and enters the field of play at any time, bets placed on that player in this market will stand.

  • Initial Complaint

    Date:05/18/2023

    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 was wagering money playing slots on the Caesars app. Several times after wagering money and playing the slot I received a game error popup which closed the game. Upon re-opening the game, I saw that my wager had been deducted even though there was an error and the game crashed. Caesars Sportsbook should not be in business if their application is so unstable when handling peoples money.

    Business Response

    Date: 03/02/2024

    Dear ****************,

    Thank you for voicing your concerns of the Caesars Sportsbook App at *************************.

    Please accept our apologies for any inconvenience experienced. Though we endeavor to provide excellent service, it is obvious that we fell short of your expectations. We will address your concerns with the appropriate departments so as to prevent future occurrences of this nature.

    Could you please provide more details or specifics so we can address your concerns appropriately?

    Alternatively, feel free to reach out to me direct for immediate assistance.

    Sincerely,

     ******* A

    ***** Hotel Operations

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

  • Initial Complaint

    Date:05/17/2023

    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.
    Offered $5 sportsbet for birthday month. Had hidden stipulations.

    Business Response

    Date: 05/18/2023

    We have provided this patron with a one-time courtesy free bet as requested. Here is how the Birthday bet credits work. To qualify for Caesars Monthly Tier Bet Credit and or Birthday Bet Credit patrons must have at least $100 in settled cash ****** the month prior. Bets placed with Bet Credits do not qualify. The Caesars Monthly bonus will be credited to your account by the 5th business day of the month. Starting March 1, 2023: Patrons with accounts that qualify for the Caesars Monthly Reward Tier Bet Credit and or Birthday Bet Credit will have to opt-in to receive their Bet Credit. If you qualified, the button to opt-in can be located in your My Promos tab after logging in. You need to opt-in to receive your Bet Credit. You have the entire month to opt-in and must use the Bet Credit before the end of the month when it expires.

    Customer Answer

    Date: 05/18/2023

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:05/05/2023

    Type:Customer Service 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 tried to have my Caesars Sportsbook account and personal information deleted by calling Customer Support as directed by their website. Customer Support could only suspend my account, which I didn't realize until I received a confirmation email. Customer Support said that they couldn't delete my personal information and gave me an email address to contact for more information. I am still waiting on a response. I find it very unethical and irresponsible of Caesars Sportsbook to claim they care about the addiction of gambling, yet they make it impossible to distance yourself from them completely. They are also lying to people by stating that they will delete your personal information by calling Customer Support.

    Business Response

    Date: 05/12/2023

    The link below has information for residents of ** states regarding Caesars privacy options (including account deletion) and how to request them.
    ****************************************************************

    If customer would like to have his email address deleted from all Marketing and SMS texts in the future email **********************************************

    Caesars Responsible Gaming page includes information on how to complete the requests mentioned above and exclude oneself from wagering on our mobile platform and/or exclude from wagering in the **********************.

    This is public information.

    Customer Answer

    Date: 05/23/2023

     
    Complaint: 20023231

    I am rejecting this response because: As detailed in my complaint, I called the correct telephone number to have my account deleted and personal information purged. The Caesars representative did not delete my account, but merely suspended it. The representative then stated that they could not purge my personal information so it remained in their database, apparently forever.  Caesars privacy information forwarded to me by the BBB states that a fee could be charged if a person files a privacy requests when ******* is not "legally" obligated to do so.  

    Caesars privacy and marketing practices needs to be investigated. This is hypocrisy at the very least and theft of personal information in the worst case.

    Sincerely,

    ************************* Iii

    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

    Customer Answer

    Date: 03/19/2024

     
    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,

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

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

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