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:05/03/2023

  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 have never signed up for them EVER! but some how they stole $80 out of my account and tried to pull for more! this site need to be taken down!!!!!!!!!

  Business Response

  Date: 05/04/2023

   We have contacted this individual about the issue regarding these missing funds. They have emailed screenshots to assist in this issue. Additionally, they have a direct phone number and email to an Escalation Agent helping with this issue.

• Initial Complaint

  Date:04/19/2023

  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.

  From looking at the other complaints by Caesars Sportsbook customers, I am not alone. I received a notice that my account was inactive for almost a year and so I needed to close the account. I asked for remaining monies in the account. To verify my identity, in addition to my username and password, Caesars asked for a photo ID and copy of a utility bill. Although I thought this was overkill, I did this. They rejected my utility bill even though it has all the information given because it was not in *** format. I dont have the capability. *****,I have overlooked the information that you sent in and I do see that your ID is fine, I will just need your bill in a *** form. I noticed you sent in a screenshot of your bill in the *** form. You will just have to email me the form and once I receive that, I can process your check request. If you have any questions or concerns, you can contact me with the information provided below. Kind Regards,******************* Specialist ************ This is where it stands. Caesars clearly has a standing policy to make it extremely difficult for customers to withdraw their own money. This is abusive and since it seems to ne prevalent among many customers, I would suggest this be raised to gambling authorities. No business who behaves this way should be able to retain a gambling license.

  Business Response

  Date: 04/20/2023

  We do apologize for the delay. We have completed the check request and are sending this patron a physical check. We have emailed details showing that the check request is in progress. We also called and left a voicemail with this information. The patron has my direct line if any assistance is still needed.

• Initial Complaint

  Date:04/06/2023

  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've been attempting to cash out my account from WSOP.com but am being met with unreasonable document requests and stonewalling. Additionally, none of the bonuses are showing in my account, I should have nearly $275 in the account, but it only shows $120.28. They are supposed to give an initial $25 credit, plus another $25 if you make a deposit. Then when you do make a deposit, they claim it will be matched 100% in full. I deposited $100. With the bonus money that would take the balance to $250. I was actually able to finish in the money a few tournaments and should have nearly $275 in the account.So far I have sent, via their secure cashier website, the following documents after requesting a withdrawal into my checking account.My most recent 3 bank statements.Voided check copy of my driver's license front and back copy of my Discover Card statement showing WSOP.com charge highlighted in yellow.Signed written permission to change my account nickname to my full legal name on my driver's license.This is more than enough information to verify my identity, bank account, and credit card. WSOP.com did NOT require these documents when depositing money into their online account. But withdrawing has been impossible...WSOP.com has continually refused to accept my documents and will Not honor my request to cash out with money I legally earned. Many professional players and low-stakes amateur's have had the same issues dating back several years. See links below for precisely the same issues I am having attempting to legally withdraw my own money.**************************************************************************************************************************************************************************************************************************************************** **********************************************************************************************************************************************************

• Initial Complaint

  Date:03/22/2023

  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.

  On 1/24/23 I tried to withdraw $1909 from my account but would not let me, they said bank error on my end. I then requested a hard check and supplied all the documentation they requested. I asked for updates on 3/20/23 and have heard nothing back. Quick to take your money but never want to give it back. They are worse then a street level bookie.

  Business Response

  Date: 03/28/2023

  Hello,

  I have tried contacting this patron multiple times about this issue. I have documented the dates and the results of those attempts. The patron has my information if they need assistance.

  *********************
  ******************************************************
  Daytime Phone: **************
  E-mail: *****************************
  BBB 53065018-51A2E
  
  3/23/23 I called the customer twice, and he hung up on me twice. I will try tomorrow.
  3/24/23 I called the customer and left a voicemail with my direct number.
  3/28/23 I called the customer and left a voicemail with my direct number. Then, I filled out the BBB response.

   

   

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19633546
  
  I am rejecting this response because:

  This is a copy of the email I received from them on 3/22/23:

  (Hello *****
  Thank you for providing the required documents! We are reaching out to let you know that we have started processing your check request for the amount of $1909.09. Please be advised it can take up to 10 Business days to be processed and printed, Once the check has been sent, it can take up to 15 Business days to reach you, as the check is coming from *********.
  Please don't hesitate to respond to this email with any questions or concerns you may have!
  Thank you 
  ******)

  No one has tried to contact me since.
  
  

  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/29/2023

  Hello,

  We have processed this check request for this patron. I also sent the patron an email with this detailed internal information. The patron also has my direct number if any questions arise.

  Customer Answer

  Date: 03/30/2023

   
  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:03/22/2023

  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.

  Been a very LOYAL customer to ******************** SPORTSBOOK and they have stolen over $1000 dollars from me this week ALONE! I am about to file a class action lawsuit against them after THEY had the wrong scores on their app which makes you believe a team is 1 goal behind in hockey when really they were 2 goals behind which changes EVERYTHING!!!!!! I have screenshots of EVERYTHING and they refuse to talk to me and refuse to help me at all. The one rep **** actually cursed me out and hung up on me in front of my 9 year old. I do this for fun and distraction since my mother in law has suddenly been diagnosed with stage 4 cancer among many other things, so it's not fun anymore when you win and get ROBBED and not paid!Scrolling through the reviews, it seems like there's INFINITY AMOUNTS of the same exact complaint! Tonight they CROSSED THE LINE and changed my bet for my winning parlay which is disgusting! On here it shows TONSSSSSSSS of the same thing. They have literally robbed me for over $880 and will not even speak to me or put me in touch with anyone of power who can help **** am ready willing and able to start a CLASS ACTION LAWSUIT against Caesars, FanDuel, DraftKings for their shady, illegal business practices. What's the point in REGULATED/LEGAL BETTING if the Sportsbooks are not paying and doing illegal shady things like they've been caught doing years ago when it was just DAILY FANTASY.Also have many connections and family inside mainstream media and will be going to them to expose these crimes I have documented proof of. They're changing people's bets, locking people out of their accounts when they win fair and square and don't let them ever access their funds and lie lie lie always!I am DEMANDING they pay me EVERYTHING stolen from me or I will not hesitate to do everything named above. STAY FAR AWAY FROM CAESARS!!!!!!! They're literally organized crime crooks, stealing EVERYONE'S money! ORGANIZED CRIME! We need ********************* intervention!

  Business Response

  Date: 03/28/2023

  Hello,

  We have, on multiple occasions, explained to the customer that ********************** does not provide live scoreboards in the app, and a third party supplies the data. We have told the customer that when placing bets using the live scoreboards, they use the info at their own risk. Our responses align with Caesars House Rules for the ***********.

  This customer has been very combative with anyone who has tried to help him.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19633407
  
  I am rejecting this response because:

  What is the point of showing the scores on your app if they're going to be incorrect........that's very misleading and sounds unethical to me.  Where on your page does it "inform me" that the scores you show may be wrong.  We, the consumer/bettors bet based off the multi billion dollar Sportsbook apps we use and trust their information is correct.  For example if your site showed, which it did, the score was tied 4-4 And their was an option for OVER 8.5, you'd obviously take it which I did.   Come to find out I lost because your site was not "live" like it claims to be, and it was totally wrong.  If I need to check scores elsewhere like youre saying, then I'd bet at that site.  I can't believe Caesars whom I spend thousands of dollars on per week and month is admitting publicly that their information is wrong ??

  I do not want this to escalate any further but I do want my money even if it is in free bets.  Screenshots and screen recordings and phone recordings are a beautiful thing.  Please do the right thing and credit my account.  I consider you guys the best but this isn't right and maybe why you have millions of complaints on BBB.com please do the right thing so we can move forward.  You'd rather lose a customer for life?

  My popular social media for bettors platforms have all DMd me photos of proof that this is something you guys do and have been caught doing many times.  I'm not asking for anything I didnt earn so I will wait to see what your offer to me is. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/10/2023

  Our House Rules (link and rules below) are as follows with regards to live scoreboards displayed in our mobile app.  This is applicable to all customers.  Caesars denies any allegation of wrongdoing and further denies having violated any applicable law or regulation.   
  *****************************************************************************************;
  Live Betting & Scoreboards
  Although we make every effort to ensure all live Live notifications displayed are correct, information (such as score and time of match) is intended to be used as a guide and we assume no liability in the event of any information being incorrect.  Please be aware that live transmissions by some broadcasters can be delayed and that this delay can vary between customers depending upon factors such as their connection or buffering speed.
  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 our text screens 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 bets, you do so entirely at your own risk and *********** accept no responsibility for any loss (direct or indirect) suffered by the customer as a result of reliance on it.

• Initial Complaint

  Date:03/21/2023

  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 was playing on there online casino on 03/17/2023 and was playing the cash machine @3:16pm the machine hit for $500 and it only credited me $100. I NEED MY $400 dollars added to my account immediately!! The customer service is completely un real, I can never get help! I am a diamond plus status but yet still feel as I mean nothing to the casino !!! Regardless MY THING IS ********************* PLEASE ADD IT TO MY ACCOUNT

  Business Response

  Date: 04/05/2023

  The software team has reviewed this complaint and has concluded that there wasn't any error on the app during this session or the game in question. This has been communicated to the customer multiple times.
  The customer has yet to accept this answer and continues to file BBB complaints.

• Initial Complaint

  Date:02/23/2023

  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.

  I signed up for the new customer promotion for a risk-free bet based on your first bet as a customer. After depositing $1000 and losing the first bet, I was not given the free bet. I had to talk to customer service multiple times to receive it. After almost a week, I finally received the free bet (and was not notified until days after). I then placed my $1000 free bet credit on the understanding that I would receive my $1000 back AND the earnings, hence it being risk free. That was not the case. Immediately after placing my bet, I noticed that I would only receive my potential earnings and not the $1000 I used for the wager. I tried to cancel my bet immediately with customer support so I could place a different bet with better odds on recouping my investment and they denied the cancellation. This casino sportsbook is predatory.. it seems like they prey on new users and is practically a scam.

  Business Response

  Date: 03/09/2023

  The patron has received his funds. A customer support supervisor called the customer to confirm. 

• Initial Complaint

  Date:02/22/2023

  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.

  On January 15, 2023, I submitted a withdrawal request from my online account with Caesars Sportsbook. I requested to withdraw $1066.97. I thought I would receive it back on the same debit card that I used to deposit my money. But they told me they could not do that. They told me my only option was to receive a check. So I agreed. Its been over 30 days and I have not received the check. They keep trying to tell me that it has been mailed and it takes X amount of days. Ive called them many times and gotten the runaround. These people are holding my money hostage, when it could very easily just be Credited back to the same account I used to make the deposit. *** called in numerous times and submitted numerous emails and have been lied to every time! Specifically on February 8 of ******************************************************** that her supervisor had come over and assured her that the check was mailed and I would have it no later than Wednesday February 15 of 2023. Today is February ****************************************************************** to speak to a supervisor tonight she now tries to tell me that it was mailed but it takes up to 30 business days. Ive received mail from all over this country in less than seven days. They could send it by carrier pigeon or turtle, and it would have arrived here by now. They are plainly and clearly just holding my money hostage! This is a scam and I believe fraud. PLEASE HELP ME! I just want Caesarss to send me the $1066.97 that I legitimately put in for a withdrawal for. I would prefer that they *********** my bank account which they have one file my debit card that I used to make the deposit with.

  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:02/22/2023

  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 requested a withdrawal of $900.00 on 2/13/2023 and $187.00 on 2/14/2023 and have not received my winnings. On 2/16/2023 I was emailed asking for a copy of a cleared check or bank statement for the *** account I used. I promptly sent them the statement from the same account I used to send them money on 2/16/2023 and still have not received a response or my money. They are quick to take your money but when you win it takes forever to receive the winnings. I have played on other sites, and they are quick to payout. The cite says it takes 48 hours or less to payout.

  Business Response

  Date: 02/22/2023

  The patron's withdrawal was process on 2/22/23 at 5am EST. It may take a few days to hit his bank account. 

• Initial Complaint

  Date:02/22/2023

  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.

  I signed up on Caesars Sportsbooks using a promotion where if I bet $20 I will get $100 free. I placed several bets on February 12, one of them being the qualifying $20 bet. I was reassured by multiple chat agents with Caesars that the first settled bet would be the one that qualifies. After my bet settled, I never received the $100 bonus. I have spent a lot of time chatting and calling Caesars to get this corrected to no avail. I have in writing from multiple chat agents that my first settled bet qualified for the promotion; however, the escalation team refuses to credit me the bonus. I'm tired of going back and forth and wasting my time.

  Business Response

  Date: 02/22/2023

  I called the patron and explained that she failed to do the Welcome promotion correctly. However, I did add the $100 bet credit to her acct as a one-time courtesy. Patron was pleased with this outcome.