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:02/09/2023

  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.

  On 02/05/23 there was a promo for *** for $50. The terms and conditions were that a same game parlay wager was needed to take place for more +400 odds and that the bet will be credited equal to 100% of stake up to X if one loses. I submitted 3 same game parlays that in-turn is considered a super parlay.In the terms and conditions there was an exclusion list: No free bets, No odds boost, no standard parlay, no straight bet etc.No where did it state a super parlay was excluded. I have spoken to 3 different representatives 2 on webchat and 1 on phone. 2 (****** phone 2/8/23, ***** 2/6/23) of which told me i would be reimbursed.Now I am receiving an email from ****** sportsbook customer support stating i did not qualify arguing that a super parlay is considered a standard parlay. The terms and conditions of promo and house rules of the sportsbook did not specify that a super parlay is standard parlay anywhere. It's ridiculous that a sportsbook representatives are arguing with me the semantics of what is what. If the terms and conditions one abides by that logic it should be awarded to me. Email:Incident: 230208-000757

  Business Response

  Date: 02/09/2023

  Called patron and awarded him a $50 bet credit. The issue is resolved. Patron was satisfied with this outcome. 

  Customer Answer

  Date: 02/09/2023

   
  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:02/06/2023

  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.

  I created a new account and deposited 100 dollars on January 24th online at the Caesars ******** platform online casino. I was given a 200 bonus in which I was to rollover. I rolled over the bonus and was able to withdrawal my winnings of $806.42 on February 2nd. I received a confirmation receipt of my withdrawal. On February 3rd I tried logging on the site and it said that my account was suspended. I reached out to the company and they could not tell me why. They told me I would receive an email within 24 hours telling me why my account was suspended. It has been 24 hours and I have not seen a response. They are not paying me my $806.42 and I have not received an explanation as to why they are keeping MY money from me. I have never experienced such unprofessionalism and corruption with an online gambling platform.

  Business Response

  Date: 02/10/2023

  Called patron they are checking with Play Plus to see if the funds are on their card. Issue should be solved if the funds are on the card. If not patron will reach back out to my direct line. 

  Customer Answer

  Date: 02/14/2023

   
  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:01/31/2023

  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.

  A game I normally played one day started taking an extra $2.00 per spin regardless of the bet amount. This was also seen in the transaction history, although the extra $2.00 charge does not have a transaction number like every normal spin does. Live chat support told me I had to contact the casino which made no sense, so I emailed support complete with a video and photo of the transaction history. Was then told I would receive an email from management within ***** hours. It was almost 72 when I got a response saying that my using windows 10 was what made them take extra money from me and as a courtesy, I was going to be given $10, but also that they may not provide that for future problems because it was my fault it happened multiple times and I lost money due to the issue.

  Business Response

  Date: 03/03/2023

  We have tried to reach out to this patron multiple times via phone. In addition, we left voicemails with a direct line to our ***************** She has also been emailed direct contact information. 

• Initial Complaint

  Date:01/31/2023

  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.

  Took out a small bet on the Eagles winning the *** East. with Caesars Sportbook at ******** Casino. When that happened followed the instructions on the ticket to mail via registered mail to *********************************************. This was sent on Jan9 from ***********, **. **** took 14 days to get to a ***** ************ ******** arrived at 5:37am on Jan 23. As of Jan 28 it has not been picked up and signed for. Calling the number on the ticket for help resulted in no resolution .I was told that once it was it was picked up it could take at least 21 days to process. I do not understand why the envelope is waiting 5 days and nobody from Sportsbook checks the post office everyday. No idea if this will ever get settled. Ticket number is 6CC26-AB9D-8274. phone ************.

  Business Response

  Date: 02/10/2023

  Called patron and issue is solved. We let him know that he is receiving that message from the post office in error. We have his ticket and it will be processed today. It was picked up on the aforementioned dates but let him know we are running behind due to extremely high volume. A check will be mailed to him within one week.

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 18943106
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************

  Customer Answer

  Date: 02/27/2023

  Under complaint ******** my complaint against Caesars was their delaying sending me my ticket winnings. They picked up my registered letter in ********* after sitting in the ** Box for 10days. Then on  Feb 3 they signed for it. You reported they said within a week my winnings would be sent out. Today is Feb 27 or 24 days later with no sign it is coming. I spoke to someone at Caesars  who said it could *********** to 8 weeks to process. He said one week was incorrect.

  This seems really shady. They keep money owed to me for up to 2 months and do not at least send an e-mail updating me, A corporation should not get away  with this delay. At this rate I may never get my money.

   

  ************** my ticket number was 6CC26-AB9D-8274

   

  Thank you for your follow-up.

  Business Response

  Date: 03/07/2023

  After talking to this patron, he informed me that this issue is resolved. 

  Customer Answer

  Date: 03/07/2023

   
  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:01/25/2023

  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.

  On January 19th I signed up for their free offer of $100 after placing one bet. I place two ten dollar bets and two twenty dollar bets over the past four days and didn't receive the $100, so I called and was advised that because I placed two $10 bets first and not a $20 bet I don't qualify?I'm sure there are many others that are falling into this trap so they don't have to pay. Not a good start for ******** in a new ***************.

  Business Response

  Date: 01/26/2023

  Called patron ************;***** and issued him a $100 bet credit. Patron was satisfied with the outcome. 

  Customer Answer

  Date: 01/26/2023

   
  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:01/20/2023

  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 took advantage of a risk free bet offer only to find out later that risk free was a complete lie. I made a deposit to my account, placed a bet, and lost. Caesers issued me a free bet for the dollar amount I lost on my initial bet, $1,500.00. I used that free bet on a wager where the Caesers app told me I was wagering $1,500.00 to win $1,515.00. I won the bet and ******* only credited me $15.00 instead of $1,515.00. I have escalated things as far as they will let me with customer service and all they will tell me is that buried in their terms and conditions is a line that says you dont actually get the money from your risk free bet back. This is completely unfair and deceptive. It would be one thing if it had said on my screen that I was wagering $1,500.00 to win $15.00 and I moved forward with that - that would be my fault for sure. But thats not what happened. Right up through the point of me submitting the wager, it said I was wagering $1,500.00 to win $1,515.00. I am seeking reimbursement of my $1,500.00 as I was clearly deceived. No one in their right mind would wager $1,500.00 knowing that the maximum they would win was $15.00.

  Business Response

  Date: 01/20/2023

  Hello BBB,

  I have reached out to the patron via phone to explain the rules for free tokens.  In rule 9. The value of the Bet Credit is not included in any winnings paid out. However as a courtesy we have reissue this token to the customer.

  Issue is resolved and the customer understands. 

  Customer Answer

  Date: 01/20/2023

   
  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:01/18/2023

  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 have been extremely loyal to Caesars properties for about 20 years. For the past few of years, I have been playing on CaesarsCasino.com, and achieved their highest status, Seven Stars, in 2021/2022. Everything was fine up until about 6 months ago. Since then, I have attempted to contact customer service by phone during normal working hours, and have almost always gotten a voicemail. I have also emailed support and have gotten no response. Aside from the lack of customer service availability, they have been holding withdrawals for several days, which is why I was attempting to contact support to begin with.I have also attempted to connect with online support on numerous occasions, only to be disconnected due to inactivity more often than not.

  Business Response

  Date: 01/20/2023

  For the withdrawal delays, we will need specific dates so we can look into it. If the patron cannot reach support via phone, the best way to contact support is via chat from the app. 

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18830157
  
  I am rejecting this response because: I already stated in my original complaint that "I have also attempted to connect with online support on numerous occasions, only to be disconnected due to inactivity more often than not," in addition to contacting them by email and I received no response.  It should not be up to me to furnish them with specific dates that my withdrawals were delayed.  They can simply check my gaming history,  

   
  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

  Customer Answer

  Date: 03/29/2024

  Thank you for your help. 

  You see how long it took them to respond to you, which only validates my complaints.

  Take care, and thank you again for your efforts. 

• Initial Complaint

  Date:01/10/2023

  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 1/1/2023 I submitted a withdrawal for $250. Throughout the week the status of my withdrawal is pending status. 1/4/2023 I reached out to customer service, asking for an update, to which I was told that withdrawals were processed in the order they are submitted and I just have to wait for the payments team to process. On 1/6/2023, I spoke to another agent who informed me that they are looking into it and I would be notified by email of the status. On 1/7/2023, I still had not received a status update & reached out to customer support again, to which I received the same reply, that I would receive an email with a status update. On 1/8/2023 (today), I spoke to an agent who said relayed the same information. It appears to me, that Caesars is delaying my withdrawal in hopes that I will cancel my withdrawal and spend the money in my account at their establishment. This is a predatory business tactic & quite honestly, should be criminal. I understand withdrawals take time to process, but over a week for money that belongs to me is disgusting. If I make a deposit, they immediately take my money with no review or delay. But when I want to take my money out of their system, I not only cant get my money, but cant even get an update on the status or any communication in regards to a timeframe to when my withdrawal will be reviewed, processed and/or completed. Some people suffer from serious gambling problems if someone chooses to withdrawal their money from a casino, they should be able to do so in a timely fashion. If an issue arises, the establishment should communicate the status and provide the customer with an update. ********************** has yet again, failed on all accounts & should be investigated for their unethical business practices.

  Business Response

  Date: 01/12/2023

  There was an error with our payments partner and this patron was one whose withdrawal was caught up in the error.   Patron was notified on 1/11/23: 

  We want to reach out to you to give you an update regarding your recent withdrawal.
   
  We attempted to approve a withdrawal from your gaming account for $250 on 01/04/2023.
   
  Unfortunately, it looks like the transaction did not correctly arrive at our payment provider. Though this is rare, we recognize that it is an inconvenience for our customers.
   
  These funds have been credited back to your gaming account. You should notice them within the next ***** minutes, if not already.
   
  If you choose to initiate another withdrawal, our payments team will do their best to process it as quickly as possible.
  
  

• Initial Complaint

  Date:01/10/2023

  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.

  On 12/30/222 I created and make a 100$ transaction to a new ******** account. Once I downloaded the app to log in and use their services I received a message that I had incompatible apps on my phone.I do not have the ability to remove the apps from my phone because I use them for work.I have asked the company to return the 100$ charge and they recommended that I withdraw the money from the account in the app. The app will not let me make any further transactions to remove the money since my account is locked. I have asked their customer support to unlock the account but they have not been able to assist me.

  Business Response

  Date: 01/13/2023

  Customer's account was refunded on 1/3/23.  Called customer and left voicemail.  Customer has my direct number for any further contact.
  

  Customer Answer

  Date: 01/17/2023

   
  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:01/10/2023

  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 won on my bet on January 8 for 8 team parlays for pay of $4,119.60 so when I showed to collect the money. The first thing they said my ticket wasn't valid. After that **** the manager did some investigation and said the ticket was voided and I did it around 11:53 am on January 8. They went to check the camera and I never was there around that time. **** also said you cannot even void the ticket after you place one and I still have my ticket as well so if they really can avoid it they need to take the ticket back to them **** said only her manager ***** that can approve the payout and she never called me even once on January 9. I finally went to meet her on January 10 at 4:30 PM and basically she said she is still working on it but cannot do much until her boss approve it. It seems internally they know one of their team members did this so they have their own issue and this is very embarrassing which they probably already know who is the person is. I also gave my Caesar Rewards number when I placed the bet so if I really avoid it they will need to check my ID and card. Whoever that voided my ticket need to be let go and Caesar Sportsbook need to pay me immediately as I still have hard ticket of it with me I have been your members for more than 18 years and always have a clean record, so I am so disappointed with the way ****** treated me after all of those years. They dont treat me well at all and they should pay me immediately and not letting me with the unknown without any updates.

  Business Response

  Date: 01/12/2023

  We have reached out to this patron via phone he has confirmed that this issue was resolved in the casino. He has a direct line to call if any other issues arise.

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18713924
  
  I am rejecting this response because:

  ****** did resolve the issue finally after I exposed them in social media and inform my followers about my bad experience with them.   However, I made the trips three times to their Sportsbook without any update first.  Also, after the manager called me to come back to pick up the money I was already outside so I have to arrange my time to come back before my flight because they wasn't trying to resolve it early in proper manner.

  With all of the troubles that they have given me and they should give me more compensation for this.  I have asked this and they haven't responded to my request.  If this can happen to me that have been their loyal customers for more than 16 years with actual hard ticket, what will they do to others?

  It is very obvious they have internal issue and they have humiliated me since the beginning by saying that I have cashed the ticket out or I requested to cancel it.  It seems that I fake the ticket and the system, I don't want this to happen to any other customers in the future.

  
  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 Racebook team for further assistance. In addition, you may reach out to the Racebook team directly. They can be reached at ************** or ****************************************** . Please let us know if we can assist you with anything further.

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

  ***** Hotel Operations