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:01/06/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  *** spent at least ****** since September 22nd. I was suppose to receive a weekly bonus based on play. When I asked for my weekly bonus on Dec 5th I received around a $200 bonus but it shouldve been at least $500 or more for I played over $5,000 from dec 3rd to dec. 5th. Then for this weeks bonus I played over $1,000+ the days prior to dec 27th. And my account remained negative -******+ meaning I didnt collect anything but when I asked for my weekly bonus they said I wasnt eligible because my account is ** in the positive which is untrue.. my account is actually down -****** +. When *** reached out to customer service multiple times they just keep telling me theyll get some one to look into to it. But when my host called me today he said I dont qualify. Which makes no sense since I havent collected and kept any sum of money in the past months.. I cancel my withdrawals and play my money instead because it takes days for the withdrawals to go through. On oct 7th and dec. 3rd were the only 2 days that withdrawals completed since September(is as far back as Ive looked into) and even those were deposited back into my Caesars online account within 24 hours..So I am negative -****** and dont understand why they are saying Im up and my account is too positive to receive bonus. Every time I reach out to customer service to look into my account to figure out whats going on its goes nowhere. I just want the bonuses that Ive earned fairly. Thanks.

  Business Response

  Date: 01/12/2023

  The patrons VIP Host will contact the patron privately to discuss the matter further. 

  Customer Answer

  Date: 01/14/2023

   
  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:01/06/2023

  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 started playing on the Caesars Sportsbook and Casino App in ******** in May 2021. Back then if you earned reward credits or tier credits you had to transfer it from your Sportsbook account to your Caesars Rewards account (at the time Total Rewards). When I did these transfers online it never transferred. I emailed support many times and never received a reply. I did live chat and the person was never able to be helpful, so I eventually stopped playing on the Caesars App. Several weeds ago a friend informed me that now the transfers are automatic so I tried playing again, and again the tier credits did not post to my account from my online play. I have sent several emails about this with no replies. I have spoken to customer service representatives who said all they can do is send an email to the loyalty department and they will get back to me in less than a week. That email was sent to the loyalty department on December 6 and still no reply. I call up and am told that the loyalty department still has not responded and that I need to be patient and sometimes they take more than a week. To repeat this was an email sent on December 6. I went to the Sportsbook in ***** and I spoke to someone at the rewards desk in ***** and no one was able to do anything for me except tell me to go the rewards department. When I did the rewards department sent me back to the Sportsbook. Everyone admits there is a problem, but everyone sends me somewhere else to fix the problem and nothing ever gets done. Again, this has been 19 MONTHS and I am still not earning tier credits for my online play. It is because of this problem that I almost never play on Caesars. What can we do to fix this?

  Business Response

  Date: 01/12/2023

  We have reached out to this patron via phone. ****** has confirmed that this issue has been resolved. The patron also has been given a direct line if any other issues arise. 

  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:01/05/2023

  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.

  On December 24th 2022. I've place a bet for ******************* -2 against las vegas raider with free $1000 bonus bet. Logged in my account to check the balance for my win. My bet was changed to las vegas raiders +2 and lost. I've told all my family and friends that I've placed the bet on ********** and we watched the game together. I did some research and read bunch of BBB reviews complaining about same problems. I will take this matter to ******** gaming control board if they dont correct what ever they were doing to scam. I have evidences to show that it was changed.

  Business Response

  Date: 01/19/2023

  Hello,

  
  I have tried multiple times to reach out to Young **** about this issue via phone. I also emailed this patron with my direct line.  Here is my direct line again. My
  name is ****. My number is ************. My hours are 7am to 3pm PST Tuesday-Saturday. As far as the customers issue we will not be issuing a refund on this wager. 

  Thank you,

  ****

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18638457
  
  I am rejecting this response because: I called **** number back the very first day received the call and it was from **************** sportsbook, representative said there was no record of anyone calling me. Second time called the 725 number multiple times and it keeps going to voicemail.
  
  Sincerely,
  
  Young Park

  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

• Initial Complaint

  Date:12/20/2022

  Type:Customer Service 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 placed my first ever ($500) bet with ******** on their mobile app knowing that if I lost, I would qualify for a free bet in the same amount. The terms of the bet stipulated that the free bet would be awarded 48 hours after my bet has settled. After 48 hours, I talked to customer service to confirm there was not an issue and the customer service representative confirmed I did qualify and the bet should be hitting my account soon. The following morning after the bet did not come, I followed up with customer service to see when I could expect the bet and was informed there was nothing they could do other than escalate my case, of which I still have not received a response to. I am requesting a fully refunded bet from the business due to the time sensitive nature of the terms outlined by the business themselves. Under the agreement, the promotional bet would arrive 48 hours later. Now, nearly 96 hours later, I am no longer in a state where I can continue to do business with the company. Had I known their terms would not be honored 96 hours and counting, I would not have conducted business with the company initially and would not have participated in their falsely advertised promotion.

  Business Response

  Date: 01/12/2023

  We have reached out to this patron via phone. We are extending the $500 token so the patron can use it when he returns to ********. Patron has a direct line to reach out to if any issues arise. Patron issue is resolved.

  Customer Answer

  Date: 01/12/2023

   
  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:12/07/2022

  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.

  On December 1 2022 I signed up in ******** as a new customer where this company falsely advertises that they will give you 1) $100 free bet 2) $100 referral bet. I have followed all terms, conditions and even spoke to them to ensure my first bet was $20 (as it was two $10 but corrected with a manager within 5 minutes) and *** spent hours chasing them and no bonuses for either. I will give you one week to complete your terms of the contract before I escalate this to the ******** **************** and to the Attorney General for fraudulent advertising, bait and switch, and false statements made in an offer. I am not one to take likely and will follow through if you fail to comply with the terms you advertised.

  Business Response

  Date: 12/09/2022

  Customer made 2 $10 bets, which is why he did not automatically qualify for the Bet $20 get $100 Welcome Offer.  Customer has been awarded his $100 referral bonus and he has used that free bet.   
  Although he did not follow the T&Cs for the Welcome Offer, we will award him the free bet.  Please see attached Terms and Conditions see # 7a and #8 for an exact example.

  CS Manager has contacted the customer and left a voicemail. 

   

  Thank you

• Initial Complaint

  Date:12/06/2022

  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 placed bets on Caesars Casino online gaming and I have not been paid my money. I did an online chat about a withdrawal I submitted, and the rep told me that a ***** card was mailed to me and that the card contained $, but I have yet to receive a card. I started another chat, which was with a different rep who told me that the could not see my betting or withdrawal history. I was given a number to all but that did not go to a ******** company. At this point, I am owed $ and they are not paying and just giving me the runaround.

  Business Response

  Date: 12/08/2022

  A $50 withdrawal was processed on 12/6/22 to the patrons PayPal account. 

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18532871
  
  I am rejecting this response because:  There was a $50 withdrawal that was paid out to me.  There were other withdrawal requests (confirmation emails from Ceasars attached)  that were not paid out. I chatted with a Ceasars rep ******** attached that I snapped of the chat with 2 different reps saying a ***** card containing the payout funds was mailed, but I have not received a card.  They said allow **** days but I still haven't received anything.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/21/2022

  There are no outstanding withdrawals for this patron, all withdrawals have been processed. If the patron disagrees please provide the date the withdrawal was requested, amount of withdrawal, payment method, website address or app name where he played and requested the withdrawal. Also provide the below information to the patron. All withdrawals requested by the patron were processed in 1-3 days. 

  The expected time frame to process your withdrawal is as follows:
  Please note: All time frames are calculated in business days (Monday through ************************ Transfer): Approx. Time: 5 Business Days
  PayPal: Approx. Time: 3 Business Days
  CaesarsCasino.com Prepaid Card: Approx. Time: 3 Business Days

   

• Initial Complaint

  Date:12/02/2022

  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.

  On 12/1 I placed a live bet for ****$. This bet never gave me confirmation and just the odds changed and I hit submit again. It placed the bet back to back and i never got a confirmation the first one was placed. This was a total app error. I reached out to customer service who told me their was nothing that could be done and offered no resolution. I had bet over 20k in the past week and more throughout the year. I have never filled out a BBB complaint, but this was just plain theft. I never one typed in the bet amount again or anything, it just double placed. That's okay because that ********************************** the long run because i will take my business to a trustworthy provide if not resolved.

  Business Response

  Date: 12/05/2022

  Support team spoke to the patron and explained to him in General House rules #** for *********,
  
  Prior to clicking "place bet," if the price changes on a selection, the price will update automatically in your bet slip.After clicking place bet, if there is a minor price change resulting in a higher payout on a selection, the bet will be accepted at the new price. If the price changes by more than 5%, the bet will not be placed and it will be re-offered in the bet slip at the new price.
  
  
  

• Initial Complaint

  Date:11/16/2022

  Type:Customer Service 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 made a bet for $20 on ******* to win a tournament. It changed the bet to Tsispidas. I know for a fact I clicked on *******. It was a completely different selection with a black box at the top of the page. I even messaged support less than 30 seconds later because I realized the tournament wasnt until January. Only after I messaged support did the bet change to Tsispidas. The match doesnt start for another couple hours. I even bet yesterday on his opponent ********. I told support this and they told me upper management says we cant void the bet. Not only did it change my bet but it changed it to a person I already bet against in a match that didnt take place yet and they told me they couldnt do anything. I already withdrew my money and will be using a different site, but I want the money that was stolen from me refunded

  Business Response

  Date: 11/21/2022

  **************** Manager spoke to patron. The patron won bet the patron is referring to and agreed to resolve his claim with BBB.

  Customer Answer

  Date: 11/21/2022

   
  Better Business Bureau:
  
  They called me and resolved it. Thank you. 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:11/15/2022

  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.

  Locked out of my account along with thousands of others. Company turned 2FA authentication on for everyone and people that can't receive text msgs are locked out of their accounts. Terms of service clearly states 2FA is optional and only required in ** - outright false claim. Would like class action filed against them to hold them liable for locking out thousands of customers who do not have money for smart phones.

  Business Response

  Date: 11/21/2022

  Customer Service Manager spoke to the patron, The patron does not have a cell phone that will allow him to receive text messages, or he does not have a cell phone at all. Patron was advised how he can request a check for his balance if he cannot get a capable phone.

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18403633
  
  I am rejecting this response because: They are violating their own terms of service which clearly states that 2FA is not required in ****, only NJ.  Attached are their own terms of service which they are violating.  Locking customers out of their accounts and then they can seize their money after 1 year.
  
  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:11/07/2022

  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.

  While playing the game and winning 115$ the app shut done and said closed for maintenance and now I can't log in or on.

  Business Response

  Date: 11/14/2022

  The support management team contacted the patron and the patron stated that everything has been taken care of. The support manager gave the patron their direct number if any issues arise.