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:11/01/2022

  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.

  Via live chat (I have a screenshot) a representative claimed that my wager would be refunded to my account in 2-3 hours, and that I would be able to withdraw it, because I had a free bet worth $2,100. I was then told by another representative over the phone, after an absurdly long wait on hold, that the representative via chat was mistaken about the rules and instead they would be able to instead give me $10 (.47% of the guaranteed amount), which proved also to be a lie as I did not receive any funds in the account, or a refund to the bank. Given this incredibly unpleasant experience alone, I would not trust this company to keep their word about any amount of money. Beware.

  Business Response

  Date: 11/21/2022

  **************** Manager spoke to the patron to straighten this out. The patron was given a $50 free bet token as a courtesy. 

• Initial Complaint

  Date:10/17/2022

  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.

  Placed a bet Premier League soccer on 10/9/2022. Betting app said bet was not recognized so I did some bet two more times and each time bet was not recognized. But 2 minutes latter I saw in my account there were 3 bets for the same team with the same amount. I called immediately they said they will fix it when computers comes back. Since then I called 9 times in total and every time they promised money will be refunded in few hours. This never happened that's why I am writing to BBB. I were treaded rudely, almost they were making fun of me. I will not deal with Caesar Sports Book online again and will nor recommend to any of my friends.

  Business Response

  Date: 10/21/2022

  Support Manager spoke to the patron and added $32.73 to the patron's account.

• Initial Complaint

  Date:10/04/2022

  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.

  Back in January, I downloaded the Caesars mobile app and created an account. I used the app for a while and had my membership upgraded to "Platinum Tier." According to the "gaming benefits" associated with having a Platinum Tier account (which are listed and promoted on ******** own website/app), I am supposed to receive: (1) a MONTHLY free bet of $10; and (2) a free bet of $10 on my birthday. Caesars abided by these terms for several months, however as of this past June, they suddenly stopped administering these monthly free bets, in clear contravention of the terms on their own website. To make matters worse, my birthday just passed in September, and as expected, I did not receive the free bet. To top it all off, Caesars has virtually no customer support features or services, so I cannot contact anybody from their company to address this issue. That final issue is what left me with no choice but to post this complaint on BBB.org. Caesars needs to not only reimburse me what I am owed, but they need to make a significant alteration to their services so that (1) these types of issues don't happen again; and (2) there is some semblance of a customer support feature that can help nip these issues in the bud before they need to be reported. Frankly, it is kind of pathetic that the company promotes and advertises these "benefits" associated with their membership, clearly for commercial purposes, yet they don't actually follow through with the benefits. Then, they essentially hide from consumers by not offering customer support services.I am extremely displeased with the Caesars platform, and will be switching to Fan Duel if the problems are not rectified in short order. As it stands right now, Caesars wreaks of unprofessionalism.

  Business Response

  Date: 10/20/2022

  Patron has not placed at least $10 in cash bets in June, July or August to qualify for the monthly free bet rewards.  In September he only placed $46 in cash bets and the criteria to be eligible is $100 criteria changed. Support team attempted to contact the patron via phone but mailbox is full. An email has been sent to the patron summarizing why he has not received free bets.  The Rewards website link was provided for customer to review, as well as a direct phone number to the manager if customer has questions.
  
  

• Initial Complaint

  Date:10/03/2022

  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 put a bet in and hit the first two legs. I was given a cash out amount on the third leg but it gave me an error message every time I tried to cash out. They cheated me out of my money.

  Business Response

  Date: 10/21/2022

  Customer Support Manager spoke to patron and explained that cash out is an automated facility, and that not all tickets will be successfully cashed out. 

• Initial Complaint

  Date:09/29/2022

  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 a $50 bet on September 11, 2022 for the Bears game and they won, my winnings were $170 that did reflect in my account. It is now the 28th and I am still not able to withdraw my funds. There are multiple ways listed for the funds to be withdrawn but for some reason all of my withdrawals get denied. I have called Caesars customer support and I have chatted with them online, approximately ********************************************* they just say that it is my banks issue. Most recently customer service representative told me to connect my PayPal account and put $20 into the Caesars app and at this point I feel like this is all a scam. I contacted *********************** from **** gaming commission, sent screenshots of my profile in the Caesars app and also sent screenshots of my conversations with the online customer service support and he just insists that my banking information was removed from the app in March 2022 and that I need to update my banking information, if customer service is already hanging up on me and not resolving my issues- why am I still continuing to try to deal with Caesars customer service? If I already said I felt this was a scam, why give them my bank information again?? Also if my banking information was removed how come it is so easy for me to make deposits into the Caesars app but I cannot withdraw? There needs to be a better way to withdraw funds or mailing options. Very unsatisfied & poor customer service with both ************************************ Commissions.

  Business Response

  Date: 10/21/2022

  Customer has had several payment methods attached to his Caesars account since inception of his mobile betting account. The checking account was successful for deposits on March 13, 2022, but unsuccessful for withdrawals. The withdrawal requests made to the bank account on file were declined for the same reason since 9/11/22 and is an error message directly from the transaction processor, not Caesars:
  Banking data not updated, previously registered and is now deactivated
  
  

  Customer can review the information on the website for further information - https://www.caesars.com/sportsbook-and-casino/ia/support/payments/

  
  

• Initial Complaint

  Date:09/26/2022

  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.

  Hello. I placed a 4 leg parlay bet on 9/24/22 to win $118. One of the games I bet on was Texas ****** vs. Razorbacks. I specifically bet Texas spread -2. That means I bet ***** to win by 2 or more points. The game ended in 21 Razorbacks and 23 *****. So I won the bet since I bet they would win by 2 or more. They won by exactly 2. However, when I went to check my payment, I see ******** magically voided that ***** game and only paid me $62 of the $118 I am owed. I contacted customer service and an agent by the name of ****** told me my that ******** voided it because they graded it as a "push". But in sports betting, a push is the result of a tie between the bettor and the sportsbook. There was no tie. It was 21 and 23. I won the exact spread that I betted on (-2). I also spoke to another customer service agent and they said "the bet is awaiting paypal approve" in their exact words.. paypal to approve what? Paypal has nothing to do with ******** voiding a game. Nobody wants to forward me to a supervisor, my case is being thrown around in circles, the agent's dont know what they are talking about, and the money I am owed has not been paid to me. Case number: 220924-002363

  Business Response

  Date: 10/10/2022

  Customer Support Manager called the patron to discuss. The bet was a push that results in a tie which reduces the number of legs on the parlay and the payout.  

• Initial Complaint

  Date:08/21/2022

  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 was playing big buck bandits on there site, when I hit the bonus squares = $107.50, it didn't credit the amount to my account nor did it go to bonus and spin for more! So I could of won a lot more who knows? But I Screen Shot the game, ive sent in chat multiple times, ive sent it via email to as many emails you have and I still 10 days later sit without the money in my account when I won the money FAIR N SQAURE!!!!!!!! I can send you 30 different emails, 50 different chats and still no results. Ive been ignored more times then I can count, ive been told many times there's a software ticket in and they will credit my account! Nothin happens!! ive been told software had to reach out to 3rd party ( when I didn't play on a 3rd party) but ok and theyd resolve it the next day and its been 5 days later and still nothing!!! I dont find it acceptable to wait 10 days for money u won fair n square!!!! PLEASE ADD MY MONEY TO MY ACCOUNT!!! Who knows how much I would of won during bonus but I want my $107.50 and hopefully caesars sees the huge inconvenience this has caused me and makes it right for the rest!!! please resolve immediately ive waited long enough
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Contacted patron and gave a refund for the $107.50 that patron was requesting also gave the patron $50 extra for the inconvenience. Patron was satisfied with the outcome of dispute. Patron said they will rescind the complaint.
  
  
  Consumer Response /* (2000, 7, 2022/09/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes plz cancel complaint! It's been fully resolved

• Initial Complaint

  Date:08/20/2022

  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 August 16 I chose to withdraw my winnings to my ****** account because of the fast turn around time and it's simple. I haven't heard anything back I have emailed no answer, I have live chatted with a different excuse every time from they're really busy right now or they would get to it shortly! I just don't understand it's my money why is it being drug out? And nobody offers to help or make things right it seems like they could care less about their Customers not one person I talked to even cared I was upset or cared to help fix it. I'm dissatisfied with the impersonal service they don't care that's my opinion.
  

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 6, 2022/08/29) */
  Patron submitted a withdrawal on 8/17/22 at 23:29 EST. The withdrawal was processed on the 8/20/22 at 19:15 EST. The timeframe for processing a ****** withdrawal is 3 business days.

• Initial Complaint

  Date:08/19/2022

  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.

  This is regarding a request to close my sports book/casino account on July *********. I requested customer service to close the account. Instead they continued to entice me with free play and leave the acct open allowing me to continue to play. I would like my money refunded that was spent from the time I requested to close my account. After like 10 days of them ignoring me I just said forget it leave the acct open. However after several more attempts to close the account they finally did it. Caesars should protect their players and respect their customers request. Then many times customer service said I could close the account however when I tried to do so it would not allow me and kept telling me I was putting in wrong information. I reached out for help and Caesars ignored me because they knew they would continue to take my money. I was told by customer service management would reach out but since they have been avoiding my emails.

  Customer Answer

  Date: 08/26/2022

  Response to gentleman who called and left a voicemail. On July 30th I requested your customer service to close the acct. Instead they left it open so I would continue to lose money. I'm asking for all the money from July 30th to when they closed the acct be refunded to my deposit methods. Caesars should of closed the acct as asked.

  Customer Answer

  Date: 08/31/2022

  It's pretty clear Caesars does not care as no attempt at resolving the issue has been made and no refunds have been issued. I have wrote the so called customer support supervisor multiple times just to be ignored. Requested several times that Caesars refunds the money spent so to the failure of the agent not closing the account to only be ignored. Caesars could careless about customers. It's all about how much they can fill their pockets with.

  Customer Answer

  Date: 09/09/2022

  The business doesn't care about protecting players that request to close their account and they will continue to leave your account open after requesting to close it. They won't follow up with me and they continue to ignore me. I still haven't been refunded *********** from when they failed to close my account. They continued to take my action not caring. They only care about the revenue.

  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: 18114850
  
  I am rejecting this response because:
  It took 2 years for them to respond and they don't even offer a resolution 
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/21/2024

  Hello ******,

  We appreciate your taking time to contact us once again and we apologize for the delay in response. In order to better assist you, please advise us if this was for Caesars Casino Online or Caesars Sportsbook and the state the account was registered in. We look forward to further assisting you.

  Kind regards,

  ********

  Customer Answer

  Date: 03/22/2024

  Caesars sports book ******** 

• Initial Complaint

  Date:07/21/2022

  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.

  Unable to cash out on online line betting site. Thought might be the app. Nope. Guess they revoked my ability to early cash out with out notification. I had to speak with multiple online chat agents and they couldn't tell me. Finally I received a phone call from Ceasers agent Betsy to tell me upper management revoked my ability to cashout on the 15th. Why and why wasn't I notified. Well I'm notifying you now. Three days later after multiple bets. You will take my money but will not allow me to cash out. Asked how long will I be discriminated against, as I'm sure other gamblers are able to cashout. She replied no time YOUR JUST NO longer able to cashout anymore. Received a second phone call and they are working on a way to notify players. I would like all bets placed during that time frame reimbursed.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/07/22) */
  Cashing out early is a privilege not a right. The customer was abusing the early cash out privilege. Caesars reserves the right to revoke early cash out privileges. This is not a discriminatory practice but a business practice that has happened to other customers. We do not have to notify customers when they lose the privilege and we will not be reimbursing this customer for any bets placed after cash out privileges were revoked. The customer fails to mention that he is gaining Rewards credits for bets placed. Customer does not have to wait for bets to settle in order to reap the rewards of our Loyalty program because Rewards points are gained when the bet is placed. This is a blatant violation of the Rewards program.
  
  
  Business Response /* (1000, 8, 2022/07/22) */
  Please see our Terms of Service with regards to this complaint. The link to the terms of service is below but the excerpt that deals specifically with our rights to modify our Services is below. Section 6.2 specifically mentions our rights to modify.
  **********************************************************************
  6. USE OF THE SERVICES
  
  6.1 In the interests of ensuring fairness, We may take any measures as we deem appropriate in order to create a fair and balanced online environment.
  
  6.2 We reserve the right to suspend, modify, remove and/or add to any of the Services (collectively, a 'Change') in Our sole discretion with immediate effect and without notice, so long as such Change does not affect pending play on the Services. We will not be liable for any such action.
  
  6.3 We forbid the use of all unfair practices when using the Services. We do this to protect Our customers and the integrity of the Services. Please read Our Unfair Advantage Policy which is incorporated in these Agreements for further details and Our Anti-Cheating Policy at section 34.3. If any customer is found to be participating in any form of collusion or other activities that We consider to constitute cheating his or her account may be permanently closed and any balance may be at risk of forfeiture or withholding as per Section 19 of these Terms of Service.
  
  6.4 We forbid the posting of any prohibited Third Party Content (as that term is hereinafter defined) on Our Platforms. Please read Our Third Party Content Policy which is incorporated in these Agreements for further details.
  
  6.5 We reserve the right to suspend Your use of certain of the Services, Platforms, games or any wagers on our Platforms from time to time for any reason or no reason.
  
  6.6 No communications or information published on the Services is intended to constitute legal or tax advice and we accept no liability for any reliance on such content.
  
  6.7 For the purpose of any reference to time in connection with Your use of the Services, We use the Eastern Time Zone unless otherwise specified.
  
  6.8 Your use of the Services (including, for the avoidance of doubt, any intellectual property and/ or services We may license from third parties from time to time which forms part of the Services) is for Your personal, entertainment use on a single computer only. You may not use the Services or any intellectual property contained therein for any commercial purpose.
  
  6.9 By accessing our Platforms, or using, or attempting to use, our Software or the Services, You represent and warrant to Us that: (i) you are 21 years of age or older; (ii) you are a legal resident of the United States, (iii) you are physically located in the State of New York while wagering; (iv) all details provided by You to Us to setup Your Account or otherwise participate in the Services are true, current, correct and complete; and (v) You consent to the monitoring and recording by Us and/or the NYSGC of any wagering communications and geographic location information.
  
  6.10 In order to use the New York wagering feature of the Services, you must be physically located in the State of New York at the time of use. We may, at any time before or after you begin using the Services, require you to verify your identity, age, or physical location in person at a participating sportsbook or through other means, and we may terminate your access to the Services if you fail to do so.