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:03/11/2025

  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 signed up as a new user online at **************** by **********************. The welcome bonus is %100 deposit match for net losses. I opted in to the welcome bonus which is reflected in my transaction history. I deposited $300 and lost via blackjack which is an approved game listed. I did not recieve my $300 in bonus funds. I had to go to chat 6 times and every time was guarenteed by the agent that I would hear back by the end of the day via email. Each of these 6 times I was lied to and never heard back and was never credited my bonus funds. On the last chat the agent "*****" told me I would not be getting my bonus and that the issue was closed. He said that is all he could tell me. I adked for someone to twll me why I was not going to be paid the bonus funds I was falsely offered and he said the only information is that I am not getting them. I asked for an email address to file a complaint and was told I don't have that option. I was refused when asked to speak to a supervisor or manager. I feel I should be refunded my $300 deposit if they will not pay the bonus fu ds be ause I deposited on the basis of a false bonus offer. I cannot understand how such a large corporation can treat customers like this. If you offer a promo and all aspects are met, you must honour and pay out. I would like to either be paid my $300 bonus funds as 1x waging requirement as promised at deposit, or I would like my initial $300 deposit refunded to me.

• Initial Complaint

  Date:03/11/2025

  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.

  I requested a $150 withdrawal on 2-19-25. I was told it would be processed by 2-26-25. By 10 p.m. on 2-26-25, I contacted the help line to see where my withdrawal was. My first enquiry was met with an instant hangup. I called again and was told this time that my withdrawal was scheduled to be deposited into my bank account by midnight. It is now 9 p.m on 2-27-25 and I still haven't received my withdrawal. All attempts online to contact any human is impossible.

• Initial Complaint

  Date:03/11/2025

  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.

  Complaint Details:Subject: Failure to ******************** Plus Status Despite Meeting Tier Credit Requirements Complaint Description:I am filing this complaint against Caesars Entertainment due to their failure to honor their stated Caesars ************ Tier Credit ********** a Caesars ************ cardholder, I have spent over $****** in 2024, whichaccording to the program termsshould qualify me for Diamond Plus status (which requires ****** Tier Credits). Despite this, my Caesars Rewards account has not been updated, and my Diamond Plus benefits have not been granted.Attempts to ******************************* (Issuer of Caesars ************)Comenity confirmed that my spending meets the required threshold but directed me to Caesars Rewards for account updates.Contacted Caesars *************************************** Called multiple times to resolve the issue; no resolution.Visited a Caesars Rewards desk in person; was given no explanation for the missing Tier Credits.Sent Two Registered Letters to Caesars CEO (****** ****)Both letters were confirmed delivered, but I received no response or action taken.Desired Outcome:I request that Caesars Entertainment immediately:?? Update my Caesars Rewards account to reflect my earned Tier Credits.?? Grant my rightful Diamond Plus status, effective immediately.?? Ensure that all benefits associated with Diamond Plus status are applied retroactively to the date I should have qualified AND extend those benefits into 2026 based on time in the program not given in 2025.I have made every reasonable attempt to resolve this issue directly with both Caesars Rewards and ************** Their lack of response and failure to honor the rewards programs published terms has left me no choice but to escalate this issue publicly.I am requesting BBB intervention to ensure that Caesars Entertainment fulfills their advertised rewards program and resolves this matter promptly.

  Business Response

  Date: 04/11/2025

  Dear Mr. *********************************** you for contacting Caesars Entertainment. We truly appreciate your interest in your Caesars Rewards account. I have made several attempts to contact you by phone and regretfully we were not successful in reaching you with the number provided Regarding your inquiry, it appears there may have been some confusion regarding the benefits and earnings for the Caesars ************* For your convenience, I have listed the benefits below:
   
  * Earn 5X Reward Credits for every $1 spent on qualifying purchases at Caesars Rewards resorts and casinos (5X earning based on 4X with use of Caesars Rewards Credit Card and 1X by using your Caesars Rewards card at the time of purchase
  * Earn 2X Reward Credits for every $1 spent on dining, travel, and entertainment purchases
  * Earn 1 Reward Credit for every $1 spent everywhere else **** is accepted

  *Upgrade to Platinum Status upon first purchase within the first 90 days of approval (upgrades may take up to 30 days to process)

  * ***** Tier Credits within two billing cycles of their first purchase of any amount made within the first 90 days of the **** account being opened outside of Caesars Rewards properties. (Awarded December 2023)
  * Receive an additional ***** Tier Credits and ****** Reward Credits when the new member spends an additional $1,000 in the first 90 days of the **** account being opened outside Caesars Rewards properties, (Awarded December 2023)
  * Spend $***** on the Caesars Rewards **** in the current calendar year and receive Platinum status for the following year and ***** Tier Credits. (Awarded October 2024)
  * 1***** Reward Credits when member spends $50,000 annually
   
  Your Reward Credits will never expire if you earn at least one Reward Credit once every six months by using your Caesars Rewards **** and there is no limit on how much you can earn. At this time, we do not have a benefit that earns Diamond or Diamond Plus based upon your **** spend. Your status at the time you accepted the Caesars Rewards **** was Diamond due to your status match with Founders Card. In addition, we did confirm you received all Tier and Reward Credits allotted to new **** card holders. We apologize for any confusion this may have caused. Should you need any further assistance, please contact us directly at ************. We are open Monday- Friday from 8am-1 pm pacific standard time
   
  Thank you for making Caesars your choice in gaming entertainment!
   
  Kind regards,
   
  ******** ******* | Caesars Rewards Customer Service
  ************
   

• Initial Complaint

  Date:02/13/2025

  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 deposited $1059 on February 2nd, 2025 on the Caesars Sportsbook app. I opted in to a "New Customer" sign up bonus which states - "NEW USERS ONLY: Place your first real-money bet, and if you lose, receive up to a $1,059 Bonus Bet!" (Image attached). I placed a bet on February 2nd (bet id: ************************************* for $1059. The bet lost. The $1059 bonus bet was placed on my account. I then placed a future bet (SuperBowl 2025) using the $1059 bonus bet. A couple of days later, this bet was completely removed from my account. After going on to Caesars support chat, I was told this was a "Business decision, and no further details will be provided". I am now requesting a refund for the full amount as this business performed a scam. I have provided my account email below (current email on the account has a typo in it - documentation has been submitted to Caesars a week ago upon their request to correct this, but have failed to do so)

  Business Response

  Date: 02/13/2025

  We have  been calling this patron he does not answer. We left voicemails for him to give us a call back. Customer Bonus were removed because Opposite siding bonus abuse 2/3/25. His devices was Linked to WHCOM6N2X1SV6B same household (Which is his sister) That is against are T&C. Thank you 

• Initial Complaint

  Date:01/28/2025

  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 January 26, 2025, I deposited $400 to my ******** online betting. I made $150 worth of bets that day. The next day I attempted to withdraw the remainder of the money but was unbale to. I called their customer line on January 28, 2025, and was told that I could not withdraw any monies I deposited, and that they must be used for bets. I was told this was part of the agreement when i opened my account. I asked that I be sent a copy of the agreement by email, or mail, and was told no. They would not do that. I stated I could not find the agreement located anywhere on the app, so please email me a copy. I was told no; they would not do that. I asked to speak to a manager regarding same and was left on hold for quite a long time and then they disconnected the line. I was left with no choice but to file this complaint.

  Business Response

  Date: 02/26/2025

  This patron was able to withdrawal his funds. Issue resolved

• Initial Complaint

  Date:01/09/2025

  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 am currently in the process of filing a lawsuit. I've had more problems than I can count with Caesars, from randomly getting logged off while playing a slot (I have proof that this happens to eliminate a win or a bonus), to getting double charged on deposits, to getting double charged on spins, to having a customer service representative once tell me to cancel a bonus knowing full well that I would have completely lost all my money, to deposit promotions not working....far too many to list here. Now, for the last month, I have been completely ignored and all my emails have gone unanswered. This is completely unacceptable, so while this is being discussed as to how we proceed legally, I'm getting the word out in the hopes that something is finally done. A responsible business doesn't ignore a customer for weeks on end, especially not when that customer has sufficient grounds for a lawsuit. Please have them get someone to get in touch with me regarding compensation immediately, or this matter is going to district court.

  Business Response

  Date: 02/10/2025

  Hello ******,

  Thank you for reaching out. Given that you have mentioned potential legal action, we are unable to continue discussions at this time. It's important that this matter be handled through the appropriate legal channels. We recommend that you direct all further communication regarding this issue to our legal department.
  If you have any additional questions or concerns, please reach out to our legal team directly.

  Kind regards,

• Initial Complaint

  Date:12/26/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 7th 2024 I requested my $250 **** eats gift card, in lieu of my $500 celebration dinner. I was told I should receive it in 7-10 business days. I have yet to receive it . I feel like Im being defrauded by the Caesars. I fulfilled on obligations on my part. I did use my 7 star retreat for an ************* trip earlier this year and utilized my $500 folio credit. I never utilized my $500 celebration dinner. My caesers rewards number is ***********. Ive attached a screenshot of Caesars confirmation email stating they received my request for the $250 Ubers eats gift card .

• Initial Complaint

  Date:12/19/2024

  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.

  10-30-24 I went to **********, LA & stayed at ************************. ******* has a sportsbook & if you sign up you get a $1000 bonus bet on first bet if you lose. I decided I would either win or I would get a $1000 bonus bet. I signed up & deposited $1000 & made my bet! I did lose so I had a bonus bet of $1000. There were no games until evening. i played in the Caesars casino then went back to my hotel room at the Caesars resort to place my bonus bet. After signing into the Caesars sports website it told me it could not locate me even though I was in the same place I was the day before & at their resort. I chat w/ ************** told me things to try & said it would be fixed within 12 hours i sat in hotel room for hours trying to fix it. A support person said they were having issues & to keep trying I tried repeatedly & this locked my ********* kept saying it could not locate me. I tried my phone hotspot, my laptop, phone, & the hotels wifi so they could locate me better seeing that I was in ********* at **************. I have been Total Rewards member 30 years. Check my players card & reservation. It was not resolved & I needed to drive back to ***** but had to wait to place this bonus bet before going back to **. You can only use the bet in states gambling in legal. Support is all online only & no help, I chatted w/ a few reps & all told me would be fixed by morning. so I stayed but it still wasn't fixed. Bonus valid 2 ********* never would have bet $1000 if they had not PROMISED bonus bet for a loss. I went home & called Caesars & was told the wifi was suspicioous wifi but I was at ***************? It wasn't suspicious to sign up, deposit $1000 and place my bet, but only when it was time to place bonus bet? Caesars support said drive back & would work so I did and got the same error and promises that it was fixed, it still would not work and was expiring that night. This was false advertising and seems like a scam. It would not work and expired.

  Customer Answer

  Date: 12/23/2024

  Proof showing I was at Caesars resort horseshoe on ********* when they claimed they could not locate me although hours before they could locate me fine to sign up and deposit $1000 and lose it, then when time to use my promised bonus bet, suddenly they could not locate me e be though I was at the exact same place.

  i have more pics as well showing both trips and my op address, when I left I even went to ********* in ********** to see if they could locate me there.  I have pictures and proof of that as well.

  Customer Answer

  Date: 12/23/2024

  Proof showing I was at Caesars resort horseshoe on ********* when they claimed they could not locate me although hours before they could locate me fine to sign up and deposit $1000 and lose it, then when time to use my promised bonus bet, suddenly they could not locate me e be though I was at the exact same place.

  i have more pics as well showing both trips and my op address, when I left I even went to ********* in ********** to see if they could locate me there.  I have pictures and proof of that as well.

  Business Response

  Date: 12/27/2024

  We contacted the patron and were able to credit their account with the Welcome offer that they had requested. The issue was solved, and the patron was satisfied with the resolution.
  

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 accepted tier multiplier offers from this business. Last year I received diamond benefits. To keep my benefits, I made sure to play casino slots enough using a 5x multiplier. In fact I played enough to move to ************ status if the multiplier and points were applied correctly. The tier multiplier shows after 14 days. When it did, it was incorrect. They only multiplied about half the points I gained and used a 4x multiplier instead. They claimed I was rewarded half the points through an offer ( I was not, I gained them through playing). That resulted in me not having enough points to retain my current benefits. It was not what was advertised. When I tried to contact hosts I was ignored. When I contacted customer service I received an extremely rude response saying no host is obligated to return my calls. I responded and was then ignored again. My reference case number 241210-000260 My player number is *********** I expect to be instated to retain my benefits, I have records of what my points were before and after as well as the tier offer.

• Initial Complaint

  Date:12/16/2024

  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.

  The business is Caesars Sportsbook and operates through Red Mile *************** in ******** for legal sports betting. Oct 08, 2024 10:39 PM CDT Transaction #: e9f8e3dc833e Amount -$447.72 Manual check request for this amount on 10/8/24 The above information reflects a transaction that I requested through the Caesars Sportsbook App in ******** where I had accumulated $447.72. I asked for a withdrawal check to be sent. It has been over 8 weeks since the request was made, and I havent received the check yet. Very important that I get this money. I need it. Every time I have called support, I have to tell the same story and all Ive gotten back from them is that they will look into it and get back to me. I have yet to hear back from them. The online Caesars chat says the same thing. Can you help me please? All I want is the money that I made with the sports betting app. $447.72 Caesars Sports book Rewards # ***********

  Business Response

  Date: 12/18/2024

  Hello *****,

  We appreciate you taking the time to write and bring these concerns to our attention. In order to better assist with your inquiry, we have forwarded a copy of your concerns to our sportsbook team for further assistance. In the meantime, please let us know if we can assist you with anything further.

  Kind regards,

  Customer Answer

  Date: 12/18/2024

  They have finally credited my account with the money that I was owed.