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:12/11/2024

  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 have a $790.66 balance in my account. I made deposits with venmo, did some betting and now I want to withdraw. I am unable to withdraw my money via venmo. It is only giving me an option of wire transfer. I have reached out for 3 days in a row and nobody has an answer, only that they will reach out to me within 24 hours and nobody has. My venmo account is active, I can still deposit money, but I can't withdraw. I would like my money back.

  Customer Answer

  Date: 12/11/2024

  Through trial and error, I have figured out how to withdraw my money. Caesars was not able to help me. Odd that I could figure it out before them. I had to do something that didn't make much sense, but it opened up the withdraw door. 

• Initial Complaint

  Date:12/09/2024

  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.

  Dear Caesars Palace Sportsbook Support,I am writing to formally express my dissatisfaction and frustration with the handling of my account and recent bet placed on your platform.On November 29th, I placed a bet of $500 through the Caesars Palace Sportsbook app. While I understand that bets and ****** are subject to review, I am extremely concerned and upset that, after winning my bet, my account has been limited and my funds are being withheld without clear communication or explanation.When I lose a bet, the funds are taken immediately and without delay. However, after this particular bet, I have not received any indication of when I will be paid or why my account is being held under investigation. I have reached out multiple times for clarification, but my inquiries have gone unanswered. This lack of transparency and communication is both frustrating and unacceptable.I would like to know the specific reasons why my account has been restricted and why my winnings are being withheld. I request an immediate resolution to this issue and a clear timeline for when my funds will be released. If there is any further information or action needed on my end to expedite this process, I am more than willing to cooperate.Please address this matter as a priority, as I find the current situation to be completely outrageous and detrimental to my experience as a customer. I trust that ********************** Palace Sportsbook will take the necessary steps to resolve this issue promptly and fairly.I look forward to your prompt response.Sincerely,Fedor ******

  Business Response

  Date: 12/28/2024

  We have contacted this patron and discussed that this wager is under investigation. In coordination with our regulatory partner, this wager is on hold temporarily, and we will contact the patron when the issue is resolved. 
  The patron has a direct line to the supervisor of the Escalations team if they have any questions during this investigation. We expect the investigation to be completed within 30 days.
  

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22651864
  
  It has been a very long time for conducting your investigation, not to mention that you are still holding the original payment for the bet. Yes I did receive phone calls back from a very nice person, but the only thing he was able to say was: the ledger is still under investigation. No other details
  
  Sincerely,
  
  Fedor ******

  Business Response

  Date: 02/13/2025

  We have contacted this patron and discussed that this wager is under investigation. In coordination with our regulatory partner, this wager will remain on hold at this time and we will contact the patron when the issue is resolved. 
  The patron has a direct line to the supervisor of the Escalations team if they have any questions during this investigation.

• Initial Complaint

  Date:12/04/2024

  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.

  Playing in the online Casino on 11/30/24 won a prize of $2000.00 and there is no way to get my money from the account... All withdrawal methods are denied. I've contacted customer service multiple times and they say it is escalated and I should be contacted via email within 24 hours and still no response.

  Business Response

  Date: 02/04/2025

  I have contacted ***** ****** with my information. She was able to receive her $2,000 withdrawal. Thank you 

• Initial Complaint

  Date:12/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I deposited. They reneged on promos so I tried to withdraw. They said I had to make a bet with my withdrawal. I hit the bet for $50. Now they won't issue payment on same ****** account I deposited with. My 2 choices for withdrawal: deposit $20 on another bank account (nope) or send them a pic of license to receive a check in 6-8 weeks. I don't trust them having any banking info or my ID. I'll say goodbye to the $50 and continue using DK,FD and *** as they all have proven to pay right up

  Business Response

  Date: 12/03/2024

  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: 12/03/2024

  They said they will send me a check. I will withdraw complaint when I receive it. Thanks

  Customer Answer

  Date: 12/17/2024

  They sent me a check for money owed. Matter closed 

• Initial Complaint

  Date:12/02/2024

  Type:Product 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.

  Been waiting for 10 weeks for a check by mail from Ceasers & after the *********************************************************************************** I have to wait another 6-8 weeks for it to arrive by ****. After I tell them to cancel the request so I can withdraw it by my bank they decided that it cant be done and to wait 6-8 weeks. I cant wait for the check any longer. 18 weeks in total of it even arrives in 6-8 weeks

• Initial Complaint

  Date:11/25/2024

  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 11/23, I made a deposit for the first time to Caesars Sportsbook in MD. I used a verified ***** account connected to my bank account. When I made a bet and then went to withdraw the funds, the app refused to let me make a withdrawal. I contact customer support - EXTREMELY unhelpful. I waited over 20 minutes to get absolutely no resolution. They said there's nothing they can do right now.

  Business Response

  Date: 11/26/2024

  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: 11/26/2024

   
  Complaint: 22596433
  
  I am rejecting this response because: I have already contacted your support team multiple times and have not received any help, so you forwarding this to them is not helpful or a resolution.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 02/04/2025

  Patron made a $10 deposit on 11/23 and requested a refund the same day. Patron proceeded to make another $10 deposit on 11/23 and placed a wager. They were able to successfully withdrawal their funds along with request a refund on 12/31. I contacted to see if they were still experiencing issues and provided my direct line for assistance.

• Initial Complaint

  Date:11/14/2024

  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.

  On 11/13/24 I placed I live wager for Tyrese haaliburton assists at over 11.5, I have the accept changes feature off , meaning I have to approve any changes. I submitted the bet and at the end of the game he had 12 and it should have paid out, but no they changed it to 12.5 while the bet was processing without any notice to me. Thats what you call fraud , I clicked accept at over 11.5 , not 12.5 I should have been able to accept of cancel the bet. I contacted ceasers with no response as they never respond and only lie. ***** and decieve customers

• Initial Complaint

  Date:11/14/2024

  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.

  Deposited $160 via etranfer to Caesars. It was deposited from my bank account but never put into the Caesars account. When I look online it shows it was denied from Caesars but the funds were never returned.I emailed and they asked for a bank statement. I provided them a bank statement with other transactions, balance and account number blanked out. I also provided a photo of the etranfer with the same reference number as was on the bank statement.I was told this is not sufficient as I cannot blank out the information on my statement. Companies cannot ask to see our bank account information such as balances other transactions and account numbers. This information can be used for criminal activity such as fraud. Caesars Sportsbook is stealing for people and asking to provide information that we have been warned by law enforcement never to provide!

  Business Response

  Date: 02/04/2025

  ****** had a $160 deposit that was declined on 11/12. For the payments team to be able to investigate, we need a PDF version of their bank statement for the relevant time period, as the attempt shows as declined on our end. On November 14th we informed patron they would need to provide documents but they refused and disconnected the call. I reached out to the patron again today to inform them of what we need to investigate.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22555647
  
  I am rejecting this response because: Caesars is still requesting documentation with all banking information, including all transactions, how much is in the account and account information. I provided a document with the sensitive information blanked out and left the transaction from Caesars visible as well as a reference number from the etransfer. That should be sufficient. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/10/2025

  Hello,
  
  I have reached out to patron ******* ****** regrading her failed deposit. Patron refuse to send in proper documents. Payments will not accept her bank statement with it being blacked out. I advised her to send over a PDF form of her bank statement for the month of November. She stated she refuse to send in her bank statement not blacked out and she will deal with the BBB. If you have any more questions please reach back out. Thank you 

• Initial Complaint

  Date:11/13/2024

  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.

  I had a bet in which I had the kickers kickin 2+ and it says I did not win. When I contacted support he kept saying they did kick field goals. I won2 others on the same bet with the same players so obviously they kicked field goals. I asked him to tell me what a field goal meant and he says SECTION 1 ARTICLE 2. TYPES OF SCORING PLAYS Points are scored as follows:Touchdown: 6 points Field Goal: 3 points Safety: 2 points Try after touchdown: 1 point (Field Goal or Safety) or 2 points (Touchdown)Clearly he said a field goal is after a touchdown

  Business Response

  Date: 02/04/2025

  Hello, I have spoken to the customer and he has informed me that the rules were explained clearly and that the issue is resolved.

• Initial Complaint

  Date:11/13/2024

  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.

  On 11-03-24 I placed a $40 wager on the "Blackjack Surrender" New Jersey Caesars online casino game which is owned by Caesars Entertainment Nevada. I was drawn two cards for a total of 10 and the dealer was showing 1 card for 4.(first Screenshot ) It is well known that a players hand of 10 vs a 4 is a very high probability win for the player. Because of this I went to doubledown. Since at the time I only had $20 left to play with to be able to do I deposited $240 more into my account so that I was able to do so. This is where the problems began. When I went to doubledown the software was not recognizing that I put in the funds.(Second screenshot). And I was not able to doubledown. I then called Caesars NJ to explain. I said that the software was not recognizing that I had deposited more funds and was not allowing me to double down. I further stated that I would be able to continue the hand without doubling down to complete it but it wasn't right because as a player I wasn't able to be given the chance to do so. Caesars said that they would look into the There ruling was to simply cancel the game and refund my $$ which is not a proper resolution for a few reasons.1) Since there was only a issue in the doubledown section of the game I could have finished the game by not doubling down.2) Since this was a very high percentage hand cancelling out the game when only the double down part was having issues is not proper. Caesars could have told me to simply finish the game without doubling down and do the right thing and credit me accordingly They did none of that. Instead they simply cancelled out the game and did not allow me the opportunity to finish out a high percentage win hand for $80. The fact that they are not compensating me for this nor allowing me the option to finish the game is wrong. I am asking for one of the following resolutions to occur 1) Allow me to finish the high percentage game.2) Reimburse me the $80 in credit

  Business Response

  Date: 02/04/2025

  
  
  Hello ****,
  
  Regarding *********** ******* inquiry on November 7, 2024, we conducted the investigation and proceeded to refund the initial amount. An email was sent to the customer to communicate the results.
  

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22528142
  
  I am rejecting this response because:

  Simply refunding my initial bet is not efficient please view the screenshot above.  You will see that my hand being a 10 vs a four is a extremely large high percentage win hand.  I should not be penalised from this high percentage win because there was a system error.  In addition to this,  as per basic blackjack strategy rules the correct play in this situation would be to doubledown which would of most likely mean a win of $80 that I lost out on.  Simply returning my original bet without any form of compromise is not proper business protocol.  I had spoken to Caesars to give ideas on a proper compromise but they would not listen.  I put forth the following ideas to compromise on this.  They are.

  1) $80 casino credit for the inability to double down and play the hand.

  2) $40 cash for not being able to play the hand.

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

  Business Response

  Date: 02/25/2025

  Hello ***********,

  
  After reviewing your account and wager inquiry, we found that you were unable to double down because you did not have the required amount in bonus winnings or attached real cash.
  Per our Terms and Conditions for promotional bonus cash:
  "While any bonus is active, ****** will first be deducted from your cash balance tied to the bonus. If there is no cash tied to the bonus available, the ****** will be deducted from your bonus balance. Cash that isnt tied to any bonus funds will only be used if the cash tied to a bonus and bonus balance are both at zero."
  We understand that you attempted to add more funds to your account; however, at the time of your deposit, your funds were not at $0, which impacted how the promotional credit functioned.
  We hope this explanation provides more clarity on casino bonus. For more information on casino bonus please view the link below.

  
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