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:10/23/2024

  Type:Billing 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 October 3rd, my wife and I flew into *****. We had a late flight, and our flight was delayed for 30 minutes. I had paid in advance in April for hotel rooms at one of your properties, The ********. I had the worst experience I've ever had at check-in. I filed a complaint with The ******** and have not received any feedback. I wrote to an email that I found on Yelp, but there has been no reply. I've left Yelp reviews and have received no reply, which is complete BS and unprofessional.The situation: at approximately 7:30 at night, we arrived at ********************. We had prepaid for our rooms and were told that all we needed to pay at the hotel was $220.00 for resort fees, so I was prepared to pay that amount. I gave the lady my name, and she looked me up without any problems. Then, she said we needed a card to pay for our resort fees. I agreed and inserted my card, but $620.00 was deducted from my account. I questioned this because I was told that $220.00 was all I had to pay at the hotel. She immediately became rude and said that the additional charge was for incidentals. You should know hotels charge that. Yeah some do some dont but when i call and ask what do i owe and you just mention 220 for resort fees thats what im budgeting for. So im waiting for her to give me my room cards and room number. Then she speaks up and goes sorry *** we dont have any rooms available tonight. Im frustrated cause i prepaid so far in advance that my room should of been cleaned and ready as soon as we got to the hotel. Im like lady i paid for the rooms like 9 months ago. She goes well we overbooked but we have a suite but i cant comp you that. Im like you will comp me that and then she gets rude again and goes you didint pay for a suite ***. No i did not but i did pay for a room. Like ***. Then 15 minutes go by she goes well i can get you into a room with 2 double beds. Thats all i can do. Im like no its not and no i dont want 2 double beds i paid for a king bed.12am when i got a room

  Customer Answer

  Date: 10/23/2024

  I was not able to finish the complaint, so here is the rest of it.

   

  After she told us that she could only give us two double beds, I asked one more time for a king bed. It's my wife and me. I don't want two double beds. She finally said, "Well, we have one. It's very messy. We will have to get it cleaned for you." That made me even angrier because you had a king suite available but would not give us that room and would rather make us wait even longer to get a room cleaned. So she took our phone numbers and said she would call us when the room was available. We went and ate and walked the strip. By 10:30, we still hadn't received a phone call, so I called the ********. I spoke to a man who answered the phone, and I explained my situation to him. He literally goes that is BS. They should of given you the suite not make you wait. He trys to call the front desk and gets no answer. So we walk back to the ********. Go up to the front desk im ****** off at this point. Im getting no answers. We paid for thursday night. Its almost friday morning and have not even seen the inside of a hotel room.  So i go when is my room gonna be ready been waiting since 7:30 pm. Kinda wanted to get freshend up before going out but cant even do that. So she checks into it. Still not done.  Finally around midnight we are able to check into the room.  Absolutly waste of of a hotel room cause we come in get showerd and dressed its almost 1:30 am. Out tell 4 am. Paid for thursdsy night for 2 hours. Just dumb. Not a great way to treat customers. Only hotel that ive ever had an issue with in vegas about getting my room. Stayed at ************** a couple years ago. My room was not ready so they upgraded me for free. Like whats the isdue you got a room available. I prepaid comp it. Not that hard. 

• Initial Complaint

  Date:10/10/2024

  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 attempted to withdraw funds from my Caesars Sportsbook App ******* on Saturday, September 28, 2024 while I was in *******. I received errors indicating that the withdraw was denied. I called the ************** customer service line and was told they couldnt answer my question and would call me back within 48 hours. On October 2, 2024 I sent message via there ******** page and received a call from American Wagering at ************** on October 3, 2024 and she said she would call back within 48 hours. I have not heard from either Caesars **************** or American Wagering. That is 12 days for Caesars and 7 days from American Wagering. I called Caesars customer service today and all I received were numerous emails saying that my bank wouldnt allow the withdraw. I called ***** and they said no restriction, Caesars said to add another form of payment to the App, I told them I cant add another form of payment unless I was in *******. I asked for a check to be sent via ***** and they havent responded. All I want is my $250.00 withdrawn from my account via ***** or overnight check. This customer service is unprofessional and lacks any customer focus. They provide no resolution. I have asked for manager call back with no response.

• Initial Complaint

  Date:10/04/2024

  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.

  Im experiencing ongoing issues with Caesars online casino regarding a $50 deposit made on September 21, 2024. The amount was withdrawn from my ******** account and posted on September 23, 2024, but it never appeared in my Caesars account. Despite providing screen shots, a bank statement, multiple emails and phone calls, I am still unable to get this rectified. *****, the supervisor, has stated there's no one else to escalate this to. Its handled by his payments team and he is unable to contact them directly for a time line. Its going on ****************************************** resolving this matter and getting my $50 back. Something glitched in their system that night. On their transactions it shows as a declined deposit but on the *** side it shows as an accepted withdraw. (E-transfer) All I know is Im out $50 and Caesars is not giving me my money back. I have all the proof yet it seems to not matter.

• Initial Complaint

  Date:10/03/2024

  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 filing this complaint against Caesars Sports regarding the handling of my account. I initiated a one-year self-exclusion period, which was completed recently. Upon the conclusion of this period, my account should have been reactivated. However, despite following all necessary procedures, my account remains suspended.Over the past few weeks, I have repeatedly contacted Caesars Sports customer service to resolve the issue. I have been asked to fill out forms multiple times, yet there has been no progress. On October 2nd, I was told my account would be unlocked by 8:00 PM, and then 8:21 PM, but it remains suspended.I feel that I am being given the runaround, with no clear explanation for the delays or steps forward. **************** has been unhelpful, and each interaction results in the same unproductive responses.I am seeking assistance in having my Caesars Sports account reactivated, as the self-exclusion period has ended, and I have complied with all requested actions.

  Business Response

  Date: 10/08/2024

  I have spoken to the patron and he is able to log in. His self exclusion was lifted. The issue is resolved. 

• Initial Complaint

  Date:10/01/2024

  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.

  Ceasars Sport Book made a fraudulent withdrawal of my checking account on Monday September 23 for $5000. I never did business with that company or any sports betting company so they should not have had my banking information. Someone by the name of **** called me from Ceasars at the phone number **********. He said he would investigate my issue. I called him twice and he never returned my phone call. This is nothing more than blatant theft. I think Ceasars had the wrong information on a bet and took money out of my bank account. I think that's why **** never called me back. I want the $5000 back they stole from me.

  Business Response

  Date: 10/02/2024

  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,

  ********

  Business Response

  Date: 10/02/2024

  Hello, We have reached out to the Patron multiple times leaving a Voice mail and sending him an email with our information. Patron stated in his email he does not have an Caesars Sportsbook account. He needs to contact the police and file a police report also, contact his bank.

   

   

  Thank you 

  *******

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22350838
  
  I am rejecting this response because: First off, they said they made numerous attempts to get hold of me by phone. That's untrue. I returned the two calls I received from Caesars. One man named **** never returned my calls. A person named ******* called me today. I returned her phone call shortly after she called. The conversion first started with ******* asking me my account number. I said I don't have one or have never had one. I never done business with ******* or any sports betting company. When I said it seems she ******* acting odd. Her answer was "someone off the street stole your identity". She said file a Police report. Their supposed help was ending there. I already had filed a police report. It was obvious ******* was done with my problem really quick for some reason. I FIND IT PERPLEXING THAT A COMPANY AS SLICK AS CEASARS CAN FIND THEFT WHEN IT COMES TO THEM, CAN'T FIND THEFT WHEN IT COMES TO SOMEONE ELSE.  The money went directly to Cesars. Their name was on the withdrawal. I think Ceasars made some kind of mistake and for some reason isn't owning up to it. I strongly urge the BBB to warn people of practices no one wants to get involved with that Ceasars use. Ceasars wants to make me out to be the bad guy. They stole $5000 from me. Who's the bad guy in this?
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 10/08/2024

  Hello, We have reached out to the Patron multiple times leaving a Voice mail and sending him an email with our information. Patron stated in his email he does not have an Caesars Sportsbook account. He needs to contact the police and file a police report also, contact his bank.
  

• Initial Complaint

  Date:09/18/2024

  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 was a Diamond Plus(exp FEB2026) guest at Caesars Entertainment. I had just reached Diamond Plus. Caesars removed my daily 4 drink benefit. I was awarded 4 drinks per day at any Caesars Vegas Bar/Day. They did not tell me and removed this "Laurel ******* benefit.I was staying 3nites at *****, LV. I spent two days seeking answers from ************ and Caesars Hosts. After getting the run around by all employees I went to The Champagne Slots at ***** and found ******, a Host. He rudely told me to sit down and wait. After a long wait, several minutes, he walked me to the ************ at *****. He kept telling me "stay along side of me, walk faster". At the ****************** I was rudely greeted by Agent ***** *********. I asked her why my benefits were removed? She pretended to assist me but instead called Paris security. I was doing nothing wrong and was being polite. I do have a loud voice. Suddenly a yellow shirt(security) is standing next to me. I tell this person, ***** *********, "Why are you here harassing me?? I am a decent fun-loving guest! You should be kicking out the hookers! The security person got very upset each time I told him to KICK OUT THE HOOKERS!!!! He told me to leave the counter and I did. Then suddenly a Players Card Agent, ****** ****** Starts screaming at me. He was yelling at me a DIAMOND PLUS GUEST FOR NO REASON. I thought he was going into **************. He gave me a bogus name, "****** *********". He lied.I followed directions of security. I had asked questions, told them how bad the customer service was, and told them ********************** a rip off! Then they proved it. THERE WERE NO OTHER GUESTS at the counter nor in the vicinity. The end result was, CAESARS TRESPASSED ME!!!. They cancelled my players card, all my DIAMOND PLUS Benefits and cancelled about 40 free future nights that I had booked. THIS a TOTAL SHAM!!!! I did not cuss, and I DID NOT MAKE THREATS! .... NO DANGER!!!! Rowdy Easterbay, Sec Mgr. + the incident report is TOTAL LIES.

  Customer Answer

  Date: 09/18/2024

  I am requesting Caesars Entertainment remove me from the 'Trespass" list for all their properties.

  I am requesting Caesars Entertainment pay me $50,000.00 for the benefits which I consider WINNINGS that they took/stole from me.

  I am requesting Caesars Entertainment formally apologize for what happened to me by 'garbage' non-customer service employees.

  I recommend Caesars Entertainment discipline the following employees up to and including termination.

  All of these employees told lies to get me trespassed. None of them would answer simple questions and they called security  on me for no-reason.

  ****** *********, Caesars Rewards Lead Representative, ***** ********* The report supposedly says I yelled obscenities at her. I never yelled at her, I never said one disrespectful word to her I never said one obscene word that day during this incident. The report lies according to what I have been able to figure out from calls to Paris Security. They will not send me a copy of the incident report.

  ****** ******, Caesars ******************** Representative ***** ********* As I was leaving the ****************** ****** was rudely yelling and screaming at me. He was doing the yelling and screaming not me. I asked him his name and he gave me a fake, bogus name. I was following securities instructions and there was no reason what so ever for ****** ****** to intervene.

  ***** *********, Security Officer Paris Las Vegas He kicked me out of the Casino for no good reason I told this person to kick out the hookers and not me a decent guest and it just go him more and more upset. I told him I was staying upstairs and had a room at *****. No-one came that day to tell me to leave the hotel. I was not 'trespassed' or they should have come to my room and kicked me out and made me leave.

  ****** ****, Security Officer ***** *********. He claims to observed me cussing, saying obscene language. I don't' recall seeing this person and he told nothing but lies about me .I was told he was present and observed the incident. Lies were told about what happened that day

  ***** ******* or Foreester. Paris Security Not sure on his  name. I believe he wrote the incident report about me that contained mostly false information. I did not cuss *** use the *** word I did not make threats nor pose any threat or any danger. ****** ********* only called security on me because I politely demanded answers to my questions and instead she called security. She was very sly. She acted as though she was going to assist me while she actually called security on me to get me in trouble. The first thing I said when the 'Yellow Shirt' security showed up was that ***** I have a loud voice, I will be happy to talk softer' The 'yellow shirt' security person said absolutely nothing to me. He did not tell me to do anything he did not tell me why he was there. I told him to leave and go kick out the hookers instead of hairdressing a polite decent guest. (This is my gut feeling but I really feel *****, ********* is actually running part of the prostitute operations there and actually protecting the hookers.)

  Rowdy Easterbay, ***** Security Manager. I have tried to contact him since 2MAY2024 by email and phone and he never has returned my phone calls nor my emails.

  I want a copy of the incident report from ***** / Caesars Entertainment Security The report number is : ***** .... I was told the incident report says I was making threats, cussing, saying obscene language, None of it was true. I was 2  -  3 mins before security told me to leave the counter after security showed up. I followed the instruction of security once he told me to leave. Security would not tell me why he was there. There was not reason for security to be there.

  I want a copy of the Surveillance Video. I have called into Paris Security about all of this. They have ignored all of my request.

  I have contacted by email: ***************************************** They have never contacted me back. 

  The trespass notice from Caesars Entertainment no persons signature. It is dated 16MAY2024 and I received it in the middle of June 2024.

  Caesars Employee, ********* ***** has told lies to responsible persons regarding the 2MAY204 incident. 

  I am demanding $50,000.00 from Caesars Entertainment for what they did to me and the apx. 40 free nights I had booked that they cancelled with ouit telling me. They sent me not information about this until I receieved the unsigned trespass letter from Caesars Entertainment  apx. 15JUNE2024

  The Host at the *********************************** '******" unsure or name. I first went to him for information about my Caesars Players Card. He was very rude and refused to talk me. He told me to sit down and wait. I waited along time and finally he walked me to the ************ where I encountered ******. I told Executive Host '******" that the players club had sent me to talk to him THE HOST. When he walked me to the ****************** he was very very rude and kept telling me to walk next to him and walk faster. This was prio to 'THE INCIDENT' I told him he offered *************** and he seemed offended. He was rude and offered garbage service to me a Diamond Plus VIP Caesars Entertainment *************** Guest. This is/was a TOTAL SCHAM

  Host '***' at *****************************. I was sent to him by the ************. This was about 1/2 prior to my going to see the host '******' at the ***********************************. I was sent to Caesars Palace Host '***" by the Caesars Palace ************ and I was told by the ************ that Host *** would answer all my questions. Host '***' was rude, condescending and would not communicate with me about anything I asked him about. I was getting the total run around by all Caesars Entertainment Employees both at ***************************************************, and the ********.

  Caesars Entertainment had removed my 4 drink daily benefit. All I wanted to know was what I needed to do to get my 4 drink daily benefit reinstated. I was a vey simple question. Not a single ****** employee would address this issue or even talk to me for that matter. The ************ sent me to the host the host sent me to the players club and back and forth. Totally stupid stuff.

  All the employees working at the ****************** on 1MAY2024. I told them my drink benefits were not on my card. They had been there the day before. On 1May2024 the Paris employees told me, "Don't worry, it is the 1st of the month, there is a computer glitch". One employee told me to play the slots to activate my free drinks. I played the slots and my free drinks - 4 / day were never activated.

   

   

   

   

  Customer Answer

  Date: 09/18/2024

  This incident  occurred 2May2024 at the Caesars Rewards Players Card Booth at *************** early afternoon.

  I started complaint by phone to Caesars Entertainment 2May2024 and they would not respond and if I recall I left several messages.

  I have contacted Paris Security Desks on several occasion. Manager Rowdy Easterbay never calls me back.

  A Paris security person named ****** a girl hanged up on me and told me not to call me. I was polite to her. 

  I will send some important documents regarding this complaint as soon as I get them ready on my computer.

  Thank You for accepting my complaint and attending to this matter.

  *** *********** ************** ************************** Thanks Again

  Customer Answer

  Date: 09/20/2024

  My DIAMOND PLUS Players card was good until 1 FEB 2026

  I only tried to make a complaint at the ******************

  Instead of answering my complaint they called security on me, I was doing absolutely nothing wrong but asking questions and complaining.

  I had 30 free nights at Caesars Resorts. They removed them all.

  I no longer can get 4 free drinks a day

  I no longer get free parking

  I no longer get my resort fees waived

  I no longer earn free rooms

  I no longer get free valet at all Caesars Resorts

  I no longer get VIP Check in

  I claim my harassment's by security, removable of all my free advanced booked stays and all my benefits is worth even more than $50,000.00

  Business Response

  Date: 10/02/2024

  Hello ***,

  Regarding your trespass, if you wish to appeal this decision, after one full year you may write a letter detailing the reason why you should be allowed to visit the property. Please direct your letter to the Director of Security, telling them what you did to get trespassed, and why they should lift your trespass.  The letter should be signed and include your address, so a return letter can be sent letting you know if the trespass will be lifted or denied.  You can send an email to **************************************** or mail your letter to:
  
  Address:
  HOTEL
  Attention Director of Security Operations
  *************************************** South
  *******************
  
  These can take up to 10 business day to review. Please let us know if we can assist you with anything further. 

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22301584
  
  I am rejecting this response because:

  Caesars Entertainment is a ************************ They will not respond to my phone calls, emails, or other enquires. I did nothing wrong at ******************. There was no reason to call Security on me. Caesars is breaking the law and the entire operation should be shut down by the ************************* and the *****************************

  I am requesting Caesars Entertainment Immediately reinstate my players card account. It was DIAMOND PLUS, REMOVE THE TRESSPASS and repay me in full for my lost benefits and ****** caused by the BOGUS LIES by Paris, LV Employees that created this TRESSPASS.

  I demand Caesars Entertainment Terminate the following employees for the disservice that they have done to me. Rowdy Easterbay,  - Security Manager ***** *********, ***** Gorestar - Security ***** *********, ****** ****** - ************ Representative ***** *********, ****** **** - Security ***** *********, Sophiia ********* - ************ Representative ***** *********, Host ****** - ********* Slots ***** *********. ****** ****** was screaming a yelling at me so hard I thought he was going into **************. Host ****** walked me over to the ************ Booth, Had he talked to me and anwered my questions none of this would have happened. I will continue contesting this matter with all legal channels and local media until there is a satisfactory FAIR resolution.

  I was at the ************ at ***************. I asked a couple of difficult questions or ****** ********* and instead of answering my questions she called security on me. Security said absolutely nothing to me and I instantly told them "if I was talking too loud I will talk softer". I instantly politely told Security he should be KICKING OUT THE  HOOKERS and not harassing me and that I was just a decent fun loving guest. When I mentioned HOOKERS to the Security Agent he got very very upset. Possibly he is pimping girls at *****. That was my first thought. I see HOOKERS everywhere at every Caesars Entertainment Resorts. Hookers-Whores-Prostitutes, harass me, harass other guest and even guests with boyfriend girlfriend or husband wife. I see Caesars security go the other way to avoid encountering HOOKERS. I have complained to security about the HOOKERS and they do absolutely NOTHING ABOUT IT.

  I also demand Caesars Entertainment terminate one **** *******. He is a scumbag LIAR and says there are not HOOKERS on any of Caesars Entertainment Properties. Allowing hookers, thieves, scumbags, pimps and gangsters inside of Caesars Entertainment Casinos is BREAKING THE **** NRS ...... and alll of Caesars Entertainment Properties need to me SHUT DOWN IMMEDIATELY.

  I have encountered: Hookers Stealing from guests, Hookers Drugging Guests, ****** Hookers beating the c*** out of guests, Hookers killing guests, Hookers beating up guests on the casino floor, Hookers fighting with each other. Shots fired in the casino area and guest rooms, guests barricade in rooms, and **** guest dancing on blackjack tables. One **** guest was in ******** / Flamingo for nearly 1/2 and hour and security ignored him and let him parade around naked inside of Caesars Entertaiment Casinos.

  I am a totally decent guest. I earned my Diamond Plus Status good 'til 2FEB2026. GIVE IT BACK TO ME NOW!!!!! I spent time and money in all of your Las Vegas Casinos to EARN MY REWARD - DIAMOND PLUS. There was no reason to take away my 40 free nights that I had booked in advance, my free drink benefits, free parking, not resort fees ...ETC ETC ETC.   My name is Mr. *********** to you NOT *** - YOU HAVE ZERO CLASS!!!!.

  There is no signature on my trespass. WHO DID THIS TO ME? I wan to know or we can find out in court with discovery evidence .....

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

  Business Response

  Date: 10/08/2024

  Hello,

  Due to the guest expressing he will take legal action against the company, we can no longer correspond with this guest.

  Kind regards,

  Business Response

  Date: 10/10/2024

  Hello,

  Due to the guest expressing he will take legal action against the company, we can no longer correspond with this guest.

  Kind regards,

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair 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.

  i won some money playing online slots at ceasars online casino michigan and tried to cash out on august 20th 2024, some transactions i got emails saying they were denied and would be returned to the account in my money on their casino site, the money was not returned and i have emails saying some were withdrawn successfully to my chosen withdrawal method"" BANK ACCOUNT"" i never got the money. i contacted ceasars support by their online chat and by phone, i got different answers from everyone, i asked for the exact amount i was owed and a ceasars representative on the phone told me i had a total of $850 owed to me and it was sent on the 23rd of august, i still have not gotten any of my money. i was than asked to upload my bank statements which i was reluctant to do due to them containing personal balances of money etc but i did upload 2 different bank statements from 2 accounts, i proved i didnt get my withdrawals yet they said it wasnt good enoughthey wanted it in pdf format, im not computer saavy but i did create a pdf and sent it, support told me they didnt get it, ive been lied to this whole time , no one knows where my money is, they need to pay me i want my money. i want $1700, twice what they owe me for making me call them constantly, email them, try to chat with them online, all i get are lies and make me feel like im an idiot. my bank transactions online documents to download do not go back to the 20th of august yet, i did my best to copy on screen the august 20th until recent transactions, the account number is there, along with my name and can see there was no deposits from ceasars casino

  Business Response

  Date: 09/03/2024

  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: 09/18/2024

  The matter was not resolved, I never got my money from Ceasars casino they owed me

  Business Response

  Date: 10/08/2024

  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: 10/10/2024

   
  Complaint: 22204786
  
  I am rejecting this response because:
  I sent a pdf copy of my pnc bank statement as I was asked by a Ceasars casino representative and I was told it would be sent to the pay department and I've heard nothing back and I still have not gotten my money, I sent them copies of the email saying the money was withdrawn to account 1009, I did not get the money, I keep getting the runaround from all of them I try to communicate with with 
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/13/2024

  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.

  Hello I recently moved to ******** and started gambling on ceasers sportsbook. After winning and losing I decided that I should self exclude from their platform in case I started to develop a gambling problem. I self excluded from their app over a week ago and now ceasers is not willing to let me have my balance that was left in their casino app. That is legally my money in their app and just because I self excluded doesnt mean theyre entitled to keep my money. They are violating multiple anti gambling laws and as far as I am concerned they were braiding me from the very first deposit. Since they will not give me my money I believe ceasers never intended to pay out any of my winnings so I am requesting a refund of all deposits I made on their platform.

  Business Response

  Date: 09/03/2024

  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.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22122695
  
  I am rejecting this response because: You still refuse to send me my balance
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/10/2024

  This patron has been provided the steps to receive there funds but they refuse to provide the additional information needed (ID). Thank you  

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22122695
  
  I am rejecting this response because: I have provided identification already. You need identification to sign up for this casino. This response from the business is a lie. They have all my information including , Name ****** L *****, address ************************************, and my social security number ***-**-9798. They just refuse to send me my ending balance to Venmo. Venmo was the platform I used to deposit and withdrawal my balance from before I even self excluded. My Venmo is ********************************** if they want to comply with the laws then they should send my ending balance to my Venmo. If ceasers continuing to refuse I will take further action as their response is false.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/11/2024

  We have contacted this patron to assist them in receiving the remaining funds in their closed account.

  We have requested the proper documents for a check request, but this patron has not sent us any documents to process this transaction.

  We can only process the funds to this patron once they send us these documents.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22122695
  
  I am rejecting this response because: Once again ceasers is lying. You need to submit all these documents to even make a deposit and play on their app. They have all my information to include my Michigan address, my license, my social security number and my Venmo account which I used to make and receive deposits and withdrawals. I dont see the point in these complaints when they will just continue to lie. Try and sign up for there app and theres proof of everything I just said about providing documents. Since I self excluded from their platform I hold no monetary value to them anymore and they can keep kicking the can down the road and not pay me my final balance? Do I have to make another complaint with the Michigan gambling committee? I dont want another reply to them unless its a deposit into my account. I will continue to reject their response if they keep lying and say I didnt provide any of these documents.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/08/2024

  Patron will need to provide the following information to receive the remaining balance of $54 in their wagering account:

  - A photo of your valid Government issued Picture ID. Please be sure to send a full clear image with all four corners showing.
  
  - If the address on your ID is not the delivery address for the check, please provide a utility bill from the last 60 days that matches the address you want the check mailed to.

  This information have been requested again via email from the patron. 

   

   

  Business Response

  Date: 10/08/2024

  Date Sent: 10/8/2024 11:30:45 AM

  Patron will need to provide the following information to receive the remaining balance of $54 in their wagering account:
  

  - A photo of your valid Government issued Picture ID. Please be sure to send a full clear image with all four corners showing.
  
  - If the address on your ID is not the delivery address for the check, please provide a utility bill from the last 60 days that matches the address you want the check mailed to.

  This information have been requested again via email from the patron. 

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22122695
  
  I am rejecting this response because:
  Are you f****** kidding me? Ceasers has all these documents already. Now they are ******* me off and I may seek counsel on my next course of action. I dont see how they can continue to lie and say they do not have any of these documents when you have to upload all of it to even make an account. I will continue to reject every time they f****** ask me to upload documents. Ceasers are committing fraud and now its obvious that BBB are not f****** helpful at resolving any f****** issues.

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

• Initial Complaint

  Date:07/31/2024

  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.

  July 23rd 2 charges for $1900 went to this place, Caesars Sportsbook. I emailed them and was assigned some fraud agent named *****. ***** has been awful to me. Today has been a week since this happened and I asked him what city they are based out of and he said "you don't need to know that. That info is irrelevant." This is as bad as it gets. Why would a company treat someone like this? Last week ***** said as soon as I show him where the charges are on my bank, he would have it fixed. I took screen shots of my online baking page showing him both charges next to each other. ***** then made up an excuse that would not work and they need an actual bank statement. I asked why and got some ridiculous answer. I downloaded the statement , which is in excel format and sent that over. Today at 6pm ***** says that will not work either as it needs to be a PDF. I told ***** this is how the bank sends their statements and *****'s answer was "oh well, I guess we cannot refund you". ***** should be investigated. I have to call my bank tomorrow and get them to fix it. My attorney said to give them 30 days to return the funds. or he is getting involved for other damages. Each week that goes by without paying me back, they will suffer other damages owed to me. I provided everything they asked for. This company apparently work for ************** residence. I live in ************** and have been in *******/******* for over a week. I believe ***** has my credit card because they attempted to use it the very next day after I blocked it. Please have them fix this. My banker will work on it tomorrow.

  Business Response

  Date: 07/31/2024

  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 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.

  Kind regards,

  ********

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22062707
  
  I am rejecting this response because:    The Caesars Sportsbook told me 5 days in a row that I must file a complaint with the BBB and also I MUST CALL MY BANK and file a fraud claim and then the charges will be sent back to my bank account.    I filed fraud over a week ago and this is the response I get on BBB from Caesars?   They have lots of problems over here.  They better fix this.   My next complaint is with the small claims court.   They are wasting my time while trying to take money out of my pocket.   Fix what you promised. 

  I did everything you told me to do. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/06/2024

  Individual was never advised to contact BBB. Individual was advised to contact his financial institution and initiate a fraud claim. Furthermore, Individual was advised to contact local authorities so they can assist with cyber crimes/fraud perpetrated against the Individual's personal accounts. Individual does not have an account with any **********************/*********************** entities. Final response.  

  Customer Answer

  Date: 08/12/2024

  ******************* is a liar.   The team absolutely told me to contact the BBB. 
  Also, ******** know I don't have an account.  They know people cannot bet from **************.   I gave them my bank info and they should have fixed this.    Why is it my job to dispute with my bank when they should have fixed this?

• Initial Complaint

  Date:07/31/2024

  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.

  I have $2000 missing from a credit card. The charges say Caesars sports book I have tried to communicate with them but their live chat is the only option and they are just rude. The one person told me on the live chat to please submit a copy of a bank statement page. I sent the entire page to them via email. You are not allowed to do any of this sports betting stuff from ************** or *******. I've been in ******* all week and I looked up the information and it says you must be in ************** or ********. Please look up my information as I have been in ********!!!I don't think they're using my correct email address. I think somebody from their website named ****** and **** Are the ones using my credit card. I am going to file a complaint with my police department and I'm going to try to have ****** investigated. If you look at ****** on the live chat is the only one who is extremely rude. Most of them are just unhelpful, but ****** was extremely defensive and rude and unhelpful. I believe ****** is a scam artist just somehow found my credit card number and is using it. This money better be returned to my bank account immediately.

  Business Response

  Date: 07/31/2024

  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 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.

  Kind regards,

  Business Response

  Date: 08/02/2024

  The patron does not have a mobile wagering account with ********************** Sportsbook. Based on the information that was communicated from the patron to Caesars via live chat/email it appears that someone has used the patron's financial institution to deposit/withdraw funds. As previously suggested, patron should contact his financial institution so they can assist with finding out who initiated the transactions. At this time there is nothing further that Caesars can assist with since the patron does not have an account with **********************.