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:07/22/2024

  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.

  Caesars is a criminal organization. If you ever become a VIP they make you feel like a very unimportant person. I had 3 trader errors with them where they made mistakes and took the money from the account. Their traders are omnipotent apparently and can err whenever. I misplaced a wager hours before a game and the first pitch had not gone off. My bet was 500 on the indians when i wanted the plus money tigers. Tigers win 1-0 btw. I asked a manager for a cashout and nothing. If i wanted to cashout the bet i had to lose 75 dollars on a bet that had never even happened. They have the worst help support in the world and the worst sportsbook in the world. They will never treat you as anything more than a number and the company is parsimonious and full of avarice. Please do not use this company and learn from my negative experiences. Also note they are like sharks and have collection agencies just in case they wrongly grade a bet they can literally track you and take your money. Do not use this company or *********************** ever in your life

  Business Response

  Date: 07/29/2024

  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,

  ********

• Initial Complaint

  Date:07/22/2024

  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.

  My account was closed for ******** Sportsbook. My wife and I both have accounts for their online casino and sportsbook. On Friday 7/12 we were both actively playing on our separate accounts. Towards the end of the evening we were just playing on 1 account and we attempted to make a deposit. We didn't realize that we were logged in my account and attempted to use her card. Since we attempted to use her card on my account my account was *********** closed. Doesn't make much sense since we are married and they are joint accounts but rules are rules and although the deposits were declined we will accept the ban and choose a new company to patronize. However, we had 3 pending withdrawals totaling almost $600 that they said was being deposited into my account and after that the account would be closed. I have tried for 3 days to get someone to tell me why my deposits havent been put in my account but nobody is offering any help but telling us to wait. We just want our money so we can deposit into another sportsbook. We have been customers for over 20 years and loyal to **********************. To be essentially banned from their online gaming for such a small mistake seems drastic but at this point we just want our money that is owed to us.

  Business Response

  Date: 07/29/2024

  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: 08/05/2024

  On July 13, 2024 patron ***************************** attempted to deposit using a credit card not owned by Mr. ****************************** Per Caesars Terms and Conditions section 4 The name on Your Account registration must match the name on the credit card(s) or other payment accounts used to deposit or receive monies into Your Account, no 3rd party cards or method are permitted within our platform. The Terms and Conditions were agreed by the patron during the account registration and are always available on our website. ************************************ account was suspended for a violation of our Terms and Conditions on 7/14/2024, prior to suspending his account patron attempted to withdraw the funds in multiple transactions that declined. Finally, on 7/22/2024 the total account balance of $595.92 was withdrawn and was successfully processed and the account balance is zero.   

• Initial Complaint

  Date:07/11/2024

  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 opened an account with ********************** sports books, made a deposit of 1000$ made a bet and won and they closed my account without any explanation all of the customer service people say they have no information for me and just hang up... I worked hard for my money just for them to take it and not give any reasons why, they still money from the elderly seen it on the news but never thought it could happen to me

  Business Response

  Date: 07/15/2024

  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: 07/15/2024

  Hello,
  
  This Patron has violated Caesars Sports book and Casino Terms and Conditions. Patron account is permanent closed.
  
  Thank You 

  Frances 

• Initial Complaint

  Date:07/11/2024

  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 already attempted to contact ******** via BBB with no response] I have been locked out of my Caesars account due to the negligence of the staff at *************************. Ill try to briefly outline all of my grievances & hopefully we can come to a satisfactory resolution. Ive been a loyal Caesars member for years now. This was more than disappointing. I ordered from ******* within the Caesars app ($50+ order) that never arrived and when I called they hung up on me My car was released to an unauthorized person by valet at ******** (******** valet was closed) which cost me over $500 to recover the vehicle. in conjuncture with the vehicle theft, my money was stolen. I was shown no sort of humanity or understanding and was promptly escorted to my room to vacate (understandably) but then i was trespassed from the casino! I was flabbergasted with the injustice of the situation. Flamingo valet began harassing (particularly the valet supervisor- a woman but her name escapes me) & refused to release my car to me because i owed $40. Now, I have platinum card so it was actually supposed to be free, but I had left it over at ******** but I knew the card number - she insisted she couldnt type it - so I run back over & then I happen to see on her computer screen a keypad that would of allowed her to type the #, she simply lied. PLUS, It was their negligence that allowed my car to be stolen ; I pay for a service that includes ME being able to conveniently grab my car- clearly thats not what I received. One would have thought they might even waive the fee since they didnt do the most pivotal part of the job. And the cherry on top, they have barred me from using Flamingo valet.I did not receive any sort of assistance with my heavy suitcases and actually didnt have room for one in my car (after I recovered it) and asked if I might store it with them and id return shortly to recover. They said that is not a service that they provide at that hour.

  Business Response

  Date: 07/15/2024

  Hello,

  This matter was considered resolved on our end after several conversations. We were in contact with the guest directly and our ********************* team is no longer able to reply due to legal reasons, as the guest was trespassed and threatened legal action. Now that our team has been informed, we cannot correspond with our team and the guest will have to wait one year to dispute the trespass with our director or security. 

  Kind regards,

  ********

  Business Response

  Date: 07/23/2024

  Business

  Most Recent Message

  Date Sent: 7/15/2024 1:03:59 PM
  

  Hello,

  This matter was considered resolved on our end after several conversations. We were in contact with the guest directly and our ********************* team is no longer able to reply due to legal reasons, as the guest was trespassed and threatened legal action. Now that our team has been informed, we cannot correspond with our team and the guest will have to wait one year to dispute the trespass with our director or security. 

  Kind regards,

  ********

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21948710
  
  I am rejecting this response because: well It simply makes no sense. I was the victim of a crime due to the negligence of your staff, whom were all well aware of the situation; Im not understanding how somehow I was the one who received any sort of reprimand??? 

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

  Business Response

  Date: 07/29/2024

  Hello,

  We are unable to continue communication with this guest due to legal reasons as the guest stated to our management that they will seek legal action against the company.

  Kind regards,

  ********

• Initial Complaint

  Date:06/26/2024

  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 contacted customer service a d spoke to a ***** who refused to help me and insisted I be educated in how they work. I was trying to withdraw the earnings I made which were separate from the bonus offer. It wiped out not only my earnings but my initial deposit. I called twice and she picked up twice. I then decided to tey chat and got ****** who promised to rectify the error. He was positive until I gave him *****'s name the he changed and got me off the phone, emailed me that he could only refund the deposit not the winnings but kept the bonus contingency without refunding me the $893in winnings. Let's just say after that I lost the whole $450 investment. I initiated to close the account and ****** tells me that they are looking into refunding the $893 back it is under review. I login in to download my W2 and they suspend my account without reason or cause without returning the 893. I sent ****** and ******** an email with no response. My winnings were separate from the promo and should not have been withdrawn. ****** said that ***** didn't remove it from my account but I have never seen a promo removed from my account until it expires which would have been today. Very disappointed because I was promised a solution to the problem and received the opposite. Worst they susoended the account like I did something wrong instead of closing it and refunding the funds. It is my belief that ***** suspended the promo because she wanted to "educate" me aka teach me a ******* I told her that she needed to take a class in customer service because she was rude and sarcastic and lacked the empathy to deal with customers. I lost alot of money with the promos. The terms are deceitful *** not calculated correctly. How can you take winnings that were not earned due to the promo but a bonus from the slot. I earned $660 with *********** not attached to promo and before that won simplly by playing which makes up the difference to add up to $893 owed to me separate from promo.

  Business Response

  Date: 07/15/2024

  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: 07/15/2024

  Hello, 

  After a review of the account, it looks like the Patron manually cancelled the 21% Casino Bonus match promo, and it was not cancelled by a member of Caesars Customer support. They made a $300 deposit, which earned them a bonus of $63. This promo has a 4x wagering requirement, making the wagering requirement a total of $1,452. According to the promotional terms and conditions, the patron must wager a minimum amount within 5 days of opting in to release the Bonus to their available cash balance (the Wagering Requirement). The exact amount of the wagering requirement for their bonus will depend on the size of their combined deposit and bonus and the games they elect to play, which in this case is a total of $1,452. 

  The promotional terms and conditions also outline the outcome of cancelling a promotion prior to either depleting the promotion or meeting the wagering requirements. According to the promotional terms and conditions, the patron cannot withdraw any cash that is tied to a bonus or their bonus balance prior to satisfying the Wagering Requirement without first canceling their bonus, which will result in the forfeiture of all remaining bonus balance (including any amounts won using the cash tied to a bonus or bonus funds). Once they have met the Wagering Requirement, they can withdraw any remaining bonus amount and/or any remaining funds from their deposit.

  Based on the promotional terms and conditions, we are unable to provide the winnings for a cancelled promotion. Although the patron manually cancelled the promotion, Caesars Customer support was able to provide the patron with Casino Bonus Cash as a courtesy totaling up to $300 for the amount they initially deposited. 

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21887054
  
  I am rejecting this response because: ****** said he would fix the mistake, then sent me an email changing his mind. The deposit was returned but it wasn't withdrawable. He also stated that the funds were in review which conflicted with his original statement. I requested for my account to be closed but ****** told me not to do that since I could still get the *** winnings. I questioned the conflict in communication. He then proceeded to suspemd my account for the exact amount of days I had to play to get back the bonus. 

  It is difficult to down load emails but I would expect that the ohone calls and email communication has been documented by Caesars Entertainment. I have never had these problems woth customer service and in fact has spent alot of money at the Caesars hotel casinos for a few years. For good reason, because customer service has always been exemplary until this situation. 

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

  Customer Answer

  Date: 07/19/2024

  Attached are images from written communication. I do not have a cooy of the conversation we had. 

  Business Response

  Date: 07/29/2024

  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: 07/31/2024

   
  Complaint: 21887054
  
  I am rejecting this response because: I have tried to contact ******** Entertainment and my account was suspended not closed as if I did something wrong. I reached out to the *** because I needed neutral intervention. I have been a very loyal customer to be treated like this.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/31/2024

  ***** requested the account to be closed on 6/22/24 and this request was executed. When a guest requests for an account to be closed, an email is sent to the guest saying that the "Account has been suspended". This is standard language, as the guest is welcome to enable the account with a phone call or email to customer support, both of which were supplied in the email.

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21887054
  
  I am rejecting this response because all setails are being taken into account. I cannot even sign back in as I was told. The agent said that adter promotion the funds woukd be credited and it just turned out that the promotion would end right after the seven days of suspension. I am not the only that has had problems with money and promotions so I think that an investigation should be conducted into how customers are being treated. 

  Sportsbook is no longer handling Caesars online play and I think it's because of all the complaints. At some point it would be approproate to acknowledge that your online system is flawed. I don't have any problems with the other forums just the ones run by *****'s Entertainment which saddens me because you are my preferred Casino.

  I think my inquiry should have been escalated to a supervisor that assist in retaining clients. I think that this all could have been avoided if my promotion was not taken from which is my primary concern. I made the fatal mistake of calling in rather than just working it out myself. Again I will reiterate that promotions have never been removed from my account until it expires and in this case the phone agent made it a pont of "teaching me" instead of assisting me. How is that customer support?

  Sincerely,

  
  *********************************

• Initial Complaint

  Date:06/21/2024

  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.

  I intended to put a $40 wager for the Edmonton Oilers to win the 2024 ******* Cup. The bet was somehow made for the 2025 Finals. I was not in the Futures section of the app. I asked to cancel the bet. Its a YEAR away so no odds were affected. I just tried to cancel it but have been unable to do so. I then asked them to send me my remaining balance.I cannot understand how this is legal. They took my money, applied it to a bet NEXT YEAR. And refuse to void the bet and return my money. I certainly understand why they cannot cancel certain bets due to possible advantages or information that *** affect the outcome of a bet. But clearly this is not the case. Im not even sure the schedule is out for next year yet. And who in their right mind would place a bet a year in advance without knowing the schedule or the team roster. I believe they intentionally take these bets from customers who want to bet current series. And then have no refund policy on future bets. So now they hold the money meant for this year for a whole year. It seems suspicious to me

  Business Response

  Date: 07/09/2024

  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: 07/09/2024

  The patron has been informed that this wager will stand. 

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21880326
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 07/23/2024

  Its pretty simple that I believe this action is criminal. Any other business would cancel and refund a transaction that is  More than a year away. Never mind that I was led to Futures section without my knowledge. I was misled. Shocking to me that a huge Company in the Hospitality sector would deliberately mislead and ignore a customer. 

  Business Response

  Date: 07/29/2024

  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: 07/31/2024

  Hello, 

  This patrons wager will stand. 

  ************************************************************************************

   

  Customer Answer

  Date: 07/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 07/31/2024

  FYI. I want to Thank You for the effort you made on my behalf. I dont want to pursue this any further because its exhausting. I certainly dont want to waste any more of your and my time. Its not a lot of money. They drag out simple requests. I will never do business with them again so Im not willing to play their games. I am moving on. Thanks for your efforts. Respectfully *******************;

• Initial Complaint

  Date:06/18/2024

  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.

  I put $100 in and clicked on casino bonus which only gives you $50 free. I won $300 but when I went to cash out the money I won, they said I couldnt cash it out. They offered me to cancel the bonus so I did that which would have left me with my $100 deposit and $150.00 in winnings but they still took my deposit and winnings. They need to give me my deposit back with my winnings. This is ridiculous and they are stealing my money. **************** is no help. They tell me theyll put me on a call list for a supervisor. They also gave me a number but the number given was to a hardware store not a supervisor. This is poor business and a crappy casino. Im attaching my transactions from my bet.

  Business Response

  Date: 06/24/2024

  Hello, 

  The customer did reach out to customer support on 6/17. The customer opted into a casino promotion at 12:56 p.m. for 50% up to $200, which was being offered on our website. He then made a $100 deposit at 12:57 p.m., triggering the bonus. He then started to wager at 12:59 p.m. on Caesars *** Blackjack. 
  
  We explained to the customer that, per the terms and conditions for our casino promotions, while any bonus is active, ****** will first be deducted from their cash balance tied to the bonus. Any amounts won using cash that are tied to a bonus and/or winnings from the use of bonus funds will be credited to the bonus balance and not the cash balance. Once theyve met the wagering requirement (their wagering requirement was $1200), any remaining cash tied to a bonus and/or bonus balance will be released and become fully withdrawable cash.
  
  The exact amount of the wagering requirement for your bonus will depend on the size of your combined deposit and bonus and the games you elect to play. Wagering requirements for each game are as follows:
  a. 8X on slot games;
  b. 16X on video poker; and
  c. 40X for all other casino games, excluding craps.
  
  For example, $100 (deposit) x 50% (promo offer) = $50 (bonus) + $100 deposit = $150 x 8 (wage requirement) = $1200 wagering requirement. 
  
  Since the customer did not complete the wagering requirement and had wagered $350 (which was his initial funds and bonus), he chose to cancel the bonus, which then resulted in him forfeiting his winnings that were tied using his cash and bonus funds. 
  

   

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21861569
  
  I am rejecting this response because: if i cancel the bonus then i should not lose the money i deposited plus my winnings. if you want to keep the winnings fine but give me my $100.00 back since I NEVER ACTUALLY LOST! 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/26/2024

  Customer cancelled promotion mid stream and did not meet the wagering requirement - cancel policy is notated on terms and conditions of promotion (see below)

   

   You must have made at least one cash deposit before you can withdraw your bonus or any winnings from any ****** made using bonus funds.
  Bonuses are not transferrable to any other Caesars online or mobile account, cannot be withdrawn until the Wagering Requirement has been met, and do not count towards qualifying for any other promotional offers.
  
  12. Cancellation:
  Player may cancel the bonus prior to satisfying wagering requirements, however this will result in the bonus funds and any bonus winnings being forfeited.

  Business Response

  Date: 06/26/2024

  Business

  Most Recent Message

  Date Sent: 6/26/2024 9:47:06 AM
  

  Customer cancelled promotion mid stream and did not meet the wagering requirement - cancel policy is notated on terms and conditions of promotion (see below)

   

   You must have made at least one cash deposit before you can withdraw your bonus or any winnings from any ****** made using bonus funds.
  Bonuses are not transferrable to any other Caesars online or mobile account, cannot be withdrawn until the Wagering Requirement has been met, and do not count towards qualifying for any other promotional offers.
  
  12. Cancellation:
  Player may cancel the bonus prior to satisfying wagering requirements, however this will result in the bonus funds and any bonus winnings being forfeited.

• Initial Complaint

  Date:06/12/2024

  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.

  Caesars online casino took my deposit for a bonus that they knew was worded in a hard to understand manor. I wagered 2 bets, won both bets, then decided I didn't want to spend the full $480 needed for the bonus $10. I opted out, which should cancel the bonus $10, but they took my original $10 as well which I did not lose and won on both my bets. Now they are refusing to help in any way, even though they knew the rules were hard to understand. This is the first time this has ever happened, and I don't want this to happen to other people. I want my $10 back that they stole from me, as I won both bets. The $10 bonus removal makes sense, but taking my other $10 which I didn't lose makes no sense. The supervisor I spoke with even agreed she "understood where I was coming from" but that the boilerplate hard to understand terms make it so they don't have to do anything.

  Business Response

  Date: 06/12/2024

  After reviewing this customers account, the customer opted into a casino promotion on 6/10/2024. The promotion was a Mystery Monday promotion, make any deposit and receive a $10 casino. The customer played into his $10 deposit and won $20.58 before canceling the bonus. The wagering requirement on the promotion was 240, the customer only completed 20 into the wagering requirement before cancelling the promotion. The terms and conditions on the promotion states:  You must wager a minimum amount within 5 days of opting in to release the bonus to your available cash balance. The customer called in and requested to speak to a supervisor. He spoke to a supervisor, he was advised that he played through his initial deposit. 

  Customer Answer

  Date: 06/27/2024

  I was never asked for any additional information, just that BBB would look into it and get back to me. What info are you looking for? My complaint was fairly specific. Attached are 2 images. I opted in to a bonus if I spent a certain amount. I won 2 bets, decided I didn't want the bonus since the spend was so high, and opted out. They took away my full deposit of $10 even though I won both of my bets when opted in. It was absolutely not clear this would be the case if you didn't lose, just that you wouldn't get the bonus, which I was aware of. Caesars deliberately writes their terms in a vague way, as can be seen by many complaints on the BBB website. Please make this right. It's not about the money, it's about the lack of respect. I called and chatted and both times, they could not have been ***** to me or cared at all. 

• Initial Complaint

  Date:06/04/2024

  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.

  Please use this complaint. The last one I left my email address off of. In mid April I had placed 6 *** future bets on Heat, ****************** Suns, Pacers and 76ers, the total investment was about ******. On April 20th I put myself on a cool off period as I had concerns over a dispute with a couple of ****** I had and wanted to get it resolved prior to the using the Sportsbook again. The cool off period was 4/20 - 5/20.The issue was never resolved so I put myself on a self exclusion, so I dont use this SB any longer. Last week, I believe on Wednesday, I had reached out to a live chat rep, who stated that my ****** still had action and they can see the wager still pending. I have screenshots. After a rep confirmed that my bets still had action, a live rep stated that since I put myself on a self exclusion that my ****** would be automatically void. Let me state that prior to putting myself on the self exclusion I checked to make sure that any future bets would still have action and it was confirmed. Eventually, they admitted that my self exclusion wouldnt disrupt future bets. Next came a new invented excuse to not pay me. An escalation specialist ha alleged that I cashed out a wager early!! I invested $****** in ******, and they accused me of cashing out my Mavericks wager for ***** when I had ****** invested fully. If ************************* win the championship, I would win ******* and theyre claiming I cashed out for ***** one series away from the championship!?? Also, the date of the alleged cash out was on 5/19 and guess what I was on a cool off period which would make it impossible! I spoke to 3 reps yesterday over the phone and they confirmed that it is impossible to cash out a wager on a cool off period, but since the investigation is closed there is nothing they can do about it! This is laughable.

  Customer Answer

  Date: 06/04/2024

  One of my screenshots was not meant for Caesars. Attached is the 3rd wager on the **************** which would have action. Let me also add, I have recorded calls with representatives stating that there was in fact an error by the simple fact that cash outs are not allowed during a cool off period.  There is no excuse for Caesars to void my bet, its as simple as what they are alleging is impossible.  There is no winning an argument when Caesars itself conducts the investigation as all they do is invent excuses. These investigations are not in good faith. 

  Business Response

  Date: 06/04/2024

  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: 06/04/2024

   
  Complaint: 21799159
  
  I am rejecting this response because the *** championship starts on June 6th and every single investigation is done in bad faith.  This is quite simple. The day that they accused me of cashing out my wager was on 5/19 and I was on a cool off.  I have had 10 different reps agree with me that an error has occurred but whenever there is an investigation they just invent excuses to void my wager.  This has to be resolved by tomorrow. There is ******* on the line here and this has been a torturous week. 
  

  Please help me. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/05/2024

  Good Morning,

  I have ************************************************* asking if it is possible to cash out a bet early when a player is on a cool off and the answer is always no.  The allegation of me cashing out a wager was on 5/19 when I was on a timeout, therefore impossible. The invented excuse to void my wager was on a day that I had no access to the cashout feature. This *** championship starts tomorrow and I will need in writing by tonight that my ****** on the **************** have action.  I dont care about any investigation as the investigations are never in good faith. 
  This is quite simple. 

  Customer Answer

  Date: 06/05/2024

  Again, this is a conversation from this morning from another representative. Not only would it not be possible to cashout a wager during a cool off it would be against the responsible gaming rules to have interactions with a bet. This is the words of your own representative.  Not only are the allegations erroneous and unfounded, if I were allowed to cashout a wager during this period it would be a violation of responsible gaming.  Again, since the frivolous allegation of myself cashing out a wager on 5/19 was during a cool off period, it is impossible and illegal for me to cashout, therefore, the ****** on the **************** must remain in action and Caesars must refrain from inventing excuses to void a wager.  

  Customer Answer

  Date: 06/06/2024

  Yesterday, a customer support manager did reach out to me via email indicating that he will likely get back to me at some point yesterday.  Late that evening I was emailed that they will now get back to me today.  This investigation is completely frivolous and it worries me that they need time to invent new excuses to void my wager.  I already have recorded conversations and screenshots of live chats stating that it is not possible to cash out live ****** on a cool off and the alleged date of my cash out was on a day that I was on a cool off.  There is no other narrative that can be used here.   

  Customer Answer

  Date: 06/07/2024

  Good Morning,

  I was first told on Wednesday that the company would have a resolution, then they pushed it to yesterday. Nobody ever got back to me with the status of my claim and the *** finals had already started. I have overwhelming and irrefutable evidence to support my claim and unfortunately Caesars is not cooperating.  

• Initial Complaint

  Date:06/04/2024

  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.

  Getting the online casino to process a withdrawal for winning is nothing but battles. You can deposit with an account t but they wont allow you to withdraw with the same account. They also say ***** hours then tell you 3-5 days. They constantly want document verifications for accounts you have used. *** also hit befor and watched the reels move after they stop of things disappear. It says fair and regulated but its anything but.

  Business Response

  Date: 06/04/2024

  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: 06/04/2024

  We have received customer compliant and will reach out to customer. Will reach back out with a update.