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: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. 

• Initial Complaint

  Date:05/30/2024

  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.

  The business stole money from my account and refused to refund it.

  Business Response

  Date: 06/03/2024

  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 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:05/23/2024

  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.

  To give a full description of my complaint, my cashout feature was disabled from the start of the Suns game on 4/20 (3:30) through the end of the ****** game (11pm). When the ****** game concluded, the cashout feature was immediately returned. This is not a coincidence. Please check your records I had my app open the entire day, even when I was at the ****** game, my teams were all up significantly at one point and never did I have the ability to cashout. Even for the futures bets that I had the following day, there was no ability to cash those out. Those futures bets are always available for cashout. It was disabled. This action costed me over 60,000-70,000. In my 3 years of using ******, I always had the ability for live cashout. If you look at my bet history, I use this feature on almost every bet and the reason why I make large ******.Again, I want to work this out amicably. I am probably one of ****** biggest players, this action of disabling my cashouts is morally and ethically repulsive.I have called customer service everyday for 1 month asking for a manager to call me back. A manager has never called me.

  Business Response

  Date: 05/27/2024

  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: 05/27/2024

  Hello,
  
  We are looking into this issue. Once we have some answers we will update you.

   

  Thank you,

  *******

• Initial Complaint

  Date:05/06/2024

  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 joined Caesars online casino because of their new member deposit match promo. I deposited $700, then when I went to withdraw it, it said it was tied to bonuses and couldnt be withdrawn, which is ridiculous. I didnt know I had the ability to cancel the promo and refund my money, I played some of it. I ended up winning $80, but instead of it going to my cash balance, it was a part of the bonus credit that I couldnt withdraw. I didnt want to play anymore so I cancelled the promo and then was only able to withdraw $620. So I won but actually lost. There should be a clear option to be able to cancel a promo or be able to withdraw your own money instead of it being locked in the app.

  Business Response

  Date: 05/09/2024

  These are the terms and conditions posted about this promotion:

  You must wager a minimum amount within 7 days of registration in order to release the Registration Bonus to your available cash balance (the Wagering Requirement). The exact amount of the Wagering Requirement will depend on the games you elect to play. Wagering Requirements for each game is as follows:
  a. 1X on slot games;
  b. 2X on video poker games;
  c. 5X for all other casino games, excluding all variations of Craps, Roulette, Baccarat and Sic Bo. ****** on Craps, Roulette, Baccarat and Sic Bo games will not count toward minimum wagering requirement.
  ii. As an example, if you only play slots, you will have to wager a total of $10 ($10 x 1) within 7 days to release your registration bonus to your cash balance.
  iii. This bonus may only be claimed on the Caesars Palace iCasino service but casino ****** on both Caesars Palace iCasino and Caesars Sportsbook & Casino will count towards the minimum wagering requirements above.
  iv. ****** on sports and other events in any Caesars Sportsbook or Caesars Sportsbook and Casino app will not count towards the wagering requirements.
  v. Casino ****** will only count towards one bonus at a time, starting with the registration bonus.
  vi. If you do not meet the minimum Wagering Requirement for the Registration Casino Bonus within 7 days, the bonus will be forfeited. No partial bonuses will be awarded.
  Deposit Match Casino Bonus:
  i. You must wager a minimum amount within 7 days of registration to release the Deposit Match Bonus to your available cash balance (the Wagering Requirement). The exact amount of the Wagering Requirement will depend on the size of your bonus and the games you elect to play. Wagering Requirements for each game is as follows:
  a. 15X on slot games;
  b. 30X on video poker games;
  c. 75X for all other casino games, excluding all variations of Craps, Roulette, Baccarat and Sic Bo. ****** on Craps, Roulette, Baccarat and Sic Bo games will not count toward minimum wagering requirement.
  ii. As an example, if you deposited $1,000 and received a $1,000 bonus, and you only play slots, you will have to wager a total of $30,000 ($2,000 x 15) within 7 days of registration to release your deposit match bonus.
  iii. This bonus may only be claimed on the Caesars Palace iCasino service but casino ****** on both Caesars Palace iCasino and Caesars Sportsbook & Casino will count towards the minimum wagering requirements above.
  iv. ****** on sports and other events in any Caesars Sportsbook or Caesars Sportsbook and Casino app will not count towards the wagering requirements.
  v. Casino ****** will only count towards one bonus at a time, starting with the registration bonus.
  vi. If you do not meet the minimum Wagering Requirement for the Registration Casino Bonus within 7 days, the bonus will be forfeited. No partial bonuses will be awarded.
  Bonus Tier Credits & Reward Credits:
  i. Tier Credits & Reward Credits are not subject to Wagering Requirements.
  ii. Tier Credit bonuses are subject to all terms and conditions applicable to Tier Credits, including, without limitation, the Caesars Rewards Rules and Regulations available at www.caesars.com/rules. Tier Credit bonuses may not count towards participants Reward Credit balance or promotional Tier Credit earnings and may not qualify for any Tier Credit bonus promotions, including daily Tier Credit bonuses. Visit www.caesarsrewards.com for more information about the Caesars Rewards program.
  iii. Reward Credits are not redeemable for cash and have no value until presented for redemption in accordance with the terms and conditions of the Caesars Rewards program. Actual redemption value will vary depending on the type of product or service, the outlet location and other factors.
  iv. Reward Credit prizes are subject to all terms and conditions applicable to Reward Credits, including, without limitation, the Caesars Rewards Rules and Regulations available at www.caesars.com/rules. A winners Reward Credits will expire if the winner fails to earn at least one (1) new Reward Credit every six (6) months. No reinstatements if Reward Credits expire due to inactivity. Visit www.caesarsrewards.com for more information about the Caesars Rewards program.
  
  9. Order of funds used for wagering:
  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. Any amounts won using cash that is tied to a bonus and / or winnings from the use of bonus funds will be credited to the bonus balance and not your cash balance.
  In the event you have more than 1 active bonus, cash that isnt tied to a bonus will always be the last source of wagering. Cash tied to the oldest bonus will be used first, followed by the bonus funds of the oldest bonus if the cash balance tied to that bonus is zero. If both of those balances are at zero then cash tied to the next oldest
  bonuses will be used, followed by the bonus funds of the next oldest bonus when that cash tied to that bonus balance is zero.
  
  10. Eligible Games:
  Any casino bonus received from this promotion and any deposited funds tied to the bonus cannot be used on the casino games listed in the BONUSES section of Caesars Terms of Service: ******************************************************************************?
  i. For example, in a hypothetical 100% bonus match offer on deposits up to $100, you deposit $200, and you receive a $100 bonus which will make your total balance $300 which will be broken down as follows:
  ii. $200 in bonus cash that CANNOT be used on the aforementioned games.
  a. $100 of your deposit amount is considered cash tied to a bonus.
  b. $100 is bonus funds that you received as part of the 100% up to $100 bonus match offer.
  iii. $100 in unrestricted cash that is not tied to the bonus, this amount CAN be used on the aforementioned games.
  ****** on sports and craps will not count towards the wagering requirements of bonus funds.
  11. Restrictions on withdrawing funds:
  You cannot withdraw any cash that is tied to a bonus or your bonus balance prior to satisfying the Wagering Requirement without first canceling your 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 you have met the Wagering Requirement, you can withdraw any remaining bonus amount and/or any remaining funds from your deposit.
  To clarify further, in a hypothetical 100% bonus match offer on deposits up to $100, you deposit $100, and you receive a $100 bonus.
  i. Your balance is now $100 in restricted cash and $100 in bonus funds
  ii. You make a $25 wager on blackjack (this would use restricted cash)
  iii. You win a 1:1 payout
  a. Your balance is now $75 in restricted cash and $150 in bonus funds
  iv. You make a $25 wager on blackjack (this would use restricted cash)
  v. You win a 1:1 payout
  a. Your balance is now $50 in restricted cash and $200 in bonus funds
  vi. You make a $25 wager on blackjack (this would use restricted cash)
  vii. Player wins a 1:1 payout
  a. Your balance is now $25 in restricted cash and $250 in bonus funds
  viii. You win a $25 wager on blackjack (this would use restricted cash)
  ix. Player wins a 1:1 payout
  a. Your balance is now $0 in restricted cash and $300 in bonus funds
  x. You make a $25 wager on blackjack (this would use bonus funds balance now as restricted cash balance is zero)
  xi. You win a 1:1 payout
  a. Your balance is now $0 in restricted cash and $325 in bonus funds
  If you opt into a deposit match bonus promotion but do not make a qualifying deposit, and then opt into another deposit match promo, your next deposit will apply to the first deposit match promotion you opted into. Your subsequent deposits will apply to the deposit match bonus promotions in the order in which you opted into them.
  i. Example: You claim a 10% up to $100 deposit match bonus offer, but do not make a deposit. You then claim a 20% up to $100 deposit match bonus offer; then you make a single $100 deposit. This deposit will apply to the original 10% up to $100 offer and you would receive a $10 casino bonus. If you make a second $100 deposit, that deposit would apply to the 20% match offer, and you would receive a $20 casino bonus.
  You must have made at least one cash deposit before you can withdraw your registration bonus or any winnings from any ****** made using registration 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:05/06/2024

  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.

  On Saturday May 4th, 2024, my boyfriend and I had an idea to drive to ******** to the casino as we had done a few times in the past and we had fun even though it was a small temporary site for the casino. Based on conflicting information online and heard locally, we decided to call before leaving to verify that the casino was open and see what their hours were for the night. My significant other called twice and I called once to the phone number listed for the Columbus Nebraska ******** location and they verified that they were open and that the casino hours were 1 a.m. as had been for their temporary location. We live in ************* in ******** which is over 1 hour (60 miles) from ********, one-way. When arriving in ******** for our evening, we pulled into the location for the temporary casino and realized it was closed. As we gathered information locally and from additional calls to the customer service number for Harra's *****************, we were informed that the address was the location we were at. So, after a few minutes, we were able to locate the new address for the new ******** Columbus on the other side of town. So we updated our route on our gps and drove to the new location. Being unfamiliar with the new address and location since we had never been there before, we got lost twice trying to find the road to the casino from the highway we were traveling on and wound up calling once more in attempts to find out more detailed directions. While waiting on hold we found the entrance and pulled into the parking lot only to realize it was NOT OPEN!Needless to say we had contacted ****** Entertainment's **************** number for the ******** ******** location a total of 5 times in which we were re-assured that the location was open for operations that evening. We called because we did NOT want to waste the time driving all the way to ******** only to find out we wasted the time and the cost of fuel for nothing. There is nothing else for entertainment or night life in the immediate area. So, we drove a total of 2 hours (over 120 miles) and wasted many hours of our weekend when we had prepared and contacted the business to ensure that they were open for operations. I proceeded to call the customer service number twice more to let them know they were wrong and the casino was not open, only to be told they were. I didn't want someone else making the mistake of calling the contact number and told the wrong information. On my third try to customer service, I was finally able to find someone that was able to re-assure us that the wrong information would no longer be provided to future customers regarding the hours of operations for this location.

  Business Response

  Date: 05/07/2024

  Hello,

  Thank you for you for submitting this correspondence. In review of this complaint, we show this is not for Caesars Interactive it is for a different state. Please advise how we should proceed.

  Kind regards,

  Business Response

  Date: 05/09/2024

  Hello,

  The property is ******** Columbus address *******************************, however this property has not opened. It is scheduled to open by end of year 2024. As such, there is no compensation that can be extended as requested.

  Kind regards,

  ********

  Business Response

  Date: 05/09/2024

  Business

  Most Recent Message

  Date Sent: 5/9/2024 1:51:14 PM
  

  Hello,

  The property is ******** Columbus address *******************************, however this property has not opened. It is scheduled to open by end of year 2024. As such, there is no compensation that can be extended as requested.

  Kind regards,

  LaQuann

• Initial Complaint

  Date:05/06/2024

  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 opted in to receive my $50.00 Uber eats gift card on 04/18/2024. Attached is the email. It says I will have it within 7-10 business days. That has come and gone and I have not received it. *** reached out 5 times now in regards to this and your staff can not help they send an email and ** told i will be contacted promptly. I also have yet to be contacted back. This is absolutely horrible customer service. I have free night stays that at this point i am worried to even use seeing how many his experience has gone. Please provide the gift card it really should not be that difficult

  Business Response

  Date: 05/21/2024

  Hello ********,

  Thank you for contacting Caesars Entertainment. We appreciate you taking time to contact us regarding your Uber Eats Gift Card redemption. In regard to your inquiry, the gift card has been sent to your email on file twice. In addition, a separate email was sent with steps on how to redeem and your gift card redemption code for your convenience. We can suggest checking your spam or junk mail, as often times the email provider does not recognize it as a safe email. Please let us know if we can further assist you.

  Kind regards,

  ********

• Initial Complaint

  Date:04/25/2024

  Type:Sales and Advertising 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.

  4/21/2024, while traveling through ************* I will log into the casino app and play. I opted into the deposit $125 and get a bonus of $45. I played awhile, and at the end of my session before leaving the state I was at just over $200. It doesn't allow me to withdraw my original deposit. So I contact support and they tell me it's because I didn't meet the betting requirement of $1020, What a scam! Who is going to read the fine print to know you have to bet that much in order to get your original cash back plus any winnings? ? I mean, come on....talk about false advertising. It's a button under "promos" and when you click on it it wants you to just deposit immediately and doesn't take you to any fine print. That was my original cash deposit of $125 and if I have that much in my account less the casino bonus of $45 I should be able to withdraw it. No telling how much money they have made off unwary people wanting to play a few hands while travelling and they never get their money back. That should be against the law. It doesn't work that way in person in a casino.

  Business Response

  Date: 04/30/2024

  We have attempted to contact this patron multiple times but have not received any response. 

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21609636
  
  I am rejecting this response because:

   

  I have returned their calls (always goes straight to voicemail) and left messages for 2 different reps ****** and *******) and no one calls me back. They email to let me know they called, and I have also replied to their email.  This is ridiculous effort.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/02/2024

  Hello, 

  The patron was awarded the casino bonus again as a courtesy. No refund will be given at this time. 

• Initial Complaint

  Date:04/19/2024

  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.

  Tuesday I was playing and getting knocked out of the games and when in a bonus, it happened a week ago on a different laptop,contacted C.S. and then received email everything was paid out, Tuesday it happened again on a different laptop,I was in a winning bonus and knocked out of the game and returned to the game and bonus was not there, contacted C.S. again and received a call from Caesars Sportsbook and the gentlemen said there was reports of this happening to a lot of people, no other casino online conducts business like this, when ive had a issue on other sites which is rare, when you go back into the game your bonus returns and your winnings are still there,It seems when I was winning thats when it knocked me off, C.S. said there is a ticket for issue and well i truly dont trust this site and company after this happened twice to me on two different laptops and im getting the run around from the Company.

  Customer Answer

  Date: 05/03/2024

  I have contacted caesars customer service again, and the lady I spoke with said that they closed the ticket and it was in there in a strange way, that it was for a cell phone issue or something to that effect, also she put another ticket in , and of course no reponse from them, I do have a recording where they did call me after i spoke with tech support that night  and it states other people were having such issues and their would be a ticket put in place. Personally after this happening twice I do not trust their site and will not use their site accordingly. It seems I have been given the run-around serveral times now, and I do believe the gaming authority should be notified.

  Business Response

  Date: 05/13/2024

   

  ****************** claims were thoroughly reviewed, and no irregularities were found during his gameplay. A decision to offer ************** a $150 casino credit as a one-time courtesy for his patience during the review process. 

  Customer Answer

  Date: 05/14/2024

   
  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,
  
  *******************