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:04/15/2024

  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 online casino app for Caesar sportsbook app every time you're getting ready to hit a bonus or you're playing at progressive jackpot they do a location verification when they do that they take you off the game every time they do this is called unfair cheating they're not turning off the bonus generators but they stop the slot machine from progressing and and stop the cancellation of the bonuses by doing this each slot machine is set up so either you get bonuses after spending a certain amount of money or certain amount of spins so when they do this you start fresh over again so you never hit the bonuses so exactly they are cheating and it's unfair gaming and is against the law it's not right to the customers or anybody else every five seconds they got to do a verification check only when you're winning and you're losing they don't do that verification check it's not right it's unfair gaming

  Business Response

  Date: 04/24/2024

  We have submitted this information to our software team for review of their issue.  Awaiting a response - when we receive we will contact the customer directly and inform him of the results.

  Business Response

  Date: 04/25/2024

  Most Recent Message

  Date Sent: 4/24/2024 1:05:02 PM
  We have submitted this information to our software team for review of their issue.  Awaiting a response - when we receive we will contact the customer directly and inform him of the results.

• Initial Complaint

  Date:04/09/2024

  Type:Sales and Advertising 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 opened an account with ********************** Sportsbook in ** on 3/25/24 and my account was approved. My husband deposited the required $10 and my account was awarded the promotional $150. I placed my bet with my husband's support and my team won. On 3/26/24, I made a deposit request for $127.23 for which I received an email stating it was being processed. Later that day, I received an email stating that the form of payment was not acceptable and had not met their terms and conditions. When I signed up for the account, no terms or conditions were shared other than being age 21. I reached out for support from Caesars and they immediately closed/disabled my account. Then, I reached out to Caesars via chat and via emails and later via phone multiple times over the last 2 weeks. I was initially told by the representative that the $127.23 would be paid out within 10 days. Another representative said I might be able to request a check payment if I were to share more personal information with the company. No guarantee was made to pay me, so I did not share additional personal information. I requested a supervisor and was told repeatedly that one would contact me which one did not contact me until today when I threatened to expose their fraudulent practices, When the supervisor did finally call me back, he stated that they would not be giving me the $117.23 that I won and that they had refunded the original $10. I won the money before the account was closed, but Caesars refuses to pay what I won. If Caesars is not going to pay out on the bets that people legitimately place, this is fraudulent. I am requesting the $117.23 which I am due.

  Business Response

  Date: 05/10/2024

  Unfortunately, we will not be able to accommodate the customers request.  I have reached out to the customer and provided my contact information.

  Customer Answer

  Date: 05/28/2024

  This complaint has still not been resolved and I still have not received the money I won from Caesars Sportsbook. After filing the complaint with BBB, I received an email from an escalation specialist, ******** who left a number for herself and another specialist, *****. I called their numbers 25 times from the phone number in the attached file and another phone number and left message after message and never received a call back. I even emailed their Caesars support and did not receive a response. On May 10, a different escalation specialist named ******* left me a voicemail and I called him back multiple times during business hours and left him a voicemail. I never received a call to resolve. I have attached the original winnings withdrawal email and the call log made from one of my phone lines. If the case is still able to be open, that would be most appreciated as it has still not been resolved. Thank you.

  Business Response

  Date: 06/05/2024

   

  We have reached out to the customer multiple times  and advise customer she needs to provide an ID for a check request. Also, If she missing funds from a withdrawal she needs to provide a bank statement. I am adding my direct contact information for the customer to reach out. 

  Thank you 

  Kind Regards,
  *******
  Escalation Specialist II
  ************
  
  For inquiries when I am out of office please contact my colleague ***** at ************

  Business Response

  Date: 06/06/2024

  Business

  Most Recent Message

  Date Sent: 6/5/2024 4:26:06 PM
  

   

  We have reached out to the customer multiple times  and advise customer she needs to provide an ID for a check request. Also, If she missing funds from a withdrawal she needs to provide a bank statement. I am adding my direct contact information for the customer to reach out. 

  Thank you 

  Kind Regards,
  *******
  Escalation Specialist II
  ************
  
  For inquiries when I am out of office please contact my colleague ***** at ************

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21532986
  
  I am rejecting this response because:

  I have called many, many times and left voicemails for the escalation specialists. After my calls, no one ever reached back out to me. I did receive an email asking for an ** and I called and called asking where/how to upload the *** No response from Caesars. In addition, I replied back to the customer service email (see attached document) asking for the ** to find out where/how to upload the *** No response from Caesars and no directions were given. I cannot provide an ** when the company does not provide directions on where the ** is to be uploaded. Why are they evading the simple question of where to upload the **?

  Thank you BBB Staff for your assistance.

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

  Business Response

  Date: 06/25/2024

  I called the customer and left a voicemail. I sent the customer an email with my contact information. Customer acct is closed for fraud I have reached out to Payments for the remaining balance in her acct to send a check to the customer. 

   

   

  Thank you

  *******

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21532986
  
  I am rejecting this response because:

  While I did receive an email saying a check will be issued, I have been emailing and calling for several weeks to ask the amount of the check and when it is being sent. I do not want this case closed until the check is hand as this has taken over 3 months to try to resolve. Is the check for the total amount of my winnings $117.23? Or what amount is it? When was it mailed?
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/11/2024

  Good morning. I would like to thank the Better Business Bureau for all their support with this case. I received the check for my winnings from Caesars in the afternoon yesterday. This case may now be resolved/closed. 

• Initial Complaint

  Date:04/03/2024

  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.

  Caesars online casino had a recent promotion where if you deposited 11$ you would get a free 44$ casino bonus. After I deposited my money, I was awarded the bonus but it came with another requirement that was not advertised in the slightest. I had to play through around $1000-1500 before I could withdraw any of it. I decided it wasnt worth my time. My real problem is when I tried to withdraw my 11$ I originally put in, the app said my balance was tied to the bonus and I could not withdraw. meaning, If I had put in 100, I still would have to play that much to get any of my money out. Which is insane.

  Business Response

  Date: 04/08/2024

  Hello Orion,

  We appreciate you taking the time to write and bring all 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:04/03/2024

  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.

  I saw an ad online for 100 percent deposit match online, so I wanted to take advantage of this offer. I go on to deposit 200. I play for over an hour, hit 2 or 3 small bonus had the account to over 500 dollars. Played it down to around 250. Went to the promo to see how thebplaythrough would work. I had to play over 6000 a 15x playthrough. Which was not clear at the time of the deposit or I would not have deposited that much or even at all. I belive it was misleading and all I want to get my orginal deposit back for being mislead. I reached out to them on customer support said nothing they can do. I asked if there is anyone else I can speak to and they said "no one that will honor it" I hope that I can get a better response here.

  Business Response

  Date: 04/08/2024

  Hello *******,

  We appreciate you taking the time to write and bring these concerns to our attention. In order to better assist with your inquiry, please advise us if this is for Caesars Casino or if it is for Caesars Sportsbook. We look forward to further assisting you.

  Kind regards,

  ********

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21519325
  
  I am rejecting this response because: it advised me to respond and let them know this was for the ceasers online casino. I am located in the state of **. My account number is *********** 
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/07/2024

  More InAll Bonus Funds associated with the above promotion are subject to Caesars discretion and all terms and conditions.
  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 $2,500 and received a $2,500 bonus, and you only play slots, you will have to wager a total of $75,000 ($5,000 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.formation...

   

  These are the terms and conditions of this promotion - explaining the wagering requirements - for this promotion - customer cancelled this promotion during play and did not meet wagering requirments - Has since returned to site and and continued to play and  opt-in to other promotions

  Business Response

  Date: 05/07/2024

  Business

  Most Recent Message

  Date Sent: 5/7/2024 10:44:41 AM
  

  More InAll Bonus Funds associated with the above promotion are subject to Caesars discretion and all terms and conditions.
  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 $2,500 and received a $2,500 bonus, and you only play slots, you will have to wager a total of $75,000 ($5,000 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.formation...

   

  These are the terms and conditions of this promotion - explaining the wagering requirements - for this promotion - customer cancelled this promotion during play and did not meet wagering requirments - Has since returned to site and and continued to play and  opt-in to other promotions

• Initial Complaint

  Date:03/27/2024

  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.

  On March 22, 2024 I made an account with ********************** Sportsbook from a referral code i received from my fianc. He helped me upload all of my documentation and verify my identity and he gifted me $10 via his debit card to my account. I made bets and received $250 in free play from the company to make bets with. I ended up winning $560.24. It said I had to withdrawal using the same payment method but I was hesitant because my fianc used his debit card with his name on it. I tried to withdraw via his card and was rejected so I assumed I needed to use my bank with my name on it. I logged into my checking account and the withdrawal was being processed. 2 days went by and I reached to their customer service and they told me if it was not deposited into my account within ***** to call back. About 12 hrs later I received a email saying my account was suspended and per business decision I can not receive my winnings. I have explained all of this to them and they will not give me answers. I offered to give them any additional documentations and was pretty much dismissed. I am hoping that this get settled but Im a little aggravated at the fact they are withholding a lot of money that I earned.

  Business Response

  Date: 04/26/2024

  Hello,

  We have had this issue investigated by our ******************* and unfortunately, the customer is not eligible to receive the funds.  I reached out to the customer via phone at ************ and the phone was not accepting incoming calls.  An email has been sent with my contact information to the customer.

• Initial Complaint

  Date:03/27/2024

  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.

  Hi, I opened an account with ********************** Sportsbook and on the first night I had a problem trying to deposit money into my account by trying to link my bank to the app. I was met with a dimmed frozen screen where $30 was selected for me. I kept trying but I would have no success. I was unable to fund my account and missed out on making the bet I wanted to make because of this issue. I contacted customer service but could not get past their customer service bot named *****. I missed out on winning $1558. Then after many failed attempts I was able to fund my account the next day and placed a bet but I lost. This made the glitch from the first night even extra painful as instead of winning $1558 I now lost $1000 as I bet $1000 because they have a promo welcome offer where if you bet $1000 you get $1000 back as a second chance bonus bet if you lose the first bet and you can use the bonus bet to win money but will not get the bonus bet money as part of the winnings. I lost the second bet as well so I was again even more frustrated. I contacted customer service and they were of no help. I want $2558(original $1000+$1558 win) to be put into my account because of the issues I experienced. There were several other glitches as well but this was the one that prevented me from winning money. I wonder if these sportsbooks have these glitches on purpose to annoy and upset their users and maybe they feel if the user is angry they may make a bet that is out of character for them since the user will be frustrated and may make a bad decision because of how the glitches can be frustrating. Maybe they also don't want the user to be able to make a certain bet like how it was for me on the first night when I tried to make the bet I wanted to make. They may feel that if a person signed up for the sportsbook it's because of a certain bet and the sportsbook may not want the user to get that bet in and instead make a less desirable bet. It's 2024, there should not be this many glitches. Thanks.

  Business Response

  Date: 04/09/2024

  We have yet to reach this patron after multiple attempts to contact them by phone.
  We could not offer a refund on any wager that was not placed.
  If the patron contacts me directly via phone, I am happy to discuss a one-time courtesy bonus.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21486731
  
  I am rejecting this response because: I got emails from a man named ****. He insisted I call him and I kept emailing him saying if you cannot offer me the $2558 which would have been the original $1000 I funded plus the $1558 I would have won if I would have been able to place the bet, I have nothing to say on the phone. I believe **** made like he didn't see the emails to say he tried to contact me but failed to get in touch with me. We emailed back and forth for over a week with him saying that he tried to call me. I have the emails to show that I kept emailing him back. Caesars is saying they cannot give me money for a bet I didn't make but that is what this is all about. I tried to make that bet but because of the glitch I was not able to make that bet. Also, I have a new issue as well. I used two debit cards to fund my Caesars Sportsbook account and in the past month I have had an unauthorized charge on one that luckily got declined by my bank and another where someone was trying to log into my bank account. I had the same password for the bank account and the ********************** Sportsbook. Again, they were unsuccessful at getting in as the bank locked the account after this unauthorized attempt. I didn't use these debit cards anywhere else. I normally use credit cards to pay for things, so I know this fraud is because of Caesars poor security on their app. This just shows that the Caesars Sportsbook app is pretty much an abandoned app, where glitches happen frequently and the app also lacks the proper security to prevent against user data from being hacked and stolen. I used to think highly of the Caesars name but after my experience with their sportsbook I have a negative view towards Caesars. I will never even stay in a Caesars hotel because of this.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/27/2024

  We have yet to reach this patron after multiple attempts to contact them by phone.
  We cannot offer a refund on any ****** that were not placed.
  If the patron contacts me directly, I'll happily discuss a one-time courtesy bonus.

• Initial Complaint

  Date:03/25/2024

  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.

  3/23/2024 Caesars Palace online ******** slots playing slots lightning gorilla Caesar has it to where that constantly is checking every 15 to 25 minutes your location which playing games that go to a bonus resets its bonus every time you have to log back into the game so where you were at shows where you're at but yet the bonus does not exceed when it should have exceeded and it just drains all your money into the slot machine it's done this to me numerous times playing the lightning gorilla and Caesars where it's bumped me off because it says that trying to check your location I'm at frequently does that to check your location more than it needs to like 600 miles away from out of state to where I wouldn't be able to play and I'm not leaving at 3:00 in the morning why is it still checking my location multiple times and then it bumps you off it it resets the game itself to where it shows the bonus bars all the way up but yet it takes twice as long to get there again because Caesars did the location check which bumps you off the game and then resets its counter on the machine to zero but shows that you're at full bars for a bonus and then a bonus never comes up and delete your playthrough this is happening to me multiple times and I have contacted ***** and they said there's no issues but yet trying to log into the game location verifies it within three times within 5 minutes right when you log in at verifies it what's it verifying my location 10 minutes later for it's a think I got a jet sitting around to fight out of there ****** has got this rig to where there's no way that you're going to end up winning because it's always checking your location bumping you off the machines that you're playing Caesars became a cheat by location verification bumping people off machines that when they're at the progressive part it bumps you off to check location and resets the game and then you don't get to play that game anymore because now you're out of money so they want adeposit

  Business Response

  Date: 04/03/2024

  We have reached out to this patron multiple times with no response. 

• Initial Complaint

  Date:03/22/2024

  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 Sportsbook has a prepaid card in conjunction. Its called their play plus card. This card was issued by bank of ****** via Caesars. On 3/14 Caesars made 2 transfers to my bank of prepaid play plus card. Unbeknownst to me, this prepaid card was closed so the 2 transfers to my card failed and supposed to be return to Caesars. Caesars never credited my account at ********************** For the 2 failed transactions. The two amounts were $2051.23 and $2850.01. The prepaid card issued ends in 1653, but has been closed.

  Business Response

  Date: 03/25/2024

  Hello *****,

  We appreciate you taking the time to write and bring all 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:03/19/2024

  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 have been trying to obtain my W2Gs from Caesers since February 11th. *** contacted them over 10 times. When I try to download the w2gs I receive a server error. **************** has promised me deadlines that have come and gone. They also admitted it was on their end My CPA has now told me I have to file an extension which is costing me more money. How can we trust this company when they simply cant email or fix their technology. What else are they doing shady? Please email me my forms!

  Business Response

  Date: 04/08/2024

  Hello ******,

  We appreciate your interest in your Caesars Sportsbook account. For Sportsbook statements, please email ********************************** with the following information:

  State where your account is located Email address associated with your account Type of win/loss statement requested (casino sportsbook).

  Please let me know if I can be of further assistance.

  Kind regards,

  ********

• Initial Complaint

  Date:03/13/2024

  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 have been a client of Caesars entertainment for over 10 years. Because I bet sports online, they use to give me tickets to events. In January of 2024 I was accused of selling the tickets they gave and was told I was not getting more tickets. I denied the allegations and try to contact the manager that did this to prove them wrong and he avoids my emails. I have asked for information for higher *** but never get a response. The manager ********************************* avoids returning my messages.

  Business Response

  Date: 03/14/2024

  We appreciate you taking the time to write and bring all 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.
  

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

  ***** Hotel Operations

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21427523
  
  I am rejecting this response because: they have not given a real response yet. I received a call from the business. But no resolution. They will investigate further. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/21/2024

  Unfortunately, This guest has abused ***********/experiences given to him as a part of the *** program. He has sold his tickets to other patrons, which is strictly prohibited, and is trying to sell an experience with no cash value attached to the offer. Our suite attendant at MSG told us about him trying to sell the experience in the suite to another guest and a *** who gave This guest cash for that experience but never got it. MSG/Ticket Manger showed us that the tickets that this guest was given were scanned in with a different email address every time this guest attended a game.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21427523
  
  I am rejecting this response because:
  I have proof that they dont want to see. This will prove that the attendant is lying and that they have employees doing under the table illegal stuff with patrons. I have conversations to prove everything.  I will give them chance to retract this statement. They have onsite host promoting illegal gambling. Have the proof if necessary. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/03/2024

  Unfortunately, this response will not change. This guest has abused ***********/experiences given to him as a part of the *** program. He has sold his tickets to other patrons, which is strictly prohibited, and is trying to sell an experience with no cash value attached to the offer. Our suite attendant at MSG told us about him trying to sell the experience in the suite to another guest and a *** who gave This guest cash for that experience but never got it. MSG/Ticket Manger showed us that the tickets that this guest was given were scanned in with a different email address every time this guest attended a game.