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:03/07/2024

  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.

  Deposited money and it automatically opted me into a promotion. I tried to withdrawal my money and it did not let me. I opted out of promo and it took all my money and it didnt give me a chance to withdraw. I talked with customer service and they refused to offer any solutions.

  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.
  

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

  Paris Hotel Operations

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21390433
  
  I am rejecting this response because:I contacted the online ***** and they were not able to resolve my issue and gave me no solutions or ways to get this resolved. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/26/2024

  Hello, 

  Further looking into the account, the customer registered the account with the ********************** Palace Welcome Promotion attached. The customer made a $100 deposit and got a bonus match for that same amount. They wagered their initial funds and bonus funds towards the Multi-Hand Blackjack with Surrender game. On March 4,  the patron reached out, and we explained the terms and conditions of this promotion. Per our terms and conditions: 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. 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 balances (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.
  

• Initial Complaint

  Date:03/07/2024

  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 need a deposit at Caesars online casino of $100 and opted into a promo and received $15 bonus money. I proceeded to win over $700 and when I went to withdraw the money it said that I had not met the wagering requirements for the promo. That I understand. At the bottom of the promo it gave me the option to cancel and when I pushed on the cancel button it stated that I would be losing a percentage of my winnings and would still have over $500 remaining in my account. When I canceled all of my money disappeared. It clearly stated that I would be losing only some of my money not all of it. I contact customer support they told me that I was not correct and they are refusing to help me. $700 is a lot of money to me I understand that I would be losing a percentage of my winnings not all of it.

  Business Response

  Date: 03/12/2024

  ****** stated they reached out to the establishment and was provided a resolution. 

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21374580
  
  I am rejecting this response because:
  They did not provide me with any type of resolution. In my opinion they still need to refund me the money they took from me. They did not help whatsoever and made no effort to resolve the situation.
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/22/2024

    We have spoken to the patron on this issue and have added $200 in casino cash to his account. The patron agrees with this outcome.

  Customer Answer

  Date: 03/26/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:03/07/2024

  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 deposited $500 to play with in their online casino.They matched that money with $500.I played for a week and still had a balance of $1067.Today I went into my account to discover that all of my money had been removed by *******.They claim that when I signed up I agreed to a certain amount of playing in that end time. I still can't find where it says that. So since my original $500 was attached to the promotional $500, and I did not pay $15000 in the first 7 days, the promotion expired and they kept my deposit and withdraw the promotional balance.

  Business Response

  Date: 03/07/2024

  Dear ********************,
  
  Thank you for voicing your concerns regarding the Caesars Online Casino at ***************.
  
  Please accept our apologies for any inconvenience experienced. Though we endeavor to provide excellent service, it is obvious that we fell short of your expectations. We will address your concerns with the appropriate departments so as to prevent future occurrences of this nature.

  We would like to assist your further regarding this matter.
  
  Please contact us at your earliest convivence.
  
  Sincerely,
  
   ******************
  ***** Hotel Operations

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

   

• Initial Complaint

  Date:02/26/2024

  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 opened an account on 2/24/************** $250 and received a $250 deposit match and an extra $10. Started playing and immediately had issues with the app. Uninstalled and uploaded it again. Several times I had winning hands and I was signed out of app. I was told it was on my end. I use at least 5 other apps and have had little to no issues. I called to cancel my account and get a refund. My balance was $490 at time of call. They told me they could only give me $80 roughly because if you cancel the money you played even if you win is forfeited. How this is not illegal is beyond me.Their practices and terms and conditions are misleading and the number of complaints filed against them should warrant an investigation by the ********* of PA. All I wanted was a simple refund minus the $20 I had lost even though it was on winning hands. They refused. I tried doing it the easy way but they feel they are above any recourse by anyone.

  Business Response

  Date: 03/02/2024

  Dear ******************,
  
  Thank you for voicing your concerns regarding the Caesars Sportsbook App at *************************.
  
  Please accept our apologies for any inconvenience experienced. Though we endeavor to provide excellent service, it is obvious that we fell short of your expectations. We will address your concerns with the appropriate departments so as to prevent future occurrences of this nature.

  Could you please provide more details or specifics so we can address your concerns appropriately?

  Alternatively, feel free to reach out to me directly. I have my left my direct number on your voicemail.

  Sincerely,

   ******************

  ***** Hotel Operations

  Business Response

  Date: 03/04/2024

  Customer incident of play misfunction was reviewed by our 3rd party vendor and Software team - no incidents of malfunction were found.  Based on the terms and conditions of his promotional offer - the wagering requirement was not met therefore funds were not available to him 

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21343219
  
  I am rejecting this response because:
  I was signed out in the middle of a hand on 3 separate occasions.   I have followed up with ** *********************** and plan on filing a formal complaint.  I'm also going to play and video record it with a third party. This company has had hundreds of complaints through the BBB.  I am retaining an attorney to follow with a class action lawsuit.  I use other apps and don't experience any issues similar to this.  All I requested was my money back and the company thinks they are above the law because of their size.  

   

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

  Business Response

  Date: 03/21/2024

  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,

  ********

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21343219
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/26/2024

  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 problem began in December 2023 when I was locked out of my account because only cell phones are allowed to access accounts. Numerous attempts to correct the problem were unsuccessful with the Caesars agents recommendation that I buy a new phone. I rejected that and decided to withdraw my money. This not possible with Caesars as they will nut proceed no matter how many times you provide photo ID and the correct information. I have had over 20 email conversations sending my passport and drivers license numerous times. They have all the information needed to process my check and still ask for my photo Id over and over. This by far the worst customer service I have ever experienced.

  Business Response

  Date: 03/02/2024

  We reached out to the patron multiple times and they have not responded back to us. 

• Initial Complaint

  Date:02/26/2024

  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 was given a special Promo Code and decided to sign up for an account on Saturday 02/03/2024. No problem opening the account and absolutely no problem charging my Debit card to fund the account. Later that day when I tried to log in and place horse ****** I received an error. After almost an hour of trying I contacted customer service. They told me my account was blocked because they are affiliated with NYRA Bets and supposedly I have some oustanding balance with NYRA bets from over 2 years ago. Explained I had no idea what they were talking about and asked for a Supervisor. He told me they were sending me a check as a refund. Waited a week, contacted them again, and someone else told me the check was never sent because of their affiliation with NYRA Bets. No return communication from any of my emails since.

  Business Response

  Date: 03/02/2024

  Dear ************************,
  
  Thank you for voicing your concerns regarding the Caesars Racing Sportsbook App at *************************.
  
  Please accept our apologies for any inconvenience experienced. Though we endeavor to provide excellent service, it is obvious that we fell short of your expectations. We will address your concerns with the appropriate departments so as to prevent future occurrences of this nature.

  After further investigation, the Caesars Racing App/NYRA is not valid in ******.

  I have also left my contact number on your voicemail as I would like to assist your further regarding this matter.

  Please contact me at your earliest convivence.

  Sincerely,

   ******************

  ***** Hotel Operations

  Customer Answer

  Date: 03/05/2024

  I am rejecting the response from Ceasars.  I appreciate *******'s kind words but the resolution is very simple.  Please cut a check for reimbursement like I was promosed for $155.  I don't need or want to talk with anyone, just my money back.  I have attached the official change of address form that ******* had me fill out when they PROMISED and ASSURED me they were cutting a check.  Sorry for the typo on the original complaint.  My address is actually ****************************************************************  I typed 801 on the original complaint by mistake.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21341730
  
  I am rejecting this response because: even though  I appreciate *******'s kind words but the resolution is very simple.  Please cut a check for reimbursement like I was promosed for $155.  I don't need or want to talk with anyone, just my money back.  I have attached the official change of address form that ******* had me fill out when they PROMISED and ASSURED me they were cutting a check.  Sorry for the typo on the original complaint.  My address is actually ****************************************************************  I typed 801 on the original complaint by mistake.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/07/2024

  Dear ************************,

  We would like to direct you to the correct department that can assist you.

  Please call us at ************ so we can assist you further.

  Thank you,

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

  ***** Hotel Operations.

• Initial Complaint

  Date:02/12/2024

  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.

  Caesars is a joke I placed a large live bet wager and had the option to cash out for 3-4 mins or so and tried multiple times to cash out and the app would crash and I would log out and log back in still the same issue. Of course the bet lost when u tried cashing out multiple times and there support team told me its not an issue on our end to delete the app and re install like that would fix my problem I had a day ago. All I asked was for a voided bet but nope thats too much to ask for but if this was the other way around they would void the bet and not let me win. They are no help I called many times getting voicemail and no call back ever there support team is very limited in what they can help with and many times there English doesnt make sense at all.

  Business Response

  Date: 02/29/2024

  ****** stated that they already received help regarding this issue. Thank you! 

• Initial Complaint

  Date:02/08/2024

  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.

  acct#*********** I was shown a flashy and deceptive advertisement from Caesers to deposit $58.00 and receive a $35.00 casino bonus. Once I deposited the monies, I played a few hands of blackjack that I had won then went to place a sportsbook wager which stated I had insufficient funds. I saw a balance of $70.** and thought this to be an error as it showed in my cash balance. When contacting customer service via live chat they advised me since I cancelled the bonus they were taking all my monies away even though I was up more money than deposited. In speaking to a representative on the phone she offered to give me the casino bonus earned but they were keeping the original deposit. I advised I do not want any bonus just the $58.00 I deposited in either cash back or as a sportsbook credit would be satisfactory. She refused and I asked for another manager. That manager would only repeatedly say the terms and conditions apply. I feel the promotion they are offering is very deceptive and misleading to consumers. With the terms and conditions not being displayed prominently they are looking to deceive their consumers from their deposits.

  Customer Answer

  Date: 02/12/2024

  I wanted to attach the promo that was on the website. 

  Business Response

  Date: 02/14/2024

   

  Re; ******************************* - 0EDF5BAD2186883D **

      

  As a courtesy, we are giving the customer a $58.00 credit and notating on his account that in future, he must follow all policies and procedures as stated in the Terms & Conditions of our offers.

  Customer Answer

  Date: 02/14/2024

   
  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,
  
  *******************************

• Initial Complaint

  Date:02/01/2024

  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 submitted a deposit on January 27th,2024 in the amoubt of $1,000.00. The deposit was automatically deposited but did not get added into my Caesars sportsbook account. I have been in contact with Caesars and they have been giving me the run around to contact my bank. I have contacted my bank and they advised it was deposited and it was not declined. I have also attached a photo of the deposit.

  Business Response

  Date: 02/07/2024

  Hello,

  Patron has received their funds of $1000. We have reached out to this patron multiple times and they have not responsed. 

   

   

• Initial Complaint

  Date:01/29/2024

  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 have deposited many times into ******** Online Sportsbook. Whenever I try to withdraw, it tells me that I can't verify my card, yet they can seemingly verify it whenever I want to put money in. I have contacted support on multiple occasions and they just tell me to use a different payment method. I tried ACH and linking my bank, and all of them have been denied. I can put money in with all of those methods. Their support is essentially useless and when I ask if I could speak to someone who can resolve this, a supervisor, etc... they say that they can't do that. I have no problem withdrawing with any of those methods on virtually every other online sportsbook. I have attached the various errors I've been getting. Sometimes it will let me get the the screen where I have to fill out my debit card info (even though it's already attached for deposits), but when I fill all of the information out it clears out the card number and creates a red box around it telling me to verify the card. I have uninstalled, reinstalled and done everything they've told me to and basically it seems like they don't care that my money is being held hostage.

  Business Response

  Date: 01/31/2024

  The patron was informed to use a different method to withdraw and was able to do successfully.