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:05/08/2025

  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 want my money back that I have spent it I cannot use my gems. This is bull I have spent hundreds of dollars on this fake game to be able to get a free room. No matter how much money I spend I cant get to the next level. If I cant use my gems I want my money back. Its theft. No one wants to play slot machines with no playback. Or atleast the gifts you promise. You can use your terms and conditions as an excuse. I have tried to get to the next tier. Im not gonna spend thousands of dollars to get comped what you already owe. This is crazy and a scam But the fact that Ive spent over 500 bucks, I cant even use my bull. This place just rips people off.

  Business Response

  Date: 05/23/2025

  Response to BBB:
  May 22, 2025
  ****** M. ******
  Information Specialist
  Better Business Bureau
  Re: *********** ******* Case #********

  Dear Ms. *******
  
  We appreciate the opportunity to respond to Mr. ******** concerns submitted via the Better Business Bureau, and we are sorry to hear about the recent frustration.
  
  While we did not receive any prior direct complaint from Mr. ******* regarding this issue before the BBB case was opened, our support team promptly contacted him to address the matter. We clarified the details of our VIP rewards program and ensured that he received the assistance needed.
  
  We would like to emphasize that it is entirely possible to reach the required VIP levels and use earned gems, to redeem complimentary hotel nights at ****************** through gameplay alone. Our free Invitational Tournaments are one example; which offer players the chance to earn up to ****** VIP points and even include a complimentary night, with no spending or VIP level requirement.
  
  Our VIP points and loyalty rewards program are designed to reward ongoing engagement, and the path to these rewards is clearly outlined within the apps VIP profile, FAQs, and Terms of Service.
  
  Actions Taken by Our Support Team:
  - We explained how the VIP system works and where to find related information in the app.
  - We confirmed that all in-app purchases were successfully delivered and guided Mr. ******* to contact ***** Support for any refund requests, as we do not manage payment processing.
  - As a gesture of goodwill, we credited his account with $99.99 worth of virtual coins.
  - We informed him of various ways to earn VIP points through free gameplay.
  - We highlighted our Invitational Tournaments, which offer free opportunities to earn significant VIP points and complimentary hotel stays.
  
  We would also like to clarify that in-app purchases are for virtual coins used within the game and VIP Points toward VIP level progression; they are not for hotel bookings. Complimentary room offers are loyalty-based benefits available at various VIP levels, which can be reached through gameplay and/or purchases.
  
  Additionally, Mr. ******* had previously redeemed a total of seven complimentary nights at **** ************** nights in July 2020 and four nights in August 2020which demonstrates his successful participation in our rewards program.
  
  Let me highlight some of our ToS Section 13 (**** Social Rewards):
  Accumulation criteria for VIP points and VIP Levels are subject to change without notice, and subject to our sole discretion. Your ability to redeem your Loyalty Rewards for certain goods and services or discounts may be determined by the VIP Level you have achieved or maintained in the immediately preceding 90 days in addition to any other Reward (e.g., how many gems you have). We may, at our sole discretion, change the manner in which you accumulate gems, VIP points, VIP Level thresholds and the associated Loyalty Rewards redemptions without notice.
  
  We trust this response clearly outlines our position and demonstrates the efforts made to resolve Mr. ******** concerns. We sincerely hope he will consider the matter settled.

  Sincerely

  K M ******* *****

  Technical Support Lead

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23302573
  
  I am rejecting this response because: As we really do appreciate their attempts to make it right. It was not what we are looking for.  I have spent quite a bit of money with this app. My Wife also has the app downloaded and we have spent money on that as well. 
  

  I just feel like with all the money spent. We should be able to reclaim our gems for the night hotel stays. Its real scamy they way we have more then enough Gens , but cannot use them at all??? 
  

  So all the gems that we have earned are now void pretty much. And this is due to the way the app is ran. So pretty much theyre rejecting our gems that we spent money for, To get a hotel room, But they are not allowing us to book a room. 
  

  If this isnt a scam, I dont know what it is. They shouldnt be allowed to do this to people. Theyre just trying to take hard earned  money and not give the rewards that people have earned.

   

  I guess theres nothing left to do but leave reviews pictures and let everybody know how the **** is just a money, grabbing beast..
  They probably already know 
  Sincerely,
  
  *********** *******

  Business Response

  Date: 05/30/2025

  Response to BBB:
  May 22, 2025
  ****** M. ******
  Information Specialist
  Better Business Bureau
  Re: *********** ******* Case #********
  
  Dear Ms. ********** style="box-sizing: inherit; color: rgb(209, 210, 211); font-family: *****-****, *****-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(26, 29, 33);">

  We are in receipt of Mr. ******** rebuttal to our prior response.
  

  Please allow us to clarify that the Wynn Slots application is a product of Wynn Social Gaming, LLC, an independent entity, and is not operated by ****************** or ****************. The App is a free-to-play, social casino game created solely for entertainment purposes. Purchases made within the App are entirely voluntary and are intended to enhance the gameplay experiencenot as a direct means of purchasing rewards or hotel stays.
  

  The Apps VIP program and associated Gems are part of our loyalty reward system. While players may become eligible to redeem certain rewards through continued participation, including complimentary hotel stays, redemption eligibility is governed by several factors, including reaching qualifying VIP levels. These criteria are clearly outlined in the in-game VIP Profile and the Apps publicly available Terms of Service, which state that all Rewards are discretionary, subject to availability, and may be changed or revoked at any time without prior notice.
  

  As noted previously, Mr. ******* currently does not meet the requirements to redeem Gems for complimentary hotel nights. Gems earned do not expire, and players may continue accumulating progress toward higher VIP levels. That said, the App will not be offering a refund or further compensation in this matter, as there was no error in functionality or policy.
  

  Thank you for your continued attention to this matter. We trust this provides further clarity regarding Mr. ******** concerns.
  
  Sincerely,
  
  K M ******* *****
  
  Technical Support Lead

• Initial Complaint

  Date:07/12/2024

  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 played the game stellar joker and it was winning every once in a while but then I noticed my balance didn't increase at all. In my transaction history it shows how many times I spun on the game and says I didn't win one time but if you click on the more details it actually shows the spins being spun and shows I infact did win. ******* is saying that they checked and there is no unpaid wins pending or anything. They said my beginning balance was my end balance. I've marked my beginning and ending balance in the picture.

  Business Response

  Date: 07/18/2024

  July 18, 2024
  
  ****************************
  Information Specialist
  BBB *********, ******
  
  Re:  *********************** case # ********
  
  Dear ****************:
  
  Please accept our sincerest apology for any frustration **************** has encountered while playing Stellar Joker.  WynnBETs Customer Support team has been in contact with **************** and the findings of the game provider have been provided to him.  ******* believes this issue has been resolved while in direct communication with ****************.
  
  Thank you again for notifying us of this concern.

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21978923
  
  I am rejecting this response because:
  How was it resolved? You tried to tell me I was wrong and I didn't win.
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/21/2024

  Received this email stating that they have not resolved the issue.

  Business Response

  Date: 08/09/2024

  August 9, 2024
  
  ****************************
  Information Specialist
  BBB *********, ******
  
  Re:  *********************** case # ********
  
  Dear ****************:
  
  Thank you for your recent correspondence. WynnBETs Customer Support team has been in direct contact with ****************.  An investigation was completed by the game provider and we have contacted the player to reiterate the findings. There will be no further action on this matter for the findings support that **************** was appropriately paid out.
  
  Thank you again for notifying us of this concern.

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I downloaded the Wynn Slots app in late December 2023, after visiting ********* and being told that playing in the app would help me receive comp stays at ******** hotels.In less than a month, I have already had 3 issues with them. In one case, they charged me TWICE the advertised rate for a coin purchase. In the other instances, they've made small unathorized charges to my credit card that were rejected because they couldn't provide an invoice for in-app purchases.Two weeks ago, I opened a ticket with the app's Help desk. No answer so far. At this point, I have submitted a request to close my account, as I am concerned they are thinly veiled scammers.

  Business Response

  Date: 01/25/2024

  January 25, ****
  ****************************
  Information Specialist
  Better Business Bureau
  Re: *****************************- Case # ********

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

  
  We appreciate you taking the time to bring ********************************* concerns with the Wynn Slots Application to our attention, and we sincerely regret any inconvenience the player may have experienced. The player initially reached out to us on January 2, ****, at 11:39 pm PT, reporting an issue where a purchase of $9.99 coin package was made but was charged $39.98 instead, and we responded promptly.

  
  Upon careful investigation, we observed a total pending charge of $39.98 on the player's credit card, corresponding to two separate transactions made on December 30, 2023, at 5:07 pm PT and December 31, 2023, at 12:41 pm PT, totaling $19.99 each. We understand the confusion caused by the aggregation of charges and potential delays in receipt processing by Apple store. To assist the player, we provided an Apple website link where the player could review in-app purchase history. Additionally, we advised to contact Apple for resolution as they manages in-app purchases.

  
  On January 22, ****, at 1:04 pm PT, ***************************** contacted us again, expressing wish to close the account and delete all the data. We responded within 15 minutes, providing a detailed data deletion process. However, despite our efforts, we have not received further communication from the player.

  
  In our commitment to a fair and proper resolution, we closed the player's account and deleted all the data as per the request. We want to emphasize that we exerted our utmost efforts to address the concerns comprehensively, leaving no stone unturned in the process.

  
  We sincerely hope that this matter will be considered resolved, and we remain dedicated to enhancing our services and addressing customer feedback to ensure a positive experience for all our players. Thank you for your understanding.

  
  Sincerely,
  K M *************************
  Technical Support Lead

  Customer Answer

  Date: 01/25/2024

   
  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.

  One comment:  I never got email from Wynn Slots regarding the resolution of the initial charge, nor for closing the account. I hope ********************** takes this feedback to heart and communicates more effectively in the future.
  
  In any case, I went to the app right now, and saw that the account has been closed. 
  
  Thank you BBB for being such an effective advocate!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/13/2023

  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 was a new member who signed up for promotion wager ****** and get ****** in free bets. I wagered and lost ****** but I did not receive the ****** in free bets. I was told that since I withdrew winnings that I was not eligible for the ****** in free bets. Although I withdrew funds I played and lost the entire ****** that I deposited.

  Business Response

  Date: 04/10/2023

  Please see attached response. 

   

• Initial Complaint

  Date:02/06/2023

  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 used this site and have spend well over ****. I have approximately **** bring held based on their claims Im using a minor bank account which is false since minors can not have bank accounts on their own until 18. I tried switching to my other account and they still refuse to give me my money back. I told them to just close my account and refund with no response other than we are reviewing. Do not use this sitethere are plenty others

  Business Response

  Date: 02/17/2023

  February 17, 2023
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: ***************************** Case# ********
  Dear ****************:
  Thank you for contacting us regarding *********************************** concern.
  
  I would like to express our deep regret for any frustrations ************** has encountered. Due to certain circumstances we need additional time for our WynnBet team to resolve this matter.
  
  ****************, thank you for bringing this matter to our attention, we are hopeful for a positive resolution.
  
  Sincerely,

  ***********************
  Customer Experience Manager

• Initial Complaint

  Date:10/19/2022

  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 recently downloaded and set-up an account with WynnBET: MI ******************** Having been drawn in by the promise ofBet $100 & Get $50 Free Bet + $50 Casino Bonus, I deposited $100 from my debit card on the app. I then investigated the promo closer and realized that to obtain any of my winnings from the $50 Casino Bonus, a play through of 10x or 25x would be required. Recognizing this was nowhere near feasible for me, I went to withdraw my $100 I had deposited. After a day, I noticed an email from the company that my withdraw had been canceled and my account suspended. After conversing with several employees, I was informed that my $100 deposit would stay with the company at least until I could provide a bank statement for the month of October. Because we are still in the throes of October, I am unable to supply such a statement. Not only that, but I am under the impression that even after obtaining said bank statement, I still may not be able to withdraw the money that I voluntarily deposited! My $100 deposit has essentially now become a loan to the company and is being held hostage. This is the only app I have ever heard of that keeps ones deposit, against their will. Unjust and unethical in every sense of the words.

  Business Response

  Date: 10/27/2022

  October 27, 2022
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: ********************* Case# ********
  Dear ****************:
  Thank you for contacting us regarding Mr. ********************* recent experience with ********
  
  I would like to express our deep regret for the frustration **************** encountered when withdrawing his deposit from the WynnBET Application. Our WynnBET leadership has since unsuspended his account as well as returned the deposit to the original card on file. Additionally, an email has been sent directly to the guest providing a follow-up and explanation of the reasoning for suspending his account.
  
  ****************, once again, we apologize for any frustrations this caused. Thank you for bringing this matter to our attention.  
  
  Sincerely,
  
  *********************
  Guest Relations

• Initial Complaint

  Date:09/20/2022

  Type:Billing 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.

  **** offers a bonus of 200 free spins in a casino game if you bet a certain amount in a week. I attained this last week. When I played the free spins each spin was saying I won at least $20. This would have been $****. The actual amount added to my account was $48. They tried to correct this and gave me additional spins- same thing happened again. I dont know how the game works or if it's rigged in anyway but it seems to me they should pay what the game was saying I won. If they don't think the entire amount should be paid they should at least make a free play of some sort that is a fair amount for this. When I lose the amount is always taken out correctly, I would expect that they pay when I win. Again if it's some kind of malfunction that wasn't told to me. Compensation should at least be equal to winnings even if it's in a sports free play. I chose billing adjustment as resolution but actually what I would like would be the **** the game said I won. If not I would accept a sports free play of at least half. Also **** acknowledged there game did say that I won that amount with each spin.

  Business Response

  Date: 10/05/2022

  October 5, 2022
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: *********************************** Case #: 90231089
  Dear ****************:
  Thank you for contacting us regarding *************************************** recent experience with ********
  
  I would like to express our deep regret for the frustration ************************ has encountered when using the WynnBET application. Please know his concerns have forwarded to the appropriate management team at WynnBET. They have been in direct contact with ************************ and will continue to update him as they actively seek a resolution.
  
  ****************, thank you for bringing this matter to our attention.  
  
  Sincerely,
  
  ***************************
  Guest Relations

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18115188
  
  I am rejecting this response because: This has been going on for weeks.  I have constantly been contacting **** and have received few responses.  They have said that they need a response from the game provider.  In my point of view I play the game on the **** site and they should stand by what their game said I won.  If they come up with a fair solution I will gladly accept their response and continue to use them.  Besides this incident I feel I had a good relationship with them.  In this case it feels like I was stolen from. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 10/12/2022

  October 12, 2022
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: *********************************** Case #: 90231089
  Dear ****************:
  Thank you for your patience while we worked to resolve Mr. *********** concern. Please know, we have reached a resolution with him directly that is amicable for both parties.  
   
  ****************, thank you again for bringing this matter to our attention.  
  
  Sincerely,
  
  *********************
  Guest Relations 
  
  

  Customer Answer

  Date: 10/13/2022

   
  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:07/20/2022

  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 with Wynnbet here in ******** on July 6th and deposited $30 from my ****** account. The following day, I deposited another $30 which I lost. Seeing that my ****** balance was low, I asked my mother if I could use her debit card to deposit $20 and I would later pay her back. I used her card, the deposit went through without a problem. After spending the $20, I recharged my ****** account and on July 9th, I deposited another $30 again with no issues. Then on July 13th I deposited yet another $30 using my ****** account, again without issue the deposit went through. After depositing, I went to play a slot and I get an error message stating that there is an issue with my account and to contact support which I did. Support said that they would send me an email when the appropriate team responded. I get an email stating to send in a picture of my driver's license and a picture of me holding my driver's license which I did. I was then sent an email stating that along with my ID and me hold said ID, that needed to include one of the following documents:
  * Quarterly Property Tax Statement (must be recent within two quarters)
  * Home/Auto/Health Insurance (where name is visible next to address)
  * Rental Lease Agreement (must be signed by landlord and tenant and notarized)
  * Recent Posted Mail from Government Agency
  * Voter Registration Card
  ** Recent Utility Bill
  * Bank Statement
  On July 18th I submit a letter that I just received from my credit union which includes my full name, address, and a date on the letter.
  I get an email response stating that I needed to send in a bank statement showing the deposit to Wynnbet. I reply stating that I used ****** to deposit and get a reply that they needed a screenshot of my ****** transaction and said that the $20 deposit from the 7th was my mom's debit card. I get a reply that they now need a signed letter from my mom, a picture of her ID. I just want the $30 I deposited refunded to my ****** account.
  

  Business Response

  Date: 08/20/2022

  Business Response /* (1000, 6, 2022/08/04) */
  August 4, 2022
  
  ****************
  Information Specialist
  Better Business Bureau
  
  Re: ************ - Case# ********
  Dear Ms. ******:
  Thank you for contacting us regarding Ms. ************'s concern.
  
  I would like to express our deep regret for the cumbersome process Ms. ******* encountered when trying to access her WynnBET account. Due to certain circumstances, our WynnBET team needed to verify the identification of Ms. ******* along with specific documentations. The WynnBET team has since received all the documentation needed to enable Ms. *******'s account again. Please be assured that we take these matters very seriously and all efforts are being made to ensure the challenges she experienced have been addressed.
  
  Ms. ******, thank you for bringing this matter to our attention.
  
  Sincerely,
  
  Lindsey M*****
  Guest Relations Manager
  
  
  Consumer Response /* (3000, 8, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My account is still locked and I am unable to log in.
  
  
  Business Response /* (4000, 11, 2022/08/18) */
  August 18, 2022
  
  ****************
  Information Specialist
  Better Business Bureau
  
  Re: ************ - Case# ********
  Dear Ms. ******:
  We are in receipt of your correspondence regarding Ms. ************'s rebuttal to our previous letter.
  
  After further review, we found that Ms. *******'s account is tied to multiple devices. When something like this occurs, all associated accounts are frozen and an investigation occurs in an effort to protect the security of the payment holder. During this investigation, we require documentation and payment methods used on the accounts. When reviewing the documentation Ms. ******* provided, we found that she was attempting to make transactions on a payment method not in the name on her account.
  
  Ms. ******* has been informed that the individual whose name was on the payment method needs to provide the documentation requested and any failure to comply will result in her account remaining blocked. At this time, Ms. ******* has stated the documentation required will not be provided; therefore, the account will remain blocked.
  
  Please let us know if there are any further questions regarding this matter.
  
  Sincerely,
  
  Lindsey M*****
  Guest Relations Manager