Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/30/2024

  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 was at the Saratoga Race Track on Saturday 7/27/24 to watch and bet on the horse races. I deposited $200 expecting $200 in bonus bets but did not get them. I read the fine print and you have to deposit $200 twice to get the bonus bets. I did. I bet all of the races and ended up with $320.75 at the end of the day. But I can't seem to get it back. Depositing was seamless but now getting my $ is proving difficult. This was a one-time trip, at least for this year. I want to withdraw MY money.

  Business Response

  Date: 08/30/2024

  “To Whom It May Concern:This is to address ******* *****’
  complaint on July 31, 2024, regarding deposit credit; complaint ID ********.
  ******* ***** opened his NYRA Bets account on July 27, 2024, and made an
  initial credit card deposit of $200 during our Deposit Match Promotion. Mr.
  ***** also made a second separate credit card deposit of $200 on the same day,
  resulting in a credit of $400.  Mr. ***** wagered $557 and had net
  winnings of $120.75 on July 27, 2024. On July 28, 2024, Mr. ***** was credited
  with $200 and had a balance totaling $320.75.Our posted rules for the Deposit Match
  Promotion stated the following:“to
  earn the bonus, a customer must sign up for a NYRA Bets account using promo
  code SPA250. The first deposit amount a new customer makes, within the first 30
  days (promotional period) of creating the new NYRA Bets account, applies to
  this promotion. Once the first deposit is funded, the account holder has the
  remainder of the 30-day promotional period to bet twice (2x) the initial
  deposit amount. Once the account holder reaches this threshold the credit
  will be deposited into the account within 48 hours as a non-withdrawable
  wagering credit.”The Deposit Match
  Promotion rules did not require
  deposits to be made twice to get the promotion as Mr. ***** indicated. It only
  required a bet of twice (2X) the amount of an initial deposit be
  made.  Mr. ***** wagered 2X his initial deposit of $200 and we credited
  his account $200 per the promotion. Accordingly, Mr. ***** had a withdrawal
  balance is $120.75 and a non-withdrawable wagering credit of $200 (for wagering
  twice the amount of his initial deposit). Note that the promotion clearly
  states that the credited amount is a non-withdrawable wagering credit.Despite
  the rules specifically stating the credit is non-withdrawable, Mr. ***** issued
  a formal complaint indicating a desire to withdraw ALL of his money. In
  acknowledging that Mr. ***** may have misunderstood the rules, NYRA Bets’
  customer service team issued Mr. ***** a one-time courtesy withdrawal of his
  entire account balance of $320.75.Please
  feel free to reach out if you have any questions. Sincerely, Melanie S*** *****

  Customer Answer

  Date: 09/03/2024

  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. 
  
  
  
  Regards,
  
  
  
  ******* *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/20/2024

  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 purchased 3 clubhouse seats for Saturday July 20th section L row J seats 9,10,11. I had to pay cash for the seats due to their computers not working . People were sitting in my assigned seats , & when we asked them to leave they wouldn’t & argued with us. I went to make complaint about it , James F***** from ticket dept asked if I paid by credit card , I said no I had to pay cash for them due to computer glitch. Advised from James F***** that he couldn’t refund my money because I paid cash ! This is unacceptable if you’re willing to sell seats then make sure everyone else has paid for the seats!

  Business Response

  Date: 08/16/2024

  I spoke with ****** ****** on July 31 after receipt of her complaint. We agreed to provide complimentary accommodations for a subsequent visit planned for late August. I was unable to attached the full email thread due to the file type but I provided a screenshot of our email exchange confirming fulfillment of these future accommodations. We look forward to welcoming ****** and her guests back to Saratoga Race Course and delivering a better experience.