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:05/02/2025

  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.

  This is the 2nd time, that the betjack app provided the wrong scores to me while betting. I bet on Rebeka 1rst set to win, because the match was showing even while going up to 6-6 tied, and then the scoring froze. I then looked on a I sports and saw that the score was actually 6-1. It was never a close set. 6-6 was wrong.

  Business Response

  Date: 05/11/2025

  Please see the following response from our Cust Spt Mgr.

   

  Good
  afternoon, *******, 
  
  About
  the ****** ****** complaint - he was incorrect. He did write in to us - but he
  wasn't able to provide us with a screenshot showing the score was incorrect
  when he placed the wager. He provided us with a screenshot when the score was
  updating and the option to wager on the match was currently unavailable while
  the score was updating. Live scores do take a minute to update - and the app
  will grey the board out just like the screenshot he provided showed. 
  
  Thanks, 
  
  Grant ******
  BetJACK Ops, Cust Spt Mgr
  ** ************
  *********************************
  100 PUBLIC SQUARE, CLEVELAND, OH, 44113
  *************** 
  

  Customer Answer

  Date: 05/11/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  I watch the score from the beginning, all the way to 6-6. But when I looked at A I score, the set had ended at 6-2.... The problem isn't a lag in updates, it's that the score I had been watching was wrong. The 1rst set froze at 6-6, but I watch it from the beginning, and bet at around 6-4. But the match in actuality never even went that far .... This is the 2nd time this has happened and my 2 nd complaint with the BBB. The 1rst complaint was admitted by customer service to be a glitch in the software, so I'm guessing this is still an issue with the "app", or however things work.... I just want a fair gaming experience, that's all. This wasn't fair play 
  
  
  
  
  
   

  Business Response

  Date: 05/19/2025

  Dear Ms. Neal,

   

  I have tried to contact Mr. ****** and find the phone number is not in service. Mr. ****** must deal with the issue in real time. I am asking for him to contact our Sportsbook operation or stop into the Casino as his to prove his bet and snapshot.

  We have responded with "he is not allowing the bet to fully show/develop"  and dealing with the aftermath of his claim is impossible.

  We thank you and will await his contact.

   

  Sincerely,

   

  ******* Groff 

  Risk Manager 

  JACK Cleveland Casino

  *** *** ****

   

• Initial Complaint

  Date:04/22/2025

  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.

  The customer service rep on the bet Jack casino app kept making up different excuses to why my $50 withdrawal has not been processed. I would like my money today.

  Business Response

  Date: 04/23/2025

  Please see the response below from our Director of Payment and Fraud. Please let me know if you have any further questions. I tried to contact the guest, however the phone number is incomplete.

  ******* ***** ARM

   

  : “The customer requested
  a $50 withdrawal on April 21st, 2025.  The transaction was
  processed on the 22nd of April, 2025 and refunded to the same
  account/card that was used by the customer to make a deposit (please see the
  receipt enclosed). In accordance with betJACK’s terms and conditions, such
  refunds may take 3-5 days to process by the card processor and/or issuing bank.
  The customer was informed of this process via communications with the betJACK
  customer support team on April 22nd, 2025 (please see enclosed).”
  
  Please let me know should any
  further clarification is required.
  
  Thank you,
  
  Best regards,
  
  Olga *******
  Dir Payments & Fraud
  D: ************
  Olga*****************************
  100 PUBLIC SQUARE, CLEVELAND, OH, 44113
  *************** 
  **************

   

• Initial Complaint

  Date:03/04/2023

  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.

  Jack casino is discriminating against lower level players that have the right to play and earn free parking. I visited today and was denied entry due to only being a J member which I am over 50 and able to play and earn free parking. A man standing in the side of the road asked to see my drivers license to enter the parking lot. When I asked for verification the drivers license. Is required he wasn’t able to provide any and advise me to move down the road nor would he provide his name because I may be able to look him up online. I have not found anything on the website requiring me to show drivers license to enter a parking lot anywhere. This is discrimination and if I am able to play and earn free parking not should I be denied entry, I am seeking this issue to be resolved or I will contact legal actionl.

  Business Response

  Date: 03/06/2023

  I did contact MS. ******** on March 6th, 2023 to discuss the event she encountered  over the weekend Saturday March 4th, 2023. Our parking garage is restricted on various days and times due to capacity of parking in our garage. Player levels and identification is used to verify the use of the garage.  We always post signs outside the entrances  and our electronic sigh outside the entrances of the building upon these situations. She asked why can we update our website as restricted parking, the answer is, parking changes every 15 minutes so the website update would not be helpful.  To provide a remedy for her, I provide her with the Valet Shift Phone number so she can call to see if parking will be available.

   

  Sincerely, 

   

  Delbert G**** ARM

• Initial Complaint

  Date:11/24/2022

  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.

  My wife and I were invited to a Cleveland Monsters game in downtown Cleveland on Wednesday, 11/9. Being 70 years old, with limited accessibility, we needed a parking facility near the arena. We therefore got into a line of cars going in to the Jack Casino - South garage, which is located right next to the arena. We were advised by friends that parking in that area would be $20. There was no parking rate sign out front of the garage, but when we finally got to the ticket booth, there was a sign stating the exorbitant “Special Event” parking rate was $60. Unable to turn around at that point, we had to take a ticket and enter, but immediately went to the exit booth, only to find it was un-manned and therefore had to pay the $60. We contacted the Jack Casino Parking Services department the next day to seek a refund, to no resolution. We are therefore seeking the refund here, as the parking garage should have to display (exorbitant) parking rates BEFORE cars get to the ticket booth, especially when there are special events going on and there is no way to leave without paying.

  Business Response

  Date: 11/28/2022

  Hey ***,

   

  This came to me as a case from ***********.  Once I received this complaint, I did follow up with ***** stating that we had a Monsters hockey game that night and the sign was posted (where they always are) since he said that an event at Rocket Mortgage Fieldhouse shouldn’t count because they happen so often.  It seems as though he just wasn’t paying attention when he was on the street waiting to turn into the parking garage.  We also can’t help that his ‘friends’ told him parking around the arena would only be $20.  My exact response to him is below:

   

  Hi *****,

   

  Thank you for reaching out regarding your recent visit with us.  Please know that the special event rate of $60 was in fact for the Monster’s hockey game, due to our close proximity to Rocket Mortgage Fieldhouse, Progressive Field and lots of bars/restaurants & downtown offices, we do charge for parking unless you play and earn a parking validation inside the casino.  Our main goal is to ensure we have enough parking spaces for our casino patrons and if we do not change to special event rates, our garage would constantly be at capacity leaving no space for guests who wish to game with us. 

   

  Please let me know if you have any questions.

   

  Thank you,

   

   

  MICHAEL K********* OPERATIONS MANAGER

  Business Response

  Date: 12/06/2022

  We have always had at least 2 signs in place indicating the cost of parking.

   

  ***BERT G**** RISK AND SAFETY MANAGER D: 216-297-4827 ************@JACKENTERTAINMENT.COM 100 PUBLIC SQUARE, CLEVELAND, OH, 44113 WWW.JACKENTERTAINMENT.COM

  Customer Answer

  Date: 12/06/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  On the night in question, there was only one sign visible to the customer, and that sign was NOT out front but instead inside right next to the ticket machine.  I suspect the business realized this, and had someone pull the sign outside in order to take the picture(s) they provided.  I can't believe this business is so money-hungry, that they have to manipulate signage to save $40.  Disgraceful !

  I did not expect such action by what I thought was a reputable business, and only wish I had taken my own photo of the signage to catch them in their lie.

  
  
  
  Regards,
  
  
  
  ***** *******