Complaints

This profile includes complaints for Penn Entertainment, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Penn Entertainment, Inc.

  825 Berkshire Blvd Ste 200 Wyomissing, PA 19610-1247

• 

  Penn Entertainment, Inc.

  301 Washington St Plainville, MA 02762-1314

• 

  Penn Entertainment, Inc.

  825 Berkshire Blvd Wyomissing, PA 19610-1247

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:05/28/2025

  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.

  Today playing Hollywood casinos fanatics casino app I had won money and was attempting to cash out the original card I put money on with would not accept withdrawals I simply asked customer service if they could add my debit card because I couldnt and needed that 32$ for gas money and explained n expressed my situation so how do they fix it they fix it by putting my account on a suspensions witch means I cant even do anything to get that money I want my money and tbh I should get paid for wasting my time with this where in the h*** did they think it was okay to do that when attempting to get MY money

  Customer Answer

  Date: 06/03/2025

  you can close this issue as i was able to collect it once i filed a dispute which is ridiculous but its figured out 

• Initial Complaint

  Date:05/22/2025

  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.

  I received an email for a promotional wager on the ******** app. I opted in and placed the bet as per the instructions. After the bet was placed and settled as a loss I was told by support that I was not eligible for the promotion - a classic bait-and-switch. The promotion was the following:Sunday Night Baseball is on **** tonight! Get the inside scoop on our *** offer and see how you can score up to a $25 Bonus Bet, now. Here's how it works: Login to your **** BET account and opt-in to our Home Run Party located on the Promos ********** a $25+ cash wager on one (1) Player Total Home Runs Hit (Over 0.5) OR Player Total Home Runs Hit (1+) market using the ******************* vs. ************** *** game on **** prior to 7 PM ET first pitch. Whether your bet settles as a WIN or LOSS, get a $5 Bonus Bet for every home run hit by either team in tonight's game on ****, for a maximum of $25 back in a Bonus Bet!Only the first wager placed, after opt-in, on 5/4/25 prior to 7 PM ET will count. Limit of one (1) Offer per player. Bonus Bet restricted to any *** markets available. To learn more about Bonus Bets, click here.

  Business Response

  Date: 06/09/2025

  The promotion the patron is referencing is the Home Run Party promotion. The patron was eligible and successfully opted into the promotion. During the promotional period, **** BETs Risk and Trading Team flagged the patron's account for potential Bonus Abuse. Following investigation, they were added to the promo deny list. As a result, the credit was not automatically applied to the account. On May 29, 2025, the patron was awarded a $15 Bonus Bets in accordance with the promotion, as they were not on the list at the time they opted into the promotion.

  In relation to availability and offers of bonuses, **** BET's Terms and Conditions states:
  
  "(p) PSI may, at its sole discretion and without any requirement to give reasons, exclude any customer from the Service, in whole or in part, generally or from receiving selected promotions (e.g., guaranteed best price; eligible cashback; bonus bets; bonus spins; enhanced prices; and money-back specials) and any other promotions and offers introduced by it from time to time."
  

  Customer Answer

  Date: 06/10/2025

  
  

• Initial Complaint

  Date:05/16/2025

  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.

  casino-entertainment company refuses to release me my W2G and wins&losses forms for year 2023 *** needs these forms before 06/01/2025 .

  Business Response

  Date: 05/23/2025

  Penn Interactive has completed a review of the complainants account. Investigation revealed that the patron did not have any W2G wins for 2023, therefore, they will not be sent any W2G forms.

  The patron was sent their win/loss statement for 2023 on March 27, 2025. 

• Initial Complaint

  Date:05/09/2025

  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.

  ******** had sent an email stating that my account had made a withdraw purchase. However never signed up for an account with ********. My account was made fraudulently. Penn Entertainment oversees **** Bet and was not able to help me delete the account with my information.

  Business Response

  Date: 05/28/2025

  On May 9, 2025, the patron contacted Customer Support and stated that they believed their email was being used for an account that did not belong to them. The account was immediately suspended due to the unauthorized usage claims and investigated by the Fraud Team. 
  
  On May 20, 2025, after the conclusion of the investigation, the patron was informed that Penn Interactive takes the security of our players' data seriously, and so we have closed the account for security purposes. If the patron believes they are a potential victim of identity theft, we recommend that they take all necessary precautions to safeguard their personal data and monitor for any further unauthorized activity.

• Initial Complaint

  Date:05/06/2025

  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 won a substantial amount of money fair and square on HollywoodCasino.com and it has become evident they are trying to s**** patrons out of withdrawals. They request endless amounts of documents such as bank statements but always come up with a BS excuse on why they can't accept it. I provided as much proof as one can possibly provide that I am the owner of the account and the two transactions in question are located on the statement. It does not matter. They have no issue taking your money before verifying your debit card which is the interesting part. I have played at EVERY other PA online casino and have withdrawn from every single one of them with the same credentials. The only establishment that played games with me is ********/Hollywood. I have filed complaints with the ** and PA Gaming ************* and they are conducting their investigations. However, I am writing this review so that other potential players will not deposit here and lose their money. This establishment needs to be outed as a scam.

  Business Response

  Date: 05/20/2025

  On April 15, 2025, the patron was contacted by Customer Support informing them that additional information would be required in order to process their withdrawal request. Additional information is requested from patrons to complete withdrawals in order to preserve the security and safety of the account and funds. This process is outlined in **** BET's Terms and Conditions.
  
  As of May 20, 2025, the patron has yet to provide the requested information. The bank statement they provided did not include an **** BET transaction from when their card was used to deposit, which was requested by Customer Support. On May 15, 2025, the Payments Team reached out to the patron informing them again of what information is needed in order to successfully process the withdrawal. 

  Once the appropriate documentation is received, the patron's withdrawal request will be processed.

• Initial Complaint

  Date:04/28/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 27th and March 28th, 2025, I ordered items with my player's card from the Penn Marketplace operated by Penn Entertainment. 6 of the items that were purchased had funds deducted from my players rewards card balance, and were not honored/delivered. These items were 5 **** physical gift cards for 200 dollars each that were to be delivered to my address, and 1 Dominos E-gift card for 15 dollars. The total value of the items that were ordered and not honored was 1015 dollars. Penn Entertainment gave inconsistent stories as to who should handle the matter, and someone reached out from Penn Entertainment claiming that I should contact my VIP host. I did not have a VIP host during a one to two month period in which the items were ordered, thus this was not possible. Penn Entertainment closed my account several days after the items were ordered and refuses to honor the order or provide a substitute. I would like either physical **** gift cards once they are restocked or a substitute of physical MasterCard gift cards, or physical Texas Roadhouse gift cards which are offered in the store. Also possibly of relevance is Penn Entertainment/Penn Interactive falsely claimed I self excluded myself four times the dates were 5/14/2021 7/14/2023 4/1/2025 and 4/3/2025. The value of the gift cards in dispute, and which I am owed, is 1015 dollars. I received a phone call from the marketing director at ********** of which I still have the voicemail claiming the gift cards would not be honored. Given the items were ordered days in advance of Penn Entertainment closing my account, the items should be honored and delivered to my address.The gift card order numbers not honored from 3/27/2025 and 3/28/2025 were PENN-*************** PENN-*************** PENN-*************** PENN-************** PENN-*************** PENN-**************

  Customer Answer

  Date: 05/28/2025

  The business notified the attorney general that I will receive 1015 dollars as compensation for the gift cards which I did not receive.  I consider this an acceptable resolution for the gift cards which I did not receive as long as I receive the check.

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Over 15 visits since 2018, since September 2024, 8 visits , and a return to player under 5% with over $15,000 wagered and lost in less than 4 total hours betting $5 to $15 a spin on numerous games from buffalo link, dragon link , ***** ****** , and dollar storm. Lifetime *** under 5% , when state minimum is 85%.

• Initial Complaint

  Date:04/24/2025

  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.

  My account was closed with no explanation and they won't unlock it. ive been nothing but respectful and they've been extremely rude throughout this whole process, if I did something wrong they should've warned me since I was a new player but they handed my account a lifetime ban

  Business Response

  Date: 05/12/2025

  Penn Interactive has completed a review of the complainants account. An overview of the investigation is below. 
  
  On August 17, 2023, the patron made a Responsible Gaming comment in a chat with Customer Support. **** BET takes responsible gaming concerns seriously, and as a result. the account was closed. As the nature of the account suspension was due to responsible gaming concerns, the account will not be unlocked.

• Initial Complaint

  Date:04/16/2025

  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.

  My phone was stolen and my online Hollywood casino account was accessed with my card information on file with the casino as well as my debit account information being saved on my phone. The perpetrator deposited over 900$ into the gambling site and I have contacted my bank and filed a dispute and notified Hollywood casino online and closed my account.

  Customer Answer

  Date: 04/23/2025

  Hello the business has resolved this issue with my bank thank you. 

• Initial Complaint

  Date:04/14/2025

  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.

  They suspended my account for withdrawing funds and they said I did not wager at all. When I did wager so I need help getting my account not suspended and my money back. Its been since Thursday they have been reviewing my account and I need my funds back.

  Business Response

  Date: 04/21/2025

  On April 3, 2025, the patron's account was suspended for Suspicious Activity. The account was flagged for large deposits followed by withdrawals with little to no gameplay in between. This is a violation of ********'s Terms and Conditions, which state:
  
  "(b) *** reserves the right to suspend or terminate any Account it believes to be involved in fraud, money laundering and/or any other form of illegal or suspicious activities and to report such details as it reasonably considers are necessary to relevant authorities."
  
  On April 3, 2025, the patron provided information required to reinstate their account and acknowledged **** BETs Terms and Conditions. Following review, the account was reinstated.
  
  On April 10, 2025, the patron's account was again suspended for Suspicious Activity due to large deposits followed by withdrawals with little to no gameplay in between. The account was again reviewed by **** BETs Risk Team. On April 16, 2025 the Suspicious Activity lock was removed from the patrons account.
  
  However, on April 14, 2025, while the patron's account was suspended for Suspicious Activity, the patron made concerning comments during communications with Customer Support. Responsible ********************** concerns are taken very seriously, and as a result, a Responsible Gaming suspension was also placed on the patrons account. At time of writing, the patron's account is still suspended and is being reviewed by **** BETs Responsible Gaming Team.

  Customer Answer

  Date: 04/22/2025

  I submitted to you guys the pictures that they said it did not matter if I did large deposit and gambled a little bit of money at a time. They told me that as long as I gambled some money when I deposited I was fine to withdraw. They also did not inform me that was the exact reason why they suspended my account. They have been holding $2012 that I have in the account. I did deposit the $2000 and won the $12. 

  Customer Answer

  Date: 04/25/2025

  
  
   Complaint: 23200554
  
  I am rejecting this response because:I submitted to you guys the pictures that they said it did not matter if I did large deposit and gambled a little bit of money at a time. They told me that as long as I gambled some money when I deposited I was fine to withdraw. They also did not inform me that was the exact reason why they suspended my account. They have been holding $2012 that I have in the account. I did deposit the $2000 and won the $12. 
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/05/2025

  Review of the account has revealed that the funds in question, $2012.00, have been successfully withdrawn and remitted to the patron. An additional withdrawal was successfully processed on the account on May 2, 2025. The account is currently active. with the last login occurring on May 2, 2025. No additional actions are required.