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.

  825 Berkshire Blvd Wyomissing, PA 19610-1247

• 

  Penn Entertainment, Inc.

  301 Washington St Plainville, MA 02762-1314

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:09/13/2023

  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.

  On 9/11 I had several issues w Barstool declining my deposit transactions. I contacted them several times told to contact my provider. However, I was able to deposit on other platforms. Keep in mind I have multiple accounts that I tried to use all which have funds. 9/12 same issue, I than used the online banking to place several deposits immediately my account was suspended. I again, contacted Barstool was told I would receive an email with details. Never received. Contacted today 9/13 told to contact my bank provider as my account was flagged for a chargeback/dispute. Contacted my bank provider they have no records for any charge back or dispute. I than contacted Barstool again asking can this be escalated as this clearly is an issue or their end. I was told there is no issue to escalate contact my provider. If I am the customer and telling them I can provide proof from my provider that there is no charge back or dispute why wouldn't this be escalated. The reps are so quick to cut you off and not take any concerns seriously. The reps refuse to allow you to speak to a higher authority as they claim to be capable of assisting though here we are account suspended for a chargeback that was never initiated by bank provider or myself.

  Business Response

  Date: 10/10/2023

  Penn Interactive has completed a review of the complainant’s accounts and transactions in question. An overview of the investigation is below.
  
  On September 12, 2023 the patron’s account was locked following the receival of a notification from one of our payment providers, *******, of a ‘Stop Payment’ on the patron’s account. Penn Sports Interactive corresponded with ******* and was informed on September 18, 2023 that the 'Stop Payment' notification was inaccurate. The patron’s account was immediately unlocked on September 18, 2023 following this confirmation from *******.  
  
  The account is currently active, and the patron has successfully processed withdrawals from their account. 
  
  Thank you,

• Initial Complaint

  Date:09/12/2023

  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.

  On September 9th I placed a parlay bet and won 447.51. My ****** account is typically how I make my withdrawals and deposits. I made a deposit of 10.00 so that I would be able to use it as a method of withdrawal because for some reason it was removed. This brought my total account balance to 457.52. I placed a withdrawal request but for some reason it failed but the money was not returned to my account. I've reached out to customer service multiple times and have gotten little to no help. Everyone says look out for an email but it's been 4 days and I've heard back. I just want the money I'm owed it should never be this difficult.

  Business Response

  Date: 10/10/2023

  Good afternoon,

  Penn Sports Interactive has completed a review of the complainant’s accounts and transactions in question. An overview of the investigation is below.
  
  On September 9, 2023, the patron requested a withdrawal to their ****** account, but the withdrawal failed. The patron contacted customer support and was informed that the failed withdrawal would be escalated to our payments team and that the patron would receive an update via email. 
  
  On September 13, 2023, the withdrawal was completed successfully following the review by the payments team. The patron is in receipt of their funds and the account remains active.
  
  Thank you,

• Initial Complaint

  Date:08/20/2023

  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.

  I had an account with Barstool Sports Sportsbook and Casino for over 2 years. On 7/18/23, I tried logging in and received a message saying my account is suspended and to contact customer support. It gave no information about why it was suspended. I have money in that account I am not able to access or withdrawal, and it is linked to my bank account. Since that date, I have done several chats, called over 10 times have a trail of emails to their customer service, and they keep telling me its being investigated by their team, but will provide me with no other answers.

  Business Response

  Date: 09/08/2023

  Penn Interactive has completed a review of the complainants accounts and transactions in question. An overview of the investigation is below.
  
  On 7/18/2023, *********************** contacted customer support to inquire about the reason for their account being locked. The patron was informed in this conversation that the issue was being escalated internally. In further conversations with support on 7/24/2023 and 8/18/2023 the patron was informed that the review was still in progress. 
  
  On 9/5/2023, our team was able to complete the review and unlock the account. The account is now active. 

• Initial Complaint

  Date:08/18/2023

  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.

  Obviously I was not in the right frame of mind I was out of work to to a surgery and played barstools Sportsbook and casino. This happened over a 3 month period during recovery and I was locked in a brace not allowed to do anything. While in the game dancing drums the coins would fill up ready to bust then give you an era message kick you out then you go back in and coins are empty. I kept emailing customer service about this wanting a refund for technical errors in the game as it would happen 9 times out of 10 no one would reply to my emails or calls for 2 months I even ask who my vip rep was no one answered. When I finally got a hold of someone recently they said they were going to escalate it to the top they refunded me 50.00 I had also won 1699.00 which I was having a problem getting due to it being nearly impossible to upload my ID I had tried over 30 times adding to my stress and health. So I left the Rep a message via phone explaining the error messsges and the problem getting g money as well as I emailed him examples of all the error messages. His only response was so told my team to send you the link yo upload your docs to get your miney. I emailed back what about all the error messages he said I do not know anything about the error messsges. (they were included in the email as well as the phone conversation) meaning he did not really listen to messsge or read email and my previous complaint did not go to the top. I have since reported it to the game commission and my vip reo said his team was looking into my account fir further refunds yet when I continue to ask what he has found there is no reply this has ruined my life I am going to lose my house and I have other health problems such as ADD and bipolar disorder I have send numerous emails and have called just as many times this is not right if there is a glitch in a game you should get a refund and to top it off no one answers if you need any documentation I have it.

  Business Response

  Date: 09/07/2023

  Penn Interactive has completed a review of the complainants accounts and transactions in question. An overview of the investigation is below.

  The Patron has contacted Customer Support on numerous occasions, in relation to an issue with one of Barstool Sportsbook and Casinos games, ******* *****.
  
  In communications with Customer Support,the Patron was provided technical troubleshooting information in attempts to rectify the issue. The Patron stated that these steps did not remediate the issue. Barstool Sportsbook and Casino investigated but did not discover any technical issues with the game. It was also communicated to the Patron that the visuals of the drums filling up do not impact gameplay.
  
  The Patron was awarded $300.00 in cashback credits, despite no technical error with the referenced game being discovered. On August 16, 2023, this account has been closed, and there is no balance on the account.

• Initial Complaint

  Date:08/17/2023

  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’m writing because I recently put in a request to withdraw 1,000 from playing on Hollywood Casino online and when I submitted my withdrawal request on August 13, 2023 they sent me a email explaining that they needed proof of payment for 9 debit cards and 1 bank account. Which I thought was kinda odd being that I have made multiple withdrawals on their site before and they had never asked me for any of those things before they simply just paid me my money so when they asked me for those documents this time I couldn’t understand why they would want them now and not when I made my first withdrawal or when I deposited money into my account but no they never asked me for any proof of payment they just toolk my money and didn’t care about account ownership once so ever . So with that being said I went through my debit cards and looked for the ones they were asking for and also keep in mind you are only allowed to have 3 debit cards saved to your online account so why they were asking for 9 debit cards I don’t understand why yes over the 2 to 3 years that I have been playing on Hollywood Casino I may have added debit cards and then deleted them when I no longer had the account or if the card was prepaid or if I just no longer had that card anymore. So I went through my cards and I uploaded all except 3 of which I no longer have do to they were prepaid cards and I cut them up and threw them away. And as far as my bank account statement it is an online bank and I can only screenshot my account statement and email it to them in which I did and they tell me that they don’t except screenshots well I don’t have a printer so that is the only way I can provide it to them . So all I’m asking for is to give me my money that is rightfully mine and that would be it or my next step is to contact the Pennsylvania gaming board because I don’t know what else to do. If they would at least work with you but they don’t even want to do that . So please just give me my 1,000 ?

  Business Response

  Date: 09/05/2023

  Penn Interactive has completed a review of the complainants accounts and transactions in question. An overview of the investigation is below.
  
  On 08/13/2023 ******************************* requested a withdrawal from their account. Documentation verifying the patron's identity was requested from the patron in order to complete the withdrawal. Following this request, the patron provided documentation for particular payment methods, but not all. Specifically, verification documentation for one bank account and three payment cards are all still outstanding. The payment methods for which documentation was requested were utilized by the patron as recently as June of 2023. 
  
  The withdrawal in question was processed after the patron was able to provide identification. Communications were provided to the patron explaining that future withdrawal methods will require verification.  The patron is currently in receipt of their funds. 

  Thank you,

• Initial Complaint

  Date:08/17/2023

  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.

  Barstool sportbook and its affiliates have purposely delayed withdrawls on consumers funds primarily when they win. Barstool clear doesnt have a problem taking money out of consumers account immediately when they deposit but every single time they win they delay depositing our winnings. Its illegal, and if you have the means to withdrawl our money immediately, you have the means to deposit immediately. The other thing I have noticed is this only occurs when the deposit is over a certain threshold. I will be filing a complaint with every outfit available to me and I will take any legal action also available to me. Being that chatting with your support team generates the same bs response Everytime.

  Business Response

  Date: 09/06/2023

  Penn Interactive has completed a review of the complainants accounts and transactions in question. An overview of the investigation is below.

  On August 17, 2023, the patron reached out to Customer Support to obtain a status update for the withdrawal requests made on their account on August 16, 2023. The Customer Support representative advised that withdrawals may take up to seventy-two (72) hours to process and that the patron should follow up with Customer Support if the withdrawal is still in pendingstatus after twenty-four (24) hours of making the initial request. PSI confirmed that all withdrawals requested by the patron on August 16, 2023 were processed by the end of day on August 17, 2023, resulting in an account balance of $0.00.

  On August 21, 2023 the patron deposited, and subsequently wagered,$100.00 in account funds. Currently, the patrons account is active with an account balance of $0.00. 

  Thank you,

• Initial Complaint

  Date:08/16/2023

  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 had my account with the barstool sportsbook owned by penn national gaming suspended for no reason. They requested that I submit a picture of myself holding my driver's license and a screenshot of a bank statement with my address on it. I submitted these documents on the link they sent. A week went by with no updates and I contacted support a few times each time being told their internal team is reviewing. After 2 weeks and another support request they request a picture of the front and back of my driver's license which I submitted. Several more days with no response went by and I contacted support several more times each time being told that my account is under review with no timeline or updates. Throughout this entire process I was never told why my account was suspended, I only bet small amount and only have about $250 in my account. At this point I am not confident that I will regain access to my account and they are holding my funds. I have no other path to regaining access to my account as I have complied with all of their requests so far.

  Customer Answer

  Date: 08/24/2023

  the company has lifted the suspension. this claim can be closed. thank you

• Initial Complaint

  Date:08/12/2023

  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.

  I sent in a "Pay By Mail" ticket for approximately $68 on 7/31/23. It was for sports betting winnings. It clearly said on the ticket "allow 10 days for processing."I called Penn National on 8/12/23 to try and get a status update on my ticket. I spoke to *****. He told me it would take THREE MONTHS to receive my payment. I asked him why. He said "the mail is slow," and went on to explain their process. I told him it clearly stated on the ticket that it said "allow 10 days for processing." He admitted that was not accurate. It is my understanding that even online casinos pay in 1-2 days. When I had a winning ticket for $95 in *******, I received my payment my mail in less than two weeks.Had I known the information on the ticket was not accurate, I would have made other arrangements. Waiting 90 days for a $68 payment is absurd. I would love for Penn National to justify how 90 days to pay out via mail is good customer service. It's ridiculous.

  Customer Answer

  Date: 08/23/2023

  Business has responded and I'm waiting for my check.  It should be here soon (I hope.)

• Initial Complaint

  Date:08/12/2023

  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 bank account would not work with hollywood casino online although it had worked a million times before for withdrawls n deposits regardless this time it wouldn't let me cash out I continued to email them for days n days I have proof no response finally someone did after like 8 days or so and said I had to take a different option so I chose the check...it said it was approved and sent out as u can see I was finally able to contact someone on Facebook that was somewhat helpful since they never respond to emails... I was to wait til August 4th or 5th it's now the 12th and still no check there now saying I can show in fb messages that there was a problem with the banking that day and they don't know when I will recieve my money it's ridiculous they can't give me an email or a number to call I was to get two checks one for 100 n one for 600 I want my money they had no problem taking my money they said its ***** ***** there banking issue...can u please assist

  Business Response

  Date: 08/24/2023

  On July 17, 2023,  Patron ******** made two withdrawal requests, totalling $700.77. The two withdrawal checks were sent to Patron ********* residence.
  
  After the patron indicated that they had not received either check, an investigation into the status of the checks was completed. On August 15, 2023, both checks were cancelled, as they had never been cashed. Patron *********** was informed that the uncashed checks were cancelled, and the funds returned to their Hollywood Casino account.
  
  On August 16, 2023, Patron ******** requested a withdrawal via check again. This check may take up to 14 days to be received by the Patron.

  Customer Answer

  Date: 09/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  I FINALLY RECIEVED MY CHECK
  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,
  
  *******************************
  

  Customer Answer

  Date: 10/06/2023

  I'm now having more issues with my bank are u able to contact me 

• Initial Complaint

  Date:08/06/2023

  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.

  Barstool Sportsbook suspended my account when I have $440 in my account. When they completely redid their platform, they had an issue with passwords and my account was affected. Therefore, when I tried to login it said my password was incorrect. So I changed my password and next thing I know my account is suspended. I did nothing wrong. I broke no laws or rules with them. If anything, it was their fault for the mistakes in the new platform update. However, it has now been 2 months and they are still reviewing it. I've had other people this has happened to and it has taken almost a year sometimes. This is not ethical. Whenever I contact them, they say they are reviewing it. Its not fair. I am entitled to my money in my account. 

  Business Response

  Date: 08/30/2023

  Good morning,

  **** Interactive has completed a review of the complainants accounts and transactions in question. An overview of the investigation is below.
  
  Following migration of accounts to a new platform, an inadvertent lock was placed on the account that needed manual review in order to be removed. The manual review was completed, and all locks have been removed from the Patrons account as of 8/10/2023. A withdrawal has been processed as of 8/15/2023. No documents are outstanding from the Patron. 

  Thank you,

  Business Response

  Date: 08/30/2023

  Good afternoon,

  Penn Interactive has completed a review of the complainants accounts and transactions in question. An overview of the investigation is below.
  
  Following migration of accounts to a new platform, an inadvertent lock was placed on the account that needed manual review in order to be removed. The manual review was completed, and all locks have been removed from the Patron's account as of 8/10/2023. A withdrawal has been processed as of 8/15/2023. No documents are outstanding from the Patron. 

  Thank you,