We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Interactive Media

Penn Entertainment, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Interactive Media.

Complaints

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

Find a Location

Penn Entertainment, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 176 total complaints in the last 3 years.
    • 31 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/17/2023

      Type:Product Issues
      Status:
      Unanswered
      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 tried to deposit money to my account the money was never credited to my barstools account but it was taken out of my account. I contacted barstools to get my money back but they instead canceled my account for contacting them too much about the issue.

    • Initial Complaint

      Date:06/16/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      One month ago, May 18th, I won a bet on Barstool Sportsbook. They suspended my account immediately. Since then, I have $8,800 sitting inside the barstool app and have tried contacting barstool over 50 times and I have not received one helpful response. I have no heard from them at all in over 15 days. All I want is my money and Im done using them forever. Please help me. Its been a month and they are stealing $8,800 from me.

    • Initial Complaint

      Date:06/15/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Massachusetts (Penn National) has locked my account and is holding my funds and not responding to my emails. I opened a Barstool sportsbook account on 6/8/23 while I was traveling in MA. I deposited $1,000 with my debit card and immediately placed a $1,000 wager on the ******* ******** that night. My account was immediately locked after placing the wager and I received an email that they are looking into my account. I sent an email before the game started and asked if my wager was valid and they responded “all wagers are valid and will be graded as normal.” My wager won and I should now have $1,810 in my account. Barstool has sent me several emails asking my for ID, a selfie holding my ID, copy of my debit card, etc. I have responded to all their requests and submitted all the documentation that they asked for. They have actually sent me a few emails asking me for the same documentation over and over again. The only response that I have received is them saying I used someone else’s device to open my account and place a wager and that is against their policy. I was unaware of any policy and I don’t see what that is important and I did not receive any bonuses, etc. I used my own funds and placed my own wager without any promotions. The only reason I used someone else’s device the first time is that was traveling with my brother in law in MA and I was discussing trying to bet the hockey game tonight. He suggested I play with Barstool since we were in MA and he had the app on his phone. I’ve used my own device ever since this first wager. I did not break any rules or laws. I was just placing a simple wager. I’ve tried to communicate this to Barstool but they do not respond and live chat will not discuss with me. At this point, Barstool (Penn National) has stolen $1,810 from me. The MA gaming commission has not responded to me either. Could I please get assistance in resolving this?

    • Initial Complaint

      Date:06/08/2023

      Type:Product Issues
      Status:
      Unanswered
      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 used to live in CO moved to GA before leaving I withdrew my money from barstool Sportsbook. Looked like everything was fine then I never received the money. Then I reached out customer service refuses to let you speak to a person. They requested bank statements which I provided then they asked for if and photo. Then they reached out again wanting my moms bank info a picture and ID for my Mom and my brother. They did not need all of this info to take my money but they are trying to keep my money and I beyond frustrated I just want them to return the money to the account they took it out of and that is not a difficult request. I'm considering getting a lawyer and filing a class action suit since this is happens to people all over. I would never use them again or recommend them.

    • Initial Complaint

      Date:05/30/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 played this app for years over 30k spent on this app. I haven’t played for almost 6 months and returned signed in no problem started depositing no problem. After depositing over 1400$ I decided to withdrawal. Nobody contacted me saying they needed documents. A day later I reached out and was asked to provide old debit cards from years ago. I explained I can provide them with photo of the card I deposited with and my identification. They responded with short non helpful answers. Their app wouldn’t let me submit files and they basically told me oh well try a computer. They don’t answer for hours/days all forms of customer support are unavailable except for email. They have numbers and live chat advertised but this do not exist. Expired phone numbers and expired support links. These people are the biggest scam in the PA online gambling scene. If they need documents provided they should request them before even allowing a deposit. I have submitted multiple documents credit cards etc and still get told wait 24 hours to be approved this is now day 6.

    • Initial Complaint

      Date:05/26/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Thursday, May 25th, I placed wagers on a sports game through Penn’s Barstool app. At 9:45pm, a few minutes after the 4th goal was scored in the game, I placed a bet on the next goal scorer. The bets automatically classified as a loss as they somehow were placed on the goal that was already scored. It should not be possible for this to happen. As I had already watched the goal scored live, I could have put my life savings on the correct goal scorer - I am sure if that were the case, I wouldn’t be paid out. This is theft. In the pictures uploaded, you will see that I had placed a set of bets on the 4th goal scorer at 9:28pm. The 4th goal was scored, and ****** *******/announced the goal at 9:42pm, and my last round of bets, for what should have been the 5th goal scorer, were placed at 9:45pm.

    • Initial Complaint

      Date:05/17/2023

      Type:Billing Issues
      Status:
      Resolved
      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 has $850 of which I requested a withdraw of $800 to my banking account (same banking account I have used the entire time). They required me to send a picture of myself and license to a 3rd party site to release my funds. I was reluctant to do this because I don't know what happens to this info and they left me no other choice. I have done this now 3 times and they still have approved my funds withdrawal. It's over 48 hours and I have reached out to chat support 3 times about this and they cancel the thread everytime, providing no new information.

    • Initial Complaint

      Date:05/14/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Hello, I need help with my barstool account I have a pending withdrawal of 1800$ and the support team is refusing to respond to me, they keep asking me to submit documents of cards I used over 2 years ago one time, and one of the cards my bank didn’t provide a good enough bank statement according to them so they denied my verification and now all their saying is get better statements, I can’t force the bank the card issuer to supply better statements they give me what they give me. At this point I’ve contact the regulatory board of Michigan gambling, your company has no right to withhold my funds based off the fact that they don’t think my verification documents are good enough. I could provide perfect documents and they can still claim they’re not sufficient. The support is ending live chat on me instantly I get no reply’s via email, and st this point I’ve had countless dollars stolen by barstool under penn gaming, and I have no Explanation on how I could resolve this to be able to withdrawal, hopefully this doesn’t fall on deaf ears because I will be proceeding with legal action this upcoming week if nothing has been attempted to be resolved My username is ****** ***************@*****.com What your company is doing is theft.

    • Initial Complaint

      Date:05/10/2023

      Type:Product Issues
      Status:
      Unanswered
      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 company refused to refund a wager made immediately after creation on a misclick. I messaged three representatives and they all lied about not being able to assist. Their trader can indeed refund the transaction or offer a cash out with reduced repayment. I asked for this immediately with reps after the wager was made in error. Theres no reason they need to steal money this way when the time period was within seconds of the wager being placed thats illegal.

    • Initial Complaint

      Date:05/05/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 placed a bet on a cricket match. My bet won but my bet kept showing as active even after the match was well over. I contacted Barstool to update my bet to win from pending so that I can place more bets. Then soon after, the status of the bet changed from active to lost. I contacted them again as my bet had won and not lost. They told me that they forwarded it to the bookie and I will have my answer in an hour. The bet is only 50 bucks to win 43 bucks (93 bucks and change due). My main concern is that I place so many bets on games that I know nothing about just hoping Barstool is going to pay me when the bet wins. Here are my receipts and a bet clarification of everyone who don't follow cricket: I placed a bet of 50 bucks that away team is going to score more than 5.5 runs in 1st over between ********* ****** (**) and ******* ****** (**) played on may 5th. The game was played in ****** (capital in *********) at ******************************. So, ********** was home team and ******* were away team. ******* scored 9 runs in 1st over (which is more than 5.5 runs) but my bet is classified as a loss. Please Double check your bets! I learned my lesson

    Penn Entertainment, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.