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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

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

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    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:05/05/2023

      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.
      Hi Better Business Bureau,I'm in a dispute with Barstool Sportsbook that I can't resolve. I have no idea if they are doing something illegal or if they're merely incompetent, but in any case, I have been unable to access the money in my account for a couple months, and at this point, I'm worried that they've stolen my money. Here's the backstory to all this: at some point in using Barstool, I deposited money using my ****** account. That ****** account, however, was created for me by my dad years ago (he was in tech and set me up with various accounts when I was a kid), and so that account still bore his name even though these days it's linked to my banks, social security number, etc. Barstool then locked my account because they detected potential fraud since they saw a name that wasn't mine getting linked to my account. This was both responsible and reasonable, but their response since then hasn't been. They asked me to send screenshots of my ****** account and to change the name on the account to my name. I did all that. They asked me to send pictures of my ID, my father's ID and selfies of the two of us. I also did all that. They've now been reviewing my account for over a month, and anytime I ask for an update they are unable to provide one. Can you please help me sort out this situation? My instinct is they're likely done nothing wrong, that they're just being incompetent, but the end result is identical to intentional theft - my money is gone. Let me know your thoughts. I'm happy to provide whatever documentation I can. All the best,***

    • Initial Complaint

      Date:05/01/2023

      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've contacted support numerous times and every time i receive an email telling me to upload a selfie with my license which i have done numerous times. Yet nothing has happened.

    • Initial Complaint

      Date:04/27/2023

      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 4/16/23 at approximately 12;10 am I was playing the hollywood Casino on line. I was playing the game Venice Amore and had won $242.50 with 9 spins still left when the game kicked me out and would not allow me to reenter the game. It did not award me the winnings or the 9 spins still left. I have contacted Hollywood support several times...one such time I was given a claim #***********. Once they did respond asking for my birth date which I did reply, but to this day they do not respond.

    • Initial Complaint

      Date:04/21/2023

      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.
      This site has NO live chat support as advertised and you only get an automated email response that somone will contact you! They consistently DON'T PAY the bonuses that they run in their promos and make you send an email with a screen shoot of the promo with the promo code, and that's only if you happen to be sitting watching for the email response for an hour! Many Hollywood case numbers that I can supple if needed. The ************ Gaming Board should shut them down!!

    • Initial Complaint

      Date:04/17/2023

      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.
      This company is a new sportsbook available in Massachusetts. Last Sunday 4/9, I requested a withdrawal from my winnings. On Tuesday 4/11 after still not receiving my transfer into my VERIFIED ****** account I contacted customer service chat via app. I believe I should be entitled to quite a bit of extra compensation, due to inability to bet with the monies that this company refuses to pay out. After many upload of information they should have I am yet to recieve $.01.

    • Initial Complaint

      Date:04/10/2023

      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.
      I would like to file a complaint with Barstool Sportsbook regarding my account balance refund and account verification.I have some winning of ~$190 in my account which is marked as "withdrawable". They requested to verify my account. and ask me to send them a selfie of myself! This request is way too personal and I am worried about the leak of my data. I told them I can send them my ****** statement if they want to prove that I am the owner of the payment account. However, after several attempts, they are still asking for the selfie, which I won't submit. They have all my information in their system, and I feel they are just to make this withdraw difficult because I won a little of the money. I was told that if I closed my account, I then can have my refund, so I closed my account. But after more than 15 days, they still did not process my refund. I was told once they refunded March 2nd. But today, they asked my selfi again!This is not reasonable.I seek your help to:1. Refund my money back to my original payment account, 2. I want to make sure this company delete all my personal information that they obtained. This is the email I used to register my account. Thank you for your help!***********

    • Initial Complaint

      Date:04/08/2023

      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.
      Withdrew $1,736 from Barstool Sportsbook on 3/31/2023, They have requested documents to verify my identity. I have submitted my debit card, my ID with my face in it, my ***** pay information, my ***** ID history, and over 4 bank statements. They continue to send me emails saying they "need more information" to which I submitted, I then get no response. I message their live chat about the issue and they tell me someone will get back to be withing 24 hours but it never ends up happening or they ask for the same document i've already submitted 10 times now. This then leads me to contact support again leaving me in this endless loop of 0 progress regarding the issue. The live chat agents continue to end the chat on me before i'm finished needing help. They refuse to give my money so unfortunately I have to file a complaint here. Please do not deposit money onto this sportsbook, they will not give you your money and will make up excuses to delay it as much as possible. Use one of the other sportsbook to ensure you finances are secure.

    • Initial Complaint

      Date:04/07/2023

      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 day of the Super Bowl I deposited $25 into "Barstool Sportsbook" the funds never went into my account so naturally I went to customer support and gave them all my info and sent bank statements and my debit card and they told me first that my funds would be there within a week and then they never were so I went back to support a week later and they replied with "You will be reached via email in 48-72 hours", well 2 months later I just get automated messages from customer support and they do nothing, this business is just money sucking and when it comes to refunds or getting money back, its non existent at least for my case?!

    • Initial Complaint

      Date:04/03/2023

      Type:Customer Service 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 created an account for barstool online casino february 18th 2023. I deposited $500 dollars and ended up wining over $1000 in total. As soon as I won my account was locked and I was told I needed to send a photo of myself holding my ID. I did this on February 19th 2023. It is now April 3rd 2023 and I still have no answer and no access to my account or money. I have reached out multiple times and all I get is my account is under review and someone will get back to you. Its been 45 day and no one will give me answers. I’ve asked to speak with a supervisor and they tell me this is not possible. I want my money in my account and barstool won’t let me withdraw it. This is unacceptable and I want answers on why no one will help me. They also sent the wrong email to me meant for someone else. 

    • Initial Complaint

      Date:03/30/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 signed up with Barstool Sportsbook and took advantage of their first time betting promotion. After winning my first bet, I withdrew the funds to my account which then Barstool requested for more information (photo of me with my ID and photos of my card). I followed up immediately with both, which then Barstool followed up with suspending/locking my account and withholding my earnings. I followed their instructions and acknowledged their terms & conditions and Barstool emailed back saying their team will need to review my documents and they will follow up. Since then, I’ve followed up numerous times asking for an update and have only been sent the same automated email. It has been over 2 weeks and Barstool has given 0 updates and have not released my funds to me.

      Business Response

      Date: 04/14/2023

      Please allow this letterto acknowledge receiptof the response from the complainant in the abovereferenced matter filed with your office.

      On March 16, 2023, ********************* initiated a withdrawal for $4,200. The same day, the player received an email advising documentation was needed. The player submitted the necessary documents and during the review, it was discovered that the player did not follow Barstool Sportsbook's terms and conditions. An email was sent advising that additional documentation was needed once again. The player was able to upload all necessary documents and their account was unlocked. On April 12, 2023,their withdrawal was accepted as well. The player should receive their funds in the next three to five business days.

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

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