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:03/27/2023

  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.

  . I legally opened an account at the Barstool Sports app. 2. I legally placed a wager on sporting events. 3. When I tried logging into my account shortly after winning those wagers, I learned Barstool had locked me out of my account. 4. In an email Barstool then asked me for some additional documentation about my initial deposit of money into my account and told me once I've provided this documentation they would review my account. 5. I proceeded to provide all requested documentation to Barstool using the instructions they provided. 6. I did not hear from them after a couple weeks and remained locked out of my account. I attempted to contact their customer service to ask when my account would be unlocked and they have not provided me with any information about when or what is the status of our account review. 7. They are holding my money hostage. When I reach out to them to ask when my account will be reviewed and then unlocked, they do not respond. I need them to unlock my account so I can have access to my money.

  Business Response

  Date: 04/05/2023

  April 5, 2023 
  Please allow this letter to acknowledge receipt of the response from the complainant in theabove referenced matter filed with your office. 
  On February 27, 2023, the player initiated a withdrawal for $2,204.00. The same day an email was  sent advising documentation was needed to process the withdrawal. The player was able to submit  documentation and a review was started. It was discovered the player made a deposit using a payment method that was not in their name, which is against Barstool Sportsbook' Terms and  Conditions. On February 28, 2023, a new email was sent advising of the problem stated above and  that more documents were needed. On March 29, 2023, a business decision was made to approve  a new withdrawal for their balance of $2,412.92 via check. The player should receive their funds  in the next 10 to 14 business days. 
  

  Thank you, 
  Heather C**** 
  Regulatory Compliance Manager  

• Initial Complaint

  Date:03/25/2023

  Type:Product 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.

  Date of transaction: 3/17/2023 Order #********* Amount Owed from Barstool Sports to me: $62.74 Hello, I purchased an outfit from this company on **** for delayed payments. I received and returned the bottoms and top I was shipped due to sizing. As of today, the company said they issued the refund back to the **** app for the entire outfit. However, I purchased an identical bottom in a different size for the full price and paid that transaction up front in it's entirety. The business refuses to refund the price of the full price bottom I returned to them, insisting they have already refunded the total. Please help me get a resolution to this issue. I have attached the screenshot of my bank for ALL Barstool and **** transactions. You can clearly see they took the $62.74 out of my bank, but only returned amounts of $5.42 and $11.17 for a total of $16.59 which is not the $62.74. The representatives I have spoken to say that because I didn't create another account to return the second order, they won't refund my money for the second transaction. I have emailed back and forth with the merchant, and I keep getting the run around after a week of exchanging emails since customer support has no phone number available to contact. Please help me with this in getting my money back for a return of goods.Thank you,*********************

• Initial Complaint

  Date:03/20/2023

  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 3/17/23-3/18/23 I won $4045.86 on barstool Sportsbook app I requested a withdrawal on 3/18/23 on 3/19/23 I received an email stating my withdrawal has been approved and was told by a customer service representative that my check would be mailed out either yesterday 3/19/23 or at latest today 3/20/23.I reached out again today to customer service only to be told the withdrawal was accepted on 3/19/23 and still has to be approved.Approved and accepted are two different things .Customer service has given me the run around from day one and they have a history of holding people’s money and asking for tons of proof of debit cards ,bank statements etc ,things I’ve never heard of any online gambling site asking for .I was asked to provide a picture of my ID AND MYSELF IN A SFIE WHICH I DID AMD IT WAS ACCEPTED.This company does everything it can not to pay its customers but takes ur deposits without any questions immediately.THEY HAVE A HISTORY OF CHANGING ODDS WHEN CUSTOMERS PLACE BETS AND HOMDING WINNINGS FOR EXORBITANT TIME PERIODS WHEN OTHER SITES PAY WITHIN 24-48 hours .I will be contacting Louisiana gaming commission regarding their tactics and fact that they lie and mislead customers when they owe the customer money

  Business Response

  Date: 04/17/2023

  April 5, 2023 
  Please allow this letter to acknowledge receipt of the response from the complainant in theabove referenced matter filed with your office. 
  This player is reporting they have not received their withdrawal that they requested in the amount  of $4,045.86. On March 18, 2023, documentation was requested to verify the player’s information.  The player was able to submit documentation and a review was started. The withdrawal was  approved on March 19, 203 and subsequently sent on March 23, 2023. The player should be in  receipt of their funds at this time.  
  Thank you, 
  ******* ***** 
  Regulatory Compliance Manager  
  Penn Interactive
  

• Initial Complaint

  Date:03/19/2023

  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.

  Past week They constantly are taking my money and teasing at bonuses never giving them and if they do its $3. App constantly crashing and the reality check is always telling the wrong amount I wagered to limit myself but it's actually 3x that.

  Business Response

  Date: 04/05/2023

  Please allow this letterto acknowledge receiptof the response from the complainant in the abovereferenced matter filed with your office.
  
  *********************** has received all bonuses that they have signed up for. The player has contacted customer support to let them know they have not received the bonus from a promotion and the Player Experience Representative was able to assist and solve the problem. To be able to investigate the check-in interval issue, a timeframe needs to be given, but we were able to investigate a recent time and it appears to be working properly.

• Initial Complaint

  Date:03/07/2023

  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.

  My husband (******************************) & I watched the Super Bowl on Feb 12th, 2023 at the Barstool Sportsbook in the Ameristar Casino in Blackhawk, CO. BS was running a promotion during the game & a female rep was helping people register & download their app. If you bet $50, you could play on their additional $50. I dont have the name of the gal that helped us, but she literally took my phone & helped me complete the process, including me using *****'s ******. My credit card initially wouldn't go through (assumed was blocking d/t possible fraud alerts). We then used my husbands ****** (I don't have one.) My total winnings were $183.80. I filled out the withdrawal request on the app (trans # **********.) That night at 11:36pm I received an email advising me that my BS acct had been suspended & I would be unable to login, deposit, withdraw or check balances. I received an email at 11:39pm requesting selfies of my husband & I holding our IDs, & ****** acct info for *****. My first reply had the information attached in the reply, but I later rectified that & uploaded them into their portal. There has been numerous emails from me asking if there is any progress in lifting the acct suspension, or if they have all the info they need to process. Each time an automated reply comes back letting me know that my request (#*******) has been updated, and sometimes an email asking me to rate their customer service. I have received emails from a **** * and a ***** * either asking me to resubmit *****'s selfie with his ID, or resending the terms and conditions (which apparently has been violated since I used a payment method that was in my husbands name.) At one point I asked for just my initial $50 bet back if they are unable to give me the $ I won. On Feb 27 Mike K emailed that my issue has been escalated and will be reviewed by their team in the next 24 hrs, I did not hear anything back and on Mar 6 at 11:07AM I emailed that I would be filing a complaint with the BBB

  Business Response

  Date: 03/30/2023

  Please allow this letterto acknowledge receiptof the response from the complainant in the abovereferenced matter filed with your office.
  
  On February 13, 2023, *********************************** was sent an email advising their account was flagged due to using a deposit source not in their name which is against the terms and conditions. To proceed, documentation was needed for the review to be completed. The player was able to submit all the necessary documentation and on March 29, 2023, a business decision was made to end the relationship with the player. An email was sent the same day, advising of the decision, and letting the player know they will be sent a check for the balance in their account. They will receive the check in 10 14 business days.

• Initial Complaint

  Date:03/06/2023

  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.

  I signed up for Barstool sportsbook and casino and out of no where my account got locked. I turned in everything I was told I needed to turn in to get my account unlocked. Then all of a sudden after that was don't I asked for days why my account wasn't unlocked with no direct answer. Then finally they come to tell me I need other people to upload their identification because I used a phone that has other accounts used on it. I bought this phone from someone and I want the only one that uses my phone I live alone with my child so no one else uses my phone is what I tried explaining to them and they aren't having it. I feel I was scammed out my money and I feel they are a horrible business to ever spend tl any amount of money with

  Business Response

  Date: 03/15/2023

  Please allow this letterto acknowledge receiptof the response from the complainant in the abovereferenced matter filed with your office.
  
  Currently, the player is still missing documentation. An email was recently sent advising the player what is still needed and how to upload the document. Once all documentation is received, and reviewed, the player will be notified via email about the findings.

• Initial Complaint

  Date:03/04/2023

  Type:Sales and Advertising 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’ve filed a complaint against this company before. I played online on the website won a little Money they decided to close my account and not allow me to play. They did finally pay my winnings. Now the issue I’m having is they are not sending me my W2g so I can file my taxes. It’s been weeks and weeks reaching out asking for it to be emailed. They say it’s mailed but it doesn’t take a month to get something in the mail. Now I’m concerned my Information is lost. They are ignoring me now. I need them to email me my w2g form. I’ve had to cancel my tax appointment twice now. They make everything so complicated. I’ve never dealt with a company so unprofessional.

  Business Response

  Date: 03/30/2023

  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office.
  
  On February 27, 2023, ********************* contacted customer service stating they have not received their W2G statement. The Player Experience Representative confirmed their address and advised the player a new form would be sent out. On March 8, 2023, the player contacted customer support again asking when they would receive their document. The Player Experience Representative advised that the form was mailed out on March 8, 2023, and the player should receive them in 7 to 14 business days. The player should have their form at this time.
  
  

• Initial Complaint

  Date:02/19/2023

  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.

  My minor son logged on and created a ******** sports account . He realized he shouldnt have done it and tried withdrawing the deposit ( he never played anything ) ******** sports stole the deposit money . Refused to return it to card ! And fought the bank for unauthorized transaction !!! They stold 400 dollars .

  Business Response

  Date: 03/14/2023

  Please allow this letterto acknowledge receiptof the response from the complainant in the abovereferenced matter filed with your office.
  
  *************************** has submitted documentation to verify their identity. Multiple deposits and withdrawals have occurred including withdrawals to the verified account on file. On May 18, 2022, we received notification that a dispute was filed by the player with their payment provider. The player's account will remain locked at this time.

  Customer Answer

  Date: 04/24/2023

  The account was made in ****** ********* **** ********** . My card was used , I reported unauthorized because it was , they refused to refund . They are thieves . The money was never even wagered , they just took it 

• Initial Complaint

  Date:02/14/2023

  Type:Product 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 won money on their site on Saturday and they have not paid me. They have asked me four times to send them a selfie with me holding my driver's license. I did it four times. They still won't pay me my money.

  Customer Answer

  Date: 03/03/2023

   the company did resolve the issue the very next day
  after I emailed them regarding this complaint. So, as far as I'm concerned, everything
  seems to be fine now. Thank you for your time, *********************

• Initial Complaint

  Date:02/13/2023

  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.

  I won $1196 on a bet then tried to withdraw it to which the company then decided to suspend and lock my account and won't let me withdraw from it, the live chat option is not available for me to use and they won't respond to my emails.

  Business Response

  Date: 03/06/2023

  Please allow this letterto acknowledge receiptof the response from the complainant in the abovereferenced matter filed with your office.
  
  On February 12, 2023, ******************* initiated a withdrawal for $1,168.75. The same day an email was sent advising documentation was needed.When the player reached out stating the documents were sent. During the conversation, the player made a concerning comment when referencing the withdrawal that could be interpreted as a potential problem gaming concern.Penn Interactive takes these comments very seriously and the player's account will remain locked due to these concerning comments. All documents were received, and the withdrawal was accepted on February 14, 2023. The player should have their funds at this time.