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:02/06/2023

  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.

  Deposited over $1800 on the ******** sportsbook app and upon winning over $1300 I attempted to withdrawal my money only to be told that because I use ********** I can't withdrawal my money which is ridiculous considering they took money from my ********** to fund the account in the first place it has been over 2 weeks at this point and I have read several reviews of other people having the same issues.... it seems they do everything in their power to not pay people when they win and they are essentially stealing from people... on top of all these issues they have no customer support number to call and the live chat and email features are zero help they just give you the run around and bounce you back and forward from email to live chat

  Business Response

  Date: 02/17/2023

  On February 6, 2023, ************************* initiated a withdrawal to their **********. Unfortunately, the withdrawal was rejected. The player reached out and asked why their withdrawal was rejected. The Player Experience Representative advised the player to use a different withdrawal method due to the issued. The player initiated a new withdrawal the same day with a different method and the withdrawal was accepted.

• Initial Complaint

  Date:01/29/2023

  Type:Billing 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 made a purchase of a t-shirt and a sweatshirt from Barstool Sports on January 12th. After several days with no update I reached out to customer service. They said there was no issue with my order and that it would ship out within two weeks. It is now 2.5 weeks and I asked for another update. I’ve been told now that there’s another issue and it will take another week and to reach out again if it doesn’t arrive. I paid $87 for my order.

• Initial Complaint

  Date:01/28/2023

  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.

  On 01/21/23 I requested a withdrawal of $31.50 from my Barstool Sportsbook Online Account via: Barstool Plus (8:12PM). I received an email stating my withdrawal had been approved at (8:22 PM 01/21/23 Transaction ID=*********.. Payment Method= Barstool Sportsbook Plus.. Amount Timestamp=$31.50 01/21/23) The email stated that my funds would be available in my bank account in 30 minutes. I waited and contacted Barstool Sportsbook via: online chat and was told it could take 3-5 days. I waited 5 days and contacted Barstool Sportsbook via: online chat again and was told now it was 5 business days.On 01/28/23 I contacted Barstool Sportsbook via: online chat "AGAIN" and was told my withdrawal was processed on 01/22/23 which is a lie. I tried to continue to explain and was logged out of chat. All I want is my money. It's a small amount that was withdrawn only for the purpose of checking Barstools withdrawal process after reading large amounts of negative reviews regarding Barstools capability to pay people what's owed to them. I'm including all correspondents between barstool and myself including: emails, deposits, withdrawals, etc. It is a shame it had to come to this considering betting was just made a available in Ohio in January 23'. Definitely not a good start. I'm giving them the benefit of a doubt hoping we can remedy this situation as BBB as a meadeater. If this doesn't work I will contact Ohio Gaming Commission as well as any other Gaming Board available..Like I said; it's only $31.50 and they won't pay it. I can imagine what others are going through. Also, it is a misconception allowing people to think Barstool is connected to my local casino ((****** ******* ********* Casino) where I downloaded the app. I called the casino and they said they are two separate entities. 

  Business Response

  Date: 02/09/2023

  On January 21, 2023, *********************** initiated a withdrawal for $31.50. The funds were sent to the player's Barstool Play+ account on January 21, 2023. The player state they never received their funds. A review was done, and it shows that the funds were sent from their Barstool Sportsbook to their ********* ***** account on January 21, 2023.

• Initial Complaint

  Date:01/22/2023

  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.

  My name is ****************************I have sent several emails last week and even a message on your ******** page asking you guys to contact me regarding filing a corporate complaint against Hollywood Casino in ******** **** regarding a VERY bad incident I had. Not one person has BOTHERED to reply to any of my emails, my ******** message or even call me. Do you guys NOT take these types of matters seriously?What is it going to take to get a hold of someone at your corporate office?

  Business Response

  Date: 02/16/2023

  *************************** reached out stating that they needed to speak about an incident that occurred when they were at the casino. The manager reached out and stated they would review the situation and reach back out to the player. The manager was able to get a copy of the video and reviewed the tape. Once the review was done, the manager reached back out to the player and explained the outcome and the situations. The manager advised the player that they could give them $100 in free play. The player accepted and the manager assisted the player in downloading their free play.
  

• Initial Complaint

  Date:01/17/2023

  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 placed a Parlay+ and one leg of the bet was voided, the other leg won. They refunded me my money with no winnings to the winning bet.I placed another parlay+ bet, and one was voided (like the first bet) and the other bet lost. They didnt refund me any money. Their rules state, and confirmed with multiple employees, that if any part of a parlay+ is voided, you will be refunded. They refused to give me the winnings on the first bet, or a refund on the second bet. This is a scam, and unethical. Horrible business!

  Business Response

  Date: 02/03/2023

  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office.
  
  On January 17, 2023, ******************************* reached out via chat to see why one of their wagers was not voided like the other one. An investigation was completed, and it was confirmed that one of the ****** was a parlay+ and the other wager was a parlay. A Parlay+ is a parlay that is placed with multiple bets from the same game. The Parlay+ was voided due to ******* not being able to play. Since the other wager, which is a parlay, had *********************** who was unable to play, that wager was adjusted appropriately, and the wager was graded correctly.

• Initial Complaint

  Date:01/11/2023

  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 deposited $1000 into barstool online gaming. That was about six months ago. Eight days ago I asked to withdraw a little over $1100. I was told that they needed a copy of my credit card that I used. Why on earth would they need that? The money is clearly in my account so I clearly deposited it in there. I told them that I no longer had that card. They then asked me to provide them with a statement from my credit card showing I made a deposit. Again, why on earth would they need that? I’ve been trying to download on their app and I had to agree to allowing my information to be shared with other companies or I could not get my money back. Why on earth would they ask me to do that? I have used other online sites for betting and no one ask these sorts of questions. I didn’t actually try to download the information that they wanted as I found the statement, and it says invalid entry. It would appear that there is no way to get my money back. It also says on their website that if the information is not received, the money will be put back into the account in seven days. That was eight days ago and no money has been put back into my account. In my opinion, barstool and Penn national are a scam. They will take your money but they will not give it back. Looks like others are having the same problem. If my issue was not resolved soon, Might be time for a class action lawsuit. Better Business Bureau, can you please have someone look into their operations as they are wrongfully withholding money from customers. I think this online site should be shut down.

  Business Response

  Date: 01/27/2023

  On January 15, 2023, ************************* initiated a withdrawal for $1,186.55. The same day an email was sent advising that documentation was needed; a photo of the ********** ending in **** showing their full name and the last four digits. The player was able to submit the necessary documentation and they were accepted. On January 16, 2023, the withdrawal was approved via check. The player should receive the check in the next 10 - 14 business days.

• Initial Complaint

  Date:01/05/2023

  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.

  On December 29th, 2022, I signed up for Barstool Sportsbook with the promo code '******'. This promo code gave me $50 in free wagers to use at launch. On January 1st, 2023, I saw the $50 go live in my account. I played through some of this money, with a remaining amount of $15. I then won a bet and my earnings showed up immediately. However, I was unable to cash out. I have many agents telling me multiple different things and at this point, I think they're confused. They also don't have a phone number to call either! I would like to be contacted via phone and compensated for my troubles. This customer experience was horrible; **** near like pulling teeth!

  Business Response

  Date: 01/25/2023

  On January 5, 2023, ********************* reached out via chat to see how they can get their bonus funds convert to cash. The Player Experience Representative advised that a certain amount needs to be deposited and wagered for the funds to convert. The next day, the player reached out once again due to receiving another bonus. The Player Experience Representative advised that each bonus has its own requirement before it will convert. The player has since been able to deposit and wager enough funds for their bonus funds to convert to cash. They have since initiated multiple withdrawals and have had them accepted and processed as well.

• Initial Complaint

  Date:01/03/2023

  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.

  In Mid/Late December I placed a bet on Barstool sports book as I have before with no issue. I have used a different betting platform and never had an issue with them. However, when I placed my most recent bet with Barstool something strange happened where they would not allow me to sign in with my bank credentials so I had my girlfriend used her bank to transfer the money to her account. Days go by and she never received said deposit. I contact support and they ask for her to send a picture of her holding her ID next to her face. She submits it, days go by and no response. APPARENTLY they never received it and I would have never known unless I reached out to them. They then proceeded to say they need a photo of me with my ID as I then submitted. Another few days go by and they said they need a bank statement. I submit said document and they give me the vague response of incorrect documentation, I resubmit an appropriate document to their needs and since they couldn’t see the transaction of where the money left my account to go to their app they asked for my girlfriends Bank Statement which also did not have a transaction of that sort. I explained to them that I deposited the money into my account through a third party and now they have locked my account, the whole nine. Now it is taking them days to respond back to me regarding a status and they are becoming very arrogant and rude with me when I simply just want the funds I won from the company. In a separate email or chat a representative also insisted I had a gambling problem and probably shouldn’t be using the app because of my persistence. Which is not the case. I just have money floating around with no response as to when I’ll be able to retrieve it. I feel discriminated against and at this point I feel like I’ve been robbed of my money.. I have been patient and as polite as possible. I have read several forums of people with similar issues and I hope this app gets taken down..

  Business Response

  Date: 01/18/2023

  On December 25,2022, ******************************* initiated a withdrawal for $750.00. An email was sent advising that documentation was needed due to the player violating the terms and conditions. On January 3, the player was able to upload all the necessary documents. A new withdrawal was initiated on January 5, 2023, and was approved on January 6, 2023 for the player to retrieve their funds at a casino location.

• Initial Complaint

  Date:12/15/2022

  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.

  Won money on there sportsbook called barstool sportsbook, they deactivated my account for unclassified reasons, and promised to return my remaining balance of $1247. I have been waitIng over 4 months to receive the check, and for whatever. reason I have received it.I can uploads emails for this.

  Business Response

  Date: 01/04/2023

  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office.
  
  *************************** account was flagged and closed due to using a deposit source not in their name. On September 24, 2022, a check was mailed to the address on file for $1,247.50. The player reached back out and stated the check was sent to the incorrect address and needed to change it. A form was sent out for the player to complete to process the new check, and the player was able to complete the form. On December 27, 2022, a new check was sent out to the address the player requested. The player should receive the check in 10 to 14 business days.
  
  

• Initial Complaint

  Date:12/13/2022

  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 paid $50 to play an online gaming site. After winning, my account was immediately suspended. I was then required to submit several forms of personal documentation per the companys request. After submitting that, more documentation was required and my winnings have not been awarded yet. None of these requirements were disclosed prior and after additional requirements were added.

  Business Response

  Date: 12/22/2022

  Please allow this letterto acknowledge receiptof the response from the complainant in the abovereferenced matter filed with your office.
  
  On December 11, 2022, *************************** initiated a withdrawal for $1,006.26. The same day, an email was sent advising documentation was needed due to sharing a deposit source with another user. The player submitted all the necessary documents, but the other user involved needs to provide documentation, which was relayed to them via an email containing instructions.Once the uploads have been received, a review will be completed, and the players will be informed on the status.