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:12/11/2022

  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 signed up for Barstool Sports in Maryland was lured in by a $150 guaranteed free play along with a $50 $50 referral bonus match play. I now see what **** ******* he is constantly posting and living a life of luxury and glamour because he’s stealing from customers like myself with laws of false advertisement, fraud and complete ********. To this day, I only have receive a 100 hour matchplay so the company has completely ripped me off by 100%. This company is a fraud. It should be investigated for its false advertising misleading promises empty laws of match plays by the FCC and all the attorney generals in every state.

  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 9, 2022, ***************************** reached out via chat to see why they did not receive their bonus. The Player Experience Representative advised that they needed to verify their account. The player was able to submit the necessary documents and the documents were reviewed. On December 13, 2022,the player was awarded the $150.00 in bonus cash. The player reached out again asking about the bins funds they are supposed to receive when someone uses their code to sign up. The Player Experience Representative advised that once the other player signs up and places a wager that settles within 14 days, they will receive the bonus up to $50.00. The player shared an email and was advised that the account linked to the email sent did not sign up using a refer code.

• Initial Complaint

  Date:11/29/2022

  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 was playing at a slot machine and when the spin landed it says i don't get a winning but clearly the rules say I should of.

  Business Response

  Date: 02/21/2023

  I am in receipt of your letter dated February 10, 2023, involving ***************************, Complaint ID #********. 
  
   
  
  Thank you for bringing this matter to our attention.  We take all customer complaints very seriously and are committed to providing the best possible experience for all our patrons.  Although I dont see a date of occurrence mentioned in the letter, we have reviewed our records and we are not aware of any machine malfunctions or incidents for that machine.  That said, a review of the photographs attached to the Complaint indicate that **************** bet/spun 1 credit (look above Total Bet on the right of the photo, a little over halfway down red arrow pointing towards the area).  Then, look at the pay table at the top of the photo, and you will notice that 1st credit spins are covered in the yellow section on the left (red arrow pointing to the area).  For **************** to have won on this spin, with the combination of 7s, she would have had to bet 2 credits, and as you can see above the Total Bet line, she only bet 1.
  
   

• Initial Complaint

  Date:11/27/2022

  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 signed up online to Barstool I was playing and I hit a jackpot for 1531.25 at appx 4:21pm on November 26, 2022. I noticed the funds did not get added to my balance. I contacted customer support via chat immediately. They asked that I take a picture of myself holding my ID which I sent to the person I was chatting with. I was told if I don’t get my money in a few days to reach back. I responded “I have to wait for my money” I was told they have to verify me. I said ok before I ended the chat I was told you’ve been verified and funds have been credited to your account. I thanked the representative and continued to try my luck. The representative congratulated me on my win. I played and I hit a few more jackpots. I had already invested 2550 so when my balance reached 11,600. I decided I will cash out. I did a withdrawal for 9000 and another one for 2600 at appx 5:18pm Immediately after the withdrawal my account gets suspended. I contact customer service they say check your email. They sent me a list to verify myself again holding my Id when I had already just sent it and they approved it when they released the first jackpot. They asked for my bank statement, I submitted that as well. They asked for my MINOR son to hold a government issue ID I sent them a picture of his passport. This is what upset me the most I understand the verification process and I respect that but to ask for a minor information is just not right. They emailed and said his passport is not acceptable unless he’s holding it. I sent that in as well and my wife holding her ID. They try to say the account I am playing with doesn’t belong to me. I showed them proof it is clearly my account with my bank statement that clearly shows my name, address, last 4 of account number. They kept saying they will escalate it. I haven’t heard back when I chat with them I feel like they are not taking this serious. I feel like because I won they are trying not to pay. How can this be fair? I submitted all my proofs to verify my identity and I was the person playing and using my account. I don’t know what else to do. The last update was over 12 hours ago and was told it’s been escalated. I use the same account and information on other sites and not once has this ever happened. I would like my account to get unsuspend. There is absolutely no reason to hold on to my funds. All documents have been submitted. I hope to get this resolved as soon as possible.

  Customer Answer

  Date: 12/07/2022

  This has been taken care of. 

  Business Response

  Date: 12/21/2022

  December 14, 2022 
  

  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office. 
  

  On November 26, 2022, ****** **** initiated two withdrawals for a total of $11,600. The  same day, an email was sent out advising that documentation was needed due to the player  using a deposit source not in their name. The same day the player was able to submit all the  necessary documents. A business decision was made to keep the account closed due to the  reason stated above. The withdrawal was approved on November 28, 2022, and the player  should have received their funds at this time. 
  

  Respectfully Submitted, 
  Raini L***** 
  Compliance Analyst

• Initial Complaint

  Date:11/21/2022

  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.

  On 10/23 Barstool Sportsbook incorrectly sent my banking information to *** Preferred. As a result *** rejected the payment, Barstool however credited my account for the rejected deposit. So I was completely unaware the *** had the deposit sitting in collections for me to pay. I only discovered this because for the past week Barstool has passed me between 20+ customer service agent to try to get me to provide bank statements from the account which doesn't exist before they'll allow me to withdraw my money. I have provided multiple documents to them from my real bank account, the one saved with the correct information on their website. They told me on 11/18, after hundreds of communications, that my ticket had been escalated and I would have a response within 24 hours, 3pm cst 11/19. I still haven't heard back. I have spent well over 10 hours with them and solved their error for them but I still can't get a person with authority to speak with me or tell me what is required to release my funds. It is the single worst customer experience I have ever had. When I first started contacting them probably the first 10 agents trolled me and would just copy paste a response asking for the same documents from an account which I had clearly explained didn't exist.

  Business Response

  Date: 12/21/2022

  December 14, 2022  
  

  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office. 

  On November 15, 2022, ***** ***** initiated a withdrawal for $5,012.40. The same day, an  email was sent asking for documentation. On November 21, 2022, the withdrawal was  approved. The player should have the funds at this time. 
  

  Respectfully Submitted, 
  
  Raini L***** 
  Compliance Analyst

• Initial Complaint

  Date:11/02/2022

  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 attempted to withdraw funds from my Barstool account on October 24, 2022. I received an email from them needing to provide them with additional documents to process my withdrawal. I found that to be suspicious, so I made a deposit for $25 the same day from my ****** account and that was somehow processed without the need for any additional personal information. I then tried to withdraw said funds using my ****** account and I was notified of the closing of my account for "using a payment method, not in my name". I have submitted all requested documents and informed them that there was a mistake associated with my ****** account that has been corrected, as there is no *********************-Card. My case was supposedly escalated, but it has yet to be resolved, as my account is still closed and I have not received my money. The attached documents will show that I was utilizing my Barstool account, my ****** account, and my bank account that the ****** funds came from.

  Business Response

  Date: 12/21/2022

  December 14, 2022  
  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office. 
  On October 24, 2022, ******* **** initiated a withdrawal for $1,000.01. The same day, an email was  sent advising documentation was needed. A review was done, and it appears that the player used a  deposit source that was not in their name. To proceed, all documentation will be needed, including the  document from the account holder of the deposit source that was listed. 
  Respectfully Submitted, 
  
  Raini L***** 
  Compliance Analyst
  
  

  Customer Answer

  Date: 12/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: I have provided all documentation that is needed in order to verify that everything is in my name. Email verification photo also verified confirmation of payment from my ****** account to my Navy Federal checking account. 

  
  

  ****** - ******* **** (****** statement verification was provided)

  **** *******- ******* **** (**** ******* Bank statement)

  
  
  Regards,
  
  
  
  ******* ****
  

• Initial Complaint

  Date:11/01/2022

  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.

  On oct 5 2022 I deposited ******* in barstool casino with my debt card ending in **** I went to withdraw ****** and they refuse to give me my money they sent me a email saying they want so me copies of 2 debit cards I dont have no more and there not on my account either so I sent them the one I used on oct 5th the ones there talking bout were used 2 months prior what have nothing to do w this transaction so I filed a charge back on my debit card for goods and services I contacted them to ask them what the whole card number was of the 2 cards and dates they were used they told me no then for me to find out that info I need to cancel my charge back and send proof of my charge back to there team and when they see it was dropped they will contact me then there are a scam

• Initial Complaint

  Date:10/31/2022

  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.

  10/15/2022 for $500 with Barstoolsportsbook. I deposited $500 in cash for the pay near me and when I placed the $500 no sweat bet about 15 minutes later, they suspended my account. They told me to send in a live picture of my ID and me holding this and I did for verification purposes. Five minutes later they locked my account and told me they wouldn't refund the money and decision is final. I reached out to the company multiple times, and they gave me the same answer. I've tried to explain to them multiple times and they won't listen and give me a predetermined response. I'm on a family plan with my husband, and son. This is what flagged the system.

  Business Response

  Date: 11/03/2022

  See Attachment.

• Initial Complaint

  Date:10/31/2022

  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.

  On Oct 22 2022 I logged into my wifes Barstool app to ****** some money. That same afternoon my wife bet $600 on the ** giants to win & they did. Right after she bet the $600 barstool suspended her account for fraud So since the ** giants won we now have over 1 locked in her account. We never did any type of fraud. We did use the same debit card to withdraw and deposit money to. But i was not aware that would cause our account to be suspended. I live off the money that they have. And all i want is my money thats in the account. My ******** sent barstool all required documents to get the account back and its still locked & suspended.

• Initial Complaint

  Date:10/31/2022

  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.

  On October 2nd I deposited $1,000 to place a bet. I won that bet and later that same day withdrew my money. I have not been paid my initial deposit or my winnings. I have been going back and forth with Barstool and my bank for 3 weeks. The transaction was showing as pending authorization for a week and then disappeared. I have filed a dispute for the charges with my bank as well.

• Initial Complaint

  Date:10/31/2022

  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.

  I was given an offer thru mychoice in regards to barstool app. I as well as a few friends did what was asked to simply download app barstool and register and then 50 my cash be added to mychoice account. However on the promo offer I have proof first didn't indicate you needed to add a promo code when you register and once you register you can't add it. So next day get same offer but it's saying must download app register and add promo code OHEARLY. Which wasn't in the first offer anywhere. Well I tried to do the chats for multiple days in row them saying they can't add promo either then saying escalate it to someone who might be able to. Days go by no info so I send an email. Explaining. I get a confirmation email back that they received my complaint. Yet no email or resolving it. So I chat again and they say they were still working on it. And they would escalate it again mind you each time they are insuring me it will be handled in 72 hours. Still nothing week later. I ask to speak to a manager or someone higher up in chat they literally told me there ***** that I can speak to give them few more days. So ask to escalate again. Then they sent me a link to request a call back cause all numbers on ****** for them can't be correct I called it goes straight to voice-mail nothing indicate this is corporate of barstool app. Well days later no call back either nor any reply from the voice-mail left at so called corporate numbers if you ****** barstool app corporate number. This is very unprofessional. They chat people are very rude you can not be done talking and they end the chat. And I'm not the only one my best friend is experiencing the same thing.

  Business Response

  Date: 11/04/2022

  See Attachment.