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.

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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: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 downloaded the app and deposited $20. I decided to change my withdrawal account. I submitted the documentation requested. Several times I uploaded my Id my bank card. The top of my statements. I won $70 and $130 And they are holding my funds and keep requesting more personal information.

• 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.

  The casino app states instant withdraw of funds. I gambled and wanted to cash out $2700. Its been three days of asking what is happening. They keep saying it will be resolved as soon as possible and than they end the conversation. Today the suspended my account and the only response I get is someone will reach out to me. My username is Noochie45. And the last conversation had a request #*******.

  Business Response

  Date: 11/04/2022

  See Attachment. 

• Initial Complaint

  Date:10/31/2022

  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.

  Over the last month, as part of VIP, I was receiving deposit matches on my account. Randomly without any notice after spending a large amount of money, I was told that they could suddenly not match ***********. There was never any indication of an end date for this deposit match and at the very least a notice should have been made that after X date the match would stop, so I could adjust my playing accordingly. Instead I played expecting a match and for the company to randomly stop after I spent the money is kind of disturbing.

  Business Response

  Date: 10/24/2022

  Please see attached.

  Customer Answer

  Date: 10/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The response from the company acknowledged my complaint and simply repeated what I had already stated. They made no attempt to fix the issue. I already know that the customer rep said I did not qualify for the deposit match. The issue is that up until a random point in time I was being eligible for the matches.  Then they randomly stop after spending a large amount of money over a couple days is the issue. The rep who issued the last deposit match should have stated, this is the last time we can match so that I would have adjusted my play. It's dishonest that the rep would have known this and waited until I spent more money before telling me of this change.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• 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.

  I deposited $3,000 into my account on the Barstool Sportsbook app and around a week later, I tried withdrawing $495 from my account. Barstool then suspended my account because I did not make enough bets before attempting to withdraw the money, despite the fact that I have collectively lost over $1,000 on their sportsbook. In order to reinstate my account, the Barstool team wanted me to acknowledge that I understand their policies, to which I responded with my acknowledgement and also followed up several times thereafter. The customer service team stopped responding to me and never reinstated my account despite my numerous messages and accusations of what appears like theft to me. I tried disputed the $3,000 of charges with my credit card company, but Barstool fought the dispute requests. I would like my $3,000 returned to me or I will need to file a complaint with the Virginia Lottery Gaming ************************************* since I believe Barstool's actions to be considered fraud.

• Initial Complaint

  Date:08/26/2022

  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.

  Barstool sportsbook. I deposited $1000 and won several bets. I was able to withdrawl $1200 with no issues. I kept winning some more bets up to about $3000 in winnings and tried to withdraw again. They locked my account saying i needed to verify (which was done when signing up)??? I sent in a selfie with my DL and a photo of my debit card. Yesterday they asked for a photo of my debit card again. I only get boiler plate answers on the chat. the have no phone number....email is useless. I guess this is my fault not researching them before signing up. The are countless others in the same situation as me.

  Business Response

  Date: 09/19/2022

  Please see attached.

  Customer Answer

  Date: 09/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  All items were resubmitted as asked.  ************** even after Sept 8th.   Not sure what else I can do?

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

• Initial Complaint

  Date:08/03/2022

  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 received three offers in my MyChoice app for 4 free Nights at ********** Las Vegas, $500 upfront Free Slot Play, $700 in Dining Credit, & 2 Free Show Tickets, for the months of Sept, Oct, & Nov.  As such, my guests and I booked non-refundable flights from St. Louis & Dallas to Las Vegas based on those offers. I happened to look at my app and saw those offers were no longer listed. I did not receive any communication from Penn Gaming. I called and am now being told those offers have been rescinded. I do realize that offers can be removed at any time. However, I cannot imagine that it is Penn Gamings business practice to rescind offers that have already been booked. This is not acceptable, as the offers are the ONLY reason my guests and I have spent close to $2k to come back to LV in Sept & Oct.  I have spoken to several people who keep telling me I need to send an email to someone else. I have gotten no response to those emails and there is no telephone number to the corporate office, who I am told is the office who rescinded the offer and has the authority to make this right. I kindly request the $500 Slot Play and $700 be added back to my account for each trip have already booked, or we be compensated for the flights we have purchased. I can provide receipts for each of the 6 round-trip flights. I can be reached at ************ for questions.

  Business Response

  Date: 09/12/2022

  September 7, 2022 

  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office. 
  ****** reached out stating that some of her offers were no longer showing up including a hotel  stay. A review was done of her account and there has not been an offer offered by  ***************.com. Most offers were free slot play between five and fifteen dollars. The  offers may have been exclusively given by a Penn Entertainment casino property, in which  ****** would have to reach out and see if there was a way to get the offers again. 

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

  
  

  Customer Answer

  Date: 09/12/2022

  [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:  The complaint was clearly against ********* Las Vegas.  I have since used my September offer.  However, I still have October and November offers for ********* Las Vegas that I have booked.  As long as I have no issues with those, I will be fine with closing this complaint when I return from my November trip.
  
  
  Regards,
  
  
  
  ****** ******