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:04/07/2025

  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 tried to create an account with this ********************** only to find out my information was used to fraudulently create an account already by someone else I have contacted Hollywood Casino for months now only for them to tell me every time they will send me an email and that is all they can do I have been waiting for months for an email to get this taken care of never received an email to resolve this while my information is being used by someone else on their casino I asked to speak to a supervisor supervisor, said the same thing Ill be contacted by email every time I contact Hollywood Casino again they say the same thing wait for an email this is very serious fraud issue with my information and no one from Hollywood Casino is doing anything to address it

  Business Response

  Date: 04/29/2025

  Penn Interactive has completed a review of the complainants account and transactions in question. An overview of the investigation is below. 
  
  After a review by the Risk Team, it was determined that this patron has duplicate accounts. This is a considered Suspicious Betting, as per **** BET's Terms and Conditions, which state:

  "Suspicious Betting includes, but not limited to:

  (vi) Where PSI reasonably suspects that you have opened duplicate Accounts or where it reasonably suspect that second or subsequent Accounts are under common control with your Account with a view to concealing the true worth, nature or pattern of ****** placed by you or on your behalf, even if second or subsequent Accounts are opened under different names".

  As a result, the patron's account is suspended. Investigation revealed that an account was created using a maiden name, and a second account was created using a married name. Both accounts have the same social security number and date of birth listed on the account. Investigation did not reveal any evidence that either of these accounts were fraudulently created.

  As the patron claimed that there was fraudulent activity occurring on their account, the account in question was suspended on January 19, 2025 and will not be reinstated. The duplicate account was closed as a business decision on March 21, 2025 and will not be reinstated.

• Initial Complaint

  Date:03/08/2025

  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 have an online casino account with *******/********************** which is partnered with Penn National **********. Active investigations involving malfunctioning games and games with illegal rule sets were/are in progress by the ****; games offered on their I gaming platforms. The Pennsylvania Gaming ************* requested transcripts from the I gaming platforms and 3rd party gaming providers. For a multi-week period in January 2025 and February 2025 I did not receive transcripts or proper communications, despite live chat support and supervisors within their apps. informing me that I was receiving them. ****** *. on 2/21 stated "The email has been sent to you twice, once by a supervisor and myself." Statements were also made that live chat transcripts would be received in my email box. On 3-4-2025 the **** ruled in my favor that the customer support team made changes to ******* on 1-20-2025 which prevented me from receiving live chat transcripts and possibly other communications. Shortly after the misinformation provided by ****** *. and me disputing it in a peaceful tone on 2-21-2025, my online account was locked and banned. Given the **** ruling that the Jowina D. and the supervisor relayed me incorrect information, I would like to request my account be unbanned. As an owners club member which was earned prior to the ban I am entitled to earn 1 tier point online and 1 tier point at the land based casino for 250 Penn Credits and 150 Penn Cash Monthly. This privilege appears to have been cancelled due to the misinformation provided by ****** *. and the supervisor. I would like to earn 1 tier point online and 1 at the land based casino to receive what I am entitled to receive while at owners club. I will accept a special accommodation of earning 2 tier points at the land based casino for 400 penn cash (the **** credits **** cash merged as **** cash monthly) if the online account cannot be reopened. I look forward to a response from the business. R.S.

  Customer Answer

  Date: 03/13/2025

  ** BBB for handling my case, and yes I confirm under penalty of perjury that all information in the report filed is truthful.  Several case investigators from the Pennsylvania Gaming ************* have already ruled illegal/unapproved rulesets were offered on games available on their I gaming platform, and the **** has assembled lawyers in 2 or more cases they reviewed and ruled in my favor.  I was told at least 2, but there could be more.  All information in the reports and emails I filed is correct, including authentic screenshots and  truthful explanation of events.  ** for confirming that Penn Entertainment is listed as the company; I do see that when they closed my account they sent a check with an address from Wyomissing, PA marked on the check.  I can confirm that my online account affiliated with Penn Entertainment was closed on the day I received communications from the I gaming live chat falsely claiming I was receiving chat transcripts/emails.  A case investigator from the **** ruled on 3/4/2025 that ******* was altered by the customers care team at ESPNBET/Hollywood ************************** partnered with Penn Entertainment on 1/20/2025 which prevented necessary communications that the **** requested.

   

  Business Response

  Date: 03/21/2025

  On January 20, 2025, the Customer Support team made a manual change in an internal Customer Support tool, which unknowingly impacted the sending of chat transcripts. As a result, between January 20, 2025 and February 26, 2025, chat transcripts were not automatically sent to patrons at the conclusion of their chat. On March 3, 2025, the patron was sent all chat transcripts for chats that occurred during the impacted period.
  
  On February 21, 2025, **** BET made a business decision to close the patrons account, and the patron was notified. This closure decision was not related to the chat transcripts issue, and will not be reversed.

  This action is within ********'s rights, as outlined in the Terms of Use:

  "(d) PSI may close your Account at its discretion, without having to provide any reasons, and where necessary on written notice to you using the contact details associated with your Account. Any balance held in your Account will be made available to you, provided that you have complied with these Terms.

  (e) Your sole and exclusive remedy in the event of termination of your Account is the reimbursement of any undisputed Account balance you may then have".
  
  The remaining balance on the account at the time of closure has been remitted to the patron.
  

  Customer Answer

  Date: 03/27/2025

  [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: 23037329
  
  I am rejecting this response because:

  The company has engaged in a pattern of unethical conduct by telling me and others that they self excluded themselves and withholding their funds for extended periods when doing so. Their live chat was dishonest when their agents claimed I was receiving chat transcripts and emails that the **** requested, and the account was closed by them on that day.  Their business is unethical, and appears to close accounts after earning rewards associated with higher tier levels.  ************* tells people they self excluded themselves and is dishonest in some of its statements, while at the same time has a diversity council and gives money for scholarships to things associated with ****'s per say of information on google.  Given the company's history of falsely stating that I self excluded myself on a property at times when certain rewards were earned, I have reason to believe that racial discrimination COULD be a factor; given that myself and others were impacted.  Also, my account was closed in the final week of a 1 million monopoly promotion in which the grand prize was partly based on play online and at the casino.
  
  
  Regards,
  
  ****** *. S******* Jr.
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/26/2025

  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.

  So about 8 months or so ago how, ******** removed all my promotions. I reached out to customer service and they said theyre constantly monitoring things with a system and theyre always checking things and my promos might return after awhile. Well they never did. And every time I reach out they just give me some script and no real answers. I just want someone to look into my account and give me my promos back. Im a loyal user on ******* and dont abuse the promos so there is no reason why I shouldnt have my promos. Can someone please help? Appreciate yall!

  Business Response

  Date: 03/19/2025

  On May 21, 2024, the patron's account was flagged for Bonus Abuse. After this date, the patron was denied from promotions on the platform. The patron was informed that our sportsbook automatically monitors and analyzes gameplay across the entire player database. On occasion, this analysis could trigger certain limits on patron promotion capabilities due to a myriad of reasons. 
  
  **** BET's Terms and Conditions states the following regarding bonuses:

  "(v) PSI reserves the right to refuse or limit any ****** or bonuses (for example by setting minimum and maximum amounts which will be set out in the Betting Rules, or by setting wagering requirements), or change such limits, at its sole discretion for any reason whatsoever without notice to you."

• Initial Complaint

  Date:02/04/2025

  Type:Billing 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 was comped a $100 meal voucher. I chatted with Margaritaville online on how to use the meal voucher. I was told by a member of Margaritavilles staff that I could use the restaurants or room service and charge it to my room. When charged to my room, it would use the $100 meal voucher. Upon check out, I was charged $100. The casino is blaming me for their employee and refusing to refund my $100.

• Initial Complaint

  Date:01/25/2025

  Type:Billing 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.

  On 01/25/2025 I won $3,200 on ******* and withdrew funds to my account havent even been 5 mins and funds were deposited back onto they site without my consent I reached out to customer support notifying them what happened I believe someone logging into my account and used the funds I was told basically they couldnt cancel pending transactions on my account Im highly upset with Penn Entertainment, Inc. for not being able to help me account also has been suspended

  Business Response

  Date: 02/10/2025

  Penn Interactive has completed a review of the complaint and transactions in question. 

  A review into the patrons activity revealed that there was approximately one (1) hour and forty-five (45) minutes of casino play on January 25, 2025. On that day, there were no single wins in the amount of $3,200.00. There were also no single withdrawals made for $3,200.00.  All withdrawals on that date were successfully completed, with none being cancelled by the patron or **** BET.   
  
  Further investigation revealed that all the patrons log ins on January 25, 2025, were done from the patrons home address, using two devices they have been using for multiple months.  
  
  The patron's account was suspended on January 25, 2025, for Suspicious Activity due to false claims regarding their account. To regain access to the account, the patron was asked to agree to the Terms and Conditions. The patron agreed to the Terms and Conditions on February 4, 2025, and the account was unlocked. 

  Customer Answer

  Date: 02/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******
  
  

• Initial Complaint

  Date:01/24/2025

  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.

  Hello, on November 14th, 2023 I logged onto the ESPNBET Sportsbook app which is attached to the email ******************* I discovered that my account had been suspended for no reason and the suspension seemingly came out of nowhere. I was told I needed to verify my identity so I did. In fact I submitted all necessary documentation to verify my identity three times. But ******* never responded to my request. I attempted to verify my account for a month but when ******* would not respond I gave up attempting to get my account reinstated. The reference number for this request was *******. Now on January 24th, 2025 I attempted to use ESPNBET Sportsbook again. This time when I signed in it said that my account was permanently closed. I never did closed my account. Nor was I informed that my account was going to be closed by *******. I would like to have my account reinstated or be able to open a new account since the old one was closed. Attached is the prior email conversation from 2023 where I submitted all documentation to verify my account but ******* never responded. Also attached is the notice of my account being permanently closed. Lastly, I am attaching my conversation with live chat support from today January 24th, regarding my account being closed.

  Business Response

  Date: 02/07/2025

  Following an investigation into potential multi-accounting, the patrons account was permanently closed on November 14, 2023. The patron was notified by Customer Support via email on that day that their account had been permanently closed. The account was deemed to be in violation of **** BETs Terms of Use, specifically:
  
  (c) You are fully responsible for all activities that occur under your Account. You shall not allow another person to access and use the Services using your Account. You are responsible for keeping your username, password and all log-in details confidential and you may not share your Account or password with anyone. You shall not attempt to access or use the Service by means of another persons Account. You agree to immediately notify *** of any actual or suspected unauthorized use of your Account or password or any other similar breach of security. *** will not be liable for any loss you incur due to any unauthorized use of your Account.
  
  As specified in the Terms of Use, ******** reserves the right to suspend or terminate an account if it is suspected to have breached any of the Terms of Use, Betting Rules or any Governing Documents.
  
  In addition to the initial email on November 14, 2023, the patron was informed that their account was permanently closed on November 19, 2023, and again on January 24, 2025. There were no communications between the patron and **** BET Customer Support in 2024. A paper cheque with the remaining balance on the patrons account was mailed to the address associated with the account.

  Customer Answer

  Date: 02/12/2025

  [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: 22853781
  
  I am rejecting this response because: I never received any communication about my account being permanently closed. I showed all prior communication with ******* and in none of those emails did customer support inform me that my account was closed. If it is true that I was informed then I would like to see documented proof of communication in which I was emailed regarding my account closure. Second, I have never used multiple accounts as I never once used the ESPNBET Sportsbook. In fact when ******* was first released I tried to sign into my account and it was apparently suspended right from the start. The only reason I could think this would be possible is if I was suspended on Barstool Sportsbook( ESPNBET predecessor). Either way I never violated any terms on ******* Sportsbook since I was never able to use. Last, I also never used multiple accounts on Barstool Sportsbook. Obviously some sort of misunderstandment has occurred here. When I first found my account was suspended when ******* released I tried to get the situation resolved. Customer support told me all I had to was verify my identity with my drivers licenses and documents. I did exactly this, but now I have been accused of using multiple accounts and am permanently banned. Which I did not even do.
  
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/17/2025

  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 nature of this complaint is related to an issue with an exclusion from Penn Entertainment properties. I had an **** Bet account and decided I wanted to close that betting account. I thought I just closed the account but apparently I hit the self exclude button. This caused me to get removed from the premises of one of the Hollywood Casino properties. I was completely unaware of any issues related to going on any of their properties. I have reached out to online agents and they say that there is nothing they can do. They all have said that it is due to an agreement with the state. I have talked to Hollywood Casino and they say its an internal issue and I can resolve if I speak to someone at corporate. The corporate forces you to leave a voicemail and says it is regularly monitored and someone will reach out. I have done that with no response. I have also sent emails without a response. I followed up with PA gaming board and WV Lottery and they both have said my name doesnt show up on any of their exclusion lists. I seem to be making no ground on getting this resolved as I would like the ability to go to the casino from time to time for some of their events and such. It is a major issue that there is absolutely no way to get in contact with any actual people for help. Hollywood Casino doesnt even have the corporate number on hand or anyone to contact from their end in order to try to help get this resolved either.

  Business Response

  Date: 01/28/2025

  Penn Interactive has completed a review of the complainant's account and the transaction in question. An overview of the investigation is below.
  
  On February 25, 2024, the patron initiated a five-year self-exclusion on ********. As part of the exclusion process, the patron must acknowledge the following:
  

  This exclusion will prevent you from accessing this or any other PENN Entertainment, Inc. owned or operated online real money gaming product and physical casinos for the specified time period selected.  If you would like to exclude yourself from **** BET and Hollywood Casino, you will need to provide the following: 
  - The period of time you intend to exclude yourself (1 year or 5 years) 
  - Your full SSN 
  - Acknowledgement, waiver and release  
  

  Once ESPN BET and Hollywood Casino accepts your self-exclusion request, you will not be permitted to place a bet with **** BET and Hollywood Casino in any jurisdiction and all open bets will be cancelled. All funds associated with your account will be returned to you by check. During the self-exclusion period, you will not be able to login to your account and you will not receive any email or texts from us other than to confirm the self-exclusion process. All bonuses and promotions will also be forfeited. 
  
  As per the conditions of the self-exclusion, the patron will not be able to enter any PENN Property until the five-year self-exclusion expires in 2029.  

• Initial Complaint

  Date:01/16/2025

  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 place a bet and won and they close my account and never gave the money I won

  Business Response

  Date: 01/28/2025

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below. 
  
  On September 6, 2024, the patron's account was suspended for violating **** BET's Terms of Use regarding multi-accounting. As per the Terms of Use, ******** reserves the right to terminate accounts that violate these terms.  
  
  PSI attempted to identify the wager in question but were unable to observe any errors in the payout of ****** won by the patron.Further, the patron was unable to provide a bet ID for the wager in question to help facilitate the investigation into their complaint and wager in question. On January 16, 2025, the patron was sent the remaining funds in their account, which totalled $11.04.
  
  Please see **** BET's Terms of Use attached.

• Initial Complaint

  Date:01/10/2025

  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 am an ******* resident who made bets through **** BET owned and operated by PENN ENTERTAINMENT. I disputed a deposit I made back in November. I thought I was double charged at the time. Due to this, **** BET locked my account out. I reversed the dispute back in mid November of 2024. I went down to my bank to do this, got the official documentation, and filed it with ********. About 10 weeks have gone by now, where I have reached out to customer support weekly to get my account reopened. They have blown me off every time and said that they are working on it. I reached out today to close my account with **** BET and get my $200.68 back which is locked in to the account. They said they can not get my money back to me until my account is unlocked. In conclusion, **** BET has taken $200.68 from me which I have been unable to access for over 2 months now. There has been no actions made on their part to get my money back, and I just want my money back from them. I have official documentation of all of this.

  Business Response

  Date: 02/07/2025

  On November 21, 2024, the patron disputed a charge on the account, which led to the account being suspended. This activity is a breach of ********'s Terms of Use. The patron was informed of this suspension on November 24, 2024, by Customer Support.  

  As per **** BET's Terms of Use: 
  

  (a) Chargebacks. You agree, warrant and represent that no chargebacks or other cancelation of deposits will be made relating to your Account without PSIs consent. In the event of any of the foregoing occurring, you agree to indemnify PSI and hold it harmless against any costs, claims, damages and expenses arising in connection therewith and to refund and compensate it for any losses it would otherwise incur arising from such actions including any expenses incurred by *** in the process of recovering such amounts".
  
  The patron was informed of the suspension on November 24, 2024, by Customer Support.  
  
  The patron claimed that this dispute was made in error, and was informed that they would need to contact their bank to get this resolved. The patron reversed their dispute, and ******** received confirmation from the payment provider that the dispute was successfully reversed.  
  
  The patron's account was unlocked on January 15, 2025.  

• Initial Complaint

  Date:12/02/2024

  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.

  Hello, Im filing this BBB complaint in regard to my ESPNBET Sportsbook account, which shares the same email I am filing this complaint with ********************* On July 7th, 2024 my account became restricted from making withdrawals. ******* requested that I upload pictures of the debit card ending in the last four digits of 6982 which is the one I made deposits with and to show my full name and last four digits on it. This was not possible however since the card is a digital card and does not show my name on it. The other alternative they requested was to upload my bank statement showing my full name and the ESPNBET transactions from the card ending in 6982. This proved difficult to do as they would not allow me to send the *** of the bank statement over email. They will only accept documents from the link they provide to upload. The problem with this system is that their link only accepts photos and not *** documents. The link also only allows you to upload one image at a time therefore it is impossible for me to upload the required documents when I need multiple screenshots such as my name and the transactions from the card ending in 6982 on the bank statement. I will be attaching screenshots of my email conversation with ******* in July. Since July I have only been using my *************** Account ending in 4633 to make deposits with the Online Banking deposit method. Weirdly after waiting a while, in September my ******* account was able to make withdrawals again I will even be attaching proof of this with my most recent accepted withdrawal of $84.12 on November 19th. Sadly though on November 30th my account has again been restricted from making withdrawals even though I havent used the card ending in 6982 since July. Attached is the *************** statement from June and July which shows the last 4 deposits I made to ******* with the card ending in 6982. These transactions occur on June 27th for $30, July 2nd for $20, July 5th for $35, July 5th $150.

  Customer Answer

  Date: 12/06/2024

  ******* from the BBB has incorrectly asserted that I made a duplicate of the same dispute. This is incorrect. I had a previous BBB complaint months ago towards the same business, Penn Entertainment **** regarding bonus bets on their Sportsbook *******. The complaint I filed on December 2nd with the ** ******** is a completely different matter that I am disputing. Currently Penn Entertainment *** has $674.35 of my money stuck their app ESPNBET as they have restricted my account from making withdrawals. Therefore I cannot withdraw these funds back to my bank account. If ******* or another representative from the BBB compares this complaint to the older complaint you will see that these are disputes of two completely different matters. Please review them as these are not duplicate disputes. 

  Business Response

  Date: 12/19/2024

  Penn Interactive has completed a review of the complainants account and transactions in question. An overview of the investigation is below.  
  

  On December 18, 2024, following a review from the Risk team, the Payments team was able to get clearance to process the patrons withdrawal. The Payments team notified the patron of this decision to forgo the upload requirement. The patron is in receipt of their funds at this time.