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.

  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:11/22/2024

  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 told I would receive the amount of my first bet back if I lost the bet, I lost , they never gave me the bonus bet amount , when I chatted regarding this they said because i got another promo bonus i was ineligible for the other bonus. No where did the promo say this . I then tried to cancel the service as no where on the website can you cancel . they then transferred me to several different people each asking if I'd like to cancel but it seemed to be a joke to them and I never was able to cancel the service here is a copy of my email

  Business Response

  Date: 11/27/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below.
  
  The promotion the patron is referring to is the '$1,000 Bet Reset' promotion. The promotion's Terms and Conditions state, "Players who place an Eligible Wager on an Eligible Game that settles as a loss will receive 100% of the Eligible Wager back, up to $1,000 paid in five (5) Bonus Bets each valued at 20% of the Eligible Wager."

  The patron's wager was not eligible for this promotion because they canceled the wager before it had been settled as a Loss. 
  
  Please see the attached Terms and Conditions for the promotion. 

  Customer Answer

  Date: 12/04/2024

  I wanted to cancel my subscription, to be taken out of there system that is all I requested. 

  Business Response

  Date: 12/10/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below. 
  
  
  Customer Support followed up with the patron as of December 6, 2024, in order to clarify their cancellation request.
  

• Initial Complaint

  Date:11/10/2024

  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 signed up for ******** on October 24, 2024, after seeing a promotion banner on my ********* account. The promotion promised a $100 bonus: $50 PENN Cash upon downloading the app and another $50 after making a $10 deposit. I thoroughly reviewed the promotional terms before registering, ensuring that I met all the criteria. However, upon entering the promo code PENNBUILDER during sign-up, I encountered an "invalid code" error. I immediately contacted **** BETs chat support, provided a screenshot, and was informed that this was a known issue. I was assured that if I completed the registration and made the deposit, they would manually apply the promotion to my account.Despite following these instructions and making the deposit, I never received the promotional bonus. I reached out to support multiple times over the following two weeks, and each time, I was promised that the matter was escalated and that my credits would be applied soon. However, support continually gave me the runaround, promising email responses that never came. Finally, on November 7, 2024, support representative ****** informed me that my account was ineligible because the promo code issue had supposedly been resolved on October 22, despite my registration occurring on October 24, as evidenced by my screenshots and metadata.Further investigation into this matter has revealed that my experience is not unique. After searching reviews on the App Store, it is clear that this is a consistent issue for many users. Numerous reviews detail similar experiences where customers did not receive the promised bonuses despite meeting all the promotional terms. Users report being strung along by customer support, with assurances of manual credits that never materialize. The repeated pattern of failing to honor promotions and providing misleading information to customers demonstrates a clear bait-and-switch tactic. This deceptive practice not only violates consumer trust but also constitutes false advertising.

  Business Response

  Date: 11/27/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below. 
  
  The promotion the patron mentions is the '**** BET New User $100 Builder' promotion. The promotion's Terms and Conditions state,
  "Players who successfully register for **** BET using Promotion code PENNBUILDER will receive $50 in PENN Cash. In addition, players who deposit $10 or more will receive an additional $50 in PENN Cash. PENN Cash will be rewarded within seven (7) days of registration and deposit. "
  
  The patron encountered an error when using the promotional code, but this was reviewed and manually corrected by the ************************************ on November 14, 2024. 

• Initial Complaint

  Date:11/09/2024

  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.

  They credited me with bonus bets for my second bet when it was supposed to be my first and customer service would not fix it. It is false advertisement and wrong. Because it was of a lesser value.

  Business Response

  Date: 11/27/2024

  Penn Interactive has completed a review of the complainants account and transactions in question. An overview of the investigation is below. 
  
  On November 9, 2024, the patron made their first deposit and placed two bets, the first of which was using **** BETs profit boost promotion. The patrons account was additionally eligible for the $1,000 Bet Reset promotion which states patrons who place an Eligible Wager on an Eligible Game that settles as a loss will receive 100% of the Eligible Wager back, up to $1,000 paid in five (5) Bonus Bets each valued at 20% of the Eligible Wager.  
  
  Because the patron's first ever bet was subject to a profit boost promotion, the patron's second bet was considered for the $1,000 Bet Reset promotion. 
  
  The terms of the $1,000 Bet Reset promotion state distinctly, "[a]ny Action Required (see Section 4) completed outside of the Promotion Period, or ****** that are settled using the live Cash Out feature are excluded from this Promotion. Unless otherwise specified by Sponsor, this Promotion may not be combined with any other promotional offer. Please see Section 11 for restrictions related to wagering the Promotion Offer. " 
  
  On November 9, 2024, the patron received their five free bets in accordance with the Bet Reset Terms and Conditions and the patron redeemed these free bets the same day.  
  
  The patrons account is now closed, and the accounts remaining balance was sent to the patron via check.  
  
  Please see the promotion's Terms and Conditions attached. 

  Business Response

  Date: 11/27/2024

  Attached please find the terms and conditions of the promotion in question. 

• Initial Complaint

  Date:09/30/2024

  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.

  Made a deposit on the new sportsbook site in ******** **** BET ,based on the add that said if I made an account and placed a bet they would give me 100 in bonus bets. After doing so and speaking to them I still have not received anything. They are telling me the add was from a third party,but the link sends me to ********. Seems convenient. I just want my first deposit returned at this point as the company's false advertisement is bad business

  Business Response

  Date: 10/10/2024

  
  Penn Interactive has completed a review of the complainant’s account and transactions in question. An overview of the investigation is below.
  
  On September 28, 2024, the patron placed their first bet for $20. Ultimately, this wager settled as a loss.
  
  The patron contacted Customer Support inquiring about the '$1000 Bet Reset' promotion. The chat agent explained that the promotion was not available in New York and provided the patron with the terms and conditions of the promotion. The patron also mentioned a 'Bet Anything Get $100' promotion. This was a former promotion from earlier in the year and Penn Interactive does not have any active similar promotions.
  
  While Penn Interactive cannot be certain as to exactly which television advertisements the patron has seen, advertisements referring to the '$1000 Bet Reset' feature a disclaimer that the promotion is not available in New York.
  
  Please see the attached terms and conditions for the Bet Reset promotion and the end card used in commercials for the promotion containing the New York disclaimer.
  

  Customer Answer

  Date: 10/11/2024

  [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: 22362416
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  Regards,
  
  
  
  Joseph Bandemer
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/24/2024

  Type:Order 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 had $840.17 in Penn Cash as well as Elite Status. ********* does not expire when you have elite status, but does expire if you do not play after 6 months. In April of this year, while I still had Elite Status, I played online with the sole purpose of extending my Penn Cash. I reached out to customer service agents at that time to further confirm that my Penn Cash would be extended - which they confirmed. I subsequently lost Elite Status and a couple months later my Penn Cash expired. It should have remained valid through October (6 months after April).I began reaching out to customer service two months ago and have had an extremely poor experience. Every agent 'escalates' my case but there is never communication via email or phone. 1-2 times a week I have to again initiate contact, week after week. Most recently I'm told that it has been escalated given the amount of Penn Cash and a response is pending.This is a cut and dry case - Penn erroneously expired my Penn Cash and have been dragging me along, wasting my time for the last two months. In addition to having my Penn Cash reinstated I should have additional Penn Cash corresponding to the 20+ hours I've spent over the last two months chasing this ******* Penn account number is ***********. Name: ****** ***. DOB: *******.

  Business Response

  Date: 10/11/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below. 
  
  
  After confirming with the PENN Entertainment Columbus property, the patron was awarded their owed PENN Cash on September 28, 2024. 

• Initial Complaint

  Date:09/19/2024

  Type:Customer Service 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 received an email offer for a free room. When I called to redeem the offer I was told that the hotel was sold out, this simply was not the case I chatted with them and she told me that the offer was auto-generated. I feel it was a false advertisement and a ploy I tried to book within hours of the offer

• Initial Complaint

  Date:07/30/2024

  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 my name is ******* *****, and on July 30th, 2024 I logged into my ******* account to use my bonus bet of $25 at 8 am. The bonus bet was set to expire at 9 am so I knew I had to use it before it expired. Unfortunately there was an error not allowing me to sign into my account. Every time I attempted to I was getting an error code. I tried multiple times until I gave up. Later in the day around 5 pm I tried to log onto the app, which worked. Obviously by then though my $25 bonus bet expired. I immediately contacted a customer representative by email letting them know of the issue and asked if the bonus bet could be reissued to my account. The customer representative denied my request and would not reissue my bonus bet. The email attached to my ESPNBET is the same one Im using for this BBB complaint: ********************* I have also put the request number in which the ******* representative denied me in the Account/Order/Tracking number category. Lastly, I am attaching proof of the expired $25 bonus bet which is in my accounts bonus bet history.

  Business Response

  Date: 08/29/2024

  Penn Interactive has completed a review of the complainants account and transactions in question. An overview of the investigation is below.
  
  
  On July 23, 2024, at 9 am, the patron received a $25 bonus bet for participating in the Home Run Party promotion. The bonus bet was set to expire after the 7 day period if not used. The bonus expired on July 30, 2024, at 9 am. 
  
  
  On July 30, 2024, at about 5:30 pm, the patron contacted Customer Support and said that they had forgotten to use the bonus and asked for it to be re-credited. The Customer Support agent informed them of another $10 free bet still active on their account and the expired bonus bet would not be recredited. 
  
  
  Occasionally, Customer Support will recredit expired bonus bets as a one-time courtesy while explaining that bonuses expire after 7 days. The patron had already been credited with a  one-time courtesy on June 4, 2024. 

  Customer Answer

  Date: 09/02/2024

  [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: 22068198
  
  I am rejecting this response because: I the consumer should not be at fault for the ******* app having technical issues. I understand bonus bets cannot always be reissued, however due to circumstances I should be reissued this $25 bonus bet. On the morning I attempted to use this bonus bet the ******* app was having issues in which I could not sign into my account. By the time I was able to sign into my account my bonus bet had expired. I could understand if I abused the system and have asked for multiple bonus bets back, but that is not the case. The last time I was reissued a bonus bet was in June nearly 3 months ago and that was under different circumstances. 
  
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/11/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below. 
  
  
  The patron was awarded the mentioned Bonus Bet on July 23, 2024, and had until July 30, 2024, to redeem the Bonus Bet. There were no widespread log-in issues reported between those dates that would have prevented the patron from logging into their account and redeeming the Bonus Bet. 
  
  
  Please see the screenshot attached that shows when the Bonus Bet was awarded and when it expired. 

  Customer Answer

  Date: 09/18/2024

  [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: 22068198
  
  I am rejecting this response because:
  On the morning of July 30th when I was attempting to sign into my account on the app so that I could use my bonus bet there was an error not allowing me to log in. Although this representative has stated there wasnt a widespread issue on that date this does not mean there wasnt a regional issue. I live in ******** and I was unable to access my account on that date. I even attempted to use a separate device. As well as switched between mobile data and WiFi in order to try signing but nothing worked. I was not able to properly log in until later that day and by then the bonus bet had expired.

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

  
  

  Business Response

  Date: 09/27/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below. 
  
  The patron's account was correctly awarded the bonus bet and the bonus bet expired after the full seven day period. There is no record of login issues for the service reported for the time period of July 30, 2024. 

• Initial Complaint

  Date:07/07/2024

  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.

  June 11, 2024 I made a first time deposit of $50 for a return of 200% on a first time users initial deposit. After I made the deposit I did not receive any bonus bets according to the company's terms of use for this promotion. I contacted customer support who stated that they would review the situation and provide a resolution. After numerous communication exchanges the company failed to honor their commitment to first time users of their platform. I have exhausted all avenues of getting this issue resolved. I later researched and found that there are customers across the nation with issues regarding this company and their services.

  Business Response

  Date: 07/30/2024

  Penn Interactive has completed a review of the complainants account and transactions in question. An overview of the investigation is below.
  
  On June 11, 2024, the patron made their first deposit on their account in the amount of $50.00. The $50.00 deposit was made outside a legal betting state and the region was marked in ***'s system as US-Default. To note, the 200% First Time Deposit Match promotion is linked to each of ***'s live state regions, any deposit made outside of these regions will not trigger the promotion. On July 7, 2024, the *** Marketing team manually credited the patron's account with $100.00 in eligible cashback, which is equal to 200% of the patron's first deposit. 
  
  Additionally,on June 12, 2024, the patron placed their first wager while in ********* and received ***'s $1,000 Bet Reset Promotion, which offers 100% return of the Eligible Wager to be paid in five (5) Bonus Bets, each representing 20% of the Eligible Wager. The eligible bet was $5.00, thus the patron received five (5) $1.00 free bets. 
  
  Based on the investigation into this patron complaint, Penn Sports Interactive believes that the patron was appropriately credited for the promotions applicable to their account. 

• Initial Complaint

  Date:06/25/2024

  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.

  My ESPN Bet account has been suspended and the funds on the account have been withheld for over a month. I have provided all the documentation that they have asked for, and yet I am still unable to retrieve my money.

  Business Response

  Date: 07/16/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below. 
  
  
  The patron's account was suspended on May 10, 2024, for violating ESPN BET's Terms and Conditions by depositing funds into their account with a method that did not match their name. Customer Support reached out to the patron on May 9, 2024, requesting that the patron provide a picture of their card showing their Full Name and the last four digits that they used to deposit as well as a selfie holding their valid government issued ID in order to unlock the account. 
  
  
  The patron responded on May 12, 2024 but failed to use the link in the email to upload the images. The patron was reached out to again by Customer Support on May 15, 2024, and May 16, 2024, requesting that they utilize the links in the email. 
  
  
  The patron failed to provide the documents following the correct instructions and the account was not unlocked. The patron later made concerning Responsible Gaming comments in a chat with Customer Support on June 25, 2024, and the patron's account was under review by the Responsible Gaming team. The Responsible Gaming team decided to permanently close the patron's account on July 9, 2024, and they were sent their remaining balance of $24.30 via check to their address on file. 

• Initial Complaint

  Date:06/16/2024

  Type:Customer Service 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.

  They use tier points to get you to come in and ****** and say that youre going to get free things and upgraded rooms and all of the above, etc. So I accrued the points last year to become an owner and it says that your points will roll over every year Well this is this year and I stopped playing, but they have dropped me down two tears and are saying that I didnt meet the requirements even though I did the year before and it says on the website that they should roll over