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:06/13/2024

  Type:Customer Service 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 6/9/24, I made an initial withdrawal request to my debit card which ESPNBet requested I provide what appears to be a 3rd party app a picture of my debit card showing my full name and last four of my debit card number or my bank statement. This 3rd party app has all kinds of disclosures you have to agree to for the use of your data during and after verification without limitation. Obviously, Im reluctant to provide this type of PII information for this 3rd party app to retain and use which Ill have no idea what happens to my info. When you request a withdrawal ESPNBet claims if there are multiple payment methods linked to your account their Operations Team will request info to ensure that the methods are in the players name and for the safety of their players funds. However, you can make deposits over and over using multiple payment methods and in my experience not one time did they ask me for copies of my cards/bank statements to ensure these payment methods were in my name they continued to accept my deposited funds. On 6/9/24, I made a subsequent withdrawal request via check and that request also they demanded copies of my cards/statements even thou I didnt want an electronic funds withdrawal. To my knowledge regarding the major sports books in my state there are none that make these type of request you release copies of cards/statements to process withdrawals. I just want my remaining funds mailed to my address so I can terminate my account with this sportsbook.

  Business Response

  Date: 07/09/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below.
  
  
  The patron requested a withdrawal on July 3, 2024. The request was held to verify that the withdrawal method belonged to the patron. Customer Support reached out to the patron on July 4, 2024, and July 9, 2024, requesting the patron submit a photo of their two cards that they used to deposit showing their full name and the last four digits. 
  
  They were told if the card requested is no longer in their possession, they can upload a bank statement showing their full name and the **** BET transaction from when the card was used to deposit.
  
  
  They were informed that once we have received the requested documentation, we will then be able to process their pending withdrawal. The patron has yet to submit the requested documents to Customer Support as of July 9, 2024.

  Customer Answer

  Date: 07/10/2024

  [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: 21843784
  
  I am rejecting this response because:
  The response ESPNBET sent back is consistent with their customer service I've received so far which doesn't address the customer concerns of being reluctant to release PII information to a 3rd party. These concerns have been echoed previously through complaints made by other customers as well that are reviewable publicly.  This makes no sense ESPNBET will allow you to make unlimited deposits without verifying payment methods but ONLY when you request a withdrawal are they concerned with verifying payment methods. So under their rationale a customer could make unlimited deposits using multiple credit cards as long as they are not winning/requesting a withdrawal ESPNBET is fine with not verifying anything in my experience. It's my assessment ESPNBET policy isn't to protect the customer if so they would demand copies of these payment methods while the customer is submitting deposits over and over and losing; however, this policy appears to only be in place to delay payment allowing a 3rd party app to have access to your data. What sportsbook other than ESPNBET does this demanding a customer release PII information by sending copies of their credit card/bank statement to a 3rd party app ONLY after they win and to my knowledge none. All I want is for ESPNBET to do the respectable thing and stop holding my account funds hostage because I refuse to give my personal data to a 3rd party app that has multiple disclosures you have to agree with regarding your data. My address on ESPNBET file is correct so please do the respectable thing mail my funds and close my account permanently. 
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/10/2024

  Penn Interactive has completed a further review of the complainants account in question. An overview of the update is below.

  After a review by the Risk team, a check was issued to the patron for their remaining balance. The check was issued on July 10, 2024, and will take between ***** business days to arrive.
  

  Customer Answer

  Date: 07/11/2024

  [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. 

  Thank you for processing the check on 7/10/2024 and I look forward to receiving it in the coming days.

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

  
  

• Initial Complaint

  Date:06/03/2024

  Type:Sales and Advertising 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 want to file a complaint against Hollywood casino because I am unable to reach anyone by phone and have been receiving mail from the casino for quite some time now when I actually only went there once on a bus trip and don't intend to go again but they are continuing to send me mail that I do not want to receive. I left a voicemail for their ******************** but I don't know if anyone ever received it because I have not heard back from them.

  Business Response

  Date: 06/27/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below.
  
  The patron's account preferences have been updated as of June 25, 2024. 

  Customer Answer

  Date: 07/10/2024

  [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:05/05/2024

  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.

  I ****** online on EPSN-BET. I made a parlay bet on *** game and the one player didnt play. I have had this happen in the past and the bet gets adjusted for o the right odds and gets settled on the players that did infact play. Now I ended up winning the bet and seen that the site voided the bet and just gave me my money back instead of paying me the winnings. So I contacted them and they said thats the house rules but in the past I have had bets with players not playing and it gets settled as a loss because one of the legs that the players played didnt win so they put it as a loss and keep money. So Im contacting you guys because they cant have it both ways. They are ripping me off and its not right and needs to be addressed. Thanks

  Business Response

  Date: 06/04/2024

  Penn Interactive has completed a review of the complainants account and transactions in question. An overview of the investigation is below. 
  
  On May 4, 2024, the patron placed a four leg Parlay Plus wager on a game scheduled for May 5, 2024.One of the players for which the the patron had selected a player prop wager did not play in the game, thus that leg was voided in accordance with the house rules C.6.4,  
  
  "Offers referring to individual player performances' in a single match (example: Total Points Scored by ***************) or confronting performances from 2 individual players during the course of a match (example: Which of *************** or Player Y will get most Rebounds), require all listed individuals to participate in at least one more play in the match, after bet acceptance, for bets to stand." 
  
  Because the bet was a Parlay Plus Wager, when one leg voids, all the other legs from that game will void as well, found in the house rules B.6.2b, 

  "one or more selections in a same game parlay portion of a Parlay+ wager are voided for any reason (for example, due to the selected player not taking part in the game), the same game parlay portion of the Parlay+ wager that contained the applicable selection will be voided, regardless of the results of the remaining selections of such same game parlay portion. The remaining selections in the Parlay+ wager will be graded in accordance with the Operators house rules." 
  
  Since all legs were from the same game, the whole bet was voided and the stake was refunded. The bet was settled in accordance with existing house rules at the time the wager was placed.  

  Customer Answer

  Date: 06/06/2024

  [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: 21669638
  
  I am rejecting this response because:
  
  I have played a lot of different betting apps and I have had this happen before with a parlay bet. One leg of bet gets voided and the rest of the bet gets adjusted. If one of the legs wouldve lost and that leg been voided it wouldve been a loss and I wouldve been out that money. The casino cant win both ways.that is a scam. I have had it happen before on other sites and the payout is adjusted. Only the one leg would be void. The rest would still play.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/04/2024

  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.

  On 4-13-24 I used a promo for espn bet that would match my first bet if it lost. I deposited $500 and lost the first bet. Then ESPNBET credited my account the $500 as they were supposed to. On 4-21-24 I tired to place a bet using those credits on and baseball game. The app would not allow me to place the bet. It gave a red warning saying insufficient funds. This happened even though my account showed $550 in it. I tried to call espn bet for support and after holding for half an hour on two different attempts they simply ended my call without ever talking to me. Then I attempted to email espn bet for support. I finally got a phone call and spoke with a person about my concern. He was able to verify that I indeed had the money in the account and could not explain why it would not let me wager it. He told me that someone would call me back before the game was to start so I could make the wager. That phone call never came. The game ended and I would have won the bet. Since 4-21-24 I have been in contact with espn bet at least 15 times and not once was anyone willing to help me. On 4-29-24 I spoke with a espn bet for over an hour explaining the situation and was again put on hold for half an hour waiting to speak with a manager. Finally the rep came back and said that no one would speak with me. He then told me that his manager would escalate this and I would get an email back. This was at least the fifth time I was told that someone was going to escalate the matter and I would get an email. Not a single time did this happen. I would get emails asking about their service and I would explain the issue and no one ever got back to assist me. I simply want my $500 returned to me. In my account I am showing a balance of $550. Had I been able to place my wager I would be owed $794.12. I am not even asking for that money. I just wish to be done with espn bet as this company lied to me countless time about getting a response from them.

  Business Response

  Date: 05/29/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below.  
  
  The patron was awarded applicable Bonus Credits for the '$1,000 Bet Reset Promo' on April 13, 2024. The reason for the "insufficient funds" error message was because the patron was not adding the Bonus Credits correctly to their bet slip and thus was trying to place the stake with their cash balance.
  
  The patron successfully redeemed the credits on May 12, 2024. The patron's account remains active. 

• Initial Complaint

  Date:04/11/2024

  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.

  I participated in a promotion that ran from 3/25 until 4/8 or 4/9 depending upon how you read the inconsistent Terms and Conditions of the promotion, with ESPN BET. It's either settled or not depending if you can trust a CSR that has no idea about what promotions it is, without providing them with screen shots. Who takes a screenshot of a promotion before they participate in it? We bet with good faith and we expect the same in return. Not only can I not get help with a CSR, they keep logging me out and ignoring my requests. Penn entertainment is part of this. to. Just working due diligence before I file a formal complaint with the MIchigan gaming control board.

  Business Response

  Date: 04/26/2024

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

  The patron participated in the 'Exclusive Second Chance Casino Bracket Leaderboard' promotion, which was offered from March 25, 2024 to April 8, 2024. The patron fulfilled the promotional Terms and Conditions and ranked 25th place, per the leaderboard. The patron received the $500.00 cashback promotional reward pursuant to the reward tiers described in the promotional Terms and Conditions. On April 11, 2024, the $500.00 was awarded and redeemed by the patron.
  
  On April 25, 2024, the patron's VIP Host contacted the patron to ensure that they were aware of the results of the promotion. 
  
  Attached are the promotional Terms and Conditions. 

  Thank you,

• Initial Complaint

  Date:04/01/2024

  Type:Sales and Advertising 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.

  My Name is *********************, and I am assigned PENN Play Number IX103951144. I joined PENN Play and have gambled exclusively at their casino for the past year because of one specific reward:"Annual complimentary stay at *************** in ******, ******* (at 25K Tier Points)" Please note - there is no "*" (Asterisk) stating that terms apply or that this is a BOGO offer. It simply states "Complimentary Stay". Recently, I earned my points high enough to be 25K points (for perspective, this means that I have processed $12,500 through slot machines on PENN Entertainment Properties. I was incredibly surprised when I received an email on February 8th (screenshot attached) which states:"As a Preferred Member, your getaway includes: A 2-night stay in a Fountain View Room at the ******************** when you purchase 2 nights at the casino rate" - this email was sent by: ************************* the email used for all PENN Play Correspondence. I called the number at the bottom of the email and was quoted a minimum of $600 to book the advertised complimentary package... and that was if my trip was by May 31 of this year. I have 2 months to plan and take a trip to the *******? That wasn't advertised upfront.The reward advertised is nothing like the provided services - especially when you take into consideration how much you must spend to earn the reward, and the fact that these stipulations "Must pay for 2 Nights to be given 2 additional nights" are not advertised.When I brought this up to PENN Entertainment's online chat, I was told: "Baha Mar is not an official PENN property. So therefore the benefits and rewards do not apply to that resort." - by **************** on 4/1/24. When I requested to speak to a supervisor, I was told "Unfortunately, a supervisor would not be able to further assist with this issue." After requesting again, I was told that they have the right to restrict my ability to contact their company at all. Shortly after, the representative ended the chat.

• Initial Complaint

  Date:03/29/2024

  Type:Sales and Advertising 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.

  On 3/27/24 I received an email from PENN Play. I do not recognize this entity and do not recall ever setting up any account or subscribing to any email that would be associated with them, however, the email contained my name as if I had provided private information. I suspect someone set up an account fraudulently in my name. If this is the case, I would like the details of whatever was created and get it shut down immediately.

• Initial Complaint

  Date:02/27/2024

  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.

  I received a check from Hollywood Casino Penn Interactive LLC to my address and name but I never opened up an account with them which means someone fraudulently opened an account. I cannot get ahold of anyone to speak with regarding this fraud. All of Penn Gaming and Hollywood Casino phone numbers just tell me to go to the website or leave a message or just disconnect.

  Business Response

  Date: 03/12/2024

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

  From the records located it appears the *** Hollywood Casino account was opened on July 20, 2022, with a final login on October 9, 2022. It appears there were multiple deposits and no withdrawals on ***Pay. The username and email address are both in the name of the account holder and match the former Barstool Sportsbook account which was created on November 7, 2022, with a last login date of November 8, 2022. There were no help desk tickets located for the accounts. 
  

  The *** Hollywood Casino was recently decommissioned as services transferred internally to Penn Interactive. Checks were mailed to all accounts with outstanding balances.
  

  
  

  Customer Answer

  Date: 04/02/2024

  Good Morning Heather,

  Thank you for getting back to me and for getting a response from ********************* from Penn Gaming.

  A year or so ago I received a few W2G for "slot machine winnings" from the company BetMGM.  I notified the company that an account was opened in my name and there are winnings that I am to report to the *** however I never went to their casinos.  They said they closed the account but I am not sure if they zeroed out the winnings with the ***.  My accountant said they should report to the *** a revised statement showing the fraud and the actual winnings of $0.

  Can you please find someone at BETMGM who I can connect with regarding this? I attached the statements I received as well as copy of police report.

   

  Thank you ,

  ****

• Initial Complaint

  Date:02/15/2024

  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.

  This is regarding the *** ****** event coming up on February 24th, specifically the ******************* vs ***************************** fight. This selection was added to ESPN Bet a few days ago upon my request after I spoke to a customer service representative on chat. It was then removed from the website fully, and when I reached out to representative ** on chat for a resolution, he offered no assistance, even though I had done the same thing earlier this week. ** denied reaching out to the back office team like the previous representative and also denied transferring me to a supervisor. I do a lot of business with ESPN Bet now, but I will be moving on if this doesnt get rectified, as there are way too many options to choose from with better customer service. Add this option back to the website, be more consistent with customer service, and discipline your workers to actually help customers instead of having an attitude because they dont like their job.

  Business Response

  Date: 03/01/2024

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

  The market referenced in the complaint was removed from the app temporarily by the Trading Team to review and reprice, in line with our House Rules below. 
  

  Section A. Conditions of Agreement, 1. Introduction
  4. The Operator reserves the right to make changes to the site, betting limits, payout limits and offerings.
  5. The Operator reserves the right to refuse any wager or delete or limit any selection(s) prior to the acceptance of the ******.

  
  

• Initial Complaint

  Date:01/29/2024

  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.

  Ive been reaching out to the support since Jan 2nd. They keep giving me the run around. They suspended my account when I won a bet now they are holding my winnings. I tried getting a hold of them via email, live ************ but theres been no resolution.

  Business Response

  Date: 02/26/2024

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

  On December 30, 2023, the patron signed up for an account with ESPN BET. On January 1, 2024, Penn Interactive became aware that the patrons account was sharing a device with other users. Multi-accounting and device sharing is a violation of Penn Interactives Terms and Conditions. 
  

  On January 1, 2024, all involved accounts were suspended. An email containing the reason for the suspension and instructions on how to remove the suspension, namely acknowledging the terms and conditions were provided to the affected accounts. 
  

  On January 2, 2024, the patron acknowledged the terms and conditions. Penn Interactive informed the patron that their acknowledgement was received and informed them that acknowledgements from all accounts involved are needed before they can remove any of the suspensions. 
  

  On February 20, 2024, all involved accounts were re-sent the suspension email in an effort to solicit acknowledgments.  Once all acknowledgements are received the accounts can be unsuspended.
  

  
  

  Customer Answer

  Date: 02/29/2024

  [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: 21217788
  
  I am rejecting this response because:
   I have responded via email, text & chat stating that there is not two players using my account. I logged into another phone because mine was not available. 
  
  Provided this information numerous times & no resolve 
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/28/2024

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

  As stated in the original response, [o]n January 1, 2024, Penn Interactive became aware that the patrons account was sharing a device with other users. Multi-accounting and device sharing is a violation of Penn Interactives Terms and Conditions. The device in question was shared by over five patrons.  Logging into an account on a device used by another patron is a violation of Penn Interactives Terms and Conditions. 
  

  The account remains closed.
  

  
  

  Customer Answer

  Date: 03/29/2024

  [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: 21217788
  
  I am rejecting this response because:
  I have already complied with what they asked me to do. 
  

  I dont know what more they want 
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/02/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below. 
  
  As stated in the previous response, [o]n January 1, 2024, Penn Interactive became aware that the patrons account was sharing a device with other users. Multi-accounting and device sharing is a violation of Penn Interactives Terms and Conditions. The device in question was shared by over five patrons.  Logging into an account on a device used by another patron is a violation of Penn Interactives Terms and Conditions. PSI requires all patrons involved in the lock to reply to the emails sent and acknowledge the terms and conditions. Once all acknowledgements are received the accounts can be unsuspended.
  
  Currently, the account remains locked, and has a zero balance.