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:01/27/2024

  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.

  Ever since Ive downloaded ESPN Bet, Ive been having issues with the app. From payout issues to horrible customer service, my experience betting on the app has been less than satisfactory. My recent issue is with customer service and more specifically and agent named ******************** Although every customer service agent Ive spoken with has been rude or unwilling to help, she unfortunately is the last straw. I opted in to several promotions that ESPN Bet had where they allowed bettors to place a Bet and if the bet lost, we could get our money back, which is called ************** Of course my bet lost and I was expecting to receive my money back in bonus bets. Unfortunately that didnt occur. So I waited a couple days because according to the rules, it stated the bets would be in my account within a set amount of hours. When that didnt occur, I tried to contact ESPN Bet through live chat and email. I waited almost 3 hours for live chat and it still showed that I was in the queue several spots away from speaking to someone. So instead I emailed them and still no one has yet to respond. So I let a week, a month pass and I still havent received what was promised. So this morning I contacted customer service through live chat and to my surprise, I was able to get someone pretty quickly. However, our conversation left a sour taste in my mouth. I will share screenshots of the conversation below instead of writing it out but in a nutshell, they were unwilling to give me my bonus bets back. I am finally coming to BBB to make a formal complaint against this company. ESPN should be ashamed at having this betting platform attached to their name. And until things change I will continue to complain. *** had payout issues regarding my winnings for a bet back in November as well as glitching in the app when making a bet. And for customer service to be totally unfair with following guidelines is beyond ridiculous.

  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.

  A full review of the account history and promotional details was conducted. It was determined that the player was correctly awarded for all promotions for which they met the criteria. Any promotions that the player opted-in to, but did not receive the award, was because they did not satisfy the requirements of the promotion.
  

  
  

  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: 21207828
  
  I am rejecting this response because its a flat out lie and your company is janky, thats why its name has changed several times already. 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/26/2024

  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.

  Complaint against Barstool Sports / ESPN Bet Here are the details of my complaint:About 12 months ago, I setup a barstool account for betting. Then my wife setup an account with ********************** a couple months later. We verified with the company that it was alright to have 2 accounts in the same household or my wife would have gone to a different site, without an issue. Barstool confirmed, there is no problem with it. So we both bet on the site for a month or so, without any issues. They were totally fine with us betting and losing money. Then my wife won on 1 of her bets, and tried to make a withdrawal, and the company shut down both accounts. They said it was fraud because we were using the same source to fund/withdraw money, which we were completely unaware of, and this was never brought up when we asked about 2 accounts. The company said due to the issue, we both need to verify our identities, and agree we will not use the same source moving forward. We both completed this about 9 months ago, our accounts have still not been activated. Support has told us our accounts are being reviewed for over 9 months. The company has been holding our money, about ~$1,500 for the whole time. Not sure how much because I have not seen my account in 9 months. It doesnt seem like a resolution will ever come. I would avoid using barstool sports / ESPN bet for betting purposes - unless you enjoy your money being held up for no good reason. Too many other good betting sites to waste your time with this site. I have had no problem with other sites.

  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 January 26, 2024, the patron provided the necessary outstanding identification and acknowledged the terms and conditions. The account is unlocked and active as of January 26, 2024. 
  

• Initial Complaint

  Date:01/22/2024

  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 signed up for the sports betting app out my bank info in there system to upload money to my account to place a bet on sports games that was on for the day I won $3600 and they closed my account right after I won and never told me why and I never did anything wrong and they said they will send a check within ***** business days and its been over a month and they still have yet to pay me or tell me any information about when I can receive my money

  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 14, 2023, Penn Interactive closed the patrons account in accordance with our Responsible Gaming policy after receiving a concerning message via customer support chat. The patrons account was escalated to the payments team to issue a balance remainder check. 
  
  On January 18, 2024, the patron chatted in and claimed that they did not receive the check. The matter was escalated to the payments team and they stopped the check. 
  

  On February 22, 2024, the payments team emailed the player a document request to verify the correct address to send the check. The patron has not yet uploaded. Once received, the payments team can verify the address on file and reissue the check.
  

  
  

• Initial Complaint

  Date:01/21/2024

  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.

  Please see screenshots of conversation I had with ESPN BET. Owned by Penn Entertainment. I had opted into a promotional offer through their site. Upon fulfilling the requirements I was then not credited according to the promo. (Which was TD insurance in games being played on 1/20)After contacting support I was subjected to a "service agent" who was as helpful as a brick. I want my site credit. I also want **************** to be subjected to disciplinary action. I did not curse or use abusive language. To be on a service chat that long only to have it be disconnected is absolutely pathetic.

  Business Response

  Date: 02/05/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below.
  
  The patron was correctly credited and redeemed $2.50 for the promotion they mention. The promotion states, "Place a cash wager on one (1) To Score a Touchdown player prop market available using either the ******* ****** vs.Baltimore Ravens game or ***************** vs. San Francisco 49ers game on January 20, 2024. If your bet loses, you will get 50% of your wager paid back in a Bonus Bet, up to $10." 

• Initial Complaint

  Date:01/18/2024

  Type:Billing 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.

  CANCELLED HOTEL WITHOUT **************** HAVE FLIGHTS SCHEDULED Reserved Junior Suite King room in Hollywood Casino *********, for 3 night(s). Room booked for *******************************. Confirmation number: PWGMGVBFR, Arrival date: 12/30/2023, Departure date: 01/02/2024, Check-In Time: 16:00, Check-Out Time: 11:00, Hotel Address: Hollywood Casino *********, 777 Casino Center Drive, ****************, **, ***** Per The above;Good evening, I made a reservation in October 2023 for four nights at your **************** ** property.The dates were 12/29/23 - 1/2/2024. I decided to review the reservation today 12/22/23 and noted its was cancelled. The property cancelled the reservation one week before my scheduled arrival date without notifying **** spoke with someone at the property today who indicated that someone attempted to contact me about the reservation. No one tried to contact me...if by phone (I have landline) no message(s) were left. No cell phone message or text message indicating reservation was cancelled.I am thoroughly discussed; I have flights scheduled for those dates and received no communication that the reservation had been cancelled. I can't cancel the flights. Who cancelled it and why?Didn't get email I didn't receive phone calls NOTHING!Respectfully?*******************************

• Initial Complaint

  Date:01/11/2024

  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.

  On 1/2/24 I attempted to withdraw $650 I had won and there was an issue with my account number and it was returned to them on 1/4/24. ESPNbet/Penn/Hollywood Casino refused to give me my $650 back despite it being held by them, they gave me the run around for a week, then they cancelled my account and claimed I was gambling irresponsibly as a form of being vindictive.

  Business Response

  Date: 02/01/2024

  **** 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 January 11, 2024, due to Responsible Gaming concerns. The patron's account will not be unlocked and **** Interactive has sent the patron a check with the remaining accounts funds as of January 30, 2024. 

  Customer Answer

  Date: 02/05/2024

  [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: 21131138
  
  I am rejecting this response because:

  I received the check and it is $120 short of the funds in the account. I sent all screen shots of the 2 pending bets when they suspended my account. They most certainly would/should have cancelled those bets if there were legitimate concerns of irresponsibly gambling. Furthermore an investigation should be completed into the employee who decided this and why it was decided. If there was an actual review of the account to spur this decision, it would have been very difficult to justify this decision. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/16/2024

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

  On January 11, 2024, the patron's account was suspended for making a Responsible Gaming comment in a chat with Customer Support. The patron was sent their remaining balance via check on January 30, 2024. **** placed prior to account suspension settled as wins or losses and were paid out correctly. The account remains closed. 
  

  
  

• Initial Complaint

  Date:01/11/2024

  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 funds are being held that I did not agree to. I asked several times for a solution and they failed to come to one that we both agreed on. The conversation was ended with me being unsatisfied. There is nothing in their policy that I agreed to them withdrawing my funds from my bank account and than not making the funds available to me. I never made it clear to them that I understood this problem before they ended our conversation.

  Business Response

  Date: 02/01/2024

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

  The patrons account has no record failed or currently held deposits or withdrawals. The account remains active.
  

  
  

• Initial Complaint

  Date:01/02/2024

  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 used their platform ESPN for a wager I requested to withdraw my funds owed to me totaling over $800. My request was pending for more than their 72 hours. I was asked to submit my ID my credit card information my email which I complied. I was told on 1/2 that my documents where approved and my withdraw would happen. I told the agent I had pending transactions on my bank account and do not want to bounce a payment because they continue to have my funds on hold. After that the agent suspended my account and when I go in there I cant see my funds another agent told me to look at my email that says my account is suspended. I did nothing against their policies I simply asked for funds owed to me. The agent closed my account without explanation and clearly did not understand that I was asking for funds owed to me that I requested since 12/26. I would like my funds of over $800 returned to me. They can keep the account closed but I want my money owed.

  Business Response

  Date: 01/29/2024

  Penn Interactive has completed a review of the complainant’s account in question. An overview of the investigation is below.
  
  This patron's account was suspended on January 3, 2024, and a check was mailed to the patron on January 4, 2024, for the remaining balance in their account. 

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair 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.

  Bet ESPN: the site offers insurance offers for 4+ parlays. The last few days I've had several bets that missed one bet and they don't pay out the offer. Customer service was reached out to ok chat and they are rude and hung up on me. Pendent multiple emails to bet ESPN and not a single response. I should have had 2 bonus bets yesterday and one today . Says to give 72 hours but the bets **** thing to show up. The site is a joke

  Business Response

  Date: 02/01/2024

  Penn Interactive has completed a review of the complainant’s account in question. An overview of the investigation is below.
  The attached wagers were reviewed by the Penn Interactive team and all were found to have settled correctly. 
  On December 31, 2023, the submitted wager was not eligible due to each leg of the parlay needing to be at -200 odds or longer per the Football So Close promotion.
  On December 30, 2023, the submitted wager shared was not eligible for the College Football So Close Parlay Protection due to more than one (1) leg losing.
  On December 29, 2023, the submitted wager was eligible and the patron was credited correctly for the College Basketball So Close Parlay/+ Protection. 
  The account remains active.
  
  

  Customer Answer

  Date: 02/02/2024

  [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:12/31/2023

  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 a email for promo of bet 5 dollars get 300 cash. I went to Hollywood casino in ********** ************ on 12/30/23. After driving an hour and half to get there, I waited in line for 4 hours to get Penn play card. Then placed bet and received 300 dollar voucher and was told to go to cash cage line. After waiting in this line for almost 5 hours, I was told to come back on 12/31/23. The casino was extremely ill prepared to handle this promo . 12/31/23 is last day to get cash back. I cannot take 3 hour round trip again and waste my day waiting to only be turned around again. So after 9 hours of waiting in line, I was turned around and told to come back. This promo was so badly managed. I would like the 300 cash added to my account. I've tried reaching out to espnbet and the casino to no prevail so I have turned to the BBB. Also here is my players # if this helps speed up the resolution at all. IX500051988. Thank you in advance for your help.