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:12/31/2023

  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 won a bet last night on ESPN Bet. and today it saw that I lost. The best was for BOTH to pass for over *****. Combined they passed for 570 yards. I know they werent eat supposed to throw for ***** because I bet on that and the bet said for EACH player to pass for over ***** yards. Their customer service is saying that those are the same thing but first of all why would the have the same bet just worded differently 2nd all the other bets say each. Why would this one be the only one that doesnt say each player. I have reached out to the customer service department and they say they mean the same thing. I do not agree.

  Business Response

  Date: 01/30/2024

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

  The patron will be been sent communications directly from **** Interactive with a resolution and an account credit for the specific wager concern mentioned.
  

  
  

  Customer Answer

  Date: 01/31/2024

  [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: 21075148
  
  I am rejecting this response because:
  They gave me 5 $20 CREDITS and the $20 I spent. By them offering me this it shows they should be doing something for me. Why would you give something for no reason or to just get me to drop the issue. But this is not the amount I would have won or agreed with. Im not asking for anything more than the amount I won. 
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  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 30, 2024, the patron was provided a credit for the original stake of the wager in question and was provided additional bonus bets as a courtesy for any inconvenience. The account remains active.
  

  
  

  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: 21075148
  
  I am rejecting this response because: I want the money that should have won. I am not excepting the credit. That is not close to the amount I won. I have provided what each bet said and one bet clearly says each player and the other doesnt.
  I am glad I can help other ******* out because now all bets say each player. 
  

  I want what I should have wont not what you want to give me. 
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/26/2023

  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 account was restricted and I’ve had several different agents talk me “someone from the internal team will help you” . The restriction is based on “suspicion of multi-accounting” which is not true. I spent my money and patronized this company and it is like I’m getting a slap in the face. I win money in the amount of $315 and cannot withdraw because my account is on hold.

  Business Response

  Date: 01/23/2024

  Penn Interactive has completed a review of the complainant’s account in question. An overview of the investigation is below.
  
  The patron's account was suspended on December 23, 2023, for suspected multi-accounting and device sharing, which violates Penn Interactive’s Terms and Conditions. On December 28, 2023 all accounts involved were asked to reacknowledge Penn Interactive’s Terms and Conditions in order for the accounts to be unlocked. As of January 6, 2024, all involved accounts are unlocked.

  
  

• Initial Complaint

  Date:12/19/2023

  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 November 6, 2023 I saw an ad from ESPN Bet/Barstool indicating that there was a promotion for a deposit match dollar for dollar. I decided to make a deposit from my account in the amount of $500, which was deposited to your platform with no issues. I noticed that the $500 match was not included in my balance and thus decided to withdraw my $500 deposit. I never made any bets or gambled and decided I changed my mind. I requested the $500 be returned to my deposit source in my banking account. The transaction went through, and the transaction report (attached) indicated that the funds would be returned in 5-7 business days. When this did not occur, I immediately contacted the live chat and was told to be patient that things were backlogged. I was patient yet I never received my $500 back. I again tried to utilize the live chat and again was told to be patient. I then tried calling the support phone number and never could get anyone on the phone. Each time the voice message said to leave a name and phone number, and someone would contact me. I never got a call back from anyone nor was my money returned. I again reached out to support through the email [email protected]. I was furious and advised that I was going to report this issue to the Michigan Gaming Control Board and contact the local media problem solvers as I felt this was very egregious at best. Shortly after this message I received an email reply that my account was suspended. Now I'm really confused as to why my account was suspended on a platform that I only made a deposit and requested a withdrawal from. I again sent an email requesting information on the status of my deposit of $500 being returned and then was asked for the credit/debit card utilized to make the deposit as well as other identifying information which was supplied. As of this complaint on 12-29-23 I still do not have my $500 returned to my account. I made a post on X about this and mysteriously I get a reply but still no money?

  Business Response

  Date: 01/22/2024

  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 November 4, 2023. The request was delayed due to temporary backlogs caused by heavy traffic. The patron submitted a dispute with their provider on November 29, 2023. While the patron later reversed the dispute, disputes create an often lengthy documentation process.
  

  As of January 19, 2024, following the confirmation of the closure of the dispute and investigation, Penn Interactive’s Risk team credited the patron as of January 19, 2024. The patron is in receipt of their funds. 

• Initial Complaint

  Date:12/18/2023

  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 have been contacting ESPN Bet for over a month to get my account activated. They asked me multiple times to provide a picture of myself and my id. Each time I have done so but I have yet to receive any update. So I contact them today and they say I dont have an id pictured on my account. So what have yall been doing with my information? I even have the transcripts from conversation with representatives saying they received my info but yet now they say I have nothing on file. My next steps are getting the courts involved as its been a month and you all have yet contacted me once to try to resolve this

  Business Response

  Date: 01/22/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below.
  
  The patron's account is complete and no outstanding documentation is required.  The last login on the account is January 4, 2024. 

• Initial Complaint

  Date:12/14/2023

  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.

  This is an issue with their subsidiary ESPN BET which they just opened up ESPN BET [email protected] I opened an account with them on the 14th of November and deposited $1000 into my account. I placed a single bet of 10 cents. Won. Decided gambling is not for me so I decided to cash out my money. After I tried to withdraw, my account was suspended and I’m unable to use the account at all, and I am not able to use my account or access any of the money I deposited into the account. I have contacted their support chat over 10 times now and have gotten no answer except it is escalated and it will take 24-48 hours for a response. Never any follow up emails. I have contacted their escalated email for locked accounts, and no response after 15 days and multiple emails. I have called them and the line is only good for voice mails and call backs and after 15 days still no response from that. I have messaged their ******* support over 20 times and they keep saying we can’t do anything about it. At this point it has been over 2 weeks and nothing has been resolved and this company is holding my money hostage. I just want my money back and my account closed as I no longer want business with them. But they have NO SUPPORT so I can’t even solve this issue and it’s very frustrating cause they are holding this money from me and I have received 0 actual responses from their team I will upload various emails and chats I have sent their team. All without proper response

• Initial Complaint

  Date:12/14/2023

  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 have tried contacting "ESPN BET" ([email protected]) via email, website, and social media, (******* *), to assist me with my situation and resolve this matter. I have received no assistance other than being told that my case would be "escalated". Thereafter, the communication stopped and I received no follow-ups. Their support team leaves a lot to be desired, respectfully. I do not have an account with ESPN BET, nor do I ever plan to. I now look here for assistance after seeking advice on how to deal with a company who showcase a lack of communication. The BBB as well as the NJ Gaming Commission will be contacted. Request#s for reference: ******* & ******* My inquiry: There's multiple transaction charges that appears to be subscription charges or the like appearing on my bank statement. I contacted you via social media then was asked to download the app and contact "live support" with the same information. I tried the latter, but as I wait in line to be attended to the chat abruptly ends due to inactivity. Card Type: ********** First 6 Digits of card: ****-** Last four Digits of card: **** Expiration Date of card: ***** Card ***************

  Customer Answer

  Date: 12/26/2023

  You can cancel this complaint. We are communicating via email. Thank you 

  Business Response

  Date: 01/02/2024

  As indicated in the patron's complaint, they do not have a registered account on Penn Sports Interactive's platform. At this time, we are unable to assist this patron with their general complaint regarding our organization.

• Initial Complaint

  Date:12/10/2023

  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.

  I made two bets one of them January 5 in 2023 for five dollars at the ************* would win the *** cup. The other one I made in September for the ****** to win the ***** ****.. yesterday I won the first bet which was a payout of $310. That was deposited into my account.. I tried to login today and it says my account suspended so I called in and which nobody could give me any information on why my account is suspended. I asked to speak to a manager and I was told there wasn't a manager and even if there was a manager they wouldn't be able to help me either. I spent more than 30 minutes on hold waiting for a call to connect. At this point nobody can tell me why my account was suspended so the only thing I can assume is that because I won they suspended my account which I still haven't opened bet on. I want my account deleted and what I would've won on my second bet which is attached to be given to me.

  Business Response

  Date: 01/18/2024

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

  The temporary suspension referenced in the patron’s complaint was initiated on December 10, 2023 and lifted on December 14, 2023. As of January 13, 2024, the account has been closed at the request of the patron. No funds remain in the account.

  Customer Answer

  Date: 02/06/2024

  [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: ********
  
  
  
  I am rejecting this response because the company NEVER gave a reason why i was suspended in the first place after requesting the reason more than 10 times.   I ended up closing my account because i was afraid i would be suspend for no reason again.   The only reason I can think of was because i won bets instead of lost as that is the ONLY change to my account before getting suspended.
  
  
  Regards,
  
  
  
  **** ****** 
  

  Business Response

  Date: 02/21/2024

  Penn Interactive has completed a review of the complainant’s account in question. An overview of the investigation is below.
  
  The temporary suspension referenced in the patron’s complaint was initiated on December 10, 2023 and lifted on December 14, 2023. As of January 13, 2024, the account has been closed at the request of the patron. No funds remain in the account.

• Initial Complaint

  Date:12/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Penn Entertainment (PENN on ******** which is formerly Penn National Gaming, owns ESPN BET, an online sports book that has an app available to Ohio Residents. I have $85 in my account with them and I have been making small bets for the last couple of months. On 12/2/23, I got locked out of my account since I mistakenly keyed in the wrong 2-factor authentication code. When I tried to correct the code by hitting the x button, it registered two more failures and locked my out. I have contacted them 4 times via email, which is what they told me to do when I did the "live chat" (which is really just a chat bot) with them. I have called their phone number three times ************** to get support and it says that the average wait time is 5 minutes, 7 minutes, and 10 minutes. I waited on hold for over an hour on one call and no answer. I left a voicemail on the last attempt which was yesterday. They will not contact me and I want my $85 back that is in my account with them.

  Customer Answer

  Date: 12/15/2023

  I told the company that I filed a BBB complaint via email and after they did not respond to that email, four days later I filed a complaint with the Ohio Casino Control Commission.  I notified Penn Gaming of this via email and one hour later they unlocked my account.  I have successfully withdrawn all of my money from them and will never deal with them again.

  You may close the BBB complaint and I thank you for your service.  I continue to think they refused to answer my numerous emails thinking that I would just "go away".

  Business Response

  Date: 12/20/2023

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

  The patron's account was temporarily locked on December 3, 2023 due to entering an incorrect password too many times. The patron requested a password reset link on December 8, 2023 and was able to successfully log into their account and withdraw their account funds of $73.00. 

  Customer Answer

  Date: 01/04/2024

  [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:12/06/2023

  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 11/4/23 I wanted to get a check for the balance of $76.90 in my Barstool Sports account, but was told it needs to be a minimum of $200. I could not use any instant cash accounts since I had my maiden name on it and it didnt match up with my married name. So the only option was to add more money to the account and then withdraw using my credit card. I didnt want to do that since the card would charge a fee, so I asked to close the account. I was told if I closed the account with a balance I would get a check for the balance. (Which is what I wanted in the first place.) I emailed the company on December 4 because I still didnt receive the check. They have not replied. I tried going on the app, but it has now changed names and is ESPN. There is no way of getting a chat option phone number unless I sign up for the app, which I do not want to do.

  Business Response

  Date: 01/01/2024

  Penn Sports Interactive has completed a review of the complainants account in question.
  
  As of December 21, 2023, PSI provided the patron with their remaining account funds via a physical check sent to the patron's registered address.

   

• Initial Complaint

  Date:12/05/2023

  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.

  Last Monday My account with ESPN bet was locked. ESPN bet is ran by PENN Entertainment, Inc. I have tried to reach them many times to unlock my account. Nobody will talk to me. I hope the BBB can help me. ESPN Bet owes me $350 from my winnings with them.

  Business Response

  Date: 12/19/2023

  Penn Sports Interactive has completed a review of the complainants account in question. An overview of the investigation is below.
  
  This patron's account was SMS locked on December 4, 2023 due to entering the wrong SMS code too many times. The SMS lock has been lifted from their account as of December 4, 2023 and the patron has since successfully been able to log into ESPN Bet.