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.

  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:12/04/2023

  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.

  This is a complaint about the companies subsidiary ESPN bet which opened on 11/14 On this date I opened an account with the company and deposited $1000 into the sports book.I placed a single $0.10 cent bet to see how the service is. I won that bet, then decided the sports book is not for me and i then went back to withdraw all my money I put into the account, being $1000 After 12 hours, on 11/15 my account was suspended on the app. Meaning I could not use the sports book, withdraw any money, place any bets, and etc. meaning my money was stuck in that account until I am unbanned. It is now December 5th, and after MANY times contacting their customer support chat, their phone line, and ******* support I am still banned from the service with no timetable when I'm going to be unbanned, Or ANY response from the customer service team. I have emailed all escalation emails, contacted any email I could get I still have 0 response. It has been almost a month now and I'm down $1000 which is still on my account, and I have no resolution or any contact from support. What I would like is my money which is still in my account and not wagered, either through bank transfer, ******, or a check. And my account closed after words as I will never be using this service again

  Business Response

  Date: 01/01/2024

  The patron's account is currently unlocked and the patron's last login to their sports wagering account was as recent as December 31, 2023.

  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 ********. After submitting my request, after a month and a half of my account being locked, it was brought back. I still find the customer service there absolutely unacceptable and no reason an account with a thousand dollars should be unable to access their funds for a month and a half. 
  

  however I was able to eventually access the account and the funds, so the resolution is satisfactory.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/02/2023

  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.

  ESPNBET took my personal information while I was signing up. When I was almost done, it went to a screen saying " Trying to verify identity" and wouldn't let me finish signing up. This is after they have a picture of my license, ssn,address,etc... I've tried for a month to contact them(email,chat,phone) and they don't respond. I would like a resolution to this issue.

  Business Response

  Date: 01/01/2024

  The patron's account was flagged for a Name Mismatch during their sign up process. The flag resulted in a false positive and the account was manually KYC'd by our Customer Support team on December 28, 2023. The patron can now access their sports wagering account and last logged into their sports wagering account on January 1, 2024.

  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. Thanks to all who took care of this for me. Great site, once I was able to sign up.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:12/01/2023

  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.

  Penn aka ESPN Bet is an online gambling platform. I won $2010.05 and they refuse to withdraw the money to my bank account. Customer service said they have had too many withdrawals and can’t tell me when they will release my funds.

  Business Response

  Date: 01/11/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below.
  
  On November 27, 2023, the patron initiated a withdrawal for $2,010.05 from their sports wagering account. Due to heavy volumes, a temporary delay in the withdrawal review process held the withdrawal beyond the typical turnaround times. The withdrawal was completed on December 1, 2023. 

• Initial Complaint

  Date:12/01/2023

  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.

  ESPN Bet absolved Barstool Sportsbook, both owned by Penn Gaming. They have suspended accounts that havent violated any rules, they have locked up account balances, and they dont have have the customer support staff to deal with these issues. I have tried contacting several times without answers, or I have been ignored. They offer no explanation as to why accounts are suspended and balances are frozen, and I believe they are breaking the rules of the gaming commission. I simply want someone to contact me, and give an explanation as to why my account has been suspended. I have not violated any rules, and I believe they just want to seize my account balance.

  Business Response

  Date: 01/01/2024

  **** Interactive has completed a review of the complainants account in question. An overview of the investigation is below.
  
  On May 18, 2023, the patron's account was suspended to investigate their dispute relating to a $50.00 deposit onto their sports wagering account.  The dispute was accepted and ruled in their favor. We have recouped the $17.50 from the patron's account to offset the $50.00 loss. We will not be unlocking this patron's account.

  Thank you,

  Customer Answer

  Date: 01/04/2024

  [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: 20942771
  
  I am rejecting this response because:
  
  The company changed from Barstool Sportsbook to ESPN Bet, and I was locked access to my account and my account balance. The bank sided with me because it was not in your terms in conditions that you could change to ESPN Bet at any given time and lock *********** account balance. I was not even offered an explanation, as ESPN Bet is incapable of staffing their own customer service department. I have waited upwards of 2 hours. I have also never received a callback as requested. I was not given a chance to appeal the suspension. By nature, suspensions have a limited time, and end date. Are you confirming this is an explosion from my account without explanation, and without a chance to appeal? 
  

  ESPN Bet removed $17.50 from my account without my knowledge or approval. I am requesting an account unlock, and to replace my money to that account. 

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

  
  

  Business Response

  Date: 01/16/2024

  On May 18, 2023, the patron disputed a $50.00 deposit made to their sports wagering account. Due to the dispute, the account was suspended until the investigation into the dispute was resolved. The dispute was accepted and ruled in their favor. We have recouped the $17.50 from the patron's account to offset the $50.00 loss.

  Business Response

  Date: 02/14/2024

  **** Interactive has completed a review of the complainants account in question. An overview of the investigation is below.
  The patron's account was locked due to the patron disputing a $50 deposit on May 14, 2023. **** Interactive does not notify players of deposit disputes as the patron initiated the dispute. The suspension was not related to the rebrand of the app which occurred in November 2023.
  The $17.50 was removed from the patron's account to offset the $50 dispute. The patron's account will remain locked.
  
  

• Initial Complaint

  Date:11/30/2023

  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.

  I am submitting a complaint and seeking resolution against Penn Gaming, or EspnBets, or Barstool Sportsbook; whatever the entity has decided to re brand themselves as, as they are (word rejected) over consumers. Ive been waiting 4 business days for a withdrawal request of $2,000. On Sunday 11/26 I deposited $1,000 which was instantaneously withdrawn from my bank account and then after a few bets I submitted a withdrawal request for $2,000 of my winnings which said my request would be approved within 24 hrs. They do say it can take 1-3 business days depending on the transaction type. However, Nothing had been done in the 4 business days since the request. Ive had another withdrawal for $425 approved and instantaneously Ive sent several emails, attempted speaking with customer service multiple times and am getting no help whatsoever. Im being told a customer service rep will get back to me in 7 business days. This is beyond unacceptable.

  Business Response

  Date: 01/01/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below.
  
  On November 26, 2023, the patron initiated a withdrawal of $2,000.00 from their sports wagering account. Due to heavy volumes, a temporary delay in the withdrawal review process held the withdrawal beyond the typical turnaround times. The withdrawal was completed on December 1, 2023.

• Initial Complaint

  Date:11/28/2023

  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 submitted a withdraw request over 24 hours ago and it has still not been reviewed. This app has been nothing but trouble and I want my money. They owe me 1.7k and I have seen several people complain of not receiving their funds in an appropriate timeline. I’ve contacted them directly and just get the runaround. I want my money.

  Business Response

  Date: 12/15/2023

  Penn Interactive has completed a review of the complainants account and transactions in question. An overview of the investigation is below.
  
  On November 27, 2023, the patron initiated a withdrawal and due to heavy volumes, a temporary delay in the withdrawal review process held the withdrawal beyond the typical turnaround times. On November 29, 2023,the patron contacted Customer Support to request that the withdrawal in question be canceled. The funds were returned to the patrons account following this request.
  
  Subsequently, the patron submitted further withdrawal requests which were successfully completed been completed. The account balance is now zero and the patron closed their account on December 3, 2023. 

  Customer Answer

  Date: 12/20/2023

  [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 responded to my several correspondence. The only reason this was resolved is because of what I did to fix it. Not them. They are terrible to work with. The worst customer service. I will never use their service again and I cannot in good faith say that I am satisfied with their response. They never even offered any kind of reimbursement or bonus bets as a way of expressing their wrongdoing. Hard pass on them. Will never use them again
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:11/27/2023

  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.

  Penn National Gaming branded as ESPN Bet has been voiding wagers. This is a clear bad faith and fraudulent violation by this entity. I have also expressed my concerns to the MA Gaming commission. To make matters worse… their phone line is disconnected and they do not reply to the live chat, making it impossible to have any issues resolved. How is this acceptable?

  Business Response

  Date: 12/28/2023

  Based on the limited information provided by the patron via their complaint, Penn Sports Interactive is unable to answer to the specific reasoning for the voids referenced by the patron. Penn Sports Interactive's House Rules outline the reasons wagers may be voided by PSI, see section 5. Cancellation (Voiding) of Bets. If the patron provides specific details around the wagers of concern, PSI will review and provide the reasoning for the voids.

• Initial Complaint

  Date:11/26/2023

  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.

  I have money that is currently pending withdrawal. Ive reached out to customer service numerous times with generic answers, and no resolution. Upon reaching out to one customer service agent, I voice my frustration, and said that I needed to pay rent soon and that the money I am waiting on would help. Afterwards, the agent suggested I had a gambling problem by providing resources to stop gambling. One hour later, I got an email saying that my account was suspended due to a concern for my wellbeing. I have several thousand in my account that I am now unable to withdraw because this account is now suspended. In total, i have tried to withdraw over $11,000 and have another $1,800 to withdraw in the account. **************** is not helpful and not resolving this issue. I am reaching out to resolve this issue and if this is unsuccessful then bringing this issue to the courts is my next step.

  Business Response

  Date: 12/28/2023

  Penn Interactive has completed a review of the complainants account and transactions in question. An overview of the investigation is below.
  
  On November 29, 2023, the patron initiated a withdrawal of their funds. T Due to heavy volumes, a temporary delay in the withdrawal review process held the withdrawal beyond the typical turnaround times. The withdrawal was completed on December 4, 2023. The patron has since been suspended due to Responsible Gaming comments made to Customer Support. 

  Customer Answer

  Date: 12/29/2023

  [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: 20917220
  
  I am rejecting this response because:
  There was no attempt by the company to alert me of any attempts for next steps to help with withdrawing funds. The company had ********** with accepting funds but took numerous efforts to reach out to customer support to get any help. Due to frustration, I told customer support I wanted the money back *** to a significant amount of money won on the app and was then banned in my efforts to retrieve it. Customer support made zero effort to clarify anything further and made an assumption that I was in desperate need of money and was then banned and given additional help services for gambling addiction. There was and has been no remediation or attempt to clarify anything after that initial conversation and I still remain banned. 
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/08/2024

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

  On November 29. 2023, a withdrawal of remaining funds was initiated from the patrons account following the account suspension on November 25, 2023, due to Responsible Gaming concerns. Due to heavy volumes, a temporary delay in the withdrawal review process held the withdrawal beyond the typical turnaround times. The withdrawal was completed on December 4, 2023. The patron is in receipt of their funds, and the account will not be reopened.

  Customer Answer

  Date: 02/21/2024

  [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: 20917220
  
  I am rejecting this response due to no reason why my account should remain banned
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/24/2023

  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 contacted espn vet over a month ago in regards to my account. I have yet been provided with an update after being told I should hear back within 72 hours. So I reach out again today just to get disconnected after waiting in that queue by you all's representative after asking why is taking a month to provide updates. Now if this is the type of business you all conduct and how y'all representatives treat customers. I don't even want my account opened and you can forget I even reached out to you all

  Business Response

  Date: 12/27/2023

  Penn Interactive has completed a review of the complainants account and transactions in question. An overview of the investigation is below.
  
  On September 10, 2023, the patron reached out to Customer Support and indicated that they were displeased with Penn Sports Interactive's Promotional Terms and Conditions. The patron subsequently had asked for their account to be closed. The patron's account is currently closed with a remaining balance of $0.00. 

• Initial Complaint

  Date:11/17/2023

  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.

  Hello, 3 days ago on November 14th I contacted customer live support for ESPNBET formerly known as Barstool Sportsbook as I could not sign in. It said my account was suspended so I was hoping to get this issue resolved and have my account reinstated. The agent told me that he could not fix my account but that he would send this issue over to the appropriate department and that they would email me to resolve the issue. Unfortunately, 3 days had passed and I still had not received an email so I went back to live support today on November 17th. The new agent told me that my account was closed and could not be reopened. I immediately asked why and the agent then said they would send it to a different team that could resolve my issue. This is the same thing the last agent said so I no longer believe theyre working to reinstate my account. I have all necessary documentation for my account to be reinstated. Im not even sure why my account was suspended in the first place. My ESPNBET account belongs to the same email Im filing this BBB complaint with ******************* Attached below are my most recent conversations with ESPNBET live chat support.

  Business Response

  Date: 12/27/2023

  Penn Sports Interactive has completed a review of the complainants account in question. An overview of the investigation is below.
  
  On November 14, 2023, Penn Sports Interactive has made a business decision to end our relationship with the patron due to a violation of the agreed upon Terms and Conditions. 

  Thank you,