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:11/16/2023

  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 signed up for ESPN Bet 11/14 because I saw an advertised sign up promotional bonus. I deposited a total of $10 and was awarded (4) $50 bonus bets to utilize on sports wagers. There was a wager placed and I’d won the bet for $200+, I immediately initiated a withdrawal of the funds in the amount of $250. The prompt notified me the funds would be processed and disbursed within 24 hours. It’s now almost 36 hours, and the reps continue to tell me that it’s being reviewed now for manual process and I’ll have to wait 72 hours, maybe longer. This is totally unacceptable, it’s against their own terms of services, and is adverse to consumers it causes damages in fact. I had plans to utilize those winnings and now I’m stuck with nothing. This is a scam they have no right to confiscate winnings.

  Business Response

  Date: 12/13/2023

  Penn Interactive has completed a review of the complainants account and transactions in question. An overview of the investigation is below.
  
  As mentioned in the original complaint, the patron requested a withdrawal on November 14, 2023 at 11:27PM (EST). The amount of the withdrawal was for $250.00, and the withdrawal was completed on November 16, 2023 at 12:48PM (EST). As outlined in the agreed upon site terms and conditions, while PSI strives to complete all withdrawal requests within twenty-four (24) hours, all withdrawals are subject to additional reviews which may prolong the withdrawal completion timeline. Per Section 9. Deposit and Withdrawals of the terms and conditions, Once you request a withdrawal, the Customer Support team will process the request and may contact you for further information to process the withdrawal request. PSI endeavors to process withdrawals within one (1) business day, however this timeline may be impacted by PSIs internal control procedures and the time it takes to receive any requested documentation. The availability of withdrawn funds may be subject to standard banking restrictions. 
  
  As of November 27, 2023, PSI suspended the players account for review due to the concerning comments made by the patron in their complaint. Specifically, the patron states, I made plans for those funds and were in dire need of them, you're causing me damages by not disbursing. After this review, a decision was made to close this patrons account due to their comments made. The player was notified of this decision on November 28, 2023. 

  Thank you,

• Initial Complaint

  Date:11/15/2023

  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.

  Account banned I paid back the money for the accidental chargeback and I want to be able to register for ESPN bets my email is **********************

  Business Response

  Date: 12/13/2023

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below.
  
  PSI received a stop payment via ******* for $500.00 on November 17, 2022.Protocol is to lock accounts when stop payments are received, and if a patron contacts us regarding reopening the account, it can be reopened once confirmed that the debt was paid by the patron. This patron reached out on November 15, 2023 stating that they had paid the debt and wanted their account reopened. As of December 13, 2023 we have confirmed with ************ that the debt has been paid and this patron's account has been unlocked.

  Thank you,

• Initial Complaint

  Date:11/15/2023

  Type:Billing 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.

  signed up for **** bet under email address ***************** and upon logging in it says account is suspended. Not sure for what reason. I chatted with support and she mentioned that I had duplicate accounts.

  Business Response

  Date: 12/13/2023

  Penn Interactive has completed a review of the complainant’s account and transactions in question. An overview of the investigation is below.
  
  The patron attempted to create a new account on November 15, 2023, but was flagged as a duplicate account and suspended. The reason for the system flag and suspension was due to the fact that the patron had previously had an account with Penn Interactive which they closed voluntarily in 2021. 
  
  Customer Support was able to assist the patron to clear the issue and reactivate the old account, rather than creating a duplicate. 
  
  The duplicate suspension was lifted and the patron has access to their account.  

  Customer Answer

  Date: 12/14/2023

  [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:11/14/2023

  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.

  In August, I applied for a credit card that was linked to my Penn Play membership at ************ Resort and Casino in Jackpot Nevada. The promotion that enticed me to sign up was that is I made one purchase on the credit card in the first 90 days of the account opening, that I would receive 10 dollars my cash which was redeemable at the resort for food or entertainment. It also stated that is the spend reached 750 dollars in the first 90 days, you would receive 50 dollars in ******. I achieved the requirements and never received any of the promised promotion and have not received any points for spending that amount. I am able to go into my rewards account for the resort and have emailed them several times with the only response being a digital one asking for a review on how their service was. I even visited the casino and talked to management and they were unable to help me. If I call the credit card company that issued the card they tell me the rewards is handled by the third party penn entertainment and cannot help me. I have run into a road block and am unable to get the answers and the compensation that was promised on signing up and using this credit card.

  Business Response

  Date: 01/11/2024

  Unfortunately, the customer Penn Play account # was not registered with his Penn Entertainment **********. This has been corrected and his rewards have been added to his account. If he has any further questions or concerns, he can reach us directly at: Account Contact Us | **********************
  
  Below are the totals that were added to his Penn Play account:
  
  $16.85 Penn Cash added on 12/23/23
  $10.00 Penn Cash added on 1/10/24
  $50.00 Penn Cash on 1/10/24
  2,000 Tier Points added on 1/10/24
  
  Thank you, and we apologize for this inconvenience.

  Customer Answer

  Date: 01/22/2024

  [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,
  
  ***************************
  
  I am happy to find that the account was not registered to my Penn Play account.  I didn't understand how this could happen and why all the people I talked to could not figure that out.  There needs to be better cooperation between the two entities and better education to those we talk to when we have issues.  I spent quite a lot of time and resources trying to get this resolved and it appears to be a simple issue

• Initial Complaint

  Date:11/12/2023

  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 11/7/2023, I requested an online withdrawal of winnings which Barstool refused because I wouldnt provide them a copy of my debit card. Ive used the same debit card to make deposits and successfully received withdrawals to this debit card from Barstool. I informed Barstool at least a half dozen times since 11/7/2023 under no circumstances was I going to provide them a copy of my debit card. Barstool will take your money via deposits and not ask for a copy of your debit card and they have provided withdrawals in the past to the same debit card with no requirement of providing a copy. So demanding a copy of the same debit card which Ive used to conduct deposits & withdrawals is unacceptable. With all that said they still have held my winnings in a withdrawal pending status so a customer cant request an online withdrawal be cancelled. Barstool policy(s) need to be reviewed you shouldnt be able to hold a customers funds when the customer has asked multiple times for the funds to be placed back on their account. It is a **************** if they are going to provide a copy of their debit card to a business. Barstool doesnt own the right to deny a customer access to their funds because the customer refuses to an unacceptable policy of providing a copy of their debit card which again Barstool has processed multiple transactions (deposits & withdrawals) in past to the same card.

  Business Response

  Date: 11/17/2023

  Penn Interactive has completed a review of the complainants account and transactions in question. An overview of the investigation is below.
  
  On November 7, ************************************************************************************* the agreed upon Terms and Conditions, PSI performs a number of controls and checks before any withdrawal request is processed.  These checks are part of PSIs ongoing commitment to maintaining the security of customers Account and funds. PSI may request a copy of a valid government issued identification from you to confirm your identity when you request a withdrawal.  PSI may also request evidence of your ownership of and control over the account to which you are directing funds to be deposited. Upon attempting their withdrawal, the patron was advised that they were required to upload documentation verifying ownership of two **** cards utilized to make deposits onto their account. The patron subsequently refused to upload the appropriate documents needed to process the withdrawal. The patrons funds are available on their account and will be able to be withdrawn once the evidence requested of the patron are furnished to PSI.

   

  Thank you,

  
  

  Customer Answer

  Date: 11/30/2023

  There site successfully approved a check withdrawal on 11/15/2023 which to date I still havent received. 
  

  Yes I refused to provide the copy of the debit card for an online withdrawal which was my right to protect my data as I see fit but that has nothing to do with a check withdrawal which was processed successfully on 11/15/2023 so where is my check? 

  Customer Answer

  Date: 11/30/2023

  This is proof they processed the check withdrawal on 11/15/2023

  Customer Answer

  Date: 11/30/2023

  Im unable to tell if the screenshot of the processed withdrawal on 11/15/2023 came through but if not the business has the same information in the account transaction history.

  Customer Answer

  Date: 12/07/2023

  [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: 20859469
  
  I am rejecting this response because: They successfully processed a check withdrawal on 11/15/2023 verified on their own website and their own representative via LiveChat stated the check was in the mail. Only for me to find out via a subsequent LiveChat on 12/6/2023 the check was never mailed. This whole time my funds have been unavailable to me as my balance shows $0 this whole time. As I've stated previously I saw no reason to honor their request for a copy of my debit card which they have accepted multiple deposits and made online withdrawals to this same debt card previously with no restrictions. Their own policy offered another form of withdrawal which they verified my home address and informed me I could make a check withdrawal request which I did and they honored on 11/15/2023. Just send me my money is all I'm asking nothing more nothing less. With this level of dissatisfaction you would think someone within their management circle would call me to get this squared away but I've heard from no one personally.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/18/2024

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below.
  
  This patron was sent a check with the remaining funds in their account and the check was successfully cashed on December 14, 2023.
  

• Initial Complaint

  Date:11/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a few thousand dollars in my account on barstool SportsBook. My account was randomly suspended over a week ago now. I was asked to provide bank statements and debit card info. I have tried calling in a dozen times and have not had anyone answer or call me back. I have been emailing back and forth but must wait a day or longer for responses. I believe I have been doing everything asked of me, but there may be something I am missing, but when I try to ask about it I get no explanation and am just continuing to be asked to upload bank statements over and over again.

  Business Response

  Date: 12/04/2023

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below.
  
  This patron's account was locked on October 31, 2023 due to an investigation for suspicious activity. Per PSI's request, the patron submitted a copy of their bank statement and debit/credit card associated with their account on November 10, 2023 for review. After determining that the patron's account was not linked to any fraudulent activity, their account was unlocked on November 27, 2023.

  Thank you,

• Initial Complaint

  Date:11/07/2023

  Type:Billing 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.

  Want to bring to your attention the practices of Barstool Sportsbook / Penn National Gaming. In December of 2021 I deposited $300 and made a "risk-free" bet as advertised on their site meaning if the bet lost I'd still have $300 in the account. After that I did not use the app for several years until last month they said my account is inactive and if I don't login they'd close it and my funds would be forfeited. So I promptly logged in, only to see my funds were already forfeited, and in exchanges with customer service they say they will not redeem the funds because they are expired. They will not provide details on the promo of the risk-free bet and how it was advertised - it's misleading, there was no warning that I was about to have money taken from my account at any point and they state the funds are long expired which I don't understand how deposits and funds in an account can expire. The funds were not in my account because I was not prompt enough, yet they took a month to respond to my request as well...

  Business Response

  Date: 11/27/2023

  **** Interactive has completed a review of the complainants account and transactions in question. An overview of the investigation is below.
  
  On December 22, 2021, the patron opened an account and made their first deposit and wager.  Following the loss of the initial wager, the patron was awarded Bonus Cash matching the value of the initial wager due to a promotion that was running at the time. The Bonus Cash remained in the patrons account, unused,until the expiration date of the Bonus Cash on June 1, 2023. 
  
  The patron had wagering activity between the date of issue in December of 2021 and November 10, 2023, the date of the complaint, in which the bonus cash was available for use. As of the date of the complaint the Bonus Cash had expired, but the patron has been awarded, and redeemed, current promotions and bonuses for recent activity. 
  
  The account remains active and eligible for promotions. 

  Customer Answer

  Date: 12/04/2023

  [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: 20837863
  
  I am rejecting this response because: It was not clearly detailed that the Bonus Cash promotion matching the value of the initial wager I participated in had an expiration date, there was also no communication that the bonus cash would be removed from the account on June 1, 2023 allowing an opportunity to take action before the company took it back
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/11/2024

  On January 8, ****, **** Sports Interactive credited the patron with $300.00 in bonus funds.  We have reached out to the patron informing them of the credit to their account. 

  Customer Answer

  Date: 01/26/2024

  Thank you for the help BBB.  I am now satisfied with the response, it's too bad I had to reach out here regarding the poor communication and policies in the original complaint, it took more time and energy than should have been needed but thanks to the BBB the company has made it right

• Initial Complaint

  Date:11/07/2023

  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 won $2700 in Hollywood casino online gaming and is been more than a month and they ask for my bank information and documents so I verify my withdrawal. I sent everything more than 10 times and they never released the funds. I took out $2000 then $700 and they kept putting in it back to the casino app so I can play it all . I tried to contact them but is an automated answers and chat on line does work, the phone number is not working. At the end of all this I only got to take out $800 over a week ago and they asking for my documents again and they still holding my funds . I’ve been stressed and ver upset that I couldn’t take my winnings! Also they generated a w- form for taxes purposes for $2700 . But why I never got this funds because I was not able to withdraw anything and still there is no resolution

  Business Response

  Date: 11/17/2023

  Penn Interactive has completed a review of the complainants account and transactions in question. An overview of the investigation is below.
  
  Penn Interactive did not identify the transactions to which the patron referred in their complaint, nor did Penn Interactive identify any previous communications with the patron regarding the transactions referenced. 
  
  At the time of investigation, the patrons account had no record of requests for forty (40) days. If the patron could provide specific dates for which these withdrawal attempts were requested, PSI look to confirm the same on our platform. 

• Initial Complaint

  Date:11/06/2023

  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.

  Barstool will not allow me to withdraw my money. I've been trying for weeks, and they refuse to tell me what the problem is. They are saying that each withdrawal and deposit must undergo verification, but there's never been an issue with depositing money into their pockets. From what I've read, plenty of other people have this same problem.

  Business Response

  Date: 11/16/2023

  Penn Interactive has completed a review of the complainants accounts and transactions in question. An overview of the investigation is below.
  
  On November 10, 2023 the patron experienced eleven (11) failed withdrawals within a seven (7) minute span of time. Due to the amount of repeated withdrawal attempts, for the same amount, within the short period of time, the system rejected the withdrawal as an error was received from the payment processors end.
  
  On November 10, 2023, the patron successfully withdrew the desired amount of money through a different payment provider.

• Initial Complaint

  Date:11/05/2023

  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 played at Hollywood casino online for years with not one single issue. On Nov. 1 i submitted two withdrawals which were approved. I have emails they sent me to prove this. They emailed me saying there was a problem with the withdrawals and they put $ back in my acct. But they did not put any $ back. I have emailed them incessantly and only received an automated response back I've tried calling and the number is not in service and they do not have a chat line available. They did respond I think twice out of the 50 emails saying that they did return the money to my bank and I keep telling them no they did not. So now I am out not only my winnings but have nowhere to turn it seems in order to get resolved. I am not sure why after all the years I played successfully this has happened but it's happened and I would like to have my money and I'm not getting it from them.After approval I have always used their Hollywood play Plus card because the money that you win goes directly onto the card within hours and I've never had a problem they had emailed me about 2 weeks before this has happened saying that there was an issue now with the card that receives your withdrawal money so I asked you why then did they approve it and allow it to appear as though it was still going to go on to the card I never saw the email but that still isn't the point my point is if there was a problem with that particular card for God's sake don't allow to remain one of the options.

  Business Response

  Date: 11/22/2023

  Penn Interactive has completed a review of the complainants accounts and transactions in question. An overview of the investigation is below.
  
  On November 1, 2023, the patron submitted four (4) withdrawals. One (1) of the withdrawals was successful and three (3) of the withdrawals failed. The funds from the three (3) failed withdrawals were successfully returned to the patrons Hollywood Casino account. The patron then utilized a portion of the returned funds to initiate a separate successful withdrawal request with a different withdrawal method than the previous failed attempts. The other portion of the returned funds were played through in the casino.