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.

close

Find a Location

Penn Entertainment, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/03/2023

  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 deposited 50 on Hollywood casino online in October 2023 I won 550.00 I tried to withdrawal 350.00 but it kept putting it back. I kept trying it, it said it was successful. The next day I tried to withdrawal the 200.00 but again it kept putting it back so I gave up and used it. But never received my 350.00. So now they are saying they don't see my money. I have screen shots of the winnings.

  Business Response

  Date: 11/22/2023

  Penn Interactive has completed a review of the complainant’s account in question. An overview of the investigation is below.
  
  In October 2023, the patron attempted to withdraw $350 from their account. All withdrawal requests were approved by Penn Interactive, but the withdrawals were failing externally and resulting in an error code. Penn Interactive contacted our external provider who advised that the error was occurring at the level of the patron’s bank.
  
  When the withdrawals were not completed, funds were deposited back to the player’s Hollywood Casino account. The patron wagered with the returned funds. The patron has since requested a closure of the account and the remaining balance was mailed to the patron on November 6, 2023. Payments take between seven (7) and ten (10) days to arrive.

  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: ********
  
  
  
  I am rejecting this response because: I only spent 200 of the returned funds. The 350 never returned back to the deposits. I should have received 350.00 it was a total of 550 and I never received anything by mail. I didn't receive any winnings but yet they withdrawn from my bank account. I should have at least received my withdrawal or Deposit back. It's not fair that they can do this. 
  
  
  Regards,
  
  
  
  ********* ***** *****
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:11/01/2023

  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.

  Dear Better Business Bureau, I am reaching out to formally file a complaint against Barstool Sportsbook due to a series of unresolved issues with my account and potential deceptive practices by the company. In April, I registered with Barstool Sportsbook to avail of a promotional offer they advertised during the ****** Classic. During my registration, their sales representatives, who seemed to be college-aged individuals, failed to correctly apply the promotion. Instead, they insisted I create a new account in front of them, presumably to ensure they received credit for the registration. This led to the inadvertent creation of duplicate accounts under my name. Within a month, my account was locked and suspended due to these duplicate accounts. Despite my numerous attempts to contact Barstool Sportsbook's customer support and provide evidence to verify my identity and resolve the issue, I have been met with silence and inaction. They informed me I had breached their terms of service due to the duplicate accounts and asked for my Social Security Number, a photo ID with a selfie, and a W-9 form. I have submitted these documents three times over the past six weeks, yet my account remains locked. Their callback support system is non-functional, only redirecting me to their live chat. The live chat representatives consistently advise waiting for an email response, which rarely arrives unless I persistently reach out. This repetitive, non-resolving cycle has been incredibly frustrating. After some research on platforms like ****** and ******** I discovered numerous accounts of similar experiences with Barstool Sportsbook, suggesting a pattern of potential fraudulent and deceptive practices. I am deeply concerned about the ethics and business practices of Barstool Sportsbook. I believe that other consumers should be made aware of these issues to make informed decisions. I kindly request the BBB to investigate this matter and take appropriate action to ensure that consumers are protected. I am prepared to provide any additional information or evidence you may require for your investigation. Thank you for your attention to this matter. I trust the BBB to address this issue with the seriousness it warrants.

  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.
  Following the creation of the duplicate account, the patron provided the required identifying documentation. Following an investigation, the original account for the patron was unlocked as of November 22, 2023.

• Initial Complaint

  Date:10/28/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  locked out of my account and can't log back in

  Business Response

  Date: 11/16/2023

  Penn Interactive has completed a review of the complainants account in question. An overview of the investigation is below.
  
  The patron claims in their complaint that they are unable to access their sports wagering account. After further review, their account was locked on October 20, 2023 due to suspicious activity related to device sharing. The patron was informed on October 20, 2023, via email, that they had violated Section 11: Fraudulent Activities of the Barstool Sportsbook and Casino Terms and Conditions. Due to the multiple parties involved with this violation,we must receive the documents requested from all parties involved prior to unsuspending the accounts.  These documents include a selfie and a government issued photo ID (license,passport, etc.). Customer support reached out on October 20, 2023 and sent all patrons involved with this matter links to upload the documents requested to unlock the account. Customer support followed up once more on November 15, 2023 and provided the link for the patrons to upload the requested documentation. 
  
  To date, the patron has not provided the required documents to have this account unsuspended. Once the patron, and associated ***************** the necessary identification verification actions, the patron's account will be unsuspended.

• Initial Complaint

  Date:10/26/2023

  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.

  On 10/8/23, my account was suspended without reason given. Finally after a few days I was told it was suspended because I have the same name as someone who has the same name. I still have not been given anymore information and would just like access to my account.

  Customer Answer

  Date: 11/12/2023

  My account has been reinstated. Thank you. 

  Business Response

  Date: 11/15/2023

  Penn Interactive has completed a review of the complainants account and transactions in question. An overview of the investigation is below.
  
  The patrons account was inadvertently locked on October 8,2023, when the platform's name matching logic flagged the account owner as a prohibited patron.After verifying the identity of the patron, and confirming the patron is not prohibited from gaming, the account was unlocked. As of November 11, 2023 the patron has full access to their account. 

  Thank you,

  Customer Answer

  Date: 11/27/2023

  [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:10/23/2023

  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.

  Dear Better Business Bureau,I am writing to express my serious concerns and seek assistance regarding my account with Barstool Sportsbook, Michigan. Approximately one year ago, I placed a wager on their platform and won an amount between $3,000 and $3,500. Following this win, Barstool Sportsbook abruptly suspended my account and blocked my withdrawal attempts, accusing me of account sharing and collusion.I have diligently cooperated, providing all required documentation and adhering to their verification process, which included uploading my ID and acknowledging the platform's rules. Despite my compliance, Barstool Sportsbook continues to withhold my funds, claiming there are additional involved accounts yet to comply. They have failed to provide any specific information regarding these accounts, leaving me in an impossible situation.I have reached out to my entire network, ensuring anyone who might be involved is aware and has taken steps to verify their accounts. Despite these efforts, the issue remains unresolved. This lack of resolution highlights a critical need for Barstool Sportsbook's cooperation, which has been notably absent.Their lack of transparency and communication, coupled with the prolonged suspension of my account, raises serious concerns about their commitment to fair and ethical practices. I have exhausted all avenues of resolution directly with Barstool Sportsbook, and I am now seeking the BBBs intervention to resolve this matter justly and transparently.I am willing to comply with any required steps to verify my identity and the legitimacy of my account. However, I need Barstool Sportsbook to engage in a fair and open process, providing clear information and a path to resolution.

  Business Response

  Date: 11/14/2023

  Penn Interactive has completed a review of the complainants account and transactions in question. An overview of the investigation is below.
  
  The patron was notified via email on January 19, 2023 that their account was being locked due to a violation of terms and conditions around multi-accounting and sharing devices with other accounts. The patron was asked to provide identifying documentation in order to verify their ownership of their account. All accounts involved in the device sharing and multi-accounting, including the patron, were informed that all parties involved were required to submit their documentation prior to any of the accounts being unlocked. The patron was informed of this requirement in multiple subsequent conversations with Customer Support.
  
  The patron successfully completed a withdrawal for $2,975 on January 15, 2023, prior to the account being locked. The patrons account has no remaining balance.  
  
  As of November 13, 2023 the patrons account has been permanently closed as a business decision. 

• Initial Complaint

  Date:10/18/2023

  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.

  On Oct 11th 2023 I won $100.86 playing Hollywood Casino online. Hollywoodcasino.com I requested those funds be deposited to my bank account as I had done a few times in the past. This time they emailed me asking for photo proof of two debit cards that I had removed from my Hollywood account. Those cards were compromised and therefore have been deactivated and tossed. I took a picture of my current debit card, which mind you they have no issue pulling funds from, and uploaded it as instructed. I emailed them and advised I do not have the two other debit cards due to them being compromised. I kept rec'ing the same email from them asking for those cards. One email asked for a voided check, which I promptly uploaded. Then they asked me for my bank statement. I threw a fit as it's unnecessary, but uploaded it to their website as instructed. Only to receive another email asking for the cards I no longer have. I have still not rec'd my money nor have I been contacted by phone as requested multiple times. I just want my money and feel they are being fraudulent.

  Customer Answer

  Date: 10/23/2023

  I added the additional emails I've rec'd in the last 3 days.  Still no phone call and still asking me for a picture of a thrown out compromised debit card.  Also, they say that the current debit card picture, voided check, and bank statement I already uploaded was not rec'd.  I have left another 3 voicemails and no one will call me.

  Business Response

  Date: 11/07/2023

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

  On October 11, 2023, the patron requested a withdrawal in the amount of $100.86. At the time the request was made, the patron was required to prove ownership of the financial accounts on their account. The patron provided the relevant information and explanations necessary to successfully process the withdrawal. On October 25, 2023, the withdrawal was processed to the patrons bank account on file. This issue is deemed to be resolved, as the pending withdrawal in question has been processed without issue. If the patron has any additional concerns regarding this matter, we advise reaching out directly to our Customer Support team. 

  Thank you,

  Customer Answer

  Date: 11/16/2023

  [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:10/07/2023

  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.

  I was refunded $4786.97 by Penn National Sportsbook (dba Barstool Sportsbook/Casino online in NJ) in July 2023. They closed my account and issued me a withdrawal check. After almost two months and several emails advising them I never received the check I got another email on 9/13/23 saying a new check withdrawal was issued. It is now 10/7/23 and I still have yet to receive this $4786.97 check that I was supposed to have in July (and then again in September). I sent them several emails prior to that asking for a phone call and also emailed that I may need my address changed on my account because I moved in July 2022, and they may be mailing the check to my previous address. I requested a phone call no less than 3 times without a response. They never acknowledge my emails and instead I get automated responses. This refund payment was requested in July and I still have yet to receive it over 3 months later. They are quick to take your money in seconds when you are gambling but when it is time to send a refund they close your account and do not call or email you, then send automated "check withdrawal" emails and I never received a single dollar. This is absolutely absurd. I never paid Barstool with a check, I only used my bank, ****** or *****. Why can't they send my refund the same way? Waiting this long with no response is absolutely absurd.

  Customer Answer

  Date: 10/21/2023

  I emailed the CEO on Penn Gaming after finding his email online. He got it squared away for me and I received the check today. Thanks for the help. 

  Business Response

  Date: 11/02/2023

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

  A check in the amount of $4,786.97 was
  sent to the patrons mailing address on September 20, 2023. For closed accounts,
  remittance of funds via check to the address on file is our standard practice.

  It was confirmed by internal teams on
  October 16, 2023 that this check had not been cashed. That same day, the patron
  was re-issued a new check, which was sent to the updated mailing address
  provided by the patron. This check was successfully cashed on October 23, 2023.

  Customer Answer

  Date: 11/07/2023

  They finally sent a third check and I received it. I know longer need help. Thank you. 

• Initial Complaint

  Date:09/20/2023

  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.

  On Sunday 17 SEP 2023, Barstool offered a bet for *********************** to get Over 20.5 Rushing Yards in the *** ** ****** @ ** ********* game. According to ******* he had 59 so this should have hit. They paid the bets out but then took the money back and left the bets as 'open' until 20 SEP 2023 when the voided them. These should be paid out as winners.

  Business Response

  Date: 10/13/2023

  Hello,

  The concerns raised by the patron stem from a past-posting incident that occurred on September 17, 2023, involving wagers placed on the ****** vs. ************* game. To summarize, an error with data ingestion caused certain markets to inadvertently remain open after the result was determined. Below is a summary of the wagers made by the patron that were voided due to this error.

  Following the void of the wagers, if the funds had not been withdrawn, the patron’s stake in the wager was returned. As of September 20, 2023, all patrons affected by this incident had access to their accounts. All patrons affected by the voided wagers received communications regarding the situation which read: •“We are writing to notify you that one or more player prop wagers you made on the New York ****** vs. ***************** football game on September 17, 2023 have been voided.

  Our team has determined that the wager(s) were placed after the outcome of the wagering event was known, and have consequently been voided in line with regulatory guidance and Barstool Sportsbooks House Rules. During the investigative period, Penn Interactive did not provide any indication to patrons who contacted us that the wagers would be honored or paid in full.

  Penn Interactive respectfully submits that any wagers that were voided or withdrawals that were canceled were done so in good faith and in line with our House Rules and regulator guidance, and that these patrons were not entitled to receive the winnings on these (now voided) wagers.

  The patron placed a total of five (5) wagers, amounting to a total stake of $536.64 on the ****** vs. ********* *** game. On average, the patron placed their bets thirty-nine (39) minutes after the outcome of the event was publicly known.

  Thank you,

  Customer Answer

  Date: 10/19/2023

  [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:

  I placed bets that won. They had not already been determined. In the **** a player can receive negative rushing yards. If these had lost, I am skeptical that Barstool would have voided the bets. It would have been one thing if they were voided before the end of the game, but that is not the case.

  If Barstool is going to post bets and accept them, they should honor them. If we make a mistake, we are not able to 'void' a bet, especially after the bet settles. This is a clear double standard and Barstool should make this right.

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

• Initial Complaint

  Date:09/15/2023

  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.

  Even though I uploaded my drivers license and my debit card with matching name when setting up my account, barstool is withholding my withdrawal as they claims to need me to email a picture of my credit card with last four digits and name on them for identity verification. I tried to do this, but after it successfully uploads, the ** states that my identity is being verified and it could take up to 60 seconds. I see this screen indefinitely until the site times out. I've contacted customer support who only sends me a new link to the same location where the same problem occurs. This seems to be a systemic problem to dissuade people from cashing out when they're ahead.

  Business Response

  Date: 10/10/2023

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

  On September 19, 2023, the patrons withdrawal of $241.32 was processed after they provided the identity verification documentation requested by Customer Support. The patrons account is currently active and accessible to the patron.

  Thank you,

• Initial Complaint

  Date:09/14/2023

  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 or about 2 September 2023, I signed up for a Barstool Sports Booking promotion. Before downloading the app, I asked an employee at the Barstool Sprots Booking counter, which is located inside the ********* Casino, about any promotions they have for new members. The employee said the only promotion he knew about was getting back your fist bet if you loose. When asked, I was told no promo code was necessary, that it was automatic, and all I had to do was download the app. I went to the Barstool website and saw the promotion he was referring to. I clicked on the associated link and downloaded the app. While setting up my account it said a promo code was optional, having been told there wasn't a promo code, I did not enter anything. I immediately transferred $200 from my bank account and placed a $100 parlay on the 7 September 2023 game between the ****** **** ****** and the ******* *****. Needless to say, I lost my bet. I waited a week for the $100 to be returned to my account but it never was. On 11 September 2023, I spoke to another employee at the Barstool counter in the casino and was told they could not help me and to contact them via the app, which I did on 14 September 2023. The representatives kept asking me for proof, when it's no longer available because the promotion is over. Since the promotion is over they said there is nothing they can do to assist me. I am uploading a copy of the conversations with this complaint.

  Business Response

  Date: 10/16/2023

  Penn Interactive has completed a review of the complainant’s
  accounts and transactions in question. An overview of the investigation is
  below.
  
  The patron created an account on September 1, 2023, and was
  unfortunately misinformed by an employee at the retail property of a promotion
  that was no longer running within the app. Upon contacting customer support on
  September 14, 2023, it was explained to the patron that the promotion they were
  describing had expired before the creation of their account. The patron was
  instead granted the current promotion for new patrons and the patron utilized
  that promotion to place wagers. The account remains active and eligible for
  further promotions.  

  Thank you,

  Customer Answer

  Date: 10/19/2023

  Their response is misleading and not accurate. Yes, the promotion was no longer valid when I called. However, it was valid on the day I signed up for the promotion. It was posted on their website which, is where I downloaded the app from. If you read the text from the chat I provided, their representative never said it wasn't a valid promotion when I singed up. I feel like this is just another incident of bait and switch in which the big corporation can easily deny any responsibility and the consumer can't do anything about it.