Complaints

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:06/16/2025

  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.

  Ive been playing for a long time there and Ive never cashed out. I did cash out this time now a sudden there was a problem with my bank card or some bowl. I know exactly what it is. We went through this before. I use gift cards. I dont put my account number in there from my regular bank and they know that because they investigated it and me back on now that I win and now they cant do it until I send them statements I cant send statements its a **** giftcard aint got nothing to do with me winning I gave them my ****** email there aint a problem but now because I want the risk which has nothing to do with me winning and we went it they investigated why would we remove their credit card number to put a new one in because I use **** gift cards which again has nothing todo with me winning I have two amounts that Im waiting for and I want something done. This is an abomination. Theyve taken my money for years and I want something done. This is a abomination. Theyve taken my money for years and Ive never once asked for a ***** back not have I even cashed out they took that money just fine on **** gift cards. I want those winnings put in my ******. This is so ridiculously unfair, unethical, and moral and Iwant something done about it immediately this is an abomination. What are they just thieves? Thats what it looks like and is there somebody that regulates it doesnt to be I want a resolution on this matter and I will not

  Business Response

  Date: 06/17/2025

  The patron's account was flagged during a routine review due to indicators such as shared payment methods with another account, high prepaid card usage, and the use of cards with names that did not match the account holder. As a result, a request was made for supporting documentation to verify the patrons identity and ownership of the payment methods used.

  
  At this time, the account has been cleared of funds pending the receipt and review of the requested documents. Once the necessary documentation is submitted and verified, we will be able to proceed accordingly.

  Customer Answer

  Date: 06/17/2025

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** Vonschmitt

• Initial Complaint

  Date:06/12/2025

  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.

  Bally bet sportsbook openly and knowingly. I predominantly watch, follow, and bet on ************. Bally Bet Sportsbook has a section called player to hit one home run or more(Player must be in starting lineup to be listed). I have bet on Bally over a year watching and screen recording the consistency in their fraudulent business practices that is nothing less than cheating. The section I referenced, certain players will be added and removed from the list specifically on the day that they hit a homerun. Then on days they dont hit home runs the players are listed under this section. How does Bally Bet know when a player is going to hit a home run? Today for another example ***** ***** hit a ***** and it was only his 3rd ***** of the season, and he was not listed under the section. Every time ***** ***** has been in the starting lineup the player was listed in this section except for the days when he hits a homerun. What information do they have? I have screenshots and screen recordings to solidify the validity of my statements to blatantly show the app is cheating and purposely preventing me from placing a winning wager. I additionally had a technical issue with a wager where after the Home Run was hit the prop line was still open and available I was confused but I wagered on it. When i wagered on it it was under the one or more home runs section, when I went to check my wager history because the wager didnt settle I saw it said for the player to hit two or more homeruns, in which I have another screen shot to show that the odds at the same time were two completely different odds for one ***** it was +1700 and for two it was +7000. I didnt even argue about the potential winnings, I only requested a cancellation due to the technical error within the app. The total was $90 dollars and they have not given me any explanation as to why they havent cancelled my wager when there as a clear technical error. I want my wager cancelled and my money back. This is theft

  Business Response

  Date: 06/13/2025

  The player props available  are provided and powered by our
  third-party odds provider. Player availability in specific markets—such as
  “Player to hit one or more home runs”—is determined based on a combination of
  data sources, betting models, and lineup confirmations. These selections can
  vary from day to day and are not influenced by insider knowledge or predictive
  certainty, but rather on criteria set by the odds provider, including expected
  performance, lineup status, and other risk management factors.
  
  Players are not selectively removed or excluded based on
  anticipated outcomes. The instance regarding Ramon Urias is coincidental and
  not indicative of manipulation. Variations in which players appear in certain
  markets are common across all sportsbooks and are based on evolving data and
  liability management practices.
  
  Regarding the wager placed on a home run prop that the player
  believed was “one or more home runs” but later appeared as “two or more home
  runs” has been escalated and reviewed confirming no system malfunction at the
  time of the bet. Our system logs confirm that the market for “two or more home
  runs” was available and accurately labeled at the time of your wager. The odds
  and market title in the betslip at the time of placement reflected the correct
  conditions. Once a bet is placed and confirmed, it becomes a finalized wager in
  accordance with our Terms & Conditions.
  
  While we understand there may have been confusion based on the
  interface or multiple odds displaying simultaneously, this does not constitute
  a technical error. Unfortunately, as the bet was placed and confirmed by the
  player, we are unable to cancel or refund it. Also please note that none of the
  screenshots where relevant to the issue and one of them belongs to another
  sportsbook. 
  
  We adhere strictly to regulatory compliance standards, and our
  platform is regularly audited to ensure fair play and transparent operations.
  We remain committed to offering a safe and reliable betting experience.
  

• Initial Complaint

  Date:05/30/2025

  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 May 23rd ** used a link from an email for a deposit bonus on the Monopoly online casino app which stated if I deposited $10 by 11,:59 PM I would receive a $10 deposit bonus. I clicked on the link and made the deposit but the bonus was not applied on my account. There was also another deposit bonus on the app which had the same stipulations but it expired May 27th at 11:59 PM. I clicked on that bonus and completed another $10 deposit but the $10 bonus was not applied once again. My first ******** service contact was with chat and I was told that I had to wait ************************************************************************ deposit promotions being applied to accounts, and the third attempt after submitting documentation I was told my information would be provided to to operations for review, I was contacted by a Customer Support Supervisor *** R and was told that $10 was applied to my account. That was never applied and I informed him once again that I made two deposits. What's really unusual is when I go into my transaction it no activity for May 23rd and I definitely played that day as well as made two $10 deposits.

• Initial Complaint

  Date:05/19/2025

  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.

  Im filing a complaint against Ballys Corporation (Bally Bet) for false advertising, undisclosed account restrictions, and deceptive betting practices.Over the past several months, I have been shown daily promotional offers inside the Bally Bet app including profit boosts, bonus bets, and first basket insurance. These promotions appeared both in my Rewards tab and on the home screen. Despite meeting all stated conditions (odds, legs, wager amount), the system refused to apply them.When I contacted support, I was first told only that the promos dont work if they dont appear. After pressing further, Bally Bet finally admitted (in writing, on May 1, 2025) that internal sports limits had been placed on my account. These limits revoke access to promotions yet this is never disclosed to the user, and they cannot be ********** addition, Bally Bet has quietly removed all UNDER options from numerous player prop markets like assists and strikeouts. Only OVER selections remain visible. This one-sided menu manipulation is not disclosed anywhere and significantly reduces fair betting opportunities.The result: Im being shown offers I cannot use and restricted from placing standard bets all without warning, explanation, or transparency. I estimate Ive missed out on hundreds of dollars in promo value over dozens of eligible ******. The inability to use these promotions, despite meeting criteria and seeing them daily, has materially impacted my experience and potential returns.This complaint is not about buyers remorse. Its about misleading advertising and a lack of transparent, ethical practice. I am requesting either full reinstatement of promotional access or fair compensation in the form of bonus bets or goodwill credit.

  Business Response

  Date: 05/20/2025

  Promotions such as profit boosts, bonus bets, and first basket insurance are designed to enhance the customer experience. However, as noted in our Terms and Conditions, promotional eligibility is subject to internal risk assessments and account reviews conducted in compliance with our licensing obligations and responsible gaming policies.
  
  In this case, an internal decision was made to restrict certain promotional features on your account based on proprietary risk criteria. We acknowledge that this restriction was not proactively communicated, and we understand how this lack of transparency may have caused confusion however we do have the ability to make business decisions without providing a reason.
  
  While offers may appear in general sections of the app,they are not guaranteed to be available to all users. We are actively working to make promotional visibility more personalized and to ensure that ineligible users are not shown offers they cannot redeem. Regarding limited betting options specifically the removal of certain UNDER selections please note that betting markets may be adjusted based on trading decisions, risk management protocols, and market dynamics. These adjustments are not intended to mislead but to manage exposure responsibly.
  
  In regards to the account, the player signed up in January and has only made one deposit of $25.00. The player was able to participate in the welcome offer which granted him 5 $25.00 free bets.  we must clarify that promotional eligibility is determined by proprietary risk and account management criteria designed to ensure regulatory compliance and responsible platform operations. These criteria are applied consistently across all users, and once promotional restrictions are placed on an account, they are not subject to reversal or exception.
  
  Similarly, we are unable to offer compensation related to promotional offers that, while visible within the app interface, were ultimately unavailable for redemption based on those internal account limitations. While we regret any confusion this may have caused, ********* maintains that all promotions are governed by specific terms and eligibility conditions including the right to limit access as outlined in our terms of service.
  
  

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

  While I appreciate that some promotional features on my account appeared to return shortly after I filed this complaint, Ballys response fails to acknowledge this reversal or provide any clarity around it.
  
  More importantly, I want to address their justification involving risk assessments. I deposited $25 total into Bally, received the welcome bonus, and hit on a couple of second-chance parlay offers. I was then immediately promo-banned without warning, without email notification, and before I had a meaningful chance to either lose or win money.
  
  At no point was I told my account was under review, restricted, or flagged. All visible promotions continued to appear for weeks they just stopped working.
  
  This isnt about risk management it feels more like silent promo-limiting targeting lower-deposit users. Ive still never received an explanation for the removal of features like UNDER markets, and no compensation has been offered for the weeks of inaccessible promos that were plainly visible inside the app.
  
  Im requesting a clear acknowledgment of what was restored, why it was restricted, and whether further account limitations are still being applied.

  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 05/29/2025

  We understand the concern and acknowledge that some promotional functionality briefly reappeared on your account. However, this was not a reversal of restrictions but rather a system update that briefly reset visibility for some users. The underlying promotional limits on your account remain in place and are not subject to appeal, reversal, or case-by-case adjustment.
  
  These restrictions are based on internal account management protocols, including risk and engagement factors not on the amount deposited or specific wager outcomes. While we recognize this can feel unclear from a user perspective, these processes are standard, consistently applied,and not intended as punitive or discriminatory. We do not provide individualized explanations for each limitation, nor do we offer retroactive compensation for ineligible promotions, even if they remained visible in the app interface due to display lag or systemic constraints.
  
  We regret any confusion this caused and are actively working to improve how promotional ineligibility is communicated within the app.

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  Ongoing Market Restriction (No Unders) on Bally Bet Account
  To whom it may concern,
  Thank you for forwarding Bally Bets most recent response. Unfortunately, it does not address the core issue of my complaint: the ongoing restriction of Under betting options on my account and the complete lack of transparency or justification behind it.
  Key Points of Concern:
  Bally Bets response falsely claims the brief return of promos was due to a system update, not a reversal. This directly contradicts the timing promotional access returned just hours after my original BBB complaint was filed. There had been no communication, update, or change prior to that submission.
  I remain restricted from placing any Under ****** on player props, while Over ****** are available and visible. This is not a system-wide limitation other users can access both sides of the market.
  Bally admits to internal risk criteria and account management protocols being used, but provides no explanation or justification for how those decisions are made or why they were applied to me. I was never warned, flagged, or given any appeal process.
  Despite their claim that these protocols are not intended to be punitive or discriminatory, they are being applied asymmetrically and without recourse, and that is unfair treatment by any standard.
  What I'm Asking For:
  Im not seeking compensation.
  Im simply requesting a restoration of fair, symmetrical market access including the ability to wager on both Over and Under lines, like other users.
  Ballys refusal to offer even a basic explanation or timeline for review combined with their conflicting statements raises real concerns about selective enforcement and regulatory fairness.
  Thank you for your time and for documenting this dispute. Please feel free to share this final statement with Bally Bet or include it in any official record of this case.
  Sincerely,
  ***** *****
  *********, **
  *********************************
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/07/2025

  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 2024, I used Bally's Sportsbook in **** to place ****** on sports. On August 15th 2024, I won a sports wager that paid $21,083.82. Bally's did not give me the full amount, which is standard for a win like that. They usually keep 24-30% for tax withholdings. I didn't think anything of it and they did not say anything to me at that time. In January, I reached out to Bally's for my tax forms. They told me they didnt have them yet and would get them to me. I followed up no less than ***** times after that. They finally gave me the form on roughly March 4th. The taxes withheld section was blank. I followed up daily asking them to fix it, since they didnt credit my account with the full win. Clearly something was withheld.On March 26th I woke up to an email from them telling me that they sent $15,188.91 of my winning to pay backed child support, and that doesnt count as withholding. The problem is, I dont have children. I have never had children. They are likely confusing me with my father who owed child support. I have followed up again daily to get this resolved.They continue to ignore me despite me pleading for a resolution so I can file my taxes. They have been so untrustworthy, I am afraid to file because I think they will then say they never sent it for child support and they did sent it to the *** for withholding, and then I will need to refile. I need help. They take ***** days to respond and I am out of time. Their live chat just tells me they will escalate it and they arent able to help.

  Customer Answer

  Date: 04/17/2025

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:04/03/2025

  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.

  I am writing to file a formal complaint against Bally Casinos online branch, run by its ************* location. This is in regard to deceptive and fraudulent customer service practices. My experience with their support team has been unacceptable, and I believe they have violated basic principles of fair business conduct.Details:1. Failure to Resolve a Simple Inquiry On 4/2/25, I attempted to contact Bally Casinos customer support via their app to inquire about missing promotional bonus funds ($5) that were promised for signing up for emails. Despite multiple attempts, I never received a resolution.2. Deliberate Obstruction of Support While waiting for assistance, I was repeatedly kicked off the support queue and forced to restart the process. The system asked me three times if I "wanted to speak to a human," only to reset my position in line each time, wasting over an hour of my time.3. Potential Bad-Faith Practices This behavior suggests either gross incompetence or an intentional effort to frustrate customers into abandoning legitimate claims, which I believe constitutes fraudulent business practices.Attempts to Resolve:? I made multiple attempts to contact support through the app but was systematically prevented from receiving help.Desired Resolution:?I request that the BBB investigate Bally Casinos customer service practices, particularly their handling of promotional offers and support accessibility. Additionally, I seek:* The issuance of the $5 promotional bonus owed to me.* A formal apology and assurance that their support system will be improved to prevent similar issues for other customers.I have attached a screenshot for your reference. Please contact me if further information is needed.Thank you for your assistance in this matter. I trust the BBB will take appropriate action to hold Bally Casino accountable for these unfair practices.

  Customer Answer

  Date: 04/14/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 04/21/2025

  Following the formal complaint submitted by the player regarding the $5 promotional bonus for email sign-up and the reported difficulties in accessing customer support, we conducted a detailed review of the account activity and related correspondence.
  
  We have confirmed that the player contacted our support team multiple times via live chat on April 2, 2025, regarding a promotional bonus. Records indicate that the player waited approximately 10 minutes on each attempt but was unable to connect with a live agent.
  
  Per the terms of the promotion, a $5 bonus was to be credited within ********************************************* this case, the bonus was issued twiceonce for Sports and once for Casinoresulting in a total of $10 in bonus funds. Both credits were applied on April 2, 2025, at 2:15:07 AM. The player began wagering on blackjack at 2:26:30 AM that same day.
  
  Although the bonus was credited within the correct timeframe and exceeded the $5.00 the patron assumed he would be credited, the player was unable to confirm this due to delays in reaching support. A live agent could have clarified the 24-hour process. Considering there has been no corresponds since 4/4 and the overall experience, We've gone ahead and sent an email to apologize and extended an additional $5.00.
  

  Customer Answer

  Date: 04/23/2025

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:03/26/2025

  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.

  Money was stolen from my debit card. My card info was compromised. $2950 was taken from my account in 6 different transactions in less than two minutes by Bally bet. I disputed this with my bank and also reached out to Bally bet as I had no idea what the charges were from. When finding info online to attempt to contact Bally bet, I found that every number associated with Bally bet was a number for a completely different company. The address for Bally bet is also showing that it's a completely different business. Finally found an email to contact Bally bet and they have only refunded $2900 claiming they cannot refund the additional $50 that was taken because the money was spent. There is an open investigation with my bank but I want Bally bet held accountable and forced to pay every dollar back to me that was taken unauthorized. Bally bet is an online gambling site and I feel that it is a complete scam and needs to be removed from the Internet all together.

  Business Response

  Date: 03/27/2025

  The refund was issued back to card ending in 4462, totaling $2,900.00.  They were successfully processed on 03/25/2025, complainant needs to allow 1-3 business days to see the funds back in your account.
  
  Please note that we can only refund the balance that remains available from the original deposits. For the remaining $50, we recommend contacting your card provider or financial institution for further assistance.

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

  $2900 was refunded back to my account this afternoon. However $50 was not refunded. I do not and have never had an account with this **********************. There is no reason why they cannot refund my money because someone stole my card information and spent money. I still want the remaining $50 refunded back to me. 

   

• Initial Complaint

  Date:03/13/2025

  Type:Sales and Advertising 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 played on line all of 2024 and had some hits which require a W2G to be filed. They are not listed on my account so I have emailed for 3 months to get these to file my taxes. To date nothing and I need these.

  Business Response

  Date: 03/17/2025

  The W2G was sent over via email on March 16, 2025.  We apologize for the delay, and thank the patron for their patience. 

  Customer Answer

  Date: 03/17/2025

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:01/24/2025

  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 won $500 9/2024 on Ballys online casino. I used my cash app debit card to make a deposit to ballys but after winning I was told my funds could not be returned to the same card. I have several cards on file but ballys would not use any of the other cards I had on file and attempted to make an ach deposit. My bank rejected the deposit because the spelled my information incorrectly despite having a picture of my id and I confirmed my identity. I closed the account for a check to be mailed 10/2024. They claimed to mail the check but it never came to my house. From 10/2024-12/2024 I was told I received a check that I never cashed. I sent bank statements as they requested and it was found that I was correct and was entitled to the money I won. My car was repossessed on 1/13/2025 due to this hold up. After their investigation I requested the check to be expedited so that it also came with a tracking number. I have until 1/30/2025 to get my car back and cannot afford another 4 month wait. I explained this in my last email and asked if the check could not be expedited, if I could physically pick up the check at the casino in person. 5 days later I still have no answer and no funds. Due to their incompetence Im still waiting.

  Business Response

  Date: 01/30/2025

  We attempted several times to withdrawal back to her method no file which failed.  We also attempted two different Ach clearances to different which both bounced from her bank account due to her having provided information for bank accounts not in her name.  We then sent a check which she never received or cashed.  We are now sending her an additional check in attempts to resolve this issue which was mailed on 1/29/25
  

• Initial Complaint

  Date:01/15/2025

  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 an online VIP account with ******************** and feel very disrespected by the VIP host and VIP team. ***** (****** *.) constantly drifts past my concerns about my account and reinvestment. I specifically pointed to scenarios where I feel I was cheated out of a bonus that my losses were due on and he made it seem like I was just another loser gambler and told me he would shut my account off if I continued.

  Business Response

  Date: 01/22/2025

  The patrons issue stems from us not providing bonuses upon request. We provide VIPs with a 12% return on losses.  Below are the last 3 months numbers.
  
  November 2024
  Deposits: $6,963
  Withdrawals: $11,228
  Total ******: $45,007
  GGR (Gross Gaming Revenue): $1,568
  NGR (Net Gaming Revenue): $1,307
  Net Reward Amount: $261
  Reward Percent (Net Reward ******* %): 16.64%

  
  December 2024
  Deposits: $17,199
  Withdrawals: $7,401
  Total ******: $87,751
  GGR (Gross Gaming Revenue): $14,604
  NGR (Net Gaming Revenue): $12,954
  Net Reward Amount: $1,650
  Reward Percent (Net Reward ******* %): 11.30%

  
  January 2025
  Deposits: $0 (No deposits recorded)
  Withdrawals: $0 (No withdrawals recorded)
  Total ******: $1,749
  GGR (Gross Gaming Revenue): $192
  NGR (Net Gaming Revenue): $0
  Net Reward Amount: $192
  Reward Percent (Net Reward ******* %): 100.00%
  
  Receiving the Bonus: The member was awarded a $900 bonus, which came with a requirement to wager the bonus amount a certain number of times (1x rollover requirement) before any winnings could be withdrawn.
  Strategic Betting on Roulette: To meet the wagering requirements, the member placed two bets of $450 eachone on black and one on red in a game of roulette. By doing so, almost all possible outcomes of the game were covered (excluding zero, which is neither black nor red).
  Meeting the Rollover Requirement: This strategic betting quickly fulfilled the 1x rollover requirement, as the total wagered amounted to $900. The member effectively met the conditions needed to unlock the bonus funds for withdrawal.
  Withdrawing the Bonus: By covering both outcomes, the member minimized risk and retained the original bonus amount of $900, which could then be withdrawn, essentially converting the bonus into cash without incurring significant gambling risk.
  This method exploits the casino's bonus system by using low-risk betting strategies to meet wagering requirements, which is not in line with the intended use of such promotional offers.

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I am owed about $500 from Ballys due to the discrepancy in bonus structure and deposit match bonus I was offered. This contradicted and made me waste my bonus play on the match bonus instead of my regular activity and losses being bonused in accordance. I was lied to about my biggest month of losses, December and its not right. I want a $500 reward to rectify all the issues and disrespect from *****.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 01/29/2025

  Weve reviewed the information again and are maintaining our initial response. Unfortunately, we cant offer any bonuses unless they are earned. If this isnt satisfactory, hes welcome to explore other options.

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [ I asked for a list of benefits provided by the VIP team and was presented with a disrespectful message from ***** aka ****** *. He has constantly showed me disrespect and refused to address my concerns out of being cheated out of a bonus. I specifically detailed how I was cheated out of a bonus and was given the run around. ***** has attempted to call my personal phone and give me the run around AGAIN. ***** then closed my account after he told me I was the one being disrespectful. He tried to throw his disrespect and blame it on me!
  

  The damage Ballys  caused let to pain, suffering and future distress which will be followed up on if not resolved by Ballys with the proper compensation owed to me. Payment will be accepted in the form of a paper check mailed to my address on my account or deposited directly to my account]

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******