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:01/10/2025

  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 signed up for their sports book in **, they have no listings for contact in **. However Ive been trying to cash out my winnings and bets. They refuse to pay me out. First saying I needed to verify my account. Ive done that. Then needed to verify my identification, I have done that several times over. Been almost 2 months without a response. I just want my money and they can close my account!

  Business Response

  Date: 01/15/2025

  Please we attempted to process the balance to the patrons ****** account, however it was rejected by the system. Therefore a requested ACH clearance for the amount was done one 01/15/2025 09:37:00
  

  Please note the account has been closed due to threats made and racial slurs by the patron, which are not tolerated on our site. 

  Customer Answer

  Date: 01/15/2025

  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,

  *******

   

   

• Initial Complaint

  Date:01/06/2025

  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.

  As a sportsbook or any company you deposit funds into or withdrawal which requires verification, you have to do so prior to using the application with it be driver license or passport it is protocol to do so, this company proceed to allow customers to deposited fund hundreds even thousand of dollar without verification then once one requests to withdraw funds Bally bets cancels your request then to ask to submit those documentations all of a sudden which is shady, and quite scam ish. I submitted two withdrawals one for $10.60 another for $943.09 this shady company processes my $10.60 but canceled my $943.09 asking for "verification" when I reached out to customer service agent said it would take someday to verify your information the after that the withdrawal can be processes which then would take another 2-3 day. they don't have proper agent to assets who sometime properly disconnect in the middle of one asking for clarification and assistance.I would highly advice other to not deal with the headache and take your business else where.

  Business Response

  Date: 01/29/2025

  We had requested verification documents from the patron on 6th January 2025 (Ticket #*****)- this request was made in line with the withdrawal policy, as outlined in clause 9.14 and the withdrawal request was rejected at the time.
  
  The patron went on to resubmit the withdrawal request on the same day, however proceeded to reverse it on Jan, 8th and instead played out the funds
  
  The patron was emailed of the above

• Initial Complaint

  Date:01/06/2025

  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.

  So I was in the middle of 2 ****** totaling around a bit over $500 when the wheel in the game broke and money was being taken from players accounts without the live dealer spinning the wheel and results came back as a loss for all players in those 2 spins. I had to wait an hour as you can see in the time frames in picture accordingly with my balance they took $500 from me promised me a refund and no one has reached out to me in regards to my missing money, when I reached out to support they ended the chat and didnt want to talk with me about the money they owe me. Since then I have been reaching out sending emails and no support agents are reaching back out. Bally bet online casino is a scam and they should be held accountable. Ive wagered over almost ****** on there casino and theyve only rewarded me with cents after wagering over 2k in one day its absurd they should be shut down and held accountable as its unfair to us players that money goes missing all the time and no action gets taken as we work hard for our money and they come in and take it little by little with their broken games. Please ask them to refund my $500 they took from me as they are stealing it from my kids mouths.

  Business Response

  Date: 01/07/2025

  No funds were taken from his account fraudulently. All games and bets are final and are conducted fairly.The site operates under the strict regulation of the Pennsylvania ******************** (PGCB), ensuring that all games and payouts adhere to the highest standards of fairness and transparency.
  Regarding the issue he's mentioned, any technical interruptions or discrepancies during a game are thoroughly investigated, but it is important to note that all outcomes are determined by the system and are non-reversible once final results are processed. The situation he is describing has been reviewed, and no funds were taken improperly. A game history for the session in question has been attached.

  
  Further to this please be advised that his account has been closed and will remain so permanently. This action has been taken due to the patrons threats of bodily harm made towards one of our team leaders and their family, which is absolutely unacceptable and will not be tolerated under any circumstances.
  We take the safety and well-being of our staff and players seriously, and we maintain a strict policy against any form of threatening behavior.

• Initial Complaint

  Date:12/24/2024

  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 downloaded their app and put money in my account on the app. I was immediately informed by the app that online gambling was not available in my state, and therefore could not use the app. I have submitted to get my money back from the app multiple times, each time it says the request is denied. I have reached out to customer service several times. Their only response is that it "has been escalated". The money has now disappeared from my account with no further response/communication from Bally's. This issue began on Thanksgiving. It is now Christmas and is still not resolved. Bally's has now stolen my money and is refusing to respond. I informed them I would be filing a formal complaint on December 20, still with no response.

  Business Response

  Date: 01/06/2025

  The disputed balance of $100 was refunded to the originating payment source on 21st December 2024 and the patron was duly informed thereof via email.

• Initial Complaint

  Date:12/21/2024

  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.

  Refused to honor their promotion of getting $150 in bonus bets when you wager $25 on their sportsbook.

  Customer Answer

  Date: 01/01/2025

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

  Business Response

  Date: 01/06/2025

  This patron did not qualify for the offer in question due to him having staked his bet bet at odds below the minimum required (-192)
  
  The terms of the offer is very clear and provides in clause 3.1 that "Complete registration on Bally Bet and make your first-time deposit and place your first sports wager with real money of $25+ on an event with minimum odds of -120 that settles within 28 days of registration." 
  
  The patron was emailed and provided with the above information. 
  

• Initial Complaint

  Date:12/20/2024

  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 withdrew my winnings from a bet I made on 12/13/2024 there webisite says they will hold funds for 2 days before they release it has now been 7 days since the time of my withdraw they are illegally holding customers funds over the time period they sayI have contacted the **********************, and NJ and *********************** as well as this seems to be a on going problem with this business evading there legal gaming regulations

  Business Response

  Date: 01/06/2025

  The patron raised a regulatory complaint with the **** relating to the same issue.This was managed and resolved on 29th December 2024 

• Initial Complaint

  Date:12/16/2024

  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 waited over ***** hours as the business have previously told me regarding specific withdrawals. All they are giving is same time frame without any advance in the progress. Sent out multiple emails throughout, and only have received excuses. Now the time is well past the promised timeframe.

  Business Response

  Date: 12/26/2024

  Patron contacted into **, and was advised withdrawals were still pending on 12/17. The same day follow-up shows all withdrawals paid out to patron. 

• Initial Complaint

  Date:12/13/2024

  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.

  On December 9, 2024, I made two withdrawals for $36 and $52.50. Today, December 13, 2024, at 7:05 PM EST both withdrawals are still "processing." In this time I made three bets yielding a $38.50 return on investment of $50 in accepted deposits. My debit card has been used for previous deposits and withdrawals that were also 100% accepted.From the said "processing" dates, DraftKings took 1 minute to complete a $1900 withdrawal process. Subsequently, FanDuel needed 20 minutes for a $275 withdrawal and BetMGM needed 55 minutes for a $550 withdrawal. These are only examples as all three companies consistently perform at this level. These remain as industry standards and are an example of how each company appreciates my business and I assume others'.This would only be my second experience with "Bally Bet" and the same instance occurred the first time. Is this a legitimate company? Already relying on excuses and technical inabilities, this "company" has failed at it's responsibility to pay a massive $88.50. Perhaps, this reflects it's 3-year stock price decline of *****% (BALY).This serves as a demand for my due funds.

  Customer Answer

  Date: 12/24/2024

  Better Business Bureau:

  My withdrawal requests were rejected on December 16, 2024 with a false explanation that I didn't withdraw to "the deposit method used." Of course, I did withdraw to "the deposit method used." Of course, I had received three other previous withdrawals to "the deposit method used" that were all accepted.
  

  I immediately withdrew again to the same exact "deposit method used" and it was miraculously accepted on December 19, 2024. I finally received the exact amount expected.

  I've since discontinued using "Bally Bet" for delaying payment and lying about the reason for doing so. I also submitted to "Bally Bet" every transaction that was accepted and completed using the "deposit method used" which corresponded precisely with my bank statement.

  Thank you to Better Business Bureau for following up. Your service is integral to the community and is quite appreciated.

  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:12/11/2024

  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.

  On Dec. 3, 2024, I initiated a $6,824 withdrawal from my Bally's Sportsbook and received an email that Bally's would attempt to approve it within 24 hours. Previously, on Nov. 30, 2024, for a prior withdrawal that was never processed and rejected, Bally's requested documentation from me to verify my banking information and identity. I provided all requested documentation the same day - Nov. 30, 2024. Since December 3, 2024, I have sent 6-7 emails to *****'s customer support requesting a status of my withdrawal and to confirm it will be approved. Bally's keeps informing me that the withdrawal is being "reviewed" and that I will be contacted when it is approved. I am beyond frustrated as I just would like my withdrawal processed and the funds returned to me. It has been 9 days and the withdrawal is still showing as "pending" on my account on the Bally's sportsbook app. Please help.

  Customer Answer

  Date: 12/23/2024

  [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 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:12/10/2024

  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 currently have ~$10,500 sitting in my account that I have tried to withdraw only to have my account temporarily suspended... it's incredibly difficult to get in touch with anyone who is able to help as I'm unable to use the "Live Chat" function with my account suspended and the listed "Support" phone number doesn't offer any help to players in ******** (not to mention the majority of other states aside from *********); the only way to get in touch with customer service is via email, which I have promptly responded to providing all requested documents (despite them being redundant in nature) in order to verify my account details... however, I am now going on Day 10 of email communication going back-and-forth without a resolution and am incredibly frustrated / feeling helpless.Based on the number of other complaints that are similar in nature to mine, this company seems like their only intention is to either scam customers or delay owed payments hiding behind the excuse / explanation of "high volume" for everything, which is borderline illegal and scary... I'm at the point now where I will have no choice but to submit a formal complaint to the ************************************************ as well as take legal action if need be in order to hold this company responsible for their actions and negligence.

  Business Response

  Date: 12/31/2024

  
  Confirmed decision to suspend the account, with closure maintained based on sections 3.3/3.4 of our terms. The remaining balance of $10,435.03 has been refunded as follows:
  $4,550 refunded to Visa****9089
  $5,885.03 refunded to Visa****9607
  Directed to the regulatory dispute portal, with full protective measures confirmed to apply.

  Customer Answer

  Date: 12/31/2024

  [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 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,
  
  ******** *******