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:11/05/2024

  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.

  I had an online gambling account with Bally's ********************** PA that I decided to close. With the help of a customer service agent I closed my account on October 6th. When I closed my account I had a balance of $325. Since I was closing my account they were going to mail me a paper check. I inquired how long it would take to receive the check, & they answered me that it would be 7-10 business days, & also asking me to keep in mind that it was dependent on ****. I did keep that in mind & that is why I waited until today to contact them again. It's been 18 business days. When I contacted customer service I asked them when my check was sent out. This customer service agent could not seem to answer that. When I finally commented on how long it seemed to be taking to get some sort of answer from "his team", he said he escalated my request (don't you LOVE how they always say escalate like they're doing anything?) & an email would be sent out once my withdrawal was RESENT!!! I was shocked & quite ticked off. I asked again for the date that the first check was sent. He responds by telling me I closed my account on October 6th. Frustrated I told him I knew when I closed my account, I was asking THE DATE the check was sent to me. He once again did not answer me & instead said, you should have gotten an email sent to you when it was sent. Well I never got such email so I asked him if he could give me a date an email was sent to me instead of the check. He could not answer that either. He said, you will get an email once your check is mailed. Frustrated, I asked if I could speak to "his team" or someone above him. They of course were not available so he "escalated" the issue (??!!!) to his team ************* would be in contact with me within 24 hours. I told him not to bother, I would go through the BBB. I'm truly starting to believe they never even mailed my ************ been almost a month. Honestly, I think they should pay to have it sent next day shipping for poor business.

  Business Response

  Date: 12/10/2024

  We are sorry for any delay. We have checked with our Gaming and ****************** and they have confirmed the check was sent out on 11/15 to the address provided in the amount of $325.

  The patrons account is currently closed and will remain so at this time. 

  Customer Answer

  Date: 12/10/2024

  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 COMPLETELY in reference to complaint # ********.

  Although I did FINALLY receive my check, I am not satisfied with how things were done.  I had to contact them multiple times and I also asked for my check to be sent via Priority since they took their sweet time and I needed that money.  Notice how they did not respond to you until AFTER I got my check even though we've both been waiting to hear back from them?  How can I request something on October 6th, but not get it until November 25th?  I truly think if I didn't get the BBB involved, I never would have gotten my money.  I think this business should be reported for such things so other people don't have to deal with their poor business practices.
  
  Regards,

  ******

   

   

  Business Response

  Date: 12/12/2024

  Thank you so much for sharing your feedback with us. We sincerely apologize for the frustration you experienced, and we completely understand your concerns. We take full responsibility for the delay and for the lack of timely communication, and we genuinely regret that we didn't meet your expectations in this process.
  Your experience is definitely not the standard we strive for, and we truly appreciate you bringing it to our attention. We are currently reviewing our processes to ensure this doesn't happen again and to improve the overall experience for our customers.
  If there's anything else we can do to resolve this or make things right for you, please don't hesitate to reach out. We value your feedback and are committed to doing better moving forward.
  Thanks again for your patience, and we truly appreciate you giving us the opportunity to improve.

• Initial Complaint

  Date:10/21/2024

  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.

  ********* refuses to pay out customers. I requested a withdrawal on Thursday 10/17 and was told multiple times I would receive it within a few days. It has now been 4 days, they are not responsive, and my withdrawal is still pending. This is borderline illegal activity and it is very scary Bally is allowed to continue to operate when they have such an extensive history of not paying out customers.

  Business Response

  Date: 10/23/2024

  The patron indeed requested a withdrawal on 18th October and this was subsequently paid on 21st October 2024
  
  We have responded to the patron and apologized for the delayed response to his query, confirmed the withdrawal has been paid, referred him to the clause 9.14.1 in our Terms  and asked him to allow 2 more business days for the funds to reflect. In the event that it does not reflect within that period, the patron has been asked to provide us with a transactional statement in order for us to further review the matter.

• Initial Complaint

  Date:10/17/2024

  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.

  Impossible to withdraw my sports betting winnings. I have $5800 total in my account with BallyBet Submitted a withdrawal request for $1500. ******** says that withdrawal process would take ***** hours. After 48 hours contacted support via email. No response. After 72 hours withdrawal still did not get processed. Contacted support via chat. No progress. In 2 hours after my conversation with support BallyBet closed my account with $5800 total. No communication from their side on why account was closed. Support via chat failed to provide any details.

  Business Response

  Date: 10/23/2024

  This patron indeed requested a withdrawal on 14th October 2024, the withdrawal along with 3 others requested on 17th October were all paid as listed on his account. 
  
  Our terms do provide in clause 9.14.1 that "We try to authorize your withdrawal request within twenty-four (24) hours of our receipt of your request. Payments will be made generally as soon as reasonably possible, which may require three (3) to five (5) business days internal processing time unless being withheld pursuant to a dispute or any reporting obligation that we may have to the Regulator or any relevant law enforcement authority." and the patrons withdrawal requests were duly actioned within a reasonable amount of time as described therein.
  
  Following receipt of a regulatory threat, the patron was emailed on 17th October 2024 confirmation that the funds had been paid - it is important to note that this patron has since been excluded due to being on the ** SE list.
  

• Initial Complaint

  Date:10/10/2024

  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.

  I have $275 in my account with Bally's. Each time I attempt to withdraw it, I receive an email saying the withdraw was successful, and then seconds later, receive one saying that it was unsuccessful. I have reached out to their text chat with a live agent who told me they could not help me and that I would have to call a number. I called the number and it was an automated voice telling me to contact their online text agents.

  Business Response

  Date: 10/16/2024

  We have reviewed the complaint and was unable to locate any communication from this player associated with email, name, or member ID. The player never contacted us prior to the complaint.
  
  The account has a balance of $285.00 with $15.00 being bonus funds. The member attempted to make a withdrawal in September (9/20) and twice in October (10/03) (10/14) to a credit card which is not allowed for withdrawals.
  
  We have followed up with the player via email on 10/16/24 to advise of VIPP as a withdrawal method. Unfortunately this option has to be ruled out before we can proceed with Decomp and Recomp.
  
  

  Customer Answer

  Date: 10/16/2024

  I have been attempting their proposed solution for weeks now and always get the attached error message.

   

  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,

  Jake

   

   

  Business Response

  Date: 10/21/2024

  Patron emailed on 10/21 and provided alternate options for clearing balance

• Initial Complaint

  Date:09/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in regards to Open ticket # Request no: ***** On Friday, September 20th I submitted a subscription to Bally's Bet Sportsbook (****). Upon gaining access, I deposited $100 to get started and almost immediately I was asked to upload a picture of my Drivers License and a current Bill with proof of address, which I did for both of these items. I received a message that verification may take up to 48-hours, which is odd, but I was okay with waiting.On Sunday, September 22nd I went to login into Bally's to check status and found that there was no change in status of Address Verification. I went to call Bally's directly to resolve this problem, but unfortunately (for consumers) there is no direct phone #, all a user can do is submit an email, which I did. I received an email back from Bally's on Monday, September 23rd with a case # but no information on when I can expect to be able to access their service. I replied to that email on the 23rd asking for an update on when I can expect to be allowed access, which I received a reply stating... " I do see that your account has been fully verified, we do apologize for the delay in responding to your email. This was due to the large volumes we are experiencing at this time." I'm still unable to access my account due to "verification in process" messaging.I've sent an additional two emails asking about when I can expect access. As of this writing 9/25/24 I still have no access, and they have my money.Bally's, you have a D- rating on the BBB, there are over 40+ complaints filed against you, and the theme seems to be the same/similar... YOU are not delivering on your promise, and your comments are full of finger pointing at your users.I am seeking my money back as I do not trust this business.

  Customer Answer

  Date: 10/06/2024

  The business has not responded to my inquiries or concerns in reference to complaint #********. I have been able to withdraw my $100 and will be cancelling my account. The ******************** can close this complaint.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:09/14/2024

  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.

  If you have a problem with a Bally's online game you are really on your own. There is no one you can talk to by phone and the email support is horrible. On 9/11/24 at 12:20pm at ****************** in ** Speed Baccarat I placed a $15 bet on the Tie outcome and won. My $15 was clearly on the Tie bet before the clock timer started for "no more bets" and it was on the Tie hand throughout the entire clock rundown. The Tie bet won which pays 8 to 1 and I was paid nothing. My balance should have increased $120 but my balance did not increase one *****. I alerted them through chat and the Service Manager said he "found my bet" and would submit it to Customer Support. It is not like when you are playing in person at the tables and can get mistakes corrected quickly. He said I would have to wait to be contacted by email.When I was contacted days later the emails I received did not even relate to what happened. I sent Customer Support an email detailing the problem and they replied asking for a screenshot of the error. Why and how would I have a screenshot of that brief moment in time when my bet won and did not get paid? It's like they didn't even read what I had written above their reply to me. Then today I get an email that says "....Per the game rules, when a Banker bet ends in a time, the wager is returned.... ". This response from **************** did not even remotely relate to what I told them happened or what the Service Manager said he would submit to them.The Bally's online app is quick to take your losing bets $ but not so quick to pay you correctly or credit your account for money they owe you. Bally's ripped me off for $120 and their Customer Support is terrible. I would avoid playing online. Why play when they don't pay?

  Business Response

  Date: 09/20/2024

  Upon investigation, it appears that the players who bet on the banker received their original bets back, which is expected behaviour for a tie in ********. Which is why the aforementioned player had their bets returned without any additional winnings. This is standard game behaviour. Therefore, there are no issues with the pay-out, and the players correctly received their original stakes back.Additionally, we investigated that the player did bet on the tie; there is no evidence that the player placed their bets on the tie result.
  
  We had a supervisor respond back the player on Friday, Sept 13 explaining all of this and we have not received a response. 

  Customer Answer

  Date: 09/20/2024

  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
  
  Bally's response makes no sense. I did NOT bet on Banker, I bet on Tie.  I put $15 on Tie as soon as they called "Place your bets."  I KNOW I put $15 on Tie because I was carefully following the game and waiting to do that at a certain time.  I know exactly which two hands preceeded my Tie bet and then I immediately placed $15 on Tie and the Tie bet WON and I DID NOT GET PAID THE $120 I was owed.  I immediately notified the dealer and the Service Manager who said he saw the bet and would contact Support.  Apparently they cannot see now that I did indeed bet on Tie.  The Bally's app is very glitchy and various problems occur with it during the course of play.  You cannot count on the Bally's app.  It often freezes. Sometimes you are watching one dealer and all of a sudden the video shows a different dealer, then goes back.  Sometimes the cards remain on the screen after they are supposed to clear and you can't even bet.  When I bet it did not register that I had a bet on Tie, and won.  Which is not fair, since they never seem to have a problem taking my $ if I lose the bet.

  Business Response

  Date: 09/24/2024

  While we stand by our previous assessmentbased on our logs, we could not confirm your claim of betting on a tie as a one-time gesture of goodwill, we have credited the patrons account with $105.00.
  Advised patron we will follow up with the BBB informing them of this adjustment.
   

• Initial Complaint

  Date:09/04/2024

  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 tried to withdraw my winnings for days and ***** will not give me my money.

  Business Response

  Date: 09/05/2024

  The patron's WD was processed/released on 5 September 2024 to his credit card. 

• Initial Complaint

  Date:08/26/2024

  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.

  Ive had numerous issues with Ballys casinoamong technical issues where they lock you out of playing the demo games, slot games freeze up, you arent able to play table games, etc. If you do end up winning big or even a little, they will ask you to provide detailed information about your debit/credit card (which I understand) however, my story is, I solely used my debit card for deposits (which had already been verified fully!) and when I did win a $17,000 jackpot after spending nearly 11k, I had a pending withdrawal for over a week. A time before when I had won another big win, it only took about two days to deposit to my [verified] debit card. In fact, it took weeks for me to even know that I had to verify my account again. I had to reach out to live chat multiple times to finally get a valid, true response as to why my withdrawal was taking so long being I had to send in MORE documentation that literally was the very SAME documentation requested and SENT weeks prior. In the meantime, I did not receive one single email or correspondence from Ballys support team. Seems they will take 1000s of dollars from you quite easily but when it comes time for a payout they force you play thru your winnings before they even allow you to satisfy their constant safety concerns. These are all dangerous and unsafe tactics by a so called licensed online casino.After contacting them numerous times via chat to address my concerns due to their unfair treatment, they closed my account stating closed due to your live chat sessions! I never swore, I never threatened, I never said anything other than words inquiring about the status of my account, asking if I qualified for any bonus, and brought to attention my rightfully fair concerns! Insane, unscrupulous and undeserving. Dont even try to contact the pa gaming board, they will just side with the licensed casino without taking any true due diligence to protect the patron in any case, I can promise you that!

  Business Response

  Date: 08/27/2024

  This player has contacted on five separate occasions with issues since April 2024, siting various issues such as game fairness, bonuses, monthly Responsible Gaming limits, verification, and withdrawals. All the issues were resolved and the responses provided to the PGBC.
  
  In regards to the withdrawal, on June 17th, the Gaming Finance team requested the active payment method after reviewing the account for a $10,000 withdrawal. During this review, they found multiple payment methods and an excessive number of failed deposits. As a result, they requested the payment method on file. The player was emailed via the automated system.
  
  The required documents were submitted on June 18th but were rejected because the card number was not properly shown. The player provided a new card photo on June 20th, which was verified on June 22nd. The player attempted withdrawals three times before June 22nd, but these were held pending verification and subsequently cancelled by the player, who eventually wagered through the funds.
  
  The account was eventually permanently closed for Responsible Gaming concerns, after the numerous complaints about game fairness but her continuation to play. They emailed the player on 8/4, to advise her of the permanent account closure.

  Customer Answer

  Date: 08/29/2024

  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 # ********. 
  

  I do not believe that by me politely inquiring about those legitimate issues within my account, I should have been banned based on responsible gaming. I have abided by all the terms and conditions through my entire history with Ballys. However, I believe on numerous occasions Ballys has unscrupulously put me in situations where I had to seek out answers due to unfair gaming practices. I had asked Ballys to clear past card numbers from my account because there wasnt a way for myself to do it. Therefore, some cards were accidentally tried for deposits a few times. But as you can see, most ALL deposits and ALL past withdraws were to the same bank account that had been verified twice previously. Withholding payment from a winning for even a couple days even after my debit card had been verified yet again, and knowing that I was actively playing still seems shady.Again, I do not believe that is by any fault of mine that led to my account being banned and wish for it be opened again. 

  
  Regards,

  ******

   

   

  Business Response

  Date: 09/05/2024

  After reviewing all correspondence and information, the account will remain closed at this time. We understand any frustration assure assure that our intent is not to penalize a patron for seeking assistance or addressing issues with their account. Our decision to keep the account closed is based on our responsible gaming policies, which are designed to ensure a safe and fair environment for all our patrons.
  

• Initial Complaint

  Date:07/31/2024

  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 was using their online sports betting app and then about a week or two into they started stopping my winnings and holding my money, wasnt even much. They kept blocking my withdrawals, *** asked for them to send me my money, they have asked me for documentation like pictures of me holding my ID, my bank cards, & they are now asking for bank statements which is crazy cause you dont even get a bank statement til the next month. They have closed my account and I wasnt even on it long. I am in dental so I need that money, I dont care how little it is. I sent them everything. This is wrong and Ive read the reviews on the Apple Store and everything. This is illegal what they are doing!!!

  Business Response

  Date: 08/07/2024

  We can confirm that the patron has not fully satisfied the verification requirement. RPF have however processed her remaining balance to the to **** ****2058 as follows, on 2nd August 2024:
  Refunded | $280 - Auth Code: 830754
  Refunded | $250 - Auth Code: 047046
  Refunded | $260 - Auth Code: 531774
  Withdrawn | $46.61 
  Our records validate that the listed transactions were successfully processed and the patron would as such need to contact the associated Bank directly, as they will be able to further assist her with clarity on the status of the refunds. 
  
  In terms of the account status, it will remain suspended, pending receipt of an official bank statement, reflecting the deposits made to Bally Bet.
  
  Trusting the above provides some clarity on the matter.  We will also reach out to the patron directly and inform her of the same.

• Initial Complaint

  Date:07/28/2024

  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 previously funded my Bally online casino account (under ******************** with $100 from my Paypal account linked to ***************** I have attempted several times to withdraw the $100 back to my Paypal account. ***** initially blocked my withdrawal and requested that I verify my status by taking a selfie holding my driver's license. I provided this info and ***** confirmed that I was verified. However, Bally still will not allow me to withdraw my funds. I requested customer support to explain why my withdrawal is still being blocked. I received no response. I request a Bally representative to call me at ************ and work with me on the phone to complete the withdrawal.

  Business Response

  Date: 07/29/2024

  We we able to issue a refund directly back to the players PayPal account and notified them of this via email.
  
  It seems we received and reviewed all requested documentation by the 5th of July when the account was reopened.  He attempted to place two withdrawals following his verification however they were held and eventually failed due to the PayPal account status not being changed from requested to verified. This has all been corrected, apologies for the oversight on our end.