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:07/14/2024

  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.

  I contacted the casino customer service threw email and on the phone trying to get an answer to a question about the promotion they are running that I qualified for by depositing around $1000 dollars of my money on the night of July 4 into the morning of July 5. For every $50 dollars deposit Im supposed to receive an entry into winning 500 or 50 dollars in bonus credits on their online casino. I should have had about 20 entries from my deposits that week. However that morning on July 5th I got an email saying my account had been closed and then another later asking me to verify my identity to open my account again. I did respond with what they asked for but never heard back. Finally today I contacted again and after going back and forth Ithey reopened my account again. After it reopened I emailed them many times just asking them for any amount of bonus credit since I missed out on an opportunity to win $500 bonus play at no fault of my own or for an explanation why I dont deserve anything because Im wrong about being cheated out of my chance at winning their promotion I never received any response or answer. I called and after being on hold for over ******************************************************************************************* the drawing but I must of just not won. I asked a follow up question about so if I won the $500 bonus play it would have been deposited in a closed account? That doesnt make sense I said and the person on the phone said oh yeah ur right that doesnt make sense. I asked if they actually found out if I was really in the giveaway with all my entries or were they just telling me what they thought. I Was put on hold again and no1 ever came back on phone. I submitted more emails with no answers.. This may seem ***** but I have been a loyal customer and spent 100s of thousands of dollars there in the last 10 years and never got or tried getting and bonus or reward bonus. I qualified then shut off my account. I feel cheated

  Customer Answer

  Date: 07/25/2024

  [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:07/10/2024

  Type:Order 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.

  Ballys support email is unopperable. So my complaint is listed here. They need to check there slot payouts Please send me a transcript of my Cleopatra **** play for 7/8/2024. My id is *******. The machines pay out rates are malfunctioning. I would like this to be looked into. If this is the way the slot is set then I would like the gaming board to look into it please. Thank you

  Business Response

  Date: 07/17/2024

  We cannot find a record of the patron reaching out to us re this matter or game fairness and payouts.

  Here is some insight on the players account:
  
  Wager: $5,075.40
  Win: $4,722.66
  Expectation: 93.05%
  Deposits: $385.00
  Withdrawals: $200.10
  Comp Credit: $167.00
  
  I attached the game history on 7/8/2024, which includes the slot in question, Cleopatra *************

  Customer Answer

  Date: 07/17/2024

  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. 

  My main complaint was that the support email for Pennsylvania did not work. That's why they don't have a record of a complaint from me. Best to stay away from a site that has poor payout and no support.

  [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:07/05/2024

  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.

  Hi team, Upon signing up on Bally Casino app, I was given a free casino bonus of $50 to my account balance to play from but only to find error messages disallowing me to play. When brought the issue to the support agents - they now say that I need to first verify my account with necessary documentations; Drivers License, or any proof of identification. I, then uploaded my drivers license onto their app and my submission was denied because of poor lighting and they could not read it properly. To remind you, I had sent it perfectly fine with all edges being fit onto the screen and great lighting. They then requested the docs to be sent via to their email or to a live chat agent. I sent new pictures of my ID and an a mail that has my address to them, but to all my efforts being ignored. They are hardly communicating with me, and deliberately delaying my account activation to play from the $50. No response to them and also followed back with them and they keep prolonging the dates they will verify me. I feel they are falsely keeping me aback since they now changed their welcome sign up bonus (getting rid of the $50) and do not want me to access my account to let me play my $50 already in my balance. This is wrong and unfair as I have sent them my key personal information. I am afraid this is a scam and using my information for something else.

  Business Response

  Date: 07/15/2024

  The patrons account was cleared for play and she was subsequently awarded all bonuses due to her:
  07/09/2024 6:49:24pm EDT PGC Service Level Agreement - SLA - Customer Goodwill $10.00 Referred by member *********- GOGW 7517424

  
  07/08/2024 10:24:19am EDT PGC Gaming Finance - Proof of ID Incentive $11.00 ID verified - selfie and gov't issued ID *******

  
  06/19/2024 10:12:56pm EDT PGC ************* ***** $50.00 7453985

• Initial Complaint

  Date:06/30/2024

  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.

  After depositing $50 into Bally Sports - I was not granted the bonus bets. No problem. I then used my own money to wager on a game and won $93. I, then made a withdrawal request on 6/28 and have not yet receive my money. I find out they suspended my account and wanted to verify my identity. I provided all the necessary documentation and still have not receive a response back from them to confirm my email. No decency at all. On the app, it listed within minutes for withdrawals, then on email it says 3-4 days and then support agent says 24 hrs. All of this is misleading information and false advertising. They are keeping my money hostage and running a scam here. I will only escalate this further to the state attorney and NY gaming commission. No other betting apps takes this long to accept a withdrawal request and verify my documents. I have not received a single response from them through email.

  Business Response

  Date: 07/17/2024

  The patron submitted a withdrawal request on 28th June 2024 and I'm pleased to confirm that the patrons withdrawal of $93 was successfully paid to his PayPal account on 1st July ******** processing time in this respect is in alignment with our terms,particularly clause 9.14, excerpts of which have been included below:
  9.14.1 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 daysinternal 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.
  9.14.3 For security reasons, Patrons making withdrawals may have to provide some additional information and documents to ensure stringent safeguards are maintained as set out in these Terms. We are not responsible for any delays in processing your withdrawal requests if you do not receive or respond to our requests. Should you fail to provide us with, or fail to verify the authenticity of, any documents requested, we reserve the right in our sole discretion to cancel a withdrawal request. Depending on the outcome of these verification checks, you may or may not be permitted to deposit further monies with the debit card or other deposit methods previously used by you.
  9.14.8 Once your withdrawal has been approved, a request for withdrawal will be considered honored if the request is processed by us and we are not responsible for any third party financial clearing process that delays your payment being received, including any delays caused by a payment processor, a credit or debit card issue, as applicable, or the custodian of a segregated account.
  
  Further to the verification request, this request was made in line with clause 6 of our terms and as the patron failed to satisfy the request, the account was suspended pending receipt and acceptance of the requested verification documents. Should the patron wish to submit these documents, he is welcome to send them securely via email to *************************** All information you provide will be kept confidential in accordance with our privacy policy.
  
  
  Terms link: ***************************************

• Initial Complaint

  Date:06/25/2024

  Type:Product 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.

  I have reason to believe that Bally is gaslighting its customers and withholding funds after winnings. They have a rigorous and unnecessary verification process that they make you do that inevitably gives them the time to lollygag with your earned money. Ive been verified by them more than 4 times and still havent received my winnings. I just read online that they *** be filing for bankruptcy soon so that *** be the reason they dont wanna pay people out. There has been a poor lack of communication and its been going on for months now

  Business Response

  Date: 06/12/2024

  The details of this incident have been shared with our Senior Leadership Team.
  Since this complaint is related to Bally Bet, resolution will be sought from an entity outside of our property management.
  I will add details to Complaint ID: ******** as they surface. Thank you.

  Business Response

  Date: 06/24/2024

  This complaint originated with Bally Bet Online Gaming which is not directly controlled by *****'s **********. ***************************** account is not directly connected to *****'s **********, but we are working to address the issue with the relevant party. We encourage ************************* to continue to work directly with his contact at Bally Bet to resolve this matter. 

  Business Response

  Date: 06/25/2024

  From: ***********************
  Sent: Monday, June 24, 2024 6:01 PM
  To: *************************
  Subject: Bally Bet
  
  **************,
  
  I have received information from the Better Business Bureau that you experienced an issue with your Bally Bet account. Currently the Ballys Evansville Casino does not work directly with the Bally Bet App, and I am not able to resolve the issue. I have reported your information to the Operations and Compliance teams for Bally Bet so they can fix the issue on your account.
  
  If I receive any information from the Bally Bet team about the issue I will advise you. If this is not resolved by 06/28/2024 please reach out to me by e-mail or my office number ************.
  
  ***********************
  Executive Director of Gaming Operations | Ballys **********
  ************************************************************************
  W: ********************************************
  t: ************ |
  ********************************************

  Business Response

  Date: 06/26/2024

  We had made a request for verification documents in line with clause 6 of our General Terms &Conditions. *********************************
  
  Following receipt of the requested documentation, the balance was refunded in full to the patron on 13th June 2024

  Customer Answer

  Date: 06/26/2024

  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. 

  I have contacted my bank. They told me to reach back out to you guys because it was never received. Once I asked about it, the business suspended my account to avoid accountability. The refund (which shouldnt be a refund to begin with. It should be a withdrawal payment) was not received on June 13th. After 7 days of pending, all I can pull up now is an error message and its been 2 weeks since I was supposed to receive my funds 
  
  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:06/20/2024

  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 an account with *****'s and play often. All of a sudden they ask for copies of my bank accounts that I use. I sent them in a PDF as asked by them and they continue to say I sent screenshots. I want restitution of what I lost while they continue to keep my account locked. Meaning the amount of money I could have won if they hadn't locked my account for no reason.

  Business Response

  Date: 06/24/2024

  After reviewing this player account, it seems they were requested for selfie with ID and ccs 4383 and 6030 on 6/16/2024 after a name mismatched card was identified on the account along with many non-matched AVS deposits (Incorrect billing address) and a large number of registered payment methods.  The request can be justified given the companys policy regarding name mismatched cards, as can be seen in our terms and conditions, as well as the several other risk flags which were present on the account.
  
  Over the course of the week from the 17th-21st of June the player made many contacts to our customer service and verification teams. During this time only the below documents were provided.
  
  The player provided a screenshot of a virtual card for cc 6030 which was rejected for being a screenshot and not showing her name.  The player also sent a PDF statement for her paypal account which was saved but not part of the original verification request . In each instance customer service and the *** teams provided the player with appropriate follow up communications to identify why her previous submissions were not sufficient as well as to provide guidance on what was additionally required to help restore functionality to her account.
  
  It should be noted the player did not deposit or wager following the closure of their account and their balance remained at $0.17 for the entirety of the review period.  Thus, the players claim for restitution is invalid as Ballys retains the right to request verification on any player account according to our terms and conditions and nothing was lost during the review period nor was any significant balance withheld from the player.
  
  

• Initial Complaint

  Date:06/20/2024

  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.

  Its almost going on two month now that Im unable to redeem bonus bucks as well as losses before realizing that its not going to the account after calling as we as chat with the company Ive been told by reps that its escalating and to wait for response in 24 hrs never have I gotten any they have credit the account 2$5$10$ a few times as I told them I spend thousands n more money every day over the credit they give I play every day and Im unable to redeem anything that *** earned from playing my money Im treated as if its irrelevant as Im irrelevant as well as my money I spent Ive. Been playing this game for at least three years .I feel like I m being taken advantage and not receiving any help because Im not spending the money that other people can afford I said it a billion dollars company and I cant get even th5$ that is on the account showing that I play CAs please give me a little assistance

  Business Response

  Date: 06/24/2024

  There was a technical issue with the Bally Bucks redemption and our staff has been instructed to manually credit any issues $5 and under.
  
  In regards to this player, she  has received ample compensation throughout her play history on our site, whenever she contacted us re this issue.  In the past she was credited $75 by a CS Manager for the Bally Bucks issue.
  
  Please find her comp history attached.

• Initial Complaint

  Date:06/14/2024

  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.

  I won $550.00 on june 8th I also deposited more money in the betting app as well, and that was $700.00 I didnt mean to deposit $700.00 I was only trying to do $70.00, so I tried withdrawing $1,250.00 it usually takes a day for the money to go into my account 4 days go past and on the June 12, 2024 I messaged Bally and the said they would be releasing funds that evening that it would be expedited, the next following day I had no funds so I reached out again and a guy named ****** told my I had pending withdraws that I should get my money late in the day and this is June 13, 2024 so I waited and around 2:36pm I got a email saying my account is suspended and they wont let me log in or withdraw any of my money can you please help me get my money this is not right I been on betting apps for years and this has never happened

  Business Response

  Date: 06/21/2024

  The patron has been asked to submit documents and he has not yet supplied the requested information. Kindly note that the request made is in accordance with clause 6 of our terms- **************************************;

  The *** team have attempted to follow up with the patron on 13th and 17th June 2024 respectively, but to no avail. 
  
  Upon receipt of the requested documents, we should be able to further manage the patrons request. The documents was emailed to the email address registered to the patron's account, and this matches the email address supplied to the BBB.
  
  Trusting this provides some clarity to the request

  Customer Answer

  Date: 06/27/2024

  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. 

  I have sent all of the necessary documents  

• Initial Complaint

  Date:06/13/2024

  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.

  I won a little over $5,000 almost 2 weeks ago. I have submitted check stubs, W-2, picture of my card, and bank statement. I am becoming very impatient because I am not the first person that has been delayed winnings. They are dragging their feet and taking their time on paying me out.

  Business Response

  Date: 06/28/2024

  
  An operator ban has been imposed and the remaining account balance, in the sum of $5,050.78 has been refunded to the card ****3481. The action was taken in alignment with clause 4.3 of our terms (*********************************), and our RPF team have duly communicated this outcome with the patron.
  
  

• Initial Complaint

  Date:06/12/2024

  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 made my initial deposit of $60 into my Bally account on 5/3/2024, placed a successful bet, and won. I continued to make deposits on different days and place bets at first I was able to withdraw funds from my Bally account. However, when I tried to withdraw majority of my winnings ($1,600), my account was unexpectedly suspended. I was told that I needed to verify my account by providing my drivers license, picture of my debit cards and account statement. Despite providing all necessary verification documents that were requested, I was again asked to verify the same information my account has been suspended since May 18, 2024. My account now has been closed and Ive been asked to verify my information again. I have been unable to access my funds, account and this situation feels unfair. I suspect this may be a case of fraudulent activity. This company committed to allowing me to make deposits to be able to place bets on sporting events and if I won that their company would honor the win and pay out the funds that I won.

  Business Response

  Date: 06/18/2024

  Kindly note that this patron has outstanding documents and we have informed him that his account will remain suspended pending receipt and acceptance thereof. This request was made in line with clause 6 of our terms / *********************************
  In respect of his remaining balance, we confirm that a sum of $1453.57 refunded to the **** ****0033 to cover exposure and the balance of $373.28 processed to the ********7102 on 14th June 2024.
  
  Trusting the above provides some insight on this one.