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:05/15/2024

  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 started using Bally Bet April 7th. I followed all guidelines and house rules. A week and a half later, after accumulating winnings over $10k, they decided my account needed to be verified they asked for proof of deposit into Bally bet asked for my banking statements and personal information. I gave them this and they verified my account. A few weeks later they block my withdrawals AGAIN and state I need to send them proof of funds, in form of paystub. Didnt make sense to me since I just got paid from them over 10k in winnings, but I complied and sent in 3 banks stubs along with screenshots of winnings from them. They then proceeded to say that I needed to be verified again. This time the process has gone over a week. They will not respond to my emails now and chit support continues to tell me they cannot help and that I can email the other team that handles it. I have been patient, and complied to all request. At this point they are not responding and arent giving me any answers on what is going on and why they keep putting my withdraws on hold.

  Business Response

  Date: 05/14/2024

  Bally Sports is owned by Diamond Sports Group. We share a naming convention with Bally Bet, but have no other affiliation with the company. **************** should direct his concern to Bally Bet or the Bally's Corporation Group.

  Business Response

  Date: 05/17/2024

  We were awaiting source of funds from this patron, as the documents he submitted did not satisfy the request. We had contacted the patron on 15th May 2024 detailing the requirement and again today reiterating the information we require. 

  As per our T's and C's - We are well within our right to request any documentation for any individual who registers on our site as evidenced in the Terms and Conditions this individual accepted. Currently his account is open.

  Follow up - At this time the withdrawal will be processed.

   

   

   

  Customer Answer

  Date: 05/19/2024

  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 # ********. 
  

  Since this has occurred, starting April 20th 2024, I have sent in my drivers license, a selfie of me holding the same license, pay stubs from my employer, a w2, photos of three different debit cards, multiple bank statements from said debit cards showing deposits made into Ballys site, a screen shot of another bank account I dont even have linked to Ballys site to proof source of funds, and forced to explain what I do for a living to afford to ******, along with *** other personal information I do not believe is necessary to verify my identity and verify my banking account is mine. With me still giving ***** all of this information, they seek to demean my character and accuse me of nefarious doings because of the amount of wins I have on their site. I have followed every single house rule stated by *****, and cooperated fully through out multiple verification and reverifications, as they would call it. I reach out to the Better Business Bureau to seek resolution and clarification of what level of privacy does a consumer maintain when dealing with a situation of this matter. As a result of me making this claim, ***** has responded once, and I replied instantly have to this point have yet to receive a response. They released the funds of $2300, and since then allowed me to wager and now am waiting to be awarded my winnings of +$6000. I do not want to have to reveal every aspect of my life to ***** every time I have to make a withdraw from their site, under a pretense of verification, especially after they have verified me multiple times. I feel like this practice is only being done to keep me from accessing my winnings. They decline my withdraw request every time, even after Ive been verified. I am seeking a final resolution for this. I can provide proof and screenshots, will attach. 

  
  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,

  Sir

   

   

  Business Response

  Date: 06/05/2024

  We had contacted the patron and made clear that the account will remain suspended pending  receipt of source of funds evidencing the origin of the funds spent and as a means to validate that he is able to afford said spend.Our terms and conditions very clearly confirm that we may at any time (including in certain stages of account registration) ask patrons to (re)verify their identity and address; as well as request proof of ownership for any payment methods used to deposit or withdraw funds. Note there are no balances/ pending withdrawals outstanding.

  Customer Answer

  Date: 06/05/2024

  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. 

  As shown in the screenshots I have reached out multiple times asking what exactly they are asking for document wise and also sending in documents that show I can more than afford sports betting. I believe this sportsbook is attempting to close my account due to them losing on a consistent basis. So my question is if ** winning and also showing proof that I can afford this venture, what else could I be asked to show? Ive shown my drivers license with a selfie, bank statements with deposits, pictures of my debit cards, other banks showing I can afford this, pay stubs to show I can afford this, and w-2 to show I can afford this. I have replied in a timely manner whenever they decide to email. I double check on the process after they say wait an allotted time, I send more documents and get no response. They responded to the bbb stating they are waiting on my response but I just shown that that is a lie and I am in fact waiting on a response from them. Is there any way to hold this business accountable? 
  
  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,

  Sir

   

   

• Initial Complaint

  Date:05/06/2024

  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.

  On March 28th and even active to this date Ballys Online had a promotion deposit 20 and get 50 dollars . So on April 19th when I saw the promotion advertised again I reposted 20. However thy never held their end of the bargain. They have not deposited 50 in bonus play at all. I have tried to reach out to them via phone and through 7 emails and had no luvk

  Business Response

  Date: 05/08/2024

  This member first contacted us via email on 4/19 from a different email address than the one they have registered.
  They then contacted us again on 4/22 via the correct email. They sent 3 additional emails after that request going until 4/30, however, I do not see any missed calls from the number we have on file and a total of 3 abandoned chats.
  The patron was manually credited the bonus and emailed.  The patron sent a response after being notified his account had been credited which states,
  "Thank you. I will note the BBB complaint tomorrow morning and state you honored your advertisement." 
  See screenshot of messaged attached. 

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:
  
  Thank you once again for your help.  Only when I filed this complaint did Ballys respond. They simply updated the account like they should have weeks earlier.  I can only imagine how many other patrons have not had their account updated as well.  Hopefully in the future my account will not be mismanaged or that I will experience any hardships in the future or I will contact the BBB and AG office again. However, 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:05/06/2024

  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.

  Bally Casino offered to reimburse me $100 if I lost $100. On April 24, I signed up for a new Bally Casino account under ******************** I then transferred $100 to Bally casino from my Paypal account under ***************** After making the transfer, I immediately lost $100 in one game of online blackjack. Bally Casino immediately credited my account with $100. I completed the process to transfer the $100 back to my Paypal account under ***************** Although the Bally Casino app confirmed my transfer request, I have yet to receive the $100 in my Paypal account. I emailed Bally Casino on April 27 inquiring about the transfer, but have not received a response. Bally Casino has confirmed my Paypal account and transferred funds from my Paypal account. I request Bally Casino to transfer the $100 balance on my Bally casino account back to my Paypal account under ****************

  Business Response

  Date: 05/08/2024

  After reviewing his account,  I can confirm that he did request a $100 withdrawal back to the Paypal account associated with ****************** on 04/24/2024 9:51:39pm EDT. An ID request for Proof of Paypal was then put on the account and the player has yet to submit the document. The withdrawal then failed 05/02/2024 11:22:51am EDT because the withdrawal had been held for long.
  
  The funds are currently in his Bally Casino account so once he submits those documents, he'll be able to receive those funds.

  Customer Answer

  Date: 05/13/2024

  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. 

  *****'s has yet to give me clear instructions on how I can pass their validation and receive my funds. Please have them give me clear step-by-step instructions on how my Paypal account can receive the funds which previously came from the same Paypal 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,

  *****

   

   

  Business Response

  Date: 05/17/2024

  An additional email was sent to player yesterday 5/15/2023 advising we have requested proof of PayPal account ownership in the form of a recent statement showing Name and Email associated. The player has yet to provided the document or reply to the email.

  Customer Answer

  Date: 05/23/2024

  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. 

  On May 15, ***** finally instructed me to send a copy of my most recent Paypal statement. I responded with my latest Paypal statement dated April 30, 2024. I am including an attachment of this Paypal statement in this reply.

  Now that I have provided the proof Bally requested, I ask that Bally transfer the $100 from my Bally account to my Paypal account. (This is the same Paypal account which initially transferred $100 to Bally without any difficulties.)
  
  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,

  Ethan

   

   

• Initial Complaint

  Date:04/30/2024

  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.

  I have been playing their app for a few months since march now And feel like I have been just donating my money. There are barely any payouts. When I do win something its only $4.00 dollars Maybe 15. With the amount of money I spend Which has cleared well over $1000 this month. I just feel like nobody wins on that app. I have played on other sites And there is some return on them sites, but on this one, there is barely a return

  Business Response

  Date: 05/02/2024

  The patrons account is closed on 4/22/24 for racist, defamatory and offensive language (see attachment). 

  Also see attachment of Terms as per our site re wagering. 

• Initial Complaint

  Date:12/14/2022

  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 won online betting via MKF, in the amount of ***** requested payout of same. Recieved only *****. Online research has shown me multiple consumer complaints about this fraudulent company.

  Business Response

  Date: 12/19/2022

  ***************************** complaint is invalid - per the stated Withdrawal policies on the cashout page, FAQs, and our Terms & Conditions, we processed his $50 cashout requested on December 12th by refunding his $25 deposit on 11/26/2022 (details attached), and send the remainder via ACH. When the cashout was processed, these specific details were sent to him via email. Additionally, no contact attempt by ****************** was made directly to MKF regarding this cashout; had he contacted us we would have provided these exact details again at that time.

  Customer Answer

  Date: 12/20/2022

  [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:12/12/2022

  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.

  I have made numerous attempts to withdraw my funds from my online account with Monkey Knight Fight. My total funds owing is $90.80 US. I have contacted Monkey Knife Fight by email several times to obtain their assistance with withdrawing my funds, but no one has helped me. I contacted Monkey Knife Fight by email on the following dates: October 30, 2022, November 3, 2022, November 9, 2022, November 10, 2022 and December 6, 2022. When I try to withdraw from their website, it doesn't allow me. I want to receive my full balance of $90.80 US immediately.

  Customer Answer

  Date: 12/26/2022

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

   

  On December 6, 2022, Monkey Knife Fight indicated that they were going to mail me a cheque, but to date, I have not received anything.  

  Business Response

  Date: 04/17/2024

  The patron was able to receive her refund and deposit the check sent to her.  Please see attachment.

  Customer Answer

  Date: 04/20/2024

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