Complaints

This profile includes complaints for Betrivers.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Betrivers.com has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Betrivers.com

  900 N Michigan Ave Chicago, IL 60611-1542

  
• 

  Betrivers.com

  1080 N Delaware Ave Phila, PA 19125-4330

• 

  Betrivers.com

  2700 Orchard Hwy Manistee, MI 49660-9752

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:11/02/2024

  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 made an account and deposited $400. I placed a few bets and had issues with the geolocation on both the ** browser and the iPhone App. I talked to support on how to fix it and actually got it to work but an hour later my account was closed and was told I cannot know why. Then they tell me I will get a check with my deposit back in 14 business days. I request a supervisor and am just copy pasted the terms of service sections on why they don't have to disclose the information. All in all, this was a wild experience and based on the other 27 pages of complaints I have now noticed a trend that I have become part of. 

  

  Business Response

  Date: 11/04/2024

  Hello *******, and thanks for reaching out! While we unfortunately cannot disclose too much of your account info over a public forum such as this, we can confirm that your account was flagged for a potential violation of our terms and conditions. Upon review of this potential violation, an internal decision was made to close your account. Please keep an eye on your email as you'll receive a follow up correspondence regarding a balance correction which will signify when the check with your remaining balance has been sent out. If you have any additional questions/concerns in the meantime, please don't hesitate to message us via email or in our 24/7 live support chat!

• Initial Complaint

  Date:11/02/2024

  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 trying to withdraw money from my account after they suspended my account and they refuse to process my withdrawal and will not get back in touch with me. They keep giving me the run around.

  

  Business Response

  Date: 11/04/2024

  Hello ******, and thanks for reaching out! Your withdrawal request is currently in review, standard processing time for these requests is between ***** hours. As far as your account status goes, while we cannot go into too much detail over a public forum such as this, we can confirm that your account is currently under review due to some recent remarks made in a live support chat. Please keep an eye on your email as you'll receive a follow-up correspondence as soon as that review has been completed. If you have any additional questions/concerns in the meantime, please don't hesitate to message us via email or in our 24/7 live support chat!

• Initial Complaint

  Date:11/01/2024

  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 won a bet on Betrivers Delaware park online casino. They wont release my funds. They dont tell u. You cant receive pay outs with certain accounts. But you can upload money to there sight. So i went to **************** open a account just to withdraw my money. They took the money out of my account on there site. And told me i need more info. Every time i provided more info. They came back with another reason not to release my money. 

  

  Business Response

  Date: 11/04/2024

  Hello *****, and thanks for reaching out! We may request documents to verify ownership of the accounts players are using to deposit/withdraw on their accounts with. After review, that does appear to be the only thing that was delaying your now canceled withdrawal request. Once ownership of the account you're attempting to withdraw to is verified, assuming that the account is in your name of course, you'd be all set to use that method to make your withdrawal requests to. If you have any additional questions/concerns on this matter, please don't hesitate to message us via email or in our 24/7 live support chat!

• Initial Complaint

  Date:11/01/2024

  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.

  Bet rivers is trying to steal 3600$ from me. I won some bets on their app and they dont want to pay out so they are making me send them documents to be reviewed before they honor my cash out its been about a week and they still havent reviewed the documents. They are purposely holding my money so they dont have to pay out. I won the money fair and square. I just want my money back. I have sent them everything they have ask for and they still refuse to give me my money. 3600$ is a lot of money and I am physically disabled so it means more to me as that money can go towards other things to better my life. i, shocked and appalled at what they are doing and they blatant disregard and disrespect their customers I have never been treated like this in my life and also robbed for 3600$. Please help me. 

  

  Business Response

  Date: 11/04/2024

  Hello ****, and thanks for reaching out! We have no interest in delaying your withdrawals any longer than needed however, we are required to verify ownership of the payment methods players use on their accounts. While we cannot go into too much detail on your account over a public forum such as this, we do see additional documentation was needed for this request, hence the delay. We have done what we can to have your most recent upload reviewed as soon as possible, so please keep an eye on your email for a follow up correspondence once that has been completed!

• Initial Complaint

  Date:10/29/2024

  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 am expecting a payout and BetRivers is trying to have me provide a bank statement that shows me using a virtual card ending in 1709. I have emailed support 5 times and talked to support online 8x; I have provided a bank statement as well as a copy of the virtual card but what they are wanting me to provide does not exist. I spent 20 mins on hold with my ********** to ask them to provide that information and they say they cant provide information that shows me using that card only the bank statement with the transaction. I have this copy as well but t is a two page document and they only except one. I am more than frustrated; I have supplied ample evidence of this card. They never asked for confirmation for using the card but for a withdrawal they suddenly need it. I can do no more than Ive already done and Im exhausted.

  

  Business Response

  Date: 10/31/2024

  Hi ****, 

   Thank you for reaching out. Per our terms and conditions we may request further documentation from our players to ensure we are within guidelines of regulatory bodies. We appreciate your understanding. If you have any further needs please feel free to reach out to us via our support chat!

• Initial Complaint

  Date:10/25/2024

  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.

  Around July 15 I deposited $500 cash at a ******** location. There was fraud on the account and betRivers decided they were going to take the 500 even my bank verified that it was fraud that rivers decided other. 

  

  Business Response

  Date: 10/27/2024

  Hello *****, and thanks for reaching out! While we cannot go into too much detail over a public forum such as this, we can confirm that this was due to the unsettled chargeback issue on your account. Please don't hesitate to join our 24/7 live support chat for more detail as well as next steps to resolve this dispute.

• Initial Complaint

  Date:10/25/2024

  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.

  Deleting a Betrivers casino account is made to be nearly impossible. As someone who is struggling, this is toxic and torturous for Bet Rivers to have this process. Ive called customer service countless times to only reach a recording, Ive received a call back hours later, only for my phone to ring twice then go to voicemail. Online chat service takes hours. Emailed responses are auto generated and barely legible as theyre written by AI. I have yet to receive a response. Ive been attempting to reach someone to cancel my account for over a month. I tried to help myself, yet Ive lost so much money in the meantime. Its not fair. How can a recovering gambler manage with a process like this? I begged and pleaded to speak to someone, and have gotten nothing in return. No support, nothing. Just monetary losses, anxiety and depression from this. Please reevaluate to help others. This is clearly a money making tactic at a gamblers disadvantage and heartache. All i wanted to do was close my account and move forward with my life, and that has been made IMPOSSIBLE. 

  

  Business Response

  Date: 10/27/2024

  Hello ********, and thanks for reaching out! We see you were recently disconnected from a few live chats before an agent was able to be connected with you, but we have gone ahead and closed your account. The ability for our players to game responsibly is very important to us, and we wanted to make sure you're aware of the many resources available to you. If you think you have any sort of issue with gambling, you should absolutely look at these options. If you have any questions about the options below, please let us know as we are happy to explain them further.
  
  Self-Exclusion: When you opt to self-exclude, you are placed on a self-exclusion list maintained by the Division of Gaming Enforcement. This will prohibit you from gaming on any New Jersey online or physical casino, including ******************. When you self-exclude, the exclusion is irreversible and can not be ended early. You can find additional information regarding the self-exclusion list at **********************************************.
  
  For help, you can also contact the below resources: The Council on Compulsive Gambling of New Jersey at 1-800-GAMBLER or ******************. Gamblers Anonymous at 1-855-2CALLGA or *************************.
  
  Again, if you have any questions regarding any of these options, please don't hesitate to reach back out or join our 24/7 live chat and we will gladly assist.

• Initial Complaint

  Date:10/22/2024

  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.

  On 10/15/24, I deposited $97.40 into my BetRivers sportsbook account and placed a bet on the ************** to defeat the ****************** on 10/17. This bet won and my account was credited $172.40. However, ********* will not let me withdraw this money without providing them with private biometric data that I do not consent to provide. This data was not required in order for me to deposit or place my wager and should not be required in order for me to withdraw my winnings. BetRivers is acting in a highly unethical manner by allowing "unverified" users to deposit and place ****** with the intention of keeping all proceeds from losing ******. However, they withhold these users' rightful winnings in the event that any ****** win. Please assist me in getting the money that they owe me and are wrongfully withholding.

  

  Business Response

  Date: 10/24/2024

  Dear Mr. ************************* the terms and conditions that was agreed upon during account creation, verification is required upon withdraw.  Once the requested documents are received and verified, your withdraw will be approved. If you have any further needs please reach out to us through our support features available on the website and app. 

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22462230
  
  I am rejecting this response because: This level of verification has never been required to withdraw before. I created my account years ago and have withdrawn funds many times without this requirement. You are changing the terms as you go and illegally withholding my funds. Send my withdrawal immediately.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 10/26/2024

  *****,

  These terms and conditions have always been standing and were agreed upon when you created/opened your account.  Your withdrawal will be sent to you as soon as the documents requested are uploaded and reviewed by the payments team

  Regards,

  The BetRivers Support Team

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22462230
  
  I am rejecting this response because:

  You are incorrect. This biometric data was not a requirement when I created my account in 2022. Verification was required and I verified my account per the requirements at that time. For multiple years I successfully deposited and withdrew funds without any issues. Now you are changing your requirements, which is understandable. However, you cannot pick and choose when to apply this requirement. You cannot accept my deposit and wager without biometric data and then in the event that I win, decide to illegally withhold my funds. Process the withdrawal immediately, you are wrongfully withholding it and acting in a very unethical manner.

  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 10/28/2024

  Hello *****, and thanks for reaching out! While we do apologize for the frustration, the current request is in line with section 8.2 of our terms and conditions which were agreed to upon signup. If you refer to the withdrawal section of our terms and conditions, you will see the following:

  "8.2. When you wish to make a withdrawal from your account, we will make payment as soon as reasonably possible, subject to our standard internal processing time (which we estimate to be three (3) business days). However, if at the time of a withdrawal request, you have any deposits which are pending receipt of confirmation of funds (e.g., deposits by check, ACH, wire transfer or other deposit methods), we reserve the right, in our sole discretion, to delay any withdrawal payment until such deposited funds have been confirmed. If you have an active wagering bonus at the time of submitting a withdrawal request, any and all incomplete/pending game rounds in your account, as well as your current active wagering bonus, will be voided. Additionally, you may experience additional delays due to any security or identity verification review we undertake, or whenever any other provision of these Terms allows or requires us to hold a payment. Prior to making payment on any withdrawal request, we reserve the right to verify your identity and/or conduct a security check via any method specified in Section 5 of these Terms. Should you fail to provide us with, or fail to verify the authenticity of, any information requested by us relating to your identity or any deposit or withdrawal method used by you, we reserve the right, in our sole discretion, to deny a withdrawal request. We are not responsible for any third-party financial clearing process that delays your withdrawal."

  If you have additional questions/concerns on this matter, please keep in mind our 24/7 live support chat where you can get connected with one of our representatives directly!

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22462230
  
  I am rejecting this response because:

  Better Business Bureau, are you reading these? I need you to step in and take action. The terms pasted into the previous message mention nothing about biometric data being provided. It should not be legal to interpret these terms as "We can withhold your withdrawal at any time without cause". There is not security or verification cause here. I have used this account in a very consistent manner for the past few years and verified my identity previously. I am attempting to withdraw wager winnings to the same bank account that I deposited with. The amount of money is incredibly small, ~$175. There is no reason for BetRivers to withhold for any security or verification concerns. If there were any security or verification concerns, why was I allowed to deposit and place this wager in the first place? BetRivers' behavior is highly unethical. This has nothing to do with confirming the validity of any ****** or customer identities. They are accepting my deposit and wager, hoping I lose and then holding my money if I win. If I lose, they don't care about security or verification and will happily profit. Please take action and force this entity to act in a responsible, ethical manner. I should not be extorted like this into helping them build a biometric facial recognition database with their third party partner. If they wish to collect user biometric data, they should make that a requirement to use their platform, not just spring it on people when they win and extort them. I did not agree to providing facial recognition data at the time I signed up. ********* just entered this partnership and started this data collection effort and they are doing it in ***** sleazy way. They are not telling all users when they deposit or wager that they cannot withdraw winnings without providing the facial recognition data. This is a very deceptive, unethical practice and it violates users' privacy.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:10/22/2024

  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.

  Since October 11, 2024 my withdrawal request for a high 5 figure amount has been stuck in the waiting for final approval status with no updates being able to be given to me by the support team. Now after almost 2 full weeks of waiting for this to be resolved I would like the business to approve my withdrawal request in a timely fashion.

  

  Business Response

  Date: 10/23/2024

  Dear Mr. Chmiolek
   Per our terms and conditions, we needed extra documentation in order to facilitate the withdraw. The documentation for cards ending *6535 and *3628. were received and the paperwork was expedited on your behalf. Your withdraw is under review by our risk and compliance team and should be approved as soon as possible.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22459248
  
  I am rejecting this response because the documents were accepted on 10/11/2024. It is now 10/24/2024 and there has been no change in status or movement on the withdrawal request since 10/11/2024.  
  
  Sincerely,
  
  ***** Chmiolek

  

  Business Response

  Date: 10/27/2024

  Hello *****, and thank you for reaching out. We do apologize for the frustration, but upon review, it looks like we got confirmation that your transaction was successfully processed back on the 25th! 

• Initial Complaint

  Date:10/21/2024

  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.

  Disputed a 250 transaction that I did not make. Account was locked 3 days ago while at the same time I had requested a $7,000 withdraw. **************** would not answer my emails and my agent chats (4) took 30 min to an hour to respond. When they responded it was our team is reviewing. No idea when resolution would occur. Three times I said, you can have the ****************** pull my money and close my account. They laughed at me and said I would hear from them when resolved.  

  

  Business Response

  Date: 10/23/2024

  Dear Mr. *******

   On 10/20/2024 you reached out to our customer support team and declared fraud on your account. As advised in the chat, per our terms and conditions in events of claimed fraud, accounts are suspended until the pending investigation has concluded. Your pending withdraw of $7,000.00, will continue to be in this state until the investigation has concluded. The appropriate team will email you directly once the review has been concluded for your next steps. 

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22456407
  
  I am rejecting this response because:

  It should not take this long to resolve the complaint. It is my opinion that the dispute is not being actively worked.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/24/2024

  Hello *****, and thanks for reaching out! Fraud claims are something we take very seriously, which is why our reviews tend to be quite thorough. We understand your frustration with this claim coinciding with a withdrawal request however, we can confirm that this matter is actively being investigated. As mentioned, we will send a follow-up correspondence to your email as soon as the review has concluded so please keep an eye out for that. Unfortunately we cannot go into too much more detail on your account over a public forum such as this, but if you'd like to discuss this fraud claim further, please don't hesitate to join our 24/7 live support chat! 

  Customer Answer

  Date: 10/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******