Complaints

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

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  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:10/01/2024

  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.

  Good evening ,this all started this morning and ended maybe an hour ago I went to withdraw some winnings to my ****** account as I always did for yrs with Betrivers and it was declined odd I spoke to *** he said players all have been unlinked due to issue with ****** and i needed to relink the casino to my ******. Odd again as I see in my withdrawal section it says linked ****** account . As it always did for yrs I never had an issue. I never moved anything in my ****** account cards ***. i used it for withdrawals .and another debit for deposits . So he stated i needed to deposit using ********* order to withdraw to ******. And to relink casino account. Hmm ok so I went ahead and put 10 into my ****** account online .oh it went threw into bet rivers account. And I still couldn't withdraw! Of course I get a new *** after each try. So new *** says. Oh u used card ending in .. I said yes that's my ****** card. He said no you need to use a different card and set it as your primary in ******. Huh that's odd pay pal is pay pal . So again hung up with him tried making a card my primary. As I'm still concerned of why am I moving things around. My pay pal has been the same for yrs also was told to deposit again with other card in ******. I said no, return my other deposit to ****** and I will do it it your ****** he ended chat unexpectedly. I tried again . Declined . I am 5 ***s in my whole day online with chat Betrivers and still did not get withdrawal fixed 269$ so now I see they have Venmo but of course they want a deposit from ***** in order to withdraw to *****. I deposit with *****. Declined deposit!! I tried every withdrawal method declined routing # account #s ECT I have been a player 4 yrs deposited so much $ lost won ***. They take deposits easily. There's something wrong to treat person like this is disgusting . They even told me speak 2with ******* I did They said my account is linked to Betrivers casino. Or I would have not been able to withdraw in Sept.

  

  Business Response

  Date: 10/03/2024

  Hello *****, and thanks for reaching out! While removing and re-adding a saved payment method is a common fix for deposit issues, we are sorry to hear about the confusion caused here. We do see that refunds have already been issued for the additional deposits made to try and fix your issue as well as a successful cash withdrawal which is currently available to be picked up at your convenience. While we cannot go into too much detail over a public forum such as this, we can confirm that your failed deposit attempts are showing on our end as being blocked by your payment providers. For Venmo, since this would be your first deposit on our site, you would likely need to contact them directly to confirm it is in fact you attempting to make these transactions. As far as ****** goes, as mentioned, a common fix for this would be to unlink and relink your account to our site. For further details on how to do so, please email us directly at *********************** or join our 24/7 live support chat and we'll gladly help walk you through the steps. Again, this would be for linking/unlinking your ****** account itself, not any cards linked with it as those would ultimately fall under the CC/Debit card deposit category.

• Initial Complaint

  Date:10/01/2024

  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 recently deposited $50 into my BetRivers account. I used my wifes bank account as mine was not letting me complete the transaction. I decided that I did not want to ****** anymore so I tried to withdraw the $50 back. Then it asked me for identity verification and bank statements. I do not feel comfortable giving my personal information like that, and it is crazy that they can let you deposit money but not get it back without verifying. I am only trying to withdraw the money that is mine. Please help me with my issue.

  

  Business Response

  Date: 10/01/2024

  Hi ******,
  

  We request documents for verification for this very reason.  You used someone else's account to fund your gaming account and now we need to verify that you had permission to use their account for fraud prevention purposes.  Once you upload the documentation requested, you will then have a verification form emailed to you that must be signed by the owner of the bank account and then uploaded into your gaming account.  We will not be able to release the funds back to you until we receive this verification from the bank account owner
  

  Regards,
  The BetRivers Support Team

• Initial Complaint

  Date:09/30/2024

  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.

  On 9/17 I opened an account with BetRivers Casino. I won $600.00USD i tried to collect the money won to me and went through the verification process and provided all my documents multiple times. Government issue documents. I have multiple accounts with other online casinos and play frequently. However, with betrivers they never answer me back I can't reach them to collect my money, and my *** issue documents keep getting rejected. They take longer than the 72 hrs. to respond. and when they do respond they keep rejecting the documents or ask for more documents which i provided this has been an endless cycle. what i proved to them so far Driver's license, SS Card, Proof of residences, 2023 Tax forms/Returns, Bank Statements, Voided Check for deposits and still no response from them. After multiple times of reaching out with little to no response i have no idea what to-do now i hoping this helps. Please reach out to me if needed. Last Email i received from them was on 9/25 saying I needed more documents and presented them with, and they are still in Review.  

  

  Business Response

  Date: 09/30/2024

  Hello ****, and thanks for reaching out! Upon review, it appears you are uploading a statement for an account other than the one being requested. While we cannot go into too much detail over a public forum such as this, we would need to see proof of ownership for the account the withdrawal is being requested to, which means we will need to see those specific last 4 digits of the account number on the document for us to be able to accept. If you have any additional questions/concerns regarding this request, please keep in mind our 24/7 live support chat!

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22358804
  
  I am rejecting this response because:
  I have uploaded the documents multiple times of what I have and they continue to reject them I have went to the bank multiple times. I even uploaded my bank card information to them before. bet ****** is refusing to accept my documents. I want a call from them. They are refusing todo so. 
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 09/30/2024

  Hello ****! We are glad we were able to get ahold of you on the phone to discuss how to get the proper documents uploaded along with alternative options! If there is anything else we can do to assist, please keep in mind our 24/7 live chat!

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have put in numerous withdraw transactions trying to get the money deposited into my bank account I have submitted all documents asked by ********* and now they have locked my account and won't give me any updates. 

  

  Business Response

  Date: 09/26/2024

  Hello *******. We understand your concerns and apologize for any inconvenience you might be experiencing. It's important to note that the security and safety of our users' accounts and transactions are our top priority. There may have been a potential violation of our terms and service, thus the reason why your account was locked and documents were requested. This is to ensure the protection of our users and prevent any unauthorized activities. Your account has been locked as part of this standard procedure, and we are actively working on reviewing the documents you uploaded. We assure you that once we have an update on your case, you will be notified via email. Thank you for your patience and understanding.

  Customer Answer

  Date: 09/26/2024

   
  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,
  
  ******* ******

• Initial Complaint

  Date:09/23/2024

  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 deposited money with Betrivers *******. When I went to withdraw my money (the $750 that I deposited plus about $320 that I won), they temporarily froze my account pending internal review. I have submitted all ID and payment documents that they have requested. I have sent 4-5 emails with no reply. I have contacted live chat 8-10 times. It has been four days and they will not provide me an update. All I want to do is withdraw the money in my account. Please help.

  

  Business Response

  Date: 09/24/2024

  Hello *******. We understand your concerns and want to assure you that we are committed to resolving your issue as quickly as possible.Our payments team requested the documents from you because there appeared to be a violation of our terms of service. We are pleased to inform you that we have successfully received the documents you've uploaded. Currently, our payments team is reviewing them to ensure everything is in order. We want to assure you that once the documents are approved, you will receive an email notification from us. Following this, the next step will be for our payments team to process and approve your withdrawal request. We understand this process has taken longer than expected, and we appreciate your patience and cooperation throughout this review process.We are committed to providing a fair and secure gaming environment for all our customers. Thank you for your understanding and for giving us the opportunity to address this matter. We look forward to resolving it to your satisfaction as soon as possible.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22326420
  
  I am rejecting this response because the requested documents were received over six days ago and my account remains locked.

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

  

  Business Response

  Date: 09/27/2024

  Hello, *******. We understand that this process is taking longer than anyone would expect, however, with this being a violation of our terms of service, as stated before, our payments team needs to take further actions before considering unlocking the account. I apologize for the vagueness of this response, but from a privacy perspective (BBB is a third-party service), we are unable to discuss details on the matter in this capacity. We will notify you once the investigation is complete. We look forward to resolving this to your satisfaction as soon as possible.

  Customer Answer

  Date: 09/29/2024

   
  Complaint: 22326420
  
  I am rejecting this response because it has been 10 days and there is still no resolution to my case.  When will there be a resolution?  When will I be able to withdraw my balance (over $1,000)?
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 09/30/2024

  Hello *******, and thanks for reaching out! We do again apologize for the frustration here however, review times tend to vary depending on the severity of any potential violation(s) of our terms of service. Unfortunately we cannot disclose much more info on your account over a public forum such as this, but rest assured that you will receive a follow up email once the review of your account has been completed. If you have any additional questions/concerns in the meantime, please don't hesitate to join us in our 24/7 live support chat or email us at ************************

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22326420
  
  I am rejecting this response because its been 11 days now and I still have no resolution.  I have not been notified about what potential terms of service violations I may have committed.  I have submitted all requested ID and payment verification documents.  Apparently, I am only one of many complaints on the Better Business Bureau website when it comes to accounts being temporarily frozen and extremely long internal reviews.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 09/30/2024

  Hello *******! We do apologize for the frustration, but unfortunately, as mentioned, we cannot give out much detail on player accounts over a public forum such as this. We have done what we can to try and have the review expedited as much as possible, but you would ultimately want to keep an eye on your email for the follow-up resolution. Again, if you have additional questions/concerns, our representatives are readily available in our 24/7 live support chat!

• Initial Complaint

  Date:09/23/2024

  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.

  The issue concerns BetRivers - *********, ************, **; and the ** BetRivers online gaming. I enjoy gambling when the games are fair and follow proper gaming rules, such as the use of a Random Number Generator (RNG) in slot machines. With ****, you win some of the time and lose most of the time, but not always. However, it seems this establishment has found a way to manipulate the games. Instead of relying solely on the **** it appears they remotely interfere with your gameplay, ensuring you lose. The system adapts to your actions, countering every move until you inevitably ******* seems that all potential outcomes are programmed into the computer, which adjusts its responses based on your play, effectively removing any chance of winning. There is no true randomness, where the result could be either heads or tails, as in a fair game. Even in roulette, if you bet on the same number 100 times, it would never hit, as the computer prevents it from winning during your session. Overall, gambling at this establishment no longer feels like fair play.Recently, I opened an account with ** *********, not realizing I needed to register with either BetRivers PA or **. My account was created, and I deposited $50 via ****** without any indication that I was unverified. I tried playing Blackjack but noticed the dealer won over 12 times in a row, which seemed highly unlikely. Concluding the game was rigged, I decided to withdraw my money and eventually close the account.However, when I requested a ****** withdrawal of $65.67 on 09/12/2024, it wasnt processed. Nine days later, the funds still havent been deposited, and they claim further verification is needed, even though I had already been verified through a text code when the account was created.  

  

  Business Response

  Date: 09/23/2024

  Hello **********, and thanks for reaching out! We are sorry to hear that despite being able to turn a profit since signing up earlier this month, you're not enjoying the games on our site. Please keep in mind that all of the games on our site are individually tested to ensure player fairness, and that we have no influence whatsoever over players gameplay outcomes. After reviewing your account, it does appear that a document request was opened the same day your withdrawal request was submitted requesting proof of ownership of the payment method you have on file. You should receive a pop up message when you login with instructions on how to upload. Once that is completed, your withdrawal would follow shortly after! If you find yourself needing any assistance with this, please don't hesitate to join our 24/7 live support chat and one of our representatives will gladly assist! 

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22323215
  
  I am rejecting this response for the following reasons:
  I was already approved to open the account, have provided my player Id and successfully deposited funds into it. The requested document appears to be a tactic to delay the withdrawal of my funds, as well as retaliation for my previous statement that BetRivers will be reported for fraud if the funds are not released in a timely manner. This request serves as a dishonest and unnecessary delay.
  I do not need to undergo further verification, especially after having already deposited funds, and I no longer intend to use the site.
  Sincerely,

  
  ********** ****

  

  Business Response

  Date: 09/23/2024

  Hello **********! We are sorry to hear you feel this way as well as for the frustration, however, all players on our site are subject to document requests to verify ownership of the payment methods they are using on their accounts. This is outlined in section 5.3 of our terms and conditions: 

  "5.3. At any time during the registration process or thereafter, we may also ask you to provide additional supporting documents including, but not limited to, (a) a copy of your driver's license (or other government-issued ID), (b) a selfie picture, which may also include you holding a copy of certain identifying documentation or other information, (c) proof of your address such as a utility bill or bank statement, and (d) proof of your financial account/deposit and withdrawal method. In our sole discretion, we may ask that you provide notarized copies of these documents as an additional layer of verification. You hereby expressly consent to our verification (including through third-party verification services) of all information you provide during the account registration process or thereafter during your use of the Services."

   

  If you have additional questions/concerns regarding our withdrawal process, we are always happy to discuss with you directly via our 24/7 live support chat!

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22323215
  I am rejecting this response because transactions through ****** are ******'s responsibility and only require an email to deposit and withdraw funds. You are deliberately making it difficult to withdraw my money in retaliation for an unhappy patron. Your site is fraudulent, which is why I am withdrawing my funds from the account. I have provided all the necessary information, yet you continue to complicate the process of closing my account and accessing my funds. If there were any issues, ****** would not allow the funds into my account and would refund you accordingly, and you are fully aware of that. People use ****** for privacy, and I have no obligation to provide more information than what was required when I opened the account.
  
  
  Sincerely,
  
  ********** ****

  

  Business Response

  Date: 09/24/2024

  Hi **********,

  The document request is not in retaliation for any kind of comments or complaints that you have made.  We take fraud prevention very seriously and follow this protocol for all accounts on our site.  Additionally, the term and condition referenced in our previous response applies to all accounts on our site.  Once you upload the documentation and continue to use the same account, we won't ever ask for another document and your withdrawals will be eligible for RushPay which makes them immediate.

   

  Regards,

  The BetRivers Support Team

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22323215
  
  I am rejecting your response for the following reasons:
  I made a mistake using your online site, and I am not even sure if it has domicile in the ***. I see no valid reason to provide documents for an account that I am closing, and your request for such documents raises suspicion. This seems like retaliation, and I will be reporting this matter to the judicial authorities for resolution.
  Additionally, there is cheating on your site, specifically in Blackjack, and I do not wish to do business with fraudsters. You claim that your business operates under ethical standards, but that is untrue. I closed my account because your site is a fraud. Period.
  Sincerely,
  ********** ****

• Initial Complaint

  Date:09/22/2024

  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 deposited $200 in Betrivers online casino, I followed all the rules and regulations. I played a slot machine and won so I withdrew $900. Continued to play and won $1500, I withdrew that. They requested 4 documents that I immediately provided and now they wont deposit my winnings and wont return phone calls, emails or online chat support.

  

  Business Response

  Date: 09/23/2024

  Hello *****, and thanks for reaching out! We see you were disconnected from our live chat prior to being connected with one of our representatives, but were able to get in touch with us over the phone. Your withdrawal requests were pending your document upload approvals. Those were all processed earlier this morning along with both withdrawal requests. Please feel free to reach back out via our live chat or via email at *********************** if you ever have any future concerns regarding your withdrawals!

• Initial Complaint

  Date:09/22/2024

  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.

  My account name is ********** and On 9/13/24 I deposited money using my husband's card (with his permission). It was a 1-time thing. They withdrew the money from his account. On 9/16/24 I deposited out of my own account and played. On 9/17/24, I received email, quote, " You may use any payment in your name to deposit and withdraw, you will no longer be able to use ** card." fine, was a onetime thing. Then they wanted to verify that I had permission. Sent bank statement, we both signed authorization form (which 1st one, accused us of digitally signing and we didn't) and sent his ID. They came back ID was fine but needed the form hand signed, we resigned and sent just the form back. and that when it all started. Every time a different ***** would look at the account, they would request, one or another ID or form again. I went back and forth and must of sent the same documents at least 15 or more times. One *****, would verify, and since I always had a pending document, another ***** would get it. after first ***** verified and reopen and request documents again. this has been going on for over a week. Over and over again. I read terms just this morning, and it is solely at Betrivers desecration which means it is at each *****s discretion when they review my account. After 1st ***** verified, it should of been documented so each ***** after that knows it was taking care of, instead, each ***** feels there something that needs done when in reality it was taking care of. On 9/19/24 I get conformation email, Congratulations, that all documents were verified, because I had uploaded files pending, another ***** got the case and reopened it. Now this ***** wants color ID, when B&W was fine with the previous 8 *****s. I have deposited ********** over the past few years. I deposited after I used that card, You said I can play using my accounts, so what it the problem. Why would I deposit more money into my account when I can't withdraw. I never had problem until now.

  

  Business Response

  Date: 09/23/2024

  Hello ***, and thank you for reaching out! We do apologize for the confusion as the request on 9/19 was mistakenly accepted then reopened. A color ** is all that is currently needed to fulfill the pending request on your account. Your previous upload was denied in part for being in B&W, and also in part for containing additional documents beyond what was requested in your scan. It may be easiest to use your phone to take a photo of the ** and you'll be able to upload it directly from there once you login via the app. If you need any additional assistance with this, please don't hesitate to email us directly at ************************

• Initial Complaint

  Date:09/18/2024

  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.

  Hello,I had made a deposit of $150 into my Betrivers account and won couple of bets that I placed at the amount of $186.25. I, then proceeded to make a withdrawal request and then was told to verify my identity - selfie. I was already verified from the very beginning upon registration to the app, but they heckled at me to verify myself again by selfie after my withdrawal request. I had shown them a copy of my W2, front and back of my driver's license and a selfie at least 3x and they still have not made an attempt to process my withdrawal. They are holding my money as hostage and demand them to give it back. I have complied to all their security protocols of verification and so much more. Thank You.

  

  Business Response

  Date: 09/18/2024

  Hello Kashyap, and thanks for reaching out! After taking a look, it appears that your account has been flagged for a potential violation of our terms and conditions. Unfortunately, we cannot go into much more detail over a public forum such as this, but we unfortunately would not be able to finalize any withdrawal requests until after that review has been completed. If you have any additional questions/concerns, please keep in mind our 24/7 live support chat where you can get connected with a support representative directly!

   

• Initial Complaint

  Date:09/18/2024

  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.

  For the week of 8/19-8/27, my account was in good standing with BetRivers and I was provided their *** **************** promotion. On 8/27, they reviewed my account and restricted all my promotions and severely restricted the amount I could bet on any market. While I understand they are allowed to do this going forward, these restrictions would not allow me to receive the insurance Bonus Bets for ****** I had placed prior to 8/27. Effectively, they bait-and-switched the promotion on me after I had placed and lost 6 ****** in good faith. I am asking that they provide me the insurance for ****** placed prior to 8/27 and allow me to use those Bonus Bets without restriction, as I had done for 2 years prior to 8/27. I have reached out to their support both via chat, and email but have no gotten any satisfactory response. I wait 12 business days before filing a complaint as per *** gaming commission guidelines but at this point I feel I have no other recourse.Thanks.

  

  Business Response

  Date: 09/18/2024

  Hello *******, and thanks for reaching out! We see that these bonus ****** were credited to your account accordingly for their full amounts. With that in mind, any bet on our site, real money or bonus wager, is subject to wager-based limits/restrictions at the discretion of our sports wagering provider. In this case, you were able to retain the promotional ****** on your account, but due to risk-based limits from the provider, were not given a large enough limit to wager their full value. This is the same thing that can happen on any wager where a large enough limit is not approved by the sports wagering provider if players do not want to place their ****** for the lesser approved amount(s).

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22302038
  
  I am rejecting this response because:
  

  This does not address the bait-and-switch issue.   AND this is incomplete.  As I only received 4 of the 5 $50 bonus bets I should have received, and I have not received the $5 bonus bet for ******** win in week 1.   As I said in my original chat and email with support,  I made the promo bet in good faith, and assumed I would get AND be able to use the bonus bets, as any sane person would, and I have been doing the entire *** season.  While I got 4 of the 5 bonus bets, I could no longer use the bonus bets in any meaningful way.  A restriction to bet $1.05 of a $50 bonus bet is not allowing me to use them.  Are you actually claiming that anyone making Insurance bets on your site do so at the risk of you completely revoking the insurance before they can use them?  That is how I understand that statement.  Claiming I was provided the Bonus bets, but then not being allowed to use the full value of them on any bets is completely a bad faith argument and really goes to the crux of this issue.  I understand you can place limits on accounts and while I'm disappointed to be limited, I understand I have no grounds to complain about any restriction going forward.  But you are retroactively changing the terms on my account after the bets were made in good faith.  You have taken $300 in ****** from me under the guise of providing usable bonus bets, but then changed your mind and not provided the Insurance as specified, or bonus bets, without voiding or refunding the ******.  

   

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

  

  Business Response

  Date: 09/18/2024

  Thank you for taking the time to provide further details on your experience. We appreciate your feedback as it helps us improve our services. We understand your frustrations regarding the perceived bait-and-switch issue and the limitations placed on using the bonus bets.
  
  Firstly, I want to clarify that our intention is never to mislead our customers. The limits placed on accounts, including how bonus bets can be used, are influenced by a variety of factors that are not always directly controlled by us. These measures are in place to ensure compliance with regulatory requirements and to maintain a fair betting environment for all our customers. We aim to issue bonus bets successfully and according to the promotional terms. If you received 4 out of the 5 $50 bonus bets but did not receive the $5 bonus bet as expected, we certainly need to rectify this situation. We assure you that we are committed to honoring our promotional offers.
  
  Additionally, we will look into the restrictions placed on your bonus bets to ensure they align with our policy and the terms of the promotion you participated in.While I understand that this does not fully address your concern about the limitations on using the bonus bets, I want to emphasize that we are here to support you and ensure a positive experience on our platform. We are not in the business of retroactively changing terms or withholding promised bonuses without a valid reason.

  
  

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22302038

  
  I am rejecting this response because: 

  
     I'd like to reject the response as they said they would "need to rectify this situation." and "additionally, we will look into restrictions..." but they never responded after that.  I'd prefer to just leave it open and ask them the status, but since this seems impossible, I need to reject the response saying I haven't heard back from them since this reply.  
  
  Thanks,
  ****
  
  

  

  Business Response

  Date: 09/30/2024

  Hello ****, and thanks for reaching back out! We have credited the additional bonus wager from your parlay on 8/26 however, similar to the previous bonus bets, along with every other wager that is placed on our site, this bonus wager will be subject to wager-based limits/restrictions at the discretion of our sports wagering provider. While you will have the potential to place a wager for the full $50 amount, due to risk-based limits from the provider, there is also the potential that a wager attempt may be limited. Unfortunately, after review, at this time, any restrictions on future promotional participations will remain in place, but if you have any additional questions/concerns, please keep in mind our 24/7 live support chat!

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22302038
  
  I am rejecting this response because:
  

  So you are bait-and-switching the terms of the ************* promotion.  Classy.  What about the free bet from my SF futures bet?   Can that bet be voided since you're not honoring the terms of that bet either?  

  Since this will get posted to the site, I want to lay out for the casual reader what happened here.  BetRivers allowed me to place $50 ************* bets for the last 2 years. They allow you to make the bets everyday and provide the "Insurance" free bets on the Monday at the end of the week.  On 8/26 I was due 4 $50 insurance bets which I received but was not able to be more than $5 of the $50 because of account restrictions.  After complaining here, they provided me with the 5th bet which had been withheld.  That bet will also be severely restricted as per their comments.  So they claimed to provide me with $50 insurance on a $50 bet, but instead, provided less than 10% of that even though all of my bets were made prior to the restrictions.  This is completely unethical behavior and there is no valid reason they can give for changing the terms of their promotion after accepting the ******.  

  This was one of my favorite sports books to use, but wow.  I did not expect to worry about being effectively robbed of insurance after placing bets in good faith.

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