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:08/15/2024

  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.

  the week of July 8,2024 the sugarhouse pa online casino site kept messing up I would do same bet and get same symbols and some days it would be a good payout but lately extremely low payout and the site would freeze up I would get kicked off I would contact customer service live chat and they would always say that they don't see any technical issues and maybe I should uninstall and reinstall app .. that was not the case because it did it a few times the rest of the week or in the middle of a bonus almost 3 times a week I get an error pop up " unable to locate" or "network issues" always happens in the middle of my free spins so that was never looked into so there was a promo you had to play for a few days and wager a certain amount so I received an email that I was awarded 50 dollars with 1x playthrough on my sugarhouse account on 7/26 so I went to log into my account and I have a warning that my account is restricted because they cannot locate me . I never left ** and that weekend I barely left my home so I chatted with about 7 employees got all different answers some say it will be 48hrs until restrictions lifted then another would say they expedited my issue to the technician another told me to troubleshoot noone had same answer for me so I contacted geolocator myself to have them check my location and they did and they said it is on sugarhouse end my location was fine they also contacted sugarhouse on my behalf to speed things up and they were ignored twice ***** has gotten back to them so I contacted the Pennsylvania gaming board and let them know and just today 1 week later I received 2 emails one from betrivers and one from sugarhouse that my accounts are now closed and will not have access anymore so I want this reported and I want some of my money back this is absolutely bad business and a rip off instead of fixing their issue I'm banned from their sites noone did anything to help me I thank you for your time

  

  Business Response

  Date: 08/15/2024

  Hello *******, and thanks for reaching out! Unfortunately, we cannot disclose much information about your account over a public forum such as this, but we can confirm that the account was closed in accordance with section 5.6 of our terms of service: "5.6. We further reserve the general right at any time, and in our sole discretion, to suspend or close your account without further explanation if we consider it necessary or appropriate to do so for any reason. If you register for more than one account, we may terminate all of your accounts or take other actions as required or permitted by applicable laws. In the event that we terminate your account under this provision without regard to a breach of these terms by you, to the fullest extent permitted by law, we will only refund the unrestricted (i.e., withdrawable) cash balance of your account to you, but not any bonus money in your ********** (as defined in Section 9.3) then-remaining unconverted to cash." This unfortunately means that the $50 worth of bonus funds would not be eligible to be withdrawn as the 1x playthrough had yet to be met prior to the closure.

  Customer Answer

  Date: 08/16/2024

   
  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:08/11/2024

  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 wanted to make a withdrawal and the casino required an authorization form to be completed by my husband and me and uploaded to the site. We did this 8 times. We chatted with personnel 5 times and called 3 times. No resolution..first they couldnt read the form, then the dates needed corrected, then all four corners had to be visible in the upload, etc, etc. we are in our 70s. No additional means of transmitting this form was offered. They would not accept an email.

  

  Business Response

  Date: 08/12/2024

  Hello *****, and thank you for reaching out! We do apologize for the frustration here however, as it is a violation of our terms and conditions to deposit using a payment method in someone else's name, we would need to see the authorization form physically printed and signed by both parties. Digital signatures would not work in this scenario, and we would need the entire document to be visible in the upload. Please feel free to email us at *********************** if you find yourself needing further assistance getting this uploaded to your account, and we'll be happy to assist! 

  Customer Answer

  Date: 08/16/2024

   
  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:08/07/2024

  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 WAS PLAYING THE ***** and out of blue it said was not in ************ even though i was sitting at home on my pc? so after trying restart the game it locked my account.so i contacted player support *** said not a problem someone will review this and send you a email within 24 hours.well since then i have sent 5 emails and spoke to support chat 3 times no one being straight forward with me I am a black tier member who has been playing since the site opened up and i think they should contact me asap and get the issue resolved.i love playing at there site but when comes to customer support it ha been awful i have a host and i sent her over 15 emails in last 6 months and not one repsonce another problem i have with the site ******..can we please get this problem fixed thank you

  

  Business Response

  Date: 08/08/2024

  Hello ********, and thanks for reaching out! While we cannot disclose too much over a public forum such as this, we can confirm that your account has been flagged for a potential violation of our terms and conditions. Review times may vary depending on the severity of the potential violation(s), but you would want to keep an eye on your email as you will receive a follow up correspondence as soon as the review has been completed! 

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a deposit to the BetRivers Michigan app on 7/31/24 and they requested me to verify my card on file which was no longer active so it would not let me wager on the app of withdraw the money they had no problem taking for a deposit I contacted customer service a few times they said I need to send a bank statement to be verified so I did and after that I got no word back so then contact customer support again and this time they said they needed it to have the card # on bank statement which isnt shown on a bank statement so I sent a file to them of my most recent deposit with that card # on the bank receipt then I contact them again (4 days later) they said that wasnt the statement so it cannot be verified and to send a statement again for a 3rd time so they can match up the deposits they have on file to my bank statement and said it looked good but now hours later I cant withdraw my $ on the account and contact support again (**********)and they wanna get smart with me acting like they dont know the card isnt activated and saying it takes ***** hours and ended my chat with them even tho I stated it had been over 72 hours

  

  Business Response

  Date: 08/05/2024

  Hello *****, and thanks for reaching out! We can confirm that there is currently an open card request on your account. It appears your initial upload was the front of the card which contained no info and your second upload was an unrelated image entirely. We would just need you to upload a photo of the back of the card with the last 4 digits of the card number shown. If you no longer have access to the card, you'd want to contact your payment provider and request they email you an ownership statement as these are kept on file for several years after account deactivations. 

  Customer Answer

  Date: 08/08/2024

   
  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:08/04/2024

  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 have been trying to withdrawal my winnings. On Friday 8/2 I was trying to withdrawal but my account was totally locked for review. I called BetRivers and was told it should number unlocked within 24 hours. I've called since and no one can give me any information on why its still locked. Prior to Friday I had submitted all my documents for identify and things and they was all approved. One customer service guy told me on 8/3 that no additional documentation was needed. I still got a time frame in when my account will be unlocked or why it's still locked to began with. I have $2,500 in wins to withdrawal if they would ever unlock my account.

  

  Business Response

  Date: 08/05/2024

  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 your account is currently being reviewed for a potential violation of our terms and conditions. Please keep an eye on your email as you'll receive a follow up correspondence as soon as this has been completed.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22091330
  
  I am rejecting this response because:
  I'm not sure how I would have did anything wrong. I'm not to good with technology so I ended up having to have my daughter help me with documents and such. I thought it was maybe because I look slightly different on my ID then my selfie. Since the picture on my ID was took I got cancer and keep losing my hair. It's alot shorter in the picture because it's just growing back. People change their hair all the time thought so I believe that shouldn't be a problem. Maybe this site isn't legit as it says. Since it's taking so long to resolve my locked account that was done when I was going to withdraw it looks to me as if Bet rivers is just picking trying to find some reason to keep their money. Sorry that's just how it looks on my end.

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

  

  Business Response

  Date: 08/05/2024

  Hello ****, no need to apologize! Unfortunately, as mentioned, we cannot go into much more detail than what was provided in our last response due to this being a public forum. Like we said though, please keep an eye on your email as you'll receive a follow up with more information as soon as the review has been completed! 

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22091330
  
  I am rejecting this response because:
  Still doesn't tell me anything, and still has my account locked.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/06/2024

  Hi ****,

  Again, we cannot go into too much detail over a public forum such as this.  However, we can inform you that there was a problem with the documents that you uploaded. Please keep an eye on your email as you'll receive a follow up correspondence as soon as this has been completed.

  Regards,

  The BetRivers Support Team

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22091330
  
  I am rejecting this response because:
  My account is still locked. I haven't heard anything. I still have not got any emails.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/12/2024

  Hello ****! Unfortunately review times to vary depending on the severity of the potential violation(s), but as mentioned, you will receive a follow up email as soon as the review has been completed. If you have any questions/concerns in the meantime, please keep in mind our 24/7 live chat! 

• Initial Complaint

  Date:08/01/2024

  Type:Customer Service 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.

  Hello team,The app has suspended my account for such a while now and are still not reinstating my account after sending valid documents and proof of my claim. They are saying that I owe them a certain amount of money as a chargeback was made. Now, I did not create a claim or chargeback but in fact my bank had initiated a chargeback without my knowledge and authorization. What had happened was the I deposited a check not under my name to my bank and they had then kept the check on hold (investigation) but while still clearing the amount to be used and shown on my balance. I, then proceeded to use that sum of money on my balance as I was under the assumption that the check was cleared since I saw the sum of money be made available to use on my balance. They never mentioned to me that they had to thoroughly investigate the check since it was not under my name but my roommates. The bank then pulled back and filed a chargeback to retrieve the money from BetRivers that I had used.I informed ********* about the whole situation and even fully cooperated with them by obtaining paperwork, statement, and documents from my bank stating that I did not file a chargeback but the bank itself acted upon it without my knowledge. I went to the local branch and demanded that they provide paperwork proving my innocence. BetRivers also promised me that they would reinstate my account if I showed them proof/documents from the bank and so I did. I have not received a response from them since and telling me to pay for those charges in which is absurd because I did exactly what they told me and preventing me to access my account in which has $50.

  

  Business Response

  Date: 08/01/2024

  Hello ******, and thanks for reaching out! We see that our payments team has been in contact with you several times regarding this situation. Please refer to their last message to you on how to proceed in order to have your account with us reinstated: 

  "It is not uncommon for a bank to return a transaction without your knowledge. As the bank account holder, communication and repayment would need to be handled by you.  
  
  These returns are not owed to BetRivers. Trustly informed us that these returns were sent to ******** ******************* and are still unresolved. 
  
  Below are communication channels that can be used to resolve this issue with ********:
  
  Please use the reference number 12473857391  to assist in resolving these unpaid items.
  
  Consumer Relations Email: ******************************
  Consumer Relations Hotline: ************
  Website: *************************************
  
  Once this issue has been resolved/repaid feel free to respond directly to this email with proof of resolution. The most common proof provided is a receipt from ******** confirming that all returns have been repaid. Feel free to provide this in our email thread here.
  
  When this issue has been resolved, your account will be reviewed to have restrictions lifted.
  
  Please let us know if there anything else we can do to assist you in resolving this. 
  
  Regards,
  
  The BetRivers Online Support Team"

  Customer Answer

  Date: 08/01/2024

   
  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:07/28/2024

  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.

  Opened an account with Bet Rivers Online Casino in **********. Made a deposit into my account and searched the available games. Chose a game to play. ***** playing the game @ $1 per spin and after ***** spins I won the bonus round. The bonus round started (which involved free spins) and after about 1/2 of the free spins, I had accumulated a substantial amount of money. With only a couple of spins left, the game froze and a black box appeared on the screen that stated "GAME ERROR". I could no longer navigate through the website and had to log off. I logged back in and attempted to play the same game to complete my bonus round and "GAME ERROR" screen appeared again. The game was now holding my money hostage (account balance plus bonus winnings) and I had no access to it. I joined the support chat room and requested assistance in retrieving my money plus my bonus winnings. Support chat agent stated that she would escalate the problem to the appropriate department and I should receive my original bet back within 24 hours. My original bet was $1. This casino was basically refusing to honor the money that I had won during the game and also in the bonus round. Unacceptable problem resolution and unfair customer service. Complaint filed with the New Jersey *************************

  

  Business Response

  Date: 07/29/2024

  Hello *******, and thanks for reaching out! We see you recently visited our live support chat regarding a stuck round on the game Peacock Beauty. The round got stuck a little after 7 am on 7/28 and was successfully completed later that night just before midnight (11:53:42 pm to be exact). You received a $45.04 win from an $0.88 wager. If this is not the round in question or if you have any additional questions/concerns regarding this round, please don't hesitate to reach back out here, via email, or back in our 24/7 live chat and we'll gladly review with you! 
  

  Customer Answer

  Date: 07/29/2024

   
  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:07/25/2024

  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.

  The company runs an online sports betting and casino site BetRivers.net. Upon sign up they do live ID and address verification. They offer bonus amount for losses incurred in first 24 hours. After a wait and when bonus is granted they put the account in restriction which doesnt allow to use your bonus amount indefinitely. They dont notify for this restriction nor provide an update of any sort. The online chat and support just says that they dont know why it is in review and that I will hear back in email. Its been 3 days and nothing so far. How complex this can be. I wonder if this is potential scam and I want to alert everyone else.

  

  Business Response

  Date: 07/26/2024

  Hello ******,

  Unfortunately, due to account and information security, we are unable to discuss personal account affairs over a third-party service.
  

  I can assure you that the account was not closed in response to an owed bonus, but because of an unrelated internal decision to terminate the account.At this time, we are not able to provide reasoning for the termination, as per the terms of service that you agreed to upon registration with BetRivers:
  

  7.2. Company ******************************* also may terminate or suspend this Agreement and your Account at any time and for any reason, without notice, and accordingly deny you access to the Services, including without limitation, if the Company determines in its sole discretion that you fail to comply with any term of this Agreement or that your use of the Services is harmful to the interests of another user or the Company. In the event that we terminate your Account under this provision without regard to a breach of these Terms by you, to the fullest extent permitted by law, we will only refund the unrestricted (i.e., withdrawable)cash balance of your Account to you, but not any Bonus Money in your ********** (as defined in Section XII) then-remaining unconverted to cash.
  

  You can find our full terms of service here: ***************************************************
  

  Thank you,
  BetRivers Support Team

• Initial Complaint

  Date:07/24/2024

  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 has been taking my money consistently on blackjack surrender the game glitches and start taking money and wont stop until your below the balance level to bet again sports betting it holds your money till you bout to lose and declare you a loss the app is not fair betting and should pay back those that it take illegal money from

  

  Business Response

  Date: 07/24/2024

  Hello ******. Would you be able to describe some of the glitches that have occurred during gameplay? Please also include screenshots of what transpires on screen so we can better investigate the issue for you. We would be more than happy to look into your play, but we will need more information from you such as what time you were playing, what device you were using, the stake amount, etc. Please feel free to reply to here or you can come by our live customer support chat. Live chat operates 24/7 and we have agents at the ready who could help investigate. 

• Initial Complaint

  Date:07/22/2024

  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.

  Locked me out of my account l, wont tell me why. Saying my account is under review. Its been a week, funds are frozen. I havent done anything wrong and feel Im being treated poorly. I understand they are reviewing my account but there is no sense of urgency to get my account review over with. Same response from customer service team. There is no time frame. Im really over this and dont care if they close my account, I would just like my funds that I am owed.

  

  Business Response

  Date: 07/22/2024

  Hello *****, and thanks for reaching out! While we cannot go into much detail on your account over a public forum such as this, we can confirm that it was flagged for a potential violation of our terms and conditions. Unfortunately review times vary depending on the severity of the potential violation(s), but rest assured that you will receive an email correspondence as soon as this has been completed!

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22026595
  
  I am rejecting this response because:
  No timeframe as answer is not acceptable when dealing with peoples funds. Its been over week, this is more than enough time to review my account. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/23/2024

  Again, it is not something we can detail in a public forum such as this.  We have reached out to the Compliance Team for an update and have confirmed your account is still being investigated but has been escalated to higher priority

  Regards,

  The BetRivers Support Team

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22026595
  
  I am rejecting this response because: The Compliance team needs to get on the ball. This is not an acceptable answer when you are dealing with peoples funds. Again, it should not take this long to do an investigation. A couple days at most should suffice. The only thing I will accept at this point is my case being closed and an answer being given to me 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/23/2024

  Hello *******. We can confirm your account is still being reviewed for a potential violation of our terms of service. While our team continues their investigation, we encourage you to contact our support team via live customer support chat. There, we are able to share specific details pertaining to your account investigation. We cannot disclose personal information on a public forum like this.