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

  2700 Orchard Hwy Manistee, MI 49660-9752

• 

  Betrivers.com

  1080 N Delaware Ave Phila, PA 19125-4330

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:01/07/2024

  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 see many of complaints on here disturbingly similar to mine. *Got to level 10, top level, like almost every other complaint here, and was almost immediately blocked with no explanation. Only told that my account is under review? Ive been a loyal customer for years and have played a lot of money to get there. But that was all fine to bet rivers until I actually made it to level 10 and was going to get nice promotions and benefits which, according to the complaints here, they never want to let people stay at level 10. Sounds like a trend BBB. Might be worth looking into the rate of this happening. They said I failed my verification, which now they want to verify me after years of playing? And then I provide all documents and they email me saying the APPROVE AND ACCEPT ALL DOCUMENTS. But my account is still banned. How is that? It seems this is a consistent play by bet rivers and should be investigated by the gaming commission. If their rewards for level ************************************* give players, then dont offer them. But they are absolutely doing the same thing to many players and the question is WHY. We dont buy the lies and vague You broke our rules bull c*** Please.

  

  Business Response

  Date: 01/11/2024

  Hello and thank you for reaching out! We do apologize for any inconvenience you've experienced and we're happy to help. Although not often, there are instances where we need to verify the identity of the account holder playing with us. I do see that there is a pending identity verification request. Once you complete that, we can absolutely look at getting you back up and running again. Thank you very much and have a great day. 

• Initial Complaint

  Date:12/31/2023

  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.

  Deposited $100 and site will not refund or let me bet

  

  Business Response

  Date: 01/02/2024

  Hello. Upon investigating, it appears the deposit refund you requested has been processed. If you need anything further, please feel free to reach out to our customer support team available 24/7. Thank you! 

• Initial Complaint

  Date:12/21/2023

  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 set up a Betriver account beginning of the year and made a $500 deposit into the account. Since then, I have never used or made a bet in the account because I am living in NY and I would only able to place bet if I am physically within **. After the balance sitting in the account for almost a year for nothing, I decided to withdraw my balance and deposit back to the bank account where the funding is initially coming from 2 weeks ago. However, ******** refuses to send the money back to the bank account and requested me to provide a copy of my ID card before releasing the funding. I have been a victim of identity fraud. I take my personal information seriously. If I can't use Betriver in NY. I don't want to share more personal information with the company. The fund is going back to where it was initially taken out from. I am not sure why they wouldn't release the funding since money is sending back to the account where it is originally coming from and not a new bank account which is newly set up. I spoke to a representative 2 days ago and he said he will send a request to wire department and see if they would release the money. However, nothing has happened until now.

  

  Business Response

  Date: 12/27/2023

  Hello and thank you for reaching out! We hope you had a nice holiday! Verifying your identity in this instance is required to stay compliant with applicable gaming laws and regulations. We're happy to get you your funds, but we simply need you to upload you ID. We can assure you that, as a regulated legal casino and sportsbook, our system is secure and any information you provide is encrypted and secure. If you have any questions, please feel free to reach out to our customer support team available 24/7. Thank you!

• Initial Complaint

  Date:12/17/2023

  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.

  Deposited money in account ! Made a few plays ! They will not let me withdraw funds !! They requested all kind of information ! I gave them what they wanted and still wont let me withdraw funds!

  

  Business Response

  Date: 12/18/2023

  Hello and thank you for reaching out! We don't currently see any pending withdrawals on your account. If you need any further assistance, please feel free to reach out directly to our team. Thank you!

• Initial Complaint

  Date:12/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After wagering tens of thousands of dollars and spending thousands of hours of my time on their platform gaming, I finally made it to be a level 10 VIP patron and days later I receive an email stating my account has been closed. When I reach out to a customer service representative, I was told. It appears that we've made an internal decision to close your account with us. Per our terms of service, we are not required to state the reason for this closure. We apologize for any inconvenience this may cause.So after all the money Ive spent and hours invested I had my account closed without cause. I had money in my available balance and I had unfinished games in progress that I will never get to play and find out the results, and also the rewards that I was promised for becoming a level 10 VIP that I was never able to cash in on due to having my account closed. Unacceptable.

  

  Business Response

  Date: 12/18/2023

  Hello and thank you for reaching out. I appears the account in question has been closed for presenting altered emails. Per our terms and conditions, which are agreed to by all users upon registration, we may close an account for any reason at any time. We wish you the very best of luck in the future. Thank you. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21007610
  
  I am rejecting this response because: This is a false statement completely. *** never altered any emails in my correspondences with ********** online casino. I believe this is a case of mistaken identity. Up until 3 weeks ago I was a VIP level 10 with tens of thousands of dollars deposited, and well over a million dollars played through within the last year alone, I find this answer completely unacceptable seeing as though it simply is not true. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/19/2023

  Hello. We've previously responded with the terms and conditions that address this inquiry and consider this matter closed. Thank you. 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21007610
  
  I am rejecting this response 
  Due to the lie that was stated in the previous response, that I altered emails, which was just totally false. Ive wagered millions of dollars and spent hundreds of hours of my time on your platform and became one of the level 10 VIP members, and woke up one day and my account was closed. You can hide behind your terms thats fine, I just dont know why youd try to slander my name with lies instead of just explaining to me why my account was closed, I feel as though regardless of the terms, I am due some sort of TRUE explanation. So as you may find this complaint closed, I on the other hand do not, and I will be spreading the word about how the sugarhouse brand treats there loyal VIP patrons. My online social media and local personality personality will allow me to spread the message to many of the patrons that are on the sugarhouse platform that they too may wake up tomorrow to a closed account with no TRUE justifiable reason. Do better sugarhouse/betrivers whatever brand your hiding under this month.
  

  TO ALL INTERESTED IN SPENDING YOUR HARD EARNED MONEY, THINK TWICW BEFORE INVESTING YOUR TIME AND FUNDS WITH THIS COMPANY, THEY HAVE ZERO LOYALTY AND WILL DROP YOU AT THE DROP OF A DIME, WITHOUT CAUSE AND HIDE BEHIND THERE BROAD SET OF TERMS!! RUN DONT WALK AWAY FROM SUGARHOUSE ONLINE!

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

• Initial Complaint

  Date:12/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bet rivers closed my account after I was a top vip member. They simply closed my account because my phone was stolen and someone impersonated me at an Eagles games i had tickets too. They closed my account due to the fact my identity was stolen which is absolutely ridiculous.

  

  Business Response

  Date: 12/14/2023

  Hello and thank you for reaching out. In order to ensure the privacy of all parties involved, we're unable to share the pertinent details of this complaint on a public forum. Ultimately, per the terms and conditions you agreed to upon registration, we 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 to do so for any reason. Although rare, we did make the decision to close your account and did provide you with an explanation. Thank you. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20998980
  
  I am rejecting this response because: not only was my account closed unjustly after a long term of loyalty and I spent 10s of thousands of dollars with your business consistently. I was provided benign reason for why I was receiving the warning initially. I was unaware of the offense I was accused of making initially. I was told that I was only issued a warning and that any further complaints against me  ( before december 3rd even )would result In a ban from in person events, and I was still eligible for my tickets to the Eagles game on Decemeber 3rd. Than shortly after lunch that day, I received another message stating that I was permanently banned and there was not going to be any more communication on this, that the decision is final. That is unjust and unfair considering I was not even a part of what I initially received a "warning" for , and than ultimately banned. I want compensation for the amount of money I lost only to ve banned and missed promotions on my account ans I want my account reinstated to continue business.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/14/2023

  Hello and thank you for reaching back out. As stated, the decision was made based on our terms and conditions which you agreed to upon registration. We consider this matter closed. Thank you. 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20998980
  
  I am rejecting this because it is absurd. Just because I agreed to terms and conditions does not give you the right to lie to me, and treat me like I am some piece of trash you can just throw away whenever things get rough. I had an identity theft situation and instead of being there for a loyal and apparently not valued customer, you throw me in the dumpster and call it a day? Your vip host which I attached emails from, told me that I was issued a warning. Without any further reasoning why I was then completely banned. All I wanted was for my account to be reopened and to be compensated for some of what I lost which isn't a big ask from you guys considering I would have gambled half of it back anyways if not more.  Absolutely ridiculous and I will make sure everyone knows about this unfair and unjust treatment of a so called vip member.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/12/2023

  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 am contacting you because obviously me calling your customer service reps ****** do any good and Im beyond ****** that your company wouldnt do a through enough job at verifying people and their credit cards they use when the sign up! My account was used on your casino. I dont have an account so therefore it wasnt me. When I called customer service I was given the run around and hung up on twice now. What kind of people do you even employ that theyre so mean and rude? Attached is a screenshot of my back account and the transactions I want given back to me as they are all UNAUTHORIZED TRANSACTIONS!!

  

  Business Response

  Date: 12/13/2023

  Hello and thank you for reaching out! We're sorry to hear that you're having this issue and we'd be happy to help. Can you please provide a case number or the email/ phone number you used to contact us. Thank you!

  Customer Answer

  Date: 12/17/2023

   
  Complaint: 20993801
  
  I am rejecting this response because:
  Im not sure what youre asking me for, I never got a case number because none of your customer service reps cared to even help me! 
  someone needs to contact me in regards to this issue before I contact my bank and dispute every unauthorized charge I have from your company!

  my number is ************** 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/20/2023

  Hello. We are unable to locate any account or correspondence under the name you've provided. However, we are looking into the inquiry based on the information you've provided here and will reach out to you directly once we've had the opportunity to investigate your claim. Due to privacy reasons, we will not be able to share the outcome of the investigation here as it is a public forum. Thank you!

• Initial Complaint

  Date:12/11/2023

  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 was playing ************************* at $1.50 per spin on dec 5. during my 2nd spin the system shutdown for maintenance at 3:00 a.m. EST. i immediately emailed my host which was not responded to so i emailed **** again on dec 6 and dec 7 then he finally replied that hed look into it. i emailed him on dec 8 asking for an update and again on dec 9 but i have not received a reply so i contacted *********************** they emailed me back advising that there was no issue meanwhile, i did not get to utilize my free spins and from experience, that is the majority of time when ive won the biggest payout amounts.

  

  Business Response

  Date: 12/13/2023

  Hello and thank you for reaching out. We do apologize for the experience you had while playing with **. It is correct that during a disconnection when a live round is being played, the round will complete in the background even though there is no visual. When this happens, the winnings associated with the round are still issued to you. It's also worth noting this is an extremely rare occurrence, however, we understand that this experience is less than ideal and is certainly not in line with the experience we want to provide you! We'll be reaching out to you directly to address. We thank you for your patronage and once again apologize for the experience!.  

  Customer Answer

  Date: 12/14/2023

   
  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,
  
  *******************************

  Customer Answer

  Date: 12/14/2023

   
  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:12/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was playing online with the Betriver casino and won **** and withdrew the money to my ***** account and unfortunately my son who plays games on my phone also which he is only 13 end up mistakenly playing for real cash not knowing he was playing with the funds I had on my account I have reached out to them multiple times and they are stating they cannot help me even though I was not the one who used the funds I also explained that to them also if there is anyway you can help me I would truly appreciate it

  

  Business Response

  Date: 12/05/2023

  Hello and thank you for reaching out! We're very sorry to hear about that situation. Unfortunately, as ultimately your son was able to logon to your account with your credentials and wager your money, we'd be unable to issue any sort of refund. We do apologize and would be happy to assist you with some suggested tips to ensure your account stays secure so this doesn't happen again. Feel free to reach out to us directly if we can assist you with that. Thank you!

  Customer Answer

  Date: 12/05/2023

   
  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:12/05/2023

  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.

  This has been ongoing for close to a year. I deposited 30 into my bet rivers account and two minutes after my account was frozen. I can log in but cant play or wd the money. I called multiple times and they want me to send a copy of a debit card from two years ago which I no longer have. In fact I closed the account. However you keep insisting that I should provide copies of bank statements. I do not have the account any more and the worst of this is that I did not even deposit the money with that account. I understand it is not a lot of money, but for months and months now you have just kept my money. You havent closed my account or issued a refund. Rather u have just kept my funds frozen. U need to send me my money or unlock my account

  

  Business Response

  Date: 12/05/2023

  Hello and thank you for reaching out! In certain situations, we are required to confirm that any account you used to deposit funds is in your name. Along with the card, we'd also accept a previous statement, letter from the bank, or anything else that verifies you are the owner. We're unable to get into specifics on a public forum to protect your identity, but we'd be happy to assist you directly. Please reach out to our customer support team available 24/7. Thank you!

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20959786
  
  I am rejecting this response because:

  I have told you multiple times that I no longer hold this account, it has been cancelled for years or that it was a prepaid gift card. Either way there is no way for me to provide any kind of documentation.  I also reject your response, because you allowed me to make a deposit and then immediately turned around and froze the funds. It is unacceptable to me that you took money from me, and then immediately froze the funds. I have absolutely no way to provide records for this card or account as I no longer bank with the company.  You have basically stolen money from me, and then used so ambiguous reason as to why i can not have the money back. I previously verified every card that I had used to deposit with. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/05/2023

  Thank you for reaching out. We're unable to share further details on this matter via a public forum to protect the identity of everyone involved. We encourage you to continue communicating with our team and consider this matter closed. Thank you. 

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20959786
  
  I am rejecting this response because: Im glad you consider it closed as I do not. You have not resolved anything and still have my funds. You have stolen from me and basically just blown me off. I have a hard time understanding how you can decide that the issue is resolved, it is clearly not. I expect my money to be refunded. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/07/2023

  Hello and thank you for reaching out. Deposits were made from the account we are attempting to verify. We simply need you to provide some sort of documentation showing that the account you used to deposit was in your name. Thank you. 

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20959786
  
  I am rejecting this response because:

  I do not understand where the disconnect is with this situation. I have expressed to you that this account has now been closed for well over a year. I do not keep out dated bank records, and do not have access to this account online as I literally stoped banking with this institution. In fact I do not even know what bank it was.

  So again, i will ask you to refund my money. I would also like an explanation as to why you allowed my to make a deposit, and then immediately froze the money i deposited. It seems more than a little strange that you would wait until a customer deposits money to then freeze their account. I will once again express that, i have no access to the account your are talking about, I do not know what account it is, and i do not have old bank records that i can access as the account has not been valid for well over a year.  

  Please stop treating me like I have done something wrong here, I have not. You on the other hand are a big corporation that is taking money from people with hopes that they will have no recourse. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/14/2023

  Hello. Per our terms and conditions, which you agreed to upon registration, section  **** states "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." We'd recommend contacting your bank for records that you can supply showing you were the sole owner of the account you used to deposit. Thank you.