Complaints

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

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  TwinSpires.com

  801 Corporate Dr 2nd Floor Lexington, KY 40503-5404

• 

  TwinSpires.com

  PO Box 8510 Lexington, KY 40533

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:09/08/2025

  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.

  ************** online account owned by ********* ***** ************.
  Account * ******
  
  I joined a ******** ***** tournament for $50 yesterday on 9/5/2025. I was able to join from Race 1 to Race 4 and after that, I was not able to login and tried contacting customer support but was not assisted. The tournament was over after trying to contact *************** I would like to get my $50 credit back because it was out of my control since I was not able to log in. Please refund or put a credit to my account for $50.

  Business Response

  Date: 09/08/2025

  The terms and conditions of all tournaments do state that the entry fee is non refundable.  Player's account was opened and enabled.  No issues on our side of why they couldn't log in.  We do not have any contacts from this player until the day after the tourney talking about why they couldn't log in.  They did not reach out while having the login issues.  

  I have escalated this to our Tournament Marketing team who will be reaching out. While they cannot refund this tournament they can offer another seat into a different $50 tournament.  

  Customer Answer

  Date: 09/10/2025

  
  
  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,
  
  
  
  ******* ****** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/29/2025

  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.

  My daughter (22 yrs old) received in the mail a letter trying to collect a “debt” on behalf of Twinspires. I replied that it was not her debt.
  To which I received a large package with still no concrete evidence demanding payment.
  We’ve checked her credit score and credit repost and there is no debt.
  This is a complete scam!!! And the collection agency is in on it too!!!

  Business Response

  Date: 08/31/2025

  If your daughter did not open this account or make those transactions she will need to file a police report for identity theft.  This means someone had all of her information including Name, Address, Date of Birth, and social to open this account in her name.  Once she files the police report, she needs to send Twinspires a copy of it. Once the police report is received, we will contact the collections company to remove her from collections.  The wagering account will remain closed so no one else can use it. A police report will also help her in the future because if someone has all of her information other accounts could be opened with different companies using that information so having a police report for identity theft will be beneficial for her to have.  

  We cannot provide you with any information on the account as it is in her name and she is of legal age so we would have to discuss the account with her.  

   

  Thank you,

  Customer Answer

  Date: 09/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  none of this shows up

  on her credit report so I will not provide them with her social security number.

  there is no definitive information listed on “statement” not even what bank it was trying to deduct from . This is fraud!
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 09/02/2025

  I'm sorry you feel that way.  While this is fraud it is not by us. Her information was received by bad actors in a data breach at some point. Her information was used to create a wagering account.  Transactions were made in her name.  We do not release to the collection company the bank information so forth that was used.  Typically they do not use a bank account linked to the name they use other bank accounts they have access to.  The reason you do not see it on her credit profile is because it is a gambling debt, our contract with the collections company does not report to  credit file.  While the last 4 of her social would have been used and verified through our third party verification system to create the wagering account we do not pass the last 4 of social to the collection company to report to credit files.  We us them solely for assistance in collecting debts.  

  I do urge her to file a police report for identity theft with her local police department as someone had all of her information to create this account.  We are trying to assist you in helping your daughter out with this situation.  The police report is for her protection if the bad actors use her information to create other accounts with other  companies.  

  We have been in business for well over 17 years and owned by ********* ***** home of the ** ***** which has been ran for 151 years.  We are not the ones who committed the fraud, we are making you aware of what information was used to create this account and suggesting a police report for identity theft to protect her going forward.  

• Initial Complaint

  Date:08/25/2025

  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 created a Twinspires account on 8/2 because I am unable to drive and am newly retired. To pass the time as a new hobby, I opened an account with $200 and lost approximately $60 so far after a few weeks of betting on ponies. All of a sudden, on 8/23, I logged in for my weekly race and Twinspires had LOCKED my account and refused to release my balance to me unless I provided additional sensitive and personal PII. Talk about RED ALARMS going off! I heard about people trying to scam older people but I thought this was a legit company but they are not. STAY AWAY!!!!

  Business Response

  Date: 08/27/2025

  We do perform random Identity checks on new accounts.  We do ask you to provide 3 forms of ID as well as proof that the funding method used to fund the wagering account is in the account holders name.  If you do not wish to provide these documents, we can send the funds left in the account to the bank account the funds came from.  Account will stay suspended if docs requested are not received. This is not a scam tactic, this is us verifying the person whose name is on the wagering account is in fact the person who opened the account and they are using funding method that is in their name.  

  We will send remaining funds back to the bank account on file if player wishes to not send in requested documents. 

   

  Customer Answer

  Date: 08/28/2025

  
  
  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,
  
  
  
  *** *** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 11, 2025, a twin spires account was opened using my personal identification information. The account had my name, DOB, and address attached to it, but had an Alaska area code phone number and an email address that closely resembled my own. The account was opened without any form of government issued ID being submitted(per Twin Spires own fraud department). My debit card info was then used to load 2- $505 transactions and subsequently used to place bets. I notified my issuing bank immediately upon seeing the charge notifications and the card was shut down and charges disputed. Twin Spires disputed the chargeback to my bank fraud investigations department stating that I had received benefit of the funds due to my stolen info being used to open the account and place the bets. My bank fraud investigators closed the case and provisional credit was revoked from my account and sent back to twin spires. I contacted twin spires fraud department directly explaining the scenario with the fraud department personnel agreeing that it seemed like a fraudulent case. I provided a police report for the theft of identity and the account was closed. To this date, twin spires has not refunded that $1010 back to me. They allowed an account to be opened with NO proof of identity and collected the ill-gained funds, then disputed my chargeback claim causing my chargeback claim to be closed without ever being made while again from the theft. Their negligence in verifying the identity of fraudulent account holder directly allowed for this illegal activity to occur causing the loss of $1010 to my account. I want Twin Spires to refund my money! This has gone on for 6 months now!

  Business Response

  Date: 07/23/2025

  At the time we received the chargeback and disputed it, no fraud had been reported to us.  Based on information we had at the time all information matched including CC, Name, Address, Last 4 of social, DOB and address.  Once a dispute is filed against a chargeback we cannot edit it.  It wasn't until the credit card company closed the dispute in our favor that we were presented with the police report / fraud information.  Player was advised to provide this information to the credit card company as well.  The credit card company has the right to reverse a credit that is given to us and enter a 2nd chargeback.  The  credit card company after their review never processed a 2nd chargeback.  We cannot provide funds back to a card.  *** ***** will need to reach out to the credit card company and dispute their decision to credit us.  The credit card company must make the choice to return the funds to his card not us.

  As advised before if we receive a 2nd chargeback we will not dispute it.  

  Customer Answer

  Date: 07/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  
  First and foremost, I am not a Twin Spires “player”. I do not gamble on horse racing, nor do I have a Twin Spires account. Secondly, the issuing bank has already closed out the fraud investigation and has advised me to seek reimbursement directly from Twin Spires based on the evidence Twin Spires provided to dispute the chargeback. The bank policy is to not reopen a chargeback claim once it has been closed from a dispute is what I am being told. Either way, Twin Spires is withholding $1010 of my money that was obtained by fraudulent means from my checking account at this time. I would also like to point out that in the Commonwealth of Kentucky, receiving stolen property valued at $1,010 is classified as a class D felony under the Kentucky revised statutes. I would strongly encourage Twin Spires to contact me directly to resolve this matter. Lastly, the negligence on Twin Spires’ part of not confirming the identity of a new account holder via government issued ID allowed for this to happen in the first place. What difference does it make if the money is refunded directly to me via check mailed to my address versus to the bank and then to me?

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

• Initial Complaint

  Date:07/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I deposit 2k into my account and they told me I was unable to do anything bet bet , after I win anything I still would have to wait to withdraw it , so I reach out and try to get my money back , they said I have to wait 5 days , I close my bank and try to get my funds back and they didn’t allow me because I authorized, so I got me a new bank account and 5 days go by , I withdraw my money and now they locked my account with 2k inside and won’t let me transfer any of my funds out , they are now asking me to send them my ****** information, which by law is not required , if it was that should be been asked before I was able to deposit any amount to my account , they have over 90
  Lawsuits and just holding people funds

  Business Response

  Date: 07/23/2025

  All deposits made on this account via ACH funding were returned by the bank for the reason of Customer Advises not authorized. 

  All funds in the account were used to pay for the deposits that the bank returned.  There are no funds remaining in the account.  Customer had multiple accounts opened all with returns on them.  

  All accounts were linked to belong to the same individual.  At this time the account is closed and will remain closed.  At this time funds are still owed on 2 other accounts.  

• Initial Complaint

  Date:06/23/2025

  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.

  Twinspires is suddenly requiring me to pay up front for " free" pps in order to be reimbursed if I bet. I have been a customer mmmm 20 years ? maybe longer. If this practice is not resolved I will be forced to close my account

  Business Response

  Date: 06/26/2025

  Player had been charged for 2 PP's that were downloaded after the races had ran for that day.  Those products are free with bet. If they are downloaded after the races then they will be charged.  Typically they contact in and request a credit for those.  We had no contacts from this player into the call center to find out why they were charged or if they could get a one time credit request.  

  The account has been reviewed and we issued a one time credit request.  We attempted to call the player and left a voicemail and also emailed the player.  If the player downloads PP's for a track after the fact they have ran for that day they will be charged. 

   

   

• Initial Complaint

  Date:06/09/2025

  Type:Billing 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.

  6/2/25 I got prize money from a free bet trifecta. Twinspires has not yet added the money to my account.

  Customer Answer

  Date: 06/09/2025

  
  
  Better Business Bureau:
  
  
  
  From ***** *****

  I just received the prize money in my account from TwinSpires. Thanks again. 
  
  

   

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:05/22/2025

  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.

  On 5/21 I attempted to make multiple withdraws on Twinspires as I have many times before around 600 of winnings. The withdraws were processed as usual. When I get up the next day 5/22, I find out that they have stopped the withdraw process, and emailed me to tell me they will only give me my money if I upload 6 very personal information documents to them. I then emailed saying I am not uploading all that private information as there was no excuse given as to why the won't all of a sudden allow me to withdraw my funds that I won fair and square. The response from Sera W from Twinspires was very hostile and I quote "No funds will be released until we have received the requested doucments." This is pure blackmailing at its finest if I have ever seen it.
  
  Then I try to log into my account to make sure the funds are still there, and wouldn't you know it they locked my account without even telling me. I even tried to change my password just in case and wouldn't you know it, the link won't even send to my email to reset it.
  
  This is pure corruption, blackmail, and unethical treatment by this site and their team. I am owed around 600 dollars and I want my money. Locking me out of my account for no reason, then forcing me to update this ridiculous amount of information is blackmail.
  
  **Im sure the response from them will be like all other negative responses that they " Found unusual activity on the account so we requested 10 documents."

  Business Response

  Date: 05/29/2025

   This has been a standard security check that happens on accounts.  We have processed a check to the address on file of funds in the account.  Player was contacted and is aware he has a check on the way.  

  He was also made aware that if a security check is placed on this account again, the documents requested would be required.  If they are not received any remaining funds would be sent to the address on file via a check withdrawal and account will remain closed.  

  Customer Answer

  Date: 06/04/2025

  
  
  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,
  
  
  
  ***** ****** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the day of the ******** ***** i joined Twinspires. I first deposited and bet 50.00. About 20 minutes before the race, I wanted to deposit 10.00 and place a bet. What happened was the site could not confirm my deposit of the 10.00. Every time I tried to check the site, it said balance unavailable. I was prompted once again to send the 10.00 through and place the same bet. It wasnt until after the race and when the site was able to pull up my deposits that i realized they had taken the 10.00 twice and also repeated the same bet twice. I know its not much money but I cringe at the thought that it could of been more and at the thought that surely this happened to others. I asked simply for the 10.00 back over the phone and by email and each time i was refused the refund even though one agent admitted the site had not been working during that time. She said oh yes there was several minutes that people could not get their balances or confirmations. That was what happened to me. They were not pleasant at all. I want the money back on principles.

  Business Response

  Date: 05/16/2025

  While there was a display issue for a short period of time where it showed transactions were declining when they went through, same day that the 2 $10 deposits were made and both $10 deposits did credit her wagering account balance, a withdrawal was also made back to the same bank account for $30.60.  All funds were transferred back to her bank account.  There is no funds due at this time.  She received deposits into the wagering account balance and was able to withdrawal any remaining funds back to the bank account on file. 

   

   

   

   

• Initial Complaint

  Date:05/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I deposited money into my TwinSpires account to wager the ******** ****** At the time I initially deposited $255 I received a message that said “Error Sorry, we were unable to complete this request. Please try again later.”
  I understand there may have been a large volume of betters at the time but it was a glitch on TwinSpires and the app was not allowing you to deposit money. I tried to deposit a few more times and even tried a different amount in $260 and received the same message.
  
  I closed the app and opened again to see that over $1,550 was in my account and this was a technical error. I contacted customer service and was told I have to wait until the funds process and then I can withdraw from my account. I contacted my bank to put a stop on the additional deposits that TwinSpires ended up accepting when initially I received the Error message (screenshot photos attached)
  
  I am trying to pay the money I wagered on which is around $520 but Twin Spires customer service sent an email response stating I owed $2,000 on the account. How can that be when it was my money deposited and only $520 was wagered on the ****** They locked me out of my account and I have no access but I do have screenshots to show the error that had accrued with the deposits in my account. I understand if I wagered over and over and then continued to deposit money in the account but you can see on your end the deposits into the account was in seconds.
  
  I am looking to pay the full amount I wagered but how can they claim I owe $2,000 when only $520 was wagered. I enjoy using the app and want to continue to wager in the future but this needs to be resolved.

  Business Response

  Date: 05/16/2025

  Account was and still is disabled due to all deposits made on the account before returned for Payment Stopped.  Player deposited the difference of what was in the account VS what was owed and all transactions has been paid and account is enabled.  Nothing is due and no funds are due to be refunded either.