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: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.  

• Initial Complaint

  Date:05/08/2025

  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.

  I was able to log in and place bets on ***** **** 5/3, but when I went to log in to withdraw my money, the system suddenly cannot find my username or password. I tried resetting my password, but dispitd having received emails from them, including a deposit confirmation, I am not getting a password reset email. I tried to chat with customer service, but could not get through to a human, and just sat on hold for 20 minutes. Now I'm coming here because I am quite literally locked out of my money.

  Business Response

  Date: 05/16/2025

  The account was disabled due to the deposit was returned by the bank.  Anytime we have returns or an account owes money the account is disabled and they must contact customer service for them to enable the account while on the phone/chat to make the deposit or recover the funds from the account.  Due to large number of returns after *****, this process can take a few days. The returns have been paid and all remaining funds were withdrawn to the players bank account on 05/09/25.   No funds are due to us and no funds are due to the player.

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a pick 4 wager via my Twinspires account for The Meadows, races 5-8. My wager was in fact a winning wager and after the 8th race was official, my acct should have been credited the $187.90 for the .50 pick 4.
  Instead Twinspires refunded my wager amount. I contacted their Support and was told that The Meadows canceled all wagers for race 5, which was the Start of the pick 4. That isn't true as The Meadows Website, The USTA website, WROTB all paid winning wagers for Race 5, in fact not one race was refunded on the entire race card at The Meadows on April 25,2025. The above mentioned websites and the printout of the results for the entire card, show that is a lie. Twinspires then directed me to contact The Meadows via email for further explanation since they did not have one, which I did on April 26,2025 and to date I have not heard back from The Meadows.
  I have been wagering with Twinspires for well over a decade, nothing like this has happened to me before nor should it be allowed to happen. What's stopping Twinspires from not honoring winning wagers in the future?
  It is completely wrong and I have proof that no races were refunded that day.

  Business Response

  Date: 05/20/2025

  On April 25th, our Tote servers lost connection with the Tote servers at Meadow.  This affected Race 5.  All wagers made in race 5 were refunded to all players per the attached Terms and Conditions of the site. 

  "If for some reason we are unable to commingle your wager with the host racetrack wagering pool, your wager will be refunded to your account."

  This is why her wager was refunded.  All wagers winners or losers are refunded because the players funds did not go into the wager pools at the track. Therefore they can not be given winnings from that wager pool.

  Player was credited a one time courtesy comp due to VIP status level. 

• Initial Complaint

  Date:04/14/2025

  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 more documents to upload so please get ahold of me and ask me for them. But for now, long story short I deposited money multiple times then I won and tried to withdraw, then they asked for quite a few things and I sent them EVERYTHING they asked for except a passport card instead of drivers license because I dont have one right now and that wasn't good enough they wanted more and more and more and I've still not gotten paid. I requested a check for Exactly $500 $550 and ABOUT $1700 forgot the exact amount on that one and cannot log back in. So would just like to get paid. Thank you!

  Business Response

  Date: 04/22/2025

  Do to unusual activity on the account, additional documentation
  was requested from *** *******.  Documents
  that were received had been altered.
   Per the Terms and
  Conditions listed that were agreed upon when the account was created, “TwinSpires.com
  also reserves the right to close an account for whatever reason and without
  explanation, for any reason it deems necessary, including but not limited to
  for compliance with applicable legal or regulatory requirements, in cases of
  suspected illegal or fraudulent activity, outstanding funds owed, or other
  improper or abusive behavior . Except in the case of theft, fraudulent, or
  other actual or suspected illegal activity, in circumstances in which funds
  remain subject to ACH returns, credit card chargebacks, or otherwise returned
  (in which case funds will be retained until all applicable time periods have
  expired).”

• Initial Complaint

  Date:03/31/2025

  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.

  I have been wagering at Twinspires for years. I had approx $153 in my wagering account. I tried to transfer it to my Chase bank account and it wouldn't go through and the problem was Twinspires. I called support and gave them the info they needed. They then told me that money was being held because I owed money on some kind of returned advances with ********** and they were their "affiiate". I told him that was an error and that my bank would not have advanced money to me in the first place if they didn't have the funds in my account. He got very rude with me and basically kept my winnings that I won at TWINSPIRES that had nothing to do with BET AMERICA and a dispute with them from 2022 which I remember they told me there was a glitch or something back then. I don't think********** even exists anymore. I feel in fact my money has been stolen out of my legitimate account with TWINSPIRES and I want a check for the amount taken as soon as possible. The guy from Twinspires seemed confused and was giving me all these amounts and saying he "misspoke" and I have no idea what he was talking about. The fact is we opened an account with TWINSPIRES. They were only too happy to take my deposits and allow my wagers and show my winnings on my account on numerous occasions only to do something like this when I tried to make a withdrawal . I even had two races still bet and when I tried to log back in I couldn't. I see you have had success in helping other people they were not paying and hope you can help me too. Thank you!

  Business Response

  Date: 04/13/2025

  At this time the account is closed and will remain closed until debt paid on the account that owes funds.  A check has been processed for the remaining funds and mailed to the address on file.  Please allow up to 15 business days to receive the  check.  If during random checking of accounts, it is found that there are multiple accounts in the same household and one account owes money, all accounts at the same household are disabled until the one with the debt is paid.  

  Thank you,