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:12/02/2024

  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.

  It takes an act of God to get them to pay you anything. I have a balance of $100.23. They allow me to gamble with it but they are refusing to return the money to me which is my prerogative.

  Business Response

  Date: 12/05/2024

  *** ***** did a deposit on 11/29/2024 using our ACH Funding option.  ACH takes 4 days to process through both bank accounts.  During that 4 day period you can not withdrawal that deposit amount.  If you win, you can withdrawal any winnings above that deposit amount, but as long as you have an ACH deposit pending in our system (which it stays pending for the 4 days until the process completes through both bank accounts)  you can not withdrawal that amount until that deposit clears.  

  The clear date was Dec 3rd.   On Dec 3rd that transaction cleared and *** ***** did withdrawal the funds left in his account balance.  ACH is not an instant service, it is basically an online check that we have to let clear both bank and ensure it is a valid bank account and we receive the funds before we let those funds be withdrawn,  yes you can use those funds to wager with but can not withdrawal them until the original deposit clears. 

  I hope this helps clarify the situation. 

   

• Initial Complaint

  Date:11/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a letter from Twinspires stating that i owed $275 and i had 14 days to keep my account in good standing or it would be turned over to collections and could affect my credit. I have never had an account with Twinspires and have never done online gambling. I talked to *** at twinspires fraud dept and she said i needed to file a police report stating i never opened the account. This sounds suspicious so i called local police and they have never heard of this either. Could you let me know if this is legit or a scam. I asked *** to give me the last 4 digits of the account and she couldnt do that. She said it was paid through EZpay. Any help would be appreciated.

  Business Response

  Date: 11/04/2024

  The reason we ask for you to file a police report if you are claiming fraud, is for your protection. To open a wagering account someone would have had your full name, address, Date Of Birth, and last 4 of your social.  This is you filing a police report for identity theft.  Sending us a copy of that reports helps verify this is a fraudulent account and is needed to cease all collections efforts.  ************** is a valid horse wagering website owned by Churchill Downs the home of the Kentucky Derby.  

  We are not trying to scam you in any way, we send out the collection letters because that might be the only way someone finds out their identity was stolen and has been used to make accounts.  

  Hope this helps clarify why we ask for you to file a police report.  It will benefit you going forward if any other accounts were opened as well. 

   

• Initial Complaint

  Date:07/22/2024

  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.

  On May 2, 2024 I signed up for an account with Twin Spires for horse racing. I input all of the required information requested when creating the account and made a deposit of $105. By the end of the day my winnings brought my account balance to approximately $380. I do not know the exact amount, because they will no longer allow me to log into the app or tell me my balance over the phone. Several weeks after I opened the account, I attempted to request a withdrawal - but for some reason was no longer able to access my account.
  
  Finally on July 2, I called and spoke with representative ***** ** After verifying all of my information and explaining the situation, he ultimately told me that I could not access my account, transfer any money, or even be mailed a check without sending multiple documents containing extremely sensitive identification information. This is also when I found out my account had been locked from any and all access from behind the scenes without any notification provided to me. I have included Jason’s subsequent email correspondence below.
  
  The latest call was placed on July 19, when I spoke with representative Parker. She told me the same thing, despite my concerns about identity theft and Twin Spires’ poor ratings and expansive list of similar complaints with the Better Business Bureau.
  
  At this point, Twin Spires is holding both my money and my winnings, and are now refusing my access to any of it. I have used numerous other apps and services in the past without issue and without ever providing this much sensitive information. At this point I am concerned the company is not going to honor their end and pay me my winnings, or even refund my initial deposit, and would like assistance resolving this. A paper check needs to be mailed to my address for the full account balance to resolve this issue. Thank you!

  Business Response

  Date: 08/04/2024

  I have processed a check withdrawal to go out Monday 8/5/24 via Fed Ex.  I will email **** ******** Monday afternoon with the tracking information.  She should receive the check via *** ** on Tuesday for the account balance of $346.53.

  The account was originally closed due to duplicate ******* meaning the ****** account she made the deposit from was already on file on another account.  So we close the account and ask for verification.  

• Initial Complaint

  Date:07/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Twinspires is the most crooked online betting app I have ever dealt with. I won 2 very high paying bets in the 10s of thousands and they said their "betting system was down" then they refunded the money i bet after the fact, not the payout. I also have around $5,000 in my account and they won't unlock my account so i can withdraw it. They won't even send me a check. I have provided all documents proving I am who I say I am, it still does no good they just keep coming up with more and more documents for me to provide. This company needs to be investigated for fraud.

  Business Response

  Date: 08/04/2024

  As for the refunded wagers, per our Terms and Conditions attached - IF for some reason we are unable to commingle your wager with the host track wagering pool, your wager will be refunded to your account.   This be due to if we were not able to commingle his wager and money into the track pools, then those pools can NOT pay him out as his funds were not in them.  For those reasons if there is any technical problem with a race or wager type for any track, those wagers will be refunded for all players.  

   

   As for the balance in  the account, on July 22, 2024 a check for the balance of $2679.12 was sent first class mail via USPS to the address on the account that is listed below. 

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

   

   

   

• Initial Complaint

  Date:06/10/2024

  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.

  On 6/7/2024 I opened a online horse wagering account at **************. During the process of opening a account it asked for various things to prove your idenity. Such as first and last name, along with your address, and your dob and the last four of your social security number. Afer entering the information, the prompt said I had successfully oppened my account, and to deposit now to capitalize on there current bonus offer for new account holders. I then made a intial deposit of $500 dollars using my bank account. I was able to wager on races for about seven to eight hours with no isssues. I then requested a 1,000 withdrawal using paypal, and then another 1,000 withdrawl using paper about a hour later. Shortly after the second withdrawal I received a email stating the withdrawal had been cancelled and to contact support. Which I did and was asked for my DL, SS card and utility bill to confirm my idenity. I uploaded that material within 15 minutes. I then contacted support to let them know i had uploaded there request and then was asked for a voided check, which I did also. During this time they also made my account unacceisable. To the best of my knowledge my account should have three to four thousand dollars. After uploading voided check I have contact there support by phone and online chat and have only been told that they can't provide a timetable of when the review will be done or started. Now, this only took place when i requested a withdrawal. They where fine with myself depositing and wagering all day. Second, if there system thinks im not who I am, or whatever flag its causing, then my account should have never been opened and allowed to deposit and wager. Eitherway there system is flawed with there software and also the customer service skills. I'm demanding access to my account and to be able use the funds in my account to withdrawl to the method of my choice.

  Business Response

  Date: 06/30/2024

  This account was sent to our compliance department for review, all information that was provided to us was given to them to review.  Those reviews do take some time to complete.  That has been completed and we have issued a check withdrawal to the address on file for all funds that were remaining in the wagering account. 

• Initial Complaint

  Date:05/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TwinSpire is refusing to issue me a check for the balance in my account. I have provided AMPLE amount of information to confirm my identity. WAY more than is necessary or that I am comfortable with. They said I had to provide drivers license, ssn, proof of my residence. I sent all that info. Then they said they needed a statement from the credit card and a voided check. Apparently the last 4 of the credit card they have on file isn't even one that I have and then they are saying the bank account is incorrect but it's the ONLY bank account I've used for the past 4 years! They now have all of my highly sensitive personal information AND my money! Why would it be necessary for them to confirm this information that is IRRELEVANT to them cutting me a CHECK and mailing it to my house for my balance! This is not a wire transfer. This is not a refund on my credit card. I believe this is a scam, because they make it so difficult to get your money, that most people probably give up in all the hoops they make you jump through that are outrageous. They need to be investigated for poor business practices!

  Business Response

  Date: 05/26/2024

  The account was closed down and additional documents requested due to flagged activity on the account.  While many documents were received we never received proof the credit card used for large deposits were in the name of the account holder also no proof the the bank account entered online belonged to the account holder either.  At this time  the account will remain closed.  A check for the remaining funds in the account has been processed to the address on file. 

• Initial Complaint

  Date:05/16/2024

  Type:Order 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.

  In my opinion, this is scam site. We bet on the Kentucky Derby for fun. Site said if sign up for some payment site, there’s no fee. Well, I won and went to request a check to be sent ( website says no fee). It popped up as a $30 fee. In any event, I never even received the $129 balance. I can’t get a response out of them. No email saying, hey your check is being mailed to you. Pay me what you owe me!!

  Business Response

  Date: 05/18/2024

  Once you set up ACH (EZ Money) and you make your first deposit. That deposit has to clear which is a 4 day process.  Until then the bank account entered is NOT verified.   After the 4 days and the bank account is verified there is NO fee to withdrawal the funds back to the same bank account used.  

  If you wish to request a check withdrawal we do have a standard free USPS check withdrawal option if you select Overnight there is either a $23 or $43 overnight fee to send the check Fed Ex.  

  ***** ***** did request an EZ money ACH withdrawal back to the bank account on file on 5/11/24 and it was completed. 

   

  There is no funds due to the player at this time.  

  Customer Answer

  Date: 05/19/2024

  
  
  Better Business Bureau:
  
  
  
  

  Hi

   

  This issue has been resolved. You can close out your file. 

   

  Thank you

  ***** ****** 

  Sent from my iPad

   

  
  

  ***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:05/13/2024

  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.

  We attempted to bet the Kenmtucky Derby using the ************** link shown on the national TV broadcast of the Derby. We registered, won 10 on the race, and saw our account online on May 4, 2024. Today May 11, 2024, ************** denies we registered with them and the charge on our credit card was for a company call "Kansvisuality" who claims to be a "General contractor residential and commercial" the amount of $109.75 was fraudulently charged. The Chase credit card company cancelled our card to prevent further fraud and confirmed this company is a Nigerian based fraudster. Such a bad experience with Twinspires, we want to warn the public of this danger. Never bet with **************!

  Business Response

  Date: 06/02/2024

  We do not have an account in our system for this customer.  Any deposit credit or ACH would have shown either Twinspires or Churchill Downs on their statement.   We have no affiliation with the company that name is listed as on their statement.  I would advise them to contact their bank and dispute that transaction.  That will return it to whoever removed the funds in the first place as we do not have an account.  I'm not sure who they did the wager with but it was not Twinspires.  

   

   

• Initial Complaint

  Date:05/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been putting in bets with ************** for 4 years. I write down all of my bets, the amount, the Horses, the way it was bet. This year I put 2 bets on the winning Horse. They didn't give me credit for the Win, alot of my bets logged on my Purchase History were not what I put in. I have called Customer Service 3 times. They said they are answering hundreds of calls about this.
  I bet $2 on the #3 to Win, and $10 to Win, the odds were 18 to 1. So the Win should have been $36 and $180. I know this doesn't seem like much, but if they are doing this to thousands of other people, it would add up.

  Business Response

  Date: 05/28/2024

  Customer called in day after Derby, May 5th.  She was told the wagers she thought she made were not on the account.  We can not change, delete, remove, add wagers to any account.  Only the account holder making the wagers can do that.  All wagers were placed online and all on the same IP address.  The history of wagers is attached.  **** **** did have 2 wagers that did not go through because the pools had closed which means it was close the the race going off.  

  She wanted to talk to a supervisor immediately. Supervisors do not take calls off the floor agents do call backs.  She was not told we have thousands having the same problem she was told that supervisors were working through thousands of tickets and they were being worked in the order received.  These were tickets for all kinds of reasons.   We had no other complaints on Derby of peoples wagers missing.  

  She was called back by a supervisor and explained this but said she was still filling a complaint with the BBB.  She was told by the supervisor no credit is due as the wagers were made by her, online and all on the same IP.  There is nothing to show anyone else accessed her account and removed wagers. 

  At this time she decided to close her account and what funds she had in it have been sent to her and the account closed per her request.  

• Initial Complaint

  Date:05/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opted into a bet they offered on Saturday may 4th that I would get $5 back if I bet $20. I bet 3 $6 WPS bets and a $2 place bet for a total of $20. I have been on the phone for almost an hour now and keep telling the woman this and she is telling me I cancelled my bets which I did not and that I only bet $14.

  Business Response

  Date: 05/30/2024

  The promotion does state that Show wagers are excluded.  

  That means when **** ****** made the 3 wagers that were $2.00 to Win/Place/Show making it a $6 wager, only $4 of that wager counted toward the promotion since the show wager section did not count.  

  So while she did wager $20 that day it only counted $14 since $6.00 of those wager were considered Show wagers since they were in the Show pool.  

  All information is shown attached as well.