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:05/06/2024

  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.

  On 05/04/23 I place two bets, $25+$5 fee for a total of $60 on two horses using the TwinSpires app for the Kentucky Derby. Both bets were to win $25 on ******* ***** (11) and $25 on ****** *** (3). After checking my app on 10-1 wining odds I noticed a $25 payment. Upon calling the business I was told there was only one bet on horse (******* ****** and no bet for ******* ***) the winning horse. I was informed there was nothing they could do besides have a supervisor call me back which didn’t happen. I have submitted the screen shots showing two separate deposits of $30 total of $60 yet they only have one bet for $25. Once the winning horse won that I picked mysteriously that bet no longer shows. I want the company to pay my winning and an apology from management. I’m a 100% disabled veteran on a fixed income and have never gambled on using these shady apps but my son was home and we did it to have some fun. I’m appalled these sites can rob people then think there is nothing you can do about it. Please help me resolve this matter.

  Business Response

  Date: 05/06/2024

  *** ******* did attempt to make a wager on the # 3 horse on Saturday May 4th. However he did not have the funds in his wagering account to make that wager. 

  Please see attached not only account history for that day but also his wagering history that shows attempted wagers. 

  The wager in question he attempted at 16:01:33 and received a message that the account balance is less than cost of transaction.  

  He then did a PayPal deposit for $25 at 16:02:09.  

  He never went back and made that wager.  Once you leave the wager screen to make a deposit we do not auto submit a previous wager you attempted.  You must go back and make that wager again once you have the funds in your account to cover the cost of the wager.  

  There is no refund due as his money was not wagered into the track pool of funds.  

  His wager was NOT completed and did not go through because he did not have enough funds in the account at the time he attempted the wager for it to be placed.   

  It is the players position to go back and place a wager after they have made a deposit. 

  There is no credit due to the player.  

• Initial Complaint

  Date:05/06/2024

  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.

  My wife got an email from TwinSpires and went to try to bet today. Now it says you can’t bet in Arizona. So tried to get money back and I tried EZpay. It’s not working so tried to get a check it’s not working. Tried to call no pick up. Seen on line that Church hill downs shutting down TwinSpires.

  Customer Answer

  Date: 05/06/2024

  
  
  Better Business Bureau:
  
  
  
   

   

  They have sent me back my refund thank you. I couldn’t even bet because I live in Arizona but never told us.
  
  

   

  
  

  ***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:04/29/2024

  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.

  They let me deposit money make some bets and when I try to withdraw my money they decide to lock my account and tell me I need to give them a bunch of personal information. I called and was told they would call me but all I get is emails asking for personal info.

  Business Response

  Date: 04/30/2024

  We have enabled the account and processed an overnight check withdrawal to the address on file at our cost.  This was caused by an error on our side and it has since been corrected.  The check will be mailed out today 4/30/24 and once I get the tracking # from accounting this afternoon I will forward it to *** *******

  Thank you

• Initial Complaint

  Date:03/19/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 signed up for an account on their website for horse racing. I input all of the required information requested when creating the account and began depositing. I have had the account for a dew weeks and had no issues depositing money on to their platform. Sunday I won $3,000 and made a request for a withdrawal, the only option was to have a check mailed to my residence. I confirmed my address when requesting the check and submitted successfully. Monday I went to check the status of that check and could o longer log in. I called their customer service and was told my account had been disabled. It is very concerning that all the time in was depositing money into their platform there was no issue but the second I won they shut my account down. At this point I have called multiple times to get my money sent to me and have been told I need to send them a picture of my drivers license, bank card, social security card and utility bill. I have no issue sending the drivers license and bank card to verify but I am not willing to send my utility bill or social security card to this company. There is far too much identify theft going around to provide this sensitive information. I have told them I would send drivers license and bank card and this is apparently not good enough. It doesn't even seem legal that a company can take my money and then the one time I win they are trying to not pay it out to me. I have used other apps in the past without issue and without providing this sensitive information. At this point I am concerned they are not going to honor their end and pay me my winnings and need help to get this money sent to me.

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Have experienced several shady things including having a active bet that was declared a loser despite not being run. Even things declared winners are not necessarily put in your account. Tried to speak to someone higher up but get the run around. I have screen shots of the ones I actually caught. Think intentionally or unintentionally customers are being ripped off. All bets have an ID but for some reason customer service can't pull up bets with this?

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  see Attached document
  

• Initial Complaint

  Date:08/14/2023

  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.

  On 8/12/23 I placed a $270 Show wager on horse #3 in Race 7 at DelMar. Somehow from the time the wager was placed to the time the race was finished and made official my bet was changed to a Win wager. My horse finished 2nd so I did not get my Show wager that the payout was $6.20 per $2 dollar bet. This is probably about the third time my wager has been changed from a Show wager to a Win wager and I have not received my winnings. Either you have somebody hacking your system and collecting the money or something or what is going on I don't know. I have wagered with Twinspires for over 20 years.

  Business Response

  Date: 08/24/2023

  Player called in 8/12/23 and admitted that he selected the wrong wager type.  He wanted to do a Win wager but he made a Show wager.  This wager was made on his device by himself.  No one changed his wager after it was placed.  It is the players responsibility to verify the wagers they made and cancel any that they did not want. 

  Player spoke with VIP and they agreed on a $25 courtesy comp, but explained he needs to go to his wager history and look at the wagers he made to verify them.  

  Player did receive the $25 credit to his wagering account on 8/13/23, and was satisfied with this decision. 

  Customer Answer

  Date: 08/25/2023

   
  
  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,
  
  
  
  **** ********

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:05/09/2023

  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 bet and won and now they won’t give winnings. It says confirm account but it is the same bank that took my bet out of - my account is confirmed. I want my winnings please!

  Business Response

  Date: 05/18/2023

  Anytime you set up EZ money (ACH) funding it is like an electronic check.  It takes 4-5 days to fully process and verify the bank account. After you have made your first initial deposit you can not withdrawal back to that bank account until it is verified which takes the 4-5 days.  After that time you can withdrawal any amount over any pending deposits you have.  

  For this account on May 10th they did log in and do a successful withdrawal back to that bank account. 

• Initial Complaint

  Date:02/22/2023

  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.

  On February 20th, I bet on the Twinspires App, I had 3 bets, Aqueduct starting in Race 7: $20 double All with 2, payoff was $55.75 for $1 bet I should of received $1115.00 for my winning bet, which was received by Twinspires 20+ minutes before race 7 went off. Bet was accepted and money for the bet was withdrawn from my account. I have a screen shot of the accepted wager.
  
  My second bet with Twinspires was a $20 dollar daily double at Oaklawn Park starting in Race 6: 10 with 7, payoff for the winning wager that I had placed was $5.10 for $1 bet, I should of received $102.00 for my winning bet. I also have a screen shot of the accepted wager.
  
  My third bet was a losing bet of $16.00.
  
  Total winnings of $1217.00 should have been placed into my account. Instead, I received a refund 2+ hours later after the race was over with no explanation. I have the screenshots of my accepted account wagers. I have called twice with no one calling me back. There was no tote issues at either Aqueduct or Oaklawn park, and Twinspires had ample time from when my first bet was placed on the App to when the first race went off on my winning ticket at Aqueduct.
  
  I’ve been a customer with Twinspires probably for 15 years. When I finally have a winning wager, they don’t want to pay, they had no issue taking the money. How is this legal? I feel like this is a scam. They carry liability insurance and in this case I feel they are liable for their mistake or for whatever they say happened why they don’t want to pay.

  Business Response

  Date: 03/06/2023

  Player has spoke with VIP department and customer was credited for these wages on 2/25/2023.  

   

   

   

   

• Initial Complaint

  Date:02/21/2023

  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.

  The date of the transaction was 2-20-2023. I placed a wager through the Twinspires betting site. I received a receipt indicating that they received the wager with a transaction number. The wager was a winning wager and they failed to resolve the wager in which they are required. The wager amount was $36.00 and the winning amount was $120.00. I have a valid receipt with a transaction number stating the wager was received and there is no reason why the wager should not be properly resolved. I am a customer and they are a business providing a service. The did not provide the service that they advertise.
  
  I am seeking resolution in the amount of $120.00 from the bsuiness.

  Business Response

  Date: 02/21/2023

  On Monday 02/20/2023 we had a TOTE outage which affected several races.  The tote system is what holds the wagers and send the wagers to the host tracks.  With TOTE being down, we were unable to send these wagers to the host track.  That means the funds from these wagers did not go into the wager pools at the host track.   Since the funds didn't go into the pools, they can't be paid out winnings from those pools.  For those reasons all wagers placed on those affected races were refunded to each customer. All wagers winning or losing were refunded across the board.  

  Our terms and conditions state: 

  "Requested wagers that are unsuccessful, ineffective or non-permissible for any reason (including any and all track errors, tote malfunction, communications failures, etc.) will be canceled and the full wagered amount will be refunded to your account."
  
  With our Tote system being down, we were unable to place funds into the wagering pools and are required to refund those wagers. 

  Customer Answer

  Date: 02/22/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  It is not my problem that you had an issue with your equipment. I have a receipt saying that the wager was accepted and you are required to honor it it regardless of any issues on your behalf. Especially when players like myself have money in the game day in and  day out  and rely on your service. Keep in mind, you are providing a service in which “we” the players are paying for. It’s easy on your end just to “cancel it”, but again, I have a receipt saying my wager was excepted. If I have an issue getting a wager in because my phone doesn’t work, are you going to pay me?
  
  
  Sincerely,
  
  
  
  ***** ******