Complaints

This profile includes complaints for Soaring Eagle Casino and Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Soaring Eagle Casino and Resort

  7070 E Broadway Rd Mount Pleasant, MI 48858-8970

• 

  Soaring Eagle Casino and Resort

  6800 E Soaring Eagle Blvd Mount Pleasant, MI 48858-8432

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:12/08/2024

  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.

   
  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,
  
  ****** *******

  Business Response

  Date: 12/19/2024

  Free Spin issues are typically handled by the game provider and this incident was raised to ***. This appears to be an isolated case (no other complaints from other users). Looking at the history and notes on ******'s account, a generous replacement credit of $20 to play the online casino was offered and accepted by ******. The value of free spins would have been $5 (10 cent Xs 50 spins). There will be no additional rewards or credits provided for this case. 

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wanted to withdraw my $187 winnings I accidentally somehow deposited another $187 they sure took it within 5 seconds and now I have tried to cash out 374 because I needed that money that I accidentally deposited and it's not right back on there but they sure took it right away I need to know when I will get my $374 I cannot get an agent online

  Business Response

  Date: 10/28/2024

  ***** ********** account shows that her withdrawal was requested electronically on 25/Oct/2024 at 09:01:05

  ***** ********** account also shows an inquiry (via customer support agent contact) regarding the withdrawal timing on 25/Oct/2024 at 10:12:56 (approximately one hour later)

  ***** ********** withdrawal was approved via Eagle Casino & Sports on  25/Oct/2024 at 15:47:16 (approximately 6.5 hours after initializing withdrawal request).

  *As noted on the screenshot photo provided by ******** in this BBB complaint; withdrawal requests can take 2-4 days for Eagle Casino & Sports approval, then an additional 2-4 days for the funds to reflect in the bank account (depending on the banking institution).

  ***** ******** is advised to contact her financial institution regarding the timing for the funds credited to her bank account. ********************************************* & Sports released these funds approximately 6.5 hours after ******* initial withdrawal request. 

   

• Initial Complaint

  Date:09/21/2024

  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.

   
  Complaint: 22317720
  
  I am rejecting this response because their response lacks any empathy for the customer, me. A phone call, an apology, a more sincere response would all be acceptable. The fact that Soaring Eagle still doesn't "get" what I'm complaining about is troublesome to me. I want current and potential Soaring Eagle customers to be aware. 

  I reject their response. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 09/23/2024

  After further review, **** ******* requested a withdrawal of $100 to their Venmo account with $0 gameplay on 9/12/2024. Immediately after this on 9/14/2024, the Eagle Casino Fraud analyst team rejected the withdrawal and initiated a refund for the user (refund is required under $0 game play circumstance). An email was sent to the customer on 9/14/2024. However, the refund was processed on 9/21/2024 and the follow up was sent to **** *******. The transaction follows the 10 day rule for handling withdrawal request which allows sufficient time for analysis and prevention of potential fraud. Note- a refund to original payment method is an entirely different transaction than requesting a withdrawal. 

  Business Response

  Date: 09/25/2024

  There are a couple issues with this situation.

  The first and most concerning issue is regarding the location requirements to wager on a Michigan based online casino. This location requirement is clearly stated within the Terms & Conditions and all new registrations must agree to the Terms & Conditions to complete the registration process.

  Under terms and conditions you'll find "Eligibility" 

  You cannot use any aspect of the Platform, including but not limited to the Casino Games and Sportsbook on the Website or App, if you are:
  Not of the legal age of 21 years or older to wager
  Not physically located in the State of Michigan
  Intending to breach the laws applicable to you by participating in any game, tournament, contest or wager
  Prohibited from participating in online wagering under any applicable law or regulation applicable to you or the Platform
  Present on any State Gambling exclusion lists

  It is the registrant's responsibility to read and understand the Terms & Conditions.

  User / plaintiff may recall, the acceptance notice:

  By checking the I accept these Terms & Conditions and I am 21 years or older, you agree to the terms set as set forth in this Agreement, the use of electronic communications to enter into contracts and waive any rights or requirements under the applicable laws or regulations in any jurisdiction that require an original signature to the extent that it is permitted under applicable law. 
  If you do not agree with any of the terms and conditions of this Agreement, do not click I accept these Terms & Conditions, do not complete the account registration process, and delete the app or use of the software and services on the website. 

  The terms and conditions are also available to read at anytime without registering for an online account. ************************************************

  An additional concern is regarding the movement of funds between accounts. ********************************************* & Sports upholds policies and procedures intended to protect consumers against banking fraud. In this effort, all online casino operators have obligations to block suspicious transfers of funds through the use of online casino accounts. 

  This user complaint final resolve / solution is to "get $100 back" - noted on the original BBB complaint submission.

  This request was honored in the form of a $100 refund to the original payment method used by the registered user of this online ********************** account. 

   

   

• Initial Complaint

  Date:09/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22254396
  
  I am rejecting this response because:
  They were not only rude but took forever to respond. Kerrington is my husband he had my permission so it shouldnt have gotten closed anyway 
  Sincerely,
  
  Makyla/********** ****

  Business Response

  Date: 09/12/2024

  After further review, user ********** **** (oneceo ******** was found sharing devices with ****** **** (kylamonya *******) and utilizing a third party Apple Pay in the name of ****** **** and a third party debit card in the name of ****** ****. Due to this, the withdrawal for ********** **** was denied and finanicals / identification were requested on 9/1/2024. This was considered account sharing as all financials were in the name of ****** **** and not ********** ****. Due to account sharing, the withdrawal was cancelled and both accounts were suspended pending security review.
  
  After his account was suspended, Kerringotn did not upload documentation, and then proceeded to contact in on 12:55 PM on Saturday 9/7/2024 advising that all documentation has been uploaded. Typical document review times are between ***** hours per payments procedures. Due to high volume, documentation was reviewed on Monday when the account was reactivated / cards were refunded.
  
  In this case, procedures were followed, and the account was activated after 48 hours. Once the account was reactivated,withdrawals for both accounts were expedited immediately to the users accounts.

• Initial Complaint

  Date:08/15/2024

  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 8/14/2024 I was playing on the soaring eagle casino site aprox time to be 5:05 pm I hit a bonus on a game which I got 5 coins to equal ***** on the bonus aswell as 5 free spins I hit the button to activate the remaining of the bonus and it went black and said can not be validated! I messaged the casino support and said they cant do anything about it its the maker of the game bs thats what we play for on these sites to try to win money and crazy when you win something they will not let you take it some excuse also the ***** disappeared aswell I have proof of all this as I took screen shots I have filed a complaint, this is stealing hard earned money of us people that try to have fun and win money. You would think they would try to make it right with you if stuff like this occurs. As they say they can see all progress and every win and bet Ive played on this site and go there occasionally as I live in ************** no more! The family and I are done with this place I hope all you that read this take my advice and know if you win money but their site messes up they say its the makers fault and they will not do anything about it we will make our way up north for now and future.

  Business Response

  Date: 09/12/2024

  Unfortunately, this issue is tied to a slot game provider and we are relying on the support of AGS at this time. Eagle Casino & Sports Support team has contacted the game provider a couple times regarding this particular stuck round. This issue will be resolved once the game provider fixes the player round. Eagle Casino & Sports Support team will be reaching out to ******* to maintain communication on the status of this issue. 

• Initial Complaint

  Date:07/11/2023

  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 July 9th, 2023 I went to the Pitbull concert in ************** spent $360 in tickets and wasnt refunded. Soaring Eagle did not let any of the concert goers know ahead of time that ******* wasnt coming, made us sit through a concert from 6:00pm-11:00pm not telling us until the end that ******* wasnt coming. They rescheduled it to August 19th which is my friends and my college move in day so we cant attend. Soaring Eagle handled the situation very unprofessionally and I want some sort of reimbursement for the tickets because they are liable for the misinformation and miscommunication given to concert goers. Im also holding them liable due to the sole fact the venue was at soaring eagle.

• Initial Complaint

  Date:07/10/2023

  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.

  Soaring eagle sold tickets and allowed people to enter their casino and venue when they knew the performer (*******) was not coming. They started the show and purposely made the opener come out late to waste time and then had him play later until 10:20. They purposely did this so they could get their money back on drink sales and merchandise as well as gambling. They said at 10:20pm that the main act would not be coming and had a lousy slideshow up saying there was travel issues. Soaring eagle is not doing anything to help with refunds as well as has not posted any sort of public apology, neither has *******. I want a refund at the minimum and I want my money back from the merchandise and concessions I spent.