Complaints

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:04/22/2025

  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 did a ACH cash withdrawal on 4/2/25 for $890. I didnt receive it in 3 days so I called Caesar on 4/6/25 to check status. The lady I spoke to said it was approved and then verified the last four of the bank account number. I told the lady that it was sent to the wrong bank account ( I closed that account in 11/2024. She stated that since it was sent to the wrong account then the bank would have to send it back to Caesars then I would be able to withdraw it in the right account. From 4/6 up until yesterday I have gotten nothing but the run around stating that my funds was not sent from the bank, someone will contact me back, someone will escalate the matter, rudeness and ignorance. I finally decided to call my old back again today 4/21 and they stated that the funds was been sent back on 4/3 and gave me a trace#***************. I called ****** back after the bank call to update them and the *** said she will have someone contact me back. So I insisted on speaking to a manager or supervisor. The *** stated someone will call me back in ***** minutes but never did. I called again today around 4-5pm est time and spoke to another *** who claimed the manager called me but couldnt reach me( that was a lie because my phone doesnt have any missed calls). She put in another order or request for the manager to call me about my dilemma. I finally got a call from a ************ number with a person claiming they was a supervisor. They was so rude and ignorant on the phone and when I tried to explain my dilemma she hung up in my ear. Problem still not solved and everyone acts like they know nothing about my payment being released in my account so I can withdraw it to the right bank account/card.

  Business Response

  Date: 06/02/2025

  Hello,

  We appreciate you taking the time to write and bring these concerns to our attention. In order to better assist with your inquiry, we have forwarded a copy of your concerns to our sportsbook team for further assistance. In the meantime, please let us know if we can assist you with anything further.

  Kind regards,

  ********

• Initial Complaint

  Date:04/21/2025

  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 April 18th, 2025 I submitted a withdrawal for ********* from my caesars digital account.Two days later, I received an email saying my account was suspended. After reaching out to support, I was given no details as to why, or when I would receive my funds. at 5:39 PM on April 20th, I received an email saying my withdrawal was declined. After reaching out to support again I was told that my account was permanently closed due to a business decision but gave me no information as to how I would receive my funds.I am absolutely perplexed that caesars would treat its customers like this after winning. I still have not been given information on what would happen to my funds or how I would receive them. They have effectively closed my accounts and taken my funds.

  Business Response

  Date: 06/02/2025

  Hello,

  We appreciate you taking the time to write and bring these concerns to our attention. In order to better assist with your inquiry, we have forwarded a copy of your concerns to our sportsbook team for further assistance. In the meantime, please let us know if we can assist you with anything further.

  Kind regards,

• Initial Complaint

  Date:04/21/2025

  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 am writing to formally express my frustration and disappointment regarding the delay in processing my $480 withdrawal. According to your stated policy, withdrawals are to be processed within 1 to 24 hours. It has now been over *******************************************************************I have contacted your support team more than 10 times seeking assistance, but I have yet to receive a meaningful response or resolution. It is unacceptable that Caesars Sportsbook is able to instantly take deposits but fails to uphold its own withdrawal timelines when it comes to paying out winnings.I expect my $480 to be processed immediately, and I also request a clear explanation for the delay. If this issue is not resolved promptly, I will have no choice but to escalate this matter further, including filing complaints with the relevant gaming authorities and consumer protection agencies.

  Business Response

  Date: 06/02/2025

  Hello,

  We appreciate you taking the time to write and bring these concerns to our attention. In order to better assist with your inquiry, we have forwarded a copy of your concerns to our sportsbook team for further assistance. In the meantime, please let us know if we can assist you with anything further.

  Kind regards,

• Initial Complaint

  Date:04/21/2025

  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 deposited 10 bucks and they took it out twice they said they can't give me a refund told me I should have checked the amount that was on my ceazers account and they said since it was my money that I played with they won't refund me I never authorized 20 to come out of my account i authorized 10 and they made it seem like its no big deal they took ot without my consent my receipt says 10 I have no other email receipts I feel like this is theft and they act like its no big deal I wonder how many other times this happened now i want compensation from them and this is wrong of them

  Business Response

  Date: 06/02/2025

  Hello,

  We appreciate you taking the time to write and bring these concerns to our attention. In order to better assist with your inquiry, we have forwarded a copy of your concerns to our sportsbook team for further assistance. In the meantime, please let us know if we can assist you with anything further.

  Kind regards,

• Initial Complaint

  Date:04/15/2025

  Type:Product 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 have a cash balance of $259 and have no way to withdraw it ! I do not even have the option to select what card I want it to go on or the amount I want. I know they do this kind of **** hoping people will just play the money instead of withdrawing it. That is bad business and I will be alerting any and everyone what bad business Ceasars does. No wonder they only have 100 thousand downloads and other betting apps are in the millions. Ceasars needs to be shut down or they need to find a new person to run it. Whoever is now is just running them in the ground by making withdraw so complicated. Losing so much business that way. I just want my money and my account closed. They will never get my business again. Such a shame.

• Initial Complaint

  Date:04/15/2025

  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.

  My Caesars Rewards Credit Card from Comenity comes w a yearly agreement that is fulfilled through Caesars Interactive Entertainment. if I spent $5000 in costs I get 5000 tier credits applied to my Caesars Rewards account.I have tried to call the Caesars credit card about the matter to verify when I reached 5k$ in spending and it has been at least 2 months.I have tried to call the Caesars Rewards line and get a run around. I have had this "orange barrel " issue several times in the last 3 years. i tried even going to a local caesars rewards desk and spoke to a supervisor who gave me a run around referring me back to comenity which I knew to be bad advice because comenity **** told me they don't handle that caesars rewards does. All the female supervisor could do was send "an internal email " to her boss who would do in her words " I don't know. " Refused to cc me or my spouse on the matter. This company is very happy to take monies then offset valid compensations for months. I would make their Diamond status w this valid tier credit I am waiting for. That would have afforded be entry potential into compensated hotel 2 day stay at ************** that occurred last weekend and other "perks" "benefits. " I humbly just am asking for the Comenity liaison and caesars rewards to contact each other so left hand and right hand get me the valid 5000 tier credits that I earned by complying w the conditions of my credit card. Thank you I am happy to furnish member numbers and any other information needed. Thank you

  Business Response

  Date: 04/15/2025

  Hello, member has been corresponding with us through our website, please consider this closed. 

  Business Response

  Date: 04/16/2025

  Date Sent: 4/15/2025 5:34:49 PM
  Hello, member has been corresponding with us through our website, please consider this closed. 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23205616
  I ask you not to close this matter.
  I am rejecting this response because: it mischaracterizes the situation. Efforts on phone and in person before  and after an attempt without any success to get a result were made as delineated in original document. 

  Looking at my statements I met criteria for the points over two months ago. Respondent had made no effort to connect with Comenity to do a basic verification m instead is using delay and diversionary manners. I made criteria for third earlier than I thought when I contacted the website I was met with a rude ***** ***ly. Please verify my claim and apply the points as are appropriate for 5000tier pts thank you 

  It is reasonable for the Caesars *** to connect with a comenity liason and confirm the issue and  get it done in a more timely manner . If BBB needs anything else clarified I'm happy to oblige thank you  

   

   

  
  Sincerely,
  
  ****** Benz

  Business Response

  Date: 04/17/2025

  Hello again, we are working with this customer internally, thank you. 

• 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.

  : Urgent Request for Reimbursement - Unauthorized Transactions on Caesars Casino Account To Whom It May Concern,This letter serves as a formal request for the reimbursement of $7,000, which was lost through unauthorized transactions on my Caesars Casino account. I believe this loss resulted from my brother, [**** ***** ], accessing and using my account without my permission.On [04/11/2025], I discovered that significant funds had been depleted from my linked bank account via transactions made on my Caesars Casino account. I have confirmed that I did not authorize these transactions. My brother, has admitted to accessing my phone and using my Caesars Casino account to ****** without my knowledge or consent.I have made multiple attempts to contact Caesars Casino customer support regarding this issue. On [04/11/25], [phone and email I reached out to explain the situation and request assistance. To date, I have not received a satisfactory response or resolution. In fact, I have received no response at all, despite multiple follow-ups.I possess the following supporting evidence: * * [If applicable, mention any bank statements showing the unauthorized transactions. e.g., Bank statements clearly indicating the $7,000 in unauthorized debits to Caesars Casino.]I have a text showing that he spent the money I understand that Caesars Casino has policies regarding account security. However, I believe that the circumstances surrounding this incident warrant a full investigation and a complete reimbursement of the $7,000 lost. I was the victim of theft, and Caesars Casino profited from that theft.I urge you to take immediate action to resolve this matter. I request a detailed explanation of the investigation process and a timeline for reimbursement. If I do not receive a satisfactory response within business days, I will be forced to pursue further legal action.Thank you for your prompt attention to this urgent matter.Sincerely,****** *****

  Customer Answer

  Date: 04/14/2025

  This is proof I provided to Cesars proving that my brother used my account fraudulently 

  Business Response

  Date: 06/02/2025

  Hello,

  We appreciate you taking the time to write and bring these concerns to our attention. In order to better assist with your inquiry, we have forwarded a copy of your concerns to our sportsbook team for further assistance. In the meantime, please let us know if we can assist you with anything further.

  Kind regards,

  ********

• Initial Complaint

  Date:04/10/2025

  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.

  On April 9, 2024 I hit the wheel bonus on StraighCash. I spun the wheel and won the Grand Jackpot which is supposed to payout ***** times the wager. I was betting $1.00 and received $15.00 for my Grand Jackpot. I'm not a mathematician but I'm pretty sure that's not ***** times the wager. I contacted customer support by live chat and by email and they don't have a resolution. I have the screenshots and the transaction history. It is plain to see that the game didn't payout what it was supposed to but they won't credit my account or give me the money. I just want the money that I won.

  Customer Answer

  Date: 04/25/2025

  Ceasars contacted my via a telephone call, and stated that they had contacted the maker of the game StraightCash and the maker, *** said that the round was correct. I don't know what they are trying to pull but I am contacting the *************************** about Ceasars and RBG gaming. Anyone who looks at the details of the round can clearly see there was a mistake, a big one. I think my history may have been tampered with since it's not showing complete details of the round. They also said my app isn't up to date on the latest version and that's why it didn't pay  well if that were true they are admitting there was a mistake made and that it is my fault, not that the payout is correct as originally indicated by them. 

• Initial Complaint

  Date:03/28/2025

  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.

  A withdrawl was made and was not credited to my account. This is not the first time that we have had this issue. We have had several completed ones since, yet money from a prior is still missing. **************** has not been helpful ever. They state that they will email us a case number when they "escalate" the issue, however we never recieve any emails, as none are sent. We were now told via phone to give a bank statement that will come next month. Why must we wait an entire month to prove that we did not recieve the withdrawn funds? This should be an issue which can be tracked immediately. We were just told that ******* service does not keep a record of complaint reference numbers, so now we filed a complaint to get reference number history. This seems ridiculous and just silly.

  Business Response

  Date: 06/02/2025

  Hello.

  We appreciate you taking the time to write and bring these concerns to our attention. In order to better assist with your inquiry, we have forwarded a copy of your concerns to our sportsbook team for further assistance. In the meantime, please let us know if we can assist you with anything further.

  Kind regards,

  ********

• Initial Complaint

  Date:03/24/2025

  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.

  So I made a dispute to this company because my account was wiped out and using these apps I thought It was because someone stole my work phone its been about a month with no updates but I just found out from my step daughter who is a child with some cognitive and speech delays that she witnessed a lot of kids in her school gambling on there parents apps and their parents letting them do so that she went onto my app and did all these deposits and gambling on it because she didnt understand fully what she was doing but that it looked fun and she was able to because ei do have her set up for Face ID on my phone because its how she communicates and I made your customer service *** know what happened they want me to file a police ***ort on a mentally disabled child and also admitted knowing that minors ****** on here I believe that you guys and all the other place need to be shut down because of this smh that is not right I want my money back or I will hire a lawyer and make a complaint to the gaming board because they dont play in ******** and will have this on the news fast as heck my neighbor actually works for our governor and has helped me before with other issues I know he would be glad to know that you guys knows minors are gambling on your apps smh