ComplaintsforXpressbet, LLC

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have $255.60 in my account. I am attempting to withdraw my money and they are holding it hostage. I deposited $6 on 6/8, after calling them, from my bank account in order to withdraw. They claim that I used a credit card and they cannot refund on a credit card. I sent them a screenshot of the withdrawl and they still refuse to release my funds. I need my money.

  Business response

  06/26/2023

  
  The customer wanted her balance withdrawn back to her bank account. She attempted to make a deposit with her checking account back on 6/07 so she could withdraw back to it but the deposit she made, returned because the bank replied, "No Account/Unable to Locate"   This is why she was asked to send in a voided check or bank statement so we could get the ACH numbers corrected. She also uses a card to deposit as well, but we can't withdraw back to a card. She didn't want to send her bank statement to us and didn't like that the only option she had left to withdraw her money right away, was by check.  The full balance has been available for withdrawal on her account since June 11th. She did log in online yesterday and requested a check by mail of her full balance.

  We need to make sure that funds clear a customer's bank account before they can withdraw said funds.   
  
  

  
  

• Initial Complaint

  05/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company charged a $5 service fee on a $20 transaction without a clear disclosure. I had no idea it was being charged until after my deposit. They offered a promotion of a refund for your bet if your win wager on win wagers if your horse finished 2nd or 3rd on Kentucky Derby race day. I made a wager of $6 and they refuse to honor the refund because I didn’t follow the fine print of going to the promotion page and opting in. Marketing and disclosures are very misleading.

  Business response

  05/11/2023

  On 5/6 *** ******** contacted the Xpressbet call center via our chat system. *** ******** was advised he did not register for the promotion which is why he didn't receive the $6. *** ******** asked if the customer service agent could register him for the promotion after the promotion was closed.  *** ******** was told that the promotion had already run, and in the future, he needed to register for promotions prior to placing the wager.

  Customer response

  05/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Misleading advertising and lack of fee disclosures. They have lost a customer for life over $6 and I look forward to amplifying my disappointment online. 
  
  Regards,
  
  *** ********

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2022-DEC-28. Wagering Gulfstream via XpressBet Mobile (LIVE Standard Definition), Apple iPhone 13 Pro Max. Race 1, wagered as horses approached gate with track commentator requesting wagers per usual since November. Race 2. Race 3. Race 4, attempted TWO Horse No. 3 Wagers - Received bizarre Race Closed Message well ahead of horses finishing loading or starting; ample time to Cancel or place differing wagers. I finish wagering on Win, so Race 4 would be my day's final. I immediately contacted Customer Service. I explained technology must have errored. Told track’s closure time is honored regardless of when. I requested time, it was not provided as they wait on Equibase. Later claimed closure at exact time I wagered (1:44 PM) which is False as I understand as veteran player and LIVE video/timing. Told to test connection! I made it clear it was not my connection as video was not interrupted once as I was on stationary 5G Internet Connection with Great Signal. No pauses/hiccups in video or sound quality. I loaded video LIVE for each race, no delay should have accumulated over time even on worst connection. I performed three (3) Speed Tests per Representative’s request and more via Fast.com: 180MBs, 260MBs, 60MBs, 180MBs, 230MBs. As I have known for years: “For standard definition (SD) streaming you'll need at least an average speed of 3Mbps, for HD 5-8Mbps and for 4K UHD you'll need 25Mbps minimum, but we recommend a connection of 50Mbps to cover all scenarios (live 4K broadcasts require more speed, for example)” (cable.co.uk). Representative stated 100MBs+, AND +/-5MBs between each test *eye-roll*. It is NOT difficult provided XpressBet’s experience, stagnant technical suite, and proven alternative timing solutions to provide reliable digital by the second timing countdown in collaboration with tracks in this day-and-age. 1/ST XpressBet's technology and service is underwhelming, inconsistent, and liability for consumers in current format. Will screen record all wagers.

  Business response

  01/09/2023

  Xpressbet's VP, Operations responded to *** ******* complaint via email on January 3, 2023. (We have noted that his preferred method of contact is email)    We have not heard back as yet.     Below is the email sent to *** *****

  
  
  ***** *******
  I was reviewing your account in regards to some recent issues with latency on our live video. 
  
  You are probably aware of this but just in case I figured I would review.  On a Desktop computer you may see around 2-5 seconds of latency from the live event, this can get longer if you leave the stream open for a long period of time.  On an Apple mobile device this latency can be even greater sometimes upwards of 15-20 seconds due to the HLS protocol.
  
  I’d love if all races started on time or if the MTP was indicative of when a race would start but drag is unfortunately very much a thing in racing to encourage wagering.  If you place your wagers by 1 MTP you should find that you never get shutout of wagering on a particular race.
  
  I can’t share a ton of details, but we’re actively working on implementing our own streaming service for our tracks and eventually others.  One of the number one items driving this is the need for lower latency video.  Currently us and all of our competitors use the same streaming provider which doesn’t encourage a ton of innovation from them.  Your streaming experience should be the same regardless of platform.  Also while not yet common in the US we work with operators internationally that support in-running wagering and having upwards of 20 seconds of latency make in-running wagering not practical. 
  
  As a goodwill gesture I’ve credited your account with $50 in recognition of your troubles and also your value as a longstanding customer.  I’m happy to discuss this with you further if you would like.
  
  Thank you,
  
  Matt

• Initial Complaint

  12/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Have 5 checks coming! After 3 phone calls have not received anything

  Business response

  01/03/2023

  After reviewing *** ******* account, it seems that he had requested a few withdrawal checks via regular mail and didn't want to wait long to receive them. One check was still sent out USPS, but the other two withdrawal check requests were cancelled and then requested as one check to be sent via FedEx. The withdrawal check sent FedEx for $960 was processed/mailed out on 12/22/2022 and shows it was delivered to him on 12/23. He does still have a check that was mailed out on 12/19 via regular mail for $692.  If *** ***** has further questions, please contact customer service.  

  Customer response

  01/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  

  Yes close and it is resolved! Thank you so much 

   

  Regards,
  
  ***** *****

• Initial Complaint

  08/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint has to do with Xpressbet. A horse wagering ADW. I'm a longtime and loyal user of Xpressbet and have had good experiences with them until this past week. I got an email from them on August 18th, 2022. They sent me an invitation for a rebate where for every bet you made from August 19th-August 21 Xpressbet would give you 10% of the money you bet back to you up to a maximum return of $500.00. In order to get the maximum return of $500.00 back you were required to bet at least $2,000 over the course of those three days. In order to get the maximum rebate back I bet just over the required $2,000. On the following Monday I saw where my account had been funded $100. I called Xpressbet and a Customer Service Rep looked up my account and told me I would get the remaining $400 later in the week. The next day on Tuesday I looked again at my account and had an additional $113 put in. I waited until Thursday waiting for the remainder and when it wasn't there I called Customer Service again. I was assured by the end of the day that I would get the remaining $287. Later on Thursday August 25 I got a call from Xpressbet and was told that I would not get the remainder of my rebate. The lady that called me said that the marketing department had sent out an inaccurate email and that I had already got my rebate of $213 and I wouldn't be receiving any additional. I have a real problem with this for several reasons: 1. The email regarding the rebate was sent to me proclaiming if you bet $2,000 or more they would put $500 in my account. That didn't happen. Their reason was that the Marketing Department had made a mistake. I don't see where that's my problem. I played by their rules. 2. I'm a loyal customer. Been with them for many years and I'm in the Diamond Club which is the highest level you can achieve. Diamond Club is based on how much you wager. 3. I bet more than I would have in order to meet rebate criteria. 4. Seems like Bait & Switch. 5. Legal?

  Business response

  08/31/2022

  Xpressbet apologizes for the typo in the email associated with the promotional offer that affected *** *******  A corrected email was sent shortly after the first email that included the correct T&Cs.  Since *** ****** is a valued customer, Xpressbet has credited his account $287.  I hope this will satisfy *** ******'s concerns.   

• Initial Complaint

  02/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Closed my account and kept over $200 of my money. Unable to login to my account now!

  Business response

  02/22/2022

  Xpressbet has replaced the funds in the account and we are trying to reach the customer for instructions on wagering or withdrawing the funds.   
  

• Initial Complaint

  09/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/28/2021, 2 charges hit my bank account for $405 each. The charge was from "Xpressbet account washington", I have never had an account for any kind of gambling ever. Clearly fraudulent. This is absolutely unacceptable. The charges are still pending as of today, but that hasn't stopped my family from being impacted by the removal of these funds. My complaint today is looking to ensure that 2 things happen: That Xpressbets cancels the fraudulants charges immediately. I cannot, as they are pending, and my banks policy is to allow them to transact before I can dispute. That others are fully aware that Xpressbets has a poor security protocol at best, and is willing to do business with criminals at worst.

  Business response

  10/05/2021

  Representatives from Xpressbet contacted *** ******** to obtain the credit card information in question.  The account and credit card that was used for the deposits has been deactivated in Xpressbet’s system.  *** ******** has been advised to contact his bank to dispute the fraudulent charges.   We will assist *** ******** upon request throughout this process until he has been made whole.  
  

• Initial Complaint

  08/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I won 535 dollars july 29th 2021 .Xpressbet said they mailed a check on August 3rd .I still haven't received it.Im getting the run around.

  Business response

  08/26/2021

  Xpressbet tried to reach ***** at the number provided on August 16,17,18 & 19.  There was no response to our calls.  The check cleared the bank August 23rd.  Xpressbet considers this issue resolved.  

• Initial Complaint

  06/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited Santa Anita Park on Sunday, 5/16/21, downloaded the 1/ST Bet app & funded my account with $50. I won approximately $193. I tried to withdraw the funds immediately & was unable to withdraw the full amount as the initial $50 that I funded the account with had not cleared my bank yet. I waited several days & requested the withdrawal to the same bank account that I used to originally fund my 1/ST Bet/xpressbet account. I realized weeks later that I had not received the funds in my bank account so tried to log onto the app to check my account & it was locked. I contacted customer service & was told I would need to send verification documents (driver's license and Social Security card), which I did. They said they would not unlock my account & I would not receive the payout because my bank returned the payment. My bank confirmed they DID NOT return the payment, it appears xpressbet waited & did not collect the $50 in a timely manner so it fell out of pending status on their end.

  Business response

  07/06/2021

  A representative from Xpressbet spoke with this customer on Saturday.  The representative returned the missing withdrawal to the account, collected the $50 return and then processed a withdrawal check for $143.13.  Afterwards he locked the account at the request of the customer.  The customer will receive their winnings in a week or two when the checks arrives.

*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. ↩