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Business Profile

Interactive Media

Penn Entertainment, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Interactive Media.

Complaints

This profile includes complaints for Penn Entertainment, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Penn Entertainment, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 171 total complaints in the last 3 years.
    • 29 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/31/2022

      Type:Product Issues
      Status:
      Answered
      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 was given an offer thru mychoice in regards to barstool app. I as well as a few friends did what was asked to simply download app barstool and register and then 50 my cash be added to mychoice account. However on the promo offer I have proof first didn't indicate you needed to add a promo code when you register and once you register you can't add it. So next day get same offer but it's saying must download app register and add promo code OHEARLY. Which wasn't in the first offer anywhere. Well I tried to do the chats for multiple days in row them saying they can't add promo either then saying escalate it to someone who might be able to. Days go by no info so I send an email. Explaining. I get a confirmation email back that they received my complaint. Yet no email or resolving it. So I chat again and they say they were still working on it. And they would escalate it again mind you each time they are insuring me it will be handled in 72 hours. Still nothing week later. I ask to speak to a manager or someone higher up in chat they literally told me there ***** that I can speak to give them few more days. So ask to escalate again. Then they sent me a link to request a call back cause all numbers on ****** for them can't be correct I called it goes straight to voice-mail nothing indicate this is corporate of barstool app. Well days later no call back either nor any reply from the voice-mail left at so called corporate numbers if you ****** barstool app corporate number. This is very unprofessional. They chat people are very rude you can not be done talking and they end the chat. And I'm not the only one my best friend is experiencing the same thing.

      Business Response

      Date: 11/04/2022

      See Attachment. 

    • Initial Complaint

      Date:10/31/2022

      Type:Product Issues
      Status:
      Answered
      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 downloaded the app and deposited $20. I decided to change my withdrawal account. I submitted the documentation requested. Several times I uploaded my Id my bank card. The top of my statements. I won $70 and $130 And they are holding my funds and keep requesting more personal information.

    • Initial Complaint

      Date:10/31/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 casino app states instant withdraw of funds. I gambled and wanted to cash out $2700. Its been three days of asking what is happening. They keep saying it will be resolved as soon as possible and than they end the conversation. Today the suspended my account and the only response I get is someone will reach out to me. My username is Noochie45. And the last conversation had a request #*******.

      Business Response

      Date: 11/04/2022

      See Attachment. 

    • Initial Complaint

      Date:10/31/2022

      Type:Product Issues
      Status:
      Resolved
      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 have determined that my complaint has NOT been resolved because:

      The response from the company acknowledged my complaint and simply repeated what I had already stated. They made no attempt to fix the issue. I already know that the customer rep said I did not qualify for the deposit match. The issue is that up until a random point in time I was being eligible for the matches.  Then they randomly stop after spending a large amount of money over a couple days is the issue. The rep who issued the last deposit match should have stated, this is the last time we can match so that I would have adjusted my play. It's dishonest that the rep would have known this and waited until I spent more money before telling me of this change.

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 10/24/2022

      Please see attached.

      Customer Answer

      Date: 10/31/2022

      Over the last month, as part of VIP, I was receiving deposit matches on my account. Randomly without any notice after spending a large amount of money, I was told that they could suddenly not match ***********. There was never any indication of an end date for this deposit match and at the very least a notice should have been made that after X date the match would stop, so I could adjust my playing accordingly. Instead I played expecting a match and for the company to randomly stop after I spent the money is kind of disturbing.

    • Initial Complaint

      Date:10/31/2022

      Type:Billing Issues
      Status:
      Answered
      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 $3,000 into my account on the Barstool Sportsbook app and around a week later, I tried withdrawing $495 from my account. Barstool then suspended my account because I did not make enough bets before attempting to withdraw the money, despite the fact that I have collectively lost over $1,000 on their sportsbook. In order to reinstate my account, the Barstool team wanted me to acknowledge that I understand their policies, to which I responded with my acknowledgement and also followed up several times thereafter. The customer service team stopped responding to me and never reinstated my account despite my numerous messages and accusations of what appears like theft to me. I tried disputed the $3,000 of charges with my credit card company, but Barstool fought the dispute requests. I would like my $3,000 returned to me or I will need to file a complaint with the Virginia Lottery Gaming ************************************* since I believe Barstool's actions to be considered fraud.

    Penn Entertainment, Inc. is NOT a BBB Accredited Business.

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