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:03/10/2025

  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.

  I deposited $1600 on my account under the email ******************** using my boyfriends debit card not knowing that wasnt aloud, they let me bet just fine, I won a total of $2200 equaling $3800 in today, but when it was time to withdraw my money they wouldnt let me, put my account on hold I couldnt do anything I contacted live support over 30 times they were no help at all you cant speak to a manager and they never have any answers for you, I eventually was given a an affidavit to fill out and get permission from my boyfriend that he gave me concent to use his card to make that initial deposit, we both filled out all of the information and yet again there was another problem they kept saying the signatures didnt match our ids which they 100 percent did no matter who I contacted I havent gotten any help I filled out that affidavit over 15 times and still the same answer they wernt even looking at our signatures and yet again customer support was no help at all this is ridiculous

  Business Response

  Date: 03/20/2025

  Dear Ms. ********** style="box-sizing: inherit; outline: none !important;">
  Thank you for taking the time to share your feedback regarding your experience with Hard Rock Bet.
  
  We sincerely apologize for the delay in reinstating your account and greatly appreciate your cooperation throughout the process. We are pleased to inform you that our team has completed their review, and your account is now active as of March 19, 2025.
  
  We truly value your patience and understanding and regret any inconvenience this situation may have caused.
  
  
  
  

• Initial Complaint

  Date:03/07/2025

  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.

  My fiance ****** ******* and I have used this app for betting on football games and such for over 6 months. He has recently lost his debit card and also hasnt yet gained access to his online account associated with that card in which we are working on that. Due to him losing the card he deposited his work earnings of $1380 to the app and wanted me to withdraw it so he could access his money and before anyone possibly whom found the card spend it. I attempted to withdraw the money from the app into my account and the app has suspended my access as well as rejected the withdraw. Ive attempted to get them to release the funds and they refuse. Ive even sent the documents theyve requested of me that I had access to and they still havent returned the funds. We desperately need this money for bills and get through life in general. All I want is the money back in total of $1380 that is rightfully his and per their policy rightfully the individuals should they deposit anything to the app. Please help.

  Business Response

  Date: 03/20/2025

  Dear Mr. ****************** you for taking the time to share your feedback regarding your Hard Rock Bet experience.

  We are pleased to inform you that the issue has been resolved. The amount of $1,380 has been refunded to the account associated with the original deposit on March 18, 2025. Please allow standard processing times for the funds to be reflected in the account.

  We appreciate your patience and understanding and apologize for any inconvenience this caused you.

• Initial Complaint

  Date:03/05/2025

  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.

  I deposited $3,000 yesterday and was unable to make a withdraw on those funds as account has been restricted. I was told i would receive an email to upload additional documents that are needed but nothing shows in the app and i still have not received an email link. My money is being held and not being able to be withdrawn or returned to me while Hard Rock also is not sending me the links over to get my account active. I am being penalized and money held for the lack of them sending me the communication of an email link to verify my account.

  Business Response

  Date: 03/05/2025

  Dear Mr.********:

  
  Thank you for taking the time to share your recent experience using Hard Rock Bet. We would like to sincerely apologize that you did not receive the link to upload your required documents but are happy to see that as of 3/5, the required documents have been uploaded and reviewed, bringing your account to an active status.

  
  We appreciate your patience and understanding and apologize for any inconvenience this caused you.
  

  
  

• Initial Complaint

  Date:03/03/2025

  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.

  I opened my account a while ago & had no issues using for a few months. Later last year I was suddenly unable to place bets & contacted support. I presumed, although it was never confirmed, this was due to a change in my circumstance (I now have an SSN rather than ITIN), so reprovided all my information/verification as requested & waited. Having chased several times (via the in-app chat) over the next few months with the same response (would be sorted within 8 hrs) I gave up trying. Just as an aside, this totally spoilt my enjoyment of the *** play-**************** as I was unable to join in some social betting competition with friends!!So I finally requested my funds be refunded to my bank & closed the account. The bank transfer failed & despite several emails to support I am now being TOTALLY ignored & they are still holding MY money!! I am also unable to reopen or log back into my account to action anything further or obtain the chat history showing the *************** make matters worse I have since opened another account with a different email address & this was verified within *********** am now being chased to start betting. Has to be the WORST customer service I have ever known, and seems they don't advertise a telephone number so that they can deliberately ignore if they choose!I also wonder whether it could even be classed as theft?

  Business Response

  Date: 03/14/2025

  Dear *** *****: 

  Thank you for taking the time to share your Hard Rock Bet feedback.

  We sincerely apologize that our team was unable to assist you in reactivating your original account in time, resulting in your inability to place ****** on the *** playoffs and the Super Bowl.

  Please be assured that we have closed the duplicate account you created, as no activity occurred on it. Additionally, since the information you provided was current, we have successfully reactivated your original account. Your balance of $42.86 is now available for withdrawal and your account is up to date and readily available for you to use.

  We apologize for the inconvenience and look forward to providing you with a seamless experience moving forward. 

  Customer Answer

  Date: 03/16/2025

   
  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,
  
  ***** *****

• Initial Complaint

  Date:03/02/2025

  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.

  They scammed me out of my money when I didnt place a bet

  Business Response

  Date: 03/12/2025

  Dear Ms. ******************** you for taking the time to share your feedback regarding your Hard Rock Bet experience. 
  
  As you previously discussed with our **************** team, we are unable to locate an account linked to the personal information you provided us with.  Unfortunately,  you will need to contact your banking institution and request to dispute the unauthorized transaction. 
  
  We apologize for the inconvenience.
  
  

• Initial Complaint

  Date:03/01/2025

  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.

  I was visiting ******* and downloaded the hard rock bet app to try it out. I made an account and verified my information before trying to make a deposit via ***** pay which was one of their featured options. I tried my debit card and it wasnt working so I added 100$ to my Apple cash card on my iPhone to try to deposit that method and it still didnt work which was later due to a restricted merchant transaction. I ended up connecting my bank account via plaid and was able to deposit that way. Shortly after I tried to log back in to check the status of my ****** and found out my account was suspended. I emailed the verification they ask for and they keep asking me for my card ending in a certain digit but this is not a physical card it is a secure account number attached to my device for my Apple cash balance. I keep explaining this to them and they just keep asking me for a picture of the card when I didnt even deposit with it as it kept failing. I won my ****** and have money stuck in my account which I can no longer access and communicating with them is very frustrating as they just asking for the same photo when I keep explaining thats not possible.

  Business Response

  Date: 03/12/2025

  Dear Mr. ***************** you for taking the time to share your feedback regarding your Hard Rock Bet experience. 
  
  We would like to sincerely apologize for the delay with reinstating your account. Please know, our team was working diligently to get your account up and running again however, we were waiting for the pending deposit to clear. As of 3/10 your account is active and we can confirm that you have had a successful withdrawal. 
  
  We apologize for the delay and appreciate your patience. 
  
  

  Customer Answer

  Date: 03/12/2025

   
  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,
  
  *** ***

• Initial Complaint

  Date:02/26/2025

  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 account has been locked and escalated for review for weeks now. It is clear that there is no review in process, and I have received the same automated email every time when inquiring about the potential status. This is super frustrating as I have over $3000 locked in the account, which Hard Rock is not letting me withdraw. At this point, I would just like to withdraw my funds and be done with Hard Rock. I have attached my account number below.

  Business Response

  Date: 03/04/2025

  Dear Mr. ************************** you for taking the time to share your recent experience using the Hard Rock Bet Platform. We would like to sincerely apologize that our review took longer than expected and appreciate your patience. 

  Please know, our Payments team has concluded their review, and your account is currently active as of 3/4/25. 
  

  We appreciate your patience and understanding and apologize for any inconvenience this caused you.
  

  
  

• Initial Complaint

  Date:02/26/2025

  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.

  Hello,I had been using a new sports betting account and saw ***** was a deposit option. My son used his Venmo to deposit money for me. After they told me this wasnt allowed I verified all of the info signed forms and was unsuspended. I created a Venmo and attempted to withdraw the money from the account and they banned my account with over $2700 with no reason just security risks when I have provided face scans ID and much more

  Customer Answer

  Date: 02/27/2025

  From: Katholic <********************************************************************************>
  Date: Wed, Feb 26, 2025 at 6:24 PM
  Subject: Re: You have a New Message from BBB Serving ***************** & the Caribbean Complaint #********
  To: Better Business Bureau <************************************************************************************************************>, ******************************************************************************************************** <********************************************************************************************************>
  

  
  
  Hello team, this issue has been resolved
  

• Initial Complaint

  Date:02/17/2025

  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.

  My account was hacked today and a ******** was spent with yall . I have never used yall or even have the app downloaded this happened while I was at work In ***** . This will be disputed through my bank but I would really appreciate if the purchase was reversed before its not pending anymore . My account was cleaned out please help

  Business Response

  Date: 02/18/2025

  Subject: Re: Your Better Business Bureau Complaint (ID **********
  Dear **** and the Better Business Bureau,
  Thank you for reaching out to us through the Better Business Bureau. We understand and respect your right to file a complaint, ****, and we appreciate you bringing this matter to our attention.
  My name is ***, and I'm a Supervisor of Escalations here at Hard Rock Bet. I've personally reviewed your case and have already forwarded all the details to our dedicated fraud team for immediate investigation. We want to assure you that we're taking this very seriously.
  We kindly request that you allow us 3-5 business days to thoroughly investigate and work towards a resolution. We'll be in touch with you directly via email as soon as we have an update.
  In the meantime, we strongly recommend that you also file a police report regarding this incident and contact your bank to alert them to the situation. Additionally, you might want to consider subscribing to a service or software that monitors your personal information and alerts you to any potential compromises or theft in the future.
  We sincerely apologize for the frustration and inconvenience this has caused you, ****. We understand how upsetting these situations can be, and we want to assure you that we're committed to doing everything we can to help resolve this for you as quickly as possible.
  Because we have received your complaint and are actively investigating it with our fraud team, we consider this Better Business Bureau matter to be currently resolved from our perspective, pending the outcome of the investigation. We'll keep you updated on our progress.
  Thank you for your patience and understanding as we work through this.
  Sincerely,

  Customer Answer

  Date: 02/28/2025

   
  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,
  
  **** ******

• Initial Complaint

  Date:02/16/2025

  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 have played with Hard Rock online for the better part of a year. I have played at the brick and mortor locations on and off for the last 20 years. I was gambling higher stakes than usual and went to withdraw my winnings of a little over $50,000. I started requesting withdrawals in small increments to my ******. After withdrawing around $10,000, my account was frozen and I was told I was no longer able to make withdrawals. The next morning I made two deposits totaling $8,000, and they had no problem taking the deposits from me. At the time, I assumed I would get my withdrawals because I had never had an issue before. Shortly after making the deposits, my account was completely Frozen. For the last 3 months I have complied with every one of the requests to verify my identity and my account. After sending them everything they have asked for, I was told that I violated terms of service and that my funds were being kept. I was owed a little over $40,000 and was told I would not be receiving it. This was not a windfall win, the $50,000 I was trying to withdraw was close to the amount I had deposited in the two days prior. So it wasn't really winnings at all, it was essentially still my $50,000. I did emails back and forth for 3 months and not a single email ever had a person's name on it or a phone number I could contact someone at. The emails were always signed by a department not an individual. I verified my ID I sent them all of my bank statements to verify who I was. And now they have basically stolen all this money for me. When they froze my account I had $41,000 in pending ****** withdrawals. I have asked them how could they stop processing withdrawals but accept my deposits. It gets even better, the winnings were sent to me on my W-2 tax forms. So now I'm responsible for paying the taxes on the winnings from the casino, however they will not give me my winnings

  Customer Answer

  Date: 02/16/2025

  I have dozens of emails and pictures of supporting documents, it's only allowing me to upload 5

  Business Response

  Date: 04/01/2025

  Dear Mr. ******************** you kindly for sharing your feedback regarding your experience with Hard Rock Bet.
  
  We apologize sincerely for the inconveniences caused by the closure of your Hard Rock Bet account. Please note that the difficult decision made is in accordance with the published Terms & Conditions as available on our website. Terms & Conditions are agreed to upon account creation and are clearly displayed during the process.
  
  We deeply appreciate your patience and understanding during this time and apologize for any inconvenience this may have caused.