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:02/12/2025

  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 am submitting this complaint in an effort to resolve a dispute amicably rather than pursuing legal action. I am formally requesting a refund of $250 for two bets I placed on February 9, ******* is my understanding that your platform allows bets to be "cashed out early" before the conclusion of a sporting event. However, due to technical issues with the ******************* app, I was unable to utilize this feature. At the time, the app displayed an option to cash out early, yet upon selecting it, I encountered an error that prevented me from recovering a portion of my funds. As a result, I was forced to let both bets expire worthless.This practice is highly unethical and appears to be a deceptive business tactic, potentially violating multiple Florida laws, including the Florida Deceptive and Unfair Trade Practices Act (FDUTPA). I have attached a screenshot demonstrating the issue, specifically for my $50 bet, where the app initially offered an early cash-out of $40 but then produced an error, preventing the transaction. The same issue occurred with my $200 bet.This is not the first time I have experienced this problem. Similar incidents occurred with bets I placed last year. While I am willing to overlook those past instances, I expect a resolution for the bets placed on February 9, 2025.Therefore, I am demanding a full refund of $250. If this matter is not resolved amicably, I will be left with no choice but to pursue legal action, at which point I will also include the unresolved issues from my previous bets.I look forward to your prompt response and a fair resolution.HardRock can lookup my account via the phone number I have included in this complaint. Alternatively, the email linked to my HardRock account is ******************** Attached herein is a screenshot evidencing the issue. It clearly shows an "early cash out" button. I clicked it. But then, as clearly indicated, it displayed a message in red font stating "cash out failed, try later".

  Business Response

  Date: 02/13/2025

  Dear ******,
  Thank you for contacting us, and we also appreciate the Better Business Bureau forwarding your complaint. We understand your frustration regarding the cash-out feature and the outcome of your bets placed on February 9, 2025, totaling $250, specifically your $50 bet where the app initially offered a $40 cash-out and your $200 bet where a similar issue occurred. You mentioned experiencing similar issues last year, though you wish to focus on the February 9th incidents for this complaint. We want to address your concerns directly and clarify our policies regarding cash-out functionality.
  We acknowledge and respect your decision to file a complaint with the BBB, and we understand your desire to resolve this amicably. We take all feedback seriously and strive to ensure every customer understands how our cash-out feature operates within the established Terms and Conditions and Public House Rules. These rules, which you acknowledged upon creating your account, are designed to maintain fair play and manage the dynamic and unpredictable nature of sports betting.
  As clearly outlined in our published Terms and Conditions and Public House Rules, the cash-out option is not guaranteed and its availability can fluctuate significantly. This is due to a variety of real-time factors, including, but not limited to:
  Fluctuating Odds: Changes in odds, even minor ones, can impact the cash-out offer.
  Game Status: The availability of cash-out can change depending on the stage of the game (e.g., near the start, in progress, near the end). Cash-out might be temporarily or permanently suspended during critical moments of a match.
  Market/Event Restrictions: Specific bet types or events may have restrictions on cash-out availability.
  Technical Considerations: System updates, maintenance, or unforeseen technical issues, including app errors like the one you described, can temporarily affect the cash-out feature.
  Risk Management: In certain circumstances, our risk management team may limit or suspend cash-out availability for specific users or bets.
  We understand your disappointment that the cash-out feature was unavailable when you attempted to use it on February 9th, and we sincerely regret any frustration this caused. We also acknowledge your frustration with the ultimate outcome of your bets. While you have provided a screenshot indicating a "cash out failed" message, as explicitly stated in our Terms and Conditions, we are not obligated to refund losses incurred due to the unavailability of the cash-out feature, including those caused by technical issues. The cash-out feature is offered as an additional option, not a guaranteed right.
  To reiterate, the cash-out feature allows players to settle a bet before its natural conclusion, often for a reduced payout compared to the potential full win. This offers some control over potential wins and losses. However, this feature is inherently dependent on the real-time factors mentioned above and, therefore, cannot be guaranteed. While we do offer a 100% cash-out in specific circumstances, such as when a bet is voided due to technical issues on our end that prevent the bet from being settled fairly, this does not apply to the general availability of the cash-out option itself. Intermittent app errors, while unfortunate, do not constitute a voided bet scenario.
  For your convenience, we have included the relevant sections from our House Rules regarding cash-outs:
  From our Public House Rules - Section 7. Cash Outs:
  7.1 Seminole Gaming reserves the right to amend, suspend, or remove Cash Out availability at any time, on any market, or to any
  7.2 In the event of an error in the odds, the affected selection(s) may not be Cashed Out. If Cash Out has been accepted in error, then the patron account balance will be adjusted to rectify the error.
  7.3 If further attempts are made to place bets or cash out on markets
  We believe that your complaint, while understandable given your frustration, does not represent a violation of our stated Terms and Conditions or House Rules. We are committed to transparency and want to ensure you have a complete understanding of our policies. Therefore, we strongly encourage you to thoroughly review our House Rules before placing any future bets. Understanding these rules can help minimize frustration and prevent misunderstandings. You can find the complete House Rules here: ****************************************
  If, after reviewing the House Rules, you have further questions or wish to discuss this matter in more detail, please do not hesitate to contact our customer support team Our team is available 24/7 and will be happy to assist you and answer any remaining questions. We have noted your account information (phone number and email address: [email address removed]) for easier reference.
  Sincerely,

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22933718
  
  I am rejecting this response because: I will be filing a lawsuit. Hard Rock's representative reading of the terms is flawed and he/she clearly is trying to muddy the issue and obfuscate. To be clear, the app never said that the cash out was suspended or amended or whatever. The cash out button was clearly available. The app refused to to process the cash out. This is clear as day break. There was no footnote stating the market was suspended or that cash out was unavailable. The cash out button was conspicuously available. From my lips to God's ears, I will be filing a lawsuit. Thank you for you non-response. 
  
  Sincerely,
  
  ****** Gallon

  Business Response

  Date: 02/21/2025

  Dear ******,
  Thank you for contacting us, and we appreciate the Better Business Bureau forwarding your complaint. We understand your frustration regarding the cash-out feature and the outcome of your bets placed on February 9, 2025, totaling $250, specifically your $50 bet where the app initially offered a $40 cash-out and your $200 bet where a similar issue occurred. You mentioned experiencing similar issues last year, though you wish to focus on the February 9th incidents for this complaint. We want to address your concerns directly and clarify our policies regarding cash-out functionality.
  We acknowledge and respect your decision to file a complaint with the BBB, and we understand your desire to resolve this amicably. We take all feedback seriously and strive to ensure every customer understands how our cash-out feature operates within the established Terms and Conditions and Public House Rules. These rules, which you acknowledged upon creating your account, are designed to maintain fair play and manage the dynamic and unpredictable nature of sports betting.
  As clearly outlined in our published Terms and Conditions and Public House Rules, the cash-out option is not guaranteed and its availability can fluctuate significantly. This is due to a variety of real-time factors, including, but not limited to:
  Fluctuating Odds: Changes in odds, even minor ones, can impact the cash-out offer.
  Game Status: The availability of cash-out can change depending on the stage of the game (e.g., near the start, in progress, near the end). Cash-out might be temporarily or permanently suspended during critical moments of a match.
  Market/Event Restrictions: Specific bet types or events may have restrictions on cash-out availability.
  Technical Considerations: System updates, maintenance, or unforeseen technical issues, including app errors like the one you described, can temporarily affect the cash-out feature.
  Risk Management: In certain circumstances, our risk management team may limit or suspend cash-out availability for specific users or bets.
  We understand your disappointment that the cash-out feature was unavailable when you attempted to use it on February 9th, and we sincerely regret any frustration this caused. We also acknowledge your frustration with the ultimate outcome of your bets. While you have provided a screenshot indicating a "cash out failed" message, as explicitly stated in our Terms and Conditions, we are not obligated to refund losses incurred due to the unavailability of the cash-out feature, including those caused by technical issues. The cash-out feature is offered as an additional option, not a guaranteed right.
  To reiterate, the cash-out feature allows players to settle a bet before its natural conclusion, often for a reduced payout compared to the potential full win. This offers some control over potential wins and losses. However, this feature is inherently dependent on the real-time factors mentioned above and, therefore, cannot be guaranteed. While we do offer a 100% cash-out in specific circumstances, such as when a bet is voided due to technical issues on our end that prevent the bet from being settled fairly, this does not apply to the general availability of the cash-out option itself. Intermittent app errors, while unfortunate, do not constitute a voided bet scenario.
  For your convenience, we have included the relevant sections from our House Rules regarding cash-outs:
  From our Public House Rules - Section 7. Cash Outs:
  7.1 Seminole Gaming reserves the right to amend, suspend, or remove Cash Out availability at any time, on any market, or to any
  7.2 In the event of an error in the odds, the affected selection(s) may not be Cashed Out. If Cash Out has been accepted in error, then the patron account balance will be adjusted to rectify the error.
  7.3 If further attempts are made to place bets or cash out on markets
  We believe that your complaint, while understandable given your frustration, does not represent a violation of our stated Terms and Conditions or House Rules. We are committed to transparency and want to ensure you have a complete understanding of our policies. Therefore, we strongly encourage you to thoroughly review our House Rules before placing any future bets. Understanding these rules can help minimize frustration and prevent misunderstandings. You can find the complete House Rules here: ****************************************
  We understand this may not be the response you were hoping for, ******, and we sincerely regret any disappointment this may cause. This decision regarding your cash-out request is final.
  If, after reviewing the House Rules, you have further questions or wish to discuss this matter in more detail, please do not hesitate to contact our customer support team. Our team is available 24/7 and will be happy to assist you and answer any remaining questions. We have noted your account information (phone number and email address: [email address removed]) for easier reference.
  Sincerely,

• Initial Complaint

  Date:02/09/2025

  Type:Sales and Advertising 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 are fixing games to steal people's money they have representatives on the sports leagues they are purposefully setting things up to influence the stats and play of games

  Business Response

  Date: 02/10/2025

  Dear Better Business Bureau,
  Thank you for forwarding this complaint from ***** to us. We respect ******* right to contact the Better Business Bureau. However, we believe this complaint is invalid as ***** has not once contacted Hard Rock Bet through any of our support channels (email, phone, or chat) to discuss the issues raised in their complaint.
  We are unable to find any record of ***** attempting to contact us before filing this complaint with the BBB. We believe that attempting to resolve the issue directly with us first would have been a more appropriate course of action. Had they done so, we would have been able to investigate the matter and attempt to find a resolution.
  Because we have no record of ***** contacting us and therefore no understanding of the specific issues they are facing, we respectfully request that this complaint be removed from our profile.
  We encourage ***** to reach out to our customer service team, which is available 24 hours a day, 7 days a week, via chat or email. We are ready and willing to assist them as soon as they make contact with us.
  Thank you for your time and consideration.

• Initial Complaint

  Date:02/09/2025

  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 file a formal complaint regarding an incomplete transaction that I attempted through the ******************************* app on February 9, 2025. The transaction amount was $350. Although I was initially informed by ********* customer service that the transaction did not go through, I have been advised by my bank that the payment was successfully processed and is currently reflected as a pending transaction in my account. This discrepancy has caused confusion and has not been addressed by the ************************ in a satisfactory manner.. The transaction was attempted solely through the **************** app, and not at the physical establishment. The app indicated that the transaction did not process; however, my bank confirms that the charge has been deducted from my account. Despite providing this information to Hard Rock, they have failed to acknowledge that the payment went through, and I have not been provided with a clear explanation or resolution. I have been repeatedly given the runaround, and Hard Rock has not issued the refund I am entitled to.I am requesting your assistance in investigating this matter, as I believe ************************ is failing to honor a completed transaction. I seek a full refund of the $350 that was charged, as it is clear from the bank statement that the payment was successfully processed on February 9, 2025.I am happy to provide any further documentation from my bank or the app to support my claim and resolve this issue promptly.Thank you for your attention to this matter, and I look forward to your prompt response.Sincerely, ****** *****

  Business Response

  Date: 02/10/2025

  Dear Better Business Bureau,
  Thank you for bringing this matter to our attention. We appreciate ******** right to contact the Better Business Bureau and express her concerns. We also appreciate the opportunity to address her complaint.
  We encourage ****** to contact our customer service center directly so we can work towards a resolution. To assist in our investigation, we have reviewed ******** transaction attempts on February 9th and have screenshots of all failed transactions. Our system does not show any successfully completed deposits to her account.
  ****** states her bank confirms the funds were withdrawn and are not pending. If this is the case, we will need further documentation to investigate. We will reach out to ****** directly to request a bank statement from her bank confirming the debit, so we can research this discrepancy thoroughly. Without this documentation, we are unable to reconcile the information.
  We apologize for any frustration ****** has experienced, and we want to assure the Better Business Bureau that we are committed to helping her resolve this issue. We are simply unable to locate any record of the deposit she is referencing at this time.
  Thank you for your time and attention to this matter.
  Sincerely,

  Business Response

  Date: 02/10/2025

  Dear Better Business Bureau,
  Thank you for forwarding this complaint to us. We appreciate you bringing this to our attention.
  We want to inform you that this complaint is the first time we have become aware of this issue. Our records indicate that the consumer has not contacted us through any of our support channels (chat, phone, or email) to address their concerns. Therefore, we have not yet had the opportunity to gather more information from the consumer or attempt to resolve the issue.
  While we respect the consumer's right to contact the Better Business Bureau, we believe it is generally more efficient and productive for consumers to first attempt to resolve issues directly with the business. This allows us to gather necessary details, investigate the situation thoroughly, and work towards a mutually agreeable solution.
  We are, of course, ready and willing to assist the consumer. We will attempt to reach out to them directly. In the meantime, we would appreciate it if you could also encourage the consumer to contact us so we can begin the process of addressing their concerns.
  Thank you for your assistance.

• Initial Complaint

  Date:02/09/2025

  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 created my account a few months ago with no issues. I deposited some money today to bet on the superbowl and placed a bet, but just a few minutes after placing my bet, my account was suspended with no reason. I am confident that my account will be unsuspended eventually, as I have done nothing wrong, but am unsure if my bet will still go through or be able to cash in on my no regret first bet. I feel scammed as I literally gave the app money and it suspends me as soon as I gave it the money.

  Business Response

  Date: 02/10/2025

  Dear Better Business Bureau,
  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond to the complaint filed by Mr. **************** understand Mr. *********** concerns. However, due to state and regulatory guidelines, we are unable to discuss the specific reasons his account was flagged for review by our software. We apologize for any frustration or inconvenience this may cause.
  We can confirm that Mr. *********** account is currently active and his bet was processed successfully. He is actively wagering on the platform.
  We respect Mr. *********** right to file a complaint with the Better Business Bureau, and we welcome customer feedback. We have also encouraged Mr. ********* to contact our customer support team directly if he has any further questions, and we remain available to assist him.
  As Mr. *********** account is active and he is able to use our services, we consider this matter closed.

  Customer Answer

  Date: 02/26/2025

   
  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:02/05/2025

  Type:Sales and Advertising 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.

  January 6th my hard rock bet account was suspended I received a email telling me this and I also recived a email the same day asking for document to help verify my identify. I also recieved a email ask king me to explain the situation for why I was suspended which I didnt all the same day. When I sent my screenshot of documents along with my statement for the problem I sent the email and they immediately contacted me back saying they got my information and thats my account is in review. fast forward 1 month later and no one has contacted me once about my account after someone responded so fast the day I sent my personal document I honestly think there commuting a scam or ******** not the only person this is happening to I have over 400$ in my account I have a daughter, a life, bills and there literally holding my money like blatantly just holding my money and not doing anything at all it absolutely does not take months to reactivate someones account.

  Business Response

  Date: 02/06/2025

  Thank you for reaching out to Hard Rock Bet, and to the Better Business Bureau, regarding your account. We understand your concerns, and we appreciate you bringing this to our attention.
  We've checked your account, and we're happy to confirm that it is currently active and that you are able to withdraw the $400 in your account.
  If you experience any further issues or have any other questions, please don't hesitate to reach out to our customer service support team. They are available to assist you.
  At this time, we consider this matter closed and resolved.
  Sincerely,

• Initial Complaint

  Date:01/31/2025

  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.

  On January 31, 2025 making simple small bets, the account was suspended without reason or warning. Have done this over past few weeks in small fun amounts. No winning streaks. Bets have been $5 at the most. Money in account.

  Business Response

  Date: 02/01/2025

  Dear ***,
  Thank you for exercising your right to contact the Better Business Bureau regarding your account. We understand your frustration and appreciate you bringing this to our attention. We want to sincerely apologize for any inconvenience or confusion this situation has caused.
  We noticed that you haven't yet reached out to us directly via chat or email to inquire about the account issue. We want to be completely transparent with you about why your account was temporarily blocked. Our records indicate that the account was flagged due to device sharing. This means that multiple individuals were attempting to log into their own Hard Rock Bet accounts using your device.
  We understand that not all players are aware that this is prohibited. We sincerely apologize if this wasn't clear to you, ***. We recognize that sometimes these things can be overlooked, and we want to assure you that we're here to help clarify any questions you might have about our terms and conditions.
  We're happy to inform you that your account is now active and available for use. However, we do need to emphasize that sharing devices for account logins is against our terms and conditions, which you agreed to upon signing up for Hard Rock Bet. This policy is in place to protect the security and integrity of all our players' accounts.
  ***, we value you as a player and we want to ensure you have a positive experience with Hard Rock Bet. Moving forward, we kindly request that you please reach out to us directly first if you encounter any issues. This gives us the opportunity to address your concerns and find a resolution quickly and efficiently. We understand your right to contact the Better Business Bureau, and we respect that right. However, giving us the chance to resolve the issue directly often leads to a faster and more satisfactory outcome for everyone involved.
  Thank you for your understanding, ***. We hope you'll continue to enjoy playing at Hard Rock Bet. If you have any further questions or concerns, please don't hesitate to contact us.
  Sincerely,

  Business Response

  Date: 02/03/2025

  Regarding Your Account and Responsible Gaming at Hard Rock Bet
  Dear Better Business Bureau,
  We are writing in response to the complaint filed by Mr. *** ********. We understand and appreciate the opportunity to address his concerns.
  We want to acknowledge the seriousness of the statements made by Mr. ********* including expressions of distress. We are committed to the well-being of our players and have taken steps to ensure his safety and promote responsible gaming practices. Our Responsible Gaming team has reached out to Mr. ******** directly to offer support and resources, assess his well-being, and discuss his gambling habits to ensure they are within healthy limits.
  While some of ***************************** contained language that violates our terms of service, we made the decision to reopen his account. We believe in providing a second chance and want to support our players in making responsible choices. We have, however, reiterated our terms and conditions to Mr. ********* particularly regarding acceptable communication.
  We have also provided Mr. ******** with information and resources on responsible gaming, including links to self-assessment tools and our own responsible gaming page, as detailed in the email sent to him (included below). This email emphasizes the unpredictable nature of gambling, the importance of viewing it as entertainment, the need for breaks, the risks associated with gambling under the influence, and the dangers of chasing losses. It also provides links to external resources like the **************** on Problem Gambling.
  We understand that players can experience frustration, but we must also prioritize the safety and well-being of our players and maintain a respectful environment. We believe the steps we have taken, including direct contact from our Responsible Gaming team, the reopening of his account, and the provision of responsible gaming resources, demonstrate our commitment to assisting Mr. ******** and complying with all relevant responsible gaming regulations, state regulations, and our own terms and conditions.
  We trust that this information demonstrates our good faith efforts to address Mr. ********** concerns and promote responsible gaming.
  Sincerely,
  
  Email sent to *** ********:
  
  Greetings ***,
  We hope this message finds you well. Your account with us has been reactivated.
  While we are pleased to welcome you back, we want to emphasize the importance of responsible gaming. We are committed to providing a safe and enjoyable environment for all players, and we encourage you to maintain a balanced approach to gaming activities.
  Please be reminded of the following:
  Outcomes are unpredictable: This unpredictability is what makes sports betting exhilarating and challenging, but the outcomes are shaped by a multitude of factors and wins are not guaranteed.
  Gambling is entertainment: View gambling as a form of entertainment and not a way to make money.
  Take Breaks: It's important to take regular breaks. This will help prevent you from making impulsive decisions.
  Avoid Drugs and Alcohol: Gambling under the influence of drugs or alcohol can impair your judgment and decision-making abilities. 
  We wish you an enjoyable and responsible gaming experience.
  
  While the player's account has been reopened, his recent communications with our agents raise concerns. To remain in compliance with Hard Rock Bet's terms and conditions, he will need to ensure his future interactions are respectful and appropriate.
  
  

• Initial Complaint

  Date:01/29/2025

  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 am writing to formally report and dispute unauthorized transactions on my Hard Rock Bet account, which have resulted in significant financial loss. The transactions include:$1,000 withdrawal $1,000 withdrawal $2,500 withdrawal $2,500 withdrawal An attempted $1,400 withdrawal (which I understand you successfully blocked).While I appreciate your efforts in preventing the final transaction and discontinuing the account, I must stress that this response does not adequately address the financial losses I have incurred or the underlying security breach that allowed these transactions to occur.Key Points for Consideration:Responsibility for Platform Security:As the service provider, Hard Rock Bet has a duty to ensure the security of user accounts. If unauthorized access occurred, it suggests a potential vulnerability in your system or process. I request a detailed investigation into how my account was accessed, including IP addresses, device information, and login times associated with these ********************** Loss:The funds were withdrawn without my consent, and I demand immediate reimbursement for the $7,000 lost due to these unauthorized activities. It is unacceptable to place the entire burden of this loss on me when the security of your platform may have When and how these funds will be released back to my account.The process ******************** follows in such cases to ensure the prompt return of withheld funds to the rightful account owner.Investigation and Accountability:I urge you to escalate this matter to your fraud and compliance department. This is not only to recover my funds but also to identify and hold the responsible party accountable.Assistance in Law Enforcement Reporting:Please provide me with all relevant transaction and login data to assist in filing a report with local authorities and the appropriate gaming regulatory

  Business Response

  Date: 01/29/2025

  Dear Better Business Bureau and Xzavier,
  
  Thank you so much for reaching out to the Better Business Bureau regarding your complaint, Xzavier. We understand your frustration and appreciate you bringing this to our attention.
  We want to assure you that we are taking your concerns seriously. We are currently conducting a thorough review of your account and the issues you've raised. We are committed to following all state and regulatory guidelines during this review process.
  We understand that waiting can be difficult, and we sincerely apologize that we cannot provide a definitive timeline for the completion of our review at this time. We are working diligently to resolve this as quickly and efficiently as possible.
  At Hard Rock Bet, we strive to provide a "rocking" experience for every player, and we are truly sorry to hear that your experience has fallen short of this expectation. We understand your disappointment, and we are committed to doing our best to reach a fair and satisfactory resolution for you.
  We will be in touch with you as soon as our review is complete. In the meantime, if any additional information arises that you feel is relevant to your case, please don't hesitate to contact us directly.
  Thank you for your patience and understanding.
  Sincerely,

• Initial Complaint

  Date:01/27/2025

  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 asked the company if there are any wagering limits on my account, because there appear to e. At first, they told me:"To directly address your question: there are currently no specific account betting limits placed on your account." They said this in an email to me on January 20th at 4:07 pm. Now they say they won't tell me if if there are any wagering limits set on my account. I ask them if the earlier email was wrong, and they won't address it. They now have threatened to place further restrictions on my account if I keep asking them about it.

  Business Response

  Date: 01/27/2025

  Dear Better Business Bureau and ***** **********,
  Thank you for bringing this matter to our attention through the Better Business Bureau. We understand Mr. ************ frustration regarding wagering limits on his Hard Rock Bet account.
  We want to reiterate our position, which has been consistently communicated to Mr. ********** by our agents. As explicitly stated in our Terms and Conditions, Hard Rock Bet reserves the right to limit player accounts, including wagering limits, bonuses, goodwill offers, and promotions, without providing specific reasoning to the player. This policy is in accordance with gaming regulations and our operational guidelines.
  We acknowledge Mr. ************ desire for a more detailed explanation. However, as per our Terms and Conditions, we are not obligated to provide one. We have repeatedly informed Mr. ********** of this policy. We respectfully request that Mr. ********** cease contacting our agents with repetitive demands for an explanation, as this constitutes harassment and unproductive use of our customer support channels.
  The current wagering limits on Mr. ************ account are set appropriately and will not be reviewed or increased at this time. This decision is final.
  We value all our players and strive to provide a positive gaming experience. However, we will not tolerate the repeated and excessive contact of our agents after a final decision has been communicated.
  We consider this matter closed.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22861405
  
  I am rejecting this response because:
  
  The company won't tell me if there are betting limits on my account. Additionally, the company's response is incorrect. The company initially told me in an email on January 20th at 4:07 PM that there were not betting limits on my account. I have asked them to confirm if this was response was correct or incorrect, and they won't respond either yes or no. If their policy is to no disclose whether there are limits on the account, they have violated their own policy, and they won't acknowledge that they have violated their own policy. The email from January 20th at 4:07 PM also appears to be incorrect since it appears their own limits. At a minimum, the company can address the email sent to me on January 20th at 4:07 PM, since they told me there were no limits on my account. I'm pasting the text of the email below:
  
  "Hi ****,
  Thank you for reaching out again and sharing your concerns. We understand your frustration and sincerely apologize if our earlier responses were unclear.
  To directly address your question: there are currently no specific account betting limits placed on your account. However, please keep in mind that:
  Market Limits: Each betting market has its limits to manage risk, which apply to all users and can vary depending on the event or match.
  Betting Errors: If you encounter a limit while placing a wager, it is likely due to the market limit for that particular event. Adjusting your stake to fit within that limit should allow you to place the bet successfully.
  We do value your experience and your business, and we are here to assist if you have further questions or concerns. Please dont hesitate to let us know if youd like additional clarification.
  Thank you for contacting Hard Rock Bet!"
  
  
  
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 02/14/2025

  Subject: Response to Complaint ID ******** - ***** **********
  To the Better Business Bureau,
  This response addresses complaint ID ******** filed by Mr. ***** ********** regarding limitations placed on his Hard Rock Bet account.
  We understand Mr. *********** frustration and appreciate him bringing this matter to our attention through the Better Business Bureau. We strive to maintain positive relationships with all our players and regret that this situation has caused him concern.
  As Mr. ********** agreed to upon registration, our terms and conditions, which are publicly available, outline our right to manage player accounts, including the ability to set limits on wagering, bonuses, goodwills, and promotions, or even suspend or close accounts. This practice is in line with industry standards and regulatory guidelines.
  We have communicated this policy to Mr. ********** and explained that we do not typically provide specific reasons for account adjustments. We understand this can be frustrating, and we sincerely apologize for any inconvenience or misunderstanding this may cause.
  While we respect Mr. *********** right to express his concerns, the volume and nature of his communications with our customer service team became disruptive. Our team is dedicated to providing support to all our players, and excessive or demanding communication can sometimes hinder our ability to assist others. It was in the interest of maintaining efficient and respectful communication with all our players that we ultimately suspended his account.
  We recognize the importance of transparency and strive to be clear about our policies. We believe our terms and conditions adequately address the management of player accounts. We are confident that our actions in this matter were consistent with those terms and conditions, as well as applicable regulations.
  We value all our players and regret that we were unable to resolve this matter to Mr. *********** satisfaction. We consider this matter closed and will not be engaging in further discussion regarding this specific complaint. We appreciate the Better Business Bureau's attention to this matter.
  Sincerely,

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22861405
  
  I am rejecting this response because:
  
  The company has suspended my account and told me that I can never email them again. Not only do I now not have an explanation regarding my initial question, they have retaliated against me by suspending my account. They have also denied be the ability to contact them to discuss this with them.
  
  They are not being genuine in their response. They have given me multiple responses regarding any particular limitations on my account, which is what led to multiple follow up questions. Had they been consistent and transparent, there would have been no follow up communications.
  
  On January 19th, they said the "limits were correct," indicating there might be limits but not a confirmation.

  "We understand you're experiencing bet limits. After reviewing your account, we've confirmed that your limits are correct."
  
  On January 20th, they said there were no limits
  

  "To directly address your question: there are currently no specific account betting limits placed on your account."

  They then would not answer the question at all. On January 22nd, they said:
  
  "Thank you for contacting Hard Rock Bet's support team. We understand that you have questions regarding market limits, and we truly appreciate you reaching out to us for clarification. At Hard Rock Bet, we value your experience and want to ensure you have all the information you need to enjoy your time with us.
  When it comes to market limits, there can be a few reasons why you might encounter restrictions on your ******.
  Market Limits: Our team sets limits on individual markets to manage risk. This means the maximum wager amount can vary depending on the specific match or event you're betting on.
  Account Limits: In some cases, there may be specific limits set on your account for responsible gaming purposes."
  
  On January 24th, they indicated there might be restrictions on my account, but would not say if there was. This implication contradicted their email from January 20th  indicating there were no limits.
  
  "We regret to inform you that we cannot provide specific details about the restrictions on your account. This decision was made by our trading team following a comprehensive review of your betting activity and history on Hard Rock bets.
  
  Because I had received 4 different answers to same question, I of course emailed them again, asking them to clarify if:
  
  1) There are actually limits/restrictions on my account.
  2) If there are, why they told me on January 20th that there weren't.
  
  I specifically questioned them concerning the January 20th email, and they refused to respond to me. Not only did they refuse to respond, they punished me for trying to address the inconsistency in communication. They said.
  
  "We know you've been reaching out with questions about your account, particularly regarding an email you received on the 20th. We understand you may have concerns about the information in that email.
  
  To clarify, the outcome of your account review won't be affected by the accuracy of that specific email."
  

  This refusal to respond was followed by temporary account suspension.
  
  On January 29, they finally provided a coherent, accurate response that was consistent with my experience:
  
  "We regret to inform you that your account is no longer eligible for our promotional offers at this time.
  
  Your account also has betting restrictions."
  
  I accepted this email as the final response, which I had to pull teeth to get. Note that this email contradicts prior emails where they said they would not be divulging information about restrictions, and also contradicts the email that said there were not any account restrictions.
  
  I then surprisingly received an email from them saying my account was suspended and that I could never email them again ever for any reason.

  "We understand that this situation may be frustrating, and we want to be clear about our decision. Your account has been suspended due to ongoing back-and-forth communication with our agents.
  
  This email serves as your final warning. If you reply to this message or any future emails, your account will be permanently closed. Our team has provided all necessary information, and we will not be responding to further inquiries on this matter."
  
  In an attempt to get a straight, transparent, consistent answer from the company, the company retaliated against me for my efforts by suspending my account and not letting me even communicate with them in the future.
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 02/21/2025

  Dear Better Business Bureau and Mr. ******************** you for bringing this to our attention through the Better Business Bureau. We understand Mr. ************ frustration regarding the wagering limits on his Hard Rock Bet account, and we want to address this with you directly.
  We've tried to explain our position to Mr. ********** on several occasions. As outlined in our Terms and Conditions, Hard Rock Bet reserves the right to limit player accounts, including wagering limits, bonuses, goodwill offers, and promotions, without providing a specific reason. This is in line with gaming regulations and our operational guidelines.
  We understand Mr. ********** would like a more detailed explanation. However, our Terms and Conditions ************************************** , which he agreed to, do not require us to provide one. We've communicated this policy to him repeatedly. We've also had to suspend his account due to excessive and unproductive contact with our support team, which included spamming and a refusal to acknowledge our terms and conditions. We consider this matter resolved.
  While we value all our players and aim to provide a positive gaming experience, we must maintain a respectful and productive communication environment. We cannot accommodate repeated requests or tolerate behavior that disrupts our customer support operations.
  The current wagering limits on Mr. ************ account will remain in place, and this decision is final. We will not be reviewing or increasing these limits at this time. We respectfully request that Mr. ********** refrain from further contact with our agents regarding this issue.
  We consider this matter closed.

• Initial Complaint

  Date:01/26/2025

  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.

  The "Cash Out" option for my bet displayed $40. However, I tried 3 times to do it with no luck, just the error message enclosed in picture. **************** *** said "it's out of our control". Would like refund of bet ($50) or at least the cash out of $40.

  Business Response

  Date: 01/27/2025

  Hard Rock Bet Response to BBB Complaint - ***** ***********
  
  Dear Better Business Bureau and ***** ***********,
  
  This letter is in response to complaint number ********. We understand Mr. ************* concerns regarding the unavailability of the Cash Out option on his Hard Rock Bet wager.
  
  We want to clarify how our Cash Out feature works. Cash Out is a dynamic feature that allows players to settle a bet before its conclusion for a reduced payout. However, its availability is not guaranteed. As stated in our Terms and Conditions and publicly available information on our app, the Cash Out option can become unavailable due to several factors, including:
  
  The game being in progress.
  The game being too close to starting or ending.
  Statistically locked odds (when odds are not actively being offered).
  The player not being in the state where the bet was originally placed.
  Specific markets or events (e.g., player props, golf tournaments).
  
  These factors cause rapid fluctuations in odds, which directly impact the Cash Out offer. The availability of Cash Out can change within milliseconds due to these dynamic shifts.
  
  We understand Mr. ************* frustration when the Cash Out option was not available. However, this is a designed function of our application, and we have communicated this to Mr. *********** multiple times. We are unable to provide a refund in this situation, as the unavailability of Cash Out does not constitute an error on our part.
  
  We encourage all players to familiarize themselves with the details of our Cash Out feature, which is accessible within our app and help center. This information clearly outlines the conditions under which Cash Out may not be available.
  
  We have addressed this matter with Mr. *********** on several occasions and have provided him with the relevant information. We consider this matter closed.
  
  Thank you for your time and consideration.
  
  Sincerely,

• Initial Complaint

  Date:01/25/2025

  Type:Sales and Advertising 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.

  Been using hard rock bet for roughly 6 months. Never had a problem and unfortunately lost roughly ******. Recently I finally had a good run and started cashing out winnings and three days ago they denied my withdrawal and actually turned off my ability to bet. Nothing in my account has changed since day 1. I lost and just and lost and no problems. Now I start cashing out they freeze everything and holding my money hostage. Gaming commission and more importantly customers of hard rock and potential customers need to take my story to heart and know this company can literally not pay winning bets whenever they want or whenever you finally win. Nothing ever changed except I finally started cashing out a good run. They have my selfie and all my documents

  Business Response

  Date: 01/26/2025

  Response to ***** ******** and the Better Business Bureau
  Dear ***** ******** and the Better Business Bureau,
  This response addresses the complaint filed by ***** ******** regarding a withdrawal issue with his Hard Rock Bet account. We understand Mr. ********* frustration and appreciate the opportunity to provide clarification and address his concerns. We want to assure Mr. ******** and the BBB that we take all withdrawal requests seriously and operate in full compliance with all applicable regulations.
  Our Terms and Conditions outline the security checks required for processing large withdrawals. These checks are in place to ensure account security, prevent fraud, and comply with state and regulatory guidelines. We are committed to protecting both our players and the integrity of our platform.
  According to our records, we have requested additional verification documents from Mr. ******** on three separate occasions. These documents are necessary to confirm his account ownership and payment method associated with the withdrawal. The requested documents include:
  A screenshot of his Venmo profile page displaying his name and email address matching his Hard Rock Bet account information.
  We understand Mr. ******** may have already provided some verification information when creating his account. However, these additional steps are necessary due to the significant amount he is attempting to withdraw. This is a standard procedure and is not unique to Mr. ********** situation.
  We have included the previous email requesting these documents below for your reference:
  Dear *****,
  This is your first notice of an account verification request.
  To confirm account ownership and verify the payment method(s) on file, we request the following actions from you. Please complete the following two steps to avoid account restrictions:
  Step 2:
  Please submit the document(s) requested below to this secure link **************************************************************************************************
  Venmo:o Must include account holders name and email.o Must match the name on the Hard Rock Bet account.o Take a screenshot of your profile page not the edit page, it should show name and email on account..
  We appreciate your prompt attention and your support of Hard Rock Bets commitment to player safety. We will look forward to your response.
  Kind *********************************** 101
  Once we receive and verify these documents, we can resume the review of his withdrawal request and provide a resolution as quickly as possible. In the meantime, his account will remain restricted to ensure compliance.
  We appreciate Mr. ********* cooperation in this matter. Please feel free to contact us if you have any questions or require assistance submitting the requested documents.
  Sincerely,
  

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22857330
  
  I am rejecting this response because:

  BBB,

  I have provided the Hard Rock all requested verification multiple times yet this issue is not resolved.  I am unable to withdraw money or place additional bets.

  Please help.

  
  

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/04/2025

  Dear *****,
  Thank you for contacting the Better Business Bureau and for bringing this to our attention. We appreciate you taking the time to reach out.
  
  We've checked your Hard Rock Bet account, and we're happy to inform you that it is currently active and ready for you to use.
  
  If you have any further questions or encounter any issues accessing your account, please don't hesitate to contact our customer service team directly. They are available to assist you and ensure you have a smooth experience.
  
  Thank you for being a valued player at Hard Rock Bet. We look forward to seeing you back online!
  
  Sincerely,