Complaints

This profile includes complaints for Betrivers.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Betrivers.com

  900 N Michigan Ave Chicago, IL 60611-1542

  
• 

  Betrivers.com

  1080 N Delaware Ave Phila, PA 19125-4330

• 

  Betrivers.com

  2700 Orchard Hwy Manistee, MI 49660-9752

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/27/2024

  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.

  4/6/2024 I played / deposited with bet rivers Philadelphia. I passed all criteria to deposit . I won *****. Thats when it went wrong , I put a withdrawal request , at first it was almost to the approved stage.Then I got a notification that a NON HUMAN flagged my account. It is now 4/25/2024. Ive been told Im under review. *** reached out to the pa gaming board. Ive had multiple conversations. Ive uploaded my liscence 2-3 times, I uploaded debit card in my name , my bank account! Ive been told under review. Ive been told it went to wrong department , then went to correct ***** Ive been told you will get your money, by check when review is over. *** asked so many times why? This department cant be reached . I will explain I did not know , that having my own Mastercard , under my iwn social, my own pin. But the card is attached to a joint account with my wife who isnt playing . Ive been told that , and I didnt know this, but the checking is joint!!! As a married man *** never thought to have my own account. But *** never had a problem before as long as I used my own card . But I have no clue is this an issue. But do not know !!! Its my card, my own name only. But because the chat has hung up on me, told me robotic answers look for email. If you say anything in the chat for example: I said my wifes disabled we could use the money!!!! What I meant was, she cant work, so spending 300$ and winning $2400 I didnt plan is just a nice surprise and we I can splurge on her. I was told that I had to be educated on addiction, my account was froze , because I said we could use that money, didnt say fur what, but who wouldnt enjoy extra money now a days . Its been 3 weeks, its never clarity. I was told tonight they are moving banks , and all Check withdrawals are held up, I was a bit excited to hear this cause it was the first time I had any idea of whats happening . At least it was an explaination

  

  Business Response

  Date: 04/29/2024

  Hello, and thank you for reaching out! While we cannot go into too much detail on the specifics of the player's account over a public forum such as this, we can confirm that the account is currently under review for a potential violation of our terms and conditions. Review times tend to vary depending on the severity of the potential violation, but a follow up correspondence will be sent as soon as that has been completed so please keep an eye on your email inbox for that.

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21633412
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/30/2024

  HI *****,

  As mentioned in our previous response; we will not go into detailed account specifics in a public forum such as this.  Your account is currently under review and in the process of being closed per your request.  Once the review is over and if everything looks ok financially, we will mail you a check for the remaining balance in your account

  Regards,

  The BetRivers Support Team

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21633412
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/24/2024

  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 money on bet rivers nj and they will not allow me to withdrawal my money or play. For over a month my account has been locked and when I call they only saying we are reviewing your account. You should receive a email within a couple days once we are now which clearly has not happened yet.

  

  Business Response

  Date: 04/24/2024

  Hello, and thanks for reaching out! After taking a look, it appears that your account is currently under review for a potential violation of our terms and conditions. Unfortunately we cannot go into much more detail over a public forum such as this, but please keep an eye on your email as you will receive a follow up as soon as the review has been completed. 

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21618773
  
  I am rejecting this response because:
    I just want my money you can close the account it has been over month
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/24/2024

  Hello! Once the review has been completed, we can certainly proceed with closing the account if you still wish. Until then, please keep an eye on your email for a follow up correspondence.

• Initial Complaint

  Date:04/23/2024

  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 been playing at Sugarhouse online casino frequently since January 2024. I play slots through the Sugarhouse app and on many occasions their app gets stuck in lose mode and when this occurs I have no chance at winning yet I continue to play because I am unaware of it before it is too late, I have given over $15,000 of my own money and I have bet a total of $280,000. I brought it to my VIP hosts attention on more than one occasion. One time he stated that the slots arent made to play so often so that is why the errors occur. Other times he was apologetic but was unable to refund me even though Im sure I wasnt the only complaint. I also took the matter to support one time and they stated that there was maintenance occurring at the time that I was trying to play a game and that is why it wasnt opening ( a complete lie). I just want to hold them accountable because they are making $Millions off of basically defrauding people some of which are completely unaware as well. I am positive there will be a class action lawsuit in the future regarding BetRivers and they will still make a profit in the end. Please investigate this app. The game that is stuck for me is ********* (I have zero chance at winning currently) and Wheel of Fortune Triple Extreme Spin ( I rely on glitches in order to win otherwise it is also stuck in lose mode,

  

  Business Response

  Date: 04/24/2024

  Hello ****, and thanks for reaching out! We are sorry to hear about the recent losses, but we can confirm that there is no such thing as "lose mode" nor are there any unfinished rounds on your account at present. Please keep in mind that all of the games on our site are individually tested to ensure player fairness, and we also openly disclose RTP%'s on all games that allow us to do so. This can be found within the game rules section of the slots you're playing. If there is ever a round you believe did not play out accordingly, we'd be happy to review with you if you could please provide the round details such as the name of the game, time of the round, wager amount, applicable screenshots, etc.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21615799
  
  I am rejecting this response because:
  
  With the **** ********* alone if I press spin. I have zero chance to get a bonus. If I just press the button normally I wont get a bonus. So 1000/1000 times I wont get a bonus. How would I provide documentation for that? Lose 1000 spins worth of money and record every one? If I do that you will give me a refund? I am willing to compromise and receive $1000 in bonus spins that I will play on a different **** that I deemed to be safer then the ********* **** and other ****s alike. I dont appreciate it being gaslit. The programmers know that errors like this occur when people play too much of the slots. If I can at least get $1000 in bonus funds then I will close this case and never open it again. Otherwise I wont stop until I prove that what I am saying is absolutely true.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/24/2024

  Hi ****,

  We will not be refunding $1000 worth of spins.  As mentioned in our previous response, all games are individually tested and approved for fairness.  Online slots such as ********* work off of a random number generator and the RTP% is provided in the rules/information section when game providers provide it for us.  There is no such thing as "lose mode" and all results happen completely at random and are truly games of chance 

  Regards,

  The BetRivers Support Team

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21615799
  
  I am rejecting this response because:
  These are games of chance initially. However when a game is played thousands and then hundreds of thousands of times.. its memory becomes overloaded. They are not (online slots) made to withstand this much play per person. When a slot becomes overused, this then causes the *** (random number generator) to becomes defective. I dont expect you, the public relations person to know this but I would do my homework if I were you because this will eventually be a massive lawsuit and me telling you this personally.. makes you liable for not doing anything about it. Starting with giving me some kind of reward for bringing it to your attention.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/25/2024

  Hello ****! We appreciate your concerns, but we are a fully regulated site, and as mentioned, all of the games you find listed have been individually tested to ensure player fairness. If there is ever a particular round of play you'd like reviewed, we'd be happy to go over with you directly via email or our live chat if you can provide the specific round details (name of game, time of round, stake amount, applicable screenshots, etc.). 

• Initial Complaint

  Date:04/19/2024

  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 will not fix this game and it literally drained my account when I logged on to it I didnt even get to play it ever Time I log on and deposit money it takes it all and they wont help me what so ever.

  

  Business Response

  Date: 04/22/2024

  Hello, and thanks for reaching out! We would be happy to look into any gameplay issues you may be having if you can provide the round details (name of game, time of round in question, stake, applicable screenshots, etc.). For reference, you can view your round history by selecting the "Statements" tab via the MyAccount menu. Please feel free to reach back out or join our 24/7 live chat to discuss with a representative directly! 

• Initial Complaint

  Date:04/18/2024

  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 have been using a Betrivers.com play+ card for a while now and last night I checked card I had money on it I used it at a gas station I frequently use to make a purchase and then this morning went to check amount on card it said it had been flagged for fraud. So I call the number on card and was told they could not tell me anything and to wait on email . I've waited all day and have not received anything not even a single explanation on any fraud. I did notice a $20 charge at the same.gas station that was not me at 5:02 am so I am concerned about fraud but they were extremely rude one lady Even hanging up on me for not professional communication as she said when I called her mam. I have no idea how to get my money and no one will tell me how

  

  Business Response

  Date: 04/20/2024

  Hi *********,

  The number on that card contacts the card provider, Sightline.  We're very sorry to hear you had a bad experience with them, however the person you spoke to was a Sightline employee and not employed by BetRivers.  Additionally, ********* will be the ones who will clear up the fraud alert.  We don't have the capabilities to look into it on our end as they are the ones who flagged the card

  Apologies for the inconvenience,

  The BetRivers Support Team

• Initial Complaint

  Date:04/16/2024

  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 downloaded the bet rivers app on the Apple Store. *** spent over $70,000 with them already. I do not have remorse or regret because I made my own choices. But I had an issue with there deposit system. Which is a scam and please dont trust it. bet rivers is not responsible for any of the deposits you make because they contract a 3rd party vendor. Anyways I attempted a deposit and it said transaction declined and try a smaller amount. So I did and it said the same message. Then I tried it one more time. I never received the money I attempted but Trustly took the money all 3 times even though my card was declined. Then I was charged over draft fees for all 3 transactions. I never received any of the money in any way but yet they still took it from my bank. I contacted bet rivers numerous times and they never helped me in any way. They gave me 2 numbers to call and those companies never answered the phone. I provided proof to bet rivers that they took my money but never got the funds and they still ignored me. Theyve taken over $700 that I never got in any way on the app. Dont trust them.

  

  Business Response

  Date: 04/17/2024

  Hi ******,

   

  Per your screenshots, those transactions still show as Pending meaning they hadn't been completed.  If they weren't completed, Trustly should have sent that money back to you.  If that money has yet to reach you, you can contact Trustly's customer service via this link:  **************************************

  Hope this helps!

  The BetRivers Support Team

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21586184
  
  I am rejecting this response because: I have contacted trustly on numerous occasions and cannot speak to anyone. No one returns my phone call and I cannot get ahold of anyone. The bet rivers supervisor told me they would help me contact trustly and resolve this issue and no one has reached out to me following up. Bet rivers staff told me they would assist me with this matter and have provided nothing but generic and vague responses. They have not assisted me in anyway of getting over $700 back. Plus the overdraft fees. Their customer service is horrible and so unprofessional.  The bet rivers staff has my contact information and has failed to ever respond to me or reach out. *** told them that I cannot get in contact with trustly and they said theyd help and theyve not helped in anyway. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/18/2024

  Hello, and thanks for reaching out! As mentioned, pending charges from unsuccessful deposit attempts should fall off within a few business days, but if you find them lingering, please contact Trustly directly via phone at ************** or *****************************************************. Please also feel free to give our support staff a call at anytime at **************!

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21586184
  
  I am rejecting this response because:
  How many times have I told you guys that I cannot get in contact with Trustly??? *** spent ****** dollars with you guys and your company and this is how you treat me? Your company said you would help reach out to them and you have not helped me in any way. Theyve taken over $750 from me and I never received those funds on your app and they still havent refunded them. You guys said you would help but you havent in any way. You guys are horrible at customer service 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/22/2024

  Hello! Due to the abundance of deposit attempts over the last couple of weeks, both successful, and unsuccessful, we would need to go over each individual transaction in question directly. Please join our live support chat with a recent account statement or screenshots of all recent transactions so we may compare against the completed/declined attempts we have recorded on our end.

• Initial Complaint

  Date:04/13/2024

  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.

  On 3/23/24 I contacted BetRivers **** Sportsbook chat support and requested my account be closed and a check sent to my address. I have approximately $110,000.00 in the account. Rivers chat support told me I should receive an e-mail explaining my balance has been adjusted to $0 and then I would receive an email from a 3rd party known as Interchecks who would process the check. Over the next week, I contacted Rivers numerous time. On 3/30 I inquired with chat what their formal complaint process was to which a supervisor named ******* emailed me and confirmed the check would be processed in 7-14 business days from my request, there was no instructions how to file a formal complaint. On April 9th, I contacted email support again and was told my funds were cleared for withdrawal. I still never got a "$0 balance adjusted email". On 4/12 I contacted chat support once again and spoke with a supervisor named **** who informed me the company mishandled my request and the funds are still in my account even though the account is technically closed. I informed ********** would be contacting a regulatory body to move the ball forward. **** suggested they would help to reopen my account and then I would have to process 5 different withdrawals in the amount of four $25k withdrawals followed by a $10k, I was told this could take multiple business days to reopen my account followed by another 5-6 business days for approval of each withdrawal. I asked if this would take 5x 5-6 business days and **** seemed to think they could approve the transactions in a lump sum. Multiple BetRivers employees have worked in concert to prevent my funds from being distributed. ***************** mentioned in chat that the powers that be have not done what they are supposed to in order for me to get my money. ****** has a duty to pay me promptly and for whatever reason they are refusing to return my funds to me. Prior to this notice I have contacted the **** **************************

  

  Business Response

  Date: 04/15/2024

  Hello, and thank you for reaching out! We do sincerely apologize for the confusion surrounding your withdrawal. After taking a look at the account, the requests that were submitted on 4/14 do appear to have been approved from our end as of a few hours ago and we're currently just waiting on the bank to finalize the transactions from their end. As outlined in your recent support chat, this process typically takes between 3-5 business days so you should be seeing those funds credited to your account over the course of the next few days or so. Again, we are very sorry for the frustration this has caused, and will be happy to answer any other questions/concerns you may have.

  Customer Answer

  Date: 04/15/2024

   
  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:04/12/2024

  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.

  My bank account was compromised due to fraud, so the bank closed the account and issued me a new account number. I provided reproductions of old checks with the requested account #, bank statements to the account # requested showing prior deposits, prior withdrawals, and my most current deposit. I also submitted a letter from my bank explaining that the requested account number was compromised, and the bank had to issue me a new account #. I keep submitting the requested documents and it is never enough. This is unfair.

  

  Business Response

  Date: 04/13/2024

  Hi ********,

  Taking a look in your account, it appears the payments team have retired the document request and have approved your withdrawal request.  Apologies for the inconvenience

  Regards,

  The BetRivers Support Team

  Customer Answer

  Date: 04/15/2024

   
  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:04/07/2024

  Type:Billing 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 locked me out of my DE BetRivers account because they tried to say there was an issue with my geo location and that I was logged in at the wrong casino. Now they have closed my account and told me it cant be reopened. But why if I havent broken any laws?

  

  Business Response

  Date: 04/08/2024

  Hello, and thanks for reaching out! After review, the players account was locked due to repeated violations of our terms and conditions. A warning was issued after the initial offence back on 1/20 where it was outlined that further violations could result in account termination to which the user acknowledged and agreed to the stipulations. 

• Initial Complaint

  Date:04/04/2024

  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 was betting online with the bet rivers app I withdrew some money from winnings to my bet rivers card. I won a little more when I went to withdraw some they blocked all means I used to withdraw or deposit money when contacted support. I only have one option online banking an option I never used. So they trying to force me to lose my money because I have no way to withdraw

  

  Business Response

  Date: 04/05/2024

  Hi *****,

  Thank you for bringing this to our attention.  We have reached out to the payments team and it appears your deposit and withdrawal methods were limited after an error occurred.  It has since been corrected and you now have all options available to you again.  Apologies for the inconvenience.

  Regards,

  The BetRivers Team