Complaints
This profile includes complaints for Betrivers.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 392 total complaints in the last 3 years.
- 150 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/25/2024
Type: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 24th ****, i had deposited $200 into my betrivers account. Shortly after i had won $255.02 and requested a withdrawal. I woke up the next day to an email dictating the they had cancelled my withdrawal and requested more documents for verification. I uploaded a photo of my passport and of my face and then attempted to withdrawal again. This time the app directly tells me that my account isnt allowed to withdraw even after they had accepted my documents for verification. I request that i am able to withdraw the money i have won and my initial deposit ($455.02)
Business Response
Date: 01/29/2024
Hello and thank you for reaching out! We're unable to share the details of this investigation on a public forum to protect the identity of all parties involved. We encourage the customer to continue corresponding with our team directly. Thank you!Initial Complaint
Date:01/24/2024
Type: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.
Played slots on their app. I won money and now they won't let me withdraw it. They keep telling me my account is under review and is going to be investigated. I've sent them document after document proving who I am. Everything they've asked for I've provided. I deposited money from my checking account. I sent in my government issued drivers license, my bank statements, bills with my name and address on it, verified my face with a live selfie. Gaming commission is my next call! There's absolutely no reason they should be denying my withdrawl let alone withholding it!Business Response
Date: 01/26/2024
Hello and thank you for reaching out. Upon investigating, we see that the account was closed and all pending payments have been processed. Should you need any further assistance, please don't hesitate to reach out. Thank you!Initial Complaint
Date:01/23/2024
Type: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 won $183.00 and have been trying to withdrawal $175.00. **************** keeps canceling the withdrawal and putting the money back in my Bet Rivers account. I have linked my bank account and still they cancelled my withdrawal. Ive sent photo I.D cancelled check and still nothing. **************** is non existent as the only response I got was try a different account to withdrawal to. I did this and provided all documentation ask for by ****************. Made it as far as documents are in review and no further. I will be contacting ******* State attorney general.Business Response
Date: 01/26/2024
Thank you for reaching out! This matter has been resolved with the customer. Should you need any further assistance, please don't hesitate to reach out to us directly. Thank you!Customer Answer
Date: 01/29/2024
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:01/19/2024
Type: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 waiting for them to send my money. And still have not received it. I very been calling they told me 10 to15 days . And still nothing.Business Response
Date: 01/19/2024
Hello and thank you for reaching out! We attempted to reach out to you yesterday to inform you your requested check has been mailed! You can expect to receive it shortly! If you need any further assistance, please let me know. Thank you!Initial Complaint
Date:01/16/2024
Type: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 BetRivers Sugar house app stop working/froze while I was winning 9 out of 10 bet parlay.So I wasn't able to cash out early. The very last game was lost but I wanted out at 9 wins. It still won't let me back on 12 hrs later. When I call I'm refer back to the same frozen app. It's so unfair considering I ****** and lose with them all the time why treat a regular spending patron in this manner. I really want to be compensated fairly #furious Please note all other apps are working fine on my device!Business Response
Date: 01/19/2024
Hi! Thank you for reaching out! It appears you've discussed this with our customer service team since leaving this complaint and this has been resolved. Per the terms and conditions agreed to upon registration, the cash out option is not a guaranteed option. However, we did issue you a courtesy for being unable to use it for your bet. If you need any further assistance, please don't hesitate to reach out to our **************** Team. Thank you!Initial Complaint
Date:01/15/2024
Type: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.
Hi I want to complaint against Sugar house rivers casino online. On first week January 5 my winnings was $ *********. I requested 8k withdraw and SH casino online told me that they needed additional information to approval my withdraw so I supplied the documents to them. It was a such a ****** like they didn't want to pay me. It took 3 days to finally pay. On January 8, ****, I have requested another 8K withdrawal with total left of $40,256.50 but instead of them not paying me they locked my account without having access, placing wages, deposits and withdrawals. They stated my account is under review and have no time frame when it will be unlocked. I contacted them and their manager multiple of times. They copied and pasted the same sentence, "regrettable my account is locked and under review and unable to provide a time frame to resolve.My account is locked over a week now and was told that is unreview. I have waited paitently for an update. However, *** receiving the same answers. I made fair bets and win fairly no technical issues. My funds should be distributed, please kindly help me resolve this issue by having them pay me. When I lose the amount is deducted quickly but it is time to pay they drag not wanting to pay the customers. I think disagree on how they should do business. Even playing onsite casinos they immediately pay when winning and vice versa. It must be the same as online. Please help and I would highly appreciated.Business Response
Date: 01/19/2024
Hello and thank you for reaching out! We're unable to disclose any information regarding this inquiry as it is a fraud related matter. We'll update the customer as we receive relevant information. Thank you!Customer Answer
Date: 01/19/2024
Complaint: 21150073
Dear BBB Representative,I am rejecting this response because:
I am writing to express my dissatisfaction with the response provided by BetRiver Casino regarding the issue I raised concerning the handling of my winning payout.
Firstly, I want to emphasize that there is no fraud involved in my betting activities at BetRiver/******************. I have consistently placed my bets fairly and in accordance with the casino's terms and conditions.
My concern lies in the inconsistent treatment of my account based on the outcome of my bets. I have noticed that when I incur losses, there is no hold on my account, and the casino seems to operate smoothly without any issues. However, when I am fortunate enough to win, there is a sudden hold on my winnings, which I find both unfair and questionable.
I strongly disagree with how BetRiver Casino is handling my case. It appears that there is a discrepancy in the casino's approach, creating an unfavorable situation for players who emerge victorious. I believe that if I am *********** a fair and timely payout when I lose, the same principle should apply when I win.
I kindly request your assistance in addressing this matter and ensuring that BetRiver Casino upholds fair and consistent practices in handling payouts. I appreciate your attention to this issue and look forward to a resolution that reflects the principles of fairness and transparency.
Thank you for your time and consideration.
Sincerely,
***********************Business Response
Date: 01/22/2024
Hello and thank you for reaching out. Our fraud prevention measures are in place for all accounts and are not dictated based on patron balances. Once again, we're unable to share details on a public forum. We encourage the customer to continue communicating with us via our customer service channels. Thank you.Customer Answer
Date: 01/30/2024
Complaint: 21150073
I am rejecting this response because: they have Not issue my funding nor provide a response.
Sincerely,
**********************;Business Response
Date: 01/31/2024
Hello and thank you for reaching out! We understand your frustration, but once again we can not discuss an open fraud investigation on a public forum. We encourage you to continue corresponding with our team for the most up to date information. Thank you.Initial Complaint
Date:01/13/2024
Type: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.
In early December, I deposited $500 on the webpage to make a sports wager. Betrivers, for a week, kept asking me for the same verification forms that I gave and wouldn't give me access to the website. I ended up having my account locked and was not told why. It has now been over a month and I have not heard from them. I feel this company has scammed me. I don't know what to do.Business Response
Date: 01/19/2024
Hello and thank you for reaching out! This has been resolved with the customer. Thank you.Initial Complaint
Date:01/11/2024
Type: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.
BetRivers.com Delawarepark Casino have been putting a hold on my account since I won a sportsbet and tried to withdraw my money.The issue arise when I had funded my account with my husband's paypal account which have a different email address than the account address. Depositing the money had no issue, the issue arise when i tried to withdraw the money. How can the business have issue when I withdraw but didnt have a issue when i deposited?Anyway, they asked me to verify my account with ID and selfie, which I did and also provided an authorization form including my husband's ID for the usage of his paypal.After almost 2 weeks, they are still restricting my account and not letting me withdraw my money nor make any bets.They are withholding my money and keep saying my account is under internal review. It have been 2 weeks, what review does it take to that long of a time?Under my account, it already said my identify was confirmed/verified and authorization form was completed.Business Response
Date: 01/19/2024
Hello and thank you for reaching out! This matter has been resolved with the customer and a check has been sent to their registered address. Thank you.Initial Complaint
Date:01/11/2024
Type: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 for over 3 months on betrivers sportsbook, and theyre holding 5 figures hostage. They are no longer responded to any emails asking for an update on their investigation. I opened and was using the account for several months when I requested a withdrawal. They asked for a utility bill, and did an in-app picture of my face and ID. I did all of that.Then, they locked my account a few days after I uploaded all of the documents. Its now been OVER 3 MONTHS, and they havent given me any explanation as to why it was locked. They wont even let me close the account or go to the cage to withdrawal it. Theyre not giving me any way to resolve whatever problem they have with me.Reading the other complaints, this is apparently not an uncommon problem. DO NOT TRUST THIS COMPANY WITH YOUR MONEY.Business Response
Date: 01/19/2024
Hello and thank you for reaching out! We're unable to share any further details regarding this account due to a fraud investigation. We'll continue to correspond directly with the account holder. Thank you.Customer Answer
Date: 01/24/2024
Complaint: 21130006
I am rejecting this response because:After 3.5 months of waiting for any real response as to why I could not access my account, this is the first I've heard about any "fraud" being investigated. I used the app for 6 months prior to this. I deposited numerous times without issue. It was only when the account was up a lot of money and I tried to withdrawal when they asked for numerous documents / selfie, all of which I provided (and for clarity, were all obviously legitimate and accepted), that they lock my account. So I'm not sure what they are investigating or why it's taken them 3+ months, but it sure seems like they never would have an issue if I lost money and was continuously depositing. They won't even let me close the account and send me a check for the balance, or go to the cage to get my money! This company is sketchy and I wish I never would have decided to use their app.
Steer clear from this sportsbook if you actually want to withdrawal your winnings without issue one day.
Sincerely,
*************************Business Response
Date: 01/26/2024
As stated previously, to protect the identity of all parties involved we are unable to share details on a public forum that is viewable by anyone. We consider this matter closed. Thank you.Initial Complaint
Date:01/11/2024
Type: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.
Monday January 8, ************************************************** Gambling But Good is good and bad is bad. So yesterday I was about to bet on the game and checked the time of the start. The start time was 1 oclock p.m. at 1 oclock I went to the app but the game still didnt start on this app. Above the start time it said game starts in 5 mins. The odds on this bet never changed because the game still havent came on. 10 mins go by the game still havent came on & its clear as day it dont show a score only start in 10 mins so basically its informing me no tip off occurred which is regular in sports betting at 1:12 I decide to place a $40 bet. I look up when 1:15 come around wondering whats the delay in the game and i decide to turn the T.V on to watch it & this game is 5 minutes in the game more than ************************************************************************************************************************ 5 mins. I inform costumer service and theyre acting like this is legit to do. If a game is on why is ppl being misled that the game didnt start even after 30 mins into the game. Theyre telling me my bet was placed on time even with my evidence/screen shots I showed them. Theyre time zone says the game start at 2:00 Im in ******** where the game started at 1 but since my bet was placed at 1:12 in ******** they are telling me that I placed it before the game started.Business Response
Date: 01/19/2024
Hello and thank you for reaching out! It's quite possible that some sort of connection disruption caused the incorrect information being displayed on the app. We do apologize for the inconvenience, but encourage customers to use ************* to ensure they are receiving real time updates on every aspect of an event. Thank you!
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.