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:05/13/2025

  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 May 8th, 2025 PlaySugarhouse (an affiliate of **********) locked my account and the current balance of ********* is inaccessible. I have contacted live support by chat several times, and support through email. I have voluntarily provided the online casino/sportsbook 7 quality KYC documents to assist with the review, including a selfie of me holding the front and back of my license, a photo of the front and back of my license, a photo of the front and back of my social security card, and my ******** statement. I advised playsugarhouse that I did not violate any of the terms or conditions, and engage in responsible gambling. Therefore I am reporting that my account is locked, and I do not have access to the *********

  

  Business Response

  Date: 05/14/2025

  Hello ******,

  We were just looking into your request and see that Risk and Payments is actively investigating it. During this time the account will remain locked. Once their investigation is complete you will be notified via email. For further assistance, please reach out to our 24/7 Live Customer Support Chat!

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23322085
  
  I am rejecting this response because:

  Ty for updating me on the status of the review of the account.  I would like to mention that the I gaming site has received all deposits from the source they were made from (the checking account in my name and the funds owned by me) and has been provided with a bank statement and a screenshot of the bank account showing the transactions.
  
  Sincerely,
  
  ****** *. S******* Jr.

  

  Business Response

  Date: 05/16/2025

  Hey ******,

  While we cannot disclose much more info over a public forum such as this, you'd want to keep an eye on your email as you'll receive a follow-up correspondence as soon as that review has been completed. I've let the risks/payments team know the information that you just told us. You also can visit live chat at any time as they are open 24/7

  Thanks,
  Bet Rivers Support Team

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23322085
  
  I am rejecting this response because:

  Ty for the update.  The account has been locked since May 8th, 2025 and it was confirmed several times in their live chat that an automated system locked the account and it was not locked by the staff.  The staff has acknowledged that it was locked by the automated system, and continues to be uncertain as to why the automated system locked the account.  It is the responsibility of a licensed casino or I gaming site in ************ to know why the automated system locked the account.
  
  Sincerely,
  
  ****** *. S******* Jr.

• Initial Complaint

  Date:05/12/2025

  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.

  On Friday 5/9 My account was locked for no reason, and I have yet to be given any updates. I have a large balance on the website I wish to withdraw, and I am not being allowed to. I have not violated any of the **** I have spoken to support via chat, email, and phone all to be told I must wait but never given any time line or updates. I would like my balance withdrawn immediately. Thank you.

  

  Business Response

  Date: 05/14/2025

  Hello ******,

  I have just escalated your account to our Risk and Payments team to speed up the investigation. Once their investigation is concluded you will be contacted via email. If you require further assistance, please feel free to reach out to our 24/7 Live Support Chat!

  Thank You,

  The Bet Rivers Team

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23317908
  
  I am rejecting this response because:

   

  There has still been no changes or updates. It has been over a week. Im locked out of my account and am being denied access to my money without any explanation, or details being provided.
  

  
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 05/19/2025

  Hello ****, 

  While we cannot disclose too much information over a public forum such as this, we can confirm that your account was flagged for a potential violation of our terms and conditions. The account will remain locked while the review is underway, but please keep an eye on your email as you'll receive a follow-up correspondence as soon as this has been finalized. Unfortunately we would not be able to provide an exact time frame as the reviews ultimately vary depending on the severity of the potential violation(s), but as mentioned, please keep an eye on your email for the follow-up.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23317908
  
  I am rejecting this response because this still does not resolve the issue, being told to wait for an undetermined amount of time to be contacted by email is unacceptable. Please contact me or tell me who I can contact who can tell me what the potential violation is, how to get it resolved and my funds released. The pa gaming control board and attorney generals office have also been contacted. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:03/18/2025

  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 was playing a online game and won a bonus. The bonus was a choice at 3 different places. Each place had a different number of lobster traps to pull. Leading me to believe each one is a different prize. Typically when you receive a bonus on most games the system will kick you off the game with no explanation and it did. I logged back in and the bonus had awarded me a dollar something. I'm not excepting that due to the fact I was supposed to have an option at 1 of three places and I didn't. So that tells me the system picked it either because it was in there favor or the because the prizes are all the same amount. In any of those scenarios I was deceived. I've reached out to customer service and they will not give me an answer on why I did not get to make the pick. They just tell me there nothing wrong like they don't get what I'm saying or because they know something is wrong and just don't want to deal with it. I've asked for some credits and ide be on my way and they refuse. I would like answers as to why the system pick the place for me and why I'm not credited at least for the inconvenience and if the answer is because the prizes are all the same then I would like all my money back I've spent with them for deceived thinking I could have been winning a fortune so to speak. I hope you understand where I'm coming from. I know it's a casino but there is standards to the game does

  

  Business Response

  Date: 03/20/2025

  Hello!

   Thank you for reaching out. While we cannot specifically discuss an individual's rounds without verifying the account. We can assure you that our games are monitored and tested for fairness and quality of play to assure that play falls within the ******************* Return to Player (RTP) percentage. If you feel that a round, or game is falling out of these lines then please reach out to us via customer support and we would gladly reach out to our gaming provider to submit a review of the round or rounds in question.  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23084244
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23084244
  
  I am rejecting this response because: I apologize I accidentally submitted my response but I was unfinished with it I didn't get to put in the reason for it
  
  My response is however I do not expect there offer.  They did not offer anything and didn't even have the decency to answer my questions.  So for that I strongly decline there offer of nothing 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/21/2025

  Hello,

  As previously stated we cannot specifically discuss an individual's rounds without verifying the account. We do suggest reaching out to live chat as we are available 24/7. Please report the exact round ID in question as well as the date and time. We can assure you that our games are monitored and tested for fairness and quality of play to assure that play falls within the ******************* Return to Player (RTP) percentage. If you feel that a round, or game is falling out of these lines then please reach out to us via customer support and we would gladly reach out to our gaming provider to submit a review of the round or rounds in question.  

  Thanks,

  Bet Rivers Support Team

• Initial Complaint

  Date:01/28/2025

  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.

  I self suspended on the 24th. You charged me 6 times for $25 on my debit card. This is a scam. Refund my money now

  

  Business Response

  Date: 01/28/2025

  Hey there *********. It looks like you deposited $25 ten times between 12:22:35 AM and 04:08:04 AM. Then you started your cooldown period later that day at 11:17:14 AM. No deposits were made after the cooldown period. If you have any further questions or concerns, feel free to reach out to live chat as we are open 24/7. Have a great rest of your day!

   

  Thanks,

  Bet Rivers Support Team

• Initial Complaint

  Date:01/22/2025

  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 have deposited several thousands of dollars into this business ( sportsbook ). I tried to withdrawal a little money and account was locked. Withdrawals have been canceled and the only responses I get from calling, live support, and email over the last 4 months now are that my account is in review. I just want the account closed and my money remaining in the account, totaling $1586.31 , returned to me. It should not take 4 months for an account review, especially after the several thousands I have spent on this site.

  

  Business Response

  Date: 01/24/2025

  Hello,

   

  Hey there *** *********, it looks like your account was closed due to RG comments. Once any type of responsible gaming comments are made, the account gets locked immediately. This was stated in our terms and conditions that you accepted upon joining our site. Regarding a withdrawal, there hasn't been a withdrawal request from your account since ******************* for a total amount of $214.90. That was approved on 2023-09-08 16:25:42  and sent to your *************** account ending in 0104. There isn't any money in your account and there hasn't been since that last withdrawal attempt. If you have any further questions or concerns, I would advise reaching out to live chat as we are open 24/7 there. I hope you have a great rest of your weekend!

  Thanks,

  Bet Rivers Support Team

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22844761
  
  I am rejecting this response because:

  I filed the complaint over Sugarhouse.  I used the sugarhouse app and all my support questions keep getting answered by bet rivers telling me I have no money in the account.   I am referring to my sugarhouse account, see pictures attached.  There is $1586.31 in the account showing currently when I attempt to log in.  I sent numerous emails and called the numbers on the sugarhouse app and get responses from betrivers telling me I have no active account or money? Im not sure if these books have the same owner or what? 

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

  

  Business Response

  Date: 01/27/2025

  Hello ****, apologies for the confusion. BetRivers and SH do operate under the same umbrella, but I believe the mixup with our last response was a result of your address provided for this complaint being in **. The last response was based off of the status of your OH account. In regards to your PA ********** account, we can confirm that it was flagged for a potential violation of our terms and conditions. Unfortunately the review times for this vary depending on the severity of the potential violation(s), but we have gone ahead and done what we can to have this sped up as much as possible. Please keep an eye on your email as you'll receive a follow-up correspondence as soon as the review has been completed! 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22844761
  
  I am rejecting this response because:

  Still no response for what terms I violated after 3 months other than my account being in review.  I dont even need the account reviewed I want it permanently closed anyways at this point, and money returned to me.  

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

• Initial Complaint

  Date:02/28/2024

  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.

  playsugarhouse.com owes me $283.67 for gambling on their site through the ***********.I have an e-mail from them saying they started the check process on December 18th 2023 I have been in contact with them 10 times with a man named ***** who keeps giving me the runaround.

  

  Business Response

  Date: 03/07/2024

  Hello, and sorry to hear about the frustration here! The missing check has been escalated and is currently being looked in to. Please keep an eye on your email for a follow up correspondence as soon as we have an update on that for you!

• Initial Complaint

  Date:01/04/2023

  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 trying to withdraw money. Ive been using my digital debit card and prepaid cards which are not either on me or a physical card. Theyre asking for the card pictures. For the prepaid card I do not have because why would I keep a prepaid card from Christmas. And the digital cards are not a hard card. They are just doing my digital app. Just wanna withdraw my money from the app so I can be done with this. Ive been going through this with a part of the month now and trying to find a resolution hopefully you guys can help out

  

  Business Response

  Date: 01/09/2023

  Hello, thank you for reaching out! At the current time, we see no pending withdrawals and several that were recently approved. If you have questions about any pending document requests, please reach out to our customer support team who would be happy to help! Thank you!

• Initial Complaint

  Date:11/12/2022

  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 had won a bonus while playing a slot. During said bonus a "server communications" error popped up. As has happened before on other machines I reloaded the page and the bonus was gone. I contacted support and they checked into it. After two days they said it malfunctioned and nothing they could do about it. They refuse to make it right in anyway by referencing the machine saying malfunctions void pays. The reference number is #*******. It had nothing to do with the game but a server issue. It was on thier end not mine as I had not lost internet. I would like them to find what the pay of the bonus would have been as they are all predetermined or them to pay for the cost of another bonus as in the game it happened on you can buy a bonus.

  

  Business Response

  Date: 11/21/2022

  Hello. Thank you for reaching out. Although rare, there may be situations where a game round is unable to finish and ultimately produce a result. This server error is a general disconnection of the game servers and the active game. When this happens, the wager is returned to the player and the round is cancelled. As stated by our customer service team and agreed to by the player upon registration, malfunctions void all pays. If there's anything else we can assist with, please contact our Customer Support Team, available 24/7. Thank you. 

• Initial Complaint

  Date:06/02/2022

  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 gambling at at Rivers Casino online app for quite a few months they wanted proof of my identity which I provided then they wanted proof of my debit card which I provided then they wanted ownership proof of a business I do not own a business but I own a business debit card that is named "***************************** contractin" which I had opened when I had thought about opening a business through with the business but I kept the bank account never had an LLC number I ever had how many times of business license or anyting is this true that River so I can keep gambling there or have my money refunded to me but they absolutely refuse to unless I show them ownership of a company I have two other debit cards one from the cash app which they stopped accepting so in turn I downloaded an app called found it is a business debit card app it is the only one that all casinos seem to accept so I put money from my cash app onto that card to deposit onto the casino now I have gambled ****** in the past few months and cannot withdraw even the money I deposited

  

  Business Response

  Date: 06/24/2022

  After the appropriate ownership verification documents were provided this matter was resolved with the customer. 

  Customer Answer

  Date: 06/24/2022

   
  Complaint: 17214257
  
  I am rejecting this response because after filling for an ein# for a business I do not use and them opening my account back up they limited my deposit methods and I could not use the cards I went through h*** and back to verify I had to call 7 times to speak with a supervisor who finally got my payment methods back , what was the point of making me go through all of that to verify my cards and then not letting me use them are they trying to make a d*** out of me or something because I find that out right nonsense then after asking to be calmed for all of this they completely denied me they're not a forward-facing company I see why because they run everybody in circles about getting their money they make it impossible to solve the problem at hand leaving you stuck in a circle:
  
  Sincerely,
  
  *****************************