Complaints

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

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  TwinSpires.com

  801 Corporate Dr 2nd Floor Lexington, KY 40503-5404

• 

  TwinSpires.com

  PO Box 8510 Lexington, KY 40533

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:04/14/2025

  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 more documents to upload so please get ahold of me and ask me for them. But for now, long story short I deposited money multiple times then I won and tried to withdraw, then they asked for quite a few things and I sent them EVERYTHING they asked for except a passport card instead of drivers license because I dont have one right now and that wasn't good enough they wanted more and more and more and I've still not gotten paid. I requested a check for Exactly $500 $550 and ABOUT $1700 forgot the exact amount on that one and cannot log back in. So would just like to get paid. Thank you!

  Business Response

  Date: 04/22/2025

  Do to unusual activity on the account, additional documentation was requested from *** *******.  Documents that were received had been altered.
   Per the Terms and Conditions listed that were agreed upon when the account was created, “TwinSpires.com also reserves the right to close an account for whatever reason and without explanation, for any reason it deems necessary, including but not limited to for compliance with applicable legal or regulatory requirements, in cases of suspected illegal or fraudulent activity, outstanding funds owed, or other improper or abusive behavior . Except in the case of theft, fraudulent, or other actual or suspected illegal activity, in circumstances in which funds remain subject to ACH returns, credit card chargebacks, or otherwise returned (in which case funds will be retained until all applicable time periods have expired).”

• Initial Complaint

  Date:03/31/2025

  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 been wagering at Twinspires for years. I had approx $153 in my wagering account. I tried to transfer it to my Chase bank account and it wouldn't go through and the problem was Twinspires. I called support and gave them the info they needed. They then told me that money was being held because I owed money on some kind of returned advances with ********** and they were their "affiiate". I told him that was an error and that my bank would not have advanced money to me in the first place if they didn't have the funds in my account. He got very rude with me and basically kept my winnings that I won at TWINSPIRES that had nothing to do with BET AMERICA and a dispute with them from 2022 which I remember they told me there was a glitch or something back then. I don't think********** even exists anymore. I feel in fact my money has been stolen out of my legitimate account with TWINSPIRES and I want a check for the amount taken as soon as possible. The guy from Twinspires seemed confused and was giving me all these amounts and saying he "misspoke" and I have no idea what he was talking about. The fact is we opened an account with TWINSPIRES. They were only too happy to take my deposits and allow my wagers and show my winnings on my account on numerous occasions only to do something like this when I tried to make a withdrawal . I even had two races still bet and when I tried to log back in I couldn't. I see you have had success in helping other people they were not paying and hope you can help me too. Thank you!

  Business Response

  Date: 04/13/2025

  At this time the account is closed and will remain closed until debt paid on the account that owes funds.  A check has been processed for the remaining funds and mailed to the address on file.  Please allow up to 15 business days to receive the  check.  If during random checking of accounts, it is found that there are multiple accounts in the same household and one account owes money, all accounts at the same household are disabled until the one with the debt is paid.  

  Thank you, 

• 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.

  The site ************** is fraudulent, they accept credit card money for betting on horses. Lure new users with lucrative bonuses. In the end, if you win something from them, they simply block the account at the time of withdrawal. They ask you to send them photos of your personal documents and means of payment, in my case a credit card. Anyone knows that this is not allowed. Specifically, I made a deposit of $500, won around $1000, I withdrew about $400, the rest of the amount they blocked along with my account without explanation. Management of **************, do you want a lawsuit? Let's meet you in court, I want a company like you to never be on the market again.

  Business Response

  Date: 03/20/2025

  Players account was flagged for suspicious activity.  We requested ID docs and proof the Credit Card used is in their name.  This is standard for flagged accounts.  At this time she has been notified the account is active and she can make the withdrawals she requested. We did not keep her funds we were simply waiting for the additional documentation we had requested to verify certain account activity.  

  There is no refund do, as her account is enabled for her to withdrawal any funds that are left in the account.  

• Initial Complaint

  Date:01/28/2025

  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.

  TwinSpires opened me an account on Jan. 19, 2025 and received a $205.00 deposit from me. Funds came from my ******* *** checking account funded through my **** **** Only 2 days later I attempted to withdraw $20 from my account as a test as I had some concerns and wanted to verify worked as it should. This is when I found out TwinSpires had locked me out of my account. I called customer service several times over the last few days only to be told conflicting and incorrect information. Essentially they now claim that my initial payment raised flags apparently well after the fact and that they are entitled to confiscate my funds. I requested they close my account and return my deposit to the same card I used to fund the account. The customer service representative insinuated the card was not mine and they now wanted me to send them copies of my back statements, front and back of my Social Security card, Drivers license, a 2nd government ID, utility bills from the same address as my card and a recent W2 with all that info matching the card address I used. If I couldn’t or wouldn’t send it then there’s nothing more and I’m forfeiting my deposit. I have explained numerous times I would not be comfortable sending anyone let alone a company which clearly has problems even processing a simple new account and who’s protocols are obviously incorrectly flagging accounts that information. I have zero confidence they’re even capable safeguarding it. All I’m asking for is my money to be returned and account permanently closed. I have no intention of ever doing business with an organization like this. The charge on my account states Churchill Downs for $205.00 Jan. 19, 2025

  Business Response

  Date: 01/28/2025

  We have processed a check withdrawal to the address on file on the account and account will remain closed until player provides documentation that was requested.  Below is email sent to player 

   

  This flag is for the security of not only our site but you as well.  Deposits being made by a credit card then without any wagering funds being withdrawn to a different method does raise a flag.  This is why we ask for the documentation that we do.  To verify that it is in fact you that opened the account and you that used your personal credit card to fund it.  This protects you against your information being used to set up a wagering account and it being funded without your knowledge and us from fraud as well.  We do ask you to provide the documentation to verify that this is in fact Allen Fogarty who made the account, funded it and requested to withdrawal funds.  I will not be processing a withdrawal to a different bank account. I will request a check to be sent to the address on file on the account.  If you wish to open and use the account we would require the additional information to verify account set up.  
   
  If you have any questions please feel free to contact us. 

• 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.

  About over a month ago I payed 2,000 to twin peaks by accident.I was going to bet 500 dollars . But I made a decision this is not a good idea to gamble. So I pushed deposit when I should have pushed withdraw. I pulled out 2,000 dollars out of my account on accident. They put a hold on my refund because I didn't make a bet. They have received all the proof of my identity driver's license social security card cox bill statement in my name with address and bank statements with my name on it from ****** I like to resolve this issue and get my refund back of 2,000 dollars. I seem to be getting no where and there giving my the round about. Thank you and this is the second time I have wrote to you because I forgot to put my email in.

  Business Response

  Date: 01/27/2025

  We have processed the withdrawal to the address on file. *** ******** has been notified via email of all information regarding his account and the withdrawal.  He has been advised to please reach back out with any other issues.  
  

• Initial Complaint

  Date:01/22/2025

  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.

  Received a letter in the mail saying I owe them $2000 and some change... just wondering what this is about? I do not recognize this charge

  Business Response

  Date: 01/22/2025

  Please contact us at ************** to discuss the account.  We can not provide details of personal account through this complaint.  We are open 7 days a week from 9am - 10pm EST.  You may also go to ****************** and choose to chat with a live agent as well. 

   

  Customer Answer

  Date: 01/22/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  
  

  I dont understand you is this fraud or a scam everyone else who contacts you and doesn’t recognize the charges gets a proper response from you on this website I don’t recognize this charge please contact me on here to give me the next steps to stop this collection effort

   

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

• Initial Complaint

  Date:01/15/2025

  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.

  My personal information was comprised and fraudulent charges hit my Visa. *** ************** charge hit my account June 17, 2024 in the amount of $600 for wagers. I had never heard of this company and I have never had an account. The fraudulent charges were immediately disputed and bank account numbers were changed. Twinspires.com returned the funds to Visa, who returned the funds to my credit union, who returned the funds to my account. Twinspires.com then mailed a demand letter to pay the $600. The balance is now in collections. They are unwilling to provide information regarding the fraudulent account - and even though it was found fraudulent and funds were returned, they continue to harass me to pay the balance.

  Business Response

  Date: 01/20/2025

  All accounts that have a balance due for more than 45 days, do get sent to outside collections.   Multiple emails as well as collection letter is sent before that.  Once we are notified that someone has claimed fraud, we do ask for a police report. This not only helps us but also helps the consumer, as to create an account with us you must have full personal information including DOB, Social Security number and up to date address information as well.  If the consumer did not set up the account, this means their personal information has been compromised and a police report for identity theft becomes  valuable thing to have, as usually these scammers do not stop at just opening one account at one place with your information.  Once that is received we do go ahead and remove that account from outside collections, the wagering account is permanently blocked and no further collection attempts are made.  

  This is a standard policy if anyone is stating they never created the wagering account. 

  Customer Answer

  Date: 01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: we did not receive emails regarding the balance, as the account was fraudulent and email address used was not ours. A police report was submitted. It was vey much a formality required only by Twinspires. The police would not investigate because Twinspires returned the funds. Obtaining a police report was added stress to a victim of identity theft and waste of time for all parties. Every other retailer accepted the fraud and did not come after us for the money. The bank considered this matter resolved as the funds were returned. My recommendation would be to go after whomever has access to the email address used for the account. I would like confirmation in writing that the fraudulent account is closed and our personal information is removed from Twinspires records, in addition to a written letter confirming this matter has been resolved and collection efforts stopped.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/29/2025

  Notice was sent to *** *** *********** ******* on 01/16/2025 that this debt was a result of fraud and to close out any collections accounts and stop all attempts.  There should not be any further collection attempts as it was closed as fraud.  Our internal system has it marked as fraud as well so we will not be attempting to collect any funds.  If you received any letter that was dated prior to 01/16/2025, please disregard it as the collections account has been closed. 

   

  Customer Answer

  Date: 01/29/2025

  
  Complaint: ********
  
  I am rejecting this response because: I requested removal of my personal information - to be destroyed and/or deleted - from their records. The response does not address this. They are unwilling to provide what personal information they have, so I am unsure what should be destroyed or deleted. My bank and the police officer thought this business was trying to scam us. So I am VERY uncomfortable with them retaining any personal information.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/17/2024

  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.

  I have the same problem as the other person filing a complaint about twinspire. I have never used them yet they are saying I owe $275. Now I need to file a report and jump through hoops.

  Business Response

  Date: 12/19/2024

  If someone claims they did not create an account, we do ask for a police report to be filed. This is something that is beneficial to the victim as they will need it in the future as that means their identity has been stolen and used to create the account.  To open an account you have to have Name, DOB, last 4 of social, address which is verified against a 3rd party verification system.  Police reports helps us as well as sometimes the police will decide to open a case and subpoena information to go after those responsible.  

  Once a police report is received we close the debt owed and account can never be opened again.  

   

• Initial Complaint

  Date:12/02/2024

  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.

  It takes an act of God to get them to pay you anything. I have a balance of $100.23. They allow me to gamble with it but they are refusing to return the money to me which is my prerogative.

  Business Response

  Date: 12/05/2024

  *** ***** did a deposit on 11/29/2024 using our ACH Funding option.  ACH takes 4 days to process through both bank accounts.  During that 4 day period you can not withdrawal that deposit amount.  If you win, you can withdrawal any winnings above that deposit amount, but as long as you have an ACH deposit pending in our system (which it stays pending for the 4 days until the process completes through both bank accounts)  you can not withdrawal that amount until that deposit clears.  

  The clear date was Dec 3rd.   On Dec 3rd that transaction cleared and *** ***** did withdrawal the funds left in his account balance.  ACH is not an instant service, it is basically an online check that we have to let clear both bank and ensure it is a valid bank account and we receive the funds before we let those funds be withdrawn,  yes you can use those funds to wager with but can not withdrawal them until the original deposit clears. 

  I hope this helps clarify the situation. 

   

• Initial Complaint

  Date:11/04/2024

  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.

  Received a letter from Twinspires stating that i owed $275 and i had 14 days to keep my account in good standing or it would be turned over to collections and could affect my credit. I have never had an account with Twinspires and have never done online gambling. I talked to *** at twinspires fraud dept and she said i needed to file a police report stating i never opened the account. This sounds suspicious so i called local police and they have never heard of this either. Could you let me know if this is legit or a scam. I asked *** to give me the last 4 digits of the account and she couldnt do that. She said it was paid through EZpay. Any help would be appreciated.

  Business Response

  Date: 11/04/2024

  The reason we ask for you to file a police report if you are claiming fraud, is for your protection. To open a wagering account someone would have had your full name, address, Date Of Birth, and last 4 of your social.  This is you filing a police report for identity theft.  Sending us a copy of that reports helps verify this is a fraudulent account and is needed to cease all collections efforts.  ************** is a valid horse wagering website owned by Churchill Downs the home of the Kentucky Derby.  

  We are not trying to scam you in any way, we send out the collection letters because that might be the only way someone finds out their identity was stolen and has been used to make accounts.  

  Hope this helps clarify why we ask for you to file a police report.  It will benefit you going forward if any other accounts were opened as well.