26 Customer Reviews
Sort By
Review from nicholas m
1 star09/05/2024
Absolute trash both online and in person. Don't waste your time in either.
Firekeepers Casino Response
09/07/2024
We are disappointed that the guest had a disappointing experience. If they provide further information, we will be happy to investigate further.Review from Robin B
1 star08/27/2024
Worse online site to play on.They have no customer support other then online.Do not play this site.Firekeepers Casino Response
08/29/2024
The withdrawal was requested on the 24th, we reviewed and requested docs on the 26th, and the docs were accepted on the 28th. The withdrawal was processed on the 28th.Review from Shari A
1 star08/18/2024
Should be shut down. I couldn’t cash out just like most of complaints here. They kept asking for bank statement on a pre-paid debit card that I used months ago( threw away after loaded). I had been using my bank debit for deposits since then (which they have a copy on file). Sounds like a class action lawsuit may be order to stop the scamming! They claim following MI law but no other online casino request this info. Copy of front and back of card and easy cash out. They need to be checked into.Review from Barry H
1 star05/07/2024
I've been waiting for withdrawal for over a week. It says approved but still nothing. It's the hardest online casino to withdrawal from. Seems like a scam. They had no problem taking my money but won't pay out. SMH!Firekeepers Casino Response
05/08/2024
We were waiting for him to verify his ACH. It was received yesterday and his withdrawal was approved.Review from Gary J
1 star05/01/2024
I provided my phone number for rewards couple weeks ago they must sell the info i now get 20 to 50 spam calls or texts every day since DO not provide a phone number this is miserable every 10 to 15 minutes i wont give one starFirekeepers Casino Response
05/13/2024
We are a privately owned, one casino company. Your information is not being sold by us to anyone.Review from Scott B
1 star04/29/2024
Im trying to withdrawal my money and nothing is working. Cant do a ach withdrawal for some reason.. cant do a okay plus cause they keep canceling it. I want my money sent to me either reverse debit or a check! This is craziness.Firekeepers Casino Response
05/01/2024
While it may be frustrating for the guest, standards must be in place to limit fraud in igaming. We must protect the actual account holders funds. First, patron submitted his withdrawal on the 29th, late evening and we requested documents the following day. He will need to upload an image of the card used for the deposit.Second, the patron did have a withdrawal that was canceled but it was due to his own doing as the requested withdrawal was for more than the total funds in account. The system automatically canceled it.Our Risk Team sent him an email this morning, explaining his document request.Review from Jordan F
1 star04/14/2024
I deposited money while using their online app from my bank account which also happens to be an account linked to my business account. I am self employed and work out of my home. The account has both my name and business name. Has my home address, matches my ID and matches the voided check I provided. Not they want my bank statement.... for what???? They had no problem depositing money from my bank account onto the app in order for me play. NOW, they are saying that they cannot accept the check voided for proof to give me my winnings because it is a business account. So with that said shouldn't they refund me the money they happily and readily took out of my account?? All I want is the money I won - which is less than what I spent. So they are still getting money from me. Other online apps have my winnings readily available using other means such as Venmo and I didn't have to prove anything as I filled out the appropriate info when I originally registered with the apps. Very unprofessional and quite daunting as the money coming out of the account is no big deal, but then road blocks in order to get any winnings back.Firekeepers Casino Response
04/15/2024
It's always 100% the right of the consumer to submit a complaint. But, today (4/15) guest advised the needed document would be provided today.Consumer did upload a voided check, as stated in complaint, but it was for the incorrect bank account to which she was advised. Correct document sent today and withdrawal was processed.Review from Lissy D
1 star04/10/2024
Horrible casino! Had a "Karen" demand that I leave my seat so she could use the machine that I wasn't using. I told her I was sitting with my friend. My friend saw her sticking her ticket into the machine before I left my chair! Ugh! Also, the machines don't pay out.Firekeepers Casino Response
04/11/2024
Good Morning, We are greatly disappointed to read of your negative experience. It is a challenge for a business when another member of the public does something such as this. I wish you had reached out to a member of the slot department or security to assist with what sounds like a bullying situation. All guests should feel comfortable enjoying the available game of their choice. We sincerely apologize that a guest did this to you.Review from Timeka C
1 star04/08/2024
I was discriminated against 4 times while residing at this hotel. I only reported two because they were the most relevant. I also contacted all parties of management and security supervisor. I was so upset, I ended up in the hospital! I have my diagnosis! This is crazy! And to think we live in 2024! How is this still even possible!? Have we not learned anything from history! Shame Shame Shame on them!Firekeepers Casino Response
04/11/2024
As a tribally-owned casino, any type of discrimination is completely against the culture. We would like to learn more about these issues, so could you communicate some of the issues to us at [email protected]? We would greatly appreciate hearing from you.Review from Mario G
1 star02/12/2024
Firekeepers has no problem accepting your deposits but drags its feet for withdrawals.I am on week two and I keep getting a vague email that says "We attempted to approve a withdrawal from your gaming account for $3600.00 on 2/12/2024. Unfortunately, the transaction did not arrive correctly at our payment provider. Though this is rare, we recognize that it inconveniences our customers. These funds have been credited back to your gaming account. You should notice them within the next ***** minutes, if not already." You think that they would work harder to resolve the issues but it takes days where other online casinos take hours. Then the send you marketing emails to entice you to come back and play when they put the money back in your account. Horrible customer service.Firekeepers Casino Response
02/14/2024
Appears that the guest received all funds at FireKeepers via a Cage Withdrawal. The delay was on the payment provider side, where they wanted more information from the guest - for whatever reason. That's why we on the Firekeepers side approved the original withdrawal but the third party the guest was using declined the payment.
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.