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:03/10/2025

  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.

  On 2/25/25 as I attended my uncles funeral and memorial service ceremony from the early morning until 11 pm that evening on or around 10am I stoped at a gastation and dropped my wallet included my debit card and drivers license. My entire account was drained of $6172.75 made of 7 transactions minutes from each other. I have filed a police report with my ****************** and my financial institution and they have refused my claim because EvEri has refused to reverse charges that were fraudulent and if you notice these transactions there made minutes apart stemming from $1037.50 to $520 totaling $6172.75.

  Business Response

  Date: 03/27/2025

  Thursday, March 27, 2025
  
  Better Business Bureau
  Business Relations
  ATTN:  ****** ******
  
  RE:   Consumer: ****** *******
  Complaint Case #: 23042755
  Date of Complaint: March 24, 2025
  
  
  To Whom it May Concern,
  
  I would like to respond to the complaint received by Everi Payments Inc. on March 24, 2025, regarding a series of allegedly fraudulent ATM and PIN POS cash access transactions on card number ending 3843 on February 25th, 2025, at various California Casino Resort locations.
  
  Thes types of PIN based transaction are governed by Federal regulation E, which states, A financial institution must promptly investigate any alleged error, determine whether the error occurred, and transmit the results of its investigation and determination to its customer within ten (10) business days after receiving notice of an error (20511(c)(1)).  In order to comply with regulation E and ensure that the cardholders rights are fully protected, Everi Payments refers cardholders to their card issuing financial institution when a billing error is alleged.  The cardholders contact with their issuing financial institution typically will result in a chargeback sent to the device operator, Everi, in this case, for the disputed amount.
  
  The investigation initiated by Everi upon receipt concern indicated that Mr. ******* has not disputed these transactions with his ************ in such a way that the bank initiated a chargeback.  Additionally, it should be noted Everis investigation also determined, by way of review of both device and platform logs, a confidential and private Personal Identification Number (PIN) was present during the transactions.
  
  I encourage Mr. ******* to continue working with the local law enforcement and his issuing bank to further investigate and resolve his concern.
  
  Sincerely,
  
  
  ****** *******
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e *************************************************************
  
  CC: **** ********
  

• Initial Complaint

  Date:11/27/2024

  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 was at ************* on 11/23/24 I used a ATM when I put my card in the first thing it did was Showed My Account Balance and I was ************ at same time because if anyone else could have seen it also Why would it do that ? I have Never seen this before! What would have Happened if Someone else Seen that also This is Very **************************** You PMSievers Please do Something Before Someone isn't as Great full as I was that No was around to See it.

  Business Response

  Date: 12/06/2024

  Friday December 6, 2024
  
  
  Better Business Bureau
  Business Relations
  ATTN:  ****** ******
  
  
  Consumer: ******** *******
  Complaint Case #: 22604047
  Date of Complaint: 11/27/2024
  
  
  To Whom it May Concern,
  
  I have been in contact with Ms. ******* and provided her with the information to explain the reason behind her concern.  I hope she finds the information satisfactory to resolve her concern, however, should he have any questions or concerns, I encourage Mr. ******* to contact me at either the email address or phone number provided in my signature below.
  
  
  Sincerely,
  
  ****** *******
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e *************************************************************
  
  CC:       **** ********
              VP Settlement and Security

• 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.

  I was wondering on atm machine in casino says charge 4.99 on everi machine doesnt say any other charges so when I look on my bank statement everi takes another charge of 2.50 why is that if it dont say it on machine

  Business Response

  Date: 11/07/2024

  November 7, 2024
  
  Better Business Bureau
  Business Relations
  ATTN:  ****** ******
  
  Consumer:  ****** *******
  Complaint Case #: 22505659
  Date of Complaint: 11/04/2024
  
  To Whom it May Concern,
  
  Many banks charge their customers a fee for using non-bank or out-of-network ***s (each, a foreign ***) to conduct transactions and/or balance inquiries. These fees are set by the financial institution who issues the card and will vary from bank to bank and between accounts. A foreign *** operator such as Everi would have no knowledge of the potential existence or amount of service fees charged by a particular bank to its customers related to its customers use of foreign ***.  However, when a bank charges its customer a fee for using a foreign ***, the fees charged to the customer by his or her own bank are required to be disclosed to the consumer in the account disclosures made by the bank both (i) when the account is opened and (ii) on the monthly statement when the fee is charged. (See Truth in Savings Act (Reg DD) 12 CFR 1005.7(b)(5), and 12 CFR 1005.9(b)(3)).)  Although Everi is not specifically required to do so, Everi also provides an on-screen warning to consumers who use the stand-alone ***s and *** enabled kiosks that Everi operates, which states that their financial institution may charge a fee for conducting a balance inquiry.
  
  
  Everi reached out to Ms. ******* by way of the email address supplied in the complaint to provide a sample of the *** screen stating that their financial institution may charge a fee for completing an *** transaction including a cash withdrawal.  I encourage Ms. ******* to reach out to me directly should she have any further questions or concerns.
  
  Sincerely,
  
  ****** *******
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e *************************************************************
  
  CC: **** ********
  

• Initial Complaint

  Date:08/14/2024

  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 requested a Chash Advance on July 19, 2024 at ************** in ********************. As I approached the teller with my receipt to retreive my cash in the amount of $2,400.00, I was informed that the system was down but the money would be sent back to my account within 2 hours. 2 hours came and went, and the money was never returned. I was informed by Everi customer service representatives later that day that it would take 7-10 business days for me to receive my money back into my account. 10 business days came and went. After countless hours on the phone searching for answers, I would be informed by Everi representatives that the money was sent to my account on July 31, 2024, and that I would have to wait 7-10 business days from that date. Today is August 13, 2024. My bank has confirmed there is no sign of an incoming ACH, credit, reversal, or deposit. Everi has stolen a total of $2,548.95 from me and refuses to return my money. I am often placed on hold only to be hung up on when I reach out to Everi. When I do get ahold of anyone, I am told that the money was sent and there's nothing that can be done.

  Business Response

  Date: 08/20/2024

  Wednesday August 20, 2024
  
  
  Better Business Bureau
  Business Relations
  ATTN:  *************************
  
  
  Consumer:  *****************************
  Complaint Case #: 22141252
  Date of Complaint: 08/14/2024
  
  
  To Whom it May Concern,
  
  I can confirm a credit adjustment for the amount in question was submitted to card number ending 4168 on August 14th, 2024.  Please note it is the responsibility of the Card Issuer to post the credit to the cardholders account.
  
  Should he have any questions or concerns, I encourage ********************** to contact me at either the email address or phone number provided in my signature below.
  
  
  Sincerely,
  
  ***************************
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e ***********************************
  
  CC: *************************

• Initial Complaint

  Date:08/12/2024

  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.

  July 11, 2024 I withdraw $400 + $8.99 fee charge from Everi atm machine at ***********************. No fund dispensed and no printed receipt after the transaction declined. I did see cage cashier about what happened with my transaction, no funds came out. She said, the machine do not accept Business debit card.

  Business Response

  Date: 08/20/2024

  August 20, 2024
  
  Better Business Bureau
  Business Relations
  ATTN:  *************************
  
  RE:   Consumer: *********************************
  Complaint Case #: 90229239
  Date of Complaint: August 13, 2024
  
  
  To Whom it May Concern,
  
  I would like to respond to the complaint received by Everi Payments Inc. on August 13, 2024, regarding an ATM cash withdrawal transaction in the amount of $408.00 on card number ending 6809 that allegedly failed to dispense on July 11, 2024, at *********************************.
  
  This type of PIN based transaction is governed by Federal regulation E, which states, A financial institution must promptly investigate any alleged error, determine whether the error occurred, and transmit the results of its investigation and determination to its customer within ten (10) business days after receiving notice of an error (20511(c)(1)).  In order to comply with regulation E and ensure that the cardholders rights are fully protected, Everi Payments refers cardholders to their card issuing financial institution when a billing error is alleged.  The cardholders contact with their issuing financial institution typically will result in a chargeback sent to the device operator, GCA in this case, for the disputed amount.
  
  Everi did receive a chargeback for this transaction and the following investigation determined, by way of reviewing device logs,that the cash did successfully dispense, and no credit adjustment is due.
  
  Should he have any questions or concerns regarding this response, I encourage ******************** to contact me directly at either the phone number or email address found in my signature below.
  
  Sincerely,
  
  
  ***************************
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e ***********************************
  
  CC: *************************
  

• Initial Complaint

  Date:08/01/2024

  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 went to the every atm in *******. I attempted to withdraw ****** with the fee. But it was 400. ATM did not dispense anything. About two other people were there and advised me after the machine is not working. I need my funds back into my account asap

  Business Response

  Date: 08/07/2024

  Wednesday August 7, 2024
  
  
  Better Business Bureau
  Business Relations
  ATTN:  *************************
  
  
  Consumer:  ***********************
  Complaint Case #: 22074554
  Date of Complaint: 08/01/2024
  
  
  To Whom it May Concern,
  
  I can confirm a credit adjustment for the amount in question was submitted to card number ending 1808 on August 1st, 2024.  Please note it is the responsibility of the Card Issuer to post the credit to the cardholders account.
  
  Should he have any questions or concerns, I encourage ************ to contact me at either the email address or phone number provided in my signature below.
  
  
  Sincerely,
  
  ***************************
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e ***********************************
  
  CC: *************************
  

• Initial Complaint

  Date:06/28/2024

  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.

  On May 8 ******************************************************************* I had to dispute these charges with the merchant before they start a formal investigation the charges are as follows ****** 5.27 pm ****** 5.48 pm ****** 6.15 pm ***** 6.40 pm ****** 6.51 pm ****** 7.31 pm These charges are fraudulent and please investigate and send me you findings I will attach all the necessary documents to help with your investigation

  Business Response

  Date: 07/09/2024

  July 9, 2024
  
  Better Business Bureau
  Business Relations
  ATTN:  *************************
  
  RE:   Consumer: *************************
  Complaint Case #: 21914395
  Date of Complaint: May 9, 2024
  
  
  To Whom it May ***************** would like to respond to the complaint received by Everi Payments Inc. on June 28, 2024, regarding several ATM cash withdrawal transactions in the amounts of $104.00, $104.00, $84.00, $124.00, $144.00 and $184.00 on card number ending 1620 for which the cardholder is alleging fraud.
  
  This type of PIN based transaction is governed by Federal regulation E, which states, A financial institution must promptly investigate any alleged error, determine whether the error occurred, and transmit the results of its investigation and determination to its customer within ten (10) business days after receiving notice of an error (20511(c)(1)).  In order to comply with regulation E and ensure that the cardholders rights are fully protected, Everi Payments refers cardholders to their card issuing financial institution when a billing error is alleged.  The cardholders contact with their issuing financial institution typically will result in a chargeback sent to the device operator, GCA in this case, for the disputed amount.
  
  The investigation initiated by Everi upon receipt of the bank disputes, determined, by way of review of both device and platform logs,a Personal Identification Number (PIN) was present during the transaction and the cash did successfully dispense. Therefore, the bank disputes were denied and associated documentation provided to the card issuer.
  
  I encourage ************** to work with local law enforcement and his issuing bank to further investigate and resolve his concern.
  
  Sincerely,
  
  
  ***************************
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e ***********************************
  
  CC: *************************

• Initial Complaint

  Date:06/24/2024

  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 tried to take money out of the atm last night at the **************** in ******** oh and the first 600 with fees 608 didnt dispense.This happened at 10:08. I recorded the machine. ************** came to help. I want my money back.

  Business Response

  Date: 06/27/2024

  Thursday, June 27, 2024
  
  
  Better Business Bureau
  Business Relations
  ATTN:  *************************
  
  
  Consumer:  *************************
  Complaint Case #: 21889477
  Date of Complaint: 06/24/2024
  
  
  To Whom it May ***************** can confirm a credit adjustment for the amount in question was submitted to card number ending 7473 on June 26, 2024.  Please note it is the responsibility of the Card Issuer to post the credit to the cardholders account.
  
  Should he have any questions or concerns, I encourage ******************** to contact me at either the email address or phone number provided in my signature below.
  
  
  Sincerely,
  
  ***************************
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e ***********************************
  
  CC: *************************
  

• Initial Complaint

  Date:06/05/2024

  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.

  This company has faulty ATMs in a Cleveland ****** that steals peoples money and they try everything they can to make you look like youre a thief thats lying about the money that you never got. Have been calling these people for days trying to get back a ***************************************************************************** even though they know I didnt get the money their is nothing they can do until my Bank conducts an investigation thatll probably take a month when it too the *********************************************************************************************** charge fired immediately! These people have shown no interest in being honest and upright about their fault in their broken ATMs and something needs to be done

  Business Response

  Date: 06/11/2024

  Tuesday, June 11, 2024
  
  
  Better Business Bureau
  Business Relations
  ATTN:  *************************
  
  
  Consumer:  *********************
  Complaint Case #: 21805202
  Date of Complaint: 06/05/2024
  
  
  To Whom it May ***************** can confirm a credit adjustment for the amount in question was submitted to card number ending 3296 on June 5, 2024.  Please note it is the responsibility of the Card Issuer to post the credit to the cardholders account.
  
  Should he have any questions or concerns, I encourage ********** to contact me at either the email address or phone number provided in my signature below.
  
  
  Sincerely,
  
  ***************************
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e ***********************************
  
  CC: *************************
  

• Initial Complaint

  Date:05/09/2024

  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.

  On April 26, 2024 I was at the ************** in *******, ** when I used the atm there to withdraw cash from my *********** credit card on the amount of $280. I selected the amount and keyed in my pin code but the screen reverted back to the original screen. There was no indication of cash being withdrawn and nothing came out of the machine.I thought maybe I didn't have enough in my account so I attempted a second time but it didn't go through. I checked my credit card app and it showed $283 + $8.49 cash advance Fee was charged. I called *********** and filed a claim the same day. On May 6, 2024 I was contacted via app by *********** and advised Everi provided proof that cash was dispensed. I called Everi at ************** and filed a claim the same day and explained video or a cash count on the machine should prove my claim. I provided my phone number and email. I never received a call or an email. I am resorting to filing a bbb complaint.

  Business Response

  Date: 05/14/2024

  May 14, 2024
  
  Better Business Bureau
  Business Relations
  ATTN:  *************************
  
  RE:   Consumer: ***************
  Complaint Case #: 90229239
  Date of Complaint: May 9, 2024
  
  
  To Whom it May ***************** would like to respond to the complaint received by Everi Payments Inc. on May 9, 2024, regarding an ATM cash withdrawal transaction in the amount of $283.00 on card number ending 1670 that allegedly failed to dispense on April 26, 2024 at *********************.
  
  This type of PIN based transaction is governed by Federal regulation E, which states, A financial institution must promptly investigate any alleged error, determine whether the error occurred, and transmit the results of its investigation and determination to its customer within ten (10) business days after receiving notice of an error (20511(c)(1)).  In order to comply with regulation E and ensure that the cardholders rights are fully protected, Everi Payments refers cardholders to their card issuing financial institution when a billing error is alleged.  The cardholders contact with their issuing financial institution typically will result in a chargeback sent to the device operator, GCA in this case, for the disputed amount.
  
  Prior to submitting a complaint to the BBB, *********** reached out to Everi directly and an investigation was initiated.  This investigation determined, by way confirmation in both device logs and by Tulalip Resort Casino the cash did dispense, and no credit was due.
  
  Should he have any questions or concerns regarding this response, I encourage ************ to contact me directly at either the phone number or email address found in my signature below.
  
  Sincerely,
  
  
  ***************************
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e ***********************************
  
  CC: *************************
  

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21687685
  
  I am rejecting this response because:

  The cash was not dispensed. Please provide the video footage where it shows that because it does not exist.

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

  Business Response

  Date: 05/22/2024

  May 22, 2024
  
  Better Business Bureau
  Business Relations
  ATTN:  *************************
  
  RE:   Consumer: ***************
  Complaint Case #:90229239
  Date of Complaint: May 15, 2024
  
  To Whom it May ***************** would like to comment on Mr. ***** rejection of our original response to his initial complaint dated May 9, 2024, regarding an ATM cash withdrawal transaction in the amount of $283.00 on card number ending 1670 that allegedly failed to dispense on April 26, 2024, at *********************.
  
  As we stated in our initial response, this type of PIN based transaction is governed by Federal regulation E, which states, A financial institution must promptly investigate any alleged error, determine whether the error occurred, and transmit the results of its investigation and determination to its customer within ten (10) business days after receiving notice of an error (20511(c)(1)).  In order to comply with regulation E and ensure that the cardholders rights are fully protected, Everi Payments refers cardholders to their card issuing financial institution when a billing error is alleged.  The cardholders contact with their issuing financial institution typically will result in a chargeback sent to the device operator, GCA in this case, for the disputed amount.
  
  As part of our defense of the chargeback received from Mr. ***** card issuer, Everi is obligated to review the device logs associated with the transaction.  During that review we determined the cash was successfully dispensed.  Provided below is a portion of the device log indicating the notes were dispensed and removed from the device within 8 seconds.

  
  
  
  
  Sincerely,
  
  ***************************
  Manager, Research and Patron Services
  Everi Payments, Inc.
  p ************
  e ***********************************
  CC: *************************

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21687685
  
  I am rejecting this response because:

  The atm didn't dispense the funds. Please obtain the video as your log must be mistaken. 
  
  Sincerely,
  
  ***************