Complaints

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I played the game stellar joker and it was winning every once in a while but then I noticed my balance didn't increase at all. In my transaction history it shows how many times I spun on the game and says I didn't win one time but if you click on the more details it actually shows the spins being spun and shows I infact did win. ******* is saying that they checked and there is no unpaid wins pending or anything. They said my beginning balance was my end balance. I've marked my beginning and ending balance in the picture.

  Business response

  07/18/2024

  July 18, 2024
  
  ****************************
  Information Specialist
  BBB *********, ******
  
  Re:  *********************** case # ********
  
  Dear ****************:
  
  Please accept our sincerest apology for any frustration **************** has encountered while playing Stellar Joker.  WynnBETs Customer Support team has been in contact with **************** and the findings of the game provider have been provided to him.  ******* believes this issue has been resolved while in direct communication with ****************.
  
  Thank you again for notifying us of this concern.

  Customer response

  07/19/2024

   
  Complaint: 21978923
  
  I am rejecting this response because:
  How was it resolved? You tried to tell me I was wrong and I didn't win.
  Sincerely,
  
  ***********************

  Customer response

  07/21/2024

  Received this email stating that they have not resolved the issue.

  Business response

  08/09/2024

  August 9, 2024
  
  ****************************
  Information Specialist
  BBB *********, ******
  
  Re:  *********************** case # ********
  
  Dear ****************:
  
  Thank you for your recent correspondence. WynnBETs Customer Support team has been in direct contact with ****************.  An investigation was completed by the game provider and we have contacted the player to reiterate the findings. There will be no further action on this matter for the findings support that **************** was appropriately paid out.
  
  Thank you again for notifying us of this concern.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I downloaded the Wynn Slots app in late December 2023, after visiting ********* and being told that playing in the app would help me receive comp stays at ******** hotels.In less than a month, I have already had 3 issues with them. In one case, they charged me TWICE the advertised rate for a coin purchase. In the other instances, they've made small unathorized charges to my credit card that were rejected because they couldn't provide an invoice for in-app purchases.Two weeks ago, I opened a ticket with the app's Help desk. No answer so far. At this point, I have submitted a request to close my account, as I am concerned they are thinly veiled scammers.

  Business response

  01/25/2024

  January 25, ****
  ****************************
  Information Specialist
  Better Business Bureau
  Re: *****************************- Case # ********

  
  Dear ****************,

  
  We appreciate you taking the time to bring ********************************* concerns with the Wynn Slots Application to our attention, and we sincerely regret any inconvenience the player may have experienced. The player initially reached out to us on January 2, ****, at 11:39 pm PT, reporting an issue where a purchase of $9.99 coin package was made but was charged $39.98 instead, and we responded promptly.

  
  Upon careful investigation, we observed a total pending charge of $39.98 on the player's credit card, corresponding to two separate transactions made on December 30, 2023, at 5:07 pm PT and December 31, 2023, at 12:41 pm PT, totaling $19.99 each. We understand the confusion caused by the aggregation of charges and potential delays in receipt processing by Apple store. To assist the player, we provided an Apple website link where the player could review in-app purchase history. Additionally, we advised to contact Apple for resolution as they manages in-app purchases.

  
  On January 22, ****, at 1:04 pm PT, ***************************** contacted us again, expressing wish to close the account and delete all the data. We responded within 15 minutes, providing a detailed data deletion process. However, despite our efforts, we have not received further communication from the player.

  
  In our commitment to a fair and proper resolution, we closed the player's account and deleted all the data as per the request. We want to emphasize that we exerted our utmost efforts to address the concerns comprehensively, leaving no stone unturned in the process.

  
  We sincerely hope that this matter will be considered resolved, and we remain dedicated to enhancing our services and addressing customer feedback to ensure a positive experience for all our players. Thank you for your understanding.

  
  Sincerely,
  K M *************************
  Technical Support Lead

  Customer response

  01/25/2024

   
  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.

  One comment:  I never got email from Wynn Slots regarding the resolution of the initial charge, nor for closing the account. I hope ********************** takes this feedback to heart and communicates more effectively in the future.
  
  In any case, I went to the app right now, and saw that the account has been closed. 
  
  Thank you BBB for being such an effective advocate!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a new member who signed up for promotion wager ****** and get ****** in free bets. I wagered and lost ****** but I did not receive the ****** in free bets. I was told that since I withdrew winnings that I was not eligible for the ****** in free bets. Although I withdrew funds I played and lost the entire ****** that I deposited.

  Business response

  04/10/2023

  Please see attached response. 

   

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used this site and have spend well over ****. I have approximately **** bring held based on their claims Im using a minor bank account which is false since minors can not have bank accounts on their own until 18. I tried switching to my other account and they still refuse to give me my money back. I told them to just close my account and refund with no response other than we are reviewing. Do not use this sitethere are plenty others

  Business response

  02/17/2023

  February 17, 2023
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: ***************************** Case# ********
  Dear ****************:
  Thank you for contacting us regarding *********************************** concern.
  
  I would like to express our deep regret for any frustrations ************** has encountered. Due to certain circumstances we need additional time for our WynnBet team to resolve this matter.
  
  ****************, thank you for bringing this matter to our attention, we are hopeful for a positive resolution.
  
  Sincerely,

  ***********************
  Customer Experience Manager

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently downloaded and set-up an account with WynnBET: MI ******************** Having been drawn in by the promise ofBet $100 & Get $50 Free Bet + $50 Casino Bonus, I deposited $100 from my debit card on the app. I then investigated the promo closer and realized that to obtain any of my winnings from the $50 Casino Bonus, a play through of 10x or 25x would be required. Recognizing this was nowhere near feasible for me, I went to withdraw my $100 I had deposited. After a day, I noticed an email from the company that my withdraw had been canceled and my account suspended. After conversing with several employees, I was informed that my $100 deposit would stay with the company at least until I could provide a bank statement for the month of October. Because we are still in the throes of October, I am unable to supply such a statement. Not only that, but I am under the impression that even after obtaining said bank statement, I still may not be able to withdraw the money that I voluntarily deposited! My $100 deposit has essentially now become a loan to the company and is being held hostage. This is the only app I have ever heard of that keeps ones deposit, against their will. Unjust and unethical in every sense of the words.

  Business response

  10/27/2022

  October 27, 2022
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: ********************* Case# ********
  Dear ****************:
  Thank you for contacting us regarding Mr. ********************* recent experience with ********
  
  I would like to express our deep regret for the frustration **************** encountered when withdrawing his deposit from the WynnBET Application. Our WynnBET leadership has since unsuspended his account as well as returned the deposit to the original card on file. Additionally, an email has been sent directly to the guest providing a follow-up and explanation of the reasoning for suspending his account.
  
  ****************, once again, we apologize for any frustrations this caused. Thank you for bringing this matter to our attention.  
  
  Sincerely,
  
  *********************
  Guest Relations

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  **** offers a bonus of 200 free spins in a casino game if you bet a certain amount in a week. I attained this last week. When I played the free spins each spin was saying I won at least $20. This would have been $****. The actual amount added to my account was $48. They tried to correct this and gave me additional spins- same thing happened again. I dont know how the game works or if it's rigged in anyway but it seems to me they should pay what the game was saying I won. If they don't think the entire amount should be paid they should at least make a free play of some sort that is a fair amount for this. When I lose the amount is always taken out correctly, I would expect that they pay when I win. Again if it's some kind of malfunction that wasn't told to me. Compensation should at least be equal to winnings even if it's in a sports free play. I chose billing adjustment as resolution but actually what I would like would be the **** the game said I won. If not I would accept a sports free play of at least half. Also **** acknowledged there game did say that I won that amount with each spin.

  Business response

  10/05/2022

  October 5, 2022
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: *********************************** Case #: 90231089
  Dear ****************:
  Thank you for contacting us regarding *************************************** recent experience with ********
  
  I would like to express our deep regret for the frustration ************************ has encountered when using the WynnBET application. Please know his concerns have forwarded to the appropriate management team at WynnBET. They have been in direct contact with ************************ and will continue to update him as they actively seek a resolution.
  
  ****************, thank you for bringing this matter to our attention.  
  
  Sincerely,
  
  ***************************
  Guest Relations

  Customer response

  10/06/2022

   
  Complaint: 18115188
  
  I am rejecting this response because: This has been going on for weeks.  I have constantly been contacting **** and have received few responses.  They have said that they need a response from the game provider.  In my point of view I play the game on the **** site and they should stand by what their game said I won.  If they come up with a fair solution I will gladly accept their response and continue to use them.  Besides this incident I feel I had a good relationship with them.  In this case it feels like I was stolen from. 
  
  Sincerely,
  
  ***********************************

  Business response

  10/12/2022

  October 12, 2022
  
  ****************************
  Information Specialist
  Better Business Bureau
  
  Re: *********************************** Case #: 90231089
  Dear ****************:
  Thank you for your patience while we worked to resolve Mr. *********** concern. Please know, we have reached a resolution with him directly that is amicable for both parties.  
   
  ****************, thank you again for bringing this matter to our attention.  
  
  Sincerely,
  
  *********************
  Guest Relations 
  
  

  Customer response

  10/13/2022

   
  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

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened an account with Wynnbet here in ******** on July 6th and deposited $30 from my ****** account. The following day, I deposited another $30 which I lost. Seeing that my ****** balance was low, I asked my mother if I could use her debit card to deposit $20 and I would later pay her back. I used her card, the deposit went through without a problem. After spending the $20, I recharged my ****** account and on July 9th, I deposited another $30 again with no issues. Then on July 13th I deposited yet another $30 using my ****** account, again without issue the deposit went through. After depositing, I went to play a slot and I get an error message stating that there is an issue with my account and to contact support which I did. Support said that they would send me an email when the appropriate team responded. I get an email stating to send in a picture of my driver's license and a picture of me holding my driver's license which I did. I was then sent an email stating that along with my ID and me hold said ID, that needed to include one of the following documents: * Quarterly Property Tax Statement (must be recent within two quarters) * Home/Auto/Health Insurance (where name is visible next to address) * Rental Lease Agreement (must be signed by landlord and tenant and notarized) * Recent Posted Mail from Government Agency * Voter Registration Card ** Recent Utility Bill * Bank Statement On July 18th I submit a letter that I just received from my credit union which includes my full name, address, and a date on the letter. I get an email response stating that I needed to send in a bank statement showing the deposit to Wynnbet. I reply stating that I used ****** to deposit and get a reply that they needed a screenshot of my ****** transaction and said that the $20 deposit from the 7th was my mom's debit card. I get a reply that they now need a signed letter from my mom, a picture of her ID. I just want the $30 I deposited refunded to my ****** account.

  Business response

  08/20/2022

  Business Response /* (1000, 6, 2022/08/04) */ August 4, 2022 **************** Information Specialist Better Business Bureau Re: ************ - Case# ******** Dear Ms. ******: Thank you for contacting us regarding Ms. ************'s concern. I would like to express our deep regret for the cumbersome process Ms. ******* encountered when trying to access her WynnBET account. Due to certain circumstances, our WynnBET team needed to verify the identification of Ms. ******* along with specific documentations. The WynnBET team has since received all the documentation needed to enable Ms. *******'s account again. Please be assured that we take these matters very seriously and all efforts are being made to ensure the challenges she experienced have been addressed. Ms. ******, thank you for bringing this matter to our attention. Sincerely, Lindsey M***** Guest Relations Manager Consumer Response /* (3000, 8, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) My account is still locked and I am unable to log in. Business Response /* (4000, 11, 2022/08/18) */ August 18, 2022 **************** Information Specialist Better Business Bureau Re: ************ - Case# ******** Dear Ms. ******: We are in receipt of your correspondence regarding Ms. ************'s rebuttal to our previous letter. After further review, we found that Ms. *******'s account is tied to multiple devices. When something like this occurs, all associated accounts are frozen and an investigation occurs in an effort to protect the security of the payment holder. During this investigation, we require documentation and payment methods used on the accounts. When reviewing the documentation Ms. ******* provided, we found that she was attempting to make transactions on a payment method not in the name on her account. Ms. ******* has been informed that the individual whose name was on the payment method needs to provide the documentation requested and any failure to comply will result in her account remaining blocked. At this time, Ms. ******* has stated the documentation required will not be provided; therefore, the account will remain blocked. Please let us know if there are any further questions regarding this matter. Sincerely, Lindsey M***** Guest Relations Manager

• Initial Complaint

  06/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 27 I emailed Wynn Slots and told them that I was not able to connect my ******** account to the app and as a result, my coins and gems are gone. They said that they are working on it but the issue has not been fixed.

  Business response

  08/20/2022

  Consumer Response /* (2000, 5, 2022/06/16) */ *********** 10:03 AM (18 minutes ago) to Better I wanted to let you know that the problem has been resolved. Thank you, **************

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Monday March 28, 2022 I signed up for online gaming account with WynnBet because when searching for online books in Louisiana it stated Wynn was licensed in Louisiana (which turned out to be false). I deposited 500.00 on my *********** and the payment was paid to WynnSports PlayPlus go.com NV 89119 After logging in the same night I quickly realized Wynn was not licensed in Louisiana and there was no timetable on when they would be. I requested my 500 be returned to my original form of payment(my Capital one ***********) which the gentleman stated would be within 7-10 days(absurd when they take your money instantly), well I have called them for 3 months now and it is one excuse after another sending me to call this department and then playgo and wynnbet and all i get is "thousands of clinets funds were misplaced but we are doing everything we can to go thru all those recorrds manually and you are in line to recieve when we get to you" THATS NOT ACCEPTABLE to me. I should have been reimbursed that same week. Please refund my money

  Business response

  08/20/2022

  Business Response /* (1000, 6, 2022/06/16) */ June 16, 2022 **************** Information Specialist Better Business Bureau Re: **** *****- Case# ******** Dear Ms. ******: Thank you for contacting us regarding Mr. **** *****'s recent experience with WynnBET. I would like to express our deep regret for the frustration and service delays Mr. ***** has encountered when requesting a refund from WynnBet. Due to the nature of Mr. *****'s concerns, our Wynn BET management has reached out to him directly to resolve this matter. At this time, Mr. *****'s funds have been appropriately allocated to a Louisiana account where he is now able to wager. Ms. ******, thank you for bringing this matter to our attention. Sincerely, Lindsey M***** Guest Relations

• Initial Complaint

  05/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was trying to add funds to my online account. I tried numerous times and got an error saying the transaction failed every time. After 4 or 5 tries I gave up. No funds were ever added to my account. A day or 2 later I checked my bank account and saw all of the funds were being withdrawn even though my account was never funded. I had the bank dispute and cancel each of the charges. I am now being harassed by debt collectors trying to get $500 from me even though my online account was never funded. This is garbage, Wynn is A bunch of thieves trying to steal money from your account by putting up fake error messages that the transfer failed while trying to pocket the money or punish you by sending to collections if you catch them.

  Business response

  08/20/2022

  Business Response /* (1000, 5, 2022/05/27) */ May 27, 2022 ****** ** ****** Information Specialist Better Business Bureau Re:******* *********- Case# XXXXXXXX Dear Ms. Castro: Thank you for contacting us regarding Mr. ******* *********'s recent experience with WynnBET. I would like to express our deep regret for the frustration and difficulties Mr. ********* has encountered with processing payments on the application as well as the disputes he initiated with his bank due to discrepancies within the app. As of May 27, 2022, our WynnBET management has contacted the collections company to ensure Mr. ********* has been removed from their listing effective immediately. Mr. ********* will no longer be contacted by debt collectors regarding his WynnBet account transactions. Ms. ******* thank you for bringing this matter to our attention. Sincerely, Lindsey M****** Guest Relations Consumer Response /* (2000, 7, 2022/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the assistance in this matter and the prompt resolution!

*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. ↩