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:12/28/2023

  Type:Sales and Advertising 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.

  Parx Casino filed a w-2G reporting to the IRS that I won over $127,000 online. They are merely calculating ghost money that I never received because it was a total of winnings that were never cashed out. I had lost a total of around $1900 but never won a penny. Now they are making it look like I won this amount of money but never claimed it in my taxes. I am now faced with having to pay taxes on $127,000 to the IRS that I never actually won! I called and had to leave a message a week ago with no return phone call to straighten this out. This is very serious and I could now be held liable for over $20,000 in taxes for money that I never received. Please if someone could help me with this I would be very grateful. I feel I am an honest taxpayer who is being taken advantage of and refuse to be held accountable for taxes on money I never received. It is injust and I need help straightening this out with the IRS.

  Business Response

  Date: 12/28/2023

  A W-2G shows a player's taxable wins for the year.  If the player had significant wins, a W-2G would be issued as a part of common practice and our own policies and procedures.  All of these procedures were followed correctly and appropriately. 

  This player was recently sent a Win/Loss statement which shows both Wins and Losses.  Depending on the circumstances, this player may be able to use that statement to demonstrate net winnings/losses for the year, rather than merely gross winnings.  Please note that Parx Casino does not provide tax advice and that the respondent is not a tax professional.  Complainant is advised to seek advice from a tax professional regarding these issues.  

• Initial Complaint

  Date:12/22/2023

  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.

  12/22/23 was the transaction date. On that morning I received an offer on the Betparx sportsbook and casino app offering me a bonus bet up to $500 as a 50% deposit match. I scrolled down and selected “opt-in” to the offer and the “opt-in” button then stated “opted in”. I then deposited $1000 into my account and received no bonus bet. I then went back to the promotion and the “opt-in” button was red again allowing me to opt-in once more. I pressed it and again it stated “opted-in”. I did not want to keep depositing $1000 so I let time pass to wait for my bonus bet. I never received my $500 bonus bet so I contacted betparx support. I was talked over repeatedly and informed I’m not a v.i.p. so this offer is not for me despite it showing in my account and allowing me to opt in. At no point was I told I’m not a v.i.p. by the application. I was placed on hold and then informed a “pop up” displayed when I “opted-in” to the promotion telling me I am ineligible. This is false and I informed betparx I would not have made the deposit or went seeking the bonus bet if this were the case. This promotion ran exactly how all other promotions run where once I press the “opt-in” button I receive the promotion. There are times when my betting limit is lower for the promotion then the max offered and that is explained in the promotion. This is the first deposit bonus I was offered and despite following all the required steps as per the promotion and at no point being told I am not eligible while following these steps betparx is denying me the promotion and providing zero resolution other then telling me I can withdraw my money. This is unacceptable and I informed betparx I have never been offered promotion followed all terms and conditions and once it time to receive my promotional reward been told no we are not giving it to you. I have screen shots to support my actions and even altering informing betparx of the incident it still lets me “opt-in” to the promotion.

  Business Response

  Date: 12/28/2023

  All policies and procedures were followed correctly and appropriately in this matter.  This bonus was for VIPs on the site and only VIPs were eligible to receive the bonus.  This patron is not a VIP and was not eligible for the bonus, regardless of his decision to make a deposit.  
  
  Parx's Terms and Conditions state:
  
  • Management reserves the right to refuse or otherwise restrict a user’s eligibility to participate in any Promotion for any reason, at its sole discretion, including, but not limited to, the user’s wagering patterns, wagering history, the user betting on both sides of a game, or the user’s failure to make good faith wagers while participating in any previous Promotion.
  
  We now consider this matter closed.

  Customer Answer

  Date: 12/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I opted in to an offer I was given on my account and followed all terms and conditions. At no point was informed through any means that I was not eligible until I contacted betparx casino because I did not receive my deposit bonus having already deposited $1000.  Moreover nowhere does it state I am not a “vip” or how to achieve “vip” status. Betparx told me I was lying because they stated a “pop-up” appeared informing I’m not eligible. This did not happen and even after contacting betparx my account still showed the same promotion and allowed me to “opt-in” as evidence by the attached screen shots I took saying I am “opted-in”.  Their denial is unacceptable posted their promotion to my account, allowed me to opt in to their promotion and deposit $1000 as per their promotion to receive a $500 bonus bet.  They need to be held accountable for their promotion and I also want an apology and casino bonus in addition to the $500 bonus bet due to my treatment. 
  
  Regards,
  
  *********************

  Customer Answer

  Date: 12/28/2023

  In addition to denying me the promotion they sent to me and I opted into betparx has no closed my account in retaliation for filing this complaint with the BBB. They say my practices are somehow not in line with their policies yet I believe Ive lost money on my betparx account. 

  Customer Answer

  Date: 12/28/2023

  In addition to denying me the promotion they sent to me and I opted into betparx has no closed my account in retaliation for filing this complaint with the BBB. They say my practices are somehow not in line with their policies yet I believe I’ve lost money on my betparx account. 

  Business Response

  Date: 01/02/2024

  Please see Parx's initial response.  We now consider the matter closed.

• Initial Complaint

  Date:12/06/2023

  Type:Delivery 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.

  Hello. I have been playing with this casino since October, I believe. I am a NJ resident, but I am self-excluded in NJ. Some casinos in other states allow players to still play at their casinos when this is the case as long as they are physically in the state at the time. Parx Pa knows I am a NJ resident because they verified all of my information via personal documents. However, they neglected to cross-reference my information and see that I am self-excluded in NJ, and according to the eligibility and terms I just looked more closely at, I should not have been allowed to play even though I was in PA territory while gambling with them (I live right on the border between NJ and PA) and cross the Morrisville bridge to play. That said, I still should not have been allowed to play with them after further review. I would like all of my deposits back to my original payment method please or however it works. I know I deposited a lot of money into their casino with extremely little return to withdrawal. I feel they took advantage of my gambling issue knowing I was self-excluded in NJ. At times, I even received a pop-up that said I was detected as using a "proxy", which is false, and they still allowed me to play and deposit money; I was simply using wi-fi and in my car in PA to play. I feel robbed. It is not my fault I was allowed to play although their eligibility to play with them clearly states that I am NOT able to play if I am voluntarily excluded in ANY OTHER STATE (this includes NJ). They took my money illegally. When I tried to address this with them via chat, they permanently banned my account according to their representative "Tracy". Please help. Why suddenly ban my account if I was eligible to play? I did not ask them to do that. What I asked was- "once my money is returned to me, please provide information on self-exclusion in PA".

  Business Response

  Date: 12/06/2023

  All policies and procedures were followed appropriately in this case.  There is no requirement to prevent a patron from playing on the Pennsylvania app if that patron is excluded in New Jersey.  This patron reports that she was only allowed to play in Pennsylvania after she crossed the bridge from New Jersey.  There is no indication that the patron played in New Jersey.  The decision was made to permanently close this patron's account due to comments that she made to our customer support team in chat.  We consider this matter closed.  

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 Saturday 11/11/23 I made a withdrawal of $4000 on BetParx, on Sunday 11/12/23 I received an email for documentation to upload my drivers license and debit card which I did and received an email that my withdrawal was approved and sent to my bank. Thirty minutes later I received another email for more documentation to find out from support via chat my deposit had an issue with me issuing bank. I contacted my bank and resolved the issue and they do not see any pending deposits. When I log into the BetParx app it no longer shows my withdrawal and nothing pending nor has the deposit been put back to my balance. Today, I received another email asking for the same documents that I uploaded yesterday. I’ve been given nothing but push back from customers service. They keep asking for the same documentation that I updated the day prior. Customer Service will not answer any of my questions and they continue to give pushback on my withdrawal that they stole from me.

  Business Response

  Date: 11/17/2023

  This issue is resolved and the Complainant has received his funds.  Parx acted appropriately in all respects to request and process all documents / information necessary to reduce the risk of potentially fraudulent activity.  

  Customer Answer

  Date: 11/18/2023

  Contacted Pennsylvania Gaming Commission. They should not be in this type of business. Others must be warned to stay away from BetParx to avoid getting scammed. 
  

• Initial Complaint

  Date:11/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 company threatens the victims of fraud with collections when their financial institutions find fraud had occurred. Somehow the perpetrator tried another 1k on a **** debit card I never even received yet. They can dispute my legally binding documents or obtain a real legal team as their correspondence can be construed as intentional harassment. I ask they cease and desist any and all contact including indirectly through other organizations without requiring a legal instrument to force compliance. The amount of fraud was 11,000 USD. No response is required from the injurious party accepting fraudulent charges as the facts are irrefutable for unauthorized charges rendering no liability.

  Customer Answer

  Date: 11/09/2023

  Not complying with fraud laws. Account fraudulentky created in my name as supported by my banks.

  Customer Answer

  Date: 11/16/2023

  I only have the emails to support asking for closure of my account.

  Business Response

  Date: 11/17/2023

  Complainant's narrative is unclear as to the actual complaint being made and the attachment of documents from the ** **************** further obfuscate the complaint. Regardless, for security reasons, we are unable to disclose what prompts our security reviews and documentation requests.  What we can say regarding Complainant's situation is that suspicious activity has been identified and is being appropriately pursued.  

  Customer Answer

  Date: 11/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:09/27/2023

  Type:Customer Service 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 used Parx online sports betting for several years , I have authorized then to debit my account via ACH dozens and dozens of time. Unfortunately I have lost consistently over the years. That is not Parx's fault . They have never asked me to verify my account for all the withdrawals from my account. However because for once I have had a winning streak and am withdrawing money for the third time in the last two months, they held up my withdrawal and did not release my funds, now saying to protect me they must verify the account. If they are protecting me, shouldn't they verify the account before the withdraw funds from it, not when I am asking them to send funds back to the same account. I would like my $1500 they owe me.

  Business Response

  Date: 09/29/2023

  Parx has complied with the terms and conditions concerning payment that this patron agreed to.  The information requested was required, and the withdrawal has been approved. We consider this matter now closed.

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid money and everytime I would win money it would kick me out my free spins and not give me my money I contacted chat support but they said I should screenshot and that is impossible to do it don’t give no error code it just kicks you out and you have to go back in

• Initial Complaint

  Date:07/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the afternoon of July 13, 2023, I was playing a, slot game in Parx Casino, and I spilled my purse. After picking up my change, I left the machine and went a few feet away, to the cash machine. After retrieving monies, I realized that I hadn't cashed out of the aforementioned machine. I went back and my $360 ticket was gone. I immediately went to security and the gentleman, ******, called and told his supervisor that there was a possible theft! The Superviser came after about 20 min. The sup. said that they wd have to check to see if the ticket could be voided, provided that the person had not cashed out. ****** asked me to take him to the machine. Once at the machine, the tech. checked and saw the cash-out time and the cash value, of the ticket. After quite a while, ****** got a call that the sup. viewed the activities and the person cashed out and left with the money.  I was asked “do you want to speak with the state police, here at Parx?” I replied “no” because I had this very same thing happened to me, last October and nothing was done. A sum of $180.00 was removed, from my machine. The police told me, and its in the report, that they did catch the man, but he refused to return my cash! Why wasn't he arrested? This was the October incident. Because ****** was so kind, I agreed to speak with police, once again. I spoke with TPR. ******, Badge number-*****! He stated that he viewed the tape but could not identify they guy but wd further investigate. My question is, since there is proof, in both incidents, that theft was committed, why cant my monies be recouped? What's the point of thousands of cameras and security? I am a frequent patron of Parx, for several years, and I deserve to be treated better than this. ** This site wd NOT accept my email address, so I'm including it here: *********************

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 simply tried to update my phone number and because my driver's license needs to be renewed, I decided to use my VALID U.S. Government issued ID, issued by the DOD. I simply asked where I can reference the statement that my military ID is not accepted. I have used the same ID inside Parx. This is unacceptable and all past, current or future military should be made aware that our ID is no good. So far there is no update on the ID nor is my phone number updated in the system. 

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 17th, 2023, I used the ATM machine in the Parx Casino in Bensalem. The ATM identification number is *****. I was withdrawing 500.00, and when it came time for the machine to give me the money, the screen said " Sorry, insufficient funds at this time" or something like that, and I didn't get any money. Later on, I noticed that 500 dollars was withdrawn from my checking account by Parx Casino. This ATM isn't working properly. My bank looked into the situation and was unable to get anywhere about this.