ComplaintsforParx Casino Bensalem

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened an account with Parx with little to know requirements, I used my bank account, PayPal, credit card and a few gift cards to upload a large amount of money in a very short period of time with no concern for my identity or accounts from Parx. However, when I tried to withdraw a fraction of what they freely allowed me to deposit they want to be causations about my identity and have held up my withdrawal for over 2 weeks after receiving all requested documents. I understand wanting to protect against fraud, however that level of protection should be required when you open your account but that would just slow down the process of then getting your money so they make it hard in the end for you to withdraw it. Genuine concern for consumers is valid but that’s not what this is otherwise they would validate your accounts before they let you make a deposit because if it turns out to be stolen they have already let someone deposit a large some of money that will take forever to resolve.

  Business response

  11/29/2022

  For security reasons, we are unable to disclose what prompts our security reviews and documentation requests.  What we can confirm in this situation is that we requested documents prior to being able to process a withdrawal for this member.  The situation is now  resolved and the member's withdrawal approved.
  

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company has an advertisement for a $750 match deposit bringing my balance to $1500. I have wagered $2300+ and brought my balance to $1000. I have tried to withdraw but I couldnt. I contacted support and they have told me i have to wager $37500 to be able to withdraw. They have set up the user for complete failure and should not be allowed to continue. This company is fraud and misleading for a purpose to trap your money and impossible to withdraw! I would like my $750 back and I do not care for the $1000. I have requested my money back and was denied

  Business response

  11/25/2022

  We will not address the details of this customer's complaint in this forum, but we can provide this response:  (1) Parx fully complied with the Terms & Conditions that this customer agreed to with regard to his account and the specific Welcome Offer in question; (2) Parx acted properly with regard to the bets that this customer placed; and (3) this customer was given a full explanation by Parx' Customer Service team and he was directed to the applicable Terms & Conditions.  The customer is free to communicate further with Customer Service if he requires additional explanation.

  Customer response

  11/26/2022

  [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:in your terms and conditions, it does not state the exact amount needed to wager to be able to withdraw.
  
  Regards,
  
  **********************
  

  Business response

  11/28/2022

  Parx stands by its initial response.  Its terms and conditions are clear and they address the situation this customer complains about.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Logged into my account. Made a deposit and placed a bet. I logged out and try to log back into minutes later and they locked my account. This is very suspicious and seems like they scamming people for money

  Business response

  09/12/2022

  This complaint is resolved as of September 12, 2022.

• Initial Complaint

  08/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi I deposited $10 for wagering $1 on betParx Casino to redeem $100 bonus as a first time customer. I played a few different games and tried checking the wagering to see when My Bonus of $100 could be withdrawn and their system never update, they told me I had to keep track upon checking the withdrawal amount never changed rather I was winning or losing my credits that were being played. I asked if I could receive my refund of the bonus since the system did not track as it was supposed to I was told they didn't have control over the system and they would not refund the amount that was spent and not being tracked to notify of withdrawal wagering amounts. Thanks

  Business response

  08/26/2022

  Everything about this patron's interaction was proper and in accordance with the Terms and Conditions that she agreed to.  This patron had substantial communications with the Customer Service team on August 7 concerning the issue she is  now complaining about, and she was given a full and complete explanation.  there is no need for all of that to be repeated in this reply.  The patron should review those communications and contact Customer Service if she has any questions.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was playing on betPARX and I won and wanted to withdraw my winnings at the cage. I updated my phone number and they said I had multiple accounts. Then they locked my account and requested documents and I sent them in and they still havent responded to me or review them . I would like my account unlocked so I can go to the cage and withdraw my money

  Business response

  07/11/2022

  Parx complied with its terms and conditions in this situation.  The issue has now been addressed and we consider this matter closed.

• Initial Complaint

  06/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On june 25th at 200 I arrived at park casino and was playing ******* on the slot machine for Five dollars the whole time I was there. Approximately 1730 a patron at the casino began ill I summoned for security to come in which they did. I was still playing my machine when the security guard sat in my seat and place his elbow on my machine and changed my denomination from Five dollars to 25 cents. Don’t get me wrong I understand that they had a medical emergency but I feel as though he should have just moved my chair back instead of sitting in it. When he changed it from Five dollars to 25 cents I won getting Four zebra and three nines which only paid 57 cents. The security guard admitted that he did place his elbow on my machine and changed the domination of my my wager. He did apologized and also told the slot attendant and his manager that he did in fact do it and asked them to accommodate me. When I spoke to the manager I was told that I won double the amount of the 25 cents so therefore they could not reimburse me. But I explained to them that it was not my fault and that I was playing for Five dollars and their employee changed my bet but I truly feel as though as a value customer they should have compensated me something even if it was no more than given the money that should have been paid for the five dollar bet or given me some comps. I spend thousands of dollars at the casino. My tier points was 370 for the time I was there. It just the Principal about the way I was treated. I spoke to about eight different people and a lot of them understood. But I deeply feel that *** who was the first manager who was really rude to me impacted the other manager who I spoke to because he said the exact same thing that *** said not deviating anything different even using the same words. He even told me that he had spoken to ***. I was going to take a picture of the machine in case someone tried to play the machine and *** told me if I did that I would be banned.

  Business response

  06/28/2022

  This matter has been resolved.

• Initial Complaint

  06/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Playing online and deposited a large amount of money over the past few months but only when I decided to cash out and withdraw the money did they suspend my account and hold the withdraw. I have sent every requested document and despite the 24 hour review they said it would take its now been almost a week.

  Business response

  06/28/2022

  This complaint has been addressed and resolved with approval of the withdrawal.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ** If you win at betPARX, good luck withdrawing your winnings **Made a $700 deposit at Parx under their 'New User promotion' on 4-27-2021 On 4-28 attempted to withdraw part of my winnings $8150 from online roulette / slot wagering, transaction ID #*******. After a couple of days, contacted customer support requesting an estimate of their turnaround time and was told the transaction was 'under review'. Followed up with emails to support for the next 2 weeks, and given the same reply with no change in status. Expected a maximum 7 day turnaround as per their terms and conditions. Over a month has passed, and I've not been given any indication the winnings totaling $11,377 will ever be paid. This is in contrast to my gaming visits to their facility at Bensalem PA, where I was paid very promptly 'in cash' by their friendly casino staff, and even provided an escort to the parking lot for safety. It appears the online betPARX gaming site is untrustworthy, to say the least. Not sure how they're even allowed to renew their gaming license. Never experienced any such issues at other NJ online casinos.

  Business response

  06/10/2022

  There is no wrongdoing by Parx.  As is demonstrated by the attachments that the patron provided with his complaint to the BBB, his account is under a management review.  (See email dated 5/16/22.)  The patron was advised a week later that the review was ongoing, and that he could contact the NJ Division of Gaming Enforcement with any questions.  (See email dated 5/23/22.)  Further details will not be provided in this public forum.  If the patron has any questions or concerns, he should contact the NJ division of  Gaming Enforcement.

  Customer response

  06/15/2022

  [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: Parx  has not explained why my account is under review or provided any reason for the delay in my withdrawal. I would like to make it public knowledge that this casino withholds winnings from their customers. 

  Regards,
  
  *********************************

  Business response

  06/15/2022

  Parx has in fact advised this patron of the reason for the management review.  As stated in the original response, further details will not be provided in this public forum, and the patron can contact the NJ Division of Gaming Enforcement about any questions or concerns.
  

• Initial Complaint

  05/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ever since parx changed their app its been going down hill. It logs you off games when you win or if you are in the middle of a bonus part. I've contacted their online support and talked with *****. She told me a Supervisor would contact me in 24-48 hrs yet it was at least 5 days, it was sent from customer support looked like a spam email. I went back online to chat and spoke to a ***** ( the same one) again and she was annoyed that i was bothering her. I told her i didnt get the email and she sent it in the chat the left. I asked to speak with a supervisor but they never call or even email back. I was in the middle of playing the bonus part of the turn key game. They screen was just about full to win the highest amount and the screen went blank, i had a strong connection and battery life. Since the updated app there have been multiple times it times out for no reason. I lost out on money and parx is too good to contact me and figure this out. I want my money, they have no problem taking my money but when i have issues with their program they act like i dont exist.

  Business response

  06/10/2022

  This patron was paid what was owed to her.  It should be noted that, when a game/spin is initiated, the determination of the round is made in that instant.  So even if the game logged this patron out or disconnected her in some way, upon re-entering the game again, the same predetermined outcome would occur. We concede that the response time should have been better, and our Customer Service team has contacted the patron about this.

  Customer response

  06/12/2022

  [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:
  
  this is so wrong. I want the winnings owed to me. If i owed money they would take it but being in my favor they stone wall me. I don't think its acceptable. They never got back to me either.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  05/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had logged on to the playgunlake website and opted into a promotion saying it was able to receive $550 and I had opted into the promotion and nothing happened, didnt receive anything. I contacted Prax and they said i had received the bonus by mistake.. in due honesty its not my fault and I should be honored the promotion.

  Business response

  05/16/2022

  This patron is not entitled to any relief.  She apparently shares a device with another patron, and the other patron mistakenly received a certain promotion and forwarded it to this patron who then attempted to opt in to it.  In reality, this patron was not eligible for the promotion.  In addition, even if this patron was eligible for the promotion, she did not qualify for the $50 bonus because that was awarded only if the minimum requirement of $500 was wagered.  This patron played only $102.87, and therefore could not receive the bonus even if she was eligible for the promotion.  

  Customer response

  05/18/2022

  [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:
  The promotion was added into my promotions inbox and I opted in, it should be honored some free play for the inconvenience and 
  Regards,
  
  ***************************
  

*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. ↩