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:04/12/2023

  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.

  I have requested a withdrawl from the online casino which online is listed hollywood casino, grantville. I requested $950 on 3/31. The withdrawl was received from the casino. Since my withdrawl the casino has continued to take withdrawls from my debit card. I never received the check as of today which is 4/12 or a notification which mind you online says that if an issue with the withdrawl you would be notified within 48-72 hours. I contacted the casino support line and they advised me that I need to send a copy of my debit card to them. The debit card has no bearing on the withdrawl only the deposits. I asked them if I could provide a copy of my drivers license instead and they would not respond. They have refused to release the funds until a copy of my debit card is submitted. Wouldn't be a problem if they also would have refused to accept funds from the exact same debit card but instead the company continued to take funds from the debit card since the withdrawl request. I informed the company that greed which is in a company that has no issue with taking money from an individual but has a problem with giving an individual funds is a sad and not so nice place. Not for sure exactly if I will ever receive those funds as per I will not provide any company not just this company with a copy of my personal debit card. I would advise others to either pay in cash with the pay near me option or not play at this online casino unless you are willing to send copies of personal information. This should be made aware to the customer at the use of the debit card option so a problem with a withdrawl would not occur. If you refuse to send a withdrawl you should also refruse a deposit. As I stated they still have no problem taking the money from my debit card but have a problem sending me a check which mind you they are not even depositing the funds to my debit card! So sad. I offered my drivers license as per that is what identifies who I am not my debit card.

  Business Response

  Date: 04/20/2023

  Please allow this letterto acknowledge receiptof the response from the complainant in the abovereferenced matter filed with your office.
  
  On March 31, 2023, ***************************** initiated a withdrawal for $950.00.The same day, an email was sent advising the player that documentation was needed. Section 10 of Hollywood Casino's Terms and Conditions state,
  
  "Each withdrawal may be subject, in our sole discretion, to different (i) minimum and maximum withdrawal requirements, (ii) hold periods before the withdrawal is posted to your Account; and (iii) additional requirements."
  
  Hollywood Casino does require documentation from time to time to complete certain transactions. Once the player submits the necessary documents, they will be reviewed, and the player will be notified via email.

• Initial Complaint

  Date:03/07/2023

  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.

  the online App for gambling glitched and has since taken my money. I'm frequent on the app I went to load money $240 to be exact I got a processing error. so I wasn't sure if I got declined cuz I used too many purchases with my card. I tried 200 the same thing happened. and then I tried it again 2 more times after restarting the  APP. in for a total of $840. did it again and it went through. I then got a message few mins later on my card it had charged me all of those amounts. right away I started messaging their support team. they rarely respond and when they do I keep telling them this happened and I would like it resolved they have nothing to say. I been trying to reach out to them my bank is willing to go over my transactions with them so they can cross reference it with the amounts they took out and I get no response. this has been 4 days now. since it occurred the first 240 did load. so remaining is 600 but it hasn't happened in 4 days I don't see it happening. I message them time and time again and get nothing back. I have had this happen in the past but it loaded directly 15 or 20 mins later. I am intitled to my money as anyone would be but to have them completely ignore me their customer service is horrible. I have all the proof on record with the bank and the transactions but they won't respond to me. one photo shows at 9am in the morning they had an automated email sent saying couldn't go through then I went on site and that's when my 240 showed up. as stated the bank has all info it was confirmed with them and they want to do a 3way call with them but they won't take the time to respond to me when I'm trying to arrange it

  Business Response

  Date: 03/24/2023

  March 23, 2023  
  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office. 
  Chris Wharton reached out stating that they made multiple deposit by accident due to a glitch.  Player Experience Representative advised they would investigate the issue. The representative  reviewed their account it appears that the player makes multiple transactions on the same day, and some may fail, some will be successful. Some banks will still take the funds out of their  
  account, and it will be reversed back in one to two days. The Player Experience Representative  was able to get the player a copy of the transaction history to show which transactions were  accepted and which ones failed. 
  Respectfully Submitted, 
  Raini L.
  Compliance Analyst
  
  

• Initial Complaint

  Date:03/06/2023

  Type:Order 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.

  The business is continuing to require me to upload my personal identity documents for the 7th time claiming the haven't received them I want answers the phone number for the company is disconnected and the live chat feature always says unable to send message right now try again later the email feature is a crock of bull and it's extremely aggravating to send your I'd social and 1099 to someone claiming not to be received and no one to get a hold of to ask what in god's great creation is going on around here

  Customer Answer

  Date: 03/06/2023

  Consistently not answering questions and advertising that they are available for 24/7 chat and not being able to do that or phone number discontinued 

  Business Response

  Date: 03/24/2023

  March 23, 2023

  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office. 
  The email the player provided is linked to a different player’s name and account. When  searching the player’s name, an account appears that does not have a transaction at this time.  The player will need to reach out using their account to get assistance. Information about  another player's account will not be given. 
  
  

  Customer Answer

  Date: 03/24/2023

  [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:

  
  

  The email is linked to an account that is mine the whole reason this all started was because I told them that my auto fill had screwed up my application at the time and they said they could fix all typos as long as I send my i.d. and social and everything I sent it ten times and they kept saying they didnt receive it and I told them that the information the auto check messed up was my birthday and address and now I can't use the account because they are claiming I have another account I don't it's just my "account" has a different birthday and address however it has the same social security number so they are acting like it's someone else's account when it's clearly not 
  
  Regards,
  
  ********************
  

• Initial Complaint

  Date:01/24/2023

  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.

  I deposited $400.00 into my barstool/Hollywood Casino sportsbook account. They suspended my account immediately after I deposited it and I am locked out of my account. I do not know why it was suspended. This happened at least 6 months ago and they have yet to return my money. I have emailed them and did a live chat 10+ times. I have not gotten one response to my emails and on live chat they keep telling me they are "working on a resolution and will contact me when they have one". The last live chat was on 1/10/2023. My username on their website is ************************ Please help me get my money back. Thank you *************************

  Business Response

  Date: 02/22/2023

  Please allow this letter to acknowledge receipt of the response from the complainant in the
  above referenced matter filed with your office.
  
  On October 5, 2022, ***** ******* received an email advising that their account was flagged, and
  documentation was needed. The player was able to submit the documentation, but the review is still
  ongoing. Once completed, the player will be notified of the findings.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Respectfully Submitted,
  ** ****** ***** ******
  Compliance Analyst

• Initial Complaint

  Date:11/23/2022

  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 november 23 around 11:15am i was playing roller wheel jungle roll. I hit the bonus and won a few spins after a few spins i was at $788.45 for winnings SO FAR. The game showed an 'ERROR' and shut down. I can no longer open only that game. I got an email stating the tech team is looking into it and i already see whats going to happen with it because others in here had the same problem. I have screenshot proof from game history transactions stating the game is still unfished. Currently its been about 6 hours and i am still locked out of the game with an error. I never got to finish my game to see how much i actually won and it should still come up as playable. I will be contacting the gaming board as well.

  Business Response

  Date: 12/29/2022

  December 29, 2022 
  

  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office. 
  **** ******* was playing "Jungle Roller" and hit two bonuses. While playing the rounds became  stuck and the player was blocked for three days. The player raised the issue, and the issue was  escalated. An investigation was the rounds were recovered and closed out. While reviewing the  rounds, there were not any winnings pending at that time. 
  

  Respectfully Submitted, 
  Raini L***** 
  Compliance Analyst

  Customer Answer

  Date: 12/29/2022

  [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:
  
  It is 100% false. I have provided screenshots. Prior to them closing my game without my permission and calling it a "malfunction" my transaction id showed uncompleted. My bonus winnings were $798.45 not $190 they adjusted my winnings and closed out the round. They sent $179 to my account with no communication on why the money was even there. If you go to a casino and hit a bonus all transactions are on file. Same as mind was online. It is tampering to adjust transaction details. I have every screenshot saved. I never once accepted the "hush" money as an agreement. They threw random money at me and called it a day.  They refuse to even communicate. This is not how a business should be ran. I hit that bonus fair and square. Thats like hitting a bonus at a casino and them shutting the game off and saying you didnt win and kicking you out of the casino for days. HOLLYWOOD CASINO was to be regulated and should be regulated by PA GAMING Board and they have failed to do their job as well. This is not proper business. Especially after I put alot of money into hollywood casino the day I hit my bonus.
  Regards,
  
  **** *******
  

• Initial Complaint

  Date:11/09/2022

  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.

  Barstool is glitching and has caused me to loose money and they don’t want to fix the issue. I was playing online casino slot marvelous mouse and the pits were all full and the game freezes. I have a screen shot 1 second later all the pots emptied and nothing paid out! I have a screen shot of this as well! The support has told me everything is correct but all the pots emptied and they don’t empty unless you hit them! They said oh maybe it’s a connection error but I never got a connection issue. I played a lot of money to build the pots up and 1 glitched cleared everything I put into the pots! Now they don’t have a solution or resolution! Their online gaming system has glitches in every game!!! The game was frozen yet it still took money?! How can pots clear within 1 second and nothing is paid out! I want my wager back!

  Business Response

  Date: 11/26/2022

  11/23/2022  
  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office. 

  ********* was playing Marvelous Mouse Coin and the pots were full but then the game froze.  When the game started working again, the pots were empty, and they did not get paid out for  the pots. ********* reached out stating what the issues were and was advised the issue would be escalated. Our Provider reviewed the incident and there were no technical issues during  *********‘s rounds of Marvelous Mouse Coin Combo. Regarding the “filling up of the pots”, the  pots are just for visual effects and has no impact on any wins or losses in the game. *********  was credited a $25 bonus on November 11, 2022, due to the connection issue. 
  

  Respectfully Submitted, 
  Raini L***** 
  Compliance Analyst

• Initial Complaint

  Date:10/27/2022

  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.

  When I came to the casino x3 to cash my racetrack winners and the **** cash machine is inoperable all 3 TIMES. NO ONE CAN HELP ME OR COMP ME. I just get told to keep on comming back to collect my winnings another time. ISNT 3 ENOUGH. So I go home for the third time without my winnings. How is that possible?? They take my money ?? Plus the beverages girl spilt o whole bottle of wine on me and walked away asaughhhh

• Initial Complaint

  Date:09/13/2022

  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.

  I have been unable to obtain my withdrawal request of $200.00 from Hollywood Casino Pa online since 8/12/2022. Customer support does not take into consideration that some of the required documentation prior to the release of the funds can not be presented for identification purposes. I've tried to reach out to speak to an actual person but there is no means to do this except through email. The toll free number they direct the customer to has a prerecorded msg stating no calls are being accepted and then directs the caller to use the live chat option (which there is no icon option for live chat) or contact via email. I have made several attempts to send them the docs they asked for - all of which are extremely personal/private. To date, I have provided them with the "allowed" docs from their options such as my voter's card, a valid driver's license, a voided check, and a statement from my bank showing the "deposits" taken from HWC. Their issue is the debit card I use to have on file but removed because my bank closed the card for fraud use and I destroyed it. Since then, I've only used my check acct for my deposits. HWC has never questioned my deposits but this debit card is their reasoning for holding my withdrawal even though this card had not been used for quite some time and had been removed from my payment options. I explained I could not send a pic of the card because it was destroyed and the acct was closed. I was instructed to contact my bank which I did but it is a ***** bank and the only way they give you any info or letter for proof of ownership is if the legal team approves which they do not for gambling companies. I want my withdrawal immediately or the next step is filing a complaint with the gaming control board.pa.gov

  Business Response

  Date: 09/28/2022

  September 23, 2022  

  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office. 

  On August 12, 2022, ******** initiated a withdrawal for $200. An email was sent advising her that documentation was needed, a photo of the card ending in ****. Unfortunately, the  document submitted could not be accepted. ******** will need to submit the requested  document at this time. 
  Respectfully Submitted, 
  
  Raini L***** 
  Compliance Analyst

• Initial Complaint

  Date:09/12/2022

  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.

  I play at Hollywood casino online often, and lately everytime I request a withdrawal they want documents tht are already on file or have nothing to do with the withdrawal, as of right now they are withholding $300 I won, although they already have my info I sent it four times between last night n today n they keep sending me the same email, cnt gt nobody on live chat bc they block it , they went frm bad to worse. Idk who took over but I'll never give thm another penny. N they better pay up

  Business Response

  Date: 09/28/2022

  September 27, 2022 
  

  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office. 
  

  **** requested a withdrawal for $340. An email was sent advising documentation was needed  to process the withdrawal. **** was able to provide the necessary documentation and the  withdrawal was processed on September 13, 2022.  
  

  Respectfully Submitted, 
  

  Raini L***** 
  Compliance Analyst

• Initial Complaint

  Date:07/28/2022

  Type:Product 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.

  Bought tickets to a concert (**** ** **** ****) that was supposed to take place May 22, 2022. The show was cancelled due to weather and there has been no mention of any kind about any makeup date as of 7/28/22. I have tried getting refunds from ************ but they've told me they can't do anything because the show is only postponed and not cancelled and they're waiting for a resolution from the event organizer. ************ suggested I contact Hollywood Casino to find out what's going on.I've tried contacting the Casino and have only gotten one response about 6 weeks ago saying a new date would be announced soon. Well, it's 6 weeks later now and still no news of any kind about this show.It's now been over two months with no resolution or announcement about this cancelled show anywhere on their social media and nobody knows anything when I've tried to call. It's turned into a very frustrating situation. At this point, it sure doesn't appear this show is happening any time soon. I'd like to know what the deal is and if this show isn't happening soon, they should just change it's status to cancelled for now so ************ can settle up everybody's money. If they ever do happen to reschedule it, just sell tickets again.