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:06/20/2023

  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 $255.60 in my account. I am attempting to withdraw my money and they are holding it hostage. I deposited $6 on 6/8, after calling them, from my bank account in order to withdraw. They claim that I used a credit card and they cannot refund on a credit card. I sent them a screenshot of the withdrawl and they still refuse to release my funds. I need my money.

  Business Response

  Date: 06/26/2023

  
  The customer wanted her balance withdrawn back to her bank account. She attempted to make a deposit with her checking account back on 6/07 so she could withdraw back to it but the deposit she made, returned because the bank replied, "No Account/Unable to Locate"   This is why she was asked to send in a voided check or bank statement so we could get the ACH numbers corrected. She also uses a card to deposit as well, but we can't withdraw back to a card. She didn't want to send her bank statement to us and didn't like that the only option she had left to withdraw her money right away, was by check.  The full balance has been available for withdrawal on her account since June 11th. She did log in online yesterday and requested a check by mail of her full balance.

  We need to make sure that funds clear a customer's bank account before they can withdraw said funds.   
  
  

  
  

• Initial Complaint

  Date:05/10/2023

  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.

  This company charged a $5 service fee on a $20 transaction without a clear disclosure. I had no idea it was being charged until after my deposit. They offered a promotion of a refund for your bet if your win wager on win wagers if your horse finished 2nd or 3rd on Kentucky Derby race day. I made a wager of $6 and they refuse to honor the refund because I didn’t follow the fine print of going to the promotion page and opting in. Marketing and disclosures are very misleading.

  Business Response

  Date: 05/11/2023

  On 5/6 *** ******** contacted the Xpressbet call center via our chat system. *** ******** was advised he did not register for the promotion which is why he didn't receive the $6. *** ******** asked if the customer service agent could register him for the promotion after the promotion was closed.  *** ******** was told that the promotion had already run, and in the future, he needed to register for promotions prior to placing the wager.

  Customer Answer

  Date: 05/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Misleading advertising and lack of fee disclosures. They have lost a customer for life over $6 and I look forward to amplifying my disappointment online. 
  
  Regards,
  
  *** ********

• Initial Complaint

  Date:12/28/2022

  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.

  2022-DEC-28. Wagering Gulfstream via XpressBet Mobile (LIVE Standard Definition), Apple iPhone 13 Pro Max. Race 1, wagered as horses approached gate with track commentator requesting wagers per usual since November. Race 2. Race 3. Race 4, attempted TWO Horse No. 3 Wagers - Received bizarre Race Closed Message well ahead of horses finishing loading or starting; ample time to Cancel or place differing wagers. I finish wagering on Win, so Race 4 would be my day's final. I immediately contacted Customer Service. I explained technology must have errored. Told track’s closure time is honored regardless of when. I requested time, it was not provided as they wait on Equibase. Later claimed closure at exact time I wagered (1:44 PM) which is False as I understand as veteran player and LIVE video/timing. Told to test connection! I made it clear it was not my connection as video was not interrupted once as I was on stationary 5G Internet Connection with Great Signal. No pauses/hiccups in video or sound quality. I loaded video LIVE for each race, no delay should have accumulated over time even on worst connection. I performed three (3) Speed Tests per Representative’s request and more via Fast.com: 180MBs, 260MBs, 60MBs, 180MBs, 230MBs. As I have known for years: “For standard definition (SD) streaming you'll need at least an average speed of 3Mbps, for HD 5-8Mbps and for 4K UHD you'll need 25Mbps minimum, but we recommend a connection of 50Mbps to cover all scenarios (live 4K broadcasts require more speed, for example)” (cable.co.uk). Representative stated 100MBs+, AND +/-5MBs between each test *eye-roll*. It is NOT difficult provided XpressBet’s experience, stagnant technical suite, and proven alternative timing solutions to provide reliable digital by the second timing countdown in collaboration with tracks in this day-and-age. 1/ST XpressBet's technology and service is underwhelming, inconsistent, and liability for consumers in current format. Will screen record all wagers.

  Business Response

  Date: 01/09/2023

  Xpressbet's VP, Operations responded to *** ******* complaint via email on January 3, 2023. (We have noted that his preferred method of contact is email)    We have not heard back as yet.     Below is the email sent to *** *****

  
  
  ***** *******
  I was reviewing your account in regards to some recent issues with latency on our live video. 
  
  You are probably aware of this but just in case I figured I would review.  On a Desktop computer you may see around 2-5 seconds of latency from the live event, this can get longer if you leave the stream open for a long period of time.  On an Apple mobile device this latency can be even greater sometimes upwards of 15-20 seconds due to the HLS protocol.
  
  I’d love if all races started on time or if the MTP was indicative of when a race would start but drag is unfortunately very much a thing in racing to encourage wagering.  If you place your wagers by 1 MTP you should find that you never get shutout of wagering on a particular race.
  
  I can’t share a ton of details, but we’re actively working on implementing our own streaming service for our tracks and eventually others.  One of the number one items driving this is the need for lower latency video.  Currently us and all of our competitors use the same streaming provider which doesn’t encourage a ton of innovation from them.  Your streaming experience should be the same regardless of platform.  Also while not yet common in the US we work with operators internationally that support in-running wagering and having upwards of 20 seconds of latency make in-running wagering not practical. 
  
  As a goodwill gesture I’ve credited your account with $50 in recognition of your troubles and also your value as a longstanding customer.  I’m happy to discuss this with you further if you would like.
  
  Thank you,
  
  Matt

• Initial Complaint

  Date:12/22/2022

  Type:Delivery 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.

  Have 5 checks coming! After 3 phone calls have not received anything

  Business Response

  Date: 01/03/2023

  After reviewing *** ******* account, it seems that he had requested a few withdrawal checks via regular mail and didn't want to wait long to receive them. One check was still sent out USPS, but the other two withdrawal check requests were cancelled and then requested as one check to be sent via FedEx. The withdrawal check sent FedEx for $960 was processed/mailed out on 12/22/2022 and shows it was delivered to him on 12/23. He does still have a check that was mailed out on 12/19 via regular mail for $692.  If *** ***** has further questions, please contact customer service.  

  Customer Answer

  Date: 01/04/2023

  [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. 
  
  

  Yes close and it is resolved! Thank you so much 

   

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

• Initial Complaint

  Date:08/27/2022

  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.

  This complaint has to do with Xpressbet. A horse wagering ADW. I'm a longtime and loyal user of Xpressbet and have had good experiences with them until this past week. I got an email from them on August 18th, 2022. They sent me an invitation for a rebate where for every bet you made from August 19th-August 21 Xpressbet would give you 10% of the money you bet back to you up to a maximum return of $500.00. In order to get the maximum return of $500.00 back you were required to bet at least $2,000 over the course of those three days. In order to get the maximum rebate back I bet just over the required $2,000. On the following Monday I saw where my account had been funded $100. I called Xpressbet and a Customer Service Rep looked up my account and told me I would get the remaining $400 later in the week. The next day on Tuesday I looked again at my account and had an additional $113 put in. I waited until Thursday waiting for the remainder and when it wasn't there I called Customer Service again. I was assured by the end of the day that I would get the remaining $287. Later on Thursday August 25 I got a call from Xpressbet and was told that I would not get the remainder of my rebate. The lady that called me said that the marketing department had sent out an inaccurate email and that I had already got my rebate of $213 and I wouldn't be receiving any additional. I have a real problem with this for several reasons: 1. The email regarding the rebate was sent to me proclaiming if you bet $2,000 or more they would put $500 in my account. That didn't happen. Their reason was that the Marketing Department had made a mistake. I don't see where that's my problem. I played by their rules. 2. I'm a loyal customer. Been with them for many years and I'm in the Diamond Club which is the highest level you can achieve. Diamond Club is based on how much you wager. 3. I bet more than I would have in order to meet rebate criteria. 4. Seems like Bait & Switch. 5. Legal?

  Business Response

  Date: 08/31/2022

  Xpressbet apologizes for the typo in the email associated with the promotional offer that affected *** *******  A corrected email was sent shortly after the first email that included the correct T&Cs.  Since *** ****** is a valued customer, Xpressbet has credited his account $287.  I hope this will satisfy *** ******'s concerns.