ComplaintsforPenn Entertainment, Inc.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my account with the barstool sportsbook owned by penn national gaming suspended for no reason. They requested that I submit a picture of myself holding my driver's license and a screenshot of a bank statement with my address on it. I submitted these documents on the link they sent. A week went by with no updates and I contacted support a few times each time being told their internal team is reviewing. After 2 weeks and another support request they request a picture of the front and back of my driver's license which I submitted. Several more days with no response went by and I contacted support several more times each time being told that my account is under review with no timeline or updates. Throughout this entire process I was never told why my account was suspended, I only bet small amount and only have about $250 in my account. At this point I am not confident that I will regain access to my account and they are holding my funds. I have no other path to regaining access to my account as I have complied with all of their requests so far.

  Customer response

  08/24/2023

  the company has lifted the suspension. this claim can be closed. thank you

• Initial Complaint

  08/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My bank account would not work with hollywood casino online although it had worked a million times before for withdrawls n deposits regardless this time it wouldn't let me cash out I continued to email them for days n days I have proof no response finally someone did after like 8 days or so and said I had to take a different option so I chose the check...it said it was approved and sent out as u can see I was finally able to contact someone on Facebook that was somewhat helpful since they never respond to emails... I was to wait til August 4th or 5th it's now the 12th and still no check there now saying I can show in fb messages that there was a problem with the banking that day and they don't know when I will recieve my money it's ridiculous they can't give me an email or a number to call I was to get two checks one for 100 n one for 600 I want my money they had no problem taking my money they said its ***** ***** there banking issue...can u please assist

  Business response

  08/24/2023

  On July 17, 2023,  Patron ******** made two withdrawal requests, totalling $700.77. The two withdrawal checks were sent to Patron ********* residence.
  
  After the patron indicated that they had not received either check, an investigation into the status of the checks was completed. On August 15, 2023, both checks were cancelled, as they had never been cashed. Patron *********** was informed that the uncashed checks were cancelled, and the funds returned to their Hollywood Casino account.
  
  On August 16, 2023, Patron ******** requested a withdrawal via check again. This check may take up to 14 days to be received by the Patron.

  Customer response

  09/08/2023

  [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.]
  I FINALLY RECIEVED MY CHECK
  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,
  
  *******************************
  

  Customer response

  10/06/2023

  I'm now having more issues with my bank are u able to contact me 

• Initial Complaint

  08/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have an account with barstool Sportsbook app. My account was suspended and they are continuously not providing me with the information/form needed to clear out my account and receive the funds owed to me when my account was suspended.

  Business response

  08/30/2023

  Good afternoon,

  Penn Interactive has completed a review of the complainants accounts and transactions in question. An overview of the investigation is below.
  
  As of 8/21/2023 all required documents from the Patron have been received. The withdrawal of funds from the Patrons account was processed on 8/21/2023 and a check was sent to the Patrons address on file. PSI confirmed the Patron's check was cashed as of 8/28/2023.

  Thank you,

  Customer response

  09/06/2023

  [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

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I played on Hollywood casinos mobile app. I initiated two withdraws totaling $500. I then received an email that they needed a voided check or bank statement. I uploaded a voided check and got no response. I called the support number and got a call back. The person on the line said they didn’t get the check image and that I should upload a bank statement and he would expedite the withdraw. I uploaded the bank statement immediately. This was a week ago and I’ve called a total of 5 times with zero response and I’ve emailed a total of 4 times and if I get a response, it’s the same responses over and over again asking for my date of birth or my email address, which I provide and then nothing happens. There is no way to see the status of the withdraw on the app, there is no chat service to talk with someone and the phone number goes straight to voicemail every time I call.

  Business response

  08/23/2023

  Good afternoon,

  Patron *************************** initiated a withdrawal request in the amount of $500.05. No additional verification or documentation is required in order to process this request.
  
  The withdrawal was authorized on August 12, 2023, at approximately 11:18AM. Checks may take up to 14 days to arrive.

  Thank you,

• Initial Complaint

  07/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a loyal customer of Barstool Sportsbook for over two years. This is the online sports wagering application of Penn National Gaming. On Wednesday July 12, 2023 I attempted to log in and found that my account had been closed. No one at Barstool Sportsbook has provided an explanation as to why this happened. On Thursday July 13, 2023 I decided to cease doing business with them and requested that the remaining funds in my wagering account be returned to me. I made this clear in a discussion with a live chat agent and I also followed up with an email. I provided them with all of the usual information they require: name, address, phone, amount ($77.67), and last 4 SSN. I have since made numerous attempts to follow up on this request to make sure that it was received in good order and that my money would be returned to me. Keep in mind that this is a company that advertises that they provide instant payouts. I have spoken to numerous live chat agents and sent an email. Their email response was a form letter that did not address my specific situation. The live chat agents use phrases like "no update is available" and my request is "being evaluated by our risk team." This is complete nonsense since I am only asking for the return of my own money. I simply want my $77.67 back. There is no reason why they could not have returned it to my bank account on the day I asked for it. I would appreciate it if they would at least do so now (better late than never). I also indicated to them that if they had any reason at all to feel that returning the money to my bank account would be problematic, they could mail me a check. They just need to give me my money one way or the other. No more excuses, no more nonsense. I also left them phone messages on two different days and never received a call back. Any help that you could offer would be greatly appreciated. Thank you.

  Customer response

  08/15/2023

      I did not hear back from the company, but I did reach out to them last night in the hopes of resolving this.  It is not clear yet whether this effort was productive, so please keep this case open.  There is a chance that it could be resolved successfully, but at the same time, i realize that the most likely result is that I will never see my money.  Thank you for your efforts.  I will update you again as soon as I have more information.

  Customer response

  08/16/2023

  **************,

  There has been a positive development in the case.  I received an email at 11:39 this morning (08/16/23) saying that my withdrawal has been successfully processed.  Though I am pleased by this news, I won't feel like this is really over until I receive the check.  This company has deceived me before and a quick look online reveals that many others have had trouble getting their money long after being told that the check is in the mail.  So please keep this case open.  I promise to let you know as soon as i get the check. From past experience, I would guess that I will receive it in about 17 days.  Thank you again for your assistance.

  Sincerely,

  *********************************

  Customer response

  08/24/2023

  I am happy to inform you that I finally received a check from Barstool Sports in the amount of $77.67.   I deposited it and it has not bounced, so we have reached a successful resolution to this case.  Thank you again for your efforts.
  
  Sincerely,
  
  ****** ** **********

  Business response

  08/28/2023

  Penn Interactive has completed a review of the complainant’s accounts and transactions in question. An overview of the investigation is below.
  
  On 07/13/2023, ****** ********** requested to close their account with Barstool Sportsbook and Casino. The remaining funds were sent via check on 8/16/23 after receiving the necessary credentials and confirming the address of the Patron. The Patron was informed that the check may take 10-14 days to be received. 

  Thank you,

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The sportsbook "Barstool Sportsbook" which is owned and operated by Penn National Gaming, Inc., offered a personalized promotional offer via email on June 23rd, 2023 to myself. This offer stated that a $250 dollar Amazon gift card would be issued within 7 days of completing the terms of the promotion. (Documentation attached)The terms of the promotion included downloading the PENN play app, traveling to any physical PENN casino location, and then acquiring/using a PENN play card to earn 1 "reward tier point" at said casino. On July 3rd, 2023, I completed all of the requisite actions to earn the promotional reward. I also contacted support multiple times to confirm the offer was valid and the steps were performed correctly before and after completing them. I did not receive the 250 dollar ****** credit within 7 days and it has now been 10 days since completing my end of the promotion. I have contacted support 5+ times in the past 48 hours and they have done nothing to resolve this. This is deceitful behavior. I will attach multiple screenshots of emails and evidence below. I've already been run around and my time has been wasted due to Penn National Gaming/Barstool Sportsbook. I wish for the promotional reward to be granted to me as it justly should, otherwise every sportsbook can just lie and deceive with promotional offers in a highly competitive open market? It seems dubious that this would be allowed. Thank you.

  Customer response

  07/14/2023

  The matter with the company has been resolved. Coincidentally soon after I filed with your organization and informed said company that I would be filing a formal complaint they sent me the withheld funds/reward. Just to give you an update on the situation and save you time, effort, capital. 
  
  Thank you, 
  
  *******************************

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This casino in morgantown pa keeps sending my annoying notices of a debt owed which i do not owe!!! stop sending me unwanted notices or i will sue!

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Back in March my husband went to visit his brother in Indiana. He placed bets with Barstool Sports Book for a future time for *** fights. When he came home and watched the fights the majority of his bets won. When he went to withdraw his money barstool locked his account and my account. They said they needed proof of identification, we submitted them all the documentation they asked for. It has been four and a half months and whenever I contact them asking why my account is still locked they say they are waiting on documentation, and when I say we have submitted all the documents they say they escalate the issue to the level up team and then I never hear anything. I have done this to me multiple times. I want to withdraw our money and never use this terrible company again.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’ve made numerous deposits and it will not let me withdraw my fund. When I click withdraw and it gives me the code to input and I do. The only way I can get my funds is through a check. I’ve contacted costumer support and they have been no help. They have even dropped the conversation mid convo when I was just asking simple questions. I would like to be able to withdraw my money straight to my bank account or card. I have waited weeks with no resolution. All I want is my money from this application.

  Business response

  08/10/2023

  *************************;
  BETTER BUSINESS BUREAU
  50 West North Street
  Bethlehem, PA 18018

  Re: Complaint ID: ********; *****************

  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office.
  On July 6, 2023, ***************** contacted customer support to inquire about limited withdrawal options available in the app. The player was told in a call with customer support that a payment provider was undergoing maintenance and that the options would be fully restored upon completion. Customer support was not able to provide the player with an exact date or time of when maintenance would be complete at the time of that communication, but all functionality has resumed at this time. 
  
  Respectfully Submitted,
  *********************************
  Sr. Operational Compliance Analyst

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 06/29/2023, I deposited $1000 to Barstool sportsbook after creating my account and receiving an email offer for a $1000 risk free bet. I confirmed with live chat that I was eligible for the new user promo that was advertised to me before placing a bet. I placed a risky wager on the thought that I would have my money returned if it lost, and then after not receiving my money back they are claiming the promotion was over and are now being unresponsive. The terms of the promotion were that I would get 100% of the wager back in site credit within 72 hours if I lost. The record of my chat transactions and the promo they sent to me are attached. I got the promotion via email after they are claiming it ended, and I verified with chat that I was eligible the same day i wagered. I just want the terms of the promotion honored and to receive my $1000 in site credit.

  Business response

  08/10/2023

  *************************
  BETTER BUSINESS BUREAU
  50 West North Street
  Bethlehem, PA 18018

  Re: Complaint ID: ********; *************************

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

  On June 29, 2023, Penn Interactive confirmed the conditions of the promotions were met and credited the complainants account with $1,000.00. The Patron was notified of the account adjustment and a withdrawal via check was processed on July 21, 2023.
  

  Respectfully Submitted,
  *********************************
  *********************************
  Sr. Operational Compliance Analyst
  *********************************************************

*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. ↩