ComplaintsforPenn Entertainment, Inc.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a Parlay+ and one leg of the bet was voided, the other leg won. They refunded me my money with no winnings to the winning bet.I placed another parlay+ bet, and one was voided (like the first bet) and the other bet lost. They didnt refund me any money. Their rules state, and confirmed with multiple employees, that if any part of a parlay+ is voided, you will be refunded. They refused to give me the winnings on the first bet, or a refund on the second bet. This is a scam, and unethical. Horrible business!

  Business response

  02/03/2023

  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office.
  
  On January 17, 2023, ******************************* reached out via chat to see why one of their wagers was not voided like the other one. An investigation was completed, and it was confirmed that one of the ****** was a parlay+ and the other wager was a parlay. A Parlay+ is a parlay that is placed with multiple bets from the same game. The Parlay+ was voided due to ******* not being able to play. Since the other wager, which is a parlay, had *********************** who was unable to play, that wager was adjusted appropriately, and the wager was graded correctly.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I deposited $1000 into barstool online gaming. That was about six months ago. Eight days ago I asked to withdraw a little over $1100. I was told that they needed a copy of my credit card that I used. Why on earth would they need that? The money is clearly in my account so I clearly deposited it in there. I told them that I no longer had that card. They then asked me to provide them with a statement from my credit card showing I made a deposit. Again, why on earth would they need that? I’ve been trying to download on their app and I had to agree to allowing my information to be shared with other companies or I could not get my money back. Why on earth would they ask me to do that? I have used other online sites for betting and no one ask these sorts of questions. I didn’t actually try to download the information that they wanted as I found the statement, and it says invalid entry. It would appear that there is no way to get my money back. It also says on their website that if the information is not received, the money will be put back into the account in seven days. That was eight days ago and no money has been put back into my account. In my opinion, barstool and Penn national are a scam. They will take your money but they will not give it back. Looks like others are having the same problem. If my issue was not resolved soon, Might be time for a class action lawsuit. Better Business Bureau, can you please have someone look into their operations as they are wrongfully withholding money from customers. I think this online site should be shut down.

  Business response

  01/27/2023

  On January 15, 2023, ************************* initiated a withdrawal for $1,186.55. The same day an email was sent advising that documentation was needed; a photo of the ********** ending in **** showing their full name and the last four digits. The player was able to submit the necessary documentation and they were accepted. On January 16, 2023, the withdrawal was approved via check. The player should receive the check in the next 10 - 14 business days.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 29th, 2022, I signed up for Barstool Sportsbook with the promo code '******'. This promo code gave me $50 in free wagers to use at launch. On January 1st, 2023, I saw the $50 go live in my account. I played through some of this money, with a remaining amount of $15. I then won a bet and my earnings showed up immediately. However, I was unable to cash out. I have many agents telling me multiple different things and at this point, I think they're confused. They also don't have a phone number to call either! I would like to be contacted via phone and compensated for my troubles. This customer experience was horrible; **** near like pulling teeth!

  Business response

  01/25/2023

  On January 5, 2023, ********************* reached out via chat to see how they can get their bonus funds convert to cash. The Player Experience Representative advised that a certain amount needs to be deposited and wagered for the funds to convert. The next day, the player reached out once again due to receiving another bonus. The Player Experience Representative advised that each bonus has its own requirement before it will convert. The player has since been able to deposit and wager enough funds for their bonus funds to convert to cash. They have since initiated multiple withdrawals and have had them accepted and processed as well.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Mid/Late December I placed a bet on Barstool sports book as I have before with no issue. I have used a different betting platform and never had an issue with them. However, when I placed my most recent bet with Barstool something strange happened where they would not allow me to sign in with my bank credentials so I had my girlfriend used her bank to transfer the money to her account. Days go by and she never received said deposit. I contact support and they ask for her to send a picture of her holding her ID next to her face. She submits it, days go by and no response. APPARENTLY they never received it and I would have never known unless I reached out to them. They then proceeded to say they need a photo of me with my ID as I then submitted. Another few days go by and they said they need a bank statement. I submit said document and they give me the vague response of incorrect documentation, I resubmit an appropriate document to their needs and since they couldn’t see the transaction of where the money left my account to go to their app they asked for my girlfriends Bank Statement which also did not have a transaction of that sort. I explained to them that I deposited the money into my account through a third party and now they have locked my account, the whole nine. Now it is taking them days to respond back to me regarding a status and they are becoming very arrogant and rude with me when I simply just want the funds I won from the company. In a separate email or chat a representative also insisted I had a gambling problem and probably shouldn’t be using the app because of my persistence. Which is not the case. I just have money floating around with no response as to when I’ll be able to retrieve it. I feel discriminated against and at this point I feel like I’ve been robbed of my money.. I have been patient and as polite as possible. I have read several forums of people with similar issues and I hope this app gets taken down..

  Business response

  01/18/2023

  On December 25,2022, ******************************* initiated a withdrawal for $750.00. An email was sent advising that documentation was needed due to the player violating the terms and conditions. On January 3, the player was able to upload all the necessary documents. A new withdrawal was initiated on January 5, 2023, and was approved on January 6, 2023 for the player to retrieve their funds at a casino location.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Won money on there sportsbook called barstool sportsbook, they deactivated my account for unclassified reasons, and promised to return my remaining balance of $1247. I have been waitIng over 4 months to receive the check, and for whatever. reason I have received it.I can uploads emails for this.

  Business response

  01/04/2023

  Please allow this letter to acknowledge receipt of the response from the complainant in the above referenced matter filed with your office.
  
  *************************** account was flagged and closed due to using a deposit source not in their name. On September 24, 2022, a check was mailed to the address on file for $1,247.50. The player reached back out and stated the check was sent to the incorrect address and needed to change it. A form was sent out for the player to complete to process the new check, and the player was able to complete the form. On December 27, 2022, a new check was sent out to the address the player requested. The player should receive the check in 10 to 14 business days.
  
  

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $50 to play an online gaming site. After winning, my account was immediately suspended. I was then required to submit several forms of personal documentation per the companys request. After submitting that, more documentation was required and my winnings have not been awarded yet. None of these requirements were disclosed prior and after additional requirements were added.

  Business response

  12/22/2022

  Please allow this letterto acknowledge receiptof the response from the complainant in the abovereferenced matter filed with your office.
  
  On December 11, 2022, *************************** initiated a withdrawal for $1,006.26. The same day, an email was sent advising documentation was needed due to sharing a deposit source with another user. The player submitted all the necessary documents, but the other user involved needs to provide documentation, which was relayed to them via an email containing instructions.Once the uploads have been received, a review will be completed, and the players will be informed on the status.

• Initial Complaint

  12/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for Barstool Sports in Maryland was lured in by a $150 guaranteed free play along with a $50 $50 referral bonus match play. I now see what **** ******* he is constantly posting and living a life of luxury and glamour because he’s stealing from customers like myself with laws of false advertisement, fraud and complete ********. To this day, I only have receive a 100 hour matchplay so the company has completely ripped me off by 100%. This company is a fraud. It should be investigated for its false advertising misleading promises empty laws of match plays by the FCC and all the attorney generals in every state.

  Business response

  12/22/2022

  Please allow this letterto acknowledge receiptof the response from the complainant in the abovereferenced matter filed with your office.
  
  On December 9, 2022, ***************************** reached out via chat to see why they did not receive their bonus. The Player Experience Representative advised that they needed to verify their account. The player was able to submit the necessary documents and the documents were reviewed. On December 13, 2022,the player was awarded the $150.00 in bonus cash. The player reached out again asking about the bins funds they are supposed to receive when someone uses their code to sign up. The Player Experience Representative advised that once the other player signs up and places a wager that settles within 14 days, they will receive the bonus up to $50.00. The player shared an email and was advised that the account linked to the email sent did not sign up using a refer code.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was playing at a slot machine and when the spin landed it says i don't get a winning but clearly the rules say I should of.

  Business response

  02/21/2023

  I am in receipt of your letter dated February 10, 2023, involving ***************************, Complaint ID #********. 
  
   
  
  Thank you for bringing this matter to our attention.  We take all customer complaints very seriously and are committed to providing the best possible experience for all our patrons.  Although I dont see a date of occurrence mentioned in the letter, we have reviewed our records and we are not aware of any machine malfunctions or incidents for that machine.  That said, a review of the photographs attached to the Complaint indicate that **************** bet/spun 1 credit (look above Total Bet on the right of the photo, a little over halfway down red arrow pointing towards the area).  Then, look at the pay table at the top of the photo, and you will notice that 1st credit spins are covered in the yellow section on the left (red arrow pointing to the area).  For **************** to have won on this spin, with the combination of 7s, she would have had to bet 2 credits, and as you can see above the Total Bet line, she only bet 1.
  
   

• Initial Complaint

  11/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up online to Barstool I was playing and I hit a jackpot for 1531.25 at appx 4:21pm on November 26, 2022. I noticed the funds did not get added to my balance. I contacted customer support via chat immediately. They asked that I take a picture of myself holding my ID which I sent to the person I was chatting with. I was told if I don’t get my money in a few days to reach back. I responded “I have to wait for my money” I was told they have to verify me. I said ok before I ended the chat I was told you’ve been verified and funds have been credited to your account. I thanked the representative and continued to try my luck. The representative congratulated me on my win. I played and I hit a few more jackpots. I had already invested 2550 so when my balance reached 11,600. I decided I will cash out. I did a withdrawal for 9000 and another one for 2600 at appx 5:18pm Immediately after the withdrawal my account gets suspended. I contact customer service they say check your email. They sent me a list to verify myself again holding my Id when I had already just sent it and they approved it when they released the first jackpot. They asked for my bank statement, I submitted that as well. They asked for my MINOR son to hold a government issue ID I sent them a picture of his passport. This is what upset me the most I understand the verification process and I respect that but to ask for a minor information is just not right. They emailed and said his passport is not acceptable unless he’s holding it. I sent that in as well and my wife holding her ID. They try to say the account I am playing with doesn’t belong to me. I showed them proof it is clearly my account with my bank statement that clearly shows my name, address, last 4 of account number. They kept saying they will escalate it. I haven’t heard back when I chat with them I feel like they are not taking this serious. I feel like because I won they are trying not to pay. How can this be fair? I submitted all my proofs to verify my identity and I was the person playing and using my account. I don’t know what else to do. The last update was over 12 hours ago and was told it’s been escalated. I use the same account and information on other sites and not once has this ever happened. I would like my account to get unsuspend. There is absolutely no reason to hold on to my funds. All documents have been submitted. I hope to get this resolved as soon as possible.

  Customer response

  12/07/2022

  This has been taken care of. 

  Business response

  12/21/2022

  December 14, 2022 
  

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

  On November 26, 2022, ****** **** initiated two withdrawals for a total of $11,600. The  same day, an email was sent out advising that documentation was needed due to the player  using a deposit source not in their name. The same day the player was able to submit all the  necessary documents. A business decision was made to keep the account closed due to the  reason stated above. The withdrawal was approved on November 28, 2022, and the player  should have received their funds at this time. 
  

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

• Initial Complaint

  11/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/23 Barstool Sportsbook incorrectly sent my banking information to *** Preferred. As a result *** rejected the payment, Barstool however credited my account for the rejected deposit. So I was completely unaware the *** had the deposit sitting in collections for me to pay. I only discovered this because for the past week Barstool has passed me between 20+ customer service agent to try to get me to provide bank statements from the account which doesn't exist before they'll allow me to withdraw my money. I have provided multiple documents to them from my real bank account, the one saved with the correct information on their website. They told me on 11/18, after hundreds of communications, that my ticket had been escalated and I would have a response within 24 hours, 3pm cst 11/19. I still haven't heard back. I have spent well over 10 hours with them and solved their error for them but I still can't get a person with authority to speak with me or tell me what is required to release my funds. It is the single worst customer experience I have ever had. When I first started contacting them probably the first 10 agents trolled me and would just copy paste a response asking for the same documents from an account which I had clearly explained didn't exist.

  Business response

  12/21/2022

  December 14, 2022  
  

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

  On November 15, 2022, ***** ***** initiated a withdrawal for $5,012.40. The same day, an  email was sent asking for documentation. On November 21, 2022, the withdrawal was  approved. The player should have the funds at this time. 
  

  Respectfully Submitted, 
  
  Raini L***** 
  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. ↩