Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I self suspended on the 24th. You charged me 6 times for $25 on my debit card. This is a scam. Refund my money now

  

  Business response

  01/28/2025

  Hey there *********. It looks like you deposited $25 ten times between 12:22:35 AM and 04:08:04 AM. Then you started your cooldown period later that day at 11:17:14 AM. No deposits were made after the cooldown period. If you have any further questions or concerns, feel free to reach out to live chat as we are open 24/7. Have a great rest of your day!

   

  Thanks,

  Bet Rivers Support Team

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have deposited several thousands of dollars into this business ( sportsbook ). I tried to withdrawal a little money and account was locked. Withdrawals have been canceled and the only responses I get from calling, live support, and email over the last 4 months now are that my account is in review. I just want the account closed and my money remaining in the account, totaling $1586.31 , returned to me. It should not take 4 months for an account review, especially after the several thousands I have spent on this site.

  

  Business response

  01/24/2025

  Hello,

   

  Hey there *** *********, it looks like your account was closed due to RG comments. Once any type of responsible gaming comments are made, the account gets locked immediately. This was stated in our terms and conditions that you accepted upon joining our site. Regarding a withdrawal, there hasn't been a withdrawal request from your account since ******************* for a total amount of $214.90. That was approved on 2023-09-08 16:25:42  and sent to your *************** account ending in 0104. There isn't any money in your account and there hasn't been since that last withdrawal attempt. If you have any further questions or concerns, I would advise reaching out to live chat as we are open 24/7 there. I hope you have a great rest of your weekend!

  Thanks,

  Bet Rivers Support Team

  Customer response

  01/27/2025

   
  Complaint: 22844761
  
  I am rejecting this response because:

  I filed the complaint over Sugarhouse.  I used the sugarhouse app and all my support questions keep getting answered by bet rivers telling me I have no money in the account.   I am referring to my sugarhouse account, see pictures attached.  There is $1586.31 in the account showing currently when I attempt to log in.  I sent numerous emails and called the numbers on the sugarhouse app and get responses from betrivers telling me I have no active account or money? Im not sure if these books have the same owner or what? 

  
  
  Sincerely,
  
  **** *********

  

  Business response

  01/27/2025

  Hello ****, apologies for the confusion. BetRivers and SH do operate under the same umbrella, but I believe the mixup with our last response was a result of your address provided for this complaint being in **. The last response was based off of the status of your OH account. In regards to your PA ********** account, we can confirm that it was flagged for a potential violation of our terms and conditions. Unfortunately the review times for this vary depending on the severity of the potential violation(s), but we have gone ahead and done what we can to have this sped up as much as possible. Please keep an eye on your email as you'll receive a follow-up correspondence as soon as the review has been completed! 

  Customer response

  01/28/2025

   
  Complaint: 22844761
  
  I am rejecting this response because:

  Still no response for what terms I violated after 3 months other than my account being in review.  I dont even need the account reviewed I want it permanently closed anyways at this point, and money returned to me.  

  
  Sincerely,
  
  **** *********

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  playsugarhouse.com owes me $283.67 for gambling on their site through the ***********.I have an e-mail from them saying they started the check process on December 18th 2023 I have been in contact with them 10 times with a man named ***** who keeps giving me the runaround.

  

  Business response

  03/07/2024

  Hello, and sorry to hear about the frustration here! The missing check has been escalated and is currently being looked in to. Please keep an eye on your email for a follow up correspondence as soon as we have an update on that for you!

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to withdraw money. Ive been using my digital debit card and prepaid cards which are not either on me or a physical card. Theyre asking for the card pictures. For the prepaid card I do not have because why would I keep a prepaid card from Christmas. And the digital cards are not a hard card. They are just doing my digital app. Just wanna withdraw my money from the app so I can be done with this. Ive been going through this with a part of the month now and trying to find a resolution hopefully you guys can help out

  

  Business response

  01/09/2023

  Hello, thank you for reaching out! At the current time, we see no pending withdrawals and several that were recently approved. If you have questions about any pending document requests, please reach out to our customer support team who would be happy to help! Thank you!

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had won a bonus while playing a slot. During said bonus a "server communications" error popped up. As has happened before on other machines I reloaded the page and the bonus was gone. I contacted support and they checked into it. After two days they said it malfunctioned and nothing they could do about it. They refuse to make it right in anyway by referencing the machine saying malfunctions void pays. The reference number is #*******. It had nothing to do with the game but a server issue. It was on thier end not mine as I had not lost internet. I would like them to find what the pay of the bonus would have been as they are all predetermined or them to pay for the cost of another bonus as in the game it happened on you can buy a bonus.

  

  Business response

  11/21/2022

  Hello. Thank you for reaching out. Although rare, there may be situations where a game round is unable to finish and ultimately produce a result. This server error is a general disconnection of the game servers and the active game. When this happens, the wager is returned to the player and the round is cancelled. As stated by our customer service team and agreed to by the player upon registration, malfunctions void all pays. If there's anything else we can assist with, please contact our Customer Support Team, available 24/7. Thank you. 

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been gambling at at Rivers Casino online app for quite a few months they wanted proof of my identity which I provided then they wanted proof of my debit card which I provided then they wanted ownership proof of a business I do not own a business but I own a business debit card that is named "***************************** contractin" which I had opened when I had thought about opening a business through with the business but I kept the bank account never had an LLC number I ever had how many times of business license or anyting is this true that River so I can keep gambling there or have my money refunded to me but they absolutely refuse to unless I show them ownership of a company I have two other debit cards one from the cash app which they stopped accepting so in turn I downloaded an app called found it is a business debit card app it is the only one that all casinos seem to accept so I put money from my cash app onto that card to deposit onto the casino now I have gambled ****** in the past few months and cannot withdraw even the money I deposited

  

  Business response

  06/24/2022

  After the appropriate ownership verification documents were provided this matter was resolved with the customer. 

  Customer response

  06/24/2022

   
  Complaint: 17214257
  
  I am rejecting this response because after filling for an ein# for a business I do not use and them opening my account back up they limited my deposit methods and I could not use the cards I went through h*** and back to verify I had to call 7 times to speak with a supervisor who finally got my payment methods back , what was the point of making me go through all of that to verify my cards and then not letting me use them are they trying to make a d*** out of me or something because I find that out right nonsense then after asking to be calmed for all of this they completely denied me they're not a forward-facing company I see why because they run everybody in circles about getting their money they make it impossible to solve the problem at hand leaving you stuck in a circle:
  
  Sincerely,
  
  *****************************

*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. ↩