Caesars Entertainment

On Wednesday morning, 1:20am NY (eastern standard time) I placed a same game parlay on the Colorado Rockies - San Francisco Giants Game. Later that day I checked the app after I saw my bet won to see if I had been paid. As part of a promo, in addition to the monetary win, I was also supposed to receive a free $100 bet, based on meeting the requirements of the SGP, namely a $20 bet with a minimum of +1000 odds. I was amazed to see my bet had been voided, because one of the winning legs was achieved by a player who hadn’t started the game, but achieved by pinch hitting. It clearly states in the SGP rules-If any leg of the Same-Game Parlay bet is made void or

settles as a push, then the whole bet would become a

void or a push. The exception to this is if the outcome

of the bet requested can still happen.

Well, not only COULD it happen, it DID happen. So why wasn’t I paid? Well, good luck trying to find out if you live in NY!

For the next 90 minutes, my frustration level was off the charts. First of all, there is nobody you can verbally speak with. So you are forced to Live Chat with someone, in this case a man named Carlos, who doesn’t know the rules, clearly from his written responses doesn’t have a good command of the English language, and continually puts me on hold so he can discuss this with the people who make the decisions on what is a legal win. Well, after waiting on hold for 20 minutes, Carlos comes back to tell me that my bet was voided because one of my players didn’t start the game. I replied, show me in the rules where it says that? He then sent me the excerpt I wrote earlier. When I said the rule clearly states, The exception to this is if the outcome of the bet requested can still happen. Well…. IT DID HAPPEN! So what is the problem? Don’t they understand their own rules? Carlos’ response? Thank you for being an Emperor, if there’s nothing else, Have a Great Day Emperor! CLICK! That is what happens when you use Caesars Live Chat. And it happens every time I try to question anything thru live chat. Well, I guess Caesars thinks this is acceptable Customer Service but I don’t. So I pressed on.

I called the only phone # that is in print for Caesars, [protected]. Unfortunately, this phone # only puts you thru to William Hill in Washington DC or Nevada. In my desperation to just speak to a human being, I pressed the Nevada option and was quickly put thru to an operator named Devasheay (forgive me if I misspelled), but I’ll call her D for purposes of this conversation. The next 60 minutes was more of the same.

D was kind enough to try and help me since She technically is only responsible for Nevada. I again explained what happened and she said she would go talk to the decision makers from NY (are they all located in the same room somewhere in Nevada?). When D came back on, she asked me when I put the bet in. I told her the time and date (don’t they have all this information on the screen in front of them? Why do I have to repeat it over and over?) and she returned to tell me that my player didn’t get a run scored. WHAT?!?! After going back and forth arguing, D came back to tell me that the decision makers were looking at the wrong date since I put the bet in overnight and there is a 3 hour difference in the time zones. So they don’t know enough to factor that in? That’s reassuring to know. When they realize their error, they then start reciting the rules pertaining to Baseball bets under the pregame section, which corroborate their decision. When I tell D that I believe that is for individual bets and not parlays, she says no. Well, why wasn’t that rule sited 90 minutes ago? The answer? Because it’s not the rule they refer to for SGP’s. They very clearly wrote rules pertaining to SGP bets and under those rules I VERY CLEARLY WON. But they won’t give in, for some strange reason, so we continue to argue. At times I’m spoken to like I’m an idiot. That’s ok, since I see I’m starting to win I press on. Finally, D gets back on the phone and says that they’ll honor my bet this time as a one-time courtesy. WHAT? Okay, whatever, at least I’m getting paid. Then I make the critical mistake of asking about the $100 Promotion that is owed me for the win. Well, how dare I! D continues to tell me that I DIDNT win, this was a courtesy being provided to me, and I wouldn’t be receiving the promo. When I again insisted (for the 5th time during the 90 minutes) to speak to a Manager or one of the Decision Makers, I was told they cannot speak to the customers. So I guess that’s why they sit in their booth like The Almighty Oz, and make decisions that fly in the face of their printed rules, knowing there are no repurcussions such as having to intelligently explain their rationale. And as a customer, what recourse do I have? Do I have to sue? Go to Small Claims Court? For a few hundred dollars? Unbelievable. So that’s where I now stand. The bet no longer says lost, it says open. The $20 I was paid back for the voided bet has been removed from my account, and the phone call I was told I would receive from a Supervisor has still not been received, which is nothing new since I’ve seen this happen before. Fifteen hours now and nothing…..

So now I’m writing this letter, as I wait to be paid, now over 2 1/2 hours of my valuable time wasted. If I don’t hear by the end of the day, I guess I’ll post this online wherever I can in the hopes it gets someone’s attention but unfortunately I just don’t think you guys care. You’re dealing with a lot of people with addictions, and no matter how you treat them you know they will continue to come back. It’s a very cold way to run a business.