BBB Logo

Better Business Bureau ®
Start With Trust®

BBB Business Review

What is a BBB Business Review?

Consumer Complaints

This Business is not BBB Accredited

Rocky Gap Casino Resort

Phone: (800) 724-0828Fax: (301) 784-8456

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Customer Complaints Summary

4 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service4
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints4

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (4)BBB Closure Definitions
01/27/2014Problems with Product / Service | Read Complaint Details
X

Additional Notes

Complaint Category: None of the Above - Customer Service Complaint Issue

Complaint: misrepresentation of the use of gift cards in the casino.
bought $50.00 worth of gift cards for christmas gifts when we purchased the cards we were led to believe that we were able to use the cards to gamble. we later found out from a family member that the gift cards could only be used if in the restaraunt or golfing and spa. we then called the casino to verify this information. The supervisor on duty explained to us that this is true and also mentioned that this is has been a reaccuring issue with the resort and casino. we asked about getting the cards refunded and she told us that all sales had been final. i expressed to the agent that we would have not bought the gift cards if this was the case because we live an hour and half away and wouldnt give them just so they could go to the restaraunt. again the agent declared that they couldnt do anything about it. we then decided that day instead of calling anymore we will make a trip down to the casino in mind a hour and half away. this would now be our 2nd trip there. We made the trip orginally to buy them on Dec. 14th and made the 2nd trip on Dec. 22nd. we went in and spoke with the customer service agent and explained our situation she said she would need to speak with her supervisor. she then came back and said ******** would be out to speak with us. ******** approached us and we explained as above about the gift cards. She had a horrible attitude and did not want to reach out to us to compensate or refund us the gift cards. ******** told us there was nothing she could do and very much showed us that she was not going to go out of her way to help us in this matter. we explained that no one told us that there was restrictions on the card for the casino and that you could not in any way shape or form use them to gamble. She told us that this was not there fault it was ours as we did not ask that direct question when purchasing. Yes we are from pennsylvania and there are different laws but give us this information make it clear to the public of what they are buying. the gift cards have a picture of the casino itself a picture of golf course, spa and even a poker table, in my eyes this is misleading and false advertisement on the gift cards. we were very misled in this situation and very upset with the circumstances. ******** did not try to help us in any way. she did not ask for our name or phone number all she stated was there was nothing she could do. she didnt even try to get our information to pass along to her manager. We didnt want a hand out but at least want our situation to be recognized and it wasnt. we were told that it was pretty much our fault because we did not ask a direct quesiton when buying the gift card, as though i feel we did when we asked the night we purchased where do we buy gift cards for the casino. this is pretty black and white to us. They are false advertising their information and product. they need to make it clear what people are buying. i feel as though in the customer service industry someone should of tried to help us and non of that ever happened.

Initial Business Response
The Maryland Economic Development Corporation ("MEDCO") , on August 2nd, 2012, sold ***** *** to ****** ******* LLC.

The appropriate contact at Evitts Resort, LLC is:

Damon Schramm
********@lakesentertainment.com


Final Business Response
01/08/14. I have emailed the guest and explained that we ware more than willing to refund him for the amounts left on the gift cards. If he sends us the gift cards numbers, we will cancel them and send him a check so he doesn't not have to make an additional trip to *** I also explained that our Casino is still new and we have not gotten the approvals from the Gaming Commission in Maryland to allow the use of gift cards on the gaming floor. I also apologized for the bad customer service and will be addressing with the appropriate departments. Awaiting his response.. ***** *************, Director of Marketing XXX-XXX-XXXX

Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.

09/17/2012Problems with Product / Service
02/13/2012Problems with Product / Service
10/11/2012Problems with Product / Service

Industry Comparison| Chart

Resorts, Day Spas, Hotels, Golf Courses - Private

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.