Complaints
This profile includes complaints for Casino Arizona's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:04/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Was kicked out for laughing to loud and being latina
Business Response
Date: 05/01/2025
Good morning, I am replying to this complaint with a statement from our Manager on Duty who conducted an assessment regarding this guest and a determination was made they were overly intoxicated. We welcome and value guests from all backgrounds, age and demographics. The guests claim of discrimination is completely unfounded and below is a brief explanation of the event as viewed from our MOD. Please let me know if you require additional information.
Thank you
I was contacted by the ******************* regarding a possible intoxicated individual near the Sports Book restrooms. Upon arrival, I observed a female wearing a baseball jersey exhibiting behavior consistent with intoxication. I was informed that she only spoke Spanish, so I requested assistance from a bilingual security officer to communicate with her. While I briefly stepped away to sign a check, I returned to find the female accompanied by her husband.Both individuals were visibly upset and speaking loudly at the same time. I addressed them and explained the property's alcohol policy. The female became agitated and walked away. Due to concerns over her level of intoxication, I instructed security to follow her to ensure safety and monitor her departure from the premises. I remained to speak with her husband, who expressed dissatisfaction with the situation. I informed him that my decision was final,based on my assessment that his wife was intoxicated and therefore required to leave the property.
Initial Complaint
Date:02/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was at your casino alot the past couple of days. I used the *** and there was a few times that I did not receive money out due to me needing to transfer money or incorrect pin etc, well I just looked at my bank account and the funds were still pulled from my account. There is also transactions on there that are duplicated stating I was hand paid the withdrawal from the teller which never once happened. Also, I feel that you guys have the machines rigged, I wat in the new high *********** and one machine kept jumping to the *** bet button after I would put the bet at the lowest one and also I sat at the machine and your machine would glitch right when I was about to hit a jackpot, that is pretty suspect. I mean no glitches till it is about to hit and then boom the machine flickered or turns off and then back on! There is also no way that I put almost 1000 into a machine and on multiple occasions won at most maybe 15 dollars back and that is being generous. HONESTLY WHAT I AM MOST UPSET ABOUT IS LAST NIGHT I WAS PLAYING THE BLACK DIAMOND MACHINE BY THE *** ON THE ***** PARKING SIDE OF THE CASINO AND I WAS PLAYING 9 LINES AT THE X2 BET AND WHEN THE ***** STOPPED IT SAID BLACK DIAMOND BLACK DIAMOND (NO NUDGE ON EITHER ONE) AND AS THE THIRD ONE STOPPED ON THE SAME AS THE THE FIRST 2 ***** THE MACHINE TURNS OFF AND THEN REBOOTS BACK ON! I FEEL THAT I AM OWED THAT MONEY, ITS NOT THE FIRST TIME IT HAPPENED TO ME AT THAT CASINO BUT IS THE FIRST TIME ON THAT MACHINE!Business Response
Date: 03/04/2024
Good morning, the guest who submitted this complaint has been contacted by the Cage Director, *************************, and the Slot Director, ***************************. The Cage Director was able to assist in resolving the *** situation with the guest's bank and she has been made whole. However, the Slots Director cannot find any information to support the guest's claims relating to the slot machine malfunction. She has tested all machines known to be played by the guest and all are functioning properly. We will continue to investigate any additional information that is shared but at this point, we feel this claim has been addressed. Please contact me if you require additional information.
Thank you
Initial Complaint
Date:08/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 22 my mom and I attended Talking Stick Resort Amphitheatre for a concert. We paid $120.50 for tickets. Unfortunately said concert was canceled, at around 7pm but when leaving our car overheated which resulted in our radiator blowing about only 10 minutes later. We were essentially stranded with the hood of our car up until the tow truck would arrive. About an hour or so later we noticed that the employees were starting to close the gates and a man we were talking with flagged down the employees so we could tell them what was going on. We told them that the tow truck was suppose to come through the gate they just closed, they responded with they have things to do and that they have to go home at some point. We told them that we were feeling very uneasy and unsafe because there was a man in a car across from us, who was watching us and the parking lot was almost completely cleared out. They said they'd send someone over to the area to check on us and watch over us. No one ever came! We wound up calling my uncle to come sit with us as it was getting very late. Thankfully the man scaring us left about 5-10mins before my uncle arrived. We were left alone in this unsafe enviroment for a minimum of two hours. My uncle came and sat with us and by 10pm all parking lot lights were shut off and still no one came to check on us. The tow truck came at 11:45pm by this time the venue employees had completely cleared out! I have tried contacting a venue manager but I'm unoptimistic given the attitude I've been met with. As of right now I've only spoken with a customer service rep and she was at best unapologetic. They didn't do the bare minumum of what they said they would do and this could have been much worse! I don't want someone else to be put in the same situation.Business Response
Date: 08/28/2023
Better Business Bureau,
We would like to apologize to ******************** for the terrible evening she endured, but we need to explain that Talking Stick Resort and Casino has no involvement with the ticket sales, scheduling or operation of the venue. We are a contracted sponsor of the venue only. Even I have been unable to get a response from Live Nation or the venue personnel on an earlier BBB complaint. We are unable to offer any refund as we never received any funds from *********************
When I return to my office tomorrow, I will try yet again to contact Live Nation personnel and see if I can do anything about getting her a refund from them. In an effort to be seen as totally uncaring, please have ******************** reach out to me directly at the resort, so I an see if there is something of value I can offer from the resort itself. My email address is ******************************************* and my direct line is ************.
*************************, Hotel Director
Talking Stick Resort
Initial Complaint
Date:07/11/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
************
nder 20 people at the casino, and everyone was having the same issue. I filed a complaint with the gaming board but I'm sure they will all stick up with each other. I think it's very sad. I've lost there many times and I have no problem losing but I have a problem losing when the machine malfunctions doing to an update that they clearly admitted to doing , I want a refund of my money I lost that day .Business Response
Date: 08/28/2023
BBB,
I have been advised by my senior management that this issue has been resolved with the complainant in full - please review and advise!
*************************, Hotel Director
Initial Complaint
Date:02/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 1/11/23, I purchased tickets for a rock concert with the cover band Led Zepagain scheduled for 3/3/23. The tickets were purchased through Ticket Master. I received an email from Ticket Master on 1/20/23 informing the band Zepagain had been replaced with "Tribute to ******************* - ***** and the HOOLIGANS". I don't know what that is and I don't want to see it. I reached out to Ticket Master. I was not able to call them so I left them an online message. I received a response from Ticket Master on 1/23/23. Their reply: "...the Event Organizer [Casino Arizona] is currently not authorizing refunds." (I can provide the entire script if necessary).I called Casino Arizona, they told me they would submit a request for a refund to Ticket Master; I did not receive a refund. On 1/27/23, I stopped by the box office at Casino Arizona requesting a refund. Again they told me, they would submit a request for a refund from Ticket Master. As of today, 2/12/23, I have not received a refund back to my credit card Thank youBusiness Response
Date: 02/18/2023
To whom it may concern,
Upon receipt of this complaint, we contacted Ticketmaster personnel several times, with no results. As the week closed, we were finally able to reach a live person at Ticketmaster, and earlier today they assured us that a refund had been processed. However, we have been unable to see the refund in our system that ties in with the corresponding Ticketmaster one, so we are unsure what the present status of the refund is.
As we are nearing the deadline for a response to BBB, I reached out this evening directly to ****************** to discuss the issue. He was glad to hear from someone at the resort, and I brought him up to speed on where we were with a refund for him. As we are unable to confirm it at this time, I sent him my office phone number and my email address and asked him to please call me directly if neither he nor my ************************ are able to see a completed refund. He agreed to do so, and if no refund is forthcoming, I advised him the resort would compensate him well above the value of his ticket purchase for the frustrations he has had to endure to date. Hopefully, we will see a completed refund processed to his satisfaction.
I will follow up with BBB if there are any changes in the situation; I certainly do not expect to see this complaint closed at this time but would request it be left in an open status thru 2/25/23.
Best regards,
*************************
Hotel Director
Talking Stick Resort
Initial Complaint
Date:02/11/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
Business Response
Date: 02/15/2023
To whom it may concern,
I spoke with Ms. *********************** this afternoon concerning her BBB complaint, and she was quite pleasant and grateful for actually receiving some kind of a response from Talking Stick Resort. As an actual neighbor of ****************, I also experienced the loud and unpleasant bass sounds emanating from the function in the parking lot of the resort until the early hours of Saturday morning, but as an employee, I had no one to complain to!
I did apologize to **************** for what she experienced, and subsequently offered to send her a gift certificate for a stay or a dinner here at one of our restaurants, but **************** graciously declined and thanked me for my efforts.
At this time, I would consider this complaint closed. Please advise if you feel differently and would like to see additional efforts.
Thank you,
*************************, Hotel Director
Talking Stick Resort
Initial Complaint
Date:08/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
my family and i visited the orange sky bar for a 21st birthday for myself, upon arrival we were told to go to the bar to order as there wasnt any staff to serve us at the table, despite around three constantly standing around the host desk. We waited in like for drinks and then sat down, we came to watch the sunset however all the blinds and curtains were down, just as the sun was starting to set i went to have a look through one on the windows and moved the sheer curtain 2 inches so i could see around it for the sunset. She then shouted at me saying i cant look, i said i just wanted to see for two seconds, im not going to enter the room, it seemed like a larger table for a party but no one was using it, i was still in the main area, i hadnt crossed the curtain. She said the area was locked and i wasnt allowed to look. Like i said, this was the way to celebrate my 21st here, the staff are so rude and ignorant, as soon as this happened we quickly finished our drinks and left. After so many good things we thought it would be an ideal place to celebrate, only to be shouted at and told we cant look at the view, whats the point in being 270 degrees to only see one side? to say i am annoyed is an understatement. I visited friday 26 AugustBusiness Response
Date: 09/03/2022
To Whom it May ******************************** issue was forwarded to our Food & ******************* team to research, and after interviewing several staff members, it was determined the facts outlined in her message to the Bureau were factual.
Earlier today, ***********************, our Senior Director of Hospitality, sent an email message ********************** with an apology for the behavior of our staff member towards her, and included an offer to forward to her home a $150 gift card from Talking Stick Resort. This card can be used in any of the resort's restaurants or lounges, or even towards the cost of a hotel room at Talking Stick Resort. He asked that ********************** reply to his email offer with her mailing address so he can forward her the gift card, as no phone number or mailing address was included in her letter to the BBB.
We certainly hope ********************** finds this apology and the gift card acceptable, and if she wishes to reach ****************, she can respond to his email, or she can contact him on his direct line - ************ - with a mailing address.
We will look forward to seeing this complaint closed out after we mail the gift card, and look forward to any other communication from the Better Business Bureau on this complaint.
Best regards,
*************************, Hotel Director
Initial Complaint
Date:08/09/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I used everi kiosk at Casino Arizona for a cash advance 4/28/22. It printed out a stub to take to the cage. When I went to the cage they said it wasnt in their system. They gave me an everi business card and told me to call them. Everi had it in their system and told me to call my bank(Chase). I called Chase to dispute the charge. Two weeks later Chase released the funds. I went to Casino Az and left a copy for their review. *************************** was my point of contact **************. I talked with him and he said hed look into it. Here we are more then 3 months later. Id appreciate your help.*************************
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