ComplaintsforThunder Valley Casino Resort

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They called me a criminal said they don't hire criminals after I pass a drug test but they said I failed the background check

  Business response

  04/13/2024

  This is not an appropriate complaint to be sent to the BBB.  Thunder Valley pays for the background information done to ensure the integrity of the casino and its assets.  Failing to pass all requirements is in the best interest of our property, staff and guest.  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was added to a notification list from Thunder Valley Casino Resort from an email address ************************************************************************************* after visiting them for a concert once. I will never be going there again, and I do not even live in the state that they exist in. I have been unsubscribing from their SPAM email every single time, and every time it tells me I am unsubscribed yet I continue to receive roughly weekly notifications about upcoming events. I did not opt in, and I have opted out numerous time. My next step will be an attorney if this is not resolved by them under CAN-SPAM.

  Business response

  03/23/2024

  Good morning *****.  I have reached out to our marketing team to check our unsubscribe functionality.  I have also requested that you be removed manually.  If you continue to receive these in the near future, please feel free to reach me directly.  Thank you for your feedback.

  *************************, Director of Operational Excellence
  Thunder Valley Casino Resort l ************************** *******, ** | 95648
  *******.*****@thundervalleyresort.com
  Office: ************ |Mobile:  ************
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/27/2024, I was visiting this establishment with my wife. We had been there for a few hours, playing various slot machines. We had been to the *** to withdraw money at least twice. Upon playing my final game, i won a jackpot of a little under $17,000. When the slot attendant arrived, she took my information to verify the win, and then returned some time later with security saying that I was banned from the casino in 2008, and that my winnings were forfeit. I have no criminal record, never had an altercation in public, have done nothing to be banned from a casino, NOTHING. In contrast, my wife was banned from this same casino in 2004-2005, and she won a jackpot a couple years ago, and was paid out without issue. She was never "reinstated" through some trumped up process the tried to explain I have to go through. No one even questioned her - they just paid her the money. The only viable reason I can conclude is that is was a racially motivated decision, based on my understanding from years of experience that Native Americans aren't fond of African Americans. I hate to feel this way, but what other reason could there be? The casino can produce no paperwork as proof of this ban, no reason for the ban to have been en effect. So, why won't they pay me? It's bad business - shady and unsavory. It should not be legal.

  Business response

  03/01/2024

  Good afternoon ******.  Per casino policy, when banned from the property the guest is not allowed on the premises and must apply for reinstatement through security before retuning to the property.  When not reinstated by the security department, the guest will be considered a trespassed person.  Thunder Valley is considered private property.  Any guest not reinstated is not eligible for any jackpot rewards and may be cited for trespassing.  

  Customer response

  03/02/2024

  I am rejecting this response because:
  

  1.  The security department does not reinstate a patron's status.  That isn't what was explained to me, anyway, by the numerous people I spoke to on my journey to being reinstated. 

  2.  I explained to the security department that I AM reinstated.  They aren't the ones who made the decision to not pay me winnings, however.  That would have been casino management, even though i explained to them that I was reinstated as well.

  3.  It's been years since I was reinstated.  No one is going to carry around a reinstatement letter on them for a casino for years after the fact.  It's unreasonable to think that I would have proof of my reinstatement on me when I won a jackpot several years after the fact.

  4.  ****************** even checking into the situation further, they had me escorted from the property.  Now, they claim that I can't even come onto the property.  How would I go about presenting my evidence to the security, management, or anyone else, if I'm not allowed to be there? 

  5.  I never did anything to be removed from the property the first time, and I haven't done anything this time.  However, I am banned from being there, they won't let me contact anyone by telephone - they are making it impossible to collect my winnings.  It's starting to seem like they aren't trying to pay out my money.  It's looking very suspect. 

  My wife has been "banned" since 2007, and she has a players card, has collected handpay jackpots twice since then, and she has done nothing to be reinstated.  How do you explain that?  It's looking very discriminatory to  me.

  I don't want to feel like the tribe, the casino, or any of this is conspiring to not pay our winnings to people who frequent this establishment.  The more I get the run-around, instead of direct answers from someone with the authority to make these type of decisions, the more I'm feeling like that is exactly what is happening.  Someone from your casino with the ability to comprehend the entirety of the situation, and the authority to take responsibility for the legal ramifications of this action, needs to contact me so that we can come to a resolution. 
  

   

  Business response

  03/05/2024

  Good afternoon ***************.  This will be my final correspondents on this topic.  I have explained our policy.  Per your rejection response, I have investigated this thoroughly with our security staff to discover you were trespassed in 2008.  You have applied to be reinstated 3 times since 2014 and denied.  Upon you most recent visit on Mar 1st, you were given all 3 rejections for reinstatement as you mentioned you have no record of them.  I am sorry for any confusion in the past.  Thank you for your time.  

  Customer response

  03/08/2024

  I am rejecting this response because:

  After attempting to reach someone by telephone ensure that my faxed complaint was received by a member of the ********************* I was immediately re-routed back to ***********************, Head of Security for Thunder Valley, who explained to me that I have no right to due process of law, that I am basically not entitled to basic human rights, and they are allowed to treat me however they want to.  However, the Compact that is in place between the ****** Auburn Indians and the ******************* clearly lays out the procedure that should be followed when someone has a complaint.  Not one employee of that establishment has adhered to the terms the ************* Indians agreed to, or offered any resolution to my grievance whatsoever. I have attached the excerpt from the Tribal State Compact, which clearly defines the process outlined by the Tribe for disputes.  However, *********************** just informed me by telephone that I have no right to a dispute, and he was refusing to allow me to file a dispute with the ********************* because, and I quote, "there is nothing they can do for you".  

  If *********************** is judge, jury, and executioner - someone should have informed the *******************.  I'm positive that the State would not have agreed to you stripping the public of their rights, falsifying your intentions to align your practices with state or federal law to protect the public interest, or sidestepping the the most basic business ethics - honesty, integrity, and fairness.  Unfortunately, I have now had to contact the ************ of ****** Control ( a division of the Dep't of Justice).  I hope that I can find the integrity within the *** that was lacking in the Tribal ****** Agency and Thunder Valley employees.  If not, I am prepared to file suit in any and every court necessary to ensure that my justice is served.  

  The problem here is:

  The supposed trespass they gave me quotes California Penal Code 602 as the grounds for legality.  I have case law that supports the fact that probable cause must exist for the security guards to have even approached me for the initial "trespass".  There was no probable cause, because I have NEVER been convicted of a crime, and I wasn't even accused of a crime the night they "trespassed" me from that casino! I challenge *********************** to provide proof of anything he can use as probable cause for security to even initiate contact with me, when I was sitting OUTSIDE the casino waiting for a friend to arrive. 

  I was told later on that I was reinstated, but since I have no valid proof of that, I won't even bring that into the conversation.  However, I will make mention of the fact that on that night, just like countless other occasions between 2018 and the evening in question, I had been there for a couple of hours, at least.  I had been to the **** I had played numerous machines - there was plenty of opportunity for facial recognition to alert them to the fact that I was there "against a trespass order".  Not one security guard approached me the entire evening.  Not one employee said a word to me.  There was no issue with me visiting that establishment and playing those machines - until I won.  

  I have no doubt that you will answer with the same, pre-fabricated response, some cut-and-paste reply that takes shows how uninterested you are in your treatment of those who spend their money with you.  However, you should know that I have no intention of quietly fading into the background.  If you don't proactively make amends for this injustice, I will expose it.  Period.  

  
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received a promotional brochure on 2/20/24 for offers for March 2024. The offer states I am qualified for up to two free nights stay during any week from Sunday to Saturday through March 2024. I called on 2/20/24 to take advantage of the two night stay for 3/22/24 and 3/23 only to find out that they are fully booked on 3/23 and can only offer me Friday 3/22 for $490.00. Nothing in the promotional brochure says I am required to pay on weekends. This is false advertisement on behalf of the casino. They need to honor the two free room nights within the week outlined in the brochure. If 3/22 is available, it should have been free. I of course declined the room since it was not free as advertised. Its like a bate and switch and should be addressed. Best,*************************

  Business response

  03/02/2024

  Good afternoon.  This guest spoke directly with our Hotel Leadership Team after receiving this initial submission.  Thank you

  Customer response

  03/03/2024

  I am rejecting this response because: I havent heard back from Thunder Valley on my complaint. I received one missed call from Thunder Valley Rep. *************************** on 2/22/24. I returned the call that afternoon 2/22, 2/23 and 2/24, only to get her voicemail. I left my name and number all on all attempts to connect with her. I attempted one more time reaching *************** desk. The rep said ******** was on vacation and she would have another rep call me back. I have not received any response since this last call on 2/27. Thunder Valley has not resolved my complaint.
  

  Business response

  03/06/2024

  Good morning ***** and sorry for the delay.  I did follow up with ******** yesterday and she confirmed that she has made contact with you and resolve the issue.  Thank you and we look forward to seeing you soon.  Please do not hesitate to reach out to us directly in the future with any concerns.  

  Customer response

  03/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  11/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  About a year and a half ago I was drugged on property, I had a room, I was elite and a good customer. I woke up in a hospital beaten up from head to toe. My face, chest, arms, legs, I told my work I was in a car wreck. I think GHB is the drug someone gave me. I had witnessed that said they saw security do this to me. I was not awake and dont remember anything but apparently they found me in my room and also found 4 pounds of ********* in my safe and dont know who put that in, I heard a guy named ***** was in room, a guy named ***** and some lady, I do not remember anything. So Im not sure why the security beat me ** or if deep in my sleep I thought men were attacking me maybe. But they 86 me being a victim. I was dating a loser and I worked graveyard and when I get off of work he would drive to thunder and I would wake up and go inside looking for him then I got in trouble and had to do court, etc. its not right nor fare when u did nothing wrong. My family really wants me to pursue this cause I brought up pictures of that day I woke ** in the hospital. I keep having flashbacks of pieces and feel traumatized and its getting worse. I use to love going there but when no one had my back for someone drugging me and to have been beaten from your security, its so wrong.

  Business response

  11/27/2023

  Good morning.  This type of comment would be addressed with our security leadership.  They may be contacted at the following number ************

• Initial Complaint

  11/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  thunder Valley ( The Event ) concerts !!!So I am disabled and when I go to buy tickets for disabled seat section they are always sold out !!!! I asked agent whether people had to show proof of there disability and she said NO !!!! So they are selling tickets to non disabled People and the real disabled cant get a seat that was designated for them !!!!! This needs to be corrected !! I have e-mailed numerous letters with no reply and no changes !!! I believe this is a major issue for the disabled!!!!!! With my chronic illness I cant even get the seat thats appointed for us SHAME!!!!!

  Business response

  11/27/2023

  This guest would need to speak to the ticket vendors.  Thunder Valley does not sell all of the tickets to the Venue as they may be purchase through Ticket Master.  Thank you and have a great week.  

• Initial Complaint

  10/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10-13-2023, security officer ******* stopped me for trespassing, at that time he asked me my name I had no idea who it was ,he never said he was security, I lied to him because I had no clue who he was , he then started arguing and yelling disrupting the establishment, he then said he was making a citizen arrest , grabbed my right arm and tried to break my arm , I had a problem with my heart rate, and my arm is still hurt, I was not committing any crimes , I'm disabled and had to be taken by ambulance to hospital, I had no idea I was banned for life , I thought it was 12;months , they lied and said they told me , this guy is dangerous and now I'm having ptsd, and can't move my arm , I'm contemplating on seeking legal council , the man said he seen me crawl out of a ditch over a dead body , this is absurb , he is delusional, and should be terminated due to he violated my rights and had no right to physically touch me , I was walking not committing any crimes ,

  Business response

  10/17/2023

  ******* you have been banned from the property.  You are not allowed on property without applying for re-instatement or you may be cited for trespassing.  We will not respond to any threats of legal action.  

• Initial Complaint

  09/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was going to a concert at Thunder Valley Casino went through the metal detector and my ankle monitor was detected.They asked do you have any thing metal said I have a ankle monitor from court.They said cant come in and escorted me out.Was so embarrassing to have everyone look at me like was not a human being.Also said then give me my money back for my ticket and so no you have to leave.So lost $170 dollars for myself and $170 paid for my date.Comes to $340 that they never gave me back. There got to be something that can be done because they never gave my money back.Any help with having the right thing would be so greatly appreciated!!!! Please help going through so much in life just wanted a fun night with me and my date and thrown out because ankle monitor thats not ok and no refund is wrong. Ive be many air plane flights with my ankle monitor why is there S problem.They let over served drunk people in and Im sober and dont want any problem's.Just wished to have a good night and turn horribly wrong!!!

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Like many of the other complaints on here I also was told I was kicked out for a year.. It's been about 6 or 7 years and I got a call from a friend asking for a ride. I went down and started playing a little. I with **** over $1000 from their ATMs and I finally hit a jackpot there for $1800+ gave the attendant my I'd he returned with security they then tell me I'm trespassing and they were keeping my money. They have facial recognition and my name had to come up withdrawing cash from their ATMs. They could of told me that I had to be cleared through calling a number before taking my cash. If I wasn't allowed there then the cash I used to get the jackpot should be returned to me. They are thieves and I'll be down for a class action lawsuit if any others out there that were lied to want to join together. Being publicly humiliated and robbed isn't a good way to run a business. There are many casinos out there that treat their guest with respect. I will never go near that dump again.. They changed their policy or failed to notify me the year suspension would be longer if I wasn't cleared by the tribe. I was accused of breaking a screen that was already cracked. I bumped it and it cracked more. So I got suspended for a year in 2015. I was a presidential card holder and spent several hundred thousands of dollars there. Since I've earned elite status at many other better casinos and am happy to not go there. It's hard enough to win anything there to be robbed once you do is very depressing.

  Business response

  12/16/2022

  *************  You are not allowed into the casino until you file for reinstatement with the Security Team.  Once you have filed, your incident will be reviewed and does not guarantee you will be allowed back to this property.  All trespasses are for a minimum of 1 year.  With that being said, the 1 year **** is not an indicator that you may return as mentioned above.  If you caught on property, you may be sited for trespassing and are not eligible to claim any jackpot winnings.  You may contact our security department to have you cased reviewed at ************.  

  Customer response

  12/16/2022

  I am rejecting this response because:they took my money then refused to pay up when I wine it back. This is stealing. I have spent hundreds of thousands at their business  I feel they cheated me! If I could I'd have my bank put a stop on those transactions that day.I have no desire to return to that place. Who likes to play with cheaters?
  

  Business response

  12/20/2022

  We have no response to this rejection.  This is the policy for guest that are trespassed and should not be on the premises.  You may contact our security team if you have any other questions or concerns.  

  Customer response

  12/21/2022

  I am rejecting this response because:if they were kicking me out for life I'd never went back if it was for 5 years.. well even that would be past now. They kicked me out for 1 year had many ways to know I was there but I wasn't excluded till I got a jackpot . That's crooked business..
  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to thunder valley last night with a friend and I played for a little while I spent that I don't know how much over a few thousand there and I might well I was about to get ready to leave and I hit a jackpot and they they came up to me or taking me along was kind of weird and then they came up to me they said I was banned it from there on trespassing but that's not true cuz the trespassing had ended like a year ago and it's been 3 years ago since that and I feel like they discriminating on me cuz there was other people there that were other races and they didn't kick them out and they're actually banned it from there and I just feel very discriminated cuz my English is not proper and they were just they let me spend a lot of money there but soon as I hit a jackpot they came over here and kicked me out and treat even like I was just nobody there and I feel that I should be able to get my money my jackpot cuz my time was up on the being banned from thunder valley can you help me with this please and they were very rude to me too thank you

  Business response

  08/16/2022

  Good morning ************.  As you are aware, you were formally trespassed from Thunder Valley Resort in the past (we have your signed paperwork on file). Any Guest who is formally trespassed from Thunder Valley Casino Resort (TVCR) must permanently remain off entire premises, including but not limited to, the Casino, Hotel, food outlets, and concert venue. The formal trespass ban is a permanent ban, unless otherwise specified. After one (1) full year, the ban may be re-evaluated for permanence by the ***************************** Any casino winnings obtained while violating this formal trespass will be permanently forfeited and become the property of Thunder Valley Casino Resort.  It is your responsibility to apply for reinstatement.  A formally trespassed Guest may contact Thunder Valley ******************** Banned Guest Reinstatement Request Line, telephone number of *************, for request of reinstatement. The trespassed Guest may make a request for their incident to be reviewed for deliberation and review for possible reinstatement to Thunder Valley. This is ONLY a request and the Guest is still formally trespassed from property until and unless determined otherwise. The following information will be requested: name, contact information, date of incident in question, reason for the ban, etc. Upon request for reinstatement, the trespassed Guest will be contacted upon review of the trespass status after the one (1) year time limit has expired.  Note that multiple/continual calls to Security for review of the formal trespass may lead to additional time being added to the ban from property. The addition of time to the ban will be at the discretion of ******************* once they deem the calls to be excessive and/or harassing.  

   

  Sincerely,

   

   

  *************************
  

  Customer response

  08/17/2022

  I am rejecting this response because:
  You guys didn't even hear anything I said bad at me but the year was already passed up and they never told me that I couldn't come back and they took my money and kicked me out but before that they took like $1,000 that I played there and as soon as I hit a jackpot they they kick me out that's unfair how they did that I just don't agree with that and it's been almost I would say two years when we even 3 years I don't know but I would like to see if I can get my money back please cuz you guys sent me the same thing thunder valley said the trespass you guys didn't hear anything that I said doesn't make no sense please get back to me bye thank you
  

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