ComplaintsforFoxwoods Casino

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation on there site for a room with a King size bed from 12/22 to 12/24. I was checked in and upon arriving to my room I was surprised it had 2 beds, so I went downstairs and was told that they were over booked and that this was the only room available. I asked to speak to a manager Amelia M**** and she tells me that there is nothing that she can do and that I should’ve read the fine print that if they are over booked I have to take whatever is available. I asked if she could try to have one available for the next day she states that I would have to wake up early and go to the front desk and put my name on a list to see if they could accommodate me. I asked why she couldn’t just do it at the present time? She says because it’s a different shift, I also asked why she couldn’t try to give me some sort of discount or anything to try to make me feel better about my inconvenience, she said nothing. This is our 10th year going there and our last I feel so humiliated and for her not to do anything to remedy the problem was just surreal.

  Business response

  12/27/2023

  Mr. ****** was contacted about the incident and reviewed our policy of not guaranteeing room types.  He was offered a one time suite upgrade within the next year and was satisfied with the call and resolution.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid 67.00 at Foxwoods to play bingo. I yelled bingo and put my arm up in the air with the ticket and the caller called another number, they did not give me the 300.00 I won. I want my refund of my ticket or better yet my 300.00 I won. I feel like they do this often to people

  Business response

  11/24/2023

  Guest was emailed on 11/10/2023 at 509pm from Director of Bingo, Dawn M*******, inquiring about more information regarding the Bingo date the guest attended.  As of 11/24/2023, the guest has not responded to this request.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to check into a free hotel room. The staff member asked for my debit card. At this point, I was not told that I would be charged and no amount was indicated to me. I am not supposed to be charged until after I agree to the hotel terms via the prompts. She then told me to follow the prompts on the screen and press the "Accept" button. I looked at the screen and saw that they were attempting to charge me $624. I told her it was supposed to be $0.00 for the room and $100.00 incidental hold so she went to talk to the manager. She came back and told me that I did get charged extra resort fees, but not to worry because they will be returned back to the card upon checking out. At this point, I still did not authorize any sort of payment, nor did I click "Accept" on anything on the screen. I told her that I would like this specified in writing before I continue with the prompts on the screen. She refused to give me anything in writing and told me that I have to finish the prompts. Again, I said, no and told her that I do not want this charge to go through my account. She replied that she already put it through and there is nothing that can be done to stop it. I asked her why she would put a payment through when I never authorized anything and I told her that I am not moving forward without some sort of proof from them that the amount on the screen will not be charged. She reached over the counter, turned the screen toward her, pressed the accept buttons and completed the prompts against my will. The manager also would not provide me any documentation. They told me my confirmation number was my receipt, but my confirmation number is for a room for $0.00. At this point, I don't even know how much they charged me. Later that night, I checked my account and noticed that $186 was charged and that it was authorized by signature - I never signed anything. $86 more than I would have authorized had I ever been prompted to authorize them to withhold anything.

  Business response

  09/20/2023

  Good afternoon,

  Hotel Management has attempted to get a hold of this guest numerous times via phone (no voicemail is set up) and the email provided.  He has returned 1 call and left a voicemail because the manager was not in that day.  Attempts were made again today via phone - no answer, no voicemail - and another email that has not been responded to yet.

  Thank you!

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went to Foxwoods casino on 08/03 /23. After seeing a show went back to our room around 11:30 pm. Upon pulling our bed sheets down , we seen a bed bug in the corner of the bed. Called front they offered to change our room. My wife and we’re really upset so we decided to go home. Upon checking we spoke the front desk manager and showed her a picture we had taken. She said that they we send the eco team to the room. The only people that could help us further was tha complaint department. I instructed her to call my asap. Never called.We discarded our clothes that we were wearing into the rooms garbage pail. Got home around 3am. Horrible and disturbing night.

  Business response

  08/10/2023

  We have reached out to the guest to resolve via email.  Guest has declined resolution offered at this time.

  Customer response

  08/10/2023

  A person by the name B***t. Spoke to me. He told me the eco pest control went thr room on august 5 and DIDNOT detect any bed bugs. Two things . I asked why it took two days for the pest control company to go there. He said they are very BUSY.?Wow I thought that would be a priority!! . They are not going to admit that there is bed bugs. That would open pandora s box. They offered $150 food voucher. Please provide what agency in *********** handle pest control problems. Called the department of health in *********** and they told me Foxwoods is a tribal nation and they have no jurisdiction because of there status. Their has to be a resolution. I want future guests not to be exposed to bed bugs. Someone has to regulate that proper process is in affect to insure the health of guests. Thank you in advance.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi my name is *** I have been going to Foxwoods for a very long time I am a diamond card holder thinking maybe I was a little special he’ll no I was staying at a room in one of there hotels decided to stay another night they told me I couldn’t because they owed on room service room service I never got I never sign for no one has showed me any proof I just spent $10,000 the night before and lost it 3000 that same day none of that matters to them and no one returned my phone calls I also had played for a whole day they told me I won over $82,000 that day I walked out 500 in the hole. They proceeded to tell me that I left with $42,000. I spoke to my host I won’t mention any names said they would check into it never return my phone calls , the customer service and all that stuff I guess it’s time to go back to ******* just had to let someone know

  Business response

  08/08/2023

  This issue has been resolved with the guest.

  Thank you!

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sat down at a slot machine. Placed a $57.78 cash voucher in the machine. The machine didn’t read the voucher. I pressed cash out and a voucher for .27 cents was produced from the machine. I asked for assistance and was told by floor security I was lying. A supervisor came over and also stated that I was lying. Never opened the machine to see if the machine just took my voucher in without reading it correctly. They stole my money and I was my $57.78 back.

  Business response

  07/05/2023

  Good morning, Mr. ******,

  Can you please provide the date of this incident as well as whether you have a player's card with us to help us research this incident?

  Thank you!

  Foxwoods Management

• Initial Complaint

  05/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ongoing I am a platinum card holder at Foxwood and they have certain offers and benefit for your status of your car/ play. As a platinum card holder, I supposed to receive a $25 arcade gift card and other benefits and each time I go to Foxwoods I go to the reward station and I request a $25 arcade card and I am told that I do not have one in my account but the advertising shows that one of the benefits is a $25 gift card for the last five visit. I have not received it and I think that is false advertising. I have call customer service and I’m getting no help to reimburse me for the gift cards arcade card that we did not receive all they’re saying oh sorry, but I don’t think that’s fair. I spend my money I maintain my status I deserve my reward.

  Business response

  05/23/2023

  Ms.  ******,

  My sincere apologies for the inconvenience you experienced during your recent visit to Foxwoods Resort Casino.   I have reviewed your Foxwood Rewards Platinum account and the information that I am seeing is that you do have the $25 Arcade Card offer available in your account.  To redeem your arcade offer, simply present your Platinum Card to the Tree House Arcade Cashier.  If you experience any further inconveniences, please reach out to me directly at **********************. or our Rewards Support Team at ****************************  

  Kind regards,

  William F*******

  Manager, Foxwoods Rewards

  Foxwoods Resort Casino

   

   

  Customer response

  05/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: what about the other 5 time I was told I didn’t have the arcade card on my account . I don’t think it’s fair that I was told each time I didn’t have it but I did have it but y’all didn’t give it to me because I was so I didn’t receive I didn’t have it on my account. What about them time

  to this only  address going forward how about addressing the past
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  05/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 6th I made purchased from this establishment. I was over charged and tried to resolve this matter while at this establishment. My bill was 128 dollars and I was charged 172.I was told I would be all set but unfortunately, I was then charged again, which made the account negative. I reached out to resolve this matter on 5/7 but was told they didn't have any record of the charges made. I was told I could send my records of these transactions and the email address provided came back as undeliverable. I would like to receive a refund for the overcharge in an amicable manner as I am owed this money due to the mistake of the staff charging my card more than what I actually owed to the establishment. I am including the record charges from my card and the receipts of each of the payments made. I also included the email message I received when trying to send the information to them to resolve this matter.

  Business response

  05/09/2023

  We are addressing this claim with our accounting department. We will reach out to the guest once this claim gets resolved.  

• Initial Complaint

  02/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a complimentary stay for 2/12/2023 as I always book Super Bowl Sunday. My debit card was charged for the stay and I was told the complimentary stay was not offered . Repeated discussions with Kimberly, the business manager proced fruitless s she claims the offer was NOT complimentary. I have been a long time loyal customer and always respected and enjoyed going to Foxwoods. Being told I was lying and mistaken has left a terrible taste in my mouth. I am now taking copies and photos of my booked complimentary offers so they cannot dupe me again. Shame on Foxwoods and the lack of service and respect for their faithful clients.

  Business response

  03/13/2023

  Guest has been contacted and a resolution has been reached.

  Thank you!

   

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Wednesday February 8, 2023 my sister and I went to Foxwoods to play the 10:30 am. session of bingo as we usually do nearly every Wednesday. When we arrived around 8:30 am. there was already a long line to purchase the admission packages. When we got to the teller we were told that they had been told not to sell any of the special bingo packages with no explanation as to why. So I purchased 6 packages in the tablet and one paper at $15.00 per package, paid for one package with my rewards points, my cost was $90.00, and my sister spent $45.00 for 3 packages and paid for one more with her rewards points, then we went into the hall and got settled, had breakfast and then a lady made an announcement that they would not be playing any specials or any of the jackpot games, that included the Bonanza game which is part of the regular game package and usually pays big money. Then she announced that instead of paying the regular $500.00 game payouts that they were only going to pay $300.00 per game. She said that we could get our money back if we wanted to but we had traveled over an hour to play bingo so we decided to stay. Then we heard that the reasoning behind this was icy roads and lots of staff had called out. We are senior citizens and had traveled over an hour to get there and had no problems with the roads. Even after reducing the payout value they still charged us the same $15.00 admission. The attendance was about the same as any other week day and the 10:30 bingo session did not start until 10:50 because they were still a lot of people waiting in line to purchase their bingo packages. The bingo session was all done by 12:05 pm. so we got to play for and hour and fifteen minutes. Bingo usually starts at 10;30 and ends around 2:00 pm. I feel this was unjust and unfair and that some sort of compensation is due. Thanks you, respectfully **** ** ******

  Business response

  02/09/2023

   Good afternoon,

   

  Please accept our apologies for what recently happened during your trip to Foxwoods Bingo.  On the morning of Wednesday, February 8, 2023 this area was hit with black ice and many other guests were not able to arrive on time.  In order for us to host a Bingo Session we must have a certain number of guests.  At the time the decision was made to modify the session so we could still offer a game to the guests that arrived we did not have enough participants for a full session.  I do apologize that my staff did not wait until 30 minutes prior to the start of the session to make their decision, which at that time we did have enough for a full session.

  I know this doesn't make up to you for what you've been through, but i thought that you should know that our intentions were good.    Again, we are sorry, and we will refund you the three admission that you have requested.  They will appear on your reward cards as a promotional offer.

   

  We look forward to seeing you on your next visit to Foxwoods Bingo.

   

  Dawn M*******

  Director of Bingo and Sportsbook

  Customer response

  02/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: according to their response they are refunding me for only THREE admissions when I purchased a total of 6 admissions plus another admission which I paid for with my rewards points for a total of $105.00 plus I was submitting this complaint on behalf of myself as well as my sister whose name is ***** ***** rewards card # ********* she purchased 3 packages for a total of $45.00 plus she purchased one with her rewards points for a total of $60.00. My other question is will the promotions be able to be used for bingo admissions? I have no problem with the refunds being made through the rewards program because we will be spending them back at Foxwoods anyway my only concern is with the refund amount. I thank Foxwoods for being understanding and being willing to compensate us.
  
  Sincerely,
  
  **** ******

  Business response

  02/13/2023

  Customer was contact with a resolution, if they are not happy with the resolution, they should reach out directly to the business.  Guest asked for refund of three admission and three admissions were added to their account.  

  Customer response

  02/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am willing to accept the resolution offered regarding 3 admissions being added to my account, however the admission cost is $15.00 times 3  equals 45 rewards points which should have been added to my account, however only 30 rewards points were added to my account. I was at Foxwoods today and was not sure who to speak to , when I asked , Security was directing me to the Gaming Commission , I did not think that involving the Commission was necessary. All I ask is that the third admission be added to my account and we can consider this resolved. Thank you for your help in resolving this issue,

  Sincerely,

  
  **** ******

  Business response

  02/21/2023

  Guest was reached out to privately and a resolution was reached.

  Customer response

  02/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: As soon as I see the additional 15 admission points added to my account, as was agreed upon, I will accept the resolution, 
  
  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. ↩