ComplaintsforRocky Gap Casino Resort
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
won 25oo dollars on june XX XXXX had no identification came back 10 days later to claim paid taxes and the rest was intercepted by marylands central collection agency. upon calling said agencies was informed neither my name or social security was in there system. called casino got no response told to call ccu back did that sent copies of my i.d. and s.s.number to them got them to investigate was given phone number when i called back disconnected.Called casino got ahold of accounting ws told they would handle it now they wont respond. Am frustrsted getting a run around.Business response
09/09/2022
Business Response /* (1000, 5, 2022/08/22) */ We have been in contact with Maryland CCU regarding getting this issue resolved as quickly as possible.Initial Complaint
07/14/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Scam artist company. On June 13th my friend and I booked two nights at the Rocky Gap Casino and Resort, for July 3rd and July 4th. We paid upfront for both nights on Rachel's card as shown on the confirmation statements. For some reason the website wouldn't let her book the two nights consecutively so had to book the 3rd and the 4th separately. She called and the front desk offered to merge the two separate rooms into the same room so that we wouldn't have to change rooms halfway through our stay. Then when we arrive on July 3rd and I went to check in, they asked for my credit card for a $100 authorization hold (which is weird because they already have Rachel's card) but then a few hours later the $100 goes up to $273.60. I was again told by the front desk not to worry, that the charge would fall off. The charge went through on my card on July 5th after driving 4.5 hours home. I've since spoken to the operations manager who refuses to refund my money.Business response
12/14/2021
Business Response /* (1000, 21, 2021/09/23) */ ****** ***, is the person that reached out to us. The second night stay was charged to ******s cards and she was very upset about that. I explained to her that I was more that willing to refund the amount back to her MC. If I can received another form of payment from ******* *****. That the second night stay would have to be paid in full before releasing the funds back to the Master card. She told me that she would be taking up with her institution and that I was not to collect payment from *******. I even offer to call her. So I told her that payment would not be refunded. I also, explained I don't have ******* VI card on file anymore or I would make the adjustment immediately. She was very inappropriate with her verbiage and hung up the phone. I did not speak with ******* ***** at all.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.