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Business Profile

Casino

WinStar World Casino

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 18 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/11/2025

    Type:Facilities Issues
    Status:
    Unanswered
    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 April 9th, my husband and I experienced an unacceptable level of cleanliness in our suite, resulting in the discovery of a cockroach. This finding created significant distress and discomfort, impacting the quality of our stay and necessitating that we take preventative measures to avoid further infestation, including sleeping fully clothed.

    WinStar has never reached out to me and taken care of this issue. They sent me information to file a claim with their insurance company, but has neverever responded. Left several messages and it’s unacceptable for me to even deal with a cockroach in one of their rooms when they say they are best hotel in town And the world‘s largest casino. They do not take care of their customers.

    Reference number ********** ******* ***** or this reference number 2025417012

  • Initial Complaint

    Date:05/29/2025

    Type:Facilities Issues
    Status:
    Resolved
    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 husband and I stayed at the WinStar, May 28, 2025 for my birthday. Gambled and hosted 6 at Kirby’s. Perfect until we went to our room for the night. Room 10222.As we were sitting there I could hear a scratching. Went to the trash can and there was a mouse in it! I put a bath towel over the container and called Guest Services. Two employees came and took it. We were disgusted and didn’t sleep for fear of other mice. Checked out early to get out of the room. My husband talked to the desk manager about the situation and she was not concerned in the least. Actually, rude! I would have expected at least, a room discount. We left and will not be back. I wonder how she’d like paying for a room with mice? This one woman ruined a nice birthday memory with her poor attitude.
    Put a blemish on the other employees that had been so friendly and helpful throughout our stay.

    Customer Answer

    Date: 06/10/2025



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



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

  • Initial Complaint

    Date:04/27/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    To whom it may concern I was a gold card member at WinStar
    Casino they put me to primer card that just doesn’t make since after someone spents all this money I think you have earn it to stay Gold so I don’t get that much offers so that is my excuse for going now it’s just hard because I don’t have any offers to go visit

  • Initial Complaint

    Date:10/31/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Apparently ******** is this venue's ticketing partner. Which makes me wonder why they then don't notify the customer that they won't allow the resale of tickets when attending an event at WinStar. The only WinStar policy I read that was made available prior to purchase DID NOT mention that this venue does not allow resales. If ******** is their exclusive partner then this isn't a new thing for either company. What a back-channel greedy handshake between the two. I still would like to know where the customer before purchase is notified that WinStar doesn't allow ticket resales. That it's a "venue decision." A true money grab. Appears to be a nice little fraud game and advantageous opportunity for WinStar and ******** to ensure they get paid.

  • Initial Complaint

    Date:10/25/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 friend made reservations for 3 people. In the reservation we wanted a row-away bedfor the third person. My friend was told that it was ok, and the reservation was booked. When we got there that refused to provide a roll-away bid saying that it was a fire hazard, We asked for a second room and that refused to provide one. What they provided was a few blankets and pillows and was told to sleep on the floor. really? Yes, really. I had to sleep on the floor. The Casino didn’t apologize and when brought up before management we were ignored. The next day we cancelled the remaining days a left. We will not return to the Win Star Consino.

  • Initial Complaint

    Date:08/06/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    Winstar casino states that all offers to player club members are solely based upon the amount of money spent, the amount of the bet, I've spent alot of money and I have 0 offers yet my wife who's a bit conservative doesn't spend much at the resort has all kinds of offers available,

  • Initial Complaint

    Date:05/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Well i came into the winstar casino back. in 2021 for the first time and *********************** and *********************** stole my wife and i players card we both witness that we had one but they had so many of are players card in there white jeep vehicle. I told my wife about it. She said its fraud. *********************** is knowon to steal. From my wife and myself. so many players card's where in the vehicle.keep i told my wife she said take these cards and put them in the trash cut them up and put them in the trash.we did not give permimission to *********************** and *********************** to used are cards without are concent.

  • Initial Complaint

    Date:05/06/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 friend and I checked into our hotel room around 3:00 p.m on 5/2/24. We cleaned the pillows, linens, and restroom appliances and areas with antibacterial wipes for cleanliness purposes. After settling in, we walked to a customer service kiosk/desk help her create an account and retrieve a membership card as this was her first trip to the Winstar Casino. We, then, walked to the buffet to eat dinner sometime after 5:00 p.m. After concluding dinner, we walked the casino floor to explore the area and eventually returned to the room around 7:00 p.m.Upon entering the restroom, I realized something was crawling on the restroom sink. Unfortunately, to my discovery, it was a *****. My friend and I both collected our belongings, and we both decided to check-out completely out despite the front desk representative (and manager) offering us a new room. Everyone was extremely accommodating; however, we politely declined the offer. It was our opinion that the rooms possibly needed fumigating, and we did not feel comfortable with staying the night with a chance of encountering another unwanted insect. I've always enjoyed my visits at the Winstar Casino prior to this regardless if the stay was overnight or not. I hope they improve their cleanliness efforts as I would like to return again for another stay, and hopefully it could change the perception of my friend's first impression as well.

  • Initial Complaint

    Date:12/16/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    We are requesting your office to investigate the bait and switch tactics that WinStar Casino is involved with their concert promotion and tickets sales. We are asking for your assistance in recovering a full ticket refund and fees associated with our compliant.On Saturday, December 2, 2023, we purchased two premium tickets to ****** and Lynyrd Skynyrd for their December 28, 2023 concert at WinStar Casino and Resort for a total of $344.50.00. See the attached tickets and venue promotion of the concert. We learned after the purchase that ****** was not performing, which I contacted WinStar Casino asking for a full refund. They directed us to Seat Geek, their ticketing sales partner. After explaining the situation with Seat Geek representatives, we were denied a refund. Our request was reasonable as a consumer and we ask your office to assist us in the recovery of our ticket purchase and to provide correction action to WinStar and its ticketing partner, Seat Geek.Please contact me on next steps for a fair and equitable refund.

  • Initial Complaint

    Date:09/07/2023

    Type:Billing Issues
    Status:
    Resolved
    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 visited winstar and rented a room there from the 31st to the 5th. My credit card was charged four times. This caused me to not only overdraft on some of my other bills. It was a total of over 4k I was charged for a **** charge.I was comped one day for this and talked to the *************************.I now see some of my auto deducted bills were not paid because of this. This has been by far a terrible experience. Please look into this and assist me further. Even the employee I originally talked to wash shocked I was only getting comped one day for getting charged four times on my credit card.*******************

    Customer Answer

    Date: 09/11/2023

    They left me a voice-mail saying they are returning my full amount and I'd like to close the compliant. 

     

    Thanks *******************

     

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