Complaints

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.

• Initial Complaint

  Date:05/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 called on April 11, 2023 to book my complimentary stay. Very excited to book it for the month of May for me and my fianc it wouldve been his very first experience staying at the Winstar. Hes from a different State and was more excited than I were. Unfortunately a week before our stay he came down with COVID and had to miss a week plus from work and we had to Quarantine including my children. I called to cancel but theres no records I did, I was told maybe the front desk canceled but no records. I got an email today stating to tell Winstar about my stay at Winstar. We never got to experience the Stay, so I called and was told it was redeemed and I wasnt about to redeem it again. I said how, when we didnt get to make it for our stay due to COVID then I was told its not on record. Like where did the mixup or mistake occur. Thats troubled to know my complimentary stay went down the hill on Winstar fault. Very upsetting. So I asked how can I get further help with this and the guy told me I can file a complaint on the Winstar website where multiple managers can *******. Instead I said Ill file it with BBB, I wouldnt want anyone else to go through the same as I did. Now what I do from here wait another year or months to get another complimentary stay that I never got to use. Its crazy! Winstar do better!!!

• Initial Complaint

  Date:01/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 booked a stay for 01/6 & 01/7 of this year. After checking in, I was provided a room in the south tower. I performed my normal cleaning routine, (spray the beds, carpet, chair with bed bug spray, wipe everything down with Lysol - remote, light switches, counters, desk, etc.) We placed our bags next to the *** Left the room to grab a bite and ******. We returned to the room around 2 am. The hotel should have the exact time because I called the front desk demanding another room due to a ***** on the bed. A person came and collected the ***** and stated she was filing an incident report and someone will call me within 24 to 48 hours (that didn't happen). Then I was brought new door keys for a room in the casino towers, the hotel person who stated she filed an incident report assisted us into a different room. Before even entering the room there was a very loud commotion going on next door. We entered the room, it was even louder. I asked her how is someone supposed to sleep in here? It was after 3 in the morning. She called the front desk and they even heard it over the phone. Now off to a 3rd room also in the casino tower. This room was in close proximity to the elevator, Needless to say even with the fan on it was a sleepless night due to the elevator constant clicking. I followed up 3 times about the incident report. Each time I had to explain what occurred. No incident report was ever filed. On my last and final call on 1/16/2023. I was transferred to *********************** (Assisted Director House Keeping) when I requested someone in Operations. He apologized. I should have asked him what the apology was for because in his next breath he insinuated that I must have brought the ***** in because the hotel doesn't have roaches and offered me a comp room. Who would want to stay there? As an Elite Member I receive comp stays in the mail almost weekly. The worst hotel experience of my life. I'm very disappointed in Winstar World Casino Hotels. I expected & deserved more.

• Initial Complaint

  Date:01/07/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 will first start my complaint by saying that my experience at the casino in ************ **, was pleasant and I wish that my issue could have been resolved while I was on the property.Prior to coming to this establishment I had signed up for the "Club Passport" for their promotions and bonus play perks. I had come expecting to be able to accrue these points as it had been advertised online and in person while walking throughout the casino. Starting at the time I arrived I had confirmed my signup with member services and they gave me and my girlfriend two pamphlets and a chocolate bar, and the cards to use with the machines. I had began inserting the card at every slot machine I went to, and also had the dealers at the tables swipe my card when starting at a new table. Towards the end of the day, and over 1000$ later I went to member services to see the "bonus play" me and my girlfriend accrued and I was told by the member services attendant that we had 0$ worth of bonus play and we hadn't had our cards used at any of the machines. I had explained I had been in the casino for over 6 hours, and I assured her you could see me playing at a number of different machines. They took me to another set of member services attendants that told me that the cards only work on "certain machines" and the points do not accrue on "table games" and that occasionally you have to "bend the cards to make them register in the machines". I explained I wasn't told any of this information, and they had proceeded to tell me that they couldn't verify I used any machines. I asked to speak to upper management and another attendant told me that her boss said he could credit me 25$. I spent well above the needed funds to accrue 25$ so I refused it, and when I had called the number on the back of my card, the call center woman "*******" had said she emailed my situation to upper management, and guarantees a call or email back. When I receive this I will update this BBB Complaint.

• Initial Complaint

  Date:11/04/2022

  Type:Product Issues
  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.

  Business provided false information on BBB case ********. They never once tried to contact complaintant, and follow up by the victim went unanswered. The number provided as contact in bbb site is now no longer in service, and retalitory action was taken further against the victim.

  Business Response

  Date: 11/09/2022

  Good afternoon. Our records show that you spoke with our Senior Casino Operations Manager on Friday, November 4th and your concerns were addressed at that time. Thank you again for your feedback.

  Customer Answer

  Date: 11/10/2022

   
  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:10/21/2022

  Type:Product Issues
  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.

  Business revoked my premier status then claimed I never had it. This was done after I provided negative feedback about a prior experience. On 10/21 I spoke with the ops manager. He tried to call me a liar and was insulting. When I offered up evidence of my status he hung up on me.

  Business Response

  Date: 10/25/2022

  Good morning and thank you for submitting your feedback. In regard to your member status, according to our records, a complimentary upgrade to Premier status was assigned to your passport account on 10/1/21. At that time, your points were reset to zero, and you needed to earn 5,000 points within a 6-month period to maintain that status. When the 6-month period ended on 3/1/22, you had only earned 165 points, so your status reverted to Base member. Since then, you have not earned the 5,000 points within a 6-month period to qualify for another upgrade to Premier status. You may refer to our Tiered Card Program policy on our website at https://www.winstar.com/rewards/tiered-card-program/. In regard to your experience with our security team, your information has been provided to management, and a member of our team will be reaching out to speak with you.
  
  Thank you again for providing your feedback.

  Customer Answer

  Date: 10/26/2022

  
  Complaint: ********
  
  I am rejecting this response because:  That is simply not true.  I stayed at the casino back during Memorial day weekend and lost at least **** dollars between the tables and slots.  I stayed again in June, and doubled that.   I had to get a new card because it was not reading properly.  I have been going to your casino on a weekly if not twice a week since March.  Then to add a cherry to your Sunday I was ROBBED at the casino by a thief.   The reason why I have not returned is because your ops Manager ****** or ***** or something like that called me a liar that I was NEVER a premier member.  I showed him the documents showing otherwise and he HUNG UP ON ME!   When I checked the machine before I left that day I had earned **** points for that day.  I would have played more however the person who you caught stealing from me was playing at the tables still after the fact they were caught.    So I left.   

  All I am asking is simply TWO things.  First off an apology.   How hard is it to say I am sorry for being rude? Second I am asking that you reinstate the premier benefits and give it another change.  Please monitor it correctly, and I will show that I do in fact play there on a regular basis.  Really that is it.   You do that and I will be satisfied.   

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have a claim that was filed from an event that occurred in Sept 2022. Case number ******. I have made multiple attempts for resolution, but cannot get a single return phone call, or even an email on the follow up. I called and spoke to a hostess how in turn told me my status has since been demoted. This is retaliatory action because I filed a complaint? On Sept 10 I was a victim of theft. A person stole money from me as I was putting it in the machines. I later find out the casino actually told me they did not recover the stolen money, but actually did when I confirmed after the fact from other employees. Either one of two things occurred. I was lied to by casino management, or the staff is not competent. Either one of those are not acceptable. I have been a regular at this casino for more than a decade, but now I am not even secure enough to invite family and guests to the facility. I tried to reach out for resolution and I am either ignored, demoted in status, or blown off. I am sad to even think that I have to complain here to get a resolution. This should have been taken care of last month with a simple phone call.

• Initial Complaint

  Date:08/24/2022

  Type:Sales and Advertising Issues
  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 would like to be removed from the mailing list. I have giving them all my information and they still won't remove me.

  Business Response

  Date: 08/25/2022

  Good afternoon,

  I have confirmed that your account has been marked to no longer receive mail. Please note that it may take up to 90 days to be removed from our direct marketing programs, including direct mail pieces and emails, from the date that your request is received. We appreciate your patience and understanding as well as your patronage.