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          Business Profile

          Casino

          Desert Diamond Casino -West Valley

          This business is NOT BBB Accredited.

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          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            04/25/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            On Saturday, April 13th, **** engaged in a game of Craps at Desert Diamond Casino accomplainsed by a friend. At approximately 11:30PM, my friend and I sought a brief absens from table and responsibly approached the stick person, requesting them to oversee our chips and maintain our positiion at the Craps table. Upon returning from a restroom break, I observed an unfamiliar individual occupying the space where I had left my chips. Politely approaching the individual, I inquired if the they had inadvertently taken possession of my chips. Regrettably, they claimed the chips as their own, indicating they had just arrived at the spot. Seeking clarification and assistance, I approached the same dealer who had previously agreed to watch over our chips. Initially, the dealer appeared unaware of our prior arrangement but subsequently asserted that the casino bore no resposibility for safeguarding players chips. Recognizing the gravity of the situation, I escalated the matter to the attention of the pit boss. The pit bos promptly engaged security personnel to review surveillance footage. After considerable delay, a manager named *** purportedly reviewed the footage and offered restitution to my friend, erroneously citing the amount stolen was $300. Correcting this misinformation and asserting my rightful claim the funds, I clarified that the stolen amount was double that amount. In an unfortunate turn events, *** displayed unprofessional conduct, becoming agitated and abruptly dismissing the matter. This prompted a security gaurd to intervene, offering assistance and facilitating a ******* with on duty casino manager, idenified as *****. Recounting the indcident to *****, I received a apology and a commitment to reevalute the surveillance footage to ascertain the accurate amount stolen. Despite assurance of follow-up no further communication was received from the casino.Four days elapsed without any communication from the casino.

          • Initial Complaint

            01/04/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            I went to desert diamond casino parked truck in valet parking came out and had sat in passenger side and it was wet from something and stained my outfit which cost ****************************************************** 200 to get stain out and freshen fabric I want them to pay me for these inconventices they told me that when I come again they would clean how can u let your vehicle go months without cleaning it when u don't know why it was soaked I deserve they to pay me for my out of pocket cost totalling 270 and at least 50 for my time **** was the spoke man for this I am completely disappointed in this behavior attitude and than brushing me off like I was nothing

          • Initial Complaint

            12/11/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            ************, 2023 when a solicited free gift was never received. The promotions rep provided me with ***************************, promotions coordinator, phone number. *********************. He contacted me and said it was ordered; deliver 1-4 weeks it didn't arrive. Left vm twice; he never responded. I emailed DD ****** as it's apparently headquarters. He finally responded via email. Again advised it was ordered; delivery 1-4 weeks. It didn't arrive. On 12/10/23, I sent him another email. ****** ultimately responded that he gas "handed it off to a third party, Gift&Go" and can no longer help me with my unfulfilled item. It is ultimately the responsibility of Desert Diamond West Valley to resolve the issue. The casino sends emails to bring you in to the casino. They make offers and are obligated to fulfill offers that they solicit for. It's unacceptable that an almost 1 billion dollar yearly revenue business cannot accommodate a guest for such solicitations and hand the issue off to a third party, washing their hands of the promised gift. It's been over three months. I've been more than patient and expect an apology and compensation for the unfulfilled gift.

          • Initial Complaint

            11/12/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            On 11/11/2023 at 425pm I went to the Desert Diamond Casino in Glendale and sat down on the first machine and put $20 in and put my players card in and then the machine did not spin or anything but said I had only $1.80 left. I immediately pushed the service button and the service guy came to see what happened and checked to make sure I did in fact put my 20 in and they could see it but said there were games played. I explained the reels did not spin nor did it play anything and to check the cameras. They said security was unwilling to check the cameras for a small amount not even if it was a few hundred dollars. I requested my money back and they stated they couldn't do anything. I even requested they put it on my players card and they refused. This is such a scam and they need to fix their machines as there was a previous incident 3 weeks prior on a Friday, where a lot of their slot machines "turned off" and they also stated they couldn't do anything, if you had money in the machine, it was lost and some people upon cashing out the machines would freeze and they took 3 hours to cash people out. I believe the state commission needs to look into this and I want my money back!

          • Initial Complaint

            09/26/2022

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            To whom it may concern.Please see attached ad that made me join. I have attached 250 Terms and conditions from the actual Dessert Diamond website. I received my $250 bonus on top of my $250 dollars I deposited. For a total of $500.I placed 4 bets of $100 each. I placed my first bet and lost. My second bet tied and I received $100 dollars back.I had a total of $400 at this time.I then placed 2 bets of $100 each.I Won both my $100 bets with a $191 dollars per win bet for a total of $382.My account stood at $582 when they changed there rules on me and cancelled my account.I did not withdrawal money and followed all terms. (see attached terms.)They then made me verify my identity sending personal information as front and back of my banking card. Driver license and personal bill. Making me feel vulnerable to identity theft and uncomfortable.They sent me back my initial deposit and did not give me any of my winnings I rightfully am owed claiming new information that is not within the terms posted. Citing information they created. I also have video showing when you click on house rules or any other rules through the terms and conditions that a ************************************************************************************************** favor. I can see how they scam people especially when they post ads.I had over $582 total when this scam misleading and false advertisment was noticed.I added back and forth conversation with a woman named *****. She stated other reasons on terms and conditions that are not public.Video is too large to send through email will be glad to share in any other way you may need it.Terms and conditions do not state anywhere "one person in household in which you reside"

          • Initial Complaint

            09/03/2022

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            Machine malfunction I begged them to check cameras or ask any one that was watching 3 witness treated me like a theif or talking down to me basically bullying me

          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 Rating & Accreditation

          F

          This business is not BBB Accredited

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          Businesses in this category

          Years in Business: 20

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          9431 W Northern Ave

          Glendale, AZ 85305

          Visit Website
          (520) 294-7777

          Customer Complaints Summary

          8 total complaints in the last 3 years.

          1 complaints closed in the last 12 months.

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