ComplaintsforDesert Diamond Casino

• Initial Complaint

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I was advised that a payment was stopped for $150 which was the reason for my account being disabled. I have since then corrected this issue and I was charged with the $150. I have spoken to both the Supervisor and the Manger Craig. I have also provided a bank letter confirming this has been resolved. Its been over two weeks and they continue to give me the run around. I have $150 in the account that I am not able to access. I would like to have this money withdrawn.

  Business response

  05/30/2023

  Hello, I am reaching out on behalf of Desert Diamond Casinos regarding this complaint.
  
  We want to clarify that this matter is not related to our business, Desert Diamond Casinos & Entertainment, as we do not operate the Desert Diamond Sports mobile app that is the subject of the complaint.
  
  The mobile app is operated by a separate business – Desert Diamond Mobile LLC. They are an affiliate of ours and we have followed up with them to facilitate a satisfactory response to the complaint. Desert Diamond Mobile has reached out directly to the customer and resolved the issue: the customer's chargeback was formally reversed, their account was reopened, and their funds were unfrozen.
  
  Please let us know if you have any questions. Thank you.

• Initial Complaint

  06/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Last night I went to Desert Diamond Casino. In Arizona, and this casino failed to scan my Arizona i.d or swipe the magnetic strip. The person i accompanied to the casino physically handed me the American twenty dollar bill. As in a gift. I put the twenty dollar bill in the casino machine. And hit three sevens. The fish and game companies are being irresponsible in having the facial recognition cameras and not using the devices to confirm the complete identity of the Arizona plastic identification card. Even though i agreed to wait outside by the vehicle the Desert Diamond Casino released winnings to the incorrect person. These casinos need to be shut down. Especially since there is no law against people being related to employees at the fish and game, gambling facilities. I'm a taxpayer and this pisses me off.

  Business response

  07/01/2022

  Desert Diamond Casinos has established policies for releasing winnings to the correct individual, including documentation and identity verification. A review of Security reports during that period also found no record of any issue with identifying a winner. If the guest would like to report an incident, they can contact a Security post at any of our locations. We would also be happy to connect with them directly about their concerns.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Can you imagine spending 500-1k$ for around 2 years only to be intimidated, and kicked out by a huge manager and a security guard? I am 5 foot 2 a woman, and was alone. I spent 200$ tonight alone. Between 12:50-1am I had the two approach and ask me my name. I told them my name. I though I won a prize, and was excited. Then The older gent (******** accused me of taking machine credits, said the "had been watching me on surveillance". I found it really creepy, I had taken a few slot change amounts, i had speant my 200$ and wanted a few more spins. I was under the impression that it was legal to take what people leave behind or play with it. He kind of went in a circle when i asked if it was legal. He said something about "taking what didn't belong to me". So i totally get it, but he said i had to leave tonight? It was a HUGE slap in the face. I tried to look at his name tag and he turned to hide it, so I asked his name. He said *******, the security guard who accompanied him was *****. I told him I would never return, and gave my 0.07 cent voucher to ***** and told him he can use his camera to find who they belonged too. So heads up if you leave change for others it will get stolen by the casino staff. I felt extremely intimidated, and literally this is not my first issue. I am going to talk to a lawyer. Also when i waited for my Uber the security guard stared at me until it came. The manager ******* told me to give an honest review, here it is. Other than that my leg was ran over by cleaning staff with a vaccuum and also servers run fast if you call them over. This is very sad that Desert Diamond has destroyed any respect I had for them.

  Business response

  06/03/2022

  Desert Diamond Casinos has a policy against "credit hunting," the activity described in the complaint. After being observed credit hunting, the guest was given a warning and then asked to leave for the night. We take our security policies seriously and we ask that all guests follow them while visiting our properties. We do value all feedback from our guests and we appreciate the opportunity to provide additional clarity on this matter.

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