ComplaintsforCasino Arizona

• Initial Complaint

  02/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was at your casino alot the past couple of days. I used the *** and there was a few times that I did not receive money out due to me needing to transfer money or incorrect pin etc, well I just looked at my bank account and the funds were still pulled from my account. There is also transactions on there that are duplicated stating I was hand paid the withdrawal from the teller which never once happened. Also, I feel that you guys have the machines rigged, I wat in the new high *********** and one machine kept jumping to the *** bet button after I would put the bet at the lowest one and also I sat at the machine and your machine would glitch right when I was about to hit a jackpot, that is pretty suspect. I mean no glitches till it is about to hit and then boom the machine flickered or turns off and then back on! There is also no way that I put almost 1000 into a machine and on multiple occasions won at most maybe 15 dollars back and that is being generous. HONESTLY WHAT I AM MOST UPSET ABOUT IS LAST NIGHT I WAS PLAYING THE BLACK DIAMOND MACHINE BY THE *** ON THE ***** PARKING SIDE OF THE CASINO AND I WAS PLAYING 9 LINES AT THE X2 BET AND WHEN THE ***** STOPPED IT SAID BLACK DIAMOND BLACK DIAMOND (NO NUDGE ON EITHER ONE) AND AS THE THIRD ONE STOPPED ON THE SAME AS THE THE FIRST 2 ***** THE MACHINE TURNS OFF AND THEN REBOOTS BACK ON! I FEEL THAT I AM OWED THAT MONEY, ITS NOT THE FIRST TIME IT HAPPENED TO ME AT THAT CASINO BUT IS THE FIRST TIME ON THAT MACHINE!

  

  Business response

  03/04/2024

  Good morning, the guest who submitted this complaint has been contacted by the Cage Director, *************************, and the Slot Director, ***************************. The Cage Director was able to assist in resolving the *** situation with the guest's bank and she has been made whole. However, the Slots Director cannot find any information to support the guest's claims relating to the slot machine malfunction. She has tested all machines known to be played by the guest and all are functioning properly. We will continue to investigate any additional information that is shared but at this point, we feel this claim has been addressed. Please contact me if you require additional information.

   

  Thank you

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 22 my mom and I attended Talking Stick Resort Amphitheatre for a concert. We paid $120.50 for tickets. Unfortunately said concert was canceled, at around 7pm but when leaving our car overheated which resulted in our radiator blowing about only 10 minutes later. We were essentially stranded with the hood of our car up until the tow truck would arrive. About an hour or so later we noticed that the employees were starting to close the gates and a man we were talking with flagged down the employees so we could tell them what was going on. We told them that the tow truck was suppose to come through the gate they just closed, they responded with they have things to do and that they have to go home at some point. We told them that we were feeling very uneasy and unsafe because there was a man in a car across from us, who was watching us and the parking lot was almost completely cleared out. They said they'd send someone over to the area to check on us and watch over us. No one ever came! We wound up calling my uncle to come sit with us as it was getting very late. Thankfully the man scaring us left about 5-10mins before my uncle arrived. We were left alone in this unsafe enviroment for a minimum of two hours. My uncle came and sat with us and by 10pm all parking lot lights were shut off and still no one came to check on us. The tow truck came at 11:45pm by this time the venue employees had completely cleared out! I have tried contacting a venue manager but I'm unoptimistic given the attitude I've been met with. As of right now I've only spoken with a customer service rep and she was at best unapologetic. They didn't do the bare minumum of what they said they would do and this could have been much worse! I don't want someone else to be put in the same situation.

  

  Business response

  08/28/2023

  Better Business Bureau,

   

  We would like to apologize to ******************** for the terrible evening she endured, but we need to explain that Talking Stick Resort and Casino has no involvement with the ticket sales, scheduling or operation of the venue.  We are a contracted sponsor of the venue only.  Even I have been unable to get a response from Live Nation or the venue personnel on an earlier BBB complaint.  We are unable to offer any refund as we never received any funds from *********************

  When I return to my office tomorrow, I will try yet again to contact Live Nation personnel and see if I can do anything about getting her a refund from them.  In an effort to be seen as totally uncaring, please have ******************** reach out to me directly at the resort, so I an see if there is something of value I can offer from the resort itself.  My email address is ******************************************* and my direct line is ************.

  *************************, Hotel Director

  Talking Stick Resort

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 11, 2023 from approximately 6 AM to 10 AM they were updating their machines and their system. I have multiple videos showing that any time you went to the bathroom and showed you had won a jackpot when you cashed out there for preventing the machine from actually letting you win a jackpot. The casino is virtually empty. Apparently they had sent notice to the players club members advising them not to come to the casino until afternoon that day so for us suckers that aren't player club members we got screwed out of our money and winning any jackpot. The casino again was empty. I have videotapes. They told me they had notices on the door. There were no notices on the door. I went to two different entrances and there was no notice posted on the door. Several of the machines actually rolled a jackpot backwards when I won $.10 clearly not intentional but clearly their system was malfunctioning. It was not just me it was not just one machine. It was everyone there there was probably under 20 people at the casino, and everyone was having the same issue. I filed a complaint with the gaming board but I'm sure they will all stick up with each other. I think it's very sad. I've lost there many times and I have no problem losing but I have a problem losing when the machine malfunctions doing to an update that they clearly admitted to doing , I want a refund of my money I lost that day .

  

  Business response

  08/28/2023

  BBB,

   

  I have been advised by my senior management that this issue has been resolved with the complainant in full - please review and advise!

   

  *************************, Hotel Director

  Customer response

  09/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ************
  
   
  

• Initial Complaint

  02/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/11/23, I purchased tickets for a rock concert with the cover band Led Zepagain scheduled for 3/3/23. The tickets were purchased through Ticket Master. I received an email from Ticket Master on 1/20/23 informing the band Zepagain had been replaced with "Tribute to ******************* - ***** and the HOOLIGANS". I don't know what that is and I don't want to see it. I reached out to Ticket Master. I was not able to call them so I left them an online message. I received a response from Ticket Master on 1/23/23. Their reply: "...the Event Organizer [Casino Arizona] is currently not authorizing refunds." (I can provide the entire script if necessary).I called Casino Arizona, they told me they would submit a request for a refund to Ticket Master; I did not receive a refund. On 1/27/23, I stopped by the box office at Casino Arizona requesting a refund. Again they told me, they would submit a request for a refund from Ticket Master. As of today, 2/12/23, I have not received a refund back to my credit card Thank you

  

  Business response

  02/18/2023

  To whom it may concern,

   

  Upon receipt of this complaint, we contacted Ticketmaster personnel several times, with no results.  As the week closed, we were finally able to reach a live person at Ticketmaster, and earlier today they assured us that a refund had been processed.  However, we have been unable to see the refund in our system that ties in with the corresponding Ticketmaster one, so we are unsure what the present status of the refund is.

  As we are nearing the deadline for a response to BBB, I reached out this evening directly to ****************** to discuss the issue.  He was glad to hear from someone at the resort, and I brought him up to speed on where we were with a refund for him.  As we are unable to confirm it at this time, I sent him my office phone number and my email address and asked him to please call me directly if neither he nor my ************************ are able to see a completed refund.  He agreed to do so, and if no refund is forthcoming, I advised him the resort would compensate him well above the value of his ticket purchase for the frustrations he has had to endure to date.  Hopefully, we will see a completed refund processed to his satisfaction.

   

  I will follow up with BBB if there are any changes in the situation; I certainly do not expect to see this complaint closed at this time but would request it be left in an open status thru 2/25/23.

   

  Best regards,

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

  Hotel Director 

  Talking Stick Resort

• Initial Complaint

  02/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been listening to load bass and rattling windows since 10 pm. It is almost 12 am.I have been told my Salt River Police, Talking Stick Casino that it is Super Bowl weekend and no one is going to control the ridiculous noice coming from this event. ********** police said they cant do anything either.I find it sad that this casino doesnt care about others who have to work in the morning. There is a noise ordinance in **********, which the noise it traveling from the reservation to **********; I think it would be against Our noise ordinance.I will NEVER return to any of the Salt River properties.

  

  Business response

  02/15/2023

  To whom it may concern,

  I spoke with Ms. *********************** this afternoon concerning her BBB complaint, and she was quite pleasant and grateful for actually receiving some kind of a response from Talking Stick Resort.  As an actual neighbor of ****************, I also experienced the loud and unpleasant bass sounds emanating from the function in the parking lot of the resort until the early hours of Saturday morning, but as an employee, I had no one to complain to!

  I did apologize to **************** for what she experienced, and subsequently offered to send her a gift certificate for a stay or a dinner here at one of our restaurants, but **************** graciously declined and thanked me for my efforts.

  At this time, I would consider this complaint closed.  Please advise if you feel differently and would like to see additional efforts.

  Thank you,

  *************************, Hotel Director

  Talking Stick Resort

  Customer response

  02/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my family and i visited the orange sky bar for a 21st birthday for myself, upon arrival we were told to go to the bar to order as there wasnt any staff to serve us at the table, despite around three constantly standing around the host desk. We waited in like for drinks and then sat down, we came to watch the sunset however all the blinds and curtains were down, just as the sun was starting to set i went to have a look through one on the windows and moved the sheer curtain 2 inches so i could see around it for the sunset. She then shouted at me saying i cant look, i said i just wanted to see for two seconds, im not going to enter the room, it seemed like a larger table for a party but no one was using it, i was still in the main area, i hadnt crossed the curtain. She said the area was locked and i wasnt allowed to look. Like i said, this was the way to celebrate my 21st here, the staff are so rude and ignorant, as soon as this happened we quickly finished our drinks and left. After so many good things we thought it would be an ideal place to celebrate, only to be shouted at and told we cant look at the view, whats the point in being 270 degrees to only see one side? to say i am annoyed is an understatement. I visited friday 26 August

  

  Business response

  09/03/2022

  To Whom it May ******************************** issue was forwarded to our Food & ******************* team to research, and after interviewing several staff members, it was determined the facts outlined in her message to the Bureau were factual.

  Earlier today, ***********************, our Senior Director of Hospitality, sent an email message ********************** with an apology for the behavior of our staff member towards her, and included an offer to forward to her home a $150 gift card from Talking Stick Resort.  This card can be used in any of the resort's restaurants or lounges, or even towards the cost of a hotel room at Talking Stick Resort.  He asked that ********************** reply to his email offer with her mailing address so he can forward her the gift card, as no phone number or mailing address was included in her letter to the BBB.

  We certainly hope ********************** finds this apology and the gift card acceptable, and if she wishes to reach ****************, she can respond to his email, or she can contact him on his direct line - ************ - with a mailing address.

  We will look forward to seeing this complaint closed out after we mail the gift card, and look forward to any other communication from the Better Business Bureau on this complaint.

  Best regards,

  *************************, Hotel Director

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used everi kiosk at Casino Arizona for a cash advance 4/28/22. It printed out a stub to take to the cage. When I went to the cage they said it wasnt in their system. They gave me an everi business card and told me to call them. Everi had it in their system and told me to call my bank(Chase). I called Chase to dispute the charge. Two weeks later Chase released the funds. I went to Casino Az and left a copy for their review. *************************** was my point of contact **************. I talked with him and he said hed look into it. Here we are more then 3 months later. Id appreciate your help.*************************

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called on the 5th of this month for one ticket to the Thunder Down Under Show. The *** system for the ticket booth was acting up and they said they needed to call me back. When they called me back I told them I had four pending transactions for the one ticket I wanted to purchase. I was told that those charges would drop off that they were held to a certain standard being a casino. I was assured they would not post to my account. They did and I've been calling repeatedly to get refunded. I've been told they only show one charge and that the others would refund in 10 business days. I'm at day 10 and still no refund. I can't get anyone to help get my money back for the erroneous charges.

  

  Business response

  05/25/2022

  Ms. contacted the Talking Stick Resort box office on May 9 2022. The call was in regard to multiple charges for a single ticket purchase to Thunder From Down Under at Talking Stick Resort (TSR). On May 5 2022 after purchasing a ticket **************** stated that several more charges appeared on her credit card statement. ********** verified the single ticket purchase and that no other charges were showing on her Ticketmaster account. At this point box office informed **************** that any erroneous charges would drop off of her credit card statement within **** business days. ********** also informed **************** that if the charges were still there after the time frame to call TSR box office back.  

  **************** called TSR box office on May 19 2022 stating the charges were still showing on her credit card statement. After verifying with TSR Finance and Ticketmaster that no additional transactions occurred box office informed **************** to contact her credit card company

  The technical problem - There was software update that needed to be implemented for all box office computers. This caused the original transaction to not process. Attempting to process the transaction with ******************** credit card the box office rep ran the card multiple times. However no transactions (other than the original) were completed and no funds were received. TSR box office working with IT has since corrected the system error and completed the software update

  TSR will gladly refund **************** the cost of the original single purchase and will offer a complimentary ticket

  Customer response

  05/27/2022

  I don't want anything for free that I didn't pay for all I wanted was my refund processed and they wouldn't help me they didn't suggest that I called my credit card, I said I would and they that if I canceled the items that didn't belong and it happened to be one that was processed for the ticket that I wouldn't be able to attend the show

  

  Business response

  05/31/2022

  To Whom It May ****************** of our Entertainment managers (***********************) has been dealing with this issue since the beginning, but unfortunately, he has been notified of a death in the family out-of-state, and has asked for my assistance.

  Upon receipt of the second BBB notice, where **************** did not accept the resolution, I asked ***** to please reach out to her personally by phone.  Even though the cause of the overcharges was not the fault of the casino, I asked ***** to do whatever it takes to make good by ****************.  I told him to feel free to offer her a complimentary ticket, as well as a second ticket for a friend is she would like, plus a complimentary room for the evening of the show she purchased her ticket for.  During this conversation **************** stated that all she wanted was to confirm that the ticket that she had purchased would be valid when she arrived that evening for the show.

  **************** declined all of the other offers.  ***** will be here the night of the performance, and will try and meet **************** to ensure everything goes smoothly for her upon her arrival.

   

  We sincerely hope **************** has no more questions or concerns.  We will stand by for the response of **************** and the Bureau.

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

  Hotel Director

  Talking Stick Resort

  Customer response

  06/01/2022

  
  
  Better Business Bureau:
  
  It was the fault of th casino for the additional charges. I will pray no issues occur on June 10th.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  
  *****************************
  
  
   
  

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 16, 2022 Unclaimed jackpot winning in the amount of $9015.00 I want to sincerely apologize for everything and let you know that I was recently placed on a new medication known as klonopin by my doctor and after mixing it with alcohol had suffered from its side effects. I will never take this med again and have already spoke to my doctor who told me that when mixed can lead to memory loss and impaired short term memory. All That I remember is having dinner with my mother Taking my pill Drinking a ********* And after that I cannot recall anything. I woke up at the hotel across the street in my car confused and to the sound of breaking glass And had witnessed Someone breaking into the vehicle next to me. He then started to follow me around the freeway and scare me. Cops were called And later I guess they tried to break into someone else's vehicle on the casino property and the cops had asked for me to help identify the vehicle and person. I had a couple $1000 in my hand and I had noticed 2 pieces of paper on my dashboard one was an unclaimed jackpot and the other was a notice banning my mother. I couldn't recall a thing So I called my mother and she had no idea either. So she took the ticket down to you guys to try to figure out what happened they pulled footage of me winning the jackpot and for some reason had her information but showed her the footage and she said that was me her daughter. They told her that this is fraud and to have me go down there with my social and my id. They banned her and told her that after this is resolved I was banned too. I never meant to get anyone in trouble or cause issues and I am embarrassed over it. I am waiting for my id in the mail but provided the paper one. And also provided a picture of my actual social. I do not know exactly what happened I just know that I am very sorry and want to clear this all up. I love talking stick and its always been my favorite casino and I never meant to cause all of this. Seeking resolution

  

  Business response

  04/08/2022

  To whom it may concern,

   

  This resolution is for the complaint above, #******** - and it is actually just an expansion on complaint #********, which was received from the Better Business Bureau 4 minutes earlier on April 6, 2022.  The basis of the issue is the claimant related that she won a jackpot ($9,015) on March 16th of this year on a gaming machine in the resort's casino, but was denied payment due to a 2013 exclusion where she was advised she could not return to either of our properties.  There is a large amount of additional information concerning a recent visit, but the main point of contention is the non-payment of the jackpot.

  In researching the complaint, while we do show ****************** was excluded in 2013, the Exclusion Form at that time did not specify that a guest who essentially returned to the casino in violation of the exclusion, and while on property won a jackpot while gaming on a machine, would not be paid, as they were in violation of the Exclusion Form.  However, the Exclusion Form was updated in 2016, where it now states in the body of the form that any trespassers who return to the property will not be allowed to collect their winnings.

  As ****************** was not advised of the change in the Exclusion Form in 2016, it has been decided to pay the jackpot amount of $9,015 to her.  Our Senior Manager on Duty, *************************, spoke on the phone with ******************, and she was delighted to hear of our decision.  She has agreed to provide us with a Social Security Card that matches a picture ID (i.e., **********************************************'s License) on a visit to the **********************, at which time the monies will be paid out.  ****************** also agreed she will still be excluded from returning to either of our properties in the future, and will be dealt with as a trespasser if identified at either property.

   

   

  Customer response

  04/08/2022

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  
  *************************
  
  
   
  

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  While staying at the Talking stick casino and resort, all three guests were bitten by bugs and found pubic hair in the sheets at the foot of the bed, for reference we aren't taller than 5'9". We filed complaints the day of, but had to go to a wedding, which was why we were even in the state. We called the next day and told us we would have to come back in to file the complaint. We came in, sent the pictures we took, and they took additional pictures of the bites. We have tried to contact them multiple times, just for them to tell us someone will be contacting us. It has been about a month since we stayed. We were called today and told that only 3 pictures made it through, when there were a minimum of 20 pictures taken between us, and the paramedics they had on site. In the phone call today they told us basically they didn't believe us based on the 3 pictures. We paid over $400 for a disgusting room, and to be bitten by bugs.

  

  Business response

  11/26/2021

  Madison,

   

  Thank you for forwarding over the complaint from the ************************* party.  I have researched their issues, and it was an easy decision for us to completely refund the charges from their stay - including room & tax, the resort fee and even a movie charge.  The total to be refunded to their **** card is $419.83.  Please advise them that the refund may take up to 10 working days to appear on their statement (the bank's policy), as the refund has already been processed here at the resort this morning.

  Additionally, please know that I wish to apologize for the delayed response they received from our Security staff.  Although most hotels are experiencing staffing issues, taking 3+ weeks to respond to a complaint is in my mind unacceptable.  The time they took to make the complaint, and returning to the property as requested to follow up on it, illustrated the belief that there was validity to their issue - and made our decision to ***** a full refund an easy one.

  Thankyou again for bringing this to our attention, and we hope the ************************* party is receptive to the refund, and will hopefully return for a future stay.  Have an enjoyable holiday season!

   

  Best regards,

   

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

  Hotel Director

  Talking Stick Resort

   

   

  Customer response

  11/26/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Jaden *************************
  
   
  

*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. ↩