Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/4 I purchased 2 tickets for an outdoor pool party, with drinks and live music, called summer sessions on 7/5. The event was changed and did not occur outside, no drinks were offered and the live music was moved to another area of the casino that did not require a cover charge. I spoke to ****- manager on duty at the time and Provided my name and number for the manager over the event to reach out. The Promotions- manager unknown could not be determined and or located in the casino. I waited 1.5 hrs for him/her to show up but no one ever showed. I went to the box office to get refund and assistance as directed by **** but the box office was closed. 7/6 I called 2x to get assistance with issue and was transferred multiple times and eventually the call was disconnected by the casino. So k Requested refund online, with no response ever provided. 7/8 I called again and Left voicemail at random department on voice box, no returned call. 9/23 I Left messages with promotions department and provided my Name, number, email address, manager will call *** on 24 Sep 24. No call was received. No attempt to resolve the issue was made.

  Business response

  12/17/2024

  ***** -

  Thank you for the feedback.  I apologize for the inconvenience you have faced with this issue and that no one has gotten back to you with a solution to this.  If this is the concert I am remembering, we did have to relocate it due to wind on the pool deck, but I believe there were issues as it was not communicated very well to guests.  I have already sent you an email to see if we can get this resolution put into place.

  - Yaamava' Resort & Casino

  Customer response

  12/20/2024

  The casino reached out but only offered a 100 in play points that would require me to use the money in the casino to ******. I am not a big gambler and went to resort for a birthday celebration and can not get moments back that were disaster due to lack of communication, lack of leadership and lack of empathy for the customers that enter their doors. I responded with he message bellow to the casino but have not heard back and requested a refund instead a voucher that has to be gambled back the casino. 

  Message Sent Below:

  Thank you for reaching out. I would like a refund for the event. If you would like to provide an additional gesture of goodwill, it is appreciated and I thank you but if not, I would prefer, the refund over 100 play points that must be spent at your establishment,. This was not just a night out for me. I had family arrive from the east coast for my birthday and I spent 90% of the time, waiting for assistance from your staff. I did not get an opportunity to enjoy the show, once I found the new location and was allowed to actually sit down. There was no service for food as stated on the flyer and none of staff cared enough to resolve the issue. I even stayed in the resort for an additional 2 hours while I waited for an unknown person to show up from promotions. Ate over priced, lukewarm food while waiting and had to clean my own table off to sit down while I continued to wait, per ****** guidance, to whom could not be found later and the promotions manager never reached out. As a result, I have not returned to your establishment and you providing any amount in play points would simply be a write-off you and a waste for me. I do not get to recreate the moments of my birthday or time with my family. So, I will decline the offer of 100 play points, if that does not include a refund. 

  Business response

  12/20/2024

  I received your email and understand your desire for a refund instead of free play.  Unfortunately, that means I need to do some research to determine who was involved in this promotion back in July.  This can take some time to solve since it was so long ago.  My offer for free play was to resolve the situation as quickly as possible.  I will email you this message as well.

   

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im Diamond Member. I been playing a lot at this Casino.. The problem is scams or technical issues. I was playing slots and have been noticed my points were freezing up when the card light was green. I remove and reinserted the card light green and points were working properly again. I will be playing slot and the card light would randomly turn red. I have not been receiving my proper promotions because of this issue. This is not fair that I spend so much money to earn promotion and dealing with scam or technical issues. I addressed my concerns and they were completely ignored. I guess Ill start looking for another casino who will treat me better. I would like honesty not sloppiness.. I regret voting for Yaamava as the best casino when its clearly not.

  Business response

  12/10/2024

  ***** -

  Thank you for the feedback.  I do apologize that we did not meet your expectations during your trip and that our team was unable to assist you.  While playing, please alert a team member so a technician can address the issue with the game.  It is our intention to provide a working product to ensure you are getting the proper rewards.  If you do choose to return, I hope all of those machine issues have been address, but if not; please bring the issue up right away.

  - Yaamava' Resort & Casino

  Customer response

  12/10/2024

  I clearly stated while I was playing a slot machine and the card light was green the points were frozen. I clearly stated I had spoken with 3 slot technicians and 2 supervisors.. The response is not correcting the problem, its telling me that 2+2=5 the sky is green and grass is blue. 

  Business response

  12/12/2024

  I can understand you are not happy with our response, but the only time we can address these concerns are when they happen.  Again I apologize the team did not meet your expectations when you experienced this error.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried to get ****** from my card the wrong transaction button was pushed should have been withdraw the cash advance button was instead. ******* told me to go to receive my money from. Cashier. The cashier will not give my money as they do not honor government issued cards. They had me contact the atm machine provider. They state the iCasino has to put a reversal on transaction and money should be deposited in7 to ************************************************************ any business except ssi. My card has been locked as well with no answer can't reach a human at direct express. I spoke to cashier supervisor as well and no help. They sent me to guest services with no help either including another supervisor. They don't acknowledge any transactions.

  Business response

  09/05/2024

  ******* -

  Thank you for the feedback.  It sounds like you have been in contact with our team and they have informed you on the correct way to obtain your refund.  We cannot accept transactions from the type of card you were using and that is why we could not process your transaction.  As such, we were never able to obtain your funds from your card provider.  It sounds like you are processing your refund with iCasino and they would be the ones that would issue any refund.

  - Yaamava' Resort & Casino

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On several occasions, the most recent was Friday July 19th and Saturday July 20 of 2024. I observed 4 players who hold diamond card status and were also all of asian decent win multiple large amounts of money or jackpots betting at different levels of money. When other levels of card holders play the same game for the same amounts they rarely win that amount of money. Since the change of name of this casino this has been happening. I once saw an older Asian woman who was being waited on by staff as a VIP she had a low level card but won 2 7000 dollar jackpots back to back but betting low end. I've seen Hispanic and White players with highest level cards who don't win pays that large no matter what they bet. It is discrimination and favoritism.Also there is a prostitution problem at this casino. When my husband accompanies me to the casino he is propositioned by prostitutes pretending to be patrons. I was sitting next to him and witnessed it several times over the last 5 years. I myself was sexually harassed by an intoxicated customer who was verbally aggressive and vulgar toward me. I was able to ignore him until he left. He was a top level player and was looking for a prostitute and at one point asked me for money. I first returned to the casino back in 2017 after only going there once in a while. From that year until about 2020 I was able to win money on an average frequency. This is no longer the case. I have spoke to many patrons at the casino who say they used to win frequently even small payouts but no longer are able to win here. I only witness high level players who are usually of Asian decent win here. The casino says they follow standard pay out practices but at the beginning of the month when people get certain income paid and at the end of the month when people get retirement and pensions the slots rarely pay out. In the middle of the month and days when upper tier cards get promotions they pay out to certain group of patrons which is discrimination.

  Business response

  07/23/2024

  ******** -

  Thank you for your recent visit to Yaamava Resort & Casino.  We appreciate your feedback and apologize we did not meet your expectations. Unfortunately, there are no guarantees that the slots will pay.  We appreciate your business and if you decide to return we hope you have better luck in the future.

  
  -Yaamava Resort & Casino

  Customer response

  07/25/2024

   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.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a diamond member at this casino and made a reservation at the resort and saved it via their application to my Apple calendar and when I arrived in the date of my reservation the same date that appeared on my confirmation and the same date that appeared on Apple calendar and what do they tell me they have me reserved for the following day and cant check me in . They say to come back at three am to see if people have not come for their reservation to possibly check in early which I did and they only had rooms available that where slighlty upgraded from the room type I had . I reserved a executive suite and they only ha d a luxury suite and wouldnt even offer an upgrade so me and my guests could relax and check in what a poor customer service an

  Business response

  07/22/2024

  ****** -

  Thank you for your feedback.  I apologize for any confusion that occurred with your visit to the resort.  When mistakes like this occur, it can be difficult to find an available room.  We are often fully committed and room changes are challenging, but I'm glad the team was able to help you out during your visit.  Should you choose to visit us again, I hope that your stay is a five-star experience!

  - Yaamava' Resort & Casino

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During a visit last month my husband ordered a hot coffee while playing and when the waitress delivered it she had left the cap from coffee cup opened/loose and the coffee spilled on my leg when she handed it over carelessly. I reported it to management and was given just an ice pack. During the ride home the pain was unbearable. My doctor informed me to rest but it was hard enough due to the pain. My husband had to also miss work just to care for me. We lost earnings because of this situation. I have always enjoyed my visits to this casino but it is really disappointing that they do not care what happens there when it comes to customers experience

  Business response

  07/29/2024

  ***** -

  Thank you for the feedback.  I apologize for your experience, once you reported the incident, a member from our Public Safety team should have made contact with you and taken a report.  This will be your first step in the claim process.  They will provide you with a contact number to reach out to our *************** team who can assist you with this process.

  - Yaamava' Resort & Casino

• Initial Complaint

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Never Learn my ****** with this casino is always Loose with not even a chance to get up or win back anything. Thousands always spent for what to go up in color of playing card. After every 1 st of the year to be dropped again to the bottom thats so unfair after so much money lost. Can ever get my playing card number called or my husbands ever since coming to this casino. Then we drive over 2 hours to most times not make it because so much traffic to get our gifts before 8pm. Just incredible then when we make it to pick up our mysterious gift is always a bag or dumb stuff not needed. When we always see people with great big gift that have a lower card then us. If Im gonna lose thousands at least make it worth it some how. Also can you please fix or open more AV chargers so we are able to charge our Tesla. Also lately they have been more people asking for money inside the casino then usually.

  Business response

  07/14/2024

  ****** -

  Thank you for reaching out via the BBB.  We appreciate your feedback and apologize we did not meet your expectations.  Unfortunately, there are no guarantees that the slots will pay, and we are unable to refund any gambling losses.  All tiers are reset at the beginning of calendar year, similarly to all casinos in ********* and those near us.  We appreciate your business and if you decide to return, we hope you have better luck in the future.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Weve been coming here maybe over 2 years only to have lost or donated over ****** of our heard earned money. I know coming to casinos is playing the devils game and taking big risk. But recently its been nothing but loosing for my wife and myself. No chances to even win just a little to take him is always just take and take. Plus you have people always bothering you because they are wanting you to buy fake gold or just ask for money. Then you have really rude workers and supervisors that dont even care about customers. We usually come 2-3 times a week and drive almost 2 hours but dont think any longer since we never win just donate money. The reason ************* and my wife ******* members because we play a lot but never get anything good in return. We can ever book our free stays because is always booked or not available on those days. Its a freaking joke with this casino. I feel like I have to write a review once a week until we finally win or hit a good jackpot worth some good money and finally get our big sweet room we were promised since last year. Since we have kids we cannot stay at your regular casino.

  Business response

  07/13/2024

  ***** -

  Thank you for your ongoing visits to Yaamava Resort & Casino.  We appreciate your feedback and apologize we did not meet your expectations. Unfortunately, there are no guarantees that the slots will pay.  We appreciate your business and if you decide to return we hope you have better luck in the future.

  -Yaamava Resort & Casino

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Why has Yaamava taken away my Offers?!

  Business response

  05/23/2024

  Good Afternoon ******************,

  Your offers have not been changed.  The account associated with the phone number you provided was not getting a complimentary buffet for 2 people each week.  It has received a complimentary buffet dinner for 2 people every other week (twice a month). What you have received weekly is a complimentary breakfast for 2 at ******* Buffet, as seen available in your screenshot.  Not included in the screenshot provided is a $20 Food Offer which was used 5/22/24.  All Free Play offers redeemed do not look different over the course of this past week.  In fact, the amount of Free Play received from 5/17/24 - 5/23/24 totaled $175, including any amounts expired.  Not included in that amount were any winnings from the $50,000 Jackpot Slot Tournament.

  Customer response

  05/24/2024

   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.

  I spoke to a representative from yaamava yesterday who explained everything to my liking. thank you for your time. 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received a "hotel stay offer''Called spoke to a rep she said July not open for offer even though my card has up to July 3 2024 for offer and it has April-May and June 3-July 3.I just got the card 2 weeks ago.I called a second time and I was asked my Club ******* Card number. After looking it up the second rep tells me that no offers are available. The first rep said July was not open yet but this repo won't even check June for me. She says there are no more offers available even though I have a card with an offer on it.What a scam. I was told if I want to unlock this offer I must go in and play. I did play that is why I got the offer. I'm not a BIG gambler but I have introduced people that have come with my to play at Yaamava even when it was still San Manuel.You make offers to me and then tell me they are not available? Your reps are rude too. You can keep your card and your measly $10 offer to come and entice me to play. I've said this before and I gave you another chance. Stupid me even played at Palms. No more!If I can't book from the card I received then you can just remove me from your list. I told the girl on the phone to remove me and she said I have to come in person to do that. RIDICULOUS!My club # is 1457749.There are plenty of Casinos around me even Vegas is only 2 1/2 hrs away.

  Business response

  05/16/2024

  ****** -

  Thank you for reaching out to us.  We apologize for the misunderstanding.  Our complimentary rooms are quite popular, and we become fully committed rapidly.  As you stated, we do not close accounts, unless we are in person.  However, we have removed you from all mail communications.

*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. ↩