Complaints

This profile includes complaints for Pala Casino Spa and Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pala Casino Spa and Resort has 2 locations, listed below.

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  Pala Casino Spa and Resort

  11154 Highway 76 Pala, CA 92059-2904

• 

  Pala Casino Spa and Resort

  35008 Pala Temecula Rd #40 Pala, CA 92059-2419

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:12/06/2024

  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.

  I went Pala Casino for the **** tribute concert and some gambling on 11/15 with my wife and my dog driving my camper which is 24 feet. I found that the outside parking lot was closed for some antic car show the next day. After checking everywhere to find someone who could help me find a parking space, I found someone. However, he said there was nothing he could do. He said I could get a refund for the tickets at the theater far from my camper. I had to give up. Now the damage is 6 hours, including 4 hours of driving wasted, 2 unused tickets, and around $50 of fuel. Incredibly, they closed the parking lot when there was a concert at their facility. They refunded the tickets. But I am looking for compensation for my lost hours and fuel.

  Business Response

  Date: 12/17/2024

  Our records reflect that there was plenty of parking available in both our casino and hotel garages on 11/15/24 with limited availability for some oversized vehicles on the first level of our casino garage.  While we are sorry to hear that you were unable to find acceptable parking, parking is provided as a convenience and is subject to availability, on a first come, first served basis and is not guaranteed.     

  Customer Answer

  Date: 12/17/2024

  It is hard to accept as the parking was available for all other days.  If the parking lot is closed for some events, there should be a warning when the tickets were sold. Or Pala should provide some kind of parking or should not do the event and concert at the same time.

  Business Response

  Date: 12/18/2024

  Please see our previous response.

• Initial Complaint

  Date:09/30/2024

  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.

  The pala casino refused to pay ****** usd and confiscated my casino chips I win on may 30 2024, the excuse there give me is beacuse there say I be banned on march 2023, I have no notification about my banned, when I win the money there refused to pay after 4-5 mount, I receive a call Ill dont get the money because Im banned. How I know I be banned? If I be benned there still let my play at the casino. But when I try to cash out there say I be banned and no recibs the money

  Business Response

  Date: 10/01/2024

  Due to the confidential nature of this complaint, we will not respond through a third party such as the BBB. 

• Initial Complaint

  Date:05/06/2023

  Type:Service or Repair 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.

  4-24-23 I was at pala casino and 4 days prior to the robbery by head of security ****** . I was winning on blackjack and everything was cool and on last day I was there played a slot machine century link Machnes to be exact and hit a jackpot hand payout for what should have been ****.. I was 700 deep n the machine when it hit, and they came and got my ID for the w2 tax forms and the payout lady took long time to come back and pay me but had head of security ******* with her and he came at me all sorts of sideways claiming I'm not allowed To be there and said i was banned over 10 years ago for "just looking sus" but had no proof or paperwork proving what he is claiming... and confiscated my entire jackpot win and started to threaten me saying he is going to arrest me and hold me for trespassing and he even tried tricking me at first making it appear like as if they were going to pay me then make me leave if I signed the w2 paper like usuall casino's do... I scribbled very sloppily on 1 of the 2 lines being distracted and arguing all at once... got swindled and robbed and for no valid reason of being banned in the first place.. place is a straight joke and a **** shame for robbing good customers for ***** jackpots what's weird though, is that they never said anything to me the 3 days before this jackpot handpay win when I was winning bigger amounts on high roller blackjack

  Business Response

  Date: 05/08/2023

  We have investigated ******************** complaint and found that he was in fact permanently banned from property on 2/9/14 and was subsequently trespassed for violating his ban on 9/27/14, 1/14/23 and 4/24/23.  As a result, **************** was well aware of his ban status and his forfeiture of all winnings, *****pots, prizes, awards, earnings, points and any comps to our outlets or amenities as of the 2/9/14 permanent ban date.         

  Customer Answer

  Date: 05/11/2023

  The original ban was for no valid reason in first place...back in 2014 and it was only a 1 year ban anyways

  Ive played here several times after the year went by and nobody ever said anything when I was losing thousands, its ok for me to lose all my money but that one time I win, I get robbed by head of lop security for tiny jackpot of ****, I was 700 deep in that machine when it finally hit...that doesn't count or matter though, right?

  I feel like I'm being discriminated and if they really want to lose a good consistent customer for no reason, then that's there own stupid decision and poor management on their part.

  if they feel like I'm banned  and I can't go back again for novalid reason in first place. They should at least issue me my jackpot win of **** , the least they could do....

  Business Response

  Date: 05/11/2023

  In 2014, this individual was received a lifetime ban from our casino, due to willing participation in illegal behavior while on property.  According to our policies, individuals who are banned are not allowed to be on property, play on aby slot or table game, not collect jackpot winnings won while the ban is in effect. 

  Since that time, this individual has violated the ban on at least two occasions by visiting our property.  In those instances, when our Guest Safety team was alerted/notified this individual was on property they clearly stated that the ban was still in effect and the individual was asked to leave the premises. 
  

  During this most recent visit, this individual went undetected while playing Table Games, as we had no means of identifying him while playing.  However, when he hit a slot jackpot, he was required to present ID, which is when our team was able to identify him and see that a ban was in effect.  Under the terms of our ban policies, this individual was not entitled to the jackpot in question.  Documentation is on file with our Guest Safety team validating the ban.  

  Customer Answer

  Date: 05/22/2023

  this is a lie, his story changed up from first and second resoonse as well...

  he is correct about the ban for a year back in 2014, but made up that reason as to why i was banned in first place...

  he is contradicting himself now and  on a power trip and saw an oppurtunity to get his bonus by rippin off good customer based on ***** technicality that is almost 10 years old and for no valid reason at all in first place... 

  this is outrageous they can let you lose 700 on a machine without saying a word, then it finally hits for **** , you get robbed and 86ed. talk about a racquet

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair 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.

  12.28.22 I spent $3000 at **** Casino (online) and played their game Hypernova Megaways. I have played this game at many other online casinos, and I am certain that this game is rigged on Palas site, due to the ridiculous non RTP rate that took place. I chose to ******, however after feeding hundred after hundred into this game, with ZERO return, I have concluded that this game, on Palas site, is rigged. I wrote to **** and encouraged them to review my play. I will never ****** at Pala again, they are clearly not regulated, and rigged.I take accountability for gambling. But fair and regulated play did not take place here.

  Business Response

  Date: 12/29/2022

  The Pala Casino Spa Resort is situated in Northen San Diego County, ********** and does not offer online gaming (online gaming operations are not allowed in the *******************).  You may be confusing ** with Pala Interactive who is an online gaming corporation currently owned by **** Gaming with offices in ********** and ******.  

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On May 2021, Pala Casino security had intentionally incorrectly handcuffed me across my thumb extremely tight and had me chained on a bench for over 5 hours, which I now suffer nerve damage on my thumb. I was searched and patted down in a room, which they looked through my wallet and stole the cash I had. After I was released, I grabbed my phone, and the security snatched my phone from my hand and said, "let's see if you have any evidence" and looked through my phone. When I said, "you can't do that!" the security laughed and said "watch me" as he started to look through my phone and delete pictures. While I was handcuffed, two guys were told to keep an eye on me. The two guys kept asking security to loosen my handcuff because I was handcuffed inappropriately, and the security looked at my hands and laughed and said "nope, looks fine" and winked at the two guys.

  Business Response

  Date: 12/12/2022

  We do not provide public responses to threats of legal action. 

  Customer Answer

  Date: 12/12/2022

  Not an acceptable response as this is a complaint to BBB and currently no legal action is in force. This is a clear avoidance of response of wrongdoing from the business.