Complaints

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:01/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was in the casino playing the slot machines for a couple of hours when I was approached by security wanting to check my purse. I asked why and they said for weapons. I understood the need for checking for weapons but why not check when I came in the door? Regardless, I complied knowing I had nothing like that in my purse. The guy made me unzip every pocket so he could look. It was super weird and I was embarrassed by this. I was simply minding my own business and did nothing wrong to be picked out of all the people at the casino like I was shady or something. I still feel really strange about it and am very confused by Graton's profiling tactics. It's not very nice.

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ******** ****** checked in to Graton Resort Casino on 9/3/24 around 4 pm. In the evening. Along with my husband *********************** played on some slots for a few hours. Then I went out to the car to grab my purse and my husband bag of clothes. As I was walking back into the Casino security stopped me at the door and asked if he can check what's inside my husband bag and I asked him for what? He said to me do you have any drugs or alcohol or any weapons on you and I asked him what's his problem why would you ask me something like that.He stated because your black and your people don't know how to act. I was really offended by his accusation. He called other security on me as I kept on walking to my room. I was stopped by More security guards as I was making my way to my room. So as I was walking to the room my husband was coming down from the room and seen what was happening the manager of the Casino asked him for his ID and he asked for what what's going on. So they told my husband they needed to check his bag. He said no because there was no use. So we went up to the room and as we got off the elevator there was a staff member waiting there for us to see what room we was checking into. She alerted security to tell them. So we sat our things down in the room and went back down stairs but before we left downstairs I lefted my phone in the room on record and while we was downstairs playing slots and went to get something to eat security came into our room going through our luggage without our permission. I had also Left a Do Not Disturbed sign on the door but they went in anyways. I had it on camera but they erased it off my phone. But you can pull security footage from the hotel and check. I'm sure they erase that too they know how to delete footage from their security cameras. I'm going to contact a lawyer if something doesn't change I also would like to get compensated for all the hurt and pain and discrimination we endured from Graton Casino .

  Business Response

  Date: 10/17/2024

  Thank you for bringing this matter to our attention. We deeply regret the distressing experience you encountered during your stay. Your account of the events is very concerning, and we take allegations of discrimination and misconduct seriously. We are committed to providing a safe and respectful environment for all our guests. The behavior you described is unacceptable and does not reflect our values or standards

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22382587
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 10/18/2024

  Thank you for reaching out. I'm not satisfied with great and casino response I would like to be compensated for the money that I spent in their Casino and for the room that I put my deposit down on which was $100 and it wasn't refunded back to my account they can look in your computer system and find out how much money I spent that night that I was there. Graton Casino sure conduct better Business and make all people feel welcome there and not judge them based on a color of their skin. I just want my money back that I put into their slots machines for the time that I was there.
  
   

• Initial Complaint

  Date:02/27/2024

  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.

  I play slots at Graton Casino on a weekly basis. I hit 2 payouts one was for $11,000 and the second one was $2,000. I did not get paid out due too self exclusion which I signed because it was stressed upon by my wife during the pendamic. I have came across people who had a similar experience. They were paid out once there exclusion was expired. What makes anything I did different from the others to keep taking my winnings? If there is a process I need to do to get paid then I would like to know about it. I've already gone through the steps of writing to the management back and forth the way they asked. If ** excluded then why does there security guy who helped me initially fill out my exclusion form still let me in? I'm confused, all I know is that I like to ******. I have had my share of day's of gambling when I couldn't afford to but I did anyways. I look at that as a learning experience in my past. The way I see all this is those days of loosing my money is like an investment into that day that finally comes if I ever get lucky to get a hand pay. You would think that type of person would be looked upon as a loyal customer. I really think it's only right for them to pay me. This was 2 years ago. I've been going to Graton 3 times a week minimum since then. I mean how convenient is it for them to not only take my losses but to take my winnings to. I gotta figure it out because it's more then just loosing money to me it's about doing what's right. I've been blocked messaging them through ******** multiple times trying to find answers. Graton will not answer or reply back to any of my messages on there contact site either. I appreciate your time reading this.

  Business Response

  Date: 03/06/2024

  ************,

  You voluntarily completed and signed a Self-Restriction Form on December 21, 2020, which clearly states in Section that you understand that you will be excluded from casino privileges for a period of one year from the date of the restriction request.  Furthermore, the declaration under section 4 of the Self-Restriction documents states "I understand, agree and request that in the event I violate the terms of this self-exclusion and enter the premises, I will be committing trespass, that I may be arrested and prosecuted, and that any winnings or jackpots I may win while trespassing on the premises will be illegal and shall be forfeited and will not be paid to me."

  We have communicated with you several times about your trespass and it will not be lifted at this time.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21355250
  
  I am rejecting this response because:
  
  Sincerely,
  
  York Swan

   

  I still don't understand. Why can you not answer my question. Why did you pay out customers who were band and not me? What was so different with the others that you still will not honor my winnings? You leave me with great resentments feeling stolen from. Why are you being so difficult on this matter? I have medical bills I need to pay. I do not cause problems at your place of business. In fact I've only helped your business by working with other companies street sweeping your parking lot and cleaning your restraunt exhaust hoods. You do not understand I was in no position to argue with your staff at the time of my first jackpot. I was literally stuck in my bed at home for a week after being in the hospital with fractured ribs and major bruising from a atv accident. I signed your band document under major discomfort and stress because of the pendamic and my atv accident. I have documentation from being hospitalized during the time of my jackpot. 

   

   What have I ever done to you? I'm a paying customer. You insist on not wanting to pay me out but yet you pay all these other customers because they simply didn't take no for an answer. Im a loyal consistent customer. Can you please pay me my winnings so I don't have to feel completely cheated by your business. It makes things very difficult knowing you continued to pay out other customers under what ever circumstances with the same band as you had given me which I unitentionally excepted. "Do you not understand" I was not in my right mind to want to just give my winnings away for something I invested my hard earned money into your machines for. Please respect me as I respected your team of employees at the time of my jackpots. If you really don't want my business then can you please just pay me my winnings and I'll will never come in there again. I will remove all my posts and reviews on your business if you can just be fair and make things right. Your a multi-billion dollar company please don't make me hold this grudge against you. It's hard enough having to pass your establishment as the freeway is my way of travel. I've done nothing to deserve this treatment of not being paid over a band that I clearly did not mean to sign for. You leave me absolute frustrated here and it's not okay with me. Your band policy is absolutely corrupt and something needs to be done.

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 would like some real answers, answers that I can understand. now I have been coming to Graton for 8 years. I was always told that this new rewards program would be exceptional. since it finally started, I was super happy because I thought I would finally get a birthday gift after 8 yrs. now the flyer, app, says NOTHING about earning 1000 pts, which is wat I was told. then on top of that, 8 years, and I've never got a happy anniversary from anyone. I spent close to $10, 000, if not more. so where has my free play to reflect those funds. it actually was more. but I can't tell. and comped cigarettes, I got 1 maybe 2 last year. your telling that 10,000-20,000 points gets u 1-2 pack. so $10-20 thousand dollars gets you 1-2 packs of cigarettes. 8 years, I have never been offered a comped room in the hotel, I don't even know what they look like. special drawing, I've never been in a special drawing. gift day, never ever has it bee free, always if I earn 1000pts. u want me to spend $1000 pts to get a $30-$40 gift.so I thing I've said my piece, now your turn. sorry so long but just trying to get everything out. and this app does not let you send a message, I tried 3-4 different times. again, thank u.

• Initial Complaint

  Date:12/31/2023

  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.

  December 29 Why are Uber/lyft customers waiting in the rain for pick up??

  Business Response

  Date: 01/04/2024

  Thank you for your feedback.  Ride Share guests are allowed to wait under the Porto Cache until their driver arrives.  There are several benches in that area available for all guests.

• Initial Complaint

  Date:04/25/2023

  Type:Customer Service 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 was refused a handpay *******. the day previous, I had no problem recieving 2 jackpot handpays.That day I felt the ban was no longer effective. and when I signed I also thought I was only banned for the rest of that specific week. Back in Jan-Feb 2023

  Business Response

  Date: 09/06/2023

  ************** was excluded from Graton Resort & Casino on 2/27/2023.  She was offered a Notice of Exclusion at the time as refused to accept it.  The Notice of Exclusion clearly states that if you return to the premises of Graton Resort & Casino during the period of exclusion (In this case was a permanent exclusion), you shall be subject to arrest and prosecution for criminal trespass.  Any casino winnings or jackpots by a trespasser/person subject to order of exclusion are illegal and subject to forfeiture. In addition, you were issued a Patron Gaming Dispute form on the date of your subsequent trespass in order for you to appeal the property's decision of non-payment.  You failed to complete and return the dispute and therefore any an all claims are void. 

  If you would like to appeal your exclusion, please contact our Security Team at ************.

• Initial Complaint

  Date:07/28/2022

  Type:Customer Service 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.

  On Thursday July 28, 2022 at 4:04 am I was visiting graton casino gambling and enjoying my visit until I was told I couldnt be in a certain area of the casino because from the employees perspective I didnt look like I belonged in the high limit gambling area. ****** said I wasnt allowed in the high limit gambling area. I have spent over $2000 at this establishment and to be told I cant be in the high limit area, I felt discriminated against and I felt attacked.

  Business Response

  Date: 09/07/2023

  Thank you for bringing this to our attention.  We strive to give only the best guest service to all of our valued patrons.  We are sorry we failed to meet your expectations.  Please feel free to contact us at ************ in the future to speak with one of our Operations Managers in order for us to quickly resolve any miscommunication.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 17635771
  
  I am rejecting this response because:

  i Am not totally rejecting this response but would actually like to resolve this issue through email. I appreciate the response and would like to resolve this issue as it has drastically affected me personally. It has already been hard to be a homosexual living in todays society. So when members of your staffed ridiculed me and made fun of my sexuality I was embarrassed, distraught, and emotionally damaged. 

  
  Sincerely,
  
  ***********************