ComplaintsforGraton Resort & Casino

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  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

  04/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  07/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

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

• Initial Complaint

  11/13/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  GRATON CASINO will not honor my winnings of a **** pot which took place in August of this year. I have already gone thru the proper steps in order to collect but Graton continues to deny me of my winnings. Yes I did self exclude myself from the casino because of harsh times during the pandemic. I did not enter casino to play slot machines under any dismissive ways when I did go back which Graton claims I did. I followed covid protocol just like every other patron. I basically thought to myself that this self exclusion program is fake because the gentleman that helped me with my paperwork prior did not turn me away as security is suppose to do during this type of situation. They simply will not honor my **** pot and I would like resolution to collect. How convenient it is that Graton is already taking my losses but they also take my money when I win as well. This is not right.

*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. ↩