Complaints

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

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  Pechanga Casino and Resort

  45000 Pechanga Parkway Temecula, CA 92592

• 

  Pechanga Casino and Resort

  P.O. Box 9041 Rancho California, CA 92589

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:02/10/2025

  Type:Product 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 sent an email to the lost and found at Pechanga and received an email back on 1/22/25 saying they had my item which was a ****** truck key fob. They said the item was available for pick up by 1/30/25. I went in person to pick it up and they told me that it was in a safe and they weren't able to give it to me. They said I had to talk to the original employee because only she could help. I sent her an email that day to let her know what happened. I never heard back so I called and sent another email. I had asked to have it mailed to me. I received an email on the 31st saying they could mail it out, however they checked and said the item was gone. This key fob costs over $500 and it was their fault they could not give it to me when I went in person. I am looking to get the item back or to have it paid so I could purchase another one.

• Initial Complaint

  Date:11/13/2024

  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.

  Horrible experience! As a Marine this was my last ball after 20 years of service. The rooms (5 of them!) I reserved months ago wasn't ready. I wasn't allowed to use a luggage cart unless they moved it. They brought the wrong cart to room then took 30 minutes to bring our right luggage. We missed half of the ceremony. My stars were missing on my medals to my uniform from mishandling. The food was horrible and I had to chug water to eat the over cooked steak. My room key didn't work, the manager said they would pass this all up and get back to me. They never did, and made a big deal when I asked for a late checkout after all this... ridiculous. My mom, wife's parents, sister, and brother and his wife all flew in from other states to be with me on my last ball all for this to happen. Breakfast was horrible also in the cafe and they mixed our checks up and refused to break them up. For as much as everything costs I am blown away. Then for them to not even care to do a follow up... very disappointing. List goes on of issues but I'm wasting my time at this point!

• Initial Complaint

  Date:10/11/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Hello,My name is ****** Bridge and I stayed with you Thursday, 10/3 through Monday 10/7. When I booked the trip I paid for the first night and upon arrival at the hotel I paid for the remaining 3 nights for $845.26. When I went to check out on Monday I extended the checkout for $75 and paid the $300+ of room service charges. When I arrived at the airport I looked at my bank account to see a duplicated charge of $845.26 and both times the money was withdrawn from my account (now reflected as $845.26 and $1183.09). Not just a charge that can be removed in pending, but the money gone from my account in the interim. I have called and emailed only to be ignored and hung up on when the fault is 0% with me 100% the casino. They are committing civil theft holding onto my money that they incorrectly took and havent given back. I was also originally provided an incorrect email address when I asked to file a complaint. I had that email returned and have now reached out here after multiple phone calls and emails have not been returned or ignored completely.Thank you,****** There is a serious coaching opportunity for **** and pechanga to improve on their empathy and dealing with clients who have experienced issues due to the hotels incompetence.

  Business Response

  Date: 10/22/2024

  On October 11, ***************************************************************************************************************************************** error and that same would be removed. He should have already been able to see the reversal at this time.He was advised to contact the Supervisor directly should there be any further problem. As of this writing, the guest was satisfied with the resolution of this matter.

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hi my name is ******** ********** I am making a complaint against pechanga casino today around 10:30 I was with ****** **** and we were entering the casino to sit down and play on the slot machines and as we were playing on the slot machine a woman came up to us with a paper stating that RodneyPolk came there last week and had an altercation with somebody but the picture that they had didn't add up with the ** that was on the paper so he had a mistaken identity so he was telling the public safety property restrictions department that that is not him on the ** and he was trying to make sure they were they were not trying to attack him but they ended up attacking him to the ground I believe that this was the public safety department and furthermore the police department as well and then ****** this is not me on that ** and they refused to listen to him and then they attacked him to the ground and one of the public safety officers have forcibly put his arm against his neck and a push him against one of the slot machines I am a witness of this incident and we go to pechanga casino frequently and for this to happen today is unacceptable and I called the public safety property restrictions department and I asked them for everybody name name and they refuse to give me the employees that tackled ****** **** to the ground and they took him to the back for questioning they ended up letting him go because they found out that that was not him on that ** and then they stated that he is not allowed inside the casino no more this is not okay and it's not it's not cool

  Business Response

  Date: 09/23/2024

  The Complainants observations have been forwarded to the Director of Public Safety for review. As the Compliant has no standing in this matter, we are unable to provide any further information.

• Initial Complaint

  Date:08/30/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 stayed at ******** on August ***** and left behind an item. The day I checked out on Aug 17th, I self-excluded myself. I filed a loss report online while notating I cant retrieve my item due to self-exclusion. After receiving an email acknowledging the item was found, I sent reply of options to retrieve my item. However, I didn't hear back, even after leaving multiple emails and messages. The reference number for the lost item is H370817. I'd like Pachanga to contact me about delivery options or allow me to go to the property to retrieve my item.

  Business Response

  Date: 09/04/2024

  I have been in telephone and email contact with the Complainant and have advised him that his lost article will be shipped to him via ****** I can now confirm that the package was picked up by ***** yesterday. He has been provided with the ***** tracking number.

  Customer Answer

  Date: 09/06/2024

   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

  Date:06/17/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 6/9/24 we booked two separate stays at the ** resort. One was for a one night stay on 10/23/24 and the second on 11/18/24. We are traveling thru to attend a wedding. Within two hours of making these reservations, my husband called the ** resort to cancel the stay on 11/18/24 because we will be returning home via a different route. The reservationist said that they do not issue refunds for a cancellation, only a credit for future use. He stated that he would send an email confirmation to show the credit. This never happened. On 6/10/24, I called the reservationist and he stated that he could see the credit under our name but couldnt figure out how to send us an email showing it and would escalate the issue to his supervisor. He stated that they had changed their reservation system. I told him that that made me even more nervous to not have a confirmation or refund because we wont be traveling thru again to use the credit for at least another year and what if my credit gets lost in their system. He said that his supervisor would either call me or send an email. This hasnt happened. We have traveled full-time in an ** throughout the entire ** and ******, moving every 3-4 nights and have never had a campground/** park not refund money when you call ahead to cancel. This policy makes no sense as people have to change plans occasionally. According to the website, the Pechanga hotel gives full refunds so I dont understand why the ** park doesnt. I am requesting a refund of $76 for the November stay.

  Business Response

  Date: 06/18/2024

  We have reached out to the Complainant via phone and email to resolve the matter and are awaiting their response. 

  Customer Answer

  Date: 06/21/2024

   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 have spoken to *** at Pechanga and he has agreed to refund me the $76 for the night that we have cancelled.

• Initial Complaint

  Date:05/30/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 a hotel guest waiting for my room to be ready on May, 17, 2024. I purchased a drink at the ********* the waitress took my debit card and came back with someone elses card. I gave the card back to her and let her know it wasnt mine. She acknowledged she gave my card to someone else and contacted them to return my card to lost and found. We checked lost and found upon our departure but it was not there. Once home I was notified my card was turned in and I sent them a copy of my ID, last four digits of card waived any liability and locked my debit card through my bank so it could not be used. Pechanga refuses to return my card by mail or ***** and insists I pick it up in person although extremely inconvenient to me in my time and gas money.

  Business Response

  Date: 07/03/2024

  I apologize for the delay in responding to your BBB submission as I had experienced extreme difficulty in being able to navigate their website. Once I found your complaint I was unable to return to it. I will be sending you a check for the requested amount ($32.00). Once again I apologize for the inconvenience this matter has caused you.
  
  The check will be mailed to you as/at the below
  
   
  
  *****************************
  ************************************************************************************
  
   
  
  Should this not be your current please advise within 48 hours. If I do not hear from you, the check will be mailed on Thursday.
  
   
  
  ***********************
  
  Director of Ethics & Risk Management
  
  Pechanga Resort Casino
  
  ************

  Customer Answer

  Date: 07/03/2024

   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

  Date:11/25/2023

  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.

  I have been a patron of Pechanga *********************************************** for over 20 years. I stayed at Pechanga on the weekend of November 17, 2023.On the evening of November 19, 2023, I began drinking in my room in the early evening before going down to the casino to play video poker. I drank 2 beers and a double ************* bourbon before going to a blackjack table. Soon after is my last memory of the evening until I awoke in the Riverside County Jail. I had to as a deputy where I was and why I had been arrested. He told me that I was arrested by Pechanga security for being intoxicated in their casino.When I was released from the Riverside County Jail I took an Uber back to Pechanga to get my car. On the Uber ride over I began scrolling through my phone and realized that a $50,000 cash withdrawal had been made at Pechanga from my bank account. This has to be a mistake right!When I got to Pechanga I was informed that I had been banned for life. I was able to get my car and asked for proof of the $50,000 cash withdrawal. The Casino Manager asked for my debit card to research the transaction, He returned with proof of the withdrawal from my card but with no signature. I began shaking, crying and having a panic attack. I was obviously in distress and having a mental health crisis. The Casino Manager not only did not offer medical attention or any help but asked me to leave the property immediately.This incident has destroyed me and my family. I vaguely remember being served double ************* drinks after double ************* drinks after double ************* drinks which likely put me in such an intoxicated state that my capacity to process withdrawing then gambling $50,000 away was beyond diminished. This is a predatory act by Pechanga that needs to be investigated by the Alcohol Beverage Control and the **************************** Evidently I was too intoxicated or overserved to be in Pechanga but I was not too intoxicated to ****** $50,000 away.

  Business Response

  Date: 11/27/2023

  At this time we cannot comment on the Complainants ongoing criminal matter. Suffice it to say that ********************** ability to recollect the events, as well as his behavior at the gaming table during the early morning hours of November 20, 2023, is flawed.

  No further responses will be forthcoming regarding this matter.

  Customer Answer

  Date: 11/28/2023

   I am rejecting this response because:

  I just got off the phone with the Riverside *************************** and the **********************************'s Office. There IS NO ongoing criminal matter but a lawsuit and media/social media campaign will be ongoing soon. Pechanga made this up to avoid taking responsibility for their predatory actions.

  Of course my recollection of events that morning is flawed because I was served double bourbon after double bourbon after double bourbon until my $50,000+ was gone. That's not in dispute. What also should not be in dispute is that Pechanga has a moral, ethical and legal obligation to serve alcohol responsibly and monitor their patrons to ensure that they are gaming responsibly. Evidently I was given $50,000 at 11:45 PM and it was all gone by approximately 1:30 AM. Is allowing a customer to lose $50,000 in a little more than 1.5 hours responsible gaming?

  BBB since Pechanga will have no further comment I give you permission to post my complaint and have any media interested in this story contact me.

  
  

• Initial Complaint

  Date:11/14/2023

  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.

  Ive been a regular at this resort for yrs. I used to be a Red member (highest), spent up to $10,000+/trip or per day on some trips. Due to some bad services. I stopped coming over a yr.Months ago, I resumed my visit. Early Oct, after long hrs that cost me about $1300, I left around 7AM. As I pulled out, I noticed I needed to use my GPS, so I pulled back in. A security worker approached me to ID. I was uncomfortable randomly asked, I needed to be on my way. He then started making personal comments that made me feel very degraded. After yrs of spending tons of money here, their security degraded me right in their parking lot. I was very bothered. I asked to speak to a supervisor. He refused. I told him there needed to be valid reasons to ID. His reason was it's private property. Being on private property doesn't mean I lose all my rights. Private property, but they should abide by the law. He called someone and ranted that I wasn't being cooperative.I was upset at how he made me feel violated, disrespected. I took off feeling very offended. On my way out, I saw a security worker in his vehicle, a female security in another. The guy claims to be the person in charge, but refused to write me his name. How he responded made me also feel offended. The female used her personal phone to take a photo of me w/out my consent. I felt bullied, harassed, and ganged up on.About 2 wks ago, approx 2AM, I made a verbal complaint of the incident to the shift manager. He involved a Sergeant and another security officer. They apologized, shared that they were just preventing non-members from loitering the premises, and if it happens again, I can just show my player's card. Yesterday I found out all my benefits were taken away and I was banned for life. They go by the submitted reports, that I have no saying or request for copy of the report. Ridiculous! The complaint backfired. These people are rude and biased. If they unreasonably banned me, then partially refund my money.

  Business Response

  Date: 11/14/2023

  As the Complainant neglected to provide his/her name, we are unable to research the property restriction that he/she has referenced. We will be happy to respond to this customer service complaint once provided with the information necessary to do so. 

  Customer Answer

  Date: 11/16/2023

  Cam Ho

  Member #*******

  Incident 10/5/23, approximately 6:30AM.

  Business Response

  Date: 11/16/2023

  After a review of the events which took place in the early morning hours of October 6,2023, it has been documented that the Complainant was contacted by Casino Security after a report of a person sleeping in a car located in one of the Casino's parking garages. Upon such reports it is usual and customary to contact the person firstly for a welfare check as well as to establish that the person is the owner of the vehicle and/or a permissible occupant.We dispute her allegations regarding the lack of professionalism of our security staff during the contact when asked for ID and/or verification that she was *********** be in the vehicle. As the Complainant refused to identify herself, and did have the key to the vehicle, she was permitted to be on her way with no further actions taken by Security Staff. It should be noted that sleeping overnight in vehicles at a Casino is one of the warning signs of a Problem Gambler. Because of privacy issues we are unable to discuss any particulars of the Complainants situation any further in this open forum. Help is available at 1-800-GAMBLER ***************). The Complainant has been restricted from the Gaming Facility located of the private property of the  Pechanga Indian Reservation. This restriction with not be rescinded.

  Customer Answer

  Date: 11/17/2023

   I am rejecting this response because:
  
  What a shame that workers of this business unprofessionally harassed and bullied me. But management create lies to cover up. 
  
  The business's rebuttals are false. I left the business about 20 mins before I got to the parking lot. About 7 minutes later, a rude security approached me. How was it possible that I stayed overnight in my car? Provide proof.
  
  I got teamed up by 3 security reps. **** were confident that they would find ways to retaliate of how I response to their inappropriate behavior. As explained in the complaint, 
  
  I felt they would make up lies. So I recorded the situation for my record. Here is the video. **** couldn't answer my questions, because the truth was I didn't do anything out of the norm. But how they attacked the situation was wrongful. If I didn't record the situation, they might have made false reports that I physically broke their property or attacked them with weapons? ************************************************">************************************************
  
  Don't degrade me that way. I don't consider myself a gambler, but an investor. I research if there are benefits or a return before I spent. Their promotions and benefits are based on play, which, to me, are partial returns from my investment. I don't just invest in this industry, but I invested in multiple industries.
  
  How insulting to see a business that doesn't believe in customer service or has any respect for customers that contributed to their growth. It is ungrateful, unethical, pathetic, and definitely unprofessional.
  
  Requesting for a reasonable reason to ID is not a legit reason to ban anybody.
  
  Apologize to me, restore my benefits, accommodate me accordingly. If not, refund me the money that I have spent here. 
  
  It's ridiculous how a business thinks that they don't need to be professional towards customers, but customers must be professional towards the business? Let's investigate this business to see how many customers they have robbed and mistreated.
  

  Business Response

  Date: 11/17/2023

  The restriction will not be rescinded. No further responses will be forthcoming. 

  Customer Answer

  Date: 11/18/2023

   I am rejecting this response because:
  
  They couldn't provide proof that supports their false statements. If they can't provide proof, then rescinding of an unreasonable restriction is a must, not optional. Their promotions are products that lure customers here to spend money on them. If they dictated rather than be professional. Then refund me a partial of my money that I spent here. Refund me $20,000.00. I will spend it elsewhere that is worthy of my money and comes with promotions that I can utilize. As of right now, I just need my money back and an official apology. I will not spend another $1 on this dumpster.
  

• 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.

  I was kicked out for life after being assaulted by security st pechanga,why'll I was sitting in my car in their parking lot 6 security employees approach my car knocking on my window. It was 130am and I had a room there. They woke me and ruffed me up for no reason then told me to leave the property. I told them I had a room there and that my things were in my room they did not allow me to get my things and made me leave. since then someone stole my bank card after I was banned for life and took over 2000.00 it was not me. And I did not authorize the transaction . Pechanga refused to give me my money back.

  Business Response

  Date: 07/28/2022

  At 12:54 am on the morning of  April 28, 2017 Officers of the Pechanga Department of Public Safety conducted a "Welfare Check" in response to a report of an unresponsive male in a car parked in one of the Casino's parking structures. Contact was then made with a soundly sleeping Mr. ******. Mr. ****** was asked if he was alright or if he needed assistance. During this exchange Mr. ****** was found to be in possession a several different types of controlled substances. As a result, he was given a written 1 year restriction notice advising him of the restriction and that if he returned to the Property before the expiration of the restriction he would be subject to arrest for Trespassing. He was then advised to vacate the Property. He departed the parking structure in his vehicle.

  However several hours later Mr. ****** was found to have returned to the Property. He was then contacted by Officers of the Pechanga Department of Public Safety with the intent of asking him once again to depart the Property and abide by his restriction. It was at this time that Mr. ****** began to get belligerent and abusive to the Officers and repeatedly refused to depart from the Property. As a result he was then given a Lifetime Ban from the Property. During this exchange he was found to be in possession of another controlled substance in addition to the previously mentioned drugs. As a result he was arrested and removed from the Property by a Riverside Sherriff's Deputy and charged with  Possession of Control Substances and Intimidating a Business Operation. 

  Regarding any of Mr. ******'s belongings that may or may not have been left in the room, the actual registered party in the room was advised that all items in the room had been gathered by Hotel Housekeeping and that she could pick them up at her first opportunity. Subsequently all items were turned over to the registered guest.

  No funds are due to the Complainant and none will be forthcoming.