ComplaintsforBlack Oak Casino
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
BLACK OAK CASINO JUST OPENED A NEW TRAMPOLINE PARK ON ITS PREMISES CALLED ELEVATE. THEY REQUIRE A PARENT OBSERVER TO PAY $7 TO WATCH THEIR OWN CHILD. THE **** THAT WE HAVE TO PAY A FEE PER PARENT TO ENSURE THAT OUR 2 AND 3 YEAR OLD CHILDREN ARE SAFE IN THEIR FACILITY SHOULD BE FRAUD. I HAVE TO PAY THE $7 TO WATCH MY CHILDREN INSIDE THEIR FACILITY, NOT JUMPING...HOW IS IT LEGAL THAT I HAVE TO PAY TO WATCH MY CHILD. AM I SUPPOSED TO JUST NOT PAY A FEE AND TRUST THAT ELEVATE EMPLOYEES ARE GOING TO MAKE SURE MY 2 AND 3 YEAR OLD CHILDREN ARE SAFE? ARE THEIR EMPLOYEES CERTIFIED AND TRAINED IN FIRST AID AND CPR? ARE THEY ENSURING MY LITTLE CHILDREN ARE NOT BEING JUMPED ON? ALSO RISES THE QUESTION ABOUT THE SAFETY OF YOUNG CHILDREN AROUND STRANGERS AND OTHER ADULTS. ARE THERE OTHER EXITS THAT MY CHILD COULD BE TAKEN OUT OF IT I WEREN'T WATCHING? I BELIEVE THEY ARE DISCOURAGING PARENTS FROM SUPERVISING THEIR CHILDREN. WE HAVE BEEN TO MANY OTHER TRAMPOLINE PARKS AND HAVE ACTUALLY BEEN REQUIRED TO SUPERVISE OUR CHILDREN WHO ARE UNDER THE AGE OF 6, WITHOUT AN ADDITIONAL FEE. ELEVATE SHOULD BE ENCOURAGING PARENT SUPERVISION OF YOUNG CHILDREN, NOT DETERRING THEM. CHARGING PARENTS A FEE TO OBSERVE IS ABSOLUTE FRAUD. SHAME ON BLACK OAK. YOU SHOULD BE FOSTERING AND ENCOURAGING PARENTS TO CARE FOR THEIR CHILDREN ON YOUR FACILITIES...NOT THE OTHER WAY AROUND. IF YOU ARE TRYING TO KEEP PARENTS FROM JUMPING WITHOUT PAYING, THEN GIVE THEM AN OBSERVER WRISTBAND TO SHOW EMPLOYEES THAT THEY ARE NOT PAYING JUMPERS, JUST AS WE HAVE ALWAYS HAD AT OTHER FACILITIES WE HAVE GONE TO.Business response
01/24/2024
To Whom it may concern,
We hope this helps to answer your questions and provide a better understanding of our facility. We look forward to seeing and serving you in the future.Initial Complaint
04/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I won a jackpot for ****** and was denied collecting it because they said I didn't win it someone else did.Business response
05/02/2023
After a thorough investigation, it was determined that the complainant is not the winner of the jackpot. She is more than welcome to discuss her involvement in the conspiracy to defraud the casino and/or commit tax fraud on behalf of the actual winner with our ********************* the California ***************************, and the ****Initial Complaint
10/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On oct 6th 2022 I reserved a room at black oak casino because my family and I were going to surprise my mother for her seventy fifth birthday. Due to an emergency in the family we were not able to go.I had called the front desk last night and told them the problem because since we weren't able to stay I did not want my card getting charged.The clerk told me it was ok. I found a charge of ****** dollars taken out of my account today from this resort. And this was even after the fact that I canceled.Please I would appreciate you looking into this matter for me so I can *************. Thank you. ***************************.Business response
11/11/2022
We are sorry that you called, and someone told you that it was ok, but the charge happened anyway. We are currently working on reversing the charge. This may take a few days. Feel free to call me (********) at ************ if you have other concerns or questions.
Thanks,
***********************
Director of MarketingInitial Complaint
09/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was at the blackoak casino and resort from Friday 9/23/2022 to sunday 9/25/2022. At approximately 1:30am on sunday morning i was approached by several security guards. They accused me of spending $301 left in the machine by another customer. When i asked what i needed to do, they told me i had to pay it back. My husband asked if we could see the video before just handing over $301. We were told we were not aloud to see the video. If i did accidently use someone elses money that THEY left in the machine with out noticing of course i want and should pay it back. However i would like to see the video proof that the money was left in the machine i eventually went and played on. Although we did pay the $301 back, I felt very uncomfortable and intimidated by all these men that were around. A simple tap on the shoulder with one person approaching me would have been just as effective and not caused a scene in the middle of the casino.Business response
10/27/2022
When Black Oak Casino receives a complaint of money missing over $50 a video review is conducted.
When the money is located an approach will be made, following casino policy, with a request for the
money to be paid back. Black Oak Casino does not provide video of an incident unless a subpoena has
been issued. The person being approached is not required to return the money and does not have to
rely on the casinos version of events. Normally if the person refuses to return the money, they would
be excluded from the casino for 24 hours utilizing casino policy and the right to refuse service. On
Sunday September 25, 2022, Black Oak Casino followed the above steps when attempting to locate $301
dollars reported lost.Customer response
10/27/2022
I am rejecting this response because:I was approached by 5 security guards and I asked what needed to be done and my only option WAS to pay back the $301. There was no other option explained to me at that time. My issue isnt necessarily paying back the money IF I didnt in face sit down at that exact time. My issue is how the situation was handled..it was very intimidating to be surrounded by 5 men in suits accusing you of stealing $301.Business response
11/09/2022
The casino was attempting to retrieve $301 in money that another patron lost. We are not required to
present you with other options as it is our goal to get the $301 back for the patron that has lost their
money. You are always allowed to refuse to pay something back when it is requested. At that time the
casino can refuse service to you following our policies and that is what would have happened. There
were 2 Public Safety Officers and a Slot Shift Supervisor involved in the approach because per policy
those are the people involved in approaches of this type. There were a couple of ************* Agency
Officers (TGA) standing several feet away observing the approach. They work for the tribe and their job
is to protect tribal assets, so it is not unusual for them to observe approaches. At no time did the TGA
Officers join the approach.*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. ↩
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.