ComplaintsforSeminole Hard Rock Hotel & Casino Tampa

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were charged $1,750 for a broken television in our room that we did not break.

  Business response

  08/21/2024

  The guest was contacted yesterday and their credit card was refunded.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unfair business practices and very vague rules on online gaming scoring. Their rule doesnt cover payouts on a first 5 inning game in **** Every other sports book in the world calls a tie after 5 a push. They have decided to not follow their own rules.

  Business response

  08/13/2024

  We are looking into the claim and will respond back to the guest directly.  Thank you

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  At the end of June I called the resort as I was sent a flyer with a 3 day stay, $250 resort comp, $100 traveling expenses and a mini projector or $100, comp. I booked it and arrived on July 17 to stay through 19. When I arrived they did not honor anything but the room. I called and they said due to me not stating I wanted all of the perks they didnt give me the comp. I shared of course I would want all and even was emailing a host stating I wanted it so she stated to call the number on the flier. I did that. No where on the card does it state you have to say you want ALL that they offer. Just states to bring transportation receipts that I would have for traveling. Why when you get a flyer stating everything youre to receive would you have to remind them you want that when you are traveling?

  Business response

  08/01/2024

  We are currently investigating the claim and will reach out to the guest very soon.  Thank you

  Customer response

  08/02/2024

   
  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 look forward to their response. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hard Rock has the duty of protecting personal data. It has come to light that employee(s) have accessed my personal data without the specific business need to do so and have shared that information with other persons. This includes dates/times of visits along with win/loss amounts that have been tracked while using my Unity Card This is a violation of PIP and Hard Rock has failed to protect my information Allowing access to my information I am requesting a copy of all times my account was reviewed date, times, reasons, and by whom Reviewing a person's account should require a log in credential and reason code, stamping each review with such information

  Business response

  07/25/2024

  ****** was contacted several times by Seminole Hard Rock Tampa several times. They were told that we needed more details to research the claim.  However, they refused to provide the specific details we requested.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 5-22-2024 I made a reservation for a Watch Giveaway promotion held on 5-26-2024 at Seminole Casino, Tampa. The promotion was in "My Offers" in my Unity ************ account. I received an email confirming my reservation. I could choose the watch or $300 in free play. I am attaching a copy of my email confirmation. I also had a separate offer for the same day for another $300 Free Play.I arrived at Casino on 5-26-2024. I was unable to access the offers. I went to the Unity ************ service desk to ask about the situation. I was told that my account was locked by upper management and that I would be contacted within 72 hours. I drove 100 miles back to my home with nothing. No watch and no free play. The following day, 5-27-2024, I received a call from *******, Seminole Casino employee. She explained that my account was locked because I had not been gambling enough to warrant offers for free play and giveaway offers. When I explained that I drove 200 miles round trip and thought I should be compensated, she hung up on me. ****** calls to her went unanswered. ********* phone number is ************ I understand limiting or eliminating future offers based on play, but it seems to me that I was enticed to drive to Tampa Casino with the Watch Giveaway offer. And when I get there, "Wham", your account is locked and you have no offers available to you". I drove 200 miles on 5-26-2024, spent 4 hours driving, and received neither of the two promised offers. I feel like I was treated unjustly. Don't send me a confirmation telling me to come to your casino and then lock my access to my account. I am asking for $600 compensation (the $300 Free Play Offer and the Watch/$300 Free Play Offer). At a minimum I am asking that I am reimbursed for the money I wasted making the trip to the casino. At $0.67 a mile (IRS Standard Milelage Rate) , plus $6 in tolls, that comes to $140.

  Business response

  06/19/2024

  This guest was called by our Marketing Department.  He was told that access to his account and offers will remain locked.  His established play does not qualify for any offers at this time.  Any new ratings will be considered for future offers.

  Customer response

  06/20/2024

   
  Complaint: 21770258
  
  I am rejecting this response because:

  I was called by their ********* department, only it was after I had made the 4 hour round trip to their Casio to redeem the offer they had confirmed to me by email.  

  If they would have called me before I traveled to their business I would have cancelled my trip and save time and gas money.

  It is obvious to me that Seminole Casino Hard Rock Tampa is clearly violating the FDUTPA law.  (Florida Deceptive and Unfair Trade Practices Act)

  In short, please don't send me an offer, accept my reservation for the offer, email me a confirmation of the offer, and then lock my account after I make the two hour drive to Tampa.  

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

  Business response

  07/17/2024

  The property will not be offering any compensation at this time.  The guest was advised that he needs to have qualified play in order for the offers to be honored.

  Customer response

  07/18/2024

   
  Complaint: 21770258
  
  I am rejecting this response because:  Clearly, Seminole Casino Tampa is violating the Florida Deceptive and Unfair Trade Practices Act law. 
  

  They send me an offer for free product, then when I arrive to collect the free product, I am told my account is suspended and may not access the free product.  

  It is obvious to me that this business has no intention of remedying my situation.  
  

  Very dishonest Casino employee handling my complaint.  Leaving out critical facts when responding is lying in its purest form.  

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

  Business response

  07/20/2024

  We will not be able to honor any promotions for ****************** until his play meets the criteria for the offer.  He has been advised of that from our *********************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First off I want to say, this has absolutely nothing to do with the unregulated aspect or this casino. Ive been enough to know that there is honestly very slim chance of winning anything, hence my foolish choices to keep returning. There are some amazing staff members and then there have been some abhorrent experiences. It is like this casino knows it has no competition and treating locals who spend thousands of dollars every other month is in simple terms seemingly enjoyable for other staff members ESPECIALLY security and supervisors. Im sure you can look up my history as the dates are on a few occasions of these ridiculous experiences, and I will only note the major ones, as I dont have enough time in the world.First of all, I was there at a slot that is no longer there, has been replaced near ****** with that useless Shark machine. I hit the free plays, machine FROZE. Ok I get it, its a machine, however, I pressed the service button and moved to machine directly next to it, with my balance still being held in the frozen machine. It took over THIRTY MINUTES for someone to come, yet they informed me they couldnt reset to the free play and called a supervisor. Supervisor took another 10 minutes and then didnt understand the machine, had to show her the components of the game. She informed me that the machine was showing that it did not in fact land on the free games even though the screen was in black and white and clearly frozen, when I objected to this, she with an attitude begrudgingly went to view the cameras. All to come back and inform me I pressed another box. I most certainly did not, nothing was offered, in fact she said well what do you want me to do about it? No free play or even an apology offered for the 40 minutes I patiently waited, to be called a liar and left without what I had won. Dont even get me started on the blatant lies about comped rooms and threatened by security for being a witness to someone burning their hand on coffee

  Business response

  06/05/2024

  Hello--

   

  Our Slots Team will be reaching out to this guest today.

   

  Thank you

• Initial Complaint

  05/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Went to ********* Tampa on Nov 13, 2023. While I was there I mistakenly left $310 on a slot machine. I ended up leaving the casino before I remembered. When I did remember I returned and advised a cage employee who called security. They reviewed the tape and saw everything that happen down to the person that took the money from the machine. They told me the person went to an ATM and cashed it out. It was made to be a to bad so sad scenario for me; meaning nothing was done to get my money returned to me. Fast forward to May 6, 2024. I'm in the casino walking out and find a $300 voucher on the floor. I pick it up and look at and think wow, what a lucky day. I cashed the voucher in at an ATM and think nothing more of. While in the parking lot leaving the casino I was approached by security telling me their supervisor needed to see me. I asked for what and they said the voucher I picked up off the floor. I said why would anyone need to see me for that, I found it. They proceeded to tell me if I didn't return the money charges would be pressed against me. I asked why this same energy wasn't put forth in November when my $310 was reported lost. They said well "this is what it is pay the money or we will be contacted by Seminole police". I unfortunately did not bring my purse and I was leaving because I had someplace to be. I gave the security officer my number and told him to have his supervisor call. When she called she was extremely rude and aggressive, attempting to make it seems that I stole the ticket from someone. I said clearly you have the video footage and can see me pick the ticket up off the floor. There is no reason to be rude or aggressive. She was so rude I advised that she should do what she believes is best for the scenario and I hung up. On May 7 2024 I returned and spoke with ***** and paid the $300 but was told nothing could be done about my loss. My $310 needs to be returned with the same vengeance from *********.

  Business response

  06/19/2024

  The guest was not at the property on November 13th, they were there on November 16th.  We do not have any record of contact with her on that date in our system.  The newest contact was on May 6th.  The guest was at the property multiple times between November and May and never reported the issue.  We make every effort to recover *****'s lost funds each time we are called.  Unfortunately, if the person who takes the funds never uses an ID and they have already left the property it is very difficult to identify them.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am currently an icon member with casino. I play in here every 2-3 days and over 3 month period Ive spent well over 5-7k or more. They offer me promotions and I take advantage of them one Im supposed to be eligible for is a stay at hotel under promo where it may be free depending on availability. For past 3 months they been lying saying I get special offers at Tampa hard rock but when I go to book all rooms are from ******* a night. I called they couldnt assist they told me go see a hotel host. I did that he took my information and date I wanted to stay and I never heard anything from him. So based on lies I feel they need to accommodate me for what I suppose to receive.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was on vacation and on the last day 1/7/2024 we decide to go to the Hard Rock Tampa I decided to play slot machines and I played for 6+ hrs. I proceeded to lose thousands and thousands of dollars which no complaints I had a great time and then I flew back home to ******** later that night. Then about a month later I receive these offers I earned from playing all that play that day I earned 3598 tier credits which I was told was equivalent to putting over ****** coin in. My wife and I were very happy to see these offers come in and we booked the room for the first week of March as the offers started on 3/1/2024 we decided since I had a lot of time off of work we would stay out there a few weeks and just play with our free play they offered us and enjoy our time in Florida. For some reason on 3/14 when we went to the casino to play our offer I was told my account was frozen and they had no reason to tell me why just told me my account was under review. Later that evening I received a phone call with an explanation and an apology let my account was frozen and I would not receive no more offers for my play on 1/7. They gave me an excuse that I was overcomped and my offers were not proper for my play which I know is not a true statement as I talked to many X card holders and show them my play for the day of 1/7. Every one of them agreed my offers were on par for my play that day I was also told that I would not receive any more offers for my play. The reason they gave me was so minimal and something I don't believe let a department internally with mess up handing out offers they told me many accounts were getting phone calls and told the same information which I do not believe. I have sent numerous emails and made many calls and keep getting the runaround. If I was sent the wrong offers then I would like to know what the right offers would be and I would like to know why I can't have no offers for my play no more Please help me get to the bottom of this thank you

  Customer response

  04/10/2024

  they have fixed my offers and I'm receiving the offers I was getting earlier. I'm very happy with this result

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2//4/24 I made a reservation for 2 (2/20 & 2/21) at the Hardrock in Tampa. When I became ill I called to cancel the reservation. The agent said she had no record of the reservation. I asked to speak to the manager, a ******************, I think. He also said he didn't find my reservation and that it was made with Expedia, not Hardrock. No where on their website does it mention Expedia including in their pages of cancelation policy. I tried to contact Expedia on Monday, but on their cancelation page you can't even submit if it's been less than 24 hrs. By then it was.I did my best to cancel before 24 hrs prior to reservation, I still can't find a number to contact Expedia. Hardrocks website on reservations and cancelations is misleading

  Business response

  02/23/2024

  Hello--

  This reservation was booked through Expedia, who is the vendor holding the funds, as this was booked directly through them.

  Please reach out to Expedia directly at ************ and refer to the booking number 168868508.

  Thank you

*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. ↩