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Business Profile

Casino

Seminole Hard Rock Hotel & Casino Tampa

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 41 total complaints in the last 3 years.
  • 16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/14/2025

    Type:Billing Issues
    Status:
    Resolved
    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 2/18/23 my friend and I visited the spa for a massage. At the end of the experience, we paid our portions separately. My massage was $290 (Swedish) and hers was $315 (Deep tissue). The next day my friend texted me saying they charged her $425. I thought that was odd so I told her to connect with the spa so they can determine the error in billing. She said she was able to work everything out with the managers at the time, *** and ******, and they credited her account. Fast forward to me calling the spa in December 2024 to book a treatment and they said they would not book any services for me unless I paid for my service back in February 2023. I was a little surprised as this was the first time I was hearing about it so I called my bank to confirm that I actually did pay. They confirmed I paid the spa for my massage ($290 + tip). I have the statements to confirm this. I requested a call back from the manager a few times. Once I was able to speak to her she claimed my portion and my friends portion had been reversed and refunded to one of our banks (we paid separately with our own credit cards - that's not even legally possible) and that unless she received payment I could not book. She was very rude and irate on the phone. None of this makes sense as my bank shows I paid. I would like a manager other than ****** to call me so we can work through this accusation. I would like to be able to have services for myself or others in the future.

    Customer Answer

    Date: 02/03/2025

     
    Better Business Bureau:

    You can close out my complaint as I received a phone call from the business personally apologizing. They confirmed they did receive payment and there was an error in their accounting system.

    Sincerely,

    ****** ********

  • Initial Complaint

    Date:01/02/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 believe there's been retaliation towards my player account for my complaint to security regarding other security guards driving the wrong way down the garage ramp almost hitting my vehicle.I was cordial when submitting my complaint, but later I noticed I stopped receiving free play offers to my Unity account despite gambling more than what I have previously.I used to receive these offers monthly.I would like to address I don't feel entitled to these offers in any way, I just noticed a series of events that perhaps led to my Unity Account being shadow banned as I've stopped receiving mail offers shortly after.If this is the case and I was labeled as "undesirable" by the staff as a result of my complaint that highlighted potential liability, it is unfortunate.I am seeking a response from management that could clear up this matter so I can confidently return as a player.On a separate note, I was trying to reach casino management today trying to find out the *** for slot play at this casino and I was given the run around on different support phone lines, further causing me to wonder if I was labeled as an "undesirable". They kept telling me to go in person to ask my question, which I found alarming instead of just finding the answer and providing it to ***** Legend tier feels worthless aside from the restaurant discounts.The phone support I am supposed to receive as a Legend tier member is non-existent as everyone I talked to including *********************** didn't know that was a benefit of the Legend tier. There was no phone support for Legend tier on the *** and from what multiple employees told me.With all respect, I would like to resolve these questions and issues to alleviate my concerns and to return to play with confidence.Included in this complaint is my account number.Kind regards,**** *****

    Business Response

    Date: 01/15/2025

    The reason why the guest stopped receiving offers is because he didn't play at the casino for three months.  The offers are based on the last three months of play.

  • Initial Complaint

    Date:10/14/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My hard rock account through the hard rock bet app has been locked due to my identity not being verified . Because of it I dont have access to my money in my account or am I able to place any bets which is causing me to lose Money. I received a notification in the app that I will be contacted in ***** hours and that was on Wednesday October 2nd . I was not contacted and had to reach out to them and have since only gotten generic emails saying they working on it but it has yet to be resolved . I need this matter resolved quickly and Im entitled to receive compensation for the opportunities missed . Strange enough this happens right after I wont a small parlay. This company already takes so much from people , to hold my money on top of that is unacceptable.

    Business Response

    Date: 10/15/2024

    We have forwarded this feedback to our ****************************** Team.  

  • Initial Complaint

    Date:09/23/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    9/22/2024 have had an established account with hard rock bet, my account has a small amount of money in it (under $20) when I went to access the account I was told I had to provide my DOB and SS number to access and that they had no other way to verfy me - I had my password and my account was setup for fingerprint verification

    Business Response

    Date: 10/22/2024

    We have forwarded to ************* on behalf of the guest.  HR Bet Leadership will reach out to the guest directly.

  • Initial Complaint

    Date:08/20/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    We were charged $1,750 for a broken television in our room that we did not break.

    Business Response

    Date: 08/21/2024

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

  • Initial Complaint

    Date:08/06/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    A woman who I met there & occasionally would ****** with (come to find out she's actually banned) apparently used my players card when I wasn't there one night sometime around the beginning of ***** *** guessing to use my free play, which doesn't really bother me since I couldn't use it anyways & I've shared it with ************ before. I recently learned, however, from a mutual friend that she won a Buffalo Grand Jackpot that night totaling somewhere between $10,000-$12,000. Since she's banned she shouldn't have been able to claim it, however somehow this con artist managed to convince the hand pay ****** that she was actually me, a man who underwent a *** change surgery, and talked them into using my ID that's already on file. Therefore I was issued a tax form for upwards of $12,000 that I must claim despite me not having been there. I called security to look into the matter & inquire about having criminal charges pressed against her. The first ****** I spoke to said that there's nothing they can do since it was so long ago. He finally agreed to transfer me to his supervisor after I explained that it appeared a felony crime had been committed. The supervisor told me that it was impossible for it to have happened, as the system in place couldn't allow someone to get paid with out a physical ID present. Then he told me that he reviewed my win history for any payouts that large & there were none all the way back to March. He then reiterated again that there's no way that it could've happened & that the ****** who told me this must've been trying to pull a fast one on **** asked about receiving a copy of my hand pays or a *********** told me I had to go there & find a slot tech to ask about it. I have since had yet another ****** confirm that they know for a fact that it most certainly DID happen, therefore the supervisor must've either lied about reviewing my wins, just didn't really try that hard, or simply didn't want to deal with me.Please help me

    Business Response

    Date: 08/28/2024

    We have looked into this issue before and found evidence that this occurred.  Can you please send us a copy of the *** W2 form so we can look into this further?

     

    Customer Answer

    Date: 09/09/2024

     
    Complaint: 22097980

    I am rejecting this response because:
    They asked me to submit the tax document, which I just received from them in the mail, but I don't know how else to submit it other than to reject & attach it.
    Sincerely,

    ******** ****

  • Initial Complaint

    Date:07/31/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    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

    Date: 08/13/2024

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

  • Initial Complaint

    Date:07/18/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    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

    Date: 08/01/2024

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

    Customer Answer

    Date: 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

    Date:07/12/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    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

    Date: 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

    Date:05/29/2024

    Type:Product Issues
    Status:
    Unresolved
    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 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

    Date: 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 Answer

    Date: 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

    Date: 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 Answer

    Date: 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

    Date: 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 *********************

Seminole Hard Rock Hotel & Casino Tampa is NOT a BBB Accredited Business.

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