Complaints

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:06/16/2023

  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.

  Made 3 trips to hard rock Tampa for gas gift cards, found out today 6/16 /2023 that 2 were not processed

  Business Response

  Date: 06/30/2023

  This has been forwarded to our Promotions Team to follow up with the guest.

• Initial Complaint

  Date:05/01/2023

  Type:Customer Service 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.

  Thursday April 27. Went to Tampa location to attend their Alabama band concert, which we paid $508.00 for our tickets. Concert was in about their 3rd song. Head of Security there obviously does not like anyone having fun. I shook lead singers hand - got securitys dirty look. Then sat in a row that was empty, I realize that was not my seat but the entire row was empty so I sat down at end of row seat to take pictures in order to insure I was not in anyones view of stage. My husband was in our own seats obviously I didnt plan to stay, I was taking pictures (by the way no announcement was made that we could not take pictures). Pictures (are) allowed at these concerts.With that said - Security supervisor literally kicked me out, he acted as if my good time wasnt allowed. I am sure this band will totally disagree with what occurred as after seeing them over 40 years I know this and they have voiced that they do want their customers up & dancing, having a great time. I wasnt doing much of that, didnt have time yet for that before I was kicked out. No warning, no discretion was taken at all. They made me sit outside while they fetched my husband from his seat and told us to leave. It is obvious that their security detail likes to push their title around they likely enjoyed treating us like that. Again no warning for anything no discretion at all, very appalled by these actions. Guests in the area were also stunned saying what? Why? You werent doing anything wrong! Well obviously security detail there had nothing better to do than completely ruin my night for no good reason and I imagine customers just staying neatly put and not having fun would be their preference!Yes, we want our money back. $508.00. We are not going to ask Ticketmaster for our money back, this was not Ticketmasters fault. I called the establishment and no one knew where to send me to resolve this. Purchase for tickets was made in a little store near ***************

  Business Response

  Date: 05/24/2023

  It took a while to contact the guest because I missed her a few times, however, after speaking with her she declined the offer of 2 tickets for an upcoming show at the Hard Rock Event Center.  I'm researching other solutions including a refund of Unity Points to her husband's account, as he was the person who purchase the tickets.  Will follow up with the guest again with final resolution.

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 19995941
  
  I am rejecting this response (for now) until a resolution is found.  **** at Seminole Hard Rock is researching to get resolution at this time.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/16/2023

  Ive call the guest to offer a refund and she has not gotten back with me.  I will reach out again today.

  
  

  Customer Answer

  Date: 06/29/2023

  No this complaint has NOT been resolved and should not be closed!!!   The Seminole Hard Rock representative has been difficult to contact directly we have been doing phone tag.   My last message received by rep was we need some particular information in order to credit your account for $504.00 ticket purchase.   We were traveling across the country when we received this message, today 6-26-23 I left a message telling this rep that since we are playing phone tag maybe you can tell me in your message what information it is that you need to credit the account so that I can give the information to you.    Its unfortunate the phone tag going on however its helpful when messages include more information like what you need.    Ive been trying to stay by my phone to actually receive returned calls but it never happen on same day.

  Business Response

  Date: 06/30/2023

  This issue has been resolve and the case can be closed.  The guest was refunded the cost of the tickets.

  Business Response

  Date: 07/03/2023

  This has been resolved.

  Customer Answer

  Date: 07/03/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/06/2023

  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 sat down at a slot machine at the Seminole hard ********* and casino Tampa unbeknownst to me had a ******* dollars that someone left on there hit the button a few times then cashed out.My eyesite is really bad and I lost my glasses and didn't realize until I cashed out that it was for ****** and not ***** like I thought and then went home.Now I have a warrant for my arrest for grand theft and trespassing,this is not right,I have never committed a felony in my life and and it's negligence on there part for allowing me to play there in the first place because I am banned for falling asleep,which is stupid and they never did anything about when I found ****** sticking out of the ATM,they smacked my hand and escorted me off the premises.Didnt have to pay back the ****** nothing..Thats negligence again for not arresting me then charging me with ***** theft and trespassing.if they agree to drop the charges I will pay back the money,because I still have it and self exclude me from gambling.Theres people that work there that knew I was banned but always turned the other cheek and if these charges aren't dropped I'm going to expose some names,believe me,somebodys gonna get fired ,I'm over it and will never step on Seminole property ever again,I will sign anything u need to make it official.Your security dept.needs an overhaul and if you want to keep banned people out of your casino all u have to do is check ids when entering run them thru your database,end of story.Im 60 years old I'm not some kid that preys on casino customers,I always come with money and pulling a abandoned vouchers isn't grounds for the charges your putting on me.

  Business Response

  Date: 04/07/2023

  This guest has a lifetime ban with at all Seminole Gaming Properties.  He should contact Seminole ***************** if he has any questions or concerns.

  Thank you

• Initial Complaint

  Date:03/27/2023

  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 won several jackpots while playing at the Hard Rock. Every time I won a jackpot, I asked them to take the federal taxes out of the winnings and was told every time that they don't do that. It is the first place that I have every gambled where they don't ask you if you want the taxes withdrawn. The winnings were fairly substantial so I kept all the receipts from those jackpots figuring that at the end of the year, I would use the win/loss statement from the casino showing losses and wins to offset some of the tax burden. When I went to retrieve the win/loss statement earlier in the year, the online version was just a summary of how much I actually won. I actually made a special trip to Tampa to get a copy of the win loss statement directly from the casino figuring it would be more detailed. They handed me a copy of the same form that was provided online. I had a heated discussion with two members of their service desk to no avail. Every win loss statement I have ever gotten from any casino before the Hard Rock, details monies won, monies lost and monies won from jackpots with a total of actual winnings. These are used to offset tax burdens when filing taxes. The form they have provided and insist is all they offer is in my opinion, not only useless but maybe even in violation of IRS laws. It is basically unusable as a tax document and basically forces someone that is trying to itemize gambling losses to make an educated guess at what their losses are which can create two likely scenarios. One is that the gambler will be forced to pay taxes in excess of what are actually due and the other is risking an IRS audit due to losses being reported that are not documentable.

  Business Response

  Date: 03/30/2023

  We will have someone from our ****************** reach out to the guest directly to explain what was provided to him on the Win/Loss Statement.

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19857215
  
  I am rejecting this response because:  I don't need the business to explain the win/loss statement to me.  I understand the document that they gave me and went over it with the player's desk at the casino in person.  I told them at that time and I reiterate that the document Hard Rock Casino provided is not in line with win/loss statements from other casinos.  It in no way details the wins and losses but rather gives a simple summary of the amount won after everything is totaled.  I need Hard Rock to provide an accurate and IRS acceptable document that can be used to itemize losses.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/07/2023

  We've responded to him with the documentation he was requesting.  He had a Win of $2,400

• Initial Complaint

  Date:02/13/2023

  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.

  Your free night stays are a fraud I called an for the month of March you reservations says NO ROOMS available so my question to you is y do you send these invitations out if they are not valid.

  Business Response

  Date: 02/14/2023

  I'm not sure why the guest would not see complimentary rates available for her as she definitely is eligible.  I checked the rates with her account and found plenty of complimentary available.  I left the guest a message and I'm waiting to hear back from her.

• Initial Complaint

  Date:01/20/2023

  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.

  My promotion have been frozen and I get kicked out of the casino every time I go there but they still send me weekly promos and I suspect some slander from the hosts to some casino friends of mine in the last month I have not been able to redeem roughly **** dollars in promos I earned and 30 hours arguing with them before being kicked out

  Business Response

  Date: 01/21/2023

  This guest is aware that he is part of an on-going internal investigation.  He will be updated by our Security Team when the investigation is completed.

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18856678
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/14/2023

  This is a follow up to my original complaint I was never able to respond so the fine establishment did not honor their promotions and I think it's criminal what they are allowed to do using the sovereign nation excuse I believe I was cheated out of at least $3000.00 still no response from customer service

  Business Response

  Date: 02/14/2023

  This guest was notified that we cannot do anything for him at this time as this is an on-going investigation.  Once it's completed the property will reach out directly to him.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18856678
  
  I am rejecting this response because:       it is no offer i am now banned for life is this tru   is that your response

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

• Initial Complaint

  Date:12/28/2022

  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.

  On December 19th 2022, I checked in to the Hard Rock Hotel Tampa. I was initially informed that I would have to pay $100 deposit for incidentals but upon really checking in I was told it was going to be $100 a night so totaling $200. When I asked the hotel clerk which was better to use credit or debit so that my funds would be released back quicker I was given the answer of debit so I had a $200 hold put on my debit card at that time. When I checked out on December 21st 2022 the hotel clerk at that time told me that as soon as I checked out and soon as he pressed the button my funds should be released back to me. My funds are still pending to this date although the Hard Rock is telling me that my funds were released on December 22nd at 6:01 a.m. after calling the Hard Rock hotel several times I have requested some sort of proof via transaction number or ID number and was told to wait an hour and a half that they were going to email it to me that time came and went and I did receive an email from them however it contained absolutely nothing in the email literally it was a blank email. At some point on Christmas Eve I called around 4:30 in the morning where *** who is some sort of supervisor for the Hard Rock Tampa hotel answered the phone and condescendingly thanked me for calling on Christmas Eve as if I was inconveniencing him. Besides being given the runaround about the email talking to terrible *** on the phone I was also given the answer that right now my money is just in space whatever that's supposed to mean. I have spoken to my bank several times they have assured me that the Hard Rock has not released my funds and so therefore the maximum date that I have to wait until my money is back on my card is January 2nd because that's as late as they have to charge me. Somewhere along the line customer service has been more than unsatisfactory in regards to this. Nobody has taken the time or effort to even help point me in the right direction or get me some resolution.

  Business Response

  Date: 12/28/2022

  Guest was contacted and given the correct information.  Guest was compensated with $100 in Unity Points for her next visit.

  Guest is very happy now!  Case closed.

   

   

• Initial Complaint

  Date:12/22/2022

  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 became a player's club member at Hard Rock Tampa over 12 years ago after my grandmother showed me all the rewards, meal credits, free play, etc. that she would regularly receive, & referred me to join. Going to the Hard Rock together became our bi-weekly/monthly tradition, and I also began going to play on my own whenever feasible. I've continued playing there somewhat frequently on & off over the years, and the past few years I've played there quite often (several times each month). I've turned many friends on to them as well who have also become regulars.Every player's club member I've spoken to has told me they regularly receive all sorts of rewards, including free play bonuses up to multiple times per week, dining coupons, concert tickets, complimentary hotel stay & other various things, in addition to comp dollars that are redeemable at their ************ court.For some reason, other than the $50 new member free play bonus I received when I initially signed up & a $5 free play bonus I received less than a month ago, I've never received any rewards whatsoever, except for about enough comp dollars to buy a slice of pizza from the food court 1 out of every 3 times I go there.I've tried changing up the games I play there from table games to slots to see if that would help, and I also enrolled in their online wild card rewards, but still nothing. Ever. It kinda feels like I'm being shunned by them, but I can't understand why. I've tried calling to ask about this several times, but no one has been able to help.

  Business Response

  Date: 12/22/2022

  I contacted the guest via telephone and they didn't answer.  I left a voicemail and will wait for them to return my call.

  The guest is asking for Rewards that he hasn't earned.  He doesn't play to the level to receive the benefits that he's referring to.  I will explain that to him when I get a chance to speak with him directly.

  Thank you

  Customer Answer

  Date: 12/22/2022

   
  
  
  Complaint: 18603912
  I've received 5 Form W-2G Gambling Winnings this year as a result of how much I've wagered on their high-limit slot machines, totaling $11,278. Therefore my "level of play" has been in the tens of thousands, which I'm sure is enough to not warrant such a condescending response..
  There wasn't enough room in my initial complaint to also mention that most of my play during this past year I'm sure hasn't been recorded, which is due to the members' card printing machines repeatedly refusing to re-print my player's card.
  Despite this not ever having happened to any other player that I've asked about it, more often than not when I arrive to the casino & need a new player's card, which is just about every time I go since I usually will stop to play on my way home from work, the card machine will refuse to print my card & say that I need to go wait in the massive line at the player's club desk in order to get a new card printed, which would take up pretty much all of the time I ever have available to play. 
  Even still, I've waited through the unnecessarily long line upwards of 5 times for them to "verify my information", but still the same thing continues to happen. This has made me feel alienated by them even further.
  I've done my best to follow the member rules and use my player's card accordingly during play, but I've routinely been prevented from doing so.

  Business Response

  Date: 12/30/2022

  The guest has not been playing with their card and they want rewards for play that has not been recorded.  ***************** Manager will be reaching out to the guest today.

• Initial Complaint

  Date:12/21/2022

  Type:Billing 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 booked a hotel stay at the hard rock hotel. I was trying to make it there on the 19th. I spoke with someone on site on the 18th because I told them I might not be able to make it on the 19th but would be in very early on the 20th. I got an email for the cancelation of my reservation and never received a call or anything. I called the hotel line and spoke with a rep at 530 in the morning and she advised they will do a one time courtesy reimbursement of my unity dollars. They removed 100 unity dollars from my account. Then called in afternoon to see why it was not on my account again. Spoke to ******* and she had to have ******* research it. They found that the person informed me wrong that I spoke to in the morning that she sent to finance but she told me she had her manager approve the credit back of the 100 dollars. I spend a lot of money there and an icon player. This is not how they treat a person that spends tons of money there. They need to have training on how to handle guest properly

  Business Response

  Date: 12/21/2022

  Hello--

  We left a voicemail for the guest explaining that we've reinstated the $100 in Unity Points to their account.  Guest was asked to give us a return call if they had any questions.

   

   

  Customer Answer

  Date: 12/21/2022

   
  B

  Hi *********;

   

  I tried to call you at ********** but it does not ring at all. And thank you for fixing the issue

   

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/14/2022

  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.

  Between 3 days I spent ****** on the table. Won and gave back. Had *********************** was told to charge to room it would be taken care of. Well next day it took me 8 hours to get the "taken care of" taken care of. So for ***** I got 100 free playand a comp room which I get anyways. Appalling....I asked for show tickets instead and were only allowed certain ones and told others were too expensive. I have never felt or been treated like this anywhere else. As if I didn't spend enough. 1 show literally. Plus I put in an 8 hr day trying to clear up what was promised. Distasteful in every way. Players **** and managers state they deal with slots so why bother playing the table. They are rude and nasty. Considering not going back

  Customer Answer

  Date: 11/21/2022

   
  This is the second time since nobody has reached out to me during the first but yet again. I'm a high roller and yet again because of the glitches in THEIR new unity system I am not getting my rewards on time. By the time I get them they are always fullu committed. My unity stays up on my computer all day. Players **** don't help hosts say they can't help...really so this is the stuff I earned for the thousands and thousands I play and everyone passes the buck *** can't help. I would like someone to handle his NOW. Or every high roller I know won't be backed there. This is not how this should happen at all.so I can't get into tournament on Monday cause it was filled when I just got it. Absolutely not equal opportunity call me at ********** asap please and thank i

  Business Response

  Date: 12/07/2022

  We will respond directly back to the guest with our findings. Tx.