ComplaintsforRivers Casino
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Last year I had an interview for the company (at a walk-in application day) to be a revenue auditor and was told I would be contacted if the company was going to move forward with my application. This year, nearly 6 months later, I applied again at the walk-in interview for a totally different position having to do with recruitment & stayed at the office for 2-hours. When I was told maybe someone from the hiring team would be interviewing me, I had to leave because my part-time job was starting so the management said theyd get in touch. When no call came in, I went back to apply for another position & that was an entry level job, and landed another interview. Just a week ago the department lead interviews me & said they would train for the position, then that he said he wanted someone who studied HR, next contradicted himself and said he wanted to hire a seasoned person for the job; when the position stated entry level. That hiring manager also said theyd been looking for candidates for over 3-months & not in a hurry to fill it. Im in my Masters program with over 10 years of project management & consulting experience. So this week on Wednesday I headed back to the office for walk-in interviews when the same recruiter seated me in an employee office and said that I was not welcome to interview for anymore jobs and that I might as well not run the department around in circles. I asked why and he simply said that he gave my resume to 4-different managers and they denied my resume so I might as well not bother to come in again! Not only was that recruiter yelling at me in the office harshly to not come back, he also stated that the person who interviewed me for the HR job was the head of the office. Interesting ethics this company has. I asked for the HR directors bosses info and the recruiter refused to give it to me, and said to email him if I wanted to contact VP of the company. Well I found the VPs info online and emailed her just today about the experience.Business response
05/10/2023
Rivers management has reviewed complainant's claims and has looked into this matter. Based upon our findings, Rivers stands on its decision not to pursue further career opportunities with complainant at this time. In short, complainant attended several walk-in interview sessions that Rivers hosted over the course of several weeks, expressing interest in a myriad of positions ranging from Marketing Manager, Revenue Auditor, Credit Executive and HR Hiring Manager. Based on appropriate factors, including, but not limited to, interview presentation, background and experience, the complainant was not selected for the positions desired. Rivers considers this matter closed.Initial Complaint
04/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have made numerous deposits with this business. SugarHouse Casino app to be specific. I do not have the total at the moment but it does exceed 100 dollars. There has been no hiccups or anything for some time. Less than a year of sporadic gambling. To no avail. However I deposited a few times one day and happened to have enough to warrant a withdrawal. $1198. The timeframe for the transaction went past the deadline so I made an inquiry. This is where they immediately put a restriction on my account. I could not do anything to withdrawal the money. Or deposit anything for that matter. They told me that I should have a ***** talking to with one of my associates that happens to also play at one of there casinos. As you can imagine it could be anyone, I dont know who they would even begin to consider being an associate of mine. Days and days went by of attempts to resolve this problem. They started to leak information every so slowly. First it was 100 debt. I argued to no avail. I then offered to pay this bogus debt to which which they agreed . The offer was denied and that is when they said it had to do with a chargeback. No further information. They said they couldnt disclose any information about it. After a few more support chats and phone calls. I was given a name twice. Well I reached out to said party and told them the dilemma I was facing. They contacted the support team to which multiple options were given to remedy the problem. Each time an attempt was made, a refusal and change of rules came about. Money was deposited and subsequently refunded. Taking the maximum amount of time to complete. Every solution they gave was ultimately denied and the rules changed. I have not seen any money and now they refuse to help at all. I am at a loss and now Im stuck with a loss of money. For a alleged chargeback that happened on someone elses account entirely using a friends card. Now I had zero knowledge of any of that , yet still face the consequences.Business response
05/10/2023
This complaint appears to be directed at a different entity: Sugarhouse Casino. Sugarhouse Casino is a separate entity located in ************, ************ under separate ownership. It is not Midwest Gaming & Entertainment, LLC, d/b/a Rivers Casino *********** ("Rivers ***********"). Rivers *********** therefore requests that this matter be closed. Thank you.
***********************
General Counsel
Initial Complaint
04/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On April 7 I was charged $350 for a smoking fee in the hotel. I did not smoke in my hotel room. I contacted the hotel and they stated that an alarm had gone off indicating the use of tobacco in the room while I was asleep.Business response
04/19/2023
It appears this complaint was lodged against the wrong entity, as Midwest Gaming & Entertainment, d/b/a Rivers Casino *********** (which is located at *********************************************************************), has never owned, managed or otherwise operated a hotel. We therefore ask that this complaint be dismissed in its entirety.Initial Complaint
03/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I deposited money on bet mgm almost a year ago for them to lock my account so I sent the documents per their request and they have yet to release my money or unblock me so I cn cash it outCustomer response
03/29/2023
OnlineBusiness response
04/10/2023
This response is on behalf of Midwest Gaming & Entertainment, LLC, d/b/a Rivers Casino ("Rivers Casino"). The Complaint references and issue with "Bet MGM." BET MGM is not affiliated in any way, shape or form with Rivers Casino. Therefore, this complaint appears to have been incorrectly forwarded to Rivers Casino. Please re-direct and close out accordingly.
***********************
Initial Complaint
06/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been to this casino 2 times, the first I finished playing roulette as I did the second time. First experience I went up a little bit and then when it was time to cash out I felt I shorted a bit of money. All things considered I let it slide I figured I must have counted incorrectly. Moving to this most recent experience I was aware that they could possibly not pay me what I had won so I counted 3 times and made sure I was right, I was owed $217, they paid me $177. When I asked why they withheld $40 from me and the other players agreed they asked me to leave (both the dealer and floor manger.) all things considered I am not concerned over $40, it is the principal that they would stole my money, when I asked the cashier to help they told me to talk to the floor manager and there was nothing that could be done as they told me to leave and counted $177 from a portion of the chips I had given them.Business response
06/29/2022
Rivers Casino appreciates every single customer that steps foot in our doors; and it is our hope and aim that each customer has an enjoyable experience at **********************. We have attempted to investigate the customer's allegations based upon the limited information that was provided in the Complaint. Unfortunately, Rivers does not have any record of this customer's visit with our establishment and therefore does not have sufficient information to respond substantively to this complaint. As the customer did not provide any dates or names of Rivers Team Members with whom he purportedly interacted, Rivers is unable to investigate this matter further. To the extent the customer would like to provide additional information concerning the alleged occurrences, we would be more than happy to further investigate same.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
6 total complaints in the last 3 years.
0 complaints closed in the last 12 months.