ComplaintsforBorgata Hotel Casino & Spa

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Initial Complaint
05/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I recieved an email back in February asking to provide documentation to verify my account which I provided I also informed borgata I would like to update my phone number on my account and provided the necessary documentation for that as well. I was told I would have a resoonce in 72 hrs and It is now may and I still do not have access to my account and when I have reached out dozens of times to get an update I am told there are no updates.
Business response
05/13/2024
Dear ************************,
I am sorry for the issue you are experiencing with Online Gaming. Please know that we do not handle any online gaming issues at the property level. I have forwarded your feedback with our ************************ Team who will contact you directly for a resolution.
Best regards,
***********************
Sr. ****************** Specialist
**************************************************************** and Spa

Customer response
05/16/2024

Complaint: 21700877

I am rejecting this response because:
I have been told from the borgata online customer service reps since February that it would initially take up to 72 hrs for my documents to be reviewed, my phone number to be updated and to be given back access to my account which still months later has yet to be done. I would like to please be given direct contact information for a supervisor or someone in the position to help me directly with this issue. Also, when I reach out to customer service informing them that I would like to speak to a supervisor in the security department and/or investigations department I am immediately stonewalled and told that members in that department do not speak to customers

Regards,

*******************************
Business response
05/28/2024
Hello,
I am very sorry they have not yet resolved this matter. We are unable to assist on the property level, as stated prior, but I have reached out to Online Gaming once again to escalate the resolution.
Best regards,
***********************
Sr. ****************** Specialist
**************************************************************** and Spa
Initial Complaint
03/31/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
As a prior complaint on this website stated, I too, have been asking, pleading, and demanding my W2-g's for the 2023 year that I need for my taxes and that Borgata has a legal responsibility to provide their customers with no later than January 31. Not only have they not provided the documents by that date, I've given them more than ample time for them to fix whatever issues they are having, and they not only have failed to correct the problem, they have also failed in communicating and updating me as to what is happening. I've reached out to Borgata Online Casino multiple times through chat, phone, and email advising that I keep getting an error when I try to download my W2-g's, and I've also sent them screenshots of the error and they acknowledge the problem, promise to fix it, have asked for a 2-10 day period of time to send my forms by email, and yet, a month later, I have yet to get my W2-g's. I am beyond disappointed and frustrated with Borgata as they have proven not to be trustworthy as I have no way of knowing what they have reported to the *** or not and if I do not get my W2-g's, this can cause inaccuracies in my tax filing that is completely out of my hands. If Borgata can't even provide their customers with what they are legally responsible to give (W2-g's), I'm pretty sure they are not going to stand up to the *** and defend me if the amount I report on my taxes doesn't match what Borgata reports or doesn't report. I have always filed my taxes on time and accurately and I keep waiting for Borgata to make this right, but we are now at the beginning of April and time is running out to file. For anyone that reads this, please don't play at Borgata, it saddens me to say this, but I've learned the hard way it's not worth it. Any and all help is appreciated.
Business response
04/11/2024
Hello Ms. *********,
I am sorry to learn of the difficulties you have experienced in receiving your W2G from our *********************** We do not have any access to your information on the property level. Plese, know I have escalated your matter to the management team of our *********************** who will reach out to you directly.
Best regards,
***********************
Sr. ****************** Specialist
**************************************************************** and Spa
Customer response
04/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 as they provided the documents requested upon you reaching out to them. Thank you BBB for all your help, I don't think it would have been resolved without your help.

Regards,

*****************************
Initial Complaint
03/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The link to my w2g form does not work. I obviously need it to file my taxes and time is ticking away. I have reached out numerous times to customer service who give me the same answers on trouble shooting. Obviously it is not working. I have never dealt with a customer service that can literally not help in anyway. I being told that the revelant team will get back to me in 2-10 days. Well it has been over 10 days and nothing. I have reached out again and was told another 2-10 days! I am filing a complaint with the ** gaming commission because this is unacceptable! I can not file my taxes without it and the fact that no one can help in any way whatsoever is ridiculous. I mean they cant even mail it to me. I will never use borgata online again the worst customer service and business
Business response
04/01/2024
Hello ******************,
I apologize for the difficulty you have experienced in receiving your W2G from our online gaming partners. Please know I have escalated this matter to the Management Team of our *********************** as we do not have any access to the information at the property level.
Best regards,
***********************
Sr. ****************** Specialist
**************************************************************** and Spa
Initial Complaint
02/20/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Since January 31, ****, I have reached out to the Borgata Online Casino multiple times to see if I am being issued a W2-g or not for 2023. When I click to download it, I get an error and I have sent them the screenshot of that error. I have emailed them, chatted with them, and also had a phone call with them; I believe contact has been made 20+ times. They have told me multiple times to delete the app and clear history; this does not work. They told me they would have a resolution within 72 hours; this has not happened. They have told me they would have it resolved within **** days; this has not happened. One person I spoke to told me there is a known technical issue and that they have given 3 dates for it to be resolved, but it is still not resolved, but no one else has told me this and there is no information about this on their app or website. I would like to file my taxes, but cannot get anyone to tell me straightforward if I am or am not getting a W2-g for 2023 and if so, when will I have it. I offered for them to email or mail it to me, if I am getting one, but that was never offered.Any help is appreciated. If I need to go somewhere else for assistance, let me know.Thank you,****
Business response
02/20/2024
Dear ****************,
I am sorry for the difficulties you have been experiencing with your W2G. We do not handle any online gaming issues at the property level. Please know I have shared your experience with our ********************************* Team who will be reaching out to you directly.
Best regards,
***********************
Sr. ****************** Specialist
**************************************************************** and Spa
Customer response
02/21/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*********************
Initial Complaint
02/15/2024
Complaint Type:
Billing Issues
Status:
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.
I have been using Borgata online Casino since they opened in **. I haven't had many pro games other than having to verify my identity about 3 times randomly when requesting a withdrawal which is annoying and feels shady when I have been verified before. However my issue is my account being locked on January 20th 2024 after depositing hundreds of dollars. I had made a few small withdrawals that day between 40 to 50 each time. However when I went to request a withdrawal for $129 my account was locked. After I requested the withdrawal and AFTER I just deposited another $25 to Play all my funds were locked and access blocked. I IMMEDIATELY sent all requested documents to borgata and I still have no resolution on my account access or when it will be resolved I have contacted them MANY times via live chat and email. Atleast 10 to 15 times in the past month and no one ever has any answers. Just keep telling me to be patient! This is ridiculous at this point. I Would.like access to my accounts and my funds or they should return all *********** made for the month of January which is much more than the balance on my account. It is unethical and shady to allow someone to deposit money over and over again and then block their withdrawal for a month now. No answers from Borgata and no one seems to care or to further investigate the issue. It is insulting to patrons as well as UNJUST AND UNETHICAL for a gaming site to be able to do this. Any other online platform In PA rectifies account holds In REASONABLE time frames. This is no longer reasonable at all! It is disgusting and shady on borgatas end. I WOULD LIKE ANSWERS AND A RESOLUTION ON MY ACCOUNT, THANK YOU
Business response
02/16/2024
Hello ************,
I am sorry to learn of the issue you are experiencing with Online Gaming. We do not handle any Online Gaming issues at the property level. I assure you I have escalated your issue to the Management Team of our ********************** for resolution. They will be reaching out to you directly.
Best regards,
***********************
Sr. ****************** Specialist
**************************************************************** and Spa
Customer response
02/24/2024

Complaint: 21298867

I am rejecting this response because: borgata online has reached out however I still have no update on my account status. They still have not released my funds. They asked me to upload the same document I have already uploaded 3 times over the past 5 weeks. Each time I was informed the document was correct and accepted, however I still do not have access to my account, my funds, or on the status of my account.

Regards,

***********************
Business response
02/26/2024
I am very sorry, however, they are the only ones who can help you with this situation. We do not have any access to anything online. Please call them directly at ************ from 12 noon until 8pm for further assistance.
Initial Complaint
02/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Jan 28th I received an email stating my refund should be back in my account in 3 days. I have emailed almost daily and chatted live with support to get this resolved. This has costed me hours of time. Everytime I chat with support I'm just told they have elevated to followup. I filed a complaint with their complaint **** 3 days ago and I haven't received an email back from them since the 28th. I'm told by support there is no number to call. Birgata calls it an OOS REFUND. OUT OF STATE REFUND. I feel I deserve more than just my refund with all the time I've had to put in on this. But I am sure I'll be lucky to get the refund it seems. I can't believe this business is run this poorly with all the money they deal with. Please help BBB.
Business response
02/12/2024
Hello **************,
I am very sorry to learn of the issue you are experiencing with receiving a refund from online gaming. We do not handle any online gaming issues at the property level. I assure you I have shared your experience with the Management Team of our ********************** who will be reaching out to you directly.
Best regards,
***********************
Sr. ****************** Specialist
**************************************************************** and Spa
Customer response
02/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.
So long as the online sector of the business does get in touch with me.
Regards,

*************************
Initial Complaint
01/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In early August on my online acct all my benefits and promotions were lost. I have called Borgata 6 times and actually been down there(they told me I need to come down to fix my rewards which was not true) but no one can fix this issue. I just want the promotions and rewards Im *********** restored. I also feel I should be compensated for the hours Ive spent on the phone and in person trying(to no avail) fix this issue.
Business response
01/16/2024
Hello ********************,
Thank you for speaking with me today. As discussed we are working on resolving the issue with your account.
Best regards,
***********************
Sr. ****************** Specialist
**************************************************************** and Spa
Initial Complaint
11/27/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My wife and I booked accommodations at the Borgata in *************, ********** for the first time. We checked in on Friday, November 24, 2023 and checked out on Sunday, November 26, 2023. During our stay we encounter a few issues that wasn't impressive. First, our bathroom shower wasn't clean. There was strands of hair all in the shower that my wife cleaned up before using it. Upon using the shower the body wash dispenser was completely empty. The water temperature in the shower was cool the entire time. We couldn't take a hot shower. We attempted to reached out to the front desk. But the operator wouldn't put the call through. She asked how could she assist us. Someone from housekeeping after awhile came to our room to replace the body wash dispenser. Secondly, each time we needed something the operator never put us through to the front desk. They wanted to take care of everything. Each time it literally took over an hour for them to bring the items we needed. Lastly, we went to have a cocktail at the Bet MGM and was told we had to pay $75 per person cover charge because there was a fight event. When asked who was fighting neither one of the hostess's knew. They had no details. At least have some knowledge of an event especially if you're charging a cover charge. The only good thing we enjoyed was good conversation with a few of the employees. For the money we paid per night to stay at the Borgata. we most certainly didn't get the level of service for what we paid. Upon checking out we did speak with the front desk about our issues and they apologize for the inconveniences. Also deducted $100 off our bill and said if we were to book in the future they'll put us in a upgraded room. I'll doubt very seriously if we'll be making accommodations at the Borgata in the future.
Business response
11/28/2023
Hello ************************,
Please check the email you provided, as we have sena response to your experience directly to you.
Thank you,
***********************
Guest Experience
Borgata Hotel Casino and Spa
Initial Complaint
11/08/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Was never told I couldn't play on the site unless I was in ************ so I just want my money they took off my chime card too go back on my card and I won't go too their site again but I don't think they should be able too verify me and take my money if I'm not allowed too play.on the site
Business response
11/08/2023
Dear Mr. ************** am sorry you were unaware you had to be in the ********************* in order to play online. While you do not have to live in **, you do have to be in the state when playing online. We do not handle any online gaming issues at the property level. Please call ************ noon until 8pm and an Online Gaming Team Member will be happy to assist you in getting your funds refunded.
Best regards,
***********************
Executive Office
Borgata Hotel Casino and Spa
Initial Complaint
10/10/2023
Complaint Type:
Service or Repair Issues
Status:
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.
They have promotions that doo not work. I have contacted them about this many of times and no reply. They tell you that you can play a certain game to get a bonus as long as you spend a certain amount on that game. Well it is hard to get that bonus when the game does not work
Business response
10/11/2023
Dear ************,
I apologize you are having an issue with our promotions and some machines that are out of order. Can you please provide us with more detail so that we can look into the issues. Feel free to contact us directly at ***********************************************
Best regards,
***********************
Borgata Hotel Casino and Spa

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