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:04/12/2025

  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.

  To Whom It May Concern,I am submitting this formal complaint regarding a malfunction that occurred while playing a Borgata exclusive online casino game, Piggy Prizes Wand of Riches 2, on Monday, April 7th, ******* approximately 4:12 PM Eastern Time, with a login session duration of 00:21:02, I had triggered a bonus game feature. The bonus game feature is obtained by popping the pigs in the game. I had already secured a win on the first spin of this bonus round, and the winnings had not yet been added to my account balance. Before I could proceed with the remaining bonus spins, the game suddenly encountered a critical error: the spin wheel began spinning indefinitely, and the game abruptly crashed, redirecting me back to the home screen with a message stating, Waiting for server to respond.Following the crash, I was returned to the regular base game not the bonus round and I did not receive the winnings from the bonus spin that had already occurred, nor was I granted access to complete the remaining free spins. This is highly concerning and, in my view, unacceptable.I respectfully demand that my rightful winnings from that bonus spin be credited to my account, along with the remaining unplayed bonus spins that were lost due to the game malfunction.I request that a supervisor or technical specialist review this incident carefully, specifically investigating the game activity for my account at the time stated above. I am absolutely certain of what occurred and believe that this experience was both unfair and in violation of what players should expect from a licensed gaming platform.This incident is referenced under Ticket/Case #********. I appreciate your attention to this matter and expect a timely resolution.Sincerely,[**** **********][Borgata Username: bj_bjFady6432554][**********************]

  Business Response

  Date: 04/14/2025

  Dear ****,

  I am sorry to learn of the issue you experienced with online gaming. We do not handle any online gaming issues at the property level. I assure you I have forwarded this issue to our ************************ Team who will be reaching out to you directly.

  Best regards, 

  ***** ******

  Sr. ****************** Specialist

  **************************************************************** and Spa

  Customer Answer

  Date: 04/15/2025

  
  Complaint: 23197187
  
  I am rejecting this response because:
  
  Thank you for your response. However, I must respectfully reject it at this time.
  
  
  I have made multiple attempts to contact Borgata Online Casinos support team via email, and to date, I have not received any direct response or resolution. This ongoing lack of communication gives the impression that the matter is not being taken seriously, despite the fact that it involves missing winnings and bonus spins due to a confirmed game malfunction.
  
  
  While I understand that the physical property may not handle online gaming issues directly, Borgata Online Casino operates under your brand, and I believe it is reasonable to expect that you ensure accountability and proper escalation within your organization. Simply forwarding the issue without meaningful follow-up does not resolve my concern.
  
  
  I am requesting that this matter be escalated further to someone within the ************************ Team who will directly investigate and respond to me with a resolution. Until I receive that level of attention and action, I cannot consider this case resolved or closed.
  
  
  Regards,
  
  **** **********

  Business Response

  Date: 04/17/2025

  I am sorry you have not yet received a resolution. I have forwarded your issue to the Management Team again, asking them to get in touch with you as soon as possible.

  Thank you

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair 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.

  Yesterday 3/7/25 I called the customer service line to book a room. The agent whom I spoke to informed me that there were only handicap accessible rooms smoking/non smoking and stay well smoking/non smoking. Once given the options I chose the handicap non smoking room. Once I arrived I was headed to the front desk in which I was greeted by *******. I asked her while checking in was the room in the Water Tower or on the other side. She stated that the room was here in this building. She then proceeded to give the room key. I arrived on the designated floor and soon realized that the room number that was written on my keys was not on that side of the building. The phone that was available in the hallway I called the front desk and was told No, you need to go back down to the main floor and walk to the other side. What an inconvenience. I finally made it to the room in Borgata and was met with a SMOKING room. There was a specific reason of requesting a non smoking room. I had my six year old daughter with me whos asthmatic. I called the front desk again and told them the issue and was told someone could come to the room and spray to freshen the room. Another inconvenience. It only took them 4HRS to come up. Very disappointing

  Business Response

  Date: 03/11/2025

  Dear Coinja,

  I am sorry to learn of your experience during your visit. I will be responding to you directly through the email we have on file.

  Best regards,

  ***** ******

  Sr. Guest Experience Specialist

  Borgata Hotel Casino and Spa

  Customer Answer

  Date: 03/11/2025

  [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,
  
  Cionja West

• Initial Complaint

  Date:01/26/2025

  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.

  Unjust Ban and Neglect of a 12-Year Loyal Customer I have been a loyal customer of *********************************************** for over 12 years, spending more than $200,000 annually without any prior issues. Recently, I experienced extremely unfair treatment that has left me deeply disappointed and concerned.During a recent visit, I was involved in an incident where I found a voucher on the casino floor. Instead of being given an opportunity to explain the situation or receive a clear justification, I was abruptly banned without notice or due process. To add to my confusion and frustration, the decision to ban me from the premises was made four months after the incident. This significant delay raises serious concerns about the fairness and integrity of the casinos decision-making process.Adding to the insult, I was the victim of a crime on Borgatas premises, yet the casino failed to provide the protection and support that any guest should reasonably expect. Instead of addressing these serious concerns or allowing me an opportunity to explain the circumstances, Borgata banned me without justification or due process.What is most troubling is that I have made multiple attempts to contact Borgata to address this matter in good faith, but all my requests have been ignored. This lack of communication, coupled with the casinos failure to properly handle the situation, has caused me significant emotional distress and damage to my ************* a long-standing patron who has contributed significantly to their business, I expected to be treated with respect and fairness. Borgatas actions have not only betrayed my trust but also reflect poorly on how they value their most loyal customers.I am requesting that ***********************************************:Reassess their decision to ban me.Address the negligence regarding the crime committed against me on their property.Until these matters are resolved appropriately, I cannot recommend Borgata **************************** to others and will escalate my concerns as necessary.

  Business Response

  Date: 01/27/2025

  Dear Mr. ***** ****,

  We understand your frustration of being trespassed from Borgata. The only way to have a trespass rescinded is to write a letter directly to our Director of Security. He will then review the matter and advise you of his decision to remove the trespass or not, and why. You may mail your letter to Director of Security, Borgata Hotel Casino and Spa, 1 Borgata ****************************

  Thank you

  ***** ******

  Sr. ****************** Specialist

  **************************************************************** and Spa

  Customer Answer

  Date: 01/30/2025

  
  Complaint: 22859577
  
  I am rejecting this response because:

  Borgatas customer assurance team is unaware of my prior efforts, as they are now instructing me to send a letter to the Director of Securitysomething I already did in November 2024. I received a response from the Director of Security, but it was inconsistent and failed to properly address my concerns.
  The inconsistencies in their response include:

  
  A lack of transparency in how they handle disputes.

  
  A failure to provide a clear, fair, and consistent process for customers to address such matters.

  
  A response that contradicts Borgatas own principles regarding how they treat loyal customers.

  
  As a loyal ****************** customer and a member of their loyalty program, I expected to be treated fairly and given an opportunity to respond before being banned. Instead, I was abruptly trespassed without due process and have been given vague, conflicting answers when seeking clarification.
  My BBB complaint is not just about the ban itselfit is about Borgatas unfair business practices, breach of contract, and due process failures. Borgatas response fails to address these concerns. Instead of taking accountability, they have provided a generic answer that ignores the core issues.
  I request a direct and transparent response from Borgata, including:

  
  An explanation of why I was not given an opportunity to respond before the decision was made.

  
  How their decision aligns with Borgatas principles regarding fairness and loyalty to customers.

  
  Why the response from the Director of Security was inconsistent and vague.
  Simply referring me back to a process I have already followed does not resolve my complaint. I expect a real answer to these concerns.

  
  Regards,
  
  ***** Marte ****

  Business Response

  Date: 02/03/2025

  I am sorry for your disappointment; however, a handwritten letter is the only means of requesting the trespass be rescinded. The decision is solely up to the Chief of Security.  We cannot override a security decision.

• Initial Complaint

  Date:01/19/2025

  Type:Sales and Advertising 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.

  To Whom It May Concern, I am submitting this complaint regarding an unfulfilled promotional offer advertised by Borgata Online Casino. On January 18th, 2025 I signed up for an account with Borgata Online Casino after seeing an active advertisement on Instagram promoting “1,000 bonus spins when you deposit $10.” Which was the same day I signed up for the account. Relying on the advertisement, I signed up and deposited $10 as required. However, after completing the process, I was informed that the promotion had ended and would not be honored. The advertisement, which I have attached to this complaint as evidence, was still being displayed at the time I signed up, with no indication that the offer was expired. I contacted Borgata Online Casino to request that they honor the promotion, but my request was denied. I believe this constitutes false advertising under consumer protection laws, as the company failed to remove or update an expired promotional offer, misleading customers like myself. I am requesting your assistance in resolving this issue by having Borgata Online Casino honor the promotional offer they advertised. Thank you for your time and attention. I look forward to your assistance in resolving this matter. Sincerely, ******** **** ***********************

  Business Response

  Date: 01/20/2025

  Dear *** *****

  I apologize for the inconvenience you were caused by a promotional offer with online gaming. We do not handle any online gaming issues at the property level. Please know your issue has been forwarded to the Management Team of our Online Gaming Partners, who will be reaching out to you directly. 

  Best regards,

  Cathy M*****

  Sr. Customer Assurance Specialist

  Borgata Hotel Casino and Spa

   

   

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair 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.

  On January 7th 2025 I checked into the Borgata hotel. There was a $300.00 deposit incidental fee held on my card which is okay. The problem is why is the hotel still holding my money days after I checked out. Yes I contacted my bank they told me the hold can last up to 31 days. Is that even legal

  Business Response

  Date: 01/15/2025

  Dear Ms. ********************* hope you enjoyed your visit with us. Upon your departure we notified your bank that there was a charge of $83.26 for the resort and occupancy fees, and they can release the $300 hold.  We are not holding your funds. Each bank has a different time period that pending transactions can be held. A major credit card usually releases within 3-5 business days. Debit card transactions can take up to 31 days for them to release. I apologize for your inconvenience; however, we have already advised your bank to release the hold and cannot expedite the release from your bank.
  

  Best regards, 

  
  ***** ******
  Sr. ****************** Specialist
  **************************************************************** and Spa

  Customer Answer

  Date: 01/15/2025

  [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,
  
  Lashireyia Pointer

• Initial Complaint

  Date:01/08/2025

  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 money on 1/5/25. I have $6343.11 currently in my account and they will not disburse the funds. I provided proof that Im an authorized user on the card and they will not accept that as proof. I have a gambling problem and need them to give me the funds so I can ban myself from gambling. Ive told them all of this and submitted docs and they will not answer me. Please help me!

  Business Response

  Date: 01/09/2025

  Dear Mr. **************** am sorry to learn of the issue you are experiencing with your online gaming account. We do not have any access to online gaming at the property level. Please know I have forwarded this matter to our ********************** and have asked to reach out to you directly.

  Best regards,

  ***** ******

  Sr. ****************** Specialist

  **************************************************************** and Spa

• Initial Complaint

  Date:11/30/2024

  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.

  put 20 in a machine, credited to zero automatically. both supervisor and manager tried to assist but failed, was told to call costumer service which is unacceptable. need a 20$ refund immediately. thank you

  Business Response

  Date: 12/04/2024

  Dear Ms. ********************* reaching out to our Slot Team, they advised me that because you did not use an MGM Reward Card during your visit, there is no way for us to identify which slot machine you may have inserted your $20. Regrettably, because they are unable to identify the machine you said you put the money in, we are not able to do an audit and provide a refund. I apologize for any inconvenience. 

  Best regards, 

  ***** ******

  Sr. ****************** Specialist

  ***************************************** Casio and Spa

• Initial Complaint

  Date:10/30/2024

  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 reserved a room at ********************* for October 29 and 30th 2024. During my stay on the morning of Oct 30 an unknown male attempted to get in my room by forcely jiggling my door handle. There was never a knock at the door and when I asked why is he trying to get into my room and said, "Sorry, I'm come back later". He then ran to the elevator and disappeared. I then called the front desk and security who went around in circles and never took a report. I was made to feel like a liar and I was fearful being that I was a female by myself in the room. After telling the story multiple times I was then told I would be getting a trespass report and would not receive my money back for the night that I was not allowed to stay.

  Business Response

  Date: 10/30/2024

  Dear Ms. ********,

  I am sorry for your disappointment in your experience at Borgata. An investigation was completed based on your complaint. We found that one of our Guestroom Attendants did knock on your door, as you did not have a Do Not Disturb sign on, to see if you needed service. She did not try to gain entry to the room by trying the doorknob. Based on your actions, and language used towards our team members, you are trespassed from Borgata. After 1 year you are welcome to write a letter to our Chief of Security, who will then review the situation and let you know at that time if you would be welcome back on property. 

  Best regards, 

  ***** ******

  Sr. ****************** Specialist

  Borgata Hotel Casino and Spa

• Initial Complaint

  Date:09/17/2024

  Type:Sales and Advertising 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 was band from the casino a couple of years ago. I have wrote emails and called to find out the reason for being band from the casino to no avail. I called security to see if they had me band from the facility and they said no. So I booked a room which was fulfilled and when I got to Borgata security approached me and said I was band from the casino and that I had to leave. If that was the case why was I allowed to book a room. Cause they claim if you are band you are not allowed to book a room and I was allowed too. So I'm confused. I never received any notice regarding me being band prior to this incident. I spoke to **** the head of Security who demeanor was not professional. And he is the final person to decide if you get reinstated and that may be a problem if he is acting like that. It should be someone else to decide cause I should be able to get my due process and not being judged. I would like someone from Corporate to look into releasing my band because I feel like I am not being treated fairly. ( example: If a police officer give you a citation, I don't feel a police officer should be the one to say you guilty or not) I feel someone from outside in the legal team should also look into the people that are being band and the reason why they are being band. And should be given a time frame on how long you will be band. And I was given a lifetime band and only had one minor incident. I enjoy playing at the casino and spend a lot of money while playing. I value the casino rules and would respectfully like to be reinstated back to be able to play at Borgata Casino. Your consideration in this matter will be greatly appreciated. My name is *********** ******* date of birth ***************I also feel you should look into the people who are being band from the casino I hear a lot of complaints from people complaining about the same issues. I would like someone in Corporate to call me to discuss this matter in more detail.

  Business Response

  Date: 09/18/2024

  Hello Mr. ******************** viewing your account, I have found that you were trespassed from Borgata in October of 2022. Our policy is that after one year, you are able send in a written request to be reinstated. When the letter is received it will then be determined if you are welcome back on property. If you are found to be on property before the trespass is lifted, your request to be reinstated will be declined. Additionally, after looking at our reservation system, I have found you have not made any hotel reservations in your name at Borgata from January 2024 until today. Based on your conversation with our Director of Security, *****, you are not welcome back to Borgata at this time. You may send a written request to have the trespass removed, however, it will be at the deaccession of our Director of Security to grant your request.

  Best regards, 

   

   

• Initial Complaint

  Date:07/04/2024

  Type:Sales and Advertising 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 have played at Borgata for years in ** and Nj . Over a year ago I had my account hacked and ****** had all these charges with my old bank credit card . They were disputed and after months of fighting Borgata Pa reinstated my account . I have been playing thousands as of April . I have lost and withdrew various times . I started winning more then i was loosing and they blocked my account wont pay me my 1340 saying i owe mgm . I reached out numerous times to customer support and nothing . They approved all my withdrawals then the last one stopped . This is outrageous they have no problem taking my money . I just want what Im owed as its ridiculous to reinstate me and then not pay me after months of play

  Business Response

  Date: 07/15/2024

  Dear ****************,

  I am sorry to learn of the Online Gaming issue you are experiencing. We do not have any access to Online Gaming at the property level. Please know your issue has been escalated to our ********************** who will reach out to you directly to resolve this issue.

  Best regards, 

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

  Sr. ****************** Specialist

  **************************************************************** and Spa