ComplaintsforBorgata Hotel Casino & Spa

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Sir ** short, I was recently banned from the Borgata Casino for signing a jackpot that was played by my friend with my money and my players reward card with myself present but this was just the excuse used to remove me. Prior to removal I was accused by an employee, with no evidence, of multiple unrelated violations of Borgatas Player Development rules in which they retracted. This specific employee targeted me by harassing me for 6 months, threatening me of removal of earned benefits, taking photos in the casino with personal intentions, violating my personal rights by discriminating and verbal abuse of my sexual orientation and exposing my financial information verbally (doxing) to others publicly in the casino. Borgata also extorted more than $3000 earned comp dollars, $800 slot dollars and holiday gift points accumulated, after I accumulated over $2.3 million tier points in their establishment. I have lost over $300,000 by gambling at Borgata and then they banned me from all MGM properties with a minor infraction they are responsible for maintaining. They also cancelled a trip in which they arranged and would cover airfare but I have already booked a non refundable ticket for and cannot cancel. Thank you for your help!*******************************

  Business response

  10/18/2023

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

  By your own admission, you engaged in improper activity. Permitting another individual to engage in gaming activity using your players card is a clear violation of MGM Rewards Program rules. Additionally, you admitted to repeatedly pulling your card, an action taken in order to deceptively alter your ratings (and thereby,potentially the program benefits to which you would have been entitled). These activities are not only a violation of MGM Rewards program rules, but may constitute a violation of various laws, including federal and state laws regarding income tax liability.  Further, the actions described in the complaint appear to implicate various gaming regulations.  Borgata is fully committed to complying with all applicable laws as well as all regulations issued by the ********** ******** of ****** Enforcement.

  Regards,

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

  Sr. Customer Aasurance Specialist

  **************************************************************** and Spa.

  Customer response

  10/26/2023

  
  Complaint: 20716206
  
  I am rejecting this response because: it is a hypocritical take of what occurred. I understand these actions described in the complaint may be what was stated on reports to justify banning me from 31 MGM hotel properties and casinos globally. Id like to answer the questions, instead of bogus accusations, which were then contorted and used against me by a staff member who has harassed and discriminated against me until I was removed and  banned. Twisting my words to make me look bad was an effective defense mechanism utilized by this Borgata staff members to project ideas hidden deep within their heart or psyches onto me, which releases the emotional pressure from unresolved emotional wounds left to fester and grow. If wounded people are looking for demons, they will find them everywhere they look, until they awake to the idea that they might have some negative repression that is happening inside, and are willing to not only look at it but do the work of dealing with these issues to resolve them. Borgata will not likely be open to my suggestion of this fact considering the way they have responded in this communication. 
  
  First, there was no permission or admission, verbally or written, to any one to use my players card, present or not, and if so was used without my knowledge as this action has happened to 100% of your customers who may have forgotten their players card in a slot machine and another player unknowingly inserted his/ her voucher and started playing. Also, at one point or another, spouses, partners and friends have played on one anothers players card while enjoying their favorite games in the Borgata and shall you ban all 100% of their customers they shall have none so they dont. 
  
  Second, my players card was solely used to accumulate 2.6 million tier credits in 8 months this year alone. My entitled benefits were earned with my own earned taxed income and my invested time on the casino floor. If, pulling my players card from an active slot game altered my ratings then perhaps it altered Borgatas financial records as well, an action, The ********** ******** of ****** Enforcement and the ************************ may want to be aware of for the Borgatas information return filings. If they have evidence of these Federal or State crimes I have violated they should provide this to the authoritative enforcement agency responsible of acting. Furthermore, I have not received copies of any written or verbal statements discussed with Borgata staff, in-person or telephone, as far as my admission of pulling my card to alter my ratings so they should provide this evidence for my discovery. Presuming they have evidence of Federal or State crimes committed by Borgata and they furnish such evidence of wire tapping, be aware ********** makes it a crime to intercept or record an in-person or telephone conversation, in public or not, unless one party to the conversation consents. **** Stat. 2A:156A-3, -4.
  
  Thirdly, The Borgata is not responsible of enforcing vigilante sanctioning of its consumers in a public place of gathering as we have under Article II of the Constitution enforcement of the laws created by Congress, fifteen executive departments to be exact. The problem arises when their  employees initiate improper accusations and decisions over consumers who are not operating under a licensing agreement with Vici Properties, MGM Growth Properties or MGM ********************* and are not acting in violation and therefore are not subject to any code or any statutes unless they can show how they agreed to be bound by these codes with full disclosure. To have a policy and/or custom of banning consumers, revoking membership, removing benefits and embezzling earned offers because of a decision by security and staff to remove non-violent, law abiding citizens from a public establishment under the assumptions that there was a violation of its policies is not only ludicrous, but ******* and unacceptable.
  
  Lastly, a question for Borgata. If this eviction, ban or sanction stands after I have exhausted all options and legal avenues to rectify and authenticate accusations against me, what is the length of the retribution or a date in which I may appeal once again?
  
  Regards,
  
  *******************************

  Business response

  11/07/2023

  On the advice of our legal counsel, we will not be responding further to this complaint. 

  Customer response

  11/09/2023

  
  Complaint: 20716206
  
  I am rejecting this response because:
  

  Unfortunately, the actions by alleged employees of Discrimination, Misrepresentation, Harassment, Malpractice, Infringement, Bigotry, Doxxing, Extortion, Malicious Prosecution, Barratry, Personage, Deception, Conspiracy, to name a few are not becoming of those wishing to uphold Consumer Rights and Consumer Protection Law for the communities which they serve. In addition, multiple Human Rights Violations of discrimination and harassment, based on sexual orientation, **************** and Federal Laws protect against. Discrimination and harassment based on sexual orientation applies to places of public accommodation, open to the public, including businesses.
  
  The lore constructed, fancied, fabricated and fraudulently manufactured for the purpose of defaming or discrediting is wrong in itself, but then to add to that criminal behavior consisting of multiple aggravated felonies is unfathomable and something needs to be done about it, and if you refuse to take action, you will be implicated and included by your inaction.

  Make note that I will be sending evidence of these crimes to The ************************* The ********** Casino ******************* The ********** ******** of ****** Enforcement, The American ****** Association, The ********** Office of the Attorney General and ***************** ************************ to open an official investigation into these matters, along with your response (if any) to this communication. In addition, The ********** ******** on Civil Rights, The ********************************************* Lesbian, Gay, Bisexual, Trans and ******************************************** Human Rights Campaign and finally International Lesbian, Gay, Bisexual, ************ Q**** ******** Youth and ********************* will also be made aware of the substandard conduct of employees and the treatment I received at the Borgata and MGM Hotels and Casinos. 
  
  Regards,
  
  *******************************

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have a app that is with holding my winnings because they said I have to be verified but they let me ****** with out knowing anything

  Business response

  10/04/2023

  Hello,

  I am sorry to learn you are experiencing an issue with online gaming. Plese reach out to them directly, as we do not handle any online gaming issues at the property level. We do not have access to any online accounts. For Borgata **, please call ************ from noon until 8pm for assistance.

  Best regards

  *****

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

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

  Customer response

  10/04/2023

  
  Complaint: 20663805
  
  I am rejecting this response because: That is apart of your business that is stealing an allowing people to ****** without checking an documents to verify until it is time to payout! Obviously they are not handling the situation because it has been a month of reaching out to every where an yet still being played games with. 
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  09/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I understand while I was at your property on Monday September 11th that their was a Cyber attack of some sought. What I didn't understand is why they didn't let you know before you played slots that you had to stand around and wait to be hand paid for any amount. This I understand is an odd circumstance but MGM should of been more informative of the situation. I wouldn't of wasted my time travelling from ** to Borgata had I known it would be a stressful time and not a fun getaway like I was use too.

  Business response

  10/04/2023

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

  Please accept our apologies for the inconvenience you were caused during your visit. At the time of your visit, we did not have a full understanding of the issues our guests would be facing. This issue has affected all MGM Properties, if a decision to provide compensation to our gusts is made, you will be notified. We apologize again for the inconvenience you were caused.

  Best regards

  *****

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

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

  Customer response

  10/04/2023

  
  Complaint: 20606373
  
  I am rejecting this response because: This issue has been on going for weeks now and I think that MGM should do the right thing by there guest. I haven't been back to MGM because as a customer we are not getting real answers other then it being worked on. Beside that our data has been compromised and we have no idea to what extent and what effect it will have on me personally. Your answers a blanket answer and not directly taking responsibility for each complaint as they are received. I hope MGM will figure out fare compensation or I am sure that the class actions that are already starting will get us the customer some justice for the lack of security and incompetence of handling out data in trusted with your corporation. At least I give you credit for not paying off Cyber criminals as ******* did. That is mind blowing that they put greed in front of sub-coming to criminals.
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  07/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hit the bad beat jackpot at BorgataPoker on June 12, 2023 the. The high hand was hit also the high hand winner was paid $250.00 the rest of the table split $100,000.00 after they reviewed the tapes of the hand to assure that there was no collusion I received $5,000.00 cash and a check for. $35,000.00 which I deposited the next day Borgata stopped payment on the check I believe illegally since the rules said after the poker supervisor paid out the money theres no recourse please help me get my money Ive written and called dozens of times cant get a answer from the gaming enforcement thanks

  Business response

  07/11/2023

  Hello ******************,

  I am sorry for your disappointment in that the hand was deemed invalid and the check you received was stopped. Per the ** of Table Games, the ******** of ****** Enforcment agreed with the decision and stopping payment on the check. The issue is considered closed, and no further action will be taken. 

  Best regards,

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

  Executive Office

• Initial Complaint

  05/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/21/23 I am disputing charge of $83.15 from the Borgata ********** as I only went since it was the only dining option opened at the time and the worst experience and horrible hospitality and customer service Ive seen. when I approached a manager upon existing to address my issue she was rude not helpful non compliant and I had no choice to leave and walk away instead of wasting another 30 minutes arguing my case. My mother and I literally paid just to sit and did not eat or get to have a decent meal the silverware firstly was dirty i wasted 20 minutes just to get a new set of silverware as service was very slow I should have left after seeing the dirty forks given to ** and the food was disgusting not fresh, cold and tasted very bad like left overs or re-served food displayed that looked 3 days old. I spit out the chicken that was dry hard and there was a hair mixed in my food. the buffet is kept in unsanitary conditions people coughing sneezing all over in front of the food as I walked away as left immediately. I told the waitress host food is very bad worse than hospital food she took the plates full of food away from ** and said sorry and didnt call over a manager or anything she only appeared once to bring ** a flat tasting soda that I didnt drink and take away plates we didnt touch and that was it. I wasted time just sitting and getting a staff members attention and no one cared to help we left right away and my mothers mouth developed blisters after touching the contaminated silverware. I had the front desk call the buffet to see if they can help to get a manger on the phone to resolve my dispute and issue my credit but no one answered the phone. I request a full refund and will never return to the borgata or any of its restaurants for this reason.

  Business response

  05/22/2023

   Hello Ms. ******* ,

  Thank you for providing me the additional information via direct email. The refund has been processed and will reflect in your account within **** business days.

  Best regards,

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

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

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

  Business response

  05/22/2023

   Hello Ms. ******* ,

  Thank you for providing me the additional information via direct email. The refund has been processed and will reflect in your account within **** business days.

  Best regards,

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

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

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

  Customer response

  05/22/2023

  [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

  04/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  this casino stinks. they have waiter and waitresses in which have rude attitude and dont serve properly. The food staff is lozy. There customer service is lozy! im going to *** because i feel discriminated against!

  Business response

  04/17/2023

  Dear Mr. ************,

  I am sorry for your disappointment in your visits to Borgata. If you chose to pursue legal action, please have your legal representatives contact ours.

  Best regards, 

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

  Borgata Hotel Casino and Spa

• Initial Complaint

  03/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was causally playing baccarat on the bortagata online casino running, 25 and 50 hands. Then i noticed my chips selection was glitching alot so I took a break and came back ***** mintues after. I set my chip to the 50 and play the hand on *********** side and then once the bet closes i see my account balance is at 0 , therefore the 500 chip was selected but it was not selected by me. Once i noticed this i run to support chat and they tell me there is nothing for them to do with this. This is horrible from the company because they are litearly stealing from there customers i would like a refund into my bortaga account for this to be resolved.

  Business response

  03/20/2023

  Good morning,

  I am sorry you experienced an issue while gaming online. I have forwarded your experience to our ********************** as we do not handle any online gaming issues at the property level. They will reach out to you directly.

  Best regards,

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

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

  **************************************************************** and Spa. 

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Earlier this year, I received a **2 from Borgata casino for online gambling winnings in November 2022. I received this statement in spite of the fact that I do not ******, either on or off line, and have no prior history with this business. I have attempted to contact them about this issue but have yet to receive a response. Up to now, the only communication has been with a customer service girl that assured me that the issue would be investigated. This company has an ethical and a fiduciary responsibility, even a moral obligation, to correct this error and to provide me with an explanation as to how they came by my personal information. According to the **2, they paid out a substantial sum to someone (surely not me!) and a rationally minded perspn would think that Borgata would have strict verification protocols in place. Apparently they do not, and it is a wonder to me how anyone would trust this business to protect their personal information.

  Business response

  03/13/2023

  Dear ******************, 

  I am sorry for the issue you have experienced with a W2 from online gaming. I assure you I have forwarded this issue to our *********************** as we do not handle any online gaming issues at the property level. Someone will be in contact with you shortly.

  Best Regards,

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

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

  **************************************************************** and Spa. 

  Customer response

  03/14/2023

  
  Complaint: 19582645
  
  I am rejecting this response because:
  
  This is actually a non-answer that solves nothing. It is merely a generic acknowledgment that something might have occurred but it needs to be referred to a different department. Companies, such as Borgata, are quite adept at this tactic which does nothing to address the issue or solve the problem. 
  
  Regards,
  
  ***********************

  Business response

  03/15/2023

  I apologize ******************, we do not handle anything online gamig on property, nor do we have any access to your Online Gaming play or account. I assure you your issue has been escalated and that team will be in touch with you.

   

  Best Regards,

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

  Customer response

  03/15/2023

  
  Complaint: 19582645
  
  I am rejecting this response because:
  
  I called about this exact same issue over one month ago and was assured at that time that the issue would be escalated and the team would be in contact with me. I was not assured then and, with the continued silence on the part of Borgata, my assurance dwindles ever more. Moreover, let it be known, that I had never heard of Borgata or had anything to do with this company online or off, so there is no account to access. There is, however, a record of winnings in my name and a fraudulent W-2, surely a casino must have a fraud department (not to mention accpunting, the department that handles payouts and the issuance of tax forms) and this matter can and should have been reviewed and resolved in an expeditious manner rather than the foot dragging agony I have had to endure. Up to now, the responses from this business have been empty and meaningless, like offering stale bread to one who is starving.  
  
  Regards,
  
  ***********************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm again coming here due to borgata online it's been 3 months no help same message waiting on operations team I'm waiting on ****** I sent in everything bank statements cards my driver's license I've called multiple times this is how u guys treat your customers when u win Now I'm going to go to the news and show them exactly how u are I've saved every email Livechat phone call maybe the news can get u to give me my money it's sad I've been with u guys for years but it's ok I've reached out to the media lets see what happens now

  Business response

  03/08/2023

  Hello ************,

  I am very sorry to learn that your issue has not yet been resolved. I assure you I have forwarded this issue to the Online Gaming Team to have it escalated and resolved, as we do not handle any online gaming issues at the property level. They will reach out to yu directly.
  

  Best Regards, 

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

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

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

  Customer response

  03/08/2023

  
  Complaint: 19550555
  
  I am rejecting this response because:
  
  That's all I have been hearing they never reach out ots been months it frustrating how I treat your customers but I as I said will take this to the media
  
  Regards,
  
  *********************

  Business response

  03/08/2023

  Hello ***********,

  I was advised they are looking into the discrepancies in your account and will be in touch with you soon.

  Best regards,

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

  Borgata Hotel Casino and Spa

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I received a W2G from Marina District Development Company LLC - also known as ******* , its fraudulent. It's for online gaming winnings. I live in ****, I do not ****** in person or online. I've reached out to the phone number on the w2g and they've referred me to ************ but that is a central location and I've spoken to numerous people there and they take my information and tell me someone will get back to me and no one ever does. I need an amended w2g because at this point, i can't file my taxes. I've already filed a police report here where i live for identity theft. I've also emailed information to them at ****************************************** and also to ******************************* neither have responded to me and its been about 2 weeks. Is there anything you can help me with regarding this situation?

  Business response

  02/27/2023

  Hello *****,

  I am sorry to learn of the online gaming issue you are experiencing. I have forwarded your issue to our ************************ Team who will look into the issue and get back to you as soon as possible.

   

  Thank you,

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

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

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

  Customer response

  03/01/2023

  
  Complaint: 19491657
  
  I am rejecting this response because:  I don't feel that any action has been taken.  I've sent numerous emails with information asking that this be investigated and that amended w2g's be sent to me.  So far, I don't see that any action has been taken.  I've gotten confirmations of the emails but they are computer generated and don't tell me anything.
  
  
  
  Regards,
  
  ***********************

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