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Business Profile

Casino

The Downs at Albuquerque Racetrack & Casino

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Downs at Albuquerque Racetrack & Casino's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:11/25/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Over a week ago I won 700+ on slot machine. I took ticket to cashier's and was handed the cash by downs employee. I then went to another slot machine minutes later and tried to put an older 100$ bill in, but it wouldn't take it. Upon looking at it w an untrained eye, it looked kinda off. So I did what anybody would have done and went back to the cashier's and explained the situation. The staff there imiediently went on the defensive. LIKE I DID SOMETHING WRONG. The MOD, a female, took the bill and said I would not get a receipt or any proof I turned it in. Mind you the cage worker PASSED this bill to me. I didn't bring it in. Well here it's over a week later and they still won't give me my 100$ back. The other MOD about 4 days ago said I wouldn't get ANYTHING back because theyres no proof that cage worker passed it to me. ITS ON CAMERA!!! THEYRE WORKER PASSED ME A QUESTIONABLE 100$ AND IM OUT THAT MONEY? I just want my 100$ that I won fair and square. The night of the incident they did photo copy my driver's license. They're is a trail you can at least refer to. I don't remember exact dates or times but my location history was on from ****** so I could potentially find that info on my phone. Thank you BBB For taking the time to look into this ***** *****

      Business Response

      Date: 12/08/2022

      The incident described in Mr. ***** complaint involved the confiscation of a counterfeit one hundred dollar bill which he presented to a cage employee at the casino.   The circumstances surrounding the complaint were investigated and here are the facts. 

       

      At 01:06 am on Monday morning, November 14th,  Mr* ***** was at the casino cage to cash out a slot ticket.  His slot ticket payout was $485 and some change.   Payment was made in the form of four (4) one hundred dollar bills,  four (4) twenty dollar bills,  one (1) five dollar bill and the loose change.  Coverage of the payout at the cage confirms the denominations paid and that the four (4) one hundred dollar bills were in new condition.  

       

      Upon receiving payment, Mr* ***** then left the cage and proceeded to the main security podium at the casino entrance and appeared to be asking for information.  When Mr* ***** walked away from the security podium he is observed fiddling with his money.  Mr* ***** attempted to play another slot machine using an older one hundred dollar bill.  This fact is confirmed by his complaint.  The older one hundred dollar bill was not accepted by the slot machine.  At 01:36am, Mr* ***** returned to the cage with the older one hundred dollar possibly to exchange it for different currency.  It was at this point when the older one hundred dollar bill was deemed counterfeit and confiscated. 

       

      To avoid the circulation of counterfeit bills within the casino, currency is tested to be authentic when taken in by the cage and the specialized currency counting equipment used by the casino is designed to detect and isolate counterfeit bills during any count process. 

       

      Standard practice is that no receipt is given when a counterfeit bill is confiscated nor is the bill returned nor payment made to the guest for the counterfeit bill.  Counterfeit currency is turned into the U.S. Secret Service for processing. 

       

      I am sorry for any inconvenienced Mr* ***** may have experienced as a result of this matter.  My investigation has confirmed that a counterfeit one hundred dollar bill was presented to the cage employee by Mr* ***** and that the source of that counterfeit one hundred dollar bill was not the payout Mr* ***** received from the cage earlier that day.  As a result no restitution will be made at this time. 

       

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

      Customer Answer

      Date: 12/08/2022

      Complain** ********

      I am rejecting this response because: the man that made the response is lying about the amount it was $728 that I won or somewhere close to that the first ticket I turned in was $400 and something dollars I won twice so why don't you review the footage of them passing the $100 bills when there was seven of them that's when the fake one was passed to me by the cage I know what the cage did and this casino is trying to cover it up and I'm out $100 because of it. That's the truth I don't mess with fake hundred dollar bills and why would I turn it in? And go through all this with the Secret Service involved because I'm not guilty of passing a counterfeit bill they are


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

    The Downs at Albuquerque Racetrack & Casino is NOT a BBB Accredited Business.

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