Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a promo special for a friend. I linked my bank used the app that one time and never used it again. Later on next month I was charged an over draft fee from my bank about a charge that I never made in the app. On November 15 they tried to take $50 and then another $50 out of my account. I was then charged an overdraft fee from my bank 2 separate amounts of $30 for each transaction. That my bank refused to reverse or give ****** I shouldnt have to pay $60 for Caesars negligence. Caesars never got the money but I would have never been charged if that didn't happen. I been keeping in touch with Escalation Specialist (******) they asked for the proof I submitted it they said itll take 24 hours to hear back from them and its been a week. ****** isnt answering the phone nor responding to my emails anymore. Not sure whats happening but this is a big problem. Thank you for your help and patience.

  Business response

  02/04/2025

  Hello, I have informed the customer at the time that the charges are in reference to retry fees and insufficient funds fees. She will need to speak with their financial institution regarding these fees, as they were not charged by ******** Sportsbook. 

• Initial Complaint

  12/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My Caesars account number is ***********. I had platinum elite status in their reward program with ******* reward credits. These reward credits expired in July/August despite my elite status without any notice to me before or after. My main concern is that there was no notification that my points were due to expire - it felt as if Caesars very short inactivity window (6 months!) and lack of communication are a purposeful way to prevent point accumulation/redemption. I ask that ******** rewards considers reinstating my points for which I'd happily continue to visit properties.

  Business response

  12/25/2024

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

  I have submitted a request on your behalf for a reinstatement. If the request is approved, you will see the credits added back to your account in the next 30 days. If you do not see the credits added back it means that the request was ********* the future, if you feel that you will not make it back to one of our properties within a 6-month period, we suggest using all of your credits before you leave or one of the following options:

  1. Earn Reward Credits by taking surveys through Say & Play: ******************************************************* (Reward Credits will post to your account 3-5 days after completing the survey).

  2. Visit the Caesars Casino game application on ******** at: ********************************************************************** and purchase $5 (at one time) or more coins for premium play to earn Reward Credits. Please make sure that you sign into your Caesars Rewards account, via the ******** application, to earn your Reward Credits (Reward Credits will post to your account 10 days after purchase).

  3. Apply and use our Caesars ************ and earn Reward Credits: ***************************************************************** (Reward Credits will post to your account 5 days after purchase).

  4. Redeem Reward Credits via the Caesars Rewards eCatalog (Reward Credit will post to your account within 45 days of purchase date) at **********************************************************.

  5. Enroll in Caesars Rewards Dining. (Reward Credits will post to accounts within 6-8 weeks). You just need to visit ******************************************************************* , click on the join now option and enter your email address and up to 12 credit/debit cards. Please let us know if we can assist you with anything further.

  Customer response

  12/26/2024

   
  Complaint: 22635912
  
  I am rejecting this response because:

  My complaint still stands. If my points are reactivated, then this issue is solved satisfactorily. If, for whatever reason, they decide to not reinstate my points then my original complaint remains active.
  
  Sincerely,
  
  *********** *******

  Customer response

  01/20/2025

  This answer was inadequate. Instead of reimbursing the expired points, they 'submitted a request for consideration which would be answered in 30 days'. It has now been 30 days and the points were not reimbursed. I would like to reactivate this complaint with the same initial argument.

  Business response

  02/13/2025

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

  Thank you for taking time to contact us and make us aware of your inquiry. Your account information was forwarded to our Caesars Rewards Team for consideration. I regret to inform you that we are unable to reinstate your Reward Credits. Many factors are taken into consideration when evaluating accounts, such as your recorded play, number of trips in the last 12 months, and comp usage.
  
  We understand that it is difficult for some members to visit one of our properties every six months; as such we encourage these members to use their credits during their stay, so that they do not run the risk of losing them. To continue building your Reward Credit balance:

  1. Earn Reward Credits by taking surveys through Say & Play: ******************************************************* *************** will post to your account 3-5 days after completing the survey).
  
  2. Visit the Caesars Casino game application on ******** at: **********************************************************************  and purchase $5 (at one time) or more coins for premium play to earn Reward Credits. Please make sure that you sign into your Caesars Rewards account, via the ******** application, to earn your Reward Credits *************** will post to your account 10 days after purchase).
  
  3. Apply and use our Caesars ************ and earn Reward Credits: *****************************************************************   *************** will post to your account 5 days after purchase).
  
  4. Enroll in Caesars Rewards Dining. *************** will post to accounts within 6-8 weeks). You just need to visit *******************************************************************, click on the join now option and enter your email address and up to 12 credit/debit cards.
  
  5. Earn Reward Credits via the Caesars Rewards eCatalog at ********************************************************** *************** post within 2 weeks). Please let us know if we can assist you with anything further. 

• Initial Complaint

  10/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was over charged. I booked a room at Caesar Palace through *******. ******* charged me the right amount and listed that I had to pay $45 resort fee at the hotel. By the time night before I got there, Caesars Palace sent me an email telling me that beside that $45 I have to pay another $100 for something else. It's now too late to cancel because I will not get any money back. I had no choice but to pay that hidden $100 fee. When I checked out, they automatically charged me $20 for parking even though I stay there as their customer and charged me another $45 for the usage of the mini bar which I never touch not even a bottle of ********'s false advertisement with hidden charges.

  Business response

  02/04/2025

  Hello ******,

  After reading your complaint, I feel the need to explain the $100 charge. That $100 charge is a security deposit. The security deposit is $100 per night and will be refunded to you at check out. We hope this answers your question and we hope to see you in the future.

   

  Regards,

  Hotel Management Team

• Initial Complaint

  10/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  During my stay, I encountered an issue with the fridge in my room. One of my guests mistakenly moved items from the fridge but returned them promptly. After addressing the situation with hotel management, I was assured that there would be no restocking fee $85.04 applied, as the fridge had not been used.However, despite this assurance, I was later charged an exorbitant restocking fee. I have tried to resolve this matter directly with the hotel, but my concerns have not been adequately addressed.I am seeking your assistance in resolving this issue and ensuring that Caesars Palace honors their initial commitment.Thank you for your attention to this matter.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I checked into the Caesar Palace in Vegas on 10/08/2024. At check in paid ******. This covered a 300 deposit and 169 was a resort fee. The room came with a min bar. I looked inside the mini bar because I wanted to see what was in it. I picked up the romance box and used the ** scan reader to see the price. Had I known picking it sent off a sensor and charged me for it. Nothing was taken out the fridge. I touched the coffee box because I couldnt believe I have to pay for coffee. 4 pods *****. I also had the parking charges so that what I expected to pay. So what I am trying to understand even though I paid that amount at the kiosk the front desk said it was nothing for them to do. I have been calling and calling. They state that they are having a huge amount of call so do an inquiry online. If I am to get my 300 for the deposit. The only charge I should have had was 7.00. This is unacceptable I stay at the Caesars Palace all the time and I have never dealt with a company that finds a way to make money off of you. I enjoyed my stay but the amount of money is just highway robbery.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Caesars Palace in Las Vegas chaged un-advertised fee for using room mini bar fridge to store personal items. This was not mentioned during online reservatipn, neither during check-in, there were no signns in the room or fridge itself.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They owe me $582.40 for betting in the casino. One person told me I would receive the money the next day. I never got it. Ive had to escalate so many times. Only for them to give me the run around. Then finally after like two weeks, I received a call from someone and she lies. Saying I waged the money when I didnt. I tried to send it to my bank account and it never got there. They are unhelpful scammers. You should see the reviews. Technically this app owes me for every time it kicked me out while I was winning. I just want my 582. Thats all Im asking for or this will go to court. Last week they decided to suspend my account so they can cover up their dirty deeds. Retaliation and spiteful.

  Business response

  10/15/2024

  The patron has been informed that she wagered the $584.40. We provided her a copy of her transaction history showing that she wagered the funds as well. 

  No funds are owed to the patron. 

  Customer response

  10/16/2024

   
  Complaint: 22378714
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

  Customer response

  10/23/2024

  They have been lying and theyre intentionally reaching out to me from a spam number. So, my phone wont pick up. Theyre scammers and will never take accountability for taking my money and their games freezing. Their games kicked me out multiple times over the weeks. They would never reach out on those either. After telling me they would. They give me the run around by saying theyll contact me before the day is over. They never do. I had to keep contacting them. Only for them to lie after giving me the run around for like a month. This isnt the first time theyve done this. Apparently they make a habit of doing this to people.

  Customer response

  10/23/2024

  They will continue to lie. All I want is my money. I earned it. They retaliated by removing my account.

  Customer response

  10/24/2024

  Complaint: 22378714
  
  I am rejecting this response because:

  They have been lying and theyre intentionally reaching out to me from a spam number. So, my phone wont pick up. Theyre scammers and will never take accountability for taking my money and their games freezing. Their games kicked me out multiple times over the weeks. They would never reach out on those either. After telling me they would. They give me the run around by saying theyll contact me before the day is over. They never do. I had to keep contacting them. Only for them to lie after giving me the run around for like a month. This isnt the first time theyve done this. Apparently they make a habit of doing this to people.

  
  

  They will continue to lie. All I want is my money. I earned it. They retaliated by removing my account.

  
  Sincerely,
  
  ******* *********

  Customer response

  11/28/2024

  They kept calling me from a spam number. Theyre scammers. I will be getting my lawyer involved now.

  Business response

  12/03/2024

  Hello,

  Thank you for contacting Caesars Entertainment and for sharing your comments. While we regret your disappointment, once a guest states that they are seeking legal counsel we are no longer able to assist them and must direct them to our *****************************************************************************************
  Senior Corporate Counsel
  One Caesars Palace Drive
  Las Vegas, NV 89109
  
  Kind regards,

  Customer response

  12/04/2024

   
  Complaint: 22378714
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Currently still at the Flamingo and extremely disappointed. - Go Pool closed for Renos. Family pool is like a hot tub, everyone we show to complained about the temperature. Zero way to cool off and there is an extreme heat warning today. (Sept 27th)- My husband and I both have mobility issues and require mobility scooters. I myself cannot walk more than approximately 100ft without consequences from my health issues. Last night ALL elevators to the monorail were broken. We had to travel to another hotel for the monorail and ended up missing our seating at the ** show at ************ which was how we were spending our 1 year anniversary. We got married in Vegas last year. - Shower is only half a door and water spills all over the floor. And I mean all over. We have to place 2 large towels down on the floor every time we shower and then call housekeeping for more towels. Cold water tap on sink doesnt work properly and is half coming off.

  Business response

  10/03/2024

  Hello *****,

  Thank you for contacting Caesars Entertainment and making us aware of your experience. In order to better assist you, we will need the name of the primary guest listed on the reservation. We look forward to further assisting you.

  Kind regards,

  ********

  Customer response

  10/04/2024

  It was my wife ****** ***** stayed in room ***** at flamingo!

  Customer response

  10/07/2024

   
  Complaint: 22352108
  
  

  Most Recent Message

  Date Sent: 10/4/2024 5:24:23 PM
  It was my wife ****** ***** stayed in room ***** at flamingo!
  
  Sincerely,
  
  ***** ******

  Business response

  10/09/2024

  Mr. ******
  
              Thank you for expressing your concern regarding your recent stay at ***********************************. I was disappointed to hear that your stay did not meet your expectations. and has issues with the water
  
              On behalf of the entire Flamingo Las Vegas, I would like to apologize for your negative experience, and I have provided a refund for 1 additional night of resort fee.

  I do apologize about the monorail, that is not owned by Caesars entertainment. That is owned by the Las Vegas Convention and visitors authority. i suggest you reach out to them. thank you
  
  Sincerely, Hotel Management 

  Customer response

  10/24/2024

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Its a classic bait and switch, services offered for a daily resort fee of over $50, number one reason we come to Vegas, the pool. Its shut down, theres a problem with the pool, very large crack so it emptied now for repairs. Completely understandable. No issues there, this is life. Issue is they send relentless emails up until the day we arrive, all about food and shows, nothing about pool issues. I would have switched hotels had they offered or said something. I want our roughly $52/day returned to us. We are extremely loyal customers and this isnt fair. Thank you for your time, ******* and ******

  Business response

  12/09/2024

  Hello, 

  I am responding to your BBB complaint regarding the pool. To let you know, we have six pools and researching this we never have had all pools down due to a crack. Secondly, as the pool is not open all year long, the resort fee does not encompass the pool. The resort fee covers internet for 2 devices, local phone call, gym access, and to facilitate all other things to run the resort. We will be unable to refund this at this time. Thank you for reaching out.

  Customer response

  12/24/2024

  They lied in their response to me, they did not respond in good faith, this company does not care and future guests should be made aware. 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I was attempting to get information about my Caesars Entmt Players Card My VOICE IS LOUD.A fat lady in a moo moo name Sofi called security on me. She pretended she was helping *********** arrived I told them I would talk "softer" ... I had a loud voice. I was not yelling nor saying any bad words. I HAD DONE ABSOULUTELY NOTHING BUT ASK QUESTIONS AND TOLD HER CAESARS WAS RIPPING ME OFF!!!! There were no other guests present or in the area.There was absolutely NO DANGER .... I was asking questions that she did not want to answer.She pointed to a phone number on my players card. She would not do a thing nor respond.I told security that instead of harassing me they should be kicking out the HOOKERS.This made security very upset for some reason. Security would not even tell me the reason he was there, A man in a yellow shirt.Then a shabbily dressed old man employee comes running at me and yelling at me. I had to ask him his name 5 times. He was yelling and screaming at me and I thought even he would go into **************.I am a normal nice man - 69 years old. THERE WAS NO REASON FOR THIS MAN WHO SAID HIS NAME WAS ****** ********* TO BE YELLING AND SCREAMING AT *********** told me to exit the casino. I told them I was staying there. No one ever came to my room to evict me. Caesars Entertainment on *********** request, I am sure it was ********* removed about 35 upcoming free night and all of my promotions and benefits and cancelled my account.They later sent me a trespass notice unsigned by any employee. THIS IS AND WAS A TOTAL SHAM. I have sent several emails and made several phone calls to Caesars and ***** will return my calls. I AM BUMPING MATTER UP TO CAESARS MANAGEMENT. Caesars is breaking several ******************** Rules and Regulations. If they are going to ban me I will have there entire operation shut down and they will be legally banned from operating in ***** nor any other state. THIS MATTER IS A TOTAL JOKE OF ALL JOKE AND A TOTAL WASTE OF MY TIME

*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. ↩