ComplaintsforResorts World Casino New York City

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Resorts World casino are indulging in unfair practices of unlawful bans of the casino i was wrongfully banned for the 3rd time from this establishment i would like this investigated as i have lost thousands upon thousands of dollars to be discriminated against and treated very unfairly by the staff there i go there and ****** and mind my business and stay away from trouble but they are constantly picking on me and singling me out for no reason im being targeted for the dislike of a few employees which is very unfair i was just given a lifetime ban on 6/25/2024 for absolutely no reason a minor misunderstanding that could have been handled differently but they choose to ban me i would like this investigated i feel that im being discriminated against 100percent can someone please help me and look into this matter ASAP!! I just want this ban rescinded and all those responsible reprimanded

  The date of this incident is 03/25/2024 not 06/25 i would also like proof of these allegations and why did it take 2 to 3 hours to approach me regarding these allegations and where's the card im accused of card dipping 

  Customer response

  03/26/2024

  The date of this incident is 03/25/2024 not 06/25 i would also like proof of these allegations and why did it take 2 to 3 hours to approach me regarding these allegations and where's the card im accused of card dipping 

  Business response

  03/29/2024

  *********************** Was banned due to the misuse of the rewards card and using a card that was not in her name.  She has been warned several times, continued the same action and consistent with our policy, she was excluded.  In addition, we understand that she has petition the ****************** who regulates us, and they upheld her ban.  Thank you,

  Customer response

  03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Hi they all telling a bunch of lies i was charged with card dipping only not misuse of a card they are changing the story around to accommodate their discrimination against me i was never warned about this nor did my previous bans involve this so this is 100percent untrue i had my sisters card which she left in 5thave club the day before not a stranger card in which she gave me permission to retrieve her $20 free play you can contact her *************************** *** ********** ask them whats their definition of card dipping i have the paperwork I also have numerous videos of ongoing illegal activities in this casino that they overlook but have time to focus on me and make up stories i want a full investigation and the wrongful ban rescinded or i will seek legal help

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last week, my friend won a jackpot on a Poker table and got more than $5,500 winnings on the table. The machine printed the voucher. Because my friend was not a ** citizen, here as a student and just trying out the casino, she does not have any SSN or TIN. When she tried to cash out the voucher, she got withholding tax on Form W-2G (Federal Tax) 30%. We have been doing some independent research about this, and we found information form the **** website saying: "Payments of gambling winnings to a nonresident alien individual or a foreign entity aren't subject to reporting or withholding on Form W-2G" This is the source: ********************************************************. We have tried to talk about this to the (we assumed) the manager yesterday (we did not get the name). They said that we need to contact NY Lottery, but ** Lottery refused to give advice and refer ** to a tax consultant. Please help settle this issue, especially whether the withholding on Form of W-2G is applicable to nonresident alien (meaning that the **** website is not correct). Thank you.

  Business response

  03/16/2023

  BBB: ANSWER TO COMPLAINT
  
  Dear:***********************
  
  RE: Service Issue
  
  
  Please allow me to address your complaint that was submitted to the Better Business Bureau.Per your statement, Last week, my friend won a jackpot on a poker table and got more than $5,500 winnings on the table. The machine printed the voucher.Because my friend was not a ** citizen, here as a student and just trying out the casino, she does not have any SSN or TIN. When she tried to cash out the voucher, she got withholding tax on Form W-2G (Federal Tax) 30%. We have been doing some independent research about this, and we found information form the **** website saying: "Payments of gambling winnings to a nonresident alien individual or a foreign entity aren't subject to reporting or withholding on Form W-2G".
  
  Please note that the rules are not false and what the cashier and the Floor Manager explained to you on the day of the issue is correct. The voucher states that the ticket may be subject to taxes to include public assistance, child support and *** tax liability
  
  On the *** website there is a clause on the same exact paragraph that you are referring to for foreign persons, the clause states Payments of gambling winnings to a nonresident alien individual or a foreign entity aren't subject to reporting or withholding on Form W-2G. Generally, gambling winnings paid to a foreign person are subject to 30% withholding under sections 1441(a) and 1442(a) and are reportable on Form ****, Annual Withholding Tax Return for **** Source Income of Foreign Persons, and Form ****-S, Foreign Person's **** Source Income Subject to Withholding. Winnings of a nonresident alien from blackjack, baccarat, craps,roulette, big-6 wheel, or a live dog or horse race in ***************** from legal ****** initiated outside ***************** in a parimutuel pool aren't subject to withholding or reporting. See Pub. 515, Withholding of Tax on Nonresident Aliens and Foreign Entities
  of the cage.
  
  Our staff at Resorts World Casino ******** are just following the protocols and rules that apply to each and everyone in the casino. Should you have any questions or concerns please dont hesitate to contact us again.
  Tell us why here...

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My boyfriend and I was at the casino on 01/19/23 and he won $710 at the moneylink machine. The machine automatically printed the voucher and I grabbed it in the heights of the excitement I had for him. We immediately went to cashier line. I handed over the voucher and they asked for my information. I told them I didnt win the ticket, my boyfriend did and he should be the one to provide his information. The man at the cashier was very rude with his response telling me that since I handed it, I have to be the one to give my information and if I dont Ill forfeit the voucher. I told him well where do it say this rule at because I dont see it no where posted. He said thats the rule. I said well give us back to voucher so my boyfriend can play some more and he refused. He called the manager. The manager was very condescending with his responses as well. He basically told me the same thing. I said its unfair because yall just making up house rules and I dont see no bulletins nothing posted up about this. He said it say it on back of ticket but I read a blank one he handed me and nowhere does it say it. I told them to view the surveillance seeing that my boyfriend won and the ticket wasnt even signed for. So I ended up giving my information and IRS took the money. My boyfriend lost out on his win because of this false rule that they have. Even if it isnt, there should be visible signs saying this. I didnt sign no terms of agreement coming into the casino so I dont understand what was the issue. The money wasnt mine and they forced me to give my info. Never had I ever heard this rule nor see it posted anywhere in the casino. The staff was very unprofessional, and I felt they could of atleast view the footage of him winning instead of blatantly assuming it was mine. I want to look into legal action regarding this manner.

  Business response

  02/07/2023

  BBB: ANSWER TO COMPLAINT
  
  Dear: *******************
  
  RE: Voucher/ Service Issue
  
  
  Please allow me to address your complaint. As per your statement, you stated that on 01/09/23 your boyfriend won $710 at the money link machine. The voucher was printed, you grabbed it and proceeded to the cage where you handed it over to one of our cashiers. Furthermore; they asked for your information, and you refused saying that the voucher belonged to your boyfriend, and not to you. So, you ended up giving your information to not forfeit the voucher. Basically, you lost your winning since you had a debt with the IRS.
  
  Please also note that the rules are not false and what the cashier and the floor manager explained to you on the day of the issue is correct. If you are the patron presenting the voucher, you need to provide the information to encash the voucher.The back of the voucher states that the ticket is a bearer instrument; and that means, whoever is in possession of the voucher at the time the ticket is presented is considered to be the responsible party for that voucher. The voucher also states that the ticket may be subject to taxes that include public assistance, child support and *** tax liability.
  
  Please also note that the information printed on the back of the ticket is also posted on the signage located outside of the cage. If the person who is presenting the voucher does not want to provide the information to cash the ticket, the ticket would then be flagged with the name of the presenter,and they would have up to 1 year from the date that the voucher was printed to return and provide the information necessary to encash the voucher.
  
  Furthermore;to answer your question regarding surveillance, the only time that surveillance is to be contacted is to verify a winner, for jackpots totaling of $10,000 or more. The reason for this rule is because a jackpot amounting to $10,000, requires additional verification. The cage will then contact the surveillance and provide them with the information as well. When the guest comes to the cage, at that point the surveillance is called to verify the winner before we proceed with cashing out the jackpot voucher.
  
  Our staff at Resorts World Casino ******** were just following protocols and rules that apply to each and everyone in the casino. Should you have any questions or concerns,please dont hesitate to contact us again.
  

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/12|22, i went to Resort World Casino to claim winning BingoX20 tickets I had won after I was told by NY State gaming commission to go there. There were two of the tickets altogether, one ticket I checked at a lottery scratch Off machine at *************************** and the machine said the ticket was previously paid, I never received any money from that retailer or any other retailer as the ticket is a claimed ticket worth $1000.00 dollars. The second ticket worth $2000.00 was never checked as I was concerned that it would also say 'previously paid". I therefore took both tickets to the casino and even completed claimed forms and tax withholding form. At the Resort cashier window, the clerk scans one ticket and told me it had already been paid and handed the ticket back to me and a little slip paper showing the ticket number and the retail location where it was paid out, again, I never received any money for the ticket. Then the Resort clerk scanned the second ticket and and tried to give me $20.00 for it saying that is the amount won. These Bingo tickets winning numbers were both in the second top quadrant and the instruction there tells you what the multiplier X is. I did not take the $20.00 because of this fact and my belief that I was being defraudes/scammed. A manager was called who attempted to do the math but simply said 'sorry, you can't leave your cash behind" whatever that meant, I don't know I just wanted my money. Now, the confirmation slip of this particular transaction, did not have information about the winning ticket it merely provided that I was receiving $20.00 and some other number that did not match the numbers on the ticket. The manager, who said his name is *******, did not want to give me back the ticket even though I was refusing the money.likewise the clerk who first attended me. Anyway, another clerk that was there told Manager ******* to make copies of the ticket for me, which he did. I had also taken photos of the tickets.

  Business response

  09/21/2022

  Good afternoon,
  
  I remember this patron & I remember this instance fairly well. This patron claimed 2 BingoX20 tickets, the 1st one she cashed out with my cashier ******* and she was paid out for. I remember her being paid for that one because it was the only ticket ******* claimed since her shift began. I dont remember the exact amount but it was no more than $200.00. The 2nd ticket was only for $20.00 I explained this to the patron, she refused her $20.00 & reiterated to me that it was for $2000.00. I then read the game & learned how it was played & could give a reason as to why she only won $20.00. She was upset about the ticket being only $20.00 so she asked for the original ticket back. I explained to her that I could not do that & so I made her a photocopy of her claimed ticket & gave it to her. I then told her if she leaves her $20.00 here itll be abandoned. I left her $20.00 in our cage in case she returned & wanted to claim it, At the end of *******s shift the $20.00 was abandoned because the patron did not return.
  
  Also, even if she hadnt played/scratched the ticket, the barcode is scanned to pull up the winning amount. According to the Prize Claim system, the winnings on this ticket were only $20.

   

  Please feel free to reach out with any concerns.
  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I got 8 quick hits in March I was supposed to get about 6 thousand I only got 3 My wife has a video

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 24th I was in RW Casino gambling and submitted a voucher into a machine, after a few minutes on that machine I moved on to several machines in the same row. At the last machine when I printed my voucher instead of over $400.00 it printed out for 40 cents. After spending time with the Slots Supervisor who said what happened was a known scam and she traced my voucher through the four machines , she said they know who had my voucher and she engaged security . Security came over and took my name and address and stated they will fill out a report. The issue is a few things, This is very unprofessional, if there was report filed why am I not given a copy If they tracked this person how do I know officially they will attempt to get my money back Most importantly this is a theft and should be reported to authorities as such, why was this not reported Lastly I asked to write to someone or contact someone in management at the casino and. I was not provided with someone to file an official complaint with , all security did was take my name I would like to understand why and how to ensure this is reported to authorities as a theft and be provided with email or phone numbers with this company who would care about my complaint

  Business response

  08/12/2022

  Dear: *******************************
  
  RE: Stolen Voucher
  
  Please allow me to address your complaint.  Per our phone discussion on Tuesday, August 9th,2022 @ 4:30 pm, I have clearly explained that when a player already has credits in his or her game and hit a winning combination, the machine will distribute a voucher.  The machine will print out the voucher when  the guest hits the Cash Out Button. To get the credits earned, the Cash Out Button must be hit twice.   
  Please also note that it is the patrons sole responsibility to make sure that the voucher is printed out completely. We are not responsible for any voucher accidentally or intentionally left in the machine.  I further explained to you that we are currently working with the individual who stole your voucher and have explicitly directed that person to return the voucher back to you.  Regarding your request for a copy of the security report, the document is for internal use only. Last but not least, whether or not you should file a formal police report that is entirely up to you.    We will provide you with a status update when we hear back from the individual regarding your voucher. We thank you for patience.    

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I started using new app called Resort World Bet created by Resort World Casino since the end of February. My first experience on the betting app was Red and Black and it's hard to see and I am new to sport game. The app keeps kicking me out for no reason in the middle of the game while I am looking at my phone. When I signed back in using my password and it didn't recognized even using my finger print. I contacted customer service and they said it shouldn't be happening. If it happens again comacted customer service. This constant log out made me lost my money on the game. That was first instant. Second instant, that I lost my money on the tennis game because the game was suspended without notification. I contacted customer service to se if I can without my money. The customer told me that you will get your money back after 24 hours to 48 hours if the game didn't continue. I ended up cashed out because I couldn't wait. As early March, all the games that I bet on was easy and winning until mid March. Resort World Casino decides to make it harder for me to win. First they purposely project the potential winning team or winning player by given a minus designation, such as ****, **** or -500.As soon as I bet big on it. It decided to switch to the opposite player or team to be winner. Their tactic was to under report scores on the screen or delay reporting score so that you won't notice that your bet is losing or misrepresenting the winning team by infating the number or under report it. When I contact customer service. They said that it might be due to the internet connection. I took the screenshots of the app showing one of the basketball game where you can see at fourth quarter 5;01 mins remaining between ************************* and 76ers. There are two screen shots showing fifteenth scores on the screen. The app was designed to fish people to bet on something that they have no chance of winning by misleading people with the wrong scores and info.

  Business response

  04/15/2022

  Tell us why here...After reviewing the details regarding this complaint, it was determined that **************** was trying to cancel a live bet in action, and per our terms and conditions was correctly not paid out on his wager. This was explained to him by our customer service agent via the app prior to the Better Business Bureau complaint. In reference to the remaining complaints by *************** at no time did he try to engage with customer service in regards to any other specific issues. Lastly, our Mobile **************** Manager, spoke with **************** last week as he is a VIP client, and **************** expressed that he felt we allegedly were working with professional sports teams against him so he would lose his bets, which we assured him was not the case. It is our determination at this time that ****************** complaints are unfounded and we will not be refunding any ****** at this time.

  Customer response

  04/24/2022

  I rejected the response from the Resort World Bet because it hasn't resolved my issue and obviously they denied all their wrong doing. I spoke to the gentleman who called me on April 6 and asked me about the feedback and my experience with the Resort World Bet app. I stated to him that the app is so Red and the font is Black and small. It's hard to see the score. The app is slow and doesn't project the correct score and also mentioned that when I bet the team who is supposed to win and ended up losing. I asked whether or not the app know that I bet big it switched the winning team to the opposite team. He denied that and told me that he wil report my suggestion back to developing team. Since then it was not resolved. My main complaint is the score on the app are projected not accurately and sometimes the app freeze in the middle of the game. One can look at the game and it freezes and it doesn't update the score. I have to logout out and log back in in order to keep up with the latest score. Most of the time the app purposely log you out and asked you to signed back in in the middle of the game. This particular situation slowing down your response to the game. This happens a lot starting Mar 15. In addition the score of tennis or basketball as well as soccer games are not accurately projected in the app. As you can see a sample of attched snapshots. Sometimes they added point to the team then retract it back. Sometimes the app purposely slow down the score update because it freezes on purpose then all sudden it speeds up and adds all the scores at once. This caused myself to cash out or lost most of the game since March 15 because of the confusion that the Resort World Bet app creates. Someone must have done it because the app doesn't update the scores itself. Someone has to enter the score manually on the app and they did all this to create confusion to customers. Resort World Bet needs to refund the lost bet that It creates since March 15. It was not like that before March 15 until they did something to the app. I am sure they will deny all the claims that I made. It's your job to investigate not just reading both people statements. I feel that customers needs to be aware that my complaint is genuine and these companies like Resort World Bet is taking away many customers money from their faulty and scheeming app.

  Customer response

  06/07/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Resorts World Casino New York City regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/26/29 my wife and I each attempted to withdraw $600 each from our bank through an ATM MACHINE Located at resorts world Catskills. $600 was posted to my account and my wife's account but no money was dispersed from the atm machine. I spoke to the manager that evening he said the money would be back into our accounts within 20 minutes. That never happened. The following morning another manager told me it would be *** on the 27th. On December 29th I called the *** of resorts world and left the message. The cashier manager called me back on the 29th and assured me the money would be back in our accounts on the 29th at the end of business. Today is December 30th and the money is still not back in our accounts. The casino told me twice there would be a reverse deposit made into our accounts and it hasn't happened. It cannot be OK for a casino to withdraw $1,200 from from customers accounts and hold it for 4 / 5 days. The part that seems very upsetting to me is that the manager told me this type of thing happens at least 6 times A-day in their casino. That cannot be acceptable. I HOPE *** CAN CONTACT ME TO DISCUSS THIS ISSUE. THANKS. *******. ************

  Business response

  02/04/2022

                 On 12/26/2021 around 4:10 pm ********************************* and his wife **** ***** each tried to do a $600 *** withdrawal from one of our ***s machines (*********. The transactions were approved, but the *** timed out and did not dispense the cash on both attempts.
  
  On the morning of 12/27/2021, ***************** brought this to the attention of Shift Manager *********************, she immediately submitted a refund request to Everi at 11:32 am. At 6:18 pm *************************** from Everi accepted and started processing the case.
  On 12/29/2021 I received a complaint that ****************** started with ***************************. I called him and apologized for the inconvenience that this is causing him. I also explained to him that the refund process can up to 14 business days before the money is back in his account. He wasnt happy, so I gave him my direct number and my email so he can follow up with me directly. Later that day I followed up with ******** and asked to please expedite this refund because of the upcoming holiday, and she did.
  
  The refund was issued on 12/29 and it settled with *********** bank on 12/30, right before the holiday.
  
  
  Since Jan 3, 2022, ****************** followed up with me about 3 times per week because he still has not received his refund. I verified with him that all the information was correct, he agreed, but I reminded him it can take up to 14 business days. On 1/21/2022 well past 14 business days, I emailed the lead team at Everi Dispute. I corresponded with ************************* (Letticias lead) with ****************** copied in the conversation via email. We both assured him that RWC and Everi have done everything we can to get him his money back. I advised him to speak to someone in management at his bank because he should have received the funds on 12/30/2021. I also sent him both settlements documents. That was the last time I spoke to him.
  

• Initial Complaint

  12/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 15, 2021, I began to experience Covid symptoms, respiratory difficulties, fatigue, coughing, and a fever of ****. I self quarantined in my living room until February 28, when I no longer displayed symptoms and I had a normal temperature of 98.7.On March 5, I went to Resorts World *** only to learn I went from approximately ******* ******* points to zero. Immediately, I informed the ******* Reward supervisor ***** located on the second floor. After a brief investigation, he informed me my ******* at points automatically expired on March 2, due to 120 days of inactivity. He then made a phone call and directed me to to the 1st floor ******* Rewards desk. I encountered ****** * who was rude, condescending, and very sarcastic as she reiterated my points had in fact expired and there is no one else I could speak to in regard. As turned to walk away ****** * stated " have a nice day!" I informed her that her statement was not appreciated. ****** * never apologized as she could see I was visibly frustrated by the situation. She just looked at me as she announced a marketing promotion over the PA system. March 8, the following Monday, I returned to the ******* Reward Desk and spoke to *****. ***** was professional, cordial, and very empathetic, but also informed me there was nothing she could do.I surmise an executive decision was made not to honor expired ******* reward points under any circumstance.I encountered a woman of Italian descent who had a similar complaint. I'm interested in whether she had the same results as I.Afterward, I emailed *********************************, President of ******* *** in March, and *********************************, Director of Hotel Sales and Marketing in June through Linkedin upon learning that Sands Resort was honoring their valued customer's ********************** reward points until January of 22. I was very disappointed I did not receive a response from either gentleman's office. I surmise Resorts World doesn't value me as Sands would.

  Business response

  01/06/2022

   

   

  Hello **************,  Upon review of the expiration policy we have, we do see that after 120 days of no gaming activity, all guests have current points balances expired.    We apologize for any unpleasant conversations that you may have experienced with any team members in the past.   Please be aware that multiple persons referenced no longer work with us, and therefore we will not be able to improve their performance with training.  We are sorry to hear that you were ill in February 2021.  Upon looking at your specific account, we see no gaming activity from November 3, 2020 through March 2, 2021, which was the 120th day of no activity that triggered the points to expire.  Our point expiration policy has been communicated to all guests on our website for a number of years, and can be found online a* **************************************  .  We are not able to override our point expiration policy at the moment,however, one of our Managers has reached out today, 1/6/2022, via phone and email to offer a resolution for your previous experience.
  
  

*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. ↩