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:04/27/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 was a gold card member at WinStar Casino they put me to primer card that just doesn’t make since after someone spents all this money I think you have earn it to stay Gold so I don’t get that much offers so that is my excuse for going now it’s just hard because I don’t have any offers to go visit

• Initial Complaint

  Date:10/31/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Apparently ******** is this venue's ticketing partner. Which makes me wonder why they then don't notify the customer that they won't allow the resale of tickets when attending an event at WinStar. The only WinStar policy I read that was made available prior to purchase DID NOT mention that this venue does not allow resales. If ******** is their exclusive partner then this isn't a new thing for either company. What a back-channel greedy handshake between the two. I still would like to know where the customer before purchase is notified that WinStar doesn't allow ticket resales. That it's a "venue decision." A true money grab. Appears to be a nice little fraud game and advantageous opportunity for WinStar and ******** to ensure they get paid.

• Initial Complaint

  Date:10/25/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  My friend made reservations for 3 people. In the reservation we wanted a row-away bedfor the third person. My friend was told that it was ok, and the reservation was booked. When we got there that refused to provide a roll-away bid saying that it was a fire hazard, We asked for a second room and that refused to provide one. What they provided was a few blankets and pillows and was told to sleep on the floor. really? Yes, really. I had to sleep on the floor. The Casino didn’t apologize and when brought up before management we were ignored. The next day we cancelled the remaining days a left. We will not return to the Win Star Consino.

• Initial Complaint

  Date:08/06/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Winstar casino states that all offers to player club members are solely based upon the amount of money spent, the amount of the bet, I've spent alot of money and I have 0 offers yet my wife who's a bit conservative doesn't spend much at the resort has all kinds of offers available,

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Well i came into the winstar casino back. in 2021 for the first time and *********************** and *********************** stole my wife and i players card we both witness that we had one but they had so many of are players card in there white jeep vehicle. I told my wife about it. She said its fraud. *********************** is knowon to steal. From my wife and myself. so many players card's where in the vehicle.keep i told my wife she said take these cards and put them in the trash cut them up and put them in the trash.we did not give permimission to *********************** and *********************** to used are cards without are concent.

• Initial Complaint

  Date:05/06/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  My friend and I checked into our hotel room around 3:00 p.m on 5/2/24. We cleaned the pillows, linens, and restroom appliances and areas with antibacterial wipes for cleanliness purposes. After settling in, we walked to a customer service kiosk/desk help her create an account and retrieve a membership card as this was her first trip to the Winstar Casino. We, then, walked to the buffet to eat dinner sometime after 5:00 p.m. After concluding dinner, we walked the casino floor to explore the area and eventually returned to the room around 7:00 p.m.Upon entering the restroom, I realized something was crawling on the restroom sink. Unfortunately, to my discovery, it was a *****. My friend and I both collected our belongings, and we both decided to check-out completely out despite the front desk representative (and manager) offering us a new room. Everyone was extremely accommodating; however, we politely declined the offer. It was our opinion that the rooms possibly needed fumigating, and we did not feel comfortable with staying the night with a chance of encountering another unwanted insect. I've always enjoyed my visits at the Winstar Casino prior to this regardless if the stay was overnight or not. I hope they improve their cleanliness efforts as I would like to return again for another stay, and hopefully it could change the perception of my friend's first impression as well.

• Initial Complaint

  Date:12/16/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We are requesting your office to investigate the bait and switch tactics that WinStar Casino is involved with their concert promotion and tickets sales. We are asking for your assistance in recovering a full ticket refund and fees associated with our compliant.On Saturday, December 2, 2023, we purchased two premium tickets to ****** and Lynyrd Skynyrd for their December 28, 2023 concert at WinStar Casino and Resort for a total of $344.50.00. See the attached tickets and venue promotion of the concert. We learned after the purchase that ****** was not performing, which I contacted WinStar Casino asking for a full refund. They directed us to Seat Geek, their ticketing sales partner. After explaining the situation with Seat Geek representatives, we were denied a refund. Our request was reasonable as a consumer and we ask your office to assist us in the recovery of our ticket purchase and to provide correction action to WinStar and its ticketing partner, Seat Geek.Please contact me on next steps for a fair and equitable refund.

• Initial Complaint

  Date:09/07/2023

  Type:Billing 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.

  I visited winstar and rented a room there from the 31st to the 5th. My credit card was charged four times. This caused me to not only overdraft on some of my other bills. It was a total of over 4k I was charged for a **** charge.I was comped one day for this and talked to the *************************.I now see some of my auto deducted bills were not paid because of this. This has been by far a terrible experience. Please look into this and assist me further. Even the employee I originally talked to wash shocked I was only getting comped one day for getting charged four times on my credit card.*******************

  Customer Answer

  Date: 09/11/2023

  They left me a voice-mail saying they are returning my full amount and I'd like to close the compliant. 

   

  Thanks *******************

   

• Initial Complaint

  Date:05/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 called on April 11, 2023 to book my complimentary stay. Very excited to book it for the month of May for me and my fianc it wouldve been his very first experience staying at the Winstar. Hes from a different State and was more excited than I were. Unfortunately a week before our stay he came down with COVID and had to miss a week plus from work and we had to Quarantine including my children. I called to cancel but theres no records I did, I was told maybe the front desk canceled but no records. I got an email today stating to tell Winstar about my stay at Winstar. We never got to experience the Stay, so I called and was told it was redeemed and I wasnt about to redeem it again. I said how, when we didnt get to make it for our stay due to COVID then I was told its not on record. Like where did the mixup or mistake occur. Thats troubled to know my complimentary stay went down the hill on Winstar fault. Very upsetting. So I asked how can I get further help with this and the guy told me I can file a complaint on the Winstar website where multiple managers can *******. Instead I said Ill file it with BBB, I wouldnt want anyone else to go through the same as I did. Now what I do from here wait another year or months to get another complimentary stay that I never got to use. Its crazy! Winstar do better!!!

• Initial Complaint

  Date:01/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 booked a stay for 01/6 & 01/7 of this year. After checking in, I was provided a room in the south tower. I performed my normal cleaning routine, (spray the beds, carpet, chair with bed bug spray, wipe everything down with Lysol - remote, light switches, counters, desk, etc.) We placed our bags next to the *** Left the room to grab a bite and ******. We returned to the room around 2 am. The hotel should have the exact time because I called the front desk demanding another room due to a ***** on the bed. A person came and collected the ***** and stated she was filing an incident report and someone will call me within 24 to 48 hours (that didn't happen). Then I was brought new door keys for a room in the casino towers, the hotel person who stated she filed an incident report assisted us into a different room. Before even entering the room there was a very loud commotion going on next door. We entered the room, it was even louder. I asked her how is someone supposed to sleep in here? It was after 3 in the morning. She called the front desk and they even heard it over the phone. Now off to a 3rd room also in the casino tower. This room was in close proximity to the elevator, Needless to say even with the fan on it was a sleepless night due to the elevator constant clicking. I followed up 3 times about the incident report. Each time I had to explain what occurred. No incident report was ever filed. On my last and final call on 1/16/2023. I was transferred to *********************** (Assisted Director House Keeping) when I requested someone in Operations. He apologized. I should have asked him what the apology was for because in his next breath he insinuated that I must have brought the ***** in because the hotel doesn't have roaches and offered me a comp room. Who would want to stay there? As an Elite Member I receive comp stays in the mail almost weekly. The worst hotel experience of my life. I'm very disappointed in Winstar World Casino Hotels. I expected & deserved more.