ComplaintsforRosie's Gaming Emporium

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I waited almost 2 hours for someone to come so I could get my $12.00 ticket out. I ended up leaving as I had an engagement to get to. I walked to the customer service desk to be told they only had two people, they having a job fair, people called in ect. Not my problem. A good leader would have called to see if anyone wanted overtime, checked the rosies in New **** to see if they could even call people who may have been willing to help.I was at the Rosies on Midlothian. I saw one guy walking and asked if he could help and he said he only fixes the machines. It was ridiculous to sit that long and still not even get my ticket. $12.00 may not be a lot to some but it's a lot to me because it's mine. I tried calling the number while I was there to get a manager and it rang to ********. I told him I was trying to call ******** and he said when they don't answer, it rolls over to ********. Again ridiculous. So I left my ticket in the machine and would like my money back. No one should have to wait this long for help. They didnt have that many jackpots to pay out. Seriously

  Customer response

  11/22/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Rosie's Gaming Emporium regarding complaint ID ********.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August 25 , 2023, I visited Rosie's gaming Emporium, in which I'm a frequent visitor. To day I was playing the Fire Link game. The machine malfunctioned blinking and the screen went green with no game visible. Before this happened I had $ 197. 00 in money credit. I tapped the screen and constantly hit buttons trying to get a screen. After about 15 to 20 minutes a machine tech came over and reset the machine, and she said that it had to initialize. I asked her to wait but she refused. When the screen came back up where I could see a screen, my credit was approximately ***** cents. Then I summoned for help. A younger machine tech whom identified herself as a supervisor tells me that that all I can get. She looked at the previous transactions and said that she sees one transaction of money within that time of one hundred and something dollars +(her words) and tells me that the time was 6:27 , I then asked her the time, she said 6:45 I then said that you do know I've waited in all well over 15 minutes for help. She says she can only give me the $39. Of course I'm ****** at this point and asked for a higher title. She then leaves then another person came back with security and told them to ****** me out because the previous girl feelings were hurt accusing me of cursing her out which was a lie. Then they refused to give me ANY of my money. That's robbery. And I'm filing legal charges. Therefore, I want my money, along with punitive damages for the embarrassing and humiliation in front hundreds of other guest . And the fact that the workers just took my money out of anger at this point. Security went back and asked and they refused to pay me. I'd already lost $3k per usual, therefore, to ****** me out in the middle of me gambling because their machine malfunctioned is unjust and they pulled an illegal act. I was going to just wait and speak with upper management another day about the missing money, but to tell me they're not giving me anything without additional explanation is absurd. Next step I ALL need outlets and attorney unless they pay me my money along with punitive damages for the lies saying I cursed the girl out defaming my character, having me escorted by all those security guards making it impossible for me to have a chance to win my 3 k back I lost in total today, and stealing my money .

  Customer response

  09/25/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Rosie's Gaming Emporium regarding complaint ID ********.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  10/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ive Been a customer since they opened. I use my reward card actively. I was removed from the gift list over a year now. *** contacted ******* who is in charge of the rewards department several times to look into this matter. ******* always says she will get back to me in which she never has. The gifts are supposed to be based on how much your card is used this is untrue. Ive spoken to dozens of players that say they never use their cards and barely play but receive a gift every week. This is false advertising by the company. Also ******* has never honored her word of getting back to me.

  Business response

  11/01/2022

  An attempt was made (11/1/22 8:58 AM) by the General Manager to contact the guest to address and resolve the concerns reported. A voicemail was left for a call back.

  Customer response

  11/03/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
  
  
  
  

*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. ↩