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:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 was banned from the property on November 5, 2024 due to an altercation that was not my fault. I've had these issues with different people several times before management informed me to call security. If any issues continued on this day. I did contact security several times and waited patiently to have someone come after the situation escalated I was bored all because a lady tried to push my seat down and play on my machine because she didn't like the fact that I play on too VIP I'm there every day at least three times a day employees love me all the customers love me, but all of a sudden they don't want to play favoritism so they both of us I did absolutely nothing except I was advised to do this after the cameras was reviewed and other employee stated I did nothing wrong. I was still asked to leave!

  Business Response

  Date: 11/08/2024

  To whom it may concern,
  
  After reviewing our surveillance footage and examining statements collected from the involved parties, we have completed our investigation into the incident that occurred on November 5, 2024. During this review, it was observed that *** ************ positioned a chair against a vacant machine. Shortly afterward, *** ************ engaged in a verbal altercation with another guest, *** **** *** **** seated approximately two machines to the left of *** ************* then attempted to sit at the machine where the chair had been placed. While moving the chair, a physical altercation ensued, during which *** *** was physically pushed aside. As a result, both *** ************ and *** *** were ejected from the property for engaging in a "physical and verbal" altercation.

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On Saturday, September 28, 2024 approximate 2 pm I was playing the pig machine for $.88 each play I got the free play I pushed 10 free play (there is an option of choosing 5 - 10 - or 15 free spins) I chose 10 the light surround the 5 and gave me 5 instead of 10 I got the free spins and I chose 15 the light came around 10 and gave me 10 free instead of ************************************************ stopped playing and the lady at the 3rd machine left I said that machine scammed me out of my appropriate spins. When I got home I said to myself I should let ***** the manager know what happened. When I came from church I went back to Rose's and ****** was off so Ms **** filled out a form as to what happen that I had told her. I have a copy of it. I have a ******* who was watching as to what happened. The ******* came Sunday the next day as I was explaining toi Ms **** as she was writing up my complaint on the form. I asked the ******* to write her name and phone number on my church program which she did. Her name and phone number is as follows ******* ******** ************ the other lady was with the second ******* she did nit come back Sunday. Ms ******* could give u her name and number I guess. It might have been her mother. Monday Septmber 30 I told ******, the manager over the machines said why did I not press the button for service I told her the machine did not stop, I thought I was just scammed. After thinking more about it after I got home I said to myself they have cameras looking at guest playing the machines to check what happened and I have to *******. The resolution should be to give me free play until I get the free play option and I will choose the 10 free play as I always do and continue to play until I get the free play option again and I will choose 15 as I always do in that order.

  Business Response

  Date: 11/09/2024

  Ms. ******** was paid out correctly and no additional funds are owed. The ************ are based on horse races in the past, hence the name. The terminals are set up to calculate the win and payout from the initial spin, which is activated when the play button is engaged by a guest. The graphics in the game may have glitched according to what the guest reported, resulting in only 10 spins displaying instead of 15. However, the Free Spins is for visual guest entertainment and does not impact the actual payout or winnings. This was explained to Ms. ******* in addition to showing her on the menu of the game that her horses did not come in, in the correct order to be a winning combination resulting in a higher payout. Additional back-of-house reporting was done in *** to confirm that no additional funds were owed. In addition, the manager on duty highlighted the fact, that on every gaming terminal on the property, it is posted clearly that Malfunctions voids all plays and pays. At this time, there is no further explanation or assistance we can provide to Ms. ***************

  Customer Answer

  Date: 11/10/2024

  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,
  
  ******** ******
  
  
  
  
  

  Customer Answer

  Date: 11/12/2024

  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,
  
  ******** ******
  
  
  
  
  

  Customer Answer

  Date: 11/20/2024

  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.
  
  Please see attached.

  I have attached copies of the ***** machine I was playing and the pictutre of 15 free spins when you press 15 which should give you 15 free spins which I pressed and got 10 that was the second time. The first time I got free spins, I pressed 10 at it jumped over to 5 free spins and gave me 5 just like the 15 jumped to 10 free spins. Rose's mentioned something about malfunction of the machine. They did not put machine out of order the did not have machine served because I checked the whole week to see if it was going to be serviced so they could tell me how that occurence happened not once but twice. They owe me 10 free spins in the order of my play. I don't see how they can just let the machine take my money and Rose's collect it out of the machine and me the guest not get what I was suppose to get 10 free spins. That is scamming me. I look forward to getting my due resolution to this matter. 
  
  Regards,
  
  ******** ******
  
  
  
  

  
  

• Initial Complaint

  Date:10/29/2023

  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 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 Answer

  Date: 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

  Date:08/26/2023

  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.

  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 Answer

  Date: 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

  Date:10/30/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  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

  Date: 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 Answer

  Date: 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,
  
  *************************