Complaints

This profile includes complaints for Emerald Queen Hotel & Casino in Fife's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Emerald Queen Hotel & Casino in Fife has 2 locations, listed below.

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  Emerald Queen Hotel & Casino in Fife

  5700 Pacific Hwy E Fife, WA 98424-2515

• 

  Emerald Queen Hotel & Casino in Fife

  2024 E 29th St Tacoma, WA 98404-4974

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:04/09/2025

  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.

  Okay so I go into the casino following my ex boyfriend and he has taken my phone I tell the security that I don't have ID and they let me through I told them I was getting a room and I was headed to the front desk to check in we go to the front desk and check in and we find out our room is not available yet so I sat down and my ex takes off ...to play for a min I realize he has my phone and I followed him I got my phone back but I left it on the machine and they took it to security and refused to give it back because I didn't have ID when I told them I did not have ID and they let me in and that has nothing to do with me it's clear that the security is a joke and they don't take their job seriously because they let me in and I did not have an ID if that is a policy then I should not have been let in but they let me in regardless how long I was there or regardless if I was on the floor or not they took my phone and they will not give it back they said I need you to come back with my ID which is crazy because they should have never taken it and kept it in the first place my ex could have shown them his ID and gotten the phone back I looked up and down the websites even for the one in ****** and there is no lost and found policy that they were talking about they kept speaking about a lost and found policy that indicates that they need ID for the phone like my phone like my ID is on my phone or my name is on the phone I don't understand why they need my ID to give my phone back I told them what kind of phone it was I told them I lost it and I told them I need it back and they did not give it back they told me to go get my ID and come back and I understand that and I get it but their security guards being faulty and allowing me to walk in was not my problem. And she told me to look up on the website at the policy that is not existent there is no policy on the website and I'm reading online about all these bad things about the security steals from people this isridiculous

• Initial Complaint

  Date:12/07/2024

  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.

  I was wrongfully overcharged for my meal at ******* and Grill. I ordered a tab totalling $44 and some change during a visit to ***. I left a $10 tip and rounded the change up so the total bill should've been $55. When looking at the charge on my credit card statement later, I was billed $116 (a $61 difference). I have also spent multiple hours of my time at this point trying to get a resolution from EQC, of which no adequate resolution has been offered.

• Initial Complaint

  Date:09/09/2024

  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.

  On more than one occasion I have visited the emerald queen casino to play on these occasions I had played a machine that experienced a malfunction at which the machine was just drawing money against what I had in there and the machine display was flickering back and forth. It was jade blessings A14.01 machine number. Although we had the service request light on no one ever came as we waited for over an hour and half. To no avail. They ignore you dont have any floor personnel and will not respond. The casino hides behind disclosures that you dont see because they are hidden in the fine print and they do not guarantee you any security in playing their machines. They in a broad sense rip off people daily. Something needs to happen to regulate this

• Initial Complaint

  Date:08/09/2024

  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.

  On August 1st, 2024 on the 3rd floor of ************* structure in the ** corner near the elevator, our vehicle was broken into and two suitcases, briefcase, laptop, phone, sports bag were stolen. It happened between 6:30pm-8:00pm while we were eating at the casino restaurant *******. We reported to casino security and Puyallup ************* gave us case number 24-01208 and stated they will give us a call as follow up. But, we havent heard from them as of today August 9, 2024. When we called Puyallup ************* on the next day on August 2, they indicated they could not help. Instead they forward our call to Officer Dancey Badge 38 who initially assisted us on the day of incident. But, he didnt pick up the call nor returned our message. We are stuck to find out the status of our case and discovery of surveillance cameras footage. At this point without any interactions by the Puyallup police, Emerald Queen Casino security we are at an impasse as to resolution and follow up by the casino. We also filed a report to ****** police regarding to this matter. Our property damage is nearly $20,000.

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair 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.

  On Friday 5/26/2023 I had dinner at the *************** at the Emerald Queen Casino, with my husband for his birthday.I ordered a seafood dinner and when the meal came, I bit down on something hard in my food and when I looked at it, it was a rock. I informed the waitress that I bit down on a rock in my meal, and I think I broke a tooth. She told the manager, and he came and talked to me, and we fill out an incident report. The manager said he has only seen this happen two times since he has been manager at the Emerald Queen Casino. I informed him I would go to my dentist office to see if the tooth was broken. He gave me the Risk Manager information, to file an incident report after I go to my dentist if the tooth was broken. I call my dentist office and let them know what happened and got the first appointment available, which was Monday 5/30/23. After seeing the dentist and finding out the tooth was broken, I contacted the Risk manager ******************* and he gave me my claim number ********* and told me I would hear from their *************************** American Claims. ************************************* from American Claims contacted me and emailed me the forms for them to contact my dentist to cover the cost of the broken tooth. I have emailed and faxed over all required documentations for the cost of the broken tooth in the amount of $1334.00. I have made many phone calls back to ******************************* I did not receive a returned calls or emails for the company. I have emailed ********************************* on 7/20, 8/9, 12/4, 12/8, 1/29, and have made many phone calls to her office and still no reply back from American Claims. I have also called the Risk manager ******************* from Emerald Queen and he has left messages for ********************************* at American Claims to contact me also. I would just like to have my dental bill for the broken tooth paid for and this matter resolved.

• Initial Complaint

  Date:07/16/2023

  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.

  Had a problem with one of the machines after waiting 30 to 45 minutes someone showed up unhappy rude maybe uncomfortable without willing to refund or repair the machine acted like it was my fault that their machine didn't work lost approximately $15 due to the failure of the machine doesn't seem like a lot but if they do this all the time it probably adds up

• 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 followed a link from an advertisement on ******** to purchase tickets for a ***************** show at this casino. Nowhere in the advertisement or in the ticket sale process was the 21 year age requirement listed, and I intended to take my 19 year old son to the show. I immediately discovered the problem when looking up the venue itself to see whether we could stay there. That was when I discovered that the entire venue has a 21 year old age requirement. When I contacted the venue, they admitted that this has been an problem for many shows in the past, but offered no solutions, and did not seem at all concerned that people are buying tickets who cannot possibly use them. To be clear: they know that their ticket sales service will sell tickets without disclosing the age requirement, and they refuse to offer refunds. The only recourse they offered was for ** to resell the tickets ourselves, potentially at a loss, and with no guarantee that we can even sell them. This is the definition of a shady business practice.

• Initial Complaint

  Date:03/21/2023

  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.

  Approx. March 12, 2023 ai was playing the casino slot machine Triple Dragon. I never hit a jackpot, my machine accumulated $1,800, my machine began to ring like a jackpot. The machine operater opened machine took ticket said she was leaving me $200 to continue to play she would be right back because she took my ID. She never returned, instead a man who said he was head of security and he was seizing my jackpot because I was banned. I was banned 20 years ago which Was because of identity theft, a woman got stopped by fife police coming from the boat used my driver license and put her address, and signed her real name. I had to go through going to fife casino to talk to a amr. ********, was told to write a letter, then online. I called there was no ban. Since the new Casino was opened I go at least twice a month I have a players ca d I receive mystery gifts, aaI can put my card in machine to get a new players card. He tells me if I want my money I have to take it too court. I feel they stole my money, and IRS tax money I would have had to pay because it was not a jackpot, were a player would pay tax this was my money accumulating, because I hit bonus retriggers. I was let into the casino whether losing or winning and because I won you seize my money, and have been playing for years not winning that much. I have be getting the run around because you cannot get past security on the phone they said to come to Fife casino I could make a formal complaint, they said I had to do it on line and could not be on property, they are taking orders from the same security higher up, who seem to be stealing. Because the same night this happened I went to the Fife Casino got in and played for hours, but after trying to make a formal complaint Monday morning I was put in their system I was banned, which was not there until I tried to get my money by filing a complaint.

• Initial Complaint

  Date:08/07/2022

  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 was barred from emerald queen casino in January of this year and was told how by eqc employees how to get the bar removed. I then went online to fill out the appeal form from their website. It clearly states that they will get in touch with me within **** days on the matter. I checked my email for more than a month and heard nothing back. So my girl [************************* ] and myself went to the *** on June 20,2022 and upon entry to the casino I asked the security at the entrance if there was a bar against me, they said no and good night and good luck. It was about a half hour later that we won a jackpot for $18,900.00 and when we went to collect it the management told us that they wasn't paying us and put the bar back into effect on me. The management stated that the security at the entrance was on a different database than the database at the cashier's cage. I was cleared to spend my money but when we won they refuse to pay us. also while we was in the discussion with management' we looked for the ***'s response in my email. There was none But, the next day on June 21,2022 the email from the casino showed up after they denied our jackpot. Also it was dated May 9, 2022 which was odd that I didn't receive it until after we was denied our jackpot, on June 20, 2022. we feel as though we have been cheated and that if that is how they are doing their business then they should not be allowed to do business at all. They sent us a denial letter that was nothing but lies twisted up by their attorney [****************] that makes us look bad on paper. None of the facts in the letter was true in any fashion. The *** are nothing short of thieves and cheats. Not to mention liars on a whole other level. What they have done is wrong and I know that we aren't the only ones they have cheated this way and was embarrassing to be humiliated in front of an entire casino full of people who was starring and talking about us as we left the casino.

• Initial Complaint

  Date:06/21/2022

  Type:Sales and Advertising 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 June 8, 2022, I lost my phone at Emerald Queen Hotel and Casino in ****, **, My boyfriend and I asked security if they had it and we were told yes. The security lady then asked for my phone number and she called and answered my phone from the security desk landline to ensure that it was mine. She then asked for my ID and that was when I found out I had lost that as well. Unfortunately, that had not been turned in and I was informed that I had to leave the property immediately because I no longer had an ID on my person. When I asked them to release my phone to my boyfriend we were told no because it was technically mine. We left. 6 days later on June 14, 2022. I called security to see if they had my ID. I was told yes. I went down to Emerald Queen to pick up my ID and phone. When I asked for my phone I was told they didn't have it and had no record of ever having it. I told them that was impossible because they had had it on the 8th when I had lost it but they wouldn't give it back to me then because I didn't have an ID. I even told them that the staff member had called my phone to ensure it was mine. The manager said he would look into it for me. The manager left a message on my phone one or two days later informing me that my phone was not thrown away, that they did not have it, that they had no record of having it and that if I had any questions to call and ask for him. That was their solution.