We've reviewed this matter at multiple levels and are unable to substantiate Ms [redacted] claimI would like to think that there must be some misunderstanding as we rarely, if ever, receive complaints of this natureWhen we do, we make one (1) attempt to correct the behavior and if unsuccessful, we escort the individual/s out of the CasinoWe have zero tolerance for the use of profanity and/or bad language and have a long history of removing violators.I will reach out to Ms [redacted] try to resolve this matter to everyone's satisfaction
Not only was there zero tolerance 4the verbal abuse, but dealer was laughing and poker manager then argued with my husband and me when we complainedWe were both so upset we asked 4refund on rocouldnt stay overnightNight manager and general manager ignored multiple phone calls we made trying 2speak w/themNt mgr lied 2us, said he had no authority 2refund price 4unused room [redacted] said he had absolute authority 2refund room priceNo one! From hotel has ever!! Contacted us 2resolve this matterIm following up with tribal counsel, consumer affairs, yelp, whomever it takes 2be treated with some level of honesty, respect or fairness We request this complaint remain open and active until a resolution has been reached
I concur with all these complaints, I too had a nightmare experience with this hotel and casino, they said they issued a refund September 3rd, but still no refund has come in. I will hold my review for now, and give them the benefit of doubt they will send refund.
PLEASE be advised that we made an adjustment and issued a credit this morning in the amount of $119.00.We consider this matter closed. Thank you,[redacted]Gold Country Casino & Hotel
We've reviewed this matter at multiple levels and are unable to substantiate Ms. [redacted] claim. I would like to think that there must be some misunderstanding as we rarely, if ever, receive complaints of this nature. When we do, we make one (1) attempt to correct the behavior and if unsuccessful,...
we escort the individual/s out of the Casino. We have zero tolerance for the use of profanity and/or bad language and have a long history of removing violators.I will reach out to Ms. [redacted] try to resolve this matter to everyone's satisfaction.
Not only was there zero tolerance 4the verbal abuse, but dealer was laughing and poker manager then argued with my husband and me when we complained. We were both so upset we asked 4refund on room-we couldnt stay overnight. Night manager and general manager ignored multiple phone calls we made trying 2speak w/them. Nt mgr lied 2us, said he had no authority 2refund price 4unused room. [redacted] said he had absolute authority 2refund room price. No one! From hotel has ever!! Contacted us 2resolve this matter. Im following up with tribal counsel, consumer affairs, yelp, whomever it takes 2be treated with some level of honesty, respect or fairness. We request this complaint remain open and active until a resolution has been reached.
Review: sent me a postcard stating $500.00 on us, you get to play on us! followed up and called about it, they said it was a mistake and it should have read $10-$500 drawing. They need to be responsible for their actions.Desired Settlement: Let me play on them first $500 as advertised! since in the past since me and my wife has been good customers of theirs in the last few years
This letter is being submitted to you as a formal complaint against Gold Country Casino & Hotel.
My husband and I moved to CA from Oregon a couple of months ago. After settling in, we decided to treat ourselves out to a special dinner/evening at Gold Country. We reserved a room (reservation #[redacted]) for Friday, August 7th. We checked in, had a nice dinner at the buffet, played a poker tournament…a nice evening until we decided to play cash poker.
Two young, intoxicated men were using a lot of profanity, disrespecting me (I was the only woman at the table), repeatedly. I asked the dealer many times to stop it. He would not. He was laughing with two men (they were friendly to each other). After 40-45 minutes if verbal abuse, my husband and I decided to complain to the poker manager. He fought us on the issue, instead of stopping the abusive men. [redacted] was the last name of the dealer or manager. My husband and I left the poker room very upset. I was shaking. No one in a position of authority would make these drunk men stop their attacks.
We went to the hotel, asked to speak to the manager; [redacted] introduced himself as the manager. We explained the upsetting situation to home and told him we didn’t feel safe there. Mr. [redacted] said he didn’t have the authority to comp or reimburse us for the room. This upset me more, because we didn’t even enter the room once. He said he would talk to the manager the next morning and “[redacted]” (I assumed day manager) would make sure we wouldn’t be charged for the room. He said [redacted] would call us.
I made several; calls to speak to the manager; to no avail. We never heard from [redacted] by 1pm, I finally reached a person who would address the issue. Her name was [redacted]. She said she couldn’t reverse the charge for the room.
I then received a rude phone call form [redacted], identifying herself as Director of Gaming. She said the upsetting issue my husband and I were describing –Never happened. She spoke with the involved dealer and manager and they denied the incident ever took place. She added it was a gaming issue, not hotel issue. And now Im being called a Liar. My husband and I both complained about the problem and the Director of Gaming calls us both liars.
After this rude lady dismissed me, my husband called [redacted] 2x (the night manager) and asked him to call us. Of course, he did not even return the call. On August 9th, after being ignored by Mr. [redacted], my husband left a message for [redacted], General Manager. As of this moment, 7pm Aug. 10, we’ve get to receive a call from Mr. [redacted] or Mr. [redacted].
We are very upset at 1) the verbal abuse; 2) the fact that the dealer wouldn’t stop it; 3) the poker manager fought us on the issue; 4) the night manager said that he didn’t have the authority to comp or room (Director of Gaming told us that he that absolute power to do so); 5) night manager misrepresentated the fact that he could comp our room ;6) Day manager never called us; 7) [redacted] wouldn’t return my husband’s calls; 8)general Manager wouldn’t return our call.
This is our first trip to Gold Country Casino and Hotel. It was a terribly upsetting event, then we were lied to then no one will even returns a call. And Director of Gaming called my husband and me liars. I am not surprised the dealer and poker manager denied the event-they should have handled the profanity and verbal abuse. Shame on them!
It saddens me a woman, that Gold Country Casino and Hotel would have endorse verbal abuse, disrespect to a woman and profanity. I hope the Honorable Tribal Council will look into the shameful behavior.
I hope Revdex.com will look into the matter. My husband and I would like the charges for the room ($129) credited to our card. We were so mistreated, we couldn’t even stay in the hotel.
We thank you for your time. Can you please help us.
Desired Settlement: My husband and I would like the charges for the room ($129) credited to our card. We were so mistreated, we couldn’t even stay in the hotel.
Business
Response:
We've reviewed this matter at multiple levels and are unable to substantiate Ms. [redacted] claim. I would like to think that there must be some misunderstanding as we rarely, if ever, receive complaints of this nature. When we do, we make one (1) attempt to correct the behavior and if unsuccessful, we escort the individual/s out of the Casino. We have zero tolerance for the use of profanity and/or bad language and have a long history of removing violators.I will reach out to Ms. [redacted] try to resolve this matter to everyone's satisfaction.
Consumer
Response:
Not only was there zero tolerance 4the verbal abuse, but dealer was laughing and poker manager then argued with my husband and me when we complained. We were both so upset we asked 4refund on room-we couldnt stay overnight. Night manager and general manager ignored multiple phone calls we made trying 2speak w/them. Nt mgr lied 2us, said he had no authority 2refund price 4unused room. [redacted] said he had absolute authority 2refund room price. No one! From hotel has ever!! Contacted us 2resolve this matter. Im following up with tribal counsel, consumer affairs, yelp, whomever it takes 2be treated with some level of honesty, respect or fairness. We request this complaint remain open and active until a resolution has been reached.
Business
Response:
PLEASE be advised that we made an adjustment and issued a credit this morning in the amount of $119.00.We consider this matter closed. Thank you,[redacted]Gold Country Casino & Hotel
We've reviewed this matter at multiple levels and are unable to substantiate Ms [redacted] claimI would like to think that there must be some misunderstanding as we rarely, if ever, receive complaints of this natureWhen we do, we make one (1) attempt to correct the behavior and if unsuccessful, we escort the individual/s out of the CasinoWe have zero tolerance for the use of profanity and/or bad language and have a long history of removing violators.I will reach out to Ms [redacted] try to resolve this matter to everyone's satisfaction
Not only was there zero tolerance 4the verbal abuse, but dealer was laughing and poker manager then argued with my husband and me when we complainedWe were both so upset we asked 4refund on rocouldnt stay overnightNight manager and general manager ignored multiple phone calls we made trying 2speak w/themNt mgr lied 2us, said he had no authority 2refund price 4unused room [redacted] said he had absolute authority 2refund room priceNo one! From hotel has ever!! Contacted us 2resolve this matterIm following up with tribal counsel, consumer affairs, yelp, whomever it takes 2be treated with some level of honesty, respect or fairness We request this complaint remain open and active until a resolution has been reached
I concur with all these complaints, I too had a nightmare experience with this hotel and casino, they said they issued a refund September 3rd, but still no refund has come in. I will hold my review for now, and give them the benefit of doubt they will send refund.
PLEASE be advised that we made an adjustment and issued a credit this morning in the amount of $119.00.We consider this matter closed. Thank you,[redacted]Gold Country Casino & Hotel
We've reviewed this matter at multiple levels and are unable to substantiate Ms. [redacted] claim. I would like to think that there must be some misunderstanding as we rarely, if ever, receive complaints of this nature. When we do, we make one (1) attempt to correct the behavior and if unsuccessful,...
we escort the individual/s out of the Casino. We have zero tolerance for the use of profanity and/or bad language and have a long history of removing violators.I will reach out to Ms. [redacted] try to resolve this matter to everyone's satisfaction.
Not only was there zero tolerance 4the verbal abuse, but dealer was laughing and poker manager then argued with my husband and me when we complained. We were both so upset we asked 4refund on room-we couldnt stay overnight. Night manager and general manager ignored multiple phone calls we made trying 2speak w/them. Nt mgr lied 2us, said he had no authority 2refund price 4unused room. [redacted] said he had absolute authority 2refund room price. No one! From hotel has ever!! Contacted us 2resolve this matter. Im following up with tribal counsel, consumer affairs, yelp, whomever it takes 2be treated with some level of honesty, respect or fairness. We request this complaint remain open and active until a resolution has been reached.
Review: sent me a postcard stating $500.00 on us, you get to play on us! followed up and called about it, they said it was a mistake and it should have read $10-$500 drawing. They need to be responsible for their actions.Desired Settlement: Let me play on them first $500 as advertised! since in the past since me and my wife has been good customers of theirs in the last few years
Review: Dear Sir or Madam,
This letter is being submitted to you as a formal complaint against Gold Country Casino & Hotel.
My husband and I moved to CA from Oregon a couple of months ago. After settling in, we decided to treat ourselves out to a special dinner/evening at Gold Country. We reserved a room (reservation #[redacted]) for Friday, August 7th. We checked in, had a nice dinner at the buffet, played a poker tournament…a nice evening until we decided to play cash poker.
Two young, intoxicated men were using a lot of profanity, disrespecting me (I was the only woman at the table), repeatedly. I asked the dealer many times to stop it. He would not. He was laughing with two men (they were friendly to each other). After 40-45 minutes if verbal abuse, my husband and I decided to complain to the poker manager. He fought us on the issue, instead of stopping the abusive men. [redacted] was the last name of the dealer or manager. My husband and I left the poker room very upset. I was shaking. No one in a position of authority would make these drunk men stop their attacks.
We went to the hotel, asked to speak to the manager; [redacted] introduced himself as the manager. We explained the upsetting situation to home and told him we didn’t feel safe there. Mr. [redacted] said he didn’t have the authority to comp or reimburse us for the room. This upset me more, because we didn’t even enter the room once. He said he would talk to the manager the next morning and “[redacted]” (I assumed day manager) would make sure we wouldn’t be charged for the room. He said [redacted] would call us.
I made several; calls to speak to the manager; to no avail. We never heard from [redacted] by 1pm, I finally reached a person who would address the issue. Her name was [redacted]. She said she couldn’t reverse the charge for the room.
I then received a rude phone call form [redacted], identifying herself as Director of Gaming. She said the upsetting issue my husband and I were describing –Never happened. She spoke with the involved dealer and manager and they denied the incident ever took place. She added it was a gaming issue, not hotel issue. And now Im being called a Liar. My husband and I both complained about the problem and the Director of Gaming calls us both liars.
After this rude lady dismissed me, my husband called [redacted] 2x (the night manager) and asked him to call us. Of course, he did not even return the call. On August 9th, after being ignored by Mr. [redacted], my husband left a message for [redacted], General Manager. As of this moment, 7pm Aug. 10, we’ve get to receive a call from Mr. [redacted] or Mr. [redacted].
We are very upset at 1) the verbal abuse; 2) the fact that the dealer wouldn’t stop it; 3) the poker manager fought us on the issue; 4) the night manager said that he didn’t have the authority to comp or room (Director of Gaming told us that he that absolute power to do so); 5) night manager misrepresentated the fact that he could comp our room ;6) Day manager never called us; 7) [redacted] wouldn’t return my husband’s calls; 8)general Manager wouldn’t return our call.
This is our first trip to Gold Country Casino and Hotel. It was a terribly upsetting event, then we were lied to then no one will even returns a call. And Director of Gaming called my husband and me liars. I am not surprised the dealer and poker manager denied the event-they should have handled the profanity and verbal abuse. Shame on them!
It saddens me a woman, that Gold Country Casino and Hotel would have endorse verbal abuse, disrespect to a woman and profanity. I hope the Honorable Tribal Council will look into the shameful behavior.
I hope Revdex.com will look into the matter. My husband and I would like the charges for the room ($129) credited to our card. We were so mistreated, we couldn’t even stay in the hotel.
We thank you for your time. Can you please help us.
Desired Settlement: My husband and I would like the charges for the room ($129) credited to our card. We were so mistreated, we couldn’t even stay in the hotel.
Business
Response:
We've reviewed this matter at multiple levels and are unable to substantiate Ms. [redacted] claim. I would like to think that there must be some misunderstanding as we rarely, if ever, receive complaints of this nature. When we do, we make one (1) attempt to correct the behavior and if unsuccessful, we escort the individual/s out of the Casino. We have zero tolerance for the use of profanity and/or bad language and have a long history of removing violators.I will reach out to Ms. [redacted] try to resolve this matter to everyone's satisfaction.
Consumer
Response:
Not only was there zero tolerance 4the verbal abuse, but dealer was laughing and poker manager then argued with my husband and me when we complained. We were both so upset we asked 4refund on room-we couldnt stay overnight. Night manager and general manager ignored multiple phone calls we made trying 2speak w/them. Nt mgr lied 2us, said he had no authority 2refund price 4unused room. [redacted] said he had absolute authority 2refund room price. No one! From hotel has ever!! Contacted us 2resolve this matter. Im following up with tribal counsel, consumer affairs, yelp, whomever it takes 2be treated with some level of honesty, respect or fairness. We request this complaint remain open and active until a resolution has been reached.
Business
Response:
PLEASE be advised that we made an adjustment and issued a credit this morning in the amount of $119.00.We consider this matter closed. Thank you,[redacted]Gold Country Casino & Hotel
Gold country Casino is so unprofessional and unorganized.