Revdex.com:The dates are inaccurate because I redeem birthday points every yearI just hadn't done so last yearI was also not aware or even given any rules regarding the $expiring within hoursI should at least get the $backSincerely, Amber [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Dear Ms [redacted] , I am responding to customer [redacted] complaint ID # [redacted] regarding her experience at our Casino Cage on June 14th, In her complaint, Ms [redacted] states that she had multiple charges withdrawn from her bank account on that date We did have a system malfunction that day that caused the repeated transactions However, a reimbursement for those charges in the amount of $1,was process on June 22nd by our 3rd party vendor Also, per our 3rd party vendor Ms [redacted] was contacted and the credit was confirmed Several recent attempts to contact Ms [redacted] were made by our Casino Cage Management and our 3rd party vendor’s Management with no success Either her voicemail box was full or she did not return messages that were left on either phone numbers listed on her complaint If Ms [redacted] has further questions or would like to speak with a Casino Cage Manager, we would be happy to assist her in any way possible She can call the main Casino phone number at 414-847-and ask for a Cage Manager Ms [redacted] , we truly value all our guests and certainly hope we have addressed any concerns in this response to the complaint Kindest regards, [redacted] Guest Relations Manager Potawatomi Hotel & Casino
Ms [redacted] Trade Practice Consultant [redacted] Revdex.com Dear Ms [redacted] I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding customer service issues he feels he experienced during his last several visits to our property Mr [redacted] called and spoke with me in the morning of May 5th for approximately minutes In the beginning of our conversation, he mentioned that he had filed this complaint with the Revdex.com already I explained that it was my responsibility to respond to any type of complaint from the Revdex.com and my response to his concerns would be as discussed while we were speaking that morning I addressed his concerns about how he felt he was treated by some of the Casino’s staff during his last few visits I explained that Management from all the involved parties would be informed of his concerns, but any type of internal action, if taken, would certainly be confidential He stated he understood He stated to me that he was told he was now banned from our property, but was not concerned as he did not plan to visit us again I explained the entire ban process to him, including how he would be notified if he is indeed banned and also what course he could take to have the property reconsider We also discussed other concerns he has at length, including his opinion that our Slot Machines are too tight MsSchultz, we truly value all our guests In order to be fair to everyone and provide a safe environment we must apply our rules and regulations consistently Besides speaking with Slots and Security Staff, Mr [redacted] also spoke with several of my staff members at different dates and times and also me personally regarding all his concerns He has consistently received the same message in response to his Slot Machine opinion Kindest regards, [redacted] Guest Relations Manager
Tell us why here Hello Ms [redacted] , I am writing in response to the complaint ID# [redacted] that was submitted by [redacted] regarding our Fire Keeper’s Club New Member Rebate Program We investigated her claim and contacted MsDion directly with a resolution She expressed she was satisfied and will visit us again! Kindest regards, [redacted] Guest Relations Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have spent numerous hours of my time and several trips to my bank to get this issue resolved and would like to be compensated for itAlso, they did not contact me as they stayedThis has been very traumatic especially since I lost my husband a few months agoI deserve to be treated better than they have shown me [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Hello Ms [redacted] , I am writing in response to the complaint ID# [redacted] that was originally submitted by [redacted] regarding an issue with his Hotel Reservation and redeeming a complimentary coupon offer After doing more research on his particular situation, I would like to speak directly with Mr [redacted] to resolve this issue The telephone number in his player’s club account appears to be incorrect, so I would appreciate it if Mr [redacted] could contact me directly by phone at 414-847- If I am not available, he should leave me a voice message with a telephone number I can reach him at and I will give him a call back! Ms [redacted] , we do truly value each and every guest that visits our property! I will wait to hear back from Mr***! Kindest regards, [redacted] Guest Relations Manager 414-847-
Tell us why here... Ms. [redacted] Trade Practice Consultant [redacted] RevDex.com Dear Ms. [redacted] I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding his current restriction from our property and several other... concerns. After review of Mr. [redacted] concerns and our house rules, I will address each point. In regards to our Hotel, the check-in time is 4pm and the check-out time is 11am. We did extend a courtesy exception on one occasion and allowed Mr. [redacted] to check in extremely early at 4am. He was informed this was a one-time exception, but continued to request this same exception on further Hotel visits. He spoke with several Front Desk Staff, the Front Desk Supervisors and Manager regarding this and was informed each time that we are not able to continue to accommodate his special requests. As far as his concerns with being approached by our Security Team when he was observed sleeping in the Hotel Lobby, our house rules state “Loitering is prohibited”. Guests who are found violating this house rule are addressed by Security and if their behavior continues they are asked to leave. In regards to Mr. [redacted] now being banned from our property, our house rules state “No illegal, destructive, offensive or disruptive language, gesture or activity is allowed in the facility”. Any such activity may result in guest removal from the property, permanent banishment and/or prosecution.” Contraband was found in Mr. [redacted] ’s Hotel room and since that is an illegal activity, he is now banned. He expressed concern that he wasn’t immediately notified about his ban. There is a process we follow for these types of situations and he was notified once that process was fully completed. He will be receiving a letter regarding his ban status from our Security Management. Ms. Schultz, we truly value all our guests. In order to be fair to everyone and provide a safe environment we must apply our rules and regulations consistently. Besides speaking with the Hotel and Security Staff, Mr. [redacted] also spoke with several of my staff members and me personally regarding all these concerns. He has consistently received the same message in response to the concerns I just addressed in this letter. Kindest regards, [redacted] Guest Relations Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The hotel basically wrote the exact message twice I clearly understand how the offers work, thank you for insulting my intelligence I was specifically told to that I would get room converted to a complimentary room Maybe go back and listen to my conversation with the hotel receptionist since im sure all calls are recorded So basically I was lied to then insulted by the hotel manager I am obviously not satisfied with your responses, considering they were both exactly the same I explained what happened clearly, three times now, you obviously do not value your customers If the date of July was sold out months in advance, it should of been blacked out on comps [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Tell us why here Ms [redacted] Trade Practice Consultant [redacted] Revdex.com Dear Ms [redacted] I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding an alleged missed Bingo Game at our property on April 26, Bingo Management staff spoke with Ms [redacted] the evening of the event and also yesterday, June 7, Other attempts to contact Ms [redacted] before June 7th were made, but each time her voicemail box was full In her complaint to the Revdex.com, Ms [redacted] states that she misunderstood that the game was continuing after another guest won the special event ticket, which is a pull tab game called simultaneously with a regular game Once the winner was verified for the special event ticket, the Bingo Caller announced continuation of the regular Bingo game The call time between Bingo number calls were consistent This all was verified during an investigation of this situation Unfortunately, Ms [redacted] missed winning the regular Bingo game since she called “Bingo” after additional numbers were called In our house rules posted in the Bingo Hall and online, it clearly states “Once the game is closed or the caller starts to call the letter of the next ball, no previous BINGOs will be honored and the game shall continue.” Our house rules also state “It is the player’s responsibility to shout “BINGO” loud enough to alert the caller to stop the game.” Ms [redacted] , we truly value all of our guests and in order to be fair to everyone we must apply our rules and regulations consistently I apologize that there was confusion in this instance! I do hope that Ms [redacted] will visit us again in the future and if she has any questions about Bingo or any other area at our property she should feel free to call! Kindest regards, [redacted] Guest Relations Manager
I am writing in response to the complaint ID# [redacted] that was submitted by [redacted] regarding her Hotel Room charge dispute for her stay on July 17th Ms [redacted] contacted our Call Center by phone on June 3rd and made reservations each for a two night stay with arrival on July 17th (two rooms for two nights each) at 12:pm She was quoted a rate of $plus tax per room, per night She called again on June 21st and modified both reservations from a two night stay to a one night stay (two rooms for one night each) at 12:pm Her rate of $plus tax per room, per night, was again confirmed Ms [redacted] was sent a confirmation email on June 21st at 12:pm to [redacted] which shows as successfully sent in our systemWhen Ms [redacted] checked into our Hotel on July 17th, she was provided with a registration card for each of the two reservations (room #& #916) Each card clearly shows the room rate of $and she provided her signature on both registration cards in acknowledgment and agreement I have attached several supporting documents to this email for your reviewIn summary, Ms [redacted] was correctly charged and billed for her stay on July 17th We truly value all our guests and do hope that Ms [redacted] will visit us again For future reservations at our Hotel, I suggest she ask for a Call Center Manager or Supervisor for assistance! Kindest regards, [redacted] *** | Guest Relations ManagerPotawatomi Hotel & Casino | WCanal Street, Milwaukee, WI 53233P: 414-847- | C: 414-687- | F: 414-645- | E: [redacted]
Revdex.com:The dates are inaccurate because I redeem birthday points every yearI just hadn't done so last yearI was also not aware or even given any rules regarding the $expiring within hoursI should at least get the $backSincerely, Amber [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Dear Ms [redacted] , I am responding to customer [redacted] complaint ID # [redacted] regarding her experience at our Casino Cage on June 14th, In her complaint, Ms [redacted] states that she had multiple charges withdrawn from her bank account on that date We did have a system malfunction that day that caused the repeated transactions However, a reimbursement for those charges in the amount of $1,was process on June 22nd by our 3rd party vendor Also, per our 3rd party vendor Ms [redacted] was contacted and the credit was confirmed Several recent attempts to contact Ms [redacted] were made by our Casino Cage Management and our 3rd party vendor’s Management with no success Either her voicemail box was full or she did not return messages that were left on either phone numbers listed on her complaint If Ms [redacted] has further questions or would like to speak with a Casino Cage Manager, we would be happy to assist her in any way possible She can call the main Casino phone number at 414-847-and ask for a Cage Manager Ms [redacted] , we truly value all our guests and certainly hope we have addressed any concerns in this response to the complaint Kindest regards, [redacted] Guest Relations Manager Potawatomi Hotel & Casino
Ms [redacted] Trade Practice Consultant [redacted] Revdex.com Dear Ms [redacted] I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding customer service issues he feels he experienced during his last several visits to our property Mr [redacted] called and spoke with me in the morning of May 5th for approximately minutes In the beginning of our conversation, he mentioned that he had filed this complaint with the Revdex.com already I explained that it was my responsibility to respond to any type of complaint from the Revdex.com and my response to his concerns would be as discussed while we were speaking that morning I addressed his concerns about how he felt he was treated by some of the Casino’s staff during his last few visits I explained that Management from all the involved parties would be informed of his concerns, but any type of internal action, if taken, would certainly be confidential He stated he understood He stated to me that he was told he was now banned from our property, but was not concerned as he did not plan to visit us again I explained the entire ban process to him, including how he would be notified if he is indeed banned and also what course he could take to have the property reconsider We also discussed other concerns he has at length, including his opinion that our Slot Machines are too tight MsSchultz, we truly value all our guests In order to be fair to everyone and provide a safe environment we must apply our rules and regulations consistently Besides speaking with Slots and Security Staff, Mr [redacted] also spoke with several of my staff members at different dates and times and also me personally regarding all his concerns He has consistently received the same message in response to his Slot Machine opinion Kindest regards, [redacted] Guest Relations Manager
Tell us why here Hello Ms [redacted] , I am writing in response to the complaint ID# [redacted] that was submitted by [redacted] regarding our Fire Keeper’s Club New Member Rebate Program We investigated her claim and contacted MsDion directly with a resolution She expressed she was satisfied and will visit us again! Kindest regards, [redacted] Guest Relations Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have spent numerous hours of my time and several trips to my bank to get this issue resolved and would like to be compensated for itAlso, they did not contact me as they stayedThis has been very traumatic especially since I lost my husband a few months agoI deserve to be treated better than they have shown me [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Hello Ms [redacted] , I am writing in response to the complaint ID# [redacted] that was originally submitted by [redacted] regarding an issue with his Hotel Reservation and redeeming a complimentary coupon offer After doing more research on his particular situation, I would like to speak directly with Mr [redacted] to resolve this issue The telephone number in his player’s club account appears to be incorrect, so I would appreciate it if Mr [redacted] could contact me directly by phone at 414-847- If I am not available, he should leave me a voice message with a telephone number I can reach him at and I will give him a call back! Ms [redacted] , we do truly value each and every guest that visits our property! I will wait to hear back from Mr***! Kindest regards, [redacted] Guest Relations Manager 414-847-
Tell us why here... Ms. [redacted] Trade Practice Consultant [redacted] RevDex.com Dear Ms. [redacted] I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding his current restriction from our property and several other... concerns. After review of Mr. [redacted] concerns and our house rules, I will address each point. In regards to our Hotel, the check-in time is 4pm and the check-out time is 11am. We did extend a courtesy exception on one occasion and allowed Mr. [redacted] to check in extremely early at 4am. He was informed this was a one-time exception, but continued to request this same exception on further Hotel visits. He spoke with several Front Desk Staff, the Front Desk Supervisors and Manager regarding this and was informed each time that we are not able to continue to accommodate his special requests. As far as his concerns with being approached by our Security Team when he was observed sleeping in the Hotel Lobby, our house rules state “Loitering is prohibited”. Guests who are found violating this house rule are addressed by Security and if their behavior continues they are asked to leave. In regards to Mr. [redacted] now being banned from our property, our house rules state “No illegal, destructive, offensive or disruptive language, gesture or activity is allowed in the facility”. Any such activity may result in guest removal from the property, permanent banishment and/or prosecution.” Contraband was found in Mr. [redacted] ’s Hotel room and since that is an illegal activity, he is now banned. He expressed concern that he wasn’t immediately notified about his ban. There is a process we follow for these types of situations and he was notified once that process was fully completed. He will be receiving a letter regarding his ban status from our Security Management. Ms. Schultz, we truly value all our guests. In order to be fair to everyone and provide a safe environment we must apply our rules and regulations consistently. Besides speaking with the Hotel and Security Staff, Mr. [redacted] also spoke with several of my staff members and me personally regarding all these concerns. He has consistently received the same message in response to the concerns I just addressed in this letter. Kindest regards, [redacted] Guest Relations Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The hotel basically wrote the exact message twice I clearly understand how the offers work, thank you for insulting my intelligence I was specifically told to that I would get room converted to a complimentary room Maybe go back and listen to my conversation with the hotel receptionist since im sure all calls are recorded So basically I was lied to then insulted by the hotel manager I am obviously not satisfied with your responses, considering they were both exactly the same I explained what happened clearly, three times now, you obviously do not value your customers If the date of July was sold out months in advance, it should of been blacked out on comps [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Tell us why here Ms [redacted] Trade Practice Consultant [redacted] Revdex.com Dear Ms [redacted] I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding an alleged missed Bingo Game at our property on April 26, Bingo Management staff spoke with Ms [redacted] the evening of the event and also yesterday, June 7, Other attempts to contact Ms [redacted] before June 7th were made, but each time her voicemail box was full In her complaint to the Revdex.com, Ms [redacted] states that she misunderstood that the game was continuing after another guest won the special event ticket, which is a pull tab game called simultaneously with a regular game Once the winner was verified for the special event ticket, the Bingo Caller announced continuation of the regular Bingo game The call time between Bingo number calls were consistent This all was verified during an investigation of this situation Unfortunately, Ms [redacted] missed winning the regular Bingo game since she called “Bingo” after additional numbers were called In our house rules posted in the Bingo Hall and online, it clearly states “Once the game is closed or the caller starts to call the letter of the next ball, no previous BINGOs will be honored and the game shall continue.” Our house rules also state “It is the player’s responsibility to shout “BINGO” loud enough to alert the caller to stop the game.” Ms [redacted] , we truly value all of our guests and in order to be fair to everyone we must apply our rules and regulations consistently I apologize that there was confusion in this instance! I do hope that Ms [redacted] will visit us again in the future and if she has any questions about Bingo or any other area at our property she should feel free to call! Kindest regards, [redacted] Guest Relations Manager
I am writing in response to the complaint ID# [redacted] that was submitted by [redacted] regarding her Hotel Room charge dispute for her stay on July 17th Ms [redacted] contacted our Call Center by phone on June 3rd and made reservations each for a two night stay with arrival on July 17th (two rooms for two nights each) at 12:pm She was quoted a rate of $plus tax per room, per night She called again on June 21st and modified both reservations from a two night stay to a one night stay (two rooms for one night each) at 12:pm Her rate of $plus tax per room, per night, was again confirmed Ms [redacted] was sent a confirmation email on June 21st at 12:pm to [redacted] which shows as successfully sent in our systemWhen Ms [redacted] checked into our Hotel on July 17th, she was provided with a registration card for each of the two reservations (room #& #916) Each card clearly shows the room rate of $and she provided her signature on both registration cards in acknowledgment and agreement I have attached several supporting documents to this email for your reviewIn summary, Ms [redacted] was correctly charged and billed for her stay on July 17th We truly value all our guests and do hope that Ms [redacted] will visit us again For future reservations at our Hotel, I suggest she ask for a Call Center Manager or Supervisor for assistance! Kindest regards, [redacted] *** | Guest Relations ManagerPotawatomi Hotel & Casino | WCanal Street, Milwaukee, WI 53233P: 414-847- | C: 414-687- | F: 414-645- | E: [redacted]