I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding her use of a promotional Match Play Coupon at our Casino After review of this situation and confirmation of how the use of a Match Play Coupon works, I found she was paid correctly for her winning hand at Roulette I do so sincerely apologize that there was confusion regarding this situation The way we process our promotional Match Play Coupons is standard to the industry The Match Play Coupon has no cash value As Ms [redacted] wrote in her complaint, she placed a bet using a $Match Play Coupon and two $Gaming Chips, which she purchased with cash She did win that particular hand and it pays dollar for dollar in Gaming Chips She won $using the Match Play Coupon and $using the two $Gaming Chips which is a $win for that hand Since the Match Play Coupon has no cash value and can only be used one time, the dealer collected it at the end of that hand She then took the remaining $in Gaming Chips off the table and was correctly paid This whole procedure was explained to Ms [redacted] at the Roulette Table by a Management representative from the Table Games Department Ms [redacted] also completed a Guest Service Report regarding this situation A representative from Guest Relations and Table Games did call Ms [redacted] regarding her written complaint, but neither received a return call from her with any further questionsMs [redacted] did express concern regarding the disclaimer language on the coupon not clearly explaining that the promotional Match Play Coupon has no cash value To clear up any confusion on this issue, we will be adding additional language specifically addressing that the Match Play Coupon has no cash value in the futureMs [redacted] , we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently Again, 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 questions about our promotions she should contact Guest Relations for assistance! Kindest regards, [redacted] *** | Guest Relations ManagerPotawatomi Hotel & Casino | [redacted] ***P: [redacted] | C: [redacted] | F: [redacted] | E: [redacted]
I am writing in response to complaint ID# [redacted] that was submitted by [redacted] *** regarding his frustration regarding his son presenting his F.O.I.Dcard as valid ID to game at our Casino After review of this situation and confirmation of what valid forms of identification we accept for entrance to our gaming areas, I found that we do not accept the F.O.I.Dcard as a valid ID to be on property I do so sincerely apologize that there was confusion from our Security Officers about accepting this form of ID during their last visit, but we have not had this type of ID presented recently Our Security Management is informing all our Officers that we do not accept this type of ID so this type of unpleasant situation will be avoided in the futureMs [redacted] , we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently Again, I apologize that there was confusion in this instance! There are only certain types of identification cards we accept For example, we do accept Driver’s License, state issued ID cards, Passports and Tribal ID’s for entrance to our facility I do hope that Mr[redacted] and his family will visit us again in the future and if he has further questions about what valid ID’s are accepted, he will contact Guest Relations for assistance! Kindest regards, [redacted] *** | Guest Relations ManagerPotawatomi Hotel & Casino | WCanal Street, Milwaukee, WI 53233P: [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted]
I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding her use of a promotional Match Play Coupon at our Casino. After review of this situation and confirmation of how the use of a Match Play Coupon works, I found she was paid correctly for her...
winning hand at Roulette. I do so sincerely apologize that there was confusion regarding this situation. The way we process our promotional Match Play Coupons is standard to the industry. The Match Play Coupon has no cash value. As Ms. [redacted] wrote in her complaint, she placed a bet using a $10 Match Play Coupon and two $5 Gaming Chips, which she purchased with cash. She did win that particular hand and it pays dollar for dollar in Gaming Chips. She won $10 using the Match Play Coupon and $10 using the two $5 Gaming Chips which is a $20 win for that hand. Since the Match Play Coupon has no cash value and can only be used one time, the dealer collected it at the end of that hand. She then took the remaining $30 in Gaming Chips off the table and was correctly paid. This whole procedure was explained to Ms. [redacted] at the Roulette Table by a Management representative from the Table Games Department. Ms. [redacted] also completed a Guest Service Report regarding this situation. A representative from Guest Relations and Table Games did call Ms. [redacted] regarding her written complaint, but neither received a return call from her with any further questions. Ms. [redacted] did express concern regarding the disclaimer language on the coupon not clearly explaining that the promotional Match Play Coupon has no cash value. To clear up any confusion on this issue, we will be adding additional language specifically addressing that the Match Play Coupon has no cash value in the future. Ms. [redacted], we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. Again, 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 questions about our promotions she should contact Guest Relations for assistance! Kindest regards, [redacted] | Guest Relations ManagerPotawatomi Hotel & Casino | [redacted]P: [redacted] | C: [redacted] | F: [redacted] | E: [redacted]
I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding his frustration regarding his son presenting his F.O.I.D. card as valid ID to game at our Casino. After review of this situation and confirmation of what valid forms of identification we...
accept for entrance to our gaming areas, I found that we do not accept the F.O.I.D. card as a valid ID to be on property. I do so sincerely apologize that there was confusion from our Security Officers about accepting this form of ID during their last visit, but we have not had this type of ID presented recently. Our Security Management is informing all our Officers that we do not accept this type of ID so this type of unpleasant situation will be avoided in the future. Ms. [redacted], we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. Again, I apologize that there was confusion in this instance! There are only certain types of identification cards we accept. For example, we do accept Driver’s License, state issued ID cards, Passports and Tribal ID’s for entrance to our facility. I do hope that Mr.[redacted] and his family will visit us again in the future and if he has further questions about what valid ID’s are accepted, he will contact Guest Relations for assistance! Kindest regards, [redacted] | Guest Relations ManagerPotawatomi Hotel & Casino | 1721 W. Canal Street, Milwaukee, WI 53233P: [redacted] * [redacted] * [redacted] * ** [redacted]
Potowatomi is the worst casino I have ever been to in my life. They are very rude to paying customers and offer as least comps as they possibly can. After losing $340, and $400 the week before, and thousands over the years, when I went to retrieve my car from valet, I was told my gold or yellow card has expired and I needed to pay $10. I had no idea my card expired. The casino doesn't send any notice to patrons via email or regular mail. Valet showed me an expiration date on my card, which meant absolutely nothing because I have several player's cards with different expiration dates. The cards still play when I stick them in machines, and I can still redeem points, food coupons, and everything else. So again, the expiration date on the card means nothing. I would not know my card is expired unless told. So how [removed] embarrassing to be told I would have to wait for a supervisor. I asked them, "what are you gonna do, hold my [removed] car" ? I was told no, but if it happens again I would not be able to use valet again. You [removed] need to get over yourselves. I lost $340 in less than an hour and had no notice my card was expired and you guys came at me with this [removed]. My losses paid for my [removed] parking. I have played at this casino for over 20 years and they have only gotten worse as far as payouts and perks. They never have to worry about me parking in valet, because I won't be stepping door inside of that [removed]. I will be taking my money elsewhere, where the comps, wins, and hospitality are way better. Besides, everytime you turn around, it's some [removed] cracker winning thousands while blacks play just as much but barely win peanuts. I hope this all comes to light in some big way, but it probably won't because Porowatomi pays the state off to screw people over. [removed] your casino as it is the worse. I have played at better and will continue to do so because you guys [removed].
Review: My problem first started on February 7, 2016 I was waiting in the lobby of the hotel at Potawatomi Bingo Hotel & Casino I was told by an employee at the front desk that I would be able to check in on 2/07/2016 at 4:00 am, but when I got to the hotel I was told that the policy had change and that they couldn't do that anymore that I had to wait till 11:00 am to check in so while waiting in the lobby as I was instructed by hotel management I could I start to doze a little because I was so tired from waiting I was approach by security and told that I couldn't doze off and I needed to stay awake (mind you I had worked 11-12 hr shifts all week prior!) so I said I would try so I dozed again so more security came check and seen I had an reservation for that day they asked for my ID to make sure of the reservation then they told me if I was to doze again I would be kicked out for loitering I asked how would I be loitering if I had reservations at the hotel from 02/07/2016-02/09/2016 they couldn't answer so I asked for someone from guest relations I spoke with someone he was not trying to hear me he was talking over me so I asked for his supervisor he denied me of that so one of the security officers stated that I file an complaint and attention it to his supervisor witch I did she called and said she will look into it. So on my day of check out witch is at 11 am but I requested an late check out so I was given till 12 pm to check out I got up around 5 or 6 am to go down to the casino to do some gaming I was playing a slot when I was approached by two private security officers and two regular officers who asked me to cash out and follow them to the hotel to pay for my stay at that time I asked why was I being asked to do so before it was even checkout time and I was told by security and the young lady at the front desk they didn't know why I was being asked to do so at that moment so I just paid and so I filed another complaint with guest relations then I went to work and came back to play bingo and eat and game more on the slots with my little sister and mom and was approached again around 1:00 or 1:30 am on 02/10/2016 and was told I was banned because housekeeping found pot in my room no police was called I just was banned from the whole place and I was never shown the pot that was suppose to been found or anything and they came this time with over ten different officers I was once again walked out and embarrassed for no reason I don't understand I have been coming to this place since I was 18 years of age everyone knows me there I've stayed at the hotel over 50 or more times since they've open and to be treated like this must be an foul act of retaliation for my complaintsDesired Settlement: To find out where did the pot come from and if I was banned why was I allowed back in the place and allowed to spend more money before they notified me of the ban and embarrassed me again for something I did not do!!! I need answers!!!
Business
Response:
Tell us why here...
Ms. [redacted]
Trade Practice Consultant
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.
Review: I booked 2 hotel rooms in June for under 200 each. I was charged 413 for each for a night stay. I was quoted a price and total by their staff and verified with them. Never got an email to confirm so called a week or 2 later to confirm and no change in cost. Unfortunately I did not pay attention upon check in to notice the charge but found the charge on my credit card. When I called to complain, I went through 5 different " supervisors" and no one able to help. 2 were extremely rude. I then got a call today from " another supervisor" who was to be higher up than the other 5. Again I explained that I did not book these rooms for 359 a night but he would not assist me in correcting two of his employees quotes that were given to me.Desired Settlement: Billing corrected
Business
Response:
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 2 reservations each for a two night stay with arrival on July 17th (two rooms for two nights each) at 12:48 pm. She was quoted a rate of $359.00 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 12:11 pm. Her rate of $359.00 plus tax per room, per night, was again confirmed. Ms. [redacted] was sent a confirmation email on June 21st at 12:35 pm to [redacted] which shows as successfully sent in our system. When Ms. [redacted] checked into our Hotel on July 17th, she was provided with a registration card for each of the two reservations (room #915 & #916). Each card clearly shows the room rate of $359.00 and she provided her signature on both registration cards in acknowledgment and agreement. I have attached several supporting documents to this email for your review. In 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 | 1721 W. Canal Street, Milwaukee, WI 53233P: 414-847-7899 | C: 414-687-8490 | F: 414-645-6866 | E: [redacted]
Review: Horribly disrespectful security employees ([redacted]. ) laughed in my face. Horribly rude. No contact after complaint was filed. False information given by [redacted] #20 (sercurity supervisor) and [redacted] (security manager). [redacted] informed I would be contacted within 24 to 48 hours to discuss complaint. Went to location because no one contacted me. Was told I was disruptive though I was very quiet and pleasant. Was told on phone when I followed up before my visit I was a "Do not call customer". Was told that they would call the police if I didn't leave though I was not causing any disruption. Called several times was put on hold. Final call was told that if I call again they will contact MPD (Milwaukee Police Department) and accuse me of harassment. I contacted MPD this was a flat out lie. Was told "We no longer want your business". Explained that was fine but still does not correct my issue with how I was treated at the business. Called back and explained to Pat that telling customers that if you call and complain they cannot call MPD for harassment. Left phone not on hold. Could hear them say "just leave it". All this is on camera. Also a guy named [redacted] (Guest service Manager) was also very rude. Talked over me many times. Disrespectful. Ultimately I tried to contact [redacted] (security manager) multiple times that evening and she never answered.Desired Settlement: A personal apology from each person involved. Removal of "ban" and a credit.
Business
Response:
Ms. [redacted]
Trade Practice Consultant
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 30 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. 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 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.
Review: On December 26, 2014 my wife, sister, son, and I went to Potawatomi Casino for the day. At entering my 22 year old son was asked for an I.D. Since he didn’t have a driver’s license he showed his F.O.I.D card which is issued by the Illinois State Police after a background check. It has the same information a driver’s license has. The security officer was unfamiliar with it and called his supervisor. His supervisor explained to him what it was and stated it was a valid I.D.
We attended the breakfast bingo, had lunch in the restaurant, played in the casino, and attended the matinee bingo. Usually we wait an hour after the matinee bingo to leave for home because traffic is lighter. During that time I usually sit in the foyer and read while the others play in the casino.
On this day while I was reading, my son came to me and explained that a different security officer stopped him and asked for I.D. The officer called his supervisor, who glanced at the I.D. without taking it into his hands and reading it, then denied it. To make matters worse, as my son was explaining this to me, 2 security officers came up to us and told my son he had to leave the building now. They then escorted us out of the building.Desired Settlement: I would like Potawatomi Casino to apoligize to my son ([redacted] Jr.), to compensate him for the undue embarrassment and denial of gaming,
and to ensure all officers are educated in what a valid I.D. consists of, including I.D.'s from neighboring states.
Business
Response:
I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding his frustration regarding his son presenting his F.O.I.D. card as valid ID to game at our Casino. After review of this situation and confirmation of what valid forms of identification we accept for entrance to our gaming areas, I found that we do not accept the F.O.I.D. card as a valid ID to be on property. I do so sincerely apologize that there was confusion from our Security Officers about accepting this form of ID during their last visit, but we have not had this type of ID presented recently. Our Security Management is informing all our Officers that we do not accept this type of ID so this type of unpleasant situation will be avoided in the future. Ms. [redacted], we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. Again, I apologize that there was confusion in this instance! There are only certain types of identification cards we accept. For example, we do accept Driver’s License, state issued ID cards, Passports and Tribal ID’s for entrance to our facility. I do hope that Mr.[redacted] and his family will visit us again in the future and if he has further questions about what valid ID’s are accepted, he will contact Guest Relations for assistance! Kindest regards, [redacted] | Guest Relations ManagerPotawatomi Hotel & Casino | 1721 W. Canal Street, Milwaukee, WI 53233P: [redacted]
Review: On May 2, 2015, my wife, [redacted] and I had our wedding reception at Potawatomi Hotel. On April 30, 2015, we paid our bill in full with the understanding that our reception would have an "open bar" from 5:00-6:00pm. When we arrived at our reception, we were informed that there was a "cash bar" instead of an "open bar". Knowing that there would be an open bar from 5:00-6:00pm, our family and friends questioned the bartenders who replied that they were not aware of an open bar. When we arrived at approximately 5:45pm, our wedding planner, [redacted], was not immediately available to rectify the situation. When [redacted] finally arrived, she admitted she made a mistake and would have the "open bar" from 8:30-9:30pm, never mentioning we would receive another bill.
The week after our wedding, we receive a bill for $2,138.98. Immediately, I requested a meeting with [redacted] and her supervisor. This meeting was scheduled, rescheduled, and canceled several times. In frustration, I arranged to meet with [redacted], Director of Potawatomi Hotel.
Our meeting with [redacted] was scheduled for July 7, 2015 at 5:30pm. After waiting one hour for his arrival, he apologized by offering us dinner and cocktails, which we declined. Both [redacted] and I stated our positions. [redacted] offered us a complimentary room including champagne and breakfast on our first wedding anniversary, which we declined. He then wanted to know what I wanted as a resolution. I stated that I didn't want his offer; I wanted the bill to be dismissed. He said he would discuss this with his financial advisors and get back to us the next day. Four days later, [redacted] contacted me with an offer of $1,069.49. If we did not accept this offer, he would turn this matter over to his attorneys. I did not agree with this solution.Desired Settlement: I do not feel that I am responsible to pay for the mistake made by a Potawatomi employee. I feel that this bill should be dismissed.
Business
Response:
I am writing in response to complaint ID#[redacted] that was submitted by [redacted] regarding disputed charges for his wedding reception at Potawatomi Hotel & Casino on May 2, 2015. After discussing this situation with our Hotel Director, the details of this event are as follows. Planning and execution of any event is a multi-step process. There is the initial contract signing, followed by a series of meetings to review and finalize all details. Then there is the final review of the Banquet Event Order (BEO) a few days prior to the event in which all the details, timeline and number of meals are reviewed, agreed to and signed. A copy of the BEO will be available on Monday and forwarded to you, Ms. [redacted]. In the final review, the client approved a pre-dinner cocktail reception, not a “hosted” bar in which Mr. [redacted] would be providing cocktails to his guest and having those costs added to his final bill. There was no mention of a hosted bar in the signed BEO, therefore none was scheduled that day. Apparently Mr. [redacted] may have intended to have what is known as a “hosted” or “open” bar for an hour prior to the wedding dinner for his guests. He made this known to the meeting planner at 6:45 pm during the event after the pre-dinner cocktail hour was completed, so she suggested he provide a post-dinner hosted bar from 8 – 9pm. Mr. [redacted] accepted and the banquet supervisor confirmed the acceptance with Mr. [redacted] at the head table. The event staff quickly set up and provided a hosted bar from 8 – 9pm, which totaled the amount of $2,138.98 dollars. Understanding that Mr. [redacted] may have been confused, the meeting planner offered a 30% discount in the amount of $740 off the hosted bar cost of $2,138.98 as a gesture of good faith. At the conclusion of the event, Mr. [redacted] was not satisfied with that solution and asked to speak with someone else. The Hotel Operations Manager spoke with Mr. [redacted] and informed him he was required to pay the bill for the hosted bar. The Hotel Director was currently out of the country, but he then contacted Mr. [redacted] upon his return to discuss the issue further. In the interest of resolving the issue and before knowing Mr. [redacted] had twice confirmed acceptance of the 8-9pm hosted bar offer, the Hotel Director increased the discount to 50% in the spirit of good guest service. In summary, the beverages were consumed by Mr. [redacted]’s guests, the meeting planner addressed a client request that was not originally contracted for and Mr. [redacted] does not want to pay the discounted amount for what he verbally contracted for during his event. The event food and service was excellent, per Mr. [redacted]’s comments. Our Hotel Director firmly believes his offer to discount the bar bill by 50% is generous and reflects a sincere remedy to the alleged misunderstanding. We believe Mr. [redacted] is being unreasonable in expecting a free bar bill after confirming acceptance of the 8-9pm hosted option that evening. Our Hotel Director will be following up with our Legal Department to insure the collection of the outstanding $1,069.49, if payment arrangements are not made immediately.
Review: I have several frustrations with them about honestly, but why I an writing here is you get reward money depending on how much you sepend over the last year there is a diferent exscuse on why they wont give me what ther mailer says I will get after a drive down to get it. IOver the year its has been frustrating over $150 that I qualified for but would not give me either sayng there card that they send me does not match the computer wont get supervisor. They keep clearing out my card then when I go to use I have to get a new card and get told I have to wait up to a week than card still doesn't work now expired. Today I called down there they said card and coupon code was good, will I need anything else - no. I get a ride down again my card was no good they confiscated it and told me I needed ID to get back I said I asked about this on phone an was assured would not need just to reisuee card, I told them my ID expired about 2 months a ago they told me I would not need it and even if I did that would be ok to check info. I have spent well over $100 in gas going there to get what promised and nothing happens. I don't think you can do much about this but wanted to file a complaite so that people see how this company runs.Desired Settlement: Refund for gas and for there promotions that could not be used $250 would be the absolute minimum that I lost here I know if was more like $350 but would get of complaint for that partial.
Business
Response:
I am writing in response to the complaint ID# [redacted] that was submitted by [redacted] regarding his frustrations with redeeming his Fire Keeper’s Club offers. After careful review of Mr. [redacted] Fire Keeper’s Club account information, I found that the photo ID/Driver’s License we have scanned in our system expired in June of this year. In our Fire Keeper’s Club brochure and on our website, the rules and regulations for our club card use states: “To redeem points, special offers or gifts, members must present their Fire Keeper’s Club card along with a valid photo ID displaying the same name that is on the Fire Keeper’s Club card. A member must be present to redeem points and power of attorney or other authority appointing another person to redeem a member’s points will not be accepted.” [redacted] will need to present a valid, current ID to redeem any offers extended to him. Unfortunately, any offers that were valid in the past and are now expired cannot be redeemed.
[redacted], we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. The rule of presenting a valid ID along with the guest’s Fire Keeper’s Club card for offer redemption protects our guests from others fraudulently redeeming offers extended only to them. I sincerely hope [redacted] will visit us again in the future and if he has further issues with his card once he is able to present a valid ID, he will contact Guest Relations for assistance!
Kindest regards,
[redacted] | Guest Relations Manager
Potawatomi Bingo Casino | 1721 W. Canal Street, Milwaukee, WI 53233
Review: In the later part of this year my wife and I went to Potawatomi Casino and attempted to use our Fire Keepers Club points. At this time we were told our points were expired due to over a year of inactivity. However in February of this year my wife and I were at Potawatomi and used our cards while playing slots and blackjack. I have addressed this in person at the customer service desk and also emailed to have customer service review both my wife and my account. In both situations the representative stated there was nothing they could do as there was no activity on our account from the February trip.
#[redacted]Desired Settlement: I would like either the points or an equivalent given back to both my wife and I as the points from the Club were earned.
Business
Response:
I am writing in response to the complaint ID# [redacted] that was submitted by [redacted] regarding his and his wife’s expired FKC points. After reviewing both [redacted]’s and his wife, [redacted]’s accounts there was no gaming activity recorded on either account in February as he states in his complaint. If either or both guests had used their Fire Keeper’s Club Cards when they were allegedly playing in February, their play would have been recorded. In our Fire Keeper’s Club brochure and on our website, the rules and regulations for club card use states: Members are responsible for presenting their card to a pit supervisor when participating in table games play and for properly inserting their Club card into the card reader on any slot, video poker or other video game. Members are responsible for confirming that the card has been verified and accepted before continuing play. Members will not receive benefits if the card is not presented or properly inserted prior to play. Seek assistance from a Fire Keeper’s Club staff member if needed.
In [redacted] account, he had no recorded activity from 8/31/10 until 4/29/12. In Ms. [redacted] account, she had no recorded activity from 3/31/10 until 3/22/12. With both accounts, the next recorded day of activity on either account is 7/7/13. In our Fire Keeper’s Club brochure and on our website, the rules and regulations for the club reads “Accounts without activity for 12 consecutive months will become inactive and all unredeemed points will be forfeited.” Clearly we waited more than the 12 month period to expire both members’ points.
In summary, even if both guests did game here in February of 2013 and used their Fire Keeper’s Club Cards their accounts were inactive for more than 12 months and their points were eligible to expire prior to February. Our Fire Keeper’s Club rules are publicly available on our website at http://paysbig.com/casino/players-club/rules-and-regulations/ and also in brochure form at our Casino.
[redacted], we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. I sincerely hope [redacted] and [redacted] will visit us again in the future! Please contact me if you have questions or if I can be of further assistance.
Kindest regards,
[redacted] | [redacted]
Potawatomi Bingo Casino | 1721 W. Canal Street, Milwaukee, WI 53233
I play quite often at the casino in Potowatami. First the temperature is always cold. You could turn the temperature to a warmer place to play. I have been to The Little River Casino in Manistee, MI. The temperature is always comfortable. When an individual wins a jackpot they place a plastic flower leis on the individual. Then they have a cylinder that they pop that has silver confetti on the person. They even do this for Keno Players besides taking a picture of you. It's a lot of fun. While they are about half the size of Potowatami, Potowatami could do something similar to Players who hit a jackpot of $2000 or more leis you could do something similar to what the Little River Casino and Hotel does for their customers.It appears that all Potowatami is only interested to making money; not making it more fun for players.
Review: On November 7th between 7:30pm and 8pm I was playing blackjack at Potowatomi Bingo and casino. I spoke with a gentalmen at the table who exchanged chips with me a couple of times during play. I offered to pay for a drink that he had ordered and turned toward the server to pay for the drink when the gentelmen picked up my chips and placed the entire amount of $200 on one hand. I did not authorize him to do anything like that.The dealer would not allow me to remove the bet because the cards were delt. I spoke with the table manager and she told me that she looked at the video and that I had indeed placed the bet. This is an out right lie! I never did such a thing. I also found out that she is not allowed to look at the video and that someone else looked at the video. I did not do this and I would like an independent person to look at the video because they are not speaking the truth.Desired Settlement: I would like to receive a refund of $200.
Business
Response:
I am responding to customer [redacted] complaint ID #[redacted] regarding his experience at our Casino on November 6, 2013. He did state the problem occurred on the 7th, but after research it was clearly on November 6th. The video review of the event in question was completed that evening and also re-reviewed upon receipt of your correspondence. The findings were confirmed that evening and again today. At no time on November 6th did video show any other player removing chips from [redacted] bankroll and placing them in his betting spot. Video shows that the other gentlemen in question put his own chips, on behalf of [redacted] in [redacted] betting spot. Before any cards were dealt, [redacted] exercised his option to reduce the wager to his desired level by removing chips from his spot. We respectively disagree with [redacted] and an independent review has confirmed our initial findings.
[redacted], we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. I sincerely hope [redacted] will visit us again in the future! Please contact me if you have questions or if I can be of further assistance.
Review: I received a coupon for $10.00 in table Games Match Play redeem at any fire Keeper's Club Booth I got my certificate from fire keeper's club booth and proceeded to play. I went to roulette table where I learned I need to make one bet with $10.00 certificate and add $10.00 Cash for a total of a $20.00 bet. So I decided to use the $10.00 certificate and $10.00 cash on Red at Roulette table. I won and when I got my payout it was only $30.00. Typically, when you win a $20.00 bet on Red on Roulette table the payout should be $40.00 they only gave me $30.00. I spoke to table games pit boss and I filed a guest services report. But feeling unsatistified I am filing written complaint you today.
I traveled over 25 miles to play my $10.00 match play coupon. The rules are not listed on the coupon I received to intice me to go play at potawatomi. The rules are not listed on the certificate they give you at the fire keeper's Club Booth. Only when you win do you finally know that you will not receive the full amount due, the coupon is completely mis-leading.
After talking to table games pit boss and anyone else I could possibly talk to not one person had power to reimburse me $10.00 and even said they have been running this coupon for 3 years and to their knowledge no one has complained. I knew I am wise consumer but had no idea I was this wise. I can hardly believe the rest of the world has not recognised this as unfair practiseDesired Settlement: I want my $10.00 and I want to be reimbursed for my travel expenses and I want an apology and I want to coupon to disclose payouts.
Business
Response:
I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding her use of a promotional Match Play Coupon at our Casino. After review of this situation and confirmation of how the use of a Match Play Coupon works, I found she was paid correctly for her winning hand at Roulette. I do so sincerely apologize that there was confusion regarding this situation. The way we process our promotional Match Play Coupons is standard to the industry. The Match Play Coupon has no cash value. As Ms. [redacted] wrote in her complaint, she placed a bet using a $10 Match Play Coupon and two $5 Gaming Chips, which she purchased with cash. She did win that particular hand and it pays dollar for dollar in Gaming Chips. She won $10 using the Match Play Coupon and $10 using the two $5 Gaming Chips which is a $20 win for that hand. Since the Match Play Coupon has no cash value and can only be used one time, the dealer collected it at the end of that hand. She then took the remaining $30 in Gaming Chips off the table and was correctly paid. This whole procedure was explained to Ms. [redacted] at the Roulette Table by a Management representative from the Table Games Department. Ms. [redacted] also completed a Guest Service Report regarding this situation. A representative from Guest Relations and Table Games did call Ms. [redacted] regarding her written complaint, but neither received a return call from her with any further questions. Ms. [redacted] did express concern regarding the disclaimer language on the coupon not clearly explaining that the promotional Match Play Coupon has no cash value. To clear up any confusion on this issue, we will be adding additional language specifically addressing that the Match Play Coupon has no cash value in the future. Ms. [redacted], we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. Again, 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 questions about our promotions she should contact Guest Relations for assistance! Kindest regards, [redacted] | Guest Relations ManagerPotawatomi Hotel & Casino | [redacted]P: [redacted] | C: [redacted] | F: [redacted] | E: [redacted]
I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding her use of a promotional Match Play Coupon at our Casino After review of this situation and confirmation of how the use of a Match Play Coupon works, I found she was paid correctly for her winning hand at Roulette I do so sincerely apologize that there was confusion regarding this situation The way we process our promotional Match Play Coupons is standard to the industry The Match Play Coupon has no cash value As Ms [redacted] wrote in her complaint, she placed a bet using a $Match Play Coupon and two $Gaming Chips, which she purchased with cash She did win that particular hand and it pays dollar for dollar in Gaming Chips She won $using the Match Play Coupon and $using the two $Gaming Chips which is a $win for that hand Since the Match Play Coupon has no cash value and can only be used one time, the dealer collected it at the end of that hand She then took the remaining $in Gaming Chips off the table and was correctly paid This whole procedure was explained to Ms [redacted] at the Roulette Table by a Management representative from the Table Games Department Ms [redacted] also completed a Guest Service Report regarding this situation A representative from Guest Relations and Table Games did call Ms [redacted] regarding her written complaint, but neither received a return call from her with any further questionsMs [redacted] did express concern regarding the disclaimer language on the coupon not clearly explaining that the promotional Match Play Coupon has no cash value To clear up any confusion on this issue, we will be adding additional language specifically addressing that the Match Play Coupon has no cash value in the futureMs [redacted] , we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently Again, 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 questions about our promotions she should contact Guest Relations for assistance! Kindest regards, [redacted] *** | Guest Relations ManagerPotawatomi Hotel & Casino | [redacted] ***P: [redacted] | C: [redacted] | F: [redacted] | E: [redacted]
I am writing in response to complaint ID# [redacted] that was submitted by [redacted] *** regarding his frustration regarding his son presenting his F.O.I.Dcard as valid ID to game at our Casino After review of this situation and confirmation of what valid forms of identification we accept for entrance to our gaming areas, I found that we do not accept the F.O.I.Dcard as a valid ID to be on property I do so sincerely apologize that there was confusion from our Security Officers about accepting this form of ID during their last visit, but we have not had this type of ID presented recently Our Security Management is informing all our Officers that we do not accept this type of ID so this type of unpleasant situation will be avoided in the futureMs [redacted] , we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently Again, I apologize that there was confusion in this instance! There are only certain types of identification cards we accept For example, we do accept Driver’s License, state issued ID cards, Passports and Tribal ID’s for entrance to our facility I do hope that Mr[redacted] and his family will visit us again in the future and if he has further questions about what valid ID’s are accepted, he will contact Guest Relations for assistance! Kindest regards, [redacted] *** | Guest Relations ManagerPotawatomi Hotel & Casino | WCanal Street, Milwaukee, WI 53233P: [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted]
I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding her use of a promotional Match Play Coupon at our Casino. After review of this situation and confirmation of how the use of a Match Play Coupon works, I found she was paid correctly for her...
winning hand at Roulette. I do so sincerely apologize that there was confusion regarding this situation. The way we process our promotional Match Play Coupons is standard to the industry. The Match Play Coupon has no cash value. As Ms. [redacted] wrote in her complaint, she placed a bet using a $10 Match Play Coupon and two $5 Gaming Chips, which she purchased with cash. She did win that particular hand and it pays dollar for dollar in Gaming Chips. She won $10 using the Match Play Coupon and $10 using the two $5 Gaming Chips which is a $20 win for that hand. Since the Match Play Coupon has no cash value and can only be used one time, the dealer collected it at the end of that hand. She then took the remaining $30 in Gaming Chips off the table and was correctly paid. This whole procedure was explained to Ms. [redacted] at the Roulette Table by a Management representative from the Table Games Department. Ms. [redacted] also completed a Guest Service Report regarding this situation. A representative from Guest Relations and Table Games did call Ms. [redacted] regarding her written complaint, but neither received a return call from her with any further questions. Ms. [redacted] did express concern regarding the disclaimer language on the coupon not clearly explaining that the promotional Match Play Coupon has no cash value. To clear up any confusion on this issue, we will be adding additional language specifically addressing that the Match Play Coupon has no cash value in the future. Ms. [redacted], we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. Again, 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 questions about our promotions she should contact Guest Relations for assistance! Kindest regards, [redacted] | Guest Relations ManagerPotawatomi Hotel & Casino | [redacted]P: [redacted] | C: [redacted] | F: [redacted] | E: [redacted]
I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding his frustration regarding his son presenting his F.O.I.D. card as valid ID to game at our Casino. After review of this situation and confirmation of what valid forms of identification we...
accept for entrance to our gaming areas, I found that we do not accept the F.O.I.D. card as a valid ID to be on property. I do so sincerely apologize that there was confusion from our Security Officers about accepting this form of ID during their last visit, but we have not had this type of ID presented recently. Our Security Management is informing all our Officers that we do not accept this type of ID so this type of unpleasant situation will be avoided in the future. Ms. [redacted], we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. Again, I apologize that there was confusion in this instance! There are only certain types of identification cards we accept. For example, we do accept Driver’s License, state issued ID cards, Passports and Tribal ID’s for entrance to our facility. I do hope that Mr.[redacted] and his family will visit us again in the future and if he has further questions about what valid ID’s are accepted, he will contact Guest Relations for assistance! Kindest regards, [redacted] | Guest Relations ManagerPotawatomi Hotel & Casino | 1721 W. Canal Street, Milwaukee, WI 53233P: [redacted] * [redacted] * [redacted] * ** [redacted]
Potowatomi is the worst casino I have ever been to in my life. They are very rude to paying customers and offer as least comps as they possibly can. After losing $340, and $400 the week before, and thousands over the years, when I went to retrieve my car from valet, I was told my gold or yellow card has expired and I needed to pay $10. I had no idea my card expired. The casino doesn't send any notice to patrons via email or regular mail. Valet showed me an expiration date on my card, which meant absolutely nothing because I have several player's cards with different expiration dates. The cards still play when I stick them in machines, and I can still redeem points, food coupons, and everything else. So again, the expiration date on the card means nothing. I would not know my card is expired unless told. So how [removed] embarrassing to be told I would have to wait for a supervisor. I asked them, "what are you gonna do, hold my [removed] car" ? I was told no, but if it happens again I would not be able to use valet again. You [removed] need to get over yourselves. I lost $340 in less than an hour and had no notice my card was expired and you guys came at me with this [removed]. My losses paid for my [removed] parking. I have played at this casino for over 20 years and they have only gotten worse as far as payouts and perks. They never have to worry about me parking in valet, because I won't be stepping door inside of that [removed]. I will be taking my money elsewhere, where the comps, wins, and hospitality are way better. Besides, everytime you turn around, it's some [removed] cracker winning thousands while blacks play just as much but barely win peanuts. I hope this all comes to light in some big way, but it probably won't because Porowatomi pays the state off to screw people over. [removed] your casino as it is the worse. I have played at better and will continue to do so because you guys [removed].
Review: My problem first started on February 7, 2016 I was waiting in the lobby of the hotel at Potawatomi Bingo Hotel & Casino I was told by an employee at the front desk that I would be able to check in on 2/07/2016 at 4:00 am, but when I got to the hotel I was told that the policy had change and that they couldn't do that anymore that I had to wait till 11:00 am to check in so while waiting in the lobby as I was instructed by hotel management I could I start to doze a little because I was so tired from waiting I was approach by security and told that I couldn't doze off and I needed to stay awake (mind you I had worked 11-12 hr shifts all week prior!) so I said I would try so I dozed again so more security came check and seen I had an reservation for that day they asked for my ID to make sure of the reservation then they told me if I was to doze again I would be kicked out for loitering I asked how would I be loitering if I had reservations at the hotel from 02/07/2016-02/09/2016 they couldn't answer so I asked for someone from guest relations I spoke with someone he was not trying to hear me he was talking over me so I asked for his supervisor he denied me of that so one of the security officers stated that I file an complaint and attention it to his supervisor witch I did she called and said she will look into it. So on my day of check out witch is at 11 am but I requested an late check out so I was given till 12 pm to check out I got up around 5 or 6 am to go down to the casino to do some gaming I was playing a slot when I was approached by two private security officers and two regular officers who asked me to cash out and follow them to the hotel to pay for my stay at that time I asked why was I being asked to do so before it was even checkout time and I was told by security and the young lady at the front desk they didn't know why I was being asked to do so at that moment so I just paid and so I filed another complaint with guest relations then I went to work and came back to play bingo and eat and game more on the slots with my little sister and mom and was approached again around 1:00 or 1:30 am on 02/10/2016 and was told I was banned because housekeeping found pot in my room no police was called I just was banned from the whole place and I was never shown the pot that was suppose to been found or anything and they came this time with over ten different officers I was once again walked out and embarrassed for no reason I don't understand I have been coming to this place since I was 18 years of age everyone knows me there I've stayed at the hotel over 50 or more times since they've open and to be treated like this must be an foul act of retaliation for my complaintsDesired Settlement: To find out where did the pot come from and if I was banned why was I allowed back in the place and allowed to spend more money before they notified me of the ban and embarrassed me again for something I did not do!!! I need answers!!!
Business
Response:
Tell us why here...
Ms. [redacted]
Trade Practice Consultant
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,
Guest Relations Manager
Review: I booked 2 hotel rooms in June for under 200 each. I was charged 413 for each for a night stay. I was quoted a price and total by their staff and verified with them. Never got an email to confirm so called a week or 2 later to confirm and no change in cost. Unfortunately I did not pay attention upon check in to notice the charge but found the charge on my credit card. When I called to complain, I went through 5 different " supervisors" and no one able to help. 2 were extremely rude. I then got a call today from " another supervisor" who was to be higher up than the other 5. Again I explained that I did not book these rooms for 359 a night but he would not assist me in correcting two of his employees quotes that were given to me.Desired Settlement: Billing corrected
Business
Response:
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 2 reservations each for a two night stay with arrival on July 17th (two rooms for two nights each) at 12:48 pm. She was quoted a rate of $359.00 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 12:11 pm. Her rate of $359.00 plus tax per room, per night, was again confirmed. Ms. [redacted] was sent a confirmation email on June 21st at 12:35 pm to [redacted] which shows as successfully sent in our system. When Ms. [redacted] checked into our Hotel on July 17th, she was provided with a registration card for each of the two reservations (room #915 & #916). Each card clearly shows the room rate of $359.00 and she provided her signature on both registration cards in acknowledgment and agreement. I have attached several supporting documents to this email for your review. In 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 | 1721 W. Canal Street, Milwaukee, WI 53233P: 414-847-7899 | C: 414-687-8490 | F: 414-645-6866 | E: [redacted]
Review: Horribly disrespectful security employees ([redacted]. ) laughed in my face. Horribly rude. No contact after complaint was filed. False information given by [redacted] #20 (sercurity supervisor) and [redacted] (security manager). [redacted] informed I would be contacted within 24 to 48 hours to discuss complaint. Went to location because no one contacted me. Was told I was disruptive though I was very quiet and pleasant. Was told on phone when I followed up before my visit I was a "Do not call customer". Was told that they would call the police if I didn't leave though I was not causing any disruption. Called several times was put on hold. Final call was told that if I call again they will contact MPD (Milwaukee Police Department) and accuse me of harassment. I contacted MPD this was a flat out lie. Was told "We no longer want your business". Explained that was fine but still does not correct my issue with how I was treated at the business. Called back and explained to Pat that telling customers that if you call and complain they cannot call MPD for harassment. Left phone not on hold. Could hear them say "just leave it". All this is on camera. Also a guy named [redacted] (Guest service Manager) was also very rude. Talked over me many times. Disrespectful. Ultimately I tried to contact [redacted] (security manager) multiple times that evening and she never answered.Desired Settlement: A personal apology from each person involved. Removal of "ban" and a credit.
Business
Response:
Ms. [redacted]
Trade Practice Consultant
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 30 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. 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 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,
Guest Relations Manager
Consumer
Response:
Review: On December 26, 2014 my wife, sister, son, and I went to Potawatomi Casino for the day. At entering my 22 year old son was asked for an I.D. Since he didn’t have a driver’s license he showed his F.O.I.D card which is issued by the Illinois State Police after a background check. It has the same information a driver’s license has. The security officer was unfamiliar with it and called his supervisor. His supervisor explained to him what it was and stated it was a valid I.D.
We attended the breakfast bingo, had lunch in the restaurant, played in the casino, and attended the matinee bingo. Usually we wait an hour after the matinee bingo to leave for home because traffic is lighter. During that time I usually sit in the foyer and read while the others play in the casino.
On this day while I was reading, my son came to me and explained that a different security officer stopped him and asked for I.D. The officer called his supervisor, who glanced at the I.D. without taking it into his hands and reading it, then denied it. To make matters worse, as my son was explaining this to me, 2 security officers came up to us and told my son he had to leave the building now. They then escorted us out of the building.Desired Settlement: I would like Potawatomi Casino to apoligize to my son ([redacted] Jr.), to compensate him for the undue embarrassment and denial of gaming,
and to ensure all officers are educated in what a valid I.D. consists of, including I.D.'s from neighboring states.
Business
Response:
I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding his frustration regarding his son presenting his F.O.I.D. card as valid ID to game at our Casino. After review of this situation and confirmation of what valid forms of identification we accept for entrance to our gaming areas, I found that we do not accept the F.O.I.D. card as a valid ID to be on property. I do so sincerely apologize that there was confusion from our Security Officers about accepting this form of ID during their last visit, but we have not had this type of ID presented recently. Our Security Management is informing all our Officers that we do not accept this type of ID so this type of unpleasant situation will be avoided in the future. Ms. [redacted], we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. Again, I apologize that there was confusion in this instance! There are only certain types of identification cards we accept. For example, we do accept Driver’s License, state issued ID cards, Passports and Tribal ID’s for entrance to our facility. I do hope that Mr.[redacted] and his family will visit us again in the future and if he has further questions about what valid ID’s are accepted, he will contact Guest Relations for assistance! Kindest regards, [redacted] | Guest Relations ManagerPotawatomi Hotel & Casino | 1721 W. Canal Street, Milwaukee, WI 53233P: [redacted]
Review: On May 2, 2015, my wife, [redacted] and I had our wedding reception at Potawatomi Hotel. On April 30, 2015, we paid our bill in full with the understanding that our reception would have an "open bar" from 5:00-6:00pm. When we arrived at our reception, we were informed that there was a "cash bar" instead of an "open bar". Knowing that there would be an open bar from 5:00-6:00pm, our family and friends questioned the bartenders who replied that they were not aware of an open bar. When we arrived at approximately 5:45pm, our wedding planner, [redacted], was not immediately available to rectify the situation. When [redacted] finally arrived, she admitted she made a mistake and would have the "open bar" from 8:30-9:30pm, never mentioning we would receive another bill.
The week after our wedding, we receive a bill for $2,138.98. Immediately, I requested a meeting with [redacted] and her supervisor. This meeting was scheduled, rescheduled, and canceled several times. In frustration, I arranged to meet with [redacted], Director of Potawatomi Hotel.
Our meeting with [redacted] was scheduled for July 7, 2015 at 5:30pm. After waiting one hour for his arrival, he apologized by offering us dinner and cocktails, which we declined. Both [redacted] and I stated our positions. [redacted] offered us a complimentary room including champagne and breakfast on our first wedding anniversary, which we declined. He then wanted to know what I wanted as a resolution. I stated that I didn't want his offer; I wanted the bill to be dismissed. He said he would discuss this with his financial advisors and get back to us the next day. Four days later, [redacted] contacted me with an offer of $1,069.49. If we did not accept this offer, he would turn this matter over to his attorneys. I did not agree with this solution.Desired Settlement: I do not feel that I am responsible to pay for the mistake made by a Potawatomi employee. I feel that this bill should be dismissed.
Business
Response:
I am writing in response to complaint ID#[redacted] that was submitted by [redacted] regarding disputed charges for his wedding reception at Potawatomi Hotel & Casino on May 2, 2015. After discussing this situation with our Hotel Director, the details of this event are as follows. Planning and execution of any event is a multi-step process. There is the initial contract signing, followed by a series of meetings to review and finalize all details. Then there is the final review of the Banquet Event Order (BEO) a few days prior to the event in which all the details, timeline and number of meals are reviewed, agreed to and signed. A copy of the BEO will be available on Monday and forwarded to you, Ms. [redacted]. In the final review, the client approved a pre-dinner cocktail reception, not a “hosted” bar in which Mr. [redacted] would be providing cocktails to his guest and having those costs added to his final bill. There was no mention of a hosted bar in the signed BEO, therefore none was scheduled that day. Apparently Mr. [redacted] may have intended to have what is known as a “hosted” or “open” bar for an hour prior to the wedding dinner for his guests. He made this known to the meeting planner at 6:45 pm during the event after the pre-dinner cocktail hour was completed, so she suggested he provide a post-dinner hosted bar from 8 – 9pm. Mr. [redacted] accepted and the banquet supervisor confirmed the acceptance with Mr. [redacted] at the head table. The event staff quickly set up and provided a hosted bar from 8 – 9pm, which totaled the amount of $2,138.98 dollars. Understanding that Mr. [redacted] may have been confused, the meeting planner offered a 30% discount in the amount of $740 off the hosted bar cost of $2,138.98 as a gesture of good faith. At the conclusion of the event, Mr. [redacted] was not satisfied with that solution and asked to speak with someone else. The Hotel Operations Manager spoke with Mr. [redacted] and informed him he was required to pay the bill for the hosted bar. The Hotel Director was currently out of the country, but he then contacted Mr. [redacted] upon his return to discuss the issue further. In the interest of resolving the issue and before knowing Mr. [redacted] had twice confirmed acceptance of the 8-9pm hosted bar offer, the Hotel Director increased the discount to 50% in the spirit of good guest service. In summary, the beverages were consumed by Mr. [redacted]’s guests, the meeting planner addressed a client request that was not originally contracted for and Mr. [redacted] does not want to pay the discounted amount for what he verbally contracted for during his event. The event food and service was excellent, per Mr. [redacted]’s comments. Our Hotel Director firmly believes his offer to discount the bar bill by 50% is generous and reflects a sincere remedy to the alleged misunderstanding. We believe Mr. [redacted] is being unreasonable in expecting a free bar bill after confirming acceptance of the 8-9pm hosted option that evening. Our Hotel Director will be following up with our Legal Department to insure the collection of the outstanding $1,069.49, if payment arrangements are not made immediately.
Consumer
Response:
Review: I have several frustrations with them about honestly, but why I an writing here is you get reward money depending on how much you sepend over the last year there is a diferent exscuse on why they wont give me what ther mailer says I will get after a drive down to get it. IOver the year its has been frustrating over $150 that I qualified for but would not give me either sayng there card that they send me does not match the computer wont get supervisor. They keep clearing out my card then when I go to use I have to get a new card and get told I have to wait up to a week than card still doesn't work now expired. Today I called down there they said card and coupon code was good, will I need anything else - no. I get a ride down again my card was no good they confiscated it and told me I needed ID to get back I said I asked about this on phone an was assured would not need just to reisuee card, I told them my ID expired about 2 months a ago they told me I would not need it and even if I did that would be ok to check info. I have spent well over $100 in gas going there to get what promised and nothing happens. I don't think you can do much about this but wanted to file a complaite so that people see how this company runs.Desired Settlement: Refund for gas and for there promotions that could not be used $250 would be the absolute minimum that I lost here I know if was more like $350 but would get of complaint for that partial.
Business
Response:
I am writing in response to the complaint ID# [redacted] that was submitted by [redacted] regarding his frustrations with redeeming his Fire Keeper’s Club offers. After careful review of Mr. [redacted] Fire Keeper’s Club account information, I found that the photo ID/Driver’s License we have scanned in our system expired in June of this year. In our Fire Keeper’s Club brochure and on our website, the rules and regulations for our club card use states: “To redeem points, special offers or gifts, members must present their Fire Keeper’s Club card along with a valid photo ID displaying the same name that is on the Fire Keeper’s Club card. A member must be present to redeem points and power of attorney or other authority appointing another person to redeem a member’s points will not be accepted.” [redacted] will need to present a valid, current ID to redeem any offers extended to him. Unfortunately, any offers that were valid in the past and are now expired cannot be redeemed.
[redacted], we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. The rule of presenting a valid ID along with the guest’s Fire Keeper’s Club card for offer redemption protects our guests from others fraudulently redeeming offers extended only to them. I sincerely hope [redacted] will visit us again in the future and if he has further issues with his card once he is able to present a valid ID, he will contact Guest Relations for assistance!
Kindest regards,
[redacted] | Guest Relations Manager
Potawatomi Bingo Casino | 1721 W. Canal Street, Milwaukee, WI 53233
P: [redacted]
Review: In the later part of this year my wife and I went to Potawatomi Casino and attempted to use our Fire Keepers Club points. At this time we were told our points were expired due to over a year of inactivity. However in February of this year my wife and I were at Potawatomi and used our cards while playing slots and blackjack. I have addressed this in person at the customer service desk and also emailed to have customer service review both my wife and my account. In both situations the representative stated there was nothing they could do as there was no activity on our account from the February trip.
#[redacted]Desired Settlement: I would like either the points or an equivalent given back to both my wife and I as the points from the Club were earned.
Business
Response:
I am writing in response to the complaint ID# [redacted] that was submitted by [redacted] regarding his and his wife’s expired FKC points. After reviewing both [redacted]’s and his wife, [redacted]’s accounts there was no gaming activity recorded on either account in February as he states in his complaint. If either or both guests had used their Fire Keeper’s Club Cards when they were allegedly playing in February, their play would have been recorded. In our Fire Keeper’s Club brochure and on our website, the rules and regulations for club card use states: Members are responsible for presenting their card to a pit supervisor when participating in table games play and for properly inserting their Club card into the card reader on any slot, video poker or other video game. Members are responsible for confirming that the card has been verified and accepted before continuing play. Members will not receive benefits if the card is not presented or properly inserted prior to play. Seek assistance from a Fire Keeper’s Club staff member if needed.
In [redacted] account, he had no recorded activity from 8/31/10 until 4/29/12. In Ms. [redacted] account, she had no recorded activity from 3/31/10 until 3/22/12. With both accounts, the next recorded day of activity on either account is 7/7/13. In our Fire Keeper’s Club brochure and on our website, the rules and regulations for the club reads “Accounts without activity for 12 consecutive months will become inactive and all unredeemed points will be forfeited.” Clearly we waited more than the 12 month period to expire both members’ points.
In summary, even if both guests did game here in February of 2013 and used their Fire Keeper’s Club Cards their accounts were inactive for more than 12 months and their points were eligible to expire prior to February. Our Fire Keeper’s Club rules are publicly available on our website at http://paysbig.com/casino/players-club/rules-and-regulations/ and also in brochure form at our Casino.
[redacted], we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. I sincerely hope [redacted] and [redacted] will visit us again in the future! Please contact me if you have questions or if I can be of further assistance.
Kindest regards,
[redacted] | [redacted]
Potawatomi Bingo Casino | 1721 W. Canal Street, Milwaukee, WI 53233
I play quite often at the casino in Potowatami. First the temperature is always cold. You could turn the temperature to a warmer place to play. I have been to The Little River Casino in Manistee, MI. The temperature is always comfortable. When an individual wins a jackpot they place a plastic flower leis on the individual. Then they have a cylinder that they pop that has silver confetti on the person. They even do this for Keno Players besides taking a picture of you. It's a lot of fun. While they are about half the size of Potowatami, Potowatami could do something similar to Players who hit a jackpot of $2000 or more leis you could do something similar to what the Little River Casino and Hotel does for their customers.It appears that all Potowatami is only interested to making money; not making it more fun for players.
Review: On November 7th between 7:30pm and 8pm I was playing blackjack at Potowatomi Bingo and casino. I spoke with a gentalmen at the table who exchanged chips with me a couple of times during play. I offered to pay for a drink that he had ordered and turned toward the server to pay for the drink when the gentelmen picked up my chips and placed the entire amount of $200 on one hand. I did not authorize him to do anything like that.The dealer would not allow me to remove the bet because the cards were delt. I spoke with the table manager and she told me that she looked at the video and that I had indeed placed the bet. This is an out right lie! I never did such a thing. I also found out that she is not allowed to look at the video and that someone else looked at the video. I did not do this and I would like an independent person to look at the video because they are not speaking the truth.Desired Settlement: I would like to receive a refund of $200.
Business
Response:
I am responding to customer [redacted] complaint ID #[redacted] regarding his experience at our Casino on November 6, 2013. He did state the problem occurred on the 7th, but after research it was clearly on November 6th. The video review of the event in question was completed that evening and also re-reviewed upon receipt of your correspondence. The findings were confirmed that evening and again today. At no time on November 6th did video show any other player removing chips from [redacted] bankroll and placing them in his betting spot. Video shows that the other gentlemen in question put his own chips, on behalf of [redacted] in [redacted] betting spot. Before any cards were dealt, [redacted] exercised his option to reduce the wager to his desired level by removing chips from his spot. We respectively disagree with [redacted] and an independent review has confirmed our initial findings.
[redacted], we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. I sincerely hope [redacted] will visit us again in the future! Please contact me if you have questions or if I can be of further assistance.
Kindest regards,
Review: I received a coupon for $10.00 in table Games Match Play redeem at any fire Keeper's Club Booth I got my certificate from fire keeper's club booth and proceeded to play. I went to roulette table where I learned I need to make one bet with $10.00 certificate and add $10.00 Cash for a total of a $20.00 bet. So I decided to use the $10.00 certificate and $10.00 cash on Red at Roulette table. I won and when I got my payout it was only $30.00. Typically, when you win a $20.00 bet on Red on Roulette table the payout should be $40.00 they only gave me $30.00. I spoke to table games pit boss and I filed a guest services report. But feeling unsatistified I am filing written complaint you today.
I traveled over 25 miles to play my $10.00 match play coupon. The rules are not listed on the coupon I received to intice me to go play at potawatomi. The rules are not listed on the certificate they give you at the fire keeper's Club Booth. Only when you win do you finally know that you will not receive the full amount due, the coupon is completely mis-leading.
After talking to table games pit boss and anyone else I could possibly talk to not one person had power to reimburse me $10.00 and even said they have been running this coupon for 3 years and to their knowledge no one has complained. I knew I am wise consumer but had no idea I was this wise. I can hardly believe the rest of the world has not recognised this as unfair practiseDesired Settlement: I want my $10.00 and I want to be reimbursed for my travel expenses and I want an apology and I want to coupon to disclose payouts.
Business
Response:
I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding her use of a promotional Match Play Coupon at our Casino. After review of this situation and confirmation of how the use of a Match Play Coupon works, I found she was paid correctly for her winning hand at Roulette. I do so sincerely apologize that there was confusion regarding this situation. The way we process our promotional Match Play Coupons is standard to the industry. The Match Play Coupon has no cash value. As Ms. [redacted] wrote in her complaint, she placed a bet using a $10 Match Play Coupon and two $5 Gaming Chips, which she purchased with cash. She did win that particular hand and it pays dollar for dollar in Gaming Chips. She won $10 using the Match Play Coupon and $10 using the two $5 Gaming Chips which is a $20 win for that hand. Since the Match Play Coupon has no cash value and can only be used one time, the dealer collected it at the end of that hand. She then took the remaining $30 in Gaming Chips off the table and was correctly paid. This whole procedure was explained to Ms. [redacted] at the Roulette Table by a Management representative from the Table Games Department. Ms. [redacted] also completed a Guest Service Report regarding this situation. A representative from Guest Relations and Table Games did call Ms. [redacted] regarding her written complaint, but neither received a return call from her with any further questions. Ms. [redacted] did express concern regarding the disclaimer language on the coupon not clearly explaining that the promotional Match Play Coupon has no cash value. To clear up any confusion on this issue, we will be adding additional language specifically addressing that the Match Play Coupon has no cash value in the future. Ms. [redacted], we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. Again, 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 questions about our promotions she should contact Guest Relations for assistance! Kindest regards, [redacted] | Guest Relations ManagerPotawatomi Hotel & Casino | [redacted]P: [redacted] | C: [redacted] | F: [redacted] | E: [redacted]