Red Hawk Casino

Red Hawk is very irresponsible in the way that they handle the situation the altercation happened in the elevator which nobody was present but me my cousin and another young lady that was with us there was no other people in the elevator there was nobody when we got off the elevator when we got off the elevator we were surrounded by 2 Indian patrol cars and about 8 Um They barbated us they asked us questions they brought up a situation that happened with my cousin and her father had nothing to do with the altercation that happened in between us I felt that we were being harassed the 1st they asked that they said that we had a 7 day suspension that we had a 90 days to spendsion I believe that the way they handled the situation was not appropriate I do not agree and I will not sign the paper that I got from redhawk I have never intrigued so horrible and I will not sign those papers I will I do not agree with how they handled it they could have handled it a lot better than they did they tried to get me to press charges on him my cousin they try to get harder to press charges on me know they could have handled that a lot better my cousin wasn't in an ultracation like a year ago with some gal who owns racial color the gal pushed white cousin into All these slot machine my cousin was kicked out for the day and the gal got to stay in there and nothing happened you guys didn't even kick them out not even 90 days not even a 7 day nothing and that was in front of a whole lot of people I just don't understand why we were kicked out for 90 days that doesn't make sense to me you guys are a whole lot of nothing let me tell you you do not know how to handle appropriate Conduct with somebody that has mental heath iissues . You guys need to go to training to learn to handle and talk with people who have these kinds of problems...

To whom it may concern Red hawk casino in el dorado hills used to be my favorite casino but since they have taken all of the 2 favorite slot machines I loved to play! Out! No where in the casino anymore which were CHOY SUN AND DRANGONS and replaced them with other slots that I don't like at all and top it off there are like 10 or 15 of the new slots that suck! And multiple of each new slot so I do not look forward to going to red hawk anymore don't even want to go to get my free gift because there are no slots I like to play there anymore,and I'm not the only one that feels this way my family and friends do also so we STOPPED GOING! We all go to colusa or thunder valley where they have slots I like to play,sorry red hawk you were my favorite casino until you took all of my favorite SLOTS away !

Contacted guest [redacted] and sent copies of W2G form to himMailed the originals to the IRS on 3/29/

I am rejecting this response because:if I was the “only” person to complain how come my [redacted] messenger sent a previous response that they had been notified of this issue and were in contact with another personThis is all toooo fishyHere is that message...and btw I was the first to contact them my boyfriend never even called so how many other complaints are being pushed under the rug? I want my refund for both our buffets! [redacted] [redacted] [redacted] [redacted] [redacted] ***

While we sympathize with Ms [redacted] regarding her illness, it is our position that the illness was not contracted at Red Hawk CasinoA full investigation into the incident was completed with negative results Temperature logs for that day show that all food items were kept well within temperature ranges In addition, the buffet served guests that day and no other complaint of food borne illness was reported Finally, there is simply no evidence to substantiate the claim that the illness was contracted at Red Hawk Casino

I am rejecting this response because:when I spoke to the owner of the bus company, he did not seem sincere with his apollogyI told the bus company the same day of the incident and they basically ignored the complaint and in fact both the driver of the bus and another employee of this bus company, treated me worst after I reported the complaintThe owner did not take it serious until I contacted Revdex.comI HAVE NEVER EXPERIENCED TREATMENT SO HORRIBLEI am not interested in EVER riding that bus againI was treated Aweful, I felt those men did their best to intimidate me and make me feel aweful

How can you close the complaint without my input as to the truthfulness of the response from the businessThe documents that were sent to the IRS by Red Hawk Casino still has the wrong
Social Security Number, so the IRS will have no idea what to do with itThey never explained to the IRS that the third one they sent was in error, so there is no correction being made at the IRSI am in the same shape I was in before they sent the wrong information back to the IRS again, except now maybe I will be charged taxes on an additional two jackpots that the IRS will now think that this new message to them is sayingMy complaint was for them to fix it, not send more incorrect documentsI let them know directly that they once again sent two additional documents with the wrong SSN numbers, which was what caused the additional confusion last time that made them charge me more taxes on jackpots I did not win. The person from the business that contacted me was great, but he did not fix the documents, he did not tell the IRS that I had two jackpots for that year instead of the three they originally sent themThey did not fix anything. Thank You,*** ***
*** ***

I am rejecting this response because:I never received a copy of the correct documents or the statement to IRSI have no missed calls or voicemails from the businessI received an email by accident where someone from the business meant to send someone else at the business that said they would contact me to tell me that they sent the letter to the IRS, and close this outAgain, another mistake. I received a copy of the old documents by email with the wrong SSN and the accidental email from the business saying this is too hard to fix, basically

To Whom It May Concern:
It is always unfortunate to hear that one of our guests are unhappy with a provided service. That being said, the bus junkets that service these guests are independant contractors and not employees of the casino. We do, however, take these complaints seriously
and have been in touch with the bus company's owner. In turn, he contacted Ms***, apologized for any misunderstandings, and offered to personally see to her needs prior to riding his bus to Red Hawk Casino in the future as he provided her with his direct number and asked that she contact him directly.
Thank you!
Red Hawk Casino

After receiving Mr***'s complaint, the Director of Finance for Red Hawk Casino again reached out him in an effort to satisfy this issue. A second copy was of the IRS forms were sent to Mr*** per his request. Should Mr*** have any further issues this matter in the future, he is urged to contact us directly.Thank you,*** ***

After receiving this complaint, we contacted the guest directly regarding the issue. According to our records, no messages had ever been sent to the guest from our database. In addition, we contacted our vendor who handles social media advertising and confirmed that messages were never
sent to this guest. Finally, we discovered that the guest had a 2nd phone number attached to her current phone that rolled its messages over onto her current phone. That being said, if another guest owned that number in the past, they could be receiving the messages which are then being rolled over onto the above guests current phone. As it stands, we advised the guest to contact her provider and try to obtain the 2nd number. If she can do this (and provide it to us), we can then delete that number from our database and the issue should resolve itself

While we sympathize with Ms. [redacted] regarding her illness, it is our position that the illness was not contracted at Red Hawk Casino. A full investigation into the incident was completed with negative results.  Temperature logs for that day show that all food items were...

kept well within normal temperature ranges.  In addition, the buffet served 1537 guests that day and no other complaint of food borne illness was reported.  Finally, there is simply no evidence to substantiate the claim that the illness was contracted at Red Hawk Casino.

I am rejecting this response because:if I was the “only” person to complain how come my [redacted] messenger sent a previous response that they had been notified of this issue and were in contact with another person. This is all toooo fishy. Here is that message...and btw I was the first to contact them my boyfriend never even called so how many other complaints are being pushed under the rug? I want my refund for both our buffets!  [redacted]  
 
[redacted]  [redacted]  [redacted]
 
[redacted]
[redacted]

We have made several attempts to return Mrs. [redacted]'s phone calls and left voicemails asking that she return our call.  To date, we have not received a call from her but have heard from her via email.  Mrs. [redacted] has been given the direct line for Red Hawk Casino's V.P. of...

Security who will be happy to discuss the terms of the ban with her during normal business hours.

Contacted guest [redacted] and sent copies of W2G form to him. Mailed the originals to the IRS on 3/29/16.

I am rejecting this response because:when I spoke to the owner of the bus company, he did not seem sincere with his apollogy. I told the bus company  the same day of the incident and they basically ignored the complaint and in fact both the driver of the bus and another employee of this bus company, treated  me worst after I reported the complaint. The owner did not take it serious until I  contacted Revdex.com. I HAVE NEVER EXPERIENCED TREATMENT SO HORRIBLE. I am not interested in EVER riding that bus again. I was treated Aweful, I felt those 2 men did their best to intimidate me and make me feel aweful.

Review: I won two jackpots in 2012. One for 1799, and one for 1801. Red Hawk had the wrong SSN on file and re-sent the first one to the irs but the second time said it was a rounded 1800. So the irs saw it as three jackpots, where only two were claimed because I only had actually won two. Now I am being audited by state and fed for red Hawks mistake. I have tried to contact red hawk several times with zero response. Now I have to pay another two thousand dollars in taxes and penalties as well as having to pay my tax preparer about 500 dollars to re-do my return. I stopped going to red hawk because of their mistake and their lack of response.Desired Settlement: I would like red hawk to pay to have my tax returns re-done, and I would like them to correct the information that was sent to california and the irs. I would like red hawk to pay the interest and penalties and the extra tax that I should not have had to pay, to make it right. I think I should also get a casino credit for the stress and financial hardship that all of this has caused.

Business

Response:

Contacted guest [redacted] and sent copies of W2G form to him. Mailed the originals to the IRS on 3/29/16.

Consumer

Response:

How can you close the complaint without my input as to the truthfulness of the response from the business. The documents that were sent to the IRS by Red Hawk Casino still has the wrong Social Security Number, so the IRS will have no idea what to do with it. They never explained to the IRS that the third one they sent was in error, so there is no correction being made at the IRS. I am in the same shape I was in before they sent the wrong information back to the IRS again, except now maybe I will be charged taxes on an additional two jackpots that the IRS will now think that this new message to them is saying. My complaint was for them to fix it, not send more incorrect documents. I let them know directly that they once again sent two additional documents with the wrong SSN numbers, which was what caused the additional confusion last time that made them charge me more taxes on jackpots I did not win. The person from the business that contacted me was great, but he did not fix the documents, he did not tell the IRS that I had two jackpots for that year instead of the three they originally sent them. They did not fix anything. Thank You,[redacted]

Consumer

Response:

I am rejecting this response because:I never received a copy of the correct documents or the statement to IRS. I have no missed calls or voicemails from the business. I received an email by accident where someone from the business meant to send someone else at the business that said they would contact me to tell me that they sent the letter to the IRS, and close this out. Again, another mistake. I received a copy of the old documents by email with the wrong SSN and the accidental email from the business saying this is too hard to fix, basically.

Business

Response:

After receiving Mr. [redacted]'s complaint, the Director of Finance for Red Hawk Casino again reached out him in an effort to satisfy this issue. A second copy was of the IRS forms were sent to Mr. [redacted] per his request. Should Mr. [redacted] have any further issues this matter in the future, he is urged to contact us directly.Thank you,[redacted]

Review: Yesterday I decided to go to Red Hawk Casino because my birthday is tomorrow. So I decided to use the Red Hawk Charter bus that picks people up daily from [redacted] and takes them to their Casino.I am a Physical disabled women, that requires assistance to walk. I was told that this would not be a problem, and once the driver got there he could assist me with handling my walker and helping me up on the bus. However, this driver was not so kind. First, when I asked him if he could help me, he wouldnt even look at me, then he grumbled something angrily and told me to hurry and get on. I saw that he seemed like he was not going to help me so I didn't want to bother him, so I did my best to get on the bus by myself which made my legs give out and I almost fell and I suffered a lot of pain becuse the stairs going on the bus are really steep. Once I got on the driver is suppose to reserve the front seats for any person handicap. Instead he yelled at me when I asked him about it, like he was very irritated with me, and told me to keep going that I cant sit in the front.I could barely walk at this point and most seats were in the back, but I just went to the back using the seats to support my self.When we arrived, the driver still wouldn't help me, he just looked at me and turnt his head. It was aweful. My feelings were so hurt, I just could not understand why he was being so rude to me.I told a manager about it but she just said she would talk to him about it.On the way going home I decided to get to the bus 30 minutes early so that I would be the first one on the bus, and I would get a chance at the front area of the bus, so that its easier for me. When the driver arrived, I was the 1st one there, and he still would not help me. I did all I could do to get on the bus and I set on the 1st seat.The driver got so upet, and told me I could not sit there. I asked why and I said this is handicap area. He couldn't speak good English so he just kept saying I had to go to the back. Then he got so frustrated with me and he went and told some other man that was so rude and yelled and made me get up. However, when another rider who spoke the same language as the driver, he let him sit there.There are many seats in the front, but I was told I had to go to the far back. I was so hurt I could not understand why? I felt in a sense bullied, and so much more. I couldn't do anything, but cry.I think this is horrible and I don't know why I was treated like this so I shared it. Thanks you for your time.Desired Settlement: Better customer service.

Business

Response:

To Whom It May Concern:

It is always unfortunate to hear that one of our guests are unhappy with a provided service. That being said, the bus junkets that service these guests are independant contractors and not employees of the casino. We do, however, take these complaints seriously and have been in touch with the bus company's owner. In turn, he contacted Ms. [redacted], apologized for any misunderstandings, and offered to personally see to her needs prior to riding his bus to Red Hawk Casino in the future as he provided her with his direct number and asked that she contact him directly.

Thank you!

Red Hawk Casino

Consumer

Response:

I am rejecting this response because:when I spoke to the owner of the bus company, he did not seem sincere with his apollogy. I told the bus company the same day of the incident and they basically ignored the complaint and in fact both the driver of the bus and another employee of this bus company, treated me worst after I reported the complaint. The owner did not take it serious until I contacted Revdex.com. I HAVE NEVER EXPERIENCED TREATMENT SO HORRIBLE. I am not interested in EVER riding that bus again. I was treated Aweful, I felt those 2 men did their best to intimidate me and make me feel aweful.

Review: Red Hawk Casino refused to pay a validly won jackpot of $1620.00 to me on 06/18/13 claiming that I had been banned by the casino without notice.

On 06/18/13 I won a $1620 jackpot on the automated roulette machine located in the Red Hawk Casino. Casino personnel refused to pay me this jackpot claiming that I had been banned from the casino. I was unaware of this ban and the casino personnel informed me that a letter had been sent out to me on 04/30/13 but returned as undeliverable. I determined that the addressed used to send this letter to me was erroneous and not the current address the casino had on file for me. I won another jackpot on the same roulette machine on 04/26/13 and at that time I was issued a "W2g" form reporting my taxable winnings to the IRS that contained my current address.

Casino personnel refused to pay me my jackpot winnings and refused my demand to speak with someone in a management position concerning this matter. I was only referred to a casino risk manager who eventually provided me with a brochure containing the patron dispute procedures. The brochure instructed that a written complaint should be sent to the "Shingle Springs Gaming Commission" with what turned out to be an erroneous mailing address in El Dorado, CA. I only discovered this was an erroneous address after my certified complaint letter was returned undeliverable.

It is my position that I was unaware that I had been banned from the casino and played the roulette game in good faith and anticipation of payment of any winnings I might achieve. The casino had used an erroneous address to send out this letter they claim was sent when they had my current address, email address, and telephone number on file. Desired Settlement: I am seeking payment of the $1620 jackpot that I validly won on 06/18/13.

Business

Response:

Business' Initial Response

On April 26, 2013 Mr. [redacted] was excluded from our casino for his involvement in what is commonly refered to in the restaurant industry as "dine and dash" (eating a meal and leaving without paying for the meal). When the restaurant manager approached Mr. [redacted], he departed the property and a Lifetime Exclusion was issued and sent Certified Mail to the address on record which was subsequently returned to the casino "undeliverable". Mr. [redacted] again came to the casino on May 4, 2013 and approached our Rewards Club counter when his player's card did not work. When the attendant looked up his number, she saw that he had been excluded, excused herself, and went into the back office to call security. When she returned, Mr. [redacted] had again vacated the premises. Finally, Mr. [redacted] visited our casino on June 18, 2013, played a machine, and won a jackpot sizable enough to warrant payout from an attendant. At that time, the attendant contacted security as Mr. [redacted]' card indicated that he had been excluded. Mr. [redacted] was notified by Security of his status and informed that excluded players are not entitled to winnings per the exclusion. Mr. [redacted] was then asked to leave. When Mr. [redacted] contacted the casino, he was advised that he would have to file a Patron Dispute, which he has done, per our policy and procedure. Currently, Mr. [redacted]' dispute is pending investigation. Once a determination has been made, Mr. [redacted] will be notified of the results.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

The issue with the alleged "dine and dash" was settled to my understanding with the restaurant manager at the time of the occurrence. Regardless of the reason for exclusion, the casino mailed their letter informing me of this exclusion to the wrong address. The casino had my current and valid address as evidenced by a jackpot payment form issued on April 26, 2013 for another jackpot that I won on the same machine I was playing on June 18, 2013.

When I contested the failure to pay me the jackpot that I validly won, the casino risk manager to whom I was referred provided me with erroneous information on how to file a patron dispute. When I followed this erroneous procedure and did not receive a response I made a follow-up call only to find out that the address I was told to mail the dispute to was no longer valid and had not been for several years. Ultimately the casino acknowledged their mistake and provided me with the correct address which, coincidentally was the same address where the casino is located.

I have since filed a dispute complaint according to the dispute resolution procedures maintained by the casino. I am highly suspect of the fairness of such procedures since it appears that the same people who are going to make a decision on whether to pay me my validly won jackpot are the very same people who own and operate the casino.

In addition, I am very aware of the on-going financial problems Red Hawk Casino continues to experience. Recently, a civil jury awarded a $30 million judgment to a gaming supplier who successfully sued Red Hawk Casino over a breach of contract case. The fact that they were found liable in trying to cheat a major gaming supplier does not bode well for the average gambler trying to enforce a dispute for a much smaller claim.

It is my position that Red Hawk Casino failed to properly notify me of my exclusion from their casino when they had my current address, phone number, and email address in which to contact me by. Unaware of any exclusion, I played their roulette gaming machine in good faith and won a valid jackpot. This jackpot should be paid to me forthwith.

Business' Final Response

It is understood that Mr. [redacted] is disputing the outcome of the incident; however, it is important that he allows the Patron Dispute Process to run its course. This process has been put into place specifically for situations such as these in order to allow for a review of the original decision made by the casino. Regardless of the outcome, Mr. [redacted] will be given a full explaination of the results of the investigation and reason for any decision made during this process.

Review: false advertisement, and not honoring what they advertise in the website and newspaper.

Red Hawk Casinos advertises that a paying bus customers of $12.00 will receive $10.00 in free pay and $5.00 in food upon arrival of the casino. Red Hawk is now is forcing customers to earn 400 points before it will honor its advertisement, intimating customers to spend more money that they may not be able to afford, Red Hawk does not advertise this in the add. and now has become a greedy business, and false advertisement. Red Hawk must honor what they advertise, and stop cheating the customer to thinking they will get free play for taking the bus. Instead they must earn an additional 400 points and spend additional dollars before honoring what is advertised in the local newspaper and website Desired Settlement: stop cheating and lying to the customers through false advertisements, and honor what is printed in the newspaper and website. A customer will be getting a bus bonus of $10.00 free play and $5.00 in food as advertised !!! A customer should not have to pay additional dollars and be cheated and intimated to spend more monies

Business

Response:

Initial Business Response

Red Hawk Casino is committed to providing great value and exceptional service to all of our valued guests. That being said, from time to time we re-evaluate our programs and make changes in order to better serve our guests as a whole. Mr. [redacted] is correct in that our previous program offered our bus guests $10.00 in free play; however, we have re-evaluated this program and made changes requiring that guests earn 400 points of play prior to receiving the $10.00 free play promotion in order to ensure that our promotions are received by our loyal customer base. All those affected by the change were sent a letter informing them of the new promotion requirements and that they would be effective September 1, 2013. Mr. [redacted]'s letter was post marked August 21, 2013 and he received it August 24, 2013. This is not a matter of false advertising but rather a program change. We do apologize to Mr. [redacted] for any confusion that we may be responsible for and hope to see him again soon.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Red Hawks response is unacceptable. How is forcing guest to spend more money better serving. The bottom line its better serving for there own greedy pockets. To this day Red Hawk has not publicized this new policy, therefor it is still false advertisements and a criminal act.