Resort World Casino New York

Review: On march ** at 2:57 pm, I had an emergency that I had to leave slot machine R09-13 for few seconds and had a person watch my machine. When I came back I realized the money had been taken out by someone. The amount was $449.35. I immediately reported this incident to the staff at the casino. They helped me set up the case and stated that they will track down the person via casino surveillance tapes and attempt to chase back the money taken. The staff refused to give me any form of proof or names so I can track this incident. Instead, the staff told me they will contact me via my phone number with the result in two weeks.

Now 3 weeks had passed, I made multiple attempts in calling the casino for the status of the case and did not get any answer from the casino. The representative either said they can not find the case or told me that they will call me back after looking thru their documentation of the case. I never received any of their call backs and realized it was a way for them to dismiss my complaint.Desired Settlement: I am asking the casino to perform their investigation of the case that was promised by them and provide the result to me.

Consumer

Response:

At this time, I have not been contacted by Resort World Casino New York regarding complaint ID [redacted].Sincerely,[redacted]

Review: How do I get MY address off of Resorts World Casino New York City mailing list? I have NEVER been there. I have NO intention of EVER going there. Someone else used MY address and I know they will sell this list! They say I have to come in. I WILL NOT go there--I don't have time for that and I never go to [redacted]. And of course I can't prove I'm the person named on the mail because I'm NOT. Then they want a NOTARIZED letter saying I'm the person I'm not! Why is a mailing list such a big deal? No other company has ever given me such a hard time and I call a lot of them because of mail to former residents of this house (from over 3 years ago!). The name on the mail is [redacted] and the street is spelled [redacted] instead of [redacted]. [redacted] does NOT live with me or in my house but she apparently gives out my address for mail.Desired Settlement: I want MY address removed from their mailing list.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Resorts World Casino New York City has been resolved--MAYBE. I posted on their [redacted] page twice and was contacted. They said they took my address off their mailing list but I have had no outside confirmation.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I want my win/loss statement. I do not understand why I can not view or print it online. I do not understand why I can not pick it up at the resorts location. I asked for my statement on February *, 2016. I want to file my taxes because I need funds. I was told I would receive my win/loss statement in 5 to 10 business days. I called up Resorts twice to see if they can verify if my statement was in the mail, they said they can not verify this information. For a gambling institution to gain so much money how can you not keep track of this information. I called a second time and was told only the manager can look into my problem but none was available at the time so I left my number so some one can call me back. I sometimes use my Resorts card and sometimes don't because I feel they are tracking my card and make me loose sometimes. But regardless of this I spend thousands of dollars a year at this location, so I won't be ignored. Maybe this complaint will get their attention so I can receive a call back to see how long I have to wait for my statement or whether I'm able to pick it up at the Resorts location.Desired Settlement: I just need my paper work so I can file my taxes and recoup some of my gambling losses. And higher free plays on my card wouldn't hurt.

Review: It was my first visit to the casino on August ** and while inside I started to play at 5 cents slots.After few hours of playing in one specific area and initially spending around $500.00 I had built around $1000 in playing credits.

Slot machine automatically printed out voucher in the amount of $653.75 which I placed I my wallet and continued playing with remaining credit.

After I finished playing slots I proceeded to the cashier's area to cash out my $653.75 printed voucher.

When I approached cashier I was asked for id which I thought was in my friends car.

I didn't understand why I needed it since the state I was form didn't require any id to retrieve any vouchers.

Cashier didn't explained this was a state requirement for the tax purposes.

I offered my friend's name who was with me in order to cash out voucher since he already had an account with the casino.

Now different name was attached to this voucher and when I returned with proof of identification I was told that I can't have my money for the voucher because now it had different name on the voucher even tough my id had all required personal information .

Eventually , I was told that I can no longer use this voucher for playing at any slots inside the casino or have it redeemed at cashiers.

This was my voucher and it was issued and printed by the slot machine inside the casino.

Video cameras in the area can easily pinpoint to the exact time and location.

I didn't steal this voucher from anyone and it is mine.

Now I got stock with this voucher for $653.75 and it can't be used anywhere.

I believe this issue was not handled professionally by casino's staff and I felt like I was treated unfairly.Desired Settlement: I would like to have my money for this voucher refunded back to me.

Consumer

Response:

At this time, I have not been contacted by Resort World Casino New York regarding complaint ID [redacted].Sincerely,[redacted]

Review: On Wednesday August **, 2015 at 02:09am at Resort World Casino I placed a bet on the Roulette Table # R05-07 on the upper Floor P4 off the elevator. My bet was $100 on the number 24 and $15 split on the zero(0) and double Zero(00) and another $2 on another number(do not recall). The ball landed on 24. Pay out is suppose to be $3600. The machine stated voided which I was shocked that I never catch this number for this amount. The machine did no want to pay me out my winnings. I quickly asked for the manager which at that time a lady by the name of Jacquline was working. She reviewed my game and stated "[redacted]". I've been extremely upset as I am a regular Black Card player at Resort World casino in [redacted]. I lose allot of money at this location. My win/Loss statement shows an excess amount of Loss for the year 2014. I have called [redacted] and also called Resort casino to speak to another Supervisor/Manager or higher priority person to speak on this matter. I want to be paid for my winning. It is totally unfair this business can take all the money you lose and take advantage of you(myself) when you do win and not pay the winning Consumer. I would like something to be done about this. This is a Top priority for myself which needs to be addressed!Desired Settlement: I would like to be paid for my winnings. $100 on a number is a $3600 jackpot payout. It is not fair a consumer is allow to lose money at any establishment and when he is the winner he does not get paid. I want to be contacted and speak to someone in regard to this matter.

Consumer

Response:

At this time, I have not been contacted by Resort World Casino New York regarding complaint ID [redacted].Sincerely,[redacted]

Review: On March **, 2014 I contacted Resorts World Casino in New York by phone because approximately two weeks prior I was at the casino requesting a copy of my win/lose statement along with my husband. We had to fill out a request for the statement and were told that we would receive it by mail in 7-10 business days. I spoke with several people when I called the last being [redacted] ([redacted] customer service as told by him) explaining that my husband would like to come to the casino to pick up the win/lose statement in person because time was of the essence to conduct our business. [redacted]s not at all helpful in the matter told me that my husband would have to come in again to request the statement for a second time and wait another 7-10 days for it to come in the mail. I tried to explain to this [redacted] that we did this once and to no avail and for a [redacted] of customer service that he was not in the least bit helpful in this department. I then requested to speak with his [redacted] who he said was not there for me to speak with so I then requested to speak with any other [redacted] because I felt that he was not capable to assist me any further. He then told me that there was no other [redacted] that I can speak with he refused to put someone else on the phone or give me information on any higher ups that was working that day, very unprofessional. We went back and forth for a little while because I just couldn’t believe that there was no one else that I would be able to speak with. My husband and I are both very disappointed with the lack of service we received as customers of your establishment that we were treated like this. We requested the statement as asked by your establishment in the beginning but if we are explaining that your plan of action did not work that there is no plan of action other than to keep requesting the statement by mail until maybe one day it will reach instead of being able to come in person to pick it up. There has to be an exception to that rule instead of the customer being inconvenienced especially after the money we have spent. Needless to say that unfortunately [redacted]s did not fulfill his job as a customer service [redacted] and I was told by him to write to public relations in which there is no such department on their website.

I contacted Resorts World Casino in New York by phone again on March **, 2014. I spoke with another [redacted] again explaining the situation I requested to come and pick it up in person and once again was denied that option and was told that the win/lose statement would be mailed out today. Obviously there is a flaw in this practice and needs to be fixed. I was also told that if we didn’t receive it this time to call back again.

So not only was there inappropriate behavior on [redacted] part but also customer service failed to provide acceptable assistance.Desired Settlement: First and foremost [redacted]s should be reprimanded for his actions. There should be a change in policy and an apology.

Business

Response:

Good Afternoon [redacted],

We have received the Revdex.com complaint letter #[redacted] from customer [redacted]. We responded to [redacted] and let her know that we mailed her win/loss statement on February **, 2014. We appreciate her feedback about our staff member and we will take it into consideration. Please let me know if you would like any additional information from us regarding this complaint.

Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have read the response from Resort World Casino and would like to know who is this person and their title that answered the complaint because I never spoke with this person. Yes I received my win//lose statement but the complaint was that my husband had not received his and that they would not release the statement to him if he came in person to pick it up. Since then he received the statement weeks later waiting for them to mail it out causing an unnecessary inconvenience for us. In trying to resolve the problem we received the rudest treatment from the [redacted]. It seems to me that your establishment thinks it's ok to treat your customers however you see fit and that is not ok. What is the action taken against the [redacted]?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

Well I appreciate the help of the Revdex.com and understand your guide lines but overall I am still not pleased with this business and how they handled this situation. So, if you have to close this case then do so and thank you once again.