Sendero Capital Management, LLC

Initial Business Response / [redacted] (1000, 5, 2017/08/23) */ We received the guest's complaint on August 3rdWe take guest concerns and pride ourselves on the service that we provideWe looked for anything that would show that there was an unpaid jackpot and could not find anythingWe then reached out to the team to see if anyone remembered the situationWe also called the guest on August 10th and 11thWe were unable to leave a voice message due to his voicemailWe then emailed him on August 12th and 16th asking him to contact us to get more information, we have not received a responsePlease have him reach our Service Manager at: [redacted] so we can get additional details that will help us understand what happened in this situation Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off, they did not contact meFurthermore, if they bothered to replay the machine, they would have seen the lights flashing which signified my winI waited to be PAID while the slot machine unexpectedly malfunctionedPlease review the slot machine and then apologize for the error and PAY me what I won

Initial Business Response / [redacted] (1000, 5, 2017/03/09) */ Dealer mistakes happen that sometimes favors guests and sometimes do not favor guestsIn order to provide fair and consistent games that adhere to all regulatory requirements, we have teams that monitor games to ensure all policies are followed and players are paid out accurately according to rulesIn this instance, the player was given more money than they should have been, and we quickly requested restitutionIn this specific instance, we did offer the guest an additional service recovery due to the fact that the mispay was due to an employee error Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't know what the business is talking about when they state that they offered me "an additional service recovery"I was offered nothing The error wasn't resolved until I had lost all of my gambling money and had stepped away from the tableI had to actually get more money to pay the money back Please feel free to call me to discuss further: XXX-XXX-XXXX As a diamond card holder I expect a better resolution to this complaint Final Business Response / [redacted] (4000, 9, 2017/03/16) */ We have contacted the guest directly and offered a service recovery upon his next visit

Initial Business Response /* (1000, 5, 2016/04/29) */
We understand that a guest has filed a grievance with the Revdex.com regarding her experience at Horseshoe Casino Hammond
As a hospitality business, we work hard to provide a positive experience for each and every guest who
enters our propertyHowever, like all businesses, Horseshoe Hammond has rules in places to ensure both the safety of its patrons and the efficient running of its propertyOne rule is that the Horseshoe Seven Stars Lounge is a private areaIt is accessible only to Seven Stars guests who earn membership based on their play and receive an invitation to joinAs such, not all guests are eligible to enter this area

Initial Business Response /* (1000, 5, 2017/02/15) */
We take the integrity of our slot machines very seriously. Upon hearing the complaint from the guest, we had multiple supervisors and technicians look at the device in question. We played/tested the device for one hour with an Indiana Gaming...

Commission agent (our regulator) to test any malfunctions, which there were none. We also had the Indiana Gaming Commission do a hardware test which passed. Lastly, we further tested the machine to ensure that the game was paying out properly when combinations were hit, which it did.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am appalled at this response.It shows no integrity and I have proof to support my statement. The Gaming Commission agent Luiz Rodrigues tested the machine the same day I contacted him, Friday just as he stated he would when I contacted this department initially. He works onsite at the casino location, he sent me a text. The text stated the game started malfunctioning around 2:31am. He further explained he would be doing a more thorough investigation to see if it malfunction at other times, prior by taking a closer look at the circuit board. He stated he was off for the weekend and would test it again first thing Monday when he returned. Additionally, I have the text from him that includes a response from me, character witnesses that heard the conversation with the Beverage Tech, Slot Tech and both Technicians and pictures of the screen displaying the Malfunctions or perhaps rigged plays each time I called the supervisor. In which I later found out [redacted] was a beverage Supervisor. In addition, she apologized for them giving me misleading information "We told you things that were wrong 3 different times I feel so bad" She went on to state she wished she would have just contact the gaming authority then. Oddly, I contacted the Director of Slots (Michael) and left a message. I shared that with [redacted], she stated she would also be sending him an email. She said she told everyone the truth about just what she saw on my screen each time I called for help. The Director of Slots, has never responded. The same gaming agent the following Monday stated verbally after sending the text "that their were malfunctions" stated their were none. Guess what Horseshow I have the evidence sent to my phone by him that their were malfunctions. I have as pictures of this odd gaming system either cheating people out of their money or malfunctioning, just as Agent Rodriguez stated.. I suggest you have a conversation with Luis before making false statements to me and the Revdex.com in writing. This further incriminates the ethics truly being practiced there at the horseshow. Please let me know how to send the pics from my cell phone.

Initial Business Response /* (1000, 5, 2017/08/23) */
We received the guest's complaint on August 3rd. We take guest concerns and pride ourselves on the service that we provide. We looked for anything that would show that there was an unpaid jackpot and could not find anything. We then reached...

out to the team to see if anyone remembered the situation. We also called the guest on August 10th and 11th. We were unable to leave a voice message due to his voicemail. We then emailed him on August 12th and 16th asking him to contact us to get more information, we have not received a response. Please have him reach our Service Manager at: [redacted] so we can get additional details that will help us understand what happened in this situation.
Initial Consumer Rebuttal /* (3000, 7, 2017/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, they did not contact me. Furthermore, if they bothered to replay the machine, they would have seen the lights flashing which signified my win. I waited to be PAID while the slot machine unexpectedly malfunctioned. Please review the slot machine and then apologize for the error and PAY me what I won.

Initial Business Response /* (1000, 5, 2017/03/09) */
Dealer mistakes happen that sometimes favors guests and sometimes do not favor guests. In order to provide fair and consistent games that adhere to all regulatory requirements, we have teams that monitor games to ensure all policies are followed...

and players are paid out accurately according to rules. In this instance, the player was given more money than they should have been, and we quickly requested restitution. In this specific instance, we did offer the guest an additional service recovery due to the fact that the mispay was due to an employee error.
Initial Consumer Rebuttal /* (3000, 7, 2017/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know what the business is talking about when they state that they offered me "an additional service recovery". I was offered nothing.
The error wasn't resolved until I had lost all of my gambling money and had stepped away from the table. I had to actually get more money to pay the money back.
Please feel free to call me to discuss further: XXX-XXX-XXXX
As a diamond card holder I expect a better resolution to this complaint.
Final Business Response /* (4000, 9, 2017/03/16) */
We have contacted the guest directly and offered a service recovery upon his next visit.