Sycuan Casino

Mr [redacted] had several transactions on the date in questionHe was issued electronic bingo, which he returned and the charge # [redacted] was cancelled-not refundedIt was never charged to his card in the first placeHe bought in to evening bingo # [redacted] for a cost of #He bought into Kozmic Bingo # [redacted] for a cost of $We will send you copies of the hard copy back up for your records Sincerely, [redacted] General Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Dear Ms***: In response to the complaint dated March 17th from the guest regarding the amount of his comps for table games play The guest was contacted by a member of Sycuan’s guest relations department on March 24th and, based on his previous play, the guest was provided an apology and a complimentary service for his next visit Sincerely, [redacted] Acting General Manager

I waited hours for the coupons to be downloaded A total of five hours later still was not able to be accessed Your staff told me there was a download problem for over a week, I didn't make this up, that's what they told me I had a friend with me who I visit when in San Diego She is a regular at your casino and can vouch for me, but why not believe me as a customer who had a bad experience?Do you want her name so she can tell you I am telling the truth?Your staff were walking around with pads taking names of people having trouble with the download so this was a problem not just I was having but maybe I am the only person to take the time to tell you that customer service needs a little tweeking at your casino.YOU WIN< I GIVE UP AS YOU WANT.NOW THAT'S REAL CUSTOMER SERVICE!THANKS FOR YOUR TIME ANYWAY!*** ***

Ms
*** ***
Via
email: *** and
RevDex.com
Murphy Canyon, Ste
San
Diego, CA
Re: ***
Dear
Ms***:
In
response to the second complaint related to the one dated August 4, from the guest regarding the time
it took to download her three $free play coupons. The guest's disputed amount was $20. In review of her account, she actually used $and $was remaining on her account and still is available on her account. We did and do apologize for the delay she experienced while we fixed the computer issue that caused the delay. Her contention that the problem was over a week was not possible since the coupons were in the newspaper consecutively on Friday, Saturday and Sunday, July - August 2nd and the guest came to the casino with all three coupons on August 3rd. No guest was inconvenienced for a week. In the guest's response she now states that "Even after the concert, the promotion did not work". The concert was at p.m., but the coupons were available at 6:p.mand two of them were used within minutes of their availability. Again, we did
apologize to the guest at the time and do apologize now. Her three coupons were downloaded at 6:
p.mand the guest used one at 6:p.m., the second at 7:p.mand did not
use the third, which is still attached to her account. It will expire at 11:p.mon September 3rd,
if unused by that date. Her requested
resolution was that the remaining free play be available, which it was and
still is on her account - $10. The guest's address of record is in another state. We do not know what additional resolution the guest is requesting.
Sincerely,
*** ***
Acting
General Manager

Dear Ms***:
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In response to the complaint dated March 17th from the guest regarding the amount of his comps for table games play. The guest was contacted by a member of Sycuan’s guest relations department on March 24th and, based on his previous play, the guest was provided an apology and a complimentary service for his next visit.
Sincerely,
*** ***
Acting General Manager

Ms
*** ***
Via
email: *** and
RevDex.com
Murphy Canyon, Ste
San
Diego, CA
Re: ***
Dear
Ms***:
In
response to the second complaint related to the one dated August 4, from the guest regarding the time
it took to download her three $free play coupons. The guest's disputed amount was $20. In review of her account, she actually used $and $was remaining on her account and still is available on her account. We did and do apologize for the delay she experienced while we fixed the computer issue that caused the delay. Her contention that the problem was over a week was not possible since the coupons were in the newspaper consecutively on Friday, Saturday and Sunday, July - August 2nd and the guest came to the casino with all three coupons on August 3rd. No guest was inconvenienced for a week. In the guest's response she now states that "Even after the concert, the promotion did not work". The concert was at p.m., but the coupons were available at 6:p.mand two of them were used within minutes of their availability.
Again, we did
apologize to the guest at the time and do apologize now. Her three coupons were downloaded at 6:
p.mand the guest used one at 6:p.m., the second at 7:p.mand did not
use the third, which is still attached to her account. It will expire at 11:p.mon September 3rd,
if unused by that date. Her requested
resolution was that the remaining free play be available, which it was and
still is on her account - $10. The guest's address of record is in another state. We do not know what additional resolution the guest is requesting.
Sincerely,
*** ***
Acting
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was at the casino a total of over five hours and tried numerous times to download the promotion and it did not work.  I was not the first to complain, the clerks, three of them told me this problem was on going for more than a week and was happening to numerous people.  Advertise something and then don't stand behind the advertisement. It's just not a good business practice. I drove out of my way to attend a concert there and was expecting a smooth evening.  Even after the concert, the promotion did not work and ho one had resolution.My friend who goes there to gamble all the time is frequenting another casino now and I don't blame her. You don't seem to care about customer service, I could tell when I was there and I again can tell by the letter of response.You letter is/has no resolution.  I can drive back and it might not work again and I would be out of luck one more time.  Sycuan is not in my backyard and I am disappointed.  You win Sycuan, I give up, but this is no way to handle a promotion in the real world.
Regards,
[redacted]

Re:  [redacted] Dear Ms. [redacted] and Ms. [redacted]: In response to the complaint dated August 4, 2015 from the guest regarding the time it took to download her three $10 free play coupons.  There was a delay in loading guest coupons. The computer did not recognize that the coupons...

offers were individual offers and not just duplicate coupons.  We did apologize to the guest at the time.   I do not know at what time she presented the coupons initially.  Her three coupons were downloaded at 6:58 p.m. and the guest used one at 6:59 p.m., the second at 7:06 p.m. and did not use the third, which is still attached to her account.  It will expire at 11:59 p.m. on September 3rd, if unused by that date.  Her requested resolution was that the remaining free play be available, which it was and still is on her account - $10.  Again, we did and do apologize for her inconvenience. Sincerely, [redacted]Acting General Manager

Mr. [redacted] had several transactions on the date in question. He was issued electronic bingo, which he returned and the charge #[redacted] was cancelled-not refunded. It was never charged to his card in the first place. He bought in to evening bingo #[redacted] for a cost of #37. He bought into Kozmic...

Bingo #[redacted] for a cost of $24. We will send you copies of the hard copy back up for your records. 
Sincerely,
[redacted]
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Re:  [redacted]
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Dear Ms. [redacted] and Ms. [redacted]:
 
In response to the complaint dated August 4, 2015 from the guest regarding the time it took to download her three $10 free play coupons.  There was a delay in loading guest coupons. The computer did not recognize that the coupons offers were individual offers and not just duplicate coupons.  We did apologize to the guest at the time.  
 
I do not know at what time she presented the coupons initially.  Her three coupons were downloaded at 6:58 p.m. and the guest used one at 6:59 p.m., the second at 7:06 p.m. and did not use the third, which is still attached to her account.  It will expire at 11:59 p.m. on September 3rd, if unused by that date.  Her requested resolution was that the remaining free play be available, which it was and still is on her account - $10.  Again, we did and do apologize for her inconvenience.
 
Sincerely,
 
[redacted]
Acting General Manager

Dear Ms. [redacted]: In response to the complaint dated March 17th from the guest regarding the amount of his comps for table games play.  The guest was contacted by a member of Sycuan’s guest relations department on March 24th and, based on his previous play, the guest was provided...

an apology and a complimentary service for his next visit.    Sincerely, [redacted]Acting General Manager