Thunder Valley Casino Resort

I am rejecting this response because: they were very rude to me and left me stranded when they knew my money was on hold I spent over a...

thousand dollars that night. They could have just given me some transportation money to get home and food. The manager was very rude to me [redacted] talking with a nasty attitude. I shouldn't have to wait for them to research anything I gave the approval receipt. I told him they should have put a letter on the ATM machines he said I cant put letters on all the machines .But you can take thousands of dollar from people cards. That is not good business to treat your customers that way. We are reason they get paid. I first talked to a lady she sent me to [redacted] he said before I can complete a sentence screaming at me what did she tell you.  He was all the way on the end I didnt even know he heard our conversation. I need a better response than this one

Ann1681268 Thursday, February 22,2018
I have made numerous complaints to Thunder Valley casino about high limit beverage department to beverage manager in regards to a situation where I was harassed & humiliated by the staff(bartender and supervisor[Arlene]).The harassed & humiliated incidents were occurred due to long time cocktail waitress not available while I was thirsty. I went to nearby high limit bar counter asking for drink(usually just coffee, bottle water or orange juice). When I approached to bar counter, that was a line. A couple persons in front of me, the bartender didn't ask them for player member card. When it was my turn, the bartender always rudely asked me for player member card. When I showed my President player member card, the bartender speak out my name loudly tried to humiliate me.
The player(white guy) behind me was shocked, he said why he asked you for player member card just for coffee drink. I said may be he was fighting with his wife yesterday trying transferring his fierce fighting and emotional anger on me. All players were laughing.
Afterward I complained to host and beverage manager, I thought that the unpleasant situation should be improved . But I was wrong , the unpleasant situation was getting worse. Two days ago on day Tuesday, February 20, 2018 at approximately 9 PM , I was thirsty and approached to bar counter. This time the bartender got even worse attitude. He tried to play a fool game to humiliate me. He said he had to ask his supervisor(Arlene) stood next to him for permission. I didn't think that was his supervisor(Arlene) according to her dress and worse attitude looked more like very low position. He just wanted to play a fool game to humiliate me. His supervisor(Arlene) told him to check my player member card(President). When I showed him my President player member card , he was again raising his voice read out my name very loud and asked for my ID . I showed him my ID ,he was still not willing to give me the drink. He said he would give me ,when he finished with the next person behind me. I told him I was very thirsty just gave me orange juice , but he ignored me. His supervisor(Arlene) called out securities and beverage manager. When the beverage manager came ,she just listening to theirs sides ,not even bothering to ask my side story. She said they were right. Those Rude behaviours were really intolerant and unacceptable by most people. If the management can not afford drinks ,my suggestion to them was just close the high limit bar or the business. Don't try to harassed & humiliated your members. I would not recommend Thunder Valley Casino to every one.

These people are THIEVES. They lie, they cheat, they steal, and they seemingly proud of this behavior. Even when the PLACER COUNTY SHERIFF'S DEPUTY told them that THE PLACER COUNTY SHERIFF'S DEPARTMENT HAD VERIFIED EVERYTHING I SAID TO BE COMPLETELY TRUE, Thunder Valley Casino employees not only refused to pay me my jackpot but they also stole the money (almost $300.00) that I had put in the machine. They told me to return to the casino with my ID, and when I did, they tried to trick me into going with them so that they could lock me in their holding room (i.e. their jail). They were so convinced that I was lying, it did not matter that I had proven each one of my statements to be 100% factual, in their eyes I was lying. If it were not for their b[redacted]t "soverign nation" status, they would all be arrested. In fact, I will be filing a complaint with the PLACER County Sheriff's department tomorrow. If you go to Thunder Valley Casino, expect that eventually they will rip you off, too.

Review: customer service, they did not provide me a room that I reserve they cancelled it or gave it to someone else without letting me know or calling me, They waited until I come to the hotel and told me that it was cancelled because of the card that I gave them.Desired Settlement: They need to gave me a room that I deserved and I should get something doe the humiliation that they did and my time and gas to come to the casino and not giving my room.

Business

Response:

We do apologize for the inconvenience. At the time of the reservation, our agents explain that a valid credit card is required as a deposit equal to the first night's room rental and that the credit card will be run prior to arrival. While we do our best to contact guests whose credit cards have declined, we are not always successful. We realize it is a much more positive experience for our guest if they are aware of the situation and are able provide us with a different credit card to secure their room. Our policy in situations where the guest does arrive at the hotel without notice is to offer a room on property if it is available or to offer alternate housing and transportation to a partner hotel. We do hope Ms. ** will give us another opportunity to showcase our beautiful hotel.

Consumer

Response:

The problem is I provide them a new card for the deposit of $100 for the room, but what happened is they ran my card and took $75 dollars out of the card to hold the room before I got there, when I made the reservation I specifically ask them if they need to take money out of my card and they said no. then suddenly they too $75 out of the card and the card decline so they decided to cancel my reservation without letting me know. I even call at 6:05pm to let them know that I was going to be late and they told me that's fine. My problem is why they did not tell me then that my card was decline so that I can provide them another card before I arrive at 10:00pm. they waited for me to come there waste my gas and time and I was embarrass with all the people was there that situation. its late at night I have to come home because of that and my guess. the way they did its not right. and Its not there policy that they will take any deposit before the check in or to hold the room, there policy is to provide major credit card and $ 100 deposit upon checking in.

Review: On 8/12/2015 I WAS AT THUNDER VALLEY CASINO. I WENT TO THE ATM TO GET A CASH ADVANCE FOR FOOD AND GAS, THE TRANSACTION WAS APPROVED AND THE RECEIPT TOLD ME TO PROCEED TO THE CASHIER. WHEN I GOT TO THE CASHIER THEY SAID THE SYSTEM WAS DOWN THEY COULD NOT HELP ME. THEY TOLD ME THAT WAS NOT THEIR ATM I HAVE TO CALL THE ATM BUSINESS OR MY BANK. THEY WAS AWARE THAT THE ATM PUT A HOLD ON MY CARD. I WAS LEFT STRANDED. I WAS TOLD WAS THEY HAVE NOTHING TO DO WITH THE ATM WHICH IS ALSO THEIR TICKET REDEMPTION MACHINE. I WAS TREATED RULE WHEN ASKING FOR EXPLANATION FOR MY MONEY. THEY SAID THERE WAS NOTHING THEY COULD DO. CASINO MANAGER TOLD ME IT WOULD TAKE DAYS TO GET MY MONEY BACK. AND ATM BUSINESS MANAGER FROM SETTLEMENT TEAM SAID SHE COULD NOT EVEN SEE THE TRANSACTION FOR FEW DAYSDesired Settlement: I WANT MY MONEY IMMEDIATELY AND COMPENSATED FOR MY SUFFERING

Business

Response:

We apologize for any inconvenience Ms. [redacted] has experienced. We are in the process of researching the complaint and will respond via personal email provided.

Consumer

Response:

I am rejecting this response because: they were very rude to me and left me stranded when they knew my money was on hold I spent over a thousand dollars that night. They could have just given me some transportation money to get home and food. The manager was very rude to me [redacted] talking with a nasty attitude. I shouldn't have to wait for them to research anything I gave the approval receipt. I told him they should have put a letter on the ATM machines he said I cant put letters on all the machines .But you can take thousands of dollar from people cards. That is not good business to treat your customers that way. We are reason they get paid. I first talked to a lady she sent me to [redacted] he said before I can complete a sentence screaming at me what did she tell you. He was all the way on the end I didnt even know he heard our conversation. I need a better response than this one

Business

Response:

Thunder Valley did not receive her money and therefore we are not in a position to refund it. An email has been sent this morning explaining the situation. We do apologize for any inappropriate behavior on the part of our team members and any issues will be addressed as this type of behavior is not acceptable.

Consumer

Response:

I am rejecting this response because:Hello Mr. first of all I was told that you at thunder valley had nothing to do period with the ATM machines and there was nothing you could do. It was explained to me about the switch I was talked rudely by [redacted], day saying you heard what she said. [redacted] then said those are not our machines and I don't know what to tell you. basically its out of our hands. I will not call my bank to dispute anything that too much of my time doing your job. you sound like you're being sarcastic yourself. And right your ATM made my bank believe I was trying to basically get a cash advance that why they put a hold on the funds which that's the normal thing happens when you go to ATM duh. However, my bank didn't know that in the event I would not get paid. I called later that morning and talked to a manager there at thunder valley he told me that NRT was updating their system. hey which story is true and false. Oh well thunder valley never got paid the money but their system took mine and wasn't able to verify. But clearly the receipt I have says it was approved meaning the transaction was validated. thunder valley needs a backup in cases like this. I could have been a customer coming in for just a use of the ATM and got ripped off. I don't even know where my money.. And of course thunder valley shouldn't get paid because I never signed anything at the cashier any way. But the point im trying to make is that if something like this happens because of your machines errors you should be in position to accommodate your customers. I had spent over a thousand dollar before that dang 5 or ten dollars for gas would have only been my money. I was stranded, hungry, scared, upset, and sick. So anyway if you look at the big picture me and my bank did the right thing and you and your machine affiliate is at fault. Thank You.

Review: I have been a member of thunder valley for almost 6years I went to the members rewards center to get my players card and I didn't have id they verified my age and identification that they had on file because it was on file and it was not expired and today when I went to thunder valley casino I got kicked off the floor because I didn't have my ID and the security was very rude and made me leave that is not rightDesired Settlement: I am a good member and I would like something done about this issue because that's not right

Business

Response:

Thank you for giving us the opportunity to make this right. Someone from the Casino will be contacting the guest directly.

Review: I have made numerous attempts contacting Thunder Valley in regards to a situation where I was harassed & humiliated by the staff. It has been more than 1 month & no one has contacted me. My mom a& I had made a hotel reservation for 1/31-2/2/14. My credit card was utilized for incidentals, because my mom does not possess a credit card. The front desk staff added my name to the reservation. Both my mom & I signed for the room. On the night of 2/1 at approximately 10 pm, my spouse had came to visit & we regrettably got into a verbal dispute. Within 10 min, we had resolved the issue. We fell asleep due to exhaustion & sleep deprivation from the previous night. When I had awoken, 1 of the supervisors ([redacted]) was standing in my room. A noise complaint was made & according to the staff, they had been knocking on the door. I surmised that the continuous knocking had awoken my spouse & he had opened the door. The TV was on, which had masked the noise of the knocking. [redacted] had asked me to step outside of the room. I informed him multiple times that I was not appropriately dressed & had asked him to leave the room so that I may dress myself. [redacted] finally stepped outside. Once I stepped outside, I asked [redacted] what was going on & was ignored repeatedly. I overheard him telling the staff that we were trespassing. I informed him that we were not trespassing & that the reservation was under my mom's name & my name. [redacted] started yelling at me & raising his voice stating, "Am I talking to you!" I explained the situation & suggested that my mom wound vouch for me & that she was downstairs in the casino. I was ignored again. [redacted] had informed us that we were being trespassed for life. We were forced to sign paperwork that stated if we were to set foot at Thunder Valley, we would be arrested. My spouse & I refused to sign the paperwork without the presence of an attorney. [redacted] stated that it would be easier on us to sign the paperwork; otherwise, he would call 911. We were not allowed back inside to inform my mom.Desired Settlement: We were harassed, embarrassed, disrespected, & threaten against out own wills. We have never experienced this type of behavior from any businesses. I am reaching out to you, because I have no other option of resolving this [redacted]er from the staff. We still had vouchers that needs to be cashed out, but we were not allowed to do so. My spouse ([redacted]) & I would like to return to the casino & have our privileges re-instated due to unfair trespassing. I appreciate your help. Thank you.

Business

Response:

There were many factors that contributed to her and her guest ([redacted]) being asked to vacate our premises. As a retort to her claim, please note the following were determining factors related to how the situation was handled by our staff:

1. Noise complaints were received from surrounding rooms.

2. Upon the arrival of Security, the Officers could hear raised voices coming from the room, which confirmed the complaints that were reported.

3. When attempting to make contact with the room in questions, the voices became quite and the Security Personnel reported hearing an audible sound that suggested the night latch was applied, but the door was not answered.

4. Security attempted to make contact with the room in question for approximately 15 minutes (Surveillance Review) before contact was made. During this time Security personnel had to go as far as suggesting that forced entry would be made if the door was not answered, to check on the welfare on the Guests inside. The door was eventually answered by [redacted].

5. Once contact was made with the occupants of the room, Security reported a strong smell of what was believed to be marijuana in the room. It is unknown who was smoking the marijuana but it was evident that it had been smoked in the room.

6. Upon further investigation for the registration to the room, it was confirmed by Hotel Supervision that neither [redacted] nor [redacted] were registered to the room. As noted in [redacted]’s complaint the room was registered to her mother that was not present at the time of contact.

7. Both [redacted] and [redacted] were evicted from the room based on the factors listed above. They were ultimately Formally Trespassed (Banned) from our property based on the outline above.

As you could imagine, for any business, conduct of this sort is should not and can not be tolerated for the sake of our other guests and team members. This type of behavior is socially unacceptable and effects the immediate and future reputation of our establishment of action(s) is not taken. We pride ourselves with the high standards that we have set, and feel that without action for this incident we would not be doing a disservice to our company. If there are any further questions, or Reponses that are needed, please feel free to contact me directly. Thank you for allowing us the opportunity to respond to the allegations posted by [redacted].

The consumer is welcome to redeem their vouchers but they must contact a Security Supervisor first for an escort.

Consumer

Response:

I am rejecting this response because:

[redacted], VP of Hotel Operations had contacted me via telephone and was very rude, making unnecessary comments, "such as ignorance is not bliss", "I don't treat my wife in that manner", and "I don't make the mistakes that you make." When is it okay for businesses to lecture their customers? [redacted] did not take any of my explanations into considerations. He just kept repeating that I had violated 4 counts, which is unnecessary and not completely true. Yes, I admit to the noise complaint, which is the only fault that is valid. First, how would the security officers hear the latch to the door when clearly, the television was on and set to an audible volume? Not to mention, the latch to the door was always applied upon entrance to the room due to safety reasons. As anyone will know, sleep deprivation would cause someone to fall asleep and made unaware of someone knocking on the door due to exhaustion. Secondly, we do not smoke marijuana (or any type of substances) and we are astounded by the accusation. We had other parties come up to our room for drinks and if someone did (unknown) smoke marijuana (or any other substances), I was not aware of it, because I was not in the room the entire time. I would not had condoned to the smoking of any substances, because I get palpitations and shortness of breath when it is inhaled and that goes with any type of smoked substances. Lastly, I would not had agreed to stay at Thunder Valley if the front desk person had informed me that she was not able to add my name to the registration. I was informed by the front desk person that my name was added to the reservation. I highly suggest [redacted] to retrain his staff, since they are clearly not following polices and procedures based on what he had indicated. I find it really offensive for [redacted] to mention that he will tarnish my reputation and that people will know exactly what type of person I am. He is VP of Hotel Operations, I would not had expected this type of harassment/threat from someone of that status.

Sincerely,

Business

Response:

We stand by our original response.

Review: I reserved a room at Thunder Valley Hotel, and my room was given away. Not only was my room given away, but so was everybody's room in the wedding party that I was with. I also observed two other wedding parties within the half hour that I was there, who's rooms were also given away. On top of that, I had called that morning (10am) asking if I could get early check-in, and they said yes; I even received a call an hour later (11am) saying that my room would be ready for check-in any time after 11am. Due to unexpected traffic, I was not able to check in early, but when I arrived at the hotel that night, I was very upset to find out that my hotel room had been given away, along with the bride and groom's room as well. When asked to speak with a manager, his only response to me was that giving away rooms was "standard procedure" at many hotels, including theirs. I have stayed at many hotels, of all prices, locations, and variations, and I have never had a hotel give my room away, especially after charging my credit card several days before. Luckily for the bride and groom, after we all complained for about 15min, the security guard convinced the on-call manager to give them a room. However, the bride and groom had reserved a room with two queen beds, and I had reserved a room with one king size bed, and after being told that there were no rooms, the bride and groom were given a room with one king size bed; a room that the entire wedding party shared (~12 people; I chose to stay at another hotel). The point being, that we were told no rooms were available, and then they gave up a room which is exactly what I had reserved, and only after security asked them to give the bride and groom a room. I am extremely frustrated with this sequence of events, and feel that it is wrong, unprofessional, and immoral to lie to guests, keep them uninformed, pick and choose how each one will be treated, and basically play favorites with customer service and services offered to each guest.Desired Settlement: I would like to speak to the hotel manager (since he does not work weekends, according to the on-call manager), and inform him how horrible his hotel's customer service is. I would also like for some kind of formal complaint to be filed against this hotel, if that is possible. I will personally never return to this hotel/casino, but I would like to do everything in my power to prevent this kind of situation from happening to anybody again.

Business

Response:

Today at 2:57 pm, I sent an email (below) to Mr. [redacted] and blind copied you (Mr. [redacted]) in an attempt to reach Mr. [redacted] and arrange a time to speak. I did not mention that I have called twice to avoid giving the wrong impression, however the first call went out at 3:35 pm on 10.30.14 to ###-###-#### where I left a voice mail; the second call was today at 2:47 pm where I left a voice mail and I referenced this call in my email below.

I did do some extensive research into the comments from Mr. [redacted] and found that the reservation (confirmation number [redacted]) was made as an individual reservation on-line through our web site at 7:32 am on 9/27. With reservations made on-line, we are unable to associate these individual reservations to be a part of any group such as a wedding group so at this point, we were totally unaware that his reservation was associated with a group or any other reservations, as well, we were unable to identify that the group was for a wedding.

At 10:30 am room 1215 was blocked by our Concierge, Mr. [redacted], and at 10:58 am housekeeping reported the room to be ready to our front desk which is why we called back at 11 am to confirm the room was ready. Somewhere around 12:09 am (after midnight) when Mr. [redacted] arrived, we were unable to accommodate him due to activities that took place later in the afternoon.

When circumstances occur that prevent us from accommodating our guests, at the immediate time we become aware, we expend every effort possible to create the least possible impact for our guests. One of the top priorities we use to determine which reservations will be displaced is to specifically look through all of the arriving reservations to try to determine which are associated with groups and we do everything we can to remove these reservations from our list of potential displaced reservations.

Had we known his reservation and/or any of the others were associated with others for a wedding party, we would have done all we could do to prevent from displacing these guests. However, we did not have any of that information.

Additional details of the investigation that I did not discuss with you over the call today:

With other guests in the same situation as Mr. [redacted], we were trying to offer whatever we could do to demonstrate our apologies and offered all we could to try to compensate for the inability to accommodate each reservation. We offered complimentary rooms off site at other hotels ([redacted] in Mr. [redacted]’ s case) including complimentary transportation to and from the offsite hotel back and forth as many times as needed for the duration of their stay because we take accountability for our efforts and the challenges presented to us.

Here is the report from my Front Desk Supervisor that was on that evening in regards to Mr. [redacted]’ s situation:

###-###-####

No TC#

Mr. [redacted] was walked (“walked” is a term we use to imply we are paying for the room and tax, providing courtesy phone calls to let others know of the move, and providing complimentary transportation to and from the off-site hotel) to the [redacted] due to the room not being available upon arrival. He was upset at first but once I explained that the room would be paid for by us he was happy. A re-invite was offered. (A “re-invite” is a letter offering to re-invite the guest back to stay with us at a future date of their desire on a complimentary basis).

As for my intentions when I finally communicate with Mr. [redacted], I intend to apologize profusely and empathize with his situation. I will ask what else we can do to demonstrate our regards to him and his group to earn an opportunity to regain his confidence that we do truly care and I hope we can come to a resolution that is amicable.

Additionally, I will offer some information for future reservations to call the facility they make reservations on-line with in advance and let them know they are part of a group. This way, the facility is able to provide group accommodations and are aware of the purpose for their trip.

I will continue to copy you on any and all communications I have with Mr. [redacted].

Thank you.

[redacted], Hotel Manager

Thunder Valley Casino Resort

Cell: ###-###-#### – Fax: [redacted]

I have been a loyal player at Thunder Valley for years. I play three to four times a week. Sometimes I drop $30 and other times $2000. I rarely win. In all the years I have played there, the highest jackpot paid to me was $1500. I rarely see anyone winning big jackpots.

So why go back? Because there is a very nice person who works there that treats all the customers with the same respect and attention. Regardless of the amount the customer has played.

Unfortunately he is not in the position anymore and I have received ugly customer service. I have sent emails to the General Manager, The Slot director, and vice slot director.( Who I must say is very rude and could not care less if the player stays or goes.

After reading similar complaints online, I have come to the conclusion that I no longer will play at Thunder Valley.

Review: I am really not sure if this is a Revdex.com type of complaint or if I should be sending this somewhere else but I have been going to Thunder Valley Casino for the last few years once a year. They have a policy ( told to me by their staff) that they can raise the rate of their rooms how ever much and whenever they want. The cost of the room has gone up from 225 to over $400 in one year!!Each year I have gone to one of their concerts and this year my sister and I paid for tickets for a concert in August in March. WHen I went to book the room they said I could not and needed to call back closer to the concert time: May or June. I called on last weekend and they told me that the cost for the rooms on that date that I needed it for are now almost 2x as much and when questioned they reply then go stay somewhere else! There is no place near THunder Valley and I will be driving 55 miles to get there!Desired Settlement: I would like to know if they have the right to increase the cost close to 2X as much and manipulate the consumer they way they did.

Business

Response:

Dear Ms. [redacted]:

Thank you for letting us know about your experience regarding a recent reservation attempt. I would like to apologize for our team member’s apparent lack of concern. If you happen to remember the team member’s name, it would be helpful to ensure we are addressing the issue properly.

There are several local hotels within a few minutes’ drive that we use as overflow during our high demand nights. I would be happy to share their contact information. If you would like me to do so, please send me an email or call me at the one of the numbers provided below. If you have access to a computer, you might also try to search hotels near Thunder Valley Casino on the internet.

I would also like to address the issue of the rate. Our prices do fluctuate based on demand. This is an industry standard and similar to why you can find a room in Arizona during the summer months for $69 but that same room is over $300 in the spring. The reason the agent suggested calling back closer to the event was that there most likely was nothing available to sell, however, cancellations occur and rooms can become available.

We appreciate your loyalty in attending our concerts and hope we are able to accommodate your request the next time you are in town.

Sincerely,

Director of Hotel Operations

Review: I solemnly request your office to review your cameras that were watching my activities from all angles inside your casino on Sunday, December 6, 2015 in between the hours of 6:45 pm and 8:00 pm. While I playing Black Jack game at a table located near the music entertainment stage area, I was given two cards of 77 other players and by –standers were cheering and calling for “7”, and the card dealer opened a card of 7 and all triple 777 were suited. I shouted out that I have won $1000.00. The card dealer said, no you have won only $500.00. Therefore, the card dealer’s sudden act of a bad faith, reported the winning to the floor manager and then the manager approved card dealer to pay me $500.00 only instead of $1000.00. I said that this wasn’t right. It was supposed to be $1000.00. The listed prize for Suited 777 was $200.00 to $1.00 bet. I bet $5.00 so the correct winning amount is $1000.00. I didn’t know that what they paid me for was for the Suited 678’s winning prize, not Suited 777. I didn’t know this until I came back with my husband to request for a review from the cameras because I didn’t get paid for what I have won. The floor manager called and talked to someone for couple minutes behind the telephone booth and then she came and told me that they had paid for Suited 678. She kept insisting that I have won a Suited 678. It was absolutely not true!! A male by-stander stood behind me was watching and cheering has also witnessed that I had won Suited 777. The only way to prove my winning is to re view casino’s videos (cameras were watching and recording all of my activities and cameras don’t lie). The casino employees mistakenly paid me for something that I didn’t win and they didn’t pay me for what have won, but they didn’t admit their mistake. I am positively sure that they didn’t review the cameras when my husband and I requested. I solemnly swear to God that I didn’t have Suited 678, I had Suited 777. The cameras were watching me play from every angle. The cameras don’t lie.Desired Settlement: Therefore, please take my request into a serious consideration and review my activities from all cameras and pay the difference that I was entitled to receive. By reviewing the cameras will help prevent your employees from making the same mistakes again. Winning or losing don’t really bother me. What really bothers me are unfairness and act of bad faith. I didn’t make the rules, casino administrators made the rules. I played with respect, honesty and good faith. I don’t have any intention to cheat nor claim for something that I didn’t win.

Truly yours,

Club member # [redacted]

Business

Response:

Our Original Response was on 12-16-15, please check your records. However here is another copy. Dear Ms. [redacted],We have reviewed the camera video footage of the event in question and it clearly shows that your winning hand was a suited 6,7,8 and not, as you contend, the suited 7's. Therefore you were paid correctly for the winning hand you had - the suited 6,7,8. The video shows that you were dealt the 6 and the 8 and that the dealer's up card was the 7. We reviewed the video footage from the time you entered the casino and began playing until the time you left the casino and cannot see any point where you were dealt a suited 7's hand at any of the tables where you played.

Consumer

Response:

Thank you for responding to my concern. I strongly disagree with your response due to the fact that your response was the exact same information that your employee had put into the computer system which was absolutely incorrect and different than what your cameras captured. This is extremely unethical practice and perhaps prejudicial act of bad faith. I strongly urge your office to review the cameras in order to resolve this issue without any further complication and action.Your employee has mistakenly or intentionally put a Suited 678 in the computer instead of Suited 777 and then paid me the mini-jackpot prize of Suite 678 which I didn’t win. I truly and honestly didn’t have number 6 and 8 at all and I had no slight ideas where and how your employee got the number 6 and 8 from. What I had was number 7 Heart on first round and another number 7 Heart on second round and then dealer’s up card was number 7 Heart card and therefore what I had won was Suited 777. The winning Jackpot prize was $1,000.00 and it caught on your cameras. I know what I played and I know what I had won and as I have mentioned on my first letter, winning or losing isn’t an issue for me. The issue is when there is a mistake, correct it professionally in a timely manner instead of covering it up and failure to resolve it.Again, every game activity was caught on your cameras and your office knows who was wrong and who was right. In addition, “God” was also watching all of us and he knows who was wrong and who was right. There is no reason for me to make any false accusation against your casino because my family members, friends, closed-relatives, acquaintances, and I love to celebrate our birthdays at the casino buffet and p lay games there every month since your casino has been established.If your office chooses not to review your cameras and failure to resolve this issue and left me no other choices but to seek legal assistance and/or get the news media (Call Kurtis Investigation Unit) to help investigate the issue, I may choose to do so.I am hoping that your office will take a step further to have this issue resolved without having me to take any further action. If legal assistance is needed, it would include punitive damage and attorney fees.Sincerely[redacted]

Review: On 1/10/15 night, my wife, friends and I went to Thunder Valley for my sisters birthday. At around mid-night, I was in high-limit room to gamble for about an hour. About 1:00am 1/11/15, I took the casino chips to cashier cage to cash out my money. The chip count was $7,300. The cashier counted in the machine and gave me a stack of money. I went to eat with my wife and friends. When I were waiting for food in the Caf restaurant, I re-counted that stack of money was $6,200. I ran back to cashier cage to ask for camera and evidence to see how did I get short $1,100. The cashier claimed that she did give $7,300. I requested for evidence for surveillance video, but I got rejected by the cashier supervisor. I didnt leave the cage, he called the security. When the security guards came, I sit in the couch in high-limit table. They asked me to leave, I told them that I am waiting to verify the correct cash-out my money. They still asked me to leave. I walked away out to the door, as they followed me out to the building. When I stepped out of the casino door, I got beat-up by two Thunder Valley employee ([redacted] id: [redacted], [redacted] id: [redacted]). I raised my two hands on the air, but they smashed me to ground and handcuff while uniform guard standing around. Then, they called up stairs to ERASED the surveillance video what they just did (time 2:30am 3:00am Sunday 1/11/15). The security guards took me to the security room, and search more stuff from my pockets. At about 4:00am, they let me go and tell me not to come back to Thunder Valley Casino again. If I ever do, they will get arrest for trespassing. I went home and found out that I have lost some of my money and a Rolex watch. My arms were in pain. In the afternoon, I called up Thunder Valley Casino to report my incident. The security supervisor told me he was in bed last night. I asked him, Are you going to investigate the incident? He answered, "no". He told me to do on my own. I've been going to Thunder Valley for years.Desired Settlement: I want my civil right justice. They can't arrest me unless I've done something wrong. They can't suddenly beat up people and erase the surveillance video. I want my voice to be heard by million other people that go to Thunder Valley Casino. My advice for everyone is to get the someone walk with you when you step out of building, you might get beat up by the host and rob your stuffs and erase video evidence. After that, you dont know who to go to. This act need to be lawsuit and justice.

Business

Response:

Mr. [redacted], We appreciate the concern that you have raised regarding your recent visit to Thunder Valley Casino Resort on 1/11/15. However, you make some serious accusations in your complaint and we would like to take this opportunity to right these errors and resolve your misunderstandings. You claim that the video surveillance of your activities from 2:30 a.m. to 3:00 a.m. on Sunday 1/11/15 was erased, when in fact no footage has been erased. With that being said, we have reviewed the video surveillance of your visit and this evidence proves your accusations to be untrue. The video surveillance shows that the amount of money you claim to have been shorted is later found in your possession while you are in the Security Processing Room. Additionally, the Rolex watch that you allege to be lost is visible on your wrist just before you exit the casino. The video surveillance is both time and date-stamped, and concretely discredits each of your accusations. In the future, we urge you to seriously consider the validity of your statements. Sincerely, [redacted] General Manager Thunder Valley Casino Resort

Consumer

Response:

I am rejecting this response because: The response is totally no evidence provided. I am not saying that they erased the video at the time that I provided from previous complaint. The time I provided might not be exactly correct. The video was erased when I walked out of building and got beat up by the employee and handcuffs me. They have no right to put their dirty hands on my body when I obeyed what they asked me to leave the building. If Thunder Valley Casino is truly sure that part of video not being erased please provide that clip of video. This complaint is not mainly for incorrect money or I have lost my watch, but it is for human civil right. They were unlawful act toward my human right. This act need to be resolved, before nightmare incident happen to their customers. They started the incident that might cause the customers fight back and someone would get hurt. Please provide evidence and explain my rights.

Thunder Valley is by far the best casino. I frequent casinos in Reno and have not own near as much as I have at Thunder Valley.

I have also played at RedHawk, Feather Falls, Cache Creek and Colusa. My experience is that Thunder Valley has the looses slots. I actually get bonuses when I play at Thunder. I am lucky if I get a bonus at the other casinos. And I'm not playing with five dollars. I go into the casino with a minimum of $200. I would say 50% of the time I walk out of Thunder ahead.

The rooms are probably the nicest rooms I have ever stayed in. They are very clean. The casino is the cleanest period.

I am impressed with the staff. The only complaint I have is that the cocktail waitress seen to not take their job seriously. I have waited and waited for a coffee and come to find out the cocktail waitress is chit chatting with the other waitresses. Other than that, Thunder Valley is an awesome place to pla