💰 Rivers Casino | Complaints | Better Business Bureau® Profile

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The Complainant stated that her son did not like the policy and she wanted the Guest Services Manager to refund his money. Rivers Casino is committed to preventing underage individuals from entering onto our casino floor and our identification inspection process is critical to that effort. Why changes now. BBB Business Profiles are provided solely to assist you in exercising your own best judgment. I asked another lady can I pay extra for crab legs. I feel cheated and robbed out of my money when I spend a very large amount with your business to just be told I was lying essentially because of higher bet amounts in the previous encounters. After discussion with the Complainant, the Security team informed Complainant that his behavior is not tolerated at Rivers Casino and he was ejected from the property for misconduct. The Complainant denied that her identification failed and claimed the Officer scanned the identification three times. As the. As a matter of policy, BBB does not endorse any product, service or business. The Officer determined that her behavior was no longer acceptable and the aggressive, profane language directed at him had escalated to a point that it constituted guest misconduct that would be offensive to other guests. I did immediately. Rivers Casino Security Officers are required by the Pennsylvania Gaming Control Board regulations to request and examine valid government issued photo identification for any patron attempting to enter if the patron appears to be age 30 or younger. In addition, Rush. The other lady said,very sarcastically, "You can seat yourself! More days went by and they asked me for a copy of my credit card. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. They let me in today Complainant did approach the Grandview Buffet cashier stands and waited approximately 5 seconds before the cashier who was throwing something away at a nearby trashcan approached the register to assist him. Sort By. The license failed both times it was scanned. The Complainant was eating food when the Buffet Supervisor was alerted and went to speak with the Complainant about the situation. Rivers Casino will not be reaching out to the Complainant again on this issue. He took a second to look at my boyfriends ID, but let him pass through. BBB is here to help. The Director explained that the license failed and the Officer scanned it only two times, as confirmed by the scanner and the video of the incident. He then re-entered the casino and tried to talk to three different employees about his dilemma, all were understandably occupied and unable to help him. They keep telling me I can cancel the money and bet with it. I placed a withdrawal on November 20, and they keep delaying my withdrawal. Days went by again and they asked for a different form to prove my business. The Officer determined that she would be denied entry for the evening and the Complainant was told to leave. He asked me if I wore glasses, I said yes but I have contacts in right now, I also had them in when I had my license photo taken on my 21st birthday. Usually I have my money within hours or a day. I gave it to them immediately. Several days have gone by and still no money. A security guard by the name of Ean took my boyfriends ID first, he told us both to move over to the side so we did. I've feel entirely disrespected by the customer service representatives who just told me I was wrong and what happened couldn't have possibly happened. Rivers sports book app added a new casino portion today and I thought I would try it out as I bet a lot of money in the sports book.. I left a detailed description of my problem along with my phone number and asked that he return my call as soon as possible. I also expect that if they are giving something away they also need to state parking charges when they occur. The policy does not provide cash reimbursements for Event Days parking fees. The Complainant, while not the actual Rivers Casino guest with the complaint, did call and left a voicemail for the Guest Services Manager on August 21, The Guest Services Manager listened to her recount what her son had told her. And I look at his partner and I ask can you please check my ID because this guy has a problem with it I think and he told me he has to side with his partner Ean and that I need to leave and when I asked them to speak to amanger they refused to grab one and threatened to call the police on me. In addition, the Officer had a concern about the photo matching the individual, he chose to ask for a second form of identification. She then threatened that if her son was not given his money back, she would go to the news to get them to cover the story. I explained what happened at the register.{/INSERTKEYS}{/PARAGRAPH} BBB Business Profiles are subject to change at any time. The Rivers Casino and Sportsbook will not give me a withdrawal from the online sports book. Need to file a complaint? I was shocked. The on-site Pennsylvania State Police officers also respond to these type of alerts. Match Play requires an equal bet on table games. Rivers Casino was able to identify the incident in question. I want my money. The Director of Security spoke with the Complainant herself on March 29, to discuss her complaint. In addition to using electronic scanners, Security Officers are carefully trained to review certain facial features and compare the photo to the individual standing before them. Rivers Casino offers a promotional offer for the parking fees it charges to other patrons of Rivers Casino, which is likely something no other parking lot or garage does on Event Days. Please see the enclosed Attachment A. During the conversation, the Vice President of Marketing informed her multiple times that she had -free parking but failed to comply with the rules i. I drove an 1 hour and 45 minutes to this casino to have a date night with my boyfriend. If they needed several documents, they should have asked for them at the same time. I go there once a month or so and I have never had to pay to park. It is a very serious issue, one that Rivers Casino does not take lightly. The Officer repeatedly informed Complainant that she needed to calm down. Status: Answered. Status: Resolved. His continuous disruptive behavior and his harassing language caused the Buffet staff to alert the Security department. I have collected money in the past from my winnings, but they won't give me any more money. This is ridiculous! The next day Monday, August 21, I tried to phone the casino to resolve the issue. Banquets being held on Event Days are provided with. I have not received a return phone call. Customer Response. Days went by and they asked for a copy of proof of my business. Rivers Casino has the largest parking garage on the North Shore and Rivers Casino attempts to maintain available parking for casino guests during these large scale events. File a Complaint. This matter has been settled with the customer. BBB Business Profiles generally cover a three-year reporting period. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints. BBB Business Profiles may not be reproduced for sales or promotional purposes. Customer Complaints Summary. {PARAGRAPH}{INSERTKEYS}Overview of BBB Ratings. During the call, the Complainant accused the Director of Security of lying to her multiple times before hanging up on the Director. It would be great to get the video on the day. Because the Complainant did not comply with the policies and rules, Rivers Casino will not mail the gift giveaway to the Complainant or provide any other type of compensation that she has requested in this instance. This time, several days went by, then they asked me for a copy of my drivers license. He then took my ID and scanned it in the computer, the then took it out and held it up to compare it to my face, he then proceeded to put it back Dino the computer twice, then again held it up to me. The offer then must be used that same day. A copy of the letter received is enclosed with this letter for reference. Complainant walked calmly with Security to the front door where he left without further incident. The Complainant then asked what type of compensation Rivers Casino was going to give her for her inconvenience. I signed up as asked in the beginning. I was told that if I had looked on the website I would have known that parking is different during NFL games. Complainant admits in her complaint that she knows she looks young and is only 22 years old. The information regarding the offer is shown on the ticket as well. I'm completely turned off to spending any more money with this business by how this entire situation was handled and not resolved when I'm someone who spends a very large amount of money there.. Specifically, the Complainant received free parking coupons in her monthly core mailer booklet, including free parking for September 17, Rivers Casino also posts large Event Parking banners prior to the entrances to the parking garage.