Complaints

• Initial Complaint

  10/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On October 26, 2024, I paid $150 for a bingo buy-in at Morongo Casino. The reason I chose to play bingo at Morongo that day was because of a costume contest listed in their bingo promotions taking place on that day. First prize paid $500. I spent several hours preparing my costume in the weeks prior. On the day of the contest, as I was waiting in line to buy-in to bingo, I asked an attendant when the contest would take place. He answered, "At the end of the 2nd intermission and we will let you know 5 or 10 minutes before the intermission starts so you can start getting your costume ready. At the beginning of the first intermission, they announced the costume contest was going to take place in ***************************** the car because I could not sit and play bingo with my costume on,I rushed out to my car and threw my costume on and rushed back to the bingo room. When I walked in, I saw the contestants were lined up but the voting had not yet taken place. I asked the bingo manager (I think his name was *****) if it was too late to get into the contest. He said yes. I was so upset that all my hard work had been just tossed away because management changed the time of the contest. I asked for a refund and ***** told me that was not going to happen, and then called the sheriff to force me to leave because I was so upset and could not stop crying. I gave my bingo machine for which I had paid $150 to my husband to play so my money would not got to waste. Unfortunately, the attendants took my machine away from my husband after I left so my machine went to waste. I paid $150 for a buy-in I didn't get to play. Basically, the casino took $150 from me and I got nothing in return. On top of that, I wasted several hours and approximately $50 making my costume, driving 1.5 hours each way to the casino, and I didn't even get a chance at the costume contest due a sudden change in the contest program without warning. All I am asking for is my $150 buy-in refunded.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I outbid people at our annual museums silent auction to win a morongo voucher for a "canyon view king bed room"This year, I booked a stay for October 2nd for my anniversary. We were in a hurry to get to the restaurant so we could eat, so we checked into our room, deposited our items, and proceeded to the restaurant. However I was not happy with the freeway view as that's not the room type that I had pre booked. At the restaurant I called Morongo **************** to explain my grievance. Doing so put me directly in contact with the supervisor ****** ******. When I explained to him that my room wasn't right he proceeded to tell me how there was no such thing as a canyon view and that the city of ******* had no canyons. I explained to him that I knew better and that both the website and my ticket said exactly that. I asked him for someone to come speak with us as our food was on its way and he was rude and told me I should be thankful for what I got as it was just a free ticket anyways... my girlfriend, who is a lawyer, decided to go talk to them and so did the restaurants manager. The manager came back 5 min later saying that she tried to explain to them and that they were also rude to her. At this point I decide to try and speak to a manager or anyone above ****** ******, but get transfered to a slots manager named ****. **** tells me that he is on his way to come talk to me at the restaurant so I proceed to the restaurants entrance and wait 25 minutes for the manager to arrive. Food is now untouched and getting cold fast. Chop tried to offer us $200 in slot play and free lunch the following day. I try to explain that I no longer feel comfortable being there and that I'd just like my voucher back and to leave. After we pay the check we were then forcefully removed by security and at one point I was even pushed into the elevator. All because I tried to file a formal complaint against the customer service supervisor. Clear and cut case of reprisal.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On February 27th 2024 around 3:30 p.m. I went to go cash in my winning ticket once my money was free I then put $5 back into the machine so that I can get single bill but my money did not come out the machine read error and told me to go to the cage in which I did and explain to Morongo employer that my money did not come out the machine she then had me to wait for a manager once the manager approached me he had me wait for about 2 hours only to tell me that I was lying and that I did not put my money into the machine when I know in fact I did I asked him if I could speak with a manager he replied he was the manager I've been asked if I could speak with someone higher than him he replied there was no one other than him and then gave me a dispute form but no one has contacted me even though I've been calling trying to get this issue resolved still today it's still remains unresolved the number on the dispute form ticket number 10 9860 and my Morongo report card number is 112 764 38

• Initial Complaint

  01/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I reserved a room for 1 night at the hotel and casino for my wedding anniversary on 1/27 and we experienced a very uncomfortable stay in the property due to being placed in a room next to a noisy elevator that continuously ran through out the night. Because I have a disable husband I did request to be closer to the elevator however we were warned about the nosy elevator and that we would experience a sleepless night. Since my husband is newly blind it was a hassle to drag him and our luggage back down to make a complaint late night after our dinner. I called early morning to notify the manager and was only offered to rest even longer in the room for a late check out which I think is absurd to want to spend anymore time in the room listening to the disturbing inconvenient noise. The quality we received for what we paid for the room for our anniversary was very dissatisfying to say the least!

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I visited the buffet on 10/22/23 had to make a reservation at 3:30. First issue they have changed there policy you must make a reservation for the buffet you cant wait in line. We went to celebrate my sister ******** we had a large party of 8. We were told we would need to pay more to sit together and wouldnt be able to be seated until 4:30. Mind you we arrived at 2:30p.m so cashier said you can ask at check in if you have anything near each other they could try and accommodate. So a two hour wait was not ok. When checking in at 3:30 my sister asked check in person ****** if possible to have our party seated in the same section not together. She responded rudely to my sister and went out of her way to sit us in opposite sections. The other party that we were with spoke to her and began yelling and being disrespectful to them as well. We let her know she is in customer service and needs to learn to be more professional. We would reach out to corporate and laughed. The other representative were kind but stated that she purposely did that and even though there was tables around and available they would get in trouble if they tried to seat us together. Ive never been treated this way and feel she needs to be spoken to its not ok.

  Customer response

  10/25/2023

  Yes I made the reservation for 3:30 on your website it states payment required for reservation. Which is why I attached a copy of my receipt. I also spoke with the front cashier and explained the policy was different and he can take my payment for my reservation at 3:30. That we could come back and thats where we had the altercation with *********** 

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