Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a Mohegan Sun online casino user and I accrued winnings and it is near impossible to withdraw. I went to use my card and it says I’m able to deposit but not withdraw. The only options for withdrawal are the cage, ECH or ******. When I use ****** it says “you cannot link to this page 9001”, so it’s either a backend issue or a scam.

  Business response

  12/03/2024

  Hello,

  Can you please provide screenshots showing what you are referring to?

  Thank you,

  Heather

  Customer response

  12/03/2024

  Will not let me use ****** on their app or website due to a backend error

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I use online casino app of Mohegan sun. I received email that if I deposit in next few days, I will receive 100% match up to $100. I deposited $100 and I don’t receive anything. I contacted support via chat in app and they said someone will email. No email in 48 hours. I contacted support again and they told me same thing again. I believe this is a scam. App is promising for 100% match and once players deposite, they don’t match. I have attached the picture of the email I got and the deposite I made right after it.

  Business response

  10/09/2024

  Good morning,

  I reached out to our Player Development Manager of Gaming and he will be reaching out to Mr. ******** to discuss further.

  Thank you,

  Heather

• Initial Complaint

  09/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was supposed to be concierged and transported from ******* ************* Airport after my trip from *********** ** and be at the Mohegan Sun Hotel and Casino after the casino executives (Jeffrey H******** et al) took more than $90,000 from me and my business partners. But there was no service, no transportation as discussed. To date, they want me to stay at other hotels until they "check on the situation." I need a refund.

  Business response

  09/17/2024

  Good morning,

  I forwarded this complaint to President and General Manager Jeffrey H******** and he will be contacting Ann.

  Thank you,

  Heather

  Customer response

  09/24/2024

  It has been several days and no response from The Mohegan Sun General Manager Jeffrey H********

  I need a refund on ******* ****************

  Please advise.

  Thanks.

  *** ***** *********

  Business response

  09/25/2024

  Good morning,

  I have spoken to President and General Manager Jeffrey H******** and we are considering this complaint spam and closed.

  We do not know who this patron is, nor have we been in any type of communication with her in the past.

  Thank you,

  Heather

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction: 8/6/2024 Amount of the Deposit: $25.00 Website: ******************** Account #: ********* I received hundreds of promotion emails to deposit and play online. So i deposited $25 but then access was blocked due to state restrictions and not allowed if in *** **** State. So I immediately contacted them to issue a refund and let them know what happened. I wasn't aware of the location restrictions and ask why it allowed me to deposit. They immediately said a refund was processed. They never mentioned how long it would take and it's been sitting in my bank account as "pending". My bank can't help since it's not "completed" transaction. I reached back out to ******************** online chat and was today informed that it's been reversed but can take 7-14 business days. It's been 7 business days and still shows "pending". I am initiating this dispute because I do not feel it's going to refund because of the status "pending" and they took my money immediately, why should I wait 7-14 days for a refund? In addition, they are not responding to my emails.

  Business response

  08/15/2024

  Our apologizes for any inconvenience this may have caused but this location is ******* *** ****** in *********** ** and we do not have access for the online gaming. You may contact them at:

  The ** online gaming support contacts are:

  *************** *****************************

  Sincerely,

  Heather 

   

  Customer response

  08/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  08/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding a recent contest I won at a summer concert. The contest required me to provide my personal information—including ** ****, c***** **** *******, ****** ******** ******, *** ***** ***as well as pay a $25 fee to participate in a game. I won the grand prize of the contest; however, my experience since then has been deeply unsatisfactory. After winning, I was instructed to contact a gentleman named John S***** to claim my prize. The communication with Mr. S***** has been extremely poor. My emails often went unanswered for days, leading me to suspect that this might be a bait-and-switch scheme. When Mr. S***** did eventually respond, the process was inconveniently managed. I was given a date for prize fulfillment that did not accommodate my availability, which seemed to prioritize the business's convenience over mine as the winner. Furthermore, I received a confirmation of the room I won but was given no additional information regarding the location, what I need to do, or who I should report to upon arrival. This lack of clear communication has created unnecessary confusion and frustration. It feels as though my personal information was collected primarily for the purpose of accessing my details, rather than providing a well-organized prize claim experience. I am requesting immediate clarification on the following: Detailed information on how and when I will receive my prize. Clear instructions on where to go, what to expect, and who to contact upon arrival. An explanation for the poor communication and lack of responsiveness regarding my prize. I hope this matter will be resolved swiftly and professionally. Thank you for your prompt attention to this complaint. Confirmation number *****

  Business response

  08/15/2024

  **** *** *******
  
  Thank you for reaching out regarding this issue. We deeply apologize for any inconvenience or confusion we may have caused. The information collected at these events is in accordance with *********** State Law that requires online gambling sites to confirm user's identity before successfully completing the registration process. It was communicated upon winning the One-Night Hotel Stay prize that all dates are based on availability as we must work around other complimentary reservations that have been made prior to your booking. John is an hourly employee who has scheduled days off which is why his initial response to your email on Sunday August 4th was initially delayed. I can assure you that John responded as swiftly as he could based on his daily job duties. I apologize that John did not send more detailed information about how to claim your reservation that he made for you on 9/7/2024. Please save the confirmation number that he sent over and have it accessible when you arrive to Mohegan Sun on the date of your stay. Once you arrive, please go to the main check in desk in the hotel lobby located in the Shopping Concourse and provide one of the hotel employees with that confirmation number and your ID. Once you are checked in, you are free to enjoy all of the different offerings that Mohegan Sun has such as gaming, dining, and entertainment. Again, I apologize that your experience with this prize has been less than satisfactory, please reach out to me with any questions or concerns.
  
  Colin M******
  Event Manager
  Digital Gaming
  ************ ************************** "
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The complaint is against ******* and Mohegan online casino. I was playing one of their slot games and I won the major in a slot round and I should’ve been paid out $40 instead the slot game froze. I took a screenshot to show that collection was in progress and it froze and exited out of the game when I went back in the game had reset and did not pay me. I complained to both Mohegan and ******* several times had it reviewed and was told that I was paid $.70 for that round and that was proper and they weren’t gonna pay me anything else so I feel like I’ve been deceived and cheated.

  Business response

  07/15/2024

  Hello,

  Unfortunately, ******* is an outside Vendor who manages the online ****** ***. We do not have access to their system, and we forward all inquiries to their *******************. Please email them to discuss further.

  Thank you,

  Heather

  Customer response

  07/15/2024

  Please send the original complaint to the email provided by Mohegan Sun in their response 

  Business response

  07/15/2024

  Tell Hello,
  Unfortunately, ******* is an outside Vendor who manages the online ****** ***. We do not have access to their system, and we forward all inquiries to their *******************. Please email them to discuss further.
  Thank you,
  Heather

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is ****** ******. I’m writing a complaint against MoheganSun Casino for Discrimination, Unprovoked harassment and Mistreatment of a customer.On 4/24/24 I was making my first deposit as a new member because I had just signed up days prior with MoheganSunCasino online. When using any online gaming I use a separate bank account in which I deposit a certain amount of money for gaming purposes. On this occasion I deposited 125.00. When attempting to add funds to my gaming account my transaction was continuously declined. Not understanding the reason I went to my bank account and saw the my transaction was being declined because funds were already taken by MoheganSun. I then changed my deposit amount and was able to add funds to my online gaming account and I played with the credited funds and promotion code. But in reference to the uncredited funds taken I contacted MoheganSun and spoke online with a representative. I explained the situation and instead of helping me; She made me feel like a criminal. I explained to her that an additional withdrawal was taken from my bank account and I wasn’t credited on my online gaming account. She told me that this wasn’t the case. That I had no other transactions and all my attempts were declined. I then asked for her name and called the main number when they opened. Again no one was willing to provide assistance or even offer a research request. Again I was treated like a liar, criminal and a scammer. I then wrote multiple emails to upper management and customer service based on names and email addresses I found online. Not only do I have confirmation from my bank both verbally and in my statement, I have confirmation emails from MoheganSun for both transactions 4/24/24 $50 and 4/25/24 $50. To make matters worse they sent the Police to my home in **, referred me to gambling anonymous and a mental health org and closed my account. Im Traumatized. I could have been taken from my home because people didn’t do their job.

  Business response

  05/13/2024

  This complaint involves Resorts Digital Gaming.

  Mohegan Sun Casino have no affiliation with the ** team.

  I have requested a manager from resorts to handle this complaint.

  Resorts is preparing a summary of events and will respond to the complaint directly once they have finalized their summary of the events that took place.

  Thank you,

  Guest Relations Manager

  Business response

  05/14/2024

  The patron has had their $50.00 returned and the issue is no longer pending.

  The patron had contacted into customer service with a payment issue, and their ticket was erroneously marked as solved. When the patron followed up, she mentioned statements regarding of past issues with self-harm. This caused us to issue a wellness check to the patron's house and we blocked the patron's account due to potential responsible gambling issues. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In December I stayed at the hotel which I have done MANY times in the past 20 years NEVER had a issue, my last stay they said my room smelled like marijuana after I checked out. I told them I don’t smoke pot or even cigarettes for that matter and explained that I work at the spa and it smells of marijuana ALL the time and I have spent many days in the back spraying so that our guests were not disturbed, nobody was back there smoking it comes through the vents constantly. They did not believe me and proceeded to keep my deposit and charge my card on file. I talked to many people including through social media refusing to pay the rest of what they wanted. I was willing to get my co-workers to attest to the constant smell. The manager of the hotel was rude and refused to budge and because of this I have lost my job at the spa because I refused to pay for something I didn’t do! I offered to take a drug test to prove my case. I am disgusted on how I was treated after being a loyal patron for 30 years! I was the one that told them I worked at the spa had I been guilty I would have hid that fact and paid so not to ruin my career. I am not the first person they have charged without clear evidence! A smell? There was no physical evidence because it never happened. Would I have given up a great job? I would have just paid and moved on with my career. They have caused me so much stress and anxiety. They should really think about my case and know I wouldn’t have given up a supervisor position if I was truly guilty!!!

  Business response

  01/12/2024

  Thank you for forwarding the complaint submitted by ******** *******. To maintain the integrity of our nonsmoking hotel rooms, any room which when entered smells of smoking is immediately taken off market to be thoroughly deep cleaned; and the guest is charged our standard smoking fee of $500.00. Signage regarding our smoking fee is posted in all nonsmoking rooms.
  
  ******** has been a regular guest at Mohegan Sun for multiday stays throughout this year all while working at ******* Spa. There were no other visits where smoke coming through the vents or her clothing impacted the odor in her room. There is an unpaid amount of $400 left on the ******** guest’s reservation and she was informed that she cannot stay again until this amount is paid in full. 
  
  Mohegan Sun is not involved with or privy to employment matters at the ******* Spa. 

  Customer response

  01/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: they in fact contacted my employer MANY times saying I need to pay it and when I spoke to Amy the hotel manager I asked her what my job at the spa had to do with the casino and she said I had to pay! And that if I didn’t she would continue to contact my manager!!!! So yes I lost my job over something I didn’t do!! I don’t care I can’t stay there you think I want to take the chance of this happening again? I do not smoke!
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  01/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To Whom It May Concern, I am writing to file a formal complaint regarding a distressing incident that occurred at Mohegan Sun Casino today. My brother, who is legally blind, was subjected to unacceptable treatment by one of your servers. During our visit, after experiencing losses in gambling, my brother requested a martini espresso from a walking server. Shockingly, the server not only brought the drink but also refused to hand it to my brother, alleging he was intoxicated and incapable of holding the beverage. This behavior is not only offensive but also raises serious concerns about the treatment of individuals with disabilities. Given the gravity of the situation, we are submitting this complaint to the ******** ********** ** ***********. We believe this incident requires a thorough investigation to ensure that individuals with disabilities are treated with the respect and dignity they deserve. Enclosed with this email, you will find a detailed account of the incident for your review. We appreciate your prompt attention to this matter and trust that the Consumer Department will take appropriate action.

  Business response

  01/17/2024

  Food & Beverage Manager left a voicemail last week for the guest to return the call to discuss the formal complaint.

  Guest has yet to return the call.

  Food & Beverage will also send a follow up email to the guest.

  Thank you,

  Heather P***

  ********************

  Business response

  01/18/2024

  Patron was contacted by Food & Beverage Management on 1/18/2024 and spoken to about the complaint.

   

  Thank you,

  Heather P*** ********************

   

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Playing online casino slots. I. Special Offer- All bet/wages losses returned free. Dec. 23 3am I chose this offer and wagered over $500 and never received funds and was denied saying it was for first time users. I clicked on the special which did not clarify this and it brought me straight to the casino games leading me to believe the offer was accepted. Have Screen shot. 2. I also have a screenshot of an email that offered free spins on the ********* game and I was never able to receive the offer in my app. I notified Mohegan Sun and reported it and they did nothing.. 3 I was playing ******* ** ********* slot game and it froze at the bonus round twice… And I lost the wages I would’ve won from two bonus rounds. I reported it to Mohegan Sun three times and they have not responded.

  Business response

  01/12/2024

  Thank you for forwarding the complaint submitted by ****** *******.  Please know we have reached out to ******* on the guest’s behalf and the issue has been addressed and resolved. 

  Customer response

  01/24/2024

  This add is not clear. I assumed it’s was a New “Offer” and not exclusive to a “New”  user which it is. And I assumed the offer lasts for 24 hrs, nothing to do with being a first time user. The wording is carefully crafted to suggest it’s for anyone. “New Casino Customer Offer” 

  So you tap the play tab and it brings you straight to the slots. Why wouldn’t you think you obtained the offer? 
  I played an amount On Dec. 23 2023 at approximately starting at 2am that I would not have otherwise have gambled without the offer. I wagered towards $1000 since I looked at the activity on the app. This would have all been returned with the offer. 
  This is my complaint and Mohegan Sun denies complete responsibility for the’re craftily worded offer and the idea that it is not transparent by which the wording is and by the way the play tab automatically brings you to the casino with no indication of offer denial.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩