Complaints

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On approximately 3/21/2023 at 4:00 a.m., I was playing Mohegan Sun Online **** Games. While playing the "******* ***" game, I won the bonus round. Before the bonus game finished, I was disconnected from their server. I logged in again and tried to get back into the game to finish my bonus round and the game would not load. When I was knocked off the server, my balance was $74.00 + 8-9 free games left to play. The only way to contact technical assistance was via chat. I first chatted with Adam, who apparently filed a ticket (they do not provide any sort of reference number or ticket number) with the game provider. I checked the website daily, resetting my router, turning my phone off and on, etc. I am still UNABLE TO CONNECT TO THE '******* ***' game specifically. But I can access all other **** games. And my balance reads '0.' After checking the website daily after checking, I have been told that they are still waiting on the game provider????????? With technicality the way it is today, I am thoroughly frustrated. Over a week for a CASINO to fix a game, especially if it holding customer's cash. Today, I am being told the same thing. I am hoping with your assistance, I can retrieve my winnings. The following attachment shows my latest response. I didn't take previous screenshots because I trusted this company. Their records should show my game play on March 21 at 4 a.m. in the morning on the ******* *** game and how I was knocked off their server with multiple attemps to get back into the game and chat records daily.

  Business response

  04/04/2023

  Thank you for reaching out regarding the issues encountered while playing the ******* *** **** Game. After reaching out to the ******* Customer Service Team, our Mohegan Sun Team has been advised the issue is still being addressed. Currently they are still waiting on the game provider to get the game unstuck. ******* will follow up with the Ms. ******** as soon as the provider gets back to them. Unfortunately, at this time nothing can be done regarding the winnings until the game provider advises ******* of the amount she is owed.

  Customer response

  04/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: Thank you for making me aware that ******* is to blame and not Mohegan Sun!  I apologize for filing this complaint.  If the fault lies with *******, I will start a complaint with their business instead.

  I was suddenly able to get back into the ******* *** **** game today after 2 weeks and 2 days; however, it did not pick where it knocked me off the server 16 days ago.  The balance read zero.  It also did not give me the 9 free games that I had left to play.  My total winnings when I was knocked off the server was  approximately $74+ dollars.
  

  nevertheless, I feel unappreciated as a customer as I have been a momentum member for years.  Why can’t the business persist in trying to reach *******?

  
  Sincerely,
  
  **** ********

  Business response

  04/11/2023

  Thank you for providing your feedback,
  We apologize you feel unappreciated as a customer. We are always continuously striving to improve your experience as our guest. Our Mohegan Sun Team re-attempted to find a solution to the original complaint. We have been informed that the issue is still being addressed by the ******* Customer Service Team. They are still waiting for the game provider to get the game unstuck. ******* will provide a follow up as soon as the game provider gets back to them

  Customer response

  04/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: they provided the same answer to me several times, with the first response to my complaint, and now for the second response to my rejection.  We are going on one month with no resolution and *******/Mohegan (one in the same) still owes me money ??
  
  Sincerely,
  
  **** ********

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I won money on 3/7/23 . The amount was more than 5,000. I played a little and withdrew 5,000. It usually takes 48 hours to hit my bank . It has been more that 48 hours .it has been 7 days now . I reached out and they said it still pending and have no answers for me . It’s only a chat I can chat with . No live person at all . I emailed and waiting on response . They had no problem taking my money to gamble with . This is a very very big issue . I just want my winnings that is owed to me . Thus site always has problems. They never get back to you or anything

  Business response

  03/14/2023

  Thank you for forwarding the complaint submitted by ***** Franklin.  After reviewing Ms. ********’s ******** account, it appears she has been playing on the MoheganSunCasino app, powered by ******* since this online option became available in April 2022.  All cash bets and withdrawals are made directly with ******* through the guest’s ******* account. Although both parties work together, neither Mohegan Sun nor ******* have access to the other’s guests’ accounts. 
  
  We have reached out to ******* Customer Service, asking them to review the complaint and reach out to Ms. ********. We monitor the situation with ******* to ensure it is resolved. 

• Initial Complaint

  09/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I reached out via email to the online Mohegan Sun/****** about my account . I needed to know about my total winnnings and losses for Tax purpose and they could not provide that to me . It states they would have and gave this information . Every person I delt with could not tell me from the online customer service . They said a specialist would reach out via email and that has never happened at all . This is very important and I’m getting no help at all

  Business response

  09/20/2022

  Thank you for forwarding the complaint submitted by ***** ******** regarding a Win/Loss statement from our business partner *******. Ms. ******** did reach out to us directly via email and we immediately forwarded her inquiry to ******* to address.  Unfortunately, ******* can only provide an activity statement which is different to what Ms. ******** is use to receiving from the casino.  However, ******* has assured us, she can get all the information required on their statement and sent an email to Ms. ******** on September 19th explaining how she can get the information she was looking for from the activity statement. We now consider this matter to be closed. 

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I deposited money in the Mohegan sun casino online the 7th of April not realizing I couldn’t play there . After many correspondences they still have not returned my money. Every time I contact them I get a different story all I want is my money.

  Customer response

  06/02/2022

  Please close my case my bank filed fraud charges

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was only opposed to be charged 5000 and some changed and now I have been charged 10000 for a week stay I’m going crazy I can’t pay my bills

  Business response

  05/16/2022

  We reviewed your reservation dated 4/22/22 – 4/29/22 and determined that you were charged the amount you were quoted in your confirmation. Any other amounts you see on your bank statement are pre-authorizations and are not settled amounts. This is normal practice at the hotel. These pre-authorizations were released when you checked out on 4/29/22. The effective date of the release is determined by your bank and can take up to 7 to 10 business days or longer depending on the type of card. We have also reached out to our Accounting Department and confirmed that the releases were processed normally. Please reach out to your bank for the status of the releases. If you have any questions or concerns, you may call our Billing line at ************.

  Thank you,

  Kaiser L****

  Guest Experience Manager

  Mohegan Sun

  Customer response

  05/25/2022

  I was truly over charged why don't they have my booking from the internet on file 

  Business response

  06/01/2022

  Dear Mr. *****,
  
  We have reviewed your hotel reservation again and confirmed you had not been overcharged on your recent visit. Thank you for forwarding the copy of your credit card statement for reference; this allowed us the opportunity to investigate the charges on your statement further. We found the charges in question were from cash advances you had made during your stay.  Please find attached the signed receipts for each of the cash advances for reference.  They do corollate to the charges on your statement. 
  
  We appreciate you visiting Mohegan Sun and look forward to welcoming you back again soon.
  
  Sincerely,

  Michael S******
  Guest Experience & Training Manager
  Human Resources
  *********************** ** ************ ** ************ * ******* *** ***** *********** ** ***** **************

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON MARCH 24, 2022 I DEPOSITED $1500 INTO MY ONLINE GAMING ACCOUNT WITH ******. I MADE 3 $500 WAGERS AND SUBSEQUENTLY WON, TIED AND LOST 1 WAGER EACH. AGAINST MY WILL, I WAS GIVEN A $100 BONUS WITH MANY STRINGS ATTTACHED WHICH I DID NOT WANT. I THEN REQUESTED THAT I DID NOT WANT THE BONUS AND MY BALANCE WAS THEN DEDUCTED $600! I HAVE CALLED UNSUCCESSFULLY 3 TIMES TO TRY AND RECTIFY THE SITUATION. THEY HAVE SAID SINCE I FORFEITED MY BONUS THAT I LOSE IT AND ALL WINNINGS ASSOCIATED WITH IT. I HAVE TOLD THEM I DID NOT WANT THE BONUS AND HOW COULD THEY FORFEIT MY WINNINGS???? IT IS AN AGREGIOUS SCAM AND HORRIFIC BUSINESS PRACTICE. I THEN WITHDREW MY BALANCE AND CLOSED MY ACCOUNT, WHICH I DID NOT WANT TO DO. TO LOSE A LOYAL CUSTOMER BECAUSE OF THIS AWFUL BAIT AND SWITCH TACTIC IS SICKENING! I TOLD THEM I WOULD CALL THE BBB AND TELL EVERY SINGLE PERSON I KNOW TO AVOID AT ALL COSTS THIS PATHETIC COMPANY! ANY HELP WILL BE GREATLY APPRECIATED!!! I WOULD JUST LIKE TO HAVE MY MONEY THAT THEY PILFERRED FROM ME $500

  Business response

  04/04/2022

  Dear Mr. ******,
  
  Thank you for taking your time to let us know about your recent online gaming experience in ************.  Guest feedback is the greatest give a business can receive and yours is no exception.  Legislation regarding sports betting varies by state, for this reason our online gaming is operated by a third party, so we had to reach out to ****** ************ for assistance with your issue.  It is our understanding the ****** Customer Support Team had responded to your inquiry with the following information:
  
  After careful review of your ****** account, we noticed that the last deposit bonus you had claimed (on 3/24/22) was a 'Thursday Reload' deposit bonus which is advertised for 10x wagering on Casino or 20x wagering on Sports:  https://pa.******.com/casino-deposit-reload  We understand that you did not intend to claim this bonus, but it does appear that it was selected on 3/24/22 when your deposit was funded to your balance. 
   
  As stated in the promotions Terms and Conditions, it advises that, "In order to be eligible to withdraw the bonus funds and any winnings generated from wagers made with the bonus funds, players must wager their deposit and bonus amount (“Wagering Requirement”) 10X on all casino games or 20X on the sportsbook market. Making a withdrawal with any funds locked to a bonus or cancelling the bonus itself, prior to satisfying wagering requirements will result in the bonus funds and any bonus winnings being forfeited." 
   
  Unfortunately, since the active bonus was forfeited prior to the completion of the wagering requirements, any of the attached funds were also let go of when you agreed to the forfeit. 
  We are sorry, but Mohegan Sun in *********** has no jurisdiction over the terms and conditions for sports betting promotions run by ****** ************; so we are unable to provide any refund or make any changes to your ****** account. Should you have the opportunity, we hope someday to welcome you to Mohegan Sun ***********.

   

  Thank you,

  Kaiser L****

  Mohegan Sun Guest Relations

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

  Customer response

  04/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: it needs to be filed with ****** of ************ if their parent corporation is denying any responsibility for the deceitful practice which swindled $500 from me. I do not understand how they can get away with doing this to their customers.   If you need me to file another complaint against  ****** , please advise. But if ****** customer service was able to respond to my individual complaint, it would probably be frivolous to file another one.   They are a disgraceful, corrupt business to practice scams like this!!!!
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  03/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was playing on this companies online casino, as I have been doing for years. On February 4, 2022 I entered a bonus round and my game suddenly froze. Technical support was contacted and tried to troubleshoot the issue but they were unable to help me. They advised me they had to reach out to the gaming provider to resolve the issue. Here I am, six weeks later, and the issue is still unresolved despite multiple attempts at contacting technical support. The agents are blaming a third-party and don’t seem to care (and are honestly quite rude) that it has been over 6 weeks. I asked for the name of the third party and they refuse to share the information.

  Business response

  03/23/2022

  Dear Mr. **********,
  
  Thank you for taking your time to let us know about your recent experience with ******* ******* ******.  Guest feedback is the greatest give a business can receive and yours is no exception.  We apologize for the technical issue you had on February 4, 2022 and the frustration that ensued trying to get the situation resolved. 
  
  Our digital gaming in *** ****** is operated by a third party, so we reached out to Mr. ***** *********, Customer Service Manager with ******* ******* ******. He advised your issue was currently being worked on and he would be happy to be your point of contact moving forward.  Please find his contact information along with the ticket number of your request for your reference:
  
  ***** *********
  Customer Service Manager
  ******* ******* ******, LLC.
  Phone: 6*********** | Email:************************
  
  Ticket number for your request is ******.
  
  It is our understanding Mr. ********* was in touch with you on March 22, and has credited your account pending the outcome of the technical team’s investigation into the issue. 
  
  We appreciate you bringing this matter to our attention and providing us the opportunity to assist in making it right.

  Thank you,

  -Kaiser Leuze

   

  Team Member & Guest Experience Manager

  Guest Relations

  Mohegan Sun 

  1 Mohegan Sun Blvd
  Uncasville CT 06382

  Customer response

  03/30/2022

  
  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

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been going to Mohegan Sun a couple times per year for 20 years. Yesterday, my daughter took me there, and I was playing the slot machines, I am 66 years old and disabled, so I always forget to remove my players club card usually after the first machine, but that is not a big deal to me. As we were almost ready to leave, I was playing a little bit on one machine, and decided to go to another one,which kept spitting out my ticket, so I went to one last machine, and I was shocked when it said I only had 15 cents on there. I called for service. They were able to check the machine and verify that I had indeed put in a ticket with 68 dollars on it-just as I had told them-so I thought, this is good because they will refund my money-which as now at $61.15. Then, unbelievably, they refused to reimburse me, so I asked for the manager, who also refused to reimburse me, and in addition was very rude and demeaning to me. They made up all kinds of excuses-like they did not have the money, or someone else probably used it. However, I was in a small room and had kept my eye on these machines and nobody did use them. They also have cameras all over but did not offer to check those. Neither did they agree to see if at the end of the day if they came out ahead by that amount. I felt totally humiliated. I do not mind losing-and I had lost 200 dollars. But why in God's name would I make up such a piddling amount. As usual, it really is the principle of the thing. All I ask for is my 61.15 returned to me. I am also going to file a complaint with the gaming commission.

  Business response

  03/24/2022

  Dear Ms. *******,
  
  Thank you for sharing your recent experience at our property. Guest feedback is the greatest gift a business can receive and yours is no exception.  We sincerely appreciate your comments and we're very sorry your experience was less than perfect. Although using your Momentum card every time you play is how you earn rewards and promotions, it is also how we distinguish exactly what is your play on any machine.  It allows us to review your play to find exactly where an issue may have occurred.  As a highly regulated industry, we do have checks and balances, and even though the slot machine could identify a ticket for $68.00 has been used, there was no other recorded evidence to suggest there was a machine malfunction or specifically that any activity on the machine was yours.
  
  Staff did not offer to review camera footage as the cameras on the casino floor are unable to read information on individual receipts. Staff would also not able to check the slot machine for a discrepancy.  The slot machines operate 24/7; so they don’t have a specific shift time and dollar amount to start with, unlike a cash register, which  can show if correct change had not been given. And although you did not notice anyone playing at a machine you had left; we unfortunately have visitors to the property who are very watchful, especially if a guest forgets to take their ticket from the machine.
  
  Trying to piece together what may have happened when we do not have an accurate way of tracking the movement of a ticket is the reason the staff were unable to assist you further on the day.  For regulatory reasons, staff must be able to provide verifiable documentation of an issue for which they are returning funds. We apologize if you felt humiliated; but please know in situations like this, the staff are equally frustrated, when they can’t research an issue and provide a conclusive result. It is always their goal to successfully solve an issue so guests can continue to enjoy themselves.
  
  While we are unable to return $61.15 in cash or slot play, we have added a $75.00 dining complimentary to your Momentum account, which can be used at any restaurant at Mohegan Sun. To redeem your complimentary, please visit a Player’s Club Booth on or before September 30, 2022, with  your Momentum card and valid ID, and advise the agent where you wish to use the complimentary.  The complimentary needs to be used in full at the selected location on the date it is issued.  Please note alcoholic beverages and gratuity and not included.   
  
  We appreciate you visiting Mohegan Sun and look forward to welcoming you back again soon.

  Thank you,

  -Kaiser L****

  Team Member & Guest Experience Manager

  Mohegan Sun Guest Relations

  Customer response

  03/26/2022

  
  Complaint: ********
  
  I am rejecting this response because:As I said at the beginning of my messaga, I only visit there maybe a couple times per year, and I have no way to get there by September to take advatage of a free meal that I cannot eat anyway because of religious restrictions- I do not eat any food that is cooked by unknown peopke. And I do not thank you for this. Not only will I never come there again, but I will tell anyone I know that is thinking of doing so that they do not put the customer first. The manager said that they did not "have" enough money to pay me back. That is a real laugh. Cheaters and thieves.

  
  Sincerely,
  
  ***** *******

*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. ↩