Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/29/2024 about 10:00AM my wife and I were in line at the Viejas Casino and resort for a free gift offer that we had been invited to by Viejas supervision. My wife and I were Gold and Platinum card members within the past and had not been to the casino for several years. We were invited to this gift offer event to try and get us back as customers. While waiting for the event to start, several of us were treated disrespectfully by a Viejas employee named ******. ****** argued with us and several other guests, finally losing her temper and shouting. When I intervened and told ****** that she was in trouble, calling supervision on my phone, Matha went to a security guard named *****, telling him that we and others were being unruly and threatening her. This resulted in several security guards being called to our location, including the day sergeant who were all then posted around us even though we had done nothing wrong. As stated, I had called Viejas supervision about ******** behavior. The whole altercation took place during a 5-minute period of time as ****** had just been assigned to our location. To keep from getting into trouble, ****** quickly left, stating she was taking a lunch break leaving before Viejas supervision arrived. I called Viejas supervision twice over a period of about 45 minutes and while we all gave our location and were promised that a supervisor had been dispatched, Viejas supervision never showed. My wife and I also witnessed several other discrepancies during this Viejas visit that occurred during this gift event. My wife and I were planning on staying, eating at a Viejas restaurant and playing the evening Viejas bingo but our visit to Viejas was ruined by this incident. I have reached out to Viejas supervision, security, community relations, and media relations however no one has contacted us back in return. I have included a full detailed report on everything that occurred during the incident (see Upload document).

  Customer Answer

  Date: 12/04/2024

  I wish to speak with the Viejas Casino and Resorts Supervisor who oversees the manager and staff who were in charge of the gift giveaway event that was held at the Viejas Casino and Resort on 11/29/2024. I spoke with the manager of casino promotions yesterday (12/03/2024) and she feels that she should not be held accountable as she and her staff were all on the second floor at the time of incident. I need to speak with this managers supervision because she was in charge and she is accountable. The BBB does deal with refunds, which means that the BBBs request for clarification is not exactly clear. Viejas actions of their employees and their security were not appropriate in the treatment of their guests in regards to this incident. At the very least, I need to talk to their head of supervision within the hierarchy of their Casino and Resorts Supervision. We then can both agree on whats appropriate to move forward in the resolution of this matter. Does this clarify things for you enough?

  

  Business Response

  Date: 01/28/2025

  Dear **** ******,
  Thank you for reaching out and sharing your recent experience with us. We deeply value feedback from our guests, as it allows us to continually improve the quality of service we provide.
  We regret to hear that your visit did not meet expectations and that the interaction with our team member left you and your wife feeling disrespected. Please know that we take such concerns seriously, as this is not reflective of the service standards we aim to uphold at Viejas Casino & Resort.
  After reviewing the incident, we understand that despite the misunderstanding, you were able to participate fully in the gift offer event as well as all promotions and opportunities available during your visit. That said, we regret that the interaction with our staff impacted your overall experience, and we will be addressing this internally to ensure better handling of similar situations moving forward.
  While we are unable to offer complimentary accommodations or meals in response to this matter, we assure you that we are committed to providing a more welcoming and seamless experience on your next visit to our property.
  We would be delighted to welcome you back and reaffirm the exceptional level of hospitality that you deserve. If you have any further questions or feedback, please do not hesitate to contact us directly at [contact information].
  Thank you again for bringing this to our attention.
  Sincerely,
  ******* San ******
  SVP Advertising
  Viejas Casino & Resort

  Customer Answer

  Date: 01/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was stuck in elevator for 3 hours jolted when it abruptly stopped. I can not turn my head either way to even drive myself to the Dr. ** see what's wrong. The permit of elevator was from a different county and the Viejas fire department didn't even have the emergency key to get us out. They didn't even know how to rescue us or where to insert the key I feel the fire department should have a course on how to rescue people from elevators they were taking turns trying to figure it out

  

  Business Response

  Date: 01/28/2025

  Dear ****** *****,
  Thank you for reaching out and providing detailed feedback regarding your recent experience. We sincerely regret to hear about the distressing situation. Your safety and well-being are of the utmost importance to us.
  Regarding your concerns about our staff, please rest assured that your comments have been taken seriously. We are committed to ensuring every guest interaction meets the highest standard of professionalism and support. We will review this incident internally to ensure our teams are well-equipped to manage such situations effectively and empathetically in the future.
  Once again, we apologize for any inconvenience caused and appreciate you bringing this matter to our attention.
  Sincerely,
  ******* San ******
  SVP Advertising
  Viejas Casino & Resort

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a patron with Viejas for over ************************************************************************************************************************************************************* and I told the supervisor at Baron Long this. The supervisor puts that notes in the computer and now the server ******* aka "*****" sees it and starts asking employees there why do I not like her. I have the right to ask not to be served by a bad vibe employees. She is always arguing with the staff there, and complaining. I don't say anything to her, I don't look at her and I don't even think about her. I am approached by a Viejas employees asking me not to look at her because this person feels threaten or intimidated by me. I was in complete shock! Why would the casino even approach me with an employee issue, that is something that needs to be dealt with in house. But since they felt they need to confront me, they also decided to not listen to anything I said when I told them, that I don't talk to this person, nor do I care about the person to even look at. They keep saying we have to stand with our staff and they did an investigation. I told them show me any reports or videos showing me talking to this girl or even looking at her out of spite. If she is in my way of looking in a certain location than that is not my issue. I was so disappointed in this illegal investigation that they supposedly was video taping me without my knowledge. They did not do any thorough investigation before accusing me of this nonsense. Why all the sudden she feels threaten after she sees the Manager notes in the computer that I do not want her to serve me but all this other time, she never said anything. Viejas did a poor job of handling this situation correctly.I then complain to the tribal council and it was complete crickets. They did not reach out, they did not care. Do not commit to this place, they don't care about their guest.

  

  Business Response

  Date: 11/10/2022

  Thank you for reaching out to us.  We appreciate your input and your patronage at Viejas.  I have consulted with our management staff and reviewed the reports and your summary.  I fail to see an actual business complaint or any request of restitution required or requested.  This incident is noted, however it passes without merit.

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Viejas resort and casino in Alpine area *** the head manager had refused/taken the money from me I was playing a slot machine with my girlfriend for our anniversary and as we hit the middle jackpot the machine froze and stopped working and we had to call assistance over and I was told that they couldn't do anything the only thing I could do was to file a complaint with the players committee I believe and I asked for the paper four different times never received it was told I was going to be giving it in the end had them(viejas security ***** and *****) try to rip my phone out of my hands and causing damage and I had video evidence as well as they tried to pull my girlfriend away into an office to talk to her alone without me.

  

  Business Response

  Date: 12/07/2022

  Thank you for your feedback.  In review I don't see any request or claim with specific information regarding your report.  I would ask that you submit your myViejas players ID, the date of the event, the machine you were playing, and the bet you were wagering.  You can also send a letter with that information to:

  VIEJAS TRIBAL GAMING COMMISSION
  
  Address
  5000 ************
  ******, ********** 91901-1656
  *************

  Thank you again for reaching out and we look forward to hearing from you.
  

• Initial Complaint

  Date:09/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Viejas Casino is abusing players in the following items. Someone with professional and moral responsibility towards players/community needs to go in person, play the machines and bring issues to management to see how this is really happening and do not excuse them. See for yourself.* After loosing for instance $2800 or $3000 I have requested free play, I been told I only lost $75. They tell me in my face I only lost $75 when I'm fully aware of how much money I spent. They are lying.*Several machines do not apply winnings to your credits, I have informed managers and had other unknown players to me who seat besides me observe and use them as witnesses, management have intimidated me, asked other players if I'm bothering them and tried to throw me out of casino, other players have expressed they have witnessed the machine not crediting my small winnings, management open the machine and say I'm lying. There is something in machine not recording correctly. * Machines signs that read bet higher for higher bigger jackpots and only give you bonuses on ,88 or ,50 CTS.betting higher just take your money no bonuses. This is deceiving on behalf of casino, takes signs off.I've lost **** I have witnessed players loose ***** in slots and get 0 winnings. This is not okay.I also think casino is "retaliating" against me because I have complained and walk around showing management how several machines seem to be suspended /frozen after 10 pm, coin pots looking the same which should not be as players put different amount of $ in each.It seems this casino is deceiving it's players in the above ways. I understand they are big corporation and have lots of $ to bribe, but I do like to call your professional and moral responsibility to the community and players who are not getting fair opportunities but lies and deceive. Have many investigators go under cover, play the machines see for yourself and do not protect this place that seems more like a DEN of THIEVES.

  

  Business Response

  Date: 10/05/2022

  *****, thank you for taking the time to bring your thoughts forward regarding your experience.  We appreciate your input and we are grateful that you have chosen Viejas, *********'s Luxury Gaming Resort.  In regards to your claim, Viejas hosts gaming as an adult entertainment experience, not as a financial investment vehicle.  You clearly play of your own volition and at your own risk.  Viejas makes no claims and never has made claims on payouts, winnings, etc, regarding gaming and gaming devices.  The intent of the gaming devices is to provide a enjoyable and exciting gaming experience.  If you feel that you are not enjoying yourself while playing you may need some help.  There are free services available for you.  Please contact 1 800 Gambler if you feel as though you may have developed a gaming problem.

   

  Regards,

  ******* San ******

  SVP Entertainment & Advertising

  Viejas Casino & Resort