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:04/24/2025

  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 applied and was interviewed 3 separate times, after the third interview i was asked to give a drug test. Nowhere in the application or the requirements did it mention a drug test but i complied. They called me a week later saying they cannot hire me due to me having THC in my system when it says nowhere that i cannot have it in my system just that its not allowed on the property. I live in ********** and a job cannot refuse to hire you because of ***. I had a medical card since i was 18 and i am anorexic without it.

  Business Response

  Date: 04/25/2025

  Abbigail -

  Thank you for your feedback.  We do reserve the right to drug test applicants and choose not to hire someone based on those results.  As Yaamava' Resort & Casino is on sovereign land, we follow the national guidelines for illegal drugs.  I apologize this was not disclosed to you during your interview process.

  - Yaamava' Resort & Casino

• Initial Complaint

  Date:04/10/2025

  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.

  I lost a money voucher and tried to report it right away less than one minute. It took them 20 minutes to look into the system to do this by then the ticket have been cashed. The ticket amount was $483. I filed a police report with the San Bernardino county sheriff case number *********. Ive also spoken to ******** ******* ***** who worked at the casino and handled it. I have received zero follow up and I have tried to contact Yaamava through email. I received one phone call and they hung up soon as I answered.

  Business Response

  Date: 04/14/2025

  Good ****************************** am so sorry to hear you had a negative experience.  When a guest loses a cash voucher, we do the best that we can to track that voucher.  Whether it was put in another slot machine, ATM machine, or cashier. It is difficult for us to quickly find the person that used your cash voucher because lost vouchers tend to move around.  Once we pinpoint the most up-to-date transaction that your cash voucher was used for, we can check surveillance footage to find that person.  We do the best that we can to assist you with pressing charges against the party that picked up your ticket.  However, we do not reimburse a guest for cash voucher losses due to dropping or misplacing of the ticket.  Similar to how a grocery or retail store would not reimburse a guest for having dropped cash at their store if someone else picked it up.  I am truly sorry for your monetary loss and appreciate your understanding.

  *****

  Yaamava' Resort & Casino

• Initial Complaint

  Date:04/01/2025

  Type:Order 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 am in real estate. I was on my way from Orange County to Cherry Valley CA. I stop off at Yaamava. This casino is disgusting and a joke. Employees are the most rudest people I ever came across. I couldn’t even get a cup of coffee, all employees having having fun laughing talking with each other there was nobody at the bar, I couldn’t get coffee anywhere, no coffee carts anywhere, I couldn’t even find an ATM machine that worked, this place is managed horribly. I addressed my concerns to an employee he couldn’t help me instead he sent me downstairs to look around. I walked around for over 30 minutes. I went to club membership and asked to speak to a manager, the manager was rude to busy to help me. This place is a joke. I left and went to ******* ****** where my experience was day and night. Get a life Yaamava

  Customer Answer

  Date: 05/01/2025

  Yaamava DO NOT PLAY GAMES WITH ME UNDERSTAND? 
  

  Yaamava representative was fully aware I was on my way to the casino and I was very close. She said she because I was so close she would immediately post the funds. Don’t go on my complaint with BBB abs lie through your teeth and tell everyone 2+2=5 the sky is green and grass is blue. Your snotty response is why Yaamava is going down the toilet, get a life 

  Business Response

  Date: 05/02/2025

  I appreciate your understanding regarding my previous response, which may not have met your expectations. It appears that this matter with the BBB complaint has reached its conclusion. I regret to hear that you continue to feel dissatisfied with Yaamava' Resort & Casino, and I understand your inclination to explore other venues. Should you choose to return to Yaamava' Resort & Casino in the future, we wish you the best of luck.

  - Yaamava' Resort & Casino

• Initial Complaint

  Date:03/18/2025

  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.

  February 21, 2025 - **** ******* standup show at Yaamava Theater. I bought 4 tickets to see **** ******* at ***************. 2 tickets were purchased on Dec. 11th through the Yaamava website (through ******* servicer) for $228.36. I purchased 2 more tickets on Feb 21st through stubhub for $190.47, for a total expense of $418.83. All 4 tickets were available on my axs app, which was the only way to scan the ticket for entry.When we arrived at the theater we were denied entry due to a surprise age restriction of 21 and up for the entire Yaamava complex, including the theater. We had brought our teenage sons to the show, ages 16 and 17. This age restriction was unexpected since there were no communications regarding this policy in any of the e-mails I had received leading up to the event. (See attached photos of the confirmation email and various screenshots of ticket purchasing).I attempted to get a refund immediately from the Theater box office, but they were dismissive and rude, and I was told there was nothing they could do except to take it up with *******. There was no exchange offered, or other form of compensation. We also spoke with 3 security guards who were equally dismissive and unhelpful, unable to offer any support or refund of any kind. The customer service overall was very low. This was extra devastating since these tickets were a Christmas present for my son, who was now very ******************** does not do refunds unless the show is cancelled.I am seeking a full refund from Yaamava casino in the amount of $418.83. I didn't see any mention of the 21 up policy in any communications in my e-mail or during purchasing. Other casinos in the area do not have this policy (**********************************************************, etc) and will allow all ages to attend shows at the theater regardless of an age limit for the casino itself.

  Business Response

  Date: 03/19/2025

  ****** -

  Thank you for the feedback.  I apologize for your experience with your ticket purchases.  We try to recommend guests to use our website that is clearly labeled that all guests must be 21 or older to enter the casino.  We cannot control what other companies display on their website.  My recommendation would be to seek a refund from AXS and StubHub.  We are working with these vendors to suggest that they clearly mark this requirement, but it is up to them to make those changes.  They often remind us that they offer ticket insurance for cases like yours.

  - Yaamava' Resort & Casino

  Customer Answer

  Date: 03/19/2025

  Both *** and stubhub have rejected any refund requests. I am seeking a refund from Yaamava for the price of these tickets. Yaamava is the one who denied our party entry and provided no compensation in any form. 
  

  I hope you are able to add more clear warnings. There is opportunity to he more clear on your website as well. Make it obvious, add a required age consent checkbox before  transferring to outside ticket agencies.

  Business Response

  Date: 03/20/2025

  I am sorry that AXS nor StubHub would issue you a refund, but our casino policy is that all guests must be 21 and older.  We will not be issuing a refund for your purchase.

  - Yaamava' Resort & Casino

• Initial Complaint

  Date:02/20/2025

  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.

  On 2/8/2025 my family went to Yaamava theater for a concert. We purchased 3 tickets. When we drove 2 hours there, they did not allow us in at the entrance, because they said no under 21 is allowed on the property. But on the Yaamava website, this information is not listed at the homepage (https://www.yaamava.com). Instead, this information is listed very deep with teeny tiny font words after clicking many steps and very easily to omit. This information is not listed on the ticket either.
  
  My request:
  1. Make it clear and obvious stating "NO UNDER 21 IS ALLOWED ON YAAMAVA PROPERTY" at the homepage (https://www.yaamava.com), so everyone will realize that the property does not allow 21 under at the first glance when open the website.
  2. Use the check box to make sure the customer knows before paying expensive tickets. Use check box looks like this "If the ticket is for 21 under, do not proceed", and if the box is not checked, the payment can not proceed, so people won't waste money and valuable time.
  
  As far as I know, I am not the first one misled by Yaamava website. If the website does not change, more people will be misled and get their money wasted. In order to prevent this, Yaamava website must make the above changes.

• Initial Complaint

  Date:12/17/2024

  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.

  7/4 I purchased 2 tickets for an outdoor pool party, with drinks and live music, called summer sessions on 7/5. The event was changed and did not occur outside, no drinks were offered and the live music was moved to another area of the casino that did not require a cover charge. I spoke to ****- manager on duty at the time and Provided my name and number for the manager over the event to reach out. The Promotions- manager unknown could not be determined and or located in the casino. I waited 1.5 hrs for him/her to show up but no one ever showed. I went to the box office to get refund and assistance as directed by **** but the box office was closed. 7/6 I called 2x to get assistance with issue and was transferred multiple times and eventually the call was disconnected by the casino. So k Requested refund online, with no response ever provided. 7/8 I called again and Left voicemail at random department on voice box, no returned call. 9/23 I Left messages with promotions department and provided my Name, number, email address, manager will call *** on 24 Sep 24. No call was received. No attempt to resolve the issue was made.

  Business Response

  Date: 12/17/2024

  ***** -

  Thank you for the feedback.  I apologize for the inconvenience you have faced with this issue and that no one has gotten back to you with a solution to this.  If this is the concert I am remembering, we did have to relocate it due to wind on the pool deck, but I believe there were issues as it was not communicated very well to guests.  I have already sent you an email to see if we can get this resolution put into place.

  - Yaamava' Resort & Casino

  Customer Answer

  Date: 12/20/2024

  The casino reached out but only offered a 100 in play points that would require me to use the money in the casino to ******. I am not a big gambler and went to resort for a birthday celebration and can not get moments back that were disaster due to lack of communication, lack of leadership and lack of empathy for the customers that enter their doors. I responded with he message bellow to the casino but have not heard back and requested a refund instead a voucher that has to be gambled back the casino. 

  Message Sent Below:

  Thank you for reaching out. I would like a refund for the event. If you would like to provide an additional gesture of goodwill, it is appreciated and I thank you but if not, I would prefer, the refund over 100 play points that must be spent at your establishment,. This was not just a night out for me. I had family arrive from the east coast for my birthday and I spent 90% of the time, waiting for assistance from your staff. I did not get an opportunity to enjoy the show, once I found the new location and was allowed to actually sit down. There was no service for food as stated on the flyer and none of staff cared enough to resolve the issue. I even stayed in the resort for an additional 2 hours while I waited for an unknown person to show up from promotions. Ate over priced, lukewarm food while waiting and had to clean my own table off to sit down while I continued to wait, per ****** guidance, to whom could not be found later and the promotions manager never reached out. As a result, I have not returned to your establishment and you providing any amount in play points would simply be a write-off you and a waste for me. I do not get to recreate the moments of my birthday or time with my family. So, I will decline the offer of 100 play points, if that does not include a refund. 

  Business Response

  Date: 12/20/2024

  I received your email and understand your desire for a refund instead of free play.  Unfortunately, that means I need to do some research to determine who was involved in this promotion back in July.  This can take some time to solve since it was so long ago.  My offer for free play was to resolve the situation as quickly as possible.  I will email you this message as well.

   

• Initial Complaint

  Date:12/05/2024

  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.

  Im Diamond Member. I been playing a lot at this Casino.. The problem is scams or technical issues. I was playing slots and have been noticed my points were freezing up when the card light was green. I remove and reinserted the card light green and points were working properly again. I will be playing slot and the card light would randomly turn red. I have not been receiving my proper promotions because of this issue. This is not fair that I spend so much money to earn promotion and dealing with scam or technical issues. I addressed my concerns and they were completely ignored. I guess Ill start looking for another casino who will treat me better. I would like honesty not sloppiness.. I regret voting for Yaamava as the best casino when its clearly not.

  Business Response

  Date: 12/10/2024

  ***** -

  Thank you for the feedback.  I do apologize that we did not meet your expectations during your trip and that our team was unable to assist you.  While playing, please alert a team member so a technician can address the issue with the game.  It is our intention to provide a working product to ensure you are getting the proper rewards.  If you do choose to return, I hope all of those machine issues have been address, but if not; please bring the issue up right away.

  - Yaamava' Resort & Casino

  Customer Answer

  Date: 12/10/2024

  I clearly stated while I was playing a slot machine and the card light was green the points were frozen. I clearly stated I had spoken with 3 slot technicians and 2 supervisors.. The response is not correcting the problem, its telling me that 2+2=5 the sky is green and grass is blue. 

  Business Response

  Date: 12/12/2024

  I can understand you are not happy with our response, but the only time we can address these concerns are when they happen.  Again I apologize the team did not meet your expectations when you experienced this error.

• Initial Complaint

  Date:09/03/2024

  Type:Product 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.

  I tried to get ****** from my card the wrong transaction button was pushed should have been withdraw the cash advance button was instead. ******* told me to go to receive my money from. Cashier. The cashier will not give my money as they do not honor government issued cards. They had me contact the atm machine provider. They state the iCasino has to put a reversal on transaction and money should be deposited in7 to ************************************************************ any business except ssi. My card has been locked as well with no answer can't reach a human at direct express. I spoke to cashier supervisor as well and no help. They sent me to guest services with no help either including another supervisor. They don't acknowledge any transactions.

  Business Response

  Date: 09/05/2024

  ******* -

  Thank you for the feedback.  It sounds like you have been in contact with our team and they have informed you on the correct way to obtain your refund.  We cannot accept transactions from the type of card you were using and that is why we could not process your transaction.  As such, we were never able to obtain your funds from your card provider.  It sounds like you are processing your refund with iCasino and they would be the ones that would issue any refund.

  - Yaamava' Resort & Casino

• Initial Complaint

  Date:07/22/2024

  Type:Product 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 several occasions, the most recent was Friday July 19th and Saturday July 20 of 2024. I observed 4 players who hold diamond card status and were also all of asian decent win multiple large amounts of money or jackpots betting at different levels of money. When other levels of card holders play the same game for the same amounts they rarely win that amount of money. Since the change of name of this casino this has been happening. I once saw an older Asian woman who was being waited on by staff as a VIP she had a low level card but won 2 7000 dollar jackpots back to back but betting low end. I've seen Hispanic and White players with highest level cards who don't win pays that large no matter what they bet. It is discrimination and favoritism.Also there is a prostitution problem at this casino. When my husband accompanies me to the casino he is propositioned by prostitutes pretending to be patrons. I was sitting next to him and witnessed it several times over the last 5 years. I myself was sexually harassed by an intoxicated customer who was verbally aggressive and vulgar toward me. I was able to ignore him until he left. He was a top level player and was looking for a prostitute and at one point asked me for money. I first returned to the casino back in 2017 after only going there once in a while. From that year until about 2020 I was able to win money on an average frequency. This is no longer the case. I have spoke to many patrons at the casino who say they used to win frequently even small payouts but no longer are able to win here. I only witness high level players who are usually of Asian decent win here. The casino says they follow standard pay out practices but at the beginning of the month when people get certain income paid and at the end of the month when people get retirement and pensions the slots rarely pay out. In the middle of the month and days when upper tier cards get promotions they pay out to certain group of patrons which is discrimination.

  Business Response

  Date: 07/23/2024

  ******** -

  Thank you for your recent visit to Yaamava Resort & Casino.  We appreciate your feedback and apologize we did not meet your expectations. Unfortunately, there are no guarantees that the slots will pay.  We appreciate your business and if you decide to return we hope you have better luck in the future.

  
  -Yaamava Resort & Casino

  Customer Answer

  Date: 07/25/2024

   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.

• Initial Complaint

  Date:07/22/2024

  Type:Customer Service 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.

  I am a diamond member at this casino and made a reservation at the resort and saved it via their application to my Apple calendar and when I arrived in the date of my reservation the same date that appeared on my confirmation and the same date that appeared on Apple calendar and what do they tell me they have me reserved for the following day and cant check me in . They say to come back at three am to see if people have not come for their reservation to possibly check in early which I did and they only had rooms available that where slighlty upgraded from the room type I had . I reserved a executive suite and they only ha d a luxury suite and wouldnt even offer an upgrade so me and my guests could relax and check in what a poor customer service an

  Business Response

  Date: 07/22/2024

  ****** -

  Thank you for your feedback.  I apologize for any confusion that occurred with your visit to the resort.  When mistakes like this occur, it can be difficult to find an available room.  We are often fully committed and room changes are challenging, but I'm glad the team was able to help you out during your visit.  Should you choose to visit us again, I hope that your stay is a five-star experience!

  - Yaamava' Resort & Casino