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: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

• Initial Complaint

  Date:07/21/2024

  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.

  During a visit last month my husband ordered a hot coffee while playing and when the waitress delivered it she had left the cap from coffee cup opened/loose and the coffee spilled on my leg when she handed it over carelessly. I reported it to management and was given just an ice pack. During the ride home the pain was unbearable. My doctor informed me to rest but it was hard enough due to the pain. My husband had to also miss work just to care for me. We lost earnings because of this situation. I have always enjoyed my visits to this casino but it is really disappointing that they do not care what happens there when it comes to customers experience

  Business Response

  Date: 07/29/2024

  ***** -

  Thank you for the feedback.  I apologize for your experience, once you reported the incident, a member from our Public Safety team should have made contact with you and taken a report.  This will be your first step in the claim process.  They will provide you with a contact number to reach out to our *************** team who can assist you with this process.

  - Yaamava' Resort & Casino

• Initial Complaint

  Date:07/13/2024

  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.

  Never Learn my ****** with this casino is always Loose with not even a chance to get up or win back anything. Thousands always spent for what to go up in color of playing card. After every 1 st of the year to be dropped again to the bottom thats so unfair after so much money lost. Can ever get my playing card number called or my husbands ever since coming to this casino. Then we drive over 2 hours to most times not make it because so much traffic to get our gifts before 8pm. Just incredible then when we make it to pick up our mysterious gift is always a bag or dumb stuff not needed. When we always see people with great big gift that have a lower card then us. If Im gonna lose thousands at least make it worth it some how. Also can you please fix or open more AV chargers so we are able to charge our Tesla. Also lately they have been more people asking for money inside the casino then usually.

  Business Response

  Date: 07/14/2024

  ****** -

  Thank you for reaching out via the BBB.  We appreciate your feedback and apologize we did not meet your expectations.  Unfortunately, there are no guarantees that the slots will pay, and we are unable to refund any gambling losses.  All tiers are reset at the beginning of calendar year, similarly to all casinos in ********* and those near us.  We appreciate your business and if you decide to return, we hope you have better luck in the future.

• Initial Complaint

  Date:07/11/2024

  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.

  Weve been coming here maybe over 2 years only to have lost or donated over ****** of our heard earned money. I know coming to casinos is playing the devils game and taking big risk. But recently its been nothing but loosing for my wife and myself. No chances to even win just a little to take him is always just take and take. Plus you have people always bothering you because they are wanting you to buy fake gold or just ask for money. Then you have really rude workers and supervisors that dont even care about customers. We usually come 2-3 times a week and drive almost 2 hours but dont think any longer since we never win just donate money. The reason ************* and my wife ******* members because we play a lot but never get anything good in return. We can ever book our free stays because is always booked or not available on those days. Its a freaking joke with this casino. I feel like I have to write a review once a week until we finally win or hit a good jackpot worth some good money and finally get our big sweet room we were promised since last year. Since we have kids we cannot stay at your regular casino.

  Business Response

  Date: 07/13/2024

  ***** -

  Thank you for your ongoing visits 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

• Initial Complaint

  Date:05/22/2024

  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.

  Why has Yaamava taken away my Offers?!

  Business Response

  Date: 05/23/2024

  Good Afternoon ******************,

  Your offers have not been changed.  The account associated with the phone number you provided was not getting a complimentary buffet for 2 people each week.  It has received a complimentary buffet dinner for 2 people every other week (twice a month). What you have received weekly is a complimentary breakfast for 2 at ******* Buffet, as seen available in your screenshot.  Not included in the screenshot provided is a $20 Food Offer which was used 5/22/24.  All Free Play offers redeemed do not look different over the course of this past week.  In fact, the amount of Free Play received from 5/17/24 - 5/23/24 totaled $175, including any amounts expired.  Not included in that amount were any winnings from the $50,000 Jackpot Slot Tournament.

  Customer Answer

  Date: 05/24/2024

   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.

  I spoke to a representative from yaamava yesterday who explained everything to my liking. thank you for your time. 

• Initial Complaint

  Date:05/15/2024

  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.

  Received a "hotel stay offer''Called spoke to a rep she said July not open for offer even though my card has up to July 3 2024 for offer and it has April-May and June 3-July 3.I just got the card 2 weeks ago.I called a second time and I was asked my Club ******* Card number. After looking it up the second rep tells me that no offers are available. The first rep said July was not open yet but this repo won't even check June for me. She says there are no more offers available even though I have a card with an offer on it.What a scam. I was told if I want to unlock this offer I must go in and play. I did play that is why I got the offer. I'm not a BIG gambler but I have introduced people that have come with my to play at Yaamava even when it was still San Manuel.You make offers to me and then tell me they are not available? Your reps are rude too. You can keep your card and your measly $10 offer to come and entice me to play. I've said this before and I gave you another chance. Stupid me even played at Palms. No more!If I can't book from the card I received then you can just remove me from your list. I told the girl on the phone to remove me and she said I have to come in person to do that. RIDICULOUS!My club # is 1457749.There are plenty of Casinos around me even Vegas is only 2 1/2 hrs away.

  Business Response

  Date: 05/16/2024

  ****** -

  Thank you for reaching out to us.  We apologize for the misunderstanding.  Our complimentary rooms are quite popular, and we become fully committed rapidly.  As you stated, we do not close accounts, unless we are in person.  However, we have removed you from all mail communications.

• Initial Complaint

  Date:05/05/2024

  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.

  Yamava Casino police officer intimidating customer. Upon exiting the ********************** through the valet exit I (*******) accidentally walked through the middle doors as I was walking I turned and asked my husband Do we exit through here? She (the young female officer) rudely responded well youre already there! And stared me down with an aggressive expression to which I was shocked and processing the situation as it was an honest mistake. It is terrible that the casino has officers that are not personable and instead intimidate patrons.

  Business Response

  Date: 05/06/2024

  ******* -

  Thank you for the feedback and for bringing this to our attention.  We will pass this concern on to our management team so they can discuss this with Officers.  I apologize for this experience and hope that your future visits are better.

  - Yaamava' Resort & Casino

• Initial Complaint

  Date:03/17/2024

  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 demand the immediate return of all my money that I had lost during my patronage at your casino from the period of 8/4/23 to 3/6/24 due to the same reason that I was denied my winning on 3/6/24. I had legitimately won the jackpot from the slot machine on 3/6/2024 but was denied this winning under the pretext that my improper exclusion that was issued on 8/4/2024 remained in effect. I had been wrongfully excluded from the casino due to an incident on 8/4/23 when an individual kept following me and repeatedly shoving his head on my arm and chest area while grabbing my sweater, and kept obstructing my way, which I responded by merely pushing him out of my way after giving him several verbal warnings. Your public safety officers improperly detained me and conducted an investigation and ultimately labeled me as an aggressor. If you review the security camera footage of this incident, you will see that I was exiting out of the restroom and walking in my direction, while this individual kept following me and doing exactly what I had just described. You will see that all I did was to push him out of my way in self-defense after several non-physical warnings I gave him. Clearly, he was the aggressor in this incident, yet your public safety officers prematurely concluded that I was the assailant for pushing him, and made a false reporting to the sheriffs, who then coerced me to apologize to this individual under the threat of an arrest. Then your management team issued me a copy of Notice of Exclusion form, which I refused to sign since I do not acknowledge my fault in this incident. Nonetheless, I had abstained from visiting the casino for a period of 6 months, which was what I had initially believed was the duration of my wrongful exclusion.Upon my return to the casino, after a period during which I believed the mistaken exclusion had expired, I engaged in gaming activities and won a jackpot of $1,213.76 on 3/5/2024. I was neither stopped nor asked to leave. Not only was I allowed to enter and play without issue, but I also completed transactions that required identity verification with your staff at the cage, indicating no concern regarding my presence. However, after winning the jackpot, I was approached by security and informed that I was trespassing and would have to forfeit my winnings. This action was taken after allowing me to continue gaming, clearly indicating a willingness to accept my patronage until a financial obligation on casinos part was incurred.The only remedy that I demand is the return of all of my gambling losses that incurred at your establishment during the exclusion period since you have withheld my jackpot winning under the same reasoning. You cannot keep my gambling losses if you are refusing to pay me my jackpot winning.

  Business Response

  Date: 03/26/2024

  ***** -

  Thank you for your recent visit to Yaamava Resort & Casino.  We appreciate your feedback and apologize if we did not meet your expectations.  There is an appeal process from being banned that is listed on our website and this would be the location you would need to start the process to be reinstated.  We were happy to be informed that the casino management team has already reached out to you regarding your request and they would be the best contact for this process.

  
  - Yaamava Resort & Casino

  Customer Answer

  Date: 04/02/2024

   I am rejecting this response because:
  
  No one reached out to me and I would either need my jackpot winning from that night or return of all of my losses that incurred during my ban period. Like I said, whether Im banned or not, or even more, whether the ban was justified or not, whenever you are accepting my money when I ******, we are entering into an implied contract that if I lose you keep my money, if I win, you give me my winning. If either party dont agree to this implication, then the transaction should not take place. You cannot take my money if you are not willing to pay me my winning. Thats the fundamentals of gambling. Therefore, if you are going to accept my money when I lose the bet, then you have to be prepared to pay me my winning when I win. But since you wont do that, then you should not have accepted my money either. If you are not agreeing to the term, then you are the one making this contract invalid. Like I said, the ban was wrongful and your security mishandled the situation. You labeled a victim as an aggressor, and you banned me without a valid reason and stripped away all of my promotional points. Then you let me play here and accept my losses, and even when you knew I was there, evident by throngs of proofs, and when I finally win, you just delay it, clearly an attempt to make me spend the remaining $667 on the machine, and once thats gone, come and tell me that I have to forfeit my winning? 

   

  Ive already reached out to you plenty of times. The gaming ********** of *** Manuel band of Indians was contacted but no one got back to me. I tried to email *******************, but apparently he is no longer the *** ***************************, did not respond back. I already filed this complaint to the ******************* Gaming Commision. I spoke to *** rep about the issue, and she had shown particular interest in this case, most likely due to the thoroughness of my report.  She said she will reach out to appropriate personnel.

   

  anyways, sir, while I appreciate your response and following up with my request, thats not the solution that I am looking for. the only solution I am going to settle for is to get my losses that incurred at your casino from 8/8//2023 until 3/6/2024. Going by the same reasoning that *************************** gave  me when she refused to pay me my winning, I am using the same reason to get my money that I lost. Its either that or I will continue pursuing this further. ThNknyou

• Initial Complaint

  Date:02/08/2024

  Type:Customer Service 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 super upset, im not one to write a complaint or even to get upset but seriously today i had enough with this the horrible and rudeness of people that works in the restaurants seriously are super super rude for no reason. Not only super rude but they dont provide you with information about your food you ordered and you pay with your credit card not with the points. But they talked to you like you are inconvenienced to them like they are doing you a favor or something. Not only that but if you confront them now they pushed your food way to the back and they pretended that your food is not ready and they take care of other orders even though you ordered first before everyone else im specifically talking about Grove express restaurant in the second floor . The hostess/ youth gilt is one of the most rudeness person I have encountered in the casino . A total c*** Im so tired of there rude staff. They tell you one thing but do another always.

  Business Response

  Date: 02/13/2024

  ******* -

  Thank you for the feedback and I apologize for not meeting your expectations.  It can be very frustrating when team members are not helpful, but please when you run into these issues, bring this up to a member of management so we can address this issue.  We will be happy to pass this feedback on to their management team.

  - Yaamava' Resort & Casino