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Business Profile

Casino

Yaamava' Resort & Casino

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 38 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/16/2024

    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.
    From the Tesla chargers never working and also your escalators always out of service. Including your rude supervisor at the buffet specifically ****** she claims she is the one in charge of the buffet restaurant but shouldnt with the way she speaks to customers. Also it seems like you never ever win anything including with your free play. The only thing you ever get is there food vouchers and gift that are worth nothing. We drive almost 2 hours and a half to get here always just to donate money. At least casinos like pachanga and soboba when you drive so far at least you take some money home always. Your slots are super tight far away from any type of winning. You have to bet at least $20 or more just to even hit anything at all to save your life. Then you guys never do anything for your players Ive been coming here for almost 2-3 years and cant even get a room reservation no matter if your diamond you guys dont care. It just seems like your a really greedy casino that just likes to take and never give back to your players. The reason why your not number one casino anymore and lost your place because of your bad service and tight tables and slots that never pay only take. Also dont forget about the people always asking for money or asking you to buy jewelry from them. Plus you can ever play the slot machine you want because theres not enough or people always asking if your almost done so they can play. It just so uncomfortable to come to this casino I think is time for a change of casinos.

    Business Response

    Date: 01/18/2024

    ***** -

    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

  • Initial Complaint

    Date:12/17/2023

    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 self excluded back in 2016 it is now 2023. I won a jackpot today and they claimed they would not give my winnings due to this exclusion I didn't even recall as it has been so long,mind you Yaamava' has allowed me to continue to ****** since then i have withdrawn from cage(cashier using my ID and information) since then and I have proof they have allowed me to continue to ****** since 2016. It wasn't brought up until now that I won big ( once in many years) i have been payed out smaller amounts since self exclusion and never been "flagged" and today that it was *****. I am forced to leave and not get any of the winnings despite all the loss? I am ready to seek legal action and make this wayyyy bigger if it does not get resolved

    Business Response

    Date: 12/19/2023

    ******* -

    Thank you for your feedback.  I do apologize for your experience, but as you stated, you self excluded from the casino back in 2016.  The only way to legally be on property is to go through the reinstatement process prior to gambling.  I do understand your concern that you have been on property without anyone noticing, but you would have been escorted out as soon as the team was made aware of your presence.  This would have happened if you asked for a Club ******* Card or won any jackpot over $1,200.  Your transactions with our team members did not utilize the system that tracks for banned players.  Again, I apologize that we did not notice your illegal gambling on our property, but assure you that you would have been escorted out if we were aware.  My recommendation is for you to reach out to our ***************** and request to be reinstated to the casino.

    - Yaamava' Resort & Casino

  • Initial Complaint

    Date:11/21/2023

    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.
    October 22,20**, I tried to cash the tickets issued by kiosk machine.Total tickets was 5 amounting Over $1800.00 and it only dispense $700 and shorting me $1100.I reported the issue but no action was taken And only report was made,case#**-12593.name of the person who made the Was ********************. I called them but I didn't get a straight answer and I went there personally to collect the money ,no call from them.I am depressed currently with Taking pills.

    Business Response

    Date: 11/23/2023

    ***** has been reached out to as he also submitted a BBB review.
  • Initial Complaint

    Date:10/26/2023

    Type:Order 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.
    Please stop sending mailers to my home address . I dont need them they go straight to the trash . Please stop

    Business Response

    Date: 10/30/2023

    **** -

    Thank you for reaching out.  Please use our Contact Us link on our Yaamava' Resort & Casino website and provide us with your Club ******* card number.  We can then process your request.  Please understand that we print our mailers three months ahead of time so it will take a few months for the mail to stop.

    - Yaamava' Resort & Casino

  • Initial Complaint

    Date:10/17/2023

    Type:Sales and Advertising 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.
    [Your Name][Your Address][City, State, ZIP Code][Email ********************************************************************************* [Hotel Address][City, State, ZIP Code]To Whom It May ********* am writing this letter to express my deep dissatisfaction and frustration with the recent experience I have had with Yaamava ******************************* Over the past two months, I have received promotional offers for two nights of complimentary rooms during the week, but regrettably, my attempts to utilize this offer have proven to be nothing but a source of disappointment.I have contacted your VIP Services at ************ on numerous occasions to make reservations for my complimentary stay. However, every time I call, I am informed that there are no complimentary rooms available, despite the promotional offer I received. To make matters even more frustrating, I have been consistently told that rooms are indeed available, but I would be required to pay for them at regular rates.I even attempted to discuss this matter with your representatives, inquiring about the possibility of receiving the promised two complimentary nights. Unfortunately, my queries were met with the same response, indicating that I must pay for the rooms.This persistent discrepancy between the offers I have received and the actual reservation process has left me deeply dissatisfied with Yaamava ******************************* As a loyal customer, I believe in the importance of trust and transparency between a business and its patrons. However, the ongoing issues I have encountered have led me to question the honesty of the advertisements and promotions offered by your establishment.I sincerely hope that Yaamava will take my complaint seriously and take the necessary steps to rectify this situation. I expect that Yaamava ****************************** will honor the promises made in its advertisements, ensuring that customers can have confidence in the promotions they receive.

    Business Response

    Date: 10/23/2023

    Cia -

    Thank you for the feedback.  We do offer free rooms to our guests based on availability as stated on the flyer you attached.  This can be confusing because the availability of comp rooms is based on tier level and game play.  If all of the free rooms are given out for your tier level before you attempt to book, we will not have a free room available for you.  We also will keep rooms for purchase available for guests that wish to pay for a room.  I apologize for any confusion this may cause.

    - Yaamava' Resort & Casino

    Customer Answer

    Date: 10/26/2023

     I am rejecting this response because:
    Because, you Never had a free room available any days of the last 2 months of promotion, if you don't have a free room then don't send out the flyers.  This is consider as a false advertisement in ******************* and I believe BBB should recommend this matter to CA Attorney General Office.    

  • Initial Complaint

    Date:07/16/2023

    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 recently joined Club *******. However, there seems to be a problem with receiving emails and regular mails for promotional offers. My wife who also recently signed up has received several offers via mail and email. I brought this to the attention to Club ******* and ***** services and I have been receiving the brush off. I play far more than my wife does yes yet I have not received any emails or regular mailings.

    Business Response

    Date: 07/17/2023

    ******* -

    Thank you for the feedback; I apologize for not meeting your expectations.  I'll be more than happy to pass your concern on to the ***** Services team so they can check on why you are not receiving any mail offers.  In the meantime, please take the opportunity to download the Yaamava' App from your Apple Store or ****** Play Store.  The app will show you all upcoming offers and events at the casino.

    - Yaamava' Resort & Casino

  • Initial Complaint

    Date:05/05/2023

    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.
    I HAVE BEEN RECEIVING UNSOLICITED MAIL FROM YAAMAVA FOR 1 YEAR. I HAVE NEVER BEEN TO YAAMAVA! THE MAILERS ARE ADDRESSED TO SOMEONE ELSE WHO IS USING MY ADDRESS. I HAVE REQUESTED YAAMAVA TO REMOVE MY ADDRESS FROM THEIR RECORDS. I HAVE MADE NUMEROUS ATTEMPTS TO CONTACT SOMEONE TO REMOVE MY ADDRESS WITH NO SUCCESS. YAAMAVA'S POLICY: THE PERSON ON THE MAILER MUST PERSONALY COME IN TO CHANGE THE ADDRESS ON FILE IN ORDER TO STOP THE UNSOLICITED MAILERS.
    PLEASE HELP!

    Business Response

    Date: 05/08/2023

    Sylvia –

    Thank you for the feedback; we apologize for not meeting
    your expectations.  I’m not sure why we
    have continued sending you promotion mail after you had asked for it to stop or
    why we would send you someone else’s mail, but I will look into this to ensure
    it’s done.

    - Yaamava' Resort & Casino
  • Initial Complaint

    Date:05/02/2023

    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’m a guest and player at the casino and my Club Serrano# is ******.

    I have several weekly offers for 2 complimentary nights per week through July 2nd. For the first time I used an offer on Wed April 26th, 2022 and stayed complimentary for just one night.

    I realized Yaamava scammed me and took the offers away. As of Friday, April 28th two days after my stay, I checked availability for future complimentary stays and there was wide availability on the booking calendar nearly every night through July was listed as “FREE”. But most of the calendar all the way through July was “FREE”. Suddenly on Monday, May 1st when I went to book one of my offers for a complimentary stay, the entire cooking calendar is suddenly changed to no longer free and now has $350 - $500 per night stay. Yaamava purposely manipulated the calendar to make it impossible for me to use any of my complimentary night offers.

    I called VIP services and spoke w/ Hannah. I want my account audited and them to put the calendar back so I can use my offers. Please note, Hannah’s response is not accurate, she tried to say there is limited availability of complimentary nights per offer code (which I get that, we all know that as members of casino rewards programs), and she claims that they were all booked. IMPOSSIBLE! There is now ways between Wed 4/26 and 5/1 that suddenly all of the complimentary rooms were booked or three months in advance leaving no complementary rooms for me.

    Yaamava scammed me, adjusted their calendar for their benefits making it so that all of the offers they gave me are unusable and totally useless. Unacceptable. I want the calendar to be put back to it’s status as it was on April 26th, 2023 when there was idea availability for me to use my offers or I will pursue this scam to the fullest extent until Yaamava immediately stops doing this to guest and fixes my account offers so I can actually use as intended.

    Business Response

    Date: 05/08/2023

    ***** –

    Thank you for the feedback; we apologize for not meeting
    your expectations.  Promotion offers are
    sent out each month based on availability for that timeframe and each guest’s complimentary
    offers.  Each guest has a different level
    of offers.  In your case, Hannah’s
    response is correct; your complimentary offers for this timeframe would only be
    a discount and not a free room.

    I apologize for this confusion but check again next month to
    see what offers are available at that time. 
    Please keep in mind that things change over time and rooms can become
    available due to cancelations or rooms can be booked depending on what is
    happening at the resort.  Hopefully, this
    helps you understand the process, but we cannot change your calendar back.  The offers you have shown to you are what is
    available to you.

    - Yaamava' Resort & Casino

    Customer Answer

    Date: 05/08/2023

     I am rejecting this response because:


    Thanks for the reply. All offers are for FREE room nights, none of which I'm able to use because Yaamava is not making available to me any free room. This is not okay to give people offers that are totally un-usable. I just want to say that before that's what is going one. But I did speak with ******* ********* and we discussed this together and I will be in touch with her when I want to come back for a complimentary stay.

    Thanks,

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

    Business Response

    Date: 05/09/2023

    ***** -

    I'm happy that you were able to get in touch with ******* and were able to come to a solution to this issue.

    - Yaamava' Resort & Casino

  • Initial Complaint

    Date:03/03/2023

    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.
    It seems like I always have to file a complaint with BBB just so someone can hear us out. My wife and I are so angry because we never was told that every new years you go back to zero on your playing card and start all over. It’s a straight highway robbery what you do to people including us. We have lost a combined over 80,000 at your Casino since you never have a chance to win anything including free play. You guys always take care of your High limits instead of blessing everyone that loses money at your casino no matter what color of playing card you have. Also when you give free gift or food but always ask people to show at a time you can’t because people work plus myself we live almost 2 hours away from the casino we can never get to use it or redeem it. Then when you talk to your Supervisor at the casino they are always no help they tell you to contact Better Business Bureau instead of trying to help you themselves. You guys love taking money but never giving a chance to win it back always just take and take.

    Business Response

    Date: 03/08/2023

    ***** –



    Thank you for reaching out with your
    concerns.  I apologize for you feeling
    misled regarding the point system for Club Serrano.  Every year, everyone’s points are reset to
    zero, and guests must gain points to maintain their tier status.  No tier levels are changed at that time,
    meaning if you were an Amber tier player, you would remain in the Amber tier
    for the year.



    I apologize for your experience with our team
    members. If you have any questions or
    concerns, please get in touch with us at ******************@Yaamava.com



    - Yaamava’ Resort & Casino

  • Initial Complaint

    Date:02/21/2023

    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.
    I am a yamava customer this casino is allowing a patron to use my Identity an still my reward points free play take my name out of drawings an they know who it is .They keep giving me the run around.i ask them to investigate the matter they refused an tolde I'm an emarald tier so be happy .I was a finalist for the range Rover that drawing disappeared from my app email an nobody will explain to me why or how this happened they even laugh like little kids I do believe because I'm black I have never been so disrespected in my life

    Business Response

    Date: 02/22/2023

    ****** -



    Thank you for reaching out with your
    concerns.  I'm interested in learning more about your complaint.  I'm
    unsure how another guest could use your identity, as each Club Serrano member
    has a specific player's club account and card.
     
    Unless another guest finds your card somewhere, they cannot use it.  Each guest also sets up a personal PIN number
    to access their free play to ensure other guests cannot access their account.



    Lastly, guests must show a federally issued ID
    card that matches their Club Serrano card and account when they win any prizes.
      This is to protect guests from having another
    guest claim any winnings.



    Please get in touch with us at ******************@Yaamava.com
    so we can investigate what might be occurring with your account.



    - Yaamava’ Resort & Casino


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