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Business Profile

Casino

Derby City Gaming

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 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:01/22/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 sent several emails to Derby City to address the issue and they will not respond at all. They are saying that I self excluded myself at one of their casinos and I have never done that

    Business Response

    Date: 01/29/2025

    Thank you for reaching out regarding your concerns. We
    appreciate your patience as we reviewed the inquiry.

    After a thorough investigation, we confirmed that the
    customer’s exclusion from Derby City Gaming is due to a self-exclusion
    initiated in the State of Indiana. Derby City Gaming, along with other
    Churchill Downs-owned properties, are responsible gaming partners, and we
    collectively adhere to a “banned at one banned at all” policy. That means that an
    individual's self-exclusion at any one of our facilities applies across all
    affiliated locations. This policy is in place to ensure compliance with
    responsible gaming practices and regulations.

    While we understand this situation may be frustrating, the
    self-exclusion process is taken very seriously to protect the well-being of our
    guests. If there is a belief that an error has occurred, we encourage
    contacting the Indiana Gaming Commission directly to request a review of the
    exclusion status. Should the exclusion status be lifted in Indiana, it will be
    lifted across all CDI-affiliated properties, subject to any other terms and
    conditions of said properties.

    We have spoken with the guest on the phone on 01/28/2025 and
    provided the necessary information to address this matter.

    Thank you,
    Derby City Gaming 

  • Initial Complaint

    Date:07/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 going to this establishment since it opened. Never had any issues. Then a couple of months ago I was told that I have been excluded from there because they are planning to open a casino in Indiana and they are excluding anyone that has been excluded from Indiana. That is unfair since I have been a loyal customer and spending a lot of money at derby city.

    Business Response

    Date: 08/28/2024

    “Derby City Gaming and its parent company, Churchill Downs Incorporated, are committed to providing extraordinary experiences to every guest visiting our properties.  As a part of that commitment, Derby City Gaming has implemented a comprehensive responsible gaming program.  

    Where a guest has elected to participate in a self-exclusion program either at Derby City Gaming or any other participating Churchill Downs Incorporated property, Derby City Gaming will respect that choice and exclude the guest from the property as well as in future promotions.

    If the guest believes that they were excluded in error, they may contact the state where they initially requested self-exclusion to explore options for removal and reinstatement if applicable.  Reinstatement does not guarantee that the guest will be allowed to re-enter Derby City Gaming.”

  • Initial Complaint

    Date:05/24/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    We have been here numerous times and we haul livestock and we have a small one ton semi truck that we have been told to park on the back and you all shuttled is to the casino entrance. So we had a kid free date night and came to spend our hard earned money and we were told to leave due to the truck, now there was plenty of spaces to park we weren’t in anyone’s way. We never get to go out much without the kids and this time y’all kicked us out due to our truck what kind of shot is this. We will never come back Nan’s we will spread the word to all of our customers. Not right and not consistent totally wrong

    Business Response

    Date: 06/09/2023

    June 9, 2023

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

    RR: Complaint ID********

    We have received notification of the above complaint.

    Though we sympathize with the customer, there are several factors that have led to us no longer allowing semi-truck parking on our property.

    These factors include, landscaping and roadways are frequently damaged by semi-trucks that are unable to navigate through the property properly, semi-trucks that are left unattended for multiple days, and overweight semis that crush the asphalt, as our private roadways were not designed to carry the weight of vehicles of this type.

    We also have limited parking areas and these vehicles take up multiple spaces.  With the addition of a new hotel, and expanded gaming and restaurant options, we expect demand for parking to increase exponentially. 

    We understand that this can be frustrating, however in the interest of maintaining our property and providing as much parking space as possible for our guests, we have restricted semi parking with the exception of those for delivery of goods to our property.

    We are more than happy to pick up drivers within a mile radius and transport them to the property should they call us and arrange it.

    Sincerely,






    ***** *****
    Sr. Director of Operations
    Derby City Gaming

    Customer Answer

    Date: 06/13/2023

     

    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,



    ******* ****

    ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

Derby City Gaming is NOT a BBB Accredited Business.

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