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:05/19/2025

  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.

  Horseshoe Hotel was not unauthorized to charge my credit card.

  Customer Answer

  Date: 05/19/2025

  They have credit my account.  So I would like to cancel the complaint.  However what if I hadn’t check my statement they would have gotten away with the charge.  BBB should watch for this type of activity by the Horseshoe in Bossier City LA. 

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Booked a room via the wingate app for one soup le room. When we checked in they told us we had two rooms (confirmation in app only showed one room) I said no we only have one the gal tried to tell us we had to call wingate but since it was 2am I asked if they would even answer. After that she looked and then canceled the second room and said it wouldn’t be charged. The next day when we checked out our recipe ibjy had one room charge in it. But I checked my credit card and there were THREE room charges on it. I called and was told that I had three reservations. Which I did not. They first said there was nothing they could do and then said they would “investigate”

• Initial Complaint

  Date:11/12/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 November 11th . I left my diamond wedding ring. The amount of 3,000 dollars in the hotel room. I've called several times . My husband called several times. The hotel gave us a run around. With no information on my ring. No infirmary on the housekeeper who cleaned the room. And proceeded to book another customer in the room. I want my ring back. Or the cost of my ring paid back to me.

• Initial Complaint

  Date:02/13/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 not sure the exact date about 9 months ago I was staying at the horseshoe casino and hotel. I just got back from the store with all my bags and phone had to pee real bad and rushed in set everything on the bathroom floor. After I used the bathroom and flushed the toilet started gushing water out fast and I was getting panicky. I called 0 on the phone explain to the lady what was happening and she kept wanting to put me on hold. I told her this was not I hold situation I run back to the bathroom mind u I have my dog with me. I wanted to try and turn the water off when I ran.back in there I slip and fall but was able to get the water off I try to call again. Once again she needs to place me on hold. I hang up try to gather my things off the wet floor. I grab my dog and went to the front desk and screamed I was having an emergency. I looked a mess I had a small cut on my leg and was very upset. They did an incident report. I ask for a banded but of course they had none. They ask me if I wanted an ambulance I denied one. They took pictures of everything made an incident report promising someone would get in touch with me. No one ever did

• Initial Complaint

  Date:06/30/2023

  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.

  THURSDAY JUNE 29TH AT THE HORSESHOE CASINO IN BOSSIER CITY LOUISIANA AROUND 6AM-8AM I ******* ****** AM A CARD MEMBER WAS REFUSED MY JACKPOT WINNINGS AND FREE SPINS FROM MORE THAN ONE IF CAESARS STAFF I WAS TOLD BY I WAS PLAYING CLASSIC BUFFALO SLOT MACHINE PENNY MACHINE I HIT THE 40 SPADES BUTTON THE 5× BUTTON I GOT THREE GOLD COINS EIGHT FREE SPINS IT TURNED MY 2.00 INTO 4.00 DOLLARS THEN I SAW 250×250 THEN IT SPUN THEN IT SAID 500×12000000 THEN IT SPUN AGAIN I GOT TWO MORE COINS GIVING ME FIVE MORE SPINS SPAN AGAIN GAVE ME 33.94 SPUN AGAIN GIVING TWO MORE COINS GIVING ME FIVE MORE SPINS I STARTED TO PRAY LOOKED UP BECAUSE I FELT SOMEONE WALKING BY IN THE AREA I OPENED MY EYES THE GAME HAD STOP WHICH WAS WEIRD WHEN I JUST GOT THOSE FREE SPINS WHICH WOULD BE TEN SPINS ALL TOGETHER THEN THE PAYOUT WAS REALLY WEIRD BECAUSE IT WAS ONLY ONE HUNDRED EIGHT DOLLARS AND I'M TRYING TO SEE HOW THAT COULD BE WHEN I GOT A UNBELIEVABLE SPIN AND IT SAID DREAM RESULTS I WAS TRYING TO EXPLAIN WHAT HAPPENED BUT ALL SHE DID WAS KEEP INTERRUPTING ME AND DIDN'T CHECK THE MACHINE OR CAMERAS JUST WALKED AWAY SAYING IT WAS ONLY TWELVE DOLLARS BECAUSE THE SLOT MACHINE IS A PENNY MACHINE THE SLOT TECH SAID BUT I BET 2.00 SO I'M TRYING TO FIGURE OUT HOW IS 500×12000000 ONLY TWELVE DOLLARS I THOUGHT 1200 WAS TWELVE DOLLARS?SO I LEFT DID SOME RESEARCH CALLED THE CASINO ASKED THEM ABOUT INVESTIGATING THE SITUATION THEY SAID YES I CAME BACK TO THE CASINO SPOKE TO THE CASINO SUPERVISOR TOLD THE SUPERVISOR BEFORE CHECKING SHE SAID THE PERSON WHO CHECKED EARLIER WAS RIGHT AND JUST KEPT REPEATING IT THEN SAID THEY COULD ONLY CHECK THE GAME ONLY IF IT HASN'T BEEN TEN OTHER PEOPLE THAT HAS PLAYED AFTER ME THEN SAID THE CAMERAS WOULDN'T CATCH ANYTHING BECAUSE OF CERTAIN ANGLE IN THE CASINO BUT WHEN TWO OTHER SLOT TECH MEN STARTED TO CHECK THE MACHINE HE SCROLLED DOWN THEN BACK UP ASKED THE TIME THEN SAID IT WAS 5 O'CLOCK WHEN IT WAS ONLY 2 O'CLOCK. THE SUPERVISOR WALKED UP SAYING SHE CHECKED THE CAMERA THEN JUST STOPPED SPEAKING ABOUT THE CAMERA AND THEN STARTED SAYING MAYBE I DIDN'T SPEAK TO THE RIGHT PERSON MAYBE IT WAS A STANGER OR MAYBE A HOUSE CLEANING PERSON OR A SECURITY PERSON WHEN I KNOW WHO I SPOKE WITH. THEN SAYS OH SHE KNOWS WHO I AM TALKING ABOUT YEAH YEAH SHES RIGHT ABOUT THE PAYOUT AMOUNT AND IT IS TWELVE DOLLARS THEN SAYS THEIRS NOTHING THEY CAN DO ABOUT IT AND THEN SAYS WHY DIDNT I ASKED FOR HELP WHEN I DID THEN SAYS OH YEAH AGAIN THEN SAYS YEAH AGAIN NO WE AREN'T ABLE TO DO ANYTHING. MY FAMILY AND I NEEDS THIS MONEY I HAVE EIGHT CHILDREN AND WE ARE LIVING IN A HOTEL. I AM TRYING TO GET THIS SITUATION HANDLED WITH OUT HAVING TO GO TO COURT BUT I AM WILLING AND READY TO GO I'M DISABLED THIS ISN'T RIGHT FOR ANYONE.

  Business Response

  Date: 07/27/2023

  Dear Mr. ******
  
  We have received and thoroughly investigated this complaint. Based on our review, supported by team member statements, data from the machine manufacturer, and more, we have concluded that you were indeed paid out correctly.

  Our slot director has also made numerous efforts through different channels to reach out and speak to you regarding this matter. 

  Should you have further questions, we encourage you to speak with us. If you decide to contest the findings, we encourage you to
  make use of the “Louisiana State Police Gaming Enforcement Patron Dispute Form”. This is a standard process for any payout or machine disputes in the state of Louisiana. 

  Thank you,

  Customer Answer

  Date: 07/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: how was i told the right information when i was told that amount was only 12 dollars when i wasn't paid 12 i was paid 128. Then the reason i know that was wrong is because i hit a jackpot because of my membership card. I hit 40 spades and 5× then got free spins twice with my regular spins. It said 250×250 then it said 500×120000000
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Customer Answer

  Date: 08/11/2023

  I did say something back but nothing going to be resolved im not goi g to get what i deserve

• Initial Complaint

  Date:06/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My husband booked the King Luxury “River View” room on June 7th for June 7th - 10th, upon checkin the lady at the desk tells us “there’s no more King rooms available, only 2 Queens room is available.” I then tell her we booked and paid for a King room, she tells us “even though you booked and paid for it, it’s still not a guarantee you will get that room it 1st come 1st serviced.” There’s NO WHERE on the website that says that and that’s total BS, also how is it that I can pay for something and you tell me I’m not getting what I paid for. I called the front desk and talked to the so called “manager” and he didn’t care about the situation.

• Initial Complaint

  Date:12/07/2022

  Type:Order Issues
  Status:

  UnansweredMore 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 attended a 10x Multiplier event at this Casino on the 11th and 12th of November. My wife attended with me and at the end of the event her point total was increased by the multiplier and mine wasn't. I tried to contact the hotel rewards center by phone 2 times and then by email 2 times, both times getting automated receipts of the complaint to my email. It has now been over a month and they have not responded and the credits on my account have not been adjusted. This is a problem because they get you down there due to the event, and then we paid for our hotel room for the event, yet we did not receive the compensation that was advertised. This would have increased my status multiple levels, which it did with my wife card. I think it is bad customer support to not address the issue or have an avenue to address this issue. Especially after contacting them through the ways listed. I would like my tier credits multiplied like the advertised event stated, otherwise they are duping alot of people into coming and spending money, but not sticking to the rewards that they advertise.
  

• Initial Complaint

  Date:12/03/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 just woke up with my face next to a disgusting stain on the bed to the point where it should have been thrown away. I called the front desk They switched me rooms and as soon as I walked in there was the most disgusting smell in here in the new room. I have pictures of the vent looking like it has black mold and dust, and the room for its price is NOT WORTH IT. seems like it's a two star HOTEL to honest.
  I posted three reviews from three verified and reputable Google accounts. One by one the pictures were deleted and all of the reviews are now no longer public.
  

• Initial Complaint

  Date:08/12/2022

  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 booked a room for august 24-26 I cancelled 3 days ago and my money hasn't been returned and I can't contact anyone at the property the customer service is a joke at this place.
  

• Initial Complaint

  Date:07/28/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Due to a medical emergency, I needed to cancel a reservation for June 29th, 2022 through July 1st, 2022. I cancelled through the website, and was informed during the cancellation process that I would be charged a $50 cancellation fee. This was acceptable, and I accepted the fee. However, I was then charged $113.05 to the credit card I had used to book the stay. I tried using their support email (incident #220630-000314), but they simply said that the policy is to charge this extended fee, even though the website said that the fee would only be $50. I seek a refund of the $63.05 that I was overcharged.