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Business Profile

Casino

River City Casino

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 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:06/24/2024

    Type:Customer Service 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 was offered a hotel room for 2 days sun-fri. at River City casino and hotel through the Penn play app. So I booked it throught the penn play app and everything went through without a problem got my reservation confirmation number and it was booked for check in June 23 checkout June 25. So I decided to take that Monday off work so I could enjoy my stay even more. At that point RiverCity hotel had ne believing i had the room booke. Then I get there and they tell me that they have the room is still available but i can only get it if i pay for the room. The same free room I booked i was only going to get if I paid for the room. The people at the front desk said that it was only available if I was willing to pay for the room that I was offered for free. So that was very upsetting for me that the hotel was not full and my free room wasn't going to be free like I was told i could get for 2 night hotel stay. But what makes it e en worse everything at the check in was fine. But then I decided to go to casino for a bit and then got food that I got 10 off of through the Penn play app that went fine. Then proceeded to the room and the lady at the fro t desk had written the wrong room number down so I had to go back and that's when they proceeded to tell me that I now had to pay for the free room. That's why I am filling this complaint. If RiverCity needs any info of my reservations I will gladly provide it.

    Business Response

    Date: 07/03/2024

    In response to complaint ID ******** filed with the Better Business Bureau, River City Casino hotel management has contacted the customer by phone and email to resolve the complaint. As of July 3, 2024, River City Casino has not received a response and is unable to reach the customer.

  • Initial Complaint

    Date:05/26/2024

    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.
    On the evening of May 25th, we had booked a room with the intention of staying overnight for a friends wedding (my husband is in the wedding party) however upon arrival the room smelled like mold and mildew and asked for different accommodations. When presented with the ask the front desk said the manager was not on staff and they would send up a device instead, and it would be remediated by 6 pm. Not only were there pieces of equipment left in our room but the smell was also still in place, I asked again if the smell had been cared for before going up to my room or if there were any cancellation, but was again presented with no sorry were full- at that point I went up to the room to evaluate if anything had been cared for, but unfortunately not. I called down AGAIN to see what the options are, and the front desk shared there are no options. They would tell management in the morning, I messaged with the corporate headquarters and it redirected me to the same front desk attendants. We will now be paying out of pocket for new accommodations as I could be expecting and dont want to risk mold exposure.

    Business Response

    Date: 05/30/2024

    In response to complaint ID ******** filed with the Better Business Bureau, River City Casino hotel management reviewed the circumstances of the guests experience and offered a refund for this visit.  River City Casino is committed to providing exceptional service and an enjoyable entertainment experience to all customers.  We sincerely apologize our hotel room conditions in this instance did not meet expectations and alternatives were not available due to the busy holiday weekend. The Assistant Director of Hotel contacted the customer on May 29, ******* offer the refund and address any additional customer service concerns.

  • Initial Complaint

    Date:07/21/2023

    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.
    They are robbing people and I’m making sure what they are doing to me isn’t happening to all these other people that are either afraid to say anything or don’t know how. They will keep calling you and texting you about ur play and how it’s not high enough to get the little free stuff that they say is free. It’s not free if someone is beating you down about play. Also the biggest thing is is I’m be discriminated against mayb due to not having as much money as some other guests. I lose money then they say well you still haven’t played enough. I feel like they are using their power and “free” gifts to really be predators to people with problems and other issues and they are exployting these things. They are very demeaning and make you feel like you are nothing. Now if u go in and play and lose they will be nice and give u some free stuff to keep ya losing and being miserable. I grilled a complaint before and Sarah from marketing reached out was very nice at beginning but soon after was not nice and nothing I was promised happened. I’m 2 months behind on my free cruise that I have been ignored on was supposed to be called June 15th about it. Was offered a birthday dinner and when I went to act on that today Donna the host said I don’t have enough play????? I don’t have enough play to get my dinner birthday that u offered me for free last month???? Is this a joke or illegal bait and switch???

    Business Response

    Date: 07/27/2023

    Dispute
    Resolution Department
    Better
    Business Bureau
    *** ** ********* ***** ****
    ***** ****** ** *****
    ************

    7/27/2023

    Dear Sir/Madam,
                RE:       BBB Complaint ID: ********
    On behalf of River City Casino,
    I am writing in response to complaint ID ******** filed with the Better
    Business Bureau on July 21, 2023.  The customer
    filed a similar complaint with the Better Business Bureau in April 2023, which was
    addressed by the company.  The primary
    concern in the customer’s statement again pertains to not receiving incentives earned
    or “free stuff” through our player rewards program.  Details of the Penn Play loyalty program tier
    benefits can be found at ****************.
    Rewards and benefits for each tier are earned as described in the program rules.  All promotional rules are available to the
    public upon request as required by state regulations.
    On April 25, 2023, the Vice
    President of Marketing contacted the customer upon receipt of the first complaint
    to address his concerns, explain how the loyalty program works, and awarded him
    an additional offer as a valued customer. 
    River City reviewed the customer’s account activity following the second
    complaint received on July 21, 2023 and confirmed the customer has been awarded
    all tier benefits earned based on the Penn Play loyalty program.  The Executive Host staff and Marketing
    leadership have been in communication with the customer in hopes to resolve the
    issue.
    Thank you,

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

River City Casino is NOT a BBB Accredited Business.

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