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Business Profile

Casino

Hard Rock Casino Cincinnati

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 8 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:06/18/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Refuse to remove my address from their mailing list since it is some previous resident's name. I have lived here for over three years and only recently started receiving mailings (at least monthly for a year). No idea if the previous resident purposefully used my address since it isn't theirs or if their account was from when they lived here before. I have issues with gambling and don't wish to receive gambling advertisements in my mail, but they do not care.

  • Initial Complaint

    Date:10/14/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Account Details:

    • Hard Rock Bet Account Name: ******** ****
    • Account Email: ********************
    • Account Address: *** ****** ****** ******* ** *****
    • Date of Birth: ********* ** ****
    • Last Four of SSN: ****

    Summary of the Issue:

    In June 2024, I attempted to withdraw funds from my Hard Rock Bet account. My account was subsequently placed under review, and I provided all the necessary documentation to verify my identity and banking information. This included proof that the ***** bank account linked to my Hard Rock Bet account is a joint account, owned by myself and my son ****** Ford. However, Hard Rock Bet claimed that my account breached their Terms of Service due to the use of a “payment method belonging to an underage individual” (my son), which I have repeatedly proven is not accurate.


    Key Details and Timeline of Events:

    1. June 2024: My account was placed under review, and I submitted bank statements proving ownership of the linked ***** account. The account is jointly owned by myself and my son, ******, with both of our names listed on the account.
    2. Hard Rock Bet’s Response: Despite the documentation provided, Hard Rock Bet continues to claim that I violated their Terms of Service by using a payment method belonging to an underage individual, which is categorically false. My son is not the sole owner of the account, and I have provided proof of this multiple times.
    3. Deposits Made: Prior to the withdrawal in question, I deposited over $12,000 into my Hard Rock Bet account, which I subsequently lost through wagers. There was no issue with my deposits being accepted at that time. However, now that I have won my funds back, Hard Rock Bet has refused to allow me to withdraw these funds, which seems to be selective and discriminatory.

  • Initial Complaint

    Date:04/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 mailed freeplay offers in Decmeber for $40Thursdays, $50Fridays and $50Saturdays in December. As well as $30 Every other hour on new years day and New years eve. When I went to retrieve my freeplay Christmas eve or the 23rd of December my offers vanished. I went to the rewards desk and I was told I no longer could receive freeplay. Yet a week or so later on the promotions kiosk I was able to retrieve a seperate freeplay offer although my freeplays were alledgedly revoked. I was told I needed to call the number the worker gave me and this would be explained to me. I left 2 voice-mail and called a
    3rd time and never heard a justification from anyone, nor a apology. About a month ago I went back and asked the reward desk for a answer and I was told my account had no restriction on it, nor did they show me ever having a restriction. This is not right, and clearly someone that works for the casino stealing was stealing money. From a business standpoint I sincerley believe this expierience is extremely unprofessional, and if the owner of the business knew about my experience they would be willing to make this right. They do not want to have a reputation of taking from customers what they willingly offer them, and then intentionaly ignore them with no explanation. This is just bad all around.

  • Initial Complaint

    Date:01/31/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Good after CEO Mr. Jim A**** I ** ******* order from your restaurant from server Ms Leona W. & Manager Mr. Neil & his stuff which he is very friendly with & disregard. There actions & how I feel. Was speaking with Mr Neil & he allowed several of his employees
    Engage in our conversation & he discussed the matter with them. Violation of confidentiality.
    .I ask Mr. Neil to use his pin. Which he throw to me.
    . I also informed him chicken sandwich was Burt & didn’t respond. He just walked off
    No one in the kitchen has hair nets on. Which is a Strike violation code.
    Chicken sandwich was burnt & onions rings wasn’t fresh & very grease.

  • Initial Complaint

    Date:12/20/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 on the ju Dai machine when my winning ticket for $18k was switched

  • Initial Complaint

    Date:04/20/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 continue to receive mailings addressed to Charles Gum. I called Hard Rock Casino several times to have them stop sending us mailings since this individual doesn't live at the address. They will not remove the address because I am not Charles Gum even though I told them that this person doesn't live here. I don't want to have my address attached to an unknown individual. I need Hard Rock to remove my address. We receive mailings on a weekly basis and it needs to stop.

  • Initial Complaint

    Date:03/07/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 inserted a $108 ticket/voucher at Horse Shoe Casino in the slot machine after inserting and ejecting the ticket/voucher to monitor the price fluctuation the game took $70 the call attendant button shows rules that says if ANY issues occur you don't have to pay for ANYTHING and I was still charged and never refunded my money and had to pay for everything

  • Initial Complaint

    Date:01/27/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 went in to the location after previously winning twice once for more than 800 a second time for more than 200 as a African American LGBT citizen I was monitoring the adjustments on my ticket and somehow the second time my ticket came out maybe about the third or fourth time I pulled it out with no unusual subtractions prior to the final pull out creating the incident it said $38 even though my ticket was just $108 making small bets the slot supervisor was called and continually laughed and ignored my comment that the previous two slot employees had recommended him to come and that the insinuation was the slot supervisor would give a refund and he didn't and miscommunicated their reply to my complaint that the ticket had significantly dropped after only making small bets and I was due a extra $70. The slot manager name was Antonio or some kind of name white about 140 about 5' 8" and was considered the slot supervisor maybe they could get sued

Hard Rock Casino Cincinnati is NOT a BBB Accredited Business.

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