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:10/03/2023

  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.

  Visited today oct 3 Miami valley Sometimes I need to cash a check Unable today because of so called problems Unfortunately that’s my only source while visiting Not much help from anyone Hoping to have a good day but that didn’t happen Went home frustrated Not first time I encountered problems there Not sure if I’ll return or try different casino Unhappy ******************

  Business Response

  Date: 10/04/2023

  Mr. ********** is correct that the vendor that supplies our check cashing had a system outage on Monday.  All check cashing services were restored by Tuesday morning.  We supply ATMs, Credit Card Cash Advances and point of sale debit transactions that could have supplied him with currency while he was here.  We apologize for our vendors outage and that he was not able to access cash, but the issue has been resolved and he is welcome back any time to enjoy our facility and get his check cashed.

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

  General Manager

• Initial Complaint

  Date:10/01/2023

  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.

  October 1st 2023 The business did not except my valid idea as i had just got married and got a new idea and they said my valid paper showing my picture and identification they wouldn't take but in the process let in every white person to walk in right through without checking an id at all . Manager and whole place very incompetent and don't know laws everyone if should be checked and validated and this id by law should have been excepted .

  Business Response

  Date: 10/03/2023

  **** ****** states in her complaint that a paper identification is sufficient for identification.  She is incorrect in that statement; the verbatim law from the BMV website is below:

  Directly from the BMV website
  
  ****************
  
  
  This explains what happens when someone goes to get a new
  DL/ ID
  Your current
  driver license or ID card will be perforated to visually indicate the license
  is in the process of receiving a new card. The perforation will be in the top
  left corner of the card. You
  will leave with the perforated card.
  
  You will receive
  an **** Interim Identification form issued by the deputy registrar agency to
  use until your new card arrives in the mail. Law enforcement will be able to
  verify the form.
  You
  must carry the interim driver license or identification form until you
  receive your new card in the mail.
  Your
  **** Interim Identification form will expire after 45 days.
  If
  you have applied for a driver license or temporary instruction permit,
  your **** Interim Identification form allows you to operate motor vehicles
  except for vehicles that require a commercial driver license (CDL) to
  operate.
  An
  **** Interim Identification form is not valid as a stand-alone document
  when applying for a CDL or temporary CDL instruction permit.
  An **** Interim Identification
  form is only valid when accompanied by an unexpired **** driver license
  issued to the person identified on the form.
  An **** Interim Identification
  form only serves as confirmation that an application is pending. It is not
  a form of identification.
  
  And, so, for the
  bottom two reasons, we do not accept the paper form by itself.  We
  accept it accompanied with the perforated ID that was given back to her.
  Contrary to *** ******** claim that we do not know the law, we do and we follow it.  Per
  the law, the paper alone is not acceptable.

• Initial Complaint

  Date:06/27/2023

  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.

  ******* *****
  *** ******** ***
  **** *** ******** 6/27/2023
  
  Dear Sir/Madam,
  
  I am writing to file a formal complaint against Miami Valley Gaming regarding an incident that occurred on March 8th, 2023, and subsequent actions taken by the casino. I have made numerous attempts to try and resolve this issue Which is why I am reaching out to the Better Business Bureau in the hopes of finding a resolution.
  On the aforementioned date, I had a regrettable confrontation with another customer as I was leaving Miami Valley Gaming, located at 6000 SR 63. Lebanon, OH 45036 Following this incident, I was approached by casino security, and I willingly cooperated by providing my personal information, including my date of birth, etc. After waiting for approximately 20 minutes, I asked if I was free to leave or if I was being detained. The security personnel informed me that I was free to go, and under that assumption, I departed the premises returned several times after the incident with no issues and again On or about April 10th returned again I was there approximately 2 hours and I hit a jackpot worth around $4,000 the attendant came I gave her my ID I paid the taxes and I continued to play while she went to retrieve my jackpot winnings. The attendant returned with 3 security guards who then handed me a piece of paper notifying me that I had been trespassed due to the incident that happened the previous month. They proceeded to tell me that I was trespassing and refused to pay me stating that the state of Ohio took my winnings due to the fact that I was trespassing. I stood up cashed out my machine which was approximately $350 when I was informed that they would be takin that as well there has been no record of an email or any other form of communication notifying me of these actions. Given the circumstances, it is evident that Miami Valley Gaming has mishandled this situation and has failed to provide me with fair treatment and due process.
  Yours sincerely,
  ******* *****

  Business Response

  Date: 07/11/2023

  July 7, 2023
  Better Business Bureau
  1 E. 4th Suite 600
  Cincinnati, Ohio 45202
  Fax ###-###-####
  
  Complaint ID #********
  Complaint Date 6/28/2023
  Concern by ******* *****
  
  
  *** *****,
  

  On March 8, 2023 you were involved in a verbal disturbance which ended with you physically assaulting another guest.   Due to your continued aggressive behavior we contacted the ****** County Sheriff’s Office to respond.  You left our property prior to their arrival.  The Deputies stated that they were going to contact you and, per our request, advise you that you were officially trespassed from our property.  
  

  Following this, on March 12, 2023 we sent a certified and return receipt letter to your address on file and as listed on your Driver License advising you of your permanent ban.  The terms also stated that, “any jackpots won through unauthorized play during the banned period will be forfeited.”
  

  On March 18, 2023 we received the Receipt of delivery from the United States Postal Service stating that the “item was delivered to an individual at the address at 12:37 PM on March 18, 2023 in *********** **** *****.” 
  

  On April 13, 2023 at approximately 2:40 PM it was discovered you were trespassing on property when you hit the jackpot in the amount of $2,198.00.  It was at that time Security approached you, hand delivered you another copy of the same ban letter that we sent you and advised you that the jackpot and your ticket in the amount of $366.40 were being confiscated.
  

  We regret to inform you that your request for a refund is being denied.  This is also an additional reminder that you are permanently banned from Miami Valley Gaming, which includes all buildings and parking lots.
  
  Sincerely,
  

  Dave S****
  Director of Security

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:03/24/2023

  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 would like to be removed from all promotional related direct mail. I get an overwhelming amount of promo post cards from this business and I’ve made several attempts to be removed from their list. All attempts were left in responded to, via multiple emails and calls.

  Business Response

  Date: 03/24/2023

  The Miami Valley Gaming team reached out to this customer and clarified the details of the complaint.  We needed some clarifying information around email address as well as the street address on the account.  We apologized for the difficulty in getting the issue addressed and assured the customer that they are now on our "do no mail" list.  We let them know that, based on the timing, we have 7 more mail pieces that have already been sent for processing.  Once these 7 pieces of mail have been received by them, they should receive no further mail items from us.

  Customer Answer

  Date: 03/24/2023

  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. 
  
  
  
  Regards,
  
  
  
  ******** ****