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:07/10/2024

  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.

  While trying to withdrawal my winnings an automated system never changed my withdrawal account to the account when I made a deposit from. So when I called I requested that this manually be done and I got all kinds of excuses telling me that my accounts were canceled and that I withdrew my account last year sometime. whenever I withdrew my deposit account from the site it didn't take my withdrawal with it. I made the withdrawal on 5'1 2024 that wasn't processed to the account that they had to my withdrawal account because it wasn't active and it was sent back. I removed that account and requested that my deposit account automatically be put into my withdrawal account like it's supposed to be, per her statements and supposedly the codings,If this was true then why were they giving me such a hard time about it manually. The support staff were not understanding or could not comprehend what I saying.And then acted like I did comprehend her or I was stupid and didn't understand what she was saying and I only want to withdrawal my money through the same vip preferred account I deposited from and because it wasn't automatically established established should have to spend more money I don't have to satisfy something I have already done

• Initial Complaint

  Date:12/01/2023

  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 was banned from location with out being on property today. When I contacted my host and the customer service number I got no explanation. I’ve lost over a million dollars and deserve an explanation.

• Initial Complaint

  Date:11/20/2023

  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.

  Someone used my card on your windcreek website and it wasnt me. I dont even have an account with you people. I contacted your customer service and to no surprise they were absolutely no help whatsoever and told me to file a dispute with my card issuer. Well I did that but I was also advised to write a complaint to the bbb to get them involved because a lot of money is missing out of my account and it was due to unauthorized transactions to you people. I would greatly appreciate it if someone contacted me so I could get my money back asap! Please let me know what I need to do in order to get my money back!

• Initial Complaint

  Date:05/13/2023

  Type:Customer Service 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.

  On 5/5/2023 I received email from Wind Creek stating that I have one free or discounted night weekly between 5/5/2023 and 6/15/2023 On 5/11/2023 I used my first free night. I could see that most Mondays, Tuesdays Wednesdays and Thursdays are covered under COMP discount. On 5/12/2023 Wind Creek added 2 free nights to my promotions. On 5/13/2023 I tried to book night on 5/18/2023 and noticed that noting is covered used COMP promotion. I was able to see some discounts but they showed less discount than before getting COMP promotions. I contacted Wind Creek and was told that I can’t use COMP nights anymore. I was told that COMP nights are only provided for some people that playing a lot. I wasn’t asking for COMP promotion. I was asking to provide discount that I’ve already earned by playing at the Casino. Is playing once a week not enough for them??? Wind Creek why you don’t honor your given promotions???? How this is even legal?? Bethlehem PA Wind Creek please respond why my COMP promotions were canceled. On top canceled few weeks before my birthday.

  Business Response

  Date: 06/22/2023

  June 20, 2023 
  

  Dear *** *****: 
  

  Wind Creek Bethlehem LLC d/b/a Wind Creek Bethlehem (WCB) is in receipt of your correspondence dated May 24, 2023, a copy of which is attached, pertaining to the complaint filed against WCB under the above-referenced ID number. Please accept this correspondence as WCB's response to same. 
  

  Complaint ******** alleges that the Complainant was informed by Wind Creek personnel that he would no longer be able to utilize complimentary nights and that his complimentary promotions were cancelled. 
  

  At the time the Complainant contacted WCB, he was upset and did not fully understand the requirements to qualify for a complimentary room and why WCB's App indicated that he qualified for complimentary rooms at Wind Creek's Alabama property but not at WCB's property. The requirements were explained to the Complainant, and he was informed that each Hotel yields differently based on availability. He was further informed that discounted rates apply when there is low hotel availability and that his qualifying nights depend on his play (i.e., if his play with each trip fluctuates his qualifying nights would also fluctuate). 
  

  Since the filing of the instant Complaint, the Complainant received two (2) complimentary stays and has two (2) upcoming complimentary nights booked. 
  

  Should you require any additional information, please do not hesitate to contact me directly at ###-###-####. 
  

  Regards, 
  Executive Director - Compliance and Risk Management

• Initial Complaint

  Date:04/06/2023

  Type:Customer Service 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 received an email from Wind Creek casino that said if I came to the casino on March 25th, I would receive a certification for a free cruise. I went to the casino, played all day, and picked up my ********* Cruise Certificate (*********). I'm traveling with my developmentally disabled adult niece. She was with me when I received the Certificate. She was very excited to be going on a cruise. She cannot fly due to her disability, so we have to go out of Cape Liberty NJ. Since the certificate had that port and summer dates, it was perfect for her. We immediately called that day to book but was told they didn't have the list yet, so I had to call back. I called back the next day and was told the same thing. When I called the following day, I was told I had to use the QR code and fill out the form. I did that and was waiting for my call back that never came. I decided to call and see why I hadn't received a call. The rep did not know but said he would try to book it. I told him any of the dates going out of Cape Liberty NJ. He said there is nothing available. I even said I would upgrade to an oceanview room. Again, I was told there was no availability. Now I feel I was scammed into going to the casino and spending a lot of money just so I could get this cruise for my niece and now I have to disappoint her. I don’t understand how you can allow a certificate to be given to someone and then say there is no availability when they try to book it. Nowhere on the certificate does it say limited availability. I want Wind Creek and Celebrity to honor the certificate I was given.

  Business Response

  Date: 05/05/2023

  May 1, 2023 
  

  Dear Ms. Ortiz: 
  

  Wind Creek Bethlehem LLC d/b/a Wind Creek Bethlehem (WCB) is in receipt of your correspondence dated April 13, 2023, a copy of which is attached, pertaining to the complaint filed against WCB under the above-referenced ID number. Please accept this correspondence as WCB's response to same. 
  Complainant alleges that she did not get to travel on a cruise after receiving a promotional offer that involved WCB. 
  For the promotion in question, WCB partnered with ********* Cruises (*********) whereby WCB provided ********* with a list of WCB's patrons, and ********* offered those patrons the opportunity to take a trip on one of its cruises. Since Celebrity handles all reservations and operations related to those cruises, WCB does not know why *** ******* was not able to make a reservation. 
  Nonetheless, we have contacted ********* and have learned that on April 10, 2023, *** ******* was able to make a reservation to go on a ********* cruise on July 9, 2023. Therefore, we believe this matter has been resolved to *** *******'s satisfaction. 
  Your prompt attention and assistance with this matter is greatly appreciated. Should you require any additional information, please do not hesitate to contact me directly at ###-###-####. 
  

  Regards, 
  ******* ** ******* 
  Executive Director - Compliance and Risk Management 

  Customer Answer

  Date: 05/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  *******************************
  

• Initial Complaint

  Date:12/13/2022

  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.

  Date of transaction: 09-09-2022 Amount paid to business: $1045.80 Business Committed to provide: ***************************************** - Holiday Concert Nature of dispute: Request full refund due to a serious medical injury and condition Order Number: **-*****/*** I inquired on 11-30-2022 to request a refund for order # **-*****/*** as a result of an injury with an unforeseeable prognosis. Since inquiring about this I have been admitted to the hospital for spinal cord compression with temporary paralysis.I purchased my tickets through ************, and initiated a refund request, but was told that the Event Organizer is not allowing refunds at this time, but when I spoke to ************ Fan Support *********, she said due to the seriousness of this situation that is beyond my control she was sending this on to Wind Creek Event Center (Event Organizer) to make an exception. After waiting 5 business days, I was told the Event Organizer said no to the refund. So, I later called Wind Creek Event Center and was told to try and sell my tickets through ************ since no refunds are issued and I found this very disheartening. Due to my medical condition of a impinged nerve in my neck causing temporary paralysis should have been taken more seriously by you saddens me greatly, but at the same time you have posted on Instagram No Fees On December Shows - Use Code: Winter to pay zero fees on these shows: ***************************************** December 16. I am asking to be shown some compassion due to this serious condition that is out of my control, for the refund of my tickets.Medical records can be provided of needed for this request.

  Business Response

  Date: 12/22/2022

  December 21, 2022 
  

  Dear *** *****: 
  

  Wind Creek Bethlehem LLC d/b/a Wind Creek Bethlehem (WCB) is in receipt of your correspondence dated December 15, 2022, a copy of which is attached, pertaining to the complaint filed against WCB under the above-referenced ID number. Please accept this correspondence as WCB's response to same. 
  

  Complainant alleges that she purchased tickets from the Wind Creek Event Center (Event Center) and/or ************ for the ********* *********** concert held at the Event Center. Claimant is alleging that due to unexpected health issues she was unable to attend the concert and is requesting full reimbursement for the cost of the tickets in the amount of $1,045.80. 

  The Event Center is leased from WCB and is wholly operated by ****** ************* (******). WCB does not control any portion of the business operations of the Event Center. Tickets sold for any events scheduled at the Event Center are sold directly through the Event Center Box Office or via Ticketmaster. All requests for reimbursement must be made directly through ************, ******, or the Event Center Box Office. 

  Considering the above, WCB respectfully requests the complaint filed against WCB be withdrawn. Upon completion of your review of WCB's response, please provide written confirmation that no further action is required by WCB. 

  Your prompt attention and assistance with this matter is greatly appreciated. Should you require any additional information, please do not hesitate to contact me directly at ###-###-####. 
  

  Regards, 
  

  Michael. M
  Executive Director - Compliance and Risk Management 

  Customer Answer

  Date: 12/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  I absolve WCB of this filed complaint, and I will file a new complaint with businesses listed in the reply wholly responsible for tickets sold. 
  
  Regards,
  
  *************************