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:12/05/2024

  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.

  IN JULY OF 2023 A MAN WALKED UP AND TOOK MY ****************************************************************************************************************************** MY MONEY BACK. SECURITY CAME AND PLAYED THE ***** BACK AND REFUNDED ME MY MONEY AND I CONT. TO PLAY THE REST OF THE EVENING. WENT BACK SEVERAL TIMES AFTER AND PLAYED ONLY TO BE EXCORTED OUT OF THE ONE IN DUMPFIES AND TOLD I WAS BAND A YEAR OF PLAYING. I RESPECTED THERE DECISION ONLY TO BE TOLD I HAVE BEEN BANDED PERMENTLY!!!! I HAVE WRITTING AND EMAILED SEVERAL TIMES TO GET NO WERE! THE COMPANY SENT ME NOTHING! AND HAS NO PHONE NUMBER FOR CUSTOMERS TO CONTACT THEM TO RESOLVE ANY ISSUES!!! TERABLE BUSINESS PRACTICE!!! PLEASE HELP

  Business Response

  Date: 01/13/2025

  To whom it may concern,
  
  We received the attached letters at our business earlier this week.  You have been trying to contact **** **********.  He left the company in April 2023.  I an the General Manager for Rosie's Gaming Emporium and the Rose Gaming Resort, both in ********, ***   I was unable to respond online because the complaint was closed on January 2nd, prior to our receipt of the attached.  Below is my response.
  
  On 19th August 2023 an altercation occurred at our Rosies Gaming Emporium location in *****************, between the complainant and a second ******* During the incident, the complainant almost immediately became aggressive and physical towards the second ****** At issue was monies belonging to each patron that had become co-mingled in one of our Historical Horse Racing (HHR) gaming machines. Both Gaming Operations and Security staff intervened and after reviewing the game management software returned $89.05 to the complainant and $34.00 to the second *******
  
  
  In accordance with established protocols a review of the event was conducted. Surveillance video footage was reviewed together with the detailed Incident Report outlining the nature and timeline of this event. In view of the escalation of the incident, including the repeated use of violence, (pushing and throwing a punch) despite the lack of any provocation or retaliation from the second ******* management of Rosies Richmond imposed a yearlong ban on the complainant on 12th September 2023. These bans apply to all Rosies locations throughout the State and any other establishments owned by our parent Company, *******************
  
  
  Notification of the ban was delivered to the complainant via **************************** to the address on record on 18th September 2023.
  
  
  It is acknowledged that at the time of the complainants visit to Rosies location in *****************, on 16th September she would not be aware of the ban imposed. It is further acknowledged that when approached and informed of our decision relating to the Richmond incident, and being informed that the ban applied to all Rosies locations the complainant cashed out her tickets and left the premises without further incident and with no further action being taken against her.
  
  
  The Companys response to the Richmond incident was appropriate, proportional and justified due to the nature of the complainants aggressive behavior including physical contact and the threats of escalating violence. We do, however, recognize that the lifetime ban was imposed in error and that the complainants ban should have expired after one calendar year in accordance with the ban notification.
  
  
  We will reach out to the complainant and inform her that the ban has now been lifted and that, subject to displaying appropriate behavior in the future she is welcome to return to any of our gaming locations.
  
  Please let me know if you have any questions.
  
  ***** Sample
  General Manager

  Customer Answer

  Date: 01/13/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22644514
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 01/13/2025

  Can you please request a copy of the footage that happen that night. Rosies has mislead let you on the events the took place there was NO physical altercation I was refunded $800+ dollars that the gentleman took from my machine, I was not removed from the establishment or notified of any issues or concerns. I was refunded my $800 and I continued to ****** at different locations until I was rudely removed from the ******** location after being let in at the door and had been gambling for several hours. It was at that time I was notified that I was banned from the establishment. Please request a copy of their so-called "video", I am a female and was dealt with by a man and it would be apparent if anything physical were to have occured on that footage. They removed the man from the establishment and let me continue to play, I was then asked to fill out a report from the staff in the midst of my game. I wanted to continue with my evening but was halted to complete the report form that the staff was not satisfied with apparently. I filled out the form tried to enjoy my evening in spite of the events.