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Business Profile

Casino

Emerald Queen Hotel & Casino in Fife

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Emerald Queen Hotel & Casino in Fife's headquarters and its corporate-owned locations. To view all corporate locations, see

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Emerald Queen Hotel & Casino in Fife has 2 locations, listed below.

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

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    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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    • Initial Complaint

      Date:08/07/2022

      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.
      i was barred from emerald queen casino in January of this year and was told how by eqc employees how to get the bar removed. I then went online to fill out the appeal form from their website. It clearly states that they will get in touch with me within **** days on the matter. I checked my email for more than a month and heard nothing back. So my girl [************************* ] and myself went to the *** on June 20,2022 and upon entry to the casino I asked the security at the entrance if there was a bar against me, they said no and good night and good luck. It was about a half hour later that we won a jackpot for $18,900.00 and when we went to collect it the management told us that they wasn't paying us and put the bar back into effect on me. The management stated that the security at the entrance was on a different database than the database at the cashier's cage. I was cleared to spend my money but when we won they refuse to pay us. also while we was in the discussion with management' we looked for the ***'s response in my email. There was none But, the next day on June 21,2022 the email from the casino showed up after they denied our jackpot. Also it was dated May 9, 2022 which was odd that I didn't receive it until after we was denied our jackpot, on June 20, 2022. we feel as though we have been cheated and that if that is how they are doing their business then they should not be allowed to do business at all. They sent us a denial letter that was nothing but lies twisted up by their attorney [****************] that makes us look bad on paper. None of the facts in the letter was true in any fashion. The *** are nothing short of thieves and cheats. Not to mention liars on a whole other level. What they have done is wrong and I know that we aren't the only ones they have cheated this way and was embarrassing to be humiliated in front of an entire casino full of people who was starring and talking about us as we left the casino.

    Emerald Queen Hotel & Casino in Fife is NOT a BBB Accredited Business.

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