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Business Profile

Casino

Oneida Bingo & Casino

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Oneida Bingo & Casino's headquarters and its corporate-owned locations. To view all corporate locations, see

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Oneida Bingo & Casino has 5 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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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    • Initial Complaint

      Date:12/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 were staying at the hotel and experienced something that was beyond belief. I was at the blackjack table on 14 December at approximately 8:30 P.M., when I whitenesses something terrible. We were having a good time, the table was full, and we were spending money. Someone (I assume a pit boss) came to the table and expressed that security had seen that a hand was paid from the dealer that shouldnt have been paid. This was several hands ago and no one was aware of the situation. The pit boss said.the 2 people in question owed *****. He also saidthey didnt need to pay, but had to leave if they didnt pay. I immediately got upset with the situation and asked why the players had to pay for the dealers mistake. They (the house) didnt care and proceeded to let the individuals know that they had 2 options. Pay for the mistake on the dealer or leave the casino and not ****** anymore. After multiple attempts to reconcile, the house just kept insisting they needed to pay or not play again. I cant fathom that a player needs to pay (several hands later) from a dealers mistake. Doesnt the casino hire people that are competent? Should we lose money and be accountable to mistakes of the house? This makes no sense, and I would like a response. If not, I will escalate until I get a response. This made no sense and was totally uncalled for. I expect a response. Thank you!

      Business Response

      Date: 12/27/2023

      Dear *************************** -

      We are in receipt of your concern regarding a situation that occurred on one of our table games when two customers playing blackjack were asked to repay back money for being overpaid on a hand by the dealer.  Although, the dealer did make a mistake by overpaying the two customers, it is our practice to get the amount back due to the error when a Floor Person and/or Surveillance sees the mistake.  We would absolutely do the same if the dealer did not payout the correct amount owed to the customer due to a dealer error.  For both instances, the dealer would be addressed further by their supervisor to ensure these types of mistakes do not continue again.

      I will have a Table Games Shift Manager reach out to you personally to discuss this further.

      Thank you!       

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