Complaints for Rivers Casino in Pittsburgh, PA

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

5/27/2022

I created an account at Rivers Casino when I created the account I seen that they had free bingo I thought wow this is awesome I had the chance to win money so I was playing the bingo so many numbers were called I needed 071 or 71 was called for a second I was actually floored that I even had a bingo before I knew it the screen went away so I thought I will contact support and they will see that I had a bingo and they will credit me when I contacted the support they informed me to get their bingo is not monitored? I said what do you mean it's not monitored they said did you get a screenshot I said how can I get a screenshot when the window completely disappeared for for their bingo you get random invitations to play bingo there's not no length or nothing that you can click on to take you to their bingo they give you random invitations and what you do is you click on it and then it takes you into their bingo so anyway I said to support I said what do you mean it's not manager they said no it's not monitored I said well I find that kind of weird I said if your slots are being monitored which I know they are why isn't your wrinkle being monitored don't you want to know where your money is going I believe that this is a scam to get players to come into their casino to play and I was going to the next time I was going to ask the players when I got an invitation I was going to ask other players if they had any problems but that river is told me that they would not compensate me Resolution Sought I would like to see this casino monitoring their bingo game because if somebody has a bingo how do they know I don't understand that and I would like to see them compensate me something because support told me that at the beginning there's first place second place third place and fourth place how do they know all of this if it's not being monitored????

Company Response

6/8/2022

Apologies for the delay in correspondence. It appears the original complaint was sent to our property. Bonus Bingo only occurs on our online casino. To give a little context on the game Lisa is complaining about, bingo is free to play and occurs randomly throughout the day. Players can opt in to play bingo if they have a bingo token, which can be purchased in our proprietary bonus store, using accumulated bonus store points. From time to time, players may receive connection issues or gameplay issues during the bingo game. In this event, players typically screenshot the error message they receive or their current bingo card and come into live chat support. We will typically reimburse the player's bingo token, or offer bonus money from time-to-time in accordance with term: 9.6. In addition to the Bonus Money Promotions we offer generally to our player population, we may also choose, in our sole discretion, to provide additional Bonus Money Promotions, other Promotions, or comps to a particular player at any time and for any reason. When we offer such Promotions or comps to a player, we are under no obligation to issue the same or similar Promotions or comps to any other player. Lisa started complaining about her bingo issues to support on 5/23. We awarded her a courtesy bonus of $10 to compensate for the issue she experienced. Bingo is automated to immediately award the first four players who successfully get a full bingo line and select the bingo button. If a player were to hit the bingo button before getting a bingo, it will not award the bingo bonus. While we cannot see the physical bingo round being played, we do have a list of the winners. We let Lisa know to please screenshot if she has a bingo error and we'll gladly do our utmost to compensate her with additional bonus money. She then reached out to us multiple times on 5/24 about bingo errors stating she had won. Again she did not have a screenshot, rendering us unable to compensate her with bonus money. But in good faith, we reimbursed her with two additional bingo tokens for future bingos. I am currently loading her two additional bingo tokens in good faith, with hopes that bingo works for her. We have not received any other correspondence about bingo not working properly. And without a screenshot, we have no reason to believe that these errors she experienced are a site issue.

Customer Rebuttal

Company Final Response

Complaints and Resolutions

Rivers Casino complaints