vpFREE2 Forums

Hard Rock SUCKS

#1

Greetings from Las Vegas, Home of Positive ER Video Poker:

When we finished playing at the Hard Rock on Friday 21 March,
I had a balance of 59 points in my "Back Stage Pass" account
and SWMBO had 42 points. She cashed her points in for $42,
and I was going to cash mine in also, but didn't because the line
got pretty long before I got there.

Today we returned to get our weekly bounce back free-play cash,
and I asked for my $59 cash back. They gave me a check for $37,
explaining that they had been over-crediting points on some machines
and that a systemwide adjustment had been made on Monday.
The booth reps were sympathetic, said they were getting a lot of flak
from customers and referred me to Rosie Fuentes, Slot Marketing
Manager. Ms. Fuentes confirmed what I had been told at the booth,
and said that I wouldn't get my $22 back. She said that if I had
cashed my points before Monday I would have been OK, and that they
weren't running negative balances on anyone.

FWIW, I am now in the process of filing a complaint with Gaming,
which is a first for me. I talked with Gaming today and learned that
I have four filing options:

1. Call Gaming (486-2020 24/7) while at the Hard Rock, and they will
send an agent over to resolve the complaint in real time.

2. File a complaint in person at their Las Vegas office.

3. File a complaint via snail mail.

4. File a complaint via Email - <liaison@gcb.state.nv.us>

I'm in the process of doing #4, but am still considering #1,

vpFREE Administrator

#2

I would suggest doing #1. That way, Gaming is forced to start their
investigation immediately. With option #4, they can start
investigating at their leisure.

We all know that casinos have a way of deleting information when it's
not to their advantage. Don't give them any extra time.

hockeystl

Greetings from Las Vegas, Home of Positive ER Video Poker:

When we finished playing at the Hard Rock on Friday 21 March,
I had a balance of 59 points in my "Back Stage Pass" account
and SWMBO had 42 points. She cashed her points in for $42,
and I was going to cash mine in also, but didn't because the line
got pretty long before I got there.

Today we returned to get our weekly bounce back free-play cash,
and I asked for my $59 cash back. They gave me a check for $37,
explaining that they had been over-crediting points on some

machines

and that a systemwide adjustment had been made on Monday.
The booth reps were sympathetic, said they were getting a lot of

flak

from customers and referred me to Rosie Fuentes, Slot Marketing
Manager. Ms. Fuentes confirmed what I had been told at the booth,
and said that I wouldn't get my $22 back. She said that if I had
cashed my points before Monday I would have been OK, and that they
weren't running negative balances on anyone.

FWIW, I am now in the process of filing a complaint with Gaming,
which is a first for me. I talked with Gaming today and learned

that

I have four filing options:

1. Call Gaming (486-2020 24/7) while at the Hard Rock, and they

will

···

--- In vpFREE@yahoogroups.com, "vp_FREE" <vpFREE@L...> wrote:

send an agent over to resolve the complaint in real time.

2. File a complaint in person at their Las Vegas office.

3. File a complaint via snail mail.

4. File a complaint via Email - <liaison@g...>

I'm in the process of doing #4, but am still considering #1,

vpFREE Administrator

#3

I had the identical experience with them the other day. I'm pretty sure the offending machines were the extinct bank of FPJW. I'm not so sure that they were really over-paying points; with HR's system, it's hard to tell. Regardless, it's crazy to enrage customers like this. I mean, they just sent us $200 in local's mailings, but rip me off for $50 of cashback. Net result: they paid $150 to really piss me off. I love playing there, but can't they EVER hire management without brain damage?

john

vp_FREE wrote:

···

Greetings from Las Vegas, Home of Positive ER Video Poker:

When we finished playing at the Hard Rock on Friday 21 March,
I had a balance of 59 points in my "Back Stage Pass" account
and SWMBO had 42 points. She cashed her points in for $42,
and I was going to cash mine in also, but didn't because the line
got pretty long before I got there.

Today we returned to get our weekly bounce back free-play cash,
and I asked for my $59 cash back. They gave me a check for $37,
explaining that they had been over-crediting points on some machines
and that a systemwide adjustment had been made on Monday.
The booth reps were sympathetic, said they were getting a lot of flak
from customers and referred me to Rosie Fuentes, Slot Marketing
Manager. Ms. Fuentes confirmed what I had been told at the booth,
and said that I wouldn't get my $22 back. She said that if I had
cashed my points before Monday I would have been OK, and that they
weren't running negative balances on anyone.

#4

I had the identical experience with them the other day. I'm pretty sure
the offending machines were the extinct bank of FPJW. I'm not so sure
that they were really over-paying points; with HR's system, it's hard to

tell. Regardless, it's crazy to enrage customers like this. I mean, they

just sent us $200 in local's mailings, but rip me off for $50 of
cashback. Net result: they paid $150 to really piss me off. I love
playing there, but can't they EVER hire management without brain damage?

john

I recently had a similar experience at the Stratosphere. Apparently we

lost our previous cash back when they changed to the new Ultimate
Rewards card in January. My records show we had some cash back due (not
much but a few bucks each) and they told me they had no record of it and
yet they sent me a win/loss 2002 with play on it. The booth gal said
something about needing to cash out prior to January. Anyone else have a
problem there?

Scot

···

-----Original Message-----
From: John Kelly [mailto:jwke…@…net]
Sent: Friday, March 28, 2003 8:45 AM
To: vpFREE@yahoogroups.com
Subject: Re: [vpFREE] Hard Rock SUCKS

#5

Has there been an ownership change? Sounds like Hard Rock is now a Coast
property. I think #1 sounds like a good option. If everyone who got
screwed makes that call, HR may have to reverse their decision. Gaming
Enforcement agents would get tired of coming out and put pressure on the
Rock to pay the $20 bucks and move on.

Rasti$Rulz
                                                           Coasts Casinos
are vp-hell

http://groups.yahoo.com/group/vp-heaven

···

----- Original Message -----
From: "vp_FREE" <vpFREE@LVCM.com>
To: "vpFREE" <vpFREE@Yahoogroups.com>
Sent: Thursday, March 27, 2003 8:50 PM
Subject: [vpFREE] Hard Rock SUCKS

Greetings from Las Vegas, Home of Positive ER Video Poker:

When we finished playing at the Hard Rock on Friday 21 March,
I had a balance of 59 points in my "Back Stage Pass" account
and SWMBO had 42 points. She cashed her points in for $42,
and I was going to cash mine in also, but didn't because the line
got pretty long before I got there.

Today we returned to get our weekly bounce back free-play cash,
and I asked for my $59 cash back. They gave me a check for $37,
explaining that they had been over-crediting points on some machines
and that a systemwide adjustment had been made on Monday.
The booth reps were sympathetic, said they were getting a lot of flak
from customers and referred me to Rosie Fuentes, Slot Marketing
Manager. Ms. Fuentes confirmed what I had been told at the booth,
and said that I wouldn't get my $22 back. She said that if I had
cashed my points before Monday I would have been OK, and that they
weren't running negative balances on anyone.

FWIW, I am now in the process of filing a complaint with Gaming,
which is a first for me. I talked with Gaming today and learned that
I have four filing options:

1. Call Gaming (486-2020 24/7) while at the Hard Rock, and they will
send an agent over to resolve the complaint in real time.

2. File a complaint in person at their Las Vegas office.

3. File a complaint via snail mail.

4. File a complaint via Email - <liaison@gcb.state.nv.us>

I'm in the process of doing #4, but am still considering #1,