ComplaintsforDerby City Gaming
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Complaint Details
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Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been going to this establishment since it opened. Never had any issues. Then a couple of months ago I was told that I have been excluded from there because they are planning to open a casino in Indiana and they are excluding anyone that has been excluded from Indiana. That is unfair since I have been a loyal customer and spending a lot of money at derby city.Business response
08/28/2024
“Derby City Gaming and its parent company, Churchill Downs Incorporated, are committed to providing extraordinary experiences to every guest visiting our properties. As a part of that commitment, Derby City Gaming has implemented a comprehensive responsible gaming program.
Where a guest has elected to participate in a self-exclusion program either at Derby City Gaming or any other participating Churchill Downs Incorporated property, Derby City Gaming will respect that choice and exclude the guest from the property as well as in future promotions.
If the guest believes that they were excluded in error, they may contact the state where they initially requested self-exclusion to explore options for removal and reinstatement if applicable. Reinstatement does not guarantee that the guest will be allowed to re-enter Derby City Gaming.”Initial Complaint
05/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have been here numerous times and we haul livestock and we have a small one ton semi truck that we have been told to park on the back and you all shuttled is to the casino entrance. So we had a kid free date night and came to spend our hard earned money and we were told to leave due to the truck, now there was plenty of spaces to park we weren’t in anyone’s way. We never get to go out much without the kids and this time y’all kicked us out due to our truck what kind of shot is this. We will never come back Nan’s we will spread the word to all of our customers. Not right and not consistent totally wrongBusiness response
06/09/2023
June 9, 2023
************ ********** ****** ******** ******* **** *** * *** ** ********** ** **********
RR: Complaint ID********
We have received notification of the above complaint.
Though we sympathize with the customer, there are several factors that have led to us no longer allowing semi-truck parking on our property.
These factors include, landscaping and roadways are frequently damaged by semi-trucks that are unable to navigate through the property properly, semi-trucks that are left unattended for multiple days, and overweight semis that crush the asphalt, as our private roadways were not designed to carry the weight of vehicles of this type.
We also have limited parking areas and these vehicles take up multiple spaces. With the addition of a new hotel, and expanded gaming and restaurant options, we expect demand for parking to increase exponentially.
We understand that this can be frustrating, however in the interest of maintaining our property and providing as much parking space as possible for our guests, we have restricted semi parking with the exception of those for delivery of goods to our property.
We are more than happy to pick up drivers within a mile radius and transport them to the property should they call us and arrange it.
Sincerely,
***** *****
Sr. Director of Operations
Derby City GamingCustomer response
06/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.