Business ProfileforL’Auberge Casino & Hotel BR

I am writing to file a formal complaint against L‘Auberge Casino in Baton Rouge, Louisiana regarding their handling of my gaming questions and subsequent unjust banishment from their establishment. I believe that L‘Auberge Casino has violated my rights as a customer by refusing to address legitimate concerns about their rules and regulations, specifically about burning cards and the frequent changes of dealers. On May 21, 2023, I visited L‘Auberge Casino and engaged in a game where burning cards played a crucial role. As an informed and responsible player, I sought clarification from the casino staff regarding the specific rules and regulations surrounding the burning of cards. Recognizing the potential impact of the incorrect application of the burning card procedure on the outcome of the game, I decided to escalate my inquiry to the GM of Casino. Then I sent an email to GM at 2:11 p.m. on May 24, 2023, and at 5:24 p.m. on May 24, 2023, I received a call from security that I have been banned from the property permanently. I strongly urge the BBB to investigate this matter thoroughly and ensure that L'Auberge Casino is held accountable for its actions. I request the following actions to be taken: 1. Conduct a comprehensive review of L'Auberge Casino's policies and practices concerning customer inquiries and complaints. 2. Ascertain whether the burning card procedures and dealer changes at L'Auberge Casino are being executed by the established rules and regulations. 3. Investigate the circumstances leading to my banishment from L'Auberge Casino and assess the validity of their actions. Promptly communicate the findings of the investigation to me and take appropriate action to rectify the situation. I trust that the Better Business Bureau will handle this matter with the seriousness it deserves, ensuring fairness and justice for customers like myself. I eagerly await a timely response and resolution to this complaint.

We are aware of the complaint brought forth by Mr. ********* and attempted to resolve the grievance. Unfortunately, the customer was not satisfied with the explanation provided and a dispute form was offered to present the issue to the Louisiana State Police Gaming Enforcement Division. The customer did choose to submit the form and the complaint was reviewed by the state police office that oversees gaming in Baton Rouge. LSP determined all rules and regulations were followed and notified the customer that the case was closed.

Thank you for addressing the concerns I raised. However, while you mentioned that the Louisiana State Police (LSP) Gaming Enforcement Division reviewed the complaint and confirmed compliance with all rules and regulations, it seems that there might have been a misunderstanding or miscommunication regarding the nature of the complaint. In my complaint, I focused on the issue of frequent dealer changes and the resulting burn on the card, which I believe could have influenced the outcome of the game. I specifically mentioned that this problem occurred on multiple dates, including 04/22, 04/23, 04/28, and as late as 05/21/2023. However, it appears that the LSP only investigated one incident during the shift change on 04/22/2023, as the other dates did not coincide with any shift changes. On 04/24/2023, I had an email exchange with the General Manager, where I brought up another dealer change that happened on 04/23/2023. According to our email conversation, the General Manage allegedly responded by stating, "Good morning. There's no need for you to complete a second form. The LSP has received your initial one and will be in contact with you soon." This statement led me to believe that the LSP had taken over my case and would be in touch to address other dates as well. Furthermore, I contacted the LSP representative who initially handled my case, and I was advised to discuss the matter with the casino staff due to the frequency of dealer changes within a short period. In response, I approached the casino management seeking a resolution. However, instead of addressing the issue, the management chose to ban me in an attempt to close the matter, which implies their awareness of potential wrongdoing. Based on these details, it appears that there may have been a breakdown in communication between me, the LSP, and the casino management. Thoroughly investigating and addressing customer complaints, especially when they involve the integrity of the gaming process, is crucial. I kindly request a reconsideration of how my complaint was handled and a comprehensive review of the events mentioned. It is essential to address my concerns regarding the frequency of dealer changes and their potential impact on the game's outcome. I trust you to take this matter seriously and provide a fair resolution that can restore trust and confidence in your establishment. If any additional information is required to further investigate this matter, I am willing to provide supporting evidence for my claims. Thank you for your attention to this matter, and I look forward to hearing about the actions taken to address my concerns.