Harrah's Resort Southern California (formerly Harrah's Rincon) is owned by the Rincon Indian tribe in California, but the property is managed by Caesars Entertainment. This is why they are part of the Total Rewards program, which attracts a lot of people to that casino rather than others in the area.
Harrah's Resort Southern California is the only Caesars property in California.
Unfortunately, because it is run by a small Indian tribe rather than the large Caesars corporation, the casino tends to be a bit on the shady side, and they often engage in short-term "save a penny now" customer service practices, not caring at all about the Caesars overall brand.
I actually know a guy who was "no-offered" (that is, he is banned from receiving offers or freeplay from Harrah's Resort Southern California) because he criticized the casino on his forum. This was a very regular player who lost a lot of money there over the years!
Anyway, back to the present...
Here is a report from Seven Stars Insider, regarding a fiasco involving a November 1, 2015 promotion there:
Here is the mailer AFTER the error already occurred on November 1:Harrah’s Resort Southern California last month mailed a printed invitation to customers for an event every Sunday in November plus a guaranteed amount of free play.
The offer successfully attracted a huge crowd on November 1, but players soon found out the actual amount of free play downloaded from the slot machines was about half the offer amount printed on the invitation.
When players questioned this at the Total Rewards Center they were asked for the original envelope from the mailing. Of course, no one brought this to the casino, nor did many people even retain the envelope. However, several players had the original offer with them.
The Total Rewards staff took everyone’s name and players card account number and promised a response. Three days later, they received an email (Subject: URGENT! YOUR OFFER MAY BE INCORRECT) acknowledging the error (“internal sorting mistakes”), but offering no additional “compensation” – especially to those who made the trip that first Sunday in November. (11/5)
They did not "make it right" for anyone in any way.
People got offers for freeplay, were only awarded half of what was promised, and nothing was done further to compensate them, even though many had driven hundreds of miles to be there for the promotion.
This is actually illegal to do in California, but the casino is on Indian land, so it operates under its own rules. Still, I would love to see someone report this to gaming in California, as they still have some say over the situation.
Really shitty.