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          Southland Casino Hotel has 1 locations, listed below.

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            Business ProfileforSouthland Casino Hotel

            Casino

            At-a-glance

            Customer Reviews

            1/5stars

            Average of 1 Customer Reviews

            Customer Complaints

            1 complaints closed in last 3 years

            1 complaints closed in last 12 months

            Customer Reviews are not used in the calculation of BBB Rating

            Overview of BBB Rating

            Related Categories

            Business Details

            BBB File Opened:
            8/10/1999
            Years in Business:
            69
            Business Started:
            3/25/1955
            Licensing Information:
            This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
            Type of Entity:
            Corporation
            Contact Information

            Principal

            • Mr. David Wolf, President & General Manager

            Customer Contact

            • Mr. Marshall Robertson, Marketing Manager
            • Mr. David Wolf, President & General Manager
            Additional Contact Information

            Fax Numbers

            • (870) 732-8335
              Primary Fax

            Customer Complaints

            1 Customer Complaints

            Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews

            File a Complaint

            Most Recent Customer Complaint

            01/17/2023

            Complaint Type:
            Problems with Product/Service
            Status:
            Resolved
            I am a frequent visitor of Southland Casino in ************, ********. I am writing you today regarding an ongoing incident that escalated. I have been a guest at Southland the last 5 years. I frequently visited the business, driving 3 1/2 hours from ************, ** if not every weekend, every other weekend for sure, just to come play at Southland. I have taken this trip the last 3 years since I relocated. My very 1st encounter with the young lady known to me as "Tay", happened when the casino opened in July. I called to book a room with the coupon I was emailed which stated my offer includes ANY NIGHT stay at the hotel including weekends. She started telling me I couldn't stay on the weekend and I politely kept reading the coupon out to her. She continued to tell me I was wrong and then hung up in my face. I IMMEDIATELY reached out to my host, *******, to advise him on what had just accord. He was unavailable. I then contacted The Lucky North and spoke with host ***. He apologized and told me to be sure to follow up with ******* on what happened but he booked my room. After talking to ******* about it, he advised me to write a statement. That weekend I checked in she was at the front desk. How I know is because upon arrival I asked who was the supervisor on duty and she replied "I am" and when I asked her name she replied "Tay". I checked in and said nothing. 2nd incident occurred in August. My t.v was not working that Friday nor Saturday. I went to the front desk and there were 2 young ladies at the desk. I advised them on my t.v and they stated they would get someone to look at it. After playing on the floor I returned to the front desk to ask about adding an additional night due to check out being at 11 (as I was told by them but later found out it was 12). They told me I couldn't extend because I was comp. I advised her I had a coupon that started on Sunday that I could use. She went in the office consulted wit Tay whom came out and told me no. So I advised I'd just get my host to look into it getting done. The young lady then advised me that my t.v was now working (in which it wasn't). As I walked away I could hear the chattering but I paid it no mind because they could have been talking about anything. As I got upstairs to my room on the 8th floor my key was deactivated. I had my key in my back pocket the whole time so it was not near my phone. I went back down to the front desk and advised them my key wasn't working. Funny thing is, it worked to access the elevator but once I reached my room it didn't. I scanned it on the elevator again and this time it was red. When I approached the desk and asked them how did my key get deactivated that fast when it was just working and they began to laugh and do side talk never saying anything to me. I made ***** aware of this and also asked her to have other night added. She called them while I was on the phone and they told her ok. They called back 2 minutes later while I was still talking to ***** and told her they couldn't. So she just told them to give me a late check-out. They told her it was done. The next morning the front desk advised me the late check-out had NOT been done. I then at that time talked to the supervisor on duty. I told her about the incidents that had been occurring with this young lady. She asked me has anyone followed up with me regarding the complaints. I told her no. That Saturday night another guest was escorted out for an incident with ***. The supervisor advised me she would for sure follow up with me after discussing these issues with the *** She even stated I was not the only person that has made a complaint regarding her. I always try to arrive during 3rd shift and leave during 1st so I won't have to encounter the 2nd shift. On 09/30/2022, I arrived 2 hours before 3rd shift started. But I wanted to go ahead and play so I decided to go ahead and check in. I was called up by the young lady with blonde hair (in which she is one of the 3 that were involved on the 2nd issue. I asked her, as I always do, did ******* put in my request for a Jr. suite? She told me no, I'm in a king ******* I asked her could she please place me in the room I requested or did I need to call my host. She walked off never saying anything and went in the employee room. She later came out after 5-7 minutes as I'm standing there and told the other front desk agent whom is an older lady to get on the phone. The lady got on the phone and was been told something. I could hear her saying ok then her tone changed and she replied "why". I could see her shaking her head and then she hung up. She told me she was sorry and said she was told by *** she can't change my room. I replied this has never been a problem before. She then replied "I don't want to get in the middle of this. I'm just telling you what I was told". I then asked her to call *** out to the counter to advise me of why. She then told me just wait until 3rd shift comes in and get them to change it. I told her as a guest I shouldn't have to do all that. I spend way to much money and lose too much to have to be treated like this. I then called *******. I advised him of what was going on. He could tell I was upset and told me to have a seat he was about to call them. He did state that he could not make any promises but he would try. I set down on the couch with my back facing the counter and was writing my review. 5 minutes later I could hear shouting at the counter. The person said, "I don't give a ****, I didn't make the f****** reservation, ***** did so I don't give a f*** what she say". I then stood up and looked around the desk to see whom it was. It was Tay now out of the office. I could hear the co-workers telling her to hush and that I was right there. I then asked "So you're going to come out here and talk like that about me like I'm not a guest?" I then stated I'm recording. She started hollering again stating she didn't care and her co-workers pulled her in the office. I called ******* again while sitting on the couch and he stated he was on the phone with some one. 5 minutes later, ***** came to me. He did introduce himself. He began to tell me that I didn't "qualify" for the Jr suite even though I am a Diamond Member because I only lost $200 this month! I was taken aback! I advised him that I had lost WAY more than $200, even if I won and played it all back, it was still my money! Even if it was only $200 in September look how much i have lost OVERALL at this place! I am a LOYAL guest! Now this has lead me to believe we can only be awarded if we are losing our money! He continued to talk to me like I was below the earth and stated I could take the room or he can cancel it. I advised him on how he was speaking to me made me feel less then even asking him if he was aware of the things he's saying to a guest. He told me yes. I told him I just drove all this way and was tired so I'm going to stay and will look into getting this fixed tomorrow! We never had a chance to discuss the incidents. As I was checking in with the older lady, she kept apologizing and saying she know it's not fair. She said she could only do what they told her to do. I told her I understood that and no it wasn't her fault. I told her I've made SEVERAL complaints on this individual and NOTHING HAS HAPPENED! As we are talking the blonde was back at the counter and another girl came and stood by the door as if watching me. I did reply that's why she (Tay) didn't have any hair edges because she rude and don't know how to treat people. I went in my room put my bags down and went to play. I stopped by the destination lounge to talk to ***** about the issue and thats when security came 20 minutes later. She asked to speak to me and I asked her why. She Said it was regarding the incident at the front counter and they wanted to get my statement. A man approached and I asked who was he and he said he was security manager. They asked could they talk to me and I went with them. After telling him everything all over, he tells me, I am now BANNED PERMANENTLY! I asked him how and why?? He said he was told I made threats! This DID NOT HAPPEN! I continued to tell him I did not say that. I was at this point beening blamed for something I did not do! He said he had NO PROOF because he was not there but because this is what he was told this was the case. He advised I could get with my host to try and resolved this. This was TOTALLY embarrassing and very defamatory!! I was escorted out by security in fromt of everyone while they talked on walkies saying I am eternally banned. I am a 39 year old mother of 8 and I have NEVER carried myself in the way I was being portrayed! I live near 2 casinos in ******** that I could travel to which are 45 minutes from my house and Tunica is 30 minutes from Southland! But I bring my money to you all and get treated this way! I was forced to pay for a near by hotel and also wasted money on gas to be here! I am asking to please have this looked into and take my complaints SERIOUSLY! This should have not gotten to this point when these complaints were made to the people I was told and assumed to make them to! This is legally harassment at this point and it does NOT fall under the safety and concerns for your guest! She is using her supervisory power and it's not fair to people like me.
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            Customer Reviews

            1 Customer Reviews

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            Most Recent Customer Review

            Marcus H

            1 star

            03/18/2022

            Southland Casino is a terrible place to go if you're not of WHITE ethnicity. Employees at Southland laugh at you when you lose your money. There should be a investigation on the racial differences of winners (Big winners). I personally watched them shut a machine off until this white group came in. They cut the machine on and the white guy instantly won $150+ thousand. I think if someone did some digging you'd find that Southland is not right. The host there are not really your friend, they are trying to take you for all that you have so they can get their bonus.

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