Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Hollywood casino today in Columbus, Ohio. The machine is new with touchscreen and on my last spin I didn't get anything but I got a chance for an extra spin. The screen froze up and it was not allowing me to hit the button. I called for a technician and she tried to help me but was unable. Then she called for an IT tech guy to come and help me because I didn't want to lose my free spin but instead of coming to help me they reset the machine and I lost my free spin. I didn't appreciate that because the last time I had a free spin like that I won over a $1000. So because of their laziness and horrible customer service i lost my chance at another $1000. I actually go to Hollywood often and this honestly makes me never want to return. Especially after the staff they have employed are that lazy to come fix the machine so I could use my free spin.

  Business Response

  Date: 05/14/2024

  Hi *******, 

  Thank you for taking your time to share your experience you had while gaming at Hollywood Casino Columbus. I apologize that you did not have an excellent visit. Your complaint has been shared with our Slot Leadership Team to investigate further. Once they respond to me, I will follow up with you directly via email. 

  Kind regards, 

  ***** *********

  HWC

   

• Initial Complaint

  Date:12/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited Hollywood on Saturday, Dec 2nd and won. I cashed my ticket in and received several 100 dollar bills. I continued playing until I began experiencing issues with the machines accepting the older 100 dollar bills without the blue strip. I tried cashing them into the ATM with no luck, so I swapped what I believed to be all of the Non-blue strip bills at the cashiers desk. The following day I deposited the rest of my winnings in the ATM, but had an issue with one non blue strip bill getting rejected. I went back to the casino on Monday December 4th to address my issue with a cashier. The supervisor came out and immediately said that I will need to speak to security regarding the possibility of having fake bills. I stood there for 30 minutes. No security ever came out. The supervisor came back and said that they will send the bill to the bank to verify if it's real. I would hear back in a week. I called in the next day and filed a complaint with the operator. I never heard back. I called in yesterday because I have not heard back and I'm still out of 100 dollars. Hollywood has their machines setup to not accept 100 dollar bills without the blue strip, but they are giving out non blue stripped bills at their ATMs. They are accusing me of presenting fraudulent bills and ignoring my complaints about receiving the money in their establishment. I am a preferred customer cardholder and have spent several thousands of dollars this year in this business. I would like to for Hollywood to accept responsibility for their lack of controls that they have in place for the bills that are issued in their ATMs and not accuse their regular customers of fraud. We are talking about 100 dollars vs. The thousands of dollars that I've spent this year. You have cameras and security. Watch the tape and you will see that I addressed the issue the same night that I won the money. Return my money immediately.

  Business Response

  Date: 12/12/2023

  Hi *******, 

  I am sorry for the delayed response. My name is ***** and I am the Customer Service Manager. I have forwarded your last two calls to our Player Service Leaders at our Cage. As they have knowledge about our ATM's and cash. Will you please contact me directly at *****.*********@pennentertainment.com. I will see if I can remedy this $100 issue. 

  Thank you, 

  ***** 

  Customer Answer

  Date: 12/13/2023

  I accept the business's response to resolve this complaint. The organization provided payment as requested. I'm still bothered by the handling of this matter but consider this request to now be closed. 

   

• Initial Complaint

  Date:01/22/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a complaint on 1/18 against a slot host who was extremely unprofessional, rude and aggressive towards me ALL because I had questions on how to use the slot machine I was at and my mychoice card not working. This was my very first time there at that casino and I went there on 1/17 WHICH also happened to be my birthday. When I mentioned all of that to him he could have cared less, didn't even bother to wish me happy birthday. Kept on yelling and screaming "WHAT ARE YOU TRYING TO DO"? I repeated to him my situation over and over again and it sounded like he wanted to get into a shouting match with me. By that time another slot host walked over and asked me if I needed assistance. I said thank God that he's there and asked him kindly if he can assist me with my issues because the other host is extremely rude and unhelpful. He then said sure no problem how can I help. While I'm explaining the situation about this being my first time over there and asking for assistance the other host is constantly jumping into our conversation by over talking, yelling, shouting and screaming at us to the point that the other host told him to back off and allow him to handle this. I then tried to speak again and I once again was interrupted by him. The other host apologized for his behavior. He then explained how to use the card and the machine. He noticed that the card had an issue with it, took the card back to the cashier and got the issue resolved. This host was polite. I filed a complaint the next day against this employee. Spoke to *** who said she will look at the surveillance cameras to see if she can find out who the host is because I don't know their names. She said she will contact me back to let me know what the casino can offer me for this experience. Never heard back from her. Spoke to ****** yesterday to get some answers, she also said she will call back and never did. I called back today and spoke with ****** who said they will look into it and rudly hung up on me.