Complaints

This profile includes complaints for Maryland Live! Casino's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Maryland Live! Casino

  7002 Arundel Mills Cir # 7777 Hanover, MD 21076-1280

• 

  Maryland Live! Casino

  7002 Arundel Mills Cir # 777 Hanover, MD 21076-1280

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:01/02/2025

  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.

  Management would not honor bet placed and won they acknowledged the win via camera review still would not pay the win

• Initial Complaint

  Date:01/02/2025

  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 am having an issue where MD Live did not properly report my hand pay wins to the state/IRS, and because of this, the *** is refusing to pay my owed tax refund for the 2023 tax season. Over the past 6 months, I have reached out via phone and email to at least 3 different contacts I was able to find on the Internet, and only one person has attempted to assist me. Unfortunately, he has no ability to directly help me, and every time he talks to someone else who promises to call me, I never get the phone call. I've not even been able to do something as simple as verifying that the casino has my SSN correct. I need to find a way to get this corrected and to have the 2023 W2G (hand pay) wins correctly reported to the *** so that my tax situation can be corrected. It has been beyond frustrating to be promised calls back to never hear anything.

  Business Response

  Date: 01/15/2025

  We have spoken with the individual on 1/15/2025 regarding the issue, and it has been successfully rectified. The matter has been addressed, and any concerns have been resolved. If there are any further questions or issues, please do not hesitate to reach out as she was given the direct line to the legal department. 

• Initial Complaint

  Date:12/16/2024

  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 played in the casino and headed to my car to leave. Got off the elevator and noticed two security guards wearing black jackets with Coleshire Security on the jackets. The employees were using foul language and was very rude. I then proceeded to walk to my car., sat in my car waiting for it warm up and again a security guard with the same black jacket on told me I had to move. I advised the young man I was waiting for my car to warm up and he said he didnt care and that I had to move. There is no need for your security staff to be so rude in the garage. It doesnt look for your business to have such rude security guards inside the garage. Do better

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair 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.

  On 12/7/24 I was staying at Live! *********************************************** Maryland as a loyal guest and high-level player. After several days in my room, I requested an extension of my stay via text message to my host at 6am, and I followed up with multiple phone calls. Despite my efforts, I did not receive a response confirming or denying my request.While I was attending a meeting later that day, my personal belongingsincluding cash, clothing, and other valuableswere removed from my hotel room without prior notification or authorization. I had not checked out and still had my active room keys, indicating my intent to stay. The hotel staff did not attempt to contact me before removing my belongings, which were later stored in the bell room.When I returned, I was informed by the manager on duty that my room extension had not been confirmed and that my belongings had been evacuated. Upon inspecting my items in the VIP room, I discovered several items missing. This has caused significant emotional distress, particularly as these were personal valuables I entrusted to the hotel's care.The dismissive tone of the manager, lack of communication, and failure to safeguard my belongings demonstrate a breach of the duty of care owed to guests. I requested a private inspection of my belongings, a detailed list of items removed, and an explanation for these actions but have not received a satisfactory resolution.I am seeking:1. A detailed report of how my belongings were handled, including who authorized their removal.2. Reimbursement for any missing or damaged items.3. Compensation for the emotional distress and inconvenience caused.4. Assurance that the casino and hotel will review and improve their procedures to prevent similar incidents in the future.Desired Outcome:I am seeking reimbursement for all missing or damaged belongings, a formal apology, and compensation for the distress and inconvenience caused.

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  The date of my event was September *******.I had used several vendors to this a joyous and elegant occasion. Select Event rental company dropped off on Friday September 13, 2024 184 chairs, 184 dinner chargers plates, 190 champagne flutes and 190 water goblets.***** ******* my Point of Contact received the document stating items would be delivered on Friday September 13, 2024 between the hours of 8:00 am -5:00pm Pickup will be Sunday September 15, 2024 between 8:00 am -5:00 pm.When Select drivers arrived the chairs weren't stacked and Select is attempting to charge me $4 a chair because they weren't ready. Live was suppose to have all items available for pickup and they didn't. Now *****.*********-******* or her boss *** '*** will not return my calls. I spent over $80,000.00 for this event and l am being treated terribly. Please help Live will not take responsibility for their actions. Regards,M ****** ************

  Customer Answer

  Date: 09/19/2024

  I have attached the contract from LIVE CASINO

  Business Response

  Date: 10/17/2024

  Dear Dispute Resolution Specialist West,
  
  We are in receipt of your September 25, 2024 correspondence regarding a complaint that was filed with the BBB by ****** ******.  Her complaint centers around the costs attributed to her for the stacking of chairs following the conclusion of an event at Live! Casino & Hotel that took place on September 14, 2024.
  
  At Ms. ******* election, she utilized a third-party vendor to supply chairs and other equipment for her event.  Live! was not a party to that rental agreement.  As such, Live! was not aware of the terms and conditions that Ms. ****** agreed to relative to the rented equipment including any requirement about the restacking of the third-partys chairs at the conclusion of the event.  In addition to not being a party to the rental agreement, the Live! team was also not informed by Ms. ****** before,during, or immediately after the event - about the vendors requirement that the chairs be restacked prior to pick up.  Our team is always willing to assist with accommodating the needs and requests of its guests.  However,such requests need to be communicated and formally addressed in advance, as outlined on page 3 of the Group Sales Agreement that Ms. ****** executed with Live!, so as to avoid these very issues.    
  
  While we certainly understand Ms. ******* frustration about the added cost the third-party vendor charged her, Live! was not responsible for the stacking of the third-partys chairs nor the costs attributed to her by the vendor to provide that service.  Nevertheless, as a courtesy, when we were informed of the issue, Live! contacted the vendor and successfully negotiated a 50% reduction in the fee they did assess to her to help mitigate costs.  Based on the aforementioned, we do not believe that any additional refund from Live! is warranted. 
  
  Finally, as to the assertion that Live! employees will not return her calls, that is simply not the case.  The Live! team has had a number of conversations with Ms. ****** about this issue the last of which concluded with Ms. ****** abruptly ending the call.
  
  Should you have any questions, please feel free to contact us.
  
  
  

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22299925
  
  I am rejecting this response because:

  Live did not have several conversation with me.  To be honest , Live avoided my telephone calls.  I still have a record of every call I made trying to reach the manager or whomever could help me.  I was totally ignored and I have had numerous events and just like the chairs were stacked upon arrival, Live knew the chairs had to be restacked for pickup.  They are not telling the truth and all that are involved know someone dropped the ball and forgot to stack the chairs.  I will never use this venue again and will let others know to beware of unprofessional practices.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/20/2023

  Type:Billing 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 have called a few times and been on hold to max times required to leave a voicemail. I never received a call back.
  
  I checked in 11/172023, we were informed we would be charged 545.75$ this included our 395.75 room fee and 150 incidentals as a hold. We asked to split the payment and provided our bank card for the incidentals of 150 and a credit card for the room charges of 395.75.
  
  The room fee of 395.75 cleared my credit card immediately. The next day around 7 am we woke up and started to get ready to head home for our children's sporting event, the card to turn lights on was not working and neither would the blow dryer no matter where we plugged into. The only lights we had were the bathroom. We decided to just pack up and go, with wet hair i walked down to checkout with the font desk around 8 am. I informed the employee of the electric issue and the blow dryer and I was immediately asked if I called down to the desk or not, i informed him I didn't have time to wait for someone so we decided to check out and inform the staff for the next guests. I received nothing but disrespect and attitude from the employee regarding my issue, not even an apology for the inconvenience.
  
  Upon returning home after our event Saturday we noticed that we still had the 150 incidental charge pending on our bank card but there was also an additional charge for 245.75 pending on our bank card. We have a family of 5 and the additional 245.75 charge has now put our family in a bind to provide meals and school lunch for our children.
  
  In total, your place of business cost me $791.50, for a 1 night stay less than 24 hours in length. I would like a receipt, an explanation and my 150.00 and 245.75 returned immediately. I will be reporting this incident and lack of response to the Better Business Bureau.

  Business Response

  Date: 12/06/2023

  The guest arrived at the hotel for her stay and authorized $545.75 to her ****** ****  which declined. The Front desk then authorized $395.75 to the same card and $150 charge on a **** card ending in 8914.  At check out, the guest mentioned her issue to one of our employees. He said he had apologized for the incident and asked if she had reported it to the front desk.  He mentioned she was frustrated and in a hurry, to leave. When charging the room and tax, it was charged to the **** card ending in 8914, releasing the $150 hold as well as the $395.75 to the ****** ****.
  
  Guest called the contact center and she was transferred to the front desk.  She spoke to the aforementioned employee and discussed her experience and also mentioned the wrong card was charged.  This employee said his interaction with her was for about 10 minutes and he tried to explain the charges to her, but she kept cutting him off.  He then escalated the call to Assistant Front Office Manager who spoke with the guest and came to mutual terms. The original employee also asked the guest if she would like the ****** **** to be charged and the **** refunded, and she said no.
  
  In the complaint the guest mentioned she removed the key card at the entry of the room.  This card serves as an override to all the switches in the hotel room should facilities need to work on an outlet. The fob also states to insert card for power, which is attached for reference. This card is separate from her room keys and is not necessary to get in and out of the room.  Once the card is removed it takes 30 seconds before you lose power the power returns as soon as the card is replaced.  There were no work orders placed for the guest during her stay and we were not aware of the issue until guest checked out.

• Initial Complaint

  Date:07/10/2023

  Type:Product 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 stayed at the hotel from 7/2/23 and checked out at 10am on 7/5/23. I left my 14 caret gold female ring on the hotel room bathroom counter the morning I was checking out on 7/5/23. My 14caret ring has a ***** ***** and has rows of diamonds chips on both sides of the ***** *****. About 3 to 4 rows of diamonds chips on each side of ***** *****. I called security twice on 7/5/23 and was told nothing reported of ring being turned in on housekeeping computers system. I was told the hotel has strong policy on housekeeping stealing from the hotel rooms. I was told to call on 7/6/23 morning to see if my ring was turned in and imputed on housekeeping and security computer system. I called security house keeping system 2 times around 5 pm on7/6/23. Still no ring turned in and I was told and transferred to call the hotel clerks. One security guard took my phone number for the second time and said he was gonna pass my phone number on to his supervisor to call me. To this day I have not gotten call from supervisor in security department. Anyway I have spoke to several customer service representatives on 7/5/23 to present. I demanded to talk to hotel manager. I spoke to hotel manager on 7/6/23 around 7:30 pm. She told me literally they have no cameras in rooms so cant prove if housekeeper stole my ring off bathroom counter or if I left ring on counter. She said she was gonna email housekeeping **** so supervisor can talk with the housekeeper for my room at the time and call me back when that is done. To this date I havent heard back from hotel manager. Im not gonna stop at its my fault after paying over $600.00 plus hotel room insurance that I left ring and its ok for the housekeepers to steal from the hotel rooms and get away with it. This is not acceptable to me.

  Business Response

  Date: 07/31/2023

  We have thoroughly researched the Complaint filed by ***********
  We have inspected the room she occupied and spoken with the housekeeping attendant responsible for that room.
  There is no evidence that a ring was left behind and no evidence that the attendant took the ring.
  The housekeeping attendant responsible for this room has had no complaints ever filed against her.
  
  We understand Ms. ******** frustration but there is nothing further we can do. In the future, she is reminded that we have safes in the room to protect valuables.

• Initial Complaint

  Date:06/12/2023

  Type:Product 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 noticed the bar tender stealing money as I had paid in full prior, but he noticed my husband and I having issues so I couldnt have a witness. I asked for one more drink to wait for my husband to come walk me to our vehicle? The bar tender took the money and said ok but then immediately started cleaning and avoiding bringing me my drink. I asked him he started saying I owed him money I had already paid. I went to the red shirts, security cuz thats where they said was safe and told them about my concerns. The bar tender I was concerned with was notified and told me Id be kicked out cuz I didnt know how they worked. ****** *******, head of security along with 15 others showed up as I sat drinking water waiting on the decision, and they told me they had me on camera doing things I disagreed with and I asked could I please see this? and he said that if I disagreed Id need a subpoena but they were calling cops on me and I could not even finish the drinks my husband bought after the fact. So in short, over a 7 dollar theft review, they wound up stealing 21 and embarrassing themselves and everyone involved. I cant imagine what they do to gamblers with more money in the game if you request a camera review to assure the bill like they did over $7. Tourists, stay away its dirty you should never ask if your bill is accurate here if you dont want to be embarrassed to never come to the state of md again as well as be robbed

  Business Response

  Date: 06/16/2023

  Hello *** ******-
  

  Thank you for taking the time to address your concern regarding the June 8th incident. I want to assure you that we take all complaints very seriously. After reviewing the details of the incident report of that night, it was shown no money was taken from you after it was placed on the bar. The desired settlement of a refund for the money you claimed was stolen will not be granted.
  

  Thank you.

• Initial Complaint

  Date:03/07/2023

  Type:Product 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.

  Went to a Foreigners Journey concert there on March 3rd, 2023. In the add it made no mention of Cover band or ********* ******* a contest from season 6 of American Idol. We decided to go. Other acts like ***** **** and Air Supply were also going to be at the casino so we did not think this for any reason was a cover band and at least 3/4 of the audience did not think it was either. It was totally misleading by not mentioning cover band and Constaine's name in the advertising. When we arrived the drums read fj and the back drop read Foreigners Journey that is it, then when they were introduced along with the guy from American idol the back drop changed to Foreigners Journey featuring *********** ******* everyone in the theater looked at each other. The band and singer were horrible, he did not even know all the words to the songs. What a joke. People started leaving. I stayed for 3 songs and then when he started to sing stairway to heaven I walked out. This was not represented as a cover band etc. I can see a cover band in a bar for free. The band and singer were awful and I would like a refund of my 4 tickets $114.00. I also spent money on food and beer before the show but lets forget that.

  Business Response

  Date: 04/11/2023

  Good morning-

  We appreciate you reaching out, and we are sorry to hear the concert did not meet your expectations. However, the event was clearly marketed as a concert by a band named Foreigners Journey that plays arena rock classics "performed as the originals were. No other guests have reported any confusion. We take all customer complaints and concerns very seriously and we appreciate your patience.

  Thanks you

• Initial Complaint

  Date:02/15/2023

  Type:Customer Service 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.

  My issue is with live casino online gaming at PlayLive.com. I asked them for any W2G forms and my win loss statement for 2022 being as I have a ban on my account through the gaming control board and they asked me to fill a form out and notarize and send in. I have done that and was able to receive the W2G form via mail. Now when I ask for my win loss statement they keep auto sending me the same email to fill out that form. I have already done that and I can’t get anyone to solve my issue. In order to claim the taxes I need my win loss statement as well. Can you please help me reach someone who can help me? When I try to live chat no one enters the chat. When I call the casino in Maryland they say they don’t deal with online gaming and when I email the support chat they auto send me the same thing I have already done. I’m at a total loss. Please help.

  Business Response

  Date: 02/28/2023

  
  Hello Ms. *********-
  Thank you for taking the time to address your concern.
  According to our records, this issue has been successfully resolved. We take
  all customer complaints and concerns very seriously and we appreciate your
  patience. 
  Thank you