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:10/20/2025

  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 visited the Casino on Monday October 13th with my wife and in laws. I played for approximately 2 hours, we had dinner in the Casino and then played for a few more mins just as were leaving, around 5 PM. As I always have done, I put $20 cash into a slot machine and started to play. After a few spins/plays and a win or two, I cashed out and left the casino.
  
  I again visited the casino on Saturday October 18th and played for approximately 90 minutes at which point 4-5 staff/security members approached me and advised me that I owed the casino $545.50. Their claim was that when I cashed out of a slot machine on Oct 13th, some of the money in the machine was apparently someone else's who was playing before me. They told me that if I didn't pay the casino back the $545.50 that I would be banned from all Seneca Niagara Casino properties indefinitely.
  
  I advised that I didn't have that kind of money with me and that I would need to speak to a lawyer before giving them that much money from the claim that they made. They gave me a yellow exclusion card and asked me to leave and advised that I could never come back to any of their properties unless I paid them this money.
  
  Date and Time notes 10/18/25 14:20
  Security Signature # REMOVED

  Business Response

  Date: 10/23/2025

  On October 14, 2025, a guest reported
  accidentally leaving credits in the amount of $545.50 behind at a slot machine
  on the gaming floor. The Slot Department conducted an investigation with the
  Surveillance Department and determined that a guest identified by their Social
  Club card, REMOVED, had inserted his social club card into the machine
  with the $545.50, then cashed out the full amount without inserting any amount
  of currency. REMOVEDthen redeemed the ticket amount for cash at a
  Ticket Redemption Unit moments later before departing property. The
  Surveillance and Slot Department filed an internal SGC report on the missing
  credits, as per standard practice. On October 18th, the Slot
  Department notified the Security Department that REMOVEDwas on
  property, so that he could be approached and restitution be requested, and the
  $545.50 could be returned to the rightful owner. REMOVEDdeclined to
  repay restitution when approached. As per the Seneca Gaming Corporation
  exclusion policy, REMOVEDwas issued an indefinite involuntary exclusion
  for all Seneca Gaming Corporation properties until the full amount of
  restitution can be repaid and returned to the rightful owner. REMOVED
  then departed property.

• Initial Complaint

  Date:08/26/2025

  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.

  Upon my arrival I called and informed the front desk I will be having a package delivered via REMOVED. I was told that would be perfectly fine. After a few hours I discovered I forgot to grab my package. I arrived at the desk and asked the clerk for my a package retrieval. The clerk huffed and puffed and asked for my name with a pessimistic attitude. I gave her my name and she proceeded to walk away from the desk and head to the back. When she return to threw the package on the desk and and started typing on the computer. She looked up and said "there is a fee." I said "Oh I was not aware, how much is the fee?" With a raised voice she said "Do you think we hold your items for free?" I said "What is your issue?" I had already put it together that she was the clerk my son had encountered before I came down there. She grabbed my package and proceeded to run to the back. I walked towards that direction and told her to "give me my package, Its my 40th Birthday Celebration and you are starting to ruin it." At the moment tears are forming and I'm highly upset. She goes to the back, guest waiting to check in came over to comfort me and apologize for her behavior see as though they overheard everything. I was feeling very overwhelmed and disheartened. The other associate was standing next to the manager saying things about me and she would never give me my package. I'm almost for certain this attack was racially motivated. I was and still am very baffled as to what the issue was other then our skin color.
  
  Fast forward to checkout I spoke with a manger who once again never apologized for the behavior and stated the associate is going through hormonal changes and I should be more patient. I stated that is no excuse for the behavior. The associate needs to be reprimanded. After hours of placing me on hold and transferring me to different staff who they stated were managers. It was concluded that my entire stay would be comped. It is now August 25, 2025.

  Business Response

  Date: 09/05/2025

  We are currently in contact with Ms. REMOVEDand have agreed to refund her. 

  Customer Answer

  Date: 09/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined that this does not resolve my complaint.  I'm still awaiting a refund, and a decision on another matter.  Once payment has been agreed and received I will inform you.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  REMOVED

• Initial Complaint

  Date:03/27/2025

  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.

  On 03/03/2025 I was given a complimentary stay for two nights at the resort . I paid a $100.00 deposit upon check in. On 03/05/2025 I checked out I was told I had a total of $10.00 due from the deposit
  For long distance call I explained IVE only made 2/3 calls within the same area code which is 716 she then deleted the calls and claimed to have released my deposit in full on 03/06/2025 as of now 03/27/2025 the $100.00 has never fell of my bank account according to my bank the casinos bank never released the funds . For weeks IVE attempted to reach out to the casino regarding this issue but my efforts are disregarded and ignored I called todays as well I spoke to a girl named brandy and she hung up in my face and ignored my attempted to call back IVE also called the and left several messages for Julie or judy who is the hotels banking accountant but IVE never received a return phone call

  Business Response

  Date: 04/02/2025

  Dear Ms. REMOVED
  I have personally looked into your complaint. With regards to the $100 deposit that was charged to your card, I can relay that the $100 hold transaction has been voided on Seneca Niagara’s end.  This is confirmed by our Income Audit department that handles these issues. Our Income Audit department reviewed reports from Freedom Pay, our credit card service provider, and confirms that the transaction for $100 was voided on 3/6/2025 at 10:06 am. Once a transaction has been voided, there is nothing further we can do, but I can assure you that the delay in your funds returning to you is not due to any protocol taken by Seneca Niagara Resort & Casino.
  With regards to your interactions with the Front Desk team member, I want to extend my sincerest apologies for any inconvenience or frustration you experienced during your discussions with our team. We will address this matter internally to ensure that such incidents do not recur.
  
  Sincerely,
  Kurtis MREMOVED
  Executive Director of Hotel Operations
  REMOVED 
  
  

• Initial Complaint

  Date:08/26/2024

  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.

  Hi. I had 2 winning jackpot tickets that were won fair and square. One from buffalo creek and the other from seneca niagara. Buffalo was the one in july of 2024. Niagara was one back in December . of 2023. I unfortunately got myself subsequently got banned for 6 months in july of 2024. for something totally unrelated .i am trying to get my jackpot ticket cashed from seneca niagara which I had held onto because I have one year to cash it. it was one back in December of 2023.I called last night and got a few different answers from a few different people. One was from the cashier and she said my name will be in the computer and nobody will be able to cash it till January 2025. The one year expires on the ticket in December of 2024. So they keep the money. The other jackpot ticket from buffalo creek they cashed at Buffalo creek. The security walked with me to the cage and they cashed the ticket. No problem at all. the supervisor in charge was very nice and professional. So then last night I also had talked to security at seneca niagara a few different calls. The one guy said your out of luck on the jackpot ticket winnings from 7 months prior of the 6 month ban. U show up Here when banned u will get arrested. The other person that I had talked too didn't have any answers. She admitted she had not worked there long. So after 3 phone calls I firmly believe that the casino wants to keep the 2404 dollars from winning in December of 2023. All because I did something totally unrelated on July of 2024. 6 months till I can come back on January of 2025 which will be to late because they know the ticket expires in December of 2024. I have no idea why Buffalo creek had no problem helping me out. Seneca niagara made it clear they want to keep the money from December of 2023. I hope you can help me before I have to go the nys gaming authority

  Customer Answer

  Date: 09/11/2024

  They made it right for me. Thank you

• Initial Complaint

  Date:08/07/2024

  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.

  Customer Review:
  The saving grace to this review is that our room was rather nice and Susan at the Front Desk was the only person who offered to help us. Now for the review.
  My sister and I were staying together in a room. I booked the room on my credit card, however my sister arrived before me. Upon her arrival the people at the front desk were not helpful and refused to accommodate her. My flight was delayed and eventually cancelled - which in this case meant my sister would not be allowed to check into our room.
  I called the front desk of the hotel and asked if there was anyway I could pay over the phone and provide proof of ID electronically - since my flight was not arriving the same day. The first three people I spoke to were incredibly rude. They were speaking over me saying there was absolutely nothing they could do. It’s “hotel policy”. Long story short - those people clearly were unwilling to help and lying.
  My sister went to the front desk and was speaking with Susan. Susan was empathetic and helpful - saying there’s a form they could email me to provide all the necessary information they needed. I filled it out, and sure enough my sister was able to go to the room.
  The rooms were really nice, elevators were quick, and the location was convenient for walking the waterfront/ to the state park!
  
  The issue:
  My sister is disabled (blind and auto immune disorder). They refused to help her and accommodate her after notifying the front desk of her disability. She simply was asking for a quiet area or a comfortable seat. They told her she could sit on the floor or in the benches with grass backs. They were incredibly uncomfortable. After Susan offered to help us it was clear that the other representatives clearly didn’t care about her disability or want to accommodate her. This was going on for 3 hours before Susan offered help which ultimately led my sister to our room.

  Business Response

  Date: 08/16/2024

  SNRC Hotel Guest,
  
  Thank you for your feedback. I
  apologize for any frustration you experienced during the check-in process. Our
  policy requires the cardholder to be present or to complete a credit card
  authorization form to ensure the security of our guests and their payment
  information.
  Our agents and shift managers tried
  their best to communicate this information with the primary guest and her
  sister via the phone, however, there were moments where both parties were
  trying to speak and it was difficult to convey the message. Once the
  opportunity was given, the credit card authorization form was discussed and
  agreed upon.
  We value our guests’ thoughts and
  want to ensure that all parties always have the opportunity to be fully heard. We
  appreciate your feedback and will take your comments into consideration as we
  continue to improve our services.
  
  Sincerely,
  
  Joy RREMOVED
  Exec. Director of Hotel Operations, SNRC
  ###-###-####
  

  Customer Answer

  Date: 08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I appreciate the response, however I feel as if the credit card authorization form could have been offered sooner than 3 phone calls and multiple trips from my sister to the front desk. It was incredibly frustrating, and the only person who offered that was Susan. I even spoke with a manager of the front desk, and they didn’t offer that option. I feel as if time was wasted trying to resolve this matter. In response to multiple people speaking, that’s on your agents. I do not feel like the agent gave me space to speak and clearly explain the options. She was speaking over me when I was trying to convey the situation and find solutions. In the long run, I appreciate and accept you apology, but I still think training by agents is needed in resolving conflicts especially by travel. 
  Regards,
  
  REMOVED

• Initial Complaint

  Date:12/07/2023

  Type:Billing 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 was at the Casino on 9/20/2023 playing slots. I ran out of money and attempted to make a withdrawal at the machine. The transaction coulden go through without a pin# so I went to the casino's cashier window and requested a cash advance. With preceeding this process the REMOVED(REMOVED) declined. The the cashier asked if I wanted to try the process again, I replied yes. The second time declined as well. After two failed the attempts, I used my REMOVEDdebit card and received the $540.00.
  I called the Casino once I got my monthly statement requesting a copy of that transaction. The Casino told me that they do not handle the matter and gave me the number to the electronic REMOVEDining service that the Casino uses handle electronic money transactions. I immediately called REMOVED( formally REMOVED) regarding the above matter in requesting a copy of last night transaction. I was told by REMOVED. that they would check their records and get back with me in 48 hours. I ended up calling them back 3-4 days after not hereing back back from REMOVED. The agency informed me that their records show that the transaction went through and that isn't so. 12/6/2023.
  Thank you REMOVED

  Business Response

  Date: 12/11/2023

  Dear SNRC Guest, I hope this message finds you well. I would like to extend
  my sincere apologies for the inconvenience you experienced during your recent visit
  at Seneca Niagara Resort & Casino. We value your feedback, and I want to
  assure you that we take your concerns seriously. Upon reviewing the concerns raised, I have personally
  reached out to our REMOVEDCustomer Service representative on your behalf
  requesting that they assist with correcting these transactions. Our team is not
  able to see certain transactions that are processed by our third party vendor,
  however, we are doing all we can to see that they address and correct any
  issues. We apologize for the inconvenience that has occurred.    Thank you for reaching out, we appreciate your feedback, as
  it allows us to continually improve our services and ensure that all our guests
  have a pleasant experience. Sincerely, Michael BREMOVEDExec. Director of Finance

  Customer Answer

  Date: 12/19/2023

  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined that this does not resolve my complaint. I REMOVED, have read the letter from Seneca Niagara Casino. I am not in agreement with any of the paperwork that's been file on the above reference number.  I am expecting the $540.00 transaction on 09/20/2023 to be returned to my credit card. My statement still stands due to the fact I never received any funds as the transaction was declined. 
  
  Regards, 
  
  REMOVED

  Business Response

  Date: 01/02/2024

  Dear SNRC Guest, Thank you for the further feedback. Our team spoke with
  REMOVEDwho tried reaching out to you on Dec. 7th, however, they
  received no answer and at the time, the voicemail mailbox was full. Our team
  has once again reached out to REMOVED, the third party company that will
  be assisting with the release of funds. If they have not already, you can
  expect a contact from REMOVEDto be reaching out again regarding this
  matter. King Regards, Michael BREMOVED Exec. Director of Finance(716) 501-2177

  Customer Answer

  Date: 01/05/2024

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  REMOVED

• Initial Complaint

  Date:10/10/2023

  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.

  I booked a 3 night stay at the seneca Resort and Casino to celebrate my husband's 55th birthday and it has been not a pleasant stay. Our $300 a night luxury suite was filthy with stained sofa, a ripped bed comforter and sagging mattress and non working light. We also had mice in the room which came out of the base of the jacuzzi. We reported all these problems to the front desk on the first morning after arrival and again on our 2d day here and nothing was done to correct the problem other than a maintenance man coming to our room, observing the problems and leaving. We were told by security and housekeeping staff that such problems are very common at this Resort.

  Business Response

  Date: 10/17/2023

  Dear SNRC Hotel Guest,I hope this message finds you well. I would like to extend
  my sincere apologies for the inconvenience you experienced during your recent
  stay at Seneca Niagara Resort & Casino. We value your feedback, and I want
  to assure you that we take your concerns seriously.Upon reviewing your reservation and the concerns raised, it
  is clear that these needed to be addressed in a more sufficient manner. We
  apologize for any miscommunication or misunderstanding that occurred during
  your stay and have taken a further look into the cleanliness of the room and
  how to address these types of concerns. Our housekeeping manager has tried to
  reach out via the phone number but has yet to get through.Regarding the interaction with our representatives in
  security, housekeeping and at the front desk, I want to extend my sincerest
  apologies for any inconvenience or frustration you experienced during your
  discussions with our team. Providing excellent customer service is a top
  priority for us, and it is disappointing to hear that you did not receive the
  level of service we strive to provide. We will address this matter internally
  to ensure that such incidents do not recur.In light of the situation you have described and to rectify the
  matter, I would like to offer a free night stay in one of our corner suites.
  Please reach out to Kee TREMOVEDat the phone number below to book or to discuss
  this matter further. Once again, I want to apologize for the inconvenience you
  encountered during your stay with us. We appreciate your feedback, as it allows
  us to continually improve our services and ensure that all our guests have a
  pleasant experience.Sincerely,Keitsuy TREMOVEDHousekeeping Manager###-###-####

• Initial Complaint

  Date:09/11/2023

  Type:Billing 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.

  On July I booked the Seneca Niagara Resort &Casino for my family, 4 adults and 1 child 12 years old. It didn't inform me that I had to pay for the rollaway bed for my son. I believe it's not expected that a child 12 years old sleep with 2 adults on the same bed. On the print from booking.com attached says "your child stays for free". However, on my check in I asked for the representative on the desk if my reservation was ok for 5 people and she said to me "yes", but when I got to the room, no extra bed for my 12-years-old son. Then, I asked for the extra bed and the representative told me I had to pay U$ 15.00 a day for the rollaway bed. I discussed with her, but she treated me REMOVED, that was the policy and that's it. On my check out I argued again on the desk but nobody listened to me and one more time I was treated very bad. The issue is that I wasn't informed about the U$ 30.00 extra when I booked, them it's not fair they charged me for that. Just want my U$ 30.00 back on my card. It's reasonable for this situation I believe.

  Business Response

  Date: 09/13/2023

  Dear REMOVED,
  
  I hope this message finds you well. I would like to extend
  my sincere apologies for the inconvenience you experienced during your recent
  stay at Seneca Niagara Resort & Casino. We value your feedback, and I want
  to assure you that we take your concerns seriously.
  Upon reviewing your reservation and the communication from
  REMOVED.com, it is clear that there was a discrepancy in the information
  provided. We apologize for any miscommunication or misunderstanding that
  occurred during your check-in process.
  Regarding the interaction with our representative at the
  front desk, I want to extend my sincerest apologies for any inconvenience or
  frustration you experienced during your discussions with our team. Providing
  excellent customer service is a top priority for us, and it is disappointing to
  hear that you did not receive the level of service we strive to provide. We
  will address this matter internally to ensure that such incidents do not recur.
  In light of the situation you have described and to rectify the
  matter, I have refunded the $30.00 charge for the rollaway bed to your credit
  card. Please allow a few business days for this refund to reflect in your
  account.
  Once again, I want to apologize for the inconvenience you
  encountered during your stay with us. We appreciate your feedback, as it allows
  us to continually improve our services and ensure that all our guests have a
  pleasant experience.
  
  Sincerely,
  Esther WREMOVED
  Front Desk Manager
  Seneca Niagara Resort & Casino

  Customer Answer

  Date: 09/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me if they actually return the Rolway bed fee on my card. 
  
  
  
  Regards,
  
  
  
  REMOVED
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/04/2023

  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.

  On the last day of our trip July 31, 2023 we checked our luggage for 3 hours waiting for our taxi to the airport with the bell shop. When I came to retrieve it, my carry on luggage was destroyed. ( the pullout handle ripped right out of the bag, the inside mechanical works broken into a hundred pieces. The bag had to be taped with very heavy tape just to get it home. I suggested to the transportation manager to review the eye in the sky video ( in casinos) to verify the new bag was fine when dropped off. He did agree that he believed me that my bag was not in this condition when dropped off, but just the same he would have to review the video, which was fine with me. Gave me his card and said he would get back with me. NO calls, called them, no return calls, no apology, no texts. Great way to run a hotel, and keep your guests coming back.

  Business Response

  Date: 08/11/2023

  SNRC Guest,
  
  Thank you for your feedback. As
  discussed with you on the day of your departure, our team reviewed the video
  and generated a report regarding our findings. It was also explained that we
  would be reaching out to our Risk Management department due to the nature of
  the incident and how we handle claims. Our Transportation Department manager,
  Darren SREMOVED, then followed up with Risk Management and was informed that the
  phone number you had provided, went straight to a busy signal during every
  attempt to reach you. Both our Risk Management and Transportation departments
  have since tried, without success, to reach you multiple times. Please reach
  out to our Transportation Manager at (716) 501-2121 and he will be able to
  address the situation and will happily get you in touch with our Risk
  Management department. Thank you.
  
  Sincerely,
  
  Darren SREMOVED
  Transportation Manager, SNRC
  REMOVED
  REMOVED

• Initial Complaint

  Date:07/05/2023

  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.

  My husband and I went to the casino for my birthday and to see the fireworks on Monday, July 3, 2023. We stayed inside to play the slots then figured we would go to the top level to watch the fireworks and then go back inside and play mire slots. Found out the top level was closed so we went to the purple level to watch them. Walked all the way down to the hotel side from the casino side only to be told that we couldn't watch them from the ramp at the wall. Told that Noone could because people like to jump over the ledge of the ramp. My husband went to lean against the wall to catch his breath and your security guard told my husband that he couldn't lean or stand by the wall. My husband had triple bypass heart surgery and has a bad knee leaving him permanently disabled. Your security guard to my husband after my husband said he needed to catch his breath that it's not his problem and to get away from the wall. My husband told your security guard he would move once he was able to catch his breath. This security guard completely lacked the professionalism that required him to talk to people in a nicer way. My husband said that thus is discrimination and that he plans on filing a complaint against the casino with the ADA American Disabilities Act for discrimination. This whole situation could have been avoided if your security guard just asked nicely but ruined the entire night. Missed the fireworks and will most likely not be going back and telling our friends and family to avoid the casino. Now when we left and the fireworks were done, the security guards were gone. What is the difference if someone is at the wall by their vehicle or at the corners. There were no security guards trying to stop people from hanging on the wall. So what is the difference and there were only a few of us that were trying to watch the fireworks. This casino and the one in Buffalo have gone way downhill over the years and thus security guard was the icing on the cake. Ruined a good night.

  Business Response

  Date: 07/05/2023

  Thank you for your
  feedback. We apologize if this encounter with the Security guard on the Purple
  Level could have been communicated in a more professional manner. We will work
  with the Security firm that we hired to provide additional assistance for large
  scale events to communicate your concern about how the message could have been
  delivered in a more effective manner. I am certain they will appreciate the
  feedback from your experience and address your concern with the individual with
  whom you spoke. Please note that while
  the Blue Level was closed for refurbishments this year, we anticipate to have
  it open for future Independence Day fireworks events for your viewing pleasure.
  In that designated area on the Blue Level, we are able to provide a space that
  is safe for pedestrians and those watching the show by closing it off from
  vehicle traffic. As we did not have that designated area for usage this year
  and vehicles are driving and parking in the remainder of the garage, we
  directed all of our guests to the 6th Street viewing area which was
  closed off from vehicle traffic. I hope this provides some
  insight into why the Security team could not allow you to watch the show from
  the Purple level. Again, we will address your concern regarding the manner in
  which this message was delivered to you with their Supervisor and apologize if
  it was not up to the standards of guest service Seneca Niagara Resort &
  Casino provides. If you have any additional concerns or questions, you can reach
  the Director of Security Operations at REMOVEDand he can address any
  further concerns. Thank you.