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:07/02/2024

  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.

  My problem is that they would not Let me onto the gambling floor due to having a temporary paper copy of my driver's license. POINTS 1. I have a membership with this casino.2. I have been there hundreds of times.3. I've read the policy and the house rules and have come to understand it in a more reasonable manner than the current date security and manager.4. They are lacking the understanding of the policy thus far interpreting it wrong and not allowing me to ****** with my membership.To justify this all I would request.Is that their board or management crew come together and discuss and properly understand their policy and come up with a way to better enforce it and or resolve issues.I would like a formal apology from the manager ***** that I had the interactions with as well.As compensated for the humility that I faced.

  Business Response

  Date: 07/05/2024

  In response to complaint ID ******** filed with the Better Business Bureau, Hollywood Casino St. Louis management reviewed the incident described in the customers statement in which the patron alleges they were denied access to the casino due to presenting a temporary paper drivers license.  ********************** acknowledges the customer was not allowed entry based on the condition of the identification provided and agrees with the decision of our Security team members.  Generally, a temporary drivers license is an acceptable form of ID, however the document presented was described as an unverifiable photocopy of an out-of-state temporary license, containing no security features, in a folded and worn condition.  
  The Hollywood Casino St. Louis Security Manager contacted the customer on July 5, 2024 to discuss the incident and applicable state regulations.  We apologize for any confusion caused and understand the frustration experienced,but the actions taken by Security staff appear to be consistent with state gaming regulations and company policies.  

• Initial Complaint

  Date:05/03/2023

  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 made reservations at this Hotel casino for a Bunglow Suite on Apr 6th for a weekend stay for the 28th of April. Upon arriving to the hotel around 930 10ish pm I was told I didn't have a room. When asked why was told they had gotten busy. So they told us to wait for a moment they would work something out. So we went to the casino a get food and came back. They told us they just finish cleaning one and they were going to take off $50.00 a day for the inconvenience. We said ok. Stayed the night and in the morning want to warm up our food and there was no microwave in the room or on the floor. So the front desk lady said for a microwave it would be 5.50 extra charge per day. We said ok, and the front desk clerk said it will be up shortly. After an hour there was no microwave. I called again and they said it was on it way. 20 more minutes passed and i decide to go and see if i needed to come get the microwave. ******* ******** was the lady I tried to voice my concerns toat the desk and she was very rude and unprofessional. She had attitude and when I asked for her managers name and info she became aggravated and uncooperative. After I got the managers first name she yells that she wont be in until tues. So I left she said something else and I asked her could she repeat herself I didnt hear her. I then turned around went to my room waited some more. Decided to leave and go get something to eat came back down to the front desk and cancelled the microwave. We came back to the hotel after eating our food to find out we are locked out and are being kicked out of our room. ******* ******** said I threatend her. I never said anything threatening or out of order to this lady. Now I feel like this sitution was an attack on me because I am a black male. And she chose to abuse her authority instead of providing good customer service. Hollywood casino ruined my vacation and I want my money back and a apology. I was charged for the room and the microwave even after cancelling it.

  Business Response

  Date: 05/12/2023

              RE:       BBB Complaint ID: ********
  On behalf of Hollywood Casino
  St. Louis, I am writing in response to complaint ID ******** filed with the
  Better Business Bureau on May 3, 2023.  In
  this complaint, the patron alleges he received poor customer service from the
  hotel front desk staff and that he was not at fault when evicted from his hotel
  room by property security.  Hollywood hotel
  and security management have reviewed the incident and documented that the
  patron was verbally abusive, argumentative, and made threats of physical
  violence towards Hollywood employees.
  Hollywood Casino St. Louis is committed
  to providing exceptional customer service and an enjoyable entertainment
  experience to all patrons.  More importantly,
  Hollywood prioritizes the safety and wellbeing of our team members and guests.  We acknowledge the patron did unfortunately
  wait longer than expected for a microwave to be delivered to his room.  In response to the customer service aspect of
  this situation, Hollywood has decided to refund the hotel stay. However, the patron
  shall remain banned from returning to Hollywood Casino St. Louis due to the circumstances
  and report of threats made to employees.

• Initial Complaint

  Date:03/29/2023

  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.

  I have had a players card at Hollywood for years. Since the pandemic I have only visited a few times. On March 29, 2023 I went to see if my players card was still in effect and to see if the credits ( about $80.00) were still useable. The supervisor at the Players Desk told me that my card was expired and therefore the credits were not available. As I said earlier, I have patronized Hollywood for years and I was never told that I had to renew my card every six months to maintain the credits. The supervisor gave me two phone numbers to call which were not helpful at all. I just wanted to ask a person from Hollywood if this scenario is what they intend . I hope you can help resolve my complaint because I think Holllywood has just taken my credits because they think it is a good way of doing business. ******* **** ***

  Business Response

  Date: 04/03/2023

  ******* ********** **********
  ****** ******** ******
  *** ** ********* ***** ****
  ***** ****** ** *****
  ************
  
  ********
  
  **** **********
              ***       *** ********* *** ********
  ** ****** ** ********* ****** **. Louis, I am writing to inform you that we received notice of complaint ID 1******1
  filed with the Better Business Bureau on March 29, 2023.  The primary concern addressed in the
  customer’s statement pertains to the expiration of player rewards benefits
  after a period of inactivity on his account. 
  According to our records, this patron’s last activity at Hollywood
  Casino St. Louis occurred in April 2021 or approximately 23 months ago.    The mychoice
  loyalty program official rules and Frequently Asked Questions found at ************************* state after six
  months of inactivity, mycash balances will expire.  All promotional rules are available to the
  public upon request as required by state regulations.
  On March 30, 2023, the Director of
  Marketing contacted the customer upon receipt of this complaint and has been in
  communication with the customer in hopes to resolve the customer’s concern.
  
  Thank you,
  
  
  ***** *****
  ******** ** ********** **********
  ********* ****** *** *****

  Customer Answer

  Date: 04/08/2023

  The Marketing person contacted me by email asking what is a good time for him to call me. I responded to his email with my phone number and advised him that 12:00 noon to 4:00 PM was a good time to call. I have not been contacted by him yet, so he has not made an effort to help resolve my issue. Previously, Hollywood Casino would carry over the credits (for slot play, meals, etc.) from year to year, but allowed the accumulated tier points   to expire. I was not advised that my credits would expire the last time I renewed my players card.The credits they are refusing to allow me to use is like taking the money out of my pocket without my consent.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair 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 02/04/2023, I used the ATM in the lobby of the Hollywood Casino to withdraw $300. The ATM feeder jammed, causing only one bill to be dispensed, and $200 was still stuck inside the machine. The door to the feeder closed, trapping my money inside. Security told me it isn't their ATM, they couldn't do anything to help me, it was a simple problem, just dispute it with my bank. I asked about the camera overhead to get footage to prove I didn't receive the money, and the ******** ******* said there are no cameras in the lobby, only on the gaming floor. I asked what the big black dome overhead was, and he said it wasn't a camera.
  I disputed the charge with my bank, and they rejected my claim. I have been in communication with my bank and the ATM company, and so far it has been almost a month with no resolution.
  The day this happened, I asked the ******** ******* to place a sign on the ATM saying it was out of order and he said they weren't allowed to. While we were speaking, another man came up and said his money got jammed in the feeder earlier, but he was able to remove it.
  I don't understand how this casino allows an obviously malfunctioning ATM to continue robbing customers in the lobby of their establishment. Security was dismissive and rude to me regarding this incident, as if I was making a big deal out of nothing. They said it was a simple problem with a simple solution. However, it is almost a month later, I have spent hours on hold with different companies, and I still don't have my money. And the casino does not care. They know it's still happening, and they won't do anything about it. Because they "aren't allowed" to do anything to fix the ATM or place it out of service. They know it's stealing money from people, and they still do not care.
  I request a response detailing whether there are cameras in the lobby of the casino (near ****** ******), and whether or not the casino intends to do anything to prevent this happening again.

  Business Response

  Date: 03/14/2023

  To Whom it May Concern,
  In response to complaint ID ******** filed with the Better
  Business Bureau, the Hollywood Casino ******** ** ********** ********** contacted the ATM supplier on March 6, 2023 to inquire about the status of the
  customer’s claim.  The ATM company had
  record of the initial customer dispute filed on February 6, 2023, but the bank
  reversed the credit on February 21, 2023.  The ATM company took another look at the account and sent a credit to
  the customer’s account which was received on March 6, 2023.  The Hollywood **** ******** ** ********** ********** contacted the customer on March 8, 2023 to advise of the dispute
  status and confirmed the customer saw the credit to her bank account.
  Hollywood Casino does not own or operate the ATM machines located
  on the property but rather leases them through a third-party company.  Hollywood Casino values each guest that
  visits our property and takes pride in offering exceptional service and an
  enjoyable entertainment experience.  Although this situation was outside of the company’s direct control,
  Hollywood understands the frustration caused and will ensure team members are
  equipped with the necessary contact information to better assist customers
  should a similar future incident occur.
  Please contact me at the information below should you have any questions.
  Thank you,
  /s/
  
  ***** *****
  ******** ** ********** **********
  ********* ****** *** ***** * ***** **** ****** * *****
  ************

  Customer Answer

  Date: 03/15/2023

  Better Business Bureau:
  
  
  The response by ***** to this complaint was exemplary and I am fully satisfied, now that my dispute with the ATM company has been resolved. 
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:08/19/2022

  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 feel I have been terribly mistreated at Hollywood Casino St. Louis. On Tuesday August 16, 2022 At 6:00am I attempted to cash my $140.16 voucher when the machine completely shut down and rebooted. Upon review of the machine I was told I would have to wait a couple days for them to balance the machine and if they found my money they would call and I could pick it up. Voicemail from ***** the case manager on August 17, 2022 at 10:41am they found my $140.16 and I could pick up anytime. Living approximately over an hour away I arrived at 6am Friday August 19, 2022 am now being told by the same gentleman that reviewed the machine originally that anytime other than 6am - 9am while giggling with the other cashiers asked if it would be a terrible inconvenience for me to come back in 3 hours. I said yes it would be an inconvenience he then shrugged his shoulders never saying another word to me walked away then the cashier returned my license and asked if I would step away from the window. Absolutely no regard to not only my $80 tank of gas but also my missed wages due to their faulty voucher cashing machine. I am already out $365.00 due to the lost wages and gas. As a gambling establishment I would expect there would be a more efficient way to conduct business rather than placing such burden upon their patrons. Customer service is lacking . I have been treated as if it’s my fault their machine malfunctioned causing them to be inconvenienced when having to rectify the situation. Unfortunately the issue still is not rectified as they still have not refunded the money their machine withheld from me.

  Business Response

  Date: 08/29/2022

  On behalf of Hollywood Casino St. Louis, I am writing to inform
  you that we received notice of complaint ID ******** filed with the Better
  Business Bureau.  The customer indicated
  she attempted to redeem a ticket at a kiosk located at the casino, but the
  machine did not dispense the requested funds.  Hollywood Casino staff determined the kiosk malfunctioned and followed
  troubleshooting protocols but ultimately could not resolve the error and placed
  the machine out of service.  The patron
  was unable to recall the exact amount of the ticket redeemed.  The next day, Hollywood balanced the kiosk
  and contacted the customer with the amount of the ticket pending payment and
  notification her funds were available to claim at the casino cage.  Hollywood Casino’s records indicate the
  patron returned on August 19, 2022 and received payment for the $140.16 owed.  
  Upon receipt of the BBB Complaint, Hollywood Casino management
  attempted to contact the customer regarding the service concerns described in
  her complaint.  As of August 25, 2022,
  the patron has not responded.  Hollywood
  Casino values each guest that visits our property and takes pride in offering
  exceptional service and an enjoyable entertainment experience.  Hollywood empathizes with the customer for
  the frustration caused throughout resolution of this incident and welcome her
  back for another visit.
  Please contact me at the information below should you have any
  questions or need to further discuss this matter.
  Thank you,
  /s/
  
  ***** *****
  Director
  of Regulatory Compliance
  Hollywood
  Casino St. Louis / River City Casino & Hotel