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Business Profile

Casino

Hollywood Casino

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Hollywood Casino's headquarters and its corporate-owned locations. To view all corporate locations, see

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Hollywood Casino has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/28/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Deposited money onto casino and app froze and logged me out. The app wants to send a code and it is not working. After several attempts with customer service they give b.s. replys and solutions all of which do nothing. There has been no resolution to access my money.

    • Initial Complaint

      Date:01/23/2025

      Type:Product Issues
      Status:
      Unanswered
      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 used *********** to book a reservation on December 8th 2024 for the dates of December 15th through December 19th 2024 when we got to the property it was not up to what we were sold we asked for a refund and left. *********** on their end saying they're waiting for Hollywood Casino to release our money to this day we have not got that receipt and we are still waiting for our refund *********** tells us it's Hollywood's problem that we have to deal with Hollywood

    • Initial Complaint

      Date:06/20/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 reservation stay a treatment of such.the confirmation made prior to arrival an 3 hour wait because of poor management a filthy mess of room conditions a the lack of staff care a concerns! The concern for safety due to the overwhelming smell of WEED being consumer an activity resembling drug sales or outside drug activities. I brought this to the attention of maintenance personnel an was told you should be around on the weekends when its smell every where an police dont care as well as the hotel provides security from these activities an threats of others getting caught up in some unknown harm because of illegal activities being acceptable on its premises! This attention of drug activities an lack of hotel concerns! The property rooms are governed seemly by color seemingly because I was taken to rooms which are assigned to Blacks an separate rooms allowed to Whites.. I was offered 3 different rooms when the first was un available for use an the following rooms were also unfit for use.. the mentally was very disturbing an very degrading as one desk clerk made a comment of not giving a dam about my concerns an yes I became very disappointed an displeased an began to express my concerns and unprofessional attitudes I was being exposed to an my guest! My gues became afraid to stay in a Weed filled environment where danger of guns an killing are exposed to innocent visitors! I was asked off the property for assent concerns which would apply to any other traveler seeking a safe clean place to rent to get rest an be secured! With wondering if your life may be ended by hotel illegal activities or

    • Initial Complaint

      Date:04/03/2023

      Type:Product Issues
      Status:
      Unanswered
      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 wife and I checked into the Hotel on March 13, 2023. The Room fee was $116.98. We were informed a $50.00 deposit was required to be refunded after checkout..My debit card was charged $166.98 on March 17th.I contacted the Casino on March 30th to inquire about my deposit refund. I was told it was released on March 14th..I have yet to receive this refund into my bank account..

      Business Response

      Date: 05/12/2023

      Date Sent: 5/11/2023 10:22:33 PM
      Hi,

      Unfortunately this is not the correct email that the complaint should be sent to. The complaint was written based off an experience at Hollywood Casino ****** and to quickly and efficiently solve this issue the complaint needs to be sent to that physical property.

      Please forward any communication regarding this complaint to *********************************** and *****************************************************
      They would be able to address and hopefully rectify this situation.

      Thank you kindly.

    Hollywood Casino is NOT a BBB Accredited Business.

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