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Business Profile

Casino

Silver Sevens Hotel and Casino

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 6 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/05/2025

    Type:Product Issues
    Status:
    Resolved
    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 told by the front desk my ****** dollar deposit would be back on my card in 3 days. I checked out on March 1st 2025. I do not gave my deposit back. I xalked tge hotel and get the oh it's 10 days to out it back. This is not acceptable. 3 days that's it. Where is my deposit?

    Customer Answer

    Date: 03/19/2025

    Hi you can remove this. I received my refund. Thanks

  • Initial Complaint

    Date:02/24/2025

    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.
    I received an email from Silver Sevens Casino in ************ on Jan ******* for up to 3 Nights Comped and $90 Free Play and a $50 dollar in Food Comps. That was good from . Jan ******* through Feb ******* On Jan ******* I had Booked a room for 3 nights to check in on Feb ******* for 3 nights and when I booked the room I have them the code for that PROMOTION....they accepted it and booked my room...Once I checked in I swipe my players card and there's NO PROMOTIONS I was shocked because I SPECIFICALLY booked it at Silver Sevens because of the Promotions...I had a deal and would of saved money if I stayed at Flamingo Hotel Part of Caesars Properties..BUT BECAUSE of the PROMOTION I decided to stay at Silver Sevens..After checking i still don't see NO PROMOTIONS as what was described on the BROCHURE IN MY EMAIL that was DIRECTLY SENT FROM SILVER SEVENS CASINO...I AFTER a while I go to the Host just to find out that THEY DONT KNOW ABOUT THIS PROMOTION...THEY DIDNT SRNT IT...even though it states EMAIL FROM SILVER SEVENS .but the Card # was different WHICH MAKES NO SENSE WHY ITS DIFFERENT AND OR THEY CANT SEEM TO CIVURE OUT WHOSE CARD THAT IT IS...BUT ITS DIRECTLY SENT TO MY PERSONAL EMAIL ..ANYWAYS THEY WOULD NOT HONOR THIS FALSE PROMOTION THAT THEY SENT ME...ITS $90 FREE PLAY.....WHAT IS $90 FREE PLAH TL A CASINO THAT MAKES SOO MUCH $$...THE 2 DAYS I stayed at Silver Sevens has been ****..THIS HAS RUINED MY TrIP/VACATION IN EVERYWAY.. I spent at least 3++ HRS DEALING WITH THIS...THIS IS THE WORST CASINO EVER...I was a GM the HIGHEST PLAYERS VARD MEMBER FEW months ago AND THEY CANT HONOR A LOUSY $90 CONE ON NOW...KEEP IT..BU FRIENDS,FAMILY WILL EVER STEP INTO SILVER 7 CASINO..ITS VERY SAD & FALSE ADVERTISEMENT TO PRETEND TO GET GUESTS OVER JUST SO THEY WONT GET WHAT WAS OFFERED...SENT TO THEM BY EMAIL..IM DISGUSTED WITH THE OWNERS OF SILVER 7 ITS VERY SAD..BUT I WILL START A CLASS ACTION LAWSUIT WITH MORE THAN 15 OTHER PLAYERS

  • Initial Complaint

    Date:12/16/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Subject: Complaint Regarding Unreturned Deposit from Silver Sevens Hotel and Casino Dear Better Business Bureau,I am writing to file a formal complaint regarding an unresolved issue with Silver Sevens Hotel and Casino in *********. I stayed at their property and paid all required hotel fees. Additionally, I left the room in immaculate condition upon checkout, meeting all obligations expected of me as a guest.Despite this, my deposit has not been returned, and it has been an unreasonable amount of time since my stay. I have made multiple attempts to contact the hotel to address this matter, but I have not received any resolution or adequate explanation for the delay.I am requesting your assistance in resolving this issue, as I believe I have been treated unfairly. I trust your involvement will encourage Silver Sevens Hotel and Casino to process my refund promptly.Thank you for your time and support.**** ****** Player card # ********

    Business Response

    Date: 12/18/2024

    Dear BBB of *********************,

    The guest overstayed his reservation and was unable to be contacted. The guest subsequently checked out of the room a day after his scheduled check out date and left the room in an unacceptable condition. The guest has been warned on multiple occasions regarding our checkout times and policies. The deposit was not refunded due to the issues mentioned above.

    Sincerely,

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

    Customer Answer

    Date: 01/10/2025

    Re: Complaint ID ********


    Dear ***** ******,


    Please find my detailed response to the statement provided by Silver Sevens Hotel and Casino regarding my complaint. Their claims are vague and fail to justify withholding my $150 deposit. Specifically:
    Their statement provides no clear explanation of damages or fees associated with my stay. Simply stating how we left the room does not demonstrate why they kept the deposit 
    The hotels handling of fees and policies has been inconsistent and unclear. While they claim to enforce late check-out fees, their policy and prior actions show no consistency, and it is unreasonable to suggest that any late check-out or other issue would result in a $150 charge.
    I have attached a photo of their stated late check-out policy, which contradicts the claims made and highlights their lack of documentation.


    I respectfully request a full refund of my deposit or a detailed, itemized statement justifying their decision to withhold it. Thank you for your continued assistance in resolving this matter, and I hope we can achieve a fair resolution.

     

    sincerely,

    **** ******

    Customer Answer

    Date: 01/10/2025

    Re: Complaint ID ********


    Dear ***** ******,


    Please find my detailed response to the statement provided by Silver Sevens Hotel and Casino regarding my complaint. Their claims are vague and fail to justify withholding my $150 deposit. Specifically:
    Their statement provides no clear explanation of damages or fees associated with my stay. Simply stating how we left the room does not demonstrate why they kept the deposit 
    The hotels handling of fees and policies has been inconsistent and unclear. While they claim to enforce late check-out fees, their policy and prior actions show no consistency, and it is unreasonable to suggest that any late check-out or other issue would result in a $150 charge.
    I have attached a photo of their stated late check-out policy, which contradicts the claims made and highlights their lack of documentation.


    I respectfully request a full refund of my deposit or a detailed, itemized statement justifying their decision to withhold it. Thank you for your continued assistance in resolving this matter, and I hope we can achieve a fair resolution.

     

    sincerely,

    **** ******

    Business Response

    Date: 02/13/2025

    Dear BBB of *********************,

     

    We have already responded to this complaint, see below. Our records support the decision we have made.


    The guest overstayed his reservation and was unable to be contacted. The guest subsequently checked out of the room a day after his scheduled check out date and left the room in an unacceptable condition. The guest has been warned on multiple occasions regarding our checkout times and policies. The deposit was not refunded due to the issues mentioned above.
    Sincerely,
    ******* *******

  • Initial Complaint

    Date:11/12/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 stay at the silver sevens from October 31 2014 - November 13 2024 .Last night around 12:30am my sister and I walked downstairs from our room to play a few slots. We entered the downstairs restroom to wash our hands before we started gambling. We weren't in the bathroom for more than 2 min before a male mployee of the casino entered the bathroom and told us we can not stand there and chat because than everyone will think it's ok. My sister and I were frightened and were in fear for our lives we didn't know what was going on. He didn't give us any warning before entering. Shortly after I thought maybe he was just joking around so my first comment to him was this is the ladies restroom and he replied saying no THIS is my bathroom. Than stood at the bathroom exit until my sister and I exited the restroom. My sister and I were talking a lot while washing our hands but we were not in the bathroom longer than 2 min. I didn't see the employee after that so I asked another employee a security guard what was that employees name and why did he enter the restroom what was his purpose. I have stayed here many times and have never ever given this business and problems. I went from frightened and fearful to feeling violated and disrespected. What did we do wrong to be treated like this

    Customer Answer

    Date: 11/15/2024

    The next day after I received an email from Better business bureau saying my complaint has been to the the business. The silver sevens casino sent security with 3 other men to my hotel room to kick me out. They said I was being evicted and I had 10min to get out. They stood by the door the entire time laughing and making nasty remarks while I was packing my belongings.. I asked them why was I being kicked out I told them i had just made a payment and no one mentioned anything to me.They refused to answer my question. My husband shows up 5min later and when he asked them why are we being kicked out they said for damaging the toilet in our last room than they said we had til 430pm to be out than walked out. It was 11:52am at this time. I know for a fact this was retaliation for my complaint on them. It was humiliating I felt unsafe with all those men just standing there staring at me while laughing..

    Business Response

    Date: 12/16/2024

    Dear BBB of ***************,
    The guest and matter in question has been turned over to our risk management team. We will not comment or respond to this complaint in this forum. Please contact us if you have any questions regarding our response.
    Respectfully,
    ******* *******

    Customer Answer

    Date: 12/17/2024

     
    Complaint: 22540273

    I am rejecting this response because: Why did an Employee of silver sevens enter the ladies restroom without any warning stating this is his restroom and we need to exit. Than the next day retaliated and had me kicked out of my hotel room after already paying

    Sincerely,

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

    Business Response

    Date: 12/18/2024

    Dear BBB of ***************,


    Our investigation does not support the claims made and we will not comment or respond to this complaint again. We have responded previously, "Dear BBB of ***************,
    The guest and matter in question has been turned over to our risk management team. We will not comment or respond to this complaint in this forum. Please contact us if you have any questions regarding our response."

    Respectfully,
    ******* *******

  • Initial Complaint

    Date:08/21/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 Aug 19th approx at 1:30 am I went to Silver Sevens Casino to play my slot play. I went to the cashier to get another card made. The clerk ***** told me that her supervisor told her not to give me another card after I gave ***** my veteran id card. I told her my id was real. She also refused me the name of her supervisor. I informed her that I will be filing complaints and called the gaming board. She was really rude bout this. There was no reason for her behavior. Military and veterans id are valid in casinos. I am very upset. There is no excuse for this. I have plenty of offers there. I also want to hear from their corporate office CEO.

    Business Response

    Date: 01/02/2025

    Dear Ms. ***************** wanted to take a moment to Thank You for your concerns about your experience at the Silver Sevens Hotel & Casino and our A ********** I appreciate the time you took to notify us and will make sure I investigate the behavior of our Team Member. I will also address this issue with our A Play Staff to ensure that this type of behavior is monitored and not repeated. You have given us the opportunity to take a look at our guest service and I will make the most of that opportunity.

    I have attached our recently added A ********* VETERAN CARD Program and hope you will take advantage of it. Please contact me directly on your next visit to the property so I can assist you personally in taking advantage of all the benefits associated with the VETERAN CARD.

    I am eager to address guest experiences like yours, with the hope of rectifying any experience when our service, staff or products dont meet expectations. We have made and are continuing to make changes to our slot offering, food and beverage offerings, but most importantly our commitment to excellent guest service. I know how many options there are in ********* and I appreciate you choosing us for your ********************* Though your most recent visit may have been a disappointment, our hope is that we will be able to change that perception on your future visits to the Silver Sevens.

    Sincerely,

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

    Vice President of Casino Operations

  • Initial Complaint

    Date:07/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 paid ****** for my stay and it was horrible i paid for a refrigerator and it didnt work my new borns milk spoiled the iron didnt work the bathroom light broke so my daughter was using the bathroom in the dark they didnt come clean my room he staff was horrible

    Business Response

    Date: 07/24/2024

    Dear BBB of ***************,

    The guest and matter in question has been turned over to our risk management team. We will not comment or respond to this complaint in this forum. Please contact us if you have any questions regarding our response.

    Respectfully,

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

    Business Response

    Date: 07/24/2024

    Dear BBB of Southern Nevada,

    The guest and matter in question has been turned over to our risk management team. We will not comment or respond to this complaint in this forum. Please contact us if you have any questions regarding our response.

    Respectfully,

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

    Customer Answer

    Date: 07/24/2024

     
    Complaint: 22011883

    I am rejecting this response because:

    Sincerely,

    *************************;

    i was also injured on property 

    Business Response

    Date: 08/09/2024

    Dear BBB of Southern Nevada, Inc.,

    We will not be commenting or communicating on this forum regarding the claims and complaints put forth by this individual. We have turned the matter over to our *************** for investigation. I have contacted our representative at BBB and made them aware of our position.

    Respectfully,

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

     

    Business Response

    Date: 08/12/2024

    Dear BBB of Southern Nevada, Inc.,

    We will not be commenting or communicating on this forum regarding the claims and complaints put forth by this individual. We have turned the matter over to our *************** for investigation. I have contacted our representative at BBB and made them aware of our position.

    Respectfully,

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

  • Initial Complaint

    Date:06/17/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 June 10, 2024, I made a reservation with this hotel, giving them the required credit card information. I received an email confirming the reservation. I now need to cancel the reservation but the hotel says it cannot find my confirmed reservation, so is unable to cancel it. They have my credit card information which they will use to charge me for who knows how much. I have phoned the numbers available on the hotel website and on the booking confirmation, and no one seems able to help me. One person asked me to take a screen shot of the booking confirmation and text it to their number. I did so, and there is no response so far. The company, the reception, anyone with whom I've dealt, all seem dishonest and I believe I've been subject to a scam.

    Business Response

    Date: 06/23/2024

    Dear ************,

    We have successfully located your reservation for July 8th, 2024 and cancelled it. We have emailed a confirmation to the email on file, the confirmation code is VRTDL.

    Thank you for your patience and we apologize for any inconvenience!

    Respectfully,

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

    Vice President of Casino Operations

     

     

  • Initial Complaint

    Date:01/29/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 received a flyer in the mail from Silver sevens casino. They offered me a free 2 night stay on the weekend of February 11. I called them and they told me I can't use the coupon on that weekend. Can I force them to give me a room or can they do anything they want?

    Business Response

    Date: 02/03/2024

    Dear **************,
    I have reviewed the offer I believe you received and see that it states, "up to 2 Complimentary Nights", the "up to" in the promotion indicates that you may receive either 1 or 2 nights based on availability. The print at the bottom of your offer indicates,"Reservations are required for all hotel stays and are based on availability", it also states, "Silver Sevens reserves the right to change, modify or cancel offers and promotions at any time." The date you selected of February 11th is an extremely high volume day and weekend for our hotel. Your offer is good for the other days mentioned in your flyer, please mention the code indicated to take advantage of the offer.
    Sincerely, 
    ***************************

  • Initial Complaint

    Date:07/06/2023

    Type:Product Issues
    Status:
    Answered
    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 that hotel on 5/18 I believe and was charged $174. Only $100 was refunded. I was charged for casino fees while this was not explained to me and I never used the casino. I called and asked for the manager and was hung up on several times. I finally got a hold of somebody who at first said they will refund me half and ended up accepting to refund me the $100. I never received that money and this is from MAY 2023. The way that hotel conduct business is outrageous. Staff is incredibly rude. Property smells like cigarettes and it is definitely NOT suitable for kids. We were harassed by security when my husband was on loading our stuff and had our children with us. I do NOT recommend and would like my money back as a courtesy as they promise and never delivered.

    Business Response

    Date: 07/11/2023

    Dear ****************,

    The charges to your account were for the resort fee, $37 per night, not a casino fee. Upon investigating your account, it appears that you were charged $174 at check in for your two nights of resort fees and the $100 refundable deposit. The $100 refundable deposit was returned and the balance was for the resort fees. We also discovered that you booked through Expedia for the hotel room charges of $206.24, but cancelled your reservation just prior to check in and we have not received payment for the room charges of said amount from Expedia due to your cancellation, how would you like to settle your outstanding bill?

    Thank you for your inquiry.

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

     

    Customer Answer

    Date: 07/12/2023

     
    Complaint: 20279303

    I am rejecting this response because:

    Oh wow. I actually never booked through Expedia ever in my life. I do not owe you anything. You owe me $74 for charging my card without my knowledge. 

    Sincerely,

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

    Business Response

    Date: 07/12/2023

    The documentation provided details the transactions we are referring to. The Resort Fee is listed on all third-party websites and is a fee that we charge on arrival. The only amount you were charged at this point is the Resort Fee and you have not paid for the actual room charge for either night. 

    Customer Answer

    Date: 07/13/2023

     
    Complaint: 20279303

    I am rejecting this response because:

    If I didnt pay for the room, your staff wouldve not given me the keys to the room. So, I will be calling in to check whats going on because I do have my receipt and the amount deducted. Your front desk and manager said they will refund one night fee out of two and never did. 
    I will never return to your ****** hotel full of drug addicts. 

    Sincerely,

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

  • Initial Complaint

    Date:12/19/2022

    Type:Product Issues
    Status:
    Answered
    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 silver seven hotel and casino, it's been a month after i checked out and i was told my deposit amount will be reverted in 5 business days. Its been a month I've called multiple times, the staff keeps giving me a run around they have promised me that I will get a call back like multiple times, never received a call back and now they hang up on me. Please help me the amount is $170. This is my hard earned money, please help me get this back.

    Business Response

    Date: 01/03/2023


    The guest was refunded his requested amount of $170.44 on his departure date of 11/20. The amount was refunded back to his MasterCard ending in 6057.  I have attached the receipt.

Silver Sevens Hotel and Casino is NOT a BBB Accredited Business.

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