Atlantis Casino Resort

One night a little over six months ago my girlfriend and I decided to go have a drink and what we were hoping to be a good time at the Atlantis Resort in Reno NV. When we arrived there I had to use the restroom. My girlfriend proceeded to the Sports Bar to play a little and grab a drink. When I came out of the bathroom I found her waiting for me outside of the restroom. I asked her what was going on and why she had got up from the bar.. She told me that the bar tender approached her very rudely and told her that someone was already playing on the machine she had sat at. Well, she had put a $20 bill in the machine and failed to notice the $3 that was left on the machine, and being as she had put a 20 in it she cashed it out before even playing one cent. Unknowingly, her voucher had $23 on it... We proceeded to a different bar and she hadn't realized that her voucher had the extra money in it until we sat down together at the different bar. She felt horrible and I kind of did to, aside from how rude the bar tender was to her I'm sure she would have noticed if she wasn't in such a hurry to get out of the seat that was already taken. Well, she lost the $23 where we were sitting and I as well lost the $20 I put in mine. We proceeded to head down to the craps table to try our luck there. About five minuets later we were approached by a group of four security officers in red jackets who proceeded to ask for her Id and tell her that she stole $23 from a woman's machine about 20 minuets prior. She apologized for the misunderstanding and told them that she in fact put 20 into the machine and that she hadn't realized that there was an extra $3 on her voucher until we got to another bar. She immediately took $5 out of her pocket apologizing for the misunderstanding and attempted to refund who's ever money she had mistakenly taken. Well, they 86ed both of us, then we tried to go back today. 7 months later and asked security if we were allowed to be there. Well, they said no and reinstated another 6 months.Product_Or_Service: GamingDesired SettlementLift our 86 from the property and apologize for they're misunderstanding. And again apologize for not double checking they're cameras to make sure we in fact played 20 through the machine as well. Business Response On Tuesday, December 8, 2015 at 6:22pm, [redacted] girlfriend was witnessed and videotaped removing the towel placed over a slot machine by the bartender, as he was holding for another guest who needed to step away, and started playing the credits. When told it was being played by another guest, [redacted] girlfriend cashed out the credits and the couple walked away. They played most of those credits in another machine then cashed out the balance at a kiosk. When approached by the Casino Shift Manager and Security Manager and asked to repay the credits, they denied taking them and refused to return the cash. Atlantis Casino Resort Spa made the business decision to trespass the couple for the six month period. As it has not yet been six months, the couple could have been arrested today for trespassing on Atlantis property. They were not arrested, but were advised that they should leave the property. It is our position that Atlantis Casino Resort Spa was more than fair in advising [redacted] and his companion that the trespass was still in affect and it is the only consideration that should be afforded the couple.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This is [redacted]s girlfriend your stament about me repaying the money back is false. If they look at the security tapes it was around 3 or 4 dollars on the machine and I did not notice until I reached the other bar. When security approached us at the craps table they told us what has happen and I told them I noticed at the second bar and tried to repay them $5 dollars and the said it was around $24 dollars. So I asked them if they checked the cameras and they said they did and I responded that they need to go check again because that was false. They are stating false fact and I don't appreciate being kicked out for something that I tried to resolve as they asked and I had no issue in doing. They kicked me and my boyfriend out and he didn't do anything, I did. He went there all the time to the sport book and spent money all the time. There is no reason for this at all it is unprofessional and not right for them to make false statements and untrue facts. All we are asking is for our restriction to be lifted. Final Business Response The Atlantis respectfully disagrees with the representations set forth in the Consumers' rebuttal. Atlantis' position and decision, which was supported by video and slot machine diagnostics review, is set forth in the Business Response we transmitted to Revdex.com on May 19. Atlantis strives to provide a safe environment for all guests and it is our business practice to exclude persons who we believe are taking advantage of or preying on other guests. Contrary to Consumers' representations to Revdex.com, slot diagnostics and video review conclusively established that [redacted] girlfriend did not insert $20 or any other amount of money into the slot machine that was covered by a towel at the bar, but rather she cashed out approximately $25 belonging to another guest and walked away with it. That constitutes theft and would have subjected [redacted] girlfriend to criminal prosecution had the guest who's money was taken wished to press charges. When confronted at the time of the incident, [redacted] 's girlfriend denied undertaking the actions conclusively established through slot diagnostics and surveillance video, and the couple refused to make full restitution and admit to their true actions. Given the totality of the circumstances, Atlantis determined it was in the best interests of its other guests' safety to exclude Consumers via warning under the Nevada Trespass Statute, which empowers a property owner to legally exclude an unwanted patron for a period of six months. The Consumers' factual contentions as submitted to Revdex.com lack inaccuracy and credibility. An example demonstrating this point appears on the face of the Consumers' original Complaint wherein [redacted] contends that he returned to the Atlantis "today, 7 months later," when in fact, the original statutory trespass exclusion was issued to him on December 8, 2015, a little more than five month prior. Atlantis has records that are kept in the normal course of business conclusively establishing the trespass warning date, as well as the other facts upon which Atlantis relied to make its business decision. Despite our sincere interest in maintaining an excellent rating with Revdex.com and resolving all matters amicably where warranted, we will not alter our position based upon the Consumers' subjective assertions when objective business records prove them inaccurate and establish that Consumers took money belonging to another guest and decidedly declined to return it when Atlantis gave them the opportunity to set things right at the time of the event.