Hollywood Casino

I waited on staff to help me with a machine that took my money but froze up for about 30 minutes. I found 2 people that worked there but she gave me dirty look and turned her back. I told her again I had been waiting a long te but she totally ignored me. The least she could have done is tell me she would help in little bit. That was my 1st time at that casino. They need more help.

Please see attached word document for the response from Hollywood Casino StLouis The summary of the response is also copied below: On January 25, 2018, Hotel Manager, [redacted] , investigated the charges and contacted Mr [redacted] to discuss The charges to Mr [redacted] ’s card were originated as a food charge from one of the property restaurant outlets by the additional guest, [redacted] Mr [redacted] appears to have inadvertently applied the charges to Mr [redacted] ’s room number instead of his own Hollywood refunded Mr [redacted] in full and applied the charges to Mr [redacted] ’s room Mr [redacted] seemed pleased with this result

I received the complaint against Hollywood Casino StLouis filed by [redacted] regarding receipt of mail at his address for another player I spoke to Mr [redacted] briefly to gain more information and left my number for him to call back Additional I reached out to him via email.As I explained in my email to him I cannot locate any mail sent to the person he referenced nor his address in any of our mail files I have asked him to send me a picture of any mail received so I can investigate further.He responded with the attached email that he has contacted the post office for assistance If he provides further information I will look into it further but at this point there is nothing further for me to review

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Dear Sir/Madam, Re: Revdex.com Complaint ID: [redacted] On behalf of St Louis Gaming Ventures, LLC, d/b/a Hollywood Casino St Louis, I am writing to inform you that we received notice of complaint ID [redacted] filed with the Revdex.com Several members of management at Hollywood Casino including the Hotel Director, Database Marketing Manager, and General Manager have been in contact with the customer, [redacted] , in an attempt to address her concerns to no avail The hotel at Hollywood Casino St Louis consists of two towers, Rodeo and Sunset Hollywood completed significant capital improvements to the Rodeo Tower in and is currently renovating the Sunset tower rooms with expected completion later this year The primary concern addressed in the customer's statement of the problem involves requests of complimentary rooms in the Rodeo tower due to the difference in room quality between the two towers Hollywood does not guarantee specific rooms for complimentary offers and fills these reservations based on either contracted purchase of specific room type or the patron's casino worth and activity Please contact me at the information below should you have any questions Thank you, [redacted] ***| Director of Regulatory Compliance Office: [redacted] Cell: [redacted] @pngaming.com

3/29/2017Dear Sir/Madam, RE: Revdex.com Complaint ID: ***On behalf of St Louis Gaming Ventures, LLC d/b/a Hollywood Casino StLouis, I am writing to inform you that we received notice of complaint ID *** filed with the Revdex.com. Penn National Gaming Director of Marquee
Rewards, *** ***, has been in contact with the customer, *** ***, to resolve the dispute. Penn National Gaming identified one instance of double billing for the amount of $which has been refunded to Mr*** account. All other orders were processed correctly and the tracking numbers indicate they have been delivered and Mr*** has signed for receiving the ordered items. As of today's date, Mr*** has not responded to Penn National Gaming. Please contact me at the information below should you have any questions. Thank you, *** ***Director of Regulatory Compliance Hollywood Casino St LouisCasino Center DriveMaryland Heights, MO 63043***

We have attempted to contact the guest *** *** on Saturday 11/26/by phone and today 11/29/by phone and by emailWe are offering to speak with the customer and the bank to resolve the issue and make sure the $has been or will be released immediatelyOur information currently
shows that we released the $on 11/2/ Please let me know if you need any more information from us *** *** Hotel Director

Initial Business Response /* (1000, 7, 2015/06/26) */
We have spoken to Mr*** and discussed and resolved all the issues and came to an agreed resolutionWe always attempt to satisfy every customer need and we are glad we could resolve this issue

Final Consumer Response /* (2000, 8, 2015/09/01) */
RESOLVED - Revdex.com Complaint Case# [redacted] (Ref#X-XXXXXXXXX-XXXXXXX-X-XXX)
Dear Revdex.com,
Hollywood Casino contacted me and we will resolve this together. Please remove my complaint and know I am satisfied with their offer. My friends and I plan to...

stay at their hotel again as soon as we can all get together. Feel free to contact me with any questions.
Thanks,
[redacted]
XXX-XXX-XXXX

Please see attached word document for the response from Hollywood Casino St. Louis.  The summary of the response is also copied below: On January 25, 2018, Hotel Manager, [redacted], investigated the charges and contacted Mr. [redacted] to discuss.  The charges to Mr. [redacted]’s card were...

originated as a food charge from one of the property restaurant outlets by the additional guest, [redacted].  Mr. [redacted] appears to have inadvertently applied the charges to Mr. [redacted]’s room number instead of his own.  Hollywood refunded Mr. [redacted] in full and applied the charges to Mr. [redacted]’s room.  Mr. [redacted] seemed pleased with this result.

I received the complaint against Hollywood Casino St. Louis filed by [redacted] regarding receipt of mail at his address for another player.  I spoke to Mr. [redacted] briefly to gain more information and left my number for him to call back.  Additional I reached out to him via email.As...

I explained in my email to him I cannot locate any mail sent to the person he referenced nor his address in any of our mail files.  I have asked him to send me a picture of any mail received so I can investigate further.He responded with the attached email that he has contacted the post office for assistance.  If he provides further information I will look into it further but at this point there is nothing further for me to review.

Dear Sir/Madam, Re: Revdex.com Complaint ID: [redacted]On behalf of St Louis Gaming Ventures, LLC, d/b/a Hollywood Casino St Louis, I am writing to inform you that we received notice of complaint ID [redacted] filed with the Revdex.com.  Several members of management at Hollywood Casino...

including the Hotel Director, Database Marketing Manager, and General Manager have been in contact with the customer, [redacted], in an attempt to address her concerns to no avail.  The hotel at Hollywood Casino St Louis consists of two towers, Rodeo and Sunset.  Hollywood completed significant capital improvements to the Rodeo Tower in 2016 and is currently renovating the Sunset tower rooms with expected completion later this year.  The primary concern addressed in the customer's statement of the problem involves requests of complimentary rooms in the Rodeo tower due to the difference in room quality between the two towers.  Hollywood does not guarantee specific rooms for complimentary offers and fills these reservations based on either contracted purchase of specific room type or the patron's casino worth and activity.  Please contact me at the information below should you have any questions.    Thank you,   [redacted]| Director of Regulatory Compliance Office: [redacted] Cell: [redacted]@pngaming.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Sincerely,
[redacted]