In a nutshell, the machines do NOT pay out the way they did when they first opened.Some machines are programed to just suck hundreds from you,non stop. It honestly looks like the machines will only pay so much to so many people at particular time's of day. AND we have had at least two incidences where the machines were paying well, and all of a sudden there's a"fire alarm" that lasted about two hours. Why is it that the firemen came but never went inside? Of course, the machines were no longer hitting once they let everyone back in. 
 General customer service is good, but it's management that often has the nasty, condescending attitude towards you if you experience a problem.  The shuttle buses to the casino are a joke. People wait 2-3 hours to be picked up by a bus that's supposed to run every hour. We are constantly calling customer service on this. Avoid Broadway Junction. The buses from the casino to Jamaica run so infrequently, and we were told is because the Flushing and Chinatown clients spend more money. The casino is a stones throw from Jamaica. 
Some people who come there are just tacky. They are aggressive and if they want your seat they will stare you down until you leave, sit next to you and watch you play, etc. The food court is okay but a bit limited and too expensive. 
Save your money. Go elsewhere.