I am urging you all to not visit this casino, based on the poor experience I had at my last visit. Without being too longwinded, here is a summary of my experience.
1. The racing betting machines malfunctioned for both myself and another young couple. There are not customer service agents or phones around to help when these mishaps occur, so you must abandon your machine to seek out help.
2. Later in my visit, a machine ate my ticket. When the attendant arrived, he accused me of stealing a ticket, and I was escorted to the side of the floor with a security guard. After 30 minutes, I was finally given a terse apology and a new voucher.
3. After contacting Harrah's through their website, I have yet to receive any direct reply from anyone in the Harrah's organization. I have requested that Harrah's review their procedures and assure me of changes. Unfortunately, Harrah's does not seem committed to providing good service.
If you're not a diamond card member or 7 stars member, don't even bother going to the Total Rewards Center. There are usually 4-5 lines for Total Rewards customer service. I am a platinum card member and on my 3 most recent visits I waited in line at the Total Rewards section for over a half hour to speak to a customer service agent. It wasn't because it was overly crowded, it was because all of the agents take care of diamond club and 7 star members before platinum or gold card members.
Yesterday I stood in line because there was NOBODY in customer service to take care of anyone that didn't hold diamond or 7 stars! The 7 stars and diamond club members trickled in...just enough to keep all of the agents busy...no line and our line got longer and longer. Finally a manager sauntered out from a back room to "help out". I was 2nd in line and still had to wait for her to tell the woman in front of me that she was unable to help her. I informed the "manager" that what they were doing was extremely discriminatory I can see them giving the higher card levels preference, but to have NO ONE to help the other people was just wrong!
I attempted to reach a supervisor and got a voice mail. I called today and sat on hold for over 45 minutes to speak with customer service. Someone finally picked up the phone and immediately hung up. It's a joke. They don't want to hear our feedback and if you haven't gambled enough to be a diamond member or 7 stars member, it's obvious that you don't matter to them.
This place stinks. Location-wise, it's in one of the most unfathomably dangerous and downtrodden east-coast cities - so be careful not to get lost trying to find the freeway! No fast food, no restaurants, very few gas stations (none of which are open after dark).
Slots are horrendous. It's easy to lose several hundred dollars in a nickle or penny machine without a single bonus round. The paybacks on the dollar machines are lousy and in my three visits there, I saw only one person win a $1,600 jackpot.
Unacceptable amenities for cafe and fast food options.
Player rewards accumulate slowly - for me $9 of rewards after playing through $500.
Ignorant and rude staff. Patrons are all chain-smokers wasting their life-savings and disability checks, and thugs from chester.
If you want a classy and relaxing experience, and would at least like to enjoy losing your money slowly over time or have a shot at winning, go somewhere else.