Complaints
This profile includes complaints for Atlantis Casino Resort's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
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Submit a ComplaintThe 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.
Initial Complaint
Date:03/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 staying at the Atlantis and I had two friends come over and while i was gone they went down to the casino lobby and proceeded to do drugs and over dosed and got taking to the hospital I found all this out on my arrival back to the resort. I proceeded about my night. I went down stairs when I was surrounded by security and told j had to leave cause of other **** actions in a public restroom. When they where off doing there own thing and so was I. And they did not refund my money and kicked me out at 9 o clock at night. With all my belongings. I left peacefully. Now j have to go find another hotel cause it is to cold to sleep in my car. Seeing how it just snowed last night.
Business Response
Date: 03/25/2025
Dear Better Business Bureau Accreditation Services,
Chance Ohles claim to receive a refund of $1,559.98 is incorrect. This guest was only charged for the two days his room was occupied in amount of $303.32, so no refund is owed to Mr. ***** Due to safety and security concerns, we have 86d Mr. **** and his friends as our protocol dictates. Should this guest return to the Atlantis, law enforcement will be contacted for an arrest.
Thank you,
Atlantis Casino Resort Spa
Customer Answer
Date: 03/27/2025
Complaint: 23085152
I am rejecting this response because: I accidently hit the one infornt of that. And they did give me a refund for one day but not the other. I still do not get why I was kicked out that had nothing to do with me I wasn't even there.
Sincerely,
Chance ****Initial Complaint
Date:11/14/2024
Type:Status:ResolvedMore info
Complaint statuses
- 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.
We Checked into the Atlantis casino in Reno Nevada on Wednesday, September 25. Shortly after our arrival, we asked the front desk personnel if we could bring our bikes from our truck into our room. They verbally approved our request. My partner retrieved the bikes while I stood inside the double doors. As he attempted to bring the bikes into the front doors, a security guard pulled up in golf cart and yelled at him that no bikes are allowed. My partner stated that the front desk said that it was okay and that we were guests, but the security guard insisted it was forbidden. He directed my partner to a bike rack and instructed him to lock the bikes there. My partner expressed that he was uncomfortable, but the security guard assured him the bikes were safe because they were under surveillance and a camera present. My partner reluctantly locked the bikes and continuously checked on them throughout the night. At 1-2am our bikes were stolen. After speaking to personnel, we asked to talk to security manager. Aaron T**** arrived and assured us that we had performed our due diligence and that management will most likely approve our claim & that we should prevail. We went to the local bike shop and provided them with an estimate in the amount of $14k, for two roubaix Italian distance bikes. After over 6 weeks of waiting for upper management to reply, and after contacting the ceo, the GM called and stated they will not cover the loss, and that we should contact our own insurance provider. This is an unacceptable resolution as my insurance company assured me that my rates will increase, and I may lose my home owners insurance due to submitting a claim. We appreciate your assistance with replacement of our bikes as they are clearly responsible for our loss, as we would not confront security by disobey rules. We work in a hospital and do not question security. We were discriminated against because we witnessed 2 bikers bringing their bikes in the same door who were not refused.Business Response
Date: 11/21/2024
Dear Better Business Bureau,
Our Team has been in contact with **** ******* advising her that the results in our investigation have led to the identification of the suspect involved with the theft of her bicycles. To assist **** and her partner, we are currently working with local authorities (RPD) to gain their help in locating the thief to recover her bikes and assist in prosecution of the theft. We apologized to **** and her partner for conflicting messages by our Team when they asked for guidance on where to secure their bikes and will continue to seek a fair resolution to this matter.
Thank you.
Customer Answer
Date: 11/21/2024
Complaint: ********
I am rejecting this response because: the bikes were stolen due to their security officers interference when we were trying to bring them into our hotel room. With regards to the theft, they informed us within 1-2 weeks that they identified the thief; however, he has still not been found. Since it has been over 2 months since our bikes were taken, we have understandably lost hope that they will ever be recovered or returned in the same condition as when they were stolen. When the bikes were taken, there was a promise by the security manager to submit a claim to their risk team for consideration of full compensation. Along with the claim , the manager requested an estimate of replacement bikes and assured us that Atlantis would most likely cover the loss due to their negligence. Please proceed with the next steps.
Sincerely,
**** *******Business Response
Date: 11/27/2024
We have recently received documentation that we requested from **** and will provide a response after we have had an opportunity to review it.Customer Answer
Date: 12/02/2024
Complaint: ********
I am rejecting this response because they are still in the process of providing a resolution. While they had initially promised to reach out last week, the timeline has now been delayed to this week.Sincerely,
**** *******Initial Complaint
Date:08/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- 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 8/3/2024 my boyfriend and I went to the Steakhouse in Atlantis. Besides the bad service, the server/establishment commuted tip fraud. I had left a $30 cash tip for the ****** because the server was absent, distracted and did not provide acceptable service. We waited long periods of time before receiving food, that was consistently cold. The soup, escargot, the mashed potatoes, and both steaks. When the food was served, it was served by the ****** as it had sat waiting for the distracted server. My boyfriend ended up getting food poisoning within 1 hour of leaving the restaurant and had cramps, vommiting, and diarrhea all night and all the next day. I tried to get in contact and rectify the situation but they refused to acknowledge any wrongdoing with tip fraud, as well as unsafe food practices. The bill was $318.30, but arrived on my statement as $378.30. Atlantis has refused to look into the tip fraud as well as the food poisoning issue.Business Response
Date: 08/30/2024
Dear BBB *************,
The Atlantis takes matters of this nature seriously. When **************************** brought her claim to our attention, we conducted a thorough investigation, including surveillance reviews, and found nothing to support her check fraud claim. Our evidence clearly shows that the server picked up the check presenter and took it directly to the cashier station, where the check was closed promptly. There was no evidence of any altercations taking place on the check.
When our Assistant Director of Food & Beverage spoke with the guest about claims of food illness, the guest shared that their meal that day consisted of food packed from home for their long drive from ******,******. Its possible this may have caused their illness if proper food safety measures were not taken. Additionally, we had no other reports of food illness that evening. We hold ourselves to the highest standards when maintaining proper food safety in all our Atlantis venues.
Based on our findings, we stand firmly behind our decision to not issue a refund for the disputed amount. Thank you.Customer Answer
Date: 08/30/2024
Complaint: 22183121
I am rejecting this response because: Atlantiss response about our conversation was not correct. We did not arrive that day, we had been in town for 2 nights. We did not eat food that was packed over the course of the drive from home. In fact that was the only prepared meal we had had all day. The only food prior, had been packaged snacks from being on the road that did not make us sick prior. Snacks including raisins, crackers, and chips. The food we received had clearly been sitting, especially when it came to the chicken tortilla soup, and the steaks. The waiting in itself is why we chose NOT to tip the server on my card, and why we opted to leave the ****** a $30 tip. If they reviewed the footage theyd have seen us waiting for over an hour and a half for our food. Then theyd have seen us wait for our steaks to be served after sitting by our table waiting to the server who never came. Our server had 3 tables from what I could see and no other table waited the lengths in which we had to, especially the table he was having personal conversations with that left us waiting in the first place.
Sincerely,
*****************************************Initial Complaint
Date:06/27/2024
Type:Status:ResolvedMore info
Complaint statuses
- 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.
We had a host at the Atlantis casino that was highly inappropriate. His name is ***. I talked to his boss about his rude behavior months ago. He said he would assign us a new host. This never happened. I talked to a manager about this issue and she said she would talk to the supervisor and assign us a new host.. This never happened. I followed up with this manager two more times and we still dont have a host months later.They have a bartender at the sportsbook bar that is very rude. His name is *****. He has been rude to me several times. He has been rude to other customers and employees of **********************. A Manager told me he didnt know what to do about *****. Interesting.I think Atlantis is the best casino in ****. The restaurants are easily the best in town for any casino. Atlantis has the best steakhouse in town, the best seafood restaurant in town and the best buffet in ****. Other Atlantis restaurants are excellent. The poker room is run very well.Management has been unresponsive to my concerns which is disappointing to say the least. I am surprised I cant get management to resolve some relatively minor issues over several months of trying when management does so many other things very well.Business Response
Date: 07/01/2024
After receiving the BBB letter, management contacted and met in person with *********************** to apologize, take action, and address his concerns, including assigning a new host. Thank you.Customer Answer
Date: 07/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:04/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- 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.
In 2023 I frequently gambled at Atlantis casino. The *** money I gambled there was just shy of seven hundred thousand dollars. On one occasion I won 70k . I was exited as I had never won this amount of money before. Before cashing me out they proceeded to perform an investigation on my machine and took an extremely long time to pay me out instead of congratulating me. The next morning I got a call from a particular manager who explained to me that my behavior would not be tolerated and that I had one more chance to behave. The only thing I had done was ask them seriously when they proceeded to do their investigation. I took heed of their warning and continued to frequent there on my best behavior. On one occasion I was gambling and a gentleman with a group of friends came up to my machine and pressed the button gambling $20 of my money. I told him what the heck man his group proceeded to yell and get violent towards me threatening to kick my a** all of which was on camera of course. Security came by and I explained what happened and that I was a VIP minding my business. Instead of throwing the group of drunk thugs out, the same manager that called me came over and 86ed me from the casino.Business Response
Date: 04/25/2024
********************** was banned from our property for a number of issues which included threats to some of our guests, team members and threats to do physical damage to our property.While its in the best interest for any gaming establishment to maintain relationships with its patrons, there are times in which safety supersedes these relationships. We had several discussions with ********************** prior to making this decision which didnt give us the needed results to maintain the relationship. We only wish ********************** the best.Initial Complaint
Date:04/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- 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 visited the Atlantis Resort Hotel and Casino Saturday April 20, 2024 around 9 am gambled for a little while and then left around 10:30 am during the time I was gambling I found a black apple iPhone with a black case and before I left the casino I turned in the phone to the hotel check in front desk to a lady with blond hair and glasses who said she would get it to security. When pulling my phone out of my pocket to turn it in I dropped $100 dollar bill that I forgot I placed in the same pocket as the phone. When I realized what I had done it was the afternoon around 3 pm so I called and asked security if anyone turned in my $100 bill which they replied no. Around 7 pm I called and asked the security if anyone had turned in a black apple iPhone with a black case which they responded no phones has been turned in that day so I explained I was the one who turned the iPhone in and was asking because I wanted to find out if they also found the money I dropped so they connected me to the Hotel front desk and the lady on the phone said no phones has been turned in that day. I know I turned the phone in and I know I dropped my money at that same time but how do I expect them to do the right thing if they never reported the phone I turned in so it seems to me somethings not right here.Business Response
Date: 04/25/2024
After a thorough investigation we determined that the iPhone in question was turned into Lost & Found later that evening after being dropped off at the Main Cage by Front Desk Staff. During the investigation we determined that the phone was pulled from a purse and not a pocket. In addition, we did not observe any currency falling out of the purse as the phone was removed prior to turning it into Front Desk Staff.
If you have further questions, please reach out to our Security Team directly at ************. Thank you.
Initial Complaint
Date:02/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- 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.
The Atlantis Casino is selling alcohol products under different names then what is served at their casino bars. They are pouring ***** d'Oro ******* but the receipt says ******************. They are pouring Lauginita"s IPA but the receipt says **** IPA. They are pouring BY *************** but the receipt says Cloud Chaser, This is clear copyright infringement and trademark infringement. The Food and Beverage Director is ********************* and he should know better.Business Response
Date: 02/27/2024
Good morning,
May we please request your contact phone number so we can discuss this with you further? Or if you prefer, please contact our Food & Beverage Assistant Director at ************. Thank you.
Initial Complaint
Date:01/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- 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.
We came to the ************* at Atlantis and used the automated reservation machines that are along the waiting line to pay for dinner. When we paid via the machine, it showed a message your reservation is complete. We then saw there is a separate waiting line, different from the waiting line that we had been waiting in, with a sign reservations. Given the message we received when we paid for dinner (your reservation is complete), we moved into this line. However, when we got to the front desk, they told us his reservation line was for advance reservations only and when we noted there was nothing to indicate that, the manager said there was nothing they could do. They told us we had to go back to the waiting line that we were initially waiting in. Before making the reservation, we have already waited 40 min, and then waited another 20 min in the reservations line before being told to go back to the previous line. At this point, we had to go back to the end of the line because we lost our spot when we switched to reservations line. We then had to wait another 1 hr and couldnt cancel or leave because we already paid. It was absolutely ridiculous - we ended waiting for 2 hours because is misleading information provided by the restaurant, did not receive any help whatsoever from the employees and had to pay $200 for a horrible experience without being able to just get our money and leave. Under no circumstance would we have chosen to wait 2 hours with three little kids nor would we have switched lanes if the restaurant sign did not indicate that we needed to switch to the other line.Business Response
Date: 01/08/2024
Good afternoon, unfortunately we were not able to locate your check in our system based on your information. Please call us directly at ************ so we can assist you with this further. Thank you
***********************
Corporate Director of Food and Beverage
Initial Complaint
Date:12/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Our family went to Atlantis ************** dinner buffet on 12/26/23. There was a short line, and staff told us to pay in advance from the machine outside the line. After doing so, the line got much longer. We waited for over an hour to get seated. All the people in front of us waiting in line apparently did not have to pay in advance and paid only when they got to the cashier when it was their turn to enter the buffet and be seated. As a result, I waited much longer than I had to. Most importantly, I was not able to return those buffet I purchased and go for other food options. For an hour, our kids were crying and we were all hungry waiting in line. If staff did not make us purchase the buffets in advance, we wouldve been able to pursue other food options. We were forced to pay for food in advance not knowing that we had to wait over an hour to get seated and get food. In fact, we were misinformed that we must purchase the buffet tickets from the machine in advance, which later we found out we didnt have to do that. While waiting in line, we discussed with one of the staff about this issue and wanting to return the buffet tickets so we could go elsewhere, and the staff appeared to not understand us or cared enough to get management involved to understand our concerns.Business Response
Date: 01/03/2024
**********, I would like to apologize for your unfortunate experience regarding the wait ************ in *********************** Buffet the day after Christmas. The holidays are a very busy time at the Atlantis and its likely that the crowd level also played a role in the adverse effect. Im not sure who you spoke with on that day, but I would like to invite you to contact me personally so I can learn more about your experience and we can resolve the matter to your satisfaction. We would also like to extend an offer of a $100 dining credit to be used during a future visit as a gesture of our appreciation of your patronage. Please give me a call at ************** so we can coordinate getting that certificate sent out to you as soon as possible. Sincerely, ***********************, Corporate Director of Food and Beverage **************Initial Complaint
Date:06/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- 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.
This incident occurred on 6/19/23 at approximately 12pm. I bought a Truly Hard ******* from a casino bar. When I read the receipt, it read as a High Noon. I asked the bartender if he'd made a mistake. The bartender replied, "No, we don't have a button for Truly". I consider this fraudulent. Could you please investigate this? I didn't want to bother the manager as it wasn't her faultBusiness Response
Date: 06/22/2023
Good morning and thank you for taking the time to share your feedback. We have checked our records extensively, and we are unable to locate the transaction you are referring to. Please, would you send us a copy of the receipt in question so that we may better address your concerns? We also encourage you to reach out to our F&B ***************** directly at ************ so that they can assist you. We do carry both Truly Hard Seltzers and High Noon seltzers. For the convenience of our bartenders, the *** keys for the drinks are located right next to one another on the register screens.
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