ComplaintsforMount Airy Casino & Resort

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 7/16/22 at about 8:30pm we were playing a slot machine at the Mt Airy Casino the gave us a winning roll ( I have pictures and are attached) but no payout. We called for service and after 3 techs agreed but unable to fix the problem they called a casino floor supervisor who determined "it was too early for us to win" and it wasn't valid. We disagreed and I told her I had pictures and she became rude. We were annoyed but left the machine and moved calmly and not at all disruptive as I'm sure the casino cameras will show. This supervisor decided to call security and have us removed from the casino even though we were not causing any issues. They searched us out and when threatened by security I became upset and said "this is F-ing bull****" . That's it....and for this we were also kicked out of the hotel which in this area there is no place to go or other hotels. We were put in danger by being told to leave so late in the evening for no real reason other than they lied about the machine not functioning. I have reached out to hotel management and have not received a response. I have never been so upset and embarrassed. The staff was rude and lied. Security didn't even look at the photos to show the casino floor manager was wrong. I requested my room be refunded for the 1 night and they refused. That is $500 a night. I will not pay that and requesting a refund. I have also filed a complaint with the PA Gaming Control Board. We left as requested but I will not pay for the room or accept their behavior as a business that I paid for a service.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Me and my family booked a resort from July 1st-5th, we checked in July 1sr evening, when checked in we asked for house keeping to clean the room new sheets towels every day at 1:00pm, July 2nd we went to eat the pool had a good day, came back out room wasn't cleaned went down told them they said they will send house keeping over, they did, later on the evening my son is laying in bed playing his ***** games & says there a bug on the bed , I go over look its a bed bug inches away from him, I contact the front desk they said they will take off 106$ for the resort fees and will send house keeping over to change the sheets, July 5th I woke up with my wife went to wake up my son see some small stains by him look closer it looks like blood stains pick up the sheet there's another bed bug there's, took all the pictures from the 1st time and the 2nd time, my son has bites on his back, we pack everything up we have 3 big suitcases 4 bags 1 is full with electronics like **** ******** ****** virtual reality meta quest and other stuff, we went down told the manager what happened he said send him the pictures and he will lock the room and will have a exterminator test the room and will call us that night or next day, as we arrived home I went to go pull out the suitcases there's bed bugs on them, so now all my suitcases bags and car is full of bed bugs, I email the hotel saying what just happened no response, call next day they said they will call back, now day 3 still no response, now it will take me more than what I spend for the stay to replace stuff clean stuff and that's the money I don't have, and they are not responding and not taking full responsibility for this, we been in so many hotels resorts and this has never happened to us ever, and now we are stuck with no money to treat the problem and the hotel not taking responsibility for it, because they know we are right

• Initial Complaint

  06/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I went to the Mt Airy Casino in the Poconos on June 4th, 2022. Me and my friend were playing the game Spanish 21. I told the dealer that I wanted to play two hands and she said that I couldn't cause she said we were going to pass money among each other. The rules state you can play two hands but can not pass money among each other. The dealer took it upon herself to assume that I was going to do that before even dealing the cards. She then started crying for no reason and called security over. They then kicked me out and said I could not come back. They also kicked my friend out who was with me. I feel I was kicked out for no reason when I did not do anything wrong. I feel I was being targeted by security for an unknown reason. I feel that he had something against me with his negative energy. To me they was being racist towards me. I never had a problem with having to have security come to me.

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