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Business Profile

Casino

Hollywood Casino at Charles Town Races

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The 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.

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Complaint type

  • Initial Complaint

    Date:11/18/2023

    Type:Service or Repair Issues
    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.
    Bought 4 tickets to a ********************************* show with $25 slot play each. Casino refused to honor my tickets and give us the slot play. I want my $100 back. I am sick waiting for a kidney transplant. This is the wrong way to treat people. They ran us all over the casino, only to refuse to honor the tickets in the end. One guy even laughed in our face. I live 2 hours away. I can not go back and handle this in person.

    Business Response

    Date: 11/20/2023

    Good morning.  We are disappointed to hear of this complaint.  Management was not aware of the guest issue until this notificaiton.

    I was unable to find a player account in the name provider here.  A player account is required for issuing any Penn Slot Play.  

    So that we may understand how to best remedy this issue, we are asking for some additional clarification.  Were you able to see the show or were your tickets not honored at the door? 

    When you purchased the event tickets, did you also purchase the add-on for $25 Penn Slot Play for each ticket for an additional $15 each?  

    If your tickets were not honored at the door and you all were not permitted to attend the show, please provide your ************ Order Number. 

    If you were able to attend the show, then we can remedy this without needing your order number.  

    Thank you for allowing Management the opportunity to investiage this matter.  We look forward to your response and a timely resolution.  

    Customer Answer

    Date: 11/25/2023

    We were able to attend the show but was denied slot play. 

    Business Response

    Date: 12/08/2023

    Thank you for the additional information.  We are pleased to reimburse you the $60 you paid extra for the four PENN Play packets and to also increase the amount for a total of $100, as requested. 

    We will send a check for $100 to the Cumberland, MD address provided in this complaint via *** **.

    Thank you again for bringing this to Management attention. 

    Please take care.

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