ComplaintsforMaryland Live! Casino

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have called a few times and been on hold to max times required to leave a voicemail. I never received a call back. I checked in 11/172023, we were informed we would be charged 545.75$ this included our 395.75 room fee and 150 incidentals as a hold. We asked to split the payment and provided our bank card for the incidentals of 150 and a credit card for the room charges of 395.75. The room fee of 395.75 cleared my credit card immediately. The next day around 7 am we woke up and started to get ready to head home for our children's sporting event, the card to turn lights on was not working and neither would the blow dryer no matter where we plugged into. The only lights we had were the bathroom. We decided to just pack up and go, with wet hair i walked down to checkout with the font desk around 8 am. I informed the employee of the electric issue and the blow dryer and I was immediately asked if I called down to the desk or not, i informed him I didn't have time to wait for someone so we decided to check out and inform the staff for the next guests. I received nothing but disrespect and attitude from the employee regarding my issue, not even an apology for the inconvenience. Upon returning home after our event Saturday we noticed that we still had the 150 incidental charge pending on our bank card but there was also an additional charge for 245.75 pending on our bank card. We have a family of 5 and the additional 245.75 charge has now put our family in a bind to provide meals and school lunch for our children. In total, your place of business cost me $791.50, for a 1 night stay less than 24 hours in length. I would like a receipt, an explanation and my 150.00 and 245.75 returned immediately. I will be reporting this incident and lack of response to the Better Business Bureau.

  Business response

  12/06/2023

  The guest arrived at the hotel for her stay and authorized $545.75 to her ****** ****  which declined. The Front desk then authorized $395.75 to the same card and $150 charge on a **** card ending in 8914.  At check out, the guest mentioned her issue to one of our employees. He said he had apologized for the incident and asked if she had reported it to the front desk.  He mentioned she was frustrated and in a hurry, to leave. When charging the room and tax, it was charged to the **** card ending in 8914, releasing the $150 hold as well as the $395.75 to the ****** ****.
  
  Guest called the contact center and she was transferred to the front desk.  She spoke to the aforementioned employee and discussed her experience and also mentioned the wrong card was charged.  This employee said his interaction with her was for about 10 minutes and he tried to explain the charges to her, but she kept cutting him off.  He then escalated the call to Assistant Front Office Manager who spoke with the guest and came to mutual terms. The original employee also asked the guest if she would like the ****** **** to be charged and the **** refunded, and she said no.
  
  In the complaint the guest mentioned she removed the key card at the entry of the room.  This card serves as an override to all the switches in the hotel room should facilities need to work on an outlet. The fob also states to insert card for power, which is attached for reference. This card is separate from her room keys and is not necessary to get in and out of the room.  Once the card is removed it takes 30 seconds before you lose power the power returns as soon as the card is replaced.  There were no work orders placed for the guest during her stay and we were not aware of the issue until guest checked out.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My issue is with live casino online gaming at PlayLive.com. I asked them for any W2G forms and my win loss statement for 2022 being as I have a ban on my account through the gaming control board and they asked me to fill a form out and notarize and send in. I have done that and was able to receive the W2G form via mail. Now when I ask for my win loss statement they keep auto sending me the same email to fill out that form. I have already done that and I can’t get anyone to solve my issue. In order to claim the taxes I need my win loss statement as well. Can you please help me reach someone who can help me? When I try to live chat no one enters the chat. When I call the casino in Maryland they say they don’t deal with online gaming and when I email the support chat they auto send me the same thing I have already done. I’m at a total loss. Please help.

  Business response

  02/28/2023

  
  Hello Ms. *********-
  Thank you for taking the time to address your concern. According to our records, this issue has been successfully resolved. We take all customer complaints and concerns very seriously and we appreciate your patience. 
  Thank you

• Initial Complaint

  02/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  MD Live issued my wife and I Gift Card’s due to them violating my wife’s handicap rights at one of there shows. They did this to encourage us to come back. However we did finally comeback to give it another try. Went to dinner to use the gift cards at the prime rib. Of course we went all out considering we are suppose to have $150.00 in gift card balance. We’ll come to find out the gift cards they gave us were no active. The waiter and manager tried to run these Gift Cards and said that they were inactive gift cards. To say the least I will not be returning and will make everyone aware of my experience and how awful this has been for my wife and I. Social media is a gem and so is any other Avenue I can find to express how awful this place is. I want the full amount you ************ said you sent in those inactive gift cards to try and right your many wrongs. If you need proof of emails sent to my wife just make me aware and I will send the whole discussion.

  Business response

  02/27/2023

  Hello Ms. *********-
  

  Thank you for taking the time to address your concern. According to our records, this issue has been successfully resolved.

  We take all customer complaints and concerns very seriously and we appreciate your patience. 
  

  Thank you.

  Customer response

  02/27/2023

  
  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

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I was at the casino playing. I accidentally doze off. I was awakened by several security personnel. They gave me the option to walk around and get myself together or leave. When I asked to speak with upper management I was denied. The security became hostile. I left the casino. Two days later I came back to the casino and made a complaint to management. I was told that the security staff broke protocol. They offer an apology and even awarded me 100 dollars in free comps. When I came back to use the comps they were no longer on my players card. I talked to management and was giving an eviction letter. I follow up with the head of security and I was told that I was evicted for 90 because I fell asleep on the slot machine. I been gambling here for years and never seen such treatment. I do believe the punishment is too harsh for sleeping. I need answers as to why

  Business response

  02/27/2023

  Hello Mr. ******-
  

  We appreciate your concern over the incident which led to your 90-day eviction from our establishment. I want to assure you that we take all customer complaints very seriously.
  We have reviewed all of the details regarding your incident at Live! Your current complaint omits some key facts. We stand by our decision to issue a 90-day eviction.
  

  Thank you.

  Customer response

  02/27/2023

  
  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

  12/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to the ************************* event June 18th for the 10:30 show. I received my email with instructions of what ******** to use depending on the section we were sitting. I am handicap and attended this event on a knee scooter so it was important to know where the ADA ******** was located. I spoke to the security guard at the casino ******** while we were still inside to inquire about entering at the door located in the casino per my map guidance. We were at that ******** because that's where the emailed map told us to enter. He told us we needed to leave the casino and head out to the hotel doors there. We made our way down there and inquired about the handicap ******** where another employee directed us back to the casino ******** where the handicap ******** is location on the map. After standing in line we were then told that we could not enter the show there. I was told I would have to go all the way outside and enter from there. I was already in even more pain from having to go back and forth and standing and waiting for nothing. Writing this literally has me in tears over the pain I suffered and the experience with the lack of handicap accessibility. Once we were outside we were told that we needed to make our way down to the street and go around to the far side tent to enter there. A gentleman that works there took us half way and pointed to where we needed to be. I felt very unsafe on that route and my scooter was wobbling on the raised parts of the sidewalk just trying to get over/through onto the ramp praying I didn't fall. From there we were in yet another line. I had surgery on my foot and can take steps in a fracture boot around my house/short distances and I had an injury to my back. I am supposed to use my scooter when I need to travel a further distance. There was hardly any room for our feet in front of our chairs. I have had both of my feet fused from multiple surgeries and have a limited range of motion. Leadership refuses to respond to my emails.

  Business response

  12/14/2022

  We appreciate you bringing this matter to our attention and apologize for the delay in receiving a response. Live! management will be reaching out to the patron to resolve this matter directly.

  Customer response

  12/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was contacted by a manager named *** on Tuesday December 13, 2022. He sent me an email as well as left me a voicemail. I called him back a couple hours later when I got off work and left a voicemail at the number that he instructed me to I also responded to his email. I did not hear back from him and sent a follow up email on Thursday, 15 December as well as Friday, 16 December. I have been requesting a response to determine when would be a good time to have a discussion about what has occurred. Yes they initially contacted me but it failed to follow up since the initial point of contact .

• Initial Complaint

  11/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 11/3/2022 I received a hand-pay of approximately $1600. I paid the taxes and received approx $1100. I asked the attendant to email me my W-2G. He said OK. I have not received my W-2G as of 11/6/2022. I called the casino and they said they are experiencing trouble emailing W-2G forms to any verizon.net email account. I called 3 times and was not able to get through to speak about this issue. Please email me the W-2G.

  Business response

  11/15/2022

  Consumer Response /* (2000, 5, 2022/11/08) */ Re: BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) External Inbox Bernard ******* <******************* 2:30 PM (6 minutes ago) to ************@************* I drove to the Maryland LIVE Casino and picked up a printed W-2G.

• Initial Complaint

  09/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  March 5th 20222. I was there with my brother Joel ****** . I spilled a drink on a table . I was very sorry for it . I was celebrating my dads recover from cancer. I was never mean or rude to anyone. I was leaving when the night was over . I went to get pizza . 2 women attacked me in line. I did not have any money on me. I have no idea why the women attacked me in the first place. It was a scary and frantic situation. Then security came . I told them what happened they told me we were looking for u cause u spilled a drink on the table. I was shocked . They saw me bleeding they did not even attend to me. The. The young ladies said . This is her right. The security guard knew the women. He let them go. I was attacked and given a life time banned . Yes I was mad at them for setting me up after the women knew him the tall one with the dreads and the heavy set supervisor . I have never spoken of this incident until the police came. When the police came they sided with the casino did not even tend to me. I was not bothering anyone . Why did this happen to me? Why is it that they get to pick on everyone single one who makes a mistake. I'm just a working women having fund and spending my money like everyone else does. Why did I get beat by women who security sent to me the night of March 5th at 3:14am ? They even told me we gonna make it so u never come back.

  Business response

  10/25/2022

  Business Response /* (1000, 5, 2022/09/16) */ This complaint is totally inaccurate. Live! Casino & Hotel takes matters of safety very seriously, this matter was thoroughly investigated by our Security team with the assistance of AA Co. Police Department. Unfortunately, we were unable to assist due to Ms. Crutchfield's claims being unsubstantiated. No aggressive contact was made towards Ms. Crutchfield and both patrons involved were ejected from the property following the incident mentioned. Ms. Crutchfield was evicted from the property due to her actions (spilling several drinks on a table, resulting in the table needing to be closed) earlier that evening. In order to preserve a safe environment for all our guests, our staff took to appropriate measures to ensure safety to all of our guests, including Ms. Crutchfield. Consumer Response /* (3000, 7, 2022/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was attack by a female in line at the pizzaeria at 3:41am. The had a drink thrown on me by the female friend. She then threw a glass at me missing me and hitting the pizzeria worker. I have a witness to this incident. I spilled 2 drinks only one was my fault. If the table closed down due to a spilled drink I am sorry it happens. I am not the only person who spilled a drink causing a table to close. Not only did they kick me out they banned me for life over a spill stink. I told them I was just attacked by the females who knew security. I even told the police when they came. I left peacefully . But they p permanently banned me from live . I was attacked that night they knew the lady came out of no. Where and pushed almost to the ground for no reason. It's all on camera . I did nothing wrong . Yes I spilled my drinks and I'm very sorry but I did not know it would get me attacked by those women and be banned. Live has caused me serious pain in my heart to do such a thing when I did nothing wrong except spill drinks. Business Response /* (4000, 9, 2022/09/20) */ Video footage of this incident has been thoroughly reviewed. It directly contradicts Ms. Crutchfield's statements. Ms. Crutchfield's was evicted from the property due to her actions. Both patrons involved were escorted off the property by members of our security team and local law enforcement. To reiterate, Live! takes matters of safety very seriously. In order to preserve a safe environment for all our guests, our staff took appropriate measures to ensure safety to all of our guests, including Ms. Crutchfield. We wish Ms. Crutchfield well, we remain firm on our decision.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a Retired Federal Government US Coast Guard Civilian Employee with a Disability. On 7/25/2022, I was kicked out of the Maryland Live Hotel and Casino for a lifetime with a $400 cash out ticket that I couldn't cash out at the time even after asking Security who handed me an eviction letter and escorted me from the Casino after having dinner at The Cheesecake Factory. I was so humiliated and asked the Security why I was being evicted. He said it was due to an incident on 7/10/2022 and Head of Security, Dwight ******* made the decision. I appealed the next day with the written letter to Dwight ******* and as of August 2, 2022, the appeal was denied. Although I was able to cash out the $400 ticket on 7/26/2022, the entire ordeal ruined my birthday with the $155 Free Slot Play, Reserved Concert and Reserved Gift. I reported to Hotel Security on 7/10/2022, that I was being stalked at the Hotel and Casino and also reported on 7/08/2022, 7/10/2022 to Mr. Cooper and 7/25/2022 that I was cold with body aches and head aches, concentration problems with my disability when the Casino Building was too cold. I was evicted the same day of my complaint about the building being too cold.

  Business response

  10/24/2022

  Business Response /* (1000, 5, 2022/08/19) */ Live! Casino & Hotel takes matters of safety very seriously, this matter has been thoroughly investigated by our Security team with the assistance of local law enforcement. Unfortunately, we were unable to assist due to Ms. O'Reilly's claims being unsubstantiated. Consumer Response /* (3000, 7, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) As a Patron of Maryland Live Hotel and Casino, I made a concern for my safety and security regarding someone stalking me as I have a right to do so. It is unjustified as to why Maryland Live will not allow patron's to inquire a safety issue of stalking to them and law enforcement if they were unable to secure an unlawful offense by the person who stalked me by banning me from Maryland Live. This is not normal business practices nor should a business be allowed to treat a patron this way; therefore, I reject Maryland Live's unsubstantiated response to my BBB complaint.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was gambling since May,27,2022 until June,2,2022 on slot machine 243204.I put $67,000 into the machine and it did not give me the correct payouts. This was not my first time playing the machine and I have put countless amounts of money into the machine.I have witnesses that can verify what was going on.I believe that this machine is broke and have been for a long time. This is not my first complaint about this machine. I put in a complaint about it back in March and nothing was done.I am also a Chairman Card member at the casino.

  Business response

  07/17/2022

  Business Response /* (1000, 7, 2022/06/14) */ We appreciate you bringing this matter to our attention. Please be advised that all of our slot machine payouts are set in accordance to the regulations of the Maryland Lottery & Gaming Control Agency ("MLGCA"). The performance of slot machine 243204 has been evaluated and has been verified that this unit is operating within the regulatory limits set by MLGCA. Should you desire, you may file a complaint with the Maryland State Lottery and Gaming Control Agency and it will investigate. The MLGCA has exclusive jurisdiction to investigate and address issues concerning slot machine payouts, so any such complaints must be raised with that agency. Contact information for the MLGCA is below: Maryland State Lottery & Gaming Control Agency Montgomery Business Center, Suite 330 1800 Washington Blvd., Baltimore, MD XXXXX (410) 230-8800 1-800-GAMBLER (426-2537) (24-hour confidential helpline) (410) 230-8798 (voluntary exclusion program) Web: www.mdgaming.com

• Initial Complaint

  02/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Jan 10th 2022 I was using a slot machine and while hitting the button the ring on my pinkie finger also hit the machine making a noise. Two security people next to me heard noise and saw pin holes around the button and immediately accused me of that. They told me I'd have to pay 800 dollars restitution. I thought I did it and gave them a voucher for 144 dollars and put me out. Two days later, I get a letter stating I owe 2584 dollars. After reviewing the situation here it why I'm innocent of this accusation. 1. The holes on the machine had to be done by a sharp object like a pick, knife, scissors not my ring because it is flat. 2. I was in two other machines and none of them had pin holes around the button. 3. If the employees had taken the time and compared the holes with my ring, they could see there's no match. They made a mistake and I want to be reinstated and get back my 144 dollars.

  Business response

  03/07/2022

  Business Response /* (1000, 7, 2022/02/25) */ This matter has been thoroughly investigated. After reviewing camera records, it is indisputable that Mr. ****** repeatedly struck the slot machine button with his fist, not his hand, as he stated. Moreover, his aggressive behavior damaged two slot machines. Full restitution of $2,584.73 is owed.

*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. ↩