Complete nightmare at the Golden Gate on the 4th of July in downtown Vegas.
Had never been there before. Decided to get a card there and run some video poker. At the last second, before leaving the desk, I asked the woman to make me 2 more duplicate cards. She obliged, and handed me the two extra cards, making a total of 3.
I ran VP for about 3 hours, losing $227 in the process. I was in for $300, and it was 9pm. I thought there would be fireworks downtown, so I cashed out my $73 ticket and went outside.
Fail. There were no fireworks. I waited 25 minutes, and nothing. Idiots like me were standing there waiting, which made me especially think there would be fireworks. But there were none. Only thing close was a near-fight between a government-hating, homeless-looking, ranting weirdo and a middle-aged dude with a USA shirt on.
At about 9:25, I went back into the Golden Gate to continue running the VP. I was shocked when the player screen said, "Hi Todd! You have 0 points!"
I earned 2765 points, and I saw them count up. So I knew that something was wrong. I tried to pull the card and reinsert several times, but still 0 points. Then I thought it meant 0 points this session, but going through the menu I realized that, indeed, I had 0 total points. WTF???
Then I thought to myself, "I wonder if perhaps one of these three cards isn't really mine, and they gave me someone else's card!"
Indeed, that's what happened.
The above are the three cards I was given. Two were in my name, and ended with 792. The third was in the name of "Ariana Lopez", and ended with 793. I was unfortunate enough to grab the Ariana card to play with, obviously believing that all 3 were identical and mine. Notice that Ariana's card number is exactly one sequentially after mine.
Since it was a new card, Ariana had to have established her card AFTER me. Presumably, Ariana must have gone to the other Players Club rep (there were two), an extra card printed for her must have been left in the machine, and the rep helping me must have accidentally grabbed that card instead of one of mine.
I marched right over to the Players Club and asked them to help me. The same woman who made my cards was there.
She had the nerve to deny it and blame me, claiming that she only gave me two cards, and I must have picked up Ariana's card somewhere in the casino! LOL!!!
I asked her, "What are the chances that I would have accidentally picked up a card exactly one number higher than mine?"
She wouldn't answer that.
I also challenged her to check the camera, showing that she gave me three cards, and not two. She wouldn't agree to do that, either, but oddly kept blaming me.
I then asked for a supervisor, who came down.
I explained to the supervisor that I had two concerns:
1) I wanted the points I earned, which were worth $27.65.
2) The bigger concern: I wanted the offers I earned from my video poker play on a new card. These would be worth far more than $27.65. (For those who don't know, by "offers" I mean mailed weekly/monthly offers of freeplay, hotel rooms, and comp food.)
At first the supervisor seemed helpful. She said that she would return the 2765 points to my card, and would also transfer over my play. However, she said that this "wasn't a priority" and that I would have to wait over 5 hours until 3am to see it done.
When I asked why it wasn't a priority to fix a mistake THEY caused, she replied, "Well, you are a priority, I just have higher priority things to do right now."
I found it hard to believe that she couldn't find time relatively soon to get this done. I threatened to never return if she didn't fix this, citing that I'm a Seven Stars member at Caesars, as well as hold other premium cards at other properties (which I showed).
The supervisor responded, "We would hate to lose you as a customer, but that's up to you. I'm telling you I will get it done by 3am. If you don't like that and don't wish to return, that's your choice."
When I brought up that they needed to make this a priority because it was their mistake, the supervisor also blamed me, stating that I probably picked up the card at the machine I was playing at! I told her to check the camera, and she would see that no females were anywhere near the machine I played for the entire time (which was true).
I was very unhappy. I wanted closure on this. I wouldn't be back downtown for weeks, or perhaps longer, and wanted to know this was taken care of (especially the offer part). I had a feeling I was being bullshitted, and that in reality some (or all) of this wasn't going to be done . I especially had doubts that they could manually move the play over from Ariana to me.
I asked for her manager, and was told to go over to the pits and ask for the casino manager, which I did.
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