Suncoast Casino blew it tonight and violated regulations of the NGC regarding a drawing. I first complained to management and when they did nothing I called the NGC and they immediately sent over an investigator. The outcome of regulatory matters is kept confidential, I was told, but the NGC says Suncoast blew it. Below is my post on Yelp and what I told the NGC:

I am troubled by the lack of customer service exhibited by a manager in the casino. During this evening Slot Shift Manager Eddy Pais was announcing that the cutoff time for entries in the "Celebration Spin" drawing was 8pm.

At 7:58 PM I went to a kiosk to swipe my Players Club card to activate my entries, but the machine failed. I immediately went to the Players Club booth to report the problem and to have them activate my entries. The booth representatives including the Manager "Inna" confirmed that I was there reporting the problem at 7:59. This was not the first time a kiosk failed to register entries, by the way.

But when I informed the booth representative about the problem they showed me what they called "new rules" that all entries were due by 7:45 PM.

Keep in mind that Manager Pais was announcing the 8pm cutoff. In fact at 7:45 PM I was actively playing on the casino floor.

What Suncoast did, whether they acknowledge it or not, is kept many players from activating their entries and disqualifying themselves from the drawing.

Both Slot Shift Manager Pais and the Players Club Manager said nothing could be done.

Pais maintained his announcements over the PA system didn't matter and only the official rules count. But both Pais and the Club Manager concede the rules were just changed.

I and many other players were cheated out of our entries because of this incompetence.

When they refused to activate my entries I asked that they summon a representative of the Nevada Gaming Commission and Pais refused my request. Instead, he gave me his business card with the number of the NGC written on it.

This is poor customer service, especially for managers. I have been an active player at Suncoast but this SECOND instance of a kiosk failing to register entries and the negative way that two casino managers handled the problem after announcing false info to all the players in the casino now makes me reconsider playing here.

I'm not a "small player." I have Seven Stars status with Caesars and Chairman status with Station Casinos.

Suncoast certainly knows how to kill a relationship with a customer with a lot of playing potential.

I did follow up with a complaint to the Nevada Gaming Commission. A casino shouldn't have entry kiosks failing and managers shouldn't be announcing false and misleading information to players. In fact the NGC investigator I spoke with said the casino needs to be clear about its posted rules. Manager Pais should not have been announcing incorrect information about their drawing rules. The NGC says this is a regulatory issue.

You blew it, Boyd Gaming. Shame on you. Treat your customers better and get your rules straight... especially with your managers.