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  • IF YOU ARE A GAMBLER, GO ELSEWHERE! I wish that I could give this place no stars. I am sure that the hotel rooms are posh, but this place has HORRIBLE customer service. My friend and I signed up for the Club Identity promotion which provides new members with 100 dollars in free play if you lose 100. Signing up was not fun because the Club Identity rep was incredibly rude and condescending. She kept cutting us off mid sentence. We each lost our hundred fairly quickly, but when we came to redeem the free play, they refused to give it to us because we has not lost enough. We each started with 100 and played until it was gone. However, according to Club Identity, my friend only lost 95 and I only lost 80. When we explained that we both started with 100 and lost the full amount, they said that a slot technician would need to verify the losses on each machine we played- we played quite a few. She then asked us if we understood what a net loss was. Seriously? It's too bad that such a beautiful hotel has such terrible customer service. I am a Noir player at MGM and was interested in checking out this casino, but I won't be back. In fact, we refused to pay a penny more to get the free play we already should have had. We have been waiting for about 30 minutes now while the slot tech checks every machine. Stick with the MGM chain or Venetian/Palazzo. Both of these groups understand customer service and treat players like royalty.
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