Shorelines Casino Thousand Islands — Attraction in Leeds and the Thousand Islands

Went there May 19 2025, enjoyed dinner, then went to play slots. My husband sat down , placed $50.00 in the machine placed 2 bets then says to me hey the machine is going on its own.The machine then said he had a total of $5.48 left. He had only pushed a 2x bet on a penny machine. Another patron along with myself tried to push the service button only to have to go and find service personnel as the machine was frozen. When service personnel came over and told us they would go through the machine for betting history. We tried to explain that the machine was playing itself. They then came back to tell us that because several people pushed the total of seven times they would not refund his money. The witnesses and my husband tried to explain the story several times only to asked by security to leave. We asked for a manager. Now what I didn't tell you is that one of the witnesses was playing another machine only to have it do the exact same thing while personnel was there. He was compensated but my husband was pretty much called a liar and baned from all Great Canadian casinos. I asked to speak to management or a number I could call to complain and I was kicked out. I have to say it saddens me that they took the fact buttons were pushed so you must have placed a bet. It couldn't be possible that a machine breaks down , that a customer would lie over a small amount of money like $50. The service personnel doesn't listen to you , and doesn't take into account you might have had to push buttons to try and get service. Yet noticed even the service button was frozen. I want to warn everyone going that since this visit friends and family have had similar experience to only have the same results. These casinos need to remember that machines aren't always reliable. Not all people are liars and really unfairly loosing their money. Yes casinos are where people loose money , but to loose money to a broken machine and have no recourse for machine failures is just robbery to me. Then to be insulted and treated like criminals is outrageous. I wouldn't lie over $50 and if they had of done the right thing and credited us minus the two $1.76 bets he did place, we would have spent it there anywY loosi g through placing legal bets. It is the principal of the matter that makes me most upset. That every person that goes through this issue is in the wrong unless you have service personnel standing over your shoulder when the machine breaks down. Terrible way to treat honest hard working...

To: Management, Shorelines Casino Thousand Islands Subject: Formal Complaint – Unacceptable and Unprofessional Experience on July 20, 2025

Dear Shorelines Casino Management,

I’m writing to express my deep frustration and disappointment with the unacceptable level of service I received during my visit to your Gananoque location on the evening of July 20, 2025.

I have been a loyal patron of your casino since the day it opened. Over the years, I’ve witnessed a steady decline in both the professionalism of your staff and the overall customer experience — but what happened during my most recent visit crossed a line I never thought I’d see in an established gaming facility.

At around 7:30 p.m., I approached the cashier’s cage to cash out $125 in chips. I waited for over 12 minutes with absolutely no staff in sight. Eventually, I noticed a sign saying someone would return at 7:45 p.m. — meaning a single guest, at the end of their evening, is expected to wait 15 minutes (or longer) just to cash out. This is not a corner store — it’s a casino. And leaving a cashier’s cage unattended during operating hours is not only unprofessional, it’s absurd.

When I flagged down a manager — a woman with dark hair and heavily tattooed arms — her response was equally appalling. Rather than apologizing or making any effort to assist, she became defensive and dismissive, telling me the cashier was on her 15-minute break and that they “don’t have the staff.” I told her I had already been waiting nearly 20 minutes, and that this was simply unacceptable — to which she offered no solution, no accountability, and certainly no professionalism.

Let me be clear: it is not the customer’s responsibility to adjust to your staffing shortages. And it is not acceptable for a guest to wait half an hour to cash out, only to be met with attitude and excuses from a manager. If this is how your leadership handles a simple service breakdown, it’s no wonder the experience at this casino has deteriorated so badly.

The message this sends is loud and clear — your staff’s time matters, but your guests’ time does not. That is a fatal flaw in any service industry, let alone one that relies on customer loyalty.

After decades of visiting your casino, I will not be returning. I hope you take this feedback seriously, because what I experienced was not just poor service — it was a complete failure of basic operational and managerial...

to the owner of this establishment, clearly I feel strongly that I may get some kind of apology from you after my encounter here at your casino. I arrived at the casino and things seemed fine, I found my game and began to play the slot when all of a sudden this older French man who was playing 2 slots down from me made a comment that I was pressing my buttons too loud and that I wasn't the only person here. I made a quiet comment saying, did he say something to me then I went back to playing my game. all of a sudden, this same man started saying, (hey you, hey, hey you louder and louder and kept trying to get my attention, so I know he was gonna bother me so I tried to ignore him cause I knew what happens if you talk to people like this, so he got up continued saying louder, hey you, hello!!! hey, hey you and walked up to the side of my face near my console and said I am asking nicely can you press those buttons quieter, I said no and felt unsafe at that moment and I still had over 120 dollars still to play, but I was uneasy for the rest of my stay here at your casino, there was security guards all over the place, yet no one did or said anything, just allowed it to happen to me. so I said to 1 of the security guards, this man came up to my and was raising his voice at me and came right up to my face and I feel unsafe here, he stared at me blankly for several seconds, then said I'll let my supervisor know so they stood there 10 feet away, saying nothing, not apologizing for me feeling unsafe there, they just stood there for about 10 minutes, then just walked away. I couldn't believe that this was even possible with cameras everywhere, they just didn't seem to care. I was upset and felt attacked by this man verbally, he was rude and loud and embarrassing me in front of everyone and made me feel small. this shouldn't happen in any casino. they clearly knew this was happening and allowed him to treat me this way. I am very unhappy and concerned the next time I want to come here. why, Mr. owner is this kind of thing allowed in your establishment??? please grace me with your answer. why did I deserve that? why was there no apologies from the supervisor, or anyone. no one should ever feel unsafe in...