Shorelines Casino Belleville — Attraction in Ontario

After I sold my house 6 months ago, I chose to move to the Belleville area so I could spend my retirement playing the slot machines. To date, I have easily put over 100K through their machines. They liked that and paid me $300 a week in free plays, sent me offers like a resort in the Bahamas, or 4 nights in their own local resorts, etc, etc. I felt appreciated as a client they wanted to keep coming back.

3 months ago I was playing 2 machines at the same time, playing and stopping them as quickly as the machines would allow, when someone complained because they didn’t want to play any of the other 300 empty machines, they wanted one of my 2. The slot attendant checked into it and came back to inform the person that she had spoken to her boss and as long as I was “Actively” playing both machines, I was permitted to do so. Today however, was a different story. I was told that if anyone else wanted to play one of the 2 machines that I was playing, I would have to give one of them up! So which is it??? It doesn't really matter now, as I was surrounded by a slot attendant, a floor manager, and get this: a security guard! What kind of business calls security for a situation like a 70 year old with a complaint? How embarrassing not only for me at the time, but it must also be embarrassing for them now as people read this review. If you agree, please click the "Thumbs up" icon below.

Anyway, I explained what the the decision was 3 months ago, and informed the manager that if I was forced to not be able to chase my by then sizeable investment in the hopes of obtaining at least one jackpot, then I would never return. Their response although polite was basically, “We don’t care”. So that’s what I did. I cashed out, redeemed my hundreds of dollars worth of earned food credits, turned in my player’s cards and walked out never to return.

Shorelines Belleville has over 300 negative 1 & 2 star ratings here. I find it very interesting to note that they haven't bothered to reply to the negative ones, but I do know why they haven't. They just don't care, because there are a hundred other suckers ready to replace you. To them you are no more than just another monkey trained to push a button, and you can easily be replaced. Do not be lulled into a false sense of feeling that you are appreciated. You are not.

Well, I must have struck a nerve. The Belleville Casino actually responded to a negative comment here!!! Maybe the reader should jump ahead to read their response below now, and then come back to this paragraph. Most businesses appreciate more, the customers who spends the most money at their establishment, which may be unfortunate for the guest who may show up once or twice a year and spends just a few pennies each time, but it's really just “Economics 101". You show appreciation to your larger spenders like the real casinos do. An organization as large as “Great Canadian Entertainment, (owners of Shorelines Casinos), should certainly have people who understands this, but apparently they don’t. And for God's sake, you don't call security on one of your very frequent visitors when they are quietly playing, and not bothering anyone!!!! What the hell is wrong with you people? My final words are, "IF" you have rules, make sure your staff and visitors are aware of them, so situations like this...

My mother and I decided to go to the casino for lunch. She is a Gold Axis Member and the last time she visited with her friends the host for the Buffet informed her that she should consider using her points the next time she dines at the Buffet. She told me about this and invited me to go with her.

When we arrived, the host this day wasn't at her station and didn't greet us when she finally arrived and simply stated, "Axis cards and government issued ID". After she took our cards, she stated the price for the buffet. Instead, my mother responded that she would like to use her points. The host began to lecture my mother about needing to be informed about using her points before the transaction.

When would have been the opportunity for us to inform the host of our desire to use points? There was no salutation, no introduction, just demands and lectures. Even then, why leave it to the customer to have to tell you? Why not inquire and find out what the customer may desire? An opportunity to engage with the customer and provide customer service instead of processing customers like parts on an assembly line.

We were the only ones in line, nobody ahead of us, nobody behind us, so you would think this was a fantastic opportunity for the host to greet us find out our reason for the visit and possibly notice that my mother's Gold card may have enough points to use for a complimentary buffet.

Furthermore, after the host obtained my mother's signature and the transaction was over, we were left to wonder what to do next. The host did not seem to have any interest in seating us. So we found a table by ourselves. The oddity of this gesture was not lost on me as I saw the host seat several other guests later, while I was eating.

Perhaps, we were not worthy of her service? Perhaps she was having a bad day. Ultimately, it made our experience here less than average.

What did help was the service of the friendly servers inside the Buffet, that greeted us, were able to get us some condiments, asked us how our meals were and kindly cleared our table.

The hospitality industry can be fickle and the difference between industry leading and entry level customer service can be a simple Hello...

I’m writing this review to the Management of this establishment. We visited June 26th, 2023 around 830, I walked in with my husband and I’m currently 7.5 months pregnant. We are South Asian, I’m 36 years old. There were three securities in the front, one of them checked my husbands ID and the another person named Dylan Gross, checked mine.

He looked at mine and asked for my age, he asked for my last name and I gave it to him. We were cleared to go inside and later followed me to the restroom, waited until I got out and asked to see my ID again. At this point I was frustrated, I asked him do you need couple different verification because I can show it to him. He said I’m within my rights to check my ID but didn’t give me an explanation as to why. He used something to check the validity of the ID.

I’m very offended by this treatment, I don’t see why a pregnant women would walk into a casino with a false ID. We mainly went there to eat but was so disappointed with the experience and left shortly after. We’ve been to many different casinos and had never been treated the way we did here, we felt un welcomed based on our race.

The individual had 0 empathy, he was extremely arrogant and dismissing to any questions we had for him. I would like this incident thoroughly investigated to ensure it’s prevented moving forward and avoid a pattern that we believe this particular establishment has set. I would also recommend getting a device where you can scan the card like other casinos have to avoid this inconvenience...