Gran Madrid | Casino Torrequebrada — Attraction in Benalmádena

Scammed at Every Turn: Missing Winnings, Awful Service, and Zero Accountability!

My partner and I visited the casino in Benalmádena, expecting a fun night like we’ve had in other casinos in France (Trouville, Deauville, Sète). But from the moment we stepped in, things took a turn for the worse.

Upon arrival, we were given cards instead of the usual ticket system. We were told that, as first-time visitors, we would receive free credit on the cards. That never happened. So, like anyone else, we loaded our own cash onto the cards to play. While it's normal to put money into the machines, it was disappointing to be promised free credit and then not get it.

We spent a total of 200 euros on the slot machines over the course of the evening, and although we didn’t win much, we were still having a decent time. However, when my partner finally won 100 euros, that’s when the real nightmare began. The 100 euros simply vanished from his card. The system, of course, had no problem tracking all our losses, but when it came to winnings, it completely failed.

We went to the staff to explain what had happened, and instead of receiving an apology or any kind of real help, we were treated with suspicion, as if WE were trying to scam THEM. It was absurd! After explaining the situation, they still didn’t seem to believe us. Their attitude was completely unprofessional and offensive.

We waited 40 minutes (!!!) while they ‘looked into it,’ only for them to give us a ‘solo jugar’ ticket, which meant we couldn’t even cash out the 100 euros—we had to play it! We didn’t want to keep playing; we wanted the money my partner had won, fair and square.

We had to go back and ask again for the 100 euros in cash, explaining again that it wasn’t money we had put onto the card—it was winnings. After another 15 minutes of waiting, someone finally showed up with the cash and a half-hearted ‘sorry.’ No real apology, no compensation for our time, no drinks offered for the inconvenience—nothing.

The entire situation was humiliating and ridiculous. We came in good faith, spent our money, and expected a normal, enjoyable evening. But instead, their system for managing winnings failed completely, and the staff treated us poorly.

To top it all off, their staff barely speaks English, making it difficult to explain the issue. We were treated like we were in the wrong, when it was their system that didn’t work. And what should have been a straightforward fix turned into nearly an hour of stress and frustration.

If you want to avoid losing your money and your patience, stay far away from this casino. Their system is broken, their staff is unhelpful, and you’ll be treated like a criminal for simply winning. Avoid this place...

As someone who doesn't typically gamble, I visited this casino to explore its potential as an event venue. Located adjacent to a 4-star beachfront hotel and steps from the beach, the casino benefits from a prime location near Málaga City, making it a convenient and attractive option for events. During my visit, I watched an F1 race on a large screen, which created a lively atmosphere for sports enthusiasts. While not as bustling as Las Vegas, the casino offers a solid variety of entertainment, including slot machines, sports betting, online poker, and regular tournaments. This makes it a versatile choice for spending a few hours, whether for casual gambling, watching major sporting events, or hosting a unique experience. The facilities are spacious, comfortable, and clean, adding to the overall appeal. However, I noticed a lack of staff presence to assist the few customers present during my visit, which could be improved for a better...

Good atmosphere, Good poker tables, Very bad service !! The waitresses can not speak any other language than Spanish. The other night I attended a big poker tournament with many expats attending. I asked for "Bloody Mary", She couldn't understand what I wanted. At the end I wrote it down. She came back later to tell me that they couldn't make that cocktail. I ordered a coffee, after 10 minutes she came back with a coffee that didn't taste good and also was not warm enough, but she got paid for it and took back the coffee. I never got another coffee !!!! And never saw her there that night. Overall, the waitresses come every 20 minute to take orders and even then they only go to the table that asked for them, instead of going to all tables and ask if anybody likes to order. So If you are sitting at another table and don't pay attention to when they come, you miss them. Earlier I had rated the casino 4 star. Now I can not give it more...