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 at all costs!