Live! Casino & Hotel Maryland — Attraction in Severn

Dear Live! Casino & Hotel Management, I am writing to formally lodge a complaint regarding two deeply troubling incidents involving your security staff during my visits on August 6 and August 7, 2025. What was intended as a celebration for my friend and her mother’s birthdays became an experience of humiliation, intimidation, and, in my view, biased treatment. Incident Summary August 6, 2025: I arrived with my friend to celebrate with her and her mother. We realized we had left our physical IDs at home but had digital copies on our phones. Security Guard “Roudy” refused us entry despite our being clearly over the age of 21 (ages 36 and 37). He stated the women ahead of us were not stopped “because they’re old.” Later, a female guard agreed to allow entry before 10 PM if we returned after dining. Upon return at 9:30 PM, she said she had been told not to admit us. We left without incident. August 7, 2025: We returned with our valid physical IDs, entered without issue, and dined at David’s bar. While there, Roudy appeared again and lingered near our table. Approximately 30–45 minutes after entering the gaming floor, a plainclothes man in a purple shirt approached my friend, identified himself as “Daniel” from security, and demanded her ID again. Daniel examined her ID for several minutes, walked away while speaking into a radio, and implied she was using someone else’s identification. Despite another officer, Malcolm, acknowledging, “It is obviously her, she is just smaller,” Daniel continued to hold her ID, question her, and treat her as if she were a criminal. Requests to speak to a supervisor were repeatedly denied by both Daniel and Malcolm. Instead, Daniel threatened to call the police if I continued to question him. Daniel, Malcolm, and two additional officers followed us until we exited through the hotel entrance. When we attempted to speak to another manager, police arrived and positioned themselves as though we were a threat. Only after this did Malcolm admit he was Daniel’s supervisor, despite previously denying it. Concerns Harassment & Targeting: My friend and I were singled out despite having valid IDs and already being cleared by security upon entry. Intimidation & Threats: Daniel’s threat to call police simply for questioning his actions was unnecessary and escalated tensions. Supervisor Access Denied: Both Daniel and Malcolm initially refused to connect us with a supervisor, violating basic customer service standards. Public Humiliation: The prolonged scrutiny and implied accusation of fraud occurred in view of other patrons. Possible Bias: As two Black women in a predominantly male security environment, the level of suspicion and aggression directed at us felt disproportionate and discriminatory. Inconsistent Policy Enforcement: Denied entry without IDs one day (reasonable), then harassed the following day despite proper identification. Impact This experience was humiliating, intimidating, and emotionally distressing. I felt unsafe, unwelcome, and targeted, which overshadowed what was meant to be a joyful occasion. This was my first visit to Live! Casino, and based on this treatment, it will be my last unless corrective action is taken. Requested Resolution I respectfully request that Live! Casino & Hotel: Issue a formal, written apology for the treatment we received. Review and retrain all security staff on ID verification procedures, customer interaction, and de-escalation techniques. Ensure that all guests requesting a supervisor are provided access to one without obstruction. Investigate Daniel’s conduct, along with the role of his supervisor, Malcolm, and take appropriate disciplinary action. Clarify and communicate consistent ID verification policies to prevent arbitrary or biased enforcement. This incident will also be reported to the Maryland Lottery & Gaming Control Agency for review, as well as documented for my personal records. I trust that Live! Casino values the safety, dignity, and fair treatment of all guests, and I expect a prompt and thorough response to...

I’d like to start off by stating I’ve been coming to Live for 13 yrs, since the blackjack tables were in the front. I live in DC and am about 10 minutes from MGM however I still make the trip to Live sometimes for promotions and because it’s a place I’ve always come. I have never complained, however I have been very disappointed with the player treatment as of late and would like to share some of my experiences.

Recently upon entering the main entrance I was told by a female security guard in a military tone to “remove all hoods and take our ID’s out”. I honestly had to think am I walking into a casino or a courthouse. After describing the incident and describing the security officer I was told “ this is the second time someone had complained and she is having a bad day”. Nothing followed.

When giving out certain promotions they have a stated gift time of 12:00-8:00 for example. I recently went up there to receive a JBL speaker. After driving in rush hr from dc, arriving before 8:00 and waiting in line I was told they ran out of inventory and I received a $25 free play as compensation. This past Sunday was a giveaway for wireless headphones, which I really wanted. After driving 40+ minutes and waiting in a 100 plus person line for a hr+. We were again told they ran out of inventory and were compensated with $40 slot play. I don’t even play slots lol! It’s just very frustrating after spending my gas and time.I am 33 and my legs were tired. I can only imagine how it bothered the numerous senior citizens who were in line with me.

I have to say what is good. The hotel and hotel staff are amazing. There are some dealers and bartenders whose energy is positively infectious and take the sting out of losing my money.

Certain pit bosses are amazing however there are some whose attitudes and dispositions have just been plain nasty and uninviting. I don’t pay it any mind usually because I came to gamble, however it is apart of the problem. It makes the environment feel unwelcoming.

Finally the host are not reliable. When I first received my host things were good. His intention was to have me gamble more at Live as opposed to my closer casino MGM. I lose a lot lol. He was responsive and would handle my request. He really is a good guy. However over time I could barely get a response. Then, I would b told “no problem or I got u “ when asking for things yet they would go unfulfilled for months, which I have proof of. The last time I reached out and got no response I actually saw him walking with his phone in his hand. I couldn’t talk to him as I was playing at the table.

Overall I have to say there are some really good people at Live and there are some kool aspects to gambling there. However the issues stated above affect the overall experience negatively and makes you question is the good worth the bad. I just feel like they can go about some things better. Which is why I’ve decreased my gaming there and will contemplate how much I want to continue gaming there...

My friend and I attended the boxing match which was held in the casino's Hall area last Saturday on February 24 and while in my seat was tapped on the shoulder by the staff and asked if they could talk to me. There were three staff, one female and two males, they asked if I said that I was drunk and I stated "yes" because while near the bar an acquaintance I were laughing and talking and I stated "yes I'm drunk" to him, so when he tried to buy me a drink the bartender said no "she is cut off" and I asked why and he said "I guess because she heard you say you were drunk"....I then said "ok but I was just talking to you, but that's cool"....so he then tried to get him a drink and the same bartender came over to say "no don't give him a drink" to another bartender. We both went back to our seats and were approached by Brandi Cicon and two other staff. After I said yes, they immediately told me I had to leave and I asked "why, I am not doing anything wrong" and their response was "you have to leave the premises because you said you were drunk", then my friend that I came with said "I'm her designated driver", they stated "well you can stay, but she has to leave the premises she can catch an uber or something." I then asked one of the males for their bosses name and number so I could report this since I wasn't bothering anyone and Brandi said "I am the boss, I then asked for her bosses name and number and she stated, "I don't have one, I am the boss", I stated "well everyone has a boss and I would like to report this because again I wasn't doing anything wrong", she then gave me the Director's name. The two men escorted us out and I also stated "wow I can not believe you are telling me to leave here and I haven't done anything wrong and he again said, " you said you were intoxicated, and we have our liquor license (which was irrelevant for him to tell us this) and you don't just have to leave here you have to leave the casino." The entire situation was embarrassing, humiliating and unnecessary, with the three of them approaching me in that manner and then being escorted from my seat. When the entire night people were yelling and hackling at the boxers and standing up in groups blocking your view (in which im sure alcohol was involved, but never once asked to leave. We came to this event for the first time in celebration of my birthday weekend but was escorted out!

Update! I spoke with the Director in hopes of receiving some kind of compensation for being escorted for no apparent reason besides enjoying ourselves, his only explanation was they didn't offer any kind of refunds, but he could offer me tickets in July, five months from now? Haven't received any tickets but he will supposedly send them in July. This gentleman may not be employed here around that timeframe, but I guess I should be satisfied and should get over the embarrassment in which never should have...