Winstar World Casino Hotel — Hotel in Gainesville

Well I've enjoyed myself more before in the past... Until I had a problem with one of the machines which resulted in a filing... not of a malfunction or a void but a sequencing error. My machine did not tilt it would play if I pushed the button.. But since it didn't finish and proceed to the next level..I called for assistance. Staff was completely rude about it. Cussed me.. called me a liar and a cheat. Said everyone that comes in there are liars and cheats. ( White haired tall gentleman) Wouldn't show his badge so I don't know his name. I was shocked. I proved it in the court yet nothing came from it. Also the first inclination that it may not go any further or in my favor... was when said she said. ( Lady that owns the machine) said I didn't filed my court papers within the 10 days as instructed and requested a dismissal.... I was told the machine would be erased if not done in the 10 Days. Well I certified mailed it to make sure they got my paperwork. On the day of my court the first thing brought up was to dismiss, for not filing in time. But I had the receipt for my certified mail. My papers that were turned in were received on a Friday around 11am but not timed stamped on the Friday.... the documents were stamped on Monday which would have made me a day late and would have caused my case to be dismissed.( Sneaky) I responded that the stamping of my papers filed on the wrong date was falsified documentation. Which should it resulted in my automatic win. That infuriated her. Anyway results turned out that somehow the records of the machine were obtained after the fourth appearance in court. And they were not shown to me..the owner of the machines husband just came in said I didn't receive the right bonus and that was it. The penalty for fighting, or filing a lawsuit is if you win your banned for life. I was willing to take that chance. Anyway.... Resulted in a zero for me. Ever since then I don't get any more free play or mailings or invites . I personally went up there and asked why and they said that they had the wrong address. So I verified the address in which it is the same address they've just stop sending me invites. Of all the years and time that I've spent there and money I've only got 1 jackpot it was around Christmas for about 1500.00 ... 9 yrs ago This place was a little tent when I first started going now it's monumental. My family members go and receive $100 or $200 or more in FreePlay... I'm lucky to get $5 now that I'm resigned up. Maybe in the future I will have another visit there... I tried last week but the machines were very hungry. I Win at other places... Just not here. Oh well.. chance is a...

The hotel is immaculate and have great staff that are very helpful. The rooms are amazing and some have fantastic views. The casino had tons of underage kids all over it Friday night!! Not certain if they were drinking but they were certainly acting like “kids”, which was very disruptive for someone trying to relax and have a great time. The “security” are very unfriendly and rude. I was having a bite to eat at Chip and Ales and another patron began having a medical emergency. My wife, who is a nurse, responded to the emergency and after a bit two security guards showed up and only became onlookers, not assisting with the situation one bit. After several more minutes EMT showed and began assessing the lady at which time the two onlookers “security guards “ stepped back towards my table with their rearends about a foot from my table. I simply asked if they could ease up off my table as I was eating. The taller one then became rude stating he was dealing with an emergency. At no time did he interact with the emergency or her family so not sure what his role was but I wasn’t going to allow his and his partners bums to be in my space while I ate so I voiced my feelings once again at which time he threatened to have me escorted out. I am very appalled by his behavior and the lack of response from EMT. I believe this management team needs to do a lil training with both departments. ||When I attempted to file a complaint I was told that a comment card is the only way to complain about casino staff so I opted for the online review. ||Overall this trip was probably one of my most profitable ones but ranks in my worst visit and I’ve been coming for about 8 years. The hotel aspect of the trip is always the same, phenomenal!! The casino aspect seems to be slipping. Ash trays use to be readily available and clean, now it takes 5 or 10 minutes walking around machines to even find one to use and you can bet it’s gonna be full. Saniking is also partly at fault as well because for the most part they stand in the restroom with their carts but clearly aren’t cleaning up. Beer bottles on the backs of urinals, piss on the floor, over dirty and they just stand there with their earpiece trying to look like swat playing on their phone. Not certain if this will be my go to place...

Note, my wife is disabled and wheelchair bound. This is the first hotel stay for my wife & I since her becoming disabled almost 3 years ago and first time at the Winstar hotel.

First let me say the staff has been very cordial and pleasant to speak / work with regarding our issue. However; That said the issue is UNRESOLVED as of this post.

Issue is, we reserved what showed online to be a wheelchair “accessible” room for our anniversary in the ‘Casino Tower’ here at the Winstar hotel. Note “accessible” requirement due to the wheelchair.

We arrived at approximately 3:30 pm which is 30 minutes prior to the official 4 pm check-in and immediately informed the “accessible” room was not available (had not been inspected) and instructed to return at 4 pm. Again at 4 pm we were informed the “accessible room was not ready. I was sent a text at 4:55 pm stating room was ready.

Subsequently we were assigned room 10519 in the ‘Casino Tower’.

NOTE: That “accessible” room is designed for hearing impaired only and is not accessible for anyone whom is not ambulatory, ie room with low door thresholds, shower w/ low or no step or shower pan curb. There is no shower seat, nor any GRAB BARS in shower or for the water closet.

The Winstar hotel manager was contacted and has reviewed availability for wheelchair accessible rooms and we have been informed there are none (wheelchair accessible) available.

We have been requested by Winstar mgmt. to wait until after 7 pm when cancellations normally occur. Anticipating this will mean any updates/follow up may not occur until very much later and probably too late to satisfactorily resolve.

Currently it is 7 pm and 1 star. Will follow up with an update later.

UPDATE: The Winstar Casino group was not able to provide a wheelchair accessible room for the stay, HOWEVER I can say that they did provide incentives which made up for the issue. With that, we will plan to visit and stay at the Winstar Casino in the future, however when we do make the next reservations, we will (as suggested by Winstar), follow up with a call to identify "wheelchair" accessible.

Changing to 3 stars, because the website still indicates an "accessible room" as a room with wheelchair...