Hollywood Casino Morgantown — Local services in Heidelberg Township

This didn’t feel like a brand new casino. I’m not a huge fan of the modern look as it looks the same as many other casinos.

The slots were okay but didn’t pay out at all. Lost a lot quickly. Won some back on the electronic blackjack table but was disappointed there were only 10 seats when they can run 8 different games? The minimum bet was $10 which at any other casino is only $5. Took forever because there was only 1 person running two games and people kept stopping and talking to them asking a bunch of questions.

The smoking section being enclosed was a great feature however we wanted to see the games they had in there but that was instant regret as the smoke smell was worse then some of the oldest casinos on the Vegas strip.

The lack of food options is a problem. Tong Lukes wasn’t open yet and should have been open by now. Was excited for the Asian restaurant to only find out it was food court style with very high prices. The entire time we were there we didn’t see one drink person walking around. Disappointed in that for sure.

This review would have 4 maybe 5 stars but customer service is extremely important to mean and Joe and the older lady at the cage windows are the reason for this. Let me explain… We wanted to sign up for a players card and the sign up area is hidden and looks like an Apple store set up. So we saw the Cashier Cage with about 6 windows and 3 of them being open all in one line. Two said all transactions and the other said MyChoice Rewards. When it was our turn I went to the window that said all transactions and I asked the older women at the window if I could get a players card at this window or to wait until the other window opened up. She completely ignored and didn’t acknowledge me and screamed around me and said does anyone have any slips or chips to cash. So I went back in line and waited. Once the players card window opened up I went up and said my wife and I would like to get players card. He said ugh now isn’t a good time for that and you shouldn’t be doing that here. When the sign above the window said it was just for this. This gentleman Joe then started to complain to the employee walking behind him instead of acknowledging us and said the line was to long and he can’t be doing player cards. There was maybe 3 people behind us and that was it. The other employee said let me take you over to this closed station and get you set up with cards. Joe never acknowledged us and complained to the next guests that his computer can’t do player cards right now.

To turn this situation into a positive Cody was the employee who took the time to open a closed station and set up cards for us. We had a nice conversation and he acknowledged us and explained the situation. He said we have a players card station located elsewhere and I said if I was just told that I would have been happy to just go there but no one told me. I said I would and he insisted I stay and he would take care of us.

Cody was a great employee and he spoke about how long he has been at the company and how he moved locations. I would like to note to management to make sure to keep people like Cody as they keep your customers happy.

Unlike Joe and the other lady who was to busy to acknowledge I was asking her a question when it was my turn.

This visit was yesterday on a Saturday and wasn’t overly crowded and parking was nice. However the casino is very small and if slots are tight it will end up being a short trip. I would be open to visited again but will stick to other...

On May 10, 2025 I spoke with Staff supervisor Greg concerning my grievance I wrote about (see below). After a lengthy discussion regarding said allegations made by me, I was made to feel “listened to & moreover understood” which is what I mostly needed. Greg also made a complimentary slot play for me which is also appreciated. I still have my misgivings about the matter as it is still raw. However Greg did what he could to value my patronage and that again needs to be mentioned. For whomever reads this, if there’s an issue,, I implore you to seek Greg’s assistance. I can not guarantee exact results as all cases are different but I can guarantee Greg’s professionalism and overall fairness to customers will be of great relief. Thank you Greg for your time.

On or about April 2 2025 suffered mistreatment or stealing Donne to me by a craps pit woman. I made an additional purchase of $800.00 in chips and asked said pit manager if she had added the monies to my account which would add to my comps. The pit manager pretended to act as if she added the monies, looked me in the face and said; “Yes.”. Shortly thereafter I bought in for an additional $1,000.00 with a different pit manager and asked him if the prior $800.00 was there to which he said;”No.”. This was witnessed by EVERYONE at the table. When I brought my complaint of said theft by the pit woman to her supervisor I was told that he would check the cameras. It is now May 9th and all I’ve been told was said it worker has been “spoken to” that (as per said woman) “I (me) is not a “fan” of her , and to give her a chance. There’s NEVER been an acknowledgment that said incident occurred nor has an apology been rendered. There’s NEVER only thing that’s been said to me in light of the UNPROFESSIONALISM that has happened to me MORE THAN ONCE by this same woman is I (me) isn’t a fan of the person who’s being paid to do a job not to be liked. Had I taken a $5 chip I would’ve been kicked out of the casino on my ear, but it’s ok for their employee to take my monies and BRAZENLY lie in my face in front of EVERYONE? Obviously she knew there’d be no repercussions. I feel completely discriminated against and totally ignore. Most of all I have been shown my patronage to this particular branch isn’t appreciated. I have elite status for well over a month and still do not have a host. My complaint doesn’t reflect ALL staff there. I have a great rapport with mostly everyone at the craps table. It’s the treatment I received or lack thereof concerning this continuous abuse of misappropriation of my bets and not...

Awful 😖 We were staying close by on our travels home to RI. So we thought we would spend the evening having some fun at your Casino in Morgantown. We found your casino smoky and not very welcoming, 2 hours into play and couldn't even get a water without going to the bar. But the worst of it their Management or lack of it is very sad!!! Realized when I got home I may have left my sweater. I called when I got home and the guy answering the phone said oh yes we have it, joking he said I can sell it back to you. I was so excited i started to say I'd be happy to pay for them to mail it back to me. He said sorry, our policy is we hold it to be picked up for 2 weeks, if not we donate it, Ugh!!! I explained that i don't live near there, I'm in RI and I'd pay for mailing. Nope! Asked for a manager was told none on site. He'd have them call me. They never did!!! My husband called the next day, spoke to Jeff who said he was manager for the day, we were told to go to their afiliated casino near us which is Plainridge Casino, Plainridge, Ma and have a manager call and make arraignments to ship it to them. So we drove there tge next day and did this and i cannot say enough about how wonderful Laura was as she handle this and said she'd be happy to assist getting it sent to them. So to make a frustating story short she couldnt make it happen due to Hollywood policies, after they told us to get a manager here to contact them!!! Waist of valuable time!!! She was so sweet and asked us to call Jeff back and do a conference call with her, so manager to manager along with us we could make this simple mailing request happen. So my husband calls Jeff, now into the 3rd. or 4th. day of back and forth calls, Jeff was rude, he told my husband he made no guarantee it was a marketing policy not to mail it even to Plainridge even thou he said to get them involved to make arrangements. He backed out, did not want to help and do this conference call, so we asked during this conversation to give his last name, he refused and we just hung up, useless! Told our girl at Plainridge thank you so much for all your help trying, but we did not want to tie her up any longer since Hollywood Casino mananagement was being useless. Hollywood your a sad example of customer service and it seems illegal to me to keep someone's belonging who claims it and is willing to pay for a return. Shameful and Very...