Hollywood Casino at Kansas Speedway — Local services in Kansas City

Absolutely WRETCHED customer service.

I recently returned from a year and a half long deployment and just got engaged. To celebrate this new chapter, my fiancé and I decided to spend a fun evening with friends, with a last minute visit to Hollywood Casino. Unfortunately, what should have been a joyful experience was marred by disappointing customer service and inflexible policies that left us frustrated and unwelcome.

Admittedly, I misplaced my wallet that evening, but I had several alternative ways to verify my identity, including high-quality photos of my state-issued ID (front and back), military ID, and social media platforms. While I understand the importance of policies, I believe there’s room for improvement in how these situations are handled.

My fiancé and I paid over $50 for an Uber to and from the casino, only to be declined entry despite offering forms of valid identification. This was not a case of misunderstanding the location’s policies — it was the unwillingness to exercise discretion or even attempt a reasonable compromise that turned a celebratory evening into a frustrating waste of time and money.

When we arrived at the casino around 11:00 PM, my fiancé (who works in private security) approached a security guard to explain the situation. Almost immediately, we were greeted by Pamela, who set the tone with a condescending attitude. When I politely offered to scan the photo of my ID to see if it would work, she dismissed me without even letting me try, stating, “You’ll just have to take my word for it.” Her demeanor was unnecessarily snarky, and her response to our polite inquiries was neither understanding nor professional.

At one point, I tried to understand if Pamela’s hostility was rooted in a bad day. When I asked, she admitted, “It’s not you I have a problem with; it’s the way your fiancé came at me.” While I don’t believe my fiancé acted inappropriately, I still apologized to her for any miscommunication, attempting to de-escalate the situation. Yet, Pamela’s attitude didn’t improve, and her tone remained disrespectful.

Frustrated but determined to resolve the issue, I stepped outside to call the casino’s assistant security manager, Griffin. Griffin was understanding and professional over the phone but ultimately informed me that there was no flexibility in the policy, even though he had no doubt about my age after reviewing the multiple forms of evidence I provided. He referred me to the head of security, German, to whom I left a voicemail.

As we waited for our friends to finish their evening inside, we observed something deeply frustrating. A woman walked into the casino without showing any ID. When we questioned why she wasn’t asked for identification, the staff responded, “She looks over 30.” This inconsistency was disheartening. If visual assumptions about someone’s age can bypass ID checks, why wasn’t my situation—backed by documented evidence—granted the same consideration?

Here’s the key: I wasn’t there to gamble or drink. I simply wanted to join my fiancé and friends for a celebratory evening. I even suggested marking my hand with a visible stamp or X to ensure I wouldn’t access restricted areas. Yet, no compromise was offered. Instead, Pamela added insult to injury by laughing at my fiancé’s question, “Is this how you treat all service members?” Her response, “How about you, buddy?” was dismissive and disrespectful.

While I respect the need for policies, tonight’s experience highlighted a glaring lack of flexibility and customer care. What should have been a simple misunderstanding turned into an unnecessarily frustrating ordeal. After spending over $50 on an Uber just to be turned away without even the opportunity to scan my ID or discuss a...

My friends and I got together to celebrate my fiancé and I’s engagement, along with my Fiance returning from a year and a half long deployment. We live an hour and a half away from the casino, and my Fiance misplaced her wallet. I explained this to the front desk attendant Pamela, and offered her a front and back picture of her state ID, her military ID, and offered to show her the Facebook posts of her 22nd birthday. Pamela offered 0 custom service, simply stating “nope, nothing we can do can’t get in”. My Fiance asked to speak with the manager, Josh, who stated he had “the highest authority in the building”. While she spoke with Josh, I tried to reason with Pamela, explaining again the situation, and emphasizing all of our friends got together to celebrate her coming home. She simply stated “no ID, no entry”. I then asked “is this how you treat service members?” To which she laughed at me and stated “yeah, and what about you buddy?”.

Working in private security for many years myself, I know that to any policy, there is a way to accommodate unique situations such as this one. Especially after offering many ways to provide proof of her age. I even told the security manager that my fiance had no intention of gambling, and she simply wanted to stand next to me while I gambled. I stated he could do whatever needed to Indicate she was not allowed to gamble, or drink. I even want as far as offering if they want to put a large X across her forehead.

After sitting outside, trying to figure out what to do, and contacting the customer service to speak with anyone other than Josh, we went back in side to warm up. They had replaced Pamela and Josh with two new crew members. I spoke with the assistant security manager, Griffin, who in my opinion was the most reasonable of anyone there. He stated that although my Fiance appeared over 21, with no doubt, the policy was in place “incase she wins a jackpot”. I again explained she had no intention of gambling. I explained to him that i was not frustrated with being denied entry, I was frustrated with the disrespect my Fiance had recieved. He agreed, that the treatment was not as it should have been.

While waiting for our friends to leave, a patron entered, walking straight past security with simply a wave. I asked “did you ID her?”. The security responded with “she looks over 30 so no” and I explained “based off the information your assistant manager provided, the ID check is incase of a jackpot and not an age verification.” She waited before explaining “if she wins a jackpot, and doesn’t have the ID, she won’t recieve it”. I responded stating “so my fiance, with no indication of wanting to gamble, and a confirmation of age from the assistant manager should be treated the same.

The employee was unable to provide a rebuttal to my point, and fault in their system.

This was the worst display of customer service I’ve experienced in a casino. I understand policy, but I also understand the human aspect that follows security. They simply did not want to help, or provide any alternative option. I am not one to complain and make a big deal, but this was embarrassing to...

I have so much to say about this casino. First off if you find a tick that someone leaves behind in the machine like you'd leave a cigarette butt or a empty drink behind. You have to turn it in. You taking it and using it it's not your lucky day. 2 little itty bitty broads from security came at me like I was a thief and told me I'd have to give the money back. I'm like to whom? I waited and played at the machine no one came for the ticket. They said what if it was you? I said then I would've learned a valuable lesson now wouldn't I. I ended up giving back the money because they made threats of banning me.

On another occasion my friend just cashed a 34k check from his dad's estate. We went to Hollywood and he was winning at the Roulette tables. He wanted a pack of smokes. So I took like $20 in numerous denominations of of money to the cigarette machine and it was like 12 a pack. I had that. But it said only debit cards. And be doesn't have one. I didn't have mine because I never take mine with me to the casino ever. He was on fire at the Roulette table. But I had to break the news to him there were no cigarettes to be had and what the problem was. He was so ill. He asked if waitress could help him she said she'd get fired for helping a patron in that way.

He's a chain smoker, so we left. We were both winning and having fun and when you can't buy cigarettes at a casino there's a big problem. It's one of the only legal things you can do in the state of Kansas is smoke cigarettes, drink, and gamble. And they are all right there at Hollywood casino if you happened to have your debit card on you!

Overall I give Hollywood 2.5 starts because their steak house is never open when I go and all you have is the Marquee restaurant to go to nothing more fancy than that. There aren't enough waitresses to come by and get you drinks. They make you give back found money. You cannot buy cigarettes unless you have a debit card. And they in general do not care if their patrons are having a good time or not. It's like " get out there will be another person come along we can get their money from get out." That is the attitude of Hollywood Casino. Not good for return visit from us and we've spent thousands and thousands of dollars in there. But it makes no different to them they don't...