Rivers Casino Portsmouth — Local services in Portsmouth

Spent three hours last night with my mother at the casino to have a fun experience as we have done many times before, we left very upset after an malfunctioning of one of the gaming machines that's we spend all this time playing and the lack of knowledge, consideration and customer blame that was displayed to us. Like many games, it can often take hundreds of dollars and hours to reach a winning of satisfaction to walk away from. Playing several of the Little Piggies where you increase your winnings by continuing to play put in money and receiving coins that gradually increase the top winnings and free games, game malfunction. There was three of here,familiar how a win. The winning was in the free games once it went off. However in the meantime you get winnings up, my mom had reached 19 free games and we were very excited and knew we were getting ready to win those and cash out because she had reached The highest in the maxi and Minnie wins that we've seen, malfunctioned she was at 24.50 and 25.00 for the top two wins and then there's two other low wins that you'll get as well I can't recall those, 19 free games. She noticed restarted back to the original numbers, they do this ONLY after win, frozen up and the push buttons lights went out. Stranger that was on the same game next to us says call service as she saw this, tried to collect money and it was frozen. The game then resumes at start. We ended up having three staff help,extremely unlnowledgeable and comments about people just don't know how to play the game they don't know what they're doing and you changed your bid as if somehow us changing our bid would have resulted in the numbers restarting and freeze. We never said we ran out of money.... The slot machine supervisor Lori and Becky were both callus and accusator to us, and couldn't find where it said anything about a malfunction error ,didn't care, all they cared about was the machine didn't show it and in the way that this was expressed as if we were lying. There was never any mention of looking into this machine further, no apology on our part for what had just happened to her game or the comments that were said to us. And then again mentioning that "well you change your bid", as if that was the cause because that's completely irrelevant to again the game restarting back to its original numbers. The numbers again do not restart until you win! Also I had mentioned to them I had touched the pig right before this happened because I had noticed earlier and while playing that if you touch one of the pigs they react with different expressions so this was a touch screen and it was cute I'd only touched it except several times to do this but I had did it right before this malfunction and I mentioned it and several times both of these women sternly that those were just graphics and they had nothing to do with the game, I did not correct them at the time I only was reminding them that I had touched one of the pigs it had deflated and that's when it restarted. Not correcting them that actually the graphics have everything to do with the game, again only proving that they're unprofessional and unknowledgable about how the game worked. If you were familiar with the game you would see that the pigs get larger when you earn the coins to increase your winnings. When going to file a formal complaint with a slot manager I realized again this was the same Lori I dealt with before and that's when the same comments were made it doesn't matter The machine isn't showing it so what we said didn't matter didn't care that it happened nobody's going to do anything about it they're going to let people play on games that freeze up and seal away all their winnings before they can win the Women that I had dealt with before along with Becky and Lori leading to no resolution at all and walking away after...

Dear \ RiversCasino Manager/Guest Relations/ Samuel Tyree

I am writing to express my concern about the treatment my brother and I received when visiting your casino on Sunday, September 7th, around 10:30 AM. This was my brother’s first time in town and we were both excited to visit, but our experience at the entrance was disappointing and embarrassing.

Upon arrival, we were greeted by Shirley, a security guard. She appeared to be having a difficult morning and used only hand gestures to direct me, rather than clear verbal communication. When I asked whether she needed my ID or wanted me to move, she briefly responded that she had “had better days.” After checking my ID, I entered the casino, but quickly noticed that my brother had not yet been allowed inside.

Shirley examined his ID repeatedly without explanation. When I approached to ask if there was an issue, she remained silent and then called over another security officer and her manager. At that point, I offered my ID again for comparison. My brother and I are half-brothers and share a strong resemblance, though we have different last names. It appeared they suspected our IDs were fake or altered.

I have completed professional training in alcohol service and ID verification and understand how to check IDs properly. The steps taken by Shirley and later the manager—feeling the IDs and scanning them—are standard, but they never used an ultraviolet light or asked the standard verification questions. Despite my attempts to calmly explain that physical appearance (such as hair style) can change over time, we were detained at the entrance for roughly ten minutes, with a growing line of patrons behind us.

When the manager ( indian looking guy , black suit, middle age) finally allowed us entry, he offered to “compensate” the inconvenience by adding points to my rewards card. Unfortunately, those points were never applied.

This experience left us embarrassed and frustrated. While ID checks are essential, the lack of clear communication, the accusatory approach, and the manager’s dismissive attitude demonstrated poor customer service and inadequate training.

I respectfully request:

An explanation for why the ID verification process was handled in this way. Confirmation of corrective action, such as additional customer-service and ID-verification training for staff. Follow-up on the promised rewards points that were never added.

I truly hope that no other patrons have a similar experience and that management will address these concerns promptly.

Thank you for your attention to this matter. I look forward to...

CASINO: Hubby and I went on the second day for about 2.5 - 3 hours.  Parking was easy, which was nice.  Upon entry into the building, the appearance of the casino was bright, colorful, and inviting.  Once we got through security, we saw many great games to play, including table games and a decent poker room.  Many of the machines were familiar to us, but many were not, which was an exciting change from the old games we are used to.

Unfortunately, though, there were quite a few machines down b/c there were no techs to fix them.  Not sure why this wasn't handled prior to opening.  They definitely should've been prepared to handle this.

SMOKE: Nonetheless, as we made our way through the casino, the awful smell of cigarette smoke, weed, and cigars, overwhelmingly smelled through the entire place.  I had to pull my sweatshirt over my nose to mask the smell and avoid constant inhalation, and I had to use eye drops to stop my eyes from burning --  it was horrible.   Hence the two stars.

And clearly, they were short-staffed b/c there were plenty of full ashtrays and ash all over the machines, as well as half-drunk cocktails and empty cups, and not enough cleaning staff around to remove them.

Another thing they would've better prepared for before opening and something I seriously hope they change in the near future.  Otherwise, as a non-smoker, I'll have to entertain myself elsewhere.

PLAYER'S CARD: As expected, the line to get a player’s card was very long, and no initial FREE PLAY was given like in other casinos, but no biggie.

TICKET REDEMPTION MACHINES: None of the seven machines in the place were working so you had to stand in the long cashier's line to cash out.

ATM MACHINES: There are a few, but this day, only one was working, and the staff member I spoke with was not knowledgeable about where it was located in the casino.

DINING: On a brighter note, there appeared to be a few nice places to eat -- a café, a Starbucks, and other exciting places to check out.  However, we did not partake in any of them but may check them out on another visit and will comment then.

OVERALL: We had fun, and both hubby and I won a few extra bucks, which improved our night.

And, of course, we expect there to be some bugs with a new opening. But allowing patrons to smoke (cigarettes, cigars, and weed), nasty filled ashtrays and ash all over the machines, two to three-hour wait times for jackpot payouts, inoperative ticket redemption & ATM machines, etc., is not a...