7 Clans Paradise Casino

My husband and I have been going to Paradise for years. We actually met there and it is a special place for us. Last October, we decided to do a temporary self ban to limit ourselves for a bit from our favorite place because we have had way too much fun there 🙂 This May we called to ask if we could have that self ban lifted to celebrate our anniversary. The Manager told us to write a letter and bring it in and we did. On 5/10 Friday evening we called and talked to security and gave BOTH of our names to see if they had lifted our ban. The Security Officer verified that we were both unbanned after giving him our names (even spelling it out over the phone) and told us we could come play. We played this Friday evening and came back last night to play again. After I won a jackpot and handed them my ID, Donika the manager came back and said to me very rudely “You will need to leave the premises and we can not pay you , you are banned”. Before she walked up to me, my husband (a few aisles over) had overheard the security guy talking to her and letting her know he made a mistake. I explained to Donika that we had called and verified with Security that our ban had been lifted. My husband even presented his ID two different times in the last two evenings and they never said anything UNTIL we hit a jackpot last night. Donika could care less when I showed her the phone record on my phone. I asked the security guys standing there which one I talked to. The younger gentleman said it was him and I asked him why he told me we were both unbanned. He said he made a mistake. He said this right in front of the Donika the manager and he actually showed remorse and felt really bad for his error. However Donika didn’t care about the mistake made by Security and still had us leave. She was very unsympathetic, rude and careless. This was awful way to start out our Anniversary/ Mother’s Day Weekend. I am asking for Paradise Casino to do the right thing and make this right. I feel that we should have been paid our jackpot for your error on behalf of your staff. Are we really just another dollar bill to you guys? Everyone who we have ever met at Paradise in the last few years has been exceptionally friendly and courteous and I am blown away that a Manager would handle this in the way that Donika did. Unless this is made right, we will not support this tribe or casino and want to spread the word for other guests. Paradise Casino and GM Brian Gooden I’m asking for you to make this right.