Before I posted my VERY bad review on this site and another, I wanted to give this establishment enough opportunity to make things right with me. I have made 3 phone calls and sent 6 emails. I think that’s plenty of opportunity…Before this past set of problems I was a very frequent visitor to Thistledown racetrack and the Jack Casino. As luck would have it, During my registration to the players club something got screwed up and I thought that only my name was misspelled on my players card, but after losing my card we discovered that there must have been much more than that messed up. The customer service person was unable to locate ANY of my information in the computer. Because of this I had to be entered as a new member entirely. I lost all of my comp points, and everything that I had earned up to this point. I didn't make much of a fuss; I understood that things happen and that people are human. I was offered a higher status because of my status at other casino, which was wonderful because I do usually spend quite a good bit of money when I play. It was the “C” status at the Jack casino, which would be like a platinum card at any other casino in comparison I guess. This was great! I was looking forward to mailers and promotions that I would be receiving, and the trips that I would be planning on returning to this casino. I am up there frequently, in Cleveland, for doctors appointments and I enjoy stopping by the Jack to play. I was up there for a doctor’s appointment recently at Cleveland Clinic and wanted to stop by your casino. The ONLY reason I haven't been back since is because I haven't gotten ANYTHING in the mail or email in the way of promotions or offers. I have tried calling 3 times only to be blown off by being put on hold until I hang up. I have Tried Emailing and I also get blown off with no response, or I get told that they will get back to be and then I get no response.
After I did not receive ANYTHING by email or by mail I logged onto the computer and noticed that I wasn't being offered anything on my account. No free play offers, no food offers, nothing. I tried calling 3 times and all 3 times I was placed on hold for so long that I just gave up and hung up the phone. So I thought maybe because you were so busy that I would try Email.
I got no response AT ALL from the first 2 emails. When I finally did get a response I was promised to hear back from her by the end of the week. I contacted her again by the end of the next week and she told me that she was having someone else look into why I wasn't receiving anything and that I would hear back from her by the first of next week and that was 3 weeks ago. I STILL haven't heard anything back from her AT ALL! Now I don't know if "C" status isn't enough money to be spending in your establishment but when you gave me that card, I thought, you thought I would be spending some money. Now I know that's not the "K'' card but it's certainly not the "J" and I would think you would want your staff to be treating customers better no matter what their status anyway. I drive OVER an hour and a half to come to your casino and I can promise you that I WILL NOT be making that drive anymore without reason. This is no way to be treating someone who is asking to give you their money!! I like to go to the Jack in Cleveland after the Hockey Games, and we, my fiancé and I, are members of the Monster hockey club, so we go to all of the home games. That will not be happening anymore either. We will driver to the Hard rock instead.
I REALLY like coming to thistledown casino, and going to the Jack in Cleveland, but I drive right past the hard rock to come there. They send me mailers and emails. They also don't treat me like this. They don’t put me on hold for 45 minutes, and they answer emails. As a last resort I tried sending an email to the address that is put on bad reviews on this website, before posting this review. That was 12 days ago. I give up! I’ll take my money elsewhere since apparently you don’t want it….