I was flying through Las Vegas on a layover and ended up at Planet Hollywood extremely late at night. I had not gambled anywhere else during my trip.
While I was there, I met a Spanish-speaking man who I jokingly referred to as my “amigo.” We had just met and decided to gamble. We started with $100. I gave him $50 and kept $50 for myself. We each gambled separately. He lost his $50, while I ended up winning significantly with mine.
After I won, I attempted to give him some of my chips so he could continue playing. That is when the situation suddenly escalated.
The dealer and management began yelling at me and accused me of bringing him there to “bet black.” I was told that I was not allowed to share my chips with him.
I was extremely confused by the accusation. From my perspective, I had simply met this person while I was there, we decided to gamble, and I was trying to share some of my winnings after he lost his money. Rather than calmly explaining the casino's policies to me, I felt the situation immediately became hostile and unnecessarily confrontational.
At one point, staff attempted to take me downstairs into a back room because of what had happened. I found that intimidating and completely unnecessary. I was trying to understand what was going on and discuss the situation, but I felt as though I was being treated like I had committed some serious offense.
I had just gotten off an airplane and had my backpack with me. It contained personal belongings, including my AA book, my notebook, and other private and important items.
I was eventually told to go outside and arrange an Uber for the person I had been gambling with because he needed to get to work. I did exactly that. Before leaving, I specifically told staff that I would be coming back for my backpack.
When I returned, my backpack and the chips I had won were being kept in connection with the situation involving the back room. From my perspective, it felt as though my personal belongings and my chips were being withheld from me while I was being pressured to deal with the situation on their terms.
I spent hours extremely upset, crying, and trying to get my backpack and personal belongings returned. At that point, I honestly didn't even care about the money anymore. My personal belongings—including private items from my trip—were far more important to me.
Eventually, a completely random person who happened to be present intervened and helped me get my belongings returned. That same person later helped me get an Uber.
What made the situation even more disturbing to me was what I discovered afterward. I did not leave with the chips I had won. I never had those chips in my backpack when I left. However, I later found a single $1 chip placed in my front pocket.
That left me with serious questions about what happened to my belongings and my winnings while my backpack and possessions were out of my control. From my perspective, it appeared that someone had gone through my personal belongings, removed the chips I had won, and left a single $1 chip in my pocket instead. I found that deeply upsetting and insulting.
To be absolutely clear, my complaint is not that I lost gambling. I won.
My complaint is about what happened afterward: the yelling, the hostility, being accused of bringing someone there to “bet black,” the escalation of the situation, the attempt to take me downstairs into a back room, the difficulty I experienced getting my personal belongings returned, and the fact that I never received the chips representing the winnings I had before the situation escalated.
After posting about my experience, I received a public response from management directing me to Caesars customer support and stating that they took my concerns seriously. I attempted to follow the direction I was given, but I did not feel that my concerns were meaningfully addressed. Instead, I felt like I was repeatedly sent in circles rather than receiving a genuine investigation or resolution.
This review is my firsthand account of what I experienced and what I discovered afterward.
I came to Planet Hollywood expecting to have some fun during a layover in Las Vegas. Instead, I left feeling humiliated, intimidated, and deeply disturbed by how the entire situation was handled.
Based on my personal experience, I would not choose to return, and I believe potential guests deserve to know what happened to me
