Casino Excel Poprad, located in Liptovský Mikuláš, Slovakia, positions itself as a destination for casino entertainment. User reviews present a varied picture of the establishment, highlighting both its strengths in live gaming and significant areas for improvement, particularly concerning customer service and the general environment.
The casino appears to offer a vibrant live gaming experience for those fluent in Slovak or fortunate enough to encounter English-speaking staff. However, potential visitors should be aware of inconsistencies in service quality and environmental conditions that could detract from their visit.
For enthusiasts of traditional casino games, Casino Excel Poprad seems to deliver. Multiple reviewers commend the live game options, specifically mentioning:
The staff at the live game tables generally receive positive remarks for being pleasant and providing excellent service. This suggests that the core gaming experience, especially for live table games, is a strong point for the casino.
This is arguably the most polarized aspect of Casino Excel Poprad, with experiences ranging from excellent to extremely frustrating:
Some visitors have reported positive interactions with bar staff, poker dealers, and managers, particularly when English-speaking personnel were available. These instances contributed to enjoyable visits.
A major point of concern highlighted by a detailed review is the language barrier for non-Slovak speakers. One patron recounted a nearly 40-minute ordeal attempting to exchange a small slot machine voucher (less than 10 euros). The staff's inability to communicate effectively in English, relying on faulty Google Translate, led to accusations of theft, impolite behavior, and an absurd, drawn-out resolution process. This incident suggests a critical lack of training in handling non-Slovak speaking customers and resolving common issues efficiently. Another review simply stated "unpleasant service" and feeling treated "like a dog" by staff and security, indicating a broader issue with general customer treatment.
Recommendation for non-Slovak speakers: Based on the critical feedback, visitors who do not speak Slovak are advised to proceed with caution or consider alternatives, as communication breakdowns can lead to highly unpleasant experiences, even over minor issues.
The atmosphere within the casino also draws mixed, but often negative, comments:
A significant complaint revolves around the "terrible air" and a "smoky space." Despite modern buildings typically featuring air conditioning, visitors noted no improvement in ventilation over time, leaving them smelling unpleasant after a visit. This suggests the casino may not have adequate non-smoking areas or ventilation systems, which can be a major deterrent for non-smokers.
One review mentioned "constant fussing about the cap" despite showing identification. This indicates potential issues with rigid enforcement of dress codes or entry policies that can lead to unnecessary friction with guests.
Casino Excel Poprad appears to be a decent option for those specifically seeking live table games and poker tournaments, especially if they are fluent in Slovak. However, the recurring issues with staff communication for non-Slovak speakers, general service quality, and the smoky environment are significant drawbacks. If seamless service, clear communication in English, and a fresh atmosphere are priorities, visitors may find the experience at Casino Excel Poprad less than ideal.
The staff needs better training in speaking English and in dealing with customers so that they would want to come back. I would highly recommend ensuring there is always at least one person in the casino who speaks English. Our situation (Friday 16:00): one evening we had a great time: bar staffs, poker dealers, and manager spoke English, so there were no communication issues. After a couple of days, I found some unexchanged slot machine vouchers in my wallet, so I went to exchange them. There was no problem with one voucher (~60 euros), but with the other, it turned into a circus. The voucher was less than 10 euros, which means it couldn't be exchanged for cash. This didn't bother me, just show me a slot machine where I can lose it, and I'd be out of the casino in a minute. We had been on a 10-hour mountain hike, feeling quite tired, and the last thing we wanted was to spend so much time for such an amount. But the slot machine wouldn't accept the voucher - it kept giving some error. When I asked the staff to help me cash out the voucher because I couldn't lose that money, they treated me in such a way that it felt like I was trying to steal 8 euros from them. The staff used Google Translate on their phone to show me that the voucher had already been cashed out, so I should to leave. Due to this impolite behavior, it became a matter of principle for me. I asked them to explain why, if the voucher had been cashed out, was it still with me? This is impossible, as the casino keeps the voucher when they cash it out. It was truly an absurd situation, as the girl asked another girl for help, both girls made phone calls, and nobody could properly explain what was happening. After about 30 minutes, they took my ID to fill out some form, which was written in Slovak, and it was difficult for the staff to explain to me what this form mean. The story ended this: after 2 days, they reviewed my case and transferred that ridiculous amount to my account. But it cost me a lot of time, around 40 minutes. They also treated me in such a way that it felt like I was trying to steal 8 euros from their Casino, when just a couple of days ago, my friends and I left around 500 euros here. Would I recommend this place to people who don't speak Slovak? Definitely NOT. Just imagine how unpleasant it would be to go through such a situation if the voucher, for example, was 1000 euros, if they were so reluctant to pay out 8 euros...
I recommend trying the live game, roulette, black jack, texas holdem, even cash game.
Pleasant staff at the live game and I recommend everyone who likes similar entertainment to try to go and try to play roulette or blackjack. The poker tournaments are also great and the service is excellent.
Unpleasant service and a demented sbskar. I want to give you money and you treat me like a dog. Never again
Terrible air, smoky space and constant fussing about the cap despite identification with an ID card, I'm disgusted, it hasn't improved at all between my visits, modern buildings are after all air-conditioned, I would welcome an effort to work on it, no one wants to stink after visiting a casino like starling