Resorts World Casino in Coventry offers a gaming and entertainment venue that garners a wide spectrum of feedback. While some visitors praise its diverse gaming options and friendly staff, a significant number report highly concerning interactions, particularly with security and customer service personnel.
For those looking to enjoy some gambling, Resorts World Casino is noted for its "great choice of slots". Users often find it isn't "a problem finding a machine," suggesting ample availability even during busier times.
Despite several negative accounts, some visitors have consistently positive interactions with the staff. One reviewer highlights that the "staff are always very friendly," including the door staff, which directly contradicts other experiences. A particular commendation goes to Steve on the casino floor, who is noted for always taking "time to speak to customers," contributing to a positive atmosphere.
For these patrons, the experience is described as "always great," irrespective of whether they win or lose.
A recurring and significant issue cited by multiple reviewers revolves around the conduct of the door staff and entry policies. Several individuals reported being abruptly stopped and refused entry, often based on perceived intoxication that they deny. One particularly distressing account describes a disabled individual being refused entry due to a slight wobble, which staff dismissed as drunkenness despite explanations of a disability. Attempts to speak with a manager or get staff names were met with refusal and demands to leave the premises.
Another user was denied entry after a show, despite the casino's website stating "no membership required," suggesting that non-members might be treated differently when discretion is applied.
Beyond the entrance, some users have encountered poor customer service at other touchpoints, such as the cash desk. One reviewer describes the staff there as "short, flippant, patronising, miserable, sarcastic," and even credits them with "persuading [them] not to spend any money in the establishment" due to their conduct.
Furthermore, complaints sent directly to the casino have reportedly gone unanswered, indicating a lack of responsiveness to customer feedback.
A very serious accusation from one disgruntled player claims that "ALL GAMES MANIPULATED" and that the casino can "ensure you don’t win a single bet moving forward" if they feel you've won too much. While this is a bold and unverified claim, it reflects a deep level of distrust and frustration from a customer's perspective.
Resorts World Casino in Coventry appears to be a venue with a significant disparity in visitor experiences. While it offers a good range of gaming options and can provide an enjoyable time with friendly staff for some, the numerous accounts of highly problematic security and customer service interactions, especially concerning entry policies and disability awareness, cast a considerable shadow. Prospective visitors should be aware of these potential issues before planning their visit, particularly those who might have specific accessibility needs or who are sensitive to perceived arbitrary rules at the door.
Oh boy, where to begin...So after taking a show at the BP Pulse last night, my wife and I decided to go and check out the casino. After being on our feet most of the night, my wife's struggles to stand. We approached the door staff who allow us to enter. My wife, who is disabled, began to walk into the casino. We are then abruptly stopped and refused entry based on my wife who very slightly wobbled, with claims of being drunk.We tried to explain about her disability, and the staff were not interested.After asking for the manager, we are told we cannot see them.We managed to get an email address, and have complained directly, yet still waiting on a reply.I went back to speak to the door staff and asked for the name of the security who refused entry only to be told get off the premises now, and he refused to give his name.Needless to say, this ruined a perfectly good night.I recommend you avoid at all costs, least you be treated as poor as my wife.Terrible, terrible security staff.
Stayed at the Hilton last week for a tech show.A group of 10ish, headed over to use the bar and games.I have used many casinos in many countries for 20+ years and am a member of Gentings. This was asked and confirmed at the door upon entry, standard.I must offer a thanks to the staff on the cash desk who persuaded me not to spend any money in the establishment. Their conduct was the opposite of my expectations. Short, flippant, patronising, miserable, sarcastic.. I appreciate that it might not be the most glamorous or well paid job, I expect a fair few drunks or frustrated gamblers are encountered too.Still, at least pretend to care about your job!Thanks again, it saved me a few quid and most of the others I was with as we just bought another round of beers rather than hit the tables. I'll avoid in future too, being a creature of habit and all that.Thank you.
I have been going here for a while now, I have to the experience is always great. Win or loose! A great choice of slots and not normally a problem finding a machine. The staff are always very friendly (contrary to some of the reviews on here…..even the door staff!) bit for me, a stand out member of staff is Steve on the casino floor, he always makes time to speak to customers
Warning to all players, if they feel you’ve won too much they can ensure you don’t win a single bet moving forward. ALL GAMES MANIPULATEDSpend your hard earned money elsewhere it’s REAL money and don’t trade it for plastic chips at the casino.
Tried to enter after a show last night at the adjacent music venue. Doormen asked if I was a member, to which I replied no. At this point I was refused entry based on being intoxicated, which I was not. If I was then why even bother asking about membership? The website states "no membership required", well clearly had I been one I would have been treated differently. I think quite a few were being rejected but, to be fair, a number of them weren't adhering to the dress code.