Located in Edinburgh, the Genting Casino at Fountain Park positions itself as a premier gambling destination. However, recent user reviews paint a starkly different picture, highlighting significant issues across staff professionalism, casino atmosphere, and overall service quality. Based on numerous accounts, this establishment frequently falls short of expectations, leaving many visitors with negative impressions.
A recurring and prominent complaint revolves around the casino's entry staff, particularly the bouncers. Multiple reviewers describe experiences of being turned away or treated rudely without justifiable cause:
Unprofessional Conduct: Staff, especially bouncers, are frequently cited for displaying excessive pride, speaking to customers like "objects," and exhibiting a general lack of professionalism. There are reports of staff laughing at customers as they leave after being denied entry, creating a hostile environment.
Arbitrary Denials of Entry: Visitors have reported being denied entry on grounds of being "too drunk" despite showing no visible signs of intoxication. Similarly, valid international identification (e.g., Italian, Brazilian IDs) has been rejected, even when the same ID was accepted for other members of their party on different occasions or by different staff members, leading to embarrassment and frustration.
Impact on Regulars: Even regular customers have expressed dismay, stating that such unprofessional treatment makes them reconsider future visits, despite having had positive experiences previously.
Beyond the entry, the casino's interior environment and the demeanor of its gaming staff also receive heavy criticism:
Lack of Vibe: Many describe the casino as having an "awful" atmosphere, noting a distinct lack of music and a generally flat, unengaging environment. This contributes to a less enjoyable and lively casino experience, often perceived as being in decline compared to its pre-COVID state.
Miserable Dealers: A significant point of contention is the perceived lack of personality and enthusiasm among many dealers. Reviewers have described them as "depressed" or "miserable," failing to engage with players or maintain the pace of play. This can lead to slower games and a less exciting experience.
Dealing Errors: Instances of misdealt hands and other basic dealing mistakes have been reported, suggesting a need for better training or supervision among staff on the gaming floor.
The operational aspects of the casino, from drink service to cash transactions, also face scrutiny:
Slow & Forgotten Drink Orders: Patrons, particularly those in poker tournaments, have experienced significant delays (30-40 minutes) or forgotten orders for drinks. This often forces players to leave their games and go to the bar themselves, disrupting their experience and impacting flow.
Cash Desk & ATM Issues: Problems at the cash desk include difficulty setting up direct withdrawals, forcing reliance on ATMs. Compounding this, ATMs are frequently out of notes, leading to long queues and frustrating delays, sometimes exacerbated by untimely "audits" by staff, further disrupting gaming time.
Facility Maintenance: A minor but annoying issue noted is a broken speaker in the poker card room, emitting static every 30-40 seconds, indicating a lack of attention to basic facility upkeep.
Despite the overwhelming negativity, a few individual staff members have been singled out for praise, suggesting that positive customer interactions are possible, albeit seemingly inconsistent:
Professional Floor Manager: The poker card room floor manager is noted for their professional attitude and efficiency in ensuring tournaments run smoothly and players are seated at cash tables.
Long-Serving Dealer: A particular blackjack dealer (identified as "Chris") who has reportedly been with the casino for over 8 years consistently maintains a positive, professional, and chatty demeanor, remembering regular customers by name.
Genting Casino Fountain Park appears to be grappling with significant operational and customer service challenges. While a few long-standing staff members manage to uphold a standard of professionalism, the overall experience is marred by rude entry staff, a lacklustre atmosphere, inefficient service, and signs of operational decline compared to its pre-COVID state. For those seeking a vibrant and welcoming casino experience in Edinburgh, it may be advisable to explore other options until these fundamental issues are addressed.
Bouncer has way too much pride. Seems to think he has more power than anyone else. Previously I had a bad experience with him talking to me like I was an object. But today he turned us away because my boyfriend had ‘too much to drink’ without him even having any signal of this. To follow he then starts laughing at us with the staff working the desk as we walked out. We heard them all laughing and straight away went back in and left our cards. Usually we have good experiences with staff here but after today our opinion has changed. Horrible service and worse staff to follow.
Me and my friends had a very bad experience. We wanted to reach our friends inside and they were pretending that my Italian ID wasn’t allowed and also the Brazilian one, (even though my friend inside had the same one) and when we explain to them they just said that it wasn’t the same guy letting my friend inside (which it was actually a lie). I think this is so unfair and I won’t ever come back again , I do not recommend this to anyone, we were embarrassed and we’ve never being treated so badly at an establishment before.
Literally the worst casino I’ve ever been to. For reference I lost 50 pounds, I brought 300 (I left early because it was that bad). No music, literally every dealer was depressed and had 0 personality, the dealer also said I couldn’t curse (like what). Stay away from this place. Vibes are literally awful
Staff are extremely unprofessional. Seem to have decided that I was too ‘drunk’ to enter even though they had no signal of this. Then to follow they laughed at me as I walked out the door. Won’t be back if this is how they decide to treat their regular customers.
Sad to see the difference in this Casino compared to pre > post covid. I played in the Poker tournament on Friday and there was no-one taking drink orders until well after 9:30pm and even then they either forgot multiple orders or somehow managed to take 30-40 minutes to deliver a single tray of drinks. Multiple players in the tournament trying to get a pint / glass of wine, ended up going to the bar themselves because the service was so poor.Multiple dealers for the cash tables looked absolutely miserable. I know it's not the greatest job in the world but there are easy tips to be made even pretending like you enjoy the job. Also multiple hands even in a 45-60 minute session miss dealt / mistakes being made. Dealers not keeping things moving quickly, basically the complete basics of being a dealer...Cash desk not allowing me to get setup so that I can withdraw money from the desk instead of queuing on the one of two cash machines. One machine was out of notes, so there was a large queue for the only cash machine left. After turning away multiple people from the cash desk to force them to use the only machine left. Once everyone got money out, they decided this was the best time to do a small audit? More waiting instead of playing....There is a broken speaker in the poker card room also, static from it goes off every 30-40 seconds (fix please?)If I had to give any positives it would be two members of staff. The Poker card room floor manager? Not sure on official title but he made sure the tournament runs smoothly and gets players onto the cash tables. Good professional positive attitude. And although I never played any blackjack tonight, I recognised one of the dealers (Chris?) Pretty sure he's been there for 8+ years but remains positive, professional, chatty and remembers most regular names.It wouldn't be hard to return this place to the glory days with a small amount of effort. Sadly the Indian girl that collects drink orders is absolutely useless. She hasn't improved in 5+ months :| Often forgetting orders or taking 30-40 minutes to provide a single table of drinks.