JACK Cleveland Casino

Reviews 3

JI

Jim Dawg

I dont give this casino long. How could they be so ill prepared for a long planned transition? I have very little positive to say. Heres my story. I was a Diamond with Total Rewards. Had tired of multiple things with Horseshoe and let them know that before the Jack transition. So I decided on my most recent trip, my first since the name change, I wouldnt even bother to get rated. Problem was it became a huge hassle to leave at the cash windows. The way I play, Im either going to win big or lose big. So I had a couple of good nights in a row. But to get out of the casino with my money and no Jack car was damn near impossible. So on the 3rd day, I decided it would be better to go ahead and get a Jack card. This took forever with huge lines and only two employees working. Why start everyones gambling day off with a long wait just to get a loyalty card? My Diamond status with Total Rewards made me an immediate C. I get that. On the day I was getting rated, I also got murdered at the tables. Frankly, I went on tilt and lost my arse! Thats on me. I played enough in that one day to be converted to K status. Thats as high as it gets. Right? So I just registered my new Jack account online, two weeks later, to see how many points I earned. Answer? Zero. Huh? Earned $360 in cash earned.....whatever that means. But zero in points? I dont even know what Im losing out on with having earned zero points, mind you on a long day of play with both massive wagering and losses, but assume it has to be something. More specifics on this visit: - Keith (pit boss) in high roller room stayed on with Jack and is still fantastic. So much better than next best pit boss youll ever encounter. Remembers me by name every time. - Love the new chips. They are best Ive seen in any casino. Well......thats it. - Drink service still virtually non-existent. - Card shufflers struggle with new cards. Had a 3 Card Poker machine have an error every other hand. Was told by the dealer the cards are the problem. Old machines from Horseshoe not properly calibrated for new cards. - Eye in the sky will send down word of players supposedly being paid in error, with no proof or discussion. Even when dealers are adamant it didnt occur. Instead of being apologetic, they actually treat the player like theyre guilty of having done something wrong. Horseshoe was no different. I was playing 3 Card Poker at table max and had them come down and say I should have lost a $25 Pair Plus bet earlier in the evening. No discussion. Just give up the money or leave. - Worst of all, dealers are very unhappy. Theyve already had their payroll and benefits screwed up. Like not getting paid correctly or timely. And lots of turnover has already occured, which forces players to deal with slow and inexperienced dealers. More turnover is coming. The transition has really upset many of their employees. - Like most players, I still cant understand why they havent yet come up with a solid reciprocal arrangement with some other Vegas brand. Certainly there has to be some other brand willing to lend their name? But maybe not if the Jack name damages that brand? I just cant see Jack making it in Cleveland. Too bad for everything other than my checking account. Theyve done very well for themselves on most of my past visits. So much so that I should probably have the red carpet laid out to get me back. Gonna try to show more personal discipline on my next trip to Cleveland.

CO

Colin Taylor

The staff here were the RUDEST, most obnoxious people I have ever met. And Im not talking about one or two people, this was across the board. They were completely dismissive and lacked just about any sense of decency about how to treat people in general, let alone well-paying customers of a supposedly nice establishment. I went here with my entire family to celebrate my grandfathers 90th birthday (blackjack is one of his few remaining hobbies, since he cant move around very well and is nearly deaf, but he can follow a card game and enjoys gambling). We went to the buffet for dinner, and were told that parties larger than 8 people get charged an 18% gratuity. (Im sorry... an 18% gratuity at a buffet where we serve ourselves?) We said "Ok, then well sit at separate tables. There are a lot of us and well have smaller conversations anyway." We then watched them conspiring to sit us at tables as FAR APART as possible, so we decided to just pay the gratuity and sit together. They then decided not to push tables together near the entrance, but instead told us the only way we could all sit together (there were only 9 of us, not like 40) was all the way at the back corner (a fair distance in a large venue). My grandfather couldnt walk that far, and theres no reasonable explanation as to why 9 people couldnt sit together near the entrance. Most of the tables were empty. We sat near the entrance AT SEPARATE TABLES anyway, and still paid the gratuity. A gratuity for a server that didnt even take any orders. We had to place drink orders at the register on the way in. Dont get me wrong, I dont have a problem with gratuities for servers who are paid too little to begin with, but you have to provide some basic minimum level of service in order to justify it. Seating us at separate tables and making us get our own food is below that line. And lets not forget deliberately manipulating us because my grandfather cant walk more than 30 feet without help. They pulled the same stunt on the way out. They closed off the buffet entrances around the time that we left, and my grandfather started to leave the way we had come in (which was now roped off). A particularly rude staff member yelled at him that he was going the wrong way. A 90-year-old man with a walker who cant hear and was already halfway out of the restaurant was being told to come all the way back inside, walk around the registers, then go right back to the other side of the rope where he was standing. My aunt asked if they could just let him out where he was, and the staff member gave her the nastiest glare and yelled at my aunt as well. I lost it at that point and told them my grandfather wasnt moving an inch from where he was and that I was sure they could find it in them to unlatch a freaking rope for a few seconds to accommodate a 90-year-old customer. My aunt insisted on speaking to a manager at that point, and he didnt even bat an eye. They really dont give a damn about customer service at this place, and lets not even get into the continuation of that kind of treatment on the way out of the casino itself. Completely and utterly unacceptable behavior on all counts. We will NEVER be back.

TR

Tristan Mills

JACK is a fitting name for this casino. I know you are supposed to be prepared to lose whenever you attend a casino but Ive been here roughly 20 times since the transition and have left a winner one time out of those 20xs. Everything in this rinky dinky casino is rigged, from the (what should be illegal shuffle master machines to the dealer errors, to the 7 heavy dice how is this even legal? If you dont pay attention on games like baccarat the dealers will tell you youve lost even though they didnt pull all 3 cards unless you tell them they will proceed and take your possible winnings,witnessed this multiple times. I remember when I was playing baccarat and I won a $100 bet but accidentally removed my bet before the dealer paid me out, so of course I didnt get paid I purposely burned the dealer with my eyes, and could tell that she knew what happened she had this worried guilty look on her face knowing she didnt pay me on my bet but I didnt say anything but on the other hand was accidentally paid $50 on a bet, the petty dealer made it a point to call the pit boss and the cameras reviewed not even 3 minutes went by security came over asking for thier money back...lol what a joke. The rewards program is non existing, the players card doesnt always register while playing eletronic games such as roulette no matter how many cards you replace, the eletronic roulette and craps always seems to cancel your bet in a glitchy way when you have the correct bet and then when you do bet of course it doesnt go through its as if they know what your betting.....the higher the bets on electronic baccarat the more you lose its always the opposite if you bet $25 or higher....again how is this legal? You guys at the JACK are crooks and swindlers and wouldnt be surprised to see the owners on American Greed one day..I hope this casino gets exposed and shut down.. parking is almost impossible to obtain Im a A member used to be platinum and get free parking and now I dont. Ive left out of there with no money multiple times and was unable to recive free parking had to wait untill 3 am just to leave while no one was staffed at the gate. There is no empathy with your parking staff players like myself small fish or big fish pay your salary if everyone boycotted this place for a week straight they would either loosen up or shutdown. This is a sad place, rarely see any winners all of the stories are the same either they have come close to breaking even or lost it all. Your security staff is petty constantly watching sending waitresses by or having someone sweep by you or walk around, for what though? Im losing why watch me?This is the only place where the dealer on blackjack can get 21 5xs in a row.. Lol I hope you guys reap what you sow.

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