Penn National Gaming was founded when the Penn National Race Course opened in 1972 in Grantville, Pennsylvania.
PNRC Corporation was incorporated in 1982 as a holding company for Penn National Gaming. The company changed its name to Penn National Gaming in 1994.
Penn National Gaming began to acquire casinos and race tracks. Today the company owns 30 horse racing and casino gambling facilities, including Raceway Park in Toledo, Ohio, Hollywood Casino in Pennsylvania, the M Resort near the Las Vegas Strip.
Penn National Gaming trades publicly on the NASDAQ under the ticker symbol PENN, is #740 in the Fortune 1000, is a member of the Russell 2000, and had $2.59 billion in revenue in 2014.
Penn National GamingPenn National Gaming was founded when the Penn National Race Course opened in 1972 in Grantville, Pennsylvania.
PNRC Corporation was incorporated in 1982 as a holding company for Penn National Gaming. The company changed its name to Penn National Gaming in 1994.
Penn National Gaming began to acquire casinos and race tracks. Today the company owns 30 horse racing and casino gambling facilities, including Raceway Park in Toledo, Ohio, Hollywood Casino in Pennsylvania, the M Resort near the Las Vegas Strip.
History
Penn National Gaming trades publicly on the NASDAQ under the ticker symbol PENN, is #740 in the Fortune 1000, is a member of the Russell 2000, and had $2.59 billion in revenue in 2014.
Can you help me with a problem?
This is not the first time I have had problems getting my bonus rewards online at MyChoice Casino.
I just bought the $99.99 package for which I was supposed to receive 150% credits but only got the basic
amount. (see 2 attachments) How can I resolve this easily without taking 3 weeks again?
Please contact me ASAP.
Penn Gaming sends out these promotion offers for food, comp $ to play on as intisors to get you playing in the casino and free hotel stays. However these promotions are based on lies and deception. I called last week to river city to get free hotel stays as documented in the promotional mailer I received. I was told the hotel was booked up under the promotion rooms but I could pay for a hotel room and these rooms are available.
this week being my birthday I I called to get a hotel room free as documented in the promotions mailer and told me the promotions free rooms are all booked but I can get a room for $49 per night. they blew my birthday plans. I guess they show their lies and deceit the don’t want my gambling business so ill toss my casino card and take my future business to another casino like isle of capri that honors the promotion ads they send to possible patrons. thru lies and deceit they cost their casino business on the gaming floor. this is definetly NOT efficient management operations. maybe an efficient member of management will get this message and attempt to correct their operations flaws.
Dear MyChoice
My wife and I have enjoyed our visits nearly every week for the, “Live it Up Club”, senior day at Hollywood Casino Columbus Ohio.
The trip is about a 65 mile drive for us and when the weather is good we look forward to the visits and the senior day buffet. We use our Marquee Rewards points for the senior buffet on Wednesays and enjoy playing our favorite games. The ” Marquee Rewards”, only required a maximum $200 play credit to achieve a senior Buffet! We feel that the Marquee Senior Rewards promotion has really enhanced the enjoyment of our visits. This new MyChoice point structure is inferior to the Marquee Rewards and requires a unrealistic play related to measures and activities with particular play. “Example”, My play on the Bally’s roulette machine, under the MyChoice program now requires an expenditure of $1600 in play to receive a senior Buffet reward! The Buffet is good but not that good! The Points accumulation is also not sustainable under the MyChoice program with moving one’s play to different games! When players move to different games in the same time element, points are lost and if play is not in certain increments are unrecoverable! “Example”, I’ve always enjoyed playing the Bally’s roulette machine at Hollywood casino Columbus Ohio and achieveing the 200 Senior point buffet reward, resulting from a maximum $200 in play! I’ve voiced my disappointment about this new MyChioce program with Jason Birney and Michael Murphy of Hollywood Casino Columbus and they were very understanding, friendly and eager to help. We are not big gamblers but did looking forward to our weekly visit to Hollywood Casino on senior day.
Sincerely
Fred W Mossholder
mossman2@ gmail.com
The Alton Belle has been a true blessing to the Alton Illinois area for as long as it has been there on the river. The management over the years has truly been community minded and that is much appreciated. I am inquiring as to whom I should talk about community involvement now. Should it be local or should I be in touch with someone at Corporate. Thank you in advance for responding.
Up until a week ago I was an employee at Hollywood Casino Jamul Casino which is one of Penn Gamines properties. I have to say that Penn Gaming should really evaluate its Managers and how they treat their average front line employees. They could start by putting all upper Management through an Ethics training class. Also remember it is the front line employees who make the all mighty dollar for the Penn properties. Its not the Managers who provide good guest service its the hourly employee who does. So when your employees are not happy maybe the problem is with Management!!
Hello, I would like to request an investigation regarding my group staying at The Hollywood Casino, Lawrenceburg. For three years my group stayed there and all went well, last year there were some problems, rooms not ready, guest cancelling and changing rooms, incentives given to guest from representative from Hotel, I thought we, the representative and I were working togather to solve the problems but her conclusion was not to allow my group to stay in the Hotel for 2017 so we were denied reserveration. I would like to know why my group was denied that request.
Mr Saunder, G.M and I were trying to call one another but we keep missing each other’s call and we didn’t get to talk about this problem, I would like to know what happen that we, my group would not be allowed to reserve rooms in The Hollywood Casino as a group.
Thanking you in advance,
Gail Calloway
The Chicago Travelers
773-703-XXXXX
Penn Gaming Corporate (Timothy J Wilmott et al)-
I contacted the corporate headquarters today. They were very responsive in taking my information and stating I would receive a call tomorrow from an assistant out of the executives office. I will give them the benefit of a doubt that it occurs. I am contacting to advise of the HORRIBLE levels of customer DISservice I have encountered at the Hollywood Charlestown Races and Slots branch in West Virginia. It is over two months in trying to get my Marquee Rewards card to be functional. The card still does not work and I have reached out with seven plus contacts to the casino to address. Only one time have I been contacted by the casino to follow-up. Every other contact has been from me to them. I and my partner/roommate could not participate in the company promotions for Dec & Jan because the cards do not work. Last Friday the casino had a slots tournament that excluded on the Marquee level customers. Someone should have been walking the long line advising people of the requirements and status. A guy kept walking down the first 15 or so people and then bailed. The signage was not created very well. It showed the cards that were eligible to participate, which was all but Marquee level. The signage did not adequately display that so it was very clear. I spent 25 minutes standing in line to participate in the tourney, only to be told along with some others that we were not included (therefore excluded). The Penn Gaming marketing rep processing the admissions then proceeded to start a loud argument with me, right there on the casino floor in the high profile area, about how Charlestown is number one in the industry for customer service. He squared up on me telling me I was wrong in saying they have proven to me that they DO NOT care and are terrible at delivering even decent customer service. He hollered at me that I was wrong and he can prove it, by printing it out and giving it too me. I highlighted to him of some of the serious FAILURES I have experienced with Charlestown over the last 3 months, which he brushed off being something he didn’t know about, but that it doesn’t matter because the are still #1 in the industry for customer service. One of the other marketing persons, John Hall (Mgr?), jumped in and stopped his coworker from continuing the argument. He handled the concerns like a professional…. after my blood pressure and frustration reached the roof. John stated he was forwarding the issues to appropriate people to be addressed/resolved. Of course I have heard that may time before, to no avail. I have been dealing with the Cage Manager (?) for two months trying to get my card activated…. to no avail. I have to contact them to pursue because they won’t reach out to me or FIX THEIR system problem, which I was told by a cage manager -on-duty is well known, has been recurring for many months, BUT is not their issue, because it is a Corporate thing. I need to reach out to corporate to get it addressed as they don’t have anything to do with THEIR OWN rewards cards. Very interesting since the company website instructs patrons to raise issues at the local casino, if you have problems. The manager-on-duty told me that instruction is wrong and shouldn’t be on the webpage, since they don’t have anything to do with the rewards program. Of course, the cards/customer info are entered, registered, created, printed, and reproduced at the casino. Last Friday, right after the argument with staff, the casino had a system failure that floor personnel were totally oblivious about for at least 18 plus minutes. I advised three different persons about card scan kiosks being down before I had a conversation about it with a technician that was aware of the problem. It was a system wide problem, not just Charlestown according to the tech. I asked why they don’t put an out of order sign on the handful of kiosks to advise patrons, so the customers are not inconvenienced by waiting in line for a non-functioning kiosk machine. He told me they couldn’t do that, too many machines at 2100 count. I clarified the kiosks not the slots. He said they still couldn’t do it. ABSURD!!!! Very shortly after I started getting calls from the bingo party I drove to the casino. They had tickets pulled from slot machines that were not working. The slot & ticket redemption machines would not accept or process the tickets. So I ran around and collected those to figure out how to resolve for the group. I was told they had to be taken to the cage to be turned in. Needless to say with the couple hundred (at least) people needing to go to the cage to get their money, in order to keep playing for some, merged with the large number of regular customers needing to get their chips and other service needs from the cage. That line was instantly outrageous, feeding all the way across the casino. Once again, no one walking the line and explaining the issue and apologizing for the inconvenience (BECAUSE CHARLESTOWN PROVED AGAIN IT DOES NOT CARE, or know how too). I have been bold-face LIED TO by the manager-on-duty of the cage, identifying himself as the manager of the full casino, when he wasn’t. I was bold-face lied to twice by Sr Mgr, Bill Florence when his assurances that a game was being added to resolve customer, dealer, pit bosses, and other manager regular complaints of a lack of sufficient Texas Hold’em table games failed to happen. Mr Florence also never followed up with the call he said he would make to me about the machine being added with the expansion, as discussed and promised. Why don’t you just hang a sign at the entrances to go to Maryland Live or MGM if you expect decent or better service levels. Lord knows whenever there is a problem it is always a challenge or failed process. I bailed on Charlestown for well over a year taking the bingo groups to MD Live, and now MGM as well…… because they DO know how to provide customer service and do so with ownership and professionalism. I have had a couple persons who handled themselves courteously and professionally, but with faile follow-up and/or results. John Hall and Anthony (manager on Friday night) were examples of that. The follow-up call I was told friday night would probably not occur until probably Monday or Tuesday first thing, at the latest, DIDN’T happen. I again had to call the casino to follow-up on my own. I spoke with Brian Ward (sp?) at approx 2PM Tuesday. He was unaware of the complaint as of that time. He found the comm from Anthony while scrolling his emails during our call. Mr Ward stated he was going to reach out to the appropriate parties to address concerns we reviewed. He stated it would take a while to do so, but that he would see it done. I told Mr Ward I felt it was something that needed to be shared with corporate, since the casino had such a history of failure. I asked how I could contact corporate to share with them and he stated he didn’t appreciate the “threat” and he would follow it up. He finally told me I could go on the website to get contact information, that he was not going to provide it to me. Please understand that Mr Ward DID demonstrate an appropriate level of care and concern. He DID apologize for the frustration and concerns. His behavior and statements, excluding the refusal to provide corporate contact information and instructing me to get it myself online, was courteous, considerate, and professional. Only John Hall, the cage cashier, and Anthony apologized for the myriad of problems Friday night. Nobody else even apologized. I can’t believe there was no use of the page system to address the patrons about the issues that were occurring. When everything is going great, everyone looks good. The true character and caliber of the company and staff, cleaners to Managers, is truley demonstrated when problems occur. And boy….. Hollywood showed that they truely STINK when it comes to competence of customer service, yet again this past Friday night. If you didn’t have the track I would never have come back. AND I know for a fact that I am not alone. Some blogs, discussions, and Facebook bashings I have written/participated have demonstrated that directly. Hollywood is sending people to MD Live and MGM. I and the bingo groups I shuttle are part of that group, again. As crass and crude as it is, it is accurate…… Hollywood Charlestown SUCKS at customer service!!!!!! I know from 40 years of Operations Management that you can’t fix what you don’t know is broken. Well you should know now. Let’s see if this fish stinks from the head at Charlestown or Penn Gaming Corporate. Thanks for reading , I hope!
Mark Burnett
571-421-XXXXX
To whom it may concern,
My name is Cynthia L Edwards and I am a Slot shift Manager at the Argosy Casino (Riverside Mo). I have worked at this casino for 22 years and have enjoyed and appreciated every minute of my employment until disaster struck my family. I sent correspondence about this a couple of months ago but never received a call or an Email back from anyone.
This is a benefits situation so I hope this is forwarded to the right individual or department. First of all let me be perfectly clear… NO amount of MONEY can EVER replace my SON!
On July 9th 2016 my 23 year old son passed away very very very unexpectedly, this was the worst moment of my whole life. I never thought my children would go before me. With that being said I have always carried “child” life insurance on both of my kids. When I inquired about what information I needed to send to UMUM I was informed that my son aged out at 18. I never received any type of correspondence of this information and as a matter of fact I assumed my 28 year old daughter was being covered as well. My benefits director, Lisa Wilson called me and told me the news and during that time in my life I was already beside myself in grief that I didn’t really acknowledge the call back, I just chalked it up to be another HUGE obstacle in my life.
Before I returned to work and after I had emerged from my total “black cloud” and was able to slowly emerge into the “Realities of life” I sought advice from a lawyer and from my own personal insurance provider, both of whom agreed without a doubt that since I was still paying the premium for child life insurance on the day that my son passed away (July 9th 2016) the company (Penn National Gaming & UNUM) were responsible for paying my life insurance. My personal insurance provider sent a formal complaint to the Insurance administration in Jefferson City Mo, as well as a letter to UNUM both claiming fraudulent activities. My personal insurance provider also reminded me that 2 months before my son died he had called me for an insurance review and specifically asked if I needed coverage for my children and I told him “no they are covered through Argosy”. Little did I know!!
UNUM has since called me and I have tried on many occasions to return the call but the lady who is handling my case always has a recording stating she is out of the office until the next day (no matter what time I call) and as I mentioned above I sent an Email to you (corporate) without a reply.
When I returned to work 2 months later I sent another Email to Lisa Wilson (our benefits director) and she told me that I would only receive as compensation reimbursement of the insurance dated back to the day my son turned 19. It was then that I thought that this was an isolated incident only involving me and my family. I was SHOCKED to find out that there was countless numbers of employees who had been covering their “children” over the age of 18 without any correspondence stating that they “AGE OUT” on their 19th birthday. Lisa Wilson (our benefits director) was even one of the ones who was still covering her “over 18 years old” daughter. Had my son not died we would ALL still be paying the premium and we would ALL think that our families were covered.
Unfortunately I was the one who had to be an “example” for our company and the many employees that thought all along their children were covered. Benefits had to send out countless letters to others stating their children’s insurance is no longer available.
I still enjoy my job and I am very thankful to have been a part of this company for 22 years but this incident has broken my heart and my sense of trust within the company. As far as being able to be heard and to know that if this happened to any one of you in the corporate office or if this happened to anyone else at the Argosy Casino (which I would not wish on anyone because it has torn my life apart!) that I could count on my directors or the support of the corporate team to understand that I did not do anything more than cover my children with the insurance offered and was never told (until after the death of my son) that “OOOOOPS” you aren’t eligible for that anymore…..
I ask each an everyone who reads this Email to put yourself in my shoes…what would you do?
I do appreciate you taking the time to read this
Respectfully,
Cindy Edwards
Slot Shift Manager
Argosy Casino Hotel and Spa
816-746-XXXXX
Cynthia.Edwards at pngaming.com
Miss Edwards,
I read your story above. You have a right to be frustrated and disappointed. I don’t work for the casino, but I sure hope someone from there helped you! So sorry for the loss of your son.
Deb
If they were taking money out of your check , and knowing it did not cover your son then this is an act of fraud. Consult an attorney with brass balls and send the company into risk management.