Jeronimo C

Emperors Palace assault

On Sunday morning around 2am. Myself and my partner went out for fun to try slots. We gambled for around 1 hour. She had abit of a headache and layed her head down for abit. Suddenly I heard a loud sound , the casino security hit her chair and forced her to wake up. She slightly hit her head on the slot machine due to the impact of the chair and woke up in fear. I confronted the security and he ignored me and kept hitting the chair until she stood up. He then verbally said that it is his Job to hit the chairs. The guard also told me to stop my session and exit the casino. When I went to the front desk to lay a complaint the head of security said no the guard is wrong. I then followed their internal process and laid a complaint. The matter was not escalated. There is no one who can assist with customer service. The Hr does not want to get involved and the security department just sides in defense. This is unacceptable to treat any client this way. Emperors palace has no remorse or internal systems to ensure safety of their clients. It is scary to see that no processes are being followed. We are now forced to follow legal routes when the matter could of been resolved internally. I am sad to be treated this way as we have been going to emperors palace for years.