MGM Resorts International – Horrible customer service

I was at the MGM casino in Detroit, MI on 8/8/25 and was playing the slot machines. There was a malfunction on the slot machine, and it would not print my ticket so I could get my money out. I turned on the "attendant" light to get some help. No one ever came by, and I could not find anyone in the area to help me. My friend and I looked around trying to find help but could not find anyone. After 25 minutes an attendant finally stopped by and was able to get the machine to print the ticket in less than 5 minutes. What if this happened to someone with a gambling problem? Instead of going home, their money would be trapped in a machine, they would sit down and gamble at the machine next to them and let them sit there for a half hour until they were flat broke.

I went to the front and asked to speak with the manager. I told him what had happened. He said they were very busy with hand pays on jackpots and other service issues. OK, sure (I’m pretty sure that is a lie). I said if that is the case than what do you do to compensate the people that were left trapped at a machine. He told me "If we are busy you may have to wait 20 minutes... or 30 minutes... or even more. Any casino in town will do that." That is a completely false claim. How can a manager at MGM tell me what the other casinos do, and I have also never had this problem at any casino where I had a problem. There was no apology, no compensation for my time, nothing. I wasn’t gambling so he wanted me out.

I tried to contact MGM about it but when I called it gives you a message that says, "this is a non-working number at MGM international" and hangs up. These numbers listed for MGM do not work. (702) 650-6900, (702) 792-4990, and (702) 692-4503. You can't even file a complaint with them no matter how hard you try. They created a dead end.