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Here's where we'll tell you about casino complaints and problems. For most of my career I was a business news and consumer news reporter and many times I would tackle complaints that consumers had and I would investigate businesses. Sometimes I could help bring about a resolution of a consumer's problem and sometimes I could alert the public to a potential problem before any consumer was hurt. If you have a complaint or a problem about a casino contact me at Alan@AlanBestBuys.com and let me know what it is and perhaps I will be able to help you get a resolution. If not, let's help others know about the problem.

DISPUTE WITH CAESARS PALACE RESOLVED

Update August 31, 2016  I am pleased to report that my dispute with Caesars Palace has been resolved. I had a warm, friendly and interesting phone conversation this morning with a manager who is in charge of safety. I am sure that Caesars is very concerned about the safety and convenience of its guests and I am glad that not only was my problem settled but Caesars will always be looking out for the safety and convenience of their guests in the future.

FEDERAL REGULATIONS ABOUT DOOR CLOSING SPEED

Update August 31, 2016  While continuing to research my accident at Caesars Palace (see the articles and videos below) I discovered that there were federal regulations about door closing speeds and the devices used to close doors and the pressure and force for opening doors. Please see: https://adata.org/factsheet/adjusting-doors-access In particular I noted that rules require that doors not close too quickly and doors should take at least five seconds to close from the open position of 90-degress to an almost-closed position of 12-degrees. While I don't have an exact timing of the door at Caesars Palace it appears that the five-second rule might be questioned. I did ask Caesars for their video of the incident but they said they would not provide it to me or to my attorney.

CAESARS PALACE LAS VEGAS SAYS IT IS NOT RESPONSIBLE FOR INJURY

Update August 19, 2016  Earlier today I was notified by my attorney that a claims representative for Caesars Palace told him that Caesars was not responsible for my injury from a closing glass door and they would not be responsible for any of the medical expenses or costs associated with the injury including the visits to a doctor, a tetanus shot, two types of antibiotics, and other over the counter medications for the treatment of the injury and to prevent infection. Details of the incident including the initial treatment by a first aid professional employed by Caesars Palace is below.

Photo of the wound taken June 25 during a
webassets/20160625_015934june25wound.jpg
bandage change. Flap of skin was pulled from hand.

Four days after the injury at Caesars Palace.
webassets/20160628_083439june28wound.jpg
Oral and topical antibiotics were prescribed.

Wound reopened on July 7, which was 13 days
webassets/20160707_132049july7woundreopened.jpg
following the injury. A small scar remains.

WHAT'S TAKING CAESARS SO LONG TO RESPOND?

Update August 1, 2016  Below you can read about my injury at Caesars Palace. After I was injured by a fast-closing glass door, Caesars sent me a letter informing me of my rights. I forwarded the letter to my attorney. It's always a good idea to refer official, legal matters, to an attorney.

My attorney also forwarded my videos, photos, and a copy of the treatment report from a doctor, and a copy of my bills. After a couple of weeks, Caesars has not responded except for a claims representative who said they viewed their video of me entering the door. The claims representative was requesting additional information from Caesars management or someone at the property.

In the meantime, the fast-moving door has been adjusted to close slowly and with less force. You can see the videos below.

This morning, the claims representative from Caesars sent an email to my attorney which said there is still no response from Caesars management, or whoever is supposed to respond, and they now question why I never reported "anything wrong with the mechanics of the door" when the accident happened.

Well, for one thing, I didn't know there was anything wrong with the mechanics of the door. When I spoke to security and was being treated for the wound to my hand which covered my hand in blood, and led to blood on my jacket, jeans and shoes, I told them the door cut my hand. Their security office filled out an accident report. Later during that same weekend I returned to shoot the video showing how the door closed quickly.

It wasn't till days later when I returned to Caesars that I saw the closing speed, and the closing force of the door had both been adjusted. I am not a door expert or a door engineer and I had no knowledge that the door had anything wrong with the mechanics at the time of my injury. Certainly had I known there was a problem with the door, I wouldn't have used that door. And of course there was no sign or warning that the door would close quickly and with such force.

So is Caesars saying I had to know in advance that there was a problem with their door? 

It's also curious that Caesars quickly adjusted their door, but can't quickly respond to my attorney.

CAESARS PALACE ADJUSTS HEAVY, FAST-CLOSING ENTRANCE DOOR

Update July 11, 2016  I am very happy to tell you that it appears that Caesars Palace has made a significant change to an entry door at its Augustus Tower VIP entrance. A couple of weeks ago, I was injured when this heavy, glass door closed quickly hitting my hand and causing a deep abrasion which required medical treatment. I visited Caesars yesterday and it appears the door's mechanism has been adjusted so the door remains open for a longer period of time and closes gently. You can watch my video below where I test the door and below that video you can see my earlier reports about the problems with the door and the injury I sustained.

Now the door not only closes slower and in a more gentle manner, but the door actually feels lighter. I don't think they changed the door and I think adjusting the mechanism for the door makes it feel lighter. But if they did go so far as to change the door I think they should be commended. I can't understand why they would need such a heavy door at a public entrance when guests might be carrying bags, pets or children into the hotel. After all, this is an entrance to the hotel, and not the entrance to the vaults. 

I did receive a letter from the Risk Management claims company for Caesars asking me if I intended to file a claim for my injury. The letter said I had two years to file a claim under Nevada law. I sent the letter to my attorney since that's what attorneys are for.

A couple of days after a medical first-aid person at Caesars treated me for the abrasion which caused a lot of bleeding, I went to a doctor at home who gave me an injection to prevent tetanus and the doctor put me on heavy-duty antibiotics for ten-days to be sure I didn't pick up anything that would cause more trouble. While nothing was broken in my hand, my right index finger was hurt and still hurts and the doctor said this pain could linger and is expected after an injury such as this. Unfortunately the wound is healing a bit slowly and I had a problem with the wound opening and continuing to bleed even more than ten days after the injury.

By the way, my attorney did speak with the claims representative for Caesars. My attorney said the representative told him that they examined the door and found nothing wrong with. Curiously, they seem to have made some adjustments to the way the door closes.

THE DANGER OF WALKING INTO CAESARS PALACE

Update June 28, 2016  Everyone knows there is a financial danger everytime you walk into a casino, but there is a physical danger when you use a particular door to walk into Caesars Palace in Las Vegas. This is a personal story and normally I write about problems others encounter. Because this is a personal story, I have some insights and some video to actually show the danger. I am going to start with something visual that will illustrate that this was not a minor problem. Below is a photo of my outer jacket, which happened to be a windbreaker style jacket that I purchased in a gift shop at Caesars about a year ago. What you are seeing is a large amount of blood that came from a cut on my hand. That was the pool of blood deposited on my jacket after my cut hand brushed against the jacket. My cut hand also dripped blood on my right shoe, but because my shoes were dark brown the drops of blood were not visible.

Jacket with blood from cut on right hand.
webassets/20160624_123922jacketwithblood.jpg
Blood deposited when my hand touched jacket.

I cut my hand coming through a heavy glass door at the Flamingo entrance to the Augustus Tower of Caesars Palace. Below is a video of others using the same door. Many people use that door, including me, but on Friday, June 24th at about 12:30-PM I did not move through the door fast enough and the beveled glass edge of the door caught my hand at about the top of my thumb and ripped a flap of skin from my hand.

It happened so quickly, and the glass edge must have been so sharp, that I didn't realize my hand had been sliced until a couple of moments later. Moments after I went through the doorway, when I was standing a few steps inside the lobby, I was talking a friend on my cell phone (phone in left hand) and I felt wetness on my right hand at my side. That wetness was blood covering most of my hand. I immediately walked to the nearby mensroom, washed away the blood, saw the injury and applied paper towels in an attempt to control the bleeding.

After a couple of minutes I walked out of the restroom, I approached a casino employee and reported my injury. Security at Caesars Palace quickly sent over a medical technician who treated my injury. An incident report was filled out. I had the medical technician keep the jacket as there was no way I was going to attempt to remove the blood. The technician put it into a sealed bag, which is the proper thing to do with an article contaminated by blood. Later, Caesars paid for a replacement jacket from their gift shop.

But why was my hand cut? First, consider that the edge of the door is beveled glass. That edge, it seems, had the ability to cut my hand. This glass door at Caesars did not have a wood frame around the glass. The door was also very heavy and anyone using the doors at Caesars knows they are. The door also had a setting to automatically close after opening and the mechanism to close also turned that beveled glass edge into a dangerous object. This is why my hand was sliced. See the photo below.

Glass entrance door with beveled glass edge.
webassets/20160626_181755bevelededgeglass.jpg
Glass edge is exposed.

There is another problem and that is the closing mechanism on the door does not give you much time to walk through the door befor the closing door can hit you. There are no electric eyes or detectors to stop the motion of the door. In my case, my movement to walk through the door and into the casino was delayed by other casino patrons who were to my left and walking out their side of the doorway as I was walking in. And, in a split second the door hit my hand cutting it with the beveled glass edge. As I said, this closing mechanism doesn't give you much time to clear the path of the closing heavy glass door. Watch the video below that I shot after I was injured. You will see that after opening the door you have only about four seconds to get through the door without being hit by the closing door.

Not all doors and entrances to Caesars Palace are like this. Other doors have buttons to push so that the doors open automatically and give you more time to walk through. Frankly, I'm surprised this particular door gives you only about four seconds to walk into the casino. I would think Caesars would like to give gamblers more time to get in. After all, Caesars for years was known as the casino with a moving sidewalk going into the casino -- but no moving sidewalk to take you out.

There is a second door with the push-button system next to the door where I was injured, but it appears Caesars wanted to save some money which is why only one door had the automatic push-button controls. At the main entrance to Caesars there is also a turnstile type entrance door where you can walk in and out without even touching the door as well as doors with push button controls.

Another reason not to have doors with push button controls is that the push button doors tend to stay open longer and I am sure Caesars wants to keep the cold air inside the casino when weather is hot, and the warm air inside when weather is cold.

The bottom line here is that walking into a casino can be dangerous for your money, and depending on what door you choose, you could get hurt physically if you aren't aware of the mechanism and the weight of the door. If in doubt of your own ability to walk in quickly or to open the heavy doors, use the doors with the push-button controls.

POLICE ARE WAITING FOR YOU AT CAESARS PALACE

Update June 19, 2016  Las Vegas police are waiting for you at the Flamingo valet entrance to Caesars Palace in Las Vegas. They are waiting to write you a traffic ticket.

If you have to make a left turn off of Flamingo into the valet entrance for the Augustus and Octavius towers at Caesars Palace, be careful not to violate the rules of the road -- namely the left turn arrow at the valet entrance on Flamingo. If you've used this entrance before you know that you might have to wait several minutes for a green turn arrow to appear. As tempted as you are to turn left against a red arrow, don't do it. Las Vegas police are waiting to catch you and they will follow you into the valet driveway and write you a ticket.

Ever since Caesars opened a valet on the Flamingo side there's been a problem with the traffic signal. You might see the light for through-traffic go through several red and green light cycles before there is a green turn arrow to enter Caesars. I'm surprised Caesars hasn't had the timing of this turn-arrow adjusted.

If there is another driver behind you honking and flashing their lights to urge you to go through the red-light signal -- don't do it. Let them honk and flash their lights all they want. It's not only a violation to "run the light" but it's also not save. And, getting a ticket at the start of your casino trip is bad luck you don't need.

The Flamingo valet entrance, by the way, is intended for limos and Seven Stars members, and taxis are not supposed to use it. However, I know Vegas locals who will use the Flamingo entrance to pick up or drop off a friend at Caesars.

POKER ROOM PLAYERS AT RINCON CUT OFF FROM MAIN CASINO DRAWINGS

Update April 23, 2016  Players in the poker room at Harrah's Resort Southern California, also known as Harrah's Rincon, have a complaint when it comes to the drawings held on the main casino floor. The poker room is isolated and there is no way for the players in the poker room to hear if their names are called for the main casino drawings. Poker room players have asked that the winning names in the main drawings be posted on TV monitors in the poker room but that hasn't been done. While players have five minutes to claim winnings in many of the main casino drawings, poker players who leave their table to check on winning names in the main casino run the risk that they will miss blinds at their poker tables which could make them ineligible for other drawings in the poker room.

SECURITY PROBLEM WITH BELLAGIO VALET PARKING

Update February 27, 2016  This problem strikes close to home because it was reported to me by my son who is a guest at Bellagio on the Las Vegas Strip. He parked his car with valet and when he got the car back from valet he found that his various glove and storage compartments had been opened, papers and envelopes stored in the various compartments were all over the car floor, and his iPod that was wired into his car's audio system was missing. He immediately notified the valet department and a report was filed with Bellagio security. What is most troubling is that he was told by the valet department that they have had multiple problems with patrons' cars being broken into or ransacked. I always thought that valet parking was supposed to be safe and secure? I can understand that when you self-park there is the risk that someone might get into your car, but isn't valet parking supposed to eliminate that risk? He was also told that it was possible that the valet driver failed to lock his car when it was first parked. Even if the car had not been locked shouldn't the valet parking area be safe and secure?

He was told to call a "supervisor" to follow up. I contacted a host at Bellagio who told me today about six hours after the incident "the Bellagio valet has a track record of being safe and secure. An investigation has been opened. It will take time to resolve the matter."

Bellagio is owned by MGM which is the same company that announced it wants to start charging for parking instead of offering free parking as most casinos have in Vegas. The new parking fees are supposed to pay for improvements to garages and to pay for new parking areas. I have to wonder if they might want to improve their security as well as their training of valets so that cars are locked and valet parking areas are kept secure?

I will post follow-ups as I receive them.

Update March 1, 2016  Bellagio is continuing their investigation including the review of tapes of the secured parking area. In the meantime, a payment is being made for the lost property and some of the hotel bill was comped.

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