After dozens of visits to Plainridge Park Casino with no issues whatsoever, tonight I had a frustrating and humiliating encounter with their security staff.
I was sitting next to my mom, and we were both playing slot machines. I’m blind, so I use my phone to zoom in on the screen to see how much money I have left in credits. I’ve done this every single time I’ve come here—never once had a problem.
But tonight, a security guard came up behind me and said, “Unfortunately, there is no filming allowed here.” I was holding my phone just an inch from my face, zoomed in all the way, with my cane fully unfolded beside me. I was also wearing a light-colored sweatshirt with the name and logo of the guide dog school I’ll be attending—clear as day, bold lettering.
I explained to him that I’m blind and that I wasn’t filming, just using my phone so I could read the screen. He then asked if the person next to me was my “guide.” I calmly said, “No, that’s my mom.”
He looked embarrassed and apologized, saying he’d inform the other security staff so it wouldn’t happen again.
About 10 minutes later, my mom and I had moved to a different part of the casino. Another security guard approached me and, again, told me, “No filming.” My cane was unfolded and positioned on the side he was approaching from—the handle literally near my phone.
I explained, once again, that I’m blind and using my phone to see the screen, just like I told the other guard. I even mentioned this was the second time it had happened that night. He offered to show me the rule sheet up front to “prove” that no filming was allowed.
I told him I understood the rule—but I wasn’t filming. I was just trying to access the screen, independently, the only way I can.
That’s when he said, “The casino doesn’t care. They just don’t want people holding phones up to the machines.”
My mom overheard this and stepped in. She asked, “How else is she supposed to read the screen as a blind person? This feels discriminatory.”
He looked at her—not at me—and said, “Oh, she’s blind? I didn’t see the cane.” Then, as if that excused everything, added, “My sister is blind too.”
No apology. No acknowledgment of what had just happened. He just walked away.
That’s when I couldn’t hold it in anymore. I broke down crying, right there in the middle of the busy casino. I felt ashamed of my disability. I felt ignored. I felt humiliated—just for trying to navigate the world independently like everyone else.
I don’t know if I’ll return to Plainridge Park. Tonight made it painfully clear how little awareness—and compassion—they have for people with disabilities. If they “don’t care” about a blind person simply trying to read a screen, then maybe I shouldn’t care to support them with my time or money.
I truly hope they invest in some disability awareness training. They need it badly.
Grant Rockefeller III
I’ve been coming pretty much since they opened. I have good days and bad days, but that’s gambling.
Pros: The workers are very friendly. Machines have been updated. Non smoking. The food options are now better with Dunkin’s, pizza and burger options in the food court. The new sports book bar/food is consistently ok. The TV screens are impressive. I preferred Fluties before it was replaced. Slacks is expensive but good food, and the service there is always great.
Cons: The bathrooms aren’t always the cleanest and the same faucets are broken each time I visit. Add a few more kiosks (or fix the broken ones faster)! The lines to check your points or check into a promotion are crazy very often. They have 20 EV parking spots and only ONE is functioning. This is not a new problem. We’ve been coming for years and watched the number of functioning chargers dwindle down to ONE functioning as of today. Unacceptable. If you’ve made the management decision to not fix them, get rid of them altogether.
Daniel Philip
Bartenders were rude as all heck. 3 bartenders, standing around ( literally) and when asked for a drink just got attitude. Also I think he looked at the vodka bottle when he poured it.
Short man syndrome for sure.
And honestly the atmosphere was garbage like most of the Penn properties.
Really wouldn’t recommend.
Karen Dziubaniuk Hopkins
We love the bands at Plainridge. We went last night to listen to the Cover Story Band. This band was absolutely phenomenal. The harmony of the singers is incredible. Great connection with this band. This is the first time listening to this band and we loved them!!! We, however, were disappointed that we had to leave early since whoever is in charge of the sound system totally did not hit the mark. The sound was deafening to the ears. Perhaps tone it down a bit please? Thank you.
Georgina Coto
This is a disgrace to pizza world wide
Air Davis
Horrible service
Lisa Rodi
My can't walk so she gave me her id and point card to get food. They refused because she was not with me. Had to go get mom and wheelchair wait in line all over again. They just make things harder than what needs to be. Its not that fraud was being done. It was having mom be settled and comfortable while waiting for a pizza.
cprateau
Would be a better if the cooks spent less time yapping with each other and paying attention to when orders come in so I wouldn't be standing around for ten minutes for them to give me a half-warmed slice of pizza. 2nd star only because of the attentive cashier that reminded them to put my slice in the oven after she saw other orders coming out before mine.
Joseph W
PLAINRIDGE Park is a medium sized friendly casino with convenient location right off rt 495 - plenty of slots and new ones seem to go in every month - good variety - sports pub is good, food decent, but service to get the food out from the kitchen is always slow and I've been there at least 8 times in the past year. I even pass on free comp meals as I don't have the time to wait. But overall a pleasant relaxed experience.
The woman working who looked to be a manager was very rude and unfriendly. She looked disgusted that i wanted a slice of pizza. She then proceeded to act like I was a complete idiot for asking for a specific slice ($4 a slice and it taste like trash) Ive never written a review for ANYTHING but i had to just so people know this place is GROSS and the attitudes behind the counter are worse. Also im a young guy not an old grouchy person who was down $500 so im angy. This lady completely ruined my experience and I hope she finds a new line of work.
After dozens of visits to Plainridge Park Casino with no issues whatsoever, tonight I had a frustrating and humiliating encounter with their security staff. I was sitting next to my mom, and we were both playing slot machines. I’m blind, so I use my phone to zoom in on the screen to see how much money I have left in credits. I’ve done this every single time I’ve come here—never once had a problem. But tonight, a security guard came up behind me and said, “Unfortunately, there is no filming allowed here.” I was holding my phone just an inch from my face, zoomed in all the way, with my cane fully unfolded beside me. I was also wearing a light-colored sweatshirt with the name and logo of the guide dog school I’ll be attending—clear as day, bold lettering. I explained to him that I’m blind and that I wasn’t filming, just using my phone so I could read the screen. He then asked if the person next to me was my “guide.” I calmly said, “No, that’s my mom.” He looked embarrassed and apologized, saying he’d inform the other security staff so it wouldn’t happen again. About 10 minutes later, my mom and I had moved to a different part of the casino. Another security guard approached me and, again, told me, “No filming.” My cane was unfolded and positioned on the side he was approaching from—the handle literally near my phone. I explained, once again, that I’m blind and using my phone to see the screen, just like I told the other guard. I even mentioned this was the second time it had happened that night. He offered to show me the rule sheet up front to “prove” that no filming was allowed. I told him I understood the rule—but I wasn’t filming. I was just trying to access the screen, independently, the only way I can. That’s when he said, “The casino doesn’t care. They just don’t want people holding phones up to the machines.” My mom overheard this and stepped in. She asked, “How else is she supposed to read the screen as a blind person? This feels discriminatory.” He looked at her—not at me—and said, “Oh, she’s blind? I didn’t see the cane.” Then, as if that excused everything, added, “My sister is blind too.” No apology. No acknowledgment of what had just happened. He just walked away. That’s when I couldn’t hold it in anymore. I broke down crying, right there in the middle of the busy casino. I felt ashamed of my disability. I felt ignored. I felt humiliated—just for trying to navigate the world independently like everyone else. I don’t know if I’ll return to Plainridge Park. Tonight made it painfully clear how little awareness—and compassion—they have for people with disabilities. If they “don’t care” about a blind person simply trying to read a screen, then maybe I shouldn’t care to support them with my time or money. I truly hope they invest in some disability awareness training. They need it badly.
I’ve been coming pretty much since they opened. I have good days and bad days, but that’s gambling. Pros: The workers are very friendly. Machines have been updated. Non smoking. The food options are now better with Dunkin’s, pizza and burger options in the food court. The new sports book bar/food is consistently ok. The TV screens are impressive. I preferred Fluties before it was replaced. Slacks is expensive but good food, and the service there is always great. Cons: The bathrooms aren’t always the cleanest and the same faucets are broken each time I visit. Add a few more kiosks (or fix the broken ones faster)! The lines to check your points or check into a promotion are crazy very often. They have 20 EV parking spots and only ONE is functioning. This is not a new problem. We’ve been coming for years and watched the number of functioning chargers dwindle down to ONE functioning as of today. Unacceptable. If you’ve made the management decision to not fix them, get rid of them altogether.
Bartenders were rude as all heck. 3 bartenders, standing around ( literally) and when asked for a drink just got attitude. Also I think he looked at the vodka bottle when he poured it. Short man syndrome for sure. And honestly the atmosphere was garbage like most of the Penn properties. Really wouldn’t recommend.
We love the bands at Plainridge. We went last night to listen to the Cover Story Band. This band was absolutely phenomenal. The harmony of the singers is incredible. Great connection with this band. This is the first time listening to this band and we loved them!!! We, however, were disappointed that we had to leave early since whoever is in charge of the sound system totally did not hit the mark. The sound was deafening to the ears. Perhaps tone it down a bit please? Thank you.
This is a disgrace to pizza world wide
Horrible service
My can't walk so she gave me her id and point card to get food. They refused because she was not with me. Had to go get mom and wheelchair wait in line all over again. They just make things harder than what needs to be. Its not that fraud was being done. It was having mom be settled and comfortable while waiting for a pizza.
Would be a better if the cooks spent less time yapping with each other and paying attention to when orders come in so I wouldn't be standing around for ten minutes for them to give me a half-warmed slice of pizza. 2nd star only because of the attentive cashier that reminded them to put my slice in the oven after she saw other orders coming out before mine.
PLAINRIDGE Park is a medium sized friendly casino with convenient location right off rt 495 - plenty of slots and new ones seem to go in every month - good variety - sports pub is good, food decent, but service to get the food out from the kitchen is always slow and I've been there at least 8 times in the past year. I even pass on free comp meals as I don't have the time to wait. But overall a pleasant relaxed experience.
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Thank you so much for the feedback
The woman working who looked to be a manager was very rude and unfriendly. She looked disgusted that i wanted a slice of pizza. She then proceeded to act like I was a complete idiot for asking for a specific slice ($4 a slice and it taste like trash) Ive never written a review for ANYTHING but i had to just so people know this place is GROSS and the attitudes behind the counter are worse. Also im a young guy not an old grouchy person who was down $500 so im angy. This lady completely ruined my experience and I hope she finds a new line of work.
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