Steven Dominguez
Google
Poor Management and Disrespectful Conduct
I am writing to express my deep disappointment with my recent experience at Magic City Casino. After spending the entire evening there as a paying guest, I was met with unprofessional, disrespectful, and threatening behavior from management — specifically from A-Y-E-L-E-N C-A-Y-U-Q-E-O and another manager identified as “Alien.”
To make matters worse, casino staff — including bartenders and security — were unnecessarily involved, escalating the situation rather than resolving it. I was even informed that the police were contacted, which was both shocking and humiliating given that I had done nothing wrong.
For a 24-hour establishment that prides itself on hospitality, the conduct displayed that evening was unacceptable and reflective of poor management and training. Guests should feel valued and respected, not harassed and humiliated after supporting the business.
This experience has left a lasting negative impression, and I hope Magic City Casino takes immediate steps to improve its customer service, accountability, and professionalism.
Throughout the night, management approached me on three separate occasions the first was due without clear reason or explanation( mostly due to asking the bartender for the names of the managers) i than was abruptlyapproached by a disrespectful and disgruntled MANAGER who chose to deny giving.me her first and last name and than retaliation began with sarcasm on asking my full name after they had it on recordbecause all night long i was WINNING! . On the third encounter, I was abruptly and unjustifiably escorted out of the casino, despite having done nothing wrong and spending money within the establishment. The experience was embarrassing, unnecessary, and completely unprofessional.
Once outside, the situation became even more disturbing. While simply standing outside the casino, I was threatened again — told that I could not even wait outside the building or I would be forcibly removed from the property. This warning came from a young female staff member with curly red hair, who used her position and authority to be disrespectful, dismissive, and hostile toward me. Her demeanor and tone made it clear she was more interested in exerting control than upholding any reasonable policy.
After spending the entire evening as a paying customer, I was repeatedly approached by management without any valid reason. The individuals involved — A-Y-E-L-E-N C-A-Y-U-Q-E-O and another manager identified as “Alien” — demonstrated poor judgment, unprofessional behavior, and clear misuse of authority.
When I chose to wait quietly in my vehicle while charging my phone, I was pursued by City of Miami Police officers — apparently called by this same manager. The police interaction was equally disrespectful and dismissive.
This incident was completely uncalled for and speaks volumes about the toxic management culture within Magic City Casino. To deny a guest the ability to sit, wait for a ride, or even eat a sandwich they purchased — all while being surrounded by hostility from management and police — is a clear sign of gross mismanagement, lack of training, and abuse of power.
I strongly recommend that anyone seeking a respectful, professional, and enjoyable experience take their business elsewhere — such as the Seminole Hard Rock, where guests are treated with dignity and class.
Magic City Casino owes an apology to its customers and should seriously reconsider the leadership and staff it entrusts with representing its brand.
