Patrons at Grand Casino in Shawnee reported widespread disruptions during severe weather Friday night as power outages interrupted gaming operations.
Witnesses said slot machines and casino systems went offline while some players still had money and player cards inside the machines. Several patrons said when power returned intermittently, some machines had reset or were accessed by other players.
One woman said she had about $1,000 in a machine along with her card when the outage occurred. She said security intervened after another person attempted to play the machine, but she was not reimbursed for money already used.
Others reported similar concerns, saying they were forced to leave machines during outages and later found them unusable or altered.
Cash-out issues, delays reported
Multiple patrons said they were unable to cash out chips or redeem vouchers during the outage.
Some visitors who traveled from out of town said casino staff told them vouchers would remain valid for 30 days and could be redeemed later.
Witnesses said hundreds of people remained inside for hours after the storm passed, waiting for systems to come back online or trying to recover funds.
Casino employees reportedly told patrons a backup generator was in place, but witnesses said it did not operate consistently.
As a result, parts of the casino were left in low light or near darkness, including restrooms and gaming areas.
Patrons described conditions as chaotic, with limited direction from staff and unclear next steps.
Safety concerns inside and outside
Some witnesses also raised concerns about safety outside the casino, saying visibility was low and severe weather was still ongoing as people attempted to leave.
Others said security personnel were primarily stationed inside rather than assisting outside.
Witnesses said that after multiple system resets, casino management directed staff to collect names and phone numbers from affected guests.
They were also told the casino planned to shut down at 6 a.m. for the rest of the day, regardless of whether systems were fully restored.
The casino has not publicly released details about the outage, how many guests were affected or what reimbursement policies may apply.
Many guests expressed frustration over how the situation was handled.
“I have been to casinos all over the world and I have never seen such an epic fail failure,“ one patron said.
Some said they plan to return only to redeem chips or vouchers, while others indicated they may not return at all.
News 9 reached out to the Citizen Potawatomi Nation, which operates Grand Casino Shawnee, and received the following statement:
“We take these claims seriously and will investigate the validity of each reported incident,” said Brand. “The safety and well-being of our customers and staff is, and always will be, our top priority during severe weather. If we find any evidence of a malfunction that caused financial loss, we are committed to making things right for our customers. Guests who had credits on slot machines or chips at a table during the power outage are welcome to return, and our casino team will assist with redeeming those credits.”
Todd Brand, Director of Casino Operations for Grand Casino Hotel & Resort, Citizen Potawatomi Nation