Based on recent customer reviews, Montecasino is drawing strong criticism across its gaming floor, hotel, theatre and dining outlets. Patrons describe absent or dismissive waitstaff, sticky tables at the Three Sixty Lounge, an embarrassing Prive removal, Palazzo rooms showing wear and construction noise, and cramped Teatro seating. Rewards card and call centre failures, delayed payouts and a security incident deepen frustration. Positive notes are limited but real, with guests praising the scenic ambience, talented stage performers and staff who follow up attentively.
TrustIndex
2.5
NPS Score
-100
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Montecasino
What do customers say about Montecasino?
Based on recent customer reviews, Montecasino is drawing strong criticism across its gaming floor, hotel, theatre and dining outlets. Patrons describe absent or dismissive waitstaff, sticky tables at the Three Sixty Lounge, an embarrassing Prive removal, Palazzo rooms showing wear and construction noise, and cramped Teatro seating. Rewards card and call centre failures, delayed payouts and a security incident deepen frustration. Positive notes are limited but real, with guests praising the scenic ambience, talented stage performers and staff who follow up attentively.
Is Montecasino trustworthy?
Montecasino has a TrustIndex of 2.5 out of 10 on Hellopeter, based on 15 reviews in the last 12 months. Hellopeter has tracked Montecasino across 434 total reviews. How is the TrustIndex calculated? →
Recent reviews (15)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Dec 2013
360 Three Sixty Lounge disgusting gross place
I am writing this to express my absolute disgust at the shocking lack of service and terrible hygiene standards we experienced at 360 Three Sixty Lounge at Montecasino. My wife and I had purchased a "Night Out for 2" package, watched our movie, and pre-decided to have our dinner at this venue because the menu looked appealing. It turned out to be a massive mistake. Upon walking into the restaurant, there was not a single staff member in sight to welcome or assist us. We had to walk almost all the way to the back of the establishment before anyone finally came out to help. It was then that we noticed the entire staff contingent sitting together at a table hidden from view, right near the smoking and wine rooms, completely neglecting their duties. The woman who eventually approached asked where we wanted to sit. We chose a spot but indicated we would head over after stepping into the smoking room first. While we were in there, another staff member walked in and handed us two heavily used, tatty A4 paper menus. We politely told her we would take them once we moved to our table. When we finally went to sit down, we were appalled. The table was filthy, sticky, and completely gross. The staff had eagerly taken our package ticket the moment we walked out of the smoking section, but after seeing the disgusting state of the table and experiencing the downright rude, careless attitude of the staff hiding in the back, we decided we had seen enough. We took our ticket back and walked out to find a restaurant that actually values its customers. We paid for a premium night out and were treated to a filthy venue and an invisible, lazy workforce. I expect feedback from management regarding how this establishment is being run.
1 reviews | Active since Dec 2013
360 Three Sixty Lounge disgusting gross place
I am writing this to express my absolute disgust at the shocking lack of service and terrible hygiene standards we experienced at 360 Three Sixty Lounge at Montecasino. My wife and I had purchased a "Night Out for 2" package, watched our movie, and pre-decided to have our dinner at this venue because the menu looked appealing. It turned out to be a massive mistake. Upon walking into the restaurant, there was not a single staff member in sight to welcome or assist us. We had to walk almost all the way to the back of the establishment before anyone finally came out to help. It was then that we noticed the entire staff contingent sitting together at a table hidden from view, right near the smoking and wine rooms, completely neglecting their duties. The woman who eventually approached asked where we wanted to sit. We chose a spot but indicated we would head over after stepping into the smoking room first. While we were in there, another staff member walked in and handed us two heavily used, tatty A4 paper menus. We politely told her we would take them once we moved to our table. When we finally went to sit down, we were appalled. The table was filthy, sticky, and completely gross. The staff had eagerly taken our package ticket the moment we walked out of the smoking section, but after seeing the disgusting state of the table and experiencing the downright rude, careless attitude of the staff hiding in the back, we decided we had seen enough. We took our ticket back and walked out to find a restaurant that actually values its customers. We paid for a premium night out and were treated to a filthy venue and an invisible, lazy workforce. I expect feedback from management regarding how this establishment is being run.
1 reviews | Active since Sept 2023
Montecasino Embarassment Complaint
Traveling from PTA, a good approx 80 kms, and to be told to leave the Prive by a Aubrey, climaxed to the height of embarrassment. I was approached to leave the Prive because of my personal table observation before I could patiently prepare on taking my decision when to participate. I was asked by a Aubrey on the Prive floor to leave in a very unapproachable manner. I must admit, Aubrey was not prepared to realize that he was speaking to a Senior Citizen patron ina totally indifferent, unapproachable manner, with no dignity nor respect but representing Montecasino as a deterrent with the displayed approach and behavior. I made a suggestion that if patrons are not allowed to enter, they should be entry controlled / management at the Prive entrance. For to be embarrassed on the Prive floor, asked to leave abruply is unacceptable and unprofessional. Yet, people can sit at the Prive tables and Prive machines without participation and with no objection. Being selective by the Montecasino management with poor controls does not aid Montecasino's business cause, instead dettering patrons that patronize with a preferred sacrifice, more especially by passing Menlyn Sun, Emperor's, Silverstar Casino's. Surely, Montecasino should appreciate whatever patrons do visit. In closing, unacceptable, unprofessional and unacceptable behavior. This was addressed with floor manager, floor inspector and the Card Membership consultant, and all they do is apologise on behalf of Aubrey.
1 reviews | Active since Sept 2023
Montecasino Embarassment Complaint
Traveling from PTA, a good approx 80 kms, and to be told to leave the Prive by a Aubrey, climaxed to the height of embarrassment. I was approached to leave the Prive because of my personal table observation before I could patiently prepare on taking my decision when to participate. I was asked by a Aubrey on the Prive floor to leave in a very unapproachable manner. I must admit, Aubrey was not prepared to realize that he was speaking to a Senior Citizen patron ina totally indifferent, unapproachable manner, with no dignity nor respect but representing Montecasino as a deterrent with the displayed approach and behavior. I made a suggestion that if patrons are not allowed to enter, they should be entry controlled / management at the Prive entrance. For to be embarrassed on the Prive floor, asked to leave abruply is unacceptable and unprofessional. Yet, people can sit at the Prive tables and Prive machines without participation and with no objection. Being selective by the Montecasino management with poor controls does not aid Montecasino's business cause, instead dettering patrons that patronize with a preferred sacrifice, more especially by passing Menlyn Sun, Emperor's, Silverstar Casino's. Surely, Montecasino should appreciate whatever patrons do visit. In closing, unacceptable, unprofessional and unacceptable behavior. This was addressed with floor manager, floor inspector and the Card Membership consultant, and all they do is apologise on behalf of Aubrey.
1 reviews | Active since May 2025
BRUTAL ASSAULT AT MONTECASINO
I am writing to report a serious incident that occurred at Montecasino involving my husband, who was physically assaulted by two unknown individuals on the premises. The incident took place within the Montecasino premises, an area that is expected to maintain a high standard of safety and security for its patrons. What is particularly concerning is the complete lack of response from on-site security personnel. Despite the severity of the situation, no immediate or effective assistance was provided. Security failed to intervene during the assault. Furthermore, there was a concerning lack of medical assistance which reflects a serious gap in emergency response procedures. This incident raises significant concerns about the safety measures, security presence, and emergency preparedness at Montecasino, especially during nighttime hours. Visitors should be able to enjoy the venue without fear for their safety, yet this experience suggests otherwise.
1 reviews | Active since May 2025
BRUTAL ASSAULT AT MONTECASINO
I am writing to report a serious incident that occurred at Montecasino involving my husband, who was physically assaulted by two unknown individuals on the premises. The incident took place within the Montecasino premises, an area that is expected to maintain a high standard of safety and security for its patrons. What is particularly concerning is the complete lack of response from on-site security personnel. Despite the severity of the situation, no immediate or effective assistance was provided. Security failed to intervene during the assault. Furthermore, there was a concerning lack of medical assistance which reflects a serious gap in emergency response procedures. This incident raises significant concerns about the safety measures, security presence, and emergency preparedness at Montecasino, especially during nighttime hours. Visitors should be able to enjoy the venue without fear for their safety, yet this experience suggests otherwise.
1 reviews | Active since Nov 2018
Urgent Complaint – Failure to Update Contact Details & Service Impact
I am writing to formally lodge a complaint regarding your continued failure to update my phone number despite multiple requests over several months. I have repeatedly contacted your support channels to have this issue resolved, but no meaningful assistance has been provided. Specifically, I have attempted to engage with Mpho Lloyd, Fortunate, and Vuyelwa, all of whom have failed to assist in resolving this matter. As a result of your inaction: I have not received important benefits and milestone notifications My access to rewards has been blocked My overall experience with your service has been significantly negatively impacted To make matters worse, I am unable to update my phone number independently, as your “forgot username/password” functionality on the website does not work. This has left me completely dependent on your support team, which has unfortunately been ineffective to date. This situation is unacceptable. I request that: My phone number be updated immediately Any missed benefits, milestones, or rewards be reviewed and reinstated where applicable A clear explanation be provided as to why this issue has persisted for several months Please treat this matter with urgency. If I do not receive a satisfactory response within 24 hours of this email, I will escalate this matter to the relevant Ombudsman and governing board for further investigation. I trust that you will prioritize this issue and resolve it without further delay.
1 reviews | Active since Nov 2018
Urgent Complaint – Failure to Update Contact Details & Service Impact
I am writing to formally lodge a complaint regarding your continued failure to update my phone number despite multiple requests over several months. I have repeatedly contacted your support channels to have this issue resolved, but no meaningful assistance has been provided. Specifically, I have attempted to engage with Mpho Lloyd, Fortunate, and Vuyelwa, all of whom have failed to assist in resolving this matter. As a result of your inaction: I have not received important benefits and milestone notifications My access to rewards has been blocked My overall experience with your service has been significantly negatively impacted To make matters worse, I am unable to update my phone number independently, as your “forgot username/password” functionality on the website does not work. This has left me completely dependent on your support team, which has unfortunately been ineffective to date. This situation is unacceptable. I request that: My phone number be updated immediately Any missed benefits, milestones, or rewards be reviewed and reinstated where applicable A clear explanation be provided as to why this issue has persisted for several months Please treat this matter with urgency. If I do not receive a satisfactory response within 24 hours of this email, I will escalate this matter to the relevant Ombudsman and governing board for further investigation. I trust that you will prioritize this issue and resolve it without further delay.
1 reviews | Active since May 2026
URGENT: DO NOT STAY HERE!!! WORST EXPERIENCE!!!
I stayed at Palazzo, Monte Casino on 14 April 2026. I had the absolute worst experience for the R4,400 I spent and for a 5 star experience. You guys need to really up your standards!! 1. The room I was checked into had scratches on the door, the wallpaper on the wall outside my room and on the way from the lift to my room was falling off, there was things on the floor obstructing my way to the room. 1. At 10:00 am this morning there was banging on the walls with construction being done. 1. I called room service at 00:00 am, I had the worst service experience, when I asked which juices do you have, I was told, “go check the menu.” with a tone of attitude. I said, “thank you.” The call was cut on me. Would you stay here again if you had the same experience as me?
1 reviews | Active since May 2026
URGENT: DO NOT STAY HERE!!! WORST EXPERIENCE!!!
I stayed at Palazzo, Monte Casino on 14 April 2026. I had the absolute worst experience for the R4,400 I spent and for a 5 star experience. You guys need to really up your standards!! 1. The room I was checked into had scratches on the door, the wallpaper on the wall outside my room and on the way from the lift to my room was falling off, there was things on the floor obstructing my way to the room. 1. At 10:00 am this morning there was banging on the walls with construction being done. 1. I called room service at 00:00 am, I had the worst service experience, when I asked which juices do you have, I was told, “go check the menu.” with a tone of attitude. I said, “thank you.” The call was cut on me. Would you stay here again if you had the same experience as me?
1 reviews | Active since Nov 2018
MONTECASINO THEATRE SEATING - UNACCEPTABLE
Good day, We went last night to watch Pretty Women in your theatre. I was very disappointed. The seating is terrible. No space for your legs. If you need to go to the toilet – everyone in the row needs to stand up – I think this is unacceptable! You really need to look at this. I see on social media this is a complaint of many. How can you enjoy a show – but you can’t even sit comfortably???? I really feel this a a BIG concern. I can tell you one thing for sure – I won’t book another show with you. Elise van der Westhuizen ***
1 reviews | Active since Nov 2018
MONTECASINO THEATRE SEATING - UNACCEPTABLE
Good day, We went last night to watch Pretty Women in your theatre. I was very disappointed. The seating is terrible. No space for your legs. If you need to go to the toilet – everyone in the row needs to stand up – I think this is unacceptable! You really need to look at this. I see on social media this is a complaint of many. How can you enjoy a show – but you can’t even sit comfortably???? I really feel this a a BIG concern. I can tell you one thing for sure – I won’t book another show with you. Elise van der Westhuizen ***