Shorelines Casino Thousand Islands

"Today my partner and I went on a double date with our mutual friends to the Windward Restaurant (the restaurant attached to the casino). I’m new to the area, so it’s only my second time dining at the Windward. The prices are super fair for the food quality and portion size. They have a moderate selection of food with lots of comfort food choices. Their selection includes pizza, pasta, sandwiches, burgers, salads, appies, and a few other items. They have a large selection of cocktails as well. Additionally, our server Mark W. was friendly, incredibly knowledgeable, efficient, and had great timing. He would check in with us at all the right moments without feeling overbearing. Overall, I would say this restaurant is a hidden gem and a must try if you’re visiting Gananoque, ON."

Christine Parsons

"To: Management, Shorelines Casino Thousand Islands
Subject: Formal Complaint – Unacceptable and Unprofessional Experience on July 20, 2025

Dear Shorelines Casino Management,

I’m writing to express my deep frustration and disappointment with the unacceptable level of service I received during my visit to your Gananoque location on the evening of July 20, 2025.

I have been a loyal patron of your casino since the day it opened. Over the years, I’ve witnessed a steady decline in both the professionalism of your staff and the overall customer experience — but what happened during my most recent visit crossed a line I never thought I’d see in an established gaming facility.

At around 7:30 p.m., I approached the cashier’s cage to cash out $125 in chips. I waited for over 12 minutes with absolutely no staff in sight. Eventually, I noticed a sign saying someone would return at 7:45 p.m. — meaning a single guest, at the end of their evening, is expected to wait 15 minutes (or longer) just to cash out. This is not a corner store — it’s a casino. And leaving a cashier’s cage unattended during operating hours is not only unprofessional, it’s absurd.

When I flagged down a manager — a woman with dark hair and heavily tattooed arms — her response was equally appalling. Rather than apologizing or making any effort to assist, she became defensive and dismissive, telling me the cashier was on her 15-minute break and that they “don’t have the staff.” I told her I had already been waiting nearly 20 minutes, and that this was simply unacceptable — to which she offered no solution, no accountability, and certainly no professionalism.

Let me be clear: it is not the customer’s responsibility to adjust to your staffing shortages. And it is not acceptable for a guest to wait half an hour to cash out, only to be met with attitude and excuses from a manager. If this is how your leadership handles a simple service breakdown, it’s no wonder the experience at this casino has deteriorated so badly.

The message this sends is loud and clear — your staff’s time matters, but your guests’ time does not. That is a fatal flaw in any service industry, let alone one that relies on customer loyalty.

After decades of visiting your casino, I will not be returning. I hope you take this feedback seriously, because what I experienced was not just poor service — it was a complete failure of basic operational and managerial competence.

0/10
D-"

Alex Kingston

"We went on Friday of the Easter weekend. We ate dinner in the restaurant there. I asked about gluten-free food, and the lovely waitress brought us a piece of notebook paper with handwritten food they serve. Mostly desserts. I ordered plain chicken wings. Very clean. I'd give our waitress a 5 star if I could. She has been working there for a year. Anyways, she was so lovely, personality wise.
We headed to the slots, and my guy won some. His winnings totaled $666, good laugh with the super friendly cashier about that total. When I went outside for a cig, the security guards were present and quite courteous. I felt safe going outside by myself.
Great place to be if you want to get out."

Heather Sauve