September 27, 2025, we drove to Cripple Creek Chamonix Hotel (part of Bronco Billys Casino) and checked in. Upon check-in, the room was very nice, and we picked up our wristbands and were ready for a great time that evening for the show and some gambling. Once the show ended (which was amazing!), we decided we had probably locate some food to eat since it was around 9PM. We walked around the casino to find the restaurant (the Home Café), and we were told it would be at least 1 ½ hours of a wait. We decided to keep looking around and returned to the Home Café where we put our name in and given a pager (and quoted another wait time of 1 ½ hours). While waiting for the pager to light up letting us know there was a table available, we walked around Bronco Billy s Casino to see the casino and possibly gamble a bit. This was a Saturday night, and was very busy, so there were not many (if any) machines available to use. We prefer to sit together, and finding two machines together was impossible. We wanted to stay near the restaurant so that when we were called, we would be close. We stumbled upon 3 machines that looked available and right next to each other. For some reason, we pushed a blinking button (not knowing what it was, not being an avid gambler). Right as this happened, a black male wearing all black (including a very small black cowboy hat and black boots) charged at us from across the casino and started screaming. He was saying that what was done was not ok and screamed obscenities at us repeatedly. We really had no idea what was done that was so wrong or why this person was so belligerent and angry. He told us to step back and he was getting security involved. Again, there was no conversation, other than him screaming at us and calling us awful names. This person was roughly over 15-20 feet away from these machines to come charging and yelling at us made us both feel very uncomfortable and unsafe. He was nowhere in the vicinity of the 3 gaming machines, giving the impression that they were not being used.
A security guard came over, making it blatantly obvious that the person complaining was a regular full-time gambler, and the casino wanted to make sure everything was alright with him, but never asked either of us any questions nor gave any information on what was happening. We kept apologizing again and again making sure that everyone understood that it was a mistake and did not mean to cause any disruption or do anything that wasn’t right. The man that was yelling at us would NOT let either of us speak to the security guard and told us to get away from the guard many times, even when the security guard came to see what he could do. I feel that this was not going to go well but knowing we needed to speak to someone right away to let them know that this was a forgivable accident, and we did not know what was happening. While trying to speak to the security guard, the man was still visibly upset and yelling at both of us to get the F**K away from him and “his machines”. We had stepped way back prior to this, so we don’t know why he kept coming at us. We wanted to stick around because obviously we did not want to get into any trouble with the Casino over a mistake. If we had known to have done something wrong, we certainly would not be sticking around to find out what would happen, but we are not those types of people to run away and waited to make the situation right. Apologies over and again to the man and the security guard did not appease the either of them and the black man requested that a manager on duty be called, causing even more of a scene that was not necessary. At this time, it was obvious that there had been no criminal activity that had occurred. Simply by pressing a button, a receipt was printed from the machine that was not touched by either of us. We did NOT gamble on this machine, did not use the mans credits/money, and certainly did not take the cash out ticket. There was absolutely NO harm done.
The manager on duty (Alex Defilippis) came on to the floor, immediately ignoring us and made a beeline to the customer that was complaining loudly. We asked to speak to the Manager (Alex Defilippis) to give him information so that all could be understood that this was a big mistake. Alex refused to talk to us, and only to the other party. He did not get any information from either of us regarding the issue. Alex proceeded to go upstairs to check over the video to see what actually happened. He was upstairs looking at the video for no more than 10 minutes. He spoke to the other party for over 10 minutes and then finally came to me and asked for an ID. We gladly handed it over to him, but did not know what to expect as he would not allow us to speak to him or anyone else about the situation. He would only speak to the other party to get his side of what happened.
At that time, our dining puck was lighting up letting us know that our table was ready. We approached the security guard and told him that we were going to eat (at their restaurant in their casino) as we had been waiting for over an hour to eat, and that Alex knew where we could be located and to please bring the ID to the restaurant. We walked over to the restaurant to be seated, and before even taking a seat at our table, we were “viciously greeted” at our open table by Julieta Cos (night manager) and Alex DeFilippis, Manager on Duty, letting us know that we were 86d (kicked out) from the Casino for a total of 180 days. We kept asking questions as to why this was happening, but management refused to give any kind of appropriate response, other than we could not eat, nor stay in the casino and would have to leave. The problem with that is that we were staying that night at the Chamonix and the following night as well. Needless to say, this made our trip completely ruined. We could not sleep that night, fearing that someone would come to our room and ask us to leave the Hotel. We checked out early the next day (on the 28th) and asked to cancel the next nights stay that was reserved and paid for (the 29th) and headed for a long back home, feeling defeated, like criminals. We tried to ask questions as to what we did wrong and were not given any type of answer.
As we headed out of the restaurant, we still were asking questions, but neither managers would speak to us to let us know the situation. We left the restaurant and headed back to our room, but were followed very closely by the MOD (Alex Defilippis), into the following rooms of the casino, until I finally told him that we did not need to be followed and since he did not give us any accurate information about the situation, we would be contacting the corporate office. We were doing everything right, just trying to get out of the casino and away from Alex Defilippis so we could appease him and the other management.
Up to this date, I have not received any reply with information on the problem we encountered, and therefore, needed to write to the corporate office asking for a direct apology from Alex Defilippis and Julieta Cos from Bronco Billys Casino.
This should never have happened. We were treated unfairly and did not get to tell any of our information to the MOD’s or anyone else. There was no robbery or any type of deceit that took place during our time at the casino. This was obviously a minor incident that should have been handled much differently, with courtesy and respect for all parties. We feel that the customer that complained is probably a regular at the casino, but that gives no one a right to treat someone differently, just because of their card/gambling status.
Bronco Billys Casino shows it is a multiple winner of the BEST CASINO and BEST CASINO EMPLOYEES. We feel that this incident does not accurately reflect this statement of the casino or its employees (specifically management). Under the managers hiring description for the casino, it states: “Acts to maintain positive and effective relations with guests.” This description certainly does not reflect what type of management was working that evening.
We will not be staying at the Chamonix or spending any of our money at either Chamonix or Bronco Billys in the future. We feel that this was a minor event that should have been handled with much less confrontation and made more positive customer relational extended by a simple explanation of the problem, not by being made to look like a thief or villain.
A few notes about the room. It was beautifully adorned with high class materials. The bed was comfortable, the sheets were awesome, and the water pressure was to be expected. At check in, we were certainly taken back by guest services letting us know that if we moved ANYTHING for purchase in the room, we would be automatically charged for them. The main problems we encountered included: not being able to put anything in the mini fridge (as it was packed to the gills with things for sale), no trash can in the bathroom area, and difficulty using the television (no notes for help). We were assigned to a 9th floor room, and only 2 elevators moved most of the customers making getting an elevator ride a very lengthy process. The parking lot was frustrating as there was a truck parked in a handicapped spot without a plate or hang tag (I am handicapped and rely on these spaces). We told the customer relations, but they didn’t do anything about it.
We hope that any and all of the things that we encountered are not normal, especially from both of the Managers on Duty. Again, we are asking for a formal apology from Chamonix and the two managers from Bronco Billys that did their very best to chase us from the casino and restaurant and to not explain the reason for our removal by taking the other customers’ word and not equally checking with us about what really happened.
After looking online and consulting our attorney, we were advised that it is NOT illegal to push a cash out button on the machine (in Colorado).
After sending numerous messages and emails to both casinos and the owners (who are in Las Vegas), there has been NO reply from anyone regarding the incident.
I would NEVER refer this location to anyone as their customer service leaves much to be desired.
