Bias at New JACK Cleveland Casino

A transgender customer visiting JACK Cleveland Casino with friends, just after midnight on April 23rd, has filed an incident report due to a security guard being hesitant to let her in, an act that was all caught on her cell phone camera.

The 50 year-old customer, Gerri Candice Hollowel, explains that she was singled out by the security, having been asked for her I.D., when no one else within her group was.

Caught on Hollowell’s camera is the voice of what is believed to be the security guard, stating: “Casino has rules about you have to match your I.D., so hang on a second,” despite their being no law requiring that appearance and license gender match.

Hollowell can be heard responding: “Okay, my face is matching my I.D., so I’m saying you’re making a problem.”

An argument then follows between the two individuals for about ten minutes.

Residing in Vegas, Hollowell had been visiting family in Cleveland. In response to the security guard’s concerns about her appearance not matching the gender listed on her driver’s license, she said, “No, we’re not going to fight. You’re going to try and tell me because I’m transgender, I can’t get up in the casino. She’s going to tell me you have to match your I.D. I’m matching my I.D.”

Hollowell recalls the guard’s response, “I don’t know how you guys do it in Vegas, but here in Cleveland, we just don’t let anybody into our casinos.”

While the customer was eventually let into the casino, she didn’t stay long, and returned to next do to file an incident report.

On behalf of the incident, the casino released a statement to FOX 8: “JACK Cleveland casino welcomes all guests regardless of sexual orientation, gender identity or gender expression. We intend to continue our investigation of this guest’s concerns.”

Currently, Hollowell is exploring her options regarding the incident, but is mostly looking for an apology, and for the staff of the casino to undergo proper sensitivity training.

She added, “…they can’t have the proper training if this woman, actually genuinely thought that this was a problem. These people hurt me.”

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