CUSTOMER SERVICE AND WHAT HAPPENED TO REWARDS????

I am a loyal member at Emperors Palace Casino. <br> <br> I have been a member of winners circle for +-10 years, I am often at the casino. <br> <br> The past couple of weeks, I have had problems with the machine I enjoy to play. The machine completely freezes and I have to wait at least 45 min at a time to receive my playing card back. On one occasion it happened more than 4 times - is this waiting period acceptable even if the machine is faulty? I also feel like I miss out the chance on the Winner Wednesday mystery jackpots while I wait for assistance. Nobody ever comes to me , often I cannot find attendants on the floor and spend even more time running around looking for someone to assist . <br> <br> I also no longer receive free play and meal vouchers are absolutely minimal - I thought being a loyal member you receive these as rewards? I haven't received a free play voucher in months, could even say years, and no longer even receive sms's for draws and competitions etc.<br> <br> I do often hear people in passing receiving vouchers for free play and hotel stays etc - is it because we who don't ask don't receive?<br> <br> Emperors Palace are no longer outstanding on all levels - very disappointing -