Overall poor customer service delivery

<p>As a REGULAR GRC member / gambler the service delivery is very poor. Reasons being: 1) Myself, partner, as well as the whole family are REGULAR gamblers - spending copious amounts of money with no substantial returns or winnings. 2) The points system doesn't suffice to anything substantial such as the conversion of the rand exchange onto the machine and if anything after spending so much money you end up not even getting freeplay or only receive freeplay once in a while when the casino feels like it. 3) We used to receive complimentaries such as free theme park tickets, theater tickets and complimentary lunch invites, however it seems that since the casino has reeled in more people who pumps money into their machines there's no more of a need to attract potential or existing customers and reward their 'valued members'. 4) After leaving your membership / day card in the machine be it running to the loo, 2 minutes, 10 minutes, half an hour to an hour etc NO ONE should interfere with your card / cash it out ESPECIALLY if money is loaded onto the machine! Be it security / staff on the floor who wear blue or black jackets/shirts who are never ever there to attend to your assistance anyway or be it these people who just watch your machine while not being chased away by these same staff who should do their job as 'SEATS ARE FOR PLAYERS ONLY'. They either sit directly on top of you and watch your machine whilst you play, beg for money either for a sad story like transport home etc or they actually take your blank day card holders or membership card out of the machine with millions of black eyed cameras watching or security to see this happening! Once this happens and you realise your card is gone you go to the front customer service desk and report the situation only to find out you have to pay a R30 to receive the same card that was just ****** from you? How pathetic! Then when you ask security they can't even trace this person/people!! 5) Ever since Gold Reef was established or opened it's doors and my parents started gambling there when it was still situated within the Rand Show premises and I was still a child, growing into my adulthood in order to gamble, not ONCE have either one of my family members or close related friends, colleagues or regular gambler goers I know ever been called up to claim prize winnings on draw nights such as money, cars etc. Yes I understand there are hundreds of people who attend these draw nights, however there should be a systematic way of doing this and really reward those who gamble regularly, give them a fair chance if they've accumulated '1 - 135 tickets' or if it doesn't look like ******** or favour for a neighbour... 6) Popular theme park rides are always out of order causing disappointment for the hype created. 7) After losing all your money being tired spending the whole day and night in the casino all you want to do is REST in the car since there is no membership lounge, but you can't even do that as security annoys you telling you it's not allowed. I understand it's not allowed, however there should be provision for members as I said a lounge or some sort where you can actually rest without being distracted and forget about your losses, or just to recuperate before going home or still waiting for your partner/family member to make something 'substantial' after losing so heavily since the casino takes so much money from you! 8) On the notion of the casino taking from you, the other Tsogo Sun casino franchise being Montecasino or even their competitor the Peermont casino Emperors Palace is more rewarding, family orienrated and you actually see the statistics of people winning there getting double or even triple of the amount they actually came with! It's only recently GRC has introduced their digital display screens where you can see 'Jackpots Paid Out'. Really?! You really call that jackpots paid out when 1 out of 5 customers spends on average roughly R30 000 from their salaries etc on gambling with no returns?? 9) No airtime sold anywhere within the casino NOT even at the 'kiosk' where they sell sweets called Candylicious. 10) No portable charging facilities for your phones, power banks etc and you can't even charge your phone at the coffee shop if you don't get to pay the absurd amount for a sandwich which is tasteless in any event. 11) Food is ridiculously overpriced, the carts close early & the waiters take long with your order. 12) No more complimentary drinks for members. 13) Magic company closes too early for the kids and a more, better, wider range of games could be added on without ripping them off such as 3 coins for one game play. After all these pointers I SINCERELY HOPE the casino gets this and implements this. These are the experiences I go through and the people I know or even random people have gone through and all complain about. Please take cognisance of these concerning factors and make these changes otherwise you'll start losing your 'valued members'. Thanks.</p>