Uncompromising, bad service and attitude!

I was sent an SMS to claim my free birthday play; they stated that I would receive double if I arrived by Friday the 3rd July, which I duly did.

Upon arriving their system was down and there was no free play available.

I also had put money into the machine as you can't use your free play in any other method on the slots. There was no one attending the floor, so I went to the MVG desk at the entrance of the prive to enquire "what now"?

I do understand that the system was down and all I wanted was someone to explain to me what would happen now as I had drove all the way based upon the 2 SMS that had been sent to me.

My gripe was not about the system failure, but rather what would occur if I passed the deadline of today the 3 July, in other words what is the solution to what I was experiencing. This in essence is a very simple question, to which no one had the answer,.

I was sent from pillar to post for one hour and seventeen minutes to find someone who could advise me including the slots manager Daniel Ngwato and the Customer care supervisor Vusi Mhlanga. The customer care manager, a lady whose name I did not ask merely said" I would advise you to wait around until the system is online again". After speaking to numerous people the system had failed for 3 consecutive days, going on and off at random - it would have been a good idea to advise customers about that before the drove to the location.

There was a long queue of people with exactly the same problem.

Eventually the supervisor, Vusi advised that my free play would be extended, including the "double up" to the end of July; I wonder if this will actually happen?

The cherry on the top folks is that, remember that money I put in the machine to play the freeplay, I could not get it back as the transfer to the card would not work; the system was down!! That took another hour to resolve.

I must mention a gentleman called Godfrey Sikwane who was most helpful during this whole ordeal.

Before you go live again after Covid Monte, check and have your systems running and in place; its customers that keep you going, customers who pay to get there based upon your word. If it fails train somebody to handle the problem and create solutions, there was not one senior manager I could get to talk to on the floor.

If you came into my business and spent 2 hours trying to get an answer from somebody, I am sure you would be as frustrated as what I am.