Poor Customer Service & Ratio Payouts Poor

My husband and I visited GW on Sat evening 22 Feb 2015. We are gold MVG holders and have not been visiting GW as often due to all are visits ending up being very unpleasant. When your card does not exit the machine, you have to walk to the non-smoking from the smoking area to find help. The kiosk for assistance in the smoking area is closed off. There are no white cards available, when your MVG card cannot exit with a cash balance on it, you are given a piece of paper that needs to be cleared at the MVG desk, with a queue of 20 people in it. These are the types of experience we have, no management around to confront and this is not an incident that happened just once. For me to inform you via hellopeter means I am P*&^^^ about the horrible service. After experiencing all of this on Saturday, spending R7k on slot machines, to no winnings in return is absurd. What does one have to do to win - even 10% back on your total spend....What is the ratio of payouts on the slot machines or does one need to change our race on the MVG card, come on GW, management step in here. It is our prerogative to visit GW but at what point does one really win? A response from management will be appreciated