DISAPPOINTING

Item: Suncoast Casino
Rating: 1

Extremely disappointing in few days, experienced many issues. I visited Suncoast Tuesday 18thApril 2017 around 11:30am and left between 18:03-18:10pm. Reported an issue that happened on that specific day to Nicole East (Public Relations manager) on the 21st April, she handled the situation and assisted me like I was truly a valuable customer , I felt extremely grateful with her response. She then directed my information to relevant departments, later in the day I got a call from Lorance Chetty whom I had to re-explain everything to. He explained he will check with security and I will need to bring my Bakkie in to be checked. He then called again with uncertain information and just said you ‘Maybe’ need to send in an email with 3 quotations. I then rep**** , Okay no problem right now I’m at work can you please send me an email, or just your email address and I will send the relevant information to you. His answer was I can’t send an email from my email address. Dumb Struck, I said okay, I’ll send everything to Nicole. Sent an email to Nicole on the 25th April with attached pictures and full description. My statement was very simple when I entered the premises on the 18th there were no cracks on the top left passenger corner and when I left there was a crack. Nicole rep**** stating she has forwarded my claim to the relevant managers, however up till now, no feedback. EMAIL STATED.. Good day Dear Thanks so much for the urgent feedback, Spoke to the Manager you passed me over too He engaged with security and they picked up nothing....however he mentioned when i entered the premises there was no cracks on the passenger side. It was around 18h00 when I left, and I'm certain in the dark, camera couldn’t have picked up the crack on the wind screen. He asked me to email you regarding what exactly happen with 3 quotations as well... As per conversation, I visit Suncoast twice a week, Came in on Tuesday around 11.15am, I left around 18h00, when i jumped in my bakkie i immediately noticed the crack and took out a picture. I did not know the procedure to report the crack on the window. As I've never faced any bad experiences before. I've attached pictures, on the evening it happened and during the day. You will see on attachment the date and time I've taken a picture at suncoast premises. Please note, The crack is now spreading and i urgently need it repaired... Thank you. Urgent feedback will be appreciated. My second experience on the 28th April 2017, arrived around 20:00pm and left 29th April 8:00am Around 00:16am at the non-smoking area, my hubby and I were playing on the machine, while enjoying ourselves and playing we experienced technical faults with the machines. As shown on attached images on this email and as well with surveillance videos and images you can definitely view the issues we were having. While playing the bonus feature, activated while selecting the coins on the screen the machine did not allow us to select certain coins that we wanted to selected, we then pressed the service button and waited a while with no response we then looked for a floor staff member to assist us. Staff member arrived opened the machine, reset and started touching the screen, however where she was touching still did not work. We then asked her, to restart the bonus feature, she then rep**** “touch where its allowing you to touch you don’t need to touch the other places” We then rep**** how we can touch the Screen when it’s not working and why we must touch the place to suit your needs. Why is the machine online if it’s not working properly, we were definitely was going to hit the grand jackpot, as the coins we were forced to select was for the other jackpots which was the smallest ones. We then asked her what is going to happen, she rep**** she has called for the supervisor to assist us, from then till now we have received no response or heard from any supervisor. 02:02am the technician arrived while repairing the machine, he informed us that there is a technical problem with those machines; we asked him why the machines are still on if they are not working properly, he then rep**** he does not know. we waited around 3 hours for the supervisor to explain what took place, however no one arrived to address the issue. While playing , as security can pick up on footage the machines next to us where perfectly fine and could select the bonus feature coins freely. This also accrued around 10pm directly opposite when you enter the cinema side , people were playing and technical difficulties of the machine could not allow the bonus feature to activate, I then played for a while, the bonus feature did not activate, however the 2 machines next to me on either sides were perfectly fine, I then went to the opposite machine and the money got stuck in the machine, I waited for a staff member to assist me while playing one machine away, the gentlemen next to me had the same bonus feature problem that occurred at 00:16 am when I was playing in the previous machine. I arrived at the Bar lounge to place an order at the bar counter, on giving the cashier our order he rudely rep**** we cannot order from him, I need to find a waiter, after finding the waiter I ordered and left. Towards the morning we went to have a main course meal we found a waiter I asked her can you take my order and she rudely rep**** Can’t you see I’m the only one here on duty I will come to you just now just go sit there. After a while Thandeka the waitress just arrived from her break and took our order, the food was very delicious and I enjoyed every bit of it. While paying my bill she rudely stated “so where’s my tip, how much do I put for my tip on the card machine” I was so shocked by her statement I gave her cash and left. As business owners of Kiosk and Takeaways in Durban at World Sports Betting we believe that customer and also regular customers should be treated with lots of respect and to be given the best service. My biggest concerned is being ****** by a big enterprise like Suncoast with no management assistance. Please assist with this matter urgently with high management response or should we contact the Gambling Board . PllWith 3 Years Moving to Durban and visiting Suncoast twice a week, I would want this my first and last horrible experience as I enjoy entertainment and Gambling .

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Replies (1)

Suncoast Casino's replyOfficial

02 May 2017, 11:57

Dear Venesha,

Thank you for bringing this matter to our attention. We apologise for the experience you have encountered whilst visiting Suncoast. Your complaints have been forwarded to the relevant Managers for their attention and feedback.

Regards,

Nicole East

Public Relations Manager

Suncoast Casino's reply02 May 2017, 11:57

Official

Dear Venesha,

Regards,

Nicole East

Public Relations Manager