Sun International

Hi I was just banned today i was treated very unfair as there reason is a guest told the security (m.i.b) that I asked him for money they didn't want to hear my side of the story ND the guest that complained actually owes me money I just asked for my money that was owed to me he told me to get him at the casino to get my money I have proof,but again I wasn't given a hearing I come there every day ND loose money Im not stupid to ask anyone money cuz I made that mistake before ND wouldn't do that again.so I was unfairly treated my name is Cindy Martin [protected]) mvg account number ([protected]) I would like to ask u to plz resolve this situation because it's not fair I've been coming there long ND the guest in question wanted me to sleep with him ND I didn't want to I think that's his reason for getting me banned ND again I have proof.thank u hope to hear from u soon contact number ([protected])email address ([protected]@gmail.com)

I am a, regular supporter at grandest casino goodwood capetown. I spent thousands at a, time when I go there. I used to think I wax winning but realized that I have spent about R100. 000. 00 maybe more.., especially in the month of october, when it wad my birthday month and I lost such alot. I always play highest bet and lately get no pay out or very poor pay out.

I'm extremely dissapointed, and I think it's because there is not a completion casino in the area, that's why we are being robbed.. the talk around the casino is that the machines are rigged.

I trust that you will look into these complaints.

To whom it may concern,
I enjoy a good ice cold beer whilst visiting GW and on numerous occasions, after placing a order, I request that the bartender to serve it in the can and not transfer it to a glass, as it looses 30% coldness almost almost instantaneously due to the fact that the glasses are not chilled.
My complaint is that the bartender then proceeds to open the can with their filthy, unhygienic fingers with out any protection after interacting continually with filth dirty money and bank notes. I can understand they are instructed to do so by management because of various ramifications, but I would insist they do so under more hygienic conditions.
Other than that I would prefer to open my beer in front of them with my own filth dirty fingers.
Your comments.

It used to be such a pleasure to play at grandwest. As a platinum member i'm really disappointed. I spend between 5000 and 10000 every month and every single time I go home empty handed. I feel so angry and frustrated seeing other people winning all the time and I sit at grandwest for 24hours or even more trying to win something. For the last 3 years I haven't won a single thing. The biggest I ever got was 30000 on king kong cash 4 years ago and even those machines were taken away. It's so relaxing and nice to spend time there but sad to leave empty handed every time. Pls lcheck if my card is dead or what. Id number [protected]. Vilnapls can I get feedback

Hi I have an complaint why mistake person spend 3000 to only win 500 it's disgusting I used to go there and not spend anything less than 3000 how is it possible that you people only give to who you feel like it I mean really now I've spend so much and only won like so little you people need to be fair give everybody atleast a chance to win.thanks..

last night I was at grandwest and I played out over 2000 rand on my mvg card [protected] and the white card I had a bonus on machine it gave me 3 bonuses 1 payed 30 credits the next one paid 30 credits and the other paid zero credits then I played on sunsticker and the bonus paid out 12 rand its my birthday month to I am so disappointed and disgusted

Sitting in grandwest prive and security keep on harassing me im sleeping while i was not after tellinv her im busy on my phone she still says im sleeping meanwhile another woman is sleeping in the prive and nothing is being said to her very dissapointed in service and the manager of security mandiya who did not even listen to what i had to say security nwabisa is very incompetent as a grandwest customer i will be cutting up my card and never come back and will tell ghis story to everyone i know

I phoned head office this morning to enquire about Grand West Hotel as I can not find it on your bookings page.
I was greeted with "hello, can I help you?"
I asked if it was Sun International.
"yes"
I put forward my enquiry.
"You can phone reservations number..."
I hung up.

Jo...I would have expected a much more professional interaction

Regards
Leo
[protected]

ps. I emailed Grand West directly now.

Hi on the 12th of September 2017 at 13h20 a hoax email was sent from my email to [protected]@suninternational.com stating that there was a bomb somewhere in the casino I was noit the one to send this hoax email. I noticed when I opened my email later that day that someone send this hoax email using my email account. I am a regular punter at GRANDWEST and send another email saying that the previous email was a hoax and was not send my me. I went to the casino lkater that day and reported the incident toi one of your MVG supevisors Lucian Arends telling him about the incident and he advised me to wait until I get a response from I dont know who. Later on that evening I was embarressed when Louna a security officer and her team approached me and escourted me to a room where I was cross questioned about this alleged email that was send. I spend two nights in the Elsies River Police Station after I was told a case was opened and that I need to go to court. I went to court Thursday 14 September at the Goodwood Magistrates Court where the case was scrapped from the court roll on my return to Grandwest The Thursday, Friday, Saturday nobody had a problem with me being there only the Sunday when Faizel Petersen a investigator and Louna the security officer had a problem and said that I need to furnish them with proof that I was not the one sending the email. I was told by the security guard the Tuesday night that Grandwest is waiting on the outcome of the case before deciding if I will be banned or not. I think its unfair that I am banned as this case was unnecessary and that I was framed. PLEASE RECTIFY

Going to Grand West Casino is like I Nightmare every single time... R25000 in 3 days! It is ridiculous! How can you spend this amount of money and get nothing in return... R500 lasts you 10min if you are lucky. I feel that Grand West has no competition and thus the reason why they can take these large amounts without giving anything back in return. People don't have anywhere else to go so they continue to come back.

From the 20.08.2017 - 29.08.2017, I played out more than R25000.00 and to date the amount continues to accumulate. Its now well over R30000.00 and it does not matter what you do. If you bet big or small the end result is the same. You leave empty handed and just shocked the you loose R2000.00 on a R2.00 0r R5.00 bet. And this is not at one machine but moving around to 5-10 different machines.

I think that it is best to stay away all together. Clearly nothing will change with regards to all that mentioned above. If staying away is not the best solution then I have clue what other solution there is to this problem!

Hi

My name is Robin

I have played at Grandwest Casino and became a MVG cardholder i stayed away in the beginning and recently went back i have since gone from the Maroon Card to the Silver Card and from my Silver Card i have gone to a Gold Card

so far everytime i visit i play at least a R1000 or more and i have never won a Jackpot or a big amount

take for example i was cashing out one evening and i witnessed how a Platinum Card Holder Won R40000+ twice in a row on a slot machine in it put me off because that meant in order to win an amount that big i would have to play to get to platinum which take very long and then only start winning big

Are the Cards Fixed to lose?

We, my fiance and myself are MVG members at Grandwest Casino. We enjoy going out to the casinos and have been to a lot. All the ones in Jhb, Emerald, Flamingo, Wochester, and many other like Calidon ect. We are Gold Members with The Sun Casinos and visit Grandwest the most as we live in Strand. The last 3 months we have noticed that we do not win at Grandwest anymore and if the pay outs are weak . We do better a the smaller casinos. As I am a business man and I love people I always have conversations with the other gamers. They report the same back to me. It is not fun to loose time after time and some of our friends and our children stopped going to Grand West. If this continues many will stop going to Grandwest. Since I became a Gold member I have not once won anything decent at all. On my Silver card I have done better.

There has over the years been of late even more lessor and lessor winning combinations on the slot machines, it has really become a pathetic situation with how having come here since its opening and all too familiar with how the slot machines used to pay out winning combinations and jackpots. These days that is no longer evident.

Then when you sit in the non-smoking sun lounge while having a meal and announcements are made it is definitely not audible enough or visually appealing and many times one misses out on a win.

I have submitted a complaint about a person/employee of Sun International Grand West harassing my wife by way of making calls to her phone at all times of the night. To date I have not received any feedback from them in this regard and the person phoning is still continuing to make calls from Sun International Grand West, just last night at 2-30am they have phoned again! Please can you sort this out immediately, alternatively I will have to lay a charge against Sun International Grand West as I have the IP address of the phone.

I am formally complaining about the above Grand West number [protected] trying to phone my wife at all hours of the day and night since November last year 2016 when we visited there. My wife has all the logs with dates and times on her phone which we intend to report to the police if this does not get sorted out immediately as this is harassment ! Please trace this number and employee/person at the Grand West so that this does not happen to other people. My wife, s cell number is [protected]
The above number comes up as Grand West on my wife phone so this ip address/number is allocated to the Grand West.

Ubaid acc:[protected]
I have been losing at Grandwest sine October 2015. 2016 I never won a single cent. I don't earn much and what I earn I basically give to grandwest. Gambling is suppose to be a 50/50 winning or losing. But stepping into Grandwest u should know already u ain't walking out the with a cent. It's more like losing percentage 90% with a 10% chance of winning. I think the higher powers should take a closer look at the situation at Grandwest.

Good day

Upon entering your premises on 29 April 2017 at approximately 21h30, I was told that there was a conference on the inside and I have to exit again. Upon exiting your premises, I was billed R10 for entering your premises, wtf? A woman named Nontabeko, with a ###y attitude I will add, tells my that she don't care, if I want to leave the premises I have to pay R10 and everybody knew about the conference. Did you notify the whole of Gauteng telephonically of this important conference you have, cause that is where I currently reside permanently. Then pocketing my R10 and not giving me a receipt for my payment afterwards, did she not receive a bonus? Is that why the attitude is there? Where is the customer centricity factor in your employees or are they just there at the booms to collect toll money? I am absolutely astound at the way she spoke to me, was it my appearance? My kids was unfortunately the disappointed parties in the whole matter as there was absolutely no visit to the ice rink for them tonight, cause this is what there father has promised them after a looooong busy day with other family matters. Thank you Grand West for charging me Toll money for driving through your booms in a direction which I did not have to go through after all and thanks for having me break my promise too my kids and having to pay for it by getting heat from your unprofessional, egotistical staff members. I can be reached on [protected] if you need to confirm if this is not a hoax. PS, don't expect me to be all bubbly about it...

Regards
Mr Jacobs

Simply put, GrandWest scams people out of their money.
I started going to GrandWest a few years ago and maybe went once every few months...Sometimes you win, sometimes you lose which is why its a gamble. I won a few times more than 10k rands in one night...Then I started to go more often and just started to loose. Now I cannot even win more than a hunderd rand after spending more than 1000 rand.

Throughout the years I noticed that the type of machines GrandWest used, moved away from the traditional spinning reel slot machines but more of the video type machines. They removed a lot of fun and exciting machines and replaced them with the boring video slot machines which can be easily manipulated.

I consider myself a reasonably intelligent person and whenever I went to a casino I knew exactly which machines gave me good returns, how much my bet was, how many spins I took etc. These days its not possible to even remotely establish which machines will give good returns cause all of them are just sucking your money. Don't get me wrong, I dont sit for hours on one machine and put in thousands of rands in machine. In one night I would try 20 different machines and all of them won't even give me a bonus. Statistically that is impossible it's because the machines are set incredible low to pay out.

I won't go into details on other slot machines but let me just say something on the "progressive " machine called Duma. I have triggered Duma feature twice at GrandWest and if your score is less than 26, you will win a maximum of 2500 rands (25 x 100). I won 1900 rands and second time 1700 rands. I triggered Duma twice within 1 month but after one year I could not manage any more triggers on Duma.

Bottomline is GrandWest is cheating the Jackpots that is linked to other Sun Interntional Casinos. This is how they do it... Whenever you press the spin button Duma can be triggered anytime. So whenever you press the spin button, but the reels are not spinning, then the Duma cloud should appear from the left side of the screen. This should allow you to play the bonus feature. However what happens next is that the slot machine suddenly loses "Comms" and then resets...So you do not see the Duma bonus game at all, and hence no jackpots are given.

I tried everything to win some extra cash...Changed my cards, changed my betting, going different times & days to the casino, trying almost every type of slot machine available but at the end of the day I can not even manage to win one minor jackpot (few hunderd rand) let alone a major jackpot...

GrandWest will take your money, and take your money, and take your money and keep smiling while taking your money...but oh wait you get free coffee voucher (x2) so at least you score something...

On the 3rd of Feb 2016, my right knee was injured whilst at a machine (Grand West Casino), the bottom of the machine shot out and fell onto my right knee. Still to date after numerous Doctors visits and all I am still awaiting a solution. I have lost my informal job due to lack of productivity. My home life is a complete mess as I am not actively working there is no income and the kids are left hampering my wife all day. I was the only bread winner and I am told every week to be patient by Sun International and their legal Underwriter. Sun International please place yourself in my shoes. I have not even received a written apology or any kind of compensation due to your negligence.This is still not addresses even though three months has past. I struggle with my knee. If I am too long on my leg standing my knee pains. I cannot even take the kids for a jog. I have contacted my attorney however to the general public I want them to know how this place can treat a so called Valued Customer.

Like everyone frequenting these casinos we are aware that playing on these machines are all about being at the right machine at the right time, luck. Gambling is a win or loose a chance that the machine will pay out however I have to agree with many people complaining about Grand West with regards to winning. I have been going to Grand west every weekend but have been loosing all the time, how is this possible how can we keep putting money into these machines and it pays nothing. Just so you have an idea of the amount of money I'm refereeing to last week I put in over R5000 and left with nothing now that is a lot of money to keep loosing. They should be checking the machines from time to time it just does not pay and this is why I feel I'm and others are been robbed.

Good day

I am a gold card holder (Card No : [protected]) at Grand West, never once won anything. They say the pay outs are calculated against you visits and how how money you spend there, but this is a load of crap.

I also know that gambling can become a addiction, And I was for counseling earlier this year, but the main fact is that they just steal your money, I spend like almost R100 000-00 over the last year, and did I win anything? Maybe a R1 500-00 once every 3 months. This put me under loads of debt, but I will spear you the details as Grand West and every one in the Gambling industry just do not care.

Please close down this place, as this will contribute to many people being more happy and also will reduce the crime limit. For example, the peoples money do not get stolen/taken away, and leaving them with nothing, they wont turn to crime for daily needs. I know this is everyone's free will to choose when to stop, but this not change the fact that they make it so easy for anyone to become addicted.

Please look into this.

Kind Regards

So firstly my name is Shannon and I've been going to GrandWest Casino for a VERY long time. To gamble, have dinner, watch a movie or go to a live show.
My biggest problem with this establishment is the non payouts that never happen for me. Initially I would at least win and come home feeling good bit now and for a good couple of years my winnings have been non existent! I'm not talking about playing out R200 and complaining about it. I spend thousands of rands in that dam place and I NEVER WIN! I'm sure I'm not the only one that feels that way.
I may not have a platinum card but I have a gold card. For those of you that know the difference and how expensive it is to maintain your status on these various levels it can become expensive. Yes it's your choice to gamble and go back. But my issue is after all these years of gambling there I can honestly say I have not had a big win. The most I have won in a single go was R7200.
Now sounds a lot...trust me...For those of you that understand my pain...and the amounts of money you spend there, R7200 is like R72! Don't get me wrong here...I was grateful...but after that...I have not won more then R3000 in a single go. I rarely get the feature (Free spins) and when I do on the odd occasion, I win less then my dam bet! Now tell me WTF! I really just feel like the system that they switched over to is more of a scam.
You can ask ANYONE on the floor how the winnings are, they will all tell you it's far in between and the amount you spend out ways your winnings so vastly you feel sick to your dam stomach.
That's that! Next...playing in one evening 30 points earns you a free meal! OMG WHAT CAN THEY GIVE US TO EAT! It's R500 per point. 30 X R500 = R15000 yes! I know right.
Now you get a pathetic chicken meal which consists of a drumstick and thigh, less then a handful of salad, chips oh and a free cool drink! Fifteen THOUSAND RAND GETS MR THAT BULL! Gosh...before this crap it was prawns or a disgustingly cooked piece of Kingklip(fish) with chips, no cool drink included. Now honestly...For a establishment of that size and regardless of your card status, surely they can do better where that is concerned?!
Maybe I shouldn't complain...that's the only free crap you get...oh wait...its not! 15k later or your 30 points get you that...really...its not asking for a 6 course meal but dam! Pathetic I say!
On the same topic of points. There have been nights where I have played up over 100 points in one visit. To some that's a little...to me and I'm sure a large portion of gamblers that's a lot. Actually it's a @#$& load! THEN ALL YOU GET IS ONE MEASLY MEAL VOUCHER! That is really pathetic. If you pumping out such crap food. Then give us what we actually deserve. 60 points = 2 meal vouchers etc.

Moving on...The same restaurant that gives you the food...golden anchor, is a joke! The service is snail slow and always with attitude.
I found hair in a beef burger I ordered once. They didn't even bother to comp my meal.
There staff is untrained where proper service delivery is concerned and this goes for the staff on the floor that's non existent too. The various bars around the casino floor are just as bad. They are always having conversations and just blatantly ignore you till they feel they are ready to save you. When they do, it's with attitude because you now interrupted their conversation.
I don't think it's going to get any better where everything I have mentioned is concerned.
I never recommend the casino to anyone. They just good for the concerts they host and a movie.
They really need a competitor in Cape Town. I hope they keep pressing to get that new casino here.
Once that happens they are really going to lose there so called "Most Valued Guest"

I officially logged my originalcomplaint on the 8th april 2014
Today is the 12th june, and ihave not heard anything besides your query has
Been escalated to whom ever. i’m writing you this letter as a plea, to havesomething done to
The overgrown bush in grens street. it is most definitely a hazard to the
Residents as well as commuter’s that use the road. today I heard from a mr anver clayton who liaised with gwc who admitted the property (the overgrown bush) belongs to them, gwc refuse to remove or do something about this bush. people are getting robbed, it is not safein the road as the lighting is in a poor state as well. people who goes to grand west casino are getting robbed inyour own parking area, and yet you fail to do something. I think your behaviouragainst safety, for grand west patrons/staff and the general public is a serious disappointment to what you gwc portray. i’m a homeowner/tax payer and a citizenin grens street living in fear, because of yourfailing abilities, that affects your patronts, your staff, and the innocent commuters and residents in that street. please attend to this very important matter with the greatest urgency.

Mrs anthea lakey
[protected]
[protected] (work)

A very concerned resident and awaitingyour feedback.

I put this under the Scams and Fake Checks section simply because "Scam" is the closest I can find in the list.

Grand West Casino has removed their live dealer operated touch bet roulette wheels (Old Huxleys) and have replaced them with two x Novomatic automated pneumatic wheels in the Non-Smokers casino and 1 x Novomatic, 1 x Organic Interblock and 1 x (I think) different Interblock automated wheel. So all in all from 2 live operated Huxley wheels to 5 x Automated wheels.

I have played roulette for many a year now and have specifically done research on these automated wheels. Now lwt me tell you now. IT IS NOT ROULETTE. It looks like roulette feels like roulette but the wheel and ball does not produce the result. A computer does. It does this by changing the wheel speed during the spin sequence usually very late in the spin. It also does this by using either electromagnetic forces or air jets in the pockets depending on which model. The Novomatic definitely uses air. So if the ball lands in number 5 but the computer wants it to land in another number or section of the wheel, the jets will kick in and the ball will seem to hover above the numbers. This does not always work out and sometimes the ball actually enters the pocket to then be ejected at a speed higher than what it entered the pocket... I have seen numerous times the ball actual ejected back onto the track to then change the final result by 180 degrees...

Be assured this is not roulette but a slot machine. Remember roulette table game (Euro wheel has a 2, 7% hose edge. It is a negative expectancy game and the house gets their 2, 7% on a win or loose spin simply because they pay you short on a win and on a loss they get all of it + the house edge. 37 numbers payout 35 to one. Ok we know this and we cope with this. We accept it. However. On a computer generated rng classified as slots and not table games I will bet my bottom dollar that these automated wheels take more than the 2.7% house edge. It will take the same as the slot machines. 7%...8% ? Who knows?

This brings it to another point. If the number to fall is manipulated by changing the wheel speed and using air jets or electromagnetic forces... then because all bets are locked in on the digital screens. The computer can in a fraction of a second calculate the least covered section on the wheel and therefore manipulate the ball to end up there... Don't believe me? Do yourself a favour. Go there take R2000 and cover 30 of the 37 numbers leaving a section open of 7 numbers. Bet the whole R2000. You will see how the ball magically finds it's way around the wheel into one of the open numbers.

To make things worse. The Novomatic wheels are place on raised platforms, so if you sit down you cannot see the wheels at all. Standing up you will see about a quarter of the wheel. No video screen on the Novomatic wheels. Instead at the end of the spin a very bad resolution video of the wheel pops up on your screen where you can hardly see what goes on. Clearly every effort has been made to keep eyes off of the actual wheel... I wonder why? (sarcastically meant)

All these Auto wheels also have racetracks to bet on so it is similar to the call bets on live tables except you can place as many as you like whereas at the tables only 3 call bets are accepted before the spin and 3 after the spin and those 6 call bets is for everyone as a group. So if they are used you cannot call. On the auto wheels you can place as many as you like it is unlimited. Off course it is also crooked so no point in betting the race track. The reason why I bring this up is that Grand west very cunningly have change minimum betting per number on the call bets at the tables. A R5 table means minimum of R5 per number on inside bets. That also means that if I make a call bet, number 12 and the neighbours by 5 that means Number 12 and the 4 numbers either side of the 12 all bet by R5 per number ... so a R25 bet for 5 numbers. What they have done now though is to raise the minimum of call bets to R20 per number. So even if I play a R5 or R10 table I have to bet R20 per number if I do a call bet... Off course we do not have this problem with the newly installed Auto wheels where you can even bet R2 per number using call bets ir rather the race track.

So what they have done is to push people playing call bets to their Automated wheels ... so-called roulette wheels... yeah right.

Way back in Las Vegas when the Mafia was prominent in the casino business, gaffed wheels were around (gaffed wheels is a roulette wheel that has been fitted with magnets or any other method to affect where the ball will end up. This off course is highly illegal BUT casinos today (Grand West no exception) get away with loopholes because these wheels are classified as slots and not table games.

So is this illegal? Technically most probably not. In reality sure as hell.

I have also contacted two Auto wheel manufacturers and asked them the above questions. I was shot down in flames and rudely told. These wheels are certified random. This however does not mean they are random. For instance. You need a large amount of spins (7500) to look at the standard deviation of each number and to see if anything is abnormal. So, during busy hours it can nail everyone being non random and quiet times it can correct the balance over time. Remember these wheels operate non stop 24 hrs a day 7 days a week with about 60-80 spins an hour. So random certification is useless and means absolutely nothing. How the Gambling board will ever be able to prove these machines are non random is any one's guess.

I just wish that Grand West was at least forced to put large notification boards at these auto wheels that it is not roulette but computer generated rng. I know one thing for sure. I am finished with Grand West and will rather play in Caledon although they have Cammegh wheels with scalloped pockets or I will play Club Mikinos Langebaan. which as far as I know still have Huxley wheels and still operate with standard roulette rules.

Concerned Gambler