Next thing I know I’m approached by a female member of staff who asked me if I was aware that I’d taken this ladies chip and I said no, she explained that they’d watched me do it! I asked if I could view it and they showed me the footage, I was absolutely mortified and tried to explain that it was an honest mistake, I couldn’t believe I’d done it. When they played the footage back they said he had been overpaid that’s why the chips were just taken! No form of apology for “their” error and it killed them to explain why and it was as if they didn’t need to! Second incident was when I was playing the roulette table, a lady to my right asked the croupier where her five pound chip had gone, they said they will check their footage.

First incident, husband had chips just taken away from him with no explanation at the roulette wheel.

was having a lovely time in Birmingham for our wedding anniversary and hubby’s birthday. Only one star and they’re only getting that because I can’t leave a review with out it! Absolutely appalling. She is ruing your reputation and I will not come back to Genting anymore even I had so many good memories here because she easily destroyed all the rest of your staff’s hard work! Shame on her. This staff is not qualified to facing customer as she is not listening not caring not even cares. This is not the attitude when you trying to solve the problem. She still called her manager and said loudly that I am a upset customer. I said I don’t need you manager because I don’t want to ruin tonight. She then said if you are not happy I’ll call my manager. This is not about the card, is about respect. Instead of apologizing, she rolled eyes to me and said I don’t need to explain to you, I can get another card if you need. This is appaling! I was appalled! Then I asked why she didn’t ask me at least explain it to me what is the regulation because I still can use my DOB and full name to get in anyway. When I was in reception the lady scanned my card and said it’s not yours then CUT MY BOYFRIEND’S CARD WITHOUT MY PERMISSION.

I would give ZERO star if I can! I’m a loyalty customer to Genting for the past years but this time the experience I had is outrageous! I forgot to bring my membership card with me so borrowed my boyfriend.

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