Sun International
Reviews and Complaints

Good day, both me and my husband both are mvg platinum card holders, we have, before civud, visited sun city casino up to 4 times a week. We have been playing large amounts of money and went to every draw, which seems to only be won by the same people over and over again, as especially one player who plays R 1, 00 the whole day on a R 20 machine, then winning 3 times in a row the R 50 000 draw? This whilst we have in the past 10 years, only win 1 tv and R 3 000. My friend and her husband whi goes every day and play slors and tables and probably the biggest players at sun city, also does not win anything on draws. This is concerning as for 10 years I see the same peopke who earn 1 tivket, always win. Te past weekend, we went on saterday and sunday, played R 20000 without so much as a bit of credit, playing R 3000 into one mavhine for example without ANY credits, how can this be? Most of the big gamblers from Rustenburg has stopped going to sun city due to the lack of any payouts, please wake up your slots manager who sees us every day, but does not even greet us, to open his eyes and nitice that a once busy casino is now empty even on busy holiday periods, wgat part of good hospitality and giving people a bit of credits does he not understand. Wake up sun city, you are going to keep on retrenching staff because your payout rates are 0%. you dont look after your regulars, we have to beg your unfriendly staff for coffeevwhilst havung spent over R10000, the supervisors are rude and do not even speak to the customers who is actually paying their salaries. My host, micheal, does not EVER invite us to any functions, whilst other persons are going to every event. I am so disgusted by your lack if cutimer servuce and oublic relations, no wonder you do not have full casinos no more. Speak to us and you will find out why your casino is empty. Please gambling board, look into the sun city payout operations, there is something seriously wrong, also look into why certain people always win the draws. And please give us a host that actually want to do his job. We are not your once a month clients, we come to your casino 2 - 3 times a week and dint play less than R 5000 per time. You do not care about us, not even inviting us to any functions. My mvg card nr is [protected], just as an afterthought, I used to work as P.R. O in your casini when sol kerzner was still in charge, and therefore I can vouch for all the things I say concerning your absolutely pathetic customer care to your vip's who oay your salaries. Whi never get anything back, it used to be a buzxung fully filled up casino but now? A poor excuse for an entertainment hotspot. I dont know why even we complain, as NO COMPLAINTS ever get response to. I do hope though that this vomplaint MAYBE fall into the right persons lap. C and D

I cancelled my reservation, with reference number AEHIEAR for a booking at Sun City, Cabanas on the 27th of December 2021.
I followed up on the promised refund telephonically only to find out that my refund has not even been processed yet and it is not likely to be processed soon due to a backlog on Sun International's end.
I find it unacceptable that we are expected to pay immediately yet you as a company do not honour your own cancellation policy which stipulates a repayment of the refund within 3-10 working days.
Furthermore, I have not received any notification regarding a delay in payment or any customer communication regarding this matter, except for an email confirming my cancellation. Unless I had called and followed up I would be none the wiser.

Good Day

My name is Mrs J.T Fortuin (you can look me up on your system) and have been playing at Grand West and Golden Valley for as long as I can remember. Myself and Husband are both Platinum members, so we have spent some money there. Since playing, we have not once won something big or even a car. At the draws its always sometimes the same people that wins. Once a Youngster won a car, and I felt so betrayed, to think we supported and still supporting your casino for so long and not even once winning a car. Please don't tell me is randomly selected.

Come on Grandwest.. give us something ..just don't keep on taking our cash..

Pathetic, disgusting
I was at Golden Valley casino room 121,
Toilet has a brown stains, I ended up with a bladder infection from dirty toilets.
The room had cockroaches at the fridge.
Then the casino was over crowed and no covid 19 regulations was followed.
My stay was completely disappointed.
Even though my kids wanted to stay.
Each time when we come for our accommodation is Never met... we request ground rooms and pool facing the pool. NEVER did we ever get all this crap.
Regards
Chantal

I'm very disappointed! We stayed at the Soho hotel
From 28sept -1 October.. Room 617, when i stopped at my house i realized my watch isn't in my bag anymore. I called several times and no one came back to me. They also took my number but never called. I would like to find out if it's okay for people to take your stuff out of your room while cleaning. Because everything was put away after the room service came out. No one helped me when i wanted to know where my Watch is.. we pay alot of money to stay there and still my Watch is gone..out of my room.. do you really have to lock everything up when you stay there? Thats not right...i feel like i won't ever go to Sun City again..not just because my watch was stolen but because of the poor service after the incident happend where no one wanted to help me..if someone could please come back to me i would really appreciate it
[protected]- Taylor Badenhorst

Dear Sir/madam

I express great disappoinment with regard to your the unhealthy and unhygienic and inhumane conditions at the Meropa Hotel. At the time of check-in I was allocated a Room number 131. Unfortunately-The bathroom & toilet was beyond human use, the floor filthy & dirty beyond reproach and the stench in the room unbearable. In general the corridors and passage ways carpet all smelly and dirty. The furniture in room 131 damaged etc. I was welcomed by the receptionist custodian William who was extremely polite and upon complaint was provided with THE ONLY ALTERNATIVE a room on the 1st floor Room 203 which was slightly better but not the best of conditions the stink from the bathrooms and uncleaned carpets etc... However due to my travel I had no alternative accommodation. This Hotels condition that holds the SUN International brand status is appalling and it's devastating the image. Even due these COVID regulations its totally unacceptable. I will be sending the photos ATTACHED to the media, consumer council and other social media platforms so that they are aware of the facility that is not fit for human use. Filthy & stinky Hotel...

21st August 2021
Brian Charles Bolt
I checked into Cabana's on the 21st August at +/- 15h00 was allocated room 2616, walk down and found the room not ready. Went back up and asked if they can help and was allocated room 2244. Checked in fortunelty I hide my bag behind the curtain. "Old habits" I left shirts hanging in cupboard and went out for dinner just after 17h00. When I left the room and removed the sticker to say room is clean. I stuck the sticker on the door to the laundrey / cleaners room on the right of the room. When I got back at 20h30 people had moved in apparently double booked. Door left ajar their cloths all over the place. I grabbed my bag and cloths and went back to reception. Manager on duty told me he personally checked the people in. There was a magazine I left on the table plus the top of a after shave bottle and Titleist cap. They put the Cap in the cupbord and then they must have seen the shirts. The Manager must have seen this. Got a new room 2330. Next morning the magazine and top was returned. Morning staff and manager were superb. I would strongly suggest you check if the person paid for this room. This sounds very odd and the manor dealt with was just to brush it off.

I booked a 2 night stay with Wild Coast Sun on the 4th of August 2021, check in - 6th August 2021 and checkout - 8th August 2021 through their booking partners Agoda.com. This was for a Luxury room for 2 adults and 2 children. My account was debited and I received the booking code including all reservation details within 5 minutes of my confirmation.

On the 5th of August 2021, I contacted Wild Coast Sun and Sun International on 5 different occasions, each, to confirm my reservation. I was sent from end to end on every occasion only to be told that there is nothing that can be done from their side.

I have all the required documentation confirming the booking from Agodas side, including the payment confirmation and charge, but keep being told by Sun International and Wild Coast Sun that there is no bookings confirmed.

I only booked through Agoda as they were a partner with Wild Coast Sun and were given authority by them to sell on their behalf making them an agent for them.

I am less than 24 hours away from my booking and do not know what to do as Wild Coast Sun and Sun International refuse to assist even though I have furnished them with all related information.

I have paid for the accommodation which is not recognised by them and run the risk of losing my money if I don't show up for a reservation that is not recognised. It is a no win situation for me!

All I require is my refund or this to be escalated to a higher authority for resolution.

I find this to be incredibly unprofessional as I made a booking with an accredited sub agent and have all the necessary documentation yet Wild Coast Sun and Sun International deny having any confirmation of this booking and are requesting that I re-book and pay for accommodation that I have already paid for.

I booked 3 rooms on the 29th March 2021
on the 31st I was not feeling well and cancelled the reservation before the required time / date

I was paid the one room but am still waiting for the other 2

The other 2 confirmation numbers that was not credited was
• [protected]
• [protected]

Total that needs to be refunded is R31592

Thanks

Henrique Teixeira
[protected]

The service that I have received from the Soho has been terrible.
there were quick to take my money not its a battle to get the refund!

Henrique

I received an SMS from time square casino that I qualify for the diamond draw and also received R2000, extra play on the 24 June 2021. I took a day leave as I live in the Westland and it's about an hours drive, I even took my baby boy with me as it was his birthday and wanted to make it a special day for him as well. On my arrival I swiped my card and nothing appeared, I went to marketing desk off which they told me it's a mistake from the system and then referred me to the mvg desk. Eventually I spoke to the p. an of Mr Ruben general manager who informed me that he is in a meeting and she can't do anything but will let me know as soon as he is finish. I stood there for 4 hours waiting with my son but still nothing happened I am so disappointed in time square that I will never ever go back again how can you send someone an SMS with false advertising to go there. I wasted a days leave, lost 500 of transport and best of all standing there with a baby in your hands for 4hours. My name is frank brown ID NR [protected] my cell NR [protected]

Our stay over this last weekend was memorable, all for the wrong reasons.
I was told that my booking would be made on my behalf, and I never received any further feedback. Eventually I managed to make the booking, but die to promises, and expectations, I delayed this and we missed out on the weekend that we really wanted to go.
The service levels were at an all time low.
We went The Brass Monkey, ingredients were not available, so we couldn't order what we wanted.
We tried to go to the Review Bar, where your staff member was extremely rude to us, even allowing her friend (not a staff member) to verbally abuse us as hotel guests.
We went to the Hard Rock. They were short of everything. Certian items on the menu were not available. Many drink varieties that we wanted were not available.
We went to the casino bar for a nightcap, and ordered our drinks, in whiskey tumblers. There were no tumblers available. These were served in beer glasses. At premium prices, one expects thing to be done properly.
We even cut our stay short by a day, not wanting to experience any more of this unacceptable treatment

I'm so disappointed on the service. We made a booking for my family and wena we get their, they gave us the room number and left for Waverly of wave we got to they hotel for check in they told us the rooms are full and we must go sleep in one of the Charley. Four members of my family have bronchitis n asma. We can't sleep their. If this how you treat ur customer shame it's bad. I'm very disappointed. See me or my family any more. Believe me I'm going to tell every how bad is your services.

Black people are there to donate for whites to win Grand prizes all what we get is Majors to bluff us and i believe that seen u've appointed a new manager who was removed from other casino with a reason that is affecting us as blacks we think the guys that manager came with a same strategy to make black people to suffer not to enjoy to be at carnival play. Hope take this it consideration to check Carnival city about it's racial issue.

Hi I have made many calls to the casino this year, and still cannot win on slots. I have been gaming at this casino for 18 years and still haven't won a progressive jackpot, I have never been called out for a draw or even won freeplay. Why is that? Every time I come out to the casino I loose more that R10000. This is very disappointing.
Please give feedback on why I haven't won thus far

There is clearly a scam being undertaken at your casino. Either the tellers are involved or your system has been hacked. The specific even complained about occurred on 17 February between 12h45 and 13h15 and resulted in a loss of approximately R96 000 from two pensioners.

We have all the necessary details to support the claim. Please contact us ASAP

Good day,  

I still have not received any communication from payments. This after I sent an email, made numerous calls and the query being escalated by Bella Maduna

This is absolutely unacceptable practices. 

The company was very quick to take a deposit but is not willing to refund me even though the booking was canceled within the specified period. I have been waiting since the 29th of December 2020.

I would like my deposit refunded by the weekend else I will be taking this matter further 

Confirmation number 1: [protected]
Confirmation number 2: [protected]

I had a booking from 24/12/2020 - 27/12/2020, paid in the money and had to change the date due to a covid problem in the family, I sent through the paper work that they asked for, got the cancellation letter and they said everything is sorted.

A week later (31/12/2020) R2000 was deducted from my account for cancelation fees, when I called on the 31st a lady by the name of Linda told me that I need to wait for 48hours and they will refund me the money due to all the paper work I sent through.

it is now 8/01/2021 and I am still waiting for my refund.

Hi,

I took my 2 kids to the boardwalk go kart ride and they would not allow my son to ride due to his height even thou his head was able to touch and was a tad taller than the required height stand at the entrance. They said that his forehead needed to go over the height stand.

My son was in tears as he could not go even thou they allowed him to ride a few days back. Why have a height stand if the height requirement is still dependant on another standard that is hard to quantify like your forehead need to touch the middle of the stand?

Thanks
Michael

Good evening Brett

I trust you are well

I have been struggling to get my refund for the period of two months now.

Obakeng doesn't even respond to my emails and call, I'm escalating this matter to you since all the people in this email has failed me

Your assistance in this matter will be highly appreciated

Regards

Agnes

From: Agnes Thusi
Sent: 08 December 2020 11:58 AM
To: 'Obakeng Mokgosi'
Cc: Ellen Leong ; Patrick Mungani ; Eric Bereng ; 'Nila Dartnall'
Subject: RE: REFUND - SOHO #18978546/18953664 - Thusi, Agnes [#86783687]

Good Afternoon Obakeng

I still have not received the R900 that its outstanding, as per your email last week on the 01 December you said that you have submitted my refund to the AD department and I have been doing a follow up with you by when can the money reflect in my account and no luck. This refund is long overdue and I'm so disappointed by the way it has been handled. As for your apology I won't accept it as you and your department has failed me,

Regards

Agnes

From: Obakeng Mokgosi
Sent: 01 December 2020 01:33 PM
To: Agnes Thusi
Cc: Ellen Leong ; Patrick Mungani ; Eric Bereng
Subject: REFUND - SOHO #18978546/18953664 - Thusi, Agnes [#86783687]

Good day Agnes

Thank you for your email.

Apologies for the late response.

Please accept our apology for processing only one refund instead of 2 refunds.

We were not aware that there are 2 refund request form.

Please not that I have submitted your refund at our AP Department, as soon as they have processed the refund I will send the POP.

Hope the above is in order

Kind Regards

Obakeng Mokgosi
Assistant Financial Accountant
Main Hotel
Sun City Resort
Telephone (Direct): +[protected]
Email: obakeng.[protected]@za.suninternational.com
www.suninternational.com

From: Agnes Thusi
Sent: Tuesday, December 1, 2020 9:03 AM
To: Ellen Leong ; Obakeng Mokgosi ; Patrick Mungani
Subject: RE: REFUND - SOHO #18978546/18953664 - Thusi, Agnes [#86783687]

Good Morning all

I'm just disappointed the way the matter of my refund was handled. It's now the 1st of December and I still haven't received the outstanding amount and I have been sent pillar to post. This has been long overdue and im not happy at all.

Is there a way forward or can we escalate this matter to the senior management or CEO of the company to resolve my issue

Regards

Agnes

From: Ellen Leong
Sent: 30 November 2020 09:49 AM
To: Obakeng Mokgosi ; Patrick Mungani
Cc: Agnes Thusi
Subject: REFUND - SOHO #18978546/18953664 - Thusi, Agnes [#86783687]

Good day All

Please see the below refund ticket, sent on the 10th November 2020, for processing.

Kindly provide feedback to the guest, herein copied, of the progress thereof. Documents attached for your convenience.

Good day

Since 1 September 2019 my mvg account has been mixed up with a Ms Dinah Kau, since them I have not enjoyed any benefits. I have brought this under the attention of Ntombi Morare at Carnival city the accounts were apparently rectified and I was issued with a new account.

Only to find out that the same issue I can not book to enjoy the benefits or was not offered any vouchers due to this but Ms Dinah Kau is living g it up.

I didn't get to Platinum status because it was handed to me. I eventually decided to drive to Sun City and sort this out. I was assisted by Jullie Bereng that day and was given 1 night at the palace

Since I have been trying to book for my anniversary in November and my son birthday this week. Mr. Michael Moeng at VIP sun city whom I have been dealing with on the 24 of November advised that he will make a reservation at Soho for a family room and will let me know in terms of payment or will this be complementary. As he needs to see the play.

So I have let my kids have the expectation that we will be at Sun city this weekend, however when calling Mr. Michael Moeng today 08 Dec I find out that he is now giving me the run around telling me about marketing, IT and Head Office.

When go to the Casino for entertainment we dont have the issue of we won't accept your money at our Casino because your account is not right. You gracefully take my money like this passed weekend I lost 11k, that's ok if I get the benefit but I dont.

The error is with Sun International MVG and not me, this is very unprofessional and appaling. If this the case them either pay me back all my play take my card away totally and keep your membership or take responsibility pay for my stays at sun city until such time that you decide to rectify the issue on your side.

I need my reservation for this weekend to be honoured I dont care at which hotel.

If I dont get a response I will definitely take this further.

Kind Regards
Suhyma Bapoo Ismail
[protected]