Had one of the best/scariest experiences tonight at Genting Derby. However, the professionalism and friendliness of the staff was quite superb. I did well on roulette and black jack earlier in the evening in which my winnings were on my Genting card. I went for a drink and put my card back in one of the self service roulette machines. The machine malfunctioned and upon start up all my winnings for the night has been wiped off my card. I won't disclose how much but it was a fair amount. The floor staff were quick to assist and I explained what had happened. They tried resetting the machine but still my card was showing the incorrect balance and my winnings for the night were no where to be seen.
I instantly thought the worse. I was waiting for someone to tell me 'sorry there is nothing we can do we can only refund you your original stake that you started the evening with.' I was starting to lose hope when the floor staff tried to amend the problem. Kirk/Kurt the pit boss however was excellent throughout. He apologised for what has happened (it wasn't his fault at all, that is technology for you) and assured me that my winnings for the evening would be paid to me. He took me to the cashier desk and processed everything. I guarantee not many casinos would have done this but their honesty was brilliant. So thank you Kirk/Kurt for dealing with the problem efficiently and professionally.
The casino and the staff were brilliant throughout the night. Really polite and friendly. It was my first visit since they have re-opened and everything is COVID secure.
Great casino and great staff. Thank you again.