Unacceptable Customer Service and Experience

My wife and I were patrons at your Port Elizabeth venue and were actively playing a machine at approximately 2:04 AM. At this time, we were informed that the venue was closing. When the manager approached us, I politely stated that we would be finished and ready to leave in the next two minutes, as my player card was still in the machine.

The manager refused this reasonable request and, without our consent, aggressively reached into the machine and forcibly removed my active player card while we were still seated and gambling. This action is an unacceptable breach of customer service protocol, interferes directly with a patron's game, and constitutes the forceful removal of property from a customer's immediate possession.

Furthermore, the manager’s demeanor was extremely rude, dismissive, and unprofessional throughout the entire interaction. This is not an isolated incident; we have previously observed and experienced unacceptable staff behavior at this location.

As a loyal patron, I expect to be treated with respect, even during closing procedures. The action of removing a player card from an active machine is highly inappropriate and created a deeply negative and hostile environment. We will not be visiting this location going forward.