My worst Experience with Billy G Silverstar Casino

My Worst Experience with Billy G Silverstar Casino

In early January, I was planning my daughter’s 21st birthday celebration. My third daughter suggested Billy G at Silverstar Casino, as she had previously worked there as a supervisor and remembered it as offering excellent food and service. Trusting her recommendation, I agreed.

Since she still had contacts at the casino, she reached out to Angela Mathebula, a Food and Beverage Supervisor, to inquire about availability and proceeded to book for 30 people on February 15, 2025, from 7 PM to 10 PM. We specifically requested an outdoor setup, as we would have children with us.

After checking the pricing on their website, we made a payment of R6,000 to secure our booking. We then informed Angela, who instructed us to email the proof of payment, which we did.

The Disastrous Experience

On the day of the event, we arrived at Billy G Silverstar Casino, only to find no one at the door to greet or assist us. We proceeded inside and immediately noticed that our table was not set for 30 people.

When we asked the on-duty waiter/cashier, Angie M, for clarification, she reluctantly responded and told us to go dish up while she figured things out.

As we were in the queue for food, she started counting our guests and handed out only 19 wristbands—despite our confirmed booking and payment for 30 people.

To make matters worse: • The buffet was practically empty at the start of our session, with only chicken thighs available as the main meat option. • No waiter was assigned to our table—we had to set up an additional table ourselves for our other guests. • After waiting a long time, my daughter (who had previously worked there) had to personally request a waiter to assist with drinks. • By the time all our guests had arrived, our final count was 14 adults, 2 pensioners, 2 babies, and 8 children—a total of 26 guests.

We struggled to get our main courses and desserts as food was consistently unavailable on the buffet. This was deeply disappointing, considering the significant amount of money we had paid.

Billing Issues & Poor Customer Service

At the end of the night, we received two bills: • Drinks: R818 • Buffet: R5,800

Since we had already paid R6,000, we expected R200 change. However, we were told this amount would be put toward our drinks bill, but it never was, and they refused to refund us.

Since my daughter had worked there, she suggested that the supervisor, Tebogo, include this issue in her shift report for management. Tebogo agreed and assured us it would be noted.

The next day, things got even worse.

Upon reviewing our receipts, we noticed we had been charged for 16 adults instead of 14. We immediately contacted Billy G Silverstar Casino, but Angie M rudely insisted we had 16 adults and hung up on us mid-conversation.

We repeatedly tried to escalate the issue but were ignored. Eventually, we reached Angela Mathebula again, who promised to investigate. She later called back, saying surveillance footage confirmed 16 adults, which we knew was incorrect. She then handed the matter over to her manager, Monica Riba.

When Monica called us, she was dismissive and insisted that the footage showed 16 adults. We asked if we could review the footage together, and she agreed—on the condition that if we were wrong, we would “pay back the casino.” However, she also explicitly agreed that if the casino was wrong, they would refund us for the overcharge and reimburse our transport costs since we were traveling a considerable distance to resolve their mistake.

My daughter pointed out how unprofessional her tone was, as it seemed like she was already siding with the casino before even reviewing the evidence. Monica then abruptly hung up on us.

We called Angela Mathebula again, who supported our request to visit the casino to review the footage.

Visit to the Casino & Resolution

The next morning, we took an Uber to the casino. Upon arrival: • We waited 30 minutes for Monica, only to be told she was “on lunch.” • After further delays, we were directed to Billy G, where we finally met Joseph (from surveillance), Monica Riba, and Terri (the senior chef). • We explained everything while Terri took notes, although not in full detail. • Joseph suggested that we send photos identifying our guests, as there might have been a mix-up in their count.

When we got home, we sent the pictures immediately. Two days later, Terri called to apologize and promised to send the refund forms.

We completed the forms and explicitly included a request for our transport costs, since we had traveled all the way to the casino to correct their mistake.

At this point, Monica Riba herself agreed that we should be reimbursed for our transport costs.

However, the response came a week later, stating they required original, certified documents. We sent those immediately.

The Final Outcome

After two more weeks, we finally received R720—comprising the R200 change and the R520 overcharge refund. • Our transport costs, which Monica Riba agreed to reimburse, were NOT refunded. • No compensation was offered for our terrible experience.

Our event took place on February 15, 2025, yet we only received a partial refund on March 12, 2025—nearly a month later. Not once did Monica or any other manager show true concern or offer any real assistance.

Conclusion

This entire experience was an absolute disgrace. The service was chaotic and unprofessional, the food was scarce, and the customer service was shockingly poor.

I strongly discourage anyone from dining at Billy G Silverstar Casino. They rob customers in broad daylight and provide ********** service.

I will continue to share this experience across all social media platforms and media outlets. People need to know how badly Billy G Silverstar Casino treats its customers.

Billy G Silverstar Casino is an absolute mess, and I deeply regret spending my money there.