Poor Treatment at MVG Desk – Time Square Casino

My husband and I have been loyal patrons of Sun International casinos for years. We regularly visit both Time Square and Carnival City, and have always enjoyed the experience—until now.

On Friday night, we visited Time Square Casino, as we have done many times over the past three years. This time, we had left our MVG cards at home, so we went to the MVG desk to request new cards. I was assisted by a consultant named Clinton, who was initially friendly—until he scanned my ID.

Without any explanation, Clinton’s demeanor changed immediately. He picked up the phone, called someone, and started speaking in a hushed, serious tone. I politely asked him if there was an issue, but he ignored me completely. Feeling uncomfortable, I turned to the consultant next to him and asked again. She rep**** vaguely that Clinton was “just checking something on my profile.”

I then overheard Clinton asking someone to “please remove this.” It turns out he was referring to a self-exclusion notice that I had voluntarily placed over 10 years ago, which was formally cleared in 2017. I am shocked that this old data was not only still on my profile, but that it was handled in such a disrespectful and humiliating way.

Clinton’s attitude made me feel like a ********—as if I didn’t deserve a simple explanation or even basic courtesy. There was no communication, no empathy, and absolutely no professionalism. As a regular Sun International guest, I expect to be treated with dignity and respect, even if something on my profile needs to be clarified.

💡 A tip for Time Square: Teach your staff to speak to people, not around them. Something as simple as:

“Ma’am, I’ve noticed something on your profile. Would you mind if I take a moment to clarify this with Security?” or “Ma’am, there seems to be a flag from a self-exclusion. Could we please discuss this further?”

Basic customer service like this can go a long way in preventing loyal customers from walking away feeling humiliated and upset.

I would appreciate an apology for the way I was treated and would like to know how long-standing customers can be handled so poorly over a matter that was resolved years ago