I have decided to give this place a 1 star today after being a regular customer for years at Croydon Merkur.Today, I went there to play slots. I was £700 in and finally landed a bonus on Gold Winner. I had to make a big gamble to get the bonus. The bonus game started and into the 3rd spin it paid £60 and then the machine crashed. I called the staff and the girl that worked there saw the error message on my machine.However, she said as it was a technical issue, there was nothing that she could do about it.Further to the insult, she made it sound like I was lying as there was no proof how much the bonus paid when the game crashed. I explained the game crashed during the bonus and it paid £60, but the bonus has not yet finished. She offered me a £10 match play credit which I found to be an insult.I asked for £60 and even a £100 for the technical error. As the bonus hasn't completed, it could have been more than that.The staff there gave a sarcastic response as if I was lying to get free play credits.I'm a regular and bring £1000 with me each session. It's not so much about money or losing, but the way Merkur treat their customers with insults and unfairness is beyond believe. Why does the customer have to lose out when it was a technical fault.They could have checked the cameras, and or I refuse to believe they can't check the machine systems and logs. How can there not be protocols for these situations. It's more about not caring and putting the blame onto the customers.After today, I will never go back there again. You have been warned folks. If they machines crashes, it's at your loss.
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