A mum who spent £100 trying to win teddies for her child believes the machines were set up to stop her from winning.
Cheryl Holden, 34, was on holiday last month with her five-year-old son Aston, partner Gavin Maguire and his family.
They visited the arcade to win a toy for Aston and played on a ‘four goes for £1’ claw machine. After spending between £35 and £40, she complained to Camber Sands Holiday Park staff member.
According to KentLive, she said this staff member then opened the machine and "changed the setting".
After the change was made, Ms Holden said she put in another £1 and won a Dumbo teddy.
Attempt to win a second toy
Immediately afterwards, she said the staff member again readjusted the machine’s setting.
Ms Holden, of Folkestone, said she was glad to have finally won but wanted a second toy for her child.
“All the ones you have there aren’t the ones you can get in a shop,” she said.
“They are the sort you would have to order online.”
After emptying another £60 into the machine over the next few days without winning a single teddy, she said she again complained.
“I was not abusive or anything,” she insisted.
“I raised my voice because I was angry but I was trying to make it clear to other parents it’s not possible to win a teddy bear and it’s rigged.”
After spotting the manager’s number in the office while making the complaint, she decided to make her feelings known to him.
Complaint
She said: “I phoned the manager, I asked when would this be getting resolved.
“He said, ‘How did you get my number?’
“He laughed it off and said my complaint form won’t get me anywhere.”
“He said, ‘You can put as much money in, £100, but you still won’t win it.’
She said that she has been going to the park since she was a toddler, has always enjoyed her time there and still holds it in high regard but the amusements’ teddy trouble has left her bemused and frustrated for little Ashton.
She said: “My son is five months old, but if he was old enough, he would probably be upset.”
Playnation's company’s people and social responsibility director said he would not be able to comment on Ms Holden’s claims until he has “completed a thorough investigation”.
He added: “Please be advised that Playnation Limited is a professional organisation which takes all customer complaints seriously.
“We operate in a highly regulated sector and are licenced by the Gambling Commission and the Local Authority to do so we take our licence obligations very seriously.
“We are fully committed to keeping crime out of gaming, ensuring gambling is conducted in a fair and open way and to protecting children and other vulnerable adults from being harmed or exploited.”
Parkdean Resorts, which runs Camber Sands Holiday Park, has been approached for comment.
