What to do when problems arise in the casino?

When problems arise in casinos, I think going up the chain of command is very important. Recently, my friend Ron had a run in with a large casino in Atlantic City . He and a friend were playing roulette and spreading about $100 a spin between the layouts. After losing 6 spins in a row, number 27 came out.

He had a considerable amount of money all different ways to the number. The dealer MIS-MARKED the number by marking 30 (the number directly below 27). When he started clearing the chips from around the MIS-MARKED number, someone alerted him about his error and he then called over the floorperson.

He cleared twenty-two chips away from the winning number, sixteen of which were Ron's. The floorperson then went to the pit manager, who called surveillance. After twenty minutes, the floorperson came back to the table and said to the dealer to place seven of the sixteen chips on the number 27 and to pay Ron for those seven chips. 

Here comes the problem. Ron says he not only had the number straight up, but had splits and corners to the number.(different ways of betting so that you get more numbers then one, but the payoff is less) The dealer only swept away chips on or around this number, so he was sure he should have been paid more. Not only that, the other players who had chips swept away were getting anything.

They were also frustrated and declared they should have been paid something.  Now my friend talks to the pit manager, who says "No this is what you get and it is final". Now, Ron after arguing for a while with a stone went to the casino control commission for guidance. As usual, they will take your complaint and give you the old, "we will get back to you on this" speech. I had a problem about six years ago and asked the CCC to be involved and in a matter of words, they wanted nothing to do with it.

While thinking about this, I start to get steamed, because after all, these brick and mortar casinos are supposed to be regulated and watched over by the casino control commission. Let's think about this. Who pays the CCC.'s hundreds of employees? The state, and if it weren't for the casinos paying mega taxes to the state, they wouldn't have cushy jobs for these people. So, who are they fooling when they say, "we are hear to protect the public by making sure the casinos run a fair and honest game"? 

If I had been with Ron, I would have suggested going up the chain of command. In this instance, dealer, floorperson, pit manager, shift manager, casino manager, and then the director of table games and even the president and C.E.O.

Usually, it will never get this far and will get resolved at a lower level. The strength of this is, at some point, usually they just give in, because they don't want the bad press. It is much easier to pay someone a few bucks and basically shut them up, because eventually, they will just lose it anyway.

This all could have been handled if the floorperson would have given the losing players the benefit of the doubt and distributed maybe $150 to the players. Instead, it can become a major production, and in the end, can cost the casino tons of money because of the bad taste left in the players mouths.

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