When You Get the Run Around

There was a small drawing at Hooters Casino in Las Vegas on a Friday night ten years ago, but it could have happened anywhere. I read the rules and they stated that you could earn tickets starting at 12:01 Friday morning up until 6 p.m. for the 7 p.m. drawing. It was a too-small-to-be-interesting drawing, but I already had dinner reservations with a friend at the casino. If we’re going to be there anyway, why not enter the drawing?

I arrived at the casino at about 1 a.m. and started playing a $5 machine that was attractive for more reasons than just the drawing. I played until around 3:30 a.m. and figured I had earned approximately 140 tickets, which meant I’d played around $42,000 through the machine. I wasn’t positive of the number, but it had to be pretty close.

I arrived at 5:45 for our 6:00 p.m. dinner date and went to the booth. I was given 25 tickets, implying I’d played $7,500. I knew this was wrong, so I asked to speak to the supervisor. “I AM the supervisor,” I was told.

I explained when I started and how much I’d played and I was assured that the computer system said 25 tickets. “Is your boss on property?” I asked. “Or the Director of Marketing? There is something wrong with the way you are calculating entries and I’d like to get it rectified before the drawing.”

“There’s nothing wrong with the way the system calculates entries,” I was told. She said the Marketing Director was in a meeting but that he’d come and find me in the restaurant if the meeting broke before 7 p.m.

“What about the slot director or the GM?” I asked. “Are either of them on property?” I was trying to be polite with my requests, but I was frustrated and becoming angry. I sincerely believed that I was in the right and I kept being told that I must be confused about when I played. She knew I was Bob Dancer and, hence, probably experienced at this sort of thing, but she was sticking by her position.

It happened that the slot director was walking by. We knew each other and I explained the situation. I asked him if the “official casino day” started at 3 a.m., and if so, perhaps most of my play showed up on the computer on the day before. But there should be a time-stamp on my play, and the rules clearly said you could start at 12:01 a.m.

The slot director confirmed that the casino day started at 3 a.m. and he took the club supervisor into the back room to look at the record. After about five minutes he came out and told me that I was correct and the booth would be giving me more tickets shortly. Somehow the slot club personnel were confused on the difference in “actual day” and “casino day.” In about three minutes, another slot club employee came out and handed me 134 tickets and told me I was mistaken when I asked for 140. That was fine. 140 was an estimate only and 134 was close enough — and certainly better than 25.

It didn’t have to end this way. It was possible that nobody knowledgeable would have shown up and I would have been out of luck. So, what do you do?

For me personally, making a huge scene was out of the question. My personal experience is that upper management tends to take the side of their underlings and if I make a big commotion it’s a convenient excuse to ask me not to play there anymore. Certain other players have no compunctions about loudly sticking up for their rights when they feel they’ve been wronged. But while I wasn’t going to make a big scene, I WAS willing to persistently keep asking to speak to any higher-level employee who would take the time to look at the computer screen.

I could have threatened to “take it to Gaming,” I suppose, but this would end up being way too much effort for way too little gain. I was about to ask to see the computer screen myself figuring that I would be more adept at understanding what was there than the boothlings were. It didn’t go that far and I don’t know if I would have been allowed to do this or not.

Generally speaking, the proper strategy is to not give up when you think you are right. There comes a time when going forward is clearly fruitless, and then you have to decide whether to pursue remedies after the fact. Had I not been able to reach a satisfactory solution before the drawing took place, many casinos would have “taken care of me” after the fact should they finally agree that their boothlings were in error. If I won the drawing anyway there would be no extra compensation, but if I came in second or third, a case could be made that I would probably have done better with an additional 100+ tickets so they might offer me some extra money. They won’t do this, however, unless you are persistent about it.

Players who take a “it’s the principle of the thing and I’ll take it all the way to the Supreme Court!” attitude are being very short-sighted, in my opinion. It’s a long war you’re fighting, not a single battle. I had maybe $200 in EV in this drawing when given the appropriate number of tickets. Losing out on this much EV would be a relatively minor bump in the road. Losing my welcome at this casino (and maybe others because some of these employees will eventually work elsewhere and may well remember if you treated them like dirt way back when) would be much costlier than $200.

Although most promotions have a “management reserves all rights” statement in there, most casinos will try to do the right thing — if they can be persuaded that they were in the wrong.