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Thread: Complaint to the NGC

  1. #1
    Suncoast Casino blew it tonight and violated regulations of the NGC regarding a drawing. I first complained to management and when they did nothing I called the NGC and they immediately sent over an investigator. The outcome of regulatory matters is kept confidential, I was told, but the NGC says Suncoast blew it. Below is my post on Yelp and what I told the NGC:

    I am troubled by the lack of customer service exhibited by a manager in the casino. During this evening Slot Shift Manager Eddy Pais was announcing that the cutoff time for entries in the "Celebration Spin" drawing was 8pm.

    At 7:58 PM I went to a kiosk to swipe my Players Club card to activate my entries, but the machine failed. I immediately went to the Players Club booth to report the problem and to have them activate my entries. The booth representatives including the Manager "Inna" confirmed that I was there reporting the problem at 7:59. This was not the first time a kiosk failed to register entries, by the way.

    But when I informed the booth representative about the problem they showed me what they called "new rules" that all entries were due by 7:45 PM.

    Keep in mind that Manager Pais was announcing the 8pm cutoff. In fact at 7:45 PM I was actively playing on the casino floor.

    What Suncoast did, whether they acknowledge it or not, is kept many players from activating their entries and disqualifying themselves from the drawing.

    Both Slot Shift Manager Pais and the Players Club Manager said nothing could be done.

    Pais maintained his announcements over the PA system didn't matter and only the official rules count. But both Pais and the Club Manager concede the rules were just changed.

    I and many other players were cheated out of our entries because of this incompetence.

    When they refused to activate my entries I asked that they summon a representative of the Nevada Gaming Commission and Pais refused my request. Instead, he gave me his business card with the number of the NGC written on it.

    This is poor customer service, especially for managers. I have been an active player at Suncoast but this SECOND instance of a kiosk failing to register entries and the negative way that two casino managers handled the problem after announcing false info to all the players in the casino now makes me reconsider playing here.

    I'm not a "small player." I have Seven Stars status with Caesars and Chairman status with Station Casinos.

    Suncoast certainly knows how to kill a relationship with a customer with a lot of playing potential.

    I did follow up with a complaint to the Nevada Gaming Commission. A casino shouldn't have entry kiosks failing and managers shouldn't be announcing false and misleading information to players. In fact the NGC investigator I spoke with said the casino needs to be clear about its posted rules. Manager Pais should not have been announcing incorrect information about their drawing rules. The NGC says this is a regulatory issue.

    You blew it, Boyd Gaming. Shame on you. Treat your customers better and get your rules straight... especially with your managers.
    Not a member, effective January 28, 2019

  2. #2
    Alan, I just went to the Borgata website. I read several upcoming promotions. Everyone of them had this statement in the promotions explanations. "Subject to change or cancellation."

    Your story sounds good, but rings the same bell frugal Dan's stories ring. These stories seem to come from people spending to much time in casinos looking to closely at the floor while walking hoping to find a coin or chip to pocket.

    I guess we could consider some of these moves as backdoor AP'ing. Look what you pulled off with the door / scratch incident.

    EDIT TO ADD : Might you know if Dan ever came forward with the details why he was 86'ed not knowing why? Or is that still in litigation? Can't find that thread....
    Last edited by blackhole; 01-26-2019 at 03:05 AM.

  3. #3
    Originally Posted by blackhole View Post
    Alan, I just went to the Borgata website. I read several upcoming promotions. Everyone of them had this statement in the promotions explanations. "Subject to change or cancellation."

    Your story sounds good, but rings the same bell frugal Dan's stories ring. These stories seem to come from people spending to much time in casinos looking to closely at the floor while walking hoping to find a coin or chip to pocket.

    I guess we could consider some of these moves as backdoor AP'ing. Look what you pulled off with the door / scratch incident.

    EDIT TO ADD : Might you know if Dan ever came forward with the details why he was 86'ed not knowing why? Or is that still in litigation? Can't find that thread....
    https://vegascasinotalk.com/forum/sh...-casino-advice

  4. #4
    Blackhole this wasn't a case of small print saying rules could be changed.

    Per the NGC: you can't have one set of rules on paper and announce different rules to the casino players.

    The investigator dispatched to the Suncoast called me last night and I met with him both before and after he talked to casino personnel.

    Suncoast will receive a letter of reprimand. If it happens again they will be fined. But it's hard to imagine they'll make this mistake again.

    Their Slot Manager of all people should have known that their rules changed.

    I don't recall Dan ever identifying the casino or his specific whine. Dan lacks credibility. If he had something he should say what it is.

    I caught Suncoast. They have about five kiosks for making entries. I'm going to guess that more than 200 other players were not entered into the $2500 drawing because of the cutoff at 745pm. At 7:59 I saw at least eight players in line at two of the kiosks.

    By the way, the NGC will dispatch investigators 24/7 when there are complaints. The investigator I met with last night had just been over at the MGM.
    Last edited by Alan Mendelson; 01-26-2019 at 07:37 AM.
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  5. #5
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    I wonder whether Suncoast / Boyd will now ban you from entering / gambling at any of their properties?

    Maybe they now consider you an irksome trouble-maker.

    If so, do you think you'd have legal recourse to oppose the banning?
    What, Me Worry?

  6. #6
    MisterV I've been thinking the same thing! LOL

    I just had my free Saturday morning breakfast buffet, and when I swiped my card I got a free entry to the 11am craps tournament. But who knows what will happen next week!
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  7. #7
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    I'm not saying you did anything wrong, but given my understanding of how the trespassing statute is enforced in Nevada I suspect they could trespass you "just because" and you'd be without a remedy to force them to accept you back into the fold.

    Wicked world.
    What, Me Worry?

  8. #8
    Believe me, V. Being told not to return to Suncoast wouldn't be a great loss.

    I've been kicked out of better casinos. LOL
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  9. #9
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    Sure you have.

    But if Boyd bans you from Suncoast the ban would likely apply to any of their other properties, wouldn't it?

    They have ten or so casinos in Las Vegas.
    What, Me Worry?

  10. #10
    V... why are you trying to make a big deal out of this. I don't care if Boyd blocks me, trespasses me, or no mails me or anything else.

    You make it seem my life centers around Boyd.

    Frankly it's the last thing on my mind.

    The reality is Jacquie wants me to move back to LA. She hates casinos. I will gladly give up casinos to make her happy. More news is coming. Stand by.
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  11. #11
    Update on the dice tournament: what I thought was a free tournament isn't a free tournament. The voucher that I got at the kiosk this morning only showed I was eligible to enter. They wanted $25 plus $10 for an add-on. I said no thanks.

    Tournaments are okay when they're free. I would never pay.
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  12. #12
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    Originally Posted by Alan Mendelson View Post
    V... why are you trying to make a big deal out of this. I don't care if Boyd blocks me, trespasses me, or no mails me or anything else.

    You make it seem my life centers around Boyd.

    Frankly it's the last thing on my mind.

    The reality is Jacquie wants me to move back to LA. She hates casinos. I will gladly give up casinos to make her happy. More news is coming. Stand by.
    It's none of my business, but if you continue to pursue this relationship, you are destined for unhappiness and the relationship will undoubtedly fail, Alan.

    "She wants me to move back to LA". "She hates casino's".

    Do you see the problem Alan. Apparently "she" needs you to be something that you are not.

    Not trying to be mean here. You are who you are and you are a man who enjoyed gambling and casinos. Absolutely nothing wrong with that if you do so responsibly.

    If you try to change for her, because you think she is some sort of "trophy" wife or girlfriend, you will be miserable in a very short period of time.

    If you are in need of companionship Alan, find someone that shares your interests. You can't force these things as you are attempting to do.

  13. #13
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    On the other hand, if alan feels gambling has become problematical for him and if he is looking for something else to help fill up the time this might fit the bill.

    He'd really need to WANT to change in order for it to have the slightest chance of working out, though.

    Nothing wrong with reinventing oneself, I suppose.
    What, Me Worry?

  14. #14
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    Originally Posted by MisterV View Post
    On the other hand, if alan feels gambling has become problematical for him and if he is looking for something else to help fill up the time this might fit the bill.

    He'd really need to WANT to change in order for it to have the slightest chance of working out, though.

    Nothing wrong with reinventing oneself, I suppose.
    Fair enough MrV. But I just don't see that here, in both this latest statement and others. It has been all "She wants this", "she doesn't like this".

    I am not trying to get out of "my lane" and into the relationship advice field. God knows I am having my own issues and just hate that I am even in the playing the single's dating game again. But it is what it is. You just can't completely change who you are to suit someone else. Even if they are pretty and/or the sex is good. That will last like a minute. Find someone that shares your interests. Or at very least isn't "opposed" to your top interests. That really HAS to be the starting point, if you are looking for anything that will last any length of time.

  15. #15
    Thanks for your advice guys. I'll take Jacquie over any casino... day or night.

    Frankly I go to casinos out of boredom. It's always been that way. It certainly isn't a source of income for me. LOL
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  16. #16
    I first dated Jacquie about four years ago. I made a mistake letting her go then. This picture is from four years ago. (Yes I had a belly.)
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  17. #17
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    Just curious: as this gal doesn't like gambling, what new activities which see likes do you see yourself gravitating to?
    What, Me Worry?

  18. #18
    We both play tennis. We both enjoy movies and comedy clubs and eating out. (I always eat out.) And it's really nice to spend the day together just doing normal things.

    We spent about five hours at the Forum Shops during New Year's. We left with her "major purchase" of three pairs of tennis shoes at H&M (a discount store) costing less than $20 total. Oh... we also ate ice cream while window shopping.

    PS. I have two Varsity letters in tennis.
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  19. #19
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    Originally Posted by Alan Mendelson View Post
    Frankly I go to casinos out of boredom. It's always been that way.
    Complete hogwash! You freaking got married in a casino. You love casinos and gambling. It is the top priority in your life.

    who are you lying to here, us or yourself?

    I really am not trying to pick on you Alan. I sincerely hope it all works out for you. Seems like a longshot from where I sit. Like an 18 y.o's in a row longshot.

  20. #20
    Remember Shelley was a gambler and so were the members of her family. And her Uncle was once Chairman of the NGC. Getting married at a craps table was natural. We all played craps afterwards. LOL

    Kewlj the reality is you have no choice. You have no other job skills, right? You're a professional blackjack player. I don't criticize you for that. But I am not a professional gambler. You are.
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