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Thread: Complaint to the NGC

  1. #21
    Discount tennis shoes but a Louis Vuitton bag... hmmmmm. Why post her picture.

  2. #22
    Alan, even though you included an unnecessary jab at me in your subsequent post (calling my complaint about my unfair ban a "whine"), I will say that I agree that you were in the right here, and I'd also have been really angry.

    However, I see exactly how this happened.

    These drawings are so computerized nowadays that the staff is powerless to alter anything. They can't just say, "Okay, Alan, you're right, we will let you play at 7:59pm this one time, because of the confusion."

    They can't. The computer system will not let them override it.

    I dealt with a similar-but-different situation at a downtown LV casino over the summer. They accidentally gave me someone else's player's card when I signed up, and I then ran play (unknowingly) for that person instead of myself! They told me that Nevada Gaming forbids them to transfer or copy "her" action over to my account.

    The best they could do was approximate a "courtesy" rating for me, and I got screwed, because my play was under-rated (I know because a friend played at the same time, also with a new card, and got much better offers!)

    So while I would have been annoyed in that spot, I would have also understood that the people there (including the manager) could not remedy it, due to technological limitations. Rather than go to Gaming, I would have asked them for some kind of small comp to make up for my trouble -- maybe a free dinner or something.

    Sometimes you need to differentiate between employees intentionally being difficult, and ones whose hands are tied by an over-controlling computer system. In the latter case, you need to get creative and suggest ways they can rectify it to your satisfaction.
    Check out my poker forum, and weekly internet radio show at http://pokerfraudalert.com

  3. #23
    Let me give the details of this promotion to show you how easily Suncoast could have fixed this.

    Suncoast had a $2500 prize pool. Play $5 and you get a free entry. You pick one of six colors. If your color is picked you and everyone who picks the color shares the $2500. (In the past I've won between $16 and $32 choosing the color pink.)

    There were four problems here, Dan.

    1. The kiosk that didn't work for me and several others in line behind me was one problem. This happened once before and Suncoast awarded me my win as a courtesy. So post drawing adjustments have been made before.

    2. The second problem was everyone else at kiosks after 745pm who didn't get confirmations that their entries were in the drawing.

    3. Third problem was that the slot shift manager was announcing the wrong cutoff time. (This is the NGC regulatory error.)

    4. The poor customer service with no effort to resolve any problem. Remember the slot manager admits he announced the wrong cutoff time because he says he wasn't told it was changed.

    Even when I brought to their attention at 7:59pm that problems 1-3 existed, they could have made an announcement asking players who failed to have their entries loaded to come to the rewards desk. There they could have written their card number and choice of one of six possible drawing outcomes. Then after the actual drawing only those who correctly chose the drawing outcome would have to be dealt with.

    My estimate was perhaps 200 players were disqualified. Even if all 200 couldn't have signed a sheet in 15 minutes, it would have been done in 20 or 25 minutes. By delaying the draw by as much as ten minutes Suncoast could have saved itself a citation from the NGC and kept 200 players happy.

    As it happened the color red was chosen. Suncoast only had to deal with those among the 200 who wrote red. If 1/6 chose red, it would have meant dealing with only about 33 players... instead of now dealing with the NGC.
    Not a member, effective January 28, 2019

  4. #24
    Let's get back on topic.

    Alan, I am still not understanding how you think they could have entered you in the drawing.

    The drawing is by computer. After 7:45, the computer closes the entries. They cannot reverse it.

    There is no way they can correct it, unless I'm missing something.

    That's why I said you should have just asked for something comparable -- like $25 in food credit.
    Check out my poker forum, and weekly internet radio show at http://pokerfraudalert.com

  5. #25
    I moved the "Caesars relationship" posts to a separate thread: https://vegascasinotalk.com/forum/sh...aesars-for-300
    Check out my poker forum, and weekly internet radio show at http://pokerfraudalert.com

  6. #26
    The kiosk problem happened once before. I went to the Players club, they checked my history of entries and saw I always picked pink, and gave me the money when pink was picked but the kiosk failed to record my entry.

    Yes, the Slot Manager could have offered me something but he didn't.

    One early morning I showed up to play craps at Suncoast ($5 tables) and NO GAME was operating. I asked the tables supervisor when a game would open. He said three hours and gave me a $25 breakfast comp at DuPars. That was good customer service.

    They could have used a sign up sheet for the maybe 200 players effected and manually made payouts or comps.
    Not a member, effective January 28, 2019

  7. #27
    Originally Posted by Alan Mendelson View Post
    The kiosk problem happened once before. I went to the Players club, they checked my history of entries and saw I always picked pink, and gave me the money when pink was picked but the kiosk failed to record my entry.

    Yes, the Slot Manager could have offered me something but he didn't.

    One early morning I showed up to play craps at Suncoast ($5 tables) and NO GAME was operating. I asked the tables supervisor when a game would open. He said three hours and gave me a $25 breakfast comp at DuPars. That was good customer service.

    They could have used a sign up sheet for the maybe 200 players effected and manually made payouts or comps.
    They have to justify where the money goes when they give it away.

    I'm guessing the manager didn't want to admit to his supervisors that tons of people missed the drawing because he screwed up.

    Sometimes it's easier to ask for a solution which doesn't leave a paper trail to their bosses, and everyone walks away happy.
    Check out my poker forum, and weekly internet radio show at http://pokerfraudalert.com

  8. #28
    What I never got into was just how rude the slot manager was. I only wish I had my cell phone camera recording.

    Yes, he could have solved the problem with me easily and I wouldn't have called the NGC but he took the "fuck you" approach to his own error.

    If... and this is a big if... Suncoast says they want to do something for me I will want nothing less than an apology directly from that slot manager. There's no excuse for a MANAGER acting the way he did towards me.
    Not a member, effective January 28, 2019

  9. #29
    Senior Member
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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.
    You've been gambling for many years, alan.

    Are you really saying that back in your early gambling days you went to the casinos out of boredom?

    I recall your posts on AVLV, back when craps was your game: you freakin' LOVED it, and loved to talk about gambling.

    I'd have thought that a quasi-celebrity such as yourself would have many opportunities to do interesting things, and that boredom would set in after you basically retired.

    Guess I was wrong.
    What, Me Worry?

  10. #30
    Originally Posted by Alan Mendelson View Post
    What I never got into was just how rude the slot manager was. I only wish I had my cell phone camera recording.

    Yes, he could have solved the problem with me easily and I wouldn't have called the NGC but he took the "fuck you" approach to his own error.

    If... and this is a big if... Suncoast says they want to do something for me I will want nothing less than an apology directly from that slot manager. There's no excuse for a MANAGER acting the way he did towards me.
    First off, everyone please stop trolling this and other threads. I know some of you dislike Alan, but don't just randomly attack him. (I deleted 10 messages in this thread.)

    Anyway, I still say the NGC call was overkill here.

    If the slot manager was rude (which I believe he was), you should find out who his boss is, and report him.

    When you call the NGC like this, you end up looking more like the jerk here. The slot manager will simply tell his boss, "Yeah, I made an accidental mistake by announcing the wrong time, and this one guy flipped out and called the NGC on me, because there was no way to honor his entry. I tried to explain it was impossible and apologize, but he just wanted to see the casino get in trouble!"

    Pretty sure his boss will believe him, since casinos hate when the NGC is called on them.

    Again, I maintain that the correct approach would have been to ask for a $25 food comp, and then complain to an upper manager if refused. That's what I would have done.
    Check out my poker forum, and weekly internet radio show at http://pokerfraudalert.com

  11. #31
    Dan... his rudeness precluded asking for a comp. You have no idea how he verbally attacked me when I told him what happened.

    This guy flew off the handle.

    I posted earlier how a tables game manager gave me a comp when they had the craps tables closed. I didn't even ask for it. But this slot manager went on the attack and didn't even concede he made an error.

    In fact when I first approached him about the error (after I was at the players club) he marched away and wouldn't talk to me. And I approached him calmly.

    When he returned he had the new rules in hand and said something like -- it doesn't matter what I said here are the rules.

    Well, when a manager says it doesn't matter what he said while showing me the rules I would say it's time to call in the NGC.

    And that's when the manager blew it again. HE SHOULD HAVE CALLED when I requested that the NGC be called. Instead he gave me their phone number -- another error.

    Wait, there's more.

    He said he didn't have to call because the amount was under $400, but it was a $2500 drawing.

    Wait, there's more.

    He was also announcing that only a $1 minimum machine bet was needed to enter, and I was going to bet only one hand of 25-cents VP. But as it turned out I hit a couple of small winners so I had $10 of actual betting recorded. Other table players who made only a $1 machine bet wasted their dollar as that wasn't sufficient to be entered. The new rules called for $5 minimum bet.

    Let me just add this: before an NGC agent was dispatched to the Suncoast I had to talk on the phone with three NGC persons to explain what had happened. All three agreed that Suncoast was wrong about their announcements being incorrect and it was a violation. The NGC agent met with me both before and after he spoke with Suncoast personnel and confirmed to me they violated regulations.

    The Suncoast slots shift manager was in error on multiple levels and never said anything like what can we do to make up for this.
    Last edited by Alan Mendelson; 01-28-2019 at 07:49 AM.
    Not a member, effective January 28, 2019

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