As I reported some months ago, I had several problems with missing points at
Harrahs Las Vegas. In each case I reported it immediately to slot mechanic
and then the slot supervisor. Generally some points were added to my account
after I complained - though they always wanted to give me "the computer is
slow" explanation. During the last bout, I could see some points going on and
some not (I now always pull my card in and out 4 times in a row to make sure
that the accumulating points are actually going into the account). This
proved that the "computer is slow" couldn't have been the explanation. I then
called the Nevada Casino Control Commission, and they actually were able to
send over a representative to Harrahs to look at the machine I was at. He was
able to see points coming and not necessarily registering.
He did a thorough look-at at the machine, had discussions with slot
supervisor, etc. Eventually I got a call back to him, and the explanation he gave me
was basically -- I was playing "too fast" and this caused the points to be
examined as a "possible error" - thus points were not immediately put into the
account, but instead sent somewhere to be looked at later, and presumably
then put on my account at a later time.
According to him, all points were eventually put into my account.
I had no way to confirm this completely. Though at least some of the
missing points did eventually show up.
I was not entirely satisfied by this explanation - though it did somewhat
fit the fact that some points did show up and some didn't. I now try to "slow
down" play right at the end of a session, which may help to ensure points are
put onto the account.
Another step has been to stop a lot of play at Harrahs, and if I do play
there, try to play machines I know don't have a problem. The "bad" machines
seemed to be single line, while triple plays never had a problem. Curiously, I
never had a problem on single line $5 9/6 JB at Harrahs - no matter that I
played just as fast, but had the problem on $1 9/6 and 9/7DB. Also never had
the problem, despite fast play, on any "reel" slots at Harrahs.
To ensure that points are getting on - I now definitely pull out my card
after play (or during play to test if necessary!), make sure points are
transferred. I do this at several casinos where problems are more likely to accrue.
I've found at Harrahs that I need to pull the card in and out on the machine
I play at. If I move to another machine, sometimes the points don't go on.
If I then go back to the machine where I first was, and pull the card in and
out, the points show up.
The "funny points' seems to be a problem at several Harrah's casinos. So
basically, don't trust them! Make sure your points are actually getting
transferred into your account as you go along. If not, (and pulling the card in
and out 4 times doesn't get the points to show up), call for a Slot Supervisor
(not just a slot mechanic) and demand that the points be put on your account.
This means you should if possible record how many points, as well as time
in and out and number of the machine (which you should do anyway on your
gambling diary). Don't be satisfied with the "computer is slow" explanation. If
that is all you get, make sure you record name of person you spoke to, and
then check to make sure points do eventually appear (especially if they are
large in number).
By the way, during my final experience at Harrahs with the Nevada Gaming
Commission - the bonus points never showed up, and I was basically told "sorry"
- "we can't track that." This may be the case whenever points are manually
added - the supervisory personnel just can't figure out bonus points, so don't.
I've had problems at other casinos as well, so perhaps I shouldn't single
out Harrah's - but it has been the worst in my experience. Other point
problems that I remember occurred at Palms and Gold Coast - both were manually added
on. Sometimes you may get a card reader that just stops working as you
play, or locks up (I had this happen at Stardust). In cases such as this, if you
complain they will be able to determine how long you were at a machine
(having a witness such as a cocktail waitress or change person can be helpful),
but since they may not be able to determine exactly how much money went through
the machine (because they don't know how fast you play), they may only be
able to estimate how many points you should have earned. In my case at the S
tardust, they did adjust my account, but not really as much as it should have
been.
I've found that if you have a problem, they generally will attempt to right
the problem in some way, even if somewhat inaccurately. If the slot mechanic
can't adjust your points, keep going up the ladder - be polite, but firm.
Ask for the slot supervisor, your host, the General Manager, if need be. If
the problem seems persistent (as it was in my case with numerous occasions of
missing points), go to the Casino Control Commission/Gaming Commission if
need be.
If necessary, write a letter or letters. Again, be polite -- "Gee I love
your casino" ...but "something is wrong here, please help me." Ask for help,
don't demand it. Be polite, use praise, do not curse or yell. Use honey,
even if it kills you.
It is best to take action at the moment of the problem, not just wait days
or weeks or months to "hear back." If the problem cannot be solved
immediately, then note down the names of the people who tried to help fix it, the
amount of points or time played/number of machine/etc., so that if you must
write/call, you have something concrete to report.
In the worst case, if problems persist over several visits, or you are
treated badly or ignored, use the player's ultimate weapon -- play somewhere else
from now on.
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