vpFREE2 Forums

Wynn Slot Supervisor Won't Replay Hand (and Was Quite Rude)

#1

I was at the Wynn recently and was playing 10-line $1 9/6 JoB. I had
been playing for about 8 hours (with a lunch break in the middle) and
hit the deal button. Someone attracted my attention and then I looked
back to the game and hit the draw button thinking it was on the new
deal. I saw two aces flash as my entire hand was redrawn.

I was a bit distressed and asked the slot person if there was
anything we could do to replay the hand. She said, let me call the
supervisor.

The supervisor came over, stuck her card and key in, and looked and
saw that indeed the hand had been dealt with two aces and I had not
held them.

She then said to me in a harshly rude tone, "I don't know what you
expect me to do about it."

I said that I wasn't "expecting" anything but that I thought that she
might be able to assist me as this was obviously a mistake on my part
and I had been playing for a while.

She then said, again in an even harsher and condescending
tone, "We're not in the habit of fixing it when our customers make
mistakes."

I then said, in what I thought was a fair and friendly tone,
that "When I called for you, I had no negative feelings at all about
this situation. I just thought that we might be able to replay the
hand as I've had that type of service at other hotels."

She said, "Well we're not other hotels. I'm not going to do anything."

Then after a little bit she said, "There's no way I can give you the
money for this. I could give you some freeplay I guess."

I said, "That would be very nice. Thank you."

She said, as she stomped off, "It's going to take a while."

I waited at the machine (and lost another $2k) for an hour. She never
came back. No free play was added to my card. When I went to find her
she was gone.

Note that in the calendar year 2007, I have probably given the Wynn
$2 million in coin in. In 2006, I gave over $2 million coin in as
well. I have NEVER asked to replay a hand at Wynn ever before. I had
a slot person tell me a month ago that they could correct problems
like that. Also, last month I had a winning day where I won over $20k
and I tipped the slot people $500. $500 !! And if their slots are run
as their pits, then the supervisors share in the tips too.

I would have hoped that the casino would help me replay the hand.
This was clearly a mistake and not a situation where I was trying to
take a shot at the casino. If they refuse to compensate me or
otherwise handle the situation to help me, that's their choice I
suppose. The instant, angry, condescending, power-trip attitude,
however, when I felt that I had been friendly and respectful, was
very tough to take.

#2

In AC I had 3 of a kind and a hold button was not working right.
Turned out I discarded one of the 3kd. and the 4th one showed on
draw. Called super and gal checked my draw and counted out $125 in
dollar coins. That was a few years ago in AC. Things might ve
different today. Also, the machine was partly to blame.

Ya gotta blame the machine.

Cheers.---

In vpFREE@yahoogroups.com, "david123matthews" <blackjackdavid@...>
wrote:

I was at the Wynn recently and was playing 10-line $1 9/6 JoB. I

had

been playing for about 8 hours (with a lunch break in the middle)

and

hit the deal button. Someone attracted my attention and then I

looked

back to the game and hit the draw button thinking it was on the

new

deal. I saw two aces flash as my entire hand was redrawn.

I was a bit distressed and asked the slot person if there was
anything we could do to replay the hand. She said, let me call the
supervisor.

The supervisor came over, stuck her card and key in, and looked

and

saw that indeed the hand had been dealt with two aces and I had

not

held them.

She then said to me in a harshly rude tone, "I don't know what you
expect me to do about it."

I said that I wasn't "expecting" anything but that I thought that

she

might be able to assist me as this was obviously a mistake on my

part

and I had been playing for a while.

She then said, again in an even harsher and condescending
tone, "We're not in the habit of fixing it when our customers make
mistakes."

I then said, in what I thought was a fair and friendly tone,
that "When I called for you, I had no negative feelings at all

about

this situation. I just thought that we might be able to replay the
hand as I've had that type of service at other hotels."

She said, "Well we're not other hotels. I'm not going to do

anything."

Then after a little bit she said, "There's no way I can give you

the

money for this. I could give you some freeplay I guess."

I said, "That would be very nice. Thank you."

She said, as she stomped off, "It's going to take a while."

I waited at the machine (and lost another $2k) for an hour. She

never

came back. No free play was added to my card. When I went to find

her

she was gone.

Note that in the calendar year 2007, I have probably given the

Wynn

$2 million in coin in. In 2006, I gave over $2 million coin in as
well. I have NEVER asked to replay a hand at Wynn ever before. I

had

a slot person tell me a month ago that they could correct problems
like that. Also, last month I had a winning day where I won over

$20k

and I tipped the slot people $500. $500 !! And if their slots are

run

as their pits, then the supervisors share in the tips too.

I would have hoped that the casino would help me replay the hand.
This was clearly a mistake and not a situation where I was trying

to

···

take a shot at the casino. If they refuse to compensate me or
otherwise handle the situation to help me, that's their choice I
suppose. The instant, angry, condescending, power-trip attitude,
however, when I felt that I had been friendly and respectful, was
very tough to take.

#3

Usual procedures vs smart management.

David, I think that kind of mistake has happened to
every player once in a while when they have been
playing long and get distracted. Mostly, you just
blame yourself and go on and I think the casino does
take responsibility for mistakes like this, which are
soley your fault. That does not mean that the slot
manager can not and should not make it up to you with
free play or something similar. A quick review of
your account would show her that you are a significant
player and just by being gracious in her conversation
with you and giving you something back, like free play
would have done two things, made you happy with the
casino (though probably still angry with yourself) and
help Wynn keep a good customer. Good managers see a
bigger picture, poor managers just get through the
day.

Victoria

···

--- david123matthews <blackjackdavid@cox.net> wrote:

I was at the Wynn recently and was playing 10-line
$1 9/6 JoB. I had
been playing for about 8 hours (with a lunch break
in the middle) and
hit the deal button. Someone attracted my attention
and then I looked
back to the game and hit the draw button thinking it
was on the new
deal. I saw two aces flash as my entire hand was
redrawn.

I was a bit distressed and asked the slot person if
there was
anything we could do to replay the hand. She said,
let me call the
supervisor.

The supervisor came over, stuck her card and key in,
and looked and
saw that indeed the hand had been dealt with two
aces and I had not
held them.

She then said to me in a harshly rude tone, "I don't
know what you
expect me to do about it."

I said that I wasn't "expecting" anything but that I
thought that she
might be able to assist me as this was obviously a
mistake on my part
and I had been playing for a while.

She then said, again in an even harsher and
condescending
tone, "We're not in the habit of fixing it when our
customers make
mistakes."

I then said, in what I thought was a fair and
friendly tone,
that "When I called for you, I had no negative
feelings at all about
this situation. I just thought that we might be able
to replay the
hand as I've had that type of service at other
hotels."

She said, "Well we're not other hotels. I'm not
going to do anything."

Then after a little bit she said, "There's no way I
can give you the
money for this. I could give you some freeplay I
guess."

I said, "That would be very nice. Thank you."

She said, as she stomped off, "It's going to take a
while."

I waited at the machine (and lost another $2k) for
an hour. She never
came back. No free play was added to my card. When I
went to find her
she was gone.

Note that in the calendar year 2007, I have probably
given the Wynn
$2 million in coin in. In 2006, I gave over $2
million coin in as
well. I have NEVER asked to replay a hand at Wynn
ever before. I had
a slot person tell me a month ago that they could
correct problems
like that. Also, last month I had a winning day
where I won over $20k
and I tipped the slot people $500. $500 !! And if
their slots are run
as their pits, then the supervisors share in the
tips too.

I would have hoped that the casino would help me
replay the hand.
This was clearly a mistake and not a situation where
I was trying to
take a shot at the casino. If they refuse to
compensate me or
otherwise handle the situation to help me, that's
their choice I
suppose. The instant, angry, condescending,
power-trip attitude,
however, when I felt that I had been friendly and
respectful, was
very tough to take.

test'; ">

#4

david123matthews wrote:

I was at the Wynn recently and was playing 10-line $1 9/6 JoB. I
had been playing for about 8 hours (with a lunch break in the
middle) and hit the deal button. Someone attracted my attention and
then I looked back to the game and hit the draw button thinking it
was on the new deal. I saw two aces flash as my entire hand was
redrawn.

I was a bit distressed and asked the slot person if there was
anything we could do to replay the hand. She said, let me call the
supervisor.

The supervisor came over, stuck her card and key in, and looked and
saw that indeed the hand had been dealt with two aces and I had not
held them.

She then said to me in a harshly rude tone, "I don't know what you
expect me to do about it."

A little perspective, for what it's worth (adding first that I
entirely empathize) ...

The situation you presented to the supervisor would challenge an
employee at any casino. To my knowledge, based upon observation and
reports, there is no such thing as a video poker "do over". It's
possible to view your previously dealt hand, but not to reset the
machine to replay the hand.

What is reported on occasion, generally when there's reasonable cause
to believe that a machine fault has contributed to a problem - such
as a poor button electronic contact (even if human error is involved
as well), is that the casino will attempt to make the player whole
for a lost win (such as the missed quad that jeeps reported in a
separate reply).

On a single play machine this is a bone that can be thrown to the
player as a consolation without too much fuss. However, on a 10-
play, it's no small matter (as a practical matter, not even feasible
short of some heavy handed management involvement). And in this
specific instance, you admit that fatigue and distraction were to
blame; there was nothing in the machine at fault.

So, I'll suggest that while the supervisor's response to you was far
from ideal, part of what you may have received was a little on-the-
spot venting of "I'm not sure what I can do here". Translating the
situation into an equivalent for my own work, I can own up to
occasionally responding less than admirably on occasion.

I'm not suggesting this should help with your frustration; just maybe
take a little of the sting out of it. There's no question that if,
when everything was said and done, the supervisor found she couldn't
come across with some consolation, she should have had the courtesy
to return to you and say as much.

I hope it's this latter issue that you have the greatest frustration
with. As far as whether anything might actually have been done in
this instance as compensation, I think most here will say that it's a
hit or miss situation anywhere ... in most cases, a miss.

- Harry

#5

--- In vpFREE@yahoogroups.com, "david123matthews"
<blackjackdavid@...> wrote:

I was at the Wynn recently and was playing 10-line $1 9/6 JoB. I

had

been playing for about 8 hours (with a lunch break in the middle)

and

hit the deal button. Someone attracted my attention and then I

looked

back to the game and hit the draw button thinking it was on the new
deal. I saw two aces flash as my entire hand was redrawn.

I was a bit distressed and asked the slot person if there was
anything we could do to replay the hand. She said, let me call the
supervisor.

The supervisor came over, stuck her card and key in, and looked and
saw that indeed the hand had been dealt with two aces and I had not
held them.

She then said to me in a harshly rude tone, "I don't know what you
expect me to do about it."

I said that I wasn't "expecting" anything but that I thought that

she

might be able to assist me as this was obviously a mistake on my

part

and I had been playing for a while.

She then said, again in an even harsher and condescending
tone, "We're not in the habit of fixing it when our customers make
mistakes."

I then said, in what I thought was a fair and friendly tone,
that "When I called for you, I had no negative feelings at all

about

this situation. I just thought that we might be able to replay the
hand as I've had that type of service at other hotels."

She said, "Well we're not other hotels. I'm not going to do

anything."

Then after a little bit she said, "There's no way I can give you

the

money for this. I could give you some freeplay I guess."

I said, "That would be very nice. Thank you."

She said, as she stomped off, "It's going to take a while."

I waited at the machine (and lost another $2k) for an hour. She

never

came back. No free play was added to my card. When I went to find

her

she was gone.

Note that in the calendar year 2007, I have probably given the Wynn
$2 million in coin in. In 2006, I gave over $2 million coin in as
well. I have NEVER asked to replay a hand at Wynn ever before. I

had

a slot person tell me a month ago that they could correct problems
like that. Also, last month I had a winning day where I won over

$20k

and I tipped the slot people $500. $500 !! And if their slots are

run

as their pits, then the supervisors share in the tips too.

I would have hoped that the casino would help me replay the hand.
This was clearly a mistake and not a situation where I was trying

to

take a shot at the casino. If they refuse to compensate me or
otherwise handle the situation to help me, that's their choice I
suppose. The instant, angry, condescending, power-trip attitude,
however, when I felt that I had been friendly and respectful, was
very tough to take.
---------------------------------------

gilbert wrote:
David,

I was just wondering what you would have done or told the slot person
or supervisor IF one or more of the 10 hands resulted to ROYAL FLUSH
even after the 2 Aces had been thrown away??

In playing too fast or getting distracted then making a mistake, I
think, is something casinos may never provide a "Replay" or "Redraw"
option. The only exceptions I heard before is due to "sticky"
buttons where when a camera happened to catch what you did and the
machine had caused the removal of your HELD cards. I think that if
another person had accidentally touched or hit the DRAW button of
your machine, they probably would have given you a Replay/Redraw.

Similar errors can easily be encountered while playing those vp
machines where the AUTOHOLD feature is turned on.

#6

--- In vpFREE@yahoogroups.com, "david123matthews" <blackjackdavid@...>
wrote:

(David makes button error, expects Wynn to give him a redeal, floor
supervisor laughs at him).

Dude, you're an AP, or at least market yourself as one. This is what
you do. While we've all been there with button errors, a Strip casino
is the last place to expect a break. The whole deal with the larger
casino corps is to take every dime of yours' that is possible. So,
unless you're known to be a good customer, instead of some hustler
pounding away on the 10-play Jacks, the weapon of choice whilst
playing at Wynn, you can safely forget about it.

BTW, 5x points at Wynn for the locals, eh? Not bad. Sounds like $1
100-play Jacks...and did anyone hear about the $1M dealt royal ($5
50-play) last week?

#7

Sounds like you ran into a battleaxe. Reminds me of Nurse Ratched in
the movie One Flew Over The Cuckoos Nest. These types are not found
only at Wynn. I had one of them recently at Red Rock tell me I was
entering the wrong PIN number. This woman actually suggested I walk
all the way to the Rewards Center and get a new PIN number. I
finally got fed up and just laid it out by saying "I have had the
same number since this property opened; you are clueless; and this
screen is not working properly". Sometimes a player has to do that.
Then the supervisor shows up and decides that yes, the screen is not
working correctly.
   
--- In vpFREE@yahoogroups.com, "david123matthews"
<blackjackdavid@...> wrote:

I was at the Wynn recently and was playing 10-line $1 9/6 JoB. I

had

been playing for about 8 hours (with a lunch break in the middle)

and

hit the deal button. Someone attracted my attention and then I

looked

back to the game and hit the draw button thinking it was on the

new

deal. I saw two aces flash as my entire hand was redrawn.

I was a bit distressed and asked the slot person if there was
anything we could do to replay the hand. She said, let me call the
supervisor.

The supervisor came over, stuck her card and key in, and looked

and

saw that indeed the hand had been dealt with two aces and I had

not

held them.

She then said to me in a harshly rude tone, "I don't know what you
expect me to do about it."

I said that I wasn't "expecting" anything but that I thought that

she

might be able to assist me as this was obviously a mistake on my

part

and I had been playing for a while.

She then said, again in an even harsher and condescending
tone, "We're not in the habit of fixing it when our customers make
mistakes."

I then said, in what I thought was a fair and friendly tone,
that "When I called for you, I had no negative feelings at all

about

this situation. I just thought that we might be able to replay the
hand as I've had that type of service at other hotels."

She said, "Well we're not other hotels. I'm not going to do

anything."

Then after a little bit she said, "There's no way I can give you

the

money for this. I could give you some freeplay I guess."

I said, "That would be very nice. Thank you."

She said, as she stomped off, "It's going to take a while."

I waited at the machine (and lost another $2k) for an hour. She

never

came back. No free play was added to my card. When I went to find

her

she was gone.

Note that in the calendar year 2007, I have probably given the

Wynn

$2 million in coin in. In 2006, I gave over $2 million coin in as
well. I have NEVER asked to replay a hand at Wynn ever before. I

had

a slot person tell me a month ago that they could correct problems
like that. Also, last month I had a winning day where I won over

$20k

and I tipped the slot people $500. $500 !! And if their slots are

run

as their pits, then the supervisors share in the tips too.

I would have hoped that the casino would help me replay the hand.
This was clearly a mistake and not a situation where I was trying

to

···

take a shot at the casino. If they refuse to compensate me or
otherwise handle the situation to help me, that's their choice I
suppose. The instant, angry, condescending, power-trip attitude,
however, when I felt that I had been friendly and respectful, was
very tough to take.

#8

It was your mistake! Why should the casino give you back the hand to
replay? Get over it! Would you have complained if you were redealt a
royal? I doubt it.

--- In vpFREE@yahoogroups.com, "david123matthews" <blackjackdavid@...>
wrote:

···

I was at the Wynn recently and was playing 10-line $1 9/6 JoB. I had
been playing for about 8 hours (with a lunch break in the middle) and
hit the deal button. Someone attracted my attention and then I looked
back to the game and hit the draw button thinking it was on the new
deal. I saw two aces flash as my entire hand was redrawn.

I was a bit distressed and asked the slot person if there was
anything we could do to replay the hand. She said, let me call the
supervisor.

The supervisor came over, stuck her card and key in, and looked and
saw that indeed the hand had been dealt with two aces and I had not
held them.

She then said to me in a harshly rude tone, "I don't know what you
expect me to do about it."

I said that I wasn't "expecting" anything but that I thought that she
might be able to assist me as this was obviously a mistake on my part
and I had been playing for a while.

She then said, again in an even harsher and condescending
tone, "We're not in the habit of fixing it when our customers make
mistakes."

I then said, in what I thought was a fair and friendly tone,
that "When I called for you, I had no negative feelings at all about
this situation. I just thought that we might be able to replay the
hand as I've had that type of service at other hotels."

She said, "Well we're not other hotels. I'm not going to do anything."

Then after a little bit she said, "There's no way I can give you the
money for this. I could give you some freeplay I guess."

I said, "That would be very nice. Thank you."

She said, as she stomped off, "It's going to take a while."

I waited at the machine (and lost another $2k) for an hour. She never
came back. No free play was added to my card. When I went to find her
she was gone.

Note that in the calendar year 2007, I have probably given the Wynn
$2 million in coin in. In 2006, I gave over $2 million coin in as
well. I have NEVER asked to replay a hand at Wynn ever before. I had
a slot person tell me a month ago that they could correct problems
like that. Also, last month I had a winning day where I won over $20k
and I tipped the slot people $500. $500 !! And if their slots are run
as their pits, then the supervisors share in the tips too.

I would have hoped that the casino would help me replay the hand.
This was clearly a mistake and not a situation where I was trying to
take a shot at the casino. If they refuse to compensate me or
otherwise handle the situation to help me, that's their choice I
suppose. The instant, angry, condescending, power-trip attitude,
however, when I felt that I had been friendly and respectful, was
very tough to take.

#9

I appreciate all the kind remarks. :slight_smile:

Let me try to reiterate a couple of points here...

I was playing 4 weeks ago on other machines at Wynn, and the slot
assistant who was doing my W2-Gs told me, "If you ever make a
mistake, such as hitting the wrong button or holding the wrong cards,
please call us. We can assist you on this." She spent a full minute
and a half or so telling me they'll help me in this situation.

That was why I called them.

Had the slot lady said, "Sir, I'm sorry that you pressed the wrong
button, but it's our casino policy not to replay hands or compensate
for player mistakes," then I would have been disappointed but I would
have accepted the decision respectfully.

The "I don't know what you expect me to do about it" response, after
she had put her supervisor card and key in and verified the aces were
there was totally unexpected. Why did she bother to put her card and
key in the machine if she was then going to tell me no? Why also
could she not have been at least professional in communicating with
me, if not friendly?

On top of all that, she did tell me she'd give me free play and then
disappeared like a blind date at a restaurant when you go to the
bathroom.

Like I said, I did think that I would be compensated, mainly because
of the long speech I received 4 weeks before, but had I been declined
respectfully and professionally, I would have accepted it without any
bitter taste in my mouth.

By the way, I would have given them a tip of course had she replayed
the hand or compensated me otherwise. Probably $20 to $30. Also, I
can see that my $500 tips when I win are a waste of money so it's
doubtful that I'll tip anything close to that anymore... especially
not on her shift.

#10

--- In vpFREE@yahoogroups.com, "david123matthews" <blackjackdavid@...>
wrote:

···

Why did she bother to put her card and
key in the machine if she was then going to tell me no?

++++++++++++
To see if there had been a machine malfunction?

#11

I don't know what casinos you play at, bud.
I've never failed to get a hand replay and a refund at any strip casino.
Not once.
Once in a rare while, you'll run into someone rude and clueless.
Thank her/him for the opinion, then ask to speak with someone else.

If you are willing to take the first answer a casino employee gives you,
don't expect to be successful at video poker.
Or anything else.

TC

[Non-text portions of this message have been removed]

···

On 9/4/07, paladingamingllc <paladingamingllc@yahoo.com> wrote:

  , a Strip casino
is the last place to expect a break.

#12

Most people are afraid to say "I don't know" Or "I will have it
checked". Instead they try to impress you with a made up story or
routine. Bugs the he** out of me when they do that!

···

--- In vpFREE@yahoogroups.com, "Charles" <fromthevault@...> wrote:

Sounds like you ran into a battleaxe. Reminds me of Nurse Ratched in
the movie One Flew Over The Cuckoos Nest. These types are not found
only at Wynn. I had one of them recently at Red Rock tell me I was
entering the wrong PIN number. This woman actually suggested I walk
all the way to the Rewards Center and get a new PIN number. I
finally got fed up and just laid it out by saying "I have had the
same number since this property opened; you are clueless; and this
screen is not working properly". Sometimes a player has to do that.
Then the supervisor shows up and decides that yes, the screen is not
working correctly.