2c. Re: Wynn Slot Supervisor Won't Replay Hand (and Was Quite Rude)
Date: Tue Sep 4, 2007 4:13 pm ((PDT))I appreciate all the kind remarks.
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.
I really appreciate the full story and your attitude -- I think, having been told "call us", you had every right to ask, and I think you had every right to be upset when not treated courteously -- which every player should expect, but which the casinos know darn well is supposed to be their modus operandi for good customers.
The issue of whether or not a player should get their errors corrected by the casino is a separate one, but in your "context", you had every reason to request it.
Too bad you expected to see the supervisor again shortly, as this undoubtedly caused you NOT to take notice of her name -- certainly this kind of treatment should be reported "up the line" if you have the name of the individual, as there is NO excuse, short of an acute illness, for (1) treating you bruskly, and (2) not delivering on her promised free play AND not getting back to you promptly to let you know if / why there was a problem / delay.
I've never tried to get a "fix" of a mistake I made at VP, but when I used to play blackjack a lot and got tired, and accidentally would signal a hit on hard 17, clearly a mistake, if I asked, the dealer would get a pit boss, and they ALWAYS let me "take back" the request for a hit. Same idea, in my opinion.
There's plenty of money for the casinos to make, and in exchange, it is quite reasonable to expect them to ALWAYS treat the customer courteously when the customer is not being rude themselves, and to OCCASIONALLY throw the customer a bone to make them feel more welcome. VERY bad business to have done otherwise.
And incidentally, if you figure your edge and calculate how much of it you're giving away in tips, you will recognize that over-tipping (which I think you were doing) turns perfect play into recreational-only play without a positive EV.
--BG
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