Las Vegas Sun NewsWhat happens when a gambler thinks he wins and the casino says he didn’t
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ETHAN MILLER / Las Vegas Sun / Sun File Photo
Dan Healy and his wife Margaret Healy try their hand at winning Megabucks at Sunset Station. Megabucks is a progressive dollar slot machine, which means that the more money people put in, the bigger the jackpot gets. Jackpots hit have ranged from $7 million to $39 million.
Friday
18 January 2013
2 a.m.
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Most people who spend time playing slot machines have stories about the jackpot that got away.
The symbols on the reels line up, then at the last second, one moves. Or the symbols line up but the necessary number of credits weren’t played — even though the player has been betting the maximum all day. Or the catch-all: There must have been some kind of glitch with the machine.
Gamblers with those stories likely will feel for William Monsoor.
The Eugene, Ore. resident was playing slots at the Riverside Resort in Laughlin in September when he thought he won a Toyota Prius worth $24,509.
He didn’t, according to the state Gaming Control Board. A hearing officer invalidated Monsoor's "win" last year, a decision that was affirmed earlier this month by the three-member board.
The Control Board receives about 100 complaints a month about contested wins. Two hearing examiners have conducted 32 hearings on them since July.
“I’ve done hearings for as little as 25 cents to as much as $43 million and everything in between,” said Richard DeGuise, the Southern Nevada hearing officer.
Most of the decisions side with the casino and uphold the house's contention that a player didn’t win a jackpot. But that’s often because, by the time a case gets to DeGuise, the player, casino and Control Board already have reached a resolution.
“By the time a case gets to me, I’m dealing with the folks who don’t take no for an answer, no matter what,” DeGuise said.
When a player dispute occurs, casinos must call regulators.
“Everything is frozen in time, and the casino’s responsibility is to notify the board immediately," Control Board Chairman A.G. Burnett said. "We come in and discuss the matter with the casino and the patron who is aggrieved and look at the machine or whatever is at issue, and an investigation is conducted.”
Control Board investigators are stationed in cities across the state and must be available around the clock. When a dispute occurs, casino floor managers or pit bosses call them to the scene to discuss what happened.
Sometimes, a problem can be spotted immediately and the case is resolved before the Control Board investigator arrives. Sometimes, casinos offer to settle voluntarily.
“They’ll review the video evidence, and that’s usually pretty conclusive,” Burnett said.
High-tech slot machines create a record of every spin, and it’s often just a matter of accessing the data to see what happened.
Just like in a police investigation, investigators gather evidence and take statements from both the player and the casino. If there’s no resolution, the evidence is turned over to the hearing examiners, who build case files and schedule hearings within 25 days of the incident.
The hearing occurs at Control Board offices and both representatives of the casino and the player attend. Players can have an attorney represent them or appear on their own behalf. They also can participate by telephone.
DeGuise and his northern counterpart, Keith Henry, were trained at the National Judicial College at UNR. Hearing examiners work independent of the Control Board’s Enforcement Division, like administrative law judges, serving as judge and jury for cases.
At the end of a hearing, the examiners submit reports outlining their findings. The document then becomes a public record.
Hearings conducted by an examiner result in reports that go to Control Board regulators who review appeals at their monthly meetings.
In January, there were four appeals, including Monsoor’s. It took just a minute and a half for the board to affirm the hearing examiners’ decisions on all four cases.
Appeals were lodged by players against Club Cal-Neva in Reno, Caesars Palace and Red Rock Resort in Las Vegas, as well as the Riverside for Monsoor’s case.
DeGuise concluded that Monsoor, who was playing an IGT Used Cars video reel penny slot machine, didn’t understand the pay-line pattern on the machine and misinterpreted one of his spins as a win. The machine has five reels and 15 pay lines.
Monsoor complained that the slot machine’s help screen doesn’t spell out exactly what had to occur for a player to win the car.
Players whose appeals are rejected by the Control Board can appeal the decision to District Court. Monsoor hasn’t indicated whether he would appeal.
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Another delightfully informative article about nothing.
"The Eugene, Ore. resident was playing slots at the Riverside Resort in Laughlin in September when he thought he won a Toyota Prius worth $24,509.
He didn't, according to the state Gaming Control Board. A hearing officer invalidated Monsoor's "win" last year, a decision that was affirmed earlier this month by the three-member board."
Why, would be a pertinent question. Details? Or are there any? Or is this just a puff piece to remind people that casinos can do whatever they want and usually have the full support of the gaming control board?
So stupid. However, thanks for reminding me, Richard, why I haven't read this paper in three months.
Sportyyetpractical: Does this help at all?
DeGuise concluded that Monsoor, who was playing an IGT Used Cars video reel penny slot machine, didn't understand the pay-line pattern on the machine and misinterpreted one of his spins as a win. The machine has five reels and 15 pay lines.
Monsoor complained that the slot machine's help screen doesn't spell out exactly what had to occur for a player to win the car.
I agree with John. I have no idea what the dispute was about or what the actual issue in contention was.
John Fritz, I kind have to agree with sportyyetpratical's comment (may be not in the same words as they used). I felt the story was lacking and perhaps more detail could have been provided here, not only in relation to the situation with William Monsoor, but with others. I for one would like to hear more in depth details about these type of situations. Thank you for you time.
It sounds like he didn't understand the pay pattern or lines. Somehow that entitles him to a Prius car on a mis read by him?
Playing the max is always recommended but some people don't want to bet $1.50-$3.00 spin. Very easy to lose $300-$400 on slots, which, let's face it is the absolute worst game to play. Are you there for entertainment or are you there to win. If its entertainment, play 30 cents and enjoy the bells and whistles. If you are there to win and want the best odds, play baccarat or craps. I equate locals here as gamblers are like somebody living next to Disneyland. You can play all you want or ride the rides all you want. The enjoyment factor is second to winning. Can you enjoy Disney 3 times a week? It will get old. Most locals who are regular players want to win first and foremost to enjoyment.
For those of you who have asked for more details about the Monsoor case, a .pdf document from the state Gaming Control Board has now been attached to the story.
If you go by the little information the writer included, you would have to agree it is a player wanting the Casino to hold his hand as he plays the slots and explain what he is doing.
An uneducated gambler - : "Monsoor complained that the slot machine's help screen doesn't spell out exactly what had to occur for a player to win the car."
I have never seen a slot that did not explain in simple detail that MAX Bet required to win Max Prize.
Something was really off about this story. It seemed like a bait and switch article, or the story has an identity crisis.
<<Here is a classic tip. If you play, always play the max bet allowed>>
More importantly - play ALL THE LINES regardless of your bet. You can play the max bet but if you only play part of the lines, big deal. If it is a 9 line game, play all 9 lines, if it's 20 lines, play all 20 lines. And if it has a "Bonus Feature" (usually the last button in the "Line" row and says something to the effect "Bonus Feature") definitely play that one!
Forgot to add: If you ARE playing to win the big jackpot, yes, max bet is always recommended and required along with max lines. I have a feeling this gentleman didn't understand the game, which is easy to not understand some of these new games.
I think the message was, if you play a machine (or any game), educate yourself on how and what it takes for you to win and if you don't understand the rules of the game, don't play it.
"Monsoor complained that the slot machine's help screen doesn't spell out exactly what had to occur for a player to win the car". Now comes the real story: Monsoor played max bet and according to the 2 foot long sticker/decal/disclamer on the slot mechine, Monsoor should have won the car. The HELP SCREEN says NOTHING on how to WIN the CAR! Only the 2 foot long sticker/decal/disclaimer tells the player how to WIN the CAR! Monsoor HIT exactly what the sticker/DECAL/disclaimer stated. The hearing examiner had that information and so did the Board. I wish the Board and the Hearing Examiner had time to read Monsoor's complaint more completely.
By the way, the CASINO took off the sticker/decal/disclaimer when Gaming got there and replaced it with a different one. The CASINO also took down a poster and replaced it with a different one that didn't support my WIN! The Hearing Examiner and the Board must have missed all that action!