If a player is overpaid for a wager, what should the casino do? (Poll Closed)

I would wager the individuals who stated they would ask for the money back and bar the player if they refused to return the bet are either Security or Compliance personnel. They demonstrate a clear lack of understanding on how our business works. If I am overpaid on my $10 wager, and I refuse to give it back, I hate to think they would ban a player who may be worth thousands of dollars over the players lifetime! Wow! Good to see the majority of casino personnel get it! Each situation is unique and I was glad to see you put an option for common sense!

Hi Don,
I trust your judgment on Security and Compliance personnel is tongue in cheek(?) I was quick to vote 'It depends on the player and the amount' and I'm the Compliance Manager in my casino (mmm and I'm also the Surveillance Manager).

However, maybe those who did vote without recognizing the realities of ‘good business’ sense decisions when, after all, it was our error (not the players) and the huge potential that the insistence on retrieving every nickel and dime might cost much bigger bucks in the long run then, maybe the blame for their ignorance lies with those in casino management who don’t share the value in good PR – even if it does cost. They might try getting them on the same page if they explain the complexities of table hold, turnover, word of mouth, return business etc. If everyone is in the know then it’s easier for all to roll with the punches.

Personally, I tell my Surveillance Operators (who before I got the job used to sweat unclear reviews as to whether the pit was right that a winning bet cleared was $25 or the player's claim that they had a $35 bet is valid) not to waste time and err on the side of the player – the player will be happier (and keep playing – usually losing the $35 later anyway) and we won’t get bad publicity when they relate to all their friends that we actually quibbled over $10 that our table hold will quickly recover from anyway. It’s a policy that is equally true when such generous decisions have been in the thousands (as has happened on midi-bac tables)… it's just a matter of proportion (bigger stakes give bigger holds).

Jon,
Good point made in having compliance and operations work together on a united approach. It took some time but our compliance and ops do work well together with the common understanding on the importance of keeping the player in action. This took not only the effort of operations to tactfully work with compliance on the bigger picture but a willingness from compliance to be open to new ideas. In our business there are many (not just in compliance but old-school ops managers as well) who fail to consider ramifications of knee-jerk and short-sighted reactions.

Is there really a solid answer for this situation? It could be all the solutions mentioned. Think of who the player is and who the dealer is, you may be watching both or keep an eye on the supervisor he may be the one allowing it to happen?.