Casino videos?

I've seen the "Fraud Warnings" about casinos reviewing their videos to ensure "100% accuracy." Do you think they really go back and watch the shopper for 4 or 5 hours if there is nothing out of the ordinary during the shop?

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You never know. Also, the "floor" is also under continuous "live" observation from many vantage points.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

My husband is a pit boss for a casino, their surveillance crew is amazing, they watch and catch so much on video you can assume that yes, they will track you through the casino and know your every move - they know how to do this and can track a persons moves over a few hours in just a few minutes to watch for specific things.

Ellie in Ohio - trying to get those ends to meet...

A couple of my relatives work in a local casino. One is a pit boss. They say that it is very rare for a video to be pulled. In 23 years, they said they've heard of it twice. They need a court order. So, to prove a crime, maybe. To dispute a mystery shopper, hardly. And particularly if it's a competitor shop. One casino is not going to get cooperation from another casino for something like that. Maybe it works in some states, but I'm in a two-party state and that's what I've been told.

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I'm "Sandi" in the Middle!

Sandi,
One party/two party laws deal only with audio, NOT video. For details, please see the second topic in the New Mystery Shoppers area.

Frwquent casino shoppers know that they are being tracked by video and/or live monitoring, and, yes, video will be pulled in many, many cases to object to shopper behavior and/or try to invalidate a report. In-house video review is SOP to catch staff cheating in most casinos, btw.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

Sandi casinos pull video all the time for dozens of reasons,
from seeing where and how their high roller players interact,
to something as simple as resolving a player dispute at a table game.

Most casino's systems today hold video for 90 days that can be pulled
by day and time within seconds. Some places hold video for as long as
6 months. Also, if they have a picture of your face almost all casinos today
have facial recognition software that will automatically identify you the
minute you walk in and send a flag to them.

If a mystery shopper reports something negative that is something I
would think they would want to check because chances are if it is
happening when you observed it, it's happening at other times too
and in a business with shrinking holds, every tenth of a % point counts.

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There are no stupid questions, but there are a lot of inquisitive idiots
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When you try to please everybody, you end up pleasing nobody

Why would a casino need a court order to watch their own video surveillance? Maybe I misunderstood what you were trying to say, but that doesn't make much sense to me.

My personal experience: On my second ever casino shop, I had a horrid experience with a cocktail server. She had removed her name tag and I never saw her a second time to ask. After reading all the hype about the availability of video tape, I figured they would want the facts and could identify the employee with that handy video tape. The MSC decided it was easier to disallow the interaction and dock me. YMMV.

~
up, up, down, down, left, right,left,right, B,A, start.

Sandi, I'm not sure where they live or the laws there but in Ohio they'll pull the video almost every day to follow-up on things, no court order needed. The casino gaming industry here is required to be self reporting so if anything happens ANYTHING including a missing card or check (chip to customers) or anything out of the 'ordinary' all my husband has to do is call surveillance and they'll run the recording back on the spot.

Ellie in Ohio - trying to get those ends to meet...

Absolutely they go back and review the casino tapes. They can look at what time you state a particular interacton occurred and quickly find it - so they don't have to watch hours of video. Three times I know they have gone back and reviewed mine - each time I was told it was going to happen and then I was told that the video confirmed what I had reported. In one case, I had reported that a particular staff member had assisted me in a particular area. The client initially pushed back and said that the person I had named was not working at the time in which I reported it. I stood by my data and they reviewed the tape only to find out that the person in question HAD been there after all and was covering for someone else's shift.

Hey, everyone, calm down. I'm just telling you what my niece and nephew said about their casino (not in Ohio). I have never been involved in a tape being pulled. I've done a lot of competitor shops as well as non-competitor shops. The only time I was every questioned about anything was a security guard's name, "Alonso" as opposed to "Alfonso"--they had employees with both names, but Alfonso wasn't a guard. They didn't bother to check the employee roster much less pull the tape.

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I'm "Sandi" in the Middle!

I would agree that if it is a competitor shop they won't be pulling tape.

Sandi - I actually had not read your response when I originally wrote my post, but I do still think that it is quite common for them to pull tape. I do a lot of casino shops as well, and like I said I know for a fact they pulled tape on three, I can only assume that there were many others where they pulled tape and did not inform me of it.

I also know of another person who was removed from a mystery shopping program because the tape pulled was not in conjunction with what she reported and I know of a third person who told me that he refused to shop for a particular client because every time he did, they would pull tape and then argue the nuances of things (i.e. the shopper spoke to quickly or left too fast and didn't give the staff member an opportuntiy to meet the standard, that type of thing - this is on video without audio, so they cannot really make that determination).

Only if something strange occured or reported.

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