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In business gaming What happens when gambler, casino disagree on a jackpot By Richard N. Velotta senior staff writer 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 January 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." When a dispute occurs, casino floor managers or pit bosses call Control Board investigators to the scene to discuss what happened. Sometimes, the case is resolved before the investigator arrives. Sometimes, casinos offer to settle voluntarily. "They'll review the video evidence, and that's usually pretty conclusive," Burnett said. The hearing occurs at Control Board offices and both representatives of the | 4 FEBRUARY 2013 20130204_VI11_F.indd 11 | casino and the player attend. Players can have an attorney represent them or appear on their own behalf. They also can participate by telephone. 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. 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. Re: Reinvent Wireless From: 1 Big Idea To: 65 Patents With 65 patents and more than 90 pending, Ruckus Wireless is busy turning their big ideas into products and services that make wireless technology better. And helping the company's technology gurus take Wi-Fi where it's never gone before are the patent lawyers and litigators at Lewis and Roca. Because providing exceptional performance—without exception—is our shared goal. LAS VEGAS RENO PHOENIX TUCSON ALBUQUERQUE SILICON VALLEy LRLAW.COM 11 1/31/13 3:05:12 PM