November 6, 2015
Thank you for your inquiries regarding a recent machine malfunction experienced by our customer, Veronica Castillo, on November 2, 2015. The Lucky Eagle Casino & Hotel values Ms. Castillo’s business, and strives to ensure that our games function properly and are enjoyable at all times. Following are actions we have taken to address this situation:
- We immediately took the malfunctioning machine (a Class II bingo game with a game theme called “Jurassic Riches”) out of service and will not put it into service until the problem can be fully corrected.
- Rocket Gaming Systems, the machine manufacturer, is in the process of doing forensic investigation to determine the cause of the display malfunction that occurred on the machine Ms. Castillo was playing. Rocket has made this effort a top priority and has been able to verify that the bingo game played properly, but that the credit display was temporarily incorrect before beginning the process of metering down to a final win number. Rocket has not yet been able to determine how the error occurred.
It is absolutely clear that the gaming machine played by Ms. Castillo experienced a display malfunction:
- This machine offers a maximum jackpot of $20,000 if a maximum bet is placed on all lines (this information is available to the player on the machine);
- The maximum jackpot that Ms. Castillo could have won based on the number of lines and credits she was betting is $6,000 (this information is available to the player on the machine); “Image A”, attached, shows the image that would have been displayed if Ms. Castillo had won this jackpot;
- The “Jurassic Riches” game display on Ms. Castillo’s win was consistent with a win of $10.50 based on the number of lines and credits that she bet (see attached screen shot) and the prize table available to the player on this machine; “Image B”, attached, shows the image that was displayed on Ms. Castillo’s bet;
- “Image C” attached shows the prize table;
- Forensic investigation allowed for a visual game recall to replay Ms. Castillo’s last bet; the visual game recall shows that Ms. Castillo actually won 210 credits, which is $10.50 at $0.05 per credit played (see “Image B”);
- The win claimed by Ms. Castillo is not legally or practically possible on the machine.
All of our gaming machine systems are required to receive extensive independent lab testing prior to being put into play and we promptly address any malfunctions as they occur. Despite the extraordinary level of testing they receive, the complicated electronics in these systems are not immune to malfunction, though such issues are extremely rare and neither the Lucky Eagle Casino nor Rocket has previously experienced a display malfunction of this magnitude.
Because the risk of display malfunction cannot be completely eliminated, as well as to ensure that players have detailed information about the rules of play, the machine offers players a great deal of information in a series of menus including a prize table that shows the prizes associated with each bingo pattern win. Importantly, the Rules for Playing make clear that:
In accordance with federal requirements, malfunctions void all plays and prizes; actual prizes determined by bingo play; other displays are for entertainment only. The entertaining display has no effect on Game Outcome. In the event of a dispute between the Game Outcome versus the entertaining display, the Game Outcome will prevail.
This rule, which is required by the federal government, is repeated on the same screen under “Disclaimer for Playing” and the casino’s Player’s Club rules provide similar information.
A visual game recall to replay the game in question replayed the game without the display anomaly and shows that Ms. Castillo actually won 210 credits, which is $10.50 at $0.05 per credit. Our investigation determined that the machine was in the process of metering down to this amount when Ms. Castillo cashed out and received the correct credit balance of $80.35, which included previously accrued credits plus the $10.50 win. “Image B” is a screen shot from Ms. Castillo’s game after it completed metering down, demonstrating that the machine corrected itself quickly after the temporary display malfunction.
We deeply regret that Ms. Castillo temporarily experienced an incorrect credit display while the machine began its process of metering down after the display malfunction.