Category Archives: News

Machine Display Malfunction Facts

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.

Image A:


Image B:


Image C:


The Excitement is Building

Our expansion project is officially underway. Click on the time-lapse video feed below to watch our progress. New amenities will include a 120,000 square foot parking garage, sports bar, updated food and beverage venues and more. Stay tuned.

October is Breast Cancer Awareness Month

You have the power to help!

While most people are aware of breast cancer, many forget to take the steps to have a plan to detect the disease in its early stages and encourage others to do the same.

Progress is being made, but there is more we can do to help.

Visit Players Club Sunday, October 4th to receive a giveaway item to increase awareness and show your support.*

Want to do more? There are a variety of programs you can support or participate in to make an impact.

National Breast Cancer Foundation Programs:

* Limit one per person, while supplies last, first come first served, no cash value.

2015 Financial Executive of the Year

She keeps our finances, and her life, in perfect balance.

Lucky Eagle Casino & Hotel CFO Lisa Miles has become quite adept at keeping things in balance.
After all, she oversees every aspect of finance and purchasing for our multi-million dollar property.
So it should come as no surprise that she excels at managing a tremendous range of personal interests as well. Not the least of which involves the care and feeding of two rather exuberant Great Danes.
It all adds up to a positive outcome on both sides of the work vs. play ledger.

Congratulations, Lisa, on being so good to the people—and best friends—in your life. And on being named the Business Examiner’s Financial Executive of the Year.

November is Movember

The Movember Foundation is changing the face of Men’s Health
Prostate Cancer | Testicular Cancer | Mental Health

“Mo Bros” take action by changing their appearance by growing a moustache for the 30 days of Movember, to spark conversation and raise funds.
“Mo Sistas” commit to supporting the men in their lives while helping to promote men’s health.

Learn more about Movember on the Official Site »

Sign-up to participate »

Make a donation in support of Men’s Health »

Lucky Eagle Casino & Hotel Spirit Day


October 30th, 2014

We’re celebrating our talented team members for everything they do to make the Lucky Eagle a great place to work and play.
Say hello to one of your favorites today!

Casino Player Magazine – Best of Gaming 2014

Lucky Eagle Casino & Hotel is proud to be honored with awards in several categories of Casino Player Magazine’s Best of Gaming 2014 issue!

Please join us in congratulating our team members for earning these prestigious awards in the
Native Northwest region:

1st Place Awards:

  • Best Players Club
  • Best Hosts
  • Best Dealers
  • Best Video Slots
  • Best Hotel Staff
  • Best Suites

2nd Place Awards:

  • Best Casino

3rd Place Awards:

  • Best Overall Gaming Resort
  • Best Hotel

ALS Ice Bucket Challenge.

The Lucky Eagle Casino & Hotel executive team has taken the ALS Ice Bucket Challenge and is donating $5,000 to help fund research.

We’d like to call out our counterparts at The Great Wolf Lodge in Rochester, WA as well as our competitors at all other Washington casinos. You’re Next!