SAMI

READER ASKS ABOUT COINS & KIOSKS

Who Makes These Decisions & Why Are They Implemented Like This?

So, I’m not the only one who thinks the way things work at a casino is a little weird. By now, my readers have certainly realized that. I thought it would be a great idea to print this letter I recently received. Enjoy!

Hi Sami,

I’ve noticed the casinos in Arizona want to get rid of coins. The cash machines at some places don’t spit them out anymore. At other places they do. What’s up with that?

It’s really weird at the casinos where the coins don’t come out of the machine but when they pay me for a big win they still hand me coins. But then at other casinos there’s no coins at all and I’m asked when they pay me “You don’t want your coins, right?” That’s rude. I just won and you aren’t going to pay me all of my win because you assume I don’t want the change?

Or, they’ll pay me bills plus a ticket for the change. But I can’t use the ticket at the change machine! So now, I either have to put the ticket in a game (funny how that works) or go to the cage and stand in line to cash my ticket.

And don’t get me started about the change machines. I like big bills. Why is the machine giving me fives and twenties for a $300 ticket? If I wanted all this change, I’d go to the cage, thank you. But if I put a $5 bill into the machine, I can’t get singles!!!???

Then, other cash machines ask me how I want my cash split up before it spits out the money. That’s nice! But why can’t I do the same thing when I put my ticket in?

And don’t get me started about change machines that are basically charity donation boxes. If I want to donate to charity, I’m going to do it on my own time and in my own way. I always research the charity I’m donating to and frequently volunteer my time. So donating by pressing a button is not my idea of charity.

The casinos really should look at all of this. Sometimes I really wonder if the people who make these decisions ever spend any time as a customer in their own casino.

Edward Burns – Phoenix, Arizona

Thanks Edward for your comments. Know you are not alone in your customer experience. I’ve been there. A lot. The comment you refer to about presuming you don’t want the coins is rude. Flat out, no excuses. That’s rude. The win is your win. All of it. And, if it’s a taxable win over the $1,200.00 IRS limit you have to report it. Every penny by the way.

I see the kiosks as the casino’s way of providing convenience to their customers. But, setting them up to not spit out singles and coins is beyond strange. Especially if the casino is paying you jackpots in coins. And, my guess is if you put a $4 ticket in the kiosk there, you would actually get four $1 bills. But a $5 doesn't get you $1s! I mean, everyone needs tip money, right? Or, would the casino prefer the patrons don’t tip the staff? Oh, I’m sorry, you’re supposed to tip in $5 increments there, right? Perhaps that casino should round up to the nearest $5 when they pay you your wins. How about that?

Until the federal government decides to get rid of coins entirely, pay the coins without comment during a jackpot and at the kiosk. Or, just round up to the nearest $1 the way some casinos do during a jackpot, and then set up the casino’s kiosks for flexibility. Patrons should be presented with options at the kiosks to choose how to break their cash and tickets quickly and easily. To me this is just so obvious. Plus, consistency between casinos at the kiosks would be nice! A girl can dream, right? $