After checking the details provided by Joanna, one of our astute support agents noticed that the check did not match her original details at the Casino. Lets just say for example, she meant to type Grant Street but she accidentally wrote Grand Street. The next step was to cancel the current check and issue a new one. Due to fraud controls, the banks that our processor work with have strict regulations about re-issuing a check before the original check has been cancelled. To add insult to injury, it can take up to ten days to cancel a check and another week to get a new one issued. To make matters even worse, there was a federal holiday during this period, further adding to the delay. Joanne was very understanding about the delays, realizing that the error had indeed come at her end. However for us at the Jackpot Factory, it wasn’t acceptable that she should to have to wait nearly a month to get another check, and on top of that she would certainly not receive the funds in time for her 10th anniversary. I spoke to both our processor and the issuing bank numerous times, but was unable to make any progress. Rules are rules, and they are in place to protect both the casino and the players. It’s hard to argue with that!

I contacted Joanne to let her know how we were progressing with her new check. She was very understanding but was quite disappointed considering her plans for her upcoming anniversary. After consulting with casino management, it was decided we would try and turn this situation around. We arranged for a gift certificate to be sent to her from a local sporting good store so she could indeed get those new golf clubs. It was the very least we could do for one of our loyal players.

So when people say, “what does it mean to be a casino spokesman”… I say, “I just try and provide happy endings!”